AIBU to ask where you would turn with this company?

[ThatCyanSheep]

I ordered a bookshelf with drawers in it from Dusk four months ago. It took a month to arrive, and I assembled it three months ago. On the day I assembled it, I contacted them to let them know that a piece was missing.

They have fobbed me off for three months now, they gave me £25 as a goodwill gesture at the very start, but still haven’t shipped me the correct piece. They last told me that it had arrived in their warehouse on 4 August and to give them ten working days from that date to arrange delivery.

Ten working days have passed and still nothing. They have said the only other option is for me to disassemble it, put it back in the original packaging (3 months later!!!) and send it back to them. I don’t know what to do, other than potentially place a chargeback on my card?! I feel like I’m banging my head against a brick wall.

AIBU to ask for a further refund?

Tell your credit card company and initiate a chargeback

I really think this is all I can do now isn’t it?

That’s awful! Funnily enough I was also missing a piece from a Dusk order, for a spare bed, but they sent it out straight away. That’s really bad form. At this point I’d say same as above, you’ve given them 3 months

Yes and it’s not something I say lightly as I’d never want to withhold money.

However, I’ve had to do it myself a month ago after I still hadn’t received my complete delivery. The original items were delivered early March.

I chased and asked politely via phone calls and emails. They kept telling me it was coming etc. I kept giving them chances. Then I contacted Amex and then, for the first time ever, they contacted me themselves.

Not to say my item would be with me that week but telling me how Amex are now going to stop all their money until this issue is resolved.

Amex told me the matter would be resolved within 6 weeks - it took 4 days. I wish I contacted them sooner.

Yeah I feel bad because I do genuinely like the company. They sell lovely bedding, but this is just taking the piss.

The other alternative they gave me was to ship me an entirely new unit, for me to pick the one piece out, and they’d then collect the other parts to dispose of, which is a horrendous waste.

I’ll contact them once last time and give them a deadline to send it out, and if not, I’ll contact them.

So they did give more than one option to resolve the issue? Regardless of the waste it's themselves taking the financial hit so I would have just accepted another one and taken the missing piece. How many months ago did they make that offer? It seems this could have been resolved sooner but you've held back?

The bookshelf isn’t small - it came in 5 packages. I obviously turned down having an entire 25kg bookshelf shipped to me, to remove a tiny part, to then have to arrange for it to be returned. That’s not a logical or reasonable solution to a missing part.

Neither is waiting 4 months for something they clearly don't intend to send.

Which is why I’ve told them they’ve got 14 working days or I’m filing a dispute. But they can’t shift the onus onto me by shipping a whole new unit and saying “organise the return!”, when they probably wouldn’t even pick it up.

I would tell them you’ll accept a whole new unit on the basis you won’t return the old one as there has been so much administrative back and forth you don’t want any other issues to deal with. That or they simply issue a refund without you returning the current unit. If they don’t agree to either of these things in 14 days I’d file a charge back. Sounds like never ending nonsense. I’d also post a bad review as this often elicits a faster response.

I don’t want a whole new unit though 🤣 it’s literally one side of a drawer, I just want that piece

They’ve now come back to me and said they had an “unprecedented” delay in getting the part, it’ll be with them “this week” and after it’s arrived I need to give them 10 working days to tell me when it’ll be shipped to me.

It stinks of a scam at this point because how am I supposed to know when the 10 days are up, when I don’t know when it arrives to them?!