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First Furniture.co.uk

24

Comments

  • BAD EXPERIENCE :mad:

    I purchased in January 2013 a White Wood Storage Unit 3 with Maize Baskets White Liners, cost £72.21.When it arrived I was very disappointed with the quality and finishing of the product compared with the description on the website. I contacted the seller (very difficult to speak to anyone), sent a letter asking for a refund. This took two months to resolve, I finally posted back the item at a £9 cost to me. First Furniture then refunded only £52.21 to me on 18th March, the £20 difference taken of was for a restocking fee.

    I have never had such bad customer service. To resolve this simple matter took 6x phone calls and two threatening letters.

    Companies such as this should be struck of for the way they treat customers and to say an item has a restocking fee plus they do not refund you for the returns delivery is criminal.

    Has anyone else here had a similar experience?
  • Chickabiddybex
    Chickabiddybex Posts: 1,346 Forumite
    Tenth Anniversary Combo Breaker Savvy Shopper!
    I thought it was quite legal to not reimburse returns fees (just bad service if there's something wrong with it) They're treating you as though there was nothing faulty with the product. If it was faulty then they should give you a full refund. If you just didn't like it because you assumed it would be of a higher quality then they are well within their rights to charge you to send it back.
    Hi. I'm a Board Guide on the Gaming, Consumer Rights, Ebay and Praise/Vent boards. I volunteer to help get your forum questions answered and keep the forum running smoothly. Board guides are not moderators and don't read every post. If you spot an abusive or illegal post then please report it to forumteam@moneysavingexpert.com (it's not part of my role to deal with abuse). Any views are mine and not the official line of MoneySavingExpert.com
  • MamaMoo_2
    MamaMoo_2 Posts: 2,644 Forumite
    I thought it was quite legal to not reimburse returns fees (just bad service if there's something wrong with it) They're treating you as though there was nothing faulty with the product. If it was faulty then they should give you a full refund. If you just didn't like it because you assumed it would be of a higher quality then they are well within their rights to charge you to send it back.

    Firstly, the seller's terms and conditions or returns policy should state who pays the cost of returning goods.
    If they don't state this, then the seller has to cover the cost. In this case the seller states that the buyer is responsible for return costs.
    Secondly, awhite6000 had a right to return under DSR's, a right which by the sounds of it they exercised. Under DSR's, sellers cannot charge a restocking fee, and the seller should have issued a full refund.
    Their T&Cs are also illegal as they state goods must be unassembled and in original packaging, which is not the case.
  • Chickabiddybex
    Chickabiddybex Posts: 1,346 Forumite
    Tenth Anniversary Combo Breaker Savvy Shopper!
    As for a restocking fee I can't comment but DSRs don't make people refund return postage.
    Hi. I'm a Board Guide on the Gaming, Consumer Rights, Ebay and Praise/Vent boards. I volunteer to help get your forum questions answered and keep the forum running smoothly. Board guides are not moderators and don't read every post. If you spot an abusive or illegal post then please report it to forumteam@moneysavingexpert.com (it's not part of my role to deal with abuse). Any views are mine and not the official line of MoneySavingExpert.com
  • MamaMoo_2
    MamaMoo_2 Posts: 2,644 Forumite
    edited 3 April 2013 at 1:11PM
    As for a restocking fee I can't comment but DSRs don't make people refund return postage.

    As I said, unless the retailer specifies in the T&Cs that the buyer is responsible for return costs, then the retailer is responsible or these costs.
    From the OFT here
    Only if it is covered in the contract and the written information can you require the consumer to pay for the cost of returning the ordered goods. If the consumer then fails to return the goods, or sends them at your expense, you can charge them the direct cost to you of the return, even if you have already refunded the consumer’s money. You are not allowed to
    make any further charges, such as a restocking charge or an administration charge.
    If you do not include these details in the required written information then you cannot charge anything. You can never require consumers to pay the cost of returning substitute goods. If the goods are faulty or do not comply with the contract, you will have to pay for their return whatever the circumstances.

    In this case, the company specify in their T&Cs that the buyer is responsible, so in this case they aren't breaking the law by not refunding return postage. They are, however, breaking the law by charging a restocking fee.
  • Chickabiddybex
    Chickabiddybex Posts: 1,346 Forumite
    Tenth Anniversary Combo Breaker Savvy Shopper!
    From their website:
    "Returns Procedure
    You may deliver the goods back to our warehouse or alternatively we can arrange collection at a minimum cost of £50 which we will deduct from the refund.
    Please note this returns policy does not apply to items that have been specifically tailored to your requirements or special order items which may be subject to a restocking fee of 50%."
    Hi. I'm a Board Guide on the Gaming, Consumer Rights, Ebay and Praise/Vent boards. I volunteer to help get your forum questions answered and keep the forum running smoothly. Board guides are not moderators and don't read every post. If you spot an abusive or illegal post then please report it to forumteam@moneysavingexpert.com (it's not part of my role to deal with abuse). Any views are mine and not the official line of MoneySavingExpert.com
  • MamaMoo_2
    MamaMoo_2 Posts: 2,644 Forumite
    From their website:
    "Returns Procedure
    You may deliver the goods back to our warehouse or alternatively we can arrange collection at a minimum cost of £50 which we will deduct from the refund.
    Please note this returns policy does not apply to items that have been specifically tailored to your requirements or special order items which may be subject to a restocking fee of 50%."

    awhite6000 sent the goods back themselves, so the £50 fee for collection is irrelevant.
    The item was not tailored to requirements nor was it "special order". It also depends what the seller classes as special order, but as long as the item isn't tailor made or personalised, they also can't refuse a return or charge for said return.
    As long as the item is sent back under DSRs, whether the seller tries to say otherwise in the T&Cs or not, it is still illegal to charge a restocking fee.
  • daisyroger
    daisyroger Posts: 55 Forumite
    Look if depends on you what services you like the most. I think you should take a deep look if you are going to spent much amount of money for the furniture. Find their customer reviews on the products and if they have good star rating then definitely customer like their products and services.
    Thanks
  • Hi there! Tell pls where is best to buy furniture in the UK? With your customer experience (hopefully positive)
  • jwruk
    jwruk Posts: 205 Forumite
    Peter_W. wrote: »
    Hi there! Tell pls where is best to buy furniture in the UK? With your customer experience (hopefully positive)

    What sort of furniture? Bed, table, chest of drawers, chairs?

    Horse for courses.
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