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“Poor Customer Service”

written by Roachmp1951 on 29/03/2016

I am really disappointed with the service I received from the British Sewing Centre. I hate posting poor reviews, but I have reached the end of patience with the company.

Initially I was really surprised to get an online chat that appeared helpful and knowledgable so after a discussion I order what I was told was ‘one of the last few’ machines at almost 50% off as a surprise birthday present for my wife. That is where the saga began!

It was originally ordered to be delivered to my work address, but due to an error on my part I incorrectly mis entered the billing and delivery addresses. I notified yourselves immediately via the chat and then followed it up via email. I got an automated response saying my ticket had been received then a couple of days later another telling me it was resolved.

During the week, it became apparent that the machine I had ordered was the wrong one as it didn't have a powerful enough motor. So I raised another ticket sending in my cancellation form for the order to be cancelled and once again 2 days later I got a automated response telling me it had been resolved.

Can you imagine my surprise when my wife received an overlocker through the post - the surprise one I had ordered to be delivered to my work address and then cancelled the order.

So I then contact you again via phone and find out it is going to cost me money to return the item that I had received a automated email telling me my order had been cancelled. So I have duly returned the unit, currently at my cost 11 working days ago and I have received no refund on my credit card or any notification that it has been received even though it was sent guaranteed delivery!

Now I can almost accept the return delivery fare, although the cancellation was sent BEFORE the item was despatched, but what I can't accept is the really poor quality of service I have received.

I bought the machine in good faith, knowing that the order could be cancelled or the machine returned. But all I get in response is automated emails and nothing more. I will never buy or recommend this company again. In fact, I ended up going to a local independent retailer who gave great advice and great service.