What went wrong this time?
Home Done is not a supplier. They don't own anything. And they don't have a warehouse. They are an online marketplace with the sole intention of selling one thing to you and sourcing it much more cheaply from somewhere else. This point is extremely important, especially when you look at their terms and conditions. Please also note that if this company is operating in the UK then they must comply with OUR statutory rights so the T+C's listed on their website are like words in the wind so be strong and don't take any flak from them. Pay via PayPal or at least via credit card so that you have some recourse when things inevitably go wrong.
I ordered a Jasmine 3 seater sofa grey cord for £439 included having to pay the PayPal fees on 30 November with an expected delivery date of 9-17 December.
After the fact I read all of the horrendous reviews about them and contacted them by email on 10 December to cancel the order and request a refund.
Taimoor, their representative responded on 11 December to say that the sofa had already left their imaginary warehouse and was now at the imaginary local depot. Whilst assuring me, and I quote the email from Taimoor " The item will be delivered as described on our website. If there is any manufacturing fault or damage, we will provide a replacement as soon as possible.
I understand your concerns about the negative reviews and your desire to cancel the order because of them. Please know that customer satisfaction is our top priority, and we resolve issues with 100% customer satisfaction.
Please note that if you wish to cancel the order at this stage, we will need to recall the item back to our warehouse, and failed delivery charges will apply."
At this point it must be noted that no dispatch had occured,there is no warehouse and therefore a failed delivery charge (of up to £250) is fraud.
On Sunday 15 December I received a call from a 'local depot' which turned out to be a third party supplier. We discussed my order and agreed a delivery date.
The day before the agreed delivery I received tracking information from the third party supplier which had a photo of the sofa and the model name.
It was something I'd seen on eBay for half the price. Literally 2 x 3 seater sofas for less than the price I'd paid for one and it was not the same sofa.
I called Home Done and the person on the phone was extremely aggressive and rude.
I emailed them with categorical proof that they had lied. And called the third party supplier, apologised and cancelled the order directly with them. It's only because of their honesty and integrity that I am one of the few lucky escapees from this awful company.
Of course Home Done doubled down and had the cheek to say they had called the imaginary courier and tried to apply a failed delivery charge.
At that point I sent them the screen shot of the 9 minutes and 23 seconds call between me and the third party arranging delivery. I had to threaten them with a PayPal investigation before they backed down.
How can this company improve?
They can stop telling massive lies. Stop trying to sell goods worth half the value that don't look anything like the website and stop being aggressive when you call them out on their behaviour.
They can also take the pointless terms and conditions from their website. If you're trading in the UK then you obey our rules and not you're own. This isn't the wild west.
If they're going to sell in the UK and treat everyone like mugs then get used to the fact that some people are way more salty and infinitely more intelligent. Glad you met your match and I hope it stings as much as you have all the other poor people that you've taken advantage of
My biggest regret is not reading the awful reviews beforehand and been caught up in a scam.
Truly awful. Avoid like the plague. Screen shot everything. At least I got my money back but I'm sat on a sun lounger for Christmas. Done Over by Home Done
