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“DO NOT PURCHASE FROM HERE - 0 STARS FOR CUSTOMER SERVICE”

written by Karbs on 13/04/2021

DO NOT PURCHASE FROM HERE – 0 STARS FOR CUSTOMER SERVICE!!

Let me start by saying that if your purchase arrives on time and undamaged then I’m sure you would have a very good experience. However, it’s when things don’t go so smoothly that you learn who the companies that really value their customers are, and Furniture Choice have evidenced that they most definitely do not fall into this category.

Having purchased a marble dining table and 6 chairs on January 5th, delivery was finally made on April 1st. Upon opening the box, one corner of the table was considerably damaged. The irony being that this corner of the box was marked “fragile corner handle with care”. That it was extensively damaged was hardly surprising given that there was no bubble wrap whatsoever, nor any form of protection in the packaging bar a couple of flimsy bits of polystyrene. I phoned up customer services, and was advised I’d be required to email photos of the damage over, which I did. I was then told that despite the fact that the damage was unequivocally visible, I’d have to take the marble table, weighing approximately 60kg out the packaging to send further photos. Oh, but it gets better, I’d then need to put it back, and repackage it in order for the delivery company to accept it, before obtaining a refund. Furthermore, I’d have to wait 8 days, until 9th April for a courier to come and collect the damaged goods, meaning for 8 days I’d have 6 large cardboard boxes taking up my dining room. The courier company also turned up outside the allotted two hour window I was given, and advised that had I not been in they wouldn’t have returned. Lucky I was in hey. Furniture Choice attempted to claim this was outside of their control, almost unaware of the fact that they pay DX to courier their products, meaning they are fully responsible.

Anyway, we digress, back to the matter in hand. Having booked a day off work to await delivery of the table, unpacked and repacked my damaged table I’d waited 3 months for, and booked a second day off work to await collection of the damaged table, I’m now told that a replacement isn’t available until August. As you can imagine, having already waited 3 months, I wasn’t prepared to wait a further 4, so asked for this to be escalated. I was called back by someone purporting to be a senior director, who had the interpersonal skills of a caged lion, and to all intents and purposes said you’re getting your refund now clear off. Now while I accept that Furniture Choice have adhered to their terms and conditions, and are not in any way in breach of them, to me, a good company isn’t one that hides behind its terms and conditions, but one that wants to ensure its customer has received a good experience, one that does everything in its power to retain their custom, and provide a good after service. There was no “We’re sorry for your poor experience, what would you like us to do to put it right”, or “yes the system says we can’t get a replacement until August let me see what I can do”. Poor, very poor, and if this review persuades just one person not to give their custom to furniture choice for fear of having a similar experience, then it has done its job.