North West Office Furniture Avis 

Réponse de North West Office Furniture

22 mai 2023

Hi Rose,

Thank you for your feedback. Firstly we’re sorry you were not happy with your chair, we’ve searched our system and cannot find any correspondence from you regarding issues with your order. We would always do our best to help if we are aware of any problems with our products as customer satisfaction is very important to us.

We do our best to make returning items as simple as possible but unfortunately once office furniture is unpacked and assembled it’s very difficult to repackage the item as it was delivered which means in most cases it cannot be resold as a ‘new’ product. We understand this is frustrating and far from ideal but unfortunately this is industry-standard for office furniture. We offer a full 30 day money back guarantee providing items are in their original packaging as delivered and all of our products are also fully covered by warranty periods of at least one year.

We understand and accept that a chair for example, needs to be sat on to know whether it’s suitable and we do have an open showroom for this purpose as we would always recommend trying a chair before buying it for the reasons above. Again we understand this is not always possible due to location but we do actively advise customers not to purchase chairs in particular if they are unsure due to the issues with returning items such as this.

We’d be more than happy to look into this further, you can contact us at sales@nwof.co.uk as we would very much appreciate your feedback as to why the chair isn’t as expected.

Kind regards

The NWOF Team

Réponse de North West Office Furniture

8 févr. 2023

Hi Mrs Lambertz,

Thank you for your feedback. Firstly we’re sorry you are unhappy with the delivery service, as mentioned via email we were not made aware of any issues with your order until you left your Trustpilot review. If we had known at the time we would’ve done our best to resolve the issue with our delivery partners to avoid any disappointment. We must point out that we do not advertise or guarantee a ‘Next Day’ service on any of our products, our Express Delivery service is 1-2 working days and as stated on our website is valid Monday-Friday. All orders placed over the weekend are processed on Monday morning as we are not open on Saturday/Sunday nor are our suppliers.

Your order was processed on Monday morning and we would’ve expected the delivery to take place on the Tuesday as we had confirmation of booking from our delivery partner at 9:42am. Unfortunately as we mentioned via email we do work with external delivery companies and sometimes they have delays and backlogs which are completely out of our control. Our transport partner did try to book this for Wednesday but were told that you couldn’t accept the delivery hence why it was then rebooked for the next working day (Thursday).

We completely understand your disappointment that delivery was not done on the day you wanted but all of our delivery information is available on our website and we can only help in situations like this if we are made aware of the issue at the time.

Kind Regards

The NWOF Team