My-Furniture 

Reply from My-Furniture

Updated Jun 17, 2022

Dear Darja,

Thank you for your review, however there are some inaccuracies in your comments.

In terms off this being an ex display unit, we do not have a showroom or store, as such it cannot have been displayed, and was most definitely not displayed.

The unit you received, was shipped to us directly from the factory/manufacturer in the same boxes that you received.

As you are a WA customer, our warehouse team did inspect the unit prior to dispatch, to ensure that the unit was not damaged in any way. We do this to ensure the goods are in perfect condition when they leave us, as the cost of sending replacement items to WA is prohibitive.

In terms of dust, the frames for these units are made in advance and stored at the factory, as such it is more than plausible that dust could have accumulated in the frame at the factory. This could also have been residual dust from the manufacturing process.

In terms of a few finger marks, it is possible that these were not fully cleaned off at the factory, or these could have been from when your unit was inspected prior to dispatch.

If there are marks of assembly/disassembly, this will be from where the unit has been assembled at the factory during production to check quality etc (Unit is supplied in 3 parts so it will be assembled to ensure all parts fit correctly) These would be internal marks where the bolts are fitted, and would be at most very minor. If there are small marks in these fixing point areas, then they cannot be seen once the unit is fully assembled.

So, just to clarify, we do not sell ex display goods, and all units are sold as new and boxed, as was your unit.

We hope this clarifies.

Thank you for your purchase.

Kind regards

MF

Reply from My-Furniture

Jun 17, 2022

Good Afternoon,
All of our products are packaged with a “Tag Indicator” system that is checked before dispatch – this indicates that the whole bolt pack is present on dispatch. Unfortunately, on occasion, bolt packs can be discarded accidentally with the packaging, but in these instances, we will send out replacement packs. Despite our quick actions and responses, you have continued to complain as per the below:
Firstly – When you complained to us about the bed, you vaguely reported ”most” of the screws were missing. We responded immediately by asking which ones so that we could rectify this, but you never responded. When you did later respond, you complained again, saying that “everything” was missing but that the bed had been assembled by a “person/builder/handyman” who had purchased the screws etc from Bunnings. You then gave us “Until the end of the week to sort it out or collect the bed”. With respect, you were very harsh in your emails, and we are mystified why this is, but nevertheless, we strived to solve this. Our communication has been excellent and timely, and certainly not intermittent as you have stated,
Secondly - We asked again what was missing according to the assembly list, and you did not respond. We tried to help, but without the facts how could we? Instead, you focused your efforts into making demands on us, such as collecting the bed, although by your own admission it had already been assembled? You then asked us to also pay for your handyman.
To resolve this for you immediately we offered to send a complete pack of screws/bolts to you, and you insisted they be posted to a specific address, with tracking. We acted immediately and sent this via post, to the address as requested, with a signature on delivery – so that we could rest assured that you received them, thus resolving this as soon as possible for you.
BUT you then complained yet again to us, stating that you would not be home to receive them, despite us sending them at your request, to the address you requested. You will have to forgive our confusion, but we have done everything that you asked,
Why tell us that screws are missing but not specify which ones?
Why tell us that the problem was solved, and the bed assembled, to then say that we should collect the bed and pay for your handyman?
Why ask us to post a bolt pack to an address but then complain that you are not going to be there?
To resolve this, we have contacted Australia Post, and organised for this pack to now be left as a “Safe Drop”. We trust that this will work for you. Many Thanks,

Reply from My-Furniture

May 5, 2022

Dear Customer,

Thank you for your feedback. We are sorry to see you rated us as 1 star. We looked into your review, and we would like to address the points raised for clarity.

We dispatched the goods on 06.04.22. The advertised delivery time frame to your area was 10-14 business days.

Delivery was made on 13.04.22.

As such, we delivered within 5 business days.

You emailed us on the 12.04.22 stating "you were not happy as you had not heard from our freight people" This, just 4 days after dispatch. However, as you were aware, the delivery time frame advertised was 10-14 business days.

As there was no-one at the address to receive the goods, they were left in a safe, dry place. We have the photos from the carrier of the delivery that show the boxes were dry and safe.

Thank you for ordering from us, and we hope you enjoy your furniture for years to come.

Regards

MF