I will never get anything from this Company again I ordered the TV stand it came out broke when I emailed you and some pictures of it you did not care he just kept going on about it saying if the Curriers problem you do so I think the parts out the box still marks all over the wood customer service is Pauling Do not bye off here
Response from City Life DirectJul 10, 2020
Sorry this was during previous ownership.
NI
NICOLA
Still no order received bunch of w*****s
Well still no delivery of my mattress.
Still no reply to my email I sent.
So im out of pocket and no mattress.
This was for my disabled daughter so i hope your proud and happy to scam honest people who dont have much money as it is
I'm absolutely disgusted and I will now be reporting to trading standards.
There is no where to chase my order. No way to contact or email customer service.
I've order over a week a go. Had no confirmation for when it will be delivered or whether its on its way. I've searched to cancel this and get a refund but can't find anywhere to do this.
Obviously a job for trading standards
Response from City Life DirectJul 10, 2020
Sorry this was during previous ownership.
NH
Not H.
Scam of a company
Scam of a company, DO NOT BUY FROM THEM! Arrived over a week late and took nearly 4 weeks in total to arrive - well over their 5-10 business day delivery time; no communication from them as to why this happened or when it was meant to arrive, despite sending two priority emails; the mattress was not memory foam as listed, but a horrible springy, bouncy mattress that cost over £100 with a very thin foam topper on it. There is no phone number to call them and they do not respond to emails. Avoid at all cost.
Based on their responses to reviews below, they will try and pin it on me about emails and how they responded (only two times however to tell me it was processed), however since it was marked as 'shipped' and an estimated delivery date, there was zero communication about why it was late, where it was or anything. It is telling of a company that blames the buyer for delivery times and can only pick up on technicalities of email dates as their defense. So if they do that to me, you know why!
Response from City Life DirectMar 12, 2019
Hi Laura,
Thank you for reviewing our company, we appreciate all reviews for our services so i am grateful that you have taken the time to share your experience with us. I am sorry for the inconvenience that you have had whilst ordering from our website.
I can confirm there was a slight delay in the delivery of your order, and i have personally looked into the issue to find out why this happened. The order was completed on our end within 5 working days after your order was placed, which is the usual time for orders to be fully processed and prepared for shipping. UPS have confirmed that they had attempted to deliver your order on the 27th of February to the address that you had provided us with, but this delivery failed due to them being unable to find the correct address. If the mattress was successfully delivered to you on the initial date that the courier attempted to deliver it out to you this would have been before our estimated 10 working days deadline but unfortunately this was not the case, and we were not made aware of the issue that they had whilst attempting delivery.
The order was successfully delivered to you within 13 working days (6/3/2019), we aim to have all products delivered to customers within 10 working days but sometimes issues with couriers and other problems that we have no immediate control over can delay the process of this, and i am very sorry that this was the case for you, i completely understand your frustration.
I can see on our system that you had e-mailed us due to the delay of your order on the (8/3/2019) and we took action as soon as we were made aware that your order was not delivered as expected. We contacted UPS to track down your order and then provided you with the tracking number and details which showed that your order had been delivered 2 days previously, it had been signed for by another person at your work address and left at reception.
The mattress that you purchased from our website is memory foam, there is memory foam on the top of the mattress but as stated in the description is does have 13.5 Open Coil Bonnell springs under the foam - this prevents the mattress from being too soft, it keeps the body aligned and prevents back pain. However, i am sorry that you are unsatisfied with the product that you purchased from us, this mattress is a very popular product that most customers are very happy with.
I can confirm that we do not aim to put the blame on customers but we do try and get to the bottom of any issues or compaints that we receive and give an explanation for the reasons that issues have occured, but i can confirm that there was communication throughout the process of your order and after delivery which stated that the delivery was succesful.
I sincerely apologise, and we will work on improving our services and ensuring that the courier companys that deliver our products make us aware of issues like this in future.
Kind regards,
Samantha
City Life Direct.
DB
Donna B.
honest opinion STEER WELL CLEAR of…
honest opinion STEER WELL CLEAR of this shambles of a company I am left sitting with a broken item that also doesn't match description as when I emailed them I was to return it back to them in Florida for a refund i am disabiled and they were wanting more to return it back to them the company never said they were in Florida when I ordered it or I would have stayed well clear they were abrupt etc all in all a Joke so AVOID AVOID AVOID Also no phone number as well to contact them
Response from City Life DirectMar 11, 2019
Good afternoon Donna,
Thank you for your review, and i am sorry to hear that you have had a bad experience when ordering from our company.
I can confirm that we have been made aware of the issue that you had with your item and communication has been made from our side. We do not have a contact number but are very responsive to our customers through e-mail - we find this to be a better form of communication for both us and our customers so we can provide customers with a quicker response time for any enquiries and complaints that they contact us with.
The item that you had e-mailed us regarding was seen to be in good condition and the faults that you were describing in the e-mail could not be seen on the photos that you were providing us with. We are responsible for refunding items that appear to be damaged or collecting items if the wrong one has been sent out to customers. However we do not take responsibility for return costs of items that customers wish to be returned. Although the items appeared to be in good condition we were still willing to provide you new item parts and we requested numbers for the parts that you were unhappy with in order to try and resolve the issue for you, but you were unwilling to communicate with us and provide any parts numbers for us send new ones out for you.
I apologise for any inconveniencene caused, and your order is still within the time frame for you to get back in touch with us and be provided with new parts if you decide that you would like to do this.
Kind regards,
Samantha
City Life Direct
LN
Lynda N.
Have had a great experience shopping…
Have had a great experience shopping here, would definitely recommend this to anyone x
Response from City Life DirectMar 11, 2019
Hi Lynda,
Thank you for taking the time to share your experience with our company, it is greatly appreciated.
Kind regards,
Samantha
City Life Direct
GC
Gary C.
Poor agents and not enough info on when…
Poor agents and not enough info on when you will get the delivery
Response from City Life DirectMar 11, 2019
Hi Gary,
Thank you for your review, i would like to apologise for providing you with a 2 day delivery slot, but in some occasions this cannot be avoided - we do try out best to provide a 1 day delivery time for customers.
We are working on improving our services and providing a tracking feature on our website so customers can check the process of their orders when ordering from us in the future.
Sorry for the inconvenience that was caused, and thank you for sharing your experience with us.
Kind regards,
Samantha
City Life Direct
CC
Carol C.
Great product
Great product
Response from City Life DirectMar 11, 2019
Hi Carol,
Thank you for taking the time to share your experience with our company, it is greatly appreciated.
Kind regards,
Samantha
City Life Direct
