Furnitureinfashion reviews

Crap

I bought a mirror fronted shoe cabinet from furniture in fashion. Basically it's crap, and so far, so are they.

a) The bottom brace is a very unusual part, and is 10 cm high. If you have a skirting board higher, it can not be installed without breaking a gap in the skirting board, or buying/creating something else to act as a bottom brace.

It's a right-angled z shaped piece of metal with a hole in the exact place for the cabinet to sit. You can't buy it anywhere. So far they have not provided any assistance or solution to this problem. If you have a strange, miniature skirting board, it might be ok for your home. Otherwise, like me, you'll have to prop it up on something (currently a thick book!). Not the elegant image in the picture.

b) The mirror broke almost immediately at the edge, and the replacement sent by 'furnitureinfashion' the retailer- was also broken, and they have not yet responded to my several requests for help/replacement/bottom bracket that fits.

The process of trying to submit a complaint/request on their website is hampered by the fact that they demand the part number, but don't supply it in any of their emails! If you buy from them, take the trouble to create a file for all the many emails and scan the assembly instructions - they demand that you upload images of the instructions when you make a complaint- scan photos of the item- they also demand that- and try to note the order number, dispatch code (these are not easy to find in the many emails they send you that contain no information, but a link to what purports to be your order, and turns out to the their main sales website) and all the dates you ordered, received, contacted them etc. You can't upload the complaint ticket without all of this information. if you just ring them directly, they tell you they'll get back to you, then they don't. if you email them directly, they send you a 'thank-you for shopping with us' auto-email, and thenceforth ignore you.

In addition, it is made of tatty plywood (the description was of Canadian oak, which may even be fraud!) and as you open the cabinet, the weight of it scrapes the base of the cabinet against the point where it's joined to the side of the cabinet, pushing the 'wood' apart. It's crap. Avoid the company, avoid the product, choose anything else instead, and you'll be well served by this review.

Big range of products!

Furnitureinfashion provides really big range of products for all your furniture needs. My experience in dealing with them is opposite to most reviews below. Contact with Asad is really great and he deals with any requests very promptly with no issues at all!

Very poor quality goods, even poorer customer service, 4 months later still waiting refund

I ordered a hallway unit and dressing table in November last year, made a complaint and I am still waiting for my money back almost 4 months later. I received the hall unit within a couple of days but was told that the dressing table was out of stock in their warehouse and they would have to wait for delivery to them. I didn't like the colour of the unit I had received, it was supposed to be oak but it looks more like drift wood. I became worried and so phoned to cancel the order for the outstanding dressing table, I was asked to cancel through their website so I did. We put the hallway unit together (no strangers to flat pack), but the unit was rubbish and the shoe rack fell apart within days and is not fit for purpose, I emailed and told them about this and was ignored. I received daily emails telling me the dressing table was still out of stock, each time I phoned, left messages and emailed saying I had cancelled the item and wanted my money back. I used as many different email addresses as I could find, all completely ignored. Weeks later I was told that they had received the dressing table and would despatch shortly! I took time off work to phone but there was no one from the right department for me to speak to at 9.15 in the morning - no one could help me and they would not give me the name of the owner. I responded every time they emailed me about the delivery -saying that I do not want the table, have cancelled it, want my money back, delivery would be refused all of which were ignored. They attempted delivery and we refused. When they do bother to contact me its a story of we are are waiting for the table to be returned to us from the delivery company - I have no idea why that took over a month but not my concern! Now almost 4 months later they want to deduct the delivery charges from my refund even though I cancelled within 7 days and well before they even had the item in their warehouse to sell me, never mind deliver it. I should claim for a full refund for the faulty and useless goods I did receive from them but it is so stressful! However, I will not be fobbed off with paying their delivery costs, which they incurred through their own incompetence. Four months later, almost £300 out of pocket and really stressed. I want a full refund for the dressing table with 4 months interest and I want it now!

Exception customer services and product quality!

I have bought multiple items from this website over the last few years and found staff has been very helpful in providing appropriate help and information, delivery is fast too. All products received in good conditions. If I talk about 100% customer satisfaction then there is no company across the Globe which can commit that their each any every customer is satisfy its not easy to satisfy every single customer as I am also running business, so I can understand about it but whenever I need to buy something, first I visit furniture in fashion website as they have an extensive range. Totally recommend it and please do ignore the fake comments left below and Negative marketing doing by competitors.....

No interest in customer service - avoid

To give an idea of what you're in for, below is the exchange (some parts removed for brevity) we've had with them, which is self-explanatory. The misselling issue has not been legally proven, but either way it's clearly bad practice.

