Oldhams packed and stored our household belongings for four years whilst we lived abroad. Unfortunately, when our items were delivered back to us last month by them, many were found to be mouldy, including a mattress, two sofas, clothing, lampshades and kitchen items.We notified Oldhams by email once it became clear how many items were damaged and the cost involved. Their response was that they had “no idea” how the mould could have occurred and suggested the items must have been damp before collection. This is unreasonable, as all items were in daily use in our modern well-ventilated home prior to removal.When we asked about compensation, we were told we were outside their seven day window, despite notifying them within seven working days and within a 7×24 hour period (items were delivered Thursday lunchtime and we had emailed them with our concerns the following Thursday morning). They have not once phoned us to discuss the matter, despite us suggesting this would help. As long-standing customers (15 years), we are extremely disappointed with the recent level of service and lack of accountability. We also asked whether they could at least collect and dispose of the mould damaged sofa as a goodwill gesture, but this request was ignored, leaving us to arrange and pay for disposal ourselves.The situation has caused significant inconvenience and expense to us. We were delayed moving back into our home due to having no usable bed, and we are currently sitting on deckchairs while waiting for a replacement sofa. After being loyal customers for years, we expected a more supportive approach. In our experience, their insurance and customer service offer no real support when things go wrong.
Claim your business profile now and gain access to all features and respond to customer reviews.
