We ordered a very large wardrobe
We ordered a very large wardrobe. And a small matching drawers. The purpose was to check quality before assembling the larger item.
Upon receipt all looked good. We attempted to put the drawers together but had missing items, bolts and wooden bolts, I obtained the missing items myself, as already had to wait linger than anticipated for delivery. The drawer assembly was over complicated, imo. However when it came to putting the drawers in they did not fit. The holes for the rails were all in the wrong place. In addition the drawers fell apart as you tried to insert.
I tried to get advice from company and they did not believe a word I said. Asked me to produce a level, which I did then they said it was not level, I got a carpenter around and he confirmed they were not fit for purpose. All this time I was told to video the assembly so they could tell me were I was wrong. I got zero refund on the drawers and had to pay 70 pounds to wait 3 weeks to collect and a further 2 weeks for part refund. So I lost 180 pounds in this experience and have to pay for the drawers to be binned as I did not have time to take apart and rebuild with video. As you will notice they never take any responsibility on negative feed back. They delete negative feedback on there own website. I am sure the response to this will be denial or they have never heard of me. There service attitude is like wolf of Wall Street
Reply from Arthauss Furniture
Hello Kevin,
We’re very sorry to hear that your experience did not meet your expectations. We always aim to make assembly and aftercare as smooth as possible, and we appreciate the opportunity to clarify a few details regarding your order and our communication.
You initially reported that none of the drawers would fit into the frame. After we requested clarification, you kindly provided videos showing two drawers being successfully inserted, which suggested the frame was functioning as intended for those units. However, as no videos were provided showing attempts to insert the remaining drawers, we were unable to verify whether the same issue occurred with the others.
The photos you shared also indicated that the drawer fronts had not been glued into the pre-drilled dowel holes - there was no visible glue residue on the dowels - which likely caused the drawer fronts to separate during assembly.
In addition, our team noticed from your photos that the unit was placed on an uneven surface, with the level’s bubble leaning to one side. This could have affected the frame alignment and drawer rail positioning.
We also wanted to note that no reports of missing parts were made prior to or during the initial assembly process. Our team would have been happy to provide any replacements immediately to help you complete the assembly.
Despite these findings, and in an effort to reach an amicable solution, we offered a return for a partial refund, which was declined.
We truly regret that this experience was frustrating and appreciate the time you took to share your feedback. Our team always strives to handle all matters fairly, transparently, and with care for our customers.
Warm regards,
Your Arthauss Furniture Team