EXTREMELY DISAPPOINTED.

EXTREMELY DISAPPOINTED.
We bought a stove and its installation at Castorama in August 2019. We paid the total (4000 ) on 10/08. We were assured that everything would be done before the cold weather arrived, but far from it.

At the signing and payment, on the 10/08, we were informed that the craftsman was on leave and we had to wait for his return on the 26/08 to agree a date of installation. Having had no news, I called many times the service pose (who never answer the phone, why not rename "service PAUSE"?). When I finally get someone, my interlocutor informs me that the craftsman does not work on Saturday and I promise that it reminds me on Monday at the first hour after having agreed to an appointment with him. She still leaves me her number.

A few days later, having no news, I decided to take things in hand and call me even the craftsman who gives me a appointment a month later, 16/10. I must then call back Castorama (10x at least !!!) to agree on a delivery date, the day before the installation.

On the day, the delivery guy wanted to leave the stove on the sidewalk and let my friend get by! Finally she insisted and helped him to transport him to the salon, part of the facility. In the evening, at 19:30, call of the craftsman: he says that the pieces did not arrive at the right place and that the pose can not be done the next day. We have to wait for the pieces to arrive for a new appointment. At the end of October, we had removed a radiator to free space for the stove, we were cold ... The day off taken the next day is lost, too late to cancel.

I call Sebastien service pose, who told me that the parts were out of stock! So who to believe? Would not we care about us, knowing that on our side the bill is paid for two months already? He assures me that he is doing everything necessary to ensure that the pose is fast. We go on holiday 10 days in late October, we wish that the stove is installed as soon as possible when we return. I ask him a commercial gesture, he said to me "we will see after the pose".

After insistence, I managed to convince the craftsman to move an appointment with another client for the installation to be performed on 13/11, this time successfully. Otherwise, we could still be cold until 27/11!

Meanwhile, the stove still in its box held a month in the middle of our living room, taking up all the space and making any reception impossible.

We went to Castorama on Saturday 16/11 to ask for a commercial gesture, given the time lost to take the steps for them (serious lack of follow-up of client files!), Necessary days off, and money spent unnecessarily (we had to buy a backup electric heater, very energy-intensive and therefore expensive, to heat us). In addition, a guaranteed month is lost since the stove was delivered a month before the installation ... Sebastien received us with a smirk and mocking that I really did not like. He noted our request for a commercial gesture on a post-it, and made sure to keep us informed. Since, no news. I doubt that we will not have a dime in compensation, and that is surely why the sign makes sure to cash the entire amount to the order, not a down payment and the balance at the end Works. Thus, we have no means of pressure.

I am not surprised that the group is in financial trouble. If this process is repeated with all customers, if their satisfaction is not assured, how do you hope to retain?

We have work in progress including a kitchen, which we thought to order at Castorama, but in view of these events we prefer to flee, which I advise you to do also.