Received: 04/03/2020
Dear Sales Team,
On January 27th, I visited your store with the intention of purchasing a bed to replace my 25-year-old Vi-Spring. You store had been recommended to me by friends who had recently purchased a Harrison”s bed, so i was keen to understand the differences between the two brands and relevant benefits.
I was ‘looked after’ (and I use that term advisedly) by a Romanian lady sales adviser, whose name unfortunately I cannot recall. Throughout the lengthy time I spent with her, spread over two visits that day, she delivered exemplary customer service that, at times, went above and beyond. I was demanding in my need for information and she demonstrated excellent product knowledge of both brands and when I finally focused on Harrison’s, she guided me through the various bed and mattress options, allowing me plenty of time to test and never rushing me in my decision-making.
I count myself a discerning customer and having worked myself in retail management I can honestly say that I was hugely impressed with the service I received that day. But it went further, for the bed became available well within the 4-6 weeks I had been advised it would take, and the two young delivery guys who uplifted my old bed and then installed the new bed, did so exercising the utmost care of walls and furnishings. So praise is due all round.
The final pleasure is that the bed is all that I hoped for and is now providing me with very comfortable and sound nights of sleep.
I was only familiar with your firm and Harrison-Spinks beds thanks to my friends but I would have no hesitation in both using you again and recommending you.
Kind regards
Received: 22/11/2019
Dear Jennifer
Mrs Domke has recently been diagnosed with cancer and has been through radio-therapy – it was completed during the installation of the kitchen. She thrived on the therapy that the new kitchen provided – it was a delight to me to see the pleasure she felt on completion of the kitchen. Imagine a customer telling you that he is in your debt for what you and the team did in our home… From Lynsays design consultation with us to the arrival of the tradesmen – Jordan our fitter was exceptional and struck a chord with Mrs Domke – they must have had the same birth sign! Nico the electrician and the Plumber Richard also did a great job. Cannot put it any better than this.
Kind Regards
Mr & Mrs Tom Domke
Edinburgh
Received: 14/03/2018
Good afternoon Steve hope that your well !!!!
Steve just a wee note to say how pleased we are with how we were treated by the staff at Richard f Mackay. From the first time we entered the store we were treated with nothing but the upmost respect firstly from your predecessor Graeme Simpson then from yourself and in your absence from Paul and Aaron whether it was by telephone or by personal conversation. The first time that we had a problem was when one of the cushions on the new sofa developed a hole not a problem,sorted. The second time we had a problem was when the leather started to flake off not a problem,sorted.
Yours in Thanks
Archie and Joan McCrone
Edinburgh
Received: 14/03/2018
Dear Richard F Mackay team
After years of being in your mailing list and receiving your letters and promotional flyers, we decided to pop in for a look recently and I felt I had to write to you about our experience. We received a cursory welcome upon entering the store and for 1.5hrs we were left in peace to wander through the store, not once did anyone approach us or hound us, we were allowed to freely have a look, touch and sit on the sofas. When we asked for help it arrived, Steve McKenzie was exceptionally helpful and guided us through the process expertly and with great customers care. We were still a little unsure and needed a little longer to mull over before making a decision, we had a lovely coffee and nibbles in store and came home to have a chat. We decided to go ahead with an order and contacted Steve and made use of the current promotional discount we had received. As explained by Steve, delivery team would contact us the day before delivery with a 2 hr window, which they have done. Tomorrow our new 3 piece suite will be here and we are excited Thank you so much to Steve and Laura for your patience and your fantastic service, both are a credit to the Richard F Mackay team, we will be back, we have our eye on 2 Stressless chairs for our conservatory. We would recommend anyone who is looking for good quality furniture to come and support a family run local independent business.
Kind Regards
Mr & Mrs Ralston
Edinburgh
Received: 21/01/2016
Neptune Kitchens
We have just had a Henley Kitchen fitted by Richard F Mackay in from Edinburgh. Just wanted to say that the kitchen is stunning. The quality of the Oak construction and design of the units is of the highest standard. The kitchen was fitted by their own fitter who did a superb job of the installation. My brother who is in the trade said that it is the finest hardwood kitchen he has EVER seen and he has seen and fitted many. Thank you Neptune Kitchens for making my wife’s day. I have never seen her so pleased with something.
Mr John Clark
Received: 18/01/2016
Dear Misters Rand S Mackay
I write to thank you for the high level of customer service that I have received from your kitchen sales team.
