Update 26th November 2013:-
Well what more can I say?, after my last posting and appeal to reinstate my review of Infurn (which Infurn tried to remove), I receive the email shown below from Infurn offering to reimburse me for the difference in the cost of the special edition egg chair when compared to the standard edition chair that was actually shipped to me.
As expected I responded to the email received from Infurn (shown below) and have heard absolutely nothing back whatsoever. (Appalling customer service and follow up).
On 22 Nov 2013, at 19:39, (Name withheld) @infurn.com> wrote:
Thank you for your message.
I have tried calling this afternoon to discuss your order.
Yes, we can arrange a refund for the special edition refund for you if you no longer wish to wait for it.
However, can we please discuss / finalize the the amount to be refunded, in view of the standard egg chair which you have and any extra duty you paid.
(name withheld) - Customer relations Adviser.
Update: 21st November 2013:
Well I am astounded, as my review was temporarily removed for the last 48 hours due to supposedly naming the wrong company?. As far as I am concerned my dispute and critical review is clearly directed at Infurn.com, whom with I have an online account and placed the original order, so quite certain no mistake on my part.
Latest Update: 19th November 2013.
Well what a surprise?, after all the promises form [name] by email and phone, informing me that a replacement Arne Jacobsen Special Edition Egg Chair would be available for delivery on the 18th November 2013, (exactly one year after first ordered and paid for) what happens?. Early in November 2013 the delivery date gets moved back to 12th December, then yesterday guess what?, delivery date is now moved back to 10th March 2014, yes some 17 months after first ordered and paid for chair.
This really is pathetic and a scandalous company to do business with. They are dishonest and have no real commitment to their customers. Be warned.
For those who live in UK have purchased products from Infurn you are protected for 6 years under the Sale of Goods Act 1979 (as amended) in that any furniture items bought online should be delivered in reasonable time and be of satisfactory quality and fit for purpose condition. Contact Consumers support line on 08454 040506 for full details on how to follow up on complaints against this company in the UK. The consumer law in England clearly states that if they can not meet your basic requirements as a consumer you are entitled to immediate replacement or a full refund. That is the law and any attempt to deliberately mislead the consumer of their legal rights is subject to criminal prosecution. Refer to leaflet OFT002_SOGA_explained.pdf available for download by typing in leaflet title on Google search.
I do hope this information helps other consumers from following in my footsteps, and anyone else thinking of ordering from Infurn, read all of the real furniture reviews and be smart and stay away from this company.
New Update: 10th September. I have been contacted by [name] from Infurn, (by phone and email - see feedback below), I have also been reassured that my replacement Special Edition Egg Chair is on order and due to be delivered in November 2013.
Latest UPDATE: 09th September 2013
Well now INFURN can't even be bothered to respond to their poor Trustpilot reviews, which provides a very good indication on the standard of non existent customer service they provide. If thinking of ordering from Infurn....DONT.....DONT. Then you won’t be disappointed. There are several other repro designer companies out there that are much more reliable and still offer competitive pricing. If you read all of the reviews in Trustpilot you quickly realize this is a company that has no standards whatsoever. They take your payment immediately and then fail to meet any of their delivery datelines and then if you are one of the fortunate customers to actually receive the goods, you find that you have not received what you ordered.
I have had an outstanding complaint on file since 28.05.2013 (Claim# 6362d90f50), for the supply of the original Special Edition Arne Jacobsen Egg Chair which I ordered back in November 2012 and was informed would take 12 weeks to re-order on the 28th May 2013. ( I actually received a standard aniline leather Egg Chair packed in a "Special Edition" labelled box, although this standard chair was actually priced some £360 cheaper than the Special edition chair that I paid for).
Well today is the 9th September 2013 , some 15 weeks since complaint logged and not received any further updates on current status of replacement Special Edition Egg Chair. KINDLY NOTE INFURN: Deliberately packing items in wrongly labelled packaging and trying to pass them on as superior goods and obtaining a much higher price for them is classified as Fraudulent behaviour.
Previous UPDATE: 25th August 2013:- The good news;- I have now received 4 items from original order, although shipped the wrong "Standard " Aniline Leather Arne Jacobsen Egg Chair, so still awaiting on INFURN to keep their promise and deliver the new originally ordered replacement "Special Edition" Nubuck leather egg chair as per my original order and payment. So once again totally over to you infurn to prove yourself and deliver as promised?.
Originally posted complaint earlier in May 2013. However after some quick follow up and promises from Infurn I was asked to change my review, which I did in the belief that they would deliver. I now realise that this was simply a delay ploy to gain a better rating on Trustpilot and slowly let my review dissolve over time.
Ordered 4 items in November 2012. . I ordered and paid for the much more expensive Arne Jacobsen "Special Edition" Egg Chair. I actually received the much cheaper (£369 cheaper) Aniline Leather version, which had several bad quality imperfections from the factory. Very substandard. I was promised a replacement chair, but once again a totally empty promise. This s a really bad company that has no morals and the worst customer follow up I have ever experienced. I will never use again and strongly suggest others not to follow my bad experiences. There are several other reputable companies out there that will deliver quality designer reproduction furniture at reasonable prices without all of the hassle. I wish I could give less than one star review, as that is what they are really worth. Remember they have been in business for several years now, however they have not improved at all in their delivery and customer service, which is totally inexcusable. Never again INFURN !!!!
21st July 2013 UPDATE:- Firstly Action speaks louder than words. As for the special edition chair being an ordinary chair shipped in a special edition box, just goes to show the total lack of quality control. If and when the table base and special edition chair ever arrive then of course I will eat my words, and be glad too, but until then.............
Oh yes and unless I actually ever receive the special edition chair that I ordered and paid for, then the Standard edition Aniline leather chair I have at home has actually cost me much more (+£369 + import duty and Vat) than I would have normally paid. So until new chair arrives the one I have is pretty expensive, so no freebie from Infurn there!. As I said at the start of this email. "Action speaks louder than words", and I will not simply disappear, so look forward to my next status update approx. 2 weeks from today. :-)
Reply from Designfurn LTD (infurn.com)
Thank you for our comments. We discussed your order today, and have gone over the details, especially as relates to the Special Edition Arne Jacobsen Egg Chair.
Whilst I understand your concern about this item, there was never any deliberate intention to deceive you. It was acknowledged at the time that the Standard chair had been sent you in error and we offered an open claim to to produce a new Special edition chair for you, which you accepted. We ask all Customers to kindly log into their Customer account on a regular basis to check progress with their orders, and your one currently shows 14 lapsed weeks, The standard delivery time being 10 - 18 lapsed weeks, it is therefore, still on schedule, and the planned delivery date is in November.
Please bear in mind that although it took longer than expected you did eventually receive all parts of the side-table and all of the other items on your order, and we can only re-assure you that you will also receive the Special Edition Chair which is currently in progress. I have advised that you are more than welcome to keep in touch via the Forums site until the chair arrives, and if you require any further assistance in the interim, I am sending you my contact details today.
[name withheld] - Customer Services Adviser.
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