INFURN.com 

Follow up to Infurn's response 5 days ago. Infurn said they would look into my case but low and behold I have not heard from them. I login to the website today to see if there is any update on my order and it has now been delayed, again until the 7th April. I have decided I do not want to wait another two months, on top of the 6 months that I have already been waiting, so if Infurn do not contact me today with an offer of a refund, I will be reporting them to Trading Standards and the police as taking my money with no intention of delivering the goods, is the same thing as stealing. I will also be contacting my credit card company to ensure we get the money back. Once again, I repeat, do not buy anything from this company, ever.

This is a reply to Infurn's post on the 17th February, stating my refund is being processed and will be done within 30 days. They also asked if I could remove my statement relating to their theft of my money once the refund had occurred. Well, it has gone beyond 30 days and no refund, so I will not be removing my statement claiming they have stolen from me and will be reinforcing the claim. I requested a call back for the 14th March and when I spoke to the customer services advisor, he had no clue as to why my refund had taken so long and did not seem to care it would be late but told me he would get the finance department to expedite the payment. However, this this is not occurring, I still do not have my money. I do not see how a refund can take so long. Most other, legitimate, companies can handle it, so why can’t they? Once again, do not buy from here, you will be without both your furniture and your money. They steal, plain and simple.

A fraud and a scam. I ordered some lights and some chairs. Then cancelled the order. I spoke with customer service many times, gave them my account details for a refund but its hopeless because they are a scam and a fraudulent company. Never received a refund. Gave up and reported them to the police.

I ordered a table from Infurn in May 2013. They said delivery would be in September; this was put back twice. Then in November they said it would be delivered in February 2014. As we needed a new table for Christmas and as there was no guarantee anyway that even the February date would be met I cancelled the order and asked for a refund. They promised to send a refund within 30 days. I waited 60 days and nothing, so I wrote to them and was told they couldn't tell me when I would get my refund but they were working on it. How hard is it to make a refund? It's not like making a table. This company is not to be trusted. They have over £400 of my money and unless I take legal action it seems very unlikely I'll get it back. I would recommend steering well clear of this company.

I'm actually now very scared I'm not going to get my money back after such a long wait.

I ordered 6 Kartell Ghost chairs last July. I had come across the website by typing Kartell Ghost Chairs into google, so was not familiar with Infurn's method of copying the design to order. It was only when the chairs didn't turn up immediately that I realised that I had not ordered 'real' Kartell chairs. After further reading I realised that the order would take 10-16 weeks. At this point I cancelled my order. I had an e-mail back saying I could not cancel after 7 days or before 18 weeks, but this was not anywhere on their terms and conditions.
I informed Infurn of this in a second e-mail confirming that I wanted to cancel my order. I didn't hear anything back except the automated e-mail.

Amazingly after 23 weeks, they attempted to deliver the chairs, but I refused them from the courier as I had so clearly stated I wanted to cancel the order.

I have heard nothing from them since and not received my money back!

I ordered an eames style rocking chair for £145 on 2 December. I didn't receive a delivery date, and after some digging on facebook, got through to Valerie in customer services on 18 dec. She gave me a delivery date of April so I cancelled? She confirmed my cancellation in writing and said I'd receive the money back by jan 19th. Of course i didn't. She then said it would be another week. Since then: silence. Her phone number goes to voice mail. Emails go unanswered. Facebook complaints are ignored. And I've just been to 20 Broadwick St to pick the money up in person. It's empty and iNFURN appear to have moved out. A final call did get through to Valerie ( who is always polite and pleasant) and my money has arrived today. But this is bad service all round and deceitful behaviour around delivery and refunds. beware.

On 13 June 2013, I ordered in total 16 items from Infurn, with a view to furnish my new apartment. In line with the standard terms and conditions, the payment (totaling NOK 45796) was made in advance. Initially, delivery was set to mid October. After several delays, I received one single item (a Poul Kjærholm sofa) by mid December 2013. The delivery of the remaining 15 items was further postponed twice, most recentliy to end May. After having realized that Infurn probably never has had even the intention to fullfil its obligations under my orders, I cancelled (a couple of months ago), and asked for a written confirmation that the money paid in advance will be returned. Infurn's customer service has since then not written or spoken a single word! Fortunately, I am an attorney myself, and I surely won't let them get away with this scam.

I'm still waiting on my table to be delivered. I placed the order last August. I've raised my complaint with this company to the Office of Fair Trading. I'd suggest other disgruntled customers do the same. They're 'actively' looking into business practices.

