"I ordered a bed and large mirror on the 8th of October and am still waiting for any kind of confirmation that they are ever going to deliver it.
We were told initially that it was our fault as the ID photo was missing from our finance application, which had delayed them dispatching the items ( no one got in contact to tell me this it was only when I enquired as to where my order was that I was told this. You’d think if something was missing off a £1300 order the first thing you would do as a company would be tell your customer so you could get there order off them!) as far as I’m concerned this was a delaying tactic as we changed nothing on our application and it magically was fine on the day after I enquired, this excuse was almost 2 weeks ago now and I’m still yet to hear anything regarding delivery.
The last I heard from this company was last Monday the 28th of October where I was promised that someone would call me by the end of the week to book in delivery with me and that because I had been waiting a while for delivery my order would be ‘fast tracked’ through. I have since sent multiple emails and calls however I cannot get through to anybody.
Goodness knows whether I will ever receive the items. I feel truly let down as a customer by them and am so frustrated that they feel it is ok to waste peoples time after these people are investing money and trust in them.
It seems they are very good at replying to there negative comments on here, perhaps that is why they cannot answer emails they are too busy doing damage limitation.
I just hope my review helps future customers of Perch and Parrow and makes them aware that this company’s products look great but everything else is shambolic."
"Very nearly gave up all hope of ever returning my unwanted product and getting a refund from Perch & Parrow. However, just now, after 4 weeks of grappling with their AWFUL courier company XDP, along with P&P's unmanned telephone line and patchy email-responses - I finally got through to a human-being. Please note this was only after continually calling and waiting on the telephone line for several days. (I dread to think what my phone bill will look like). On the positive side: P&P have promised to issue a refund - so I am at last satisfied. I can confidently say that they are NOT a scam operation. Just very disorganised I think."
"Unfortunately delivery did not come as indicated
The items were smashed
The phone lines are not manned
E mails are not answered
All in all it seems this company is clearly in trouble and not able to provide the service that should be expected
I will be contacting my credit card company but am not sure this falls in their remit
I blame myself for not reading the reviews and not doing my homework thoroughly.
A lesson to be learnt here, on further investigation it appears that this company has some serious issues which may not be resolved.
Why are companies allowed to trade if they provide such poor customer service
So quick to take your money and although I will pursue a refund I am sure this will not be forthcoming.
So upsetting that people can treat customers like this"
"Ordered a chair over 5 weeks ago and paid £622 straight away. Delivery date has passed and despite trying to contact this company I have had no luck!
They never answer the phone or emails. Have asked for a refund but no reply about this either.
Do not use this company are disgraceful"
"Actually the only way i could write a review was by adding a star- please ignore this. This company deserves no stars. I have been awaiting 1 said large cushion for two weeks. I have tried calling chasing my order- don't bother they do not answer their phones!
I ended up on their live chat, several times again a waste of time.
I have asked customer services to refund me the money i paid........ I should imagine it will be a long wait. I also understand from reading the below that the quality is poor. I really wish I had come onto this site first, as I was taken in by the great website."
"I will never use this organisation again.
Firstly, I ordered a piece of furniture. The arrival date was missed and no one contacted me from the customer service department. When I eventually emailed them they said that they had lost my mobile number. Why did they not simply email me as they had my email address?
There were clearly difficulties with the furniture I had ordered. Then I was told that the furniture would be delivered. An item of furniture was delivered by a completely different organisation. The furniture was the same model as that which I had purchased but was clearly not the same colour. I investigated the company that delivered the item and this was a different company entirely to whom I was dealing with. I contacted customer service at PNP and complained that the item wasn't the colour i expected and looked nothing liked the photos. i was told that it was the light that was making the furniture look darker than the charcoal grey that I had purchased. i had to send them a photo of what i had?
I then investigated the company that delivered the furniture and found that they sold the furniture they delivered to me which was “matt black” not charcoal.
In my view PNP clearly knew what they were doing. They were purchasing an item of furniture that was the same model as that which I had purchased but a different colour. I demanded to speak with the Managing Director because as far as I was concerned I had been lied to by PNP who must have known what they were doing but, incredibly, I was not given the Managing Directors name despite repeated request and the customer service dept appear intent on not letting things go higher and are actually quite patronising and without shame. They clearly did not want me to bring this to the attention of the Managing Director.
