Name: The Range
Rating: 1.37

“Customer Sevice”

Posted 4 years ago

“Mrs Tina Norman If I could give no stars I would, I placed my online order on the 17th may and was told I would receive it on the 2nd June, and before that I would get a phone call, 2-3 days before hand so I could arrange a time, well this didn't happen, after being on the phone for about an hour at a time I got know where,I sent emails which came back unsent, I even went into the local store to be told it was nothing to do with them, After eventually being able to have a web chat on the 18th June I was given a delivery date for the 26th June, we were so happy. when the delivery men arrived I took one look at the box, we had been sent the wrong item, we received no communication from the range what so ever. there was no explanation as to what had gone wrong, to say I am annoyed would be an understatement, I would never order anything again. although we received a refund in our bank account today I still think the service is diabolical.”

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Posted 4 years ago

“Manager at Eccles isn't social distancing then refuses to apologise for not doing so and lying to me over the phone about it. I won't stop until I get an apology.”

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Posted 4 years ago

“Stood in Customerservice queue for 25mins, to not even be greeted with hello or sorry for the wait but told to wait until she fills out car park form. Karen in customer service was not very friendly. I explained I wanted to exchange some items for other items. She scanned an item was came up more expensive so I questioned it to which as the price in front of the product was wrong. She got the label and said it was for another item which was no longer there so I asked where my items price was which she then rudely showed me the barcode on the item with no price. I asked how I was meant to know the price from a barcode to which Karen said it would need to be scanned, so how does that help the customer??? Her response was if your going to say we should honour the price, we don’t we 24 hours..... I stopped her and asked for my items. She should not be in customer services AT ALL!!! A simple oh sorry I think it’s in the wrong place or sorry for the extremely long wait would have been enough. To finish it she I am trying I am on my own on here, well we are all trying just to get on with life at the minute so maybe get another job if it’s to much or the range should have other trained people on the customer service department. A smile, empathy and understanding goes along way.”

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Posted 4 years ago

“Horendouse customer service wats that , can’t get hold of them , no joy at all emailed on loads of occasions , phoned Been waIting in que 3Hours +”

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Posted 4 years ago

“I wish i could give zero stars. I ordered furniture 3 months ago. It showed up 3 weeks ago battered to pieces - the delivery driver was embarrassed to deliver it to me. I took pics, sent to The Range as per their policy, and rejected delivery. It's coming up to 1 month later, no reply to my emails, I'm on hold for up to 2 hours and the phone cuts out, haven't had a single person contact me nor have i had my money back. Stay away from this company.”

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Posted 4 years ago

“Never before have I experienced such and appalling service. Ordered and paid in full for a two seater and three seater sofa Delivery date was confirmed, so far so good. Delivery arrived a day early without any prior notice and certainly without the covid 19 'wellness' call that XDP (couriers) promote on their website. The delivery only had the two seater sofa and when I questioned the whereabouts of the three seater I was met with two very blank expressions from the two guys, who didn't follow any safety guidelines, then to be told the three seater would arrive the following day. So, the following day came and went and no sign of my delivery. After many attempts to contact the store where the purchase was made I finally managed to speak to an assistant to be told that we need to contact the delivery company (XDP). Well, it would probably be easier to make direct contact with Queen than it is to speak to anybody from this company. Emails sent with only generic replies and absolutely nothing else. So, I phone The Ranges head office to be told by the receptionist that the only way to communicate with them is via the 'live chat' on the website. The 'live chat' doesn't work!!! I've managed to find an email address and am currently in communication with a admin and order escalations representative but quite frankly, don't seem to be going anywhere fast!! "we'll refund your money and you can order another one via the website" is what I'm being told. Well why not just send us a replacement??? Honestly, the whole process has been an absolute farce! I guess the saying "you get what you pay for" rings true. Never again will I be spending a single penny in The Range!!”

