A customer experience about The Range

Status: Approved

#CustomerService #Communication #Delay  Frustrated Unsatisfied Disappointed 

Kindly shared by Anonymous

What happened

Ordered garden furniture in May, due to arrive at the beginning of July, it didn’t arrive until mid August! I contacted to chase my order in July, the customer service system is slow, did not answer my questions fully and when I asked to cancel my order and refund me my order miraculously arrives. I asked for my complaint to be escalated as I was not happy with the service I received, I was told ‘management are not customer facing’. In a recent email they even suggested I complain to the ombudsman but also made me aware that they are not members, so in short they’re doing nothing with my complaint nor do they care. All I wanted was an adequate explanation for my experience and an apology. I am yet to receive either.

What I wish had happened

I’d have liked a clear explanation as to why I had to wait so long for my order. Why a third party company selling through the range is aloud to continue doing so despite its poor customer service. Why can’t my complaint be escalated to a manager? I’d also like an apology for service received and an understanding of what will change to avoid this happening again for others.

Where this happened

Other - First contact with the range was over the phone, further communications have been via email

The Range Customers

Most talked about by The Range customers

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How this makes The Range customers feel

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36% Customer Service
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Unsatisfied

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Unhappy

Furious

21% Communication
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Frustrated

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Furious

14% Delivery
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Furious

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Annoyed

7% Returns
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7% Quality of product
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Annoyed

Unsatisfied

Unhappy

7% Financial Loss
Feelings:

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Annoyed

7% Delay
Feelings:

Frustrated

Unsatisfied

Disappointed

Home & Garden Customers

Most talked about by Home & Garden customers

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How this makes Home & Garden customers feel

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31% Customer Service
Feelings:

Frustrated

Unsatisfied

Annoyed

Disappointed

Furious

Unhappy

19% Communication
Feelings:

Unsatisfied

Frustrated

Disappointed

Annoyed

Furious

13% Delivery
Feelings:

Furious

Disappointed

Frustrated

Annoyed

13% Quality of product
Feelings:

Frustrated

Unsatisfied

Unhappy

Annoyed

13% Financial Loss
Feelings:

Unsatisfied

Unhappy

Annoyed

Let down

6% Returns
Feelings:

Frustrated

Unsatisfied

Annoyed

6% Delay
Feelings:

Frustrated

Unsatisfied

Disappointed

Most positive experiences about Home & Garden companies

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  1. The Range
  2. Uk Garden Buildings (Rugeley) Ltd
  3. Safestyle

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