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In December of last year we ordered a fitted bedroom suite from MFI in
Newport, Gwent. The suite was the willow range and I was going to fit it
myself as I am quite competent at that kind of thing.
I firstly measured the walls that the suite would be fitted in and took the
measurements to the store for a quotation. The lady that give us the quote
was quite pleased that the suite would fit exactly from wall to wall,
stating that we would need no infill pieces, that is the usual thing on
their suites, as they are all standard sizes The cabinets that we chose were
a stable robe joining onto three double bridging units and a single robe
joining them. Off the stable robe would also be a double chest of draws.
We were given a date, 6th February (a Friday) ,that it would all be
delivered to which the night before I emptied and took all the existing
wardrobes apart and dumped them in the garden. We had clothes all over the
house but an empty bedroom to which I had taken the weekend off work so as
to fit the new suite.
That Friday I arrived home from work to be greeted by my wife saying that
they had delivered the bedroom, but there were a few things missing, one of
which was the stable robe to which the whole suite had to be worked off. I
was absolutely furious as I had a house full of boxes, no wardrobes, clothes
everywhere and when I rang the customer services, which we were advised to
do, they said the rest would not be delivered for a few weeks.
Quite clearly in the contract it states, that if the order will be
incomplete, we would be informed 24-48 hours in advance, so we have the
option to take the goods or wait until it is all there and have it all
together. This did not happen or obviously I would not have accepted the
goods. I immediately went to the Newport store to complain to the manager,
who was very apologetic and said he would do everything possible to get the
goods ASAP. I said that the stable robe was the most important item as I
could do nothing without it and was not that worried about the other items
that could be done at a later date. To be fair to the boss, we had a stable
robe delivered the very next morning (funny that) so we thought great we
could get on with it at least.
When I put the units together and placed them where they would be going, the
next nightmare happened. They were too wide to fit the wall by about 50mm.i
got on the phone again to the boss who happens to live just up the road from
me, who said that on his way home from work he would call in. When he
arrived he was amazed to see that a part of the stable robe was not the
normal size or as stated in the brochure, but still wouldn't have fitted
anyway and it was a mistake by the designer at the store. If the robe part
had have been the standard size and I had taken two of the end panels out I
found I could just about fit it in without a millimetre to spare The manager
suggested if I was able to do this he would give me a gesture of goodwill
(£100).;wow! I reluctantly agreed as there was no other way around it.
After a lot of cutting down and messing about, I managed to fit the units
but was still waiting for bedside cabinet tops and plinths (which we have
still not received to this day), and a few other small items! After having
the radiator moved, the window sill cut down and refitted and the carpet
re-laid, all through bad designing ,as accepted by the manager, I come to
the end of my tether when last week for the fifth time my wife stayed in all
day expecting a delivery from MFI, only to find no delivery, no call to say
it wouldn't be coming and just another load of bull****t from head office.
Why?
I insisted that I was willing to go no further and could take no more of
this and that the lot was to be taken out so that I could go to a reliable
retailer. I informed the finance company what I was going to do, to which
they agreed, that it was not acceptable and I was to inform MFI what I
wanted to happen. As per usual, the Newport branch told me to contact head
office yet again to whom said that I would be receiving a call from the
manager at the Newport store (once again all that happens is passing the
buck). That was Friday and still no reply.
So after nearly three months of endless phone calls (when you can get
through), being told what seems hundreds of different delivery dates, lie
after lie, at least five breaches of contract by MFI, am I within my rights
to ask for it to be removed or what do you think I should do.
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