N Mcdermott

Paid for an expensive car wash and the wheels were still mostly dirty. Streaky patches and residue left on car itself too

Appalling customer service - we were missold.

After receiving a brochure in the post and also picking another one up in store we decided to opt for the special offer of a Coleman event shelter 10ftx10ft which came with 2 sun walls and 2 sun wall doors.
As we were in store we decided to buy them there and then. The store in Sunderland had the shelter in stock but not the additional walls and doors. A store assistant on the upper floor informed us we could order the whole package to be delivered from a till downstairs. After waiting for over 10 minutes in the queue, which we didn’t mind under the covid circumstances, we were seen by a sales assistant.
We showed the assistant, who also had a colleague with her at the till, the offer in the brochure. We explained that as the sides were not in the store that we would like to order the package to receive it as a complete set - we had already checked that they couldn’t give us the shelter that was in store and send us the sides separately. They agreed with us that it was a good deal.
The sales assistant took our details, ordered the shelter and also charged me for a discount card as we did not have one in date.
I was given the receipt and it didn’t specify the order that I had placed. I asked the assistant if she could check our order to ensure the entire package would be sent out.
She did so and returned saying that as the warehouse also didn’t have the sun walls and doors in stock that we would only get the shelter. This was not what we had asked for and not what was advertised. She informed us that the only item we would receive was the one they had in the store anyway.
At this disappointing news we asked for a refund, only to be told that we could not get one as ordering through the till becomes an online order. The only way to return the item would be to wait at home for a delivery (of an item we no longer wanted) then to return to the store (no regard for fuel costs or unnecessary exposure with the covid virus) to return the item and get a refund.
The sales assistant asked another member of the team to come to speak to us. After explaining we had been missold a package and been duped into ordering a delivery that was unnecessary she told us the order couldn’t be cancelled as the order was now with the warehouse. We asked her to chase up the order which she did via customer services who told her that despite it not being picked, packed or posted, they couldn’t cancel the order.
We have waited 5 days for the delivery which unsurprisingly is the order we didn’t want and still doesn’t come with the sides and we now need to drive to the store to return it.
In summary we were missold an item and were faced with unsatisfactory customer service. We are now out of pocket, not only on fuel costs but from buying a go outdoors discount card that we didn’t benefit from whatsoever.
A truly disappointing experience from a store we have previously rated highly.

Delivery men were quick and polite. Furniture is at a good standard.
Professional service throughout.

Only negative- wax recommended to put into the furniture stuck in the grain and looks white.