 |
| Q:How quickly will my question be answered? |
|
| A:discount-home-store Business hours are :
Monday-Friday 9am-6.00pm.
One of our dedicated customer service advisors will respond to your question usually within 24 hours. Except during the weekend.
All questions asked on Friday evening, Saturday and Sunday will be answered first thing on Monday. |
| Q:I just need some help or advice? |
|
| A:Need more advice - Call 0844 620 0041 Monday - Friday 9am - 6pm and speak to one of our team. |
| Q:Can I pay over the telephone? |
|
| A:No - discount-home-store only accepts payment via PayPal. |
| Q:Can I pay with PayPal eCheques? |
|
| A:discount-home-store accepts PayPal eCheques. Please note these take 10 working days (2 weeks) to clear.
Goods will only be dispatched once payment has cleared and we are notified by PayPal. |
| Q:Can I pay on delivery? |
|
| A:discount-home-store requires payment via PayPal before the goods are dispatched. No goods can be paid for cash on delivery. |
| Q:Which courier have you sent my home & garden product with? |
|
| A:Furniture - (Beds, Sofas, Mattresses and Garden products) items are sent using different carriers.
Please call - 0844 620 0041
You will be sent a dispatch email with information of when your items have left our warehouse and in some cases with tracking information. |
| Q:Next day delivery? |
|
| A:All items ordered before 12, on a next day service, will be out for delivery the next day. (Providing PayPal payment has cleared)
(Saturday Delivery is available on some items - please call/email for more information). |
| Q:Do you deliver on saturdays? |
|
| A:discount-home-store can deliver certain items on Saturdays. (Please call 0844 620 0041/email for more information).
This is a premium service and additional charges do apply. |
| Q:Can I request a time slot? |
|
| A:At the moment no, this service is not currently available. Our Couriers deliver between 7am - 7pm. Please call where possible we will advise a potential time of delivery. |
| Q:Where do I find my tracking details? |
|
| A:If your items have been dispatched on a trackable service, you will be sent via email a tracking number and web address to follow the status of your order. |
| Q:What are your business hours? |
|
| A:discount-home-store operates 24/7, our customer service team is available via telephone and email -
Monday to Friday 9am - 6pm.
Need more advice - Call 0844 620 0041 |
| Q:Unwanted/incorrectly ordered electronics item? |
|
| A:Smaller consumer electronics products can be returned within 14 days for a full refund.
For larger items (speakers) we can arrange a courier collection if required. |
| Q:Unwanted/incorrectly ordered home or garden product? |
|
| A:If your home and garden product is unwanted or incorrectly ordered. We can arrange collection via courier.
Additional charges apply -
A £40 stocking fee is charged. |
| Q:Can I specify a delivery day? |
|
| A:Buyers can request a specific delivery day, (Monday-Saturday). We would kindly ask you to contact us immediately after ordering the goods to outline the hold/delay period and delivery date request. |
| Q:Postage Charges For More Than One Item? |
|
| A:discount-home-store is dedicated to offering a huge selection, service and value. All items on eBay are offered with free postage, packing and delivery. |
| Q:What is the firmness of the mattress? |
|
| A:Before contacting customer service please check the listing description/specification for details of the mattress firmness rating.
Need more advice - Call 0844 620 0041 |
| Q:What is the depth of the mattress? |
|
| A:Please check the listing details for Mattress depth. Located under the picture of the item in discount-homestore - specified in inches and centimeters. |
| Q:The item I received is damaged/broken? |
|
| A:Firstly - we apologise for this. Depending on the damage or breakage issue we can either arrange for a replacement part to be sent, collection/delivery of a new item, or where requested a full refund.
help@discounthomestore.co.uk
In some cases we will request photographic evidence of the issue.
Call 0844 620 0041 |
| Q:Where is my item? Order is Late? |
|
| A:I am sorry your item has not yet arrived. We will look into this immediately.
Depending on the item ordered please check your email, with regards to dispatch and tracking information. If you need more information please email via My eBay, email customer services and we will look into this as a matter of urgency. |
| Q:Why has the rest of my order not arrived? |
|
| A:I am sorry your complete order is yet to arrive. Discount-home-stores sources products from a number of different warehouses, therefore some items will arrive but via another courier. This can be the same day of another day if specified. |
| Q:The item received is not as expected? |
|
| A:Call Us - 0844 620 0041
I am sorry the item you have ordered is not as expected.
We like to resolve all issues quickly and professionally. Please contact us first before escalating a case via eBay Buyer Protection or leaving feedback. |
| Q:I want to escalete an eBayer Buyer Protection case? |
|
| A:Call Us Immediately - 0844 620 0041
I am sorry you feel you need to escalate a case via
eBay Buyer Protection.
