Dreadful experience, poor quality product, terrible service

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Guest's review of Neville Johnson

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“Dreadful experience, poor quality product, terrible...”

Written on: 30/07/2019

Dreadful experience, poor quality product, terrible service and overpriced
I would give zero stars to Neville Johnson if Trustpilot allowed this.

In summary, we obtained a refund for most of the money paid for bedroom furniture two years after signing the order, this was after:

- three attempts by NJ at supplying and installing an acceptable product to the agreed design
- three sets of very poor quality wardrobes, the first was way off the agreed design
- three "FAILED FURNITURE INSTALLATION MANAGER'S REPORT" (yes - that really is the title of the reports issued to us by NJ!)
- several visits to our home from various NJ management
- threats from NJ's credit control staff and solicitors for legal action for the balance of 20% which they said was due on "installation completion" (i.e. it doesn't matter how bad the installation is, if NJ say it is complete then they demand all their money)
- Statements from NJ senior management such as "NJ can only supply our usual products from our usual materials. We use the term "to a showroom standard"..."; this was a bizarre claim since they do not have showrooms for bedroom furniture!
- Formal request to cancel the contract under the Consumer Rights (2015) Act was completely ignored by NJ
- Legal action by me through solicitors which took over a year of exchanges between solicitors. The NJ tactic was procrastination and intransigence.
- Eventually when court papers were served on NJ they started making more than token offers of compensation but carried on claiming the furniture supplied was "...fully compliant with the contract..."
- They upped their offer for a settlement; I would have liked to have seen them in court but in view of the emotional strain that would have caused, we finally accepted a settlement offer from NJ without going to court.

MY ADVICE IS THINK VERY CAREFULLY BEFORE SIGNING A CONTRACT WITH NEVILLE JOHNSON LTD - MY WIFE AND I WISH WE HAD NEVER HEARD OF THIS COMPANY!

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