I purchased a Neptune kitchen in the summer from Danny Brown. He could not have been more helpful, professional or charming. Lynsay, his colleague, was also on hand, when Danny was absent. She was a pleasure to deal with.
Unfortunately, I did not initially engage your fitters, as I had someone who I had used for other work in my home. The kitchen was fitted incorrectly and I was upset and worried. Your sales team, came to the rescue and were wonderfully supportive. Your fitters assessed the kitchen and have recently refitted it, correcting the many errors.
I would also like to sing their praises. Stuart and Greg worked very hard. They and their colleagues, Jordan and Ross, were professional and understanding. They have done a wonderful job. Their finish is excellent. I was most impressed with their skill and care.
Please would you pass on my thanks and I will continue to recommend Richard F Mackay and its kitchen services.
Yours faithfully
J Edwards
Edinburgh
Received: 08/12/2015
Hi Gerry
Could you please pass on my thanks to the boss of the delivery guys who delivered our Tempur bed and Stressless chair today. They were 2 young Latvian guys.
They were absolutely brilliant and so helpful and it makes such a change to get people who are willing to go that extra mile to help you out. They had to move our old Tempur bed through to our spare room, which wasn’t easy and it caused them a lot of extra work and I am really thankful for their help.
They did it with a smile on their face and made no mess and got it done in good time.
I believe in handing out credit where credit is due so I would be really grateful if you could pass on my thanks to the relevant person.
Thank you too for all your help with our purchases. We had a bad experience over 10 years ago with Richard F Mackay and vowed never to use the company again. We have now regained trust in your company and the products you sell, so many thanks all round to everyone and we will certainly use you again.
Regards
Anne Hanson
Edinburgh
Received: 13/01/2015
Dear Lynsay
Thank you for your reply. Hope Santa was good to you and that you had a great Christmas time! I do feel for poor Stuart & Craig at the thought of retracing their steps at this late stage but I’m sure you and they will be mightily glad to finally close the door on the job!
Despite that fact that I have not been a ‘textbook’ customer due to illness and indecision, you have always been so immensely helpful and understanding throughout the whole process of my purchase. I cannot praise you highly enough and must say that all your other customers and Richard F Mackay are lucky to have you in the business as the service you provide on their behalf is exemplary.
At the root of it all, I love the new kitchen and it has been greatly admired by all who have seen it. Many thanks to the expert fitters and to you Lynsay for directing matters so smoothly.
If I don’t hear from you until January, I wish you all the very best for a very happy and prosperous year ahead.
With kind regards
Kathleen Demircan
Edinburgh
Received: 13/12/2012
Dear sir
I have just taken delivery of a super-king size bed from your store in Edinburgh.
My wife and l only popped in and we were met by Jason johnston. I must say he is a credit to your organisation- professional from top to bottom.
I have a sales team within my organisation l i wish they took a leaf out of Jason’s book.
Product knowledge brilliant,handling of our requests was fantastic despite the fact our 3 yr. old daughter wanted to show him her trampolining skills on each bed!
He arranged to get our old bed moved to my mums house as part of the delivery. The delivery and installation were first class.
Jason called today to make sure everything was ok and we were happy with everything.
Emailing this sort of thing is something l don’t normally do, however l feel you should know how impressed we were with Jason and our overall experience.
Thanks
Robert Hartley
commsworld.com
Received: 03/12/2012
Gentlemen
I wish to record my appreciation of the whole service your firm has provided in relation to the above order. From the initial contact with your colleague, Sean Mannion. to the meeting with your delivery persons on 19/11/12 the whole experience was delightful.
Sean was helpful. supportive and very professional in helping my wife and I decide on our new suite. An extremely pleasant experience in meeting him. Thanks Sean.
The two delivery lads could not have been more helpful either especially when faced with the problem of getting the sofa in the front door! Extremely pleasant and resourceful the tried everything before removing the door itself, bringing the sofa inside and not a mark on it or the decoration. They even helped replace the door. Nothing was too much trouble to them,
Excellent service.
Thanks everybody.
Jim Vasey.
Received: 03/08/2012
Dear Mackay Brothers
Again I write to thank you for such a good service and attention. Sean has looked after me well in choosing my Tempur divan and in keeping me well informed as to delivery. When I found my new bed harder than I expected the lady who asnwered my querie on the phone was very helpful and assuring as was Sean when he spoke to me.
On the day that I ordered my bed Jason noticed me in the showroom and came to speak to me. He looked after me when I bought my Stressless Chairs well over a year ago. It is such attention which makes me feel that, for me, Mackays is the place to come for any furniture I may need.
