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Noa and Nani issues
hfdka
Posts: 49 Forumite
Hello all,
I wondered if you could offer your advice?
I recently bought a new bedroom set for 3 of my children from Noa and Nani, the 4th is starting university this year so I’m putting the money for him towards helping with his accommodation costs.
We moved out of a DV refuge two years ago with nothing to my name, it’s taken me this long to save the money to buy them *new* furniture for the first time. I mention this not as a sob story but so you hopefully understand what a big deal this was to us.
I wondered if you could offer your advice?
I recently bought a new bedroom set for 3 of my children from Noa and Nani, the 4th is starting university this year so I’m putting the money for him towards helping with his accommodation costs.
We moved out of a DV refuge two years ago with nothing to my name, it’s taken me this long to save the money to buy them *new* furniture for the first time. I mention this not as a sob story but so you hopefully understand what a big deal this was to us.
Noa and Nani seemed like the epitome of a beautiful reputable brand and I think we were carried away with the beautiful images on their website.
I spent £1,900 and the furniture arrived 4 days ago. It arrived in 23 parcels (!) so it took me 3 days to unpack it working through the night.
Everything, bar a small cupboard and a toy box, has issues with missing or damaged parts. Not just small things but quite important things like bed slats, and a roof. The mattress which was recommended with a bunk bed also has an 8” gap between the end of the mattress and the bed, I’ve had to use my daughters old second hand mattress, it still has a gap but a slightly smaller one, which plugged with a rolled towel at least is a bit safer.
I contacted Noa and Nani through their website, as they don’t provide a telephone number, I found one through companies house but it goes straight through to a generic “welcome to virgin mobile” voicemail. I have not been able to find another number which has worried me.
I had to take photos of all the issues, fair enough, they wanted me to count the missing screw cap covers on one of the beds, given that their are 3 different sizes and literally hundred of screws I declined and asked that they just send a pack of each, I am a mum to 4 and a full time social worker and it would take me hours to figure out how many of each variation is need.
One of the beds has slats which don’t have predrilled holes, I have just put one in each corner slat for now so my son has a bed to sleep on, because they weren’t pre drilled they split one of the slats so I didn’t risk putting in more, I have an electric screw driver but not drill bit although I’m aware I can buy one. The bed itself also doesn’t have predrilled holes so it’s going straight into painted wood which again worries me re damage. I have asked for confirmation that these are the right slats, and if so, that my using them will not void the warranty.
Because of the issues I have 3 small items unopened which I’ve asked to return and two unopened mattresses, they are really thin and not great quality (the third same one was the one I opened for my daughters bed which didn’t fit). I’ve had to send photos of these in the unopened packages, which I have. I just couldn’t face opening more boxes only to find another piece of furniture which doesn’t work. As they are small bits the children have agreed they don’t need them.
I am still waiting for confirmation of when they will send out the parts, I have explained my daughter is sleeping on a mattress on the floor, our house is small so I’d put their old furniture on freecycle and anything left the charity shop collected it, bar their mattresses which I’m thankful I haven’t taken to the tip yet.
As there is a delay to them replying it’s now 4 days later, I figure the earliest we might get the missing parts will be a week after they arrived.
I spent £1,900 and the furniture arrived 4 days ago. It arrived in 23 parcels (!) so it took me 3 days to unpack it working through the night.
Everything, bar a small cupboard and a toy box, has issues with missing or damaged parts. Not just small things but quite important things like bed slats, and a roof. The mattress which was recommended with a bunk bed also has an 8” gap between the end of the mattress and the bed, I’ve had to use my daughters old second hand mattress, it still has a gap but a slightly smaller one, which plugged with a rolled towel at least is a bit safer.
I contacted Noa and Nani through their website, as they don’t provide a telephone number, I found one through companies house but it goes straight through to a generic “welcome to virgin mobile” voicemail. I have not been able to find another number which has worried me.
I had to take photos of all the issues, fair enough, they wanted me to count the missing screw cap covers on one of the beds, given that their are 3 different sizes and literally hundred of screws I declined and asked that they just send a pack of each, I am a mum to 4 and a full time social worker and it would take me hours to figure out how many of each variation is need.
One of the beds has slats which don’t have predrilled holes, I have just put one in each corner slat for now so my son has a bed to sleep on, because they weren’t pre drilled they split one of the slats so I didn’t risk putting in more, I have an electric screw driver but not drill bit although I’m aware I can buy one. The bed itself also doesn’t have predrilled holes so it’s going straight into painted wood which again worries me re damage. I have asked for confirmation that these are the right slats, and if so, that my using them will not void the warranty.
Because of the issues I have 3 small items unopened which I’ve asked to return and two unopened mattresses, they are really thin and not great quality (the third same one was the one I opened for my daughters bed which didn’t fit). I’ve had to send photos of these in the unopened packages, which I have. I just couldn’t face opening more boxes only to find another piece of furniture which doesn’t work. As they are small bits the children have agreed they don’t need them.
I am still waiting for confirmation of when they will send out the parts, I have explained my daughter is sleeping on a mattress on the floor, our house is small so I’d put their old furniture on freecycle and anything left the charity shop collected it, bar their mattresses which I’m thankful I haven’t taken to the tip yet.
