Rubbish company. Rubbish service.
I had ordered a Secret Lab MAGNUS Pro desk, and also paid for assembly. On the day of delivery, the courier company called me to ask me if my building has a lift. It has not. It then informed me that it only does door to door delivery up to the second floor and as I live on the third, it will not be able to deliver to my unit. Ever helpful, the rep added that they can still deliver and assemble the desk for me on the second floor if I so wished. Seriously? Am I then supposed to carry the assembled desk solo to the third floor? After searching unsuccessfully for a phone number for Secret Lab, I engaged in a chat -- which was offered to me as a chat with a "human". I doubt very much it was a human. The obsequiousness, and constant repeating back to me of my complaints, plus its inability to deal with my query on whether Secret Lab only delivers to customers who live on the first two floors of a building, and those with lifts, has convinced me it was a bot. Subsequently, I received an email from Secret Lab, and at first thought it was a bot too as the answers were utterly nonsensical and Kia was only able to parrot: “Regarding your concern for the package to be delivered to your unit, unfortunately, I am unable to guarantee that it will be delivered to your unit as it is located on the 3rd floor as mentioned in your previous conversation.” If I order an item, I should be guaranteed delivery to my door! I was never asked during the ordering process, or when I was contacted by the courier, on which floor I lived, or whether there is an elevator in the building. If Secret Lab had entrusted my delivery to the wrong courier company for the purpose, they should sort it! When I challenged Kia if she is human or AI, she confirmed she was human. Well, the quality of her service is such that I would now welcome a bot to take over. I have yet to receive my desk. Rubbish company. Rubbish service.