Kelly Meyer
Posted on 05/28/2021
Horrible customer service

Had an absolutely horrendous experience with the Wednesbury store. Ordered a sofa in store, waited the 8 weeks for delivery and when it arrived it was the wrong one. I called the store on the day of delivery and was told to email in with my query. I emailed in that night and called the store the next day. I was told the sales person (Samantha Sault) wasn't in and my details were passed on for her to call me back. This never happened so I went back into the store to see her. I explained that the sofa that had been delivers was the wrong one. She said it was the wrong, that she remembered what I ordered and the fact that the sofa that was delivered wasn't even in on display in the showroom. She said to leave it with her to arrange for the correct one to be ordered and delivered and the wrong one taken away. I hadn't herd back in over a week so I called today and was told that because the delivered sofa had been signed for I would have no choice but to either pay a £500 return fee to cancel it or another £500 to get the sofa that I ordered. This is not acceptable at all as I made you aware, within 24 hours that the sofa was wrong and you had dragged you heals so long in attempting to bluff me out of a solution that it has now past the 14 day period when I could return it, penalty free. I believe this was an underhand tactic done deliverability to hide your mistake in ordering the wrong item.

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