Furniture point. co.uk review: Worst company ever 22

UK Furniture Point takes pride in offering quality Designer Furniture at affordable prices to general public. We here at UK Furniture Point disown any connection, whatsoever, with a company called Furniture Point. We have a big show room in West London near Rugby Stadium. Our address is Unit 1& 2 Corner Building, Twickenham Trading Estate, Rugby Road, Twickenham, Tw1 1DQ, London, UK. You are most welcome to visit us and see the quality and comfort of our contemporary designer sofas collection.

I have placed an order 1 month ago (before reading these posts, unfortunately) and the problem I'm having is that they have stopped answering their phones, so I'm wondering if they have ceased trading, taking my money (along with others, no doubt) and have done a runner. Does anyone have any update on this company or news? It would be much appreciated. Thanks

We were told the delay in our order was because the furniture was on a slow boat from China. Six months we has to wait and 3 separate deliveries but we got there in the end. Our furniture was the Cambridge oak stuff and we foolishly assumed the handles would fit without having to take a grinder to the screws and a belt sander to the edge of the wardrobe doors. I'm not joking.

IF YOU BUY FROM THIS COMPANY YOU SHOULD BE CERTIFIED.

I ordered a Mon Chique table & chairs from this joke of a company in September last year. After "delivery errors" blamed on the courier company I received them at the beginning of October. By January 2012 the chairs had split & become so loose they were rendered completely unusable so I emailed my complaint. I have been waiting for replacements ever since, and have just been told it will be another 4-6 weeks. I have been fobbed off with excuse after excuse, been blatantly lied to several times regarding delivery dates and told I cannot have a refund because I have agreed a replacement! Had I known the replacement would take 5-6 months (if ever) I never would have agreed. Their customer service is appalling, not once have I received so much as a courtesy call - apparently one of their managers is on maternity leave (how convenient) and the other one does not deal with customers! I have now got my credit card company involved, they are investigating, and also reported them to Trading Standards.

As an update to my post on the 26th January, I have got my money back from these cowboys! Ordered from another online company who have been brilliant and expecting the order to be delivered tomorrow.
Customer service at Furniture Point was still appalling when dealing with refund, no confirmation received from them of my request for a refund and no apology from anyone at the company. Spoke to Tim and Victoria on multiple occasions about this debacle and they did not seem to care. Must be pretty much a daily occurance. Please be warned, stay away from this awful company.

I agree with all of the above comments regarding this company.
I ordered two items of cambridge oak furniture on 30th of October 2011 which was due for delivery between 5-15days. Following several phone calls and emails which I did'nt get any response I threatened to cancel my order and requested a full refund. Next day I received a call stating my furniture was now instock and would be delivered in the next few days. I received it on the 16th of December 6 weeks after paying for it only to find after unpacking it that the furniture had imperfections in the lacquard finish. I contacted them the next day and emailed photographs they would not accept responsibility and would not replace the furniture.
I consulted a furniture expert he agreed the furniture was faulty and should be replaced. I am still waiting for this company to contact me to discuss and resolve the problems. avoid this company at all cost. P Todd.

Could not agree more with all the comments. Do not order anything from this company, they lie about whether items are in stock and about delivery. Although I have only been waiting for a month, I had no contact from them and had to try and contact them on several occasions to find out what the situation was. Eventually advised that the problem was with Chinese new year holding the goods up, what a load of rubbish. Do not hold out much hope of getting my money back from them and will probably have to go through my CC provider. Will be contact Trading Standards, Watchdog and Rip Off Britain.

I agree with everything that has been reported in these complaints. Ordered four dining chairs, cut a long story short took full payment then when I started chasing them up was told a load of
Iies. They had been sent, the courier had lost them, we're still waiting delivery would like to order something else instead. Then not answering the phone( must have customer ID) not answering eMails. Terrible terrible outfit.Eventually got credit card company involved and was issued full refund from them. Be warned!, , , !

