Wilsons Furnishers Ltd

WORST CUSTOMER SERVICE EVER WITNESSED

Ordered Grass on the 22nd July (almost 3 weeks ago) and paid for expedited delivery. Received a text message on the 25th saying my order will be delivered tomorrow between 14:30 and 17:30pm, waited in on the 26th no grass delivered and no communication from Grass247. Called them at 17:45pm to ask for an update on my delivery only to be told that there was a van breakdown and I was not informed of this because they hadnt sent me an email or made any attempt to call me. Awful responses from the customer service agent.

Was told it would need to be rescheduled and the earliest date was 30th. I said I would need to re arrange the builders to come at a later date and I would call back in a few minutes to confirm. Called back 5 minutes later and was then told it cant be delivered on the 30th but would need to be the 31st. Complained about the lack of communication and processes but was assured the goods would be delivered on the 31st and would be notified of any issues.

Received a text message on the 30th to confirm delivery on the 31st between 11:30 and 14:30pm. Waited in again, no grass delivered and no communication about any delays. Called Grass247 only to be told the goods werent loaded onto the truck. Complained again at the lack of communication and asked to speak to management and was refused, asked for my goods to be delivered next day or refund me my money today to go elsewhere. Was told that none of those requests can be actioned. Finally spoke to a member of their management team, a team leader called Chris who agreed the service was poor and after speaking with him and voicing my frustrations with the company he said he would personally see this order through and ensure it would be delivered on Monday the 5th August. Chris emailed me back and confirmed that he had went over the situation with the warehouse management team and transport teams to prioritise and oversee my item being loaded onto the vehicle and dispatched. I was told I would receive a refund of £60 due to the poor service but I also stated I have no confidence that my order will be delivered on Monday. Brought to his attention that on several review platforms more that 10% of the total (over 1K) were negative and many complaints in the last 8 week period were surrounding similar delivery and customer service experiences to mine and its clear you are not trying to rectify the issues you clearly have. Chris responded by saying that is only a snapshot of the deliveries they make and they make several thousand per month apparently and these reviews dont paint a true picture of the service they offer.

Received a text message on Friday 2nd August to confirm my delivery timeslot on Monday the 5th August between 14:22 and 17:22 and again no grass delivered, this time received an email at 09:30am stating that the driver was sick and my order would not be delivered. Called Chris back and got the same waffle about how sorry they were about this and they will "try" and get it delivered tomorrow (as no delivery is guaranteed according to Chris) but last week when I complained they couldnt get any delivery delivered next day, so again more lies. Again reiterated how bad this service was, 3 different excuses for delivery failures all pointed to their lack of processes. Was told the goods were at a location in Scotland and I asked cant you get someone to get them to me and they replied no, we have no drivers or a process in place for failed deliveries. Asked to cancel my order, Chris responded by saying he is sorry I have decided to end it this way. I said I have no confidence in your company and have been let down on 3 occasions and now need to wait 5 days for a refund. So customer is out of pocket, ignored for the time spent trying to bring this to a resolution and no grass has ever been delivered in a 3 week period. I conf