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★★☆☆☆

“Beware of the extremely poor after sales & next day...”

written by Horton495 on 17/04/2014

Couldn't wait for the delivery of my new rattan patio furniture especially after being promised next day delivery! Changed all the appointments I had in order to wait the 10 hours specified time slot...any time between 8am and 6pm!A bind having to stay in the house all day, but at least I could track my order and then contact both courier ( XDP ) and/or Garden Furniture World if there were any problems...or so I thought! I checked the status of my order around 3pm to see it was at the delivery depot...cutting it fine to be delivered by 6pm, but there was no way of telling where or which delivery depot the goods were coming from. I called the depot to find out an approximate time...no reply...they were busy so left a message to call me straight back.... No call by 4pm. Called the number I had ordered goods from...not their problem they were a sales team I'd have to call back on the same number (an expensive 0844 one which it had already taken 10mins to get through on!!) and ask for option 2. I did...15 mins later I hung up as it was very apparent they were not going to answer so I called the sales team again, who incidentally answered straight away, to find out if they could help. We're not trained in that you'll have to ring back and ask for option 2 which I explained I had already done and they hadn't answered. Nothing I can do I'm not trained in that. No I'm really sorry, no I'll get someone to call you back...nothing except rude, obnoxious tones and no help. I called they delivery company again...same answer phone message...left all details and requested a return call as a matter of urgency. Tracking by this time was still saying at delivery depot and it was nearing 5pm. I emailed both delivery company and garden furniture world again (as I had already done this earlier) to see if that would provoke a reply/response, but no! At 6pm my delivery had not been received. TEN HOURS of waiting in and nothing! Money taken and debited to my credit card...no chance of being able to contact anyone who can or is willing to help or find anything out. They are very happy to take your money and very nice about doing that, promising everything but quite literally delivering nothing! With the option 2 team, that you can't get in touch with anyway, now closed for the day I rang the sales team again who answered straight away but refused to help and told me I'll have to phone the next day to get it sorted!! I did and eventually got through but with no apologies and again rudeness and no guarantee they would be able to deliver the goods today. I was unable to rearrange any appointments anyway and told her it would have to be delivered after 3pm as I can't keep messing other people around... I have some pride in my customer service! She rudely remarked that there was no guarantee when it would be it as it was a two person job and it depends on the delivery company. She agreed to contact them, but only after being pushed to do so and then couldn't guarantee when she would call me to let me know the outcome, despite me having an answer phone service both at home and on my mobile!! She was very quick to interrupt me in mid sentence whilst I spoke to her whereas if she had listened and let me finish, I would have answered her questions without her needing to ask them. The goods were finally delivered an hour later than promised. Needless to say I shall not be using either Garden Furniture World or XDP delivery companies again. Incidentally,, the furniture is OK and looks good on my patio, I just didn't need the stress these companies put me through.

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