In response to all of these comments I can give first hand evidence that they are a bunch of liars, Victoria will say whatever she is told to say regardless whether it is the truth or not. Customer services are told to say whatever ot takes to keep an order even if they are lies? Tim is the biggest waste of space I have ever had the misfortune of knowing. Victoria is pleasant friendly and genuine as much as she can be. The answer messages are deleted if get too large to store and the emails are the same, they eventually just bounce back, and this is not reassuring for any customer at all. They employ couriers to assemble furniture and then when it gets ruined in the process deny all knowledge, and the poor customer gets a small amount of money to get rid of them, when really they should be getting their full monies back or a new piece of furniture. This is a small run family business with very little workforce and I think people think as an internet company are a large concern, when really its just a dirty scruffy building with dirty facilities, no correct desks and chairs to work at, and would not know what the word professional meant if it hit them in the face. DO NOT USE THIS TIN POT COMPANY AS YOU WILL BE DISAPPOINTED.

Couldn't agree more and feel like such an idiot for not doing my research into these cowboys. Placed an order mid October which was supposed to have a delivery time of 5-15 days, was told in November that one item was on a ship due in the 12th December and the other item hadn't even left the manufacturer. Then got an email stating that the order was due in on 29th November and would be delivered in a couple of days, spoke to them last weekend got fed a load more rubbish and have now cancelled the order. No refund as yet and have just given them three days notice before I take legal action. Did get some names Tim Martin is the sales guy and Victoria is in customer services, both charming but complete liars. Have reported to Watchdog and going to Trading Standards, advertising standards and anyone else I can think of!

This company is a complete shambles. I finally got my furniture 2 weeks ago and still 1 item was missing. I now have to either wait until January 2012 or wait 30 days for a refund to buy my missing item elsewhere. Salesmen are complete T**TS, customer service is appaling and I do not hold my breath to getting my money back until the new year either. How completely selfish and ignorant are this company. Lady answers the phone and is obviously not even educated and has a terrible phone manner. I am not allowed to speak to any Managers either to voice my concerns? I am getting advice now legally to help close this business down. I have also done some research on the Directors online and have many businesses insolvent. Not a surprise.

finally after 39 days i have managed to get a refund from these cowboys but it took the threat of legal action to get it. I will now make a complaint to the advertising standards agency about their misleading website and to Nottingham trading standards about their poor ethics. I f you have the time make a complaint to the relevant authority about these people and lets get them closed down before they cause grief and upset to more unsuspecting customers.

THIS COMPANY SHOULD BE CLOSED DOWN. They took my money in August for some chairs, then kept saying shipment from China being delayed, then again, then stuck at the docks for scanning? The list of excuses is endless! This has caused my pregnant wife most upset now and she is at the end of her tether. When asking to speak to a manager I was told they do not speak to customers? How completely rude this is when they have had my money for nearly 4 months sitting in their bank making interest instead of mine. And now the best of it when I called to chase my order again the only person there in Customer Services that was any good at all has now gone- LUCKY ESCAPE I SAY! Stay well clear of this company fellow customers as you will be stressed from start to finish.

The sale always 'must end' soon, I doubt it is actually a legal sale and trading standards should investigate. Don't be sucked in by that.
Miles is now the Director as of 2nd November, Mark is now just the company secretary.
These guys are very good at taking your money but you will struggle to get it back if you have any issues.
If its actually physically in stock (as in you can walk out of the physical store there and then with it) then probably ok otherwise you may end up waiting many months until it happens to be in the container shipped from China. From expereince they have no idea when anything is arriving just depends what turns up and when.

This company is ripping innocent people off and not doing things the correct way. The salesman Tim is a complete joke, and does not have a clue what he is doing or saying, and is full of broken promises. Once he has taken your money he fobs you off, does not call you back and passes you to customer services who are great but have no authority to help at a higher complaint letter stage? Miles the Director is also a complete idiot and also shy's away from any help or contact with the public, and apparently he does not speak to customer's? Funny that? He is quick enough to take your money, quick enough to give excuse after excuse for not delivering furniture, blaming delayed shipments etc! The business owner Mark Fawsitt has been bankrupt more times than I have had hot dinners looking into him and he obviously does not have a clue how to run a company! This company will be shut down soon if it carries on like this and the reviews continue to be so bad. To summise: poor quality furniture, joke staff (apart from Customer Service Manager), no aftercare, broken promises, bad ethics and completely unhelpful. WHAT A SHABBY BUNCH OF COWBOYS!

