“DREADFUL customer service throughout the whole purchase.
Visited our local showroom a few times to find our perfect sofa - saw one on the website which wasn't on show in our local branch so we phoned a different showroom over an hour away, was advised that they had it in store and we could go and look/sit on it to make sure it was what we wanted. Drove 2.5hrs round trip to be told when we got there that it was taken out of the showroom the week previous and the staff member laughed in my face when he saw I was frustrated for driving so far.
Went home and thought we would order anyway in hope that it will be nice. We were advised it would be 15 weeks for delivery... over 15 weeks and we still have no update - Fabb Furniture obviously didn't want to give us a courtesy update to advise it might be delayed. After contacting them myself to see where it is, they then confirm it will be in their warehouse at around 21 weeks, and at this point they will contact me to arrange delivery.
Absolutely shocked witht the lack of communication and the lengthy wait.
Contacted the customer services team to express my frustration which just boiled my blood even further. Pretty much palmed me off and offered a £50 gesture. I responded to say this is absolutely not good enough and the adviser didn't even respond to apologise or try to resolve my complaint - instead they just resent the invoice with a discount of £50.
I responded saying I was not impressed by how he did not even reply to my disappointment and a different adviser responded completely ignoring my request.
What's even worse is how we were constantly told by the showroom staff that we need to order before the sale ended - months down the line and the "sale" never ended - the "sale" is not a sale at all, it's the usual price made to look like a discount - DON'T BE FOOLED.
All I can say is I am absolutely shocked, out of pocket as we have had to buy a temporary sofa because of the delay and we would not recommend "Fabb" due to their very poor customer service.”
“Buyer beware!! I ordered flowers but made a mistake on the order, I tried to rectify within minutes but there was nothing to be done - the customer service team were very little help, the first email response completely disregarded my query and didn’t help at all. I spent time on the phone with a lady who promised to help and to get in touch but got no feedback at all - my second and third emails have been ignored! I don’t write negative reviews often but the service or rather lack of in this case deserves it. My situation as it stands is an order somewhere in Royal mail, a very disappointed Mum and £40 less in the bank!”
“Very disappointed and feel very let down by this company. Was given a winery gift experience and validated the voucher within the time limit.
We can only go weekends due to having full time jobs and being parents. However have been informed tours are extremely busy at weekends and are booked out up to the expiry date. (Activity S will most likely mention dates are available Monday to Sunday, blah blah - however this is a pointless and moot explanation as I’ve already mentioned - we work and are parents).
My options they tell me are...
- exchange voucher for something else, from what I’ve seen online 99% events are more expensive. And all have to still be within the time limit we have left. Therefore the problem remains...we can only go weekends and most likely events will be fully booked anyway. Pointless and I’m not lining their pockets with more money.
- spend £20 on extending the voucher a further 6 months. The gift only cost £29 and why should we have to pay because they can’t find dates you want because they are full booked. They are the agents and we are the customers - we shouldn’t have to pay them more admin charges so they can click a button to find an alternative weekend. Doesn’t feel very special nor very “gift like”.
So I either have to take a day off work and find a child minder, pay more money for an extension or exchange the gift for more money, which would be something we don’t really want and then find a date that works still within the time frame.
Do not use this company. Use Virgin Experiences who let you validate the voucher and then give you plenty of options to suit, a longer time frame to use the voucher and ultimately succeed in giving you a lovely experience.
Am not interested in a reply - you’ll just recite the Activity Superstore user manual robotic style which I’ve read in other comments below. What you don’t do is the only thing you should do. If a customer can’t find a date suitable because you’re booked up, offer a free extension. It’s not the customers fault you’ve over booked experiences - it’s yours - but that’s what greed is.”
