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Buying or selling? Get the right advice

Furniture Direct fails to deliver. Newsflash, guys: it’s bad business to give false assurances to close the deal.

By ImaybeabitchBUTnotYOURbitch - 2 June 2009 43

We ordered something from Furniture Direct in late April. Before we ordered it, we asked when it would be delivered as we needed it soon. The salesman said it would be a couple of weeks, and when questioned further, he confirmed that we could expect delivery in two weeks’ time. Satisfied that we would have the item by mid May, we paid in full for the item plus delivery.

Three weeks later I started calling Furniture Direct. After making several calls – they don’t ring their customers back – I was informed that the item would definitely be delivered the following week. I said this was unsatisfactory and asked about cancelling the order as I’d found something elsewhere that could be delivered immediately.

The manager I spoke with pointed out that the small print on the sales docket says no refund will be made for a ‘change of mind’. I argued that the situation is not a ‘change of mind’ on my part; it’s a breach of their verbal contract to deliver my furniture within two weeks. After substantial debate, the salesman said he could offer a credit note but not a refund. We can’t afford to be out of pocket for that amount of money, and there is no way we will be buying anything from Furniture Direct in future.

It’s been over 5 weeks now and (surprise, surprise) we haven’t heard from Furniture Direct. I’d much rather have a refund than the furniture now; I don’t want them to have my money. It seems that all I can do, though, is spread the word and save others from similar hassles.

A postscript: I was bitching about  this to a friend last week and she said she’d ordered furniture for delivery in March – it hasn’t come yet, either. Imagine our surprise when we discovered we were BOTH dealing with Furniture Direct! I wonder how many more customer dollars they are sitting on while we wait in limbo for our furniture…

What’s Your opinion?


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43 Responses to
Furniture Direct fails to deliver. Newsflash, guys: it’s bad business to give false assurances to close the deal.
peterh 10:51 am 02 Jun 09

ahappychappy said :

Clown Killer said :

Keep in mind the price you paid and the product you purchased was not just a couch (or whatever it was), it was a couch delivered in two weeks. Furniture Direct has taken your money for those goods and not provided them.

I would suggest that you write to them detailing the failure to deliver and advise them that they have seven days to provide a refund in full. You have not changed your mind. The goods for which you paid have not been provided. You have a legal right to a full refund.

Agreed – So long as you had made it clear that the goods were to be delivered in two weeks without fail as they were needed by that time. If they were aware that this was the time frame needed, and didn’t notify you or try and mitigate damages, you should be right in a legal sense and receive a full refund as requested!

another point to make is that you should never sign for any delivery until you have inspected the goods first. many a time have I seen servers with forklift tines through them, and a client who has signed for it, in good condition, by not checking the delivery first. I have also seen deliveries of meat of all things with a pallet with a hollow core – my dockman at the time used to dissect the pallet and count the boxes. many a time a short shipment would be found out.

It is the same for private deliveries. if the courier is in a rush, tough. don’t let them get you to sign prior to inspection. you may find that you have received furniture or other goods that are damaged, either prior to or during transit. you can also reject delivery. if it is incorrect, or you have purchased something in the interim to replace it, reject the delivery. if they try to leabve it without your signature, they are pretty dumb.

Die Lefty Scum 10:36 am 02 Jun 09

Better hold onto them milk-crates a bit longer.

phototext 10:32 am 02 Jun 09

I would have thought you and your workmate are well within your rights to demand a refund as they have not provided the goods within the timeframe as agreed

Statutory rights trump any small print the shop may use an excuse to circumvent your consumer rights.

Have a look at information provided at ACCC and at the ACT Government web sites regarding your rights as a consumer.

ahappychappy 10:30 am 02 Jun 09

Clown Killer said :

Keep in mind the price you paid and the product you purchased was not just a couch (or whatever it was), it was a couch delivered in two weeks. Furniture Direct has taken your money for those goods and not provided them.

I would suggest that you write to them detailing the failure to deliver and advise them that they have seven days to provide a refund in full. You have not changed your mind. The goods for which you paid have not been provided. You have a legal right to a full refund.

Agreed – So long as you had made it clear that the goods were to be delivered in two weeks without fail as they were needed by that time. If they were aware that this was the time frame needed, and didn’t notify you or try and mitigate damages, you should be right in a legal sense and receive a full refund as requested!

hellspice 10:27 am 02 Jun 09

yeah i was thinking about a purchase from them, not now

ahappychappy 10:26 am 02 Jun 09

This seems to be getting more and more common (big unhappy sadface from happychappy).

My parents recently bought a door from Doors Plus. My dad, being the fool he is, paid for it upfront before the door had been installed, however it was agreed that Doors Plus would be out the day after trying to fit the door, to fix the minor issues caused by incorrectly fitting the door.

Surprise surprise, they never came back and would not return his calls. He ended up giving up and we got someone else in to do the job.

Moral of the story is probably do not pay until you’re happy with the service? Unforunate that this is the case, but after this I think he’s learnt his lesson.

Jim Jones 10:23 am 02 Jun 09

Roadrage77 said :

I was on your side until I caught glimpse of your username. Now I really hope you get screwed over.

Because ‘Road Rage’ is such a sympathetic moniker.

Did you have anything intelligent to add to the discussion?

lumnock 10:21 am 02 Jun 09

thanks for the tip, I won’t be buying from them ever.

Roadrage77 10:18 am 02 Jun 09

I was on your side until I caught glimpse of your username. Now I really hope you get screwed over.

Clown Killer 10:18 am 02 Jun 09

Keep in mind the price you paid and the product you purchased was not just a couch (or whatever it was), it was a couch delivered in two weeks. Furniture Direct has taken your money for those goods and not provided them.

I would suggest that you write to them detailing the failure to deliver and advise them that they have seven days to provide a refund in full. You have not changed your mind. The goods for which you paid have not been provided. You have a legal right to a full refund.

If, in the interim the goods arrive do not accept them, do not sign for them, if you maust enter into a discussion with the delivery people advise them that these are not the goods you ordered – you paid for furniture that would be delivered in two weeks not five plus weeks.

Thanks for the heads up on another dodgy enterprise with a crap business model.

Jim Jones 10:17 am 02 Jun 09

I’ve had the same problem with them.

Never again.

fnaah 10:17 am 02 Jun 09

I’m amazed too, deezagood – i’ve had the same issues with Frisco that the OP has had with Furniture Direct, and I’ve heard of others that have, too.

deezagood 10:12 am 02 Jun 09

I sure won’t shop there. On the other hand, Frisco Furniture were really great when we recently changed our mind about a mattress purchase that they had already ordered in; gave us a full refund on the spot with no questions asked. I was amazed.

Feathergirl 10:08 am 02 Jun 09

Thanks for the heads up. I won’t be buying from this retailer.

I-filed 9:52 am 02 Jun 09

Whether you can get a refund possibly depends on whether FD can demonstrate that they were faced with circumstances outside their control …

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