Update - The email address given by Furniture Point on their order confirmation does not exist as it bounced back from the server, so I had to use the 'contact us' message facility on their website as well as another email address that did work as it wasn't rejected. Having done this the email has not been acknowledged in any way. This isn't a problem as all a customer has to do legally is to send an email to an address advertised on their website and be able to prove its sent. There is no need for an acknowledgement. This means that any contract I previously had with them is now cancelled. Under the Consumer Protection (Distance selling) Regulations 2000 section 14 they are obliged to refund any money I have paid them 'as soon as possible and in any case within a period not exceeding 30 days beginning with the day on which the notice of cancellation was given.' Having cancelled the contract 8 days ago and still not received any refund, they are clearly in breach of this, so I will be contacting them on 5/12 to demand immediate repayment and remind them of the law. Tried after 4pm today, but no response other than voicemail to leave a message. Interestingly their website is still quoting 3 to 5 day delivery and luring people in by saying that their 'sale' ends at midnight today, just as they were doing when I was fooled into parting with my money.

(I posted the following on MYDECO on 24/11/11) :- I made the mistake of finding Furniture Points website (www.furniturepoint.co.uk) and ordering some furniture from them. A pity that I didn't read this forum beforehand! I ordered from them because price was good and they were stating that the goods would be delivered within 3 to 5 days. After 5 days, and having heard nothing since the order confirmation and payment had been made I telephoned to ask whether the same goods were in stock and if I ordered today when would they be delivered i.e. not giving my earlier order details. I was told that the goods were not in stock but they were expecting a delivery from their suppliers during the first week of December. The website still said 3 to 5 day delivery! I phoned today about my order and have been told that their supplier will be delivering to them sometime in January next year, so needless to say I have cancelled my order in writing and demanded a full refund asap. Their website even today shows 3-5 day delivery. Beware, be warned!

I ordered 6 chairs in April, received order fine 2 weeks later but one chair was damaged. Called them straight away to inform them was told someone would call me when they had another in store to exchange. one month later still waiting, 2months later still; waiting three months later still waiting four months later...yay...they received a shipment. Was told a replacement would be sent to me. Still waiting...Nothing. Finally five months later have been told chair out of stock...BUT they will send me a different one if I want? Or I could wait for them to get more in stock? WTF REALLY! I have made approx. 30-40 phone calls to them - urghhhh - disgusting absolutely ###. Spent about 450 on chairs. So angry and frustrated. DO NOT BUY ANYTHING EVER FROM THIS FURNITURE POINT.

Good quality furniture. Incorrect, damaged and dirty delivery service and very poor aftersales.
We purchased nearly £2000 of oak bedroom furniture from Furniture Point in June this year. After visiting many showrooms and websites Furniture Point’s price was the best, just. However :-
- Despite their comments on their website clearly stating that delivery would be made by a two man team they tried to deliver the furniture with one man only.
- Despite waiting in all day the first delivery did not arrive as they claimed the road had been blocked by a workman’s van. It obviously did not occur to the driver to ask the workman to move the van. In any event as there was only one man he would not have been able to lift the furniture upstairs anyway.
- The second re-scheduled delivery meant we had to stay in all day again. Again only one man turned up so he was turned away. Some of the pieces were 75 kgs plus!
- The third re-scheduled delivery meant my wife had to stay in all day again. This time a van with two men. They asked my wife if she could open the garage door for them to leave the furniture in there. Furniture Point’s website clearly states furniture will be carried to room of choice. After a brief conversation the two men begrudgingly lifted the furniture upstairs. The three door wardrobe however they left downstairs!
- Two cartons were badly damaged, dirty and even had leaves inside. There were dirty marks all over the brand new carpet from these cartons.
- As we were going on holiday that evening we sent a quick email to Furniture Point advising them of the external damage and possible internal damage. Furniture Point subsequently claimed we had not advised them. That is until we copied the original email to them.
- When we returned from holiday we checked all items. The two damaged cartons containing the bed were falling apart and there were signs of damage to the contents. The mirror had a manufacturing fault and we had a Dining Room Sideboard that we had not ordered. Another disappointed client no doubt.
- After many phone calls and emails Furniture Point arranged a fourth delivery to collect the damaged bed and mirror and extra side board and deliver replacements.
- Despite several written and verbal instructions to call us 30 minutes before they arrived to ensure we were at home no call was made and my wife arrived home to find a calling card on the mat to say they had been! A few phone calls later and a fifth delivery attempt we finally had the furniture in the bedroom.
- The damaged and extra pieces were thrown into the van so no doubt received further damage on the way back to Furniture Point.

