Pain Online (pineonline.co.uk)

Member Name: RotweilerC

Product:	pineonline.co.uk
Date:	26/11/03 (135 review reads)
Rating:

Advantages: Cheap firewood?

Disadvantages: Rude,unhelpful service, Damaged (smashed) goods

I ordered two bedside cabinets, two four drawer chests and two five drawer chests from the Pine Online Shaker Range on 10th October - delivery was supposed to be 10 days. After nearly four weeks silence (but with the balance removed from my credit card) I phoned up and was promised four out of the six pieces the following week.

Come delivery day, I get three packages. I would say pieces, but that more accurately reflects the contents of the boxes - damaged and smashed flat-pack furniture. Solid wood panels were smashed into pieces, drawer fronts were severely damaged, or had marks over them etc. I catalogued the damaged contents and sent to every PineOnline email address I could find - and got no reply. Phoning the order line got a response "Phone the Customer Service line" which I then did - to be greeted by the first words of "Wait!" - Pine Online and Customer Service? - Huge oxymoron!

Finally getting through to them, I am dealt with by a highly skilled (I don't think!) person in the warehouse - lets call him "Goliath". He commits to getting the fourth package and all the replacement pieces to me by the end of the following week. Needless to say, that doesn't happen. Throughout the time I dealt with PineOnline, I had been confirming every telephone conversation with an email and finally stated that if no replacement parts were received by the end of their own delivery date, the order was cancelled. Surprisingly, no email reply from PineOnline.

Having not received even a telephone call on the day stated by Pine Online the order was cancelled. I got a refund for the full amount and was told that the boxes would be collected - I would receive a telephone call from Goliath telling me when....

After two weeks, I phoned the Order Line to chase things - and had the woman hang up on me. I informed Goliath that after 17:00 on Monday 24th the boxes were going in the bin - and would you believe, things
happened. I got a call asking me to use a roll of duct tape to secure the boxes to 110% so they could be collected - finally yesterday they were.....

Summary - you get what you pay for. Pine Online equates to shoddy service, poorly wrapped and delivered furniture with poorly motivated, untrained, rude unhelpful staff - and those are the positive points!!!!!

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