MUtable Opiniones 45

TL;DR: Lovely product but unreliable communications, inefficient delivery arrangements and poor customer support meant for a stressful and exasperating experience overall

I should note that I ordered this product through the second Kickstarter so a little different from ordering via the retailer's website. However, the order was placed in May 2018 with shipment promised in September 2018 -- the intention was for this to be a Christmas gift.

Delivery then became October, then November, then December. I emailed a number of times to request delivery details - since we're talking about a furniture delivery (by that point) just before Christmas when everyone is busy and it therefore needs to be organised properly. The information provided was vague and the courier used was ParcelForce (meaning no delivery updates/windows/real-time tracking). Ultimately this meant we couldn't get it in time for Christmas.

Querying delivery times on Facebook led to me being called a liar by their official account. I've noticed that most of the negative comments on their social media channels are deleted, while the reviews on the retail website are all five stars. I find this, and their overall "not our fault, it's all due to circumstances/warehouse/accident/courier/being a small/young business" attitude, very disingenuous.

I do have (most of - another tedious story) my order now and the product is lovely, of seemingly high quality (time will tell), and my children enjoy playing with it. But my overall impression is coloured by what has been a terrible customer experience - especially given that their target audience is parents buying for kids. I would assume that most people ordering what is a fairly expensive item are doing so for a special occasion (e.g. orders in November are pretty likely to be Christmas gifts). However the company seems to think that having a lovely product is enough - it's really not.

Certainly had I known the product wouldn't come on time for the obvious special occasion I would have asked for a refund and bought something else. Surely most parents only want (or can only justify the expense of) the lovely product if it will come in time! Mutable need to work on distribution and communication as well as product innovation. Lovely product or not, at the moment I couldn't recommend them to anyone in good conscience.

Like the other reviewers I agree this is a company to avoid. They seem to spend their time building hype behind their product instead of fulfilling customer orders.

the product looked good and even though I thought it quite expensive for what it is I went ahead and ordered a table and chairs set on 18th Nov. I was originally told shipping takes about 10 days. On the 28th Nov I had heard nothing since my automated order received message, so queried the status of my order. On the 29th I was told shipping takes about 10 working days but maybe a few extra days due to the high volume. On the 5th Dec I still hadn't heard anything and asked for an expected shipping date. First, they told me they can't provide a specific date but the warehouse is doing its best. 2 hours later I am told it's being prepared for shipping and expected to arrive 11th - 18th December.

15th Dec I received an email that it seems several customers also received about an 'accident' in the warehouse, which resulted in my order being damaged. They were now out of stock and could now won't be delivered to 'mid-Jan' but they did offer me a €30 voucher (which would have expired before the original order was delivered).

I couldn't understand how my order had been damaged about 9 days after it was being prepared for shipping, so I asked for some more details on this accident and if they could ship part of the order. I received no response, asked for a refund, no response. Fortunately I had paid via Paypal and I was able to raise a claim with them and finally got a refund.

Since then I have been bombarded with Ads on Facebook for Mutable and have provided comments each time to warn other customers (each time very polite just stating facts). They have deleted all of my comments and have now blocked me from commenting further.

Its a shame as it looks like they have a good product, but they really need to invest in supply chain and customer support, instead of launching more and more kickstarter campaigns and product add ons. In the end, I bought a similar product from a different supplier, not as many features but it was delivered 2 days after ordering and for close to a third of the price.

AVOID AVOID AVOID!!!

I wrote a disappointing post yesterday on Mutable Facebook page and it has been removed by Mutable who clearly want to hide behind the awful company they are.

Great concept and wish it had been developed by people actually care about their customers; happy to take the money and not deliver. They are not cheap by far but we invest in our children.

I placed an order in November and am yet to receive my complete order. It's a joke. If you can't handle the volume get more resource or at least be transparent with your customers who have committed a large amount of their hard earned money to buying Mutable products!!!

It's a joke and would not recommend them to anybody

We ordered the extension table full package for our kids for Christmas. Half of the stuff was missing. You can only email customer service, which so far has been horrible!!!!! Some parts will not be delivered till end of April! There is no number to contact. Our kids love the table, just wish we had the complete order to actually play with everything. I would not recommend ordering this for any special occasion in case you have to wait a LONG time like we have.

Spent over £250 on a table mid-November as a Christmas present for our 3 children. Delivery on the website states 5-10 days, heard nothing until early December when we moved house so contacted them and asked to update our delivery address. On visiting the site to log this change, we noticed they were showing were now sold out for 2018.

We were then updated after a few days to say the order was being prepared for shipping, followed by a further update a week later on the 15th December saying there had been an accident in the warehouse and our table had been damaged and that as they were sold out they could not deliver for Christmas.

This message was not personalized which implied they were notifying a lot of people, and asked us to fill in a form stating our order number, name, email address and preference as to whether we wanted a full refund or wait until mid-January for the item and a 30EUR credit to spend on something in their store and almost used it as an opportunity to plug new products being launched in the new year.

We contacted them to express our disappointment and concern and have heard nothing. Still we have no idea when the item we ordered in November will arrive, and as this was a Christmas present left us with limited time to arrange an alternative.

It appears they do a lot of Kickstarter campaigns and launch new products frequently, and whilst this is exciting and no doubt earns lots of attention and fills order books upfront at minimum risk, it doesn't appear they have managed to find the right balance between customer service, order fulfillment and creativity in product development.

Based on our experience, we would not recommend this company. It's nearly 2 months since we ordered and we're yet to receive a product, any form of update since the "warehouse accident" or the credit they offered for the significant delay and disappointment. We also note they only have 5* reviews on their website, use Facebook for most of their communication (which we do not use) and hence we have chosen to leave our review here.