INFURN.com 

I purchased one single chair, that naturally took 18 weeks to deliver (despite they say 10-18 weeeks). Once it arrived it was the wrong color, and also had several scratches/marks. It took several e-mails before Infurn apologized this wrong order and offered to deliver a new chair - waiting time 18 weeks !!!. this was not an option for me, so I ask to get a refund and was told I could get 30%. I reply and say that I will keep the chair, but that Infurn should consider if this was a fair reimbursement. The respond to this was just - Thank you, we are happy that you have confirmed this !!! I was told that they would reimburse the agreed amount, but that it might take up to 30 days. Needless to say, to this date I have never received one cent, despite several reminders in this matter. Every time I receive a reply promising that they will take action as soon as possible. Last time was on 25.10.2013. The customer service is NON EXISTING, and I can only recommend NOT TO BUY FROM THIS COMPANY.

Update 03.04.14 - It turns out that I did receive the reimbursement on january 15th, without any notice from Infurm. But I apologize for this incorrect information in the above revies. However, my overall experience with Infurn is still unchanged.

I purchased a desk from infurn.com in late October and the delivery date kept being pushed back. Eventually, by February I was so frustrated that I cancelled the order. My refund was due to be paid 30 days after that, I have no been refunded nor have I heard a thing back from the company despite repeated attempts at communication.

This is without doubt the poorest service I have ever received from any company, physical or virtual, in my entire life. I strongly recommend against conducting any business with Infurn/Designfurn.

UPDATE as at 15/04/2014: Although Infurn have publicly responded to this complaint with some pacifying words (read below), they continue to ignore any attempts private email communication and are still withholding the refund. Avoid dealing with this company at all costs.

I am updating my post because INFURN seem to have someone trawling this website to take down anything that they can do. So if i overstepped the mark i can only applogise. However, my story is like everyone else. I bought a chair in august 2013, scheduled for delivery in December 2013, rescheduled twice, despite promises from their call center operator, the delay was to be April 2014. Cancelled in February with a 30 day notice for repayment. I am now almost past the point in which I am entitled to a refund of almost £400. I've requested call backs that never appear I feel I am being ignored. When I have got a call I am fobbed off. INFURN know what they are doing in failing to give people the refunds they deserve.

The company is very poor hence my review of one star i just wish it could be zero.

My story is not very different from the rest of the people giving their review on Infurn.

After several delays which I could not tolerate, I cancelled my order. I order my items back in September 2013, and cancelled it in the end of February 2014.

Infurn accepted my cancellation and told me that they would transfer the refund within 30 days. I've sent several e-mails and talked with the costumer support to assure that nothing was wrong within this 30-days period. They assured me that everything was OK.
Now the 30 day period has past, and I still haven't got my refund.
I guess the costumer service copy-paste some old answers when I ask why I haven't got my money back, and goes on with that they have brought the case to the finance department. Still nothing happens.

Crappy costumers support, and the whole thing smells like a SCAM.

Keep away from this company.

I will update this review as the case progress.

Regards
Daniel

EDIT 9/4 : Still no refund, and I've sent sevral e-mails to the costumer support with no respond!

EDIT: 11/4: Still no refund, and I've sent sevral e-mails to the costumer support with no respond!

EDIT: 25/4: Still no refund. The costumer service still telling me that the money is on it's way. Horrible costumer support which is just telling a bunch of lies. Stay away from this company!!

EDIT 5/5: Still no refund. As mansioned earlier: poor costumer support, lie after lie, a big scam. I have contancted my bank and VISA to claim back my money.

EDIT 13/5: Still no refund. No answer on my e-mails, and neither to they call back when I request one.

I have order and paid a lamp on 22 /06/2013 for a value of 209.3 euro . After two postponements for the delivery, I have been in contact by telephone , few months ago ,with a very nice and polite person who apologies for the delay...I am still waiting for my lamp or for a reimbursement.

When I see all the negative comments, I don't understand how their website is still authorized . I think that the issue here is not related to a poor management anymore but is of a fraudulous nature.

I ordered in the middle of November for an immediate delivery. Having no news of my order 3 weeks later, I went back to the website to obtain some more information. I discovered that my order was planned for end of March. As it was for a Christmas gift I had to cancel it. I made a request with the client service, that called me to discuss the reason of my cancellation. They agreed to cancel the order and to proceed to the reimbursement. It was middle of December.
We are now end of March and I still haven't seen the green of my money. I write frequently to the client service that tell me that the accounting service is late and will proceed to the reimbursement as soon as possible. After 3 months and half, it is not anymore being late, it's just not be willing to reimburse.
The first contact with them was very nice, and I was really thinking to order again with Infurn for other furnitures I could wait long. But they proved me it was a very bad idea.
I really recommand everyone not to order with INFURN.


