“I bought a bed frame (and matching chest of drawers, and a mattress) in the sale at the Blanchardstown branch the end of January. Paid roughly 70% upfront, with the remainder to be paid on delivery. Delivery was to be made at two days notice from us (we were awaiting delivery of flooring first). I rang to arrange delivery, only to be told that our bed was no longer in stock. It was definitely in stock when we paid, so we must assume they sold our bed. The agent told me that new stock would arrive mid-February and that delivery would be two or more weeks thereafter. A promised phone call from a manager didn't materialise, so I showed up in person. Miraculously, a consignment containing my order was expected the next day and delivery would be made to me two days after that. I rang today to double check the delivery arrangement, only to find out that the bed was "faulty" and they had to contact their Drogheda branch to "try" and get one from there. Despite the existence of phones, it would be the end of the week or the beginning of next week before they'd know. Surely a phone call would quickly ascertain the availability and, likewise, arrange a delivery. I've been promised a call to let me know. Could be the end of this week. Could be Monday. You'll appreciate that I'm not holding my breath.
It's very obvious that the item I bought was sold to a subsequent customer, and that the store is now stalling to save face. I think my two-star review is probably a little generous. It's unfortunate that the floor staff are left to manage the mess - no managers were available on the phone or when I arrived in person.”
“In early December I ordered a very nice three-piece outdoor set which was delivered promptly. At the same time, I ordered a Shelta Cortina 220cm umbrella which after five weeks still has not arrived. I contacted the Moore Park store by phone and in person four times over a three-week period and each time was told someone would get back to me. No one called me back on any of those occasions so the onus was always on me to chase up. Eventually I was told that Shelta had dispatched the umbrella but that Toll was holding it and that there were often problems with Toll deliveries. When I asked if I could have the umbrella delivered by a different carrier I was told this was not possible. After five weeks of waiting and chasing I decided to cancel the order and found a similar umbrella online for half the price.”
“Few months ago I purchased a $7000 lounge from Warun Ponds Harvey Norman. That was part of many products purchased from that branch totaling to just under $20K. During purchase, I asked/paid for delivery and assembly. Lounge was delivered and delivery man refused to install to second floor ( which was clearly in the stated in the request where lounge will be will be installed) claiming it is heavy to carry. That furniture branch manager ( Nick ) and his assistant ( Booby) came around to save the sale and helped taking the lounge upstairs which was great. The problem is that lounge were connected with each other with some sort of slots/ hinges that I failed to to disconnect to run power cable under the seats . So, it looked like the hinges were damaged/ stuck . I aske Nick to help disengaging them but he said that I will need to pay for that service / fixing the damaged inserted slots ! I thought that was a poor after sale type of service specially where there no mistake from my end ! I made a complaint ref 364541 and received standard response " you are a very important customer to us !!". Made a follow up, but nothing happened. Sent another email / complaint to head office who passed me to 'admin' email and , again, nothing happened . that was two months ago.
Basically, after sales customer service in Warun Ponds and specifically furniture areas requires to be VERY closely looked at. i STRONGLY recommend to to use this branch if you think after sales will be needed”
