Fri Mar 15th 2013 10:35:00: Mac and Mac Interiors Poor Customer Service
On the 4th December 2012 we ordered an expensive new bed from Mac and Mac in Farnham. The sales assistant in the show room was very helpful and all was good. We were advised that delivery would take 8 to 10 weeks. Therefore we expected to receive the bed in the 1st couple of weeks of February. A long time, but hopefully worth it!
At the beginning of February we'd not heard anything so I gave their customer service number a call. There was no answer so I left a message asking for a call back. A couple of days later they'd not returned my call so I rang them again. No answer. Therefore I called again and pressed the option for the showroom (who answered very promptly) and asked to be put through to customer service. I was then able to talk to someone and they said the bed had not left Italy yet, but would be ready for delivery in w/c 25th Feb.
On the 18th Feb I called them again to confirm delivery for the following week. No answer. No return call. On the 20th I managed to speak to someone again by calling the showroom and asking to be put through. This time I was told the bed had been dispatched from Italy and would be ready for delivery w/c 3rd March. As we were on holiday that week I asked them to organise delivery for Friday 15th March. The customer service manager said that would be fine and he would add a note to our order.
15th March arrived and I took the day off work waiting for delivery. I decide to call them to check what time it will be arriving. Impressively they actually answered the phone this time (first for everything!). However I was then told that the bed had not arrived with them yet and had only been dispatched from Italy the week before (despite me being told it had been dispatched 3 weeks ago!). Therefore delivery is still a couple of weeks away!
Now I'm not a happy customer. Mac and Mac's customer service so far has been very poor - when you are buying expensive furniture the least you can expect is a prompt customer service who actually call you and don't have to be chased all the time. It's now been 14 weeks since we ordered when they told us to expect 8 to 10 weeks. At this rate the delivery time will be double what they told us
Update - April 2013 - The bed finally arrived after we emailed Shaun Madgwick who actually seemed to care. He told us that there were delays in the factory due to leather processing and then a large trade show that resulted in the factory having a backlog (i.e. everything we'd been told before was a lie). The bed then arrived the week he promised (only just - they ended up doing a Saturday delivery!).
Update - January 2014 - It seems Mac and Mac have now gone into liquidation. There is an announcement on their website about the options for getting money back that has been paid on outstanding orders. There are some companies coming out the woodwork who are trying to pick up extra business from Mac and Macs failure - at the moment the consensus seems to be proceed with caution as there is no explanation how companies have got the Mac and Mac customer email address list! See the comments below for the latest discussion and gossip. Please keep the postings sensible - anything inappropriate will be removed.