Frustrated about a bed in a box
Having your bed made is not that easy if you buy it from House of Fraser in Dundrum, as Sarah-Jane Larkin recently learned. She ordered a bed frame from the store and paid a deposit. Once it was available for delivery from the UK, the full amount, including a delivery charge, was debited from her credit card. “At the time of purchase we had been told that the delivery people, coming from the UK, would assemble the bed,” she writes.
At that time she also told the sales person that she wouldn’t have the keys to her new house until July and was told this wouldn’t be a problem. It seems to have been, however, and throughout June she had to field repeated phone calls from the delivery company threatening to charge a storage fee unless she was prepared to accept the delivery immediately.
Eventually she got the keys to her new house and delivery was arranged for early this month. The delivery men arrived with the flat-packed bed but said they were not responsible for assembling it. They dropped off four boxes and left.
She said that House of Fraser initially responded to her complaint by saying it had had problems with its delivery service, but since that initial contact its customer service department has been reluctant to take her phone calls. They have told her she will have to wait until the next delivery to Ireland in four weeks to have her bed built.
“Meanwhile they are refusing to refund us our money, saying that we are in possession of the goods. What we have are four boxes of wood – not the bed frame we paid for weeks ago.” She says House of Fraser is retailing premium furniture products without appropriate support. “Luckily, while waiting to get this sorted we have a mattress to sleep on ordered and delivered without any fuss from a local Irish company.”
The store said that, following our intervention, the matter had been resolved with our reader. In a statement, House of Fraser said it assembled all furniture as part of its delivery service. “In this instance this did not happen as it should have done. We pride ourselves on the standard of service we give our customers and are reviewing our procedures as a result of this incident.”