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“5 stars for the worst customer service I have ever...”

written by gjMcCartney286 on 13/03/2017

I placed an order and paid in full for a dining table and 4 chairs on 2nd January 2017 (with Bela) and was advised that they would be delivered in February as the dining table was initially out of stock. Come February I had no calls from Loaf – I myself chased 3 times. Loaf initially advised me that everything would be ready for deliver by the last week of February and that was the last communication I received from them until I chased on 28th February and was advised that one pair of the chairs was still out of stock and would be until mid-April. Since then I have chased a number of times (email and phone). Emails are rarely responded to and I managers do not seem to work and if they are at work they are in meetings that cannot be disturbed.

I spoke with an advisor on 1st March and she was to provide me an update on 2nd March with a kind of solution (split order or expedite deliver of the missing chairs), however, despite 2 emails to awake @ loaf on 3rd March I received no call backs.

4th March I spoke with Bela again who advised that now the delivery company could now not locate my dining table in the storeroom. I was advised that I would receive a call from the manager on Monday morning but when I called on Monday afternoon as I’d not heard anything I was told that the managers were all in meetings and could not be disturbed for any reason. My impression of Loaf is that everyone is very “friendly” but they cannot deliver on service.

I was finally promised deliver on Saturday 11th March only for Loaf to cancel on 9th March with a poor excuse of an email. I escalated and delivery was then re-arranged for 13th March only to have Loaf cancel 3 hours before the delivery slot because the “dining table was in the wrong warehouse which was locked up for the day”. Both times I had re-arranged work and personal plans to accommodate delivery. I still cannot get a manager to call me back funnily enough!!!

Friendliness is great but when I pay over £1000 and have nothing to show for it well over 2 months later other than a few emails and an entry on my bank statement it’s just not good enough. I am hoping that if the management team do not care about initiating contact when they are failing on their promises or returning calls/emails in a timely manner they may just care if this review is posted.... hopefully! I've had enough of apologies and just want someone to take some responsibility and accountability at Loaf, something simple for most organisations but not is seems in this firm.

I have put the poorest rating for "Value for money" as the service is so poor and I have yet to see the product I have paid for