THIS COMMENT I POSTED FIRST ON 12-11-2012 ON TRUSTPILOT:
I ordered a Charles Le Corbusier LC2 armchair by mid of April 2012 and until today I am still waiting for my armchair to be delivered. When ordering the armchair I was told that it would be delivered by latest August. As I didn't receive any message from them by mid-August I called them to ask where my armchair is. The lady on the phone told me that they have problems at the manifacturing plant in China and that I would receive it by Semptember. Now we already have November and still there is no chair.
I never reiceived an email from them telling me when the chair would arrive nor did I reiceive a phone call. On my customer account it says they will delievr the chair next week - ha ha ha! You can be sure that this will not happen when you read the feedback they get!
Surprisingly you do not find any customer-hotline on their website any longer. The company behind Infurn stopped trading their shares at the stock exchange in summer 2012 because of decling stocks. I wouldn't be surprised if this company will have to declare bankruptcy sooner or later as there seem to be hundreds of customers waiting for their goods to be delievred or to be refunded and the company seems not to be able to satisfy those claims any longer.
Asking my money back in September they told me that according to their terms&condistions I would have to wait until November to get my money back. According to EU-law the terms&conditions of Infurn are completely illegal. Actually they are supposed to refund the money at any time as long as the ordered good hasn't been delivered. Even after telling them that they have to pay the money back they refused.
So for me the next step will be to sue Infurn if I don't finally get my chair or at least my money back.
For all out here who didn't order anything with Infurn so far : DON'T DO IT!!! It is a complete waist of money and you definetly should avoid shopping with a company that contravenes EU-comsumer-regulations.
HERE IS THE RESPONSE I GOT FROM INFURN THE SAME DAY AND WHICH THEY POSTED ON TRUSTPILOT:
Thank you for your review.
Firstly, I would like to apologize for the delays on your order and for the fact that you feel that you haven't received enough information about the changes in delivery time. INFURN provides our customers with an account on our website, where you are able to keep yourself updated on how far in the process your product currently is.
The information that you previously received from my colleagues about the delivery times, have consistently been according to the current status given by our logistics department. The fact that there has occurred delays, is not something that we could have foreseen.
Furthermore, it is correct that you cannot cancel your order and receive a full refund till after 34 weeks. This is clearly stated in our Terms & Conditions and is therefore not contradictory of EU consumer regulations. I apologize if this is of any inconvenience for you.
Lastly, I can assure you that INFURN is not going to declare bankruptcy and that we on the other hand are a company in growth. We have recently expanded our company to now include the US and currently find ourselves in an ongoing process of constantly striving to be better at what we do.
After our phone conversation this evening, I hope we are closer to solving the issue which has arisen in regards to your order.
If you have further questions at this point, you can contact me via firstname.lastname@example.org or call me on (0045) 69 91 26 40.
I wish you a pleasant evening.
And here is how the story continues:
After posting the review above I received a phone call from INFURN telling me that they are terribly sorry for the delay and that they would find a solution or at least refund my money as my armchair would not arrive by November (I already knew it :-), didn't I ? ). After two days and another mail from my side I received a call that there is no comparable armchair available. So I asked to be refunded as already offered on the first phone call. [name] from INFURN mentioned now that they can not set me up for a refund as I didn't wait for my armchair for more then 34 weeks even though they know that they can't fulfill the contract within those 34 weeks. What kind of company is this??? Do they expect their customers to lean them money for almost a year for nothing??? Anyway [name] promised to check with her manager if they could already refund me now.
I will keep you updated how this process continues...
And by the way: Refund means waiting minimum 30 days for your money (if it ever will arrive). According to EU-regulations a moneytransfer within the EU can take max. up to one working day. So why does INFURN need 30 days to refund the money? This is just ridiculous.
And a little sth. about the comment INFURN posted after my first review: It is just not true what they write about their terms&condoitions. Their terms&conditions are completely contradictory to EU-law. I guess I am aible to say that as I have a university degree in EU-law :-) )
I had a message on my mailbox from [name] telling me that they did set me up for a refund. The confirmation email that I was promised on the mailbox message I didn't receive so far. I will keep you updated how long it will take to see my money back or if I will ever see my money on my bankaccount again.
However the story will end. Shopping with INFURN ment so far giving away your money for more than 8 month without getting anything. It is definetly the last time for me shopping with a company on the web that doesn't offer paypal or sth. comparable.
Well what should I say - I received a phone call from [name] from INFURN on 19-11-2012 asking me for my bank details. I did send them right away as [name] mentioned on the phone that they would send the money on 20-11-2012. She promised to send a confirmation mail soon as the refund would have been done.
I guess I do not need to mention that I didn't receive any mail yesterday from INFURN nor did the money arrive on my account so far..... to be continued.
I can't blieve it. Today I received my money back and ordered a LC 2 armchair with another company. The furniture will be paid AFTER delivery and is supposed to arrive within 3-4 weeks. I hope I will be on the lucky side with this order. Nevertheless I am more than happy that the INFURN chapter is over. All of you out there. Good luck dealing with INFURN ;)
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