furniture123 - What despicable people

thedr

I ordered a hall mirror from furniture123 back in 2014. It took ages to arrive, weeks. It missed the first promised delivery date by weeks. When it arrived, I was due to leave home for a while and didn't have chance to check the order. I realise I should have done this and it was my mistake, but I was in such a rush.


Upon returning and opening it a few weeks later, I found the glass to be cracked. I let them know but they told me that it was past the date of return. I then explained to them my situation. They apologised and sent me a link to return the product. However, after I posted it, I got an email back saying I'd been rejected for a return again. Such sadistic behaviour on their part.


Unfortunately when I used their website originally to buy the product, it would not accept the credit card that I've used everywhere else online (Amazon, ebay, Debenhams etc), so stupidly I used a debit card instead and now have no protection. Are they deliberately rejecting credit cards to avoid extra protection to customers?


What a terrible way to treat customers and what a terrible way to treat someone trying to do good abroad on behalf of his country.


Thank you for nothing furniture123. You are despicable.

DavidJonas

Two questions.

Firstly, how long was it between receipt and complaint?

Secondly, who has the mirror now?

In theory you have quite a bit of protection as a consumer. A company can have all the policies it wants but nothing overrides basic consumer protection.

If you got a broken mirror then it is not fit for purpose and you are entitled to a refund. The longer you delay the more the onus shifts from them to you in order to prove it was unfit. But we are talking a while here. A couple of weeks does not kill your consumer rights.

It certainly doesn't seem right that they have both the mirror and the money, after advising you to return it (and making you pay the postage!).

Was it very expensive?

macman

The reason is quite simple. In order for them to make a claim against their courier, who presumably caused the damage, they need to submit that claim within a reasonable period of time. You don't say how long you waited to claim, but what would be reasonable: 7 days, 14 days, 3 months?
There has to be a cut-off date at some time, and the fact that you were 'in a rush' is not their fault.
Most people would consider 7 days a reasonable time frame to inspect a delivery.