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Old 30.01.2015, 11:36
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Problem with Pfister [Resolved]

Hi all,

I recently bought a bed from Pfister heres a quick summary of the events:
  • I ordred bed A at 399.- for pickup
  • I change my mind and ask to change the contract to a bed B at 199.-
  • They agreed and gave a new contract
  • I paid 199.- for bed B and took it home
  • At home i realised that it was bed A that they gave me
  • I needed urgently that bed for my guests who have a baby, so I decided to use it.

Now they sent me an invoice for 399.-. I called the customer service and explained them that they made a mistake and that they should come and get the bed and replace it with the one i wanted. And I still don't see why i would have to pay for their mistake?

Now they telling me that i have to pay 30% for "cancellation" fee and 150.- for transport and mounting and threatening legal action if i don't pay.

Any ideas on how should i proceed ?
Is there a number i can call for small legal advice like they have for insurance-related disputes?

Cheers,
Younes
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Old 30.01.2015, 11:44
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Re: Problem with Pfister

Wait, so you went ahead and finished assembling the bed, and had people sleep in it, and now you want to send it back and get a 100% refund??

The original mistake may have been theirs but I think you're being a bit cheeky here as well.
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Old 30.01.2015, 11:47
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Re: Problem with Pfister

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Hi all,


I recently bought a bed from Pfister heres a quick summary of the events:
  • I ordred bed A at 399.- for pickup
  • I change my mind and ask to change the contract to a bed B at 199.-
  • They agreed and gave a new contract
  • I paid 199.- for bed B and took it home
  • At home i realised that it was bed A that they gave me
  • I needed urgently that bed for my guests who have a baby, so I decided to use it.
Now they sent me an invoice for 399.-. I called the customer service and explained them that they made a mistake and that they should come and get the bed and replace it with the one i wanted. And I still don't see why i would have to pay for their mistake?

Now they telling me that i have to pay 30% for "cancellation" fee and 150.- for transport and mounting and threatening legal action if i don't pay.

Any ideas on how should i proceed ?
Is there a number i can call for small legal advice like they have for insurance-related disputes?

Cheers,
Younes
You might want to add a timeline so we understand over what period this happened.
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Old 30.01.2015, 11:47
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Re: Problem with Pfister

Post thanked for best complaint in 2015.
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Old 30.01.2015, 11:49
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Re: Problem with Pfister

Surely it'd have been pretty obvious straight away it was the wrong bed? Why did you take all that time to assemble it rather than jumping straight back in the car and returning it?
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Old 30.01.2015, 12:12
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Re: Problem with Pfister

I would suck up and pay the extra 200.- if I were you. It should have been obvious you had the wrong bed as soon as you got it home. The fact your guests needed a bed urgently is not Pfister's fault.
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Old 30.01.2015, 12:24
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Re: Problem with Pfister

We had a nightmare of a time with Pfister, too.

I usually install and fix stuff myself, but due to the huge size of what we picked, we decided to have it done by Pfister's assemblers. Professionals, eh? Here is the story...

We ordered our closet and bookshelves from them. We had to wait for about two months for the closet to arrive, only to be told that the doors will take another couple of weeks. OK, no problem. Upon assembly, one side got scraped and they had to come again to replace the damaged part. When the doors arrived after 2 or 3 weeks, the same team came and installed the doors, but they made a mistake and luckily for us the glass doors didn't fall on us , or so we were told by their Mr. Fixit, who came to fix the faulty door. It seems they have a designated job at Pfister - the fixer of assembly errors, and he told us he is kept extremely busy.

The bookshelves took three months to arrive! The assembly team was the same one that made the previous mistake, and again they made mistakes (how hard is to put it shelves together???) and were fighting with each other the whole time it took to put together the shelves. Another Mr. Fixit came and fixed the mistakes made by the assembly team.

Upon checking the final receipt we discovered that we were billed for one extra side and two extra drawers. Calling them to sort it all out wasn't as smooth as it could have been. The quality isn't much different than IKEA, but the price is several times higher. And has anyone mentioned the customer service yet? I know, I know, I see it's quite a common complaint. I think we are too spoiled and have too high expectations.

Needless to say, lesson learned and we will not shop there again.
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Old 30.01.2015, 12:34
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Re: Problem with Pfister

Bought there a couple of times, no issues.
And the rant here is rather more related to the OP using the wrong bed?
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Old 30.01.2015, 12:35
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Re: Problem with Pfister

As a counter to the negative Pfister stories; we have had very positive experiences with them. When we bought our appartment, we ordered a new sofa and double wardrobe for delivery and assembly, which arrived timely and were assembled correctly. Some months later we ordered a glass-top extending dining room table. When it arrived, my wife noticed a tiny chip (<0.5cm dia) on the frosting/paint on the underside of the glass surface. They offed us the option of a Sfr 500.- discount, or replace the table completely, free of charge. We chose the latter and the table was replaced within a matter of days.
Pfister is a little on the expensive side, but it is well above average quality.
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Old 30.01.2015, 12:51
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Re: Problem with Pfister

Normally you can return something if it is unused & in it's original packing. You took the delivery, you used the object, it is not faulty therefore I don't see why they should take it back.
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Old 30.01.2015, 13:09
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Re: Problem with Pfister

Wow so many replies. Im glad I made some of you laugh .

