Awful awful customer service / policy

My first purchase with shabby store was on 31/12/2020 for a console table. A number of their products are advertised at pre order and on the website it will state the month it will be delivered e. G "pre order for January delivery".
The console table was advertised as pre order for February delivery. I patiently waited and on the 11th March I emailed asking where the order was, I receive a reply the next day telling me the console table wasn't available until early April. I was a bit disappointed it was a little longer but In all honesty there wasn't a rush so I was happy to wait. Of their own accord Shabby store told me they added a small glass jar as an apology. I was contacted on 20th April to tell me it would be delivered the next day which was too short notice for me and I eventually got the console at the beginning of May which is 2 months after the initial preorder time period of February. I have to say the console table is excellent quality and I loved it so much I was happy to forgive the events of that purchase, although I never actually revived the ‘apology' jar….

I returned to shabby store for my second purchase of a set of boxes, and two glass jars on 27/06/21.

The boxes and 1 jar was preorder for July delivery. The other glass jar wasn't stipulated as preorder on the website so I expected the normal delivery time of 5-10 days.
The jars were a 50th birthday present for the beginning of August.

Once again I have received no correspondence until I contacted them on 29/07/21.

My request was to cancel the jars as they wouldn't arrive in time for my mums birthday but again because of the quality of their items I was happy to hold out for the boxes as they are for me.

I received a reply the same day and was told I could cancel but only be entitled to a credit note.
I found this quite cheeky in all honesty, as the items haven't even been dispatched, later in the email correspondence I was told the jars are preorder for August and the boxes will be with me next week.

So it appears they don't even have the jars in stock until August so why is it such an issue to refund my money for gods they don't even have.

I have clearly pointed out one of the jars was never a preorder item, and at the time of purchase the other jar and was preorder for July.

I have provided a screenshot to them of their purchased confirmation email which clearly shows one of the jars isn't preorder.
Unfortunately the preorder items just show as preorder and the month isn't shown on the email.

I have waited 33 days so far for delivery, the delivery I have also paid for.

In my emails I have quoted the consumer rights regulations which quite clearly state companies should deliver within the time period in this case ‘July' or within 30 days or you're entitled to a full refund. Shabby store by their own admission have no intention of delivering in July.
In the email response from shabby store it the legislation or my evidence hasn't even been acknowledged.

The reason for my review is not the quality of the items because in all fairness their items are lovely, but the review is for the unfairness and the manner in which they sell the items.

In my case the delivery time period has not been met, they aren't acknowledging my evidence or legislation surrounding consumer rights and by their own admission they don't even have the items to deliver. Pre order for august is not good enough, and by my previous experience it wouldn't arrived in August either!

I would suggest you buy from somewhere else, because if it goes wrong it's particularly bad and they don't seem to care as long as they get your money. Why would anyone want a credit note with a company who don't correspond and don't deliver on time.
If you do purchase from them on a preorder get an additional email confirming the preorder delivery month for your own piece of mind, as by coincidence they don't record it! So unless you have a screenshot of the items on the website they could try and fob you off by telling you how the items are currently advertised as they are trying to do with me.

I think I've put a fair case forward, and I don't think asking for a refund is unfair.

I placed an order on 25th March for 3 items from Shabby Store. I received delivery of one of the items within a week which was fine but there was no sign of the other 2 items and no communication from them regarding this. After a phonecall to chase these up, I received an email telling me one of the items would be dispatched the following day and the other was not due in with them until 17th April. No issue with this at all. When the 2nd item arrived, it was of VERY poor quality - the paint was marked and had run, and the fixings were all discoloured. They replaced these after 10 days, again, which was fine. I waited for 2 weeks after the 17th April for the 3rd item to arrive but never heard from them so called to chase up. I made a futher 20 odd phone calls over the next 3 weeks and was told each time that my enquiry was marked as urgent and that someone would call me back. There was never anyone available that was in a position to help with online orders when I called. Not once did anyone have the courtesy to return my call. I did finally receive an email on 8th May to say the package would be dispatched the following day. A week later - still no package! I eventually got a call back on the 16th May (from someone proporting to be the new owner) after I threatened to go to my bank and report them as a scam operation. I finally received the parcel on the 20th.

After all of this hassle - 20 calls and at least 15 emails, I was offered a 15% discount on my next purchase. When I reminded the owner that a 15% discount is what they send several times a month to everyone on their mailing list, I was then (grudgingly) offered 20% (after waiting almost another week for the owner to reply to my email). I politely declined advising her that I'd take my business elsewhere and that her new business venture would be very shorted lived if this is how they treat their customers.

I strongly advise anyone thinking of using this company to avoid at all costs. Their customer service is non-existant, the items mostly come from Coach House (which is available from many other online retailers for similar prices) and, from what I've seen, their other items are of very poor quality.

THE single worst customer service experience I have ever encountered.