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“Shocking customer service”

Written on: 23/07/2012

22 May Telephone RD and place order for Florida corner set and 2 armchairs as surprise present for my parent's Golden anniversary. Informed that delivery would be week beginning June 11th

23 May Total payment taken from my account.

7 June Email to RD to find out deliverydate due to lack of communication.
Telephone RD to say not happy with lack of communication. Ask for copy of invoice.

27 June Receive email from RD with invoice. I telephone RD and arrange delivery on 29th June. They want my parents' delivery telephone number, I stress no-one is to contact my parents as furniture a surprise present.

27 June RD telephone my parents directly and inform them that the delivery of the 'armchairs' will be another 2 weeks & only the couch would be arriving on 29June, totally ruining surprise.

29 June No delivery or communication from RD. I telephone RD from my parents house, where we have been waiting from 8.30am until 6.30pm but office now shut. I leave message and ask RD (again) not to call my parents.

30 June RD telephone my parents and say 'sorry'. They cannot contact the delivery company but hope it will be delivered on Monday 2 July.

2 July RD telephone my parents (again) to say delivery would be today.

2 July Delivery driver and large truck appear at my office as he cannot 'find' my parents house and was given my work address! Odd as they live in a central street. Turns out he is looking for MY address, out of town. I take time off (again) to take driver to my parents.

3 July Receive email from RD apologising for 'problems' and stating will be in touch regarding outstanding armchair delivery.

17 July I email RD asking where delivery is after being informed the armchairs would be 2 weeks late. Over 2 weeks and no communication from RD.

17 July Receive email from RD saying chairs were received on 15th July and are available for delivery from Friday 20th June onwards.

17 July I email RD and state I would like delivery on Friday 20th July, Send further email asking for confirmation of delivery. Receive email from RD confirming delivery on 20th July.

19 July RD telephone my parents to say delivery will not take place 20 July and will now be Monday 23 July.

20 July My parents arrive home in the morning after walking dog to find a large delivery lorry outside their house. Two armchairs are delivered.

It has taken two months from ordering to receiving the final items. I found Rattan Direct a dreadful company to deal with. I am disappointed at their lack of communication, their lack of knowledge as to what was happening with my order, their lack of professionalism and most disappointed that they had ruined the 'surprise' element of this gift when it had been heavily stressed this was a present for a special occasion. I would never use them again and I would certainly advise my friends and family not to use them.