Worst customer service ever
Echoing the views that have been already stated many times on this forum, this was possible the worst customer service experience we have ever had, truly shocking and appalling.
We bought from them, via an online retailer, a woodburner to the value of 2,300 Euro. It arrived in a huge package, approximately 1.6m x 1m x 1m, and weighing 190Kg. The delivery driver left quickly and we could neither move it nor unpack it to check it ourselves.
The builder started work about 5 weeks later, and on carefully unpacking the woodburner found the glass to be broken. The protective packing for the glass was a single layer of bubble wrap, which is wholly inappropriate for such a big, strong, and heavy item. We contacted the online retailer who referred the matter back to their supplier, C & L. The responses we received were simply staggering in their repeated total abdication of any accountability and responsibility. They claimed we had done the damage ourselves. They did not offer to replace the broken glass but told us where we could buy it (for an item costing over 2,000 Euro!). They suggested we fit the woodburner without the glass. They gave us information from their shipping company which was factually incorrect. They simply refused to take any action or responsibility and their replies were rude in their nature. It is unbelievable that such appalling customer service and ignorance of the customer’s rights exist.
Finally, having asked for the help of Que Choisir (highly recommended if you ever have a problem!) and dealing with the online retailer we have reached a solution, however C & L are now refusing to recover the defective item, and in the words of the online retailer are “not cooperating” (so why not take them off your approved suppliers list and refuse to market their goods?). Thank you to both of these organisations.
Let the buyer beware with this company, and here for you is yet another 1* review to add to your already 54% of 22 reviews, most of which are for very similar reasons to ourselves.
Despite the claims in the reply, I cannot find anywhere in the communications where they offered to refund on this item under any circumstances. The online vendor settled matters after we had talked to Que Choisir to understand our rights.
We have contacted C & L to ask them to collect this defective item before 5th September or we will dispose of it. To date we have not had a response.
Reply from Confort et Loisirs
Dear Ms Alcock
Thanks for your comment.
We're sorry you've only reached this Truspilot page 2 months & half AFTER having your stove delivered - and not before.
It should have been much helpful for this procedure of receipt to be done in the right way.
Thus we'd like to add, for potential Customers who may read this nice story, few more details for a better picture :
_ no checking done of the good state of this stove at receipt by yourself - despite the fact you're claiming about the "innapropriate packaging" of it which should have gotten your attention (shouldn't it ?). But not.
Reminder : among the law of transportation, checking the good state of any item transported and delivered to your place is not a Customer Right but a Customer Duty.
_ our stove remained more than 5 weeks at your work & building area : as no control done at delivery, there absolutely no guarantee that no worker could have hitten it during moving goods or scales or any working items around it. So why should we take in charge any present like a free glass ?
_ despite your retraction period was off (reminder : 14 days max after delivery), we've offered to reimburse your stove under condition we get it back.
But we have to say your reaction sticks to Human : it is less shamefull and easier to reject the mistake on someone else rather than admitting things have been done wrong.
Rgds
C&L Service Clients