DO NOT BUY FROM THIS COMPANY!!! Poor Customer Service with Return & Refund
Experienced very poor customer service from comfort connect when trying to return the sofa's I purchased.
Firstly, there was a delay in me receiving the sofa's, as they arrived a week later than expected. Then I come to find out the sofa's I purchased online were not built as described - they were much longer than listed on the company website and very firm to sit on (not comfortable in the slightest). Mainly the sofa's couldn't fit in the living room as intended or fit for purpose.
I managed to call the sales team up the next day and request a return and refund as I am well within my 14 day return period and I still have the sofas in their original packaging, however, the employee I spoke with tried to gaslight me into keeping the sofa's by claiming "it will be hard for them to resell the sofa if I return it" and "they could reduce the final price" so that I end up keeping the unwanted sofa's. I'm already aware there will be a £200 collection fee + 20% administration fee so a full refund isn't even guaranteed, it will likely cost me around £500 to return the items should they even accept to collect them.
I requested to speak to the manager and they have since ghosted me for 4 days with no response or follow up, I've also tried to call back everyday since. My guess is they are trying to run down the clock so the 14 day return period expires. When I tried to contact them for a return through the email provided on the website, the email bounced back and failed to deliver to the recipient.
Update 12/09 - The customer service on the returns team is shockingly abysmal. They have seemingly updated their website to alter the size of the sofa AFTER my review went up and are claiming its always been that way. But when I pointed it out to them, they failed to address it and spoke as if I was making it up. They had the cheek to beg me to take down my review after they failed to follow up with my initial return request for 4 working days and are now throwing terms and conditions at me and refusing to accept a return and full refund.
Ultimately, as a paying customer, I am within my right to exercise my return option if I am not happy with the items received and do not have to provide a reason under customer law. Why offer a 14 day returns policy if you're offended when a customer is exercising that option? If I chose to return the items on the 1st, 2nd, 7th, 13th, or 14th day, they should not behave and speak to me like I am in the wrong here.
They also stated that they have been running their business for years and this is their "expertise", I don't think that's accurate at all. I think their customer service team needs some serious reviewing. I'm sure this isn't their first returns they are processing, and there will be plenty more in the future for them to deal with. Although, judging by the way they are handling my case, it might very well be their first return.
I advised they always put their customers at the forefront of all decision making and trust their judgement is right. What ever happened to the customer is always right? This small company is only concerned about their pockets and I will be taking them to small claims court if they do not process my refund.
Avoid buying from this company at all costs as they are only concerned about the money and not being able to resell their returned items (as quoted to me by their sales team).
