Kemp Mathis LTD Reviews

Name: Kemp Mathis LTD
Rating: 4.68

4.7 Rating 935 Reviews

93 %

of reviewers recommend Kemp Mathis LTD

Company Reviews

Questions

Metrics

4.7

Based on 935 reviews


Shipping & Delivery
Delivery Methods	Courier
Average Delivery Time	Next Day
On-time Delivery	Greater than 80%
Accurate And Undamaged Orders	95%
Customer Service
Communication Channels	Telephone, Email, Live Chat
Queries Resolved In	Over A Week
Customer Service	3.3 out of 5
Returns & Refunds
Refunds Process	Difficult

Visit Website

Email:

kempmathis@org.co.uk

Location:

8 Claps Lane
E6 6LG

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Kemp Mathis LTD 4 star review on 22nd February 2022

Anonymous

Anonymous // 01/01/2019

Filter: Rated 1 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“Goods ordered and delivery date now confirmed by sales team . Cant wait !”

Helpful Report

Posted 3 years ago

“Product as described.”

Helpful Report

Posted 3 years ago

“Placed order for £2,099 outdoor furniture 11th April. Enquired regarding delivery on 21st April to be informed furniture was damaged in transit. Now out of stock so delivery 30th May. Another set was found on 22nd April delivery 7-10 days. Received email on 6th May, courier (Jigsaw) lost 2 x boxes so unable to complete delivery. You couldn’t write it!!”

Helpful Report

Posted 3 years ago

“Ordered an outdoor sofa , then heard nothing . Had to chase numerous times before being told item damaged in transit and no further stock. Phone lines manned by a message taker who is unable to answer any questions . Terrible service /communication . Would not use company again”

Helpful Report

Posted 3 years ago

“Be aware of this company Be aware of this company. Delivered wardrobe with tinted mirror which on website was mention normal mirror. Went back to them send pics and videos. They still claim your room is dark, I send them video of day time and night time with curtains open. Then they mention the wardrobe is fix we cant do anything, the person was so rude that he kept the phone on me. I went to my credit card they ask me proff. I bought ordinary mirror and put against it. My joiners send them letter saying the mirror is tinted. And the pic is the proff. His statement is the proff. Now they are making the excuse that wardrobe is all fix we cant do anything with credit card. Liars, miss sold item, Product description theft I have wasted my time and money on this company. Please be aware. Don't buy from them.”

Helpful Report

Posted 4 years ago

Hello, Apologies you have had issues with this order, looking at the details the wardrobe in question does not come with tinted mirrors the product comes as described with normal mirrored doors, your query was raised with the manufacturer of the wardrobe however who confirmed that they do not supply tinted mirrors for these wardrobes. I can see that you opened up a claim with your bank who investigated the issue and after all the evidence was supplied decided in our favour and were in agreement that the mirrors from the photographic evidence provided were in fact normal. If you were not happy with the wardrobe for any reason upon delivery this should of been reported straight away in which case we would have been able to organise a return however the wardrobes were fully assembled and put in position when you decided that you were not happy with the mirrors, and as per the terms and conditions of the order we cannot accept returns of flat pack furniture once it has been assembled. Thanks Swagger Home

Posted 4 years ago

“I am so angry with this company. I ordered a sideboard 1 and a half weeks ago to which I chased the delivery, to be told this would be within 10 working days of processing the order. I then come to find this morning an email telling me the item has supposedly been damaged in transit and they now have none in stock. What an absolute joke.”

Helpful Report

Posted 4 years ago

“Staff useless ordered bed and mattress, the bed came, no mattress, they said it would arrive in 10 working days,(it says 5 on website), then I had to chase them up about it and they had no idea what had happened to it????? Still waiting for a mattress, that is apparently coming from another manufacturer, they don't tell you this, instead having to chase them up, staff are rude and the Manager is useless, they don't want to know once you've purchased items with them, terrible customer service! Use someone else!”

Helpful Report

Posted 4 years ago

“Poor delivery experience”

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Posted 4 years ago

“Contacted you gentleman in customer services was not very helpful at all. Also took me about a 3 weeks to get a answer when it was coming with as many phone calls . I could have had the same product within 7 days delivered at a cheaper price from wayfair.I would not order anything from you or recommend you even to my enemy.”

Helpful Report

Posted 4 years ago

“I can not fault the item I ordered, it is absolutely beautiful, well made and everything we had hoped for and more! However, this companies customer service is awful! After missing a delivery attempt (as we were unable to alter the date or time) this company charged us an extortionate amount of money to redeliver! The main reason I chose to order from this company is they pride themselves on free delivery! After payment we received a 2nd date and time and once again the link to alter the time was unavailable, contacting the company is useless as every time you have to wait 24hours for a call back, as no one can deal with simple questions and need 24hours to figure out a reply! Sorry but the last time I ordered from yourselves! Feel disappointed a better solution couldn’t have been offered, perhaps your website details should be made clearer”

