Name: Room to Grow
Address: Top Barn, Rectory Road, Steppingley, Bedford
Rating: 4.25

“Good customer service poor delivery”

Posted 9 years ago

Thank you for your comments. We are very sorry for the inconvenience you have experienced and we do acknowledge on this occasion there were some issues with the delivery of part of your order that we have taken up with the manufacturer. Best Wishes, RTG.

Posted 4 years ago

“I was most disappointed that RTG accepted my order (with payment in full), gave me an approximate delivery date and then later informed me that the item was no longer available. This item was required to replace an existing identical item, and other vendors who had previously sold the item were listing it as "No Longer Available", and had done do for some considerable time. One would have thought that RTG would have checked the availability prior to accepting my order. To their credit, I was offered a full refund, which was promptly dealt with.”

Helpful Report

Posted 8 years ago

Thank you for your comments. We work very closely with the manufacturer and they provide real time stock updates when products are either out of stock of discontinued, but on this occasion they failed to update us. We are ever so sorry that the desk has been discontinued and we were not aware. I am pleased to hear that you were issued a full refund promptly. Kind Regards, RTG.

Posted 4 years ago

“We were looking for a bed for my daughter's room as a birthday room-make-over present. This particular bed we liked (the mid-sleeper) was available on many websites, and some were a little cheaper than with Room-to-grow. However, Room-to-grow offer a 3-5 day delivery, so we went with them. After 5 days, I have still not heard anything and called their helpline and they said that the bed will be with us in 2 more working days at the very latest. 2 days later I called again, and then they said that it will now be with us in 2 more days at the very latest. The bed arrived with us after 8 working days (3 more than their max stated). This was really disappointing as it meant that we did not have my daughter's room ready for her birthday. And the only reason we used this website, instead of the ones known to us, only because their delivery seemed to be quicker. I should note that it was very easy though to get through to their Customer Service line, where the lady was helpful and effective, but unfortunately was not able to speed up the delivery.”

Helpful Report

Posted 8 years ago

Thank you for taking the time to comment. Delivery delays are unfortunately out of our control and we are sorry that your delivery arrived later than estimated. We can only estimate delivery times but it is unusual for this to be extended so thank you for your patience. We value your comments about our Customer Service Team. Kind Regards, RTG.

Posted 4 years ago

“ordered the item. Paid for the item. Waited several days but did not receive the item. I had to contact them only to be tol that the item was not made anymore. Waste of time.”

Helpful Report

Posted 9 years ago

Thank you for your comments. This was a very unusual situation and we are ever so sorry that we could not fulfil your order. As we explained at the time, the manufacturer did not make us aware that this item had been discontinued, but as soon as were told this item was removed from our website. Apologies for any inconvenience caused. Best Wishes, RTG.

Posted 4 years ago

“Although the bed arrived in good condition it arrived later than advertised and I felt that the communication in this case was poor. After contacting them myself and discovering they had the wrong phone number for me (which was amended during that call) it took another 3 or 4 days and another email from me until someone eventually called and delivery took place 2 days later. Great products but felt let down by the poor communication.”

Helpful Report

Posted 9 years ago

Thank you for your comments. We are sorry that you felt let down by the delivery of your furniture and we acknowledge that on this occasion this took longer than estimated. We are delighted to hear your comments about the bed. Best Wishes, RTG.

Posted 4 years ago

“Room to grow was good, but delivery was poor. Waited all day for delivery, did not come so phoned RTG. Got in contact and said defiantly coming. Wanted another 2 hours and still not arrive. Next day said due to break down but not really believe as not say that when phoned up previous day. Also no phone call before delivery or when not coming! Don't know why delivery can't give time slot and not just whole day, must have delivery order. However RTG helpful and contacted company for us.”

Helpful Report

Posted 9 years ago

Thank you for your comments. We are very sorry for the inconvenience you have experienced. Unfortunately, as we use Stompa's delivery service, the delivery issues you have experienced were out of our control. We do hope you enjoy your new Stompa Uno 4 Cabin Bed and Small Clip on Shelf. Best Wishes, RTG.

Posted 4 years ago

“The only thing which has let this experience down is that the product arrived minus 2 drawer fronts - we were informed these would be delivered by the end of June but we still haven't received them.”

Helpful Report

Posted 8 years ago

Thank you for your comments. We are sorry for the delay you are experiencing but we understand there has been a delay by the manufacturers in France. Unfortunately, on this occasion the delay and product issue is out of our control but we are treating this as matter or urgency. A member of our customer services team is actively chasing this and will contact your directly about this. Best Wishes, RTG.

