King Living Oscar Sofa

Hi Dee, Thank you for your feedback. We are sorry to hear about your experience and understand how frustrating it can be when you need to change a delivery date and are unable to get the assistance you need.

I would like the opportunity to look into this further and better understand what happened so I can assist directly.

Could you please provide your order number? Once I have it, I will investigate the matter and contact you directly.

Regards, Oliver. 01008957

Hi Oliver. The item has been delivered but my issue is with your lack of customer service. After receiving a text confirming a Wed delivery, I called the 1300 number and the only option was to confirm the delivery date. No option to speak to someone or change the delivery date. The next text said unless I confirmed the date, storage fees might apply. This is manipulative and pressures the customer to agree to the date. Tried calling the store from the number listed in the website, it rang once and cut out. By comparison after buying an expensive bed from Forty Winks, I was able to call the store directly about delivery. I emailed the sales person who sold me the couch and she organised my requested date. It is an absolute disgrace that there is no phone number for a customer to call. Do better with your customer service! And I’m not alone in criticising KL regarding this.

Hi Dee, Thank you for your response. I am pleased to hear that the items have now been delivered, however I am sorry about your experience with our delivery communication and the difficulty you encountered when trying to contact us. I understand how frustrating this would have been, and I appreciate you taking the time to share your feedback.

I would like to ensure your comments are formally included in our ongoing review of these processes and that your experience is taken seriously. Could you please provide your order number? Once I have it, I will add your feedback to the investigation, review the details further, and personally look into the concerns you have raised. If any additional information is required, I will contact you directly.

Regards, Oliver

AND26030191 I am not reassured that your communication process will change. Head of customer service, Jamin Daniel’s joined KL in 2023 and his focus was to increase the immediacy of the customer experience. Well, how’s that going? Because I don’t see evidence of that.

In addition Oliver, the text I received about delivery required me to confirm this and it gave me a window period of 3 days. I confirmed 3 hours later and the response was that day was now unavailable. After emailing the sales person, she confirmed that that was incorrect. The problem that I see is your generative AI system is flawed. There appears to be lack of comprehension, systemic unreliability & hallucinations. Maybe Jamin needs to chat with the provider of the system - Time Under Tension.