MFI Problem

YOUNGE1

We ordered a bathroom and have had nothing but hassle from the start. The salesman ordered 2 sets of bath taps and that took several unanswered phone calls and trips to the store to sort out.
When delivered it came with the wrong and broken toilet, so went into MFI and discovered the wrong one had been ordered. Even though it was broken I had to pay for another one (same price) of correct model. The broken one was to be collected on a certain date (already arranged), but when I called to get delivery of the new one I was told that the delivery man was not in our area on that day, even though he was to pick the other one up! Eventually they agreed to deliver correct toilet and pick broken one up on agreed date. They were to contact us with a time slot, but did not, so I got a call with 15mins to get home (was impossible) so had to get toilet delivered to a neighbour and they were unable to collect the broken one. I had tried to contact them to get a time, but had been unable to contact them. Delivery man said it was MFI job and vice versa.

Another date was organised to pick up broken toilet and they did not turn up. again several phone calls later, which actually involved negotiating with the delivery company myself and managed to get the toilet picked up today. Then had to drive to MFI to get a refund. I had been waiting for a month.

We called them a week ago about a leaky radiator and a shower that does not run for about 15 seconds when turned on, and were told there would be a reply from the manufacturer in 48hours. still nothing.
Told the guy in MFI who did refund today and he phoned bathroom people and someone was to phone me today. Still nothing.

I have emailed MFI website about some of these problems and they have replied that they are only acting as agents on behalf of Mark 2 bathroom company and have passed it onto them. I have now lost count of the number of times I have phoned Mark 2 about all these problems and am closely coming to the end of the tether.

My understanding is that under the sale of goods legislation that MFI has a responsibility as the retailer to sort this out.

Any advice appreciated.

Rant over:mad:

[Deleted User]

I sympatise. I bought a sofa from MFI that belong to the Sofa Workshop range. It turned out to be defective so when I asked for a replacement they tried the same tactic with me, saying that I had to call SW, which I did and of course they told me to sort it out with MFI. I made several calls back and forth and got no where.

In the end I called MFI, asked to speak to a Manager and told him that I had read their terms and conditions and was aware of my rights and that I also happened to have a copy of the Sale of Goods Act. I said that I expected either a replacement or a full refund. He agreed to give me a full refund, no problem. :j Do not let them get away with it!

YOUNGE1

Thanks, good to know we are not alone.

I don't have particularly high expectations but this is unbelievably poor customer service from a national company.

YOUNGE1

Anyone else had probs with MFI?

Doozergirl

The thing with MFI is that you have to speak directly to the store manager and not their 0870 number or email to get anything sorted out. H has never had a call back fromt he store after calling their main number.

Do not ever expect to have anything picked up either. We are a regular customer of MFI and can get competitive prices, hence we help friends and relatives when they buy their kitchens. We've been told that MFI simply bin stuff that gets sent back, hence they are loath to do it.

We've had stuff picked up and refunded accordingly (still in packaging) - Friends still have the wrong bath which was sent to them a year ago in their garage (replacement delivered already) - H's sister ended up selling her oven which had a superficial fault (replacement provided) - I advised same to someone else on here who had the wrong doors delivered; they redelivered the new ones but didn't collect the old ones; so the originals ended up on ebay!

Nile

Hello YOUNGE1

I'll move your thread to 'The (Consumer) Vent' board.

Hi, Martin’s asked me to post this in these circumstances: I’ve asked Board Guides to move threads if they’ll receive a better response elsewhere(please see this rule) so this post/thread has been moved to another board, where it should get more replies. If you have any questions about this policy please email [EMAIL="abuse@moneysavingexpert.com"]abuse@moneysavingexpert.com[/EMAIL].

Regards

Nile

YOUNGE1

No problem

KILL_BILL

yes your contract is with mfi directly under the soga and you should deal with them directly

as people have mentioned your not gonna get anywhere with emails - but speak to the manger of the branch in queston over the phone - if that get you no where then call their head office and speak to their m.d - keep calling until you get it resolved

i would claim some sort of compansation for the hassle when resolved

burnoutbabe

i've had hassle with a bathroom install with MFI/Mark 2 - ordered 12 weeks and to be delivered on a Thursday with fitters (MFI) starting on the Monday.

they delivered all the bathroom apart from the sink, said it was out of stock :nuts: would be available in a months time. I then had no end of hassle arranging for a different sink to be sent (same design, 2 tap holes versus 1), as it was promised and would be "on the van" in the morning but not arrive by 1pm, and then i'd be told, no, was never on the van. Turned up by courior once (rattling so clearly broke before it arrived). finally arrived 3 weeks into the installation.

strong letter to MFI about it, got £100 back from them. Not sure they ever did pick up the broke sink, the fitters took it.