- Emails and phone calls to the Managing Director at Furniture Point to try and discuss this disaster and compensation have not been returned.
- Not even a thank you for telling them about the extra sideboard they delivered.
The furniture we have no issue with. It is good quality and well made however taking all the above into account, 5 deliveries, damaged goods, dirty carpet, begrudging delivery men, many, many ‘phone calls Furniture Point are probably the most expensive furniture outlet in the UK.
I leave you with their delivery promise which appears not once but twice on their website -
- “we will deliver your order using our premium 2 man service. Our team will take your item(s) to a room of your choice (subject to access) and wear white gloves and shoe covers for safety & cleanliness.” White gloves? Shoe Covers? Two men? Cleanliness? No, no, no and no.
- “Our uniformed delivery team will always wear white gloves and over shoes to ensure your home is fully protected.” Uniformed? Fully protected? No and no.

I managed to retrieve some old reviews, see for yourself:

chameleonrose
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24 Aug 2011 12:11
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I ordered Saxondale wardrobes from Furniture Point in mid April and paid the full amount, nearly £1300. I was told at the time there was a lead-in time for delivery and expected them in around 6 weeks. Since then I have been given one excuse after another for the wardrobes not being delivered, to the point where having been told that they will not now come until September, I have totally lost confidence in them ever arriving. Now FP are telling me they cannot speed up my refund and it may take up to 30 days which seems to be adding insult to injury. I see this as very poor customer service, but they seem to be unconcerned. I'm really disappointed in their attitude.
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Annielou
Annielou (replying to chameleonrose's post)
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25 Aug 2011 12:05
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I did end up buying the saxondale furniture in the end and it is really very good quality. But like you the delivery date kept being pushed back time and again and in the end I didn't receive it until about 7 months after I ordered it. I was getting very frustrated with all the excuses - which were always blaming the shipping time of the goods by another company - but I held on and in the end did receive the furniture. Even after all that frustration I must admit that it was worth the wait. Hope that helps.
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chameleonrose
chameleonrose (replying to Annielou's post)
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20 Oct 2011 10:34
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I am very disappointed with Furniture Point as I cancelled the order on 24 August (2 months ago) and still haven't received a refund despite their terms saying 30 days. They have had nearly £1300 of our money since mid April (6 months) and we have had nothing! This is a good free loan for them. Other similar mail order companies only take a 10% deposit, not the full amount, with the balance just before delivery and this seems much more fair.
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DavidEastly
DavidEastly
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25 Oct 2011 10:40
