Please see the conversation below and think twice about buying from www.furnitureinfashion.net. The products were poor, shoddy, dirty, marked and cut and i am still waiting to get my money back after a very long wait and promises.
icket Thread
Thu, Mar 31 2011 12:50pm
Important Please Read Below
Thank you for submitting a ticket at FurnitureInFashion.net
Thu, Mar 31 2011 12:52pm - staff
Dear James
You have submitted an empty ticket to the support centre. Please can we ask you to log into your ticket and leave a message and more details about the damage to us.
Thank you
Kind Regards
Support Team
Thu, Mar 31 2011 1:44pm
Hi
The stools arrived yesterday with no issues. I have unpacked them and all components are present. There are a few issues with the components
- two of the seats have small cuts in the faux leather
- one of the seats has a red mark/stain, a blue dot and a brown dot on the faux leather
- all four seats have a least one dark dot on the faux leather
- all four gaslift cylinders have stains on the chrome. I have wiped them with a clean damp cloth and dried off with a clean soft cloth which has removed some of these stains but some remain.
If you forward an email address I will try and forward pictures to you.
Regards James

Thu, Mar 31 2011 5:03pm - staff
Dear James
We are very sorry to hear this! Please can you submit images of the damages to: [email protected]
Kind Regards
Support Team

Fri, Apr 1 2011 11:47am
Hi
I sent the the pictures yesterday by email. Did you get them?

Fri, Apr 1 2011 12:25pm - staff
Dear James
We have received your images and are very sorry to see these faults. Are you after replacements or a full collection?
Kind regards
Support Team

Fri, Apr 1 2011 1:37pm
Hi
Thanks for your prompt response. I do not really want replacements. Do I get a full refund including package and postage on a full collection? How much discount would be refunded if we were to keep them?
Regards James
Fri, Apr 1 2011 2:24pm - staff
Dear James
We can pass your images onto a manager for a price if you are interested?
Kind Regards Support Team

Fri, Apr 1 2011 2:37pm
Yes, let me know their thoughts and then i will speak to my wife.
Regards James

Fri, Apr 1 2011 3:04pm - staff
Dear James
We will get a price for you and update you accordingly.
Kind Regards Support Team

Tue, Apr 5 2011 10:26am
Hi
Is there any update?

Tue, Apr 5 2011 5:16pm - staff
Dear James
We will be receiving a price tomorrow morning for you.
Kind regards Support Team

Wed, Apr 6 2011 2:16pm
I have still not heard anything?

Wed, Apr 6 2011 5:29pm - staff
Dear James
We will get this checked for you.
Kind regards
Support Team

Thu, Apr 7 2011 1:54pm
Ive been waiting since Friday for a response to the following
Do I get a full refund including package and postage on a full collection? How much discount would be refunded if we were to keep them?
I have been patient, but that is now running out.
When should i expect an answer?

Thu, Apr 7 2011 1:58pm - staff
Dear James
We can arrange for a 20% discount to be placed on your order.
Kind regards Support Team

Thu, Apr 7 2011 2:06pm
No Thanks I assume given the products condition a i get a full refund including package and postage on a full collection?

Thu, Apr 7 2011 2:14pm - staff
Dear James
We apologise for any inconvenience of receiving a damaged item but sometimes damage can occur over transit.
Regarding the refund please view our terms & conditions which you accepted we are required to send parts to ensure you receive a complete undamaged item.
If we cannot resolve the issue with a replacement then we would arrange a collection with no charges and a full refund.
If you refuse our help to resolve the issue it changes this ticket to a normal return where you dont want the item after we have delivered you are absolutely within your rights to ask for return and we will collect, however there will be a collection charge regardless of issues with product.
If you have a complaint regarding the damage we will resolve the complaint by replacing the damaged parts.
If you want a return and refund we will arrange for a return and refund minus the collection & delivery charges.
Please advise?
Kind regards Support
FurnitureinFashion

Thu, Apr 7 2011 4:10pm
Okay I will package the chairs up for collection. Before the replacements are sent please assure me that someone with a high attention to detail checks the chair leather for marks, cuts and stains and that the metal parts when polished are checked for marks and stains. Of the four chairs you sent three had cuts in them.
When will they be collected?

Thu, Apr 7 2011 4:11pm - staff
Dear James
When is the best date for collection for you?
Kind regards Support Team

Thu, Apr 7 2011 4:14pm
tomorrow?

Thu, Apr 7 2011 4:53pm - staff
Dear James
We will get this arranged for you.
Kind regards Support Team

Fri, Apr 8 2011 10:35am
Do you know what time pick up will be?

Fri, Apr 8 2011 10:53am - staff
Dear James
Collection of your item has been arranged for today via DPD under reference: C 0040 847 231
Please ensure the item is securely packaged and is ready for collection.
Kind Regards Support Team

Fri, Apr 8 2011 3:18pm
The reference you have given me is not recognised by the DPD website?
The items are ready to go.

