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[Limpy]

Katherine - I have only just seen this so am late to the discussion but what has helped me to get online shopping complaints resolved is to email the chairman directly. I've done this with Waitrose and M&S it's prompted action each time.

[Katherine]

Hi Limpy, good on you! I tried this sort of approach with a big energy supplier once but the people higher up treated me just as badly if not with more contempt. Which makes sense because company policies come from the top, customer service advisors are usually just following procedures. But it’s great that it worked for you and thanks for the tip much appreciated xxx Just tried to change the thread name to be more accurate but it doesn’t seem possible ..

[Katejo]

Hi ladies, I feel like tearing my hair out today about this and was wondering if any of you have had similar experiences. I’ve recently moved house and bought a lot of furniture online, most of it from 3 well known big names. I’m not exaggerating when I say at least half of it is faulty or damaged, which wouldn’t be so bad if it was easy to resolved. I am always polite when dealing with customer service people, but have been met with multiple attempts at fobbing me off, being hung up on, online chats being aborted, being put on hold for a ridiculous amount of time, returning products then being sent back the same item (!), bring given complaint email addresses that do not accept incoming email (!), I could go on. It feels like these 3 companies are doing everything they can to get rid of damaged goods and avoid taking them back.  Needless to say I will never buy anything from any of them again. I know this type of thing goes on but it seems to be on an industrial scale right now. Any comfort, advice or helpful tips would be greatly appreciated. 

  I am about to buy new furniture for my living room. I will only buy from firms which still have a showroom where I can see and touch all the possible items before choosing. Just waiting for the redecoration of my living room to be finished b4 making the final choice.

[Katherine]

Wise choice Katejo. It might be a good idea to ask to see the actual item that you are taking or getting delivered too as it might not be the one on display.

[Katejo]

Wise choice Katejo. It might be a good idea to ask to see the actual item that you are taking or getting delivered too as it might not be the one on display.

  That might be harder as it is unlikely to be available to see at a local branch.

[Katherine]

Katejo I guess it’s just a case then if checking the returns policy. Good luck anyway I hope it all goes well x

[CLKD]

Go to antique shops/fairs so that you can see what the furniture looks/feels like.

[Minicat]

I’ve definitely noticed the same thing with big furniture retailers lately, it’s like the service quality has just dropped off a cliff. I had a sofa delivered last year, and not only did it arrive with a big scratch on the frame, but it took forever to get anyone to actually deal with it. Endless calls, emails bouncing, customer service agents who seemed to disappear mid-chat. I remember thinking that if you’re unlucky enough to get a damaged piece, you’re in for a seriously frustrating process.

That’s why I’ve started looking more at smaller, local places or at least companies that make customer service part of their whole brand. For my outdoor furniture, I recently went with a Canadian company that actually focuses on quality, sustainable materials, and proper aftercare way less stress, and the pieces have held up so well. You might want to check out affordable luxury  outdoor livingsince it’s not just about style but decent after-sale support too.

[CLKD]

I find antique fairs etc. really good - it's recycling at its very best! 

We've had our sofa with lift-up seating for resting, recovered with similar material 3 times since the late 1990s. 

Also British Heart Foundation has some really good used/pre-loved furniture !

[littleminnie]

We like modern contemporary furniture so we’d never visit an antique fair.  There are a few shops you can still get modern furniture from. We do donate the furniture we are replacing to the British heart foundation.

[CLKD]

When we were first married DH fell in love with some Italian furniture ........ I managed to talk him out of that!  [hated it  ]

Most of ours in recent years is pre-loved: anything from Cotswold Furniture has lasted well.  2 years ago we broke up and burned.