MFI Complaint

Well I'm thoroughly fed up with what's been going on. Dealing with MFI has just been a soul destroying experience. I believe the parts I need have finally been ordered, though in the end I had to pay for them, and they shan't be with me for another two weeks. Even with a discount it's not a situation I'm happy with. A copy of the complaint I intend to send to their head office can be found in the extended section, in the hope that it might crop up on Google and cause MFI some financial discomfit, however minor. I don't feel it's particularly worthy of sharing aside from that, and the fact that I've written it just makes me feel petty and small.

Someone send me some good news, please...

Dear Sir or Madam,

I'm writing to complain about the atrocious service I've received from an MFI store. I ordered a Milan fitted bedroom, with fitting included, from the Chiswick branch of MFI. At the time, I ordered exactly the set up that appeared in the store. When the bedroom furniture was delivered, however, I discovered that I had not been sent a chest of drawers, and the drawers were not on my original invoice. Whilst this was a disappointing oversight on the part of the store, I appreciate that I should have checked my copy of the invoice and registered it's absence myself. I'm willing to accept that this was as much my error as it was the store's and I paid for the item and it was duly delivered.

However, when the MFI appointed fitter arrived he also pointed out that four side panels for two chests of drawers were also missing. I was told that it was the fitter's responsibility to contact the store and arrange for the missing items to be delivered. The fitter did so and I was assured that the missing items would be with me shortly. A week later I duly received two panels. I then contacted the store about the two still missing panels. After a great number of phone calls to the store and to your customer service department - both of whom unhelpfully kept referring back to each other - I was eventually told that the remaining panels would be sent out. They arrived the following week. At that point I discovered that the panels were the wrong size. Thus began another series of phone calls. Most frustratingly I was rarely able to receive any sort of answer to my dilemma, and was usually told that someone would call me back with an answer. Both Lorenzo and Sumiti from the Chiswick branch failed to do so on at least two occasions each over the last week. Finally I was put through to Keiran, the manager, who was able to sort the matter out, with the provision that I would have to pay for the missing items. Even though he offered a 50% discount on the panels I'm still extremely unhappy. My complaint is as follows.

1) The bedroom that was sold to me was misrepresented. I believed, and was led to believe, that I had ordered and paid for exactly what was on display. This was not the case.

2) I believe that the error should have been visible to your employees. That the pieces I did receive do not fit together without the missing parts is evidence of this.

3) I could not have known from the invoice that the panels were missing.

4) Had I know that the true cost of the bedroom was going to be over £200 higher than I was quoted, I would likely have looked elsewhere.

5) Even now I'm forced to wait another two weeks for the missing panels to be delivered. I offered to pay for a courier to pick them up in order to sort this out once and for all, but was told that was not possible. This lack of urgency to resolve a matter that's dragged on for weeks already is particularly galling.

I genuinely feel that the service I've received over the last three weeks has verged on incompetence, and it's provided me with many hours of frustration. What's more I also feel that I'm having to pay for mistakes made MFI employees.

The store manager assured me today of the futility involved in sending any letter of complaint, but I cannot emphasis strongly enough the value I place on good customer service and my extreme disappointment with the way I've been treated over the last three weeks. I would very much like an explanation of the steps you will undertake to prevent such mishaps occurring again, as well as any reasons why you believe I should trust MFI in the future. In addition to the bedroom I've also recently ordered a kitchen from MFI and I can assure that these most recent troubles mean that I will be not ordering anything more from MFI in the future, nor, to judge from their reaction to my experiences, will any of my acquaintances.

Sincerely,