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Dear Jo Simmons,
Thank you for your feedback. We sincerely apologize for any inconvenience you experienced during the sofa removal.
On the day of service, we were called to pick up a sofa with a quote of £90, which was later discounted to £40 as part of our charity initiative. Our driver traveled over 30 miles with the intention of providing you with the best possible support.
Upon arrival, our driver encountered two ladies who assisted with the pickup. Unfortunately, during the handling of the sofa, it slipped due to its weight. The driver suggested that hiring an additional person might have been beneficial, as the sofa was quite heavy and difficult to manage safely.
At the drop-off location, the driver was instructed to use a trolley for delivery. However, the uneven ground and grass made this approach impractical. Despite feeling frustrated, our driver remained committed to helping and went inside to assist with the delivery.
After checking the dimensions of the doors inside your house, the driver realized that dismantling the sofa was necessary to complete the task, but this service had not been booked in advance. We recommend that such services be arranged ahead of time for future reference.
The situation became more challenging when the sofa inside also could not be removed due to size constraints. The driver offered to help with bringing the other sofa inside, but the conditions made it impossible to finalize the task.
We take all customer feedback seriously and appreciate you bringing this situation to our attention. For further assistance or to discuss the matter in detail, please feel free to call or email us.
Thank you for your understanding.
Kind regards,
Pink House Removals
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