Baijian H.

Dear Team,
My purchasing orders are: *******

I want to make a complaint and cancel my order over Furniture Village New Malden a, 150 Kingston Rd, New Malden KT3 3RD

I have placed several sofas including one three seat sofa order ******* in August 2019 over this store. Now it has been more than 2 months, the delivery supposed to happen on last Thursday 17th October 2019.

The carrier could not move those sofas into my first floor living room claimed that the sofa is too large. To be frank, it is a three seats sofa but with two pieces separately.

When first placing the purchasing orders, I have told the sales person that sofas will be in our first floor living room and the sales person,, U88 WAYNE OREARDON, promised me that the three seats sofa will have no issue, because they are coming with two pieces.

On 17th Oct 2019, when the carrier was trying to do the deliver, these three seats sofas could not move up to the stairs. As a result, they move back all the sofa to the warehouse and want to schedule a redelivery with another professional delivery crew and hope to sort it out.

I was trying to contact Furniture Village New Malden store at least 20 times since then on Thursday 17th Oct and 18th October to try to sort out this issue, either on one answers my phone or they just simply saying that we will be passing this message to the manager or they just hang up my phone saying that we will be calling me back, but they never did.

After keep on calling again and again, I have finally managed to speak to the store manager, Mr, Gary over Furniture Village New Malden store, and he said that it should not be a problem. Only this time, they have hired the contractor for the delivery who did not try their best to do so, and he will be asking more senior and professional crew to do this delivery job and he promised that the will be arranging this re-delivery as soon as possible.

Now, it has been more than a week since the last attempted delivery on 17th Oct 2019. Today, the store told me that they still have no idea when this order will be delivered since they are still waiting for the contractor who were doing the delivery last time to move those sofas back to the warehouse.

I have to say that the whole customer service experience is quite frustrating and it has been too long for me to wait, and therefore, I want to cancel this order. I could not wait for indefinitely. I have been waiting for this sofa coming into my living room over 2 months now and I do not want to wait for any longer for this indefinitely delivery day. I hope you could understand my frustration.

Please kindly escalate this issue and help me to cancel the whole orders and get the full refund.

Please kindly let me know when the refund could be done.

Thanks much for the help

Frustrated