Comfy Homes 

Antwoord van Comfy Homes

23 mei 2022

Hi,

We reached out to you to request your order number on two occasions but without reply. I could not locate your order so I am unsure if you have contacted the correct company so unfortunately we could not look into your query and respond.

Thank You

Antwoord van Comfy Homes

12 mei 2022

Dear Customer

We are very sorry to hear of your concerns and it is always disappointing to hear when customers feel they did not receive the shopping experience they expected, however at times despite customer expectation we have to analyse objectively if we did anything wrong or did not do something which we committed to. On this occasion I did not find we fell below our standards as explained below.

You confirmed that on delivery the carriers opened the goods for you to check and it looked OK. Any visible defect/damage would be visible at that point. The question we would ask is why would you accept the item at that time if the damage existed? The purpose of this is to allow customers the opportunity to check the goods and be completely satisfied or to simply refuse the item should it not be to their standard. If someone is requesting one to check goods before you sign and take receipt, then it is not reasonable to expect to claim the goods were damage later when the goods are no longer under our control. The onus is on the customer to check, the carriers cannot force or expect to verify this on your behalf.

Majority of our customers appreciate this service as it ensures they receive goods in good order and should they not do so on the rare occasion, they have no inconvenience of returning the goods as the goods can be returned immediately.

Therefore, the claim for damage was correctly rejected by the relevant teams for the above reasons and we would believe it is unfair to expect one to accept a claim after been given the opportunity to check the goods on delivery which our teams inform you will be taking place on the day of delivery if the goods are delivered in this manner.

This is stated clearly in the terms and conditions, but we understand from time-to-time customers may not wish to read these, but we can see we iterated this again when confirming delivery with you in writing. This was not in some small print hidden, but in capitals and bold wording explaining that goods must be checked on delivery and refused should you for any reason deem them unsatisfactory as no claims for damages or defect would be accepted should you accept the goods. This is then further stated at the time of delivery which customers read before being able to sign the POD while taking receipt of the goods.

If you feel we deserve a one-star rating after completing all of the above, then unfortunately we would kindly disagree.

You also stated our teams took three days to get back to you, which is incorrect. You contacted our teams on Wednesday 5th Jan at 20:03 (out of hours) and our teams responded on Friday 7th Jan at 10:02. Also please note before responding our teams must research into the query, then retrieve information regarding the order and then respond so it may take a short while to be able to reply effectively. The automated emails explain this process and we were responding within our stated timescales on each occasion.

Nonetheless we apologise for any inconvenience we may have caused you but there is little else we could have done while the goods were under our care and transferred across to you and therefore, we hope you can reflect on the rating issued and perhaps revaluate as we did not default on anything we had promised or stated.

Thank you for your time and thank you for shopping with us. We do hope you feel you can confidently shop with us in the future, but should you receive any fragile items which are shown on delivery and not left in boxes, then we kindly request for you to check these and only take receipt of the goods should you be completely satisfied.

Many thanks
Customer Service Manager
Brian Longley

Antwoord van Comfy Homes

Geüpdatet op 12 mei 2022

Dear Mr Tajul

We are sorry to receive a negative review and we can appreciate you may have expected a much better service which is subjective for each individual and we respect that but we beg to differ on this occasion which will be explained further below.

You placed an order on the 22nd November 2021 at 00:16 (Midnight). You contacted our teams on the 23rd November 2021 at 1:55 after midnight stating that you had not received an order confirmation. Our Team replied on the 24th November at 8am stating that you should have received a sales order confirmation should you have placed an order but if you provide your details, we can check this for you.

You sent another email on the 23rd November at 13:09 asking the same question and our agent replied to this on the same day at 22:03 informing you that our Processing Team had sent you an email (on the 22nd November 2021 at 12:11 (midday)) with delivery timescales of the order which would have been further confirmation of the order being received as you should have also got as with any website online, an automated email as soon as you placed your order. You replied back on the 24th Nov at 07:45 stating that the email address you had provided at the time of order was incorrect. Therefore, naturally the confirmation or any emails we sent would not have reached you. Our teams then updated this on the system.

You then were sent an email from our Dispatch team on behalf of the carrier. With some carriers (who are third party organisations by the way) we insist on contacting our customers with delivery dates etc to ensure they have been notified etc and do not wish to rely on their contact methods. Therefore, on the 25th Nov 2021, our Dispatch team sent you an email to book in delivery and this also contained important delivery information for the 29th November 2021. Therefore from point of order your delivery would have been complete within 8 days or so. You replied to this email stating you could not receive delivery if it was to Ground Floor and if the carrier cannot deliver then to cancel the order.

You then sent another email shortly after stating, delivery is OK and to deliver inside so you no longer wanted to cancel. The agent took this to mean you were ok with it on Ground Floor as you clearly sent the second email to confirm delivery without us confirming we can deliver to your designated floor.

All goods are to Ground Floor. This is stated clearly on our delivery information page. Unfortunately, we cannot dictate to carriers to deliver to another floor, this is not the service they provide and some that do offer this option, charge for this service. However, when our teams contact customers regarding delivery, the goods are already released and in the possession of carriers so we cannot guarantee any special requests at that time as this is not within our control and therefore you would be expected to pay for this extra service or make your own arrangements on the day of delivery to take the goods yourself. It is a decision for you to make. We provide free delivery to customers but hopefully you can appreciate that delivery is not free, and we have to pay carriers for their service. As this was a large 60kg glass item, the charge for a one-way delivery is £120 which we pay. If you expect us to pay an additional sum to take it to your designated 9th floor then unfortunately we are unable to do so as per our terms. The carriers can refuse to take the goods up any floors, this is their prerogative and not something we can stipulate but can only request.

On the day of delivery as you refused delivery as they requested an additional charge for your request, the goods were returned. Unfortunately, as this delivery was refused, a return charge applies. If you wish for redelivery, a redelivery charge applies at a discount which was offered at £64.95. You ultimately stated that you did not wish to pay this so as per the process, this order was cancelled, and the return charge deducted correctly from the refund issued.

You were unhappy about this and sent 11 emails disputing this which our teams explained and clarified repeatedly but you were not happy with the responses.

You then decided to contact the payment provider and they also REJECTED your claim after evaluating the evidence submitted.

If you have certain requirements or have any queries, most of the information is available throughout the site however you can always reach out to our teams prior to placing your order and they would be happy to confirm or clarify any queries so you can make an informed decision if our services and goods are suitable and up to your standards. We cannot be expected to be held responsible for expectations you may have that we have not stated, we are unable to read your mind when an order comes through. Once an order is received we process this is the usual manner.

As you can see from my response we are disappointed with the transaction as unfortunately every so often we are encountered with customers who do not acknowledge any error on their end and believe the complete fault lies with the retailer which is unreasonable in our opinion because we strive to ensure we provide a decent if not a great service and we also get things wrong at times as we do deal with thousands of orders on a monthly basis but we are unable to tolerate complete unreasonable behaviour and requests and be expected to provide services we simply cannot provide at times.

Judging by your emails we expect you to disagree with the above but we hope it provides some clarity and hopefully assists you in the future in some form.

We wish you the best.

Many thanks
Escalations Manager