Rustic Floating Shelf - Thin | 15cm Depth Shabby Chic / 140 Reviews

1 Rating 1 Reviews

About Ben Simpson Furniture Ltd:

We handcraft sustainable wooden Furniture & Shelving, while maintaining the highest levels of customer service at a fair honest price.

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Phone:

01403823921

Email:

help@bensimpsonfurniture.com

Location:

Ben Simpson Furniture,
Unit 6E, Rudgwick Brickworks, Lynwick Street, Rudgwick,
Horsham
West Sussex
RH12 3UW

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“4th and last time I will be purchasing from this company. Absolutely no flexibility or interest in helping me on an urgent requirement. Very poor customer service interface. I needed the shelf on a Friday because from the Sunday I would be away for 2 months but they said they had zero flexibility on their manufacturing process and zero flexibility on delivery (don’t deliver weekends!). Offered me nothing except “do you want to cancel”. Please consider weekend delivery where customer is prepared to pay a bit extra. Product came on the Monday and one month later still in its box cos I’m not back yet. Received a response to the above and (predictably) all I got was excuses and justification rather than maybe taking up the great suggestion for week end deliveries (your competitors do weekend deliveries). Also take a look at your customer service who seemed to be bored with me explaining my predicament. With a bit more effort and flexibility e.g. weekend delivery it could have been delivered on the Saturday. As I said a refund was no good to me - I wanted a solution. Anyway looks like you don't accept you’ve done anything wrong so (1) I don’t understand why you asked for feedback and (2) no point in continuing the emails back and forth. I will find another company and you guys can continue with your heads buried in the sand.”

Helpful Report

Posted 2 years ago

Hi, I’m very sorry to hear you were disappointed with your order. I felt I would respond & explain the issue you outlined. We are a workshop that makes each product to order with a lead time of 3 - 5 working days. I am so sorry that we are not able to guarantee delivery days sooner than this as we try to treat every customer fairly by making the orders in the order that they are placed. Due to using courier services to send our orders, we can never 100% promise that an order will arrive on a specific day despite sending these on a 24 hour delivery service as once the order leaves our workshop this is out of our hands. This is the reason that we do not offer on our website an opportunity to pay a fee for delivery to get our orders faster. We do try to make this as clear as possible during the order process and get our orders out to our customers as soon as we can. Our lead time is 3 - 5 working days, and I can see your order arrived with you on the 4th working day. I am so sorry to hear you are unhappy with the service you received and this is certainly not how we want to leave our customers feeling after purchasing a shelf from us. This is the reason our customer service team offered you the chance to cancel and receive a full refund when we couldn't promise delivery by the Friday. I apologise again and I hope that this helps to explain our process.

Posted 2 years ago