I purchased 4 chairs for a little under £300 in early September 2013, I was surprised when the delivery was quoted as February 2014 and concerned when it was then delayed to 21st April,2014. I asked for a refund and have telephoned a recorded message but had no reply. I now have a case #00006401, but very little else. I understand the chairs are special and would have waited had it not been for the number of similar complaints from other customers that appear to constitute fraud? I am really unsure of what to do now as it appears that my waiting for a delivery means that the cooling off period has now lapsed. If I do not get a reply from Infurn within a week's time I will have to report them to the police.

I have written a review here before about my disastrous dealings with this company buying a coffee table.

Although they never bothered to get in touch, they did call me when my review appeared on trustpilot

Their representative Valerie apologised for the delays and for lack of communication and assured me the coffee table would be delivered on the new date of 7th April 2014

This is after I had PAID IN FULL FOR THE COFFEE TABLE MAY 2013

I now fid today my order has been delayed AGAIN!!! 4th or 5th time..

I am now asking for a full refund and am sure I can expect this some time in May 2017!!!!

PLEASE AVOID THIS COMPANY AT ALL COSTS

I've bought two armchairs back in June 2013. Since then the delivery has been delayed 4-5 times. I have been in contact with a Danish employer ([NAME]) a fem times regarding questions I had about my purchase, but since I wanted to cancel my buy I have not been able to get in contact with anybody. No response at all!
I've written them numerous mails begging for a call and ordered a call on Thursday 6/2 between 5-6 pm. I waited for an hour with my phone in my hand - no call!
To my big surprise someone called [NAME] phoned me yesterday. He strongly recomended me not to cancel my buy, but I insisted, and when I told him I had my bank involved now, he turned and said "Okay, okay, okay - I'll cancel your buy right away, I'm doing it right now, when we hang up you Can find an email from me". I wanted his full name and position in Infurn, just in case the money would not be there in the 30 days he guaranteed, but he would not give me more than [NAME] in the English / French marked.
I have been checking my account and email a hundred times since yesterday - and guess what? No email. No cancelation of my order. Nothing!
So from now on I'll lave it to my bank and lawyer to get my money back. I've lost all faith in Infurn and I will NEVER shop there again. I've given Infurn 1 star although I don't think they deserve any at all.

Be very very careful when dealing with this company INFURN. I warn you. I placed an order for 3 lights in JULY 2013 and had to pay in full at that time approx. £420. I was then informed it would take between 10-18 weeks for the delivery. I was always chasing for an update and always informed that their logistics team were working on the delivery date. Then when I had waited for the 18 weeks to come and go I chased again and was informed that the lights would not be in the warehouse until March 2014. I then cancelled the order as I couldn't keep waiting with no guarantee date. I was promised that a full refund would be paid by 28 working days. There was no reason given as to why it would take such a long time to refund my money. The date of refund 30th December 2013 passed with no refund being paid. Customer services called me on 29th January 2014 saying the finance department had been re told to pay my refund. It is now 7th |February 2014 and STILL NO REFUND. I have again chased the company but no reply.

Please be very very careful when using this company. They will take your money quickly but if you are seeking any refunds which you are due they do not respond quickly and there is never anyone you can really talk to. Customer services just say false promises and it feels like a SCAM.

We Went through A LOT of trouble to get the Money back for another order that never was delivered. See blog post by LG.
Now we start again. Our second order of two chairs has already been delayed once. The delivery date (this week) was confirmed by Valery at customer service in previous emails which were cc:ed to the management team of GI-ventures. Guess what: no chairs have turned up, no order status information from Infurn and , as before, no prompt reply to our inquery earlier this week about the delivery status.
Let me guess: we will get a message from Infurm saying "goods has been reordered from manufacturer due to quality problems", or "we will look into the problem".... These arguments seem to be fequently used. We will keep this post udpated reflecting the performance of Infurn.

First I was excited about my purchase (which was made in august 2013) then the problems started:
First the delivery was postponed and then again, after much contact (mostly from my side as they are hard to get in contact with). In December I decided to cancel the order and we agreed that I would get a refund, within 30 days which seemed long but ok...
Now almost 60 days have transpired and still no money and since the return was decided they have been even increasingly har to reach. How is it possible for every other company to refund within a week but this company it takes TWO MONTHS?
Do not make the same mistake and order from them, not worth it!!!