Additional information - 14.04.2013
Concerning the answer of the website, although really caring and seemingly helpful, I haven't been contacted neither received any reimbursement yet (2 weeks after their answer on Trustpilot.com...)

Further to my previous review below I am still awaiting my refund now over a year later...with no response from the 'company'! I think all affected should take legal action together through action fraud or the small claims court...they should not be allowed to operate!! Any ideas on the best approach to make this happen and have them shut down??

Please do not order from this company, if only I knew about TrustPilot in advance of my order or even thought to do a quick google search, I guess I just loved the chair I found so much...a chair that I will never receive but have paid for!!

I ordered back on 2 May 2013, after 16 weeks of waiting (not advised pre-ordering) I was told there was a 'quality control issue' and delivery would be delayed further. At this point 4 Sep I asked for a full refund which I was told would be processed but can take up to 2 weeks (I didn't hold out much hope follwing other reviews but was optimistic having received a phonecall saying it was being processed). Weeks passed and I left two further emails (as obviously you can't contact them by telephone as then they would have to speak to you) chasing my refund - these emails have gone unanswered. I sent two more emails before someone finally contacted me, again to explain their were staffing issues but my refund would be with me soon!) It is now almost April, just under a year that infurn have had my money, I am chairless and out of pocket. I am now going to report the company to Action Fraud - the national fraud reporting centre, the FSA, the small claims court to try and recover my cash plus interest and anyone else who will listen and try take action to stop people being fooled by this company!

Gary White

Order number AU-232289

Order place in April 2013 - first advised delivery in 08/2013 postponed a couple of times with always the same "quality problem" argument. After cancellation of the order and clear deadline: no refund of the amount paid! Reported to the EU consumer protection and involvement of lawyers - I leave it up to you what business model Infurn uses and up to the lawyers to get my money back. Just check the net about other people who tried to buy something and never got their money back. Still writing emails with reminders, getting always the same comments back: Apologies - we will inform our finance dept., etc.

I tried to reach the company by email. They won't respond. They change estimated delivery dates without any notice while on the same time offering the product I ordered for "immediate" shipment on their webpage. Very disappointing experience. I am not sure I will ever get what I ordered and I am waiting for nearly 6 months by now and I lost complete trust in them.

My husband ordred a Charles E house bird as a christmas present for me in December and was really shocked to receive a delivery date of May. Obviously now not suitable as a christmas present we cancelled the order via the website. We didn't receive any confirmation to this despite requesting call backs from the online service which were not honoured by infurn either.

I finally got through to infurn on the phone and they promised a refund within 30 days we have yet to receive the refund over 2 months later. The telephone number i used before is no longer working either.

Avoid this company at all costs. I was shocked to see how many awful reviews they have online and wish I'd googles them before purchasing. I would have given no stars but that was not an option. 1 star is misleading.

I have now reported this to action fraud.

I ordered a Charles Eames chair on 7th June 2013 for my daughter. This is the first piece of furniture shehas bought herself and paid for with her hard earned money. Despite contacting the company on variuos occasions and getting nowhere I cancelled the order on 4th November. I still have not received a refund and have reported the matter to the UK Police. I have also reported the matter to the German Trading Standards Office who have been told the money will be in my account in 30days, not that I believe that.

I made an order in september 2013 with 2 items , lamp kotten and another item . I was away in december which had been logged in their system blocking delvery. Of course it did happen anyway and the item was returned due to that I was not home. The company admitted it was their fault in january and promised to send it again . This has not happened after 3 full months .I have since January sent about 15 emails and calls to customer service without an answer on the delivery and tracking of the initial item. The answers have not contained any information at all.The second item has been delayed another 3 months. Of course no money has been returned for the first returned item . It is a continueing battle to get them to contact you thru customer service. The only answer you are going to get there is - we are looking into it . Appearantly this is for about 1 sec after the contact was made and then erased.
I asked very simply questions:
1. When will it be delivered - no answer
2. Can you give me a tracking number - old incorrect data or no answer
Experience: NOT EVEN 1 STAR
No proper customer service system with tracking
No followup after one call or email , you need to start all over again.
Company is hiding without proper call center or contacts.
According to some digging the company is owned by [External link] with office in USA and UK.