...we're dissatisfied because the advertised name of the product does not correspond to either the manufacturer's name for it or to the name on the packaging (in both cases 'Canterbury', not 'Maya'). Consequently we were unable to compare the market on the internet to check that yours is the best price for the same product. Several companies are selling the table more cheaply, all using the name 'Canterbury'.
Also your advert states that the table is 'Hand crafted from highest grade solid Mahogany', which implies that it is a solid mahogany table. No other website that we have found makes this claim (including the manufacturer's), and it clearly isn't, it only has a mahogany finish.
We therefore wish you to either refund the difference between your selling price and the cheapest price we have found (ie £47.45, as the cheapest price found is £69.50, against £116.95 that we paid: http://rooms4kids.co.uk/canterbury%20coffee%20table?filter_name=canterbury coffee)or collect the table and refund us for it.
Thank you.
Their reply:
We are very sorry to hear you wish to return the item. Please can we ask you to confirm the item is not assembled and has been placed back into its original packaging in a secure manner in the same way and condition in which it arrived to you.
Once this has been completed please can we ask you to submit images of the packaged parcels to: support@furnitureinfashion.net before we proceed with arranging collection. This will enable us to determine the item is securely packaged and will be picked up by the courier company and not rejected due to poor packaging.
Please can we also ask you to confirm that as per our terms and conditions which you accepted prior to purchase you will be liable to collection and cancellation charges and confirm the best date for collection for you?
Mon, Nov 12 2012 3:45pm:
'Please can we also ask you to confirm that as per our terms and conditions which you accepted prior to purchase you will be liable to collection and cancellation charges...?'
This is not an appropriate response, and we are not prepared to accept collection and cancellation charges. Our complaint as clearly explained in my previous message concerns trading standards. If you are not prepared to respond properly to these concerns, we will have to pursue this accordingly.
Their reply:
Please see name of item: Maya Coffee Table in Mahogany Finish
We clearly state mahogany finish along with the description:
It is made with mahogany finish, thick rectangular top, mid gloss lacquer finish and strong legs support
You wish to return the item because you are not satisified with the quality therefore charges will apply which you accepted prior to purchase.
Mon, Nov 12 2012 5:19pm:
You have still not provided any response to the first part of our complaint regarding the name of the article. To remind you:
"As you'll see from the correspondence, we're dissatisfied because the advertised name of the product does not correspond to either the manufacturer's name for it or to the name on the packaging (in both cases 'Canterbury', not 'Maya'). Consequently we were unable to compare the market on the internet to check that yours is the best price for the same product. Several companies are selling the table more cheaply, all using the name 'Canterbury'.''
With regard to the second part, it is indeed made with mahogany finish, this is not in dispute. To remind you again,'Hand crafted from highest grade solid Mahogany' implies a solid mahogany table (and differs significantly from your accurate description above).
Finally, your description of our reason for wishing to return the table does not match our complaint. To remind you once more, the reason we wish to return is because of the misnaming of the product compounded by the misleading description.
Their reply:
We apologise for any inconvenience caused however we are well within our rights to name our products any way we like or prefer. What the manufacturer or other suppliers name products is not of our concern. In answer for the reason of change of name, the main reason for this change is because we had another canterbury coffee table on our website therefore resulting in this name being changed to avoid any duplicates. Also to confirm we have never offered a price match and have never claimed to do so either.
Mon, Nov 19 2012 11:56am:
We've been awaiting a reply from the the Citizens Advice Consumer Bureau regarding our concerns, hence the delay in responding.
This has now arrived, and they have advised us that this is a case in which the requirement in the Sale of Goods Act for goods to match the description given applies.
Your advertisement states that the table is 'hand crafted from highest grade solid mahogany'. It is made from tropical hardwood, but is not solid mahogany. We are therefore requesting a refund, with no expectation that we should have to pay for delivery.
Thank you.
(No reply received, so following sent 8 days later)
Tue, Nov 27 2012 4:21pm:
A few observations about our customer experience:
The first relates to the issue of the name, which meant that we couldn’t fairly compare your price with other retailers of the same item. We had done this with the CD stands we bought from you, and chose to buy them from you on that basis.
It took three messages before we got a response to our complaint about this. The response, when it finally came, provided a reasonable explanation for the name change, but was still couched in defensive language (‘What the manufacturer or other suppliers name products is not of our concern’ etc.), with no recognition that a customer may reasonably consider that it should be of your concern, given our initial explanation for our complaint. We also feel that this could be overcome by putting something somewhere in the text along the lines of ‘(manufacturer’s name for this product: Canterbury)’.
The response concludes by stating that ‘we have never offered a price match and have never claimed to do so either’, which implies that we were expecting something which you hadn’t offered, when of course we had never suggested that you did offer a price match.
With regard to the statement that the table is 'Hand crafted from highest grade solid Mahogany' when it evidently isn’t, we received no reply. This is perhaps unsurprising, as (we believe) this is clearly misselling. The header is irrelevant – it is perfectly possible for a mahogany table also to have a mahogany laminate applied.
We have decided not to pursue this issue any further, owing to the length of time it would be likely to take to resolve. However, the net result of the original complaint plus the nature of the responses to it is that, while our initial experience of purchasing from your company was a positive one, as items arrived promptly and well packed, we are now left with an almost entirely negative view. This would be ‘of concern’ to a reputable company.
Their response(!!!):
We apologise for any inconvenience caused however we are well within our rights to name our products any way we like or prefer. What the manufacturer or other suppliers name products is not of our concern. In answer for the reason of change of name, the main reason for this change is because we had another canterbury coffee table on our website therefore resulting in this name being changed to avoid any duplicates. Also to confirm we have never offered a price match and have never claimed to do so either.