We prefer to work with our buyers direct, to resolve all issues before eBay is or needs to be involved.
or You can email us - help@discounthomestore.co.uk. We are a business and are here to help. |
| Q:How can I contact discount-home-store? |
|
| A:You can contact discount-home-store through three separate channels.
1. email us via My eBay, log in and send us a message.
2. email us direct via any email address, help@discounthomestore.co.uk
3. Call our customer service team 0844 620 0041 |
| Q:I don't have a PayPal account? |
|
| A:Discount home store only accepts payment via PayPal, this provides you with additional support and Buyer Protection.
Setting up and account is easy and only requires a valid debit or credit card and email address. |
| Q:The mattress I have ordered smells? |
|
| A:If the item ordered is a Memorypedic vaccuum packed mattress please wait 24-48 hours before contacting us. These mattresses can give off a chemical smell when first opened but this subsides after they have expanded.
If you have ordered a mattress and it smells or has any other problem - Call 0844 620 0041 |
| Q:What is the mattress coil count? |
|
| A:Coil sprung mattresses - DO NOT have a coil count as this is a lattace open coil mattress.
Pocket sprung mattresses - DO have a coil count as these are individually wrapped. Please check the listing item description for more details.
Need more advice - Call 0844 620 0041 |
| Q:The item I received is damaged/broken? |
|
| A:Firstly - we apologise for this. Depending on the damage or breakage issue we can either arrange for a replacement part to be sent, collection/delivery of a new item, or where requested a full refund.
help@discounthomestore.co.uk
In some cases we will request photographic evidence of the issue. |
| Q:I need a replacement part? |
|
| A:If the item ordered has a damaged or missing part - Call 0844 620 0041 or email help@discounthomestore.co.uk |
| Q:I want to recommend discount-home-store above my feedback & dsr? |
|
| A:If you would like to recommend discount-home-store based on the quality of service. Please email help@discounthomestore.co.uk with your testimonial. |
| Q:Can I change my feedback? |
|
| A:Yes you can change your feedback.
1. Log into your ebay account.
2. Select community from the top right navigation.
3. Then on the left hand side of the page under community click FEEDBACK FORUM.
4. Under feedback tools on the right hand side click Request Feedback Revision.
5. You can request feedback and DSR changes from here, within 30 days. |
| Q:How do I leave feedback? |
|
| A:Leaving feedback is easy.
1. Log into your My eBay account
2. Under Buying reminders.
3. Select Leave Feedback.
You will need to leave a comment, then select a 5 star rating based on 3 key areas.
If you are considering leaving neutral or negative feedback we would kindly ask you to contact help@discounthomestore.co.uk first. |
| Q:What is your returns period? |
|
| A:The standard returns period is 14 days, this period may be extended during the festive period. Please contact us via My eBay for more details. |
| Q:I need help ordering an item? |
|
| A:If you are struggling to order an item or need assitance placing an order. Or simply just want to find our more about the product. Where it is coming from, couriers or item specifics. Please email us via My eBay or call us on 0844 620 0041. |
| Q:Where will the item be delivered to? |
|
| A:Discount-home-store appreciates that some items are large and awkward. At present we only deliver item to the front door of the property or flats. Either via our 1 or 2 man delivery services. It is currently your responsibility to organise for the item to be placed in a specific room and in some cases built. We are working to improve this service. |
| Q:The wrong item has been sent? |
|
| A:discount-home-store would like to
apologise for this error.
Call Us 0844 620 0041
We appreciate this is our mistake and would like to be given the opportunity to rectify the issue quickly.
In order to work towards a positive feedback and 5 star DSR rating. Please contact us via My eBay Messages or help@discounthomestore.co.uk |
| Q:The item has never arrived? |
|
| A:Firstly we would like to apologise that the item has not arrived.
Call 0844 620 0041
In most cases this issue is outside our control we would therefore request you give us the chance to redeem ourselves in order to achieve positive feedback and a 4/5 star DSR.
We can either provide replacement or full refund. |
| Q:Item ordered out of stock? |
|
| A:Call Us - 0844 620 0041
We are sorry most items are in stock however occasionally due to human or supplier error mistakes are made. We like to resolve and rectify these issues with you quickly and professionally. |
| Q:Who operates Discount Home Stores? |
|
| A:Discount Home Stores is owned and operated by Worldstores Ltd. |
| Q:Can I collect or pick up my goods? |
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| A:discount-home-store is an online only retailer. All our goods come a warehouse, we therefore do not have a customer facing show room. Our eBay store is our shop, all items must be sent to you via courier or post. |
| Q:What are the dimensions of the item? |
|
| A:Please check the listing carefully, all product dimensions and specifications are listed in detail below the item picture in the discount-home-store under item description.
Dimensions apply to the height, width and depth of a product. |
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