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Ordered a Cambridge Oak wardrobe from Furniture Point. Was advised delivery would be 5 - 15 days. 3 months on and despite several excuses/ broken promises from them I still have no wardrobe. Excuses have ranged from problems with their Chinese supplier to bad weather at sea. They have even blatantly lied, advising me their order had arrived in port and I would receive within 10 days. I called after 14 days of no delivery and no communication from FP to be told the container would be arriving in port in the next week. GRRRRRRR!. I would not recommend Furniture Point, they offer very poor service and communication. Extremely poor show, but from reading around (should have done prior to ordering!) now seems to be a common story. Absolutely infuriating :-(
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Louielou1980
Louielou1980
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29 Oct 2011 14:46
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Please do not buy from this phony company. They took my money 3 1/2 months ago, all I have
had is excuse after excuse after excuse. I have paid over £1000 that could have been making
interest in my bank and now theirs have profitted, I am soooooooo angry its unreal. I have been
promised my furniture for this weekend and low and behold? Still not in stock. the cheek of this company
is unbelievable to say the least. I was then told that if I cancel my order I will have to wait up to 30 days for
a full refund. I am now stuck as if I go elsewhere may have to wait another 4-6 weeks?
I AM GOING TO TRADING STANDARDS AND CONSUMER RIGHTS AND MY CARD COMPANY :(
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TheBerryMan
TheBerryMan (replying to Louielou1980's post)
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30 Oct 2011 21:58
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Hi all! I too have been burned by the furniture point company. The sales lie to get your money, take full payment then get their staff in turn to lie to me too. I spent over £2000 with them back in July and still have not got all my furniture? It is a total scam! My wife has been so upset over all this also. When complained about the time waiting to the MD I got no reply and he will not speak to me on the phone either which is infuriating when he has sat on my money for 6 months nearly. I must say the Customer service Manager is the only person that has had the decency to answer my emails and return my calls, she is the only person there that is a real person and not a trained chimp, who is courteous, helpful and very professional. If only the rest of the company used this work ethic they may not be having so many bad reviews on the internet now.This company should not be trading as lead times are incorrect, they DO NOT HAVE STOCK READY !AVOID THEM
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tonsofchi
tonsofchi
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02 Nov 2011 09:14
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I have ordered dining chairs from this bunch of cowboys several weeks ago. They have lied to me on several occaissions about delivery status. Their telephone system is now not taking calls. BEWARE!
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JBrown
JBrown (replying to tonsofchi's post)
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02 Nov 2011 11:12
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Ordered from furniturepoint.co.uk many months ago, promised delivery in 3 weeks but many weeks/months later still no delivery. Similar story to all the above, lots of broken promises/deadlines. Company will not stand by its own terms and conditions on its web site. Good luck getting any refund. Try your credit card company. Nice flash website, doesn't live up to any of its commitments particularly in terms of customer care.
Useful links:-
http://companycheck.co.uk/company/06449267
http://company-director-check.co.uk/director/904948459
http://www.companynamesucks.com/furniture-point.-co.uk-sucks-9054.html
Make your own decision whether you would want to deal with this company.
If you are unhappy please raise the issue with your CC company and trading standards and post reviews.