New Comment: Even though they contacted me directly when publishing this there still has been no refund even though more time has passed. Will I ever receive the refund????

I bought an article last year (EUR 153.30) and after several delivery postponements (months) they cancelled my order. Until now I have not been reimbursed (although they say they will reimburse me). What an unprofessional, incompetent company. I will never buy from them again.

Still until today March 01, I have not been reimbursed. When will INFURN stop apologizing and start PAYING what it stole from me?

Still no reimbursement of the money Infurn stole from me. Today is 29.04,2014

Today is 20.Jan 2015 and Infurn still has not return the money they stole from me! It is unbelievable!

Delivery time is not made clear at the time of ordering (18 weeks!) and it is apparently not possible to cancel the order. My credit card was charged at the time of the order, I've been trying to contact the customer service for weeks and they've only just replied with a message that basically says: "tough luck". The phone number is a recorded message where it's not possible to leave a message. I would avoid and never use again. Interestingly I got a fraud warning from my credit card company when I tried to make the order so I guess they know they're trouble!

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Update Feb 7th.

When i placed my order i read a "Terms & Conditions" section different from the current one. But, they want to apply me the new one, not the one available when i bought the items. I did some research and i discovered that they change substantially "Terms & Conditions" from time to time, namely, the cancellation policy (for example).

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I spent 631,81 euros in a Chair and a Ottoman in infurn (Spain) on 27/01/2014. I wished i had read these reviews before i made this decision. What i write next may help people in the same situation.

I bought these items to sit down while i was breastfeeding my baby. When i saw that the expected delivery time was 02/06/2014, i tried to revoke my order immediately by phone. They told me that my order could not be revoked because it was a personalized item. Are you kidding me? They say that it is personalized because you pick the colour of the product (amongst those suggested by them). It is like suggesting that if you buy a skirt in a given colour, you are picking a personalized item. I have a receipt from Infurn and it does not say that it is a personalized item, i know that the Infurn general terms and conditions establish special conditions for personalized items, but the items i bought are not clearly identified as personalized.

European regulations recognize a 7-days revokation period for online orders. Visa considers that charges made my merchants before the products are shipped can be disputed by the customers. None of these rights apply to CLEARLY personalized items. And this is the reason why Infurn stubornly wants to qualify their products as personalized, because, therefore they can take your money months before your order is actually shipped, and they can avoid that you cancel/revoke your order in the meantime.

How am i dealing with this situation?

1) As i do not recognize the personalized nature of the items i bought, and i am sure i am right, within the 7-days period i have notfied Infurn formally that i wanted to revoke my order. They phoned me and they suggested me to send me alternative items, but i am not interested *Let us notice that they do not want me to refund my order because they claim that its a personalized item and it is already in production, but suddenly they would consider to send alternative items* Still, they told me they will not allow me to revoke my order. So, when the 30-days period is finished, if i do not get a full refund, i will ask them twice the amount i payed (as the EU regulation establishes).

2) I am talking to my bank to perform a Visa Chargeback. Contact your bank and ask them which are the chances?

I keep you updated about how actions (1) and (2) evolve

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The answer provided by Infurn to this message is the abc of the company argumentary. They claim that their products are by default custom-made because they are hand-crafted. Hand-crafted is fairly different from Custom-made. BTW, "out of stock" is different from Custom-made too. The customization here is limited to pick the colour of your item. Go to any other furniture store, and see that you can buy a chair in different colours, and they do not claim that it is custom-made. That is, because these companies are serious, and its business model is not based in twisting legality.

I know you will dispute the chargeback, i was expecting that. That Infurn's business model, get the money of your customers and never let it go. Still, I will pursue the charge back, the full refund of my money (or twice its amount if the 30-days period is over) and, if i don't get it, we will see in a civil lawsuit who is right here.



Even the Belgium European Consumer Center warns you against this company, so, take care! [external reference]

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Update 06/02/2014. See that they have reported this opinnion because i mentioned a different furniture chain as an example of good practices. TrustPilot is full of reported opinnions about Infurn, that is how Infurn tries to silent the critics. I have edited my opinnion to keep it into TrustPilot ToS.

I bought for more than 1800euros the 7 august of 2013 and call to be sure about the delivery.
They said maximum 14 weeks so I said that I wanted to cancel my order.
They did cancel and told me that they were going to refund me within 30 days.

Since 6 MONTHS now, I have no news about that refund.

I contacted them several times and they always find a good pretext to say that they are sorry and it is going to be solve.