I want a full refund without any more delays or rubbish emails to customer service.
I will now take this to Mastercard to process it thru them as a failed transaction.

Order number : AU-234297

I ordered an Eames lounge chair + ottoman on 6 may 2013. 9 months later (after 3 delays) I still hadn'n received anything (even though I was promised (over the phone) that my order would not have any more delays. Then I got another delay of 2 months (bringing the estimated delivery date on 11 months after I ordered). This is where I emailed to cancel my order and ask my money back. I was promised over the phone my money would be transferred back to me within 30 days. It's been 64 days and the money still hasn't been transferred back to my account.

This company is just taking money but not delivering. When you ask for a refund because delivering is taking too long they don't give you back your money. Stay away of this company.

I made a purchase on Dec 12, 2013 for a chair of $819. I then canceled the transaction and promised my check back 1st on Jan 29th, 2014 and again on March 12, 2014, mind you that was after weeks of writing emails to you guys with no response. Now, your phone lines are not even working! I would like a direct response as to when I'm getting my promised refund back and not a vague response as you guys love to do. I don't think it's fair we all have to go through something like this. I'll be looking forward to your response...

I placed my order for 2 Ottomans, on my birthday 2013-05-15, knowing that I would have a long wait. A few months go by and I still had faith that my order would show up some time down the road. Finally in November I received a delivery but only 1 Ottoman had showed up. Considering how long it took for the first one to arrive I thought I would give them a couple of days, especially since we had a very bad winter storm across the entire United States. A couple of weeks go by and I finally decide to contact Infurn in December. The person I spoke with was really nice and sounded apologetic and was very helpful. She said they would look into the issue and get back to me. Since it was December I figured I would cut them some slack. She said she would email me with an update. A week goes by and I call again and again the person I spoke with sounded apologetic and was very helpful. She explained they were experiencing shipping delays due to the holidays but stated that I should expect to receive an email from them with an update in about 2 weeks. I decided to give them more time and when I did not hear anything from Infurn by the end of January I decided to call again. This time I was told that they were aware of unlabeled packages sitting in their warehouse and were trying to match them to the correct customer and that I should expect a shipping notification in a few weeks. On February 12th I received the following email:

"I truly apologize for this delay. Unfortunately our distribution partners have not been able to set up any shipments during the last few weeks due to a halt on their distribution floor. I understand that this delay is unacceptable and we are currently working on getting everything resolved. Once I have any further information I will contact you so that we can schedule the delivery.

Again I truly apologize for the inconvenience this may have caused. "

Since it appeared I had no hope of ever getting the 2nd Ottoman I ordered I figured a refund would be less trouble for them even though I really wanted the Ottoman. So I asked for a refund on February 24th and I received the following email:

"As per your request I have submitted a refund request. The refund will be mailed out in the form of a check which you should receive in 7 to 10 business days.

Please let me know if i can be of any further assistance, "

As of March 23rd 2014 I still have yet to either receive a refund check or the Ottoman. At this point I am not sure what to do. I never imagined a birthday gift to myself would go so wrong.

I would like to add that the Ottoman I did receive is really nice quality but if I had it to do over again I would order from some other place.

UPDATE: It has been almost 3 weeks since I received a reply from Infurn in regards to my review and I have yet to recieve my refund.

UPDATE #2: As of May 10th, still no response from Infurn. I have sent several emails and received no response from any of them. I also noticed that Infurn removed their phone number from the website in the US.

Efter att till slut fått ett återkopplande samtal (efter att jag lagt upp omdömen bla här på trustpilot) med Semira på Infurn.com kunde de fortfarande efter drygt sex månaders väntetid fortfarande inte säga när stolarna skulle levereras. Jag blev då erbjuden att få min order annullerad och få mina pengar tillbaka inom senast 30 dagar, Semira lovade att det skulle gå fortare än så. Jag talade lugnt om för henne att om pengarna inte anlände senast den 30/4 skulle polisanmälan ske. Som ni förstår så har jag fortfarande inte fått mina pengar tillbaka varför en polisanmälan om bedrägeri nu upprättats. Jag hoppas jag har så pass bra försäkringar att jag ska erhålla mina 3 300 kr tillbaka och jag kommer aldrig mer att köpa en vara från något företag mot något annat än en faktura som jag kan betala när varan faktiskt anländer. Jag vill varna alla som tänker beställa några produkter från detta företag och hoppas att ingen ska behöva gå igenom den här proceduren. Jag har sedan min beställning sett fler och fler omdömen om samma situation dyka upp på alla ratingsidor. Företaget svarar inte på mail och de ringer inte upp.

