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Post sale customer service - lousy and unreliable
Author Name: AnTe
Advantages: Advantage? - a reasonable product, but spoilt by lousy service
Disadvantages: dreadful after care and customer services
On the 22.12.11 we bought a mattress and two tempur pillows. The mattress is good, the pillows were uncomfortable and we took them back the next day.
We were told the refund (on to the debit card I used for payment) comes from head office. Now, over 2 months later, I am still fighting for my money back! As I can't easily get to the store at the moment, this has happened through phone calls. The store claimes 'head office' are to blame; the latter isn't reachable for customers and anyone else in 'customer services' just gives me standard lines. Today, I have finally managed to speak to someone who claimed that the refund was raised on the 22nd Feb (2 months after they claimed they had sorted it!) and it was rejected due to incorrect card details (how can that be, it's the same card they got the payment from!).
Customer Services is blaming the store, the store is blaming head office and all I have had so far is standard lines without action.
My experience - the sales person was friendly, but the system on the whole lets the company down big time; unflexible, uncaring, unprofessional. A reason never to buy there again.
Summary: What's the use of a reasonable product, if the service, company ethics and attitude are lousy?!
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