Advantages Excellent Customer Services
Disadvantages 1 Damaged Item
|Frequency of visit|
|Value for money|
|Layout & presentation|
|Selection & range|
I recently bought an MFI bathroom suite (toilet, sink, bath and shower). After placing my order I received a text message thanking me for choosing MFI and informing me of the contact details if I had a problem.About a week before my delivery I received an information pack informing me of the delivery procedure, to my suprise the pack also included a yellow balloon. On reading the information further I discovered that the balloon needed to be blown up and placed outside my property on the day of delivery for the delivery driver to recognise my house (strange request as I live in a terrace house in a town centre - but I guess if you live off the beaten track it is very useful to spot the correct house)
The time had come for my bathroom to be delivered, the day before I visited their delivery website which told me my bathroom would be delivered anytime between 07:00 and 13:00 the following day. On the day of my delivery I hung the yellow balloon out and checked the website again and to my surprise it had narrowed down my delivery time to between 10:45 and 12:45, the website also informed me who the delivery drivers were, what time they set off from the depot and who had checked my bathroom (I was very impressed).At around 10:00, I received a phone call from the delivery driver of the van informing me that they will be at my house in approx 1 hour. The delivery drivers arrived at around 11:00 and unloaded my delivery; they were very both friendly, had a nice appearance and took my bathroom suite upstairs for me without complaints. About an hour later I received a courtesy call from MFI about my delivery and they asked me a few questions about my delivery and the driver's appearance.
Then came the awful task of checking my delivery, with MFI you only get 72 hours to check your delivery for missing or damaged items to get them replaced. Everything seems ok apart from the toilet seat was cracked (it looked like it had been dropped). I phoned MFI and only had to wait about 20 seconds then I was conntacted to a very friendly member of staff who apologised from the damaged item, she arranged for a replacement to be sent the following week.The day before my replacement delivery I went through the same process as above (ie checking their website), my replacement item was delivered in good time and was in perfect order. Later that day I received a courtesy telephone call from MFI asking if I had received my replacement item and was it ok.
I had been told some horror story's about MFI in the past telling me about half their delivery being damaged or missing, poor customer services and having to fight to get replacement items. I am so glad to be able to say this is not the case any more.Overall I am very happy with MFI, their customer service was excellent with friendly helpful staff. They use the technology we have to improve their services by sending text messages about my order direct to my mobile phone, enabling me to check my delivery time online and on the day of delivery a more accurate time which is constantly updated if the driver gets delayed anywhere, receiving phone calls from the delivery driver regarding my delivery time and phone calls from MFI customer services after my order has been delivered, to make sure everything is ok. I have never received customer service like this from any other company.
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