accessoriesforthehome.co.uk

Non-existent communication

So as promised I’m going to edit my review after receipt of my order, this is just my personal experience, and I hope it may bring some context to what seems the dominant issues. In the era of Amazon and next day deliveries customers’ expectations are good communications and ongoing information as to delivery as a minimum.Updates are provided on the change of status of your order however the gaps between these changes can in some cases be weeks leaving the customer unsure as to the current position, its spelt out on the site what potential lead times can be and customers should take note of that if like me your ordering large pieces of furniture. I think firstly if there’s likely to be a delay or the order will be taking up to six weeks some communication should be forthcoming to put the customers mind at rest and manage their expectations.I think the other main issue is items showing as in stock but not necessarily based in the UK at time of order. It seems a significant number of large furniture pieces are imported from continental Europe and with it all the associated post Brexit issues and bureaucracy. If customers are under the impression that items are ‘in-stock’, it’s understandable that being quickly presented with a long lead time or worse just silence will become annoyed.So, in summary, I think if it was made clearer that the goods are available for quick dispatch (or not?), rather than generic delivery information and there were regular updates during the period up to delivery many customers would have a better experience. As for myself, I never chased until the six-week window was up and allowing for the Christmas break the delivery was more or less ‘on-time’, the delivery company was excellent, and we are very happy with the sideboard.So would I order from them again, armed with the knowledge of this transaction, yes! But it shouldn’t be for the customer to learn that knowledge the hard way and with improved communication pre and post order combined with regular updates I think a lot of the issues some customers have suffered would be significantly reduced.------------------------------------------------------------It’s hard to understand how any company can be quite so bad at communications in these days of digital technology. We ordered a sideboard from this company on the 04/12/2025 Order Ref. NUJGOEFMX and it stated that it could be 2-4 weeks delivery, elsewhere on their site it states up to 6 weeks in the delivery section, fine I excepted and expected the long lead time. I emailed them on the 06/01/2026 just for an update, no reply; called them yesterday and left a message as the 6 weeks are up today and it states that they will contact you in the event of delay, no reply! So here we are 6 weeks from placement of order and payment and no idea when or even if we’re ever going to see the item we’ve paid for?As someone who works in managing customers’ expectations, I can tell Sam that even bad news is better then no news as it at least allows clients to understand the sometimes-justified circumstances.My reason for writing this review is it seems the company only replay or conduct their customer services enquiries over Trustpilot whilst trashing their own reputation and in the hope that I may get some sort of information before unleashing a PayPal claim against them.Sam this is order ref. NUJGOEFMX

Date of experience: Jan 15, 2026