For heavens sake - what does it take for me to get my sofa back . . .

SaraSeahorse

I was told a fortnigth ago that leather workshop / sofa sofa were returning my sofa last monday or tuesday and would advise nearer date when (they had back as there were faults with item).

So a week before they tell me Tuesday 26th April between 9:30 and 12:30

Monday afternoon (the day before) I get message on answer machine that it would now be between 3:30 and 6:30pm (transport problem blah blah)

This was not convenient and I could not make alternative arrangments as I had already sorted out my day to be in between 9:30 and 12:30. I told them I could be in between 4 and 5:30 - the girl was quite shirty but I pointed out that I had scheduled for morning and appreciated these things happen but i could not just keep rearranging /cancelling etc.

The procedure is that usually the driver calls you to give you half hour ish warning when on way. I knew just before 5 it was highly unlikely they would be coming on time as I had not received a call so ring their despatch dept. I am given mobile phone number for lorry drivers.

One of the drivers (they work in pairs) calls me back from his mobile as he missed call to say sorry not going to be til 7:15 to which I am grateful (it means I can carry on with plans etc.)

A receive a phone call later on from driver to advise with apologies going to be later nearer 9pm (cannot fault the drivers on this occasion as they were courteous. I do not envy their job at the front line with a lot of disgruntled customers).

It is frustrating though they get given these delivery drops and the office knows full well they will not make schedule (driver told me he was scheduled for 1pm drop in coventry when he never left Wales until later). They leave later than scheduled time for drops then obviously they are not going to make any of the times scheduled for that day so it would make sense to call everyone and tell them sorry but don't bother waiting in between x and y as we won't be there??!!!!! They know appointments will be missed knowing the time it takes to get from Wales to drop etc. yet they don't tell people


(this happened on my original delivery day - scheduled 2-5 - came 9:30pm they did not leave wales til gone 4 so all the pople due sofas before could have been told 'no way' but they did not bother! great customer service)

Anyway they arrived as Holby City was finishing and dh goes outside to meet them - to avoid them ringing doorbell and waking kids.

I sit for ages wondering 'what's going on?'

. . . .

and guess what

They never had my bl**dy sofa on the lorry despite it being on despatch list


gggggggggggggggggghhhhhhhhhhhhhhhhhhhhhhhhhhhhh

What a waste of time. I really felt for the drivers and I got impression this is not one off (and am sure I have read similar stories on this forum).

Long story slightly shorter now. They reschedule for Friday night between 8pm and 10pm. Husband is in so I go out for friend's 30th birthday meal. I get in 11:30pm no sign of sofa. Husband says they phoned at 9:40pm asking for directions which he gave (he is not stupid and drives himself). Our development is not on maps or sat-nav yet so we are used to directing people to our road and no-one else has had problems with good directions!!

I try phoning the drivers mobile and leave voice message thinking maybe they are in someone's house delivering. They switch their phone off after three attempts so I get impression they do not wish to speak to me. I am hoping they are now coming in morning and not going to wake me up in middle of night.

I try phoning again in morning phone rings and gets diverted. So I call disguising my phone number and ta-da the man answers. I ask what time are they delivering my sofa and get told very rudely that they were back in Wales and I wasn't getting it. Driver said more or less they could not find my house so they did not bother. Did they actually try, and I asked why did they not bother phoning back????

So still no sofa.

Pretty pee'ed off. Cannot do anything till tomorrow now. What a waste of everyone's time and how rude and unhelpful. Phoen calls time money it is incredibly annoying (I cannot use the words I would like to show my annoyance on here!!)

Driver couldn't be bothered I suspect and on the three other occasions different drivers have come they have had no problem with directions (original delivery, collection for faulty sofa and then attempted return of faulty sofa)


scream!!!!!!!!!!

Swattie

Next time you call ask them for the direct contact details of

Lloyd Ridgewell who heads up their parent company Thomas Lloyd Group
(I think)

Their service is unacceptable and you should escalate it asap.

Your other route is Watchdog - email Watchdog and cc it to Sofa sofa