DiningTable123.co.uk

pinkclouds

I ordered a butterfly table on Sunday (with next working day delivery included), which duly arrived today. However, it is damaged - one half of the table top (i.e. one half of the butterfly) is completely detached. The hinges are bent, the screws have fallen out and you can see the marks of the weight/force where the screws have ripped out of the wood. I telephoned the website to complain and ask about a replacement. I have so far spoken to one person who seemed to know very little and received one email, which seems to be the result of a web form filled in on my behalf?? I specifically wanted to phone so I wouldn't be fobbed off with an email.

I'm really rather cross. My hallway is blocked by two large boxes, I don't have the table I ordered (it's unusable) and I have no idea when/if anything will actually be done about it.

Anyone have any dealings with this company before? Anything reassuring to tell me? (They are also known as Furniture123.co.uk, judging by their email addresses.)

Alternatively, if I don't get anywhere with my complaint, any suggestions on what I can do next? I can't even write off the money and bin the rubbish (without further loss) because, I'm pretty sure, local councils charge you to have big one-off items of rubbish collected. So, so annoying. For a company offering next day delivery I'd have expected replacements to be dealt with speedily too...

PZH

pinkclouds wrote: »

I ordered a butterfly table on Sunday (with next working day delivery included), which duly arrived today. However, it is damaged - one half of the table top (i.e. one half of the butterfly) is completely detached. The hinges are bent, the screws have fallen out and you can see the marks of the weight/force where the screws have ripped out of the wood. I telephoned the website to complain and ask about a replacement. I have so far spoken to one person who seemed to know very little and received one email, which seems to be the result of a web form filled in on my behalf?? I specifically wanted to phone so I wouldn't be fobbed off with an email.

I'm really rather cross. My hallway is blocked by two large boxes, I don't have the table I ordered (it's unusable) and I have no idea when/if anything will actually be done about it.

Anyone have any dealings with this company before? Anything reassuring to tell me? (They are also known as Furniture123.co.uk, judging by their email addresses.)

Alternatively, if I don't get anywhere with my complaint, any suggestions on what I can do next? I can't even write off the money and bin the rubbish (without further loss) because, I'm pretty sure, local councils charge you to have big one-off items of rubbish collected. So, so annoying. For a company offering next day delivery I'd have expected replacements to be dealt with speedily too...

Crikey - give them a chance.

They should replace the item at their cost or maybe offer a refund and removal of the item at their expense.

However, bear in mind that a written record of things said/ promised/ done is much, much better than a verbal conversation.

Oh - and keep calm and don't go shouting down the phone at them - things like this do happen at times regardless of the company.


If all else fails and assuming you paid by CC then contact your card company.

pinkclouds

Well I'm a bit calmer now - I just don't like surprises. I still feel like it's my fault for using an unfamiliar company. I suppose I was hoping someone would post that this company is a big name, etc, so I'd feel more comfy about the situation.

PZH

pinkclouds wrote: »

Well I'm a bit calmer now - I just don't like surprises. I still feel like it's my fault for using an unfamiliar company. I suppose I was hoping someone would post that this company is a big name, etc, so I'd feel more comfy about the situation.

Yes - always a shock and big disappointment when something arrives damaged. It's certainly not your fault at all - and people are better protected these days when ordering off the internet and use the right type of card.

But, sometimes it is the smaller companies that give the better Customer Service - and don't forget that businesses have to start somewhere so not all of them will have reviews (good or bad).

If you do not hear anything back from them by the end of the week - send them a recorded letter stating that you are rejecting the goods as damaged and state what you would like them to do about it - replace, refund or repair - and by when, but, give them a reasonable chance to do whatever you request. I know you ordered next day delivery but this is now beyond that point.

dmg24

I ended up having to do a CC chargeback with Furniture123. They promised a refund that never happened, and then ignored my emails. Good luck!

pinkclouds

dmg24 wrote: »

I ended up having to do a CC chargeback with Furniture123. They promised a refund that never happened, and then ignored my emails. Good luck!

After phoning again yesterday morning, and persistently asking (politely, I hope) for some accurate time scales, I managed to get my call transferred to someone more knowledgeable and had the damaged table collected yesterday afternoon. I am now waiting on a refund (as the product is now out of stock). Fingers crossed it materialises in due course!

Ignoring red herrings like telephone line call quality and individual accents and so on, I could be totally wrong but... I get the feeling that maybe someone is running a web business with outsourced telephone operators and drop-shipping product suppliers? Maybe it is an unfair speculation, on my part. It's just a feeling I have.

PZH

pinkclouds wrote: »

I am now waiting on a refund (as the product is now out of stock). Fingers crossed it materialises in due course!.

Hope it all goes through without a problem for you. :T