iFurn.com

Full review
Going to the iFurn.com site for the first time, we were looking to order several computer desks that were planned to be work stations. We looked through their many options, and decided upon one desk that was selling for $140.62 at the time. Selecting four of those desks was a snap, and we decided to place the order for all four of them using the quotes we were seeing on the iFurn Furniture web-site. The order went through fine, and with the speedy site it seemed like everything was going perfectly. It really sounded like a sure-fire experience using this site that proclaimed there would be no sales tax, that they offered a satisfaction guarantee, and that most of their items were shipped for free. Our item was not shipped for free, but I will get to that a little later in my review of this web-site.

After placing the order, it was about a week until it officially shipped, and then another week before it arrived, leaving it at 2 weeks total time for their product to arrive once ordered. They don’t offer better methods, and they don’t give out specific durations of time for an order, so I assume this two week total time is probably an average. In my opinion, it’s a pretty long duration of time for the $72.00 they ended up charging us for 4 disassembled computer desks. It was far from free shipping, and even further from being quick on delivery. Setting that aside, the worst part was yet to come, as when the delivery arrived, it turned out that not only did they deliver us the wrong product, but they also charged us for this more-expensive option that they had shipped. Somewhere in their delivery department, or maybe even in sales they transposed two digits on the order form, and sent us out a different type of computer desk that would not fit into the office space we had available.

Having the wrong desks on hand, I was a little frustrated with having to deal with the issue, but nonetheless expected that the company would be more than willing to just accept the desks back and send us the correct ones. The first attempt at contacting the company was successful, and we talked to a lady on the phone that dealt us the first blow of bad news. The company would accept the desks back if we paid for shipping, but they would only take back 3 of the 4 desks. Additionally, they would not refund the shipping charge that we had paid them to ship the correct product, and that we would have to pay out of our own pocket just to send it back. Getting more frustrated with each revelation, the pendulum really swung towards anger when they informed us that we would also have to pay at minimum (yes minimum meaning this is the smallest amount, but it could be more) re-stocking fee of 20% of the cost of merchandise. So to sum it up, for receiving the wrong product, they wanted us to pay the $72.00 in shipping charges to send it to us, an additional $72.00 to send it back, eat the cost of 1 desk ($205.87 was the wrong desk price) and then pay a 20% restocking fee on the remaining merchandise ($123.52). So in total, for them shipping the wrong product, they wanted us to pay $473.99.

That total cost of $473.99 was pretty close to what our purchase should have cost in total the first time around, but this time we would be paying that fee, and still not be receiving any additional furniture unless we then paid for that. So $473.99 in fees PLUS the cost of 4 new desks and the cost to ship out the correct order again to us the second time. Having finished my word day just as I was receiving all of this bad news, I sent out an e-mail to the contact person at iFurn.com to make sure they knew we were very unhappy with what we were being told, and that there was no way we would want to pay for all of these charges due to their companies mistake. We also flat out told them that we would not be paying for the desks that they sent us, and that if they wanted to have then returned, we would gladly place them in the mail if provided with a UPS or FedEx code to bill IFurn.com. The first person told me I needed to talk to her manager, and I immediately responded to that e-mail asking her to forward my detailed e-mail to the appropriate people, or to give me their contact information so that I could talk to them personally. This was the last response I would ever get from iFurn.com.

Repeated e-mails and attempts at contacting the contact people at the company have gone unanswered, and a charge for almost $900.00 has appeared on our credit card. The company doesn’t care at all about satisfying the customer, and when they make mistakes, they hold their customers responsible for it. Looking further through their general return policies, the company states that “For undeliverable or refused shipments, the customer will be responsible for the initial freight (including actual shipping costs in a “free shipping offer”), and any and all return charges for freight, plus a minimum of a 20% restocking fee. The customer is responsible for the cost of insuring the return freight. Please note that items sold as "No Returns" cannot be returned.” So it boils down to them clearing themselves of any responsibility if they send someone the wrong product, and they place the fault entirely on the customer in these cases.

I cannot stress how important it is for people interested in ordering furniture online to stay away from this company. We have been charged $900.00 for a product we never wanted, have been told that we would have to pay more fees for the company to fix their mistake, and when we asked for action to be taken suddenly became ignored in every instance of contact. The company doesn’t really care about its customers, and it should have been obvious when their main page says “Our Satisfaction Guarantee”. What they don’t tell you, is that it is the COMPANY that is guaranteed satisfaction when they choose to abuse their customers, and it seems they will do anything to make a few extra dollars, including charging the customers for returning an incorrectly shipped product. The business practices that run this company are flat out ridiculous, and using iFurn.com has been nothing short of an exasperating experience for me. They don’t really offer free shipping, they don’t fix their mistaken charges or shipping errors, and they don’t respond to any contact by the customer.

Stay away from this company, and avoid going through the same problems that we have had to endure as a result. We have yet to clear up the $900.00 in charges, we had to go to a separate dealer to get desks that we could use, and the company has ignored us at every turn. Don’t be fooled by their promise to make everything right, because it is a lie. This company is just out to take your money and leave you in the cold with even more charges if you say they sent the wrong product.