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Amy's complaint against Oak Furniture Land

Amy

16/11/2015

Damaged incomplete furniture

Complaint against Oak Furniture Land

Delivery booked for Monday 9th. On arrival discovered 3 of 6 items damaged and 4th item incomplete. Contacted same day and was told they would be in touch to sort out delivery of rest of bed. Tuesday contacted and told that a furniture specialist would visit 18th Nov to repair wardrobe and chest of drawers but that they would replace the mirror. Said they would phone later with delivery date and time for bed and mirror. No phone call came so rand back. Told it was with quality assurance and they would phone tomorrow (Wed). No phone call Wed so phoned to be told with Quality control and they would phone tomorrow with delivery slot. Explained needed the bed and now sleeping on the floor. No phonecall Thurs so phoned and again told they would phone tomorrow ( tomorrow never comes!) On Wed evening we went back to store and spoke to manager who phoned and got the guy dealing with it to promise that he would phone us Thursday. So Thurs afternoon we went back to the store. They told us a virus had meant whole system down and all deliveries cancelled. Assistant manager emailed store. I had emailed a formal complaint on the Wed too. Still not even had an acknowledgement of that. Eventually Fri evening they promised us bed and mirror would be here today. Dad has recorded several of the calls and told them he was doing so. After more argybargy today on phone they told us it was on van and on its way but couldn't say what time. It arrived just after 5pm - no mirror just the bed. There are dowels protruding on the new footboard and the slats don't fit properly and won't line up with the holes. The mirror is apparenntly still with quality control but we were told earlier in the week that there is no actual quality control department - quality control is a guy opening the box in the warehouse and checking all the bits are in the box! -details from my mum

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