To make matters worse, the item that was delivered was actually £62 cheaper than what I had spent so, in effect, PNP had simply gone to another organisation and bought the wrong colour item and kept the difference themselves.
I wasted a whole afternoon dealing with PNP and I simply will never trust them ever again.
I read the reviews and am shocked to know that I am by far the only person that has experienced diabolical customer service. As far as I’m concerned I had been lied to and I am disgusted at this company.
I would never order from them again."
"ZERO STARS Terrible service, 6 weeks on we still haven't received our paid in full items. I have spent long long amounts of time on the phone on hold, customer service shocking. Won't be using them again!"
"if I could give negative 100 reviews I would.
When I received the items (faux yellow flowers in vase) they were wet inside and the flowers were all off. I put the flowers back on but they keep falling off. So I give a negative star for quality.
Additionally, this company charged me 4x for the same order. Thank goodness I go over my accounts every month and found out what they had done. When I immediately notified them of this instead of an apology they claimed it was "a system error" and did not offer an apology. A system error is an easy excuse once you are caught red handed taking someone's money. Never have I experienced such a sneaky company and I highly recommend you stay away."
"3 stars, since it looks like I will actually receive the items I paid for, though it's been a drawn out ordeal. Their website looks so nice, and the range is great. But that's where the good experience stops. After checking out, there was minimal communication. I got my invoice and an email saying there were stock issues, with further info to come. None did. However, of the 2 identical cushions I ordered, one magically turned up a few days later - but with no identifying packaging or enclosed documentation. 0 communication on where the second cushion was, so I contacted customer service. I got a reply saying they would speak to the warehouse and ship it. Then heard nothing for another week until I followed up again. Now I have a tracking link, and it looks like I will receive the rest of my order! So the fact that in the end I'm getting what I ordered means 3 stars - but it's been a pain along the way. Honestly, only shopped here because everywhere else had run out of stock of this specific cushion and I HAD to have it..."
"Literally no stars. I bought and paid for an expensive bed in July and organised for it to be delivered this week (December) in time for visiting guests. It didn’t arrive. I called the delivery company who initially claimed it had been delivered. Six calls later, while the6 appa4entl6 investigates, 8 was advised to call Perch and Parrow who failed t9 respect s to emails, online chats or calls. A day and a half later I finally reached someone in customer service who failed to apologise and admitted the item was out of stock and couldn’t be reordered. The person in question (Michelle) pretended she couldn’t hear me despite the line being as clear as a bell and threatened to hang up. The only thing as reompense - a refund of the money I paid 6 months ago that will take 5-10 days to arrive in my account. as Presumably my bed had been sold to someone else! It’s two and a half weeks before Xmas. We have guests arriving from Oz, expecting g a bed, next week. Perch and Parrow are absolutely incompetent and clueless. Do NOT buy from them. You have been warned..."
"This was the worst customer service experience I have ever had. I ordered a Victorian mirror online. It was delivered a few days later with broken glass. I immediately requested a replacement. Some days later I arrived home from work to find two additional mirrors delivered to my apartment and the broken one also left there. I called the delivery guy and asked him to take the two additional mirrors away but he said he couldnt on the grounds of "no authority". Despite a series of emails and calls (all of which have gone unanswered), the three mirrors (at lesat one of which is broken) still remain in my 60 square metre apartment - the first delivery was made on November 22 and it is now December 4... The service is so poor and the fact that all attemps to make contact have gone unanswered is beyond belief. I would advise anyone to stay well clear of this shop."
"Take mine and other reviewers advice on here and AVOID THIS COMPANY LIKE THE PLAGUE. I wish I had checked out these reviews before spending £307 with them on a lamp, accessories and cushions way back on the 8th Oct.
5 weeks later I still haven't received my goods and cannot get through to customer services on the phone. I had ONE response to my numerous chasing emails to their crappy, seemingly unmanned, automated email 'service'.
I am still waiting for my goods, despite being told that DPD 'lost ' my order and a new one would be sent out ASAP. This is laughable as DPD have a very stringent tracking system, unlike these jokers. I have just submitted a Visa dispute form with my bank to start the process of retrieving my money.
Absolute shambles, please save yourselves this headache and daylight robbery from this 'company' and go and shop elsewhere. Perch and Parrow should be ashamed of themselves."
