Duncan Dining Chair

Good product, customer service could be improved

I am very pleased with the Duncan Dining Chairs, however, when they arrived there were two packets of bolts missing which were needed to bolt the frame to the seat. I telephoned and was assured by the receptionist that the message would be passed on and someone would contact me. After waiting four hours I telephoned again and was given the same message. At about 4.50pm I telephoned again and was told once again that someone would ring me. I asked to be put through to the department and was told that wasn't possible. I then said I would hold on whilst the receptionist spoke to the department and again was told that wasn't possible. By now I was getting rather exasperated and complained about the lack of customer service and as it was now 5.00pm nothing would happen that day as they were about to close. I had no sooner hung up when a text came through on my mobile phone from Mr Robert Canning asking what the problem was!! Why couldn't he have just rung and asked direct? Having then explained it all in a text he replied that he would sort the problem. Two days later I received the bolts in the post and the chairs are now in full use. I felt sorry for the receptionists who appear powerless to deal with any complaint from a customer. If someone had dealt with my complaint straight away , I would have had the bolts the next day and would have been happy with the service.