A customer experience about NCF Living (Birmingham) by A Kelly

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What happened

I purchased two chesterfield sofas from Ncf living in Paisley in July 2020. I paid in full almost £3500. I was advised delivery would be 2nd week of October. I had no communication from Ncf. I tried calling then but the phone always went to answer message asking to email them. I emailed on numerous occasions and didn’t receive any response. I continued to email - eventually got email back giving a new delivery date - sodas were not delivered, emailed again - they eventually replied with another delivery date. I still could not speak to anyone in person by phone. Thus continued for weeks with Ncf giving new delivery dates and the sofas were not delivered. Eventually I sent email to say I wanted to cancel and then I received another date for delivery - this time the sofas were delivered - just before Christmas. This company do not speak to their customers after they have taken your order. They continually ignore emails. The sofas I have received in my opinion are not the same quality as the sofas in store but time will tell. I would never recommend this company and will never purchase from them again. They should not be allowed to treat customers the way they do. Their customer service is non existent. Appauling service.

What I wish had happened

I expected someone to answer the telephone and speak to me. I expected replies to my emails. I expected the company to contact me to inform me of the delay with my sofas and I don’t believe that I should have had to continually chase them. I expected better service. If I had received the calls to advise of the delays I would not have started to worry. All they needed to do was answer the phone or call me.

Where this happened

Other - I purchased the sofas in store but then the issues arose when the company didn’t answer their phone or reply to emails.

NCF Living (Birmingham) Customers

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26% Customer Service

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15% Quality of product

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15% Communication

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10% Delivery

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10% Financial Loss

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8% Inconvenienced

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5% Fraud

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5% Other

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3% Rudeness

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3% Discrimination

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20% Customer Service

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16% Quality of product

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12% Communication

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8% Delivery

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8% Financial Loss

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7% Inconvenienced

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4% Expectations Exceeded

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4% Rudeness

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3% Communication

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1% Quality

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1% Embarrassment

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1% Delivery

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1% Delay

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1% Discrimination

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