I wasted two weeks of my life trying to organise what should have been a simple purchase of a chest…read moreof drawers from this shower of incompetents. I handed over the cash and organised delivery for the following week. However, my delivery window came and went, not a word from the shop to let me know what was going on. I rang and was told I would be given a call back. It didn't happen so I rang again, fobbed off again with the call back. On the third occasion, I insisted on speaking to the manager, who - after a lengthy wait - told me they had tried to get in touch with the driver but his mobile was switched off. I called again an hour later, by which time I was getting incredibly impatient, and was this time informed that the driver had returned to the store with my item still on the lorry. No explanation or apology was given for this complete and utter fail.
I was then given an alternative delivery date and insisted that I had the first delivery time of the day to avoid another wasted hanging about. Needless to say, mid-morning rolled around with no delivery and no contact from the shop so once again, I had to ring. This time the excuse was even better. Apparently, the chest of drawers had been stored in a "damp" area in the warehouse and had been ruined. They couldn't possibly now let me have it due to health and safety reasons. It all stank to me of someone cocking up the delivery in the first place and giving my furniture away to another customer. I would have preferred honesty rather than the increasingly pathetic excuses.
So now I was £50 down and still no furniture. In the meantime, the store manager, who I was assured was taking charge of this whole debacle, promised me that he was reserving a chest of drawers of similar style and quality for me so that I could pop in the following week and decide if I wanted it. If I remember correctly, we even agreed on a day and approximate time, so I dutifully walked all the way back to the store again at this time and....
Yes, you guessed it, no store manager available, no details left with any other member of staff to assist me, blank looks all around. I had to explain the situation (again) to the woman at the till, who at least had the sense to look embarrassed, and asked for my money back in full.
My overriding frustration of this entire experience highlighted to me that no one at this store has an interest in customer service and that communication, to customers and colleagues alike, is a dirty word. The last words I heard as I took back my money was "We do hope you will come back in the future". That will be about as likely as a call back from their manager.