Was reading the reviews on here and it seems like nothing has changed; terrible customer service…read moreand a general disregard for giving the customer a good experience.
I bought two items from the store, as I was in desperate need of a table in the condo I just moved into. I have bought from them a few times before, and so far I have not encountered anything worth ranting about in terms of items and customer service. However, it is safe to say that this terrible experience is one for the books.
I had paid what the website charged me, and trusted that the configuration of their site was in working order. However, a day after, I received a text message that introduced themselves to me as Furniture Source Philippines that I had underpaid, and that they would not release my items to me until I paid the correct price. This was the first red flag for me. While I did not mind having to pay the delivery fee, it was the manner that they were speaking to me that I did not like. I was being made to feel like I was an irresponsible customer, when it was their website that made the mistake.
When I inquired about why I was being charged more than I had already paid based on the specifications given to me by their website, I was met with no response. I then sent a message to their Viber number essentially outlining that I was not going to pay for something in which I did not understand why I was being charged extra (as is my right as a customer who paid the total in full). I was met with someone who told me that I just had to pay the extra fee or else they would not release my items to me, and that I must pay it immediately to ensure that I am able to meet the cutoff for processing orders. Second red flag.
I then got pretty upset (as I am sure is understandable) and outlined how disappointed I was at the customer service I was receiving. Not a single apology from whoever was responding to my messages. They just continued to say that I would not get my items unless I paid the remaining fee -- once again I was being made out to be an irresponsible customer when it was their website that undercharged me. Third red flag.
Giving up, I just paid the fee as I was desperate to receive my items ASAP. Compared to their blatant ignoring of my messages that had to do with customer comments, they responded immediately. Fourth red flag (as it indicated that they did not care about the customer at all).
When I asked for a possible delivery date from them, I was ignored. One week later, I receive a text from them telling me that my delivery date was set for December 11, and that I had to respond by 3:00 p.m. that same day for them to push through with delivery. Despite me having paid in full, and was even inconvenienced into paying an extra fee, they could not even bring themselves to ask the customer if the date was alright with me! I then received a Viber message from whoever was manning that number as well, essentially telling me that the delivery team was trying to call me and I was ignoring them, and that if I did not give them a response, they will cancel my delivery and the process will restart and that I just had to deal with the consequences of not answering their calls and messages. Once again, they expect you to be at their every beck and call. Upon checking my phone's logs, I saw that they had texted and called me at around 1:30 p.m., and I had given them a response at 1:45 p.m.. They ignore you for days on end, and yet expect you to give them a response within mere minutes of them sending texts and calling you, when they do not even give you an option with the delivery date and time. Fifth red flag.
There was zero service recovery done throughout this entire transaction. Whoever responds via Viber is also very demanding and arrogant when responding to customer complaints and queries. Do not buy from them. They do not care about the customer at all. Get your furniture from IKEA or SM instead. Even Landmark has better service than this company.