Tealight Gianni (4 holders) ordered Contacted info at Clanbay as they did not arrive within the original timescale although the website did state @ 7 days delay possible due to deliveries J... See more
Company replied
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STAY AWAY FROM THIS SHAM COMPANY. SHOCKING CUSTOMER SERVICE AND SHOCKING QUALITY PRODUCTS. AVOID AVOID AVOID!
We ordered the Legacy Winter Melody Coffee table which unfortunately turned up with a very scratched surface which looks awful. In addition the coffee table looks nothing like it does as advertised, i... See more
So disappointed! I paid £149 extra for white glove delivery of a glass table; I got 2 friendly but clueless men in a van. Table was damaged. So far I have been unable to communicate my experience... See more
Company replied
Company details
Written by the company
Retailer of high end furniture and homeware products worldwide
Contact info
United Kingdom
- www.clanbay.com
Wish I had read these reviews before…
Wish I had read these reviews before buying from them. I purchased two pots and upon delivery, found them to be badly finished with missing paint. I requested a return and was told that they were ‘within their quality tolerances’. I was told I could return them at my cost which I ended up doing but then the parcel tracking had issues and arrived after a PayPal case was closed. They’ve since ignored my attempts to contact them so I am trying to reopen the PayPal case. Ended up £50 out of pocket.
January 22, 2023
Unprompted review
Reply from Clanbay
Hi Nic,
I do apologise that you feel this way but allow me to go through some of the things you have mentioned in your review above.
- The images you provided showed 1 one the items with a slight deviation however we have very detailed articles on our site explaining that due to the nature of some items they will have minor deviations with them. Since this did not at all effect the functionality of the item this would have been treated as a standard return.
- We have had no attempts to contact us from your email address or emails tagged with that order number, the last email was actually from one of our customer service team representatives asking for the tracking number but that email was not responded to.
I do again apologise that you feel this way however we are a small family owned and ran business and negative reviews such as this can have a very negative impact to our presence. Where we do take into consideration all feedback we get to improve our service we would kindly ask that you reconsider this review if possible.
Regards
Clanbay
Poor communication & "selling" items that are out of stock
Similar to other reviews, Clanbay also decided to cancel my order without letting me know. After 2 weeks of not hearing anything since the order confirmation, I e-mailed them to check what is going on with the order and I was told that they "can see that the team had sent an email to explain" which they definitely had not. It's a very bad look when a company is not able to sort out their automatic email system for what seems like has been an issue for years and then blame the client. Selling things that you don't have in stock and how this is a complete waste of time for the customer is of course another issue.
May 16, 2023
Unprompted review
Reply from Clanbay
Hi Karolina,
I do apologise that you feel this way.
I am aware that in some cases emails sent from us can sometimes go into your spam folder in email. This was also not an automated email as your review would suggest but would have been sent by one of the team members.
I again would like to apologise about your order not being fulfilled but in a lot of cases we are at the mercy of the suppliers of the products and their stocks. We have vastly improved our stocking system to get the most accurate results possible.
We are a small family owned and ran business and we rely very heavily on our online presence and reviews such as this can have a very negative affect on our operations so we would kindly ask for you to reconsider this review.
Regards
Clanbay
Do Not Buy From This Company
Do Not Buy From This Company, Absolutely Disgraceful Customer Services, Ignore Complains, Do Not Respond To Reasonable Requests, Even Showing Poor Packaging And Damaged Goods- Complete Denial Clanbay - Order 11439 (CBN11439)
I note with great interest your response below, I do not feel any compelling reason to remove or alter my comments, in fact your response just confirms how poorly you treat your customers, we have specified that we went onto your site to upload photos and lodge a complaint, it doesn’t tell you at that point whether the complaint is registered, on going back to the same site 3 days later, you’re told not to register any complaint again as it slows down your responses. At 10 days hearing nothing back, we search your websites and find an email address which we then write to, include photos which show horrendous damage, smashed box, corners split, covered in DPD re-tape, glass spilling out, absolutely no way that damage can be disputed, I would have rejected the delivery immediately but we weren’t in and so it was left by the front door! You then basically provide nothing but “out of 10 day time” no escalation, no investigation- you were offered, I only unpacked the goods last week as after a month in my garage and no action from you, I needed to review any further damage. The £400 tables are in tact no damage bar a piece of glass, you’re not even prepared to replace that and the photos provided show quite clearly on delivery that it’s smashed!