Helpful Report

Posted 4 years ago

Hello, Thanks for taking the time to leave a review, looking at the details of your order, the delivery company contacted you to book in and inform you of your delivery date 3 days in advance, however when they tried to deliver the order at the agreed time nobody was at home and the phone number that you provided as main point of contact just rang out as nobody answered, this caused the delivery to fail. Had you been at home on the advised date the delivery would of successfully completed, had the courier been advised in advance that you were unavailable on that date it could of been rearranged, because you failed to let the courier know they attempted to deliver the order to your house, wasting time, money and effort as a result a re-delivery charge was applicable in order for them to come back on a different day. Altering a delivery time frame is not an option, you are given a 3 hour delivery window and this cannot be changed, this was not an option which was offered before the order was placed and is not something that has ever been available, this is why there was no option to do so on the link, the courier informs you of the delivery day 3 days in advance and the time frame 24 hours in advance, it is important for somebody to be at home to accept the delivery following this information. Deliveries are free as we as a company pay for the initial delivery charge, if a delivery fails because a customer is not at home on a day and time they agreed to be there, the couriers re-delivery charge must be paid by the customer, as per the terms and conditions of the order that you agreed to at the time of placing the order. Thanks Swagger Home Furnishings

Posted 4 years ago

“Took ages to arrive. Then product was far more cheaply made than anticipated. Dissapointed.”

Helpful Report

Posted 5 years ago

Hello, Thanks for taking the time to leave a review, I have had a look into your order for you and just on the points you have raised your order was made during the Christmas and New year break when suppliers, retailers and couriers were closed for the Christmas period, this obviously affected delivery time frames however despite the Christmas period your order was still delivered within the 10 working days advertised. Sorry to hear you are not happy with the quality of your product if you would like to email us with a description of any issues we would be happy to take a look for you. Thanks Swagger Inc

Posted 5 years ago

“I should have received compensation for the time in which I had to wait for my sofa to be delivered. Was origanly told it was in stock and would revive 5-10 working days. We waited over 2 months for sofa with no sorry no compensation. 2 months is a long time to be sitting on the floor when you are pregnant. No communication. This company has no customer care. Avoid.”

Helpful Report

Posted 5 years ago

Hello, Thanks for taking the time to leave a review, i can see from the communications between yourself and customer support, that you were informed of the delivery time frame as soon as the order was placed, the sofas were available on a pre order only at that time and were in the manufacturing process, you made the decision to wait and receive the sofa when the new stock arrived. The Sofa was delivered when the new stock arrived as initially agreed any yourself. Thanks Swagger Inc

Posted 4 years ago

“Disgraceful company. Bed was out of stock so waited 2 wks. I then had to call the company after 10 days to find out what was happening to be advised it was with courier which was a lie. 2 wks on after numerous calls and emails I have finally got a date for delivery, customer service is disgusting and they do not like been contacted and try to pass the blame. Avoid at all cost as they are nothing but hassle.”

Helpful Report

Posted 5 years ago

Hello, Thanks for your feedback, I have looked into the circumstances surrounding this order, i can see that the order was placed on a back order and you were given the incoming stock date of the 10th of Oct, this is when the bed arrived and was dispatched to the courier. We advised you at the time that the bed was with the courier which is 100% factual, the delivery time frame for items from the manufacturer Julian Bowen is completion within 14 working days, your delivery was carried out on the 25th which is 11 working days from the point the Bed arrived and is within the given delivery time frames agreed by yourself at the time of placing the order. To pick up on your point where you say we do not like to be contacted, we actually operate a phone line for customers to call that runs 24/7 that means there is somebody there to take your calls 24 hours a day 7 days a week, we have made ourselves more contactable than any other furniture retailer in the whole of the UK the vast majority of which run phone lines from 9 .00 - 5.00. I can see by the call logs that despite being provided with the relevant delivery information you did not share this information with your Husband who continued to call chasing the information that had already been provided. In summary your bed was delivered 11 days after its arrival which is well within the delivery time frame that was mutually agreed when the order was placed. Thanks Swagger Inc

Posted 5 years ago

“Extremely disappointed with overall service for following reasons - Delivery later than accepted. Item still not delivered. Placed the order on 2 Oct and was told it will be within 14 days. No delivery received in 14 days. Then excuses by Swagger Inc that all queries were resolved at later date i.e 8 Oct so 14 day time starts from then, which is incorrect as order was placed and confirmation email sent by Swagger Inc same day on 2 Oct that order is accepted Inadequate and incorrect responses to my queries following scheduled late delivery by Swagger Inc - Telephone system is nothing more than a joke as operator takes all information from you and then you dont get a call back but an email after 24 hours worst experience for me as despite repeated emails my bed was not delivered (still not received) on time”

Helpful Report

Posted 5 years ago

Hello, Thanks for you feedback, I have looked into the circumstances regarding this order and can see that an unverified, unregistered credit card was used to pay for the order with a request to send the goods to an unverified address which triggered a fraud alert on the system, as this is the same method fraudsters use to order goods on stolen credit cards. As a result of this you were asked to verify your identity by providing evidence to show that you were linked to the delivery address and authorised to make the transaction, this information was provided to us on the 10th of Oct. We can obviously not dispatch any goods until we can make 100% certain that the card holder has authorised the transaction, this helps to protect the card holder and ourselves from any possible losses, your order was delivered on Thur 25th which is 12 working days from the point of providing us with the relevant documentation, given that the delivery time frames are within 14 days this is within the given delivery time frame of the order. We cannot be held responsible for a delay arising from the order being placed with unverified credit card details, I can see by the email correspondence that you were informed of this on many occasions, the bed was delivered on time in accordance with the given delivery time frames. Thanks Swagger Inc

Posted 5 years ago

“Waited 3 weeks, arrived in two parts. All broken, flimsy wood. Cut out sections do not match up, so can't fit together.”

