seatsandsofas.nl

Terrible Customer Service

I have never experienced such a bad customer experience in my life.I think the existing CRM system is not good enough to give a good customer experience. The entire process is so manual and not transparent. I would never buy any other product with this company considering the unreliability and the lack of care and empathy for the customer. My sofa has been picked up begging of January2025 for repair and nobody can tell me where it is and when is going to be delivered(if it’s still going to be delivered!!)I’ve been contacting the customer service since November 2024 because my sofa was broken in less than 1 year. I had to follow up a couple of times to get a response about the next step. After I finally received an answer,I paid the transportation fee but I was never contacted back to make an appointment for the pickup. I had to call a couple of times to make directly an appointment with the transportation company. I’ve been said the upholstery can take 6-12 weeks. After 6 weeks i called the customer service to check the status. Only at that point the customer service representative told me the couch was not yet sent for repair because i still need to go and choose the material!!!!Nobody informed me I had to do this, and in 6 weeks I never received a phone call or email to be notified this step is still missing. I went to the shop, chosen the material, and I called a couple of times to make sure all is in order and nothing else is missing. Again calling a couple of times without any success; nobody knows; every time I am being promised i will be called back and it didn’t happened(not even the manager of the customer service that promised she will call me). At this point, I am disappointed, frustrated and lost all the patience I could have.

Date of experience: Nov 27, 2024