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“Customer care? Or maybe not”

written by Ivanidea14 on 08/04/2015

Ordered an Exley chair in March from Middlebrook branch. Paid upfront as is the norm, for delivery within 2 weeks. We were told the chair was self assembly and that the delivery men would take away the packing.
A bit worried when the chair we ordered appeared nowhere on Harveys website, so I called in another branch to ask for reassurance, to be told that they buy our chair in from somewhere else so don't put the item on their website.
Rang up 11 days later to ask if there was any news, to hear that the suppliers had only just received the order( after 11 days!). (Got rather annoyed about that, and, strangely enough, we promptly heard that the chair would be delivered on Tuesday 7th, (but we had to amend it till Wednesday 8th.)
Harveys tweeted to ask if we had any issues with the delivery, well . . .
1 The delivery men were on time.
2 The name on the box did not correspond to the chair we had ordered. The delivery men suggested we get in contact with Harveys and if the chair was wrong, they would be back to collect the chair.
They informed us that they do NOT remove the packaging.
3 I rang the customer service number on our bill, then waited for almost an hour for someone to answer. Try ringing them your self; you get frequent apologies and requests that you 'Please do stay on the line'.
In the meantime I tweeted with time checks.
4 Eventually I got a message saying the matter had been passed on to customer care, then FINALLY the phone was answered.
5 Customer care were not exactly polite. I was made to feel the fault was mine for not knowing that Harveys call a chair one name, but the suppliers use another. Also, no matter what I was told at the store, their delivery providers do not remove packaging from self assembly furniture no matter how big the box is. She definitely needs some training on how to start with an apology for any problems, not a rather brusque comment and her manners didn't really improve until I mentioned recording the call. Evidently I "didn't have her permission to record her voice" ( I hadn't asked for permission) and "the recording wouldn't stand up as evidence" ( evidence for what? ) After that her answers seemed to be being fed to her and were certainly more conciliatory.
Would I buy from them again? No. Interestingly, I paid £20 more for Harvey's service than if I had ordered the chair direct from the suppliers, and heaven knows what my phone bill will be. NB I was told, when I tried to post this that I must remove the word i t because that word is banned?