Ian M.

Updated a day ago

Me and my partner ordered £4000 of

Me and my partner ordered £4000 of items between us in May 2020.

We E-mailed on 3 separate occasions to cancel the orders well before delivery dates. We E-mailed Mon 18th, Wed 20th and Fri 22nd which was the week before the following Wednesday 27th delivery.

The E-mails had an automated response, but we had no reply until Monday 25th which is understandable due to covid-19. To be fair. One week after the first E-mail and 2 days before the delivery date was my response time.

We received a phone call that was from John on the retentions team on Monday 25th.

I was cancelling because I had seen lots of pictures of reviews on sitejabber. Oh my God those reviews were accurate btw!

During the phone call with John on the retentions team. He assured me there can be problems but not often. This was untrue. I knew I was going to have issues and oh boy I did! My biggest regret was not cancelling there and then.

So Wednesday 27th comes. I received a wiltshire dining table that was ok, but it did have imperfections on it. Strange light cube/square like marks about 2cm x 2cm on the dining top in 2 places. I could live with that not too bad. I am not complaining about that. I'll give a bit of leaway.

So I waxed my Wiltshire bookshelf and used one of the dining chairs to get to the top. The seat made a crunching noise from the leather seat, so I got off it immediately. This shows how poorly they are made. The 6 chairs were half price which seems to go on forever to be honest. Bank holiday, end of month sale and big savings event are 3 things I have seen in the past 2 weeks on the website. It's a load of rubbish and a selling point.

Getting back to the furniture. I also received 2 wiltshire bedside tables. This range has a line pattern around the top, this is created by putting a square panel of wood into the centre on the top of the drawers creating a gap around it. That square panel was put on without care diagonally instead of straight and looks ridiculous. Some sides are thick now some thin around the top. It obviously looks pretty strange not being asymmetrical. Pictures of this were sent to customer services on Saturday and I am awaiting a response.

The second bedside table is natural light coloured wood everywhere and a bottom drawer on one side of the drawer is half light and dark coloured that also looks silly. Looks like it's been built with wood scraps, no wastage. There is no fault on this but it looks silly.

Major concerns

A wardrobe arrived badly damaged and I had to lift 100kg to the shed as well as putting my old furniture back upstairs! Almost broke my fiancees back. Lucky I had a shed because it would have been left outside otherwise. My house is small and the returns team are not working at the moment. I now have to wait for returns to resume to swap the wardrobe. Arranging a replacement wasn't easy. I was on hold for 30 mins, the assistant never called me back after uploading photo evidence, so I was on hold for another 30 mins. The second assistant had cartoons on quite loud in the background too. It feels like an interrogation when they deliver damaged items... it shouldn't be like this.

Me and my fiancee had to carry the 100kg wardrobe from the side of our house to our shed. The wardrobe arrived with the base inside the wardrobe doors and the sides of the wardrobe were completly snapped. Huge 80cm splits in the side panelling shows how thin the wood is as it was well packed and the back panelling was moving freely. Lots of packaging to get rid of too. So I had to go to the tip.

I have 2 outstanding orders of a Hercules range of a double wardrobe, 2 bedside tables, bedroom drawers in another order too; so I'm pooping myself here.

Think I might have to cancel those 2 orders as they are £1500 and I don't fancy lifting another broken wardrobe to my shed or getting other imperfect bedside tables. I am left with a wardrobe in my shed with an unknown pickup and swap date and 2 weird bedside tables.

John was fair with me and added the free gifts that I didn't add to my basket which was kind of him.

This furniture in made in Vietnam, takes ages to deliver if not available and is made without care and cheaply where possible, side panels especially. The only positive thing I can say is that the drawers have dovetail joints and are pretty solid as are legs.

Quite gutted overall

Delivered order numbers are

******* dining suite

******* 2 x Wiltshire bedroom tables, tallboy, double wardrobe and bookshelf.

Outstanding orders:

******* 2 x hercules bedroom tables and double wardrobe, 4 free gifts from spend £1500 offer x 2 (July 6th delivery)

******* hercules drawers, wax and a mirror (July 6th delivery)

Which I may cancel as I'm not very pleased.