Hiding behind being a small family company doesn’t stand, if you don’t listed to customers, if you don’t respect customers, your aftersal service is totally poor, no escalation given until you write a poor review and then told its a 60 day process to review the claim, 2 months!!!!!! For a small family company- you should be all over it, I actually can’t believe how bad you are, then You moan at my review. Incredible !!!!
May 1, 2023
Unprompted review
Reply from Clanbay
Hi Robert,
I do apologise that you feel this way.
As we had explained via email from our customer service team that any damages have to be reported within 10 days of receiving the item, in this case this was not done and no proof of earlier contact attempts provided when requested.
We ask for damaged to be reported within this timeframe is to ensure that the items were not mishandled after delivery or stored incorrectly.
I do apologise that you feel this way however it is very unfair to us as a small family owned business to receive reviews such as this. All the information and our terms, conditions and general information as to what to do in situations like this however this was not followed. We rely very heavily on our online presence however reviews such as this can be very damaging.
Regards
Clanbay
Terrible Customer Service
Ordered a cabinet from this company it arrived and it was not the colour I ordered, trying to make contact was very difficult and responses not helpful, on further inspection the cabinet is poorly made and I asked to return for a refund no real details provided other than the address no assistance in organising the return no mention of how to get a refund I would not buy from this company again
Now three days following this review still no contact on this despite me sending more details
Thank you for the reply, however I have to say that i initially raised a ticket but never got a reply and below is an example of your customer service which is really not helpful and at the end of the day I am left trying to ship a pallet back to you
You will need to arrange to send the item back as it is unwanted
April 25, 2023
Unprompted review
Reply from Clanbay
Hi Allison,
I do apologise that you feel this way but allow me to go over some of the points you have made above.
- The item that you ordered and that arrived was the same colour, we do have a section on our website explaining that there may be colour deviations based even on the device that you are looking at the item
- Not sure how the contact was difficult to make as we have the support section at the top of our website (and every sub page) which you can just raise tickets without issues
- The response provided by our team included all the information required and requested in the original email so again I am unable to see how the response is unhelpful
- All return information was provided and our colleagues replied to every email you had sent.
I would like to again apologise that you feel this way however as a small family owned and ran business reviews like this can be extremely damaging to our reputation so I would kindly ask that you reconsider this review
Regards
Clanbay
Terrible customer service
Terrible customer service. Table arrived damaged and they are refusing to allow me to return it - after months of correspondence. DO NOT BUY FROM THEM!
April 22, 2023
Unprompted review
Reply from Clanbay
Hi,
I have went through some of the correspondences you had with us in relation to your complaint so allow me to go through it.
- The items are strapped to pallets whilst also having additional protection measures so it is very strange that any form of damage could have happened during delivery
- There are A4 sheets stuck to each pallet delivery advising to take images of the pallet delivery so that we can asses for any damages that way however this was not done
- Looking at the images it is likely that the damage happened during the removal process and this was relayed on to yourself.
I do apologise that you feel this way however something like this is completely out of our control as the evidence provided is not substantial and it is likely that the damage happened as the product was being taken off the pallet. We are a small family owned and operated business so reviews like this can have a huge negative impact on our operations so we would ask for you to reconsider your review if possible.
Regards
Clanbay
Don’t buy from this company
Don’t buy from this company. It’s a scam basically. We ordered a cabinet: the instructions were impossible to follow and the materials broke in attempting to construct it. The returns policy is made so that it’s basically impossible to get a refund. A complete waste of 140 Pounds. Avoid!
April 17, 2023
Unprompted review
Reply from Clanbay
Hi Jack,
I do apologise that you feel this way.
Can you please advise of the ticket number on which you would have contacted our customer service team to help you on this matter as the email address on order does not show any emails or queries from yourself.
It is extremely unfair to say "It’s a scam basically" without having contacted us to try and get a resolution to this matter.
We are a small family owned and operated business so reviews like this which are quite unsubstantiated can have a very detrimental affect on our business.
