Fusion Furniture Store
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Extremely unhappy and will be looking to take this further if not resolved by this Thursday. (updated on 16/01/22)
**** UPDATE as per 16/01/22: after I had launched a serious complaint, meaning to implement every word I said (see below), the company finally reacted swiftly and took action. They leased with the delivery company, which no longer took on new assignments due to cutting too close to Christmas. Fusion Furniture put pressure on their delivery partner, resulting in me timely receiving the first two items from my order meant to be delivered before Christmas. For that, I will add another star. I shall upgrade it to four stars as soon as I receive the large bookcase which was promised to arrive sometime after Christmas due to unforeseen problems with the stock. Of course, this is subject to Fusion Furniture taking on board previous mistakes: being proactive in chasing the rest of my order with the supplier and leasing with and keeping me updated regularly on the development and expected delivery times. I hope not to chase my bookcase for the remainder of this year. ___________ **** Original review from December 2021: Dear Team at Oak Furniture Store, also known as Fusion Furniture. I am highly dissatisfied with the service I am receiving from your company. What should have been an easy purchase of the furniture more than a month before the Christmas cut-off date has turned into a horrible example of customer service. I have been chasing my furniture since the 17th of November. Mind you that ALL three items had the status of "available in 2 weeks". I knew that the large bookcase would be delivered after Christmas and made my peace with it. However, you continuously reassured me and promised me that the other two items would be delivered on time. Three weeks ago you told me that the coffee table and small bookcase had arrived in your warehouse. Last week I spoke with the wonderful lady who said that my furniture WILL be delivered before Christmas. Today I have received an email from the courier who, upon my phone call, told me that my items would be delivered the first week of January. How is this possible when you explicitly promised to deliver BEFORE Christmas. This is an important detail because the UK Consumer Rights state the following: "Any information is given or promises made to you about the service that helps you decide whether to buy or to make any further decisions about the service must be upheld by the trader". My decision to purchase your goods was based on the availability status ( 2 weeks as per the beginning of November). All other retailers with similar products had them out of stock. Yes, I am talking about a breach of consumer rights. You have been messing me around for a month now. You have fed me lies all this time. So far, you have failed to deliver minimal customer service. I needed furniture in time for Christmas. I am forced to sit in an empty room. You have messed me about until the point that I cannot order anything else from another retailer as it is too late into the month. I believe we have now moved beyond generic apologies. The only way the Oak Furniture Store (aka Fusion Furniture) can rectify this situation is by finding another express courier that WILL deliver my goods in time for Christmas. I am extremely unhappy and will seek help from Trading Standards if this appalling situation is not resolved by Thursday. I do not want to hear any more apologies and excuses. I expect to receive my goods before Christmas as advertised at the time of purchase and promised on five different occasions upon phoning your customer service to chase my goods.