furniture@work or furnitureatwork

Lady_K

I'm having a huge amount of trouble with www.furnitureatwork.co.uk. If you are thinking of buying any office furniture please don't put yourself through it just don't use this company. I will never use them again or recommend them to anyone

To cut a long story short basically I ordered 2 office chairs from them, one of them arrived damaged. I rang 20 mins after delivery to report the fault. At first they said they would replace the whole chair and I would get a call back letting me know when it was due to be dispatched also an email conformation regarding the reported fault, niether of those happened. I waited for the replacement which also never happened. I rang back again and they said nothing was showing on my account of the reported fault. I was so angry as I had waited 10 days for the first delivery and now I had waited again for this replacement only to be told I'm going to have to wait again. They are absolutely the most abominable customer services I've ever encountered. You cannot get to speak to a supervisor or manager and they have never answered one of my so far 9 emails to them. They only say this will be escalated to a manager who will call you back in 24 hours I have been told this 7 times now and not once has a manager rang me.

I have had to ring almost everyday chasing this up and the staff really are not phased by these complaints at all. They told me that it would be quicker to have the part replaced and I explained in detail what part it was which was plastic under the chair that had a crack in it and a hole. I waited yet again another 10 days, these are working days by the way only to recieve a chair lever mechanism part! they had ordered the incorrect part. How can a metal lever have a crack and a hole in it I couldn't have explained it any clearer to them so again I ring up and cant get to speak to any manager or supervisor just the call staff who again say a manager will ring in 24 hours and the correct part will now be sent out. No one rang again. It is now past another 10 days and on the last call I was told to expect it on wednesday this is after endless calls. The staff get very very rude and really couldnt care less.

I was thinking tonight about the part they have ordered for me and I'm now worried because they said its a chair skirt but the seat part came intact with the lever mechanism the plastic underside and the leather top part all as one so I'm thinking what they call the seat skirt will be the plastic bit under the chair. If so I'll have to undo all the damaged one to fit that new part. It might not seem a lot to do but I'm worried if it wont go back together as well as its been done in the factory and even now more worried as I looked up reviews on the internet about them and they really have got loads of really bad reviews with people saying all the things I'm experiencing now. One in particular wrote about recieving a chair part rather than replacement chair and when he fitted it the whole chair failed. Here are some of them

http://www.reviewcentre.com/reviews5335.html

I want the whole seat at least replaced as one part or a complete chair change but I just know this will not be easy to get done with them and will mean me waiting ages and ages again to get it delivered and no doubt loads of phonecalls from me in the mean time. I have a chair that I've paid for but can't put up or use.

Am I being fussy by not wanting a part replacement? It will just mean I have to take the seat into 3 parts to refit the new part but it's the risk it may not go back I'm worried about. They arent originally delivered in these separate parts they are partially assembled

jumpingjackd

Have to agree with everything youy say about their customer service. It is appalling. We waited months for a delivery from them.

furndire

By now I would be saying take it back, and give me my money. Forget the spare parts, the chairs faulty don't get a repair or whatever.

Lady_K

Yes that is what I think really but I just don't trust them to refund the money they are so bad. It could take them months and so much hassle to deal with. I also don't know if they legally have to refund me after so long either even though the delay has been all thier fault. I don't actually have any written proof of my complaint being made 20 mins after delivery as they never confirmed by email as they said they would.

There is another site that sells the exact same chair and delivers free in 2 days so I don't know why these say 5-10 working days and they don't even stick to within that. They must make a fortune on thier 0870 number with these complaints

Lady_K

I rang again this morning and the woman that answered was so very rude, she has spoken to me previously during this saga and she was the same then. I expressed my concern reg the part. She then forcefully told me "LOOK! I've told you, this is being dealt with! She said if the part turns up incorrect all you have to do is ring back and order a different one. I said if only it was that simple and if it was I wouldn’t have been on the phone yet again after all the promises and waiting and things not turning up and wrong parts being delivered. I said I had paid for a chair and not been able to put it up or use it yet and I was constantly being fobbed off and having to wait in for things that don’t arrive. I asked to speak to a manager to which she said there weren’t any and I said I’m sorry I do not believe you the staff don’t run the place in there own. She huffed and puffed and said “Why are you continuing to persist on something that’s already being dealt with you will get a call back from a manager!” I told her I’m sorry I wasn't happy with that because call backs are in 24 hours and in all the times I've been told that I’d get a call back from a manager I have never received one so no I wasn't going to be happy and accept it. It really annoyed her because while customers are told on every call you’ll get a call back from a manager and they accept it they are happy as they can end the call and move to the next unhappy customer, it makes things easier for them. They may as well have it on a recording. Miraculously she nastily said "FINE! if you want to wait on the phone line that’s up to you but there’s no one available at the moment!" and she abruptly left the line without giving me a chance to say anything as though I was doing wrong by complaining, it felt like I was making her job more difficult and she wanted to punish me for it, totally disgusting attitude. They just don’t seem to remember that you’re a customer and wouldn’t be on the phone if there wasn’t a problem. No one ever offers to ring back so that the customer can wait at the expense of them either.

After a wait of about 15 minutes a manager came to the phone, she seemed more efficient but really after all this I have so little faith. She told me that unfortunately the warranty with this chair will only cover for parts even though it’s never been put up or used and even though I called 20 mins after it was delivered.

I told her my concern that if I have to dismantle the faulty chair part to put the new part in I was concerned it wouldn’t go back together properly. I said I wanted it at least changed for the part set up as it was delivered in the first place with the seat part intact as one part. She looked at the part that was ordered on Friday and it in fact isn’t even the right part anyway so what’s due to e delivered this week is another incorrect part. I’m still left wondering how long I’m going to have to wait to get this sorted and I really don’t believe they are going to send the part all intact. I have been given no delivery date again. I don’t know what rights I have it’s never been used or set up. I also have read in the reviews of people who chose to return things for refund and haven’t received money back for months and months they make everything so difficult.

DjP

Yes

same problems with these guys ...

grrrrrr

ordered 80 chairs with linking on them

had checked all the mesurements of chairs - to make sure they would fit

recieved 78 chairs but:

no linking

different colour

much bigger (no good for us as wouldn't fit them all in now)

different shape

different weight

different design (completely)

... ok basically different chairs to what we ordered


grrrrrrr

phoned them up

told us "oh they don't make the ones you wanted any more these are the same code but they are the new style ... we don't have any of the old chairs left"

where were the two chairs we were owed?

we were promised them and promised them

we were also promised that they would send someone to put linking onto these chairs (the ones we ordered would have had them on as standard)

over a month later - no linking but ... the last two chairs that we had ordered came

these were of the style that we originally ordered - so what we actually wanted - but now we had 2 styles of seats grrrrrrrrrrrr

so we have 78 of one style and 2 that are correct

they of course wouldn't exchange the rest - as we had used them

because to store the new chairs we had to get rid of the old ones on the same day (before) the new ones arrived ... forgot to say they messed up this too ... they weren't delivered on the promised date ... so we had to borrow chairs from elswhere for two weeks


BUT get this two mmonths later we get a call from furniture at work

asking for "general feedback"

when I explained what had happened - I got an "oh" and the phone suddenly went down



NEVER use these people

so upset after all the time we put in to get the right shaped (size) chairs with linking ... to end up spend £3,000 and get screwed


NEVER NEVER NEVER

buy off these people

DjP

now is about a year later ...

of course no linking

they never bothered


just as you should NEVER buy from these people

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