Posted 4 years ago

“Where to start... * Boxes had 2 person lifting signs all over them. They were delivered by one struggling guy. In the snow. Boxes had obviously been dragged about and damaged. Fortunately there was enough packaging to protect the products. * The ivory mid-sleeper bed came in 2 boxes. One was ivory, the other grey. Waaay to much hassle to get it changed so I just built it with both colours. Looks okay. * A drawer on the wardrobe needed modification as the base was too thick to go into the drawer front. * Confusing phone call from a sub-supplier(?) of the Stompa furniture - I got the impression from them that they were going to deliver the furniture assembled, but it came flat packed. Coming from another company meant that there were 2 deliveries on different days which I had to be home for which is a pain.”

Helpful Report

Posted 7 years ago

Thank you for your feedback regarding the service you received in connection with your recent order. We are very sorry to hear that you were disappointed with the service you received and we will be looking into how the picking error at the warehouse occurred. Had we been notified at the time then we would have sent you the correct Ivory parts for you to assemble your bed. It is unusual to hear about the issue with your wardrobe but we would be happy to look into this for you should you care to share the necessary information with our support team at support@roomtogrow.co.uk. We will also pass on your comments to Stompa's delivery team as you did not ask for home assembly on your order. Best Wishes, RTG.

Posted 4 years ago

“Website and initial customer service was fine, but stated product would be available w/c 24th Oct, and still not received it now on 11th Nov. No communication to inform and apologise for the delay from Room To Grow. When I have contacted them to chase up the order, the person I spoke to was pleasant, and said she would chase up with Stompa and get back to me, and I got no call to say they had done this. Tried Stompa direct who said they had passed my order to a delivery company, but could see no delivery date yet on the system, but promised to 'investigate'. Finally after another 2 days, got call from the delivery co to say delivery Mon 14th - hopefully it will come then. I am disappointed by the delay, but understand these things happen, so I am more disappointed by the lack of communication, leaving me wondering and chasing for my son's eagerly awaited birthday present.”

Helpful Report

Posted 8 years ago

Thank you for your comments. Stock delays are unfortunately out of our control and as detailed on our website and order confirmation, stock was estimated to be available w/c 24.10, so between 24-28.10. Delivery was estimated to be 10-15 working days once stock was available. Stompa have their own delivery team and booked in your delivery at the first possible date within the estimated delivery timescale. We do take on board your comments and will pass these on to Stompa. We hope that you and your son are enjoying your new furniture. Best Wishes, RTG.

Posted 4 years ago

“This feedback is actually for your delivery company. The service I've had from Room to Grow has been excellent, but you are completely let down by the delivery company you use. I was contacted on 24/04 to arrange a delivery slot, and was offered 26/04. This was not suitable, as my husband and I work full time and couldn't arrange time off at such short notice. I was told that they don't do evening or weekend delivery. I suggested w/c 28/05, as my husband is a teacher and would be off work all this week. I emailed the week before as I hadn't heard anything, and was assured I would be contacted to arrange a time and date. I called today (29/05) as I still hadn't heard, only to be told that there are no slots available this week. I cannot understand how there are no slots available, when I requested delivery this week over a month ago, and followed up with an email last week. I will have to take a day's holiday next week, as the only day they have available in the near future is Thursday 7th June. This is extremely annoying when my husband is off all this week and could have taken delivery any day. When you are spending upwards of £500 on a product, there should be some flexibility on the part of the supplier regarding when it is delivered. I have no issue with Room to Grow, but I would be put off buying from this site again unless something is done about this extremely frustrating delivery situation.”

Helpful Report

Posted 7 years ago

Thank you for your response regarding our customer service team and delivery team. It's lovely to hear that our service here at Room to Grow was excellent but we are sorry that the delivery team haven't been very accommodating to your delivery requirements. We are always looking at new ways to improve our delivery services, so we really appreciate your feedback. Best Wishes RTG

Posted 4 years ago

“the lack of weekend delivery and the fact that the delivery man refused to take the heavy beds to the bedroom left a rather sour taste to what are a good product”

Helpful Report

Posted 10 years ago

Thank you for your comments. To enable us to despatch our products on an express delivery we use a third party doorstep carrier service. We are currently investigating additional delivery options including a 2 man room of choice service which we hope to add to our delivery options in the near future. We are pleased to hear that you are happy with your Solitaire Midsleeper, Bookcase and Chest and thank you again for your order.

Posted 4 years ago

“I'm disappointed that the product has not yet arrived. It was meant to be a birthday present.”

Helpful Report

Posted 10 years ago

We are sorry for the delay, the London Bus is on pre-order and we are still awaiting delivery from the manufacturer. These beds are due into the UK at the end of the month. As soon as they are available the delivery team will contact you.

