This is the first time i've left anything like this, it doesn't seem no where near as bad as other peoples but i feel people should be able to find this sort of stuff out before they buy from this store. I've copied the complaint in below.... 16th July 2010 Dear Alan Marnie It is with regret that I contact you with regards to the delivery of your products which I ordered in store, Sunderland. The order date given was Friday 18th June, this was confirmed in store then again by letter. I took the day off work to wait for this delivery. At no point was I informed that the product would not be delivered on that day. The following day (19th June) I received a call from the delivery driver stating they would be able to delivery my product in less than 1 hour. Fortunately I was able to get somebody to my house to take delivery of the products. The delivery men came with the boxes (6 of which where placed on the floor of the kitchen). They asked for a signature on the delivery note and left without leaving a copy of the delivery note or giving time to inspect the products. I began assembling the products to which I found no legs for the table. I contacted the delivery driver back but he informed me that there were no other boxes on the van. He then told me he would write on the delivery note that the legs had not been delivered and that the legs would be sent out on Monday 21st June 2010 by DHL. I have spoke to your contact staff and had a very bad experience with them. The first contact made I explained the situation and the phone went dead, I contacted them back and spoke to another member of the contact team who then told me I would get a call back. Four days past and again I had to make contact. I explained the whole situation to another member of the team who told me I would receive some replacement legs. I received a delivery at my address from UPS last night (01/07/10, I had asked for it to be delivered to my father’s house as I was out at work). In the delivery box were four legs wrapped nicely in bubble wrap, I really couldn’t believe my eye’s and began to laugh when I realised that you had sent the legs only, I now have two table tops (boat black glass) and 4 legs but nothing to connect the whole thing together. I phoned your Sunderland store as soon as I opened the box, I spoke to Malcolm who was very helpful and I believe him to be an asset to your company. He took control of the whole situation, he explained that there was nothing he could do as the offices had closed for the day but he would contact the department first thing in the morning and get everything sorted out. True to his word, Malcolm contacted us the very next day, he told us to expect a phone call as he had arranged for a whole new table complete with all the fixtures and legs to be delivered. Unfortunately this phone call never materialised, and I again found myself talking to your contact centre. I was informed that the order had now gone to the planning department and they still didn’t have a date for delivery. To my up most shock I was then informed that the parts of the table, which have been lying on my kitchen floor would not be collected at the same time as the new complete table would be delivered, I would have to store these for you until a collection could be arranged. Is this an absolute joke? Don’t you feel you have inconvenienced me enough? I am very unhappy about the service provided by Harvey’s The Furniture Store. I paid £500 for a table and four chairs set. I paid £100 on date of sale and the rest 6 weeks ago. The delivery date was 4 weeks ago. I still don’t have a usable table. I request that the following action be taken, before I seek further guidance on the matter; 1) The complete table delivered and inspected before the delivery driver leaves. 2) The parts to the table which have been lying on my kitchen floor removed 3) Monetary compensation. After all it is immoral, and in full violation of the Sale of Goods Act 1979, to lead customers to believe that they can order and receive a full product. Steinhoff International has a code of ethics on their website; The Steinhoff code of ethics aims to protect the company, its employees and all stakeholders against unethical behaviour. The formal code describes behaviour that constitutes unlawful or unethical business practices and highlights the importance of reporting unethical and unlawful business practices on a confidential basis to the board of directors. The manual also indicates how to report a breach of Steinhoff’s policies or a violation of the law on a confidential basis to either the company secretary, or the group human resources director Since you failed to respond to my last letter I now give you 12 days to respond I look forward to your response. Regards, I will be posting this letter to your head office This was the response i got..... From: Customer Service [mailto:CustomerService@harveys-furnishing.co.uk] Sent: 17 July 2010 09:58 To: Subject: RE: Harveys Web - Contact Us - Customer Service Department Dear Thank you for your email to Customer Service unfortunately you did not provide us with an invoice or order number so we were unable to look into your claim. To assist us to look into your complaint further please could you call our customer service department on 0844 372 1000, our opening hours are 9.00am - 5.30pm Monday to Friday and 9.00am – 5.00pm Saturdays I look forward to your response. Miss C Braithwaite Harveys Customer Service Department This was my reply.... Thank you for your easy response to my request. I can not believe you do not have the search facilities to look for my order using my full name and address, more like couldn’t be bothered. I will not be contacting your Customer Service Department on the number provided as I feel I have wasted enough of my money trying to sort your problem out. This should not be a problem of mine, had I even has an inkling of how diabolical your service/ regards for customers satisfaction is I would have never ordered from your company. To advertise that your company “brings your home to life” is an absolute farce. As I can see it the only life you have brought to my home is a life of misery and complaints. Moving home is stressful enough without your useless, incompetence of half delivering items. You tell me, of what use is a table top that can only lie on the floor of your kitchen for 5 weeks while the useless company you have bought it from fumbles around for excuse after excuse. I can now see how seriously you priorities your complaints, having in the first instance went through the correct procedure and trying to deal with the company directly. I will now have to take this complaint a further. My 12 days to respond to this complaint still stands, I expect a reply by Tuesday the 27th July 2010. The order number which I was given, that you need to be able to act is ******