Gary S Fbl

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Poor quality and service

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Mercers Furniture - Poor quality and service
Very bad quality and bad customer service. I Purchased full bedroom suite from this company. Furniture items purchased were very poor quality with twisted and split panels Contacted customer service who simply offered 15 pounds compensation off an order that cost me over 700 pounds, other option offered was to disassemble and send back flat pack which was not an option as it was screwed and bonded after explaining that the item could not be disassembled they simply dismissed me saying that was my only option
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Loss:
$130
Cons:
  • Bad quality and poor customer service

Preferred solution: Let the company propose a solution

User's recommendation: Avoid

Anonymous

Furniture fine delivery appalling

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This company are cheaper than the high street, however the delivery service and communication is awful! You are better off paying extra for a decent service. Would not order from this company again for that reason.
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Reason of review:
Poor customer service
Anonymous

Mercers Furniture - Review in Auctions and Internet Stores category

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Mercers Furniture - Review in Auctions and Internet Stores category
Mercers Furniture - Review in Auctions and Internet Stores category - Image 2
Mercers Furniture - Review in Auctions and Internet Stores category - Image 3
Ordered 3 items of furniture from this company got a phone call and email saying the delivery company will ring you. The delivery company rang on the Friday morning saying can we deliver later that day, I said yes not a problem. The driver turned up with a pallet of furniture well packaged as well nice chap. I took the furniture of the pallet into my house. The boxes where well packaged too. I can't fault this company from day one of my order.
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Reason of review:
On time delivery
Anonymous
map-marker Pontefract, England

Interesting

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I have bought nothing. But noted for such a large concern that ALL of their product reviews are 0/0. No-one has reviewed anything apparently. Which is odd. Tried and it has gone to the 'Webmaster' for approval.
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Anonymous
map-marker London, England

Mercers Furniture Customer Care Review

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Ordered bedside cabinets from them and end up with completely different items.the staff refused to admit their mistake and argued that is right furniture even if its looks different on their web.picture! They tried to charge me for collection and i spent my evening arguing with them on the phone and re packing my order.i dont think i will buy anything from them again because of their dishonesty
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Reason of review:
Poor customer service
Anonymous

Company have non-existent customer service

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I received the item of furniture and it was very good quality. However, I noticed that there were a few marks (indentations) on the surface of the table and also the cabinet did have a strong smell to it, similar to wood stain, but this smell was more like VOCs of some sort. The main problem is I cannot open the drawer without the fumes giving me a bad headache. I contacted them within a week as I had tried every trick in the book to deodorise the furniture (even airing it outside) and nothing worked. A month later and still no response from MF after numerous failed attempts.
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Pros:
  • Rompt delivery
  • Website was very easy to use
Cons:
  • Customer care
Reason of review:
Poor customer service

Preferred solution: Let the company propose a solution

Anonymous
map-marker Exeter, England

AWFUL EXPERIENCE & APPALLING CUSTOMER SERVICE - AVOID MERCERS FURNITURE AT ALL COSTS!!!!!

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IF YOU WANT TO SLEEP ON YOUR BEDROOM FLOOR FOR WEEKS THEN BUY A BED FROM MERCERS!!!! Where to begin??? It's been a complete nightmare from start to finish dealing with Mercers. We did all our research before making the purchase, it has a good website and looks like a professional company who we felt confident would deliver what we ordered. BIG MISTAKE!! After waiting for 2 weeks for delivery 'a' bed turned up. But it wasn't the bed we ordered. No worries we thought, we'll get the driver to come back and collect it before he drives all the way back to Rotherham. No chance. We weren't worried, we were sure Mercers would put this right. Wrong!!!! We contacted their office to be fobbed off and told that we were mistaken, not Mercers! They told me - 'Maybe the manufacturer changed the spec' - it was a completely different bed - and 'we'll knock £25 off and send you the bolts to fit yourself'. That's right people! They were seriously suggesting we drill into the bed ourselves to add bolts and, as if by magic, the bed would be transformed into the (COMPLETELY DIFFERENT NOT EVEN SLIGHTLY SIMILAR BED) that we ordered! So there we were, without a bed, being told by Mercers that we had to wait 'until they were in the area' 2-3 weeks later. They're not ones to put themselves out! We weren't happy with this and requested a refund which they wouldn't give until they collected the bed. And they wouldn't be collecting the bed for another 3 weeks. They had our money for 6 weeks in total. They said they'd arrange a courier and I again stayed in all day for a collection that never materialised. So now that's 2 days we've wasted dealing with Mercers' ineptitude. That's in addition to numerous attempts at trying to have a grown up and sensible conversation to agree a mutually agreeable solution. It's incredible that Mercers didn't seem to be bothered, or even want to try and keep their customers happy. They have abusive staff & insultingly poor customer service. Staff were so rude and unhelpful, telling me 'it's your problem because you've got the bed not us!' when I called to find out why they weren't trying to resolve this problem quickly with as little fuss as possible. We're reasonable people who would have been happy if a sensible solution had been offered to put this right, but all we got was accusations that we were in the wrong, staff who treat customer service like a slanging match and wasted time and money. THIS HAS BEEN A NIGHTMARE FROM START TO FINISH - DO NOT WASTE YOUR TIME WITH THIS EXCUSE FOR A COMPANY......UNLESS YOU FANCY SLEEPING ON THE FLOOR FOR 3 WEEKS!
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