Artisan furniture, Edinburgh Review

Overall Rating

NO good points about Artisan

Poor handling upon delivery of items
Poor workmanship quality
Poor after sales services
Poor customer services

My husband and I bought our dining set and master bedroom suite from Artisan in Glasgow and we have been very displeased with both their after sales services as well as the product quality itself. Our dining set was delivered to us with deep scratches on both the table (it was a solid oak pine table top with leather chairs) as well as one of the chairs. We've called up to complain and they subsequently sent a furniture medic to repair the chair and some of the scratches (but not all). We called up the customer service centre again to inform them that there's still a deep indented scratch left untreated and they informed us that they're awaiting a call from the furniture medic to tell them the quote for repairing the scratch. All these took 4 weeks and we've yet to hear from Artisan.

Our master bedroom suite was ordered at the end of February. We were initially told that it will take possibly 4-6 weeks to have it delivered. We thought that's acceptable as we'll be moving into our new house by the time the bedroom suite is ready for collection. However, we noticed that in the sales invoice, it was written/noted down that it'll take 8-12 weeks to have our bedroom suite delivered to us. To add on to our horror, we received a letter beginning of May informing us that our bedroom suite will be delivered to us only by mid July!! We called them up and we duly informed that they only have the wardrobes and chest of drawers (which is part of the package) available. We decided to ask them to deliver the chest of drawers and wardrobe instead which was then delivered to us. However. the chest of drawers and wardrobe were of very substandard quality! There were cracks and splinters inside the drawers, little chips/holes in the drawers and a little hole in the corner of the drawers. We found similar problems with the wardrobe.

When we called the customer services to complain about it, we were asked to take photos and email them our complain. I've done so and have requested for a return of the product with a refund but was duly informed that as the goods were not damaged, we can't return the goods and ask for a refund. If we insist, then we'll lose 30% of our refund. This is just so frustrating.

My only resolution is, NEVER NEVER NEVER again will I every buy from Artisan! POOR after sales services, POOR workmanship quality, and POOR customer services!!