My complaint:
purchased a corner sofa from the uddingston branch on 30.04.22. Went with this company has I was advised the delivery was 10-14 days, which was great as I have moved into a new house and have no furniture.
I only got the keys on the 29.04.22 so went in to order my corner couch the following morning, giving me plenty of time to decorate before the couch arrives.
We went into store on the 14.05.22 as we didnt understand the tracking and we hadn’t been contacted regarding a delivery date. The staff advised that the tracker isnt great and that someone from customer service would call us on monday with an update.
16.05.22 I received a call from customer service to say the date they have for delivery is the 18.05.22 and we should have had a text message which we never received.
We accepted the delivery would be on 18.05.22 which was fine.
I then received a call about an hour later to advise that the couch was damaged on transit and wouldn’t send it out to us. I was then told on the phone that she would raise it today and get another one sent out.
My husband then called as we hadnt heard anything on 19.05.22 and was told that they would repair the damage. we declined this as we don’t know the state of the couch. Girl advised she would email us photos and we would receive a call on the 20.05.22 regarding this.
neither myself or my husband received any calls.
I then called on 23.05.22 to ask for an update,was speaking to jack I was then told it was raised on the 19.05.22 which then started the drama as we were told it was done on the 16.05.22. He forwarded the pictures on the us there and then so we could see them and he would raise it again.
We looked at the photos and wanted more information so I called again on 23.05.22 and spoke to someone else who advised it was only raised on the 20.05.22 again different story so you can start to see why I was getting annoyed. I advised I would call daily for an update as I wasnt getting any communication. As it seems NCF really don’t care after they take your money.
My husband then received a call from Kayleigh on the afternoon of 23.05.22 advising that the couch is now out of stock and we will have to wait 3 months for it or pick another couch. We were told in store that the couch we picked was being discontinued so I knew straight away that was another lie.
So for the 3rd time I called again to get more information. Was told the same it was out of stock and asked her to check as we were told it was discontinued, she checked yes it was correct so I explained we were told we were to wait 3 months and again never get an answer why were told that.
Was advised to choose something else to the value of £1468.00
I told her I would discuss with my husband and or just get a refund.
My husband then received an email from Kayleigh who he spoke to on the phone regarding the couch was out of stock and he was to reply to the email what we wanted to do. He replied that evening and advised in writting we would like a refund.
I then called again on 24.05.22 to ask for a manager to get the refund authorised as quickly as possible as we now need to go to another company to get a couch and as we paid in full we will need a refund quick.
Spoke to Lisa who was the customer service manager who was extremely rude and didn’t have a care in the world of our situation. I was the inconvience and she made that known. Told me it would take a few days to get authorised told her I wasn’t waiting as I now need to order another couch from somewhere else. again didnt care.
It will get sent off at the end of the day and then will get a call tomorrow which will be 25.05.22 which I very much doubt will happen.
She then said she would terminate the call as she has nothing else to say. I asked to be put through to complaints dept and was told no.
need to do it myself in writting but didnt give me the email address or anything. she brushed it off hoping I wouldn’t do it.
I am very upset about all this and I received no customer service what so ever. The reviews online and on trust pilot are all true and all say the same thing. I will be adding a review on trust pilot as well to make other people aware.
We paid £1468.00 in full on 30.04.22 which is a lot of money. I am registered disabled with neck issues and sitting on garden chairs has been distrimental to my condition.
Suggested solution:
I would like a full refund for my sofa as it is now out of stock and the one that was being delivered was damaged.
I am now without a sofa and I am registered disabled with spinal issues and I went with this company as I was advised it was 10-14 days for delivery.
I am currently sitting on garden chairs and have to go to another company and wait longer now.
I am looking for compensation as it was unacceptable how we have been treated
