I recently bought a piece of furniture from their online store and the whole experience turned out to be the most abysmal shopping experience of my entire life. When it was delivered to me in the first instance the box was so obviously damaged that even the courier commented on it, but assured me that all products are ‘quality checked’ before being put on the van. I tried to stay optimistic but when I opened the box I could see that the legs had been snapped, the furnitures was marked and noticeably damaged. Called the CS team who advised me that, despite how upset I was that an item had even been delivered to my house when it was so obviously damaged, the only thing I could do was wait ten working days and the courier would get in touch with me to pick it up and then my refund would be processed 3-5 working days from there. I spoke to Tina who refused to escalate the claim and just kept repeating that this was the process. So, I waited 2 weeks (ten working days) and had I heard anything from the courier? Nope. I contacted CS again and after condescendingly asking if I’d waited the right amount of time before calling, the agent I spoke to (Becky I believe) told me that actually I was given the wrong information by Tina as they had a new courier service and my collection hadn’t even been booked in. I vented my frustration again as if I hadn’t called to chase them up, when would it have been picked up? Probably never. But still, no escalation process and just a meaningless sorry was given. I then had to call the courier myself to book it in. On the day it was picked up I heard nothing to say it had been collected or received by The Range so the following day I called asking what happens next. I was told on the phone by another one of their CS team that the process was that they would receive the parcel back from the courier that day and my refund would be processed within 3-5 working days. So, patiently I waited AGAIN for the allocated time to pass, however, no refund was received. Shock. I called CS again today only to be informed by Becky that the refund was just never processed their side, despite having received my parcel back. I cannot express how shocked and disgusted I am that a company so seemingly reputable can just ’not process refunds’ for customers who have waited over a month for an ordeal like this to be sorted out. Becky gave me another casual apology and said there was no escalation process and it will be 3-5 working days from today. Yet again I am wondering, if I hadn’t called to chase that would it have ever been processed? Probably not. So, when I was advised initially it would take 10 working days for the courier to pick it up and then 3-5 working days for the refund to be processed, this was the biggest load of rubbish I ever heard in my life. I’ve made four calls in total to their team because not one single person has given me the correct information. I was patient and understanding and happy to abide by their process the whole time, yet I have been lied to by their team every time I have called, fobbed off and treated appallingly. The worst thing about this whole experience was that there is no escalation process, given just how terrible this whole experience was, you’d think there would be some sort of place for customers to speak to someone senior or a dedicated team who resolve/or even just acknowledge when things go this badly wrong, but no. Genuinely, I cannot express just how disgusting my experience has been as a customer of theirs. My advice would be to everyone to just not shop here.