Anyway for the timeline heres what happened
I got the bed Friday night
I opened the bod Saturday night my guest were coming later that night.

I'm asking this because in most countries if you pay for something and the object is wrong then you are not obliged to return it or at least using it is not prohibited. I proposed they change it just to be fair to them(and that i don't mind the cheaper bed).

With IKEA i had very good customer experience, I changed a mattress after using it for 1 month and they were happy to do it.

For now they are not even proposing that i pay the difference...
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Old 30.01.2015, 13:33
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Re: Problem with Pfister

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Wow so many replies. Im glad I made some of you laugh .

Anyway for the timeline heres what happened
I got the bed Friday night
I opened the bod Saturday night my guest were coming later that night.

I'm asking this because in most countries if you pay for something and the object is wrong then you are not obliged to return it or at least using it is not prohibited. I proposed they change it just to be fair to them(and that i don't mind the cheaper bed).

With IKEA i had very good customer experience, I changed a mattress after using it for 1 month and they were happy to do it.

For now they are not even proposing that i pay the difference...
The IKEA mattress situation is completely different... they have a specific policy that allows you to use and then return the mattress if you're not satisfied with it. They have that in writing.

The problem with the Pfister situation is that you have opened, built and used the bed... when you could have easily taken is straight back to the shop and got it replaced. Yes, it would have been a bit inconvenient to have to go back there in the car, but it wouldn't have been too much hassle in the grand scheme of things considering you already had the vehicle to transport it in the first place.

However it's now clearly too late for the above and has escalated, so if you paid for the 199chf bed, have a written contract to prove it, and they actually gave you the 399chf bed at pickup despite that, then I am not sure that they have any leg to stand on with charging you for the cancellation fee and pickup.

If I were you I would write them a registered letter with a copy of your new contract for the 199chf bed, stating that they gave you the wrong bed, it was their mistake, and that you are under no obligation to return it or pay for their error.

No idea why you contacted them in the first It's a huge corporation that makes millions from selling highly overpriced furniture to people willing to pay for it... they likely wouldn't have blinked an eye.
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Old 30.01.2015, 13:40
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Re: Problem with Pfister

Am I reading the first post correctly, that you have PAID 199 for the cheaper bed and when you got the more expensive one my mistake they are charging you the full amount?

As you've paid 199, just pay the extra 200 and keep the "A" bed.
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Old 30.01.2015, 13:53
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Re: Problem with Pfister

I could not have returned the bed easily because:
1. i needed it that day and they were closed already.
2. No truck available
3. No friend with a valid driver license available

Again the exchange thing was just to be fair to them. What is the law when the item you got is wrong (possibly more expensive) do you have to return it?

I still have to get them to propose me to pay only the rest of the bed. But i would like to know what does the law says for this case.
I just feel like i'm paying for their mistake and got annoyed when they started threatening legal action.
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Old 30.01.2015, 13:57
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Re: Problem with Pfister

If I were Pfister, I'd bill you the storage costs for bed A and prosecute you for shoplifting bed B.

Be thankful they're much nicer than me.
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Old 30.01.2015, 14:13
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Re: Problem with Pfister

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I could not have returned the bed easily because:
1. i needed it that day and they were closed already.
2. No truck available
3. No friend with a valid driver license available

Again the exchange thing was just to be fair to them. What is the law when the item you got is wrong (possibly more expensive) do you have to return it?

I still have to get them to propose me to pay only the rest of the bed. But i would like to know what does the law says for this case.
I just feel like i'm paying for their mistake and got annoyed when they started threatening legal action.
You said you "took it home"... so I thought you meant you had transport.

As for the other part, this is not a place to get expert legal advice. Contact a lawyer... if you really think it's worth the expense/hassle.

Personally I would just call them and offer to pay the difference, then it's done with.
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Old 30.01.2015, 14:16
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Re: Problem with Pfister

You're in good company ...... I think that George Michael, when he was in jail, also had a problem with a hairless Pfister.
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Old 30.01.2015, 14:21
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Re: Problem with Pfister

I think the best you can really hope for is to pay the additional 200 and keep the bed. It's your job to check that they gave you the right item before you leave the store with it. Not only that, but you've used it, so just forget about returning it.

Their request for an additional 399 plus fees is unreasonable, but so is your expectation of just exchanging the beds. You may find a more favorable outcome if you offer to give them 200 and call it done, rather than sitting around waiting for them to come up with more fees.

Do you have any paperwork from either bed? Any chance there's some fine print in there about what happens when you cancel, etc.?
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Old 30.01.2015, 14:29
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Re: Problem with Pfister

I rented a truck for 2 hours to go get the bed. I had returned it by the time i opened the box.
Anyway I decided i'm going to ask to talk with a legal representative. Im going offer to pay the difference in exchange of them showing me the law in regard of this issue.
I would have still payed more than i wanted because of their mistake but i would have learn something at least for the next time .

PS: I checked the law in France and in the US. Im allowed to keep the bed there.
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Old 30.01.2015, 14:40
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Re: Problem with Pfister

Your best bet is to go to the shop with your receipts and their demands and for them to go through their records.

Chances are they aren't tying up your payment on the other bed (not taken) to the bed you took.

The fact you knew the bed was wrong, still built it and then used it without giving them the opportunity to correct the mistake would suggest you were happy with taking the original bed.
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