Onlinereality Arvostelua 

I ordered a table top and base from Cafe Reality, a division of Online Reality and specifically selected the 'Table Top with Inserted Fixings' option which carried an additional charge. The additional charge was only £3.95 at the time I purchased, but it is now £9.95. The listing for this table top has a video that shows they can supply the table top with inserted M6 fittings and given that the 'Table Top with Inserted Fixings' was the only option provided by the company to request this service, I selected it, as I was not confident to have to drill into the table top myself.

Once the table top was delivered (later than the requested date), It took around a month for me to get to open the package, ready to fit the table, as I was getting my dining room decorated and did not want the top to be damaged whilst the work was ongoing, so wanted to keep it wrapped.

When I did open the package, there were no fittings in the table top. There was a bag of loose screws, which do not count as 'inserted fittings'. I immediately contacted the company to ask what could be done about this and was told they had processed the 'Table Top with Inserted Fixings' request as just being screws and that if I had wanted the inserted fittings, I should have asked for this separately.

Why would I ask for this separately when I clearly already selected the 'inserted fittings' option and paid the extra. I double checked their checkout screen and there wasn't even an option to add a note to request anything else anyway, so how could I have asked for this separately even if I had known to do so?

Their verbatim reply was 'If the customer is wanting inserts, we will have to collect the top back from them to insert as it's a made to order item. There will be a charge for the collection and also the inserts, please let me know how you wish to proceed'.

On 23rd January 2025, I replied, explaining how misleading their listing was and to query what customers are supposed to infer by 'Table Top with inserted fittings' other than the actual threaded inserts that are installed into the table top to make it easier and more secure for the recipient to fit the table top to the base. Especially when that option carries an additional payment (albeit a small one, though it has now more than doubled in price) and is accompanied by a video which clearly shows the M6 inserts that can be supplied in the table top if you chose this option.

Whilst £3.95 might be a small amount to pay for this you might think (it is now more), why would I query this if they have set that price. Given they have all the equipment to hand to insert the fittings, I would not think it an onerous task for them to perform, especially whilst they are in the process of making the table top anyway. If the additional payment option had just said 'screws', if that was all they were going to supply, then at least I would have known what I was getting.

I have not had the courtesy of a reply to my last email. I have given the listing a 2 as the top and base were undamaged and what I requested (minus the inserted fittings) but I am extremely disappointed in their lack of customer service and after sales, with not even an acknowledgement that their listing is lacking.

BUYER BEWARE. If you want inserted fittings, you will need to jump through hoops that are not detailed anywhere on the listing to get them. Do not assume that 'table top with inserted fittings' means that it will arrive with the inserts fitted, because it doesn't, it means loose screws and you are on your own to drill the table top to make sure you fit it correctly to the base. If this isn't misleading, I don't know what is.

I have checked and their listing has not been changed, despite me telling them it is misleading. It simply states 'See video for more information on insert fixings'. The video shows the table top with inserts and tells you it is a metal to metal fixing and so much more secure. It then shows the base being fitted to the table top by screwing into the inserted fittings. Nowhere in the video does it say 'be sure to ask for this separately, as the option you think you are selecting to cover this ('table top with inserted fittings') isn't actually this, it just means a bag of screws and your on your own to fit it'.

I'm exceptionally disappointed at the lack of customer service or any follow up to my email of 23rd January. They've made their sale, now they don't care and it's my problem unless I want to pay for re-collection, pay for the inserts again and redelivery fee. That isn't customer service in my book.

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