Regards
Clanbay
Very efficient customer service
I ordered an item and the team reached out to me straight away to let me know there would be a delay on the delivery of my item and gave me the option to proceed or they would refund the item, and they were very apologetic too, rven though it was out of their control. Very efficient service, the team were very clear on answering my questions and in a prompt manner which was very much appreciated. Look forward to dealing with Clanbay again
Kind regards, Michelle
April 6, 2023
Unprompted review
Reply from Clanbay
Hi Michelle,
Thank you very much for leaving us this review! As a small family owned and ran business it helps a bunch!
Regards
Clanbay
Don't waste your time and money.
Poor quality of products - luxury is a wild overstatement! Don't waste your money. Poor customer service too. Just save yourself the trouble and pick a better retailer.
March 29, 2023
Absolutely delighted with our copper…
Absolutely delighted with our copper mirror. It's absolutely stunning and the quality is incredible. It was definitely worth the wait.
March 24, 2023
Unprompted review
Reply from Clanbay
Hi Cheryl,
Thank you very much for leaving us this review! As a small family owned and ran business it helps a bunch!
Regards
Clanbay
Tall stand
Ordered tall stand. Item come as described, quite quick delivery. Very pleased. A lot of good things here, decent prices, will definitely buy again. Recommend.
March 10, 2023
Unprompted review
Reply from Clanbay
Hi Ingrida,
Thank you very much for leaving us this review! As a small family owned and ran business it helps a bunch!
Regards
Clanbay
Order not received. Scam website
I ordered a wall clock from this company and the estimated delivery date was Feb 21st, 2023. It is Feb 24th today, the order has not been received and there is no communication it was dispatched or indeed when I can expect it. I have raised a service ticket and there has been no response to it either. This appears to be a scam website and I am at the receiving end having spent £236 on a clock. Do not fall for it.
February 24, 2023
Unprompted review
Reply from Clanbay
Hi Vandana,
First of all I would like to apologise that you did not have a pleasant experience with us. Please note that this does not fully reflect our nature!
I know that the items originally were slightly delayed however the manufacturer then revised this and advised that there was a stocking issue which means that the item is no longer available. The email you sent in has been replied to by our customer service team (our typical reply time is 2 full business days, meaning that this was answered within the timeframe set out on the support section of our site).
Your order has been cancelled and a refunds has been issued.
I do again apologise about the inconvenience caused
Regards
ideas4lighting
Perfection
Jars were perfect and just as I ordered, quick delivery..perfect!
November 7, 2022
Unprompted review
Reply from Clanbay
Hi Joanne,
Thank you very much for leaving us this review! As a small family owned and ran business it helps a bunch!
Regards
Clanbay
Not great
Dodgy,
Updated, parts came in the end damaged.
Have heard nothing back for months, have passed over ETA date, still no communication even after submitting a ticket.
Recommendation to business: communication
January 10, 2023
Unprompted review
Reply from Clanbay
Hi,
Have you contact our customer service team via the ticket desk to advise that the parts that you received were damaged? We have no record of contact to advise about any issues from the email you have provided on this review?
Please get in touch with us and we will see what can be done to resolve this!
Regards
Clanbay
Beautiful contemporary furniture.
Beautiful contemporary furniture and decor. Great value compared to similar retail sites, with discounts throughout their range during sale times. My orders arrived within the promised time, well packaged with no breakages.
December 16, 2022
Unprompted review
Reply from Clanbay
Hi Anne-Marie,
Thank you very much for leaving us this review! As a small family owned and ran business it helps a bunch!
Regards
Clanbay
Will my item ever arrive???
Purchased a Christmas present on the 02/12, it said delivery date would be the 13/12 however it wasn't dispatched until the 14/12 and still has not arrived
I have emailed the company twice but no response.
Tracking number does not work so unable to track item
Poor communication
Website not user friendly
Hard to speak to anyone
December 21, 2022
Unprompted review
Reply from Clanbay
Hi Kirsten,
Thank you for your feedback, to allow me to look into this further can you please advise about the issues you had with the website being not user friendly?
Also that specific brand had faced some delays which is unfortunate especially around the Christmas period. I have checked our ticketing system and there has been no contact from the email address provided by yourself so we would not have been able to sort any issues raised if no contact is there.
