1/5 Ben H. 2 years ago on Google
It’s
a
real
shame
that
I
feel
the
need
to
write
this
review,
as
my
initial
experience
with
the
Hedge
End
Store
was
a
positive
experience.
The
representative
wasn’t
pushy
in
any
way
and
I
walked
out
the
store
a
few
minutes
later
happy
with
my
purchase.
During
the
sale,
I
overheard
another
customer
be
told
that
they
had
7
days
to
change
their
mind
with
their
order
should
they
wish,
I
was
not
specifically
told
this
myself.
On
the
sixth
day
after
my
order,
I
found
a
sofa
from
another
furniture
seller
I
preferred
to
the
one
I
had
ordered
from
SCS.
I
called
the
SCS
customer
helpline
and
asked
whether
the
7
day
cool-down
included
a
full
cancellation
/
refund
and
was
informed
it
did.
I
was
told
I
could
either
have
the
customer
service
team
send
an
email
to
the
store
for
me,
or
go
to
the
store
myself.
I
decided
to
visit
the
store
myself
as
I
thought
that
maybe
the
refund
would
be
processed
quicker.
I
returned
to
the
store
and
asked
a
representative
about
the
refund
process.
She
looked
at
me
with
what
can
only
be
described
as
contempt,
and
directed
me
to
the
representative
who
I
originally
ordered
the
sofa
from.
Expecting
a
quick
resolution
to
the
issue
as
the
customer
service
team
described,
I
instead
found
myself
dealing
with
a
once
nice
now
very
rude
person
who
flat
out
told
me
that
the
customer
service
team
wouldn’t
have
offered
me
a
refund
as
their
policy
was
in
“black
and
white”.
After
showing
him
my
phone
with
the
customer
service
number
logged
in
my
recent
calls,
he
backpedaled
slightly
and
said
he
would
have
to
contact
the
store
manager,
despite
himself
being
a
sales
manager.
He
said
he
would
ask
the
store
manager
tonight
and
I’d
hear
back
the
day
after,
conveniently
taking
us
to
day
7
of
my
order.
I
told
the
representative
not
to
worry
about
the
refund,
I
think
at
this
point
I
would
have
paid
the
full
price
of
the
sofa
not
to
interact
with
this
person
ever
again.
I
called
the
customer
service
team
again
once
I
was
home
and
within
5
minutes
of
calling
they
had
begun
my
refund
process,
no
questions
asked.
I
admit
I
had
to
chase
after
a
week
to
actually
receive
the
payment
back,
but
I
cannot
fault
the
team
on
the
phone,
they
were
all
very
pleasant
and
helpful.
I
can
however
fault
the
sales
manager
and
the
management
of
SCS.
There
was
no
need
for
the
sales
manager
to
be
so
rude
and
to
treat
me
like
a
child
who
got
caught
with
their
hand
in
the
cookie
jar.
If
I
had
phoned
the
customer
service
line
and
they
had
told
me
I
couldn’t
have
cancelled
the
order,
I
would
have
honoured
the
original
contract.
Maybe
there
should
be
a
better
line
of
communication
between
the
head
office
and
the
stores.
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