Should I Complain?

celticfcz

Hi all,

I ordered a bed from Bensons for Beds and at the time of ordering they stated that the bed would be delivered on the 14th of January (last monday) however last friday they phoned, mum answered, spoke to her and said that they couldnt deliver on monday and that they may or may not be able to deliver it the following monday(this monday coming). However, this morning they phoned again and from what my mum was saying they were speaking of delaying it longer at this point my mum just said could they leave their number and I would get back to them so that they could relay the message to me themselves. Now I am wondering when I call should I complain to them - my dad was saying cancel the order but I really dont want to go that far. Another problem is that I am not a confident phone speaker so would probably not be able to rant and rave .

In case anyone is wondering why I refer to my mum and dad and their involvement I have just turned 18 and this is my first big experience of such an incident and just hope to get it resolved soon(relevant or not it may be).

Thanks all

katiekittykat

Hi

I would phone them and then wait and see what they say to you before you complain

Good luck


xxxxx

Butlers1982

In my opinion, if your wanting to complain- Id ring up and that would be the basis of "your" reason for cancelling the order

ring them and find out what is happening. If your not happy just say you want to cancel the order- thats the best form of complaining. You dont need any confidence to say you have had enough of waiting, cancel!

celticfcz

Thanks all!
Will be ringing up tomorrow morning to find out what is happening and if they have delayed it further will then ask for a discount and if this is not accepted then will just cancel the order.
Labman the delivery date wasnt an estimated one - they had shown me a screen of dates that they could deliver to me on and I picked that one, they then put this date of delivery on my reciept
Do you think I should mention that Im having my whole room done up and due to this bed not arriving I have not been able to get measurements of room left which is stopping me going out and buying other things I need, or is this going too far?

Thanks

shelley_crow

I agree with the other posters, don't rant and rave at them but be explicit in expressing your disappointment with the service and the way they have handled it. If you mention doing up your room, say how you feel you have been inconveinenced by their company and how unsatisfactory this is.

Ring the store, make a note of the time, date and ask for the name of the person you spoke to. If you aren't satisfied, ring head office, outlining everything mentioned above. Once the bed does get delivered, don't be afraid to send a follow up letter to head office expressing further the disappointing buying experience and poor customer service you had. Good luck x

Butlers1982

Do you think I should mention that Im having my whole room done up and due to this bed not arriving I have not been able to get measurements of room left which is stopping me going out and buying other things I need

Nah, thats not going to make any difference what-so-ever to them- it doesnt mean anything

celticfcz

Update :

The bed was delivered today (yes today!) after another cancellation - they said they would deliver on the 28th and when I phoned to confirm this with them on the 28th the reply was "sorry the bed has not arrived in warehouse and should be with you on wednesday". Obviously, I complained at this point mentioning poor customer service etc and they said all they could do was apologise.
My dad is going to phone the store that sold us the bed today as we have only been in touch with the warehouse concerning the delivery issue.

I am now considering emailing their head office and was wondering if anyone could give me some help on the layout with this? Do I just mention the poor service or do I say I feel I should be refunded in some way?

Thanks

RadoJo

If you paid a delivery charge, then the least you should ask for is to have that refunded. In terms of a complaint, just lay out the facts with dates and information and ask them to let you know asap how they intend to deal with it. I wouldn't try to put a figure on your inconvenience as that isn't really quantifiable, but if you make it clear to them that the service was not up to scratch, then the chances are they will offer you something for your inconvenience. Don't expect too much though - as far as I am aware, they aren't obliged to give you anything (apart from delivery fees) and your approach will make the difference between whether they feel generous or defensive!