EMFURN

We bought a Grant Featherston chair from Infurn on the 26th of September and decided to cancel the order the next day (before i'd seen this site unfortunately), I emailed my cancelation request twice on the 30th and then on the 1st of October. I finally had a call back on the 4th of October to confirm the cancellation and say that we'd be refunded within 30 days.

It's now 35 days on and no refund. Two further emails and no news, or expected refund date i'm starting to think this is a scam.

For those that are owed money on this page from the UK, the 30 days stated in Infurn's terms and conditions to process a refund is also the maximum term stated in The Distance Selling Regulations under the Sales of Goods Act for any purchase made to a EU-based business via mail order, phone or online.

I do hope you get to read this review before you make an order with these people. It has been the most HORRENDOUS experience possible online. Whatever you do, DON"T ORDER FROM INFURN! They have a scam going where their attractive site gives you every confidence that an item you order is in stock and that you can simply and efficiently order it for home delivery. Once you place an order (and payment has been made), no confirmation email is sent to you and - only when you check back on their log-in page - you will find that the delivery date is some 6 months in the future. Of course there is no possible way to contact anyone. They have no phone number where you can speak to anyone, they have a ridiculous call-back service that books you in some 14 days in advance and they don't answer emails. There is NO easy way to cancel an order. As per other reviewers on here, you are then stuck in a horrible cycle in which they sit on your money and give you a very lengthy process in the hope that you give up and let them keep the cash. It is a horrible sinking feeling to know that you have been 'had' this way and I do hope that they are shut down. This way of doing business is nothing short of despicable and they should be ashamed of themselves.

Like many, I ordered some products and after a few months started emailing with concerns about the delay in shipping. Many emails later I cancelled my order and was told I would receive a credit. So now 10 months later and dozens of emails I have not received product, a credit or any satisfaction from this company. They win the award for being the most dishonest company I have ever purchased or tried to purchase product. They should be forced out of business!
To add insult to injury, here is the pack of lies written on their website;

It is our commitment to make every INFURN customer happy with our products and services. We promise to make every individual shopping experience worthwhile. We also promise we are human – we are not an automated email reply, neither superman, but we care and we'll do the best we can to deserve the loyalty and satisfaction of our INFURN customers all over the world.

EVERYTHING they say is this BS marketing copy is a LIE. EVERYTHING. They are filled with auto-replies, lack of concern and honestly. If they were in the US, they would be out of business yesterday.

I was one of the very trusting people on this planet that did not check customer reviews before purchasing from this website.

I have paid 8121. 15 SEK for five items and they were so quick to widthraw money in August 2013 however have NOT refunded me as they failed to deliver during the time frame agreed which was in December. It was our disappointment when we had a new flat with missing furniture during Christmas, gladly though that we did not purchased everything on their website! What a disappointment! We then immediately asked for a refund in December and we have been ping ponged for the past months by their customer service rep here in Sweden, Helena, who have been ´trying´to coordinate with their Finance department which is apparently based in Germany.

Come January, we were then told that one of the chairs was already sent from China and so we waited which was then delivered in February. When we opened the box only to find that the Ghost chair was severely scratched and seemed like a second hand product.

This website is a fraud! I accidentally called Infurn here in Sweden which is ANOTHER company who told me that they have received MANY angry calls for a company that they are not.

We are already in the process of filing a complaint against Infurn with Consumer Affairs. This business should pay damages to all its consumers who have not received their monies!

Recently i was looking around for a XXL beanbag. I found some on ebay for around £35 plus, so i decided to do a google search and see what comes up.
Well at the top of the page there was infurn.com and they were advertising it for £28 plus shipping totally i paid £38.
After making the payment i received the same 'login' email with login details but no confirmation of payment etc...
I then proceeded to do a little search on google to try and find out about the company and see if they were legit. (which yes i should have done before making a payment...)
Anyway, i came across this site and saw the reviews - after which im sure you can imagine the feeling...
Anyway i then proceeded to email the company directly but being a weekend (08/02/2014) i wasn't expecting a reply till Monday, so i waited... a few days later (13/02/2014) i received an email from Designfurn England apologizing for the fact that no confirmation email had been received and provided me with an order number and confirmed that the order was in the system and i could expect delivery within 2-4 weeks.
After seeing this, i thought i should give them a chance and see what happens...

LO AND BEHOLD, i get home today (20/02/2014) after work, and there is a massive white box waiting for me with the XXL bigboy bean bag!

At the end of it all i am still unsure of the whole outfit and operation so a ' slightly unsure ' review?

Where shall i start.
1. They use a delivery company that dumps the furniture on the road outside your house. We have had cardboard boxes soaked with snow and rain, under snow as the snowplow plows the road. There is no way of knowing when furniture (i've only had 3 chairs yet.)arrives as they don't contact you in advance. If i go in under my orders on www.infurn. I'm still expecting delivery 18-th Jan 2012 and 25-th Feb 2012. Thees dates have come and gone! The delivery company came once when i was home and threw one of the thin cardboard boxes out of the truck- natrually the chair broke, i still await replacement 8 months later i got a replacement chair in the wrong colour! These problems could easily be solved i think.
2. No one calls you up when you request it on their website. I think it's all a hoax!
In the small print they have 34 weeks! To deliver the furniture. Meanwhile they have your money. If they don't manage to do your furniture in this time they'll give you the money back, they say. I just hope i get my money back...
Our Big marble table arrived in two pieces. I want a refund ASAP. I have contacted BBC watchdog, witch and was approched by a US company wanting to do a expose on you. It must coast a fortune to have furniture delivered without being properly packed.
I ALSO want to know whats happening with my other orders when are they ACTUALLY going to be delivered (AU-******* missing spiral lamp, AU-******* when is the chair being delivers?!, AU-******* MAy has come and gone)
This is NO way to run a legit business!

