Keith W
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I have been helping an elderly & disabled friend to buy a new armchair.
He knew exactly what he wanted, from the color of the armchair right down to the color of the feet.
He had saved for ages and ages to get his new armchair and finally had all his finances in order.
So yesterday afternoon we sit in front of my computer and set about ordering his armchair from DFS online, all was going well until the end when they stuck on another £59 to get the armchair delivered.
My friend was upset by this, he simply did not have an extra £60 to pay for delivery, so we had to cancel the order process.
To say he was devastated by this was an understatement, he thought he was finally going to get his new armchair but it had been taken away from him.
This whole episode upset me as well so I took it upon myself to email the CEO of DFS on his behalf explaining the situation.
I sent the email at 16:45 yesterday afternoon, this morning at 11:20 I had a phone call from the CEO himself!
He said that he was sorry at my friends upset that they couldn't buy the armchair because the delivery charge took the cost beyond what there finances could stretch to and he said he understood how hard it must of been for him to save up to buy the armchair in the first place and so as a gesture of goodwill from DFS he would like to waive all delivery fees and also said my friends could have all the extra services they offer free of charge as well and that my friend will not have to pay a penny more than he was expecting to.
Well I was gobsmacked to say the least and my friend is now over the moon.
Well done DFS and a big thank you!
He knew exactly what he wanted, from the color of the armchair right down to the color of the feet.
He had saved for ages and ages to get his new armchair and finally had all his finances in order.
So yesterday afternoon we sit in front of my computer and set about ordering his armchair from DFS online, all was going well until the end when they stuck on another £59 to get the armchair delivered.
My friend was upset by this, he simply did not have an extra £60 to pay for delivery, so we had to cancel the order process.
To say he was devastated by this was an understatement, he thought he was finally going to get his new armchair but it had been taken away from him.
This whole episode upset me as well so I took it upon myself to email the CEO of DFS on his behalf explaining the situation.
I sent the email at 16:45 yesterday afternoon, this morning at 11:20 I had a phone call from the CEO himself!
He said that he was sorry at my friends upset that they couldn't buy the armchair because the delivery charge took the cost beyond what there finances could stretch to and he said he understood how hard it must of been for him to save up to buy the armchair in the first place and so as a gesture of goodwill from DFS he would like to waive all delivery fees and also said my friends could have all the extra services they offer free of charge as well and that my friend will not have to pay a penny more than he was expecting to.
Well I was gobsmacked to say the least and my friend is now over the moon.
Well done DFS and a big thank you!
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