TALOR Home & Garden Reviews 531

Reply from TALOR Home & Garden

Updated Jul 4, 2023

Thank you for your recent review and feedback, all feedback is highly valued as it gives us an opportunity to understand the experience of our customers and make appropriate changes, if necessary. Below is a fair and accurate statement in response to a review which we believe to be very misleading.

“Our website clearly states that we offer an assembly service (VIP Delivery) which includes product assembly & packaging removal. However, this service is chargeable due to the time and costs involved and is not included Free of Charge. This is advised on our website as an additional cost, totalling £99.00. VIP Delivery should be added to the order and paid for in full prior to delivery being booked, as not all delivery partners are able to perform the service, and the service also takes longer than a standard delivery, so the relevant time on-site must be accounted for. If, by chance, the courier delivering the order is one of our VIP couriers and they have feasible time to perform an assembly (if it has not been paid for), then the service can sometimes be arranged (however, it would need to be paid for at the same time, which would be arranged with TALOR).

This order was confirmed over live chat with one of our sales advisors, and an invoice was provided by email. It was not indicated that the assembly service was needed at any time before delivery, nor was it ever promised by our advisor. The order was completed using the invoice sent and the delivery method selected was “Standard Delivery”, charged at £0.00. This was also highlighted in the Sales Order confirmation email.

On the day of delivery, an inbound telephone call was made into our office by the customer, who made us aware of their expectation for the furniture to be assembled at no cost. The delivery team offered to perform an assembly of the goods, and they advised the customer of the charge for this. We accept responsibility that the manner in which this information was given along with the service offering was not to the exceptional standard we expect from our delivery partner, and this has been fed back to our partner for further review.

The offer was rejected by the customer due to their opinion that the service should not be chargeable. Our customer service advisor took some time to consult with colleagues internally to find the best solution whilst on the phone to the customer, but during that time the courier had to leave the premises and rightfully proceeded to their next delivery, as it would be unfair to compromise other customers deliveries when the service had already been rejected and was not paid for. The goods were therefore delivered safely and left fully packaged at the property, per the agreed delivery method.

Our Sales Manager then contacted the customer to assist, and the above information was reiterated. We offered to arrange another delivery team to return to the property on a separate day to perform a VIP Delivery at the same cost previously advised (despite this being a further additional cost to TALOR), and that we would try to expedite this. This was unacceptable to the customer, and they then advised they would either:

A) send the furniture back to TALOR, or
B) retain and assemble the furniture via alternative means.

TALOR then made it clear that the goods could be sent back under a “Change of Mind Return” and all associated return and restocking fees would be the responsibility of the customer as per our Returns and Refunds policy, which is easily accessible on our website.

We feel it necessary to defend our case and highlight that at the core of this complaint, the goods and the furniture have been reliably delivered and there is an acknowledgement that the product provided is “great”.

It is our opinion that a 2-star review (when the only detractor within this order is due to a customer misunderstanding or assumption), is extremely unfair and very misleading.”

Kind Regards,
TALOR Team