wardrobe got pieces missing......what to do??

magoogy

i ordered a wardrobe from very catalogue which is lovely but, it is meant to be a double and single with the single split into two separate hanging parts for shirts and pants.....

but, the pole for the separate hanging was missing and there was no screws either....i only chose this one because of the separate part too...

anyway i have contacted the catalogue and they arranged a package to be sent out - they said i had to take out the pieces i wanted and arrange a return of rest and they have charged £95 to my account until they receive the returned pack back.....i explained i had no storage space as my husband was disabled and £95 seems a lot so are they sending a large pack out? they couldnt say and said this is the only way they can do it...

the pack came today and it was indeed the full wardrobe again - there was no way i could store it so i had to refuse delivery.....i mean that is pathetic sending out such a large item for a couple of small screws and a pole....

ive just been on the phone to them and advised them i have refused delivery and they have said there is no other way to give me the pieces...so basicly i am screwed...i am left with a wardrobe that isnt as it is meant to be....im annoyed because the split wardrobe idea was a really good one and thats why i chose it.....i asked if they could arrange for someone to take the parts out at the warehouse but no, they wouldnt budge....

im just wondering whether i should just forget it or push for some discount on the item? is there anything else i could do??

also - can i buy the poles separate at a diy shop??

thanks

NeverInDebt

I had exact same thing happen to me a couple of years ago with another catalogue, Littlewoods

magoogy

very is infact littlewoods - just trading under a different name.....

NeverInDebt

I had a feeling it was

vicshippers

But they told you they were sending it out, I really don't think you should have refused it even though they weren't really clear that they were sending a complete wardrobe.

It's a very (excuse the pun) strange process to send a wardrobe out for you to pick the parts you need, but they do this as they don't have anybody in the customer service teams that has enough experience to help isolate the parts that were missing. One of the risks when you order budget furniture from a non-specialist.

4743hudsonj

maybe budge accept the package and take a few spares;) haha

magoogy

i did actually say in the original post the reason why i cant store a big huge wardrobe - my hubby is disabled and we dont have the space to store anything because it takes away floorspace and hinders his walking....which i also explained to the catalogue but, they didnt want to know...

youd think they could sort out some way to get the parts to me but, obviously im not that important a customer...

so - any ideas on what my rights are? can i insist on a discount on the goods now?

thanks

OlliesDad

Unforutnately with larger companies they have very automated warehouses with few staff and they dont have the facilities to deal with obscure obstacles such as a parcel missing parts.

The company i work for has a very similar process and while it is very annoying, when a warehouse is dealing with 4000 orders a day among 50 staff, it is the easiest way (not neccessarily the best customer service though) but if other orders were delayed while they were unpacking boxes then it would cause more hassle.

The only way forward would be to accept the parcel and take the parts or send the whole lot back.

4743hudsonj

maybe get them to send it, take the parts you need out (or you think you may need) and then get the same delivery guy to send it back saving you the trouble of arranging return and storage. and saving them the trouble of losing out on further costs and or hassle.

magoogy

i asked if they could send it and allow the van to wait while i take out the pieces and then take it away but no they wont even let me do that.....surely this would only take 10 minutes at the most....

Becles

We had the same problem with MFI. We bought my eldest son a metal framed high sleeper bed with a futon underneath. When it came, it was in loads of parts all wrapped up in bubble wrap, poly bags, and corrugated cardboard. It took nearly an hour just to unwrap all the bits! My husband and me spent over two hours building it, and just as we finished and were about to screw the ladder on, we realised the two big bolts to hold it on were missing.

We rang MFI and asked if they could send out the missing bolts. Apparantly not. The only solution would be to dismantle the bed, pack it all up again, and they would collect it and deliver a complete new bed.

Needless to say we told them to forget that and just went and bought a couple of bolts from the DIY shop in the next village.

I'm sure DIY places will sell a pole and brackets. It might be easier just giving in and buying your own pole.