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Kemp Mathis LTD Reviews

4.7 Rating 935 Reviews

93 %

of reviewers recommend Kemp Mathis LTD

Company Reviews

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

Kemp Mathis LTD 5 star review on 15th December 2021

Kemp Mathis LTD 5 star review on 18th October 2021

Kemp Mathis LTD 5 star review on 21st September 2021

Kemp Mathis LTD 5 star review on 9th September 2021

Kemp Mathis LTD 5 star review on 3rd July 2021

Kemp Mathis LTD 5 star review on 3rd July 2021

56

Anonymous

Anonymous // 01/01/2019

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

“I waited nearly three weeks for my order before calling to find out how much longer it would be- only to be told that it had been dispatched after 1 week! I hadn't received it, nor had I received a mail to say that it had been dispatched and to look out for the parcel. It turned out that my light fitting had been sent to the wrong courier office and it had been sitting there just waiting for nearly two weeks. If I had not called to find out what was going on I would have still been waiting for it! Very poor customer service that I was the one who had to do the chasing.”

Posted 6 years ago

“We are still waiting for our furniture we ordered on 25/04/22 which said it would be delivered in 5-10 days. We were told it was with the warehouse ready for delivery on 8/05/22 but when we called to ask where it was they said they don't know they will need to contact their supplier. They quote fast delivery on their website but this is far from the truth and we were not once contacted to be informed of the delay or an apology we have to call them which they are really difficult to get hold off. We are still waiting for an update on our order.”

Posted 1 year ago

“DO NOT USE THIS COMPANY! I ordered garden furniture and paid in full at the end of March with an indicated delivery of mis April. This has still not been delivered and I'm being fobbed off with the comment 'It's being processed'. I have now been trying to get a refund so I can order elsewhere but seem to be only getting an answering service and no response to emails. Terrible customer service!”

Posted 1 year ago

“Ordered and table and received an email a week later saying there was a mistake on their inventory and I would have to wait a month. I was ok with that and now after the promised date they have said I need to pay delivery charge?? Table no longer on site when I click on it - very strange and poor customer service. Almost 6 weeks later and no table and I have to look elsewhere!!”

Posted 2 years ago

Hello, Thanks for taking the time to leave the review, I can see that you were advised that due to your postcode being a remote Scottish location a courier Surcharge would apply to the delivery. This is a standard charge that couriers apply to remote locations due to the extra cost associated with reaching them. The information regarding area surcharges is readily available to read on the website before the order is placed in multiple locations. You can view the surcharge areas here - https://www.swaggerhomefurnishings.co.uk/free-uk-delivery I can see that You did not wish to pay the Surgchagre so the order was canceled and refunded as per your instructions. Many Thanks

Posted 1 year ago

“DO NOT USE Ordered a bed and the payment was taken from my account. Was then informed that it’s not in stock. I have emailed 4 times and phoned 3 times to cancel my order as I need a bed for my son, but I am no further forward. When I phone they tell me I need to email cancellation which I’ve done but the company are stating they haven’t received!”

Posted 2 years ago

“Absolute disgrace of a company. I ordered my garden furniture in January, they took full payment. They guaranteed delivery 27th March, and have constantly delayed ever since. Now they’ve fobbed me off with July, but STILL cannot say where in the world my order is, or why it’s delayed. Let alone an. Exact delivery date. I have NEVER been treated so badly by a company before. And Andrea STILL will not give me a contact for anyone in senior management, to lodge an official complaint.”

Posted 2 years ago

“My goods were meant to arrive this week [latest 20th April]. As it's a garden table and chairs I called the company because I needed to check the delivery date to ensure I would be in when it arrived. Each time I was told someone would get back to me but they never did [I called 3 times]. Today I called again only to be told that my items would not be arriving until 6th June and delivery would not be for another 10 to 14 days after that date. in other words 2 months later than they had originally promised. I am very disappointed indeed. I will update this review when the goods finally arrive and I see if the quality is as good as it looks. Lets hope they stick to this deadline :-)”

Posted 3 years ago

“Having been told delivery would be 2nd April, I have emailed to check on delivery and have now been told 2nd of August. Not good customer service. I have spent a lot of money on this garden furniture. Company should have been honest up front so I could have bought somewhere else.”

