Oak Furniture Land - refusing to take away packaging for faulty items

regency_man

I ordered a console table, it arrived 2 weeks later in appalling condition, not manufactured correctly with one external tenon joint completely exposed and the opposite corner completely smashed in. I was forced to store the faulty item and enourmous packaging box for a week before a replacement could be delivered. The replacement was also damaged with a corner smashed and a huge chunk taken out of the top, and they refused to take either the old or new packaging away, they chucked the original faulty item in the back of their van wihtout any packaging in a manner that made it clear it was going to be scrapped.

Contacting OFL again they said the only option was to wait another week for a replacement, but this time they would actually do quality check on the item before it left the warehouse (amazing that they don't quality control their stock as it is!). I asked if their delivery team could also take the packaging away this time as we would now have 3 enourmous boxes and a huge pile of polystyrene to dispose of. Customer service rep said this was only possible with Premium Delivery which would be additional cost. Asked if they could upgrade the delivery for free given that we'd already been delivered two faulty items, customer service rep refused point blank to do that or offer any other concession.  Very poor customer service.

With this shocking service I decided it wasn't worth any more of my time so I cancelled my order, the customer service rep arrogantly reminded me it was still my responsibility to 'appropriately store' the faulty furniture until it could be collected, but they would still not be taking away the packaging.

I appreciate this may seem a small issue but we're not talking small amount of packaging here, it's two huge cardboard boxes (about the size of a chest freezer each) and a pile of polystyreme and plastic wrap the size of a good bonfire.  There is no way for me to dispose of this other than making a special trip to the landfill site and they require you to book in these days.  Surely the packaging is part of the faulty goods they delivered and it is their responsiblity to take it away?  Do I have rights here?

marcia_

regency_man said:

I ordered a console table, it arrived 2 weeks later in appalling condition, not manufactured correctly with one external tenon joint completely exposed and the opposite corner completely smashed in. I was forced to store the faulty item and enourmous packaging box for a week before a replacement could be delivered. The replacement was also damaged with a corner smashed and a huge chunk taken out of the top, and they refused to take either the old or new packaging away, they chucked the original faulty item in the back of their van wihtout any packaging in a manner that made it clear it was going to be scrapped.

Contacting OFL again they said the only option was to wait another week for a replacement, but this time they would actually do quality check on the item before it left the warehouse (amazing that they don't quality control their stock as it is!). I asked if their delivery team could also take the packaging away this time as we would now have 3 enourmous boxes and a huge pile of polystyrene to dispose of. Customer service rep said this was only possible with Premium Delivery which would be additional cost. Asked if they could upgrade the delivery for free given that we'd already been delivered two faulty items, customer service rep refused point blank to do that or offer any other concession.  Very poor customer service.

With this shocking service I decided it wasn't worth any more of my time so I cancelled my order, the customer service rep arrogantly reminded me it was still my responsibility to 'appropriately store' the faulty furniture until it could be collected, but they would still not be taking away the packaging.

I appreciate this may seem a small issue but we're not talking small amount of packaging here, it's two huge cardboard boxes (about the size of a chest freezer each) and a pile of polystyreme and plastic wrap the size of a good bonfire.  There is no way for me to dispose of this other than making a special trip to the landfill site and they require you to book in these days.  Surely the packaging is part of the faulty goods they delivered and it is their responsiblity to take it away?  Do I have rights here?

 Break it down and take it the tip? 🤔

born_again

Personally I would have put faulty item back in packaging for them? 

pinkshoes

It implies in your post that you have not had the faulty item collected yet. If not, just wrap it back up in the original packaging (both lots) and hand it back. 

regency_man

pinkshoes said:

It implies in your post that you have not had the faulty item collected yet. If not, just wrap it back up in the original packaging (both lots) and hand it back. 

Hadn't thought of that... it'll be a mess, but not my problem!  Cheers!