"Awful quality sofas
Awful quality sofas - not what you expect for the price - Cheap poor stitching, cheap filled cushions, poor quality velvet, very uncomfortable, block on face book when try to contact, never there on hours advertised - voicemail often, poor customer service, chasing all the time, never deliver on time as say, had my money in November and in March still having problems, asked for full refund now having problems getting collected, chasing them all the time, never received what I ordered both sofas have been damaged. I would upload pictures if I could on here !!! over priced for cheap tat! check your sofa quality if you have purchased from these!!!! a Bunch of Monkeys could run a better establishment in fact a single Monkey let alone a bunch!!! AVOID AT ALL COSTS £2000 STILL WAITING ON MY REFUND now reported to alternative dispute resolutions (Ombudsman for fair trading)"
"Awful service. Not sure where to start.
The estimated delivery time came and went.
After 7 weeks I thought I’d give them a nudge (4-5 weeks was what was promised. Indeed, it was highlighted as a selling point.) and by this point I had got rid of my couch - spoiler alert: this was a mistake.
Was then told I would receive an update after chasing them up on the phone. No update came. Eventually, when I chased, an answer came: that they were struggling to make contact with the warehouse. Were this some kind of inter-dimensional seance, I would understand. But come guys, it’s a warehouse, your warehouse.l!
So when eventually they managed, to ,heroically, make contact, word got back to me there had been an issue. Christmas, it meant they were late. Because the warehouse is, like, closed for a week.
Again, I have limited sympathy, given that Christmas is less of a surprise proposition. For even the most basic business, struggling with the finer points of supplier chain nuance has a calendar. (Note to team- get a calendar. Maybe get someone in for a bit, to help you operate it. Feel like the first few weeks might but rough on you, stick with it though)
Anyhow... I was promised an update soon. Luckily I’m a quick learner so had managed to decode that “an update soon” actually meant the call would end, the person at the end of the phone would immediately forget the discussion and would never utter a word of it to anyone ever again. so I had recalibrated my expectation. It’s the hope that kills you.
Skip forward another week or so and I received another call. The lady was very apologetic, Christ knows she must have adopted that as a default mode working at this circus. Turns out - now you better sit down for this bit - but smallest there is nothere had been a bit of a mix up at the factory. (Now I’m not sure if it’s just me, but hearing this really did prompt visions of chucklebrother esque hijinx) sadly, this wasn’t surprising.
The lady had lots of apologetic words. And said it must be very frustrating. Words. No talk of how they were going to make it up to me. Luckily she ended with some more words: s was going to call back tomorrow with a new delivery date. Yippee!
That was a week ago. Imagine my surprise at hearing nothing !
Avoid this place.
You quite literally cannot believe a word they say. And even a very fair assessment of the events I have painted screams incompetent. I feel like they may have just bought a nice website and some photographs of furniture and can’t be arsed to actually run the the business.
No doubt they are hard at work producing this sofa. Maybe I’ll even get to see the sofa - the one I paid for in November. But Let’s hope no one gets their clown shoes caught in the machines making it."
"I bought a mirror from this company which was faulty. Two further mirrors were sent which were also faulty. I really liked the product and asked for another to be sent despite all the aggravation caused. They refused to send me a further mirror. I have subsequently ordered the same mirror from a different company, which was also cheaper,which has now arrived in perfect condition. I would not recommend buying from this company. Customer service is appalling"
"Vey disappointed with their delivery service which is awful. I ordered quite a large mirror which came on time in 3 days however it arrived late in the day by 3 hours. I did not receive any notice or update to warn me of any delays, the van turned up at 10pm and without checking which hour to deliver the parcel it went round knocking on every door on my street which was highly embarrassing and unprofessional. When the delivery man eventually did arrive to my doorstep he did not apologies for returning up 3 hours late; nor did he give a reason instead he was rude and abusive at my doorstep which I was horrified with. He refused to give his name and was shouting across my road once he just handed the massive mirror to me.
I am very saddened by this experience which I have experienced by ordering from this company to know the delivery service Is this poor and to be honest quite frightening. Which is a shame as I have decided to keep the mirror as I do not want to go through that torture again by returning it, I did want to order 2 cushions from there website but to honest I am actually frightened to do so.
I am a heavily pregnant women with a 2 year old son who I had to keep awake past his bedtime just so I could accept the package and was not notified of any delay and on top when the product did finally come it came with a rude and abusive service which has scarred me in my condition.
I raised this to the company themselves not a single person replied back to my email to apologise or offer anything as a good will of gesture which is even more shocking as I thought they were more professional, guess I was wrong."
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