The Range Corporate Office Headquarters

Ordered 21st July , still not received my order , asked for a refund, told I have to wait until they have got my delivery back from the courier, I don’t consider this my problem, all I want is my money back ,

Dear Sirs,

I am writing to make a complaint about your The Range Enfield store.

I bought an item on Saturday 8th which was reduced to clear, however on opening the item, it appeared one of the Dressing table legs were defective and not fit for purpose, pictures attached. (has been damaged inside the product surface, the holes for the screws are faulty and defective and has clearly been used and repackaged)

I attended the same store yesterday and spoke to a manager whom informed me I could return the item and I should call other stores to see if they have the item was in stock, as all stock had been sold out in Enfield. I responded to the manager in question, that I would go to the car and think about what I wanted to do.

On returning back into the store shortly after, I was attended to by another manager by the name of "Karen" informing me that I was unable to return the item as it was "sold to clear". She reiterated she had spoken to the Head of the store who had refused to accept the item, contrary to what the receipt stated. (attached)

I was humiliated and very dissatisfied with the service, according to Consumer rights/statutory rights all Consumers are able to return items that are faulty, that is my statutory right, which was not adhered to.

The Head of the store did not even come out and speak to me herself, nor look at the item, instead she was liaising with me through "Karen" which again was extremely poor customer service, she was in a hurry to go home.
When paying for an item, I expect as a Consumer to be spoken to respectfully and dealt with in an appropriate manner, which did not occur.

I would like a full refund, otherwise I will be contacting my Bank directly.

I will not be returning to that store again. I will either be throwing the dressing table away or please arrange for collection of the item, as I refuse to visit that store again.

I am a Solicitor by profession and I can honestly say this was the worst experience I have received in any store till date.

I look forward to your response.

One item arrived broken which was blamed on shipping! Box completely intact, so more likely been sent out like this. Ridiculously slow in response, wasnt sitting in phone queue of 30!!
Will never use this company again

Baffled, confused and amazed how this company is still going!!! Visited Hemel Hempstead branch at 11.45 on Saturday 13/5. Only one till open and a lady on customer service taking the ‘odd’ customer…. Spend £17.88 hand the operator a £50, I get the note needs to be checked, but I get the eyeball from the lady checking, he gets the go ahead to continue, puts my £50 in the drop box opens the till to only two £5 notes, he kindly offers to pay me my change in £1 and 50p…. Thank you but no! The operator asks what he can do and she responds beautifully “it’s money ain’t it”, she was correct it is money but not that amount! So now I’m having to wait for a supervisor to come down, when she finally arrives she informs the gaggle of works standing at customer service that the admin lady with the key has gone home and they can’t do anything until they retrieve my £50 from the drop…. The queue has now grown to 27 people (yes I counted) one of the ladies had a lightbulb 💡 moment and suggest opening another till, only to find that when that till was it only had two £5 notes on…. Now the confusion has set in what are they going to do!! Still fixated on getting my £50 out of the other tills drop box, I’m now 15 minutes into waiting for my change…. Zero apology at this point I just have the pleasure of listening to the CS staff moaning why the operator put the note in the box and why people have £50 notes…. Another lightbulb 💡 moment…. Let’s take £50 out of the CS till and write a IOU and then give me my change….. WOW, The Range it’s an embarrassment- get your act together train your staff to have courtesy and what etiquette they should use around customers!!! I will now be making any further purchases at another branch!!!

i ordered from you and recieved my parcel on the 15th may..it came all smashed.....i sent an email the same night and you did respond saying it would be passed to the relevant team....nothing since this service is disgusting and unacceptable where is your quality control non of these items were wrapped just thrown in a box if i lived near a shop i would have taken them back but i dont ..i have also sent you a message this morning and rung you as well only to be kept on the phone for 25 mins to be cut off deal with this now or i am going to take legal advise no stars but had to click 1

I am, no sorry, I was a good customer and spent quite a bit of money at the Range in Eastbourne. First let me compliment you on the rudeness of the staff in that store and from the reviews I have been reading they certainly are doing their best to keep that reputation going and all led by the store manager who said his name was Dan. My wife and I got into that store to get a couple of fridge storage containers. We took a couple of those transparent plastic containers that were priced at £2.19. When we got to the till we were charged £8.60. I told the cashier the price is £2.19 and she called a colleague to check the price. That colleague returned with the price tag £2.19. The cashier then said she was not going to honour that price with a confrontational attitude. I requested for the manager who eventually showed up. Straight away he demonstrated a serious lack of politeness “with no greetings, no smiles and no customer relationship skills”. I explained the situation and I mentioned that the store should honour their pricing. The manager said that he was not going to do that “because of some reasons that he started to list” all totally ridiculous and ludicrous. The mind boggles how a major store could have at its helm someone with no understanding of business, customer relationship and is lacking the necessary soft skill tools to deal with a conflict situation.
As I have said earlier The Range is probably not worried nor concerned about loosing a repeat customer but it must understand that it’s staff are rude, confrontational and carry with ease a don’t care attitude that is championed by the store manager.

Absolutely appalling
Customer service. Received an item that was damaged, returned it as requested. But almost 4 weeks later after numerous call to customer service yet still awaiting a refund, yet they say on website 3-5 days for refund. There was no help from customer service in trying to get my money back just kept saying that’s the procedure that they follow. Tried to speak to someone at head office in UK, but told that there was no manager or person of authority I could speak to. What a joke The Range is.

Just been in and the manager is telling a staff memver off on the shop floor im sure he must have an office felt really sorry for the staff member not something for the shop floor

Went to the Derby Store to exchange 3 cushions bought for our caravan the colour was not right so wanted change the colour and spend more money too but was told couldn’t even swap them as I was 5 days out of the 14 day returns policy after explaining I’d been away and it would have been impossible to exchange before the 14 day policy the manager was totally inflexible
This company does not deserve any business the way they treat customers they are rude and unhelpful think they need some training in customer service

You do NOT deserve any stars as you are so rude on the phone and was NOT helpful at all. When the person could not answer my inquiry and I asked to speak to her manager shut cut me off!!!! HOW RUDE YOU ALL ARE AT THE RANGE 😡