Habitat poor customer services

fruitbreak

Hi - I'm wondering if anyone has an alternative phone number for Habitat online customer services? I've been trying to find out if I can expect delivery before christmas (or I'll be sleeping on the floor) for a week and haven't had a reply to various emails - and I can't get through on the usual phone number 0844 499 4686. In the automated response to my emails there is also this: [FONT=&quot]'For urgent enquiries or to talk to a Customer Services Advisor please call us on 08444 991 111' [/FONT]But when I call this number I either get through to store locator - with a specific message that states I can't speak to a customer services advisor, or I get a recorded message saying that they're busy and to call back later. Does anyone have a number that works? I really need to know about the delivery asap so I can make alternative arrangements if delivery before christmas is impossible. I know it's a busy time of the year, but Habitat are used to that and there's no excuse for such poor customer service.

rachbc

When I had numerous problems with a habitat delivery I ended up going into the store and standing there til it was sorted. After it was all resolved a wrote a very polite letter to their head of Customer service and got an apology, 20% of next purchase voucher and £100 vouchers - so make sure you follow up once you have your bed too!

Not used their online so can't help with that sorry

fruitbreak

Thanks for your reply - it looks like it might be too late now for christmas... I went into the store and although they said online are a different entity they were very helpful and also said they'd had a lot of people coming in complaining about online customer services and not being able to get through or any response. Once bitten twice shy.

marmitepotato

Habitat customers services are dreadfull. I ordered some spice jars from their website earlier this year. When they arrived they were so poorly packaged half of they were smashed to pieces. I rang and they promised a replacement which never came...... they were out of stock. I rang again and told them i would have different jars instaed as they were in stock. I was told quite firmly I could not have them as I didnt originally order them, I could only have what I had ordered.

I emailed and emailed and they didnt even bother to reply, all I got was one message on my phone asking me to ring thier 0854 number. I didnt bother, 3 months later i get my spice jars through the post. They were packaged as poorly as the first lot but luckily they were all intact. I will never ever use Habitat ever again.

fruitbreak

Wow - I thought Habitat were better than that. Shoddy.

Anyway - I went into the store and although they have nothing to do with online, a member of staff kindly emailed online customer services and I miraculously got a call and email later that day.

Sadly it hasn't been very helpful so far - they can speed up getting the sofabed to the warehouse but the delivery company are fully booked until christmas - so it's looking like christmas on the floor - or some sort of temporary solution I'll have to buy (which is more 'stuff' which I'm trying to avoid). If they'd responded to my first email enquiries/calls etc. then chances are the sofa would've been delivered in time. The guy blamed this on the christmas busy period and I suggested that an experienced store like Habitat should be on top of that. I have to admit that the since getting in touch the customer services manager has been true to his word and trying to get it delivered - however I've offered to arrange for the delivery myself seeing as they're largely incapable.

The woeful fact is that if I'd ordered the sofabed in store it would have been with me by now. I'd recommend to anyone to not use the online service.

fruitbreak

Habitat pulled out the stops and arranged an extra van for pre-christmas delivery. Wow I thought... Until I unpacked the sofabed to discover that it's a sofa with no bed.

Lisey_Loo

Does anyone have contact details for their head of CS please? I`ve been waiting for an order I placed online in October but no joy.

skippythevdub

Just a brief note to let Habitat and their customers know that the "Customer Service" they provide is a disgrace. I will never purchase or specify anything from your website again. Any company that lies and treats its customers with such utter contempt desreves to be nothing but a commercial failure.

sylm_2000

Appalling and disgraceful customer service from Habitat.co.uk

Placed order online 24/Jan and come March still waiting for delivery. Each week when I call they tell it would be delivered next week Monday which of course doesn't happen.

I have written a letter to their registered office. Will see if some one has some sense in the company!

Lisey_Loo

Finally got a refund for my missing order 6 months after they took payment in October!!! :mad:

I kept sending emails and they kept replying saying there was nothing they could do. I finally sent an email that must`ve got through just how mad I was, I wasn`t rude though, just let down.

Have just had refund back onto card....

Have also just had a look on their Facebook page which I have left a message on. Probably quite childish of me, but I`m sooooo p***ed off with them messing me around.

Will never use Habitat again!!!

saccerzd

Completely agree that Habitat's customer service is awful.

Below are (edited) emails I have sent to them - not once have I received a reply! Never known a company so bad at responding to its customers.

