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Réponse de Modern Home Interiors

Actualisé le 19 oct. 2021

Hi Samantha,

Thank you for your review and for your valued feedback as this helps us to identify where we can make improvements for future customers.

To address some of your comments made:

The Product - (Maine 6 Drawer Wide Chest - Surf White), this is a product from Julian Bowen who are one of the UK's largest wholesalers of quality furniture. The Maine range in particular is one of their best selling ranges and we have not had any negative feedbacks so far regarding products in this range with it being so popular.

Pricing - we are very competitively priced for this item at £341 at the time of your purchase, as with all Julian Bowen products we tend to keep these as low as possible, however with the effects of Covid and Brexit many shipping rates have increased at the supply end and in turn prices are slightly higher than they were last year - this is the case market-wide. If you were to take a look at other sellers or retailers online for this same item you may notice that we are priced considerably low in comparison.

Assembly of the product - This product is flat-packed and the full assembly instructions are available to view online if there were any concerns about the process of building the product. All our customers can view this before they make a purchase or in the case where assembly instructions are not listed on the product, our customer service team welcome any questions and would be happy to help.

Delivery - you mentioned that the delivery team would not leave the item in your garage. All large items need to be signed for and therefore our couriers cannot leave an item unattended in a safe place as it has to be checked and signed for in good condition on delivery, this is part of our shipping policy which is available online. This particular delivery was sent via Julian Bowen's Direct Home Delivery (DHD) Service who, compared to other carriers, are extremely considerate and have very good ratings. This is why we use their service but on this occasion if you were unhappy we will pass on your feedback to them to see what occurred and make improvements.

Returns - please note that at any stage if you were unhappy with the product you would have been welcome to contact us for a return and refund. We offer our customers 48 hours to check their goods and up to 7 working days to request a return of goods. If this was requested we would have been more than happy to help.

Thank you again for your feedback and we will take your comments into consideration. If you wish to add any further comments or want to speak directly with our customer service team please email info@modernhomeinteriors.co.uk or call during opening hours on 0141 374 0321.

Kind regards,
Customer Service Team
Modern Home Interiors

Réponse de Modern Home Interiors

Actualisé le 25 août 2021

Hi Crystal,

We have taken a look into your order and can see that you placed an order for 1x Sardinia Sideboard - Cream on the 6th of July. You placed an order for this via Klarna Finance meaning that no payment was taken from you and would not have been taken until the items were shipped. Order confirmations are sent automatically for all orders as well as Klarna sends you a confirmation email also. This was sent on 6th July at 7:23pm which we can provide you a screenshot of if required. You were also sent a follow-up email on 7th July at 3:24pm to state that the item was currently out of stock and expected in September 2021. In this email it states if you can please advise us if you wish to keep this on as a pre order or if you wish to make any changes or cancel. This was not responded to and therefore the order was kept on as a pre order. You have claimed that these were not received but we can provide full evidence of this if required.

You have stressed that you left 3 voicemails on our phone line however on our home page since the 20th of August it states that our phone lines were down undergoing maintenance and to please send an email or use our website live chat if any customer had any enquiries to make. You did not attempt to contact us via email or chat at any stage, rather you had only left voicemails while our phone lines were not active. We apologise that no one was there at the time to take the call but this was also shown on our home page banner for all customers to be kept informed.

We decided to call you today to discuss the matter and communicate this with you by advising you that emails were sent to you on the 6th and 7th of July. My colleague called to simply inform you that we sent you these informative emails and therefore that would make your review false, and so he asked if you could kindly remove or alter the review to reflect the true version of events. I have listened to a recording of this call for monitoring purposes and can see that the call handler was not in any way rude to you and that instead you resorted to aggression and name calling after being told that we sent you an email. My colleague has advised that he called you to discuss this and advise that you were informed by email which was met with a very hostile and aggressive behaviour from yourself. Please note all our calls are recorded for training and monitoring purposes and your harsh comments other comments that you made such as repeated swearing and shouting to my colleague have been passed on to the relevant department and further action will be taken on this as we do not tolerate any abuse whether it is towards our staff, couriers or any member of the public. Your behaviour was unacceptable and a recording of the call has been kept and passed on for investigation. As a recommendation I would strongly suggest that you do not say such hurtful things to those that you do not know as you never know what someone is going through and we always encourage and uplift all our staff in all positions in the company.

In addition to this you have also stated that the item is 'coming from a third party'. We simply advised you that the stock had been ordered from a supplier. This is the same procedure all retail companies follow, they order stock from a supplier/wholesaler and sell to the public. A third party would be if we were utilising another retailer which we have not done so if you can please not make false or misleading comments like this it would be greatly appreciated. Our stock is sourced from wholesalers in UK & Europe and sold on our website to the public. The only third party that we use to be involved in customer transactions are couriers such as DHL, Parcelforce etc.

Again, we apologise that you felt that you were not informed however it is noted that there were multiple correspondences on your order and directed towards your email address that was provided.

If you wish to make any further comments or feel as though we have not addressed all of your concerns please direct your reply to sales@modernhomeinteriors.co.uk

Kind regards,

Customer Service Team
Modern Home Interiors