Clanbay Reviews 165

Terrible service, mirror is so faulty it’s laughable. Company offered a 10% refund once they received my photos, I declined and said I wanted a full refund, the company wouldn’t pay the returns postage (even though product is faulty) I have contacted citizens advice.beware!!!

Unfortunately the product I had ordered had been discontinued. The company refunded my payment quickly. Great customer service and excellent communication. Thank you Clanbay

Unfortunately they couldn’t supply the item due to it being obsolete, but where prompt in letting me know. Quickly refunded my payment.
Excellent customer service excellent communications.

This company is appalling!!!
The website stated my item would be delivered within 10 days. I ordered the item and then it stated a month to delivery.
I am still waiting and it’s been 5 weeks. I emailed to explain it was a present and could they send it sooner by no reply to my email. There is no phone number to call!! It’s only a tray! I have checked the website to find out if it’s been dispatched and it still being processed!! It has been processed or 5 weeks now. I have asked for my money back. Do not use this company!!

Bought a side table from them. They promised 7 day delivery. It finally arrived almost 2 months later. I was about to start a chargeback through my bank. It arrived with scratches and chips all over. When I asked for a refund, they agreed but I would have to pay the return postage costs!!! Argued with them but they wouldn't budge. Complete micky mouse organisation. Cost me time and money when it was their fault. Avoid them!!

Really shocking quality of a wooden display ladder I bought from Clanbay. I emailed to complain and was given short shrift. Not impressed. I wish I’d read these trustpilot reviews before ordering as I can see there are many unhappy customers and I would have ordered from somewhere else.

Very nice selection of products. We ordered a great mirror. Product arrived damaged but they were very timely in their responses and apologetic for this issue which was appreciated.

After ordering a lamp, it arrived with a design issue. Part of metal stand was on an angle, rather than straight - clearly a manufacturing error. After getting in touch with customer services, the response was 'there's nothing we can do as functionality is still OK'. For a company that sells interior design items to fail to see the importance of aesthetics is hugely dissapointing.

They seem very nice people to deal with, responding to emails fairly promptly. I had two problems. The first concerns the length of time I had to wait for the coffee table to be delivered. I was initially told to expect it on December 3rd. It arrived more than a month later! I accept this was due to circumstances beyond Clanbay's control, but if you know there's going to be a long delay, you should make this clear when advertising the product.
The second problem was with the delivery firm. They turned up at 8am having given me no notice.

Excellent service and fantastic product. Really happy and will be back.

I ordered a cushion, they said it was not available and that I could cancel. Then I bought it elsewhere. When I asked for the refund they said it was shipped, I sent it back at my cost.

THEY REFUSED THE REFUND AS THE PLASTIC BAG HAD BEEN OPENED!!!

This is illegal under UK law. I didn't know that places like this were still existed.

"Unfortunately it was noted that the item has been removed it's original packaging and as such we are unable to approve the return."

AVOID AVOID AVOID!!

After receiving a cheap looking mirror for a not so cheap price 7 weeks after ordered, we decided not to keep and sought a refund. The item was sent back in the exact same level of packaging as we’d received it in (a box containing protective insulation, wrapped in a postal bag). Upon return I received an email to advise that the refund would not be issued due to the item being damaged upon receipt back to them. If this is the case this would be due to their own shoddy packaging!! I have written an email to advise this and await a refund, but am disgusted that this level if customer service and would advise other customer to steer clear!

One star given due to not being able to write a review otherwise! Below email to advise of refusal of refund;

Clanbay
Hi Emma,

Order Reference: #6686 (CBN6686)
Current Status: Order Dispatched

Thank you for placing your order with us. If you have received this email we have updated your order status or we require some addition information from you which you will see below highlighted in red.

If the status of your order has been changed to 'Awaiting Dispatch' then we are currently processing the order in our pack bay and it will be booked with our courier later today/tomorrow. You will receive a followup email with tracking information when we pass the parcel over to our courier. Please note delicate and bulky items may sit as 'awaiting dispatch' for 2-3 days as these orders require special attention to avoid damage in transit.

Hi Emma,

I am sorry to report that the mirror you returned has arrived back severely damaged as per attached image. Unfortunately in such condition we are unable to approve this for return. We have retained the item to assist you with any other detail requirements you may have but given the condition we suggest disposal. Please can you advise accordingly.

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 with anyone at Clanbay. Zero post sales customer service.Very difficult to communicate with this company.

I have been asked to update my review by Rob in marketing. Well Rob , Jason your colleague has just sent me me a truly dreadful email. I am now seriously shocked by the terrible service I have been shown by Clanbay.

Very poor product that deteriorated after a few months. Company could not care less when l contacted them . I will not buy anything from them again . Not Happy

Appalling customer service. My item arrived damaged due to poor packaging. Almost four weeks later I am no closer to getting the issue resolved and having my money refunded. I would warn anyone against buying anything from Clanbay.

Online buyer beware- now matter how close you live to this Newry business, YOU will PAY postal/shipping fees to have your item returned to Upper Edwards St. Clanbay will not accept the customer retuning the items. Not only did I have to pay £27 shipping, one of the items was damaged during the return. Rest assured this would not have happened had I been allowed to put them in my car and drive to Newry. I have paid >£200 for nothing

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, it is a different colour, much more gray and poorly made. We want to return the table and emailed Clanbay for them to arrange this but they have stated that it is a 'natural weathered finish' - this despite clear evidence of scratches and we must return it at our own cost. Do not use this company. Faulty, poor quality products.

Prompt action to replace incomplete item. Just awaiting delivery. Many thanks

I was disappointed that my delivery was delayed but understood it is a difficult time with delays in stock delivery.
However I do feel customers should be updated on the delays, unfortunately it is left to the customer to chase.
For this I would have given 3 stars for the poor customer care, but Callum in customer service was excellent and a credit to the company so the extra star is for him.

I wouldn’t buy from this company again. The item I bought had rust on one of the tables I bought and customer service ie. Mr Clanbay himself, said that’s how it should be as it was described as ‘vintage’
I could get a refund but I had to pay for a courier to return it!
Also on their website it states that ‘safebuy’ rates them 5 star when they are rated 4.5 stars and have no reviews.