Dear Glocals people, need your advice.
We've ordered a commode in Orchestra shop in France. They didn't have it in th shop, therefore we have ordered it based on a small picture in the catalogue.
When it arrived, we took it home, assembled and noticed that two tirroirs (chests) are missing, while they were shown in the catalogue and in the assembling instructions.
When we have called to th shop they informed us that these chests should be ordered separately (another €70 on the top of the commode price).
My questions are the following:
1) What are the generic furniture return policies in France (return period, reasons for return, etc.)
2) Can I still return a piece of furniture after assembling it (all nails, screws, dowels are now used, and we also had to use some glue as per assembling instructions). What should be the reason for the return? Can I use the fact that we were not informed about the need to order additional parts separately as the reason for the return?
3) Can we return it assembled or we need to disassemble it? We still have the boxes, but they were packed and definitely lost their initial shape
Thanks in advance for your advices!
Forums in Geneva > Geneva > Furniture return rules in France
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Furniture return rules in France
Oct 18, 2014 @ 09:52
The text you are quoting:
Dear Glocals people, need your advice.
We've ordered a commode in Orchestra shop in France. They didn't have it in th shop, therefore we have ordered it based on a small picture in the catalogue.
When it arrived, we took it home, assembled and noticed that two tirroirs (chests) are missing, while they were shown in the catalogue and in the assembling instructions.
When we have called to th shop they informed us that these chests should be ordered separately (another €70 on the top of the commode price).
My questions are the following:
1) What are the generic furniture return policies in France (return period, reasons for return, etc.)
2) Can I still return a piece of furniture after assembling it (all nails, screws, dowels are now used, and we also had to use some glue as per assembling instructions). What should be the reason for the return? Can I use the fact that we were not informed about the need to order additional parts separately as the reason for the return?
3) Can we return it assembled or we need to disassemble it? We still have the boxes, but they were packed and definitely lost their initial shape
Thanks in advance for your advices!
Lida NOct 18, 2014 @ 09:52
We've ordered a commode in Orchestra shop in France. They didn't have it in th shop, therefore we have ordered it based on a small picture in the catalogue.
When it arrived, we took it home, assembled and noticed that two tirroirs (chests) are missing, while they were shown in the catalogue and in the assembling instructions.
When we have called to th shop they informed us that these chests should be ordered separately (another €70 on the top of the commode price).
My questions are the following:
1) What are the generic furniture return policies in France (return period, reasons for return, etc.)
2) Can I still return a piece of furniture after assembling it (all nails, screws, dowels are now used, and we also had to use some glue as per assembling instructions). What should be the reason for the return? Can I use the fact that we were not informed about the need to order additional parts separately as the reason for the return?
3) Can we return it assembled or we need to disassemble it? We still have the boxes, but they were packed and definitely lost their initial shape
Thanks in advance for your advices!
Lida NOct 18, 2014 @ 09:52
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Re: Furniture return rules in France
Post 1
Oct 18, 2014 @ 12:36
Hi Lida,
It looks like in your case, for the reasons you mention above, the item cannot be returned. If it was still in the package, you could, but now assembled, and with glue...
Good luck!
The text you are quoting:
Hi Lida,
It looks like in your case, for the reasons you mention above, the item cannot be returned. If it was still in the package, you could, but now assembled, and with glue...
Good luck!
TreeOf Life, Oct 18, 2014 @ 12:36
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Re: Furniture return rules in France
Post 2
Oct 20, 2014 @ 13:54
Dear Glocals people, need your advice.
We've ordered a commode in Orchestra shop in France. They didn't have it in th shop, therefore we have ordered it based on a small picture in the catalogue.
When it arrived, we took it home, assembled and noticed that two tirroirs (chests) are missing, while they were shown in the catalogue and in the assembling instructions.
When we have called to th shop they informed us that these chests should be ordered separately (another €70 on the top of the commode price).
My questions are the following:
1) What are the generic furniture return policies in France (return period, reasons for return, etc.)
2) Can I still return a piece of furniture after assembling it (all nails, screws, dowels are now used, and we also had to use some glue as per assembling instructions). What should be the reason for the return? Can I use the fact that we were not informed about the need to order additional parts separately as the reason for the return?
3) Can we return it assembled or we need to disassemble it? We still have the boxes, but they were packed and definitely lost their initial shape
Thanks in advance for your advices!
