Passionateaboutservice

Jul 29, 2025

Disappointed

We saw their 10% ‘sitewide’ offer and based on a previous visit to their outlet store in Cambridge, braved the Black Cat roundabout closure and took a drive out there. The store was empty of customers when we arrived and no-one acknowledged us. Throughout about half an hour there we didn’t get any contact from staff. As we were leaving we spotted something and went to the counter where on asking for the 10% discount were told it was only on selected items but the lady still proceeded to take details and sell the item to us. We were quite bemused by her approach of firstly telling us their delivery charges, then not giving the discount but continuing anyway with the sale. She did help take one chair to our car, which I guess is a level of service. We dropped a note to Customer Service asking about the discount but were told as we shopped at their outlet store, the discount didn’t apply (so sitewide meant the website and stores EXCEPT the outlet one) and that the sales team were busy with other customers when we arrived. Presumably the invisible ones! Last year staff couldn’t have been more helpful, with offers of drinks, dismantling furniture to be able to take it away and getting the extra discount even on clearance items. We actually spent almost £3,000 elsewhere that day on garden furniture from another Cambridge store after leaving feeling very disappointed. The different service levels were so different. The loss is theirs as we used to recommend them to friends and family.