our advice is to be absolutely sure
Furnitureatwork.co.uk has your office furniture in stock BEFORE you order.
Although in our experience even if they say they've got an item in stock they
may well not have! The item we were awaiting for nearly five months
appeared on their website as being for sale despite the fact it was out
of stock.
We ordered a desk on 16th March 2007 and
were advised that it would normally be delivered in 5 - 10 working days.
It wasn't. Communicating with furniture@work.co.uk is very difficult as the right hand doesn't appear to know what the
left hand is doing. Their "warehouse" doesn't respond to enquires -
urgent or otherwise. They seem to have several unconnected systems so
there's no continuity. Getting help on the phone is usually a long wait on
an 0870 number whilst being forced to listen to moronic radio programmes while
you wait. Our purchasing experience with this company has been frustrating
and unpleasant. Furniture at work took four
months and twenty four days to deliver our order. If you have the time to spare read the email
string below (read from the bottom to the top); note the dates
and how long it takes to get replies to emails - and whatever else you do be
sure to make an informed decision about
Furniture@Work Ltd before you buy and you might save yourself a lot of stress!
You might also like to read the fax that was sent to
Furniture@Work Ltd on 30th March 2007.
A copy of the fax was also sent by mail. You can find this here.
We have never received a reply to this communication. Our Vote: Big thumbs down. Don't be fooled by an elegant website
claiming best prices and best service and if you do have a "critical deadline to
meet" (their words not ours) then we recommend you buy elsewhere. Check the reviews link below for Furniture At Work.co.uk and
we're pretty sure you'll decide to spend your hard earned cash
elsewhere! Reviews Email
correspondence between us and Furniture@Work.co.uk
(Click to read from beginning - bottom to top) 12th
Augsust
Diary Note: Desk assembled and acceptable. If you
don't mind handing over your money and taking pot luck with delivery
(whilst allowing furniture at work to act as your bank) then the prices
are excellent. 9th
August
Diary Note: No phone call from the driver but the desk
arrived at 12.20!!! Of course it has yet to be unpacked and
assembled and after four months and twenty four days of waiting we hope that
we have no more complaints!
Email
received 04 August 2007 10:45
Thank you for your customer service enquiry.
We expect the delivery of your order to take place within the next ten
days. Your order is currently with the carriers.
Please do not hesitate to contact us should you have any further
enquiries. Please accept our apologies for the delay and any
inconvenience caused.
Regards
Customer Service Team
Furniture@Work Ltd
30th
July
Diary Note: The promised telephone call from the manager
didn't happen! Left a message on his voice mail to call us with a
delivery date. Eventually the transport company called back and
promised delivery for 9th August and the driver would call between 7 and
8 in the morning to give an ETA. 24th
July
Diary Note: A manager called today to check we hadn't
cancelled the order! Said he would call back on the 30th July to
give us a delivery date. 23rd
July
Diary
Note: Decided to call one more time having found their
"real" telephone number (by visiting say
no to 0870). After suffering through eight minutes of today's
mindless radio show whilst on hold, finally spoke to someone who was
very helpful! The lady in Customer Service read this email string
because "their system was down" and promised to get back to us
with a reason why we've encountered all these problems. She was
true to her word (and the first person to follow up during all these
months). She said that the item was indeed out of stock and
convinced us to wait until 1st August because the item would be coming
in to stock that day. After more than four months we guess it's worth the
wait just to see what happens .... watch this space!! July
20th 2007
Further to our email
earlier today (see below) under the circumstances we have decided that
enough is enough and therefore request an immediate refund on our
order number W266939.
helpdesk
----- Original Message -----
From: Coconut Connections
Sent: Friday, July 20, 2007 4:16 PM
Subject: Re: JBA 399043 Contact us - Delivery
We also regret that
we have had cause for the many complaints. Getting replies to
correspondence is a major undertaking each and every time. The
fact that you are still offering this product for sale on your website
is amazing. Either you're going to get information and a
delivery date on this item or you're not. Who if not Customer
Service should have details on stock levels? It's absolutely
clear after all these months that your warehouse does not respond to
requests for information urgently or otherwise.
We would like to know
why there is this long delay and what is causing "stock
issues". Saying you have stock issues is meaningless.
It takes two - three months from ordering our own products from Australia
and New Zealand to receiving them here in the UK via ocean freight.
Where does this desk come from that you don't have it in stock after 4
months?
We have never
encountered such inept customer service in all our years of on
and offline trading.
helpdesk
---- Original Message -----
Sent: Friday, July 20, 2007 11:22 AM
Subject: JBA 399043 Contact us - Delivery
We
regret that you have had cause for complaint, and apologize for the delay in
responding to your enquiry.
We
had stock issues with your order. We have forwarded another request to our
warehouse as a matter of urgency for information on your delivery. We will
respond as soon as we have confirmation as to the status of your order.
Please
do not hesitate to contact us should you have any further enquiries. Please
accept our apologies for any frustration and inconvenience caused.
