Poor after sales support

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Furniture In Fashion - www.furnitureinfashion.net
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JohnLeask's review of Furniture In Fashion - www.furnitureinfashion.net

“Poor after sales support”

★☆☆☆☆

written by JohnLeask on 15/04/2015

The Tavola5 TV Stand that I purchased had a panel missing (this can happen), so I used the Ticket system (5303) to inform the company about this. The problem is, this is a one way communication system and you cannot email a reply or speak to their customer services to resolve the problem. I have left my mobile number and asked them to call but they did not. they say they will send the missing panel but do not give any timescale for this and say that's this is a final confirmation and no further claims can be made about this. How can this be when they have not resolved the problem, which I informed them of on the 9th April 2015. If you want a decent level of after sales support, DO NOT use this company.

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Furnitureinfashion's Response to JohnLeask's Review

Written on: 17/04/2015

Hi,

Thank you for your feedback.

However, as we have looked into your ticket ID, we can confirm that our aftersales team did respond to you.

Please note that our company procedures are clearly stated before point of sale. In-line with our company policy, we can confirm that options are available to you; which we had offered; with delayed responses from yourself.

We have stated that we will be replacing the panel you have requested, which will be passed onto our dispatch team who will provide you with tracking details; as this is still in process, you would have not yet received a timescale.

You have also pointed out that we have stated this is a final confirmation and no further claims can be made. In line with this; we have confirmed with yourself, that you had only requested 1 panel; which we proceeding to provide you with-this does not mean we have denied your reported matter. We can assure you that this matter is being resolved; as per our correspondences with yourself.

If you have any further queries about your order; or if you are unsure about any of our procedures, please contact our aftersales team on the contact number on our website.

Kind regards,
Furnitureinfashion

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Furnitureinfashion's Response to JohnLeask's Review

Written on: 10/06/2015

Hi,

Thank you for your feedback.

However, we had already provided you with the resolution at the part of your satisfaction, and hence, can you please change this review?

We will appreciate your understanding.

Thank you.

Kind Regards
Furniture In Fashion

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Johnleask's reply to Furnitureinfashion's Comment

Written on: 11/06/2015

While I agree that you have sent the missing part. I will not remove the review as it is an honest impression of the service I received. It was interesting that it was only after I left the complaint that you then contacted me with and email that I could respond to and therefore have a two way email conversation with your company.

Please do not contact me about this review again. rather consider how your company might prevent similar feedback by changing you ticketing system.

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Furnitureinfashion's Response to JohnLeask's Review

Written on: 28/04/2015

Hi,

Thank you for your response via email, confirming that you have received the complete order.

As nothing further has been requested by yourself, please note we have closed off your order, in line with our terms and conditions; as resolved as you have confirmed that you have received the required parts to complete your item.

Kind regards,
Furnitureinfashion

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