Since 3 weeks now, I have no answers from my multiple requests and I don't know what to do...

I am trying to contact to NY, UK and MADRID the directors :
[name] - CEO and [name] - CTO and [name] Company Secretary

i think I know how to find them and I will talk to them in case they don't refund me very soon !

I wrote to the following mail address that I found on internet :[sensitive information]
I hope they will solve my problems soon.

UPDATE (answer to Infurn's post) :

OMG ! Are you for real ?
I couldn't care less about how many items you sell or variations you have.
Whatever you say, 10% discount is an insult when you have to wait 9 more weeks for a product that we already were waiting for 4.5 months.
Especially when your don't even respect you own "Terms & Conditions" as it claims that "In the event of unexpectedly high volume sales due to a campaign, the delivery may extend with additional 2 to 4 weeks". Lucky me, I got 9 weeks !

I would have wait a total of 7 months to get my product.
No matter what you say, its quality or what caused this unbelievable delay, I'm merely criticizing the way you handle your customer relationship i.e. 10% discount on a future order.


Former Post to Infurn :

Infurn is a way to buy a designer item that won't cost a fortune. The downside is that you have to wait at least 3 months to get it. We know that and we're willing to wait.

But then, Infurn is a company that apparently doesn't understand that we live in 2014 and that if the client is treated like he doesn't matter, he won't hesitate to say so every chance he gets.
No wonder why Infurn has no Facebook or Twitter accounts. If they had, it would be filled with comments from "future former-clients" saying out loud how pissed they are with Infurn's Policy and lack of consideration.

Like so many clients before me, I ordered a product that was supposed to be delivered 3.5 months later. One week after the deadline, I went to my Infurn account (N.B : Infurn obviously doesn't believe in automatic e-mails alerting clients when there is a problem with their order) to discover that the shipping was delayed for another 3 months.

But get that ! Infurn is so sorry for the inconvenience that they offered me a 10% discount for my next order. Waaaahhh, thanks Infurn, I feel better already !

Of course I had the customer service on the phone. A nice person that explains you that they're very sorry but they really can't do anything as it's Infurn's Policy not to do partial refunds or significant discounts, even if it's their fault.
What can you answer to that ?

But I have to say that what surprises me the most if that Infurn prefers to lose a client (me) and all the clients they will never have thanks to me and my big mouth (friends and family) instead of treating properly their client.

Do the maths Dear Infurn. I spent 180€ on your website.
If you were more customer friendly, I would have spent around 1000€ over a few years and my friends probably a couple thousands as they (like me) love design furniture.
Instead, here we are... Congrats !

Very worried after reading these reviews- thought I'd check them out the very odd results following my order. Wish I had never placed it with Infurn!! Must be a fraudelent company! Ordered a sofabed on the 11th January - thinking it would delivered in normal lead times. When i went in to my order after a week or so to check it had a date of MAY 2013 ie 5 months later??? What type of company does this? When I sent my complaint trying to cancel my order I was told it is impossible to cancel my order??/ be reimbursed ?? and that all was in the small print on the site.but that I could choose another product in stock.. all products in stock are either chairs or sofas for 3000 pnds. Only one sofa bed and too small and bad quality/ value for money. I argued that even if it is in the small print it should be made VERY CLEAR to a customer if their product will be delivered in 5 months instead of the usual 2-4 weeks as stated on site!!The product was on promotion which also led me to believe it would be shipped immediately.
I am very disapointed and am going to make a formal complaint/ take this further if I do not get a sofal delivery confirmation soon- or reimbursement!!

I can only reiterate the views of the majority of reviews on Trust Pilot and only wish I had read them before I placed my order.

Same old story really, placed my order was surprised at delivery time quoted on confirmation of order and the fact that the company were based in
Madrid.

Checked Trust Pilot and decided to cancel within 48 hours of ordering. Only response to my four requests for confirmation of cancellation was auto email saying they would be in touch - never happened but after 30 days an email saying that further to our telephone conversation they would process a refund if I gave them all my bank details! Telephone call never happened and why do they need my bank details as I had paid for original order via credit card.

Luckily my bank are pursuing the refund on my behalf and have re-credited my account themselves.

I find it hard to understand how they are allowed to get away with this behaviour - they are obviously a company in serious trouble and in my opinion it verges on fraud.

DO NOT UNDER ANY CIRCUMSTANCES DEAL WITH THIS COMPANY!