poor customer service

“poor customer service”

Written on: 22/05/2012

after much searching for sofas we opted for next because we had always been happy with purchases of homeware and clothes and thought they had a good reputation, BIG MISTAKE. we chose a garda and an L shaped leather novara as a contrast. the models on display looked good quality and were on a five day delivery. we went to order on a sunday morning and because i had been to view said sofas many times i knew every detail of them more so than the assistant who seemed to have great trouble using the computer ordering system.we opted for interest free credit producing all relevant documents. however because my husbands wage slip omitted his works postcode she said the computer would not accept it and therefore we couldnt have credit. we asked her to google it but computer cant do that as its not connected to internet. so we rang someone to google it for us.she then asked when would we like it delivered we requested asap. she said what about tomorrow 10-2pm as it was in stock what great service we thought and went home to arrange removal of our old one that evening, monday after hastily organising time off work i waited all morning to no avail. just before 2 i rang invoice number to see what was happening when a snotty operator informed me there is no way i would get it so quickly. i told her we now had nothing to sit on as we had given ours away to make room. ALREADY she snorted we NEVER do next day delivery. it is the armcaps you will be getting today and in fact you wont even be getting them because your postcode is wrong and the courier wont find you. well my invoice has correct postcode how can that be. she then said its because it was inputted with a space on the shop computer and therefore not recognised but she would now inform courier and i may get them afterall. as for sofas i needed to book a slot as it requires 2 men delivery and now next available slot now 6 days away. this i duly did. I then phoned head office to complain where i was passed through dept.s till a nice man sympathised with my plight but couldnt speed things up and agreed id had poor treatment. he confirmed it would be on easter sunday morning again an inconvenience to me but as we had nothing to sit on i had to accept any delivery. they arrived as promised .the deliveryman said there is a bit of a problem the leather sofa is covered in a dust. someone will come out to polish it and they will ring you in about an hour anyway to see if you are happy with it. and off they went. i thought to myself a bit of dust, ill do it myself. however on closer inspection it was more than that, cotton hanging from the stitching, stitching crooked in parts, leather scuffed off the back corner,whole suite covered in a thick white dust and the worst, the leather on the seats was so baggy you could pick it up and both arms wrinkled like it had been stood on its side in the factory. an hour later when a lady from next rang to see if i was happy with it i told her the whole sorry tale .she sympathised, i asked how quality control could send this out like this, and i wanted the replacement checked thoroughly she curiously said this would take longer than normal then and would now take about two weeks. six weeks later i still havent received it and the hassle we have endured unbeleivable but thats a whole nother story