Appalling & disgraceful customer service

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George at Asda
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emmaolly's review of George at Asda

“Appalling and disgraceful customer service ”

★☆☆☆☆

written by emmaolly on 28/10/2015

I have wasted so much time on this order that I nearly didn’t write this review as I’d had a baby whilst all this was going but I want to warn everyone else who is thinking of ordering any sort of furniture from George.com – please don’t bother. It’s not worth it – caused us so much frustration and upset. Our baby was in hospital for 8 weeks and this pathetic excuse of a company really didn’t make our situation easier. Please order from another company.

I have never been so annoyed dealing with such an incapable customer service team. I think I must have made 20 phone calls to this team and never once spoke to the same person or could be put through to the previous person I spoke to. The call centre is based in South Africa and you deal with individuals who lie, avoid dealing with problems and really couldn’t care less.

My order
We ordered a sofa, armchair and footstool from George.com, which took an eternity to arrive. The sofa arrived one day and the armchair and footstool another day – no pre-warning that there would be two separate deliveries. Luckily I was in the first day when the sofa just turned up – no phone call to arrange delivery (despite this being stated on the order confirmation). Then I had to chase to find out where the other half was? Two days waiting in for one delivery so far and two days away from the hospital looking after my new baby. You may ask why I wasted my time but our baby was due home any week and we didn’t have a sofa at all.

The sofa arrived damaged – hole in the back and water marks on a cushion as if it had been sat in water for god knows how long. I called them up to ask them for a replacement – I had to wait for the sofa to be picked up before they could deliver me another one. No sofa in the house again….and another day wasted waiting in for the sofa to be picked up. Three days waiting in for this order.

The sofa is produced and delivered by a 3rd party company – the customer service team are not able to speak to this company – they have to email them and wait 24 hours for a response. Brilliant process for when you need an urgent response.

I was told on three separate occasions by three different people – Bradley, Sinesh and Nishka that the replacement sofa would be another 15 days. On day 14 I started chasing where my sofa was – turns out Bradley, Sinesh and Nishka had lied to me because my replacement sofa hadn’t even been processed. Nothing was arriving by day 15. Three people had lied and lied again telling me my replacement sofa would be with me within 10-15 days. Wrong!!! No one had even told the sofa supplier that we needed a replacement. I was promised on three separate occasions that someone would call me back – they didn’t and basically couldn’t be bothered helping me with this mess. I was basically doing their job for them. Back to square one. Does no one take any responsibility in this company? What sort of exchange process do you have in place? Absolutely none.

My husband took over at this point because I’d reached the end of my tether with these imbeciles. Enter the latest member of ‘customer service team of the year’ - 3 days into the role and he seemed to have all the right answers. He took it upon himself to tell us that the replacement sofa would be with us within 3-5 days. I didn’t actually believe it because I’d lost all trust in the company and asked for my complaint to be escalated. The advisor from the complaints department called me back and told us that he’d be taking over the case. He’d listened to all my calls and the latest one… I’d been right - he had been lying to us. The replacement sofa was actually going to be another 6 weeks. So add that to the two weeks where my replacement order had disappeared into a black hole, that would be 8 weeks without a sofa and one armchair and footstool at home looking very lonely.

He basically wanted to shut this order down asap and pretty much cornered me into cancelling the whole order. No help. No compromise. No compensation. Nothing. It was basically wait another 6 weeks for the replacement or nothing. Another example of the delightful customer service I’d received. So I cancelled. This then leads me onto the collection and refund process.

The collection of the armchair and footstool were to be picked up by a courier company. Another day sat in waiting and another day away from my new baby in hospital. I received a text from George to say ‘one item will be picked up’ erm hold on there should be two items – armchair and footstool. Instead of going through George I went direct to the courier company to find out what was going on. Yes George …here I am doing YOUR job again. Yup only the armchair was to be picked up. You have to be kidding me!!! Back on to them…(god I’m absolutely sick of the sound of my own voice!) he now tells me the armchair has to be picked up one day and the footstool another day. Oh my god – are you for real!?!? Anyway long story short I arranged the collection of both for myself direct with the couriers (who were actually very helpful).

The refund process is another story. I was promised a refund within 3-5 days for the sofa, which surprisingly I actually got. However for the other half of the order I had to find out where it was. Surprise surprise the footstool and chair had been returned but no one bothered to process my refund. Keeping my money until I chased you for it! Disgraceful…how long were you actually going to keep it for?

Finally… the most insulting thing of all. He sent me an e-voucher for £23 and told me to “buy something nice for my new baby as a present from Uncle.” Well you know where you can stick that.

I will never ever purchase anything from George.com, you won’t even find me stepping foot inside an Asda supermarket.. I have never been so disappointed and insulted by such a company. I will continue to spread the word of this pathetic excuse of a company.

Oh one more thing…I ordered another sofa from Tesco which arrived in 5 days in perfect condition. Their customer service team is in Newcastle and you can even speak to the sofa supplier direct. Well done Tesco!

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