Familywindow Avis 

Réponse de Familywindow

29 oct. 2019

We are tying to identify your order so that we can contact you directly but have searched all orders placed and delivered on the dates mentioned but can not see anyone named Mark or initials M W. Perhaps the buyer name is different, but we do not doubt you ordered the bed from us. We would not wish you to keep any part of the bed with imperfections and would ask that you please contact us so we can send any replacement parts needed (this is a free service wherever necessary for any of our brands). We have not had similar comments about the quality on any Parisot bed and so are keen to rectify any issues you have. Please contact our customer services via email or telephone 0333 577 99 60 (7 days a week) and we'll happily follow-up with you. Thank you again for your order.

Réponse de Familywindow

14 sept. 2019

I'm sorry if you have not heard yet. I believe this order was placed 2 1/2 weeks ago and we do expect to deliver to you within the estimated time. This new gaming desk has proven so popular that we are doing our best to keep up with demand and are running at the end of our delivery estimates in some areas. Deliveries for your area are being scheduled now and you should next week with a delivery date.

Réponse de Familywindow

28 avr. 2019

It's very kind of you to take the time to post a positive review - we really appreciate it. We hope you enjoy your new bunk bed and would be delighted to supply you again should the need arise. Many thanks.

Réponse de Familywindow

28 avr. 2019

It's very good of you to go to the effort of writing something when you've had a good experience, particularly from a repeat customer - we appreciate it very much. Thank you again.

Réponse de Familywindow

5 avr. 2019

Thank you. It's very kind of you to go to the effort of writing a review when things go well and we really appreciate it! We hope your son enjoys his new bed.

Réponse de Familywindow

29 mars 2019

I'm sorry if you are having a problem with any of our beds. We have searched emails and call logs but can not find any customer queries of any kind from anyone named Gemma. We are extremely surprised at your comments and are unsure of what brand or model you have. Can you please get in touch with our customer services to resolve any issues if you have indeed bought from us. Our beds are all from established leading brand manufacturers and we or they would not expect any customer to accept a problem you describe. Very occasionally some customers may need parts replacing, as with any product range, and we work directly with the manufacturers to ensure parts are replaced wherever necessary. We've never had anyone report "poor quality" or that they needed to buy any parts to for a bed, and would not expect anyone to do so. Please contact our customer services urgently via the telephone 0333 577 99 60 (7 days a week) or email contact details you would have, advising any details that help us identify you (full name, postcode or order number) and we'll be keen to resolve any problem you may have.

Réponse de Familywindow

22 févr. 2019

I'm sorry you were not kept informed about the parts. As explained yesterday, we would always normally be involved in any parts issues but as you have since ordered another bed from us (thank you!) the manufacturers are trying to combine the delivery and assembly of your new bed with these parts replacements for next week. We were not made aware of any parts issues I'm afraid but now we are we will keep an eye on this, but as it stands they are planning to come back when they deliver and install your new order all in one appointment next week. You should hear from them on this any day. Thank you again for your new orders.

Réponse de Familywindow

8 févr. 2019

We're sorry the bed is running late. To confirm our phone conversation, it would appear we sent you an email confirming the delivery next week just before this review was made, so you were unaware. We can see from notes that we have confirmed via emails over the past 10 days that the order was running late and that the delivery team would be in touch soon, and regret they had not done so up to today. It's rare that deliveries run late and frustrating to customers when they do, and we apologise again. This particular bed has proven to be very popular during this January Sale, far exceeding manufacturer’s estimates, and unfortunately some orders were effected whilst they caught-up. We only use experienced furniture delivery teams to deliver our beds on a premium service, and do so for orders running late rather than attempt to catch-up by use of conventional carriers. We do, however, understand the inconvenience when deliveries then run later than estimated and apologise once again. Any orders cancelled are refunded the same day, but we do ask that the cancellation is put in writing rather than over the telephone. Nonetheless we’re pleased you wish to keep the delivery scheduled for next week and hope you enjoy your new high bed. I also confirm we’ve already refunded you some compensation for the bed running late by way of apology.

Réponse de Familywindow

2 sept. 2018

Sorry, we've just seen this review. We're sorry the bed is running late. We can see from notes that we called you last week to say we're chasing the manufacturer's delivery team, and regret that they did not advise you the delivery date before the end of the week as we'd hoped. I can, however, see that they advised us of the delivery date late on Friday, which we've already passed to you. They will now book in directly with you with the time-slot for that day. I also see we've refunded you some compensation for the bed running late by way of apology. It's rare that deliveries run late and frustrating to customers when they do, and we apologise again. This particular manufacturer was closed for much of August and unfortunately some orders were effected. We only use experienced furniture delivery teams to deliver our beds on a premium "white glove" service, and no longer use the carriers some others continue to use. The use of cheaper and quicker carriers is actively discouraged by all of our manufacturers. We understand, therefore, when deliveries then run later than estimated and apologise once again. Thank you for your business and we hope you enjoy your new bunk bed.

Réponse de Familywindow

17 août 2018

We've only now been made aware of this review and apologise for the late response. We have never delivered a bed without the correct number of mattresses before and regret that it happened to you. We can see from our records that we actioned a replacement mattress and refunded you the cost of the mattress in full by way of apology. Unfortunately the courier failed to delivery the mattress in a timely manner and a decision was made at the time not to use that courier again. We hope you are happy with the bunk bed and thank you for the order.

Réponse de Familywindow

17 août 2018

We've only now been made aware of this review and apologise for the late response. We understand you called us on 13th September, 3 weeks after the order was placed. We can see we emailed twice that day saying we've asked the delivery team to contact you. Unfortunately they missed your 4:30PM deadline and we consequently cancelled the order and refunded you in full at 5:00PM that day. We also subsequently see you were contacted at 5:07PM for a booking and so we arranged to reinstate the order and deliver the beds. We hope you are happy with the beds and thank you for the order.

Réponse de Familywindow

17 août 2018

We've only now been made aware of this review and apologise for the late response. As stated, adding the assembly option can sometimes add 7 days to the delivery time in some postcode regions. We can see from our records that you received a booking a day later, but ultimately the room was too small for the bed and the assembly team just could not make the bed fit when they arrived. We therefore cancelled the order and refunded you later that same day.