Your embarrassing uncle in the furniture business – Joshua Doore

<p>Your embarrassing uncle in the furniture business – Joshua Doore</p> <p> </p> <p>A word of caution. If you are thinking of buying anything online from Joshua Doore and Russells think twice, then make an alternative arrangement.</p> <p> </p> <p>In January we brought the Grafton Everest, Dynasty suite online. Grafton Everest claim they “set the standards for comfort, quality and design. If they do then those standards are “poor comfort”, “appalling quality” and “shoddy design”. Within a few months the suite began to wear thin and tear.</p> <p> </p> <p>We contacted Grafton Everest In July 2016. They fobbed us off and told us it was the dealer’s problem. We tried to contact the dealer. My emails to JD of 7, 18, 19, 24 and 26 July and 23 August 2016 were ignored. I phoned the call centre. As we had bought online (yes, our mistake) we were referred from dealer to call centre to dealer to call centre. Eventually, after various dropped calls and some begging, the company resolution department accepted the complaint on 15 September 2016. We were informed the complaint “has been escalated to the relevant department for urgent attention.” On 19 September 2016 we were informed that the suite would be collected for inspection. I asked how long the process would take place. I was informed that no indication could be given. Nor could any alternative suite be provided in the interim.</p> <p> </p> <p>As the alternative was to live with or replace the now shoddy Grafton Everest product we reluctantly made arrangements for the suite to be collected. As we didn’t hear anything a week later we contacted the “customer resolution centre”. We were informed that “the supplier advised that they are currently awaiting feedback from the repair agent and will relay the progress soonest”. That didn’t happen.</p> <p> </p> <p>A week later after further inquiry we were informed that “The reason for the delay is that the supplier was waiting on the raw material to complete the repair.” I mean, really??</p> <p> </p> <p>That was the last we have heard from the Joshua Doore and Russels “customer” resolution centre. I guess it resolved the customer issue for them. So if you want a substandard quality product and poor service then a Grafton Everest product from Joshua Doore and Russells is the way to go. One shudders to think why it has taken more than a month to “repair” the suite.</p>