The WORST customer service experience I have EVER had!
I ordered a table and chairs through ifurniture and they said that it would be delivered on Monday 22nd or Tuesday 23rd and gave me the order reference for mac and sons, who would be delivering it.
By Monday afternoon I hadn't heard anything so I called mac and sons and spoke to Kylie, one of the owners. She checked my order and said it was in Wellington and that it would definitely be delivered on Tuesday.
By 4pm on Tuesday the delivery had still not turned up so I called mac and sons and got no answer. I left a message on their answer phone and also called Kylie and Phil directly on their mobiles - no answer on either so I left messages on both. No one got back to me.
On Wednesday morning, Christmas Eve, I called again and left a message with Phil. Then Kylie called me back and when I explained the situation again she denied telling me they had my order in Wellington, she said something about the system being down so she ASSUMED it was in Wellington and that it would be delivered, so basically she had lied to me. Then she said that ifurniture had booked the pick up for Friday but their company had closed on Friday for three weeks for Christmas so they were never going to pick it up and complete that order before Christmas. She said they had told ifurniture they would be closed on those dates so it's all their fault and they should have booked it with a different delivery company. I agreed that ifurniture was partly to blame for booking pick up on a day that they would be closed but also that mac and sons had a responsibility to then inform ifurniture that they had wrongfully booked it and would not be able to fulfill the order. Plus I had spoken to her on Monday and she had personally guaranteed that my order would be delivered on Tuesday, before Christmas. Kylie then proceeded to raise her voice and ARGUE with me that this was not her fault in the slightest and that she had 200 customers to deal with and out of those customers 8 of them had booked deliveries on days they were closed. I said it doesn't matter how many customers you have, you should be looking after every single one of them and know what is happening with them. She said she only knew about these 8 orders that wouldn't be dealt with because of my phone call, which means she didn't know what was happening in her own company. I've worked in customer service and if I had my own company I would damn well make sure that everything was wrapped up and there were no loose ends or unseen to customers before packing up and closing for three weeks. 8 orders not being delivered on time is unacceptable, no matter how many customers you have. Especially when you don't even care that they haven't happened!
The way she spoke to me was completely unacceptable and not in line with even the most basic customer service skills. Not once did she say sorry or apologise for the inconvenience or admit that there had been a communication breakdown between them and ifurniture. When I pointed out that SHE the service was YELLING and ARGUING with ME the CUSTOMER and how unprofessional that was she just continued to argue that it wasn't their fault, it was all ifurnitures fault and that I'd have to speak to them because they were closed now so it wasn't their problem that I had no dining table for Christmas.
I then spoke to ifurniture who quietly and calmly listened to my situation, were appalled to hear that mac and sons had yelled at me on the phone, apologised profusely about what had happened and agreed to use a different delivery company to get my table to me before new year. Since they were unable to get it to me before Christmas they refunded me the shipping fee of $70. THAT'S CUSTOMER SERVICE mac and sons!!!
PO Box 8286 New Plymouth