Terrible customer service

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Sgamble's review of Habitat - www.habitat.co.uk

★☆☆☆☆

“Terrible customer service”

Written on: 09/01/2018 by Sgamble (1 review written)

> We ordered a sofa bed on 27th July and paid for it in full. The delivery time was 12-14 weeks so we expected delivery by 2nd November at the latest.
>
> On 19th September we were contacted by email by Panther Group to confirm that the sofa was ready and to select a date when it could be delivered. We scheduled delivery for 6th October and I arranged to be available at home that day. On 5th October I received a text message to confirm our 2 hour delivery slot for the next day.
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> However on 6th October I received an email from Panther Group confirming that the sofa was not available for delivery after all and inviting me to select another date for delivery. This was annoying and my wife sent an email to Panther Group requesting an explanation. To date We have not received a response from them.
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> I selected another date for delivery, as instructed, and arranged for it to be delivered the following Thursday (12th October). We again arranged to keep the day free (my wife took a days leave from work) so that we could be in to take delivery.
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> Again I received a text message to confirm the 2 hour delivery slot the evening before. However on the morning of 12th again I received an email from Panther to inform me that the sofa was not available for delivery and again inviting me to select a new date for delivery.
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> At this point my wife rang Habitat to find out what was going on. She was informed that the sofa could not be delivered as it was not even in the country as yet! After several telephone calls that week they confirmed that they were not expecting the sofa until 19th November. This was of course over two weeks after the latest original delivery date.
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> We were told that someone would call us on 19th November to let us know whether the sofa had arrived. No one did. My wife rang Habitat on 20th November and at this point she was told that the sofa was now due in on 3rd December. Again she was told that someone would call us to confirm. The 3rd December came and went and we did not receive a phone call.
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> Again we chased Habitat and we were finally told that the sofa was now in the country and available for delivery. Given our previous experience with Panther Group we asked Habitat to confirm the delivery date with them directly for us and they booked us a new delivery date of 14th December. We had friends staying with us on 16th December and I was assured that the sofa bed would be with us in time for us to use it that weekend.
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> Again we arranged to be available all day on 14th December and I waited for a text message from Panther the evening before to confirm the 2 hour delivery slot. By 7.30pm none had arrived so my wife rang Habitat. She was assured that the sofa would delivered the following day and that sometimes the text message did not arrive until 9pm. However 9pm came and went and no text message arrived. By this time however Habitats office was closed. My wife therefore waited until 8am the following day to contact Habitat once more. Initially she was told that yes the sofa was being delivered and she was even given a 2 hour time slot. When she asked Habitat to double check this with Panther Group however she was told that actually Panther Group had no record of delivering the sofa that day and it transpired that they had a delivery date down of 14th November!
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> Habitat apologised and rearranged the delivery date to the next available date which was 19th December. This however meant that we had to make other arrangements for our guests as we did not have a bed for them to sleep in over the weekend.
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> The sofa bed was eventually delivered on 19th December, over six weeks after the last expected original delivery date. The delivery men from Panther Group did not inspire confidence. They had no tools with them and had to borrow a pair of scissors in order to take some of the packaging off. They took the sofa apart to get it through the front door but still managed to scratch and cause damage to the front door. We had to put it back together again ourselves (without instructions). They also left most of the packaging on which we had to remove and dispose of ourselves.
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I will never be ordering furniture from Habitat again!

  • Howie sofa bed

    Goods purchased & cost

  • A few weeks late

    Delivery

  • Customer Service

  • Quality of website

  • Value For Money

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