Posted 3 years ago

Hello Christine, Sorry to hear you are having issues, Unfortunately, there are delays across the board at the moment with incoming stock due to a range of factors, there is currently a shortage of shipping containers, the ongoing Pandemic crisis, and issues at the Suez canal you may have seen this on the news. If not please read this article which explains the issue very well - https://www.vox.com/the-goods/2021/4/2/22364278/suez-canal-ship-effects-ever-given-supply-chain On top of this, some shipping companies have pulled out of the UK market altogether due to Brexit. We promote and sell these products on behalf of Maze rattan who is the main manufacturer and supplier of the garden sets, they supply every retailer in the UK. There is no retailer in the UK who could offer delivery of this set before the date Maze rattan have given for arrival, it all comes from the same place, from the same manufacturer at the same time. This means it doesn't matter who or where you purchased from the arrival time would be exactly the same. Our shipping times on the product page make it very clear that they are estimates only, with a statement that reads - Estimated timelines only, correct at the time of listing but subject to change. please check with a member of the team for the latest up-to-date lead times. We have also made the shipping issues very clear and have updated the shipping news regularly on our shipping information screen. We understand your frustrations however we cannot be held solely responsible for changing arrival dates brought about by a worldwide shipping crisis, nor can we prevent delays of this nature. Every single retailer in the UK is suffering from the same issues and if you read the article above it is a worldwide issue. Customers are free to cancel their orders at any time should there be delays with preorder dates. I note your order is still active if you would like a refund please get in contact and we will issue it straight away. If you decide to wait for the arrival we will ensure that it is delivered to you as fast as humanely possible. Many Thanks, SHF

Posted 3 years ago

“Item was advertised to be delivered within 7-10 days and it is still showing the same time time frame on the website but I have email from customer service that it will be delivered in April or May!! They continue to mislead customers by not showing an accurate delivery time frame. If I knew it’s going this long I would have considered other options. Update: Changing the review to 4 starts because of quality of the product that was a relief after months of delays.”

Posted 3 years ago

“I purchased the Villena 91cm Patio Table in May 2020. Hardly 6 months later, the table top has sort off disintegrated. The top of the mosaic tiles is peeling off, as if the colours of the tiles had been painted on and now it is coming off. (See photo) Also there is ring around the perimeter of the table with a leaf pattern carved in what is supposed to be tiles. Well that is crumbling (See photo). I have contacted Swagger last Friday by email and by leaving a comment on the website. No reply yet. If I hear from them and get a satisfactory solution, I may amend my review accordingly. So far, I am not impressed.”

Posted 3 years ago

“We saw the Henley Furniture ages ago year, but unfortunately when we went to order was out of stock. So we waited for it, as we really, really loved the design. The Two-height table - ideal for tea and coffee when low OR for a sit down outdoor dinner when high - is excellent. And the reclining sides of the couches are just amazing for sun lounging. When the sun shone (which it did, at least for a while) our patio truly became just an extra room in the house to live in!”

Kemp Mathis LTD 5 star review on 26th January 2021

Posted 3 years ago

“Received my item. Good quality for a fraction of the price.”

Posted 3 years ago

“I ordered and paid for an Oxford Lifestyle Suite on the 28th April as the suite was showing in stock on the website. I was contacted by Swagger on the 30th April advising there had been an error on their suppliers website and the suite was not in stock but it would be back in stock on the 7th June. The delivery date was then moved to the 14th July and then the 24th August which would have been 11 weeks after the original delivery date and also too late to use over the Summer. When I was advised the delivery date would be the 24th August I cancelled the order and asked for a refund and I was advised this would take 10 days to process !! I had to chase Swagger 11 times for updates and whilst I appreciate my order was placed during the COVID crisis and the company had a reduced workforce their level of service and delays were extremely poor. Refund received after 3 days, thank you.”

Posted 3 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.”

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”

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

“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!”

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”

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

“Never place an order with this company. We placed an order in April only to be told in a generic email that our order could not be fulfilled and to seek a refund by a section 75 claim which will mean no refund for at least 120 days. Phone calls and emails produce no response, AVOID AVOID, AVOID”

Posted 1 year ago

Hello, Thanks for taking the time to leave a review. As previously advised via email, the company has recently changed ownership, which means that some orders were affected due to a change of suppliers. All customers have been informed, and where necessary refunds have been issued. Many Thanks

Posted 1 year ago

“I spent £1,850 back at the end of March and have had no communication from Swagger Home furnishings. I have called then on numerous occasions but the phone line goes to an answering service who tell you they will pass on your query to customer services. I have yet to have a call back from customer services. I have been out of pocket for 6 weeks now when I was initially told my garden set would be delivered mid April. All I want is my money back but due to the lack of response will have to escalate this. Extremely disappointed!”

Posted 1 year ago

“I was interested in buying Maze Rattan garden furniture and wanted to know more about the products as it was a sizeable investment . Tried the "we are here 24/7" only to be told by their receptionist that i'll take a message and the department with get back to within 24-48 hours. How can it take so long for a return call especially as they give the impression of strong customer service (note they are rated 3.3 out of 5). I'm just not convinced with this company and will look elsewhere”

Posted 1 year ago

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Kemp Mathis LTD is rated 4.7 based on 935 reviews