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Posted 4 years ago

“Where do I begin.... £10 for delivery that takes over a week. The packaging was badly damaged and the mirror I ordered was smashed to pieces. How it could be safely delivered by one person given its size is beyond me. Looking at the reviews for this particular mirror, this is a common experience. I ring customer services to arrange a return and email photos of the damage as the automated message advises and then silence.... I make numerous attempts to call them but get put in a queue with no indication of the waiting time, just interminable loops of the same dreadful music. After 30 minutes on 3 occasions I give up. LiveChat puts me in position 150 - the speed of my progress in this queue suggests the indicated 10 minutes waiting time is fantasy....and so it proves when I finally have the time to wait around to get to the front of the queue.... Nearly 2 hours later, I get to speak to someone who blithely offers a collection and refund. No possibility of an exchange. No offer of an apology. Collection and refund within 3-5 days... Then no contact received from The Range or their couriers so I had to go through the pain of another online chat. I was then told that the advisor who told me I would get a refund within 3-5 days was utterly wrong. I will have to wait up to 4 weeks to wait for both a refund and a collection! I attempted to complain to the second advisor who just left the chat when she had no answer. Does any other company behave like this? The worst customer experience I have encountered in a very long time - I will not even contemplate ordering from The Range ever again. I advise anyone not to order online from The Range - simply not worth the hassle.”

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Posted 4 years ago

“Lamp broken on deliver,been trying to ring all day ,chat ,store allsorts ,not got to speak to anyone left with broken lamp ,il never shop on line with you again, and will be passing the message on.”

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Posted 4 years ago

“Do not pay for next day delivery, I did 8 days later still no wallpaper, quick enough to take the money”

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Posted 4 years ago

“Absolutely awful. Order turned up late. Complete wrong item sent. 3 two hour phone calls on hold to be cut off everytime. Countless attempts on the live chat cut off before I could below 150 in the queue. Store refused to help just told me to call the number. Facebook page refused to help just said to call the number. I've wasted so many hours. I just want the item I paid for! How hard is it to get something you've paid for. I'm stuck with an empty fireplace surround with no fireplace, and a huge incorrect fireplace I didn't order that I doubt I'll ever get to return due to their awful customer service. Lesson learned. DO NOT SHOP AT THE RANGE”

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Posted 4 years ago

“I ordered a bird table on 11th June as part of a fathers day gift. On 30th June I managed to get in touch with The Range online chat about the order as it still had not arrived. The chat said I was in a 10 minute queue, in reality I waited 2hours and 25 minutes. Today, 6th July I received an email to say I could have a refund for the delivery ( £9.99 which was a rip off to start with ) but not the £14.99 for the bird table that never arrived. So now I am in another 10 minute queue on the Online chat which so far has had me waiting 40 minutes... apparently the queue is only 128 long!!! Unbelievably bad service for such a big company.”

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Posted 4 years ago

“Avoid buying furniture from this place at all costs. I went into the store in Watford on 12th June and found the perfect dining table and chairs. I paid for it there and then to be delivered within the next few days. 19th June came around and it still hadn’t been delivered but apparently had been dispatched. Fast forward another week and after many phone calls to the store, I was told that it would be delivered the following day.... another 4 days went past and nothing. So yet more phone calls back and forth.... EVENTUALLY my table and chairs were delivered on 2nd July almost 3 weeks after the money left my account but of course it wasn’t that simple! I should have had 4 boxes delivered, 2 containing chairs, 1 with the glass table top and 1 with the table legs. Guess what? I have no table legs. So now I’m stuck with 4 chairs, a glass table top which is precariously leaning up against my living room wall with a 3 year old running around and no answer from either XPD the appalling courier company they use or the range. Absolutely fuming. Their customer service is beyond a joke and they don’t answer any social media correspondence either. So now I’m no doubt going to have to go back into store to actually get this resolved and I don’t hold out much hope with that either.”

