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|First Choice Holidays||We booked 2 weeks in Mexico for 10th January 2012, staying at the El Dorado Royale. This was advertised in the brochure as 5 star luxurious accommadation with ultimate gourmet a la carte dining and personalised conceirge service, where nothing was too much trouble to make your stay the best possible holiday you could have.
What a load of rubbish this was.
on arrival we were expected to stay in a damp and mould infested room with damp on the walls. Everything in the room was damp. The service was terrible and whatever you asked for was just ignored. The food was poor, it was just cold and you could not change what was on the menu because it would still be delivered as it was on the menu. Every time you wanted something you had to spend 2 hours trying to get food.
I asked the holiday advisor about a room change and were offered a very old damp room that smelt of urine as well as damp. The First Choice advisor was also very homophobic and despite trying to resolve the problems in resort, we could not as she just didnt want to do anything to help us because we were a gay couple and this she made very clear in what she said to us.
Three months of trying to resolve this with First choice now back home and they refuse to acknowledge the advisor was homophobic and think that their offer of £200 in cash or £300 in a voucher is acceptable. Trading standards have been trying to resolve this with them but their legal team are just not responding to them. The information we requested and sent the fee to get, they claim they never recieved despite having proof that it was delivered but again they refuse to admit they have had it. First choice are a total disgrace and we will never be using them again after this. Our special holiday was ruined by them and they do not even care. This company just treaats you very poor and lies to you all the time to get out of paying compensation for their failings. I asked them where does it say in their brochure that their hotels may have mould and damp in the rooms and there food be cold and poor. They answered with why would we say that in the brochure, that would stop us getting any bookings. Why do they get away with treating the customers this way?
|DFS||I brought a corner group from dfs, there are 5 sections and we only have ever used 2 sections as there is only 2 of us in the house. The sofa is coming up to 19 months old and one of the sections we dont use, whilst cleaning it, i noticed that the arm top was not as firm as the other arm on the part we use. dfs came out and when looked, the wood board on top on the arm frame was split. very strange as this has had no use at all and is clearly unused as the cushions on the 2 seats we use have sunk in and the other 3 seats are still as when delivered. They proposed to glue some cardboard over the split and then glue a split of wood across the cardboard. They say this is an acceptable fix. When i said i dont think so, this must of clearly of been a fault when it was made as we have never used the seat, i was told it could of been but i need to prove it and this was the repair method. My problem is it feels like they are just bodging the arm up and it is not what i paid for as the arm was made with wood and not cardboard. The manager rang and refused to do anything other than this cardboard repair, spoke to customer services at head office who was just rude and told me thats all that would be done and tough if i dont like it. How can they get away with such poor repairs and service. what else can i do about it
In follow up to the previous post above, I had a second visit from the local store manager who now wanted to totally remove the leather cover to repair the arm, would they ever it get it put back the same way. I have since found out from the manager of the stoke store, that the nice Italian leather sofa we brought ( well thats what the sales advisor Jamie Wetton )told us when we order the sofa is infact inported from China and nothing to do with Italy like we were told. How can DFS expect to get away with poor repairs and lying to customers just to get a sale.
Well i have enventually spoken with the area manager of DFS today, Adam Hankingson, Still have not resolved the issue, He claims its acceptable that we can not clean the leather with the leather kit they sold us and that we may of wiped the leather to hard to cause the black marks and the hard circle patterns that happened last time we used them. Never have i had this problem with previous leather sofas i have had and cleaned. On the subject of the faulty arm, they will still do a repair but wont guarentee the work. As they need to remove the entire leather from the sofa, mend the arm and then recover it with the leather. He has refused to cover the work with any guarentee, so if they do not refit the leather proberly, it will be on myself to get it fixed again. How can they get away with this and all he can say is take us to court if you are not happy as the judge will rule in our favour. He also said that you do not use the chair so the leather wont move on it.
The subject of the sales advisor that told us that the sofa was made in italy when actually it was made in china, he basically said that this did not happen and i was lying. Well as i was there and asked this question when i placed the order, i know what was said and as he was not there, how can he say what was said without asking the sales advisor. I said i would go myself and speak with him. When i got to the shop, Adam had rang ahead of me going and told the manager to ring the police if i raised my voice as they did not want a scene in the shop. What does that tell you about them. Jamie Wetton could not recall what he had said despite remembering that we had made a template to get the correct measurements. He sat their quite smuggly and refused to answer the question about why he told me it was made in italy when it was made in china. If you do go to DFS in stoke avoid this sales advisor as he will say anything to get a sale. we would not of paid £3000 for a chines peice of poor quality furniture and would of choosen something else had he of told the truth. I guess the problems will carry on as this is still not resolved. Their customer service is very poor as well as they promise to ring you back and then dont. They seem only too happy to take your money but are not so good when problems arise and how they are sorted out.