I’m very dissatisfied with the service
I’m very dissatisfied with the service. The desk arrived damaged, we were charged for the return (and later discovered the return label showed we had overpaid), and because we had assembled the furniture we were only refunded 50% of the total. Although customer service was responsive, I would not recommend buying here.
Reply from Ona's Furniture
Good afternoon, Liselotte,
Thank you for taking the time to share your feedback.
When you informed us that two parts were damaged, we immediately offered to send replacement parts free of charge. However, this solution was declined. Although our company policy states that customers are responsible for return shipping costs, we made an exception in your case and covered the return shipping in order to provide you with better service.
Unfortunately, the item we received had been assembled and then disassembled, and it was returned in a damaged condition. As a result, it was no longer suitable for resale. According to our return policy (the link to which was shared with you prior to the return), a fully unpacked item qualifies for a 100% refund. If the packaging is damaged but the item remains unassembled, an 85% refund applies. Once an item has been assembled or disassembled, it no longer meets the conditions for a full or partial refund under the standard terms.
Despite this, as a gesture of goodwill, we issued a 50% refund.
We are truly sorry that this situation has led to dissatisfaction and regret that your experience did not meet your expectations.
Warm regards,
Ona's Furniture
