See email chain with one of the directors: Chris Leeke. Leekes LTD, Mwyndy Business Park, Pontyclun, Rhondda Cynon Taff, CF72 8PN Ref: SO-03-596035 Dear Chris Leeke, Thank you for your letter dated 20/05/2014, I appreciate your apologies but after all the let downs we have had from the Leekes, I feel that that isn’t enough. Going forward from your letter I do appreciate that we had £100 in store vouchers and a loan sofa. The loan sofa would be required due to the error Leekes made with the colour and since the lack of room we have in the property the old Sofa was discarded to allow for the promised date (which was abided by). I was advised by Nia Jones in Cross Hands and Maria in customer Service that that is something they would offer in a circumstance like this. I would also like to advise that we made it clear that the sofa would be removed the day before we have a delivery date set in stone due to the lack of room we have. This information was passed on to the lady who took our sale in the furniture department Leekes (I believe that was Lyn). Can you advise that this isn’t a common form of practice to undertake? I have purchased sofas in the past and have always undertaken this process (Without any faults). The reason why I decided Leekes this time was the fact that I have worked for you and know that quality and customer service is driven through from top to bottom. The leekes name and brand speaks for itself! Unfortunately…This has fallen far short from what I was expecting and feel that the service has been the worse experience I have ever had. I work for BT Wholesale and deal with large international customers on a daily basis and have been trained to give nothing but the best customer service and always insure that the customer is kept up to date without them chasing me. Leekes on the other hand seem to take a stance on the customer needs to chase. Who would have advised me if I didn’t chase my sofa for its promised delivery date in May? I called a couple of days before delivery date to be told “I’m afraid that there is an issue with the supplier getting that material and there is going to be a delay”. So look at the following that I put to you under a rough guide since I don’t have letters in front of me: 1: Order the sofa in January 2014 2: March the sofa arrives at my property (Wrong colour) 3: I was told that they will escalate to the supplier but we could be looking at another 8 weeks 4: I was told that the sofa is looking to be delayed again due to the manufacturer closing the factory for two weeks in April 5: Had a delivery date set for May 12th 6: I called a couple of days before to double check that the sofa is coming (Clearly I had lost faith in Leekes to do this) 7: I was told that there is a delay due to the Manufacturer having an issue with their supplier getting the colour we requested. 8: Told that the target date was early June/July (Not set in Stone though) 9: I asked Marie to issue a full refund due to the timescale and let down’s we have occurred. A question for you and your support: Why wasn’t the issue with the fabric picked up once I said the sofa was the wrong colour? The manufacturer should clearly know what orders they have and how much fabric is needed. So with the above, it is clear that there was a breakdown and focus on getting this escalation/complaint resolved for my partner Simone and I. The transition process from start to finish (no finish really) has been lack less and a complete shambles. This to me would seem like a company that has newly opened and doesn’t have a clue on what customer service is about! The leekes brand has been around for years and that is the shocking thing. Going on from that we have the £100 in store vouchers. The vouchers were issued to Simone and I due to the sofa being the wrong colour highlighted above under number 2. Are you now advising that the £100 in store Vouchers were issued to us because you knew that all the above was happening from the start? The reason for my complaint in to you was to seek further compensation due to the issue from 3 onwards. I state the following from your letter “However I believe that the £100 in store vouchers you received from Glyn Morgan the Store Manager along with the loan suite is a fair and reasonable gesture of goodwill for the inconvenience encountered, and I and not prepared to increase this” so you are clearly saying you knew about all above issue from the day the loan sofa and vouchers were issued. This is how your letter comes across I’m afraid and that is how several others read it. I can understand that the £100 vouchers were given for the initial delay but not all the other issues I have encountered on the deration of this roller-coaster ride. My partner is terminally ill and has advised you that the sofa was crucial for my partner’s health but since you have failed your agreement the £100 was issued. The customer service and further agreement was broken several times again after that hence why I now seek further damages/compensation. My partner has been severely ill with the stress and manic conditions you have left her with. I look forward to your reply within 14 days. ** This is after Chris Leeke advising he is sorry and that the £100 voucher is fair. Do you think so?? So review this....January I purchased the sofa. Sofa was delivered about 6 weeks later and was wrong colour. New sofa ordered again and was told it will be delayed due to the factory being closed for two weeks. Then I was advised that this would be delayed even further due to the fabric being out of stock. Go and get your items from a different shop, you can get them cheaper, same quality and better customer service. I am now enjoying my new sofa from a different company. Thanks