Martinandfrost Reviews 10

Wonderful store, friendly staff and great service…….until you have a problem.
Daughter bought a not inexpensive table and the foil coating under the glass started peeling away. Contacted them and they quickly sent out a manufacturers rep to look at the table. They concluded that this happened because of water ingress. It’s a table! The table is rarely used and is well looked after (yes I know everyone says that but in this case it happens to be true). Daughter gave up but I’m not so stupid. The contract was with the store in fort kinnaird not the manufacturer. The delightful Mrs. Dowd Customer Services Manager refused to speak with me, acting as my daughters advocate even though my daughter gave her verbal permission to speak with me.
She didn’t care who I was apparently and she didn’t have to or want to speak with me. All nonsense of course. The table is not a functional table, it has no resale value resulting in an expensive mistake. Take heed and think carefully before dealing with this company.
They have agreed to send another independent person to look at the table shortly. I’m not hopeful, is this the continuation of the great runaround?
I’ll update this review in due course.
A shame that a well known and trusted company operating in Edinburgh for over one hundred years appears to be going down the drain because of poor customer service.

Lovely choices, great customer service and after care products.

When a problem arose with our furniture I contacted the company and spoke to the MD.She took the time to discuss it with me,investigated what had went wrong, and we quickly agreed on a solution which was to my complete satisfaction.A perfect example of Customer Care. Thank you Martin & Frost.

Visited twice in two days to buy a dining room table and chairs (around £2k worth) and could not get any attention from any of the sales staff. Over the two days we must have spent 45min walking round, looking interested, picking up Ercol leaflets. All tell tale buying signals I would have thought. I even said hello to two members of staff but they gave a cursory responses and walked on by. Not even asking if they could help, or "with you in a minute.." Lots of people sat at tables on the sales floor with laptops looking busy. I hope they're doing so well they don't need my money. I'm afraid I'm going to have to look elsewhere which is a shame.

A measure of a great company is, in my opinion, how well they manage situations when things don't go right. In that respect Martin and Frost get 5* from me.

We got four items of furniture from them - the sales process was also 5* (great friendly staff), delivery maybe 4* (because it was a little late), but it was after sales that has set them apart.

One of the items was faulty and not of the standard we expected. That was primarily down to the manufacturer (not Martin & Frost) and the initial fault assessment process which took a few weeks to organise plus comments from the manufacturer that the issues were 'within tolerance' made us think we were going to have a long battle on our hands.

However, hats off to Martin & Frost who stepped in and took ownership and responsibility without any quibble. They were willing to discuss the issues openly without being defensive or judgemental and offered a choice of solutions which I felt were fair and appropriate.

In my experience, a company you can trust and I wouldn't hesitate to shop there again.

Perfect service so far.
We were let down by Harveys after ordering from them in Sept and lots of excuses and poor service and still no clue where our order was, so we opted to cancel with them, as it was clear we wouldn’t get it for Xmas.
We walked into Martin & Frost 6 days before Xmas to look at clearance items, and saw a really cool sofa and chair set. Immaculate condition. Explained our situation to the sales man, and to our surprise, offered delivery the next morning.
Our sofa and chair recliners arrived on time and set up by the delivery men. Later that day, we noticed an issue with two of the recliners. Contacted the store who organised someone to come back the next day to have a look and try to resolve. The guys turned up and fixed one of them, but the other needs a specialist. Martin & Frost then arranged for this on the first available date, with no hassle.
All in all, very pleased with the service, and can’t thank the staff enough for their help so far.

I ordered a new suite from Martin and Frost in August and was very satisfied with the service I received from the assistant. The suite arrived in the timescale given, delivered to my property on time and with courteous handlers. I am delighted with the suite and the overall experience of dealing with M&F. I would recommend them to anyone.

Even before the flooring has arrived, been installed and we have seen the quality of their fitters work, full payment was demanded.

Looking at the available reviews we should have done more research rather than buying into the sales talk in store and yes we should have read the very small print in the emailed quotes, The result is that even before anything has been installed, we would stongly advise people NOT to purchase flooring from this company.

We do not trust the statement that if there is a problem we will deal with it, especially when it was qualifed by the statement, if we {Martin and Frost] find a problem we will deal with it. which basically means we do not give a toss what the customer really thinks.

This is the worst company I have ever dealt with. I have been waiting on a table that was due to be delivered within 10-12 weeks. We are now on week 14 with sill no table. I was advised there was an issue with the shipping company, but it then came to light that the issue was with Martin & Frost not having any space in there warehouse. The shipping company made 3 attempts to deliver the table with 3 refusals.

Do not use this company!!

Martin and Frost were, I believe, founded as a family company which always had an eviable reputation in Scotland. However their customer care and service no longer meets the mark. They used to be my first port of call when purchasing furniture or flooring but after my last experience I would not set one foot over their threshold again. When redecorating my new home, I deliberated long and hard over which bedroom suite to opt for but finally decided upon ordering the AMORE bedroom suite which was displayed in their window. The colours on offer were white or cream. As my new home was painted pure white throughout, the cream was not suitable and definitely not in the scenario. The salesman assured me during the sales transaction that colour white was ordered and the order ticket confirmed this. When the furniture arrived, it was an obvious cream. From the minute I contacted the shop to highlight the error, I was treated with disdain. Over several conversations with an indifferent shop manager I was advised that the furniture delivered was in fact white but the actual shade of white is cream. This of-course was never explained during the sales transaction but the salesman was no longer employed in their company. I had no option but to return the bedroom suite but Martin and Frost deducted £300 from my refund as they did not accept responsibility for the misunderstanding. In a distressed state, I turned to LTBStoke who offered a wonderful personal experience (that's what you used to get at Martin & Frost)