ABOMINABLY POOR SERVICE.

ABOMINABLY POOR SERVICE.

I have never received such poor and disinterested customer service in my entire life, having lived in the UK, Spain, and the Philippines. My pain points in chronological order: 1) Back in early Feb, I dropped them an e-mail to put an order through (as per their website's instructions), and I didn't hear back from them. 2) I called their store, and it took me 4 attempts to finally get through to someone. Turns out they don't have a "sales manager." I finally managed to put the order on 11 Feb with expected delivery on 17 March. 3) Come 16 March, I had no news of the delivery, so after 3 attempts, I managed to get through to someone who confirmed delivery would take place the next day. 4) And guess what? They hadn't taken down my credit card details correctly, so payment hadn't gone through. It wasn't until I called to follow up on my delivery that they brought this to my attention! Delivery was done smoothly; I even received a call from the team to inform me that they were 5 mins away from the house. 5) After inspecting each item, I noticed that one of the chairs was defective (do they not have internal quality controls before dispatching to customers?), I called up (this time at the first attempt, thank goodness!) to request an exchange. I am informed by a "lovely" lady that a replacement would be delivered the coming Wednesday. 6) Delivery day comes, and I unfortunately missed one fateful call from this lovely lady. In this digital age, one is spoiled for choice on ways to reach people. They have my mobile number and e-mail address, so couldn't they have texted me or e-mailed to cover all bases? I'm sure anyone who works long hours and is in back to back meetings isn't glued to their mobile phones to attend personal matters around the clock. I tell myself that missing her call isn't a big deal because the delivery team will anyways contact me on their way (as they did with the first delivery). But this was unfortunately not the case. 7) Delivery was never made. I call the store AGAIN, and after 2 attempts and a voice mail (which they never returned), I finally reach the lovely lady. 8) I start by explaining that I'm not very happy with the quality of service. Like teflon, she argued her way through the conversation, explaining that this was a result of me not returning her call on delivery day. I reiterated that the delivery team didn't contact me either, and she became defensive, so I responded with sarcasm. To which she kindly imparted some words of wisdom: "sarcasm will not get you anywhere". Having worked in client facing roles, the first rule of handling angry customers is to calm them down by sympathy, and heck, just apologise! An apology costs nothing! In summary, beautiful product and abominably poor customer service.