Terrible customer service

“Terrible customer service”

Written on: 03/07/2012 by charley17 (1 review written)

I bought a TV unit from Kandco which need to be assembled. My husband assembled it whilst he was on R&R from Afghanistan. The doors on the unit fell off the same day he had put it together. I immediately contacted KandCo and they accused us, saying it was an assembly fault and not the unit. After many emails, none of which were very helpful, they did agree to take it back "in good faith" but I had to flat pack it again. I explained that I was unable too as my husband had gone back to Afghan and I did not know how to do it. The e-mails back and forth were pretty much them saying that it had to be unassembled. Eventually one of customer service people said that they would send out an engineer to determine whether it was an assembly fault or manufacturing fault, leading me to believe that if they found it to be a manufacturing fault then they would allow me to send it back assembled. I was advised that if it was found to be an assembly fault then I would be charged a £45 call out fee. As I was confident it was no fault of ours I agreed. Then engineer came out within a week and agreed that it was a problem with the unit and not our assembly. I contacted KandCo and they had to agree with the report. I was then expecting them to take the unit as a whole, or get someone to flat pack it as it was their fault. But no, despite being mislead I was told that I still had to dismantle it. One of the worst people I had to deal with was Colleen Mullen; she was rude and quite frankly didn't care about my complaint. I was getting nowhere, and I did not want to have to deal with the stress from this company as well as worry about my husband in a war zone, so I relented and paid for someone independently to dismantle the unit. It only cost £20 but at the end of the day I had been sent a faulty item and I was now out of pocket. The delivery company arranged to collect the unit and gave me a date and time between 0730 and 11am. I took the morning off work, and guess what.... they never came. I had to miss the whole day off work, and I still have the unit in my house. I am going to have to take another day off for them to rearrange collection. I HAVE HAD ENOUGH, one of the worst companies I have ever dealt with. And there is nowhere on their web page where formal complaints can be directed. You have to deal with the low paid idiots that don't actually give a damn about what you have to say