Helpful Report

Posted 5 years ago

Hello, Thanks for taking the time to leave a review of your experience, i can see from the order details that the order was placed on the 28th of Sep and delivered within 10 working days, the delivery did not take 3 weeks. I can see that some parts of the item had become damaged in transit which we apologies for, new replacement parts were sent out to resolve the issue. Thanks Swagger Inc

Posted 5 years ago

“Swagger do not seem to be a reputable company. I have ordered a product that has arrived damaged. manager Sean is very unhelpful, expecting customers to pay a return delivery charge when sending damaged goods. Spoken with Sean who advised that items appear to be minor damages, regardless of whether the damaged items are minor of major, damage is damage and I don’t expect to buy a product with any damage what so ever. Although Sean did offer to replace the damaged items, there were just too many pieces of the items that were damaged that I had lost faith in the quality of the product and the service that I had received. Very unhelpful manager, poor service and poor quality products. I’m sure others have had a different experience with this company but be very careful when purchasing items that they are not damaged. I will be seeking legal advice on this matter. I hope no other customer falls victim to this absolute show of a company.”

Helpful Report

Posted 5 years ago

Hello, Thanks for your review, I have looked into the circumstances surrounding this and can see that you ordered a flat pack wardrobe and the assembly process had been started before you informed us that some of the parts seemed to be damaged, at that stage we offered to send replacement parts which you rejected instead asking to return. We informed you that furniture cannot be returned if it has been pre-assembled, as we require the furniture to be un-assembled and in its original packaging as per the terms and conditions of the order that you agreed to at the time of placing the order. Had the damages been reported before the assembly process began we could of returned the wardrobe for you, as it stands we have offered to replace the minor parts that have been damaged which would resolve all issues. Thanks Swagger Inc

Posted 5 years ago

“Placed an order on a Friday, had no information on expected delivery date, the following Wednesday I emailed for an update and got no response. A week after placing the order i called first thing on the Friday and left a message, then called again Friday afternoon to cancel. Funnily enough that got a quick response with a threat of keeping back some of the money i paid for delivery arrangements, of which there hadn't appeared to be any - shockingly poor customer service, avoid!”

Helpful Report

Posted 5 years ago

Hello Victoria, Thanks for taking the time to leave a review, having looked at the details surrounding this order, i can see that you ordered a product on a 14 day delivery time frame and decided to cancel after only 5 days which is unfortunately not enough time for the courier to have planned the route and delivered the order. I can see from the call logs that you rang into inquire about the delivery at which point you were told that we would speak to the courier and update you before the end of the day, you then rang back only 2 hours later to cancel which is a gain not enough time for us to answer your query the terms and conditions make it very clear that couriers return costs are deducted from the final refund amount, we cover the cost of the item to be delivered to you it is only fair that you cover the cost of the item to be returned to us. Because we had already dispatched your order, the courier charged us a return fee which as per the terms and conditions of the order that you agreed to at the time of placing the order is deducted from the final refund amount. It is important to be sure of the delivery time frames and terms of the order before it is placed to make sure you are happy with the delivery time frames involved. Thanks Swagger Inc

Posted 5 years ago

“Very slow delivery not at all happy. Missed a big occasion we had ordered them in plenty of time for”

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Posted 5 years ago

Hello, Thanks for taking the time to leave some feedback on your order, I have looked into this for you and can see that the order was delivered on the 12th day, we do give delivery time frames of up to 14 working days for delivery of large items like these and the delivery did fall within the given time frames on this occasion. Many Thanks Swagger Inc

Posted 5 years ago

“Ordered a mirror 13 days ago, payment taken immediately, email received saying courier would contact me and to allow a few days. Raised query after 6 days and told item would be delivered today. Cl texted them today and told error at courier myhermes means won't be delivered today but will be delivered no later than 2 days and they will get back to me later with info. No info received, website still has status of order being g processed. On verge of asking for a refund. I won't accept fault is at courier, they appointment courier, it is up to them to make sure courier gives good service.”

Helpful Report

Posted 6 years ago

Hello Stephen, Thanks for your feedback, sorry to hear the courier did not deliver your mirror on the agreed day, sometimes delays can occur due to the amount of deliveries that are carried out on a daily basis, however I am glad to see that they managed to successfully deliver your Mirror within the same week. Thanks Swagger Inc

Posted 6 years ago

Kemp Mathis LTD is rated 4.7 based on 935 reviews