 Re: Land Of Leather - Creation Finance ***interest Fee Credit Con**
Hi Can anyone please give me some advice;
We were supposed to take delivery of our sofa from land of leather on Friday. The driver rang me in the morning and said this would be between 3-5pm. It got to 5pm and we did not have our sofas. I called the driver and he said they were a little behind but we were next and should be with us very soon.
It got to 7.30pm and I had to go out, I had received no phone calls from Land of Leather or the driver.
At 8.10pm I was called by the driver who asked where we lived as the address was not coming up on his sat nav and who, despite being polite, did not acknowledge that he was over 5 hours late with our delivery.
I then spent all Saturday morning calling the number I was originally given (I assume the warehouse) which was engaged. I eventually got through my closest store (Croydon) and explained the problem. I was told that I would be called back ASAP.
I was not called back untill I chased 3 hours later, where I found that there were no comprehensive notes on the system and no action had been taken since my first phone call.
I eventually managed to speak to the customer services manager after speaking to at least 3 different people who were not able to help, did not apologise for the problem, and who were not able to, it seemed, understand my problem or repeat it back to me without getting the facts right!
The customer services manager explained that the warehouse had the sofas returned to them as they could not locate my address. He said that there was nothing he could do to get them out to me again at the weekend, despite my explaining that we had taken a whole day off to take delivery. He said that there was not much he could do to help as the Store Manager was on holiday and that he too would be off for the next few days.
I spent a very stressfull half an hour on the phone to him going round in circles. He speculated that he thought the delivery drivers often lied about not being able to find an address!
He then said that the best he could do was get the store manager to call me on Monday morning as he would then be back from holiday, and that he would leave a note with the details so that I did not have to explain again what had happened. He also told me that we should be able to get free delivery - that it was the Store Managers final decision but he thought it was perfectly reasonable we would receive this due to the problems.
First thing Monday morning came and went. I called the store at 11am and was told that the Store Manager was in a meeting, no idea when he would be out, possible an hour or so, and that he would call me.
I was called at 3.20pm by a girl who I originally spoke to who was unable to help. She said that she had a message for me, which was that we were not going to get free delivery because the driver said he arrived at our property at 7pm and we were not there.
They are going to look into it and come back to me.
I am so angry that I am too angry to even speak to them again. They have failed on so many counts to provide me with any sort of customer service. I am a reasonable person and was polite to them on the phone but I said that I was not happy with this outcome.
I said to the customer services manager that it seemed appalling to me that he did not at any point apologise for the inconvenience to us. If the customer services manager cannot even manage this what hope do I have?!
Please can someone give me some advice - I feel that I have already spoken to the Customer Services Manager and will be speaking to the Store Manager and that we have nobody else to talk to - their website does not have a head office or complaints address!
Many thanks. | 
