I wish to notify the significant problems and delay I did experience with the order a futon from MFI.

I bought (and paid for immediately…) the GUS2837 and GUS2933 items on the 04/05/2003 at the MFI store in Southport.

I opted for the product since the futon would have been an easy and convenient solution to offer a bed for a couple of days to my brother who was coming to visit me in my new flat on the 8th of June. The Sales Consultant did assure me that delivery of the product would have been on the 31/05/2003, thus well in time.

Remarkably, I did receive a call from one of your representative just the day before the planned delivery (as I can remember…I was doing a consultation…). She did inform me that the futon wouldn’t have been available until sometime in July.

Upset for the delay since the main reason for buying that product was just the one above expressed, I was lucky enough to book for a hotel for my brother, but I missed to have the opportunity to have him with me.

Anyway, at that point I could just decide to book for a new delivery date. I rang back your office and the date was the 2nd of August (12 weeks after my payment). No comment on the fact that MFI did not communicate the time of delivery if not upon phone request from the customer (by the way…in my experience the number was quite often busy and the waiting time was at the least considerable…This may be a problem when, because of your profession, most of the time you even have to skip your meals…).
Your items were then delivered on Saturday and without 8 little, but basic, elements…8 burrel nuts.

Obviously, I did reserve the Saturday (again once) to receive the “so long expected” items and to assemble the pieces.

I spoke with the Customer Service (0870 607 5054 – calls are charged at national rate – long waiting yet).

I was told that possibly the 8 little nuts will be delivered sometime. Possibly Monday (when me and my partner will not be at home since working – as most of the people in UK – and therefore you would again once experience delivery problems…).

I am personally wondering if those are their standards.

I can just tell you that I now believe that buying that futon was a big mistake and a frustrating experience.

Edoardo Cervoni

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