House and Home - disappointed services

If you are considering buying from House and Home, please read the following and other comments carefully. They are true. (I did not take others’ opinion before I placed my order, then I learnt it in a hard way.)

First it was when I placed with my orders online on the 7th of Feb 2020, no communication has been carried out from House and Home online service side, I have to initiate emails and plenty calls (from Monday the 10th Feb 2020 and there were plenty transfers and no picking ups) from my side to get hold of them and then “tell” them that I placed orders online, even when I told them about my order number, their online service told me there is no such an order, only when I send my proof of payment, they managed to found my order (and by then it was 11th of Feb). The lack of communication disappointed me and made me lose all my trust in House and Home, so I requested a refund on the 11th, then they told me it takes 7-10 working days, which I really cannot accept and understand. A normal transaction takes up to 2 working days.

The most funny part was there was no need for any documents when I placed my orders online and the money had to be paid immediately which I did through online banking. However, when it came to refund, they required my ID, confirmation letter of bank accounts and a VENDOR Form to be filled. Which I really cannot understand why did I have to fill in the vendor form since I am just a personal purchaser but not a company or a group, and I sent my queries but received no explanations. Even though I do not understand why these documents were needed, I still filled them in and submitted on the 12th Feb (they sent me the form and documents needed on that day) since I want no more problems but only my money back. Then only till Friday, the 14th Feb, I received another email says there were problems with the form that I filled in, they need the postal code and my name on the vendor form is different to the name on the ID. So I rep**** and explained they are all my name one is the ID book name and the other is the preference name, which in general if you attach this email, it can be used as a evidence in court). Then I waited till today, the 19th of Feb, I wrote them an email to ask for update, then I was told: “no, you have to put the same name on ID book on the form.” My query is if you think the email is not good enough, why didn’t you call me immediately when you received the email but I had to contact you to check up on things then you telling me things are not okay. Now, I still do not know when I can get my money back.

This kind of poor or would rather say rotted service really made me into a unhappy person and traumatised me mentally. I moved into a new unit at the beginning of Feb and needed these basic orders to deliver my fridge and washing machine to carry out a normal standard life. When I realised House and Home would not be able to deliver my stuffs on time, I requested the refund and trying to use the money to buy fridge and washing machine from other stores. But they tied up my funds and drag the process into nowhere, and I could not get my fridge and washing machine. This had badly effect my normal daily life.