A big part of my job is picking up the pieces of very poor customer service when all other avenues have been exhausted.
Recently, Ms W of Consett got in touch as her vulnerable, elderly mother had been seeking for a refund worth hundreds of pounds from DFS since November last year.
After being reassured the money would be in her account, she still heard nothing for a few months. Her complaints were being greeted with radio silence. That is when I stepped in, within a matter of days the refund was processed with a £100 goodwill payment to apologise.
Reported – Sorted.
I want to see better customer service, and consistently push for better systems in place whenever I see these kinds of cases crop up. However, in the meantime, all I can do is help.
If you or a loved one is experiencing something similar, please get in touch at www.richardholden.org.uk/contact and I will do all I can to help you!