Received a Lucy Storage Bench Order No:[protected]
Total cost: 139.95 plus £9.95 delivery charge
Purchase Date:26/06/18 Delivery date:2/07/18
I thought I purchased a Lucy Window seat, but instead received a Lucy storage box.
I feel bitterly disappointed that I got an item I did not order, particularly as the shop attendant (who took this order), was the person who directed me to the Lucy window seat when she discovered what I was looking for. I ordered the window seat despite the fact that it did not meet my full measurements, as it was much smaller than I wanted. However, it would have slotted into the bay space quite easily.
On the day I ordered the window seat, she disappeared for a while and returned, handing over the order to her colleague who placed the order and took the cash. I was told I wold get the receipt with the order. However, on the day I was not given a receipt and forgot to ask. I did take a picture of the receipt on my mobile, but did not notice that the store staff made the error with the order in store. I only became aware of this when I looked at the mobile receipt on 2nd July to obtain the order number for my complaint.
On 2/07/18, I made an e- mail complaint found on line to (raksha.[protected]@dunelm.com) to Dunlem in Colliers Wood, where the item was ordered, but the e-mail bounced back. I immediately made another complaint; I believe through the Resolver form on line and got no response. A third complaint was made, because I had no acknowledgement to the previous and received a response came from Dunelm Direct Joanne Bezzine on the 3/07/18
However, Ms Bezzine appeared not to have read my complaint and presumed that I made the order on line. She also asked me to provide answers that were contained in my letter to which I promptly replied on the 3rd with answers. Yet to date I have had no follow up from her.
On 6/07/18, I sent an e- mail to [protected]@dunelm.co.uk, their reply was swift but unfortunately, they are a geotechnical and drilling company.
7/07/18, I phoned Dunlem store in Collier's Wood just after 3.30 pm. The phone just kept on ringing.
I would be obliged if you can sort out this matter and arrange for this furniture to be collected without any further cost to me. Additionally, I would like a full reimbursement (including the £9.95 delivery), if the Lucy Window seat is not available or a similar item that meets my dimensions.
My measurements are: 93cm width nearest the window, 55cm Height & 120cm width away from the window. 48 depth. The Lucy window seat covered the 120W, but it is smaller at the back and sides.
I did not receive a receipt from the store. I was told that the receipt will be handed to me on the day of delivery, but it was not and I forgot to ask for it. I paid £139.00, plus £9.95 for the delivery
I am very disappointed by this whole experience and I am now considering whether I need to take this matter elsewhere.
Angela Lum Wai