“I am pleased with the cupboard which I purchased. The only small complaint where that is concerned is that there is a very small amount of slack on the right-hand door which means that it does not close completely flush with the other door; however, the error, as I said, is very small and not too important.
Regarding the delivery, there was some confusion, and I have already spoken with your staff member Richard about this. He had informed me when I placed my order that the delivery staff would bring the cupboard all the way up to my third-floor flat. When the cupboard arrived, the delivery man wanted to leave it at the front door of the house, and it was only when I complained that I could not possibly carry it up all the stairs myself - I am 64 years of age and have health problems - and that I should therefore have to refuse the item altogether, that the man eventually agreed to help me up the stairs with it, as a favour, while emphasizing that it was not, strictly speaking, part of his duties. However, carrying it between us proved too difficult on the narrow stairway, and in the end he carried it himself. Since it was clear that he was providing this service out of kindness, and that it was apparently not part of the service for which I had already paid, I felt obliged to give him a generous tip. He did not want to accept this tip, but I insisted, as I felt that it was only fair, after he had put himself out. However, when I rang your company afterwards and again spoke to Richard, I was told that delivering the cupboard all the way up to my flat should indeed have been part of the service for which I had already paid, and that there must have been some misunderstanding on the part of the delivery company. Richard said he would speak immediately with the delivery company, and in the meantime he awarded me special customer status, entitling me to a 5% reduction in the cost of any future offer. This is all very well of course if I want to order something else, but at the moment I have no need of anything further, so the 5% reduction may be of no advantage to me. I felt I must draw your attention to this apparent breakdown in communication between BroadOak and the delivery company.”
“Good, communicative customer service. Only thing preventing a 'very good' rating was the delivery lead time. Website said it would be earlier than it actually was, it seemed that once the furniture was with the courier company, that the lead time was out of Broadoak's hands.
Nice quality furniture though, very satisfied.”
