aftersales service atrocious

“aftersales service atrocious ”

Written on: 05/08/2012 by LindaPh (1 review written)

We ordered bunks beds from this company at the beginning of June. At first we were impressed by the speedy delivery. However at the weekend my husband tried to connect the beds and noticed that one of the base legs was cracked. We also did not feel that the beds were the quality that we expected. After contacting the company a replacement leg was delivered (reasonably quickly) and this was when the problems began. The replacement leg was bigger than the ones that we had. On checking the website we realised that we had ordered beds with 3 inch thick legs (like the replacement leg delivered) but had received a bed with 2.5 inch legs. We rang the company to let them know that we had been given the wrong bed in the first place. We were told that we couldn't speak to anyone on the phone about the problem and needed to email the company. The company refused to believe we had the wrong bed and stated that they only had one set of Trieste bunks beds in their warehouse and they did not see how they could differ. They asked us to send a photo of the two legs; however I informed them that the driver had taken the 2 legs back. I then asked them the size of the legs on the trieste bunk bed in their warehouse as I was sure that they had sent the wrong bed. They did not answer that email and eventually after we had sent several emails asking the size and stating that our bed did not meet the specification stated on the website they said that they did ask us to send some pictures. The emails that we did receive from them were rude, the spelling was atrocious and they did not talk to us by name or include the name of the person writing the email. As the driver had gone to Scotland we had to wait until the end of the week before receiving an apology stating that they had actually sent the wrong bed. They stated that they would collect the bed they had delivered and deliver the correct one. As we were going on holiday the next week they could not deliver that week, and so they gave us a delivery date 10 days after our return from holiday. They offered us free pillows for our inconvenience. The day before this delivery date I received a phone call from the company apologising that they did not have the bed we had ordered in stock and asking if we would like to keep the other bed. I stated that I wanted a refund as we had ordered the original bed because it was better quality and more expensive, and also we now only had 3 legs for the cheaper bed. The caller said that we could have a refund but it could take 30 days from the date the bed arrived in the warehouse. As the driver would be going to Scotland after collecting the beds it would be several days before the beds reached the warehouse. When I enquired about the pillows she stated that the pillows were to apologise for the inconvenience and as I was now having a refund I could no longer have the pillows. Eventually we did actually receive a full refund, but due to the bad aftersales service and rudeness of the staff I would never use this company again and would certainly not recommend them to anyone.