Oct 18, 14 09:52
Oct 18, 14 09:52
Hi Lida:
First ...Have you received a written confirmation that two drawers were to be ordered separately? There lies the reason for return if NOT listed. However, please note that most of the times there is a small (foot)note in furniture catalogs which specifies"pictures have no contractual value", thus making it difficult to complain unless the description of the commode specified that there was a number of drawers incl the iwo who were missing... for the SAME price. Otherwise it is abusive and even cause to fraud toward the consumers. So please check thoroughly the wordy description of the chest of drawers;
Secondly when there is an obvious doubt - which can be the case on this matter - the buyer/consumer is considered victim when information was not fully provided as the professional is the SELLER company who could be declared as hiding infos intentionally!
Thirdly, return policy is usually announced either on invoice or delivery slip or may be fully described on the catalog, like with mail order companies. Your furniture is now fully assemble and may show already marks of wear & tear if dis-assemble ! On one hand you did the labour, on the other hand it will be more volume to send back and more costly...Try to keep that price negotiation as a second priority as FIRST you need them to refund for what you paid. Unless you decide to engage in respect of your rights through a judicial procedure with a Consumer Action or Consumer Association you ought to be a member.
Hope above helps
The text you are quoting:
Hi Lida:
First ...Have you received a written confirmation that two drawers were to be ordered separately? There lies the reason for return if NOT listed. However, please note that most of the times there is a small (foot)note in furniture catalogs which specifies"pictures have no contractual value", thus making it difficult to complain unless the description of the commode specified that there was a number of drawers incl the iwo who were missing... for the SAME price. Otherwise it is abusive and even cause to fraud toward the consumers. So please check thoroughly the wordy description of the chest of drawers;
Secondly when there is an obvious doubt - which can be the case on this matter - the buyer/consumer is considered victim when information was not fully provided as the professional is the SELLER company who could be declared as hiding infos intentionally!
Thirdly, return policy is usually announced either on invoice or delivery slip or may be fully described on the catalog, like with mail order companies. Your furniture is now fully assemble and may show already marks of wear & tear if dis-assemble ! On one hand you did the labour, on the other hand it will be more volume to send back and more costly...Try to keep that price negotiation as a second priority as FIRST you need them to refund for what you paid. Unless you decide to engage in respect of your rights through a judicial procedure with a Consumer Action or Consumer Association you ought to be a member.
Hope above helps
Milord, Oct 20, 2014 @ 13:54
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Re: Furniture return rules in France
Post 3
Oct 20, 2014 @ 14:49
Ouch! seems like both her commode and Lida are screwed...
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Re: Furniture return rules in France
Post 4
Oct 20, 2014 @ 19:26
Lida,
Casuistic,
FYI there is a way to defend your rights : Assume that the assembling instructions are not listed on a plain piece of paper but a flyer bearing the Orchestra shop logo, then you hold on a strong negotiation point. You may be able to squeeze them and you create the "Ouch" to the seller as Casuistik expressed so well.
Let us know where you stand now
The text you are quoting:
Lida,
Casuistic,
FYI there is a way to defend your rights : Assume that the assembling instructions are not listed on a plain piece of paper but a flyer bearing the Orchestra shop logo, then you hold on a strong negotiation point. You may be able to squeeze them and you create the "Ouch" to the seller as Casuistik expressed so well.
Let us know where you stand now
Milord, Oct 20, 2014 @ 19:26
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Re: Furniture return rules in France
Post 5
Oct 21, 2014 @ 02:28
Milord,
Wisely said... You nailed it!
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Re: Furniture return rules in France
Post 6
Oct 21, 2014 @ 15:43
Hi Milord,
Have you received a written confirmation that two drawers were to be ordered separately?
No, there was just a small picture in orchestra's catalogue with this commode, there were no prices indicated there (see attached picture from the cataloge). When we came to the shop we've asked what would be the price for teh commode. They have also told us verbally that the changing panel is not included, therefore it has to be ordered separately. They didn't mention anything about the need to order the top two drawers/boxes separately.
The text you are quoting:
Hi Milord,
Have you received a written confirmation that two drawers were to be ordered separately?
No, there was just a small picture in orchestra's catalogue with this commode, there were no prices indicated there (see attached picture from the cataloge). When we came to the shop we've asked what would be the price for teh commode. They have also told us verbally that the changing panel is not included, therefore it has to be ordered separately. They didn't mention anything about the need to order the top two drawers/boxes separately.
