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Nicole's complaint against Harveys Furniture
Save yourself the stress!
Complaint against Harveys Furniture
Where do I begin?! We visited a store in September asking about a chair and table set for Christmas. We were told that as long as we order by the end of November, we'd have it in time for Christmas. Went back mid November and not available. Then in Black Friday sale, the set was reduced and 'guaranteed Christmas delivery' so we ordered online. After 5 days I'd not been contacted so I rang and was told someone would be in touch. After 3 more days, nothing so I rang again and was told it can't come till January. Obviously annoyed and upset, I then asked to escalate the situation and only after a few more days and 12 calls later, did a manager contact me. During this time, the customer service team had also put the phone down on me twice. When I spoke with a manager, I was told the chairs were not available till January but he'd magically found a table to be delivered (despite customer service previously telling me the chairs were available and not the table!). I was relieved that we could at least get a table for our 8 guests on Xmas day! Table was then delivered just in time for Xmas but on delivery, it was simply left, they did not essemble and did not remove packaging, despite us paying £69 for them to do so. So 1 week before Xmas, when bins hadn't been emptied for weeks before due to snow, we had to make 2 trips to the tip to get rid of the rubbish! When I called to complain, they simply apologised and offered nothing. I tried calling the actual driver straight away too and he'd turned off his phone. I also checked at this point when my chairs would be delivered and they hadn't even been booked in! I had to ask for the chairs to be booked in for January. Then come end of January, I get a call on delivery day saying that only 4/6 chairs were on the van. The delivery driver didn't seem to care and just asked if we still wanted the 4 so I agreed reluctantly - 4/6 would be better than none! They then arrive and start building the chairs (only when asked!) And 1 is damaged! I was asked if I wanted to keep 3 chairs and 1 broken 1 or refuse so we refused obviously and I'm glad we did! I then had to ring customer services who didn't seem to have any information about the delivery issues and they had to look into it. The following week I am called to apologise and explain that the chairs now couldn't come till may!!!! We were offered the choice to refund and return the table or pick something else and 'they would look into the price difference' which I don't think they would have covered! Maybe £10! We had a look and we didn't like anything else and to be honest, I had lost complete faith that anything would arrive anyway so we said to refund and arrange for the table to be collected. I asked if there would be any compensation for the months of wasted time, over 20 phone calls made/hours spent on the phone, the fact my partner took 2 days leave for a part delivery then non delivery and would have to take a 3rd day when they collect and i was offered nothing other than delivery fee waived which i thought was a given angway considering i never revieved my full delivery! I get the impression they are completely fed up with dealing with my order and the manager again wasn't available to discuss! This was 2 weeks ago, and we've heard nothing. Every part of their company service is a disgrace. I have already warned colleagues, family and friends not to use them and will continue to do so. Managers don't want to get involved and dodge calls. Customer service team put the phone down on you if they don't have an answer and you spend on average, 12 mins waiting for an answer then most of the time on hold. The warehouse don't pack deliveries sufficiently or communicate the ordered stock isn't actually there and delivery drivers don't care and don't do the job you pay £69 for them to do. The social media team are also rubbish and just repeat back to you what has already been said. I am looking into contacting the onbudsman due to the false advertising too. Do not order from here! Save yourself lots of money and stress and go elsewhere!!
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