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DELIVERING THE GOODS AT LONG LAST


STRUGGLE: John Royston had to wait months

Monday October 27,2008

By Maisha Frost

THE credit crunch could usher in a new era as shops and service firms realise that keeping the customer sweet really matters.

Manager John Royston is certainly a happier man now after some care and attention sorted out the problems he came up against when trying to kit out a new extension to the Koinonia care home he runs.

The extra seven bedrooms needed furniture and John, from Worthing, West Sussex, liked the look of what store chain Homebase had to offer in its Seattle line of wardrobes, drawers and bedside tables.

So, several weeks in advance of when the suites were required, well-organised John went online and placed a handsome £2,000 order. And that is where he was foiled by that notorious spanner in the works ? stock availability.

John thought his order was going through but in fact he had entered a dark zone, trying to co-ordinate a complete delivery of all the items with customer services but failing.

With little to show for his £2,000 except one wardrobe and time running out, he decided on plan B.

?I asked at least to be sent what they did have. I was over a barrel as it was too late to go elsewhere,? he said.

But even his plan B fell short as he was told no part-deliveries were possible, though after some frantic persuasion, Homebase relented.

However, even three months later he had heard nothing of the remainder so he got in touch with Crusader.

Now full delivery has been achieved, John has dealt with the flat packs and his residents have their new rooms properly kitted out.

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?We have apologised for the delay in delivering the balance,? said a spokeswoman for Homebase, which has also sent John a £100 goodwill gesture.

?I am relieved this has been sorted out,? he declared, ?but it?s going to take a bit longer before the memory of the struggle fades.?


Do you have a consumer problem or tale of service that deserves applause? The Crusader is here to help.

We can?t promise a reply but please write in with your full name and daytime phone number to: The Crusader, Daily Express, 10 Lower Thames Street, London EC3R 6EN or e-mail us crusader@express.co.uk.

Don?t send original documents you may need later.


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