Lida N, Oct 21, 2014 @ 15:43
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Re: Furniture return rules in France
Post 7
Oct 21, 2014 @ 15:56
I've just translated the text on the right side of the page with the help of Google translator - the text turned to be in Dutch while the catalogue is French!
Here is what it says:
Ook beschikbaar in dit gamma: // Also available in this range:
Lade bed // drawer bed
Tablet voor commode 55 cm // Tablet for chest 55 cm
Opbergbox* // storage box *
Opbergbox mini // mini storage
Opbergbox muur // storage wall
*Bestaat in meerdere kleuren. // * Available in multiple colors.
So nothing says that these two drawers had to be ordered separately.
My general intention is to keep the commode due to the fact that I'm 36 weeks pregnant and don't have time/energy to find a big car to go to Epagny where the shop is located (and to pay for using the roads in France) when I'm not sure in the possible outcomes. Also my level of French doesn't allow me to argue with the shop assisstants.
Do you think I can claim them to order these two missing drowers free of charge? Which arguments would you recommend me to use in this case? Should I send an official claim by post or call to their hotline?
The text you are quoting:
I've just translated the text on the right side of the page with the help of Google translator - the text turned to be in Dutch while the catalogue is French!
Here is what it says:
Ook beschikbaar in dit gamma: // Also available in this range:
Lade bed // drawer bed
Tablet voor commode 55 cm // Tablet for chest 55 cm
Opbergbox* // storage box *
Opbergbox mini // mini storage
Opbergbox muur // storage wall
*Bestaat in meerdere kleuren. // * Available in multiple colors.
So nothing says that these two drawers had to be ordered separately.
My general intention is to keep the commode due to the fact that I'm 36 weeks pregnant and don't have time/energy to find a big car to go to Epagny where the shop is located (and to pay for using the roads in France) when I'm not sure in the possible outcomes. Also my level of French doesn't allow me to argue with the shop assisstants.
Do you think I can claim them to order these two missing drowers free of charge? Which arguments would you recommend me to use in this case? Should I send an official claim by post or call to their hotline?
Lida N, Oct 21, 2014 @ 15:56
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Re: Furniture return rules in France
Post 8
Oct 21, 2014 @ 16:13
"Should I send an official claim by post or call to their hotline?"
Do both. Start with a registered official letter sent to Headquarters in South of France
Orchestra – Service consommateurs
200, avenue des Tamaris – ZAC Antoine
34 130 St Aunès
and same original letter to be sent to Epagny boutique and follow-up with Hotline call.
ALso seems strange you could not be taken seriously when glancing through a catalog in a dutch-flemish language only, not even with a written french translation provided free of charge...! After all, the franchisee in Epagny would gladly need to prove the central warehouse DID NOT forget to load the drawers into the shipping cartons..!!
You have 60 days to return the goods as published on their website and you shoud provide your sale receipt...
The text you are quoting:
"Should I send an official claim by post or call to their hotline?"
Do both. Start with a registered official letter sent to Headquarters in South of France
Orchestra – Service consommateurs
200, avenue des Tamaris – ZAC Antoine
34 130 St Aunès
and same original letter to be sent to Epagny boutique and follow-up with Hotline call.
ALso seems strange you could not be taken seriously when glancing through a catalog in a dutch-flemish language only, not even with a written french translation provided free of charge...! After all, the franchisee in Epagny would gladly need to prove the central warehouse DID NOT forget to load the drawers into the shipping cartons..!!
You have 60 days to return the goods as published on their website and you shoud provide your sale receipt...
alfi K, Oct 21, 2014 @ 16:13
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Re: Furniture return rules in France
Post 9
Oct 21, 2014 @ 16:39
They are in the wrong for not providing you with crucial info. However, they can claim that you have a right to return the item, providing it is as new - which - unfortunately - is not the case anymore. Tough case to win, although I fully understand your frustration.
The text you are quoting:
They are in the wrong for not providing you with crucial info. However, they can claim that you have a right to return the item, providing it is as new - which - unfortunately - is not the case anymore. Tough case to win, although I fully understand your frustration.
Casuistik, Oct 21, 2014 @ 16:39
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Re: Furniture return rules in France
Post 10
Oct 21, 2014 @ 16:58
alfi K, 60 days for the return? Sounds very promising :)))
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Re: Furniture return rules in France
Post 11
Oct 21, 2014 @ 17:03
Not the exact same model, but this is the info which should have been provided.
