I made my purchase and paid for it early in June, got an email confirmation of delivery in 4 weeks. Since then I have made umpteen calls, emails to Out & Out, either could not get through or spoke to different staff, with varying responses, anything from our systems are down, will refer to IT, I havent been trained in this area, I will check with a colleague, etc. If I left a message, never got a call back. I was bounced back and forth, asked to call the delivery company Furdeco who would then say the order has not been released on the system and ask me to contact the retailer. My order was split, the parasol was delivered first on its own, despite expressing concern that I could not use it or see how it fits without the furniture. I was told just return the parasol. I called a number of times last week as we are now in August and still no delivery, the whole point was to use the furniture in the summer. As for the cover, one person said the order needs to be released, other said will be delivered by Parcel Force week commencing 24th August, but actually was by Furdeco on Monday 10th August. I have a parasol that is not working for the furniture and now have received two covers.
I am so frustrated by the whole customer experience, I will never use Out & Out again. I could not have paid for my order two months after receiving the goods, how is it okay to have a delivery twice as late? Even that is only because I have continually chased and chased only to be fobbed off with another story.
I would appreciate an acknowledgment of my complaint, compensation for the service I have not received and late delivery as well as what to do about returning this parasol and the additional cover I have received.
I can send any further information, log of emails back and forth. Even Furdeco have said they continually have to deal with customers complaining about Out & Out. I also work in a customer facing organisation and am appalled at the level of or lack of service.