Very disappointed with this company.
Very disappointed with this company. Initially customer service was good, they were very thorough in making sure everything was ready for the delivery and erection of a playhouse. It seems they will invalidate their warranty for the slightest thing. I was told if the ground I’d not completely level they may refuse to build the hut or if they do then I would have to sign a waiver to nil the 10 year warranty. I also asked if I could put a cat flap in the door but this would also invalidate the warranty. By this time the order had gone through so I stuck with it. Delivery was okay but they let me down on the day they were to erect it. I was sent a text saying I was the first call and they would be with me between 0730 and 0930. That time passed another message. I’m still first but it will be 10. 45. Again no show, another message, this time 11.30. No show, another message between 12 and 1pm. In each message, I was supposedly the first customer and the driver was on his way. They turned up around 2pm. The driver told me they had to change the order of delivery but couldn’t be bothered to let me know or change their tracking app. I had called Jacks garden store about midday to confirm they were still attending, left a message and was told they would get back to me within 2 hours. It’s now 10pm and I’m still waiting for that call. They completely ruined my day as my plans had to be cancelled p. all it would have taken was a courtesy call to update me. When the shed was erected it was done satisfactorily but they didn’t take the rubbish with them. They asked if I had a bin to which I said yes the black one, only to find they had put it all in the recycling bin and I had to dig it all out. There was plastic and papar from the wrapping strewn around my garden that I had to clear up. I paid a lot of money to have the hut built. threally wouldn’t recommend this company to anybody and will actively advise any friends to avoid them.
Reply from Jack's Garden Store
Hi Beverley
Thanks for the feedback. Sorry this was so painful for you.
The delivery is carried out by our suppliers and I'm afraid if they don't bother to update us either we're none the wiser too. The installers shouldn't have ignored your instructions on disposing of the packaging and I totally understand how annoying that was for you.
The warranties are also provided by our suppliers. If the building is not erected on a flat surface it won't fit together properly; panels won't line up resulting in gaps which will let in water, subsequently rotting the product. This is why this invalidates the warranty.
Also modifying ANY purchased item - garden building or otherwise - is going to invalidate the warranty; we are not alone in that regard. I once wanted to extend the cable on a microwave oven to be told the same.
Regarding us not calling you back, well that's on us and I apologise for that. We're usually pretty hot on this so I'll investigate why you fell through the net.
In our defence, though, most of what you have written here is complaining about Mercier who supplied and installed your playhouse. You did buy it through us, though, and we should have been there for you when you needed help.
It's very frustrating taking time off to wait for a delivery and I'm afraid our industry still has a long way to go in understanding the customer's point of view in this regard. We are constantly urging our suppliers to do better. That said, these are very large items requiring specialist delivery and when delays happen they can be prolonged.
It matters to us that we let you down and we constantly strive to do better for our customers.
Bruce
Director, Jack's Garden Store
