Poor Service. Does the right hand even know the 3rd party?

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maerdydd's review of Studio - www.studio.co.uk


“Poor Service. Does the right hand even know the 3rd party?”

Written on: 24/07/2014 by maerdydd (1 review written)

Up until July 10th this year I would have said that I have had NO trouble with Studio. I've ordered personalised Christmas presents - in good time and no issues with delivery. I've ordered summer sandals at bargain prices. I've ordered towels, saucepans, crockery, an iron a dining table and six chairs AND a double mattress and had no issues at all even when sending items directly to my daughter who lives in England - I live in Wales.

Until July 10th.

My daughters bed base broke. I found a drawer storage bed at a good price and duly ordered in online.
Received the automated thank you for you order mail. Usual process.
Dispatched mail arrives. Daughter gets a call from Arrow XL, 3rd party couriers. Arranges date etc.
Courier delivers 3 of 3 boxes but tells my daughter...this one has the wrong name and address on but it must be yours as it was with the others"
Daughter duly contacts second customer to find she hasn't even been asked to arrange a delivery!
I call the contact centre. Speak to a lovely manager who assures me that the replacement MUST be the priority and that collection can be arranged for the wrong order.
What a shambles. Off sick after a week's leave and to date I've been on the phone to the contact centre or the couriers EVERY day. With robotic staff, poor attitudes, refusal to deviate from scripting and if I hear the 14 working days line again I swear I shall scream.
To date...I am waiting for a call back from the original manager to tell me where my daughters bed is. She has been sleeping on their new mattress - purchased from Studio - on the floor since last Weds when they took their old bed to the local tip.
Arrow kept referring me back to Studio who referred me to their online system - mirrored by my online account to say that the bed had been ordered. NO process mails from last Friday onwards.
Today both my daughter and I receive a text to arrange the collection of the bed parts - Both of us in different countries!
I shall see what the call back brings and keep you updated.
please DON'T respond with the automated template as I am expecting to hear from the manager I dealt with.

What is most frustrating is that I work in an insurance contact centre and have staff under me that are trained to deal with irate people like me so I know EVERY trick in the book
Watch this space

Studio.co.uk's Response to maerdydd's Review

Written on: 24/07/2014

Hi There

I'm sorry to hear of the problems you've had with the order of your daughters bed. I would like to look into this for you and make sure everything is on schedule to the correct address. Please could you either email me at our customer services email address, or send a private message on facebook or DM me on twitter and include your account details, I will then be able to check that everything is in order and that your daughters replacement bed is on its way to her.

Thanks and Kind Regards
Sarah @ Studio

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