This site is indeed a scam! I have been waiting for my refund for over 3 months; I was unhappy with delivery date and cancelled my order within 5 minutes. After two calls from them and an email where they promised me my refund they have stopped answering and won`t call me back. Their line is always busy!?!

I will recommend that all of you help close this business down by contacting VISA and/or Mastercard; making sure they won`t fool any more innocent people. Here is the email i received from Infurn/norway, hoping they regret their treatment of me (the reply was made in Norwegian):

Hei

AU-******* og AU-*******

Jeg viser til tidligere samtale hvor du bekreftet at du ønsker å kansellere ditt ordre.

Jeg bekrefter at dette er nå gjort. Ordre ditt har blitt kansellert, du vil bli tilbakebetalt iløpet av 30 arbeidsdager.

Mengden av tilbakebetalingen er: 5,854.2NOK og 3,342.63NOK

Trenger du mer informasjon kontakt oss.

Med vennlig hilsen
Jamila
INFURN

Same thing as everyone else. Bought lamp sept 2013 and it's now apr 2014, told me would deliver in 8 weeks, nothing arrived. Told me to pay extra and switch to another item in stock that can ship in two weeks, nothing. Told me would refund money, nothing, told me already processed to the finance dept: nothing. It's been 7 months now... i have called, emailed, gotten replies 1 time out of 10. Talked to a lady rep. Really nice girl, 0 actual help.

Angry customers have gotten together and created a fb page. Make sure you join and share your story and have it come up first for google search to alert future customers. https://www.facebook.com/pages/Infurn/**************

There is also a very interesting article published this year about formal complains on infurn cross EU http://www.aftenposten.no/bolig/Har-du-handlet-mobler-her-*******.html#.U2fOFYFdW8R (use google translate to read)

Besides the rumored financial problem in this article and how their US site is shutdown with unfulfilled obligations (my own experience included). I'll share with you my fav quote from the CEO:

Infurn: - We take care of all complaints

CEO Dennis Hoffmann through his attorney Bird & Bird responds in a letter on behalf of Infurn. The letter stated that Infurn, as any other, big business, will be subjected to unfair accusations.
"But we can not relate to internet gossip from anonymous sources, so long as we do not know who they are or what they claim to have purchased from Infurn and that we therefore can not help them," they wrote in the letter.

And just look at the company replies on this site. Any ONE of them actually addressed any real issues besides siting repeatedly "no order number can't be verified thus can't help you"?

UPDATE: just got my money back by calling my credit card company. Will update here with Infurn's response.

10/01/14 - I ordered a Ghost chair in August 2013 In November I received an invoice that said the order has been 'fulfilled', but the tracking page on the website was blank. Around 13 December I called Living Design in Madrid and spoke to a very helpful lady (or so I thought) who was aware that the tracking page was blank (so why not fix it?) and who told me the chair had been despatched and should be delivered either week commencing 16 or 23 December. Still no chair! I have sent several emails, both from my own email address and on the contact form on the website, that have not been acknowledged. You can request a 'call back' but the next available appointment was in 4 weeks... Customer service is non-existant. The lack of communication, not to mention the lack of courtesy in responding to requests for information is appalling. I have asked for my order to be cancelled and for MY money to be refunded... again, NO RESPONSE. I have lost faith that I will ever receive the chair- they are fraudulent, they steal your money and they breach trading standards.
14/01/14 - After posting the review, above, I was contacted pretty swiftly by Laurie-Ann who tried to calm the waters and said she would contact the 'Logistics team'. She apologised for the delay and said they had a lot of emails to get through (no surprise there, but as they never answer them you have to wonder what is taking the time - maybe they just read them for the laugh?) - today, after 4 more days of no communication, I again threatened legal action, and lo and behold, Laurie-Ann just called to say the chair has been despatched (isn't that what they said in December?) and she would send me the tracking number. Apparently, this one will work. I do not believe I will receive this chair, but Infurn can be very sure I will not just let it go. If there is no result by the end of this week, I will be onto all the consumer protection organisations available and I WILL get my money back... watch this space
15/01/14 - No sign of the tracking number from Laurie-Ann so I logged onto my Infurn account. Yes, there is a new tracking number but when I clicked on it, there is the message 'NOT FOUND'. Over to you Laurie-Ann.
20/01/14 - Hooray! The chair finallyarrived this morning!. What a shame it took 5 months and countless frustrating and stressful threats, phone calls and emails (mostly unanswered) to get to this point. Infurn needs to sort out its after-sales and delivery policies, and improve customer service response processes. I won't be using them again.