Kemp Mathis LTD Reviews 

Reply from Kemp Mathis LTD

Updated Dec 23, 2020

Hello Christopher,

Thanks for taking the time to leave a review, we have investigated the circumstances surrounding your order and these are the findings - 
You were advised that the order could not be delivered in the usual time frame before the order was processed, at no point was any payment taken which means at no point was there a refund to be issued, we have provided you evidence of this via email but unfortunately you have refused to amend the review to reflect this. 

 I can also see that we have never once refused order cancellation confirmation, I can see no evidence whatsoever in our logged communications to support this, in fact we did send a cancellation confirmation via email within 2 hours of it being requested. The payment was never processed and was voided in the payment gateway, which is why it dropped off your pending transactions stating that we were 'quick' to take your money is not true. 

If for any other reason we cannot supply a product we always check with other retailers on behalf of a customer to see if they can supply the same product, in this instance we did but the main supplier of the product who supplies every taller in the UK was out of stock, this can be verified by contacting them directly.

The product delvery inforfmatuion was also updated to reflect the delvery tiemframes straight away which can be viewed here -
https://www.swaggerhomefurnishings.co.uk/industrial-tv-unit-2-drawer-sawn-finish.html

In summary -

*We informed you of the situation as soon as possible.
* We never took the payment.
* We processed the cancellation within 2 hours of request.
* Corrected the original listing mistake as soon as posisble.
* We sent an email to you apologising and as you mentioned offered cash compensation despite the cancelling of the order and despite the negative inaccurate comments. In this instance there is not a lot more we can do.

Many thanks 
Swagger Home Furnishings

Reply from Kemp Mathis LTD

Dec 15, 2020

Hello Marek,

Thanks for taking the time to review your experience. We are very sorry it didn't go to plan on this occasion.  I can see from our communications that you agreed to place a backorder for some of the items from your order but unfortunately the arrival date for the furniture was delayed, I can imagine how disappointing this may be when you have been expecting something within a certain timeframe. 

Unfortunately this year has been very difficult as you can imagine due to worldwide events, unfortunately Covid 19 has affected every aspect of trading and we are now starting to feel the repercussions of the original lockdown when the manufacturers overseas had to close their doors and cease producing, the biggest issue the retail world is facing at the moment is reduced stock levels, demand has massively outstripped supply with everybody in the UK choosing to shop online during the lockdown periods due to shops being closed. Unfortunately it has been a dual issue with factories not producing on one hand and the UK market going into overdrive with people stuck at home and purchasing online on the other.

This has led to many issues with manufacturers not being able to supply goods in the usual manner, as well as this there is currently chaos at the ports as some shipping companies have chosen to pull out of the UK market altogether due to the issues faced this year and the pending Brexit deal. There is a backlog of incoming containers and as a result arrival dates are being delayed, whilst we appreciate your anger this year has been the hardest year to trade in living memory,  the issues we and other retailers have faced are completely beyond our control, we work literally around the clock to answer emails and phone calls and have responded to every one of your emails in most cases within 24 hours, our phonelines are open 24/7 hence your emails being answered around the clock.

We are dealing with hundreds of phone calls and emails per day, unfortunately with all the will in the world it is not possible to answer every one of them immediately, we have reached out to you via email and offered compensation for the delay and further discounts in the future if you ever wanted to reinstate the order.

Many Thanks Swagger Home Furnishings

Reply from Kemp Mathis LTD

Dec 23, 2020

Hello Giselle,

Thanks for taking the time to leave your review, the delivery timeframe on your order was 5 - 10 days, we advised that there was a wait on the delivery of the order due to a stock discrepancy as soon as possible, unfortunately with over 10,000 products on the website, things like this can occur from time to time.

You were informed before the payment  was processed and the order was cancelled as requested,  the person who answers the phone is in fact employed by the company, it would not be possible to get somebody who doesn't work for the company to answer the phone, at a time when most other retailers have closed their phone lines altogether due to the Pandemic we still take phone calls 24 hours a day 7 days a week. 
 In regards to being reputable we are in the top 5% of companies on Google in terms of feedback with an Excellent rating on Trustpilot, the experience of our other customers and our Excellent rating across multiple platforms does tend to speak for itself.
Many Thanks Swagger Home Furnishings

Reply from Kemp Mathis LTD

Nov 12, 2020

Hello Nikki Hughes,

Thanks for taking the time to leave a review of your experience, looking at the details of this order, I can see that we did inform you of the delivery time frame before the order was processed and that you had agreed to wait until the 24th of September.

