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“Shocking Customer Care”

Written on: 17/07/2012 by eg1man (1 review written)

We've just spent a small fortune on NJ furniture for our lounge. The fitters arrived promptly and appeared to go about their business efficiently and tidily.

Problems began when they invited me to inspect the job at the end of the day. One part of the furniture was missing, another had been sent in the wrong colour. Fitters promised to rectify this asap and I was happy. Once they'd left, however, and I'd had time to inspect the fabled NJ "cable management system", it soon became apparent that they hadn't left enough room to plug all of the AV equipment in (despite the fact that this was a key part of our design survey).

A call to central office brought a more senior member of the NJ installation team to our house 2 days later (and 2 days without TV, DVD, Skyplus etc in a house with a small kid was proving an interesting challenge!). This rep was duly apologetic and informed us that the problem could only be rectified with a brand new TV unit and assured us that this'd be made as a matter of urgency. That was almost 3 weeks ago and still no end in sight! We're still living a life without our AV gear. That's refreshing, in a way, but it'd've been nice if we'd taken this decision ourselves rather than having it imposed on us by someone else (and paying a wedge for the privilege).

I could have paid a local cowboy considerably less money to fit some furniture badly and then not come back in a timely fashion to rectify his error. A premium price ought to bring with it premium customer service. NJ have fallen woefully short and I wouldn't recommend them to anyone I liked.