Posted 4 years ago

“Had a large number of fittings missing, which would have been acceptable had I not had to constantly chase Room to Grow for a response/update and eventually contacted their supplier direct who was great. All was sorted eventually (though still one fitting short), I was offered a discount for my trouble, and the bed is great quality, but I wouldn't order from them again due to their poor customer service.”

Helpful Report

Posted 10 years ago

We?re sorry you had a negative experience with Room to Grow. We?ve been in business 18 years and we strive to create the best possible customer experience. We value your feedback and will pass this on to the team.

Posted 4 years ago

“Delivery was a bit of a shamble. It took longer than expected, and on the day we didn't give any more delivery info than PM. We were out for just a short while when the delivery came, and they didn't try and call me even if they had my number. In the end, when I spoke to someone, the redelivery was easier and at least we got a 4hr slot for when we needed to be in. However, most other delivery services will give you an hour slot, or at least give you a warning 30-60min before they arrive. We ordered a bed that said two people would take an hour to build. However, it took twice as long, as there were lost of places where there were no predrilled holes. Luckily, the beds look nice when they have have been built!”

Helpful Report

Posted 7 years ago

Thank you for taking the time to comment. To enable us to despatch our products quickly we use the services of a third party doorstep carrier company who confirm whether it will be an AM or PM delivery. It is such a shame that you were out during the afternoon when they were due to arrive. We are always looking at ways in which to improve our services and we hope to add to our delivery options in the near future. I am sorry to hear that you were mislead with the assembly time of the bunk bed and I am unsure where this information came from, but it shouldn't take more than a couple of hours. Finally, it is very unusual to hear that some of the parts did not have pre-drilled holes and had we been made aware then we would of course sent out replacement parts immediately. It is wonderful to hear that you are now enjoying your new bunk bed. Best Wishes, RTG.

Posted 4 years ago

“One of the legs had the holes cut on the wrong side. This meant that it couldn't be properly secured.”

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Posted 6 years ago

“Products were disappointing.”

Helpful Report

Posted 8 years ago

Thank you for your feedback and we are sorry to receive comments like this. A member of our customers services team has contacted you to discuss this. Best Wishes, RTG.

Posted 4 years ago

“I have not received the product yet. The delivery was meant to be on Friday and was left to wait all day. Nobody knew anything until 5 oclock when they told me the van had broken down. I was promised a call and a delivery MOnday after and that hasnt happened. I have no idea where my bed. I have waited for 4 weeks for this bed to be made and I have no idea how long it will take for this bed to be delivered. I have wasted two days just waiting around. I hope this is seen to immediately.”

Helpful Report

Posted 8 years ago

Thank you for your comments and for alerting us to this. Our customer services team has already made contact with you to update you on your delivery. We are very sorry for any inconvenience caused with the delay of your furniture and we will pass on your comments to the delivery team. Best Wishes, RTG.

Posted 4 years ago

“Idiotic arrangements for delivery Huge inconvenience which extended over several weeks And why on earth did I have to have 2 deliveries for one order??”

Helpful Report

Posted 10 years ago

Thank you for your comments. We are very sorry for the inconvenience you have experienced. Delays and delivery issues are occasionally due to circumstances out of our control but we will pass on your feedback to the manufacturer.

Posted 4 years ago

“The beds were not very easy to assemble and really needed two people to hold various bits up while other parts were slotted in otherwise it just broke a apart at the joints which is what happened twice. Not great quality beds in my opinion.”

Helpful Report

Posted 7 years ago

Thank you for your comments. We really appreciate hearing about your experience. Please be assured that the manufacturer has sold thousands of this particular model all across Europe, and has received excellent reviews. On average this bed takes 2/3 hours to build and assembled correctly meets all European/UK safety testing requirements. I understand that you have been liaising with the customer service team regarding this matter. Best Wishes, RTG

Posted 4 years ago

“Nothing arrived on time, I called to ask where the products were, I was pleased that they offered me a free duvet set as an apology, but even then some things didn't arrive when they said that they would.”

Helpful Report

Posted 8 years ago

Thank you for your feedback. We really don't like to hear of unhappy experiences and we are sorry for the inconvenience you and your family have experienced on this occasion. This is definitely not the kind of delivery service that we usually give to our customers so we are sorry for this. Thanks again, RTG.

Posted 4 years ago

Shipping & Delivery
Delivery Methods	Courier
Average Delivery Time	Within 5 Days
On-time Delivery	Greater than 75%
Accurate And Undamaged Orders	Greater than 85%
Customer Service
Communication Channels	Telephone, Email, Live Chat
Queries Resolved In	Under An Hour
Customer Service	4.1 out of 5

Room to Grow Reviews