Looking through the records I can see that we did not email you on the 24th to say that it still wasn't in stock, In actual fact it arrived when advised and was delivered to you the following week and you accepted the delivery.

Whilst we apologies for the initial delay the item was delivered to you in the time frame advised before the order was processed, if you were not happy with the timeframe at that point the order should have really been cancelled.
In the event of any delays with stock, we always advise customers before the payment is processed and it is their choice to wait or to cancel the order.
In this instance we delivered in teh time frame you were advised of before the payment was processed.
Many Thanks Swagger Home Furnishings

Reply from Kemp Mathis LTD

Nov 27, 2020

This review is a complete fabrication under an alternative name, real name is Darren Holden.  it is misleading and Defamatory, the lead times on the website were not misleading in the slightest,  the delivery time frame for the product in question is crystal clear on the site which is 5 - 10 days and can be viewed on the product page here -

https://www.swaggerhomefurnishings.co.uk/roma-rectangular-table-with-4-roma-bench-set-white.html

Darren called in to cancel the order just 3 days after placing  it, not allowing for the delivery time frame stated on the order. The order had already been dispatched and was on the way within the pre-given time frames as stated on the website, cancelling at that stage resulted in return cost charges from the courier, Darren used the blackmail of a negative review to secure cancellation despite the product being dispatched leading to a waste of time, money and effort. 

The money wasn't taken after the customer had cancelled, it would not be possible to do this, the money is processed when the order is placed. it is important to view lead times on the website and make sure that you are happy with them before placing an order. Cancelling an order with a lead time of 5 - 10 days after 3 days and putting it down rto our lead times is misleading.

Reply from Kemp Mathis LTD

Jan 13, 2021

Hello Sonya,

Thanks for taking the time to leave the review, sorry to hear you did not have a good experience this time round,  looking at the details of the order i can see that  we had contacted you when the order was first placed and advised that the stock would not be available until the beginning of August, we gave you a choice at that time to cancel the order or to wait and receive it when the stock arrived, I can see that you decided to wait but the incoming delivery date was pushed back.

Whilst we appreciate this is frustrating and apologise for the delay, at that time we were and still are in the grip of the worst pandemic in living memory which has unfortunately affected every aspect of trading, due to the pandemic the goods were delayed and arrived in the warehouse 1 week later than expected, given the circumstances, delays in goods coming into the country were completely beyond our control and something we were powerless to prevent.

I am glad however that we still managed to complete the delivery for you through this difficult time, sorry to hear that you were not happy with the quality of your choice, we do give customers the option to return a product within 14 days in instances such as that, in this case a return was never requested. 

Many Thanks 
Swagger Home Furnishings

Reply from Kemp Mathis LTD

Dec 15, 2020

Hello Jem,

Thanks for taking the time to leave a review, we are sorry that we could not complete the order on this occasion, unfortunately this year has been very difficult as you can imagine due to worldwide events, unfortunately Covid 19 has affected every aspect of trading , I can see from the order details that you had ordered a garden set which arrival was delayed due to the issues.

At the time communication was difficult with all office staff working from home, things got so busy that the amount of enquiries and orders that were coming in on a daily basis were overwhelming and unprecedented, we were dealing with 800 emails and phone calls per day with a skeleton staff of two, all brought about by the lock down as the whole of the UK turned to online shopping opposed to visitying shops,  we didn't foresee things going this way and it completely overwhelmed us.

Maze Rattan supply every retailer in the UK,  the vast majority in a similar fashion to us which means that in this instance it didn't really matter where the products were purchased the delays would have been the same, they had not long been back operational since the lockdown at the time of this order and were experiencing a lot of delays.  

With all the will in the world we found it impossible to offer our usual level of customer service and fell short  in some areas. Online retail is under the biggest strain it has ever been under, two of our suppliers closed their order books for 7 days as they were hit in the same way and were at breaking point, we had never seen that happen and we have been trading with them since 2014.