Regards
Clanbay
Avoid this company…
Still waiting (6 weeks later) for the delivery of a basic mirror…keep asking for an update keep getting fobbed off…no idea when / if product will arrive. When purchasing the delivery showed as 4-7 days…scam website
December 20, 2022
Unprompted review
Reply from Clanbay
Hi Peter,
I do apologise that you feel this way.
I would like to point out that we are not a "scam website" but a small family owned and operated business. The items were delayed which is unfortunate but our team had advised of this delay via email.
Again I would like to apologise that you did not have a good experience with us. We take all reviews and then use them to improve our service in any way we can.
Regards
Clanbay
Appalling service
I too have had appalling service from this company. Nearly 4 weeks since I placed the order and still not received it. They tell me it has been ready for dispatch for two weeks along with 800 - yes that’s 800 other items. They now tell me it has dispatched nearly 4 days ago but I’ve had not notification from courier, so I don’t believe them. Defo not be using them again and I’d urge others to be cautious especial if you want something within a week or two.
December 19, 2022
Unprompted review
Reply from Clanbay
Hi Chris,
I do apologise that you feel this way.
There was a backlog relating to some suppliers due to the Christmas period as some manufacturers stop quite early on meaning that once they actually get the items to us we receive a massive influx of items which we then have to sort through. Also during this time Royal Mail were striking and that is why the correct updates / notifications were not going through.
I would like to again apologise about any inconvenience caused.
Regards
Clanbay
Do not use
Truly awful service. Item arrived damaged and faulty and they are refusing to accept responsibility, saying at my own cost (around half the price of the product) return it to them for a refund but this would leave me out of pocket. I would never order from them again.
I have edited this to account for Clanbay Response. The item is faulty, I would be pleased to provide images if this allowed me. I have provided two in my display image, with comparisons to other areas, as honestly, I don’t mind that things arrive damaged but to make it difficult for me to return (it will cost me a significant amount to return it) when I have images and videos to show this is not acceptable. The edge of the gold, the rim of the table has not been sealed flush, or has pulled apart in transit so you can see the join, and this is evident as the other side sits flush, so this is clearly not sealed together well and this worries me about the stability. You also agree that the leg is damaged and therefore it is damaged and faulty. It just seems to be you are making things difficult for me. Thank you
December 3, 2022
Unprompted review
Reply from Clanbay
Hi J,
First of all I do apologise that you feel this way but allow me to address some of the points you have raised in this review.
- You advised in this review that the item arrived "damaged and faulty" however throughout the conversations you have had with the customer service team any damage is yet to be shown in the slightest.
- I can see that one of the issues raised was that the table wobbles slightly and we had agreed to get this issue repaired for you without any.
We do again apologise that you feel this way however them item is not damaged and we are able to fix the actual issues relating to the item without any problem however anytime that our customer service team advised to return the item this has been ignored.
Regards
Clanbay
We have spent almost £90 with Clanbay…
We have spent almost £90 with Clanbay and, over a month since then, still no delivery. No response to emails, no idea when our product is arriving. We’ve raised three tickets and heard nothing. When does this become theft?
December 8, 2022
Unprompted review
Reply from Clanbay
Hi Tom,
I do apologise that you feel that way.
You had emailed us on the 28th of November asking about the status of your order and one of our team replied to you on the 29th of November and that is the only email chain with yourself that has ever been raised with us.
I do apologise that your item was delayed however the item is currently awaiting dispatch meaning that it has arrived from the suppliers and is in the process of being packed and then booked with the courier and it will likely leave us today or tomorrow.
Again I do apologise about any inconvenience
Regards
Clanbay
Have sent several msgs and no response
Have sent several msgs and no response. Need a refund as waiting for over 3 weeks! This is a dodgy site please avoid!!
November 11, 2022
Unprompted review
Reply from Clanbay
Hi Tara,
I do apologise that you feel this way.
I can see that your order is slightly delayed and can see that you requested a cancelation 17 hours ago, our customer service team try and get to all queries within 48 hours on them being received however I have made them aware of what you mentioned above and have passed on the relevant information.
We are a small family owned business and we are seeing certain delays from manufacturers due to customs. I can see that your item is currently around a week and as advised above our customer service team will be in touch with yourself.
I do again apologise that you feel this way and I hope we will be able to get this sorted and hopefully get you to reconsider this review. As a family owned and ran business our online presence is very serious.
Regards
Clanbay
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