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

High
Low

How this makes The Range customers feel

High
Low
36% Customer Service
Feelings:

Frustrated

Unsatisfied

Annoyed

Disappointed

Furious

Unhappy

21% Communication
Feelings:

Unsatisfied

Frustrated

Annoyed

Disappointed

Furious

14% Delivery
Feelings:

Frustrated

Disappointed

Furious

Annoyed

7% Returns
Feelings:

Frustrated

Unsatisfied

Annoyed

7% Quality of product
Feelings:

Annoyed

Unhappy

Unsatisfied

7% Financial Loss
Feelings:

Annoyed

Unhappy

Unsatisfied

7% Delay
Feelings:

Frustrated

Unsatisfied

Disappointed

Home & Garden Customers

Most talked about by Home & Garden customers

High
Low

How this makes Home & Garden customers feel

High
Low
33% Customer Service
Feelings:

Frustrated

Unsatisfied

Annoyed

Disappointed

Furious

Unhappy

20% Communication
Feelings:

Unsatisfied

Frustrated

Annoyed

Disappointed

Furious

13% Delivery
Feelings:

Frustrated

Disappointed

Furious

Annoyed

13% Financial Loss
Feelings:

Annoyed

Let down

Unhappy

Unsatisfied

7% Returns
Feelings:

Frustrated

Unsatisfied

Annoyed

7% Quality of product
Feelings:

Annoyed

Unhappy

Unsatisfied

7% Delay
Feelings:

Frustrated

Unsatisfied

Disappointed

Most positive experiences about Home & Garden companies

High
Low
  1. The Range
  2. Uk Garden Buildings (Rugeley) Ltd

Least positive experiences about Home & Garden companies

High
Low
No great experiences publicly shared. Be the first.