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Outstanding product and service.
After being let down by another online retailer I was very apprehensive about ordering again online.
Alex was very understanding and helpful.
Received my long awaited dining table and I am thrilled.
Thank you!
Dear Duncan
I am afraid you are not interested in answering none of these statements.You rather repeat yourself again and again and ignoring the real issues. Please read carefully below.
not having a receipt doesnot mean they are not purchased from you. in fact you know well it is. 1. but are trying hard to deceive me by giving me wrong infos.1. (asking me to buy a hard wearing and black fabric fire retardant). that is absolutely wrong practice. how can you ask me to buy a hard wearing and black underside chair. while the other chair has the original proper light and white fabric under-chair on a beige upholstery chair.
2. since our dispute you are also trying to mislead and misrepresent the same original pair of chairs on your site. By replacing the main photo of these chairs to a different colour which is now rather brown. while keeping the light beige original colour chairs and just showing a tiny small corner of the chair on the second and third photo. we have the screen shots and camera shots of these misleading changes with dates etc....
Dear Duncan
not having a receipt doesnot mean they are not purchased from you. in fact you know well it is. 1. but are trying hard to deceive me by giving me wrong infos.1. (asking me to buy a hard wearing and black fabric fire retardant). that is absolutely wrong practice. how can you ask me to buy a hard wearing and black underside chair. while the other chair has the original proper light and white fabric under-chair on a beige upholstery chair.
2. since our dispute you are also trying to mislead and misrepresent the same original pair of chairs on your site. By replacing the main photo of these chairs to a different colour which is now rather brown. while keeping the light beige original colour chairs and just showing a tiny small corner of the chair on the second and third photo. we have the screen shots and camera shots of these misleading changes with dates etc....
Dear Duncan,
unfortunately you are not even reading my messages which you need to. so you will realised that you are not replying appropriately.
HOW WOULD YOU ASK THE CLIENT TO BUY HARD WEARING FIRE RETARDANT COVER AND BLACK COLOUR. COME ON ,THE FIRE RETARDANT FABRIC ON THE OTHER CHAIR IS VERY LIGHT AS A VEIL AS SHOWN ON PHOTO AND IT IS OF WHITE COLOUR..
SECONDLY, HOW CAN YOU ASK TO BUY BLACK FIRE RETARDANT COVER FABRIC ON ONE CHAIR WHILE THE ORIGINAL IS WHITE ON THE OTHER CHAIR IS WHITE. THERE IS NO CONSISTENCIES OF INFOS WHATESOVER
this is your response to the client, for the replacement of underside chair fire retardant fabric:
I would just suggest she gets some hard wearing black fabric from a fabric shop
Duncan, you got emailed photos of a light beige chairs and white and light Weil kind of fire retardant fabric How come would you tell the client to buy:
1. A HARD WEARING BLACK FABRIC.
2. With all my respects, do not you read the client email and attached photos. WHICH SHOWS THAT THE CHAIRS ARE LIGHT BEIGE COLOUR. AND THAT THE FIRE RETARDANT FABRIC IS OF A LIGHT VEIL KIND OF FABRIC AND WHITE COLOUR AND (NOT BLACK)
I am afraid that is clearly not a good practice of CLIENT CUSTOMER CARE SERVICES appropriate issues handling.
Reply from Furnishourhome
New reply to Maria: 13th March 2022:
Hi Maria,
We would love to provide you with a brand new item free of charge, but for obvious reasons we need you to provide details of this item being bought from us (or alternatively the details of the person who bought it from us would fine). This is standard practice as I'm sure that you are aware.
Unfortunately, as you cannot provide any small detail that links your item to being bought from us, the best tht we can do is contact the supplier for their advice. This is something that we have already done for you and you are unhappy with their response.
May I suggest that you also refer to my previous responses, explaining that we do not not alter or amend images. This is becaue image assets are the Intelectual Property of our suppliers. Without doubt you are getting your wires crossed on this point.
Finally I would like to note that you have historically left 15 Trust Pilot reviews. 14 of these are 1 Star reviews...
You have chosen to write a review on Trust Pilot however we use a different independent review site. You can view all our verified customer reviews at the link below:
https://furnishourhome.co.uk/pages/reviews
Best wishes, Maria.
Duncan
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New reply to Maria: 13th March 2022:
Hi Maria,
We understand that you didn’t buy these chairs from us but we were still happy to liaise with our supplier about the issue with your chair. Our supplier provided the response that you have quoted below and I cannot help that you are unhappy with their response.
We will be able help further if you can obtain proof of purchase from the person who bought the chair from us (information as simple as the order name will suffice). If you can provide this, we will be able to match to an order and will be happy to replace the chair for you free of charge.
Best wishes,
Duncan
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New reply to Maria: 10th March 2022:
Hi Maria,
As outlined in my last message, we have no idea where your item was bought from because you haven't provided any form of proof of purchase, order number or order name. If you can provide any of these, we would gladly exchange your item free of charge. Without this information we are still happy to help you which is why we liaised with our supplier for you and provided you with their recommendations. Unfortunately you were not happy with their response.
May I suggest that you obtain the details of the person who originally bought your chair for the Event? If you could send their details over to us, once verified, I will gladly offer you an exchange for a new item free of charge.
Finally, and importantly, I need to point out that no images have been changed on the product listing as you have inaccurately suggested. We have strict legal agreements with our brand/supplier meaning that only images provided by them can be used to promote their brand and products. The images on our site are original images provided by our supplier and have never been changed or altered. Our supplier would be able to verify this.
All the best
Duncan
----------------------
Hi Marie,
Thank you for sharing your comments and we are sorry to hear that you were not satisfied with your experience. We do our very best to help everyone who conatcts us.
You recently contacted us informing that there was a problem with the material on the underneath of your dining chair. You also informed that you didn't buy the chair from us, advising that someone else bought it. When we requested the order number/details, you were unable to provide.
Nonetheless, we still wanted to help you so we liaised with our supplier about the issue who provided the response that you have quoted in your review below. We are sorry you feel that this was an unsatisfactory response from our supplier.
If you can provide an order name / number we would be delighted to replace the chair for you free of charge.
With hundreds of retailers in the UK selling this model of chair, I am sure that you can understand and appreciate our requirement for needing a record of the transaction before we can exchange an item.
You have chosen to right your review on Trust Pilot however we use a different independent review site. You can view all our verified customer reviews at the link below:
https://furnishourhome.co.uk/pages/reviews
Thank you and best wishes.
Duncan
As a customer that’s suffered from the wrong doings of the company, the guy on the phone raised his voice to me and refused to take action on a problem that is theirs. Drove me to tears on the phone. If anyone wants to buy from a company this rude, think twice. No sense of customer service. Very poor.
Just received a call after my recent purchase of a coffee table, thanking me for making that purchase, and the lovely guy on the phone was very sweet and expressed how grateful they are for the business. Our order is slightly delayed but that is no issue and he explained they will keep in touch when it arrives etc. Perfect customer service, and can't wait for my table to arrive!
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