Order - 8091EE041 Let me just start off by stating I spent around £10,000 this year at the Gillingham show room, no issues. We then we made the error of ordering a £200 rug from their online store. We ordered this on 8th July 2021 and patiently waited, having waited 8-12 weeks for the furniture ordered from the showroom. Around 3 months later we called Gillingham and were told we had to call the online shop as separate entity. We then called a couple of times but had to go as was waiting over 20 mins a time. We decided to email instead. Never got a response from emails. By the end of October I managed to get through to someone on the phone who told me that the shipment was in Dartford and would be delivered soon. Having waited 10 days with no rug I called back again; the next assistant called the supplier while I was on the phone and to much shock said the rug had been delivered at the end of July. Well, we had never received a rug, never had a note through our door, never had an email and defiantly no call. Apparently, it had been delivered to a neighbour unbeknown to us. They then provided an email with proof of delivery and picture of the neighbour receiving the rug and suggested we make contact. I then had to go have a very awkward conversation with the neighbour who suggested they had never received the rug; once presented with the photo the story changed that they had left it on the road outside our house as no one was in. We then emailed them to say we wanted to make a formal complaint, as we were never informed of the delivery to our neighbour and had wasted a lot of our time on the phone and emailing, as well as waiting for over 3 months - not to mention the awkward exchange with my neighbour. We never got a response back, sent another email, again, no response. In total we had sent 6 emails over the course of this endeavour and maybe had 1 response. After waiting another 2 weeks with no response I thought I would have better luck on the phone. I asked to speak to a manager and was told they were busy and would call me back, so provided my details. No call back for two days. I called back again and said I needed to speak to someone today and I had been waiting for a call back. Finally, I got a call back from a manager who didn’t seem to have any idea of what was going on with the order, in fact every time I called this company, I had to explain the whole story again and again. Anyway, he asked me what I want to do, refund or the rug, I said I want both. At this point I felt we deserved both with the amount we had recently spent at the Gillingham showroom and all the terrible service, no response and wasting of my time trying to chase them up. I was told I could not get both. I insisted and he told me he would see what he could do. I did not hear back from him. I had waited another 10 days. I decided to call back again, this time the assistant couldn’t put me through to the manager but asked what was going on, and I explained again. He then asked what I wanted to do. Being exhausted and dejected by this ordeal and with no acknowledgment from management, I thought the best thing to do would be to reorder the rug and once received, I would then attempt to get a refund for all the time wasted and poor service. The assistant then said he was reordering the rug which should be with me in a week. A week went by and we then had a refund turn up in the bank, no rug. I urge anyone out there looking to buy anything from this inept bunch, PLEASE DO NOT!!!! Worst experience I have ever had to endure while buying something online. Zero customer service, awful communication, management which don’t care or respond and never any notes made regarding my ongoing issues.