Gave false description of item and refused refund

We bought an entertainment unit to place our entertainment units in such as sky box and dvd player. the description stated it had adjustable shelves to fit your entertainment units in. when i assembled the item, i found i could not fit my sky box or dvd player-which are very standard items. they refused to give a refund basically saying its not their fault that not all entertainment units fit-they are basically breaking the law. do not use this company because if something goes wrong, they wont help you.

Dominic Bonini found this review useful

Couldn't have been more helpful

I recently purchased 2 flat-pack office storage cabinets from this company. Both arrived quickly and on trackable schedule (additionally, the courier company contacted me and went out of their way to arrange a convenient delivery even calling me back to advise that a slot had become unexpectedly available on a better day to suit me which saved me re-arranging other commitments - I was impressed - their delivery crew couldn't have been more amenable and polite).

Although the packaging was intact, upon opening one had a component with slight damage. Contacted the company as per their system for reporting damage and can't fault communication, timely and effective. I emailed a few photos showing the damage and was provided with a replacement component within a matter of days. Great care had been taken to package the replacement to ensure it reached me safely. I have now installed the cabinets which do have the 'wow' factor in my home office.

Received damaged

18 e-mails sent and photos of damaged item and item packaged ready for return have been sent, has been ging on since November, no end in sight, avoid at all cost !!!!!!!!!
They never reply to e-mails I have reveived communication only through their support website but you have to open a ticket every time, you have to log on to your account, which is basically your e-mail adress, but they never ever reply by e-mail.

Terrible company!! READ THE OTHER INDEPENDANT REVEIWS

If you want to waste your time and money buy from here, if not I suggest you go to somewhere else.

They will go out of there way to make things hard. I have been waiting for a refund for over a month, they have said it's because they hadn't received the items back yet! there same delivery company was used to deliver and to collect and that only too a few days! amazing they are now trying to say that as both of the items were not fauly so i will be charged the delivery and collection fee prob about £60 but they dont give you a figure for refunds when asked! I wish i had read the reveiws before i purchased I wouldn't have touched them with a barge pole.

We are very happy with the furniture

We are very happy with the furniture and like the quirkiness of the product. It has a contemporary edge

Good Quality Product

A modern furniture with good quality at affordable price!!!

Jekaterina Reinitsan

Useless company - unreliable communications & untrustworthy service & 10 pound cancellation charge – avoid at all costs!

I ordered a coffee table from this company over the web and got an email receipt but then heard nothing back from them. So 2 days later I got in touch to find out what was going on with my delivery. I was told they had checked their stock and found one in the warehouse but it had a scratched glass shelf so they would have to backorder a new one which would take 5-10 days. Fair enough I thought, I would rather wait a week for a new item then get a scratched one.

So the following week I still had not heard anything so I got in touch again. I was then told it would take 10-15 days plus another week for delivery. OK I thought I’m gonna have to wait because I don’t seem to have much choice.

Finally after waiting for 3 weeks I phoned again. I was then told that item was on order and would be arriving in another 5 days and would then be sent out. At this point I told them I wanted to cancel my order as I was sick of waiting and being fobbed off. They then made it clear that they couldn’t take cancellations on the phone and I would have to raise a ticket which I duly did, but then didn’t hear anything again for another 2 days! So I phoned them up feeling pretty angry and asked them to cancel my order and send me confirmation by email. Eventually someone said they would do this and issue a full refund.

Later that day I received another call from a desperate sounding salesman – lo and behold - they'd looked in their warehouse and found the glass shelf for the coffee table. Apparently it had been missing all this time and was not, as I was previously told, so scratched that they couldn’t send it out. Hmmmm, this bunch of liars can’t even get their story straight!

Anyway eventually I received a refund, minus 10 pounds as a standard cancellation fee.

So my experience of this company is that they make no effort to keep you informed of what’s going on, they make it difficult to get a refund and they make stuff up to keep you happy. All in all a very stressful experience which resulted in me being 10 pounds poorer.

Happily though after all of this had happened I then found another store (quatropi.com) which was selling the same item at just over half the price (189GBP vs 335GBP). I ordered and had it delivered within a week :-)