After finally received a reentrant call ( after I put up reviews here on trustpilot ) with Semira on Infurn.com they could still after more than six month waiting period still not say when the chairs where about to be delivered. I was then offered the opportunity to have my order canceled and get my money back within 30 days , Semira promised it would go faster than that. I told her that if the money did not arrive later than 30/4 I would make a police report made. As you can imagine , I have still not received my money back why a police report about fraud now established. I hope I have such a good insurance that I should receive my 3 300 kr back and I will never buy a product from any company against something other than a bill I can pay when it actually arrives. I want to warn anyone who would like to order any products from this company and hope that no one should have to go through this procedure. I have since my order seen more and more reviews of the same situation pop up on all rating pages. The company does not respond to email and they will not dial you back.

I ordered a George N. Petal Wandklok at the end of August 2013 and after a month of no delivery I logged in to the Infurn website where it said the clock would be delivered in January 2014. Obviously this is an unusually long delivery time-frame but I didn't mind waiting because it was a good price. Then in January it said it would be delivered in February. At this point I emailed the company and received a phone call assuring me it would be delivered in February. Then in February the website said it would now be March at which point I cancelled. I was told via email I would be refunded within 30 days. That 30 days is now up. I have emailed again to request my refund. I am still hoping I will be refunded but maybe that is naive. I will downgrade my review to 1 star if I don't get a refund in the NEXT 30 days.
UPDATE - today (26th March) I received a phonecall from Valerie saying that my refund had been processed. I checked and it had gone back on my credit card. This has taken up too much time in my life! Will not be using this company again.

March 23rd 2014
I ordered an eames chair and a castiglione lamp. After a very long period but still within the contractual delay, I received the chair. There was a problem with the lamp which was not delivered and it was reordered by Infurn. It never arrived at my address. After another excessive delay, there seemed to be another quality issue with the lamp and I was offered the option to either wait once more for a new order or get a refund. I chose the refund but the money was never wired. I contacted the customer service numerous times, they always indicated that there was an accounting problem soon to be resolved. I did not get my money back. I continued writing to the customer service and they did not even reply to me anymore.
INFURN STILL OWES ME SEVERAL HUNDRED EUROS. THIS IS PURE THEFT IF I DON'T GET MY MONEY BACK AND I STRONGLY ADVISE ANYONE WANTING TO BUY AT INFURN TO CHANGE THEIR MINDS.

April 14th, 2014
Despite the smoothing over and apparent problem solving initiative from Infurn's reaction below, LITTERALY NOTHING HAS BEEN DONE. I have not been contacted nor have any attempts to reimburse the money which Infurn owes been undertaken. A THIEVING, MISLEADING AND LYING COMPANY!

Hello

I have already written a review and after reading continuous comments and owning a business which employes over 200 people, I felt the need to comment again. The conclusion is simple: This company is full of excuses. If they were transparent, they would simply refund each customer upon request. They can't...

Unfortunately, Infurn has used your hard earned money to fund the production of their previous orders before yours. Once they have enough orders, they place their order with a Chinese manufacturer. Once those items are delivered, they take the next group of orders and start over again. (your being far down the line)

There is no such concept as a "custom order" as they specify in "terms". Has anyone specified a specific color, shape, or design not offered on the website? Therefore, what is "custom" about the order? They make this claim in order to buy time, acting as if they manufactured each and every item specific for you. Infurn offers a finite choice, therefore, "custom" means nothing. It is ostensible that they are underfunded and have no idea how to manage a business, although, don't be fooled as Infurns' entire strategy is based upon using your money as an advanced loan to run their operation.

No company takes payment on items that will not be delivered for months.

I ordered for 329 euro in September 2012. Delivery rescheduled many times, then they offered to reimburse but the money never came. They call you back from some place untraceable and promise swift action but they are simply stealing your money.
Do not buy from INFURN. There are many people affected and many are organizing lawsuits in different countries. I reported them to the Italian police but the site is still on and I am afraid many innocent people might fall prey of this scam
Beware of the thief! INFURN gets your money upfront and NEVER delivers NOR reimburses - check the web