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★☆☆☆☆

“STAY WELL AWAY”

written by leontheprofesional on 28/05/2015

My partner purchased a permanent gazebo having seen it advertised
online. Last weekend the box arrived and it appeared the fittings and
instructions were missing. We attempted to contact the company and left
messages and emailed the company asking that they contact us to correct
this issue. As we required the gazebo for an event we were forced to
purchase another as the one sent from CNF was not fit for use due to
missing parts.

The email address and both telephone numbers are not answered and
messages left yielded no reply. Numerous messages by both myself and my
partner and no return call.

I therefore contacted the company via their Facebook page. To my
surprise I received a reply and was asked for an order number of which I
supplied. I did not hear back from CNF after this request. A couple of
days later a courier attempted to deliver a large item to us and much to
our surprise another gazebo arrived which we did not request or want.
We rejected the item and then I took to Facebook to again request
collection and a refund as per my rights.

The reply I got back stated that my partner had been in contact with
them and were liaising with her and in the process of organising a
collection and refund!!!! My partner had no contact whatsoever with the
company. .

Low and behold my comments on Facebook deleted and I am now blocked
when I replied asking them not to lie about contact that did not take
place. That is not the behaviour of someone willing to correct a
problem. I then took to the review centre and noticed other reviews of
fellow customers and was shocked to see the same issues I faced

A phone call from the courier who attempted to deliver the item
revealed that because the item was so heavy it was made up of 2 boxes
and that CNF used two separate courier companies. Upon speaking with the
courier who stated that CNF used them quite a bit and this method was
used quite often to reduce his costs!! At no stage was this communicated
to me or my partner as had this been known we would have cancelled the
order as it would not have arrived in time for our requirements.

Below is an extract from CNF website in the About Us section

"UK Support - No matter what your query, we are available on a UK
telephone number between 9:00am and 5:00pm Monday to Friday. We also
operate an online live chat facility on our website. We believe good
quality customer service is essential and we pride ourselves on having
knowledgeable UK based customer service advisors available to help you
before and after your purchase."

I have seen no evidence of this good quality customer service, nor
have I been able to reach them on the UK telephone number. There is no
online chat facility as stated either.

Now I refer you to the terms and conditions from the site

6. HOW WE DELIVER

6.3 We reserve the right to ship your order using any delivery
method we deem appropriate, but will always inform you who will be
delivering your order by email once your order has been dispatched.
Where a tracked delivery method has been used we shall also provide a
tracking number and a link for you to track your delivery online

We received no shipment notification nor tracking details as per condition 6.3 for either box that was delivered.

I requested that CNF collect the item and refund as per my rights
under the Consumer Contracts Regulations Act 2014 which runs in
conjunction with the Sales of Goods Act and Distance Selling Regulations
Act. After numerous emails and texts I finally managed to get CNF to
collect the items. They were collected on Tuesday 2nd June 2015 and as
yet we have seen no sight of a refund. Again numerous contact needed to
chase a refund and I kept getting replies stating when the item is back
in the warehouse then your refund will be processed. The item was
collected by courier on the 2nd June and a week later CNF were still not
aware whether the item had been received!!

I have made Trading Standards aware as well my bank and will now pursue CNF should we not receive the refund by the 20th June.

Yesterday I received a text message from the proprietor stating "GET
A LIFE" when I reminded him that If we did not receive the refund by
the 20th June we would have no choice but instigate civil proceeding.
Not the good quality customer service promised on their website. I was
then told I bordering on libel and that his solicitors would be in touch
which I welcome. In this case my comments are not libel as I can prove
and back up all of my claims as I have screenshots of text messages and
Facebook messages prior to being deleted as well as emails.

I have never had such a bad experience from an online retailer
before and this company merely ruins the perception of the good
retailers out there.



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