My complaint:
I called Aberdeen showroom on Thursday and was told I had to call the call centre, as I was at my work being on hold for over 25 minutes before Charlotte answered, she was very helpful but the problem was the wall units we thought we had ordered the small ones turned out to be the large ones and when I queried it with Charlotte she said the notes said we knew about the size difference but we were happy with this which was incorrect, I asked her to change the details from my husband to the joiner as there were quite a few problems with the kitchen. When Simon the joiner called he had arranged a call with Shannon from the Abd showroom for 9am on Friday to discuss a few issues.
on Friday Shannon never called she said she had no note in her diary to give him a call. I called the call centre and was on hold for 35 mins before Jay answered the call, we were on the call for over 2.30 mins and 45 mins of the call was Jay away to check if we could get the delivery brought forward as our joiner works offshore and he also has a holiday booked from 16th November and the delivery for the damanged goods was going to be 15th November and therefore would would not have a kitchen for christmas after the 45 mins of being on hold with absolutely not contact from him he comes back and advises they cannot bring the date forward and he is going to end the call as he cannot help us anymore.
I called back the showroom to ask why Shannon had not called us back to be advised she was busy but she would call us back. I paid the joiner £25 per hour and on Friday he was unable to do much of anything as he was waiting for phone calls
when Shannon finally phoned us back we got the delivery date put forward to 10th November but when checking the emails they both said 15th November
I called Donald Saturday morning to raise a complaint and make sure that the deliverly date was 10th November, he advised there is no complaints proceedure as they dont get any complaints but every company has to have a complaints proceedure and he should be aware of this. I asked him to raise a complaint with the customer care team and after he had done this to email me and am still awaiting for an email.
I have just tried to call the care team again this lunchtime as we have found more problems with the units to find that the call centre is closed at present
Suggested solution:
I feel very unhappy with the aftersale service I have received especially with the customer care team and after you have taken our money nobody wants to know. I have spent alot of time on calls and the cost of these calls and we are paying our joiner to hang around waiting for people to return his call.
This needs to be addressed and your after sales has alot to be desired
