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Review by Christian Acampo1 year ago
Should have known better. I ordered one of thier top line chairs and i got a mess instead. The chair itself was defective in about 7 different ways, the biggest of which was the back which wouldn't properly align with the base.
The end result was a chair with a back that was turned around 5° the wrong way and would rotate your upper body when sat in. Not what you expect from a $600+ ergonomic chair.
The rest of the issues were things like the seat being tilted, arm rests not the same distance apart, the middle stiching was curved like a bow, shoulder wings and other components wildly different in their dimensions/sizes and angles. Then to top it off either from the tilt or god knows what it had a dicky wheel like a shopping trolley (made horrible noises and spun willy nilly).
Cue my interactions with customer support who responded quickly but with poor english. Asking for pictures and when provided tried to rationale it all away as "its hand made, within acceptable deviations, not everything will be identical" and other lies, even ignored my video of the wheel in action.
They tried to let me return it as a "change of mind " but admitted it was faulty in the process and forced me to pay upfront for thier return shipping with tnt who gave me the run around when they came to pick up the package and then told me they didn't have room in thier delivery truck.
Am yet to receive a full refund + return cost (will give them a grace period for return shipping time), if not received then I will open dispute with bank/paypal and lodge accc complaint for trying to dissaude me of legal right for refund under major defect laws.
*Edit after ZQracing reply.
Funny how none of this was mentioned during customer support. All you needed to do was say "okay then we are going to process a return for you, once we confirm the defect on our end we will give you a refund. If no defect is found you could be charged up to X amount etc etc"
Instead I got the your eligible for a change of mind refund (which you can slug a restocking fee for) and an atrociously worded email telling a "discounted return option for $25 was included" that i secretly had to pay for (read NOT included). Side note this is in fact a breach of the Australian consumer law which reads as follows "when a product is too large, too heavy or too difficult to remove, the business is responsible for paying the shipping costs or collecting the product". An enormous 30kg box fits this description. But you argued with me AGAIN and basically told me to pay or else.
I would also add telling a customer they are eligible for a change of mind return(which has a stocking fee) instead of a FULL refund after they have expressed their right to return faulty goods(especially when you haven't confirmed the quality of the goods), is also a breach of Australian law.
It is as misleading as a no refund sign hung in a store, regardless of your protocol, intent or the peculiarities of how its processed in your computer system, its still misleading and thus not allowed.
Thanks for your reply, you have convinced me to make an accc complaint regardless of this outcome because im sick of have to fight to be treated fairly.
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