We took two new people on during this period to deal with incoming queries and issues and were still behind in our communications, we would have had to take around ten new starters on to try and keep pace with what happened during this period, in such uncertain times this isn't the easiest thing to do. 

I hope this adds some context to the issues surrounding the order and delivery, apologies that your order was caught up in the middle of it, this has been the worst Pandemic in living memory and has taken us all by surprise.

We are sorry that we couldn't complete this order in the normal timeframe.
Many Thanks 
Swagger Home Furnishings

Reply from Kemp Mathis LTD

Dec 15, 2020

Hello Elaine,

Thanks for taking the time to leave a review, we are sorry that we could not complete the order on this occasion, unfortunately this year has been very difficult as you can imagine due to worldwide events, unfortunately Covid 19 has affected every aspect of trading , I can see from the order details that you had items on backorder with the main supplier Birlea and the arrival  was delayed.

At the time communication was difficult with all office staff working from home, things got so busy that the amount of enquiries and orders that were coming in on a daily basis were overwhelming and unprecedented, we were dealing with 800 emails and phone calls per day with a skeleton staff of two, all brought about by the lock down as the whole of the UK turned to online shopping opposed to visitying shops,  we didn't foresee things going this way and it completely overwhelmed us.

Birlea supply every retailer in the UK,  the vast majority in a similar fashion to us which means that in this instance it didn't really matter where the products were purchased the delays would have been the same, they had not long been back operational since the lockdown at the time of this order and were experiencing a lot of delays.  

With all the will in the world we found it impossible to offer our usual level of customer service and fell short  in some areas. Online retail is under the biggest strain it has ever been under, two of our suppliers closed their order books for 7 days as they were hit in the same way and were at breaking point, we had never seen that happen and we have been trading with them since 2014.
We took two new people on during this period to deal with incoming queries and issues and were still behind in our communications, we would have had to take around ten new starters on to try and keep pace with what happened during this period, in such uncertain times this isn't the easiest thing to do. 

I hope this adds some context to the issues surrounding the order and delivery, apologies that your order was caught up in the middle of it, this has been the worst Pandemic in living memory and has taken us all by surprise. We are sorry that we couldn't complete this order in the normal timeframe.

Many Thanks 
Swagger Home Furnishings

Reply from Kemp Mathis LTD

Oct 6, 2020

Hello,

Thanks for leaving your review, we have thoroughly investigated your claims and these are the findings -

I can see that you received a flat pack bookcase which you fully assembled, you then reported damage to it, although the damage was minor in its appearance the main supplier of the unit examined the images and could see that the area you were claiming as damaged was right next to a screw hole which you had used to assemble the unit making it pretty clear that the damage had been caused during the assembly process.

Had any of the parts been damaged upon arrival with you it would have been common practice and in line with the terms and conditions of the order that you agreed to at the time of placing it to report the damage with the evidence in the form of a photo before the assembly process began. It would be highly unusual for anybody to use a damaged piece to fully assemble a piece of furniture then report the issue once fully assembled.

Paypal asked you to return the unit at your own expense because of this, however when the bookcase arrived back with us every single piece had been snapped in half and damaged beyond repair, we attempted to contact you numerous times to gain the details of the postal insurance that you should have taken out to protect against the bookcases value in the event of it being damaged in transit, every attempt to reach you in order to resolve the situation was ignored until we advised of our intention to make a claim against you in the county courts for the value of the damaged piece of furniture.

Unfortunately you refused to supply the insurance information to us and to our solicitor and were very hostile in the process, the insurance would have and should have covered the cost of the damaged item, it was your legal responsibility to ensure that the return reached us in the same condition as you received it, like many customers have before, but unfortunately due to your unwillingness to cooperate with either us or our solicitor we have had no choice but to take action against you in the county court for the recovery of the cost of the bookcase and associated costs.

It is also worth noting that in retaliation for this you have attempted to leave multiple negative reviews under different names and guises in an attempt to damage the reputation of the company, they were removed by the review platform, Truspilot have also asked you to edit your review here to remove unsuitable sections.

The main supplier has also reported multiple nuisance phone calls from you and were considering taking their own legal action against you to cease and desist from your actions. Everything has been logged and all evidence against you has been and will be raised with the county courts in the upcoming claim.

In the interests of transparency to other customers and people reading this we will update the review once the case is at a conclusion.

Many Thanks Swagger Inc