In April I went into the Croydon branch of Oak Furniture Land. I chose a set of wardrobes but I was worried that they might not go up my stairs. I was approached by the assistant manager. I explained the dilemma and after much debate she told me that if they wouldn’t fit, all I needed to do was pay the delivery charge of £39 to return it.
With that reassurance I bought three double wardrobes, two bookcases, a chest of drawers, a mirror and a sofa. I also paid £322 for insurance (five-year accidental and structural furniture and leather upholstery guard) and the extra £39 customised delivery option. When I got home I was still concerned, so called the shop to double-check. I spoke to a gentleman who was friendly and helpful, and reassured me that I only needed to pay for the delivery charge if the wardrobes didn’t fit.
When the delivery drivers finally arrived on 3 May (they were extremely helpful and kind), they couldn’t get the wardrobes up the stairs. I was then told I needed to pay £350 to return the items. I am furious. I was told one thing by store staff that was patently not true. I have also been charged the insurance on wardrobes I don’t have. Can you help? LY, Bromley
Like you, we had a tough time with Oak Furniture Land. We forwarded your letter and repeatedly contacted it, but the company initially failed to respond.
This might be a case of a staff member on commission, desperate to hit a sales target. A look at the Oak Furniture Land page of the Indeed.co.uk website – where staff reveal what it’s like to work there – shows some staff feel under pressure to sell products to hit targets and earn commission. “A typical day at work is come in, open up and wait a couple of hours until business picks up and then it’s the same every day, sell sell sell.” And “A sale is not considered decent unless it has the extended warranty and an express delivery which you are constantly hounded about,” says another.
Had you looked at the company’s website, rather than phoning, the £100 restocking charge for each wardrobe is clearly shown. It also shows a lengthy list of circumstances in which its five-year insurance refuses to pay out. We would caution anyone against paying £330 to insure the furniture they are buying, particularly as it is much cheaper to add accidental damage cover to your home insurance.
Just prior to going to press, we were contacted by a solicitor acting for Oak Furniture Land, who told us there had never been any intention to avoid settling this matter. We understand it has offered to reduce the charge from £350 to £100, which he says you have accepted. This is the first complaint about the company we can remember. It also scores well for customer satisfaction, so maybe this is a rare blip. Just don’t be a sucker and buy the overpriced insurance.
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