shop.avfc.co.uk

Disgraceful customer service

I ordered a football table as a gift, on opening the package I found the only thing holding the box together was the bubble wrap around it. It was squashed and torn open. Inside not all the parts were in the bag. All the wooden parts were damaged, there were marks where stickers had been removed and the covering on the wood was peeling off. There was also damage that looked like it may have been caused by someone previously assembling it. I sent photographs to customer service and explained the severity of the damage and said the item did not look new, I was offered 10% discount or I could return the item which would take up to 28 days then up to a further 14 days for it to be assessed. After explaining this was not acceptable I received another email which was mainly a copy of the previous one but stating that I could have 10% discount for the box being damaged. The fact that the item itself was extremely damaged seemingly ignored. It's disgraceful it was sent out in this condition. I tried calling but was refused assistance as the order had been placed in my husband's name, I explained I was calling due to the fact he worked long hours as a care worker but they said it was against the law to speak to me. I don't usually order online but I won't be purchasing anything else online or from the shop after this experience. I'm extremely disappointed in the service I've received

Date of experience: Dec 04, 2021