HORRIFIC CUSTOMER EXPERIENCE

2 weeks ago I was looking to replace a sleigh bed. A nice guy at Decofurn discussed my concerns and assured me on a purchase for a specific bed. He called over a staff member, confirmed what we wanted and said that we would be taken care of. Items were reconfirmed, although the guy seemed distracted and trying to quickly push forward to payment.

Fast forward, last week the bed was delivered. Unfortunately due to other commitments, arrangements were made to set up the bed yesterday. I wasnt home at the time and when I had gotten in immediately realised whilst the bed was being assembled that it was the wrong one and not what I wanted! I asked the guys to stop and immediately contacted Decofurn.

I spoke to one of the managers, Thomas, and explained the situation. He said he would investigate and contact the regional manager. I explained the bed I was using was already dismantled and needed for the matter to be addressed with the utmost urgency. Confused at the occurence, I decided to go to the store.

Upon my arrival, I spoke to a lady who advised the "Big Chief" wasnt in but I could speak to Thomas who was one of the managers.The guy that initially helped wasnt in.Whilst talking to Thomas he received a call and said he would be back. I waited whilst he took the call and thereafter proceeded to attend to another customer. Whilst waiting,I approached the guy who placed the order and asked if he remembered me.I pointed to one of the items purchased and he pointed to the bed I had wanted and said I had also bought the Dollie (I didnt know that was the name of the table I bought and checked my slip to confirm). He remembered! I proceeded to inform him that he had ordered the wrong bed and not the one I wanted. A sudden case of amnesia began. He backpedaled realising the error and said he couldnt remember exactly what was ordered... REALLY??? He literally confirmed my order 5 seconds prior! I explained the situation and he asked if I still had the boxes which I confirmed. He said Thomas would be able to resolve the issue and it shouldnt be a problem.

Eventually Thomas came back and advised that since we had started assembling the bed, it couldnt be returned as per T's and C's. I explained that the bed was not the one I had wanted.The bed delivered was in complete contradiction to what I wanted and the concerns raised initially was not addressed by this bed. I expressed that the bed was brand new, never been used, not what I wanted and I hated the colour and style. Decofurn, Treating customers fairly???

Thomas said he would speak to another division and see what could be done. I again stated that I did not want the bed received. I wasnt asking for a refund, just the bed I had initially asked for! Thomas said he would call me once he had feedback. I asked how long and he said approximately 15-20mins. I confirmed that I needed urgent assistance as I now didnt have a bed and that I would have the bed put back into its boxes. I waited patiently for the call and NOTHING! After a few hours, I called back before the store closed. Thomas asked me to hold as he checked for something, then seconds later, said they would not change the bed! Unacceptable! Is this good customer service?

I asked for the matter to be escalated and if I could speak to the owner. Thomas said he had never met the owner and didnt have any contact details for anyone to speak to. He proceeded to say I could contact head office. I asked if I could speak to someone specific for help instead of being passed from pillar to post. I was told to call the call centre! I asked if this would be of any help and informed it would be directed to the regional manager who had said no already. Knowingly, a pointless gesture but I was still told to make the call??? I asked then what was the point to call if he knew I wouldnt be helped! He again said I should call the call centre. REALLY??? Obviously a way to get rid of me! I asked if the call centre would be open as it was already 4pm. He said "it should be." I called and ... "unfortunately we are closed".

I would appreciate if someone from Decofurn assist and get the issue resolved. All I'm asking for is the bed I wanted!