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Bordering On Fraudulent ,Can Infurn Turn This Review Around?


Its been two months since I posted last regarding my order, I had been waiting for Infurn to complete my order against an amended delivery date of early October. I now see a further delivery delay on my online order history, order now detailed for delivery December.

I have used Infurns on-line contact form requesting a full refund and cancellation of my order. See below for the full message I sent.

I note a further delay to my order AU-218778. I have previously expressed my concern via e-mail to you over the original delay and requested cancellation and a 100% refund of my payment. Your reply was an offer of 10% credit against further goods from your store which I found insulting and choose not to respond but to wait to see if the amended delivery date was met.

As you have not met the amended delivery date I again request a full refund of my payment made in April and a cancellation of my order. I do not wish to enter into further dialogue with your company regarding my order. I want to receive from your company within two working days of this request confirmation via e-mail of a 100% refund to be credited back to my original method of payment (credit card) this refund to be received within 10 workings days of this e-mail request .

Due to the excessive delay in delivery and lack of confidence I have in Infurn ever completing my order I feIt I had no option but to advise my credit card company of a fraudulent transaction by Infurn and are now in the process of recovering the monies paid to you, I will cancel this dispute once I receive 100% refund as requested otherwise it will be pursued.

I placed and order for 2 x Arne Jacobsen Egg Chairs on 18-04-13, initial delivery date of week starting 22-08-13 quoted, approximately 18 week delivery period, the maximum stated on the Infurn delivery conditions. Although unhappy with the delivery time (only defined post order submission) quoted I trusted Infurn to keep to their commitment.

I contacted Infurn in June 2013 to ask if the delivery was still on track and received a call back confirming the delivery was indeed still as quoted - 22-08-13.

I now find the delivery window has been pushed back to week starting 07-10-13, an additional 8 weeks, Not acceptable and falls outside of the Infurn T&C's for delivery.

I have therefore requested within 1 week of my request (22-07-13) written confirmation that my order will be delivered on the original delivery date + 4 weeks maximum or I will initiate a fraudulent transaction refund via my credit card agency.

Infurn could turn this potential complaint around by putting the customer first and understanding the patience required in dealing with their organisation.

I will update this post as and when/if I am contacted by Infurn.

Stopinfurn.comand Trustpilot@99! found this review useful

24 July 2013

Reply from Designfurn LTD (

Hello Stephen,

I have read your review and thank you for your comments,and have also tried to call you this afternoon to discuss your order.

The standard delivery times as per the Terms and conditions are 10 - 18 weeks and please accept our apologies that your goods have exceeded this time frame.

Our Terms and conditions also cover delays which would come into operation if / when delivery exceeds week 18.

As much as we would like to be able to offer you a faster delivery, the goods which originate in China are then sent to Spain for re-distribution, and regretfully, it is unlikely that they will arrive earlier than the October delivery date given to you.

I have checked the In stock items today to see if Egg chairs are available to send to you for a quicker delivery but there are none at present.

Due to the delay, and after week 18, you would be entitled to compensation on your Customer account for the extra wait until October, and the details of this, we have given you in writing.

If you would like to discuss the matter further you are welcome to call me on the Forums line, or I can call you back at a suitable time to find a way forward.

Once again, we are sorry for the inconvenience caused by the delay and we await your response.

Kind Regards
Valerie - Customer Services Adviser.

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Steven Lewis
United Kingdom