poor service

On 10/8/11 I paid for an Active 5 Operators Chair. I put the order on hold until 12/8/11, on which date I confirmed that I wanted to go ahead with that order. When it arrived it was not as described by the salesperson. I was told that the seat depth would be the same as the Active 5 chair on display. The chair I was given was approximately 8 cms deeper than the display model. The back of the chair did not touch my back when I sat upright. The salesperson assured me that the seat slide (on the display model) was only necessary for people over 6 feet tall, and the model without the slide would be the right depth for me. When I bought the chair I was told that the chair would be ready within two weeks. I was also told the company was “in York all the time” so I expected delivery to be prompt. The chair should have been ready by 26/8/11. Near this date I sent an email to Hudson's Office Furniture to say that I was away from home until 30/8/11, and I said that they could contact my [adult] daughter who was home and could receive the chair before that date. I phoned Hudson's on 5/9/11 to ask why there was a delay, and was told that they thought I was away until 6/9/11. They had not chosen to contact my daughter, and had made a mistake about my return home date, causing the first delay. The chair arrived on 8/9/11, and on that date I phoned Hudson's to say the chair was not as described, and was unsuitable for me. They did not come to adjust the chair until 27/9/11. On that date, they did not bring the bolts necessary to complete the adjustment, and said that someone would bring them the following day. They asked if I would be in at the same time the following day, and I said that 4.15pm would be a better time for me. They said that was fine. I struggled to cycle home to make sure I was home by 4.15pm. No one came that day, nor did anyone contact me to say that the proposed adjustment was cancelled. I emailed to complain, and on 29/9/11 the salesperson replied in an email that he ordered the bolts at “five o clock in the evening and with the best will in the world getting them next day is unlikely”. Therefore, he told me that the adjustment would be made the next day, despite this being “unlikely”. In response to my saying I wanted a refund because I had waited long enough (7 weeks), the company blamed the delay on me, for putting the order for the chair on hold (which I did, for 1 and a half days, but I didn't include that in the 7 weeks),and for being away on holiday (see my note above). The chair had a slide seat fitted today (3/10/11) and it is closer to the depth of the display model now. But it still doesn't fit like the display model did. I think this is because the one I ordered doesn't have a lumbar pump. The salesperson said that the lumbar pump was deflated when I tried out the display model. Which may be true, but the back of the one I've received is very different, and provides poor support. So I am stuck with a large uncomfortable chair. Hudson's refused to give me a refund when I asked for one initially, and I think I'm even less likely to get one now they have made one adjustment to get it closer to the dimensions of the display model.

pip shippey - 03/10/2011 | report this review