A lovely idea, but very disappointing service, communication and value for money.
I ordered a handmade side table after falling in love with it online. I was genuinely excited about my purchase and particularly loved the idea of supporting a small independent business. Unfortunately, the whole experience has been incredibly disappointing from start to finish.
After three weeks of hearing nothing about my order, I reached out for an update, only to be told that my order had been missed and would now be made and dispatched as soon as possible, with delivery promised by the end of that week.
Unfortunately, this was just the beginning of a series of issues. My order was shipped to my billing address rather than the delivery address I had provided. Despite contacting Richard to have this corrected, the legs were still delivered to the wrong address. Meanwhile, the tracking for the tabletop showed that the courier collection had been cancelled and didn’t update for days. I contacted Richard again, who assured me it had been collected, but ultimately another tabletop had to be made and I was once again promised delivery by the end of the week.
After multiple delays, delivery issues and further builds, my complete order finally arrived over a month after I had placed it.
Unfortunately, the disappointment didn’t end there. When I opened the tabletop, there were no assembly instructions or guidance on where to attach the legs. The website states that the wood comes with pre-drilled holes, but mine didn’t, meaning I had to contact Richard yet again for clarification.
I also have to say that, whilst the finished table is alright, I was underwhelmed by the quality for the price paid. The tabletop is essentially a fairly basic plank of wood which personally I could have picked up from B&Q for a fraction of the price. I had just expected something a little more special given the price and the emphasis on it being handmade to order.
What has frustrated me most throughout this experience is the complete lack of proactive communication. At every stage, I was the one having to chase for updates, identify delivery problems and ask questions. Whilst Richard was apologetic when I contacted him, I would have expected much better communication and customer service, particularly when so many things had gone wrong.
Had the ordering and delivery process been smoother, I would seriously have considered returning the table for a refund, as unfortunately I don’t feel the quality reflects the price. However, after everything it took just to receive the order, I simply don’t have the energy to go through what could potentially be another lengthy and frustrating process.
I really don’t like leaving negative reviews, particularly for small businesses, and I had genuinely wanted to love both the product and the experience. Sadly, neither lived up to my expectations.
