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I bought two steamer chairs and a table in July 2014. We used them until the end of the summer when they were placed in my garden room. Since taking the chairs out in April, one of the chairs has two bolts that have fatigued and fallen off, in addition to the bolt on the arm coming away. I drove to their showroom near Gatwick and was told that the chair was perfectly fine dispite the three bolts being faulty. I asked for a replacement or my money back and was told that they would only agree to fixing the chairs. So much for their "no quibble" policy. The gentleman I spoke with refused to give me his, or the owners name. I have recorded the conversation. The company places adverts in national newspapers, such as The Times. But beware.
Chris K.'s review of Cyan Teak Furniture earned a Very Helpful vote
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They advertise a piece of garden furniture as "Our Kensington teak tub-chair is a popular choice...
Christopher John King, economical with the actualité
Dear Chris King,
We have apologised to you for the inconvenience caused by the end-caps on your steamer chair that needed replacing, as a straightforward maintenance matter. When advised of this by phone, a member of staff had offered to collect the steamer from your London home and thus you would have avoided the arduous journey to our premises.
Instead, you chose to visit our premises without prior notice, on the hottest day of the year and your behaviour so intimidated the female member of staff who greeted you at the door that she asked a colleague to address your challenges instead.
As you had enjoyed your chair for nearly 11 months prior to this matter occurring you were advised once more that our company policy under these specific circumstances would be to replace the two brass end-caps on the non-structural part of your chair and to re-secure the end-cap that had loosened on the arm. As you had travelled some distance, we offered to undertake this maintenance while you waited. The task would have taken no more than 10 to 15 minutes and would have allowed you to enjoy the comforts of your steamer on the same glorious day.
However, you declined our offer, insisting on a new chair in replacement or a full refund. You then proceeded to intimidate the member of staff who had come to assist you by shouting at him and behaving in an inappropriate manner. You also video-recorded the conversation with him on your mobile phone and asked for his name and the name of the company managing director. This was puzzling as the details of all the executive officers of the company together with their respective email addresses are clearly displayed and accessible on our website.
What would your reaction be if someone had gone into one of the clients of Reputation Strategies Ltd and behaved in a similar unreasonable and threatening manner?
We subsequently replaced the fittings on your steamer chair, cleaned it and returned it to your London home within a week, together with a free matching Folding Teak Picnic Table in compensation for your journey.
We hoped that you would have found this arrangement satisfactory and, as a communications consultant who is cognisant of the effects of negative reviews on a company, thereby updated your review to reflect the changed circumstances that more accurately communicates the integrity of our company.
As honest professional people at Cyan, we conduct ourselves with the utmost integrity. Therefore, we trust that you recognise that we have dealt with your issue appropriately and, having reflected on the matter, will find the time to remove or update your reviews and various blogs together with the inappropriate and ambiguous ‘but beware’ comment you have also left!
Understanding that you have political aspirations, that you are a director of Reputation Strategies Ltd and used to be a communications consultant for GLH Hotels formerly the Thistle Hotel Group we are very surprised by your less than even-handed review that by no means accurately reflects the ethos of our company.