Poor Service Delivery

We purchased a Windermere Corner Wedge – Latté and matching scatter cushions on 20 July 2026 (delivery was noted for 2-3 weeks). The incorrect wedge section and wrong scatter cover were delivered on 11 August 2026. Despite reporting the issue immediately and returning the incorrect item, it has taken over two weeks of continuous follow-up to obtain any meaningful progress.

Throughout the process, we received numerous emails advising that the matter had been escalated, stock transfers were being arranged, or items were being prepared for dispatch, but very few firm timelines were provided. We repeatedly had to chase for updates and even requested contact details for a senior manager due to the lack of resolution.

To make matters more frustrating, we were recently advised that the correct scatter cushion would only be dispatched after the incorrect one had been returned to the warehouse, despite the incorrect cushion already having been collected.

While Yolande from Customer Service remained polite and responsive throughout, the overall process highlighted significant shortcomings in communication, coordination, and customer service. When purchasing premium furniture, customers expect better service delivery.

Positives: • Polite and professional customer service agent.

Negatives: • Incorrect items delivered. • Slow resolution process. • Lack of clear delivery dates and accountability. • Multiple follow-ups required to obtain updates. • Poor communication between departments.

Unfortunately, this experience has not met the standards we expected from a premium furniture brand.

To date 25.08 I have not received any items ordered and paid for.