The Range 1 star review on 6th July 2020

Helpful Report

Posted 4 years ago

“Avoid buying furniture from this place at all costs. I went into the store in Watford on 12th June and found the perfect dining table and chairs. I paid for it there and then to be delivered within the next few days. 19th June came around and it still hadn’t been delivered but apparently had been dispatched. Fast forward another week and after many phone calls to the store, I was told that it would be delivered the following day.... another 4 days went past and nothing. So yet more phone calls back and forth.... EVENTUALLY my table and chairs were delivered on 2nd July almost 3 weeks after the money left my account but of course it wasn’t that simple! I should have had 4 boxes delivered, 2 containing chairs, 1 with the glass table top and 1 with the table legs. Guess what? I have no table legs. So now I’m stuck with 4 chairs, a glass table top which is precariously leaning up against my living room wall with a 3 year old running around and no answer from either XPD the appalling courier company they use or the range. Absolutely fuming. Their customer service is beyond a joke and they don’t answer any social media correspondence either. So now I’m no doubt going to have to go back into store to actually get this resolved and I don’t hold out much hope with that either.”

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Posted 4 years ago

“Bought a gazebo, after 2 weeks, I noticed one of the sections had started to come apart & is only being held together by a thin piece of metal. I have spent a lot of time decorating it to how I wanted it. I took photos & went into Kidderminster store, to be advised they had no more & were now discontinued, I was offered a replacement for the broken section but was worried the other corners would go the same. I asked to have a refund & upgrade to more expensive model, (Over £200 more). I asked for some discount on the new one, due to inconvenience of having to dismantle & return it, then erect the new one. And was told no, I spoke to Paul, the store Manager, who clearly doesn’t give a hoot about his customers, by his attitude to you, he then offered me 5% off if the old gazebo, which would work out at about £4, wouldn’t even cover my fuel, let alone the time to dismantle. I will be taking my money elsewhere because quite frankly, they don’t deserve it!!! Appalling customer service!!!”

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Posted 4 years ago

“Ordered a dining table and chairs one of the chairs are faulty! Took 2 n half hours to get through to customer service, to be told that they will try and find the parts I need. If not then they will send me all 4 chairs out and they will take these 4 back. Why do they make things so hard why not just send out 1 chair?! Well I'm still waiting confirmation from customer services on what's happening so again over 2 hours on the phone waiting for someone to answer!!!”

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Posted 4 years ago

“Shocking customer services, I have never been treated so badly, I have also never written a bad reviews but I felt like I had no other option. I would strongly suggest not using this company.”

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Posted 4 years ago

“I would suggest that customers give the place a wide birth if they want to get value for money. I recently went into the Milton Keynes store and bought a pack of 18 toilet rolls. They were not priced and it was my fault that I did not ask the price before buying. When I got home I realised that I had been ripped off, I was charged £7.49. In other local stores the same item is being sold for £3.49. Sounds like a Del Boy outfit to me!”

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Posted 4 years ago

“Ordered some shelving 3 weeks ago, paid £9.95 for delivery. Hasn't been delivered?!? I haven't heard a thing from anyone its as though the order is non-existent. I have been trying to contact The Range and XDP for the past 2 weeks which is impossible, their inbox isn't being monitored, the online chat doesn't always work and when it does your waiting for hours and phoning them is pointless, i was waiting for nearly 2 hours and had to hang up. I honestly don't know how this company is still open if you look at all the bad reviews?! I only wish i would of checked before ordering from here and saved myself so much time and stress!!”

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Posted 4 years ago

“The store manager treated me very unfair and unpleasant. Due to the virus made me line up at 3 different places . The product I got was broken and insted of supporting me the customer and offer me straight away exchange of product, made me wait and treated me with disrespect just because I look foreign. I could feel her eyes staring at me singe I was in the line outside during the covid procedures. I promised I will never go in that shop again . Hope karma will look after this, as for her duties I am certain she wont keep to long as a manager.”

Helpful Report

Posted 4 years ago

Shipping & Delivery
Delivery Methods	Courier
Average Delivery Time	Over 7 Days
On-time Delivery	Greater than 34%
Accurate And Undamaged Orders	Greater than 40%
Customer Service
Communication Channels	Email, Telephone, Live Chat
Queries Resolved In	Over A Week
Customer Service	1.1 out of 5
Returns & Refunds
Refunds Process	Difficult
Returns Process	Could Be Better

The Range Reviews