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mjrich007
mjrich007 (replying to JBrown's post)
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07 Nov 2011 14:35
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STAY WELL CLEAR OF THIS COMPANY. I WISH I HAD READ THESE FIRST. We ordered £1300 worth of furniture from a range which we wanted to follow through our entire downstairs. The salesman told us anything we wanted to hear in order to take our money and we have had nothing but lies and problems ever since. We did recieve 3/4 of our order but then 2 weeks later told that the other pieces weren't available. We were offered alternatives which obvoiusly won't match the furniture that did turn up. We are now told that because we are out of the 7 day cooling off period they can't refund our money so we can't even go elsewhere to get a matching set. Bunch of charlatons.
I AM GOING TO TRADING STANDARDS, CONSUMER DIRECT AND AFTER READINBG THIS POST I THINK AN EMAIL TO BBC WATCHDOG/ROUGE TRADERS IS WORTH A GO...
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JBrown
JBrown (replying to mjrich007's post)
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09 Nov 2011 09:15
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You'd think you were covered by the terms and conditions - quote
"You may cancel/amend your order with us and receive a full refund up to the day prior to delivery, at no charge."
but then again based upon experience with them perhaps not!
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JBrown
JBrown (replying to mjrich007's post)
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09 Nov 2011 09:18
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PS. Ever noticed that the sales is extended by 48 hours every time it runs out? No reference as to when the products were sold at full price. Today says sale extended by 48 hours must end Wednesday (09/11/2011)!
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JBrown
JBrown (replying to JBrown's post)
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09 Nov 2011 16:52
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"Delivery Lead Times
Each item on the Furniture Point website will have an estimated lead time listed in the product description. We have a huge stock holding to ensure you get the products you want when you want them. Occasionally, items are out of stock. If this is the case, we'll get in touch with you as soon as possible to inform you of your order status. We will also suggest alternative products for your consideration if you choose not to wait or look at alternatives, we will happily re-imburse you and cancel your order."
... yet again it appears that the promise doesn't match the experience...
"When we talk about customer care, we're not just offering you low prices, we back it up by making sure you get the best shopping experience you've had - anywhere, including on the high street."
... nuf said...
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mjcbd1
mjcbd1 (replying to mjrich007's post)
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10 Nov 2011 19:12
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BEWARE do not deal with these cowboys, i orderd over £600 worth of furniture because the website claimed 3-5 days delivery, after 7 days i had heard nothing from them so i contacted them and was told it would be another 4 weeks before the items would be delivered, i cancelled the order and was told it would be 30 days before the money would be refunded. After what i have read i dont think my chances of getting my money back look too good. when you try to contact these cowboys they never answer the phone or they pick the phone up and then put it back down without speaking to you, i have sent several e-mails but had no replys. I shall be contacting trading standards and my credit card company.THESE COWBOYS NEED TO BE CLOSED DOWN.
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Mrjanus
Mrjanus (replying to Louielou1980's post)
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11 Nov 2011 11:52
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Do not buy from this company.
I bought furniture on 0% finance as they offered it as a payment option. The furniture arrived but we realised we didn't have room for the second saxondale wardrobe. So seeing as they have a policy of taking back unopened furniture no matter the reason for the return we attempted to arrange the unopened items return.
On contacting furniture point they claim that they can't do refunds on credit purchases. However, after meticulously going through all their terms and conditions this is never stated. I have attempted to resolve this for 3 days now with no luck after approximately 20 phone calls. They will not let me take this problem to the managing director and I am left dealing with the woefully inept customer service and sales teams.
I have now told them that unless I can get some progress on this problem I will take them to court. Lets see if they will respond to this. I doubt it.
not use this company
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littleInnocentMe
littleInnocentMe (replying to Mrjanus's post)
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11 Nov 2011 20:23
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I agree with what you said regarding their ethics and broken promises Mrjanus, however the customer service manager does want to do right but I felt was unable as her hands are tied. She is polite, apologetic and helpful but has no power within the company to do the right thing. To call her inept is a bit hasty and not entirely fair.But this said the whole company will cease trading soon as it has nowhere to run I think now.
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joju1
joju1 (replying to Louielou1980's post)
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12 Nov 2011 19:43
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STEAR WELL CLEAR OF FURNITURE POINT! They took over £1100 on the 8th Aug 2011 and we are still awaiting a set of drawers ( at least we got some of the furniture, which seems better than other unfortunate customers) and have now been told after being continuously misled and blatently lied to that we have to now wait until Jan 2012! To be honest we don't hold out much hope of that date being honoured either. We bought a bedroom package because we wanted everything to match, now that's looking increasingly unlikely. Sent 2 complaint ltrs, inline with advice from consumer direct which have just been ignored by Miles Fawcett, Managing Director! Rang yesterday and spoke with staff who (bar one person) are completely uninterested and certainly have never heard the word 'customer service'.
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TTD2504
TTD2504 (replying to mjrich007's post)
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16 Nov 2011 18:53
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I AGREE - the furniture may be nice but the Customer Services is very poor - I have never in the 20 years of purchasing goods experienced such a poor service; emails not answered, no update on order status very unprofessional, sent wrong item (yet to be resolved). The only prompt service was when they took payment. I will also be contacting WATCH DOG AND CONSUMER RIGHTS and hopefully something will be done, as I am not the first.

I see they have managed to convince mydeco.com to take off the hundreds of negative reviews about them! Typical!

Please do not use this company if you actually really want your
furniture to turn up, the only thing they are experts at are taking
your money and fobbing you off daily with excuse after excuse.