I Thank you all for the high quality of service and the goods purchased and wish you well in all you do.
Yours sincerely
Elizabeth T McGlashan
Edinburgh
Received: 06/10/2011
Hello
I took delivery of a walnut dining table and eight chairs this week, which I purchased from Richard F Mackay recently.
I am writing to compliment you on the quality of the customer care I received both in the showroom and when the furniture was delivered on Wednesday 5th October.
The salesman who looked after me was Sean Mannion and I was very impressed with his knowledge and his patience! I was undecided about what to buy and he took time to explain the features of various items of furniture and at no point did I feel any pressure to reach a decision. I made a few visits to your showroom and on each occasion he was extremely polite and helpful.
Having finally selected the suite the positive experience continued.
Sean kept in touch and notified me of the progress of my order and when the delivery date could be arranged.
On the day before the delivery I received a call from the drivers to let me know the 2 hour slot I had been allocated and true to the arrangement they arrived right on time.
My property is not particularly easy to access with an extremely heavy table, however, the delivery team – Stuart and Matt, carried out the whole thing with minimum fuss and great care. They were pleasant and helpful and tidied away all the wrapping and dust sheets on completion.
I have just moved into this property and have had a number of things delivered over the last 3 or 4 weeks. Without a doubt your staff are by far the best trained and very customer focused.
I hope you will pass on my thanks to them for their help and look forward to purchasing further items from Richard F Mackay in future.
Kind regards
Carol Cameron
Received: 27/08/2011
Dear Sirs
A note to say that I am very pleased with the 2 Stressless chairs and Mansfield 3 seater couch that I purchased from Richard F Mackay Ltd. The service I received from Mr Sean Mammion was excellent and also the ladies in sales office. I will recommend your shop to all my friends.
Yours sincerely
Attracta Sudiskas
Falkirk
Received: 21/08/2011
Dear Mr Mackay
Having recently taken delivery of our new suite from you I’ve given it a week before writing, just to ensure there were no problems with our purchase.
Previously, about 15 years ago I visited Richard F. Mackay, and after just about the worst experience of my life in a furniture showroom, I vowed never to return.
However, after having had problems getting a suite (I’ ll not go into all the details) for about the last 3 and a Y2 years, the only place left to try was your own. My wife somehow persuaded me to at least have a look, and the resulting experience is the main reason for me writing to you now.
Before going into the details why, I can honestly say that if I ever need to replace the suite we now have, Richard F. Mackay will be the first place I’ll be visiting. I’ve never seen such a change in the wayan establishment deals with their customers.
From the minute we walked into your showroom I could sense a feeling of relaxation. The first and only salesperson that dealt with us was Graeme Simpson, and I cannot praise him enough for his knowledge and genuine ‘wanting to help’ attitude, as opposed to the ‘wanting to sell’ attitude you would normally expect.
His acceptance of allowing negotiation on the final price, offering a 2 year deal (interest free), gi ving us space and time to decide on type and colour etc, of our purchase, and offering a tempol’ary chair for our use, were just some of the things he offered, which helped us make our final choice.
To make the whole buying experience complete we really wanted the suite delivered a few weeks after you actually took delivery of it, and although there was a slight hiccup, Graeme took ownership the whole situation and ensured it was sorted out.
So, from walking through your showroom doors, to now having had the suite for about a week or so, my wife and I would like to thank Graeme for all his assistance and his genuinely caring attitude in dealing with us.
Needless to say, we are also delighted with our purchase and look forward to visiting your showroom in the future.
Yours sincerely
George McGuigan
Edinburgh
Received: 11/04/2011
Dear Kate
We would like to compliment your staff on their customer service after our recent purchase, from the salesman Sean to Colin the warehouse manager and the very nice delivery men. We feel you went further than most companies delivering our old suite to a deserving person of our choice. We will certainly shop with you again and recommend you to our friends and family.
Thank you again
Dave and Kath Stalker
Edinburgh
Received: 25/01/2011
Dear Hamish
Our order of the second Silentnight Miracoil 7 arrived yesterday.
Once again everything was meticulously done by your company …Carol was efficient & jovial & the delivery men were both courteous & careful.
We also value your own ‘non pushy’ approach to clients.
We are most impressed by your company’s business philosophy & it is a pleasure to encounter such high standards which are not exactly the norm nowadays in many other less caring companies.
Can I just ask you to make certain that a receipted invoice is in the post since we will need this as a guarantee?
