We must say first that the furniture is really nice.
We ordered bespoke furniture of nest of tables and two cupboards, the same style but different sizes, back in Novenber 2009.We were advised that delivery would be after Christmas and given a date of January they arrived in February. We knew before they arrived that they had the wrong colour handles fitted, as an e-mail was sent stating the wrong colour. As these didn't look how we wanted them and there were scratches on the glass also, I asked them to be changed/repaired.
Solid Oak Warehouse were good, especially Jason, (he can talk the talk!) who arranged collection of the two cupboards. This was shocking! One guy was sent to lift these very heavy cupboards, he didn't seem very friendly, we had told Jason that we didn't have the original packaging, this was no problem he said. Well the collection guy scraped the furniture on the doorstep when taking them out of the house, he hadn't covered them with any packaging, when he had got the second cupboard to the van, he then started to cover them.
Anyway, when the cupboards were returned, I was shocked to say the least! All they had done was paint the handles, you could see the old colour through!
The doors do not shut now as they strained the hinges when removing and reapplying, this is on both cupboards. The glass was replaced, but the bits of wood trim do not match. It looked as a trainee has done the repairs!
I have sent numerous e-mails and had the same in telephone calls, Jason seems nice and has tried to resolve the issue, but is this a smoke screen. We had to send photographs, he had to speak with the manager to arrange a re-order as we were not accepting shody work.
We have not yet received what we actually ordered. A re-make was eventually agreed by the manager in June.
We had to source our own handles, Jason was very good with this, he was looking also. This was such a palaver, when we eventually found the handles/hinges that we could use, Jason had to order and send the China, this was another palaver.
It took from June to September to get delivery of handle/hinges. Apparently, the factory boss took them to China in October, but the cupboards should have already been made, from back in June.
We were told that delivery would be before Christmas (the original order was placed November), I asked for proof of manufacture photos which Jason provided. Then were we told that the cupboards had been loaded in a container 20.12.10 due to arrive around 20.1.1, then sould dock by end Jan. We gave a deadline of 31.1.11.I had not received any delivery by 3.2.11, so sent an e-mail asking for a full refund as the deadline had passed. Jason said that it is due to arrive 11.2.11, guess what? no delivery!
We asked for a manifesto of goods in container, oh, the factory is closed until 1.3.11, so can't get it, said Jason.
E-mail from Jason 11.2.11 states, It should arrive anytime now!!!
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