We were looking for a company with packing, moving and storage services, since we were planning to renovate our new place. I contacted a few places, including Ferguson. Juville came to our house, did a quick appraisal and quoted a price which was substantially higher than the other ones. In the end we decided to go with them based on the very good reviews and the pleasant attitude of Juville, our contact point in Frguson, whom I see a great person to work with.
The first instalment was taken from the provided credit card and we were issued a receipt. So far, so good. The movers came for packing, five of them, and did the packing in three hours. That would have taken us a month. Great people to work with. Our stuff were taken to the storage. In the packing process, a part of our IKEA bed broke and the company told us they would replace it. At this point in time, we were extremely impressed by the service we got.
Our renovations took more than three months and at that time we asked for the delivery. Juville arranged the whole thing in the most efficient way. Come the day, three movers came for unpacking, none of them having a clue how to reassemble IKEA beds. In the process of "repairing" the broken piece, some other pieces were lost and the bed could not be assembled safely. Again, Juville to the rescue. She arranged for a refund of the bed price in no time and we were so happy I actually told the contractor working on our house this is the company you should suggest to your clients.
Things went downhill from this point. Checking to see if the refund was deposited to my account, I noticed a series of odd charges by Ferguson. In the course of three months, apart from the agreed sums, these were taken:
April 2: 94.76
May 2: 947.59
June 2: 947.59 - 61.99
July 2: 885.60
Sure this was a mistake, I called Juville again. She told me their storage department has made the withdrawals and connected me to a lady called Sarah. People should learn: you make a mistake, you apologize for it. Well, she didn't. At first, she tried to convince me they were rightly taken. After I explained to her where the mistake was, she mentioned some added charges because of the extra storage time (I understand this), but there was no proper explanation the extra charges and no receipt was issued. She told me the refund will be issued within five minutes. There was no apology of any kind from her and she had an attitude like I had to apologize for taking her time. If anything, they had charged me about $2200 more than what they should have.
Back to Juville, I explained that I needed to see proper receipts for the extra charges. She told me three separate receipts will be issued.
Nothing happened in the mentioned "five minutes" or even for hours after that. The next day I sent her an email again mentioning my calculation for the refunds show about $100 more than what Sarah mentioned, asking for the receipts AGAIN. I have been waiting for those for the past 10 days.
I understand mistakes happen. How you correct them is important though, and dealing with Ferguson storage department was an experience I'll never want to go through again. People trust you with their credit cards. You can't over charge them by about 40% and never tell them why you have charged them.