Print

Please login or register.
1 Hour 1 Day 1 Week 1 Month Forever
Login with username, password and session length

[Katherine]

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. 

[Flossieteacake]

I am sorry this has happened. How frustrating for you! Are these companies in the UK because if so you can make complaints. It may also be worth checking their reviews on Trustpilot to see if this has happened to other people.

[Katherine]

Hi Flossie, yes they are all in the UK. I did a google search and many people have said the same thing. 

[CLKD]

Trading Standards to see if they are building cases against these companies?

Did U buy by Credit Card because you will be covered.

[getting_old]

I agree. Prices have gone up and quality has gone down 
It's a sad state of affairs but I find the only way to get attention these days is to post a complaint on their social media.

[Katherine]

No I paid by debit card. I could take it further but I’m really busy and after about 5 phone calls each for 2 of the companies I’ve got what I asked for but still fighting with the 3rd which is relatively low value but it’s the principle.I think the idea these companies have is if they make it difficult you will go away but the more they do it the more determined I get.
I’m just going to avoid them in future and read reviews first.  I don’t really use social media tbh, I’m a bit old school but I will have to start, thanks for the tip. I think I’m more upset because it’s just so sad that this is so common, it’s depressing.

[CLKD]

Shop locally?  Shop via antique fairs or auction sites?  When buying used, much of which is far better quality than modern items, it is really good recycling/green mentality.  I love Ercol but now I can afford it, I don't have the space   

[Katherine]

Yes, good idea, I think I automatically buy from online big names but buying a lot at once has made me realise how rubbish they can be and how no one really cares in customer service. It doesn’t seem to occur to them that it’s because of customers that the companies exist and that’s why they have jobs. I will buy local or second hand from now on.

[CLKD]

I can guide you forwards    always remember that auction houses charge the seller and the buyer a Premium plus VAT.  Do read their T&Cs B4 bidding.  One gets a number which is registered to the name and credit card.  Then away you go, having looked at the items on offer the week prior to the auction.  I can tell you which houses to avoid ;-).

There are lots of outlets selling 2nd hand/used most of everything  .  Most offer 10% discount, it's not bargain hunt and dealers need to make some profit.  U buy 'as seen' so do check each item that you fancy to make sure it is what you want.  We love searching even though we don't need anything else  . 

Until recent years we have bought 'new'.  However, I could bring home furniture as others rescue kittens 

[Katherine]

Thanks CLKD for the info. I don’t need anything else right now but will keep in mind for in future. I’m just going to sort out the mess from my online purchases and give the shopping a rest for a good while.x

[CLKD]

Gift buying too ;-).

[Minusminnie]

No I paid by debit card.

I would never pay by debit card online always by credit card as it gives you more protection.  Maybe it is easy to send out faulty goods to debit payers knowing there is less comeback ??  that may just be a conspiracy theory on my part 

[flossie fiddler]

I’m so sad to hear this. I run a (very) small business online, and for me quality and customer service is key. If something is not right, I try to put it right as a happy customer is important to me.

When large companies don’t play ball, I feel it reflects on all online businesses and makes people reluctant to buy. Supply issues could be the problem, but fobbing off unhappy customers is awful. I’ve had two major issues as a buyer, where the companies were rude and totally unwavering with faulty products. Any normal person might have given up pursuing a return and refund, but I was a dog with a rag.

It’s always worth familiarising yourself with UK consumer law, and your rights with regard to timescales for return and changes of mind. In my online store, I have to have all of this on view, and if I don’t, a customer has an extra year to state their intent to action a return, instead of the usual 14 days. So it’s worth checking if the company you’re buying from is compliant with UK law.

[CLKD]

Someone I. know is having problems with a 2nd hand car  .  Denial by the seller, rudeness ....... I've told her to contact Trading Standards because they may be building a case as well as checking her legal rights via AA or RAC.

'dog with a rag' 

[Katherine]

Flossie fiddler I have a v small online business too and I’m the same with customer service, I want them to be happy and am flattered when people buy my products. In future I’m going to buy from small online sellers and local businesses, eBay second hand etc. I feel that things have got a lot worse with large online sellers recently, the 3 companies I am dealing with are massive and they seem to have a policy of trying everything to deter people from returning anything or refunding. I checked their trustpilot reviews and everyone is saying the same thing. Anyway I feel much better now I’ve slept on it and decided to avoid these companies in future. And I love the idea of antique fairs CLKD! Thanks everyone who supported me with this thread I was feeling really down yesterday xxx oh and the dog with a rag, that’s me too! The more resistance I get the more determined I get!! It’s just when I get bogged down I sometimes feel overwhelmed. Minusminnie I will get a credit card, good idea.