Rock Solid kitchens... Same old story...
We ordered our kitchen in Dec 07 after a sales rep visited our home. We wanted our kitchen delivered by the end of Feb 08; the delivery came through on time but then the problems started....
After we started fitting our kitchen we realised some parts were missing and others didn't belong to our order....
On 11 March 08 we called the so-called customer services number only to be put on hold for 10 minutes while the rep went to 'find' our file. We told them what the problem wasn and they suggested to make a list of the missing items and then e-mail it to them... We went through every single un-opened pack and made our list, wrote a letter and not only we emailed it... we also faxed it to customer services and to another number, which is supposed to be the one for the company owner (yeah right!).
We did mention in our letter that unless the matter was resolved, we sould be in contact with Trading Standards... the very next day Rock Solid phoned us and promised the order would be delivered to us the following week, so we were feeling a bit smug cause stupidly we thought that had done the trick!
Since the week commencing on the 17th March we have been calling customers services at least twice a week wanting to confirm the delivery, but every time we are told something different by a different rep (Emma 1, Emma 2, Jason, Esther and other 3 I cannot remeber their names) and a different date for delivery is given every time.
These reps are rude and have no idea if the items are in stock, or if they have been packed, or if the courier has collected them... I asked to speak to the customer services manager (Kelly Jones) but 'she doesn't come in till 11am' and I couldn't get a direct number to contact her and was told I wouldn't be able to speak to her anyway 'because she doesn't deal with customers directly'. So what on earth does she do? Does she even exist?
On one particular occassion I was on the phone for 50 minutes, out of which I only spoke to the rep for only 10 minutes!!! The rest of the time I was put on hold and made to listen to Leona Lewis, Girls Aloud and that Winehouse woman 3 times!!!
Another time my husband made the call to find out if once and for all they would be sending the missing items... the rep forgot to press the hold button and he heard the rep talking to the person in charge of sending the deliveries on their way (Sarah, who had the cheek of calling my husband a liar) and when the rep was told by my husband that he'd heard every single word, she profusely apologised and promised she would solve our problem. Later the rep phoned him back to apologise on behalf of Sarah (the woman hasn't got the guts to own up!) and guaranteed that delivery would take place the following day.
Another call to Rock Solid the following day to check what time the delivery was goint to take place... 'sorry madam, your husband misunderstood what he was told. What my colleague meant was that the courier would pick up your order today and hopefully would be delivered to you by wednesday at the latest, but I'm not cetrtain. I cannot promise you a definite date' What????
We are frustrated, tired, fed up, angry...
They have our money already, they are effectively stealing from us, they do not care about us or any other troubled customers.
Are we asking for the impossible?
I guess Mr Miller has appeared on Watchdog already... maybe is time for a re-visit, dont you all think the same? If you do, visit the BBC's website and make a difference!!! No point on venting and not doing anything to expose these crooks again!!!