Many thanks & let us know anytime that you have any real good deals available for 2 carvers & 4 dining room chairs (tall upholstered variety).
Kind regards
David & Ann Murdoch.
Edinburgh
Received: 20/12/2010
Dear Sir
I would just like to thank you for the fantastic service I have received from your Company. First of all when we came in to buy a Leather Suite your Sales Woman Lynsay was helpful,very knowledgeable, and extremely professional.
When the furniture was due to be delivered we were informed at what time and date it would be delivered, due to exceptional weather, you again rang to explain why you were unable to deliver, I was given today as the new date.
This morning your delivery men rang and told me they were unable to get on to the development, I was then telephoned by Carol to arrange a new date, I explained to her that a lorry would not be able to gain access for weeks, and that this was the second day off I had taken from my work,Carol then arranged for a van to be hired and the furniture delivered, fantastic service!. I must also mention your warehouse staff who made the delivery, and your warehouse manager who took the trouble to come out and check that everything was ok.
A company relies on it’s staff to communicate to customers what it is all about, well it’s obvious to me that Richard F Mackay is all about value for money, and fantastic service.
Many many thanks to all of your staff, I will recommending your Company to my family and friends.
Kindest Regards
Ian Wright
Edinburgh
Received: 20/12/2010
Dear Madam
I have recently bought 4 pieces of Ercol furniture from your Edinburgh store and wish to compliment the excellent service of your 2 delivery men. Despite the icy snow, they improvised to make a sledge to bring the furniture along the road and the unpacking was carried out cheerfully, to high standards and care. Unlike another Firm recently, I was not left with dismantling and disposal of the boxes.
I was impressed by the high standard of service and will be happy to recommend your Firm.
Yours sincerely
Sarah Jupp
Buy with confidence – you are in safe hands at Richard F Mackay
Family Business
Expert Knowledge
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Spread the Cost
After 85 years and three generations of Mackay’s running the company, our business still trades on its promise to provide quality products and the highest standard of service. A warm welcome awaits.
Over the years we have built up a wealth of knowledge on all aspects of furniture retailing. We can offer you expert advice on choosing the right furniture to suit your requirements.
We pride ourselves on our personable customer service. We like to build a rapport with our customers and look after them. This is why our customers return time after time.
In order to help you spread the cost of your furniture, we’re delighted to be able to offer finance options when you buy in-store. Term available is dependent on total value of sale.
ABOUT US
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In the unlikely event of you being offered the same goods or services anywhere else – on the same terms and conditions — at lower than Mackay’s prices, we promise to match those prices when you order and reward you for your vigilance.
Rick and I are passionate about furniture. It’s what we do.
We spend half of our lives travelling the world sourcing the very finest products for our showroom. We visit craftsmen and factories all over the globe, immersing ourselves in every aspect of our trade.
We are totally committed and now possess an understanding and knowledge about furniture that we believe few could match.
That’s why our customers enjoy some of the most beautiful and innovative furniture on offer today.
So, can you imagine the extreme embarrassment when earlier in the year I moved house and ordered a suite that really didn’t look as good as we had hoped, when we put it in our family room!
We got it wrong!! It happens. Even to the professionals…
But, it did me a favour, in a way. Because it got Rick and I talking about how we could help our customers if they got it horribly wrong as well…
So, we came up with the Mackay 100% No Quibble Guarantee.
It’s simple. In the unlikely event that after you’ve had your goods for a week, you feel you have made a mistake, just call us and we’ll help you solve the problem. We will collect the furniture and you can order replacement goods from ourselves to the same value.
And, to save on masses of terms and conditions – all we ask is for a handling charge of 20% and a “fair use policy” of this guarantee.
We believe that we offer the most refreshing and customer-friendly delivery service available today.
How have we achieved this? Simply by asking our customers what they want – and providing it.
Irritations and problems with deliveries have been resigned to history. You will receive your delivery when YOU want it. Not when WE want to deliver.
Here’s how we work… When your goods arrive at the warehouse, we will…
1. Contact you to notify you that your goods have arrived.
2. Discuss a day and a time for delivery to suit you.
3. We will ensure that delivery is made at a time that is convenient for you. This means even
late at night or early in the morning… 24/7!!!
We can do this because we are a family run independent furniture store with our own warehouse and delivery operation. We employ our own team of trained drivers and technicians ensuring customers enjoy the very highest of standard.
So, not only will we be on time, but we also show great care and attention at the point of delivery. Here’s what our delivery staff will do, when we deliver your goods:
Service with a smile. Every time!
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