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Hello Fellow Consumers
You wouldn't believe what I received for £200 plus postage and package (non-refundable) from Furnisho of Hull. Well I ordered two Jeeves Bowler Hat Pendant lights and what I received was:
Two extremely dodgey Bowler Hat lights in the following condition:
1. Delivered in a box that had random filthy pieces of broken up polystyrene inside with footprints on the polystyrene.
2. No proper packing around the lights.
3. The wiring on both lights was damaged and split and very dangerous.
4. The wiring had no earth on either lights and when tested by an electrician they blew two brand new bulbs and the wiring threw out sparks.
5. There was no return information or address inside the box.
6. There was no delivery information or paperwork inside or outside the box.
7. The box looked as though it was old and had been used several times before and not fit for purpose.
8. There was no British Standard kite marks on either light fittings or any European kite marks.
9. The lights were bent and badly marked.
10. There was no installation instructions with the lights or information on the maximum watts per bulb i.e. safety information.
I totally felt as though I had been scammed. Furnisho demanded images of the package and lights and didn't even offer an apology. They also insisted the return of the goods was on their terms only and no refund on delivery was possible. I don't even believe they would have refunded my money either, because the website talks about if they receive the goods back damaged, then they do not refund your money. Once these dodgey lights and dodgey packaging had been returned to them, what power would I have to ensure I received all my money back.
I am now sending the images of the incredibly dodgey items to Trading Standards and European Consumer Standards organisations to stop people like Furnisho treating consumers as though they do not have rights and do not have a brain to see through their scams. DON'T BE CONNED BY FURNISHO - SHOP ELSEWHERE!
Susie from Buckinghamshire
I have purchased an ottoman bed from your website on the 26th of February 2013. Despite the promise of a maximum 4 weeks delivery period I had to wait until April 4th 2013, date on which it got delivered in three different packages, one of which was torn and it had loose screws and bolts falling out of it, by only ONE man asking to be helped.
I turned a blind eye on the extremely unprofessional delivery method telling myself that for the low price of the item I should not ask for the moon.
I had to leave on a two week trip the day after the delivery so it wasn’t until Sunday the 28th of April that I actually had to time to assemble it.
As soon as I opened the packaging I was struck but the extremely poor quality of the materials used. The wooden parts looked randomly chopped and roughly finished, the faux leather was dusty and scratched. The metal parts supposed to form the sleeping base for the wooden slates were uneven and did not fit next to each other or in the wooden frame of the bed. Again, I turned a blind eye, constantly attributing the faults to the low cost of the item.
I insisted in assembling all the parts with patience and a considerable amount of effort, time and stress. After about 4 hours the bed was finally ready. I put the mattress on it, and gently sat on one side to get ready to have a lie down and enjoy my new Furnisho purchase.
I heard an immediate crack. The very thin and fragile wooden plank covered by a piece of badly stapled faux leather forming one of the sides of the bed had cracked in half. This made the whole metal structure that was linked to it collapse. (… and I only weigh about 11.5 stones)
This is where I stopped turning the blind eye.
I understand that a bed that costs £129 is also WORTH £129, it would be foolish not to take that into consideration, but for an item sold as a BED - NOT to serve even its simple function of BED - due to extremely poor facture is absolutely unheard of and quite frankly fraudulent and dishonest.
This purchase could be considered lawful ONLY if advertised as: “Bulk of bolts and screws and random pieces of metal of wood without purpose”.
Not only I demand an immediate refund for the £129 but also someone to come and dismantle, pack and remove it from my property as soon as possible.
I still haven't heard back from them.
Team
I was promised my order of 8 chairs yesterday and following numerous calls to your office throughout the day, I was assured that my furniture would be delivered.
I ordered and paid for these goods in August. I was advised that they were being dispatched and that a courier would be in contact. I have never had any contact from any courier, both in September when the good were first dispatched, and yesterday when they were supposed to be delivered. I have just received an email from AJ suggesting there is a problem with my address and that the original delivery courier attempted delivery on 2 occasions and had to return the chairs to you. You also suggest that out of the goodness of your heart, you attempted redeliver ‘free of charge’ because your courier had been unable to deliver on 2 occasions. I have had builders in my house on a daily basis since July and they report no attempted deliveries, nor were any cards left by the courier. I have had to make numerous calls to your office and e mails to your team and if you check your records, you will see that this has been an ongoing issue and that you readily admitted that the courier company had let you down and that my original order was never returned to you by the courier. I was at home all day yesterday and there was no attempt by any courier to deliver.
You are now proposing that there is a problem with my address and that you suggest I provide you with an alternative delivery address. I can assure you my address exists and that no other company had had any difficulty if locating it.
I took a day’s leave yesterday to receive my chairs. I would like you to call me on my mobile to discuss how you plan to deliver my chairs to me – at my address urgently and a better offer of a £15.00 discount in terms of compensation.
Hi Susie - and for all those not receiving their money back from delivery costs.
Under the regulations for distance selling, the buyer is entitled to a full refund, including initial delivery costs, if the order is cancelled within seven working days of receipt. In addition to this, return costs can only be withheld from the refund if this is specified in the paperwork accompanying the sale (see http://www.oft.gov.uk/shared_oft/business_leaflets/general/oft698.pdf ) . I have had a look at the paperwork and cannot find any reference to the buyer being responsible for the return costs.
Rgds Jake
Hi Susie,
I just had a similar situation with Furnisho. I ordered a Noguchi coffee table (I was well aware it wouldnt be the real thing, if only!) and was stunned when it arrived. The boxes it arrived in were tatty and ripped; they looked like they had been used a hundred times and were held loosley together by a few bits of brown tape. Somehow the table seemed intact though! I wasn't very impressed with the quality of the table and it looked nothing like the one advertised - it definitely wasnt teak! When I tried to put the table together the fixtures were broken so it didnt hold at all, pretty useless as a coffee table! So, regardless of quality/colour it was faulty and would have to go back. Thats when I went on their website and saw all their T&Cs for returns as you have described and started to worry. I wasn't in to take the package unfortunately so the slip didnt get signed as damaged. I thought they might use this to not issue a refund depsite the fault being completely unrelated to delivery. To be fair to Furnisho though, they responded quickly and were very apologetic. They arranged for a courier to come collect the item (who was in hysterics at the quality of packaging) and issued a refund quickly (at least they tell me they have, have to wait 5 working days until it's in the bank). Nevertheless I wouldn't advise anyone to buy from Furnisho if they want a quality product they can actually use! Good customer service or not, I would have rather not received a shoddy product and avoided the hassle! I agree that Furnisho should not be trading with the quality of products they currently sell.
Good luck in your efforts to get your money back!
Sam
Thanks Susie for posting this. They are selling fake versions of our lamps...and we are on the case to getting them stopped.
DONT USE FURNISHO
The real versions I can assure you are beautifully put together!
Jake Phipps