As there is a delay to them replying it’s now 4 days later, I figure the earliest we might get the missing parts will be a week after they arrived.
I have asked repeatedly when the missing parts will be sent out and they’ve just dodged the question, asking for more photos or things like “have you checked the boxes to see if you’ve accidentally thrown them out?”, a set of bed slats? Nah I’d have seen that! Or “the cover is sent out with the slats on that bed, are you sure you didn’t receive it?”, erm I’m not lying!
it’s really changed something that was going to be exciting and a new chapter in our life, into a hassle and stress and the children are understandably sad about it, especially as I can’t confirm when their rooms will be finished.
it’s really changed something that was going to be exciting and a new chapter in our life, into a hassle and stress and the children are understandably sad about it, especially as I can’t confirm when their rooms will be finished.
I’ve always bought second hand and upcycled but I wanted the children to feel finally they had their own special spaces, somewhere they could relax in and have friends round. After sharing accommodation with other families in the refuge it’s so important to me that they have a “normal” life finally. The guilt of that time will stay with me for a long time and perhaps I overcompensate.
The questions I have, and if you’re still reading thank you! Should I just ask for them to collect it all for a refund? I don’t have the boxes anymore, they’ve already been broken down and I took them to the recycling centre, am I entitled to that? Most of the furniture is unpacked and at least put together bar the missing parts. I assume that although I’m covered by distance selling, as the goods are ”used” that doesn’t count? Does the fact that they are incomplete/damaged entitle me to a refund? If so could I expect them to come and collect it FOC?
Or could I ask for a partial refund? I could use the money to buy some nice rugs for the children’s rooms, or buy in some pizzas and a movie. If so is this a refund or a good will gesture?
I would really just love for the bits to arrive in the next day or two, we can finish the rooms and move on. I’m hugely disappointed by the quality, I can’t see the difference between these and furniture you can buy off certain auction sites. I hoped that as it was a British company I wouldn’t have the quality issues but we have.
What would you do in my situation? I’m at a loss. I’m just left with a really bad experience and disappointed for the children. Many thanks for any and all advice.
K.
The questions I have, and if you’re still reading thank you! Should I just ask for them to collect it all for a refund? I don’t have the boxes anymore, they’ve already been broken down and I took them to the recycling centre, am I entitled to that? Most of the furniture is unpacked and at least put together bar the missing parts. I assume that although I’m covered by distance selling, as the goods are ”used” that doesn’t count? Does the fact that they are incomplete/damaged entitle me to a refund? If so could I expect them to come and collect it FOC?
Or could I ask for a partial refund? I could use the money to buy some nice rugs for the children’s rooms, or buy in some pizzas and a movie. If so is this a refund or a good will gesture?
I would really just love for the bits to arrive in the next day or two, we can finish the rooms and move on. I’m hugely disappointed by the quality, I can’t see the difference between these and furniture you can buy off certain auction sites. I hoped that as it was a British company I wouldn’t have the quality issues but we have.
What would you do in my situation? I’m at a loss. I’m just left with a really bad experience and disappointed for the children. Many thanks for any and all advice.
K.
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Comments
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Just had a quick look at thier website and could not find any business address or contact details which I beleive is a legal requirement.0
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https://www.noaandnani.co.uk/faqs-i70CAN I STILL CONTACT YOU?
- Rest assured, our team of dedicated home workers are looking into all enquiries, you can either email us at support@noaanadnani.co.uk or speak to us on our live chat. Please bear with us and we will get back to you as soon as possible. Please note we have currently suspended telephone helplines in order to speed up our responses.
- Our social media accounts are no longer accepting queries or messages while we use our workforce to focus on our emails and live chats.
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Well ideally you would have checked all parts against the list, realised you were missing loads and rejected the whole lot.
But... assembling is beyond what you would do in a shop so you can't just return them now.
Put your complaint in writing and list exactly what parts are missing, giving them a 7 day deadline to send ALL missing parts.
We have a Noa and Nani mid sleeper bed which is fab but they seem so unorganised as a company. A random second set of themed curtain things turned up for it a week later and when I contacted them they never replied.
They have since had MANY complaints (google them!!) basically saying nice furniture when you actually get it!!
Good luck!Should've = Should HAVE (not 'of')
Would've = Would HAVE (not 'of')
No, I am not perfect, but yes I do judge people on their use of basic English language. If you didn't know the above, then learn it! (If English is your second language, then you are forgiven!)0 -
Thanks, I did see that. But the live chat has been disabled, there is no phone number and instead I have to rely on emails or website contact, all of which is taking time.sheramber said:
https://www.noaandnani.co.uk/faqs-i70CAN I STILL CONTACT YOU?
- Rest assured, our team of dedicated home workers are looking into all enquiries, you can either email us at support@noaanadnani.co.uk or speak to us on our live chat. Please bear with us and we will get back to you as soon as possible. Please note we have currently suspended telephone helplines in order to speed up our responses.
- Our social media accounts are no longer accepting queries or messages while we use our workforce to focus on our emails and live chats.
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I did check the number of parcels off, what I wasn’t able to do was open each box and check all the parts against the list. It would have taken all day to do that and I’m not sure the delivery company were up for it
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