My-Furniture 

Reply from My-Furniture

Updated Feb 2, 2022

Dear Customer,

Thank you for your feedback.

We are disappointed that you rated us so low, and would like to address the points raised.

You placed your order on 26th December 2021. As per our advertised information on the site, and as per your order confirmation, we were closed until January 4th 2022 for the Christmas and New Year holidays. As such, your order was never going to be dispatched until after January 4th 2022. This accounts for you "waiting for delivery for more than one week"

On the morning of January 4th, we went to book your order to be collected by the carrier. At this point we were informed that the on forwarders to your area (Regional) had gone out of business, and were no longer trading. Thus, we then had no other options to deliver this type of large furniture to your area.

As such, we contacted you on January 4th, and advised that as we could no longer deliver your order, we would have to cancel and refund your order in full. This was duly actioned on January 4th, and we refunded you in full.

We are sorry that this occurred, and we do empathise with your position, but as we were closed for the holidays (as were the carriers) we were not aware that we no longer had a freight carrier option to your area until we reopened on January 4th.

As such, we notified you immediately after the Holiday closure, so there was in fact not an actual 10 day wait to refund, as we were closed whilst the order was placed, which you were notified of on the site, and when you placed your order.

We hope this clarifies, and we do understand you were disappointed, as were we.

It would be appreciated if you would reconsider your rating based on the facts presented, as this situation was beyond our control, and we did notify and refund you the moment we reopened.

Kind regards

My-furniture

Reply from My-Furniture

Jan 10, 2022

Thank you for your review,
You are correct in your description, in that we do instruct that all goods be checked within 24 hours of receipt so that any issues can be dealt with immediately. As you can imagine, without this important facet it would be very difficult to make an evaluation. Before purchasing, all customers are advised that they must read the T&Cs, and agree to these prior to proceeding, in fact, our site will not allow you to proceed without this. This states the 24 hour rule, and because it is so clear, it protects customers from agreeing to something that they perhaps cannot uphold, thus giving them a chance not to proceed. Once a customer ticks this box and proceeds, this is their agreement to the T&Cs, and forms the contract of sale.
When goods arrive there is also a reminder on the box to open and check these within 24 hours of receipt.
We are incredibly timely and responsive to any issues, and our customer service is excellent, however I can see that these goods were delivered on 21.12.21, and the goods have therefore been in your possession for 30 days. Many Thanks.

Reply from My-Furniture

Dec 10, 2021

Hi,

Firstly, we are delighted that you have received all of your order. Secondly, thank you for your review.

Just addressing your comments on the lack of telephone support:

We moved to an email and live chat system, as we have found over the years, that issues with warranties, shortages or damages etc, are best dealt with via these mediums, as we can get all of the correct information, and deal with these issues more efficiently and accurately.

In terms of damages etc, we need images and other information to raise a claim with the carrier, as such a telephone call would only be a step in the way of this, as ultimately we would need an email in any event.

As most carriers have moved to a ticketing system to lodge issues, it's vital that we get the exact information and backstory to any issues. This way we can keep our customers in the loop at all times, and there is a trail that we can all follow. No - "they said this" etc. We can also show the carrier the issues the customer has had, or is having.

We respond to all emails quickly and efficiently during our business hours, and we always get back to our customers, usually within a few hours or quicker. We have a live chat service during business hours, which is operated by staff here in Australia in real time.

We believe that the way we respond ,and as quickly as we do, we can provide far more efficient sales and support service to our customers, and this is backed up in writing so as to avoid any confusion.

I hope this helps clarify our processes, and thank you again for placing an order with us. We hope you enjoy your furniture for years to come.

Kind regards

My-furniture