Unfortunately I have had a mixed experience with my order.
I ordered before Christmas and got my order mid January after being contacted by the shop to see if I’d received it (their system said it was outstanding - it was, but no big deal at my end).
Was really excited when the shelves arrived and they looked great. My husband cracked on and got the brackets up, but then we fell down on putting the shelves in.
The bracket holes weren’t countersunk and the shelves were too wide to sit in the brackets with the supplied screws. We didn’t have the means to amend the wood itself and tried multiple screws to no success.
I popped an email back over to the shop and was surprised by Jake’s reply of ‘you’ve received brackets that need to go back to the supplier for the reason you’ve mentioned’, we swapped a few more emails and he said he would sent replacement brackets.
I chased for an update a week later as I’d heard nothing further and was told ‘I’ll chase the courier’. Over the next few days new brackets were delivered, however, a smaller size to the ones originally delivered and not as expected for the deep chunky boards bundle I purchased. Additionally the screw holes were in completely different places to the ones already drilled into our tiled walls.
I emailed again and asked if it was possible to be sent the same bracket size as initially sent as I didn’t want to drill more holes into our tiles, or instead return the whole order for a refund as my experience wasn’t as expected.
Jake replied a week later to say he was looking at what brackets were in stock and would come back to me, that was two weeks ago….
Im genuinely gutted, the items look lovely and I had my eye on a much bigger order for other rooms in the house, but the customer service has fallen short.
Things happen and mistakes do occur, that’s life, but not once was an apology given for the inconvenience, nor the expectations followed through on. A real shame and a missed opportunity to have resolved the corrected the issue and make it a positive experience.
