Outstanding serviceMy partner and I had been looking for a sofa across a number of independents/chains and a host of online retailers. We were fortunate to find the perfect sofa at RFM. We were at first tentative for the multiple months wait, however, an understanding and excellent first impression from Darren won us over. We were then delighted to hear we had a miracle; our sofa was going to be made available before Christmas and was due to be in warehouse end Nov/beginning Dec. We then received an unfortunate call stating a problem with the supplier and shipping containers. We were in fact not going to receive the order at the expected time, or at all. Back to square one..Darren took ownership of our situation, seeking alternative sofas, checking whether a loan was possible. Eventually, going as far as to source the specific sofa at another supplier (all the while exchanging messages and phone calls, providing us with live updates).We can now confirm we were able to order the sofa and it has arrived today! We could not be more grateful, not to the vendor but Darren. We were in a new flat with almost no furniture before Christmas. To have someone go out their way with no incentive of their own is a pure act of kindness.Darren was outstanding. We have never had such a tentative and kind service experience (across any environment). Darren empathised with our situation and persisted until a solution was found.Retention strategy is key for all organisations, Darren has turned an extremely unfortunate, unpredictable situation for a first-time shopper at RFM into a loyal customer. We will gladly go out of our way in future to shop at RFM and this is an experience which will be shared amongst colleagues, friends and family
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Proud to serve Edinburgh for over 80 years with the finest Furniture, Flooring and Kitchens
