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“Broken furniture, rude staff and not turning up”

written by on 17/04/2013

We ordered almost £2000 worth of bedroom furniture. 3 of the 5 items arrived broken. When we called up the advisor told us that it was unreasonable for us to be unhappy because having broken furniture delivered was "like snow falling from the sky" and they couldn't do anything about it. I'm a solicitor, so I asked for the address for their legal department, to which I was told no, and that there was "no legal precedent" for me to be writing to them. I have to say this is the first time I've been lectured in the law of Scotland by a man who answers telephones for a furniture company.

We then emailed, and a very nice woman rang us back and told us she would have the refund department contact us to refund the delivery (£30) and arrange to have a new table, mirror and door for the wardrobe delivered. The wardrobe door would then be fitted by a company that they contracted the work out to.

The new items were delivered, and one of the three arrived broken. Cue another email to oak furniture land. The wardrobe door was to be fitted the following day, except the company contracted to do it didn't show up. We then had to phone OFL again (via their premium rate number). Phone call one: I was put through to sales by mistake then cut off. Phone call two: I was put through to customer services, then cut off after 3 minutes. Phone call three: they contacted the company who were to fit the door - they told OFL that they had turned up at the time specified (of course they did - I've never heard of a company admit to not turning up). They eventually offered us £35 to get the mirror reframed and £40 to fix the wardrobe door ourselves, which I immediately accepted just to never have to deal with OFL ever again. Except we're still waiting for the refund department to contact us. My partner rang this afternoon and was told there was no one in the entire refund department. Not a single person. We also heard nothing back about the "snow falling from the sky" man, despite asking them to look into the complaint.

The moral here is: just shop elsewhere. OFL furniture is nice, but if you have a job and a life and don't want to wait in endlessly for the delivery of broken goods and for people who don't show up it's much easier just shopping somewhere else. It's just not worth it, trust me