Regards
From:
Coconut Connections
Sent: 18 July 2007 13:34
To: CSControl
Subject: Fw: JBA 399043
Contact us - Delivery
I
am still awaiting a reply to this email. I am still awaiting the desk
I ordered on 16th March the last promised delivery date being end of June
2007 - perhaps you meant 2008?
Are
you still in business?
A
reply and an explanation would be much appreciated.
-----
Original Message -----
From:
Coconut Connections
Sent:
Thursday, June 28, 2007 10:10 AM
Subject:
Re: JBA 399043 Contact us - Delivery
It
is now June 28th. When can I expect delivery of the desk we ordered on
16th March?
helpdesk
-----
Original Message -----
Sent:
Thursday, May 10, 2007 9:47 AM
Subject:
JBA 399043 Contact us - Delivery
Thank
you for your customer service enquiry.
Unfortunately
the items are out of stock until the end of June. The warehouse will call
you as soon as items arrive back in stock
to
arrange a delivery date.
Please do
not hesitate to contact us should you have any further queries and please
accept our apologies for any inconvenience caused.
Regards
Customer
Service Team
Furniture@Work
Ltd
Web - www.furnitureatwork.co.uk
<http://www.furnitureatwork.co.uk/>
E-Mail -
cscontrol@furnitureatwork.co.uk
<mailto:cscontrol@furnitureatwork.co.uk>
This
e-mail may contain legally privileged and confidential information and is
intended solely for the addressee. If you are not the addressee, you must
not copy, disclose, or take any action in reliance on it. Further, if you
are not the addressee please notify the sender by reply e-mail and delete it
from your computer. Furniture@Work Ltd accept no liability for changes made
to this e-mail after it was sent or for viruses carried by it. Any views,
opinions, conclusions or other information in this message which do not
relate to the business of this firm are not authorised by us. Furniture@Work
Ltd's principal place of business is National Call Centre, 333 Bath St, Glasgow G2 4ER
-----Original
Message-----
From: Coconut Connections
Sent: 08 May 2007 12:28
To: CSControl
Subject: Fw: JBA 399043
Contact us - Delivery
Another
week as passed and in the absence of any replies to my emails I have again
telephoned the Customer Services department. I have now been advised
that delivery of this item is unlikely to take place before the week of
June 1st.
-----
Original Message -----
From:
Coconut Connections
Sent:
Tuesday, May 01, 2007 11:03 AM
Subject:
JBA 399043 Contact us - Delivery
We
are still awaiting a reply to the email below and a delivery date.
Has the item come into stock?
-----
Original Message -----
From:
Coconut Connections
Sent:
Monday, April 23, 2007 10:19 AM
Subject:
Re: JBA 399043 Contact us - Delivery
Your
warehouse has not contacted us to advise when we can expect delivery of
the item that was paid for over a month ago. It is now week
beginning 23rd April. Please advise the situation.
-----
Original Message -----
Sent:
Wednesday, April 04, 2007 1:30 PM
Subject:
JBA 399043 Contact us - Delivery
Dear
Customer
Thank
you for your email.
The
warehouse has confirmed that the item is out of stock. The item is
expected into stock next week and delivery to you expected the week
commencing 16th April. The warehouse will contact you once the
item is in stock to confirm an exact date.
Please
do not hesitate to contact us should you have any further queries and
accept our apologies for any inconvenience caused.
Regards,
From:
Coconut Connections
Sent: 03 April 2007 09:42
To: CSControl
Subject: Re: JBA 399043
Contact us - Delivery
What
a way to do business!
After
approximately one week of trying to get a definitive answer this is what
finally arrived. I was assured last Friday that the product was in
stock (see attached).
Is
it or is it not in stock, and how long will it take to get a confirmed
delivery date?
On
the basis that it's taken this long to get a response,
"shortly" is meaningless.
-----
Original Message -----
Sent:
Monday, April 02, 2007 2:46 PM
Subject:
JBA 399043 Contact us - Delivery
Dear
Customer
Thank
you for your recent customer service enquiry.
Delivery
is normally between 5 to 10 working days however this is only a
guideline and some orders do take longer. We have requested a confirmed
delivery date for you and will contact you shortly to confirm when this
will be.
Please
do not hesitate to contact us should you have any further queries.
Regards,
From:
Coconut Connections
Sent: 29 March 2007
16:54
To: CSControl
Subject: Re: Contact us
- Delivery
Thank
you for your acknowledgement yesterday. A reply with a delivery
date would be very helpful, especially as the product should arrive
tomorrow. The order is not going to a large office. Someone needs to be here to accept delivery.
-----
Original Message -----
Sent:
Wednesday, March 28, 2007 12:57 PM
Subject:
FW: Contact us - Delivery
-------------------------------------------
From: web@furnitureatwork.co.uk[SMTP:WEB@FURNITUREATWORK.CO.UK]
Sent: Wednesday,
March 28, 2007 10:52:53 AM
To: web
Subject: Contact
us - Delivery
Auto forwarded by a Rule
Web
query
Query
area
Delivery
Query
detail
Order
Number W266939 - 16th March 2007 Can you please confirm what day this
week the desk will be delivered? It's due on or before Friday 30th.
Invoice
number
Order
Number W266939
Response
required?
yes
|
