Worked to sort out delivery issues
I ordered a set of furniture and GardenFurniture.co.uk said they would assign a delivery date within 2 weeks. This date was delayed, and for a few weeks it was hard to get a clear answer from the company about what was going on and I was quite concerned.
However, a service staff member named Andrew eventually took over my case and started providing daily updates. Andrew comped me free assembly to make up for the delays.
The set finally arrived yesterday and looks great.
Reply from GardenFurniture.co.uk
Good evening, Alex,
I am so very sorry to hear you have received such a poor experience.
I can confirm Jigsaw warehousing and distribution have your furniture ready for delivery, unfortunately they have not contacted you as they should have done.
Going forward Jigsaw will be making sure every customer is contacted within a few days of them receiving an order.
Looking at your order I can see it was a pre-order with delivery into our warehouse towards the end of April. Sadly, this was delayed at the last moment on arrival at UK port as it was only received last week.
At this point Jigsaw should have been in touch with you to arrange the delivery which wasn’t done.
We promise you will hear from them tomorrow morning to confirm they have your order.
Jigsaw offer the best-in-class delivery once at your home and one of the few UK companies we feel are careful and able to offer a build service we feel confident in.
Unfortunately, they recently opened two new depots in the UK and the roll out of them has not been managed well and has resulted in customer issues as can be seen on our normally excellent Trustpilot.
We are a small family business and have been trading for 30+ years with a bricks and mortar site in Yorkshire. Sadly, our team have never had to manage the recent issues with Jigsaw and this has resulted in our normal excellent levels of service to be stretched to far which has resulted in some poor communication which I sincerely apologise for.
Slowly but surely Jigsaw are managing the new warehouses more efficiently and from tomorrow onwards customers will be notified sooner.
You will be hearing from Jigsaw tomorrow and we will make sure we get the furniture to you as quickly as possible and will try to make amends with our service going forward.
With apologies,
Andrew
