John B
Final Update: This companies final reply below is an example of the kind of falsehoods they use, I have never been abusive to their staff. They have shown nothing but dishonesty - starting with false claims to have delivered the item on days when I can prove they did not and ending with false promises about issuing a refund. From day one this made what should have been a routine purchase a lengthy grind to wrest a refund from them. Update: This company has since contacted me in an email about this review and stated that it could be seen as "defamatory". They have asked me to make changes to this review. This is in my opinion a veiled legal threat. The review follows: Very poor, I advise against dealing with this company as they have shown extremely poor service. They made several promises around delivery dates but did not deliver the item, claimed to have made four 'attempts'. On one occasion I was literally stood outside the front of the property when they claimed to have attended and nobody was there. When pressed the delivery company could not provide details of what the front of the property looked like. Later on a review of CCTV confirmed nobody attended. After I cancelled the order a week passed and the company then attempted to deliver the item without informing me. The company then tried to get out of paying a refund, either claiming the 'person why dealt with refunds' was 'not there' or blaming third parties. Accounts from the company staff were internally inconsistent and I got the impression they were simply trying to fob me off. Thankfully I had PayPal buyer protection, I would use this as a minimum to protect yourself if you have no choice but to deal with this company. Even then they did try to run the clock down, falling back on a seemingly endless string of excuses to try and avoid processing a refund. Throughout the process I was accused of lying and being abusive for trying to get a refund, belittled and made to feel like the incident was my fault. The overwhelming impression I got was that company staff just wanted me to shut up and go away.
Helpful Report
Hi there,

I am very sorry that you feel this way.

The courier had documented that a number of attempts had already been made to your property. We relayed this information on to you.
As you wasn't happy, you requested that the goods were returned.
We advised that upon return, a full refund would be issued back to your account.

We never in anyway tried to get out of giving you a refund. We clearly advised you that upon return a full refund would be issued. It was your choice to open a Paypal dispute which was escalated - When a Paypal dispute is escalated, this holds the funds until the dispute has been concluded by Paypal themselves. On this occasion, Paypal found the case in our favor due to the details provided to them via your case. Once the case was found in our favor, the funds were released and the refund was promptly issued back to your account.
Had we been a dishonest company and relied on Paypals outcome, the matter would have been found in our favor without a refund ever being returned to you - We are in fact a very honest company and issued the full refund back to your account as soon as the funds were readily available.

Via telephone, you was verbally abusive to staff members at big furniture warehouse. The service we use to fulfil our courier actions Despatch bay too have accounts of where you were abusive to them via telephone.

We attempted to help where physically possible and straight away agreed to the return for refund, which we actioned.

We would also like to add that we in no way contacted you directly in regards to the feedback - This was in fact reviews who contacted you directly to request that the feedback was revised due to it being seen as defamatory. We have in no way threatened you with any form of legal action as suggested.

Kind regards,
BFW
Big Furniture Warehouse is rated 3.97 based on 397 reviews

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