Seven weeks ago we ordered a nice leather corner sofa from sofasworld.co.uk which is a division of worldstores.co.uk - a group of websites that sell pretty much everything from bedding to playstations.
The sofa was out of stock but be delivered in 2-3 weeks claimed the website. As a concious online shopper I googled the company and.found a BBC news article discussing its success and also some consumer websites rating it 4/5 stars on average.
That was enough verification for me that they were not out to rob me blind so we ordered it and they took.the £600 from my bank.
3 weeks later the sofa had not appeared and the website still listed it as a 2-3 week wait so I emailed the customer services who responded that it was due back in stock the following week and apologised for the delay. Fair enough, these things happen.
Another week passed with nothing so this time I called them and after spending twenty minutes on hold, I spoke with a girl who told me that it was a build to order item coming from Poland and that it would be another week. I wasnt happy about this but only having another week was survivable.
I'm sure you can now guess what happened the following week and the week after that. More calls with the excessive hold times, more emails from me but the same excuses from them. My family had to sit on the floor for over a month because they did not keep contact and advise us of delays and problems.
I finally had enough last week and threatened to cancel my order. The girl put me on hold and when she came back on she had the suspicious good news that it was back in stock.
Then the cycle started over. They could not give me an accurate delivery date. I called up on Thursday to verify that it was out for delivery and they said yes. An hour later we got a call saying it would now be Monday. Saying I was not happy would be an understatement and i made this quite clear to them.
I opened a case with their complaints department (one person who was conveniently on holiday) and threatened them with legal action but the best they could do is deliver on Monday.
Which they did...just. The delivery note said that it was only to go to the door and then we would sort it so the driver just dumped it and ran, there were four feet missing for the sofa and it was a pain to get into the house.
So in summary, don't order from sofas world or any world stores company as you will suffer. You will suffer listening to the endless loop of 5-6 songs when on hold, you will suffer their lies and excuses and will suffer when the product finally limps its way to your door.
If you've found this page through googling because you have already ordered from them. Here are some staff direct dials of team leaders who will be somewhat more helpful than the five call centre staff they seem to have....
Michelle - Team leader - 0208 408 6268 (Very helpful, deserves a better job)
Michael - Deliveries - 0208 408 6269 (didnt call me when he was supposed to)
I wish I read this brfore order sofa from them. I ordered a sofa after Christmas when sofasworld showing on sale, then I've been told, out of stock, they said ask me wait till end of march, I simply can't wait for that long, so I found another similar sofa on their site to ask if they can replace to that one if they can otherwise I have to cancel order. Then they told me that will be fine and she already put delivery date for me , next Monday. Sounds really good and she ask me for feedback, I left was good and helpful even I haven't recive sofa yet then I found out, I was stupid to left feedback too early. Monday my husband took a day off work with me to wait for sofa delivery, no one turned up and no email or phone call contact at all. Tuesday I contact them again to ask if they can't deliver a sofa to me, please just cancel it, then no answer. I finally tracked ba to my order, but I didn't get my refund yet, still work on this stupid thing.
ReplyDeleteDon't buy anything from them, seems they are same company, sofasworld and worldstore.