Review Time
We placed a significant order with Richard F Mackay's for living room and dining room furniture. The quality of the products is good but the service and communication has been appalling. Agreed, there are challenges with delivery times due to Brexit and the pandemic, but to still be waiting 7 months for a sofa is unacceptable and not to have had any communication from the person in charge or in fact the manager, is appalling. We have had to phone each time and calls are not returned. This does not apply to one of the assistants who stepped in and did her best to clear up the mess. We will not return to Richard F Mackays or recommend them to anyone.
Thank you Holly Ure for going that extra mile to help me find a lovely Harrison bed in time for my daughters wedding in 4 weeks. Holly is really such a professional and such an asset to Richard F Mackay. Would recommend anyone looking for a bed to contact Holly.Thanks again Holly
This was our first visit to the store and were very impressed. My wife and I were approached by Holly shortly after arrival who explained that staff were busy but just to give her a call if there was something we were interested in while offering a cup of tea / coffee or other refreshment, which in fairness Holly provided almost immediately. That set a good vibe for our store visit. We ultimately decided on a purchase that we identified to Holly who provided excellent advice and service. Holly portrayed a professional helpful aura along with a bubbly personality and is a credit to the company. We would certainly recommend a visit to the store especially if you have not been before.
Ordered 2 x 2 seater leather settees which arrived as expected just before Christmas 2021. Unfortunately, the supplier had shipped 2x3 seater settees which were just too big for our living room. Jason took immediate action to send 2 alternative 2 seater settees from warehouse stock to ensure that we had seating for Christmas. This is the big difference when dealing with a long established family firm like Richard F MacKay. The delivery team team took impeccable care when carrying in and setting up our new settees and placed them exactly where required. We very much appreciate all that Jason and Richard F MacKay did to ensure that we are happy customers. Top marks, and thanks!
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
I give this company one star as I cannot leave a zero star review. I ordered a sofa 7, yes 7 months ago and still I have no sofa. At the time I ordered the sofa I paid a £1200 deposit agreeing the balance would be paid by their zero per cent finance. I was advised it would be 20 weeks before delivery which was all fine and agreed. I have had to phone every month to find out when I should expect delivery and every month I have been given various excuses as to why the sofa hadn't reached their warehouse. I am aware these are tricky times and think I was patient waiting 7 months. Finally, just 2 weeks before Christmas I was advised the sofa was in their warehouse and could be delivered next day but as the finance papers were not sorted out (ie had not been sent to me) they could not deliver them sofa to me for another 14 days. They have had 7 long months to send me finance papers, 7 months to sort this out but no, the day before delivery they tell me they have not done this. I could have asked them for the finance papers had I known about them. I am absolutely apalled at how this company operate. I have had to constantly chase them up for information, there is never anyone there to speak to, you are constantly advised soneone will call you back but they never do. I have cancelled my order which was in excess of £3,000 as I have completely lost any faith in this company. I have no sofa, have wasted 7 months waiting, they have had my deposit for 7 months and I have nothing and now have to order from another company and wait months again but hopefully not 7. Buy from them at your peril.
We have recently bought a new hall carpet from the Richard F Mckay store and from the beginning to the end the service was great, I got very helpful advice from Scott Gillies(flooring manager) regarding type of carpet and colour, the carpet fitter Dominic and his team have done a lovely job and we couldn't believe how quickly they worked, we have shopped from this store on previous occasions and would not look any further for such good quality and service. Jane Hill
Ordered sofa 20th June 2021. No calls for update in 4 months. When I called I was told should not be much longer. My Wife then called to be told that suite might arrive some time early 2022. I called and spoke to Paul assistant manager. I told him I was coming down to collect a cheque and he said that's fine. I arrive at the store to then be told a Director needs to sign cheques. Is this company for real !! AVOID this circus of a company !!!! I stated my Salesman Kevin has not called in over 4 months to update us in any way. I asked Paul if he was embarrassed to then be told they will hand deliver my cheque with no apologies in any format. There is no words to explain.
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Proud to serve Edinburgh for over 80 years with the finest Furniture, Flooring and Kitchens
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