The text you are quoting:
Not the exact same model, but this is the info which should have been provided.
Casuistik, Oct 21, 2014 @ 17:03
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Re: Furniture return rules in France
Post 12
Oct 21, 2014 @ 17:08
It says:
Ce meuble est modulable : il peut à la fois faire office de commode et de bibliothèque. Il se compose d'une étagère sur toute la longueur ainsi que de 4 compartiments de taille identique pouvant être agrémentés ou non de tiroirs (Tiroirs Mix & Match L). Il peut même accueillir un plan à langer (Plan à langer Mix & Match M) !
Les tiroirs sont disponibles dans une large palette de couleurs : à vous de les personnaliser pour qu'il s'intègrent parfaitement dans la chambre de votre enfant !
Les tiroirs disposent d'un système de coulissage en bois avec retenue les empêchant de tomber.
Tiroirs et plan à langer vendus séparément.
Envoi gratuit d'échantillons sur simple demande.
The text you are quoting:
It says:
Ce meuble est modulable : il peut à la fois faire office de commode et de bibliothèque. Il se compose d'une étagère sur toute la longueur ainsi que de 4 compartiments de taille identique pouvant être agrémentés ou non de tiroirs (Tiroirs Mix & Match L). Il peut même accueillir un plan à langer (Plan à langer Mix & Match M) !
Les tiroirs sont disponibles dans une large palette de couleurs : à vous de les personnaliser pour qu'il s'intègrent parfaitement dans la chambre de votre enfant !
Les tiroirs disposent d'un système de coulissage en bois avec retenue les empêchant de tomber.
Tiroirs et plan à langer vendus séparément.
Envoi gratuit d'échantillons sur simple demande.
Casuistik, Oct 21, 2014 @ 17:08
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Re: Furniture return rules in France
Post 13
Oct 21, 2014 @ 17:17
As Casuistik says "Not the exact same model" and therefore the french translation of a "different" model cannot apply to the one you ordered.
Seems you have a breach to claim your free drawers as it is not written anywhere the drawers are extra charge.
Being in advanced pregnancy they should understand you keep the unit and could offer a "goodwill" commercial gesture by following up on your claim to issue such freebies for baby. You are a member of their club? They might even deliver free of charge in such a case. Look into their web site. As read above go for the registered letter.
Some of us know the power of the consumers when hundreds read a single customer claim and UNsatisfaction toward an abusive supplier.
The text you are quoting:
As Casuistik says "Not the exact same model" and therefore the french translation of a "different" model cannot apply to the one you ordered.
Seems you have a breach to claim your free drawers as it is not written anywhere the drawers are extra charge.
Being in advanced pregnancy they should understand you keep the unit and could offer a "goodwill" commercial gesture by following up on your claim to issue such freebies for baby. You are a member of their club? They might even deliver free of charge in such a case. Look into their web site. As read above go for the registered letter.
Some of us know the power of the consumers when hundreds read a single customer claim and UNsatisfaction toward an abusive supplier.
Milord, Oct 21, 2014 @ 17:17
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Re: Furniture return rules in France
Post 14
Oct 21, 2014 @ 17:30
Casuistik, where do you find all this info? I've checked the orchestra's site and found only information about the clothes, no furniture was mentioned there. Am I looking into the wrong place?
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Casuistik, where do you find all this info? I've checked the orchestra's site and found only information about the clothes, no furniture was mentioned there. Am I looking into the wrong place?
Lida N, Oct 21, 2014 @ 17:30
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Re: Furniture return rules in France
Post 15
Oct 21, 2014 @ 17:33
Milord, yes, I've bought a membership card here in Switzerland, but it works in France as well. Now need to negotiate next steps with my immediate stakeholder - my husband as he is the only one that can speak at least some French. I don't think that I can move on without his support and he hates arguing :) Oh, what an adventure with this commode, isn't it?
The text you are quoting:
Milord, yes, I've bought a membership card here in Switzerland, but it works in France as well. Now need to negotiate next steps with my immediate stakeholder - my husband as he is the only one that can speak at least some French. I don't think that I can move on without his support and he hates arguing :) Oh, what an adventure with this commode, isn't it?
Lida N, Oct 21, 2014 @ 17:33
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