Fri, Apr 8 2011 3:24pm - staff
Dear James
We have checked this with DPD and they will be collecting from you today.
Kind Regards Support Team

Mon, Apr 11 2011 10:26am
DPD collcted the packages this morning

Mon, Apr 11 2011 10:39am - staff
Dear James
Once the item has been returned back to us we will arrange for replacements to be sent out to you.
Kind Regards Support Team

Wed, Apr 13 2011 3:33pm
Hi
I have recieved a message to say that the replacement chairs have been dispatched. Did some one check the contents for flaws/ holes/ marks / stains ect before they were sent?

Wed, Apr 13 2011 3:43pm - staff
Dear James
they have been checked for you.
Kind regards Support Team

Wed, Apr 13 2011 3:48pm - staff
Dear James
We have arranged for your replacement items to be dispatched via DPD so you receive tomorrow under reference: 4004042277
Once again we are very sorry for all the inconvenience caused and hope you will soon be able to enjoy your item.
Kind Regards Support Team

Thu, Apr 14 2011 4:24pm
The Stools have arrived and are marked and grubby on the faux leather. They are meant to be white not dirty white. Please arrange for them to be collected tomorrow and for the money to be refunded. You have now wasted a lot of my time and your time by supplying a sub standard product.
Very Dissapointing

Thu, Apr 14 2011 4:36pm - staff
Dear James
We are very sorry to hear this! Please can you submit images of the damages to: [email protected]
Kind Regards
Support Team

Thu, Apr 14 2011 4:40pm
I have wasted enough time typing all this correspondence, taking pictures, unpacking, packing, taping up, waiting for couriers, being told a courier would arrive on one day and then arriving 3 days later. It will be waiting to be picked up tomorrow.

Thu, Apr 14 2011 4:41pm - staff
Dear james
We will get this arranged for you.
Kind regards Support Team

Fri, Apr 15 2011 11:53am - staff
Dear James
Collection of your item has been arranged via DPD under reference:
Please ensure the item is securely packaged and is ready for collection.
Kind regards Support Team

Mon, Apr 18 2011 11:10am - staff
Dear James
We have received your items back into our warehouse where the warehouse have confirmed the items were checked prior to dispatch where they were confirmed in good condition and the items have also been returned back to us in good condition and for this reason we will have to refund you minus collection and delivery charges.
Kind regards Support Team

Mon, Apr 18 2011 1:32pm
Dear Support Team
I suggest you take a look and have a closer look at the product. Your response is not factual and a matter of opinion. I can assure you that the items were as i described and not in the condition you would expect of a new out of the box item to be. The faux leather was marked with stains and grubby. It would be unacceptable for you to deduct any money from a full refund. For the avoidance of doubt if you choose to do so i will be contacting my credit card company and i will also be placing this conversation, video and pictures of the sub-standard products that were sent on youtube and social newtworking sites for the public to see how furnitureinfashion.net operate.
Regards James

Mon, Apr 18 2011 1:35pm - staff
Dear James
Do you have images of the replacements that were sent to you?
Kind regards Support Team

Wed, Apr 20 2011 12:07pm
Dear support team
I do appreciate your role but those stools were not in an acceptable condition. As I explained to you before i have wasted enough time on this and to no avail. I am not sending you any more of the pictures or film taken. I have more than fullfilled all my required obligations as a customer to you. I will expect my refund and confirmation of it in the next 24 hours. If this is not forthcoming I will be taking further action through alternative channels.
Regards James

Wed, Apr 20 2011 1:01pm - staff
Dear James
Thank you for your understanding!
I understand your point but I can only forward your ticket to the refunds department with the information provided by the warehouse which states that stools returned were without any issue. If images were provided I could support your claim - I cannot do this because I have no images.
I have asked for images of stools from the warehouse so I can see for myself.
Kind regards Support Team

Wed, Apr 27 2011 2:04pm
Hi
What stage is my refund at?

Wed, Apr 27 2011 5:03pm - staff
Dear James
We are just awaiting images from the warehouse. Due to the easter holidays there is a slight delay with orders.
Kind Regards Support Team

Thu, Apr 28 2011 11:32am
You have had them for 10 days now and my money for over a month. Surely some one can just take one look at them and see this is not what you would expect the condition of new stools costing £324 to be. I have been shopping on the internet for over 8 years and the experience with your company has to be the worst ever. When should i expect my money back?

Thu, Apr 28 2011 4:43pm - staff
Dear James
We are sorry to hear this and the money will be back to you in the next 5 working days.
Kind Regards Support Team

Wed, May 11 2011 10:40am
I have spoken with Mastercard and the money has not been received. It is 7 working days since you sent me the previous message. They have asked me to ask you for a revised date as to when the money will be received?

Wed, May 11 2011 1:50pm - staff
Dear James
We are very sorry to hear this and will check this with accounts and get back to you.
Kind Regards Support Team

Thu, May 12 2011 1:55pm
Any news on the money?

Thu, May 12 2011 2:35pm - staff
Dear James
The accounts team are looking into this and have confirmed the money will be back to you within the next week.
Kind regards Support Team

Thu, May 19 2011 10:07am
This conversation is ridiculous. I have still not being paid. If i do not receive the money in the next 24 hours i will be contacting Mastercard with regard to this transaction.