You can't rely on MFI (MFI)

Member Name: PoolieAlbatross

Product:	MFI
Date:	26/04/04 (1984 review reads)
Rating:

Advantages: Quality better than it was, Prices not too bad

Disadvantages: Poor Customer Service, Unreliable Delivery Dates

It's fair to say that a significant fraction of people in the UK have bought furniture from MFI. In the days before the Blue and Yellow God known as IKEA, if you wanted cheap furniture to take home and assemble yourself then it was the number one place to go. It's still one of the largest furniture chains in the UK (if not the largest) - but if my recent experiences are anything to go by, there's going to be a heck of a lot of people unhappy with the service from them.

I've had a few things from MFI over the years, the vast majority smallish items that I've been able to collect from the store and then assemble myself. While not always foolproof, it's usually not too difficult to assemble. It's maybe not always the sturdiest of stuff - it frequently relies on the hardboard at the rear of the unit to help keep the structure together - it's not too expensive, and does the job.

If you can pick up the things you're after there and then, MFI is worth a look. However, this is increasingly not the case, and unfortunately their customer care seems to be somewhat lacking when it comes to (1) Letting you know that your goods can't be delivered; and (2) Offering useful help when you contact them to find out what's going on.

My experience concerned a Kingsize Bed. Moving from rented accommodation, a bed was an essential - and we spotted one we liked in MFI, selected a good mattress (an essential as my wife is a Nurse with that oh-so-typical nurse's problem, a bad back) and waited for delivery. We arranged it for about four weeks after the initial order, and sat back to await arrival.

The Delivery happened when they said it would, correct day, and they confirmed the time as well. It's just a shame that it was only when t
he Delivery Driver phoned to say they were almost there that anyone bothered to tell us that the mattress - the one we'd picked out especially and ordered four weeks previously, was missing. OK, so let's call the Customer Service Line. 25 minutes at national call rates later, and I finally get to speak to a human being, who informs me that we'll have to wait at least another three weeks for the mattress - and that's not a confirmed date either. No alternatives offered; no compensation offered, or at least not until delivery is finally made, and other than someone making vaguely sympathetic noises down the phone and repeatedy saying that they're really sorry, little in the way of comfort - let alone practical help.

The problem is, when you actually look at the terms and conditions on the order you discover that MFI in effect say that they won't guarantee delivery times - in other words, it's almost a case of "you should feel lucky that we're even prepared to let you have the stuff at all, despite the money you've already paid us for it."

This is my particular situation, but a quick search of the web reveals a depressing litany of people told that something will be delivered only to be told with little or no notice that it won't be there after all with delays running into months, and damaged goods that MFI seem reluctant to replace quickly. Try putting "MFI Complaints" into Google.

Tu sum up then, the furniture itself is OK and straightforward enough to assemble - just don't rely on either delivery or decent customer service if things don't go according to plan.

Summary: