furnitureinfashion.net have a funny idea about customer service!

My first order from FiF had been excellent. Quick, good product, no issues. Happy days and £500+ well spent.

My second order from Furniture in Fashion arrived today. Oh dear. I ordered £120 worth of breakfast bar stools, all the same model. However when they arrived they were totally different. Two had padded basses, two had hard bases. Two were in white, two were in cream. Both boxes had the same model number on it and no damage so we signed when we recieved. They both said white on it.

I queried this with Furniture in Fashion and check out their reply which even with my limited knowledge breaks most of the distance selling regulation, my rights and so on (even breaks their own website T&Cs). They refuse to acknowledge the issue and say because they checked it before it left the warehouse it was fine.

I've got pictures of the four stools, but can't upload at work. Will do tonight.

They couldn't even get my name right.

My e-mail:

Hi team,

The courier has delivered my order of four bar stools. However two of them are entirely different to the other two. I attach a picture of one wrong one (left) next to a right one (right). I need the two wrong ones collected and the correct ones delivered. If you don't have any in stock please arrange to collect all four as I need four matching items.

Thanks

Their e-mail:

Dear Ana Rebollar,

Thank you for submitting a ticket with the relevant information in order for our after sales department to investigate and resolve your issue in a timely manner.

We are very sorry to hear you have received your item with the faults/ colour issue as stated on your ticket since we deliver quality goods along with a quality service. This type of issue is very rare and we can only apologise for the inconvenience caused and will try to get this resolved for you in line with our terms and conditions

The support department and the warehouse has just looked into your order and has confirmed when the item was collected from the warehouse by our couriers there was no missing parts or damages, defects of any sort nor this can be a manufacturing fault as we do through quality checks of all parcels before it leaves our warehouse. Our warehouse has also confirmed a quality control check sticker was labelled with the parcel therefore this is impossible for damages, missing parts, or any defects.
As we have gone through your images and we have noticed that you have assembled the chairs.
As you need to inform us before assembling the item.
Therefore on this occasion your claim has being denied as you are in breach of those terms and conditions.

Kind regards
MARK
Furniture in Fashion
Support Department