Feb 2011

REQUIRING IMMEDIATE ATTENTION
Dear Sirs,
I have been waiting over 3 months for a reply and have heard nothing from either Customer Services or Habitat York. This is completely unreasonable for a company that prides itself on customer service. Please respond within 14 days of this email or I will have no choice but to escalate this matter.
Yours faithfully
xxx

From: Habitat Customer Services [EMAIL="[mailto:customerservices@habitat.co.uk]"][mailto:customerservices@habitat.co.uk][/EMAIL]
Sent: 22 December 2010 13:14
To: xxx
Subject: IMPORTANT RE: Charcoal Porto Chaise Sofa - Chloe Stubbins - Refund needed ISSUE=17766 PROJ=4

When replying, type your text above this line.

This is an automated response from the Habitat Customer Services Team

Dear xxx

Thank you for contacting Habitat Customer Services, your email has been received and a support ticket has been created in our support system.

When contacting Habitat Customer Services regarding your query please quote the following ticket number: xxx

Habitat’s Customer Services department is open 09:00-18:00 Monday to Friday.

For urgent enquiries or to talk to a Customer Services Advisor please call us on 08444 991 111.

The following are the details you entered for this ticket:

Before acting on this e-mail or opening any attachments please read the notice at the end

Dear Sirs,

Please see attached below an email sent to your York store on 12 November 2010. Habitat York did refund £480 (80% of the purchase price) as an intermediate step but did not acknowledge or reply to my email. Therefore, I am now writing to you to resolve this matter. Please confirm that you will refund the outstanding balance of £120 to xxx credit card by return email. I will then contact you with her card details.

I look forward to hearing from you.

Yours faithfully

xxx

---

From: xxx
Sent: 12 November 2010 16:49
To: 'york@habitat.co.uk'
Cc:
Subject: RE: Charcoal Porto Chaise Sofa - Chloe Stubbins - Refund needed
Importance: High


...
As you will be aware, we ordered the Porto Chaise settee ("the First Settee") in early August. A wrong postcode was entered into your system. Despite correcting this at the time of ordering in the shop and in 2 subsequent phone calls, we had to ring Habitat to find out that the settee had been sat in a warehouse for a number of weeks due to the postcode still being incorrect on your system. Better communication is needed between you, the suppliers and the delivery company. We should not have had to request this information: you should have informed us that it was not being delivered due to an incorrect postcode. You should have also informed the delivery company of the correct postcode. This substantial delay in delivery was entirely your fault.

Despite giving you the correct postcode 3 times, we still received a phone call from the delivery driver on 10 November to say that he could not find our address because of the postcode he had been given. As you are aware, once we had finally managed to direct him to the correct address the First Settee was too long to stand up in our house and as such would not fit. We returned the First Settee unopened immediately. Later that day, we went to your store to enquire about a smaller settee from the same Porto range ("the Second Settee"), only to be told that one could not be delivered until the New Year at the earliest, which would be 5 months after our initial order. We were told that had we ordered this Second Settee two weeks earlier, it would have been in stock for delivery now. Had it not been for your lack of communication and incompetent handling of our repeated requests to change the postcode in your system, we would have been in a position to reject the First Settee weeks earlier and would have been able to order the Second Settee for immediate delivery.

The service provided by you has been unacceptable and we are not prepared to wait a further two months for a settee. We have been offered two choices: (A) a refund of 80% of the purchase price; or (B) an alternative settee from your range. The reason why we cannot accept option B is due solely to your failure to perform your part of this contract. We have no choice but to order our settee from an alternative manufacturer. Given your breaches of contract to date, unreasonable delay in delivery, failure to offer to deliver the Second Settee within a reasonable time, and in accordance with s29(3) of the Sale of Goods Act 1979, we are entitled to reject the First Settee, and thus also entitled to reject option A as adequate. We understand from previous correspondence you are unwilling to refund the full purchase price. I now request that you do refund the full purchase price. If you still refuse to refund the full purchase price, please refund £480 (i.e. the full purchase price minus 20%) as an intermediate step whilst this matter progresses. Please note that, under s35A of the Sale of Goods Act 1979, we do not consider our acceptance of this £480 to be final acceptance of the refund and nor do we consider it to be the end of this matter. If you only make a partial refund, we will be pursuing the remaining £120 as a separate matter with your head office.

...