Scam furniture company - how to get money back?

JELLYBABY_2

Hi
Stupidly ordered some furniture from Furniture Today without doing a search to see if anyone had had problems with them. The website was impressive and their returns policy, customer testimonials etc.
There was a 6 week wait, fine, got email confirmation saying furniture would be in warehouse last week and that I would receive an email outlining delivery date...no email. Rang Customer Service number....waited over 15 mins...finally answered, took ref no....left me hanging, didn't come back to phone! Rang Sales, answered straightaway (what a surprise!) who told me they would check the warehouse and ring me back today at 1pm. No phone call. Just got off the phone with them and the same woman I spoke to last week (she denied this) tells me there has been a delay and she'll phone me back today before 6pm.
In mean time, I've searched for their company name and the word problems and hey presto, loads of people still waiting for someone to pick up the phone, answer an email, send furniture out, deliver on their promises of refunds!!!!!
Yeh, I know I've rambled on.......question is finally, how do I get the money back off my credit card? Do I need to 'attempt' to cancel with the company first then when they fail get in touch with my bank or can I inform my bank now?
Feel like such a div!! :mad: Will deffo be reporting this company to whoever I can! Please help someone

trumpton

Hi - here is the bit from Consumer Direct about cancelling an order.

http://www.consumerdirect.gov.uk/after_you_buy/buying_at_home/returning-cancelling/

I think you should be able to cancel in writing, by registered post of course, and get a full refund. I am assuming the goods are not being specially made/custom made for you, as it is different then.

If the company do not refund you will need to go to your credit card company.

I have known people in similar situations - ordered furniture, no sign of a delivery date, cancelled and did a charge back through the cc company.

Hope this helps.

JELLYBABY_2

Thank you

Am now in the process of seeing when/if they refund me. I would advise anyone to avoid this company - worst Customer Service I've come across in my life! Such a shame as the furniture was lovely, still need to find narrow cupboards for my hall now.

trumpton

I forgot to say that it's an idea to give them a deadline, eg. refund to your card within 7 days, plus everything in writing by recorded delivery. Keep clear notes of any phone calls etc. Then go to cc company and report to Trading Standards if you don't get any joy.

I always pay by cc card if possible as it gives you another avenue if the company let you down.

JELLYBABY_2

Well they have said they will refund within 30 days but I'm not happy with that really, they've had my money since the morning after I ordered on 5th May - not slow to take it are they!
Actually I added a review on that review site I mentioned in the OP on their service warning others not to use them and mentioned that I'd found their business up for sale. Got a call from the Managing Director telling me he was sorry I'd had problems but that what I'd written could be classed as slander!! This from a company who don't call back when they say they will, don't deliver goods, nor answer phones, lol, guess that's the way to get to speak to them! He said I could have a refund the next day so I'm going to email them back and say 30 days is a joke, and quote Section 75, trading standards,Watchdog, etc. I don't take too kindly to evening phone calls accusing me of slander either, has to be false accusations to be slander from what I remember?!
Funny thing is, the review was anonymous, so their staff must have recognised the description of their poor service that way to match it directly to me!
Thanks for the help and I will send a copy by Recorded Delivery too (hadn't thought of backing up the emails) although the address given is the one up for sale so lets hope someone is actually still present there to sign!

maninthestreet

JELLYBABY wrote: »

Well they have said they will refund within 30 days but I'm not happy with that really, they've had my money since the morning after I ordered on 5th May - not slow to take it are they!
Actually I added a review on that review site I mentioned in the OP on their service warning others not to use them and mentioned that I'd found their business up for sale. Got a call from the Managing Director telling me he was sorry I'd had problems but that what I'd written could be classed as slander!! This from a company who don't call back when they say they will, don't deliver goods, nor answer phones, lol, guess that's the way to get to speak to them! He said I could have a refund the next day so I'm going to email them back and say 30 days is a joke, and quote Section 75, trading standards,Watchdog, etc. I don't take too kindly to evening phone calls accusing me of slander either, has to be false accusations to be slander from what I remember?!
Funny thing is, the review was anonymous, so their staff must have recognised the description of their poor service that way to match it directly to me!
Thanks for the help and I will send a copy by Recorded Delivery too (hadn't thought of backing up the emails) although the address given is the one up for sale so lets hope someone is actually still present there to sign!

Slander is spoken defamation, libel is written - seems like they have no clue at all. Invite them to sue you.

Timalay

Surely it's neither slander or libel, it's your personal experance. That's what I would tell the MD.

JELLYBABY_2

maninthestreet wrote: »

Slander is spoken defamation, libel is written - seems like they have no clue at all. Invite them to sue you.

Thanks I thought there was a distinction between spoken/written but couldn't remember which way round it was. Surely it's not libel either if they *are* selling part of their business He was awfully put out about it, told me his staff weren't happy to read the business was being sold! Well maybe they should be answering the ringing phones and sending email replies instead of mooching around review sites online!

Still sad about my empty hallway though, wonder if there is a way I could find out who their supplier is and get the furniture from them?

Timalay

Any update on this JELLYBABY?

JELLYBABY_2

Yeah an update would be useful, sorry Timalay and anyone else who may be reading and hoping for information.
Following the phone call with the 'slander' guy I sent an email outlining my thoughts at being accused of slander, my disappointment with the whole communication process (or rather lack of!) and making it quite clear that I required an immediate refund. I mentioned that since they were making changes to their procedure on their website I couldn't trust their T&C's hadn't also recently been changed on a whim and without notice to existing customers so 30 days was not acceptable.
So I received a full refund and an apology the very next day. Result. I'm so relieved we didn't lose the money but still sad as I still haven't found any furniture of the same dimensions for my hall!!

Thanks to everyone here who helped.

shadowknightz

Well done on receiving a refund. Updating us was nice, too, because I see many threads where people have given advice and the OP has never returned to say if they were successful or not. Leaves me disappointed!