A customer experience about NCF Living (Birmingham)

Status: Approved

#Other #Communication #CustomerService  Annoyed Frustrated Let down 

Kindly shared by J. Berg

What happened

I ordered a bed from the Rugby NCF store in September 2021. The bed that was delivered some days ago is unusable - the ottoman is stuck in the raised position – the NCF fitters said it was not the right one for the bed frame and I would be contacted promptly. Despite numerous attempts to phone, chat and daily emails sent I have heard nothing at all, meanwhile we do not have a bed to sleep on.

What I wish had happened

Delivery mistakes happen - but should have been promptly followed by an apology and being told what would be done to put it right.

Where this happened

In Person - At our home

NCF Living (Birmingham) Customers

Most talked about by NCF Living (Birmingham) customers

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How this makes NCF Living (Birmingham) customers feel

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26% Customer Service
Feelings:

Frustrated

Annoyed

Let down

Furious

Disappointed

Disgusted

Unsatisfied

Unhappy

15% Quality of product
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Furious

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Unsatisfied

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Unhappy

15% Communication
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Furious

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10% Delivery
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10% Financial Loss
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Unhappy

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Furious

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Unsatisfied

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8% Inconvenienced
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Disappointed

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Furious

5% Fraud
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Disgusted

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Furious

5% Other
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3% Rudeness
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Disgusted

3% Discrimination
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Disgusted

Home Customers

Most talked about by Home customers

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How this makes Home customers feel

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20% Customer Service
Feelings:

Frustrated

Furious

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Disappointed

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Unsatisfied

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16% Quality of product
Feelings:

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Furious

Disappointed

Unhappy

Unsatisfied

Insecure

12% Communication
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Frustrated

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Furious

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Disappointed

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Insecure

8% Delivery
Feelings:

Frustrated

Furious

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Disgusted

Insecure

Disappointed

8% Financial Loss
Feelings:

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Disappointed

Furious

Unhappy

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Unsatisfied

Disgusted

7% Inconvenienced
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4% Expectations Exceeded
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Grateful

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Special

Pleased

4% Rudeness
Feelings:

Disgusted

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Furious

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4% Fraud
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Disgusted

Furious

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4% Service
Feelings:

Special

Grateful

Delighted

Satisfied

3% Communication
Feelings:

Delighted

Special

Satisfied

Grateful

3% Quality of product
Feelings:

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3% Other
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1% Quality
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Delighted

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1% Embarrassment
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1% Delivery
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Satisfied

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1% Delay
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1% Discrimination
Feelings:

Disgusted

Most positive experiences about Home companies

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Low
  1. NCF Living (Birmingham)
  2. SCS FURNITURE
  3. DFS
  4. Sun-dial Blinds

Least positive experiences about Home companies

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  1. B&Q
  2. Crosswater