“I normally have a lot of understanding for companies facing logistical or operational difficulties. But in this case, the company’s behavior goes far beyond simple mistakes — it’s dishonest, unethical, and in clear violation of consumer rights.
After my initial order, the goods were damaged during shipping. Instead of handling this transparently, the company forced me to pay shipping twice, and then offered only a 50% refund or a voucher as “compensation.” I still agreed and paid again, only to be told months later that the package had been damaged — even though they had already confirmed receipt and claimed it was being sent out.
I explicitly instructed them not to ship without confirming first, and not to send anything after October 21, because I would not be home. They ignored these written instructions completely and sent the goods anyway.
This sequence of events — double charging, misinformation, failure to follow customer instructions, and knowingly dispatching without consent — involves multiple violations of EU consumer protection laws and shows a total disregard for basic honesty and responsibility.
I rarely ever write public reviews, but this company’s deceptive and illegal practices left me with no other option than to warn other customers.”
“I had an extremely disappointing experience with MyFaktory and feel compelled to warn others against doing business with them.
I ordered a chair, paid in full, and waited an agonizing 16 weeks for delivery. When the chair finally arrived, it was damaged. I promptly reported the issue, adhering to their unreasonably short 24-hour notification window for damage and returns—a policy that is contrary to consumer rights in the European Union.
Despite acknowledging the damage, MyFaktory initially offered a mere 10% of the purchase price as compensation, which I found insulting given the condition of the item. When I refused they increased their offer to 20%, suggesting I find a local upholsterer to repair the chair myself. I rejected this and asked for the chair to be returned and a full refund issued. Since then, the company has gone completely silent.
To add insult to injury, the furniture MyFaktory sells is sourced directly from China and can often be found on platforms like AliExpress or through local retailers for a similar cost. The company’s apparent lack of commitment to customer satisfaction and refusal to meet their obligations make it a risky and frustrating choice.
I strongly advise against purchasing from MyFaktory. Save yourself the hassle and seek out more reliable alternatives.”
“SCAMMERS!!! Stay away from them!! I ordered 2 chairs, when it was delivered I was not home. The next day i opened the pack and realized the paint was peeling off and the chair is not standing straight. Sent sent a polite e-mail, asking for a solution, either refund or to replace the objects, no answer. Only days after when I published an online review they got back to me, claiming that I should have complained in until 24h, apparently thats their ´policy´. Lol. What screams more than scam than this. If they had decent products they would not have to come up with such rules. If I had even realized this before, but of course they do shady enough that you don't realized this policy until you need it. What more can I say. They´re not a serious brand, even though they are not cheap and for that I would expect more care in how they deliver their products and how they handle customer service. Dont make the mistake to buy from them! You will be disappointed.”
“Une expérience désastreuse avec Myfaktory. Une commande passée il y a près de deux mois n'a pas été envoyée à la bonne adresse. J'ai donc demandé un retour et un remboursement. Deux mois après le retour a de toute évidence été perdu et le service client Myfaktory plein de mauvaise foi refuse de le reconnaitre et de procéder à un remboursement. J'ai donc payée une commande jamais arrivée et probablement perdu dans la nature. Fuyez à toute vitesse et ne commandez surtout pas sur ce site donc le piètre qualité du transport n'a d'égale que celle du service client. Je ne peux pas me prononcer sur la qualité du produit puisque celui ci n'est jamais arrivé.”
“The furniture is of appalling quality. The wood is literally rotten, with coarse and visible glue marks, giving the impression of shoddy craftsmanship. Despite providing photos that clearly show the catastrophic state of the chair, customer service stubbornly refuses to offer any refund or solution. This experience reflects a complete disregard for customers and a blatant lack of professionalism. I am forced to file a complaint to seek redress. Avoid at all costs.”
“I ordered three chairs on October 8, without receiving any clear delivery date, only to find they arrived on October 17, 2024, while I was away on a half-term holiday. Because of their strict 24-hour complaint policy, I was unable to report the damage to one of the chairs—a ripped cushion—in time. This narrow timeframe, without clear prior notification of delivery, made it impossible to inspect the items and report the issue within the allowed window.
I believe it’s reasonable for customers to have adequate time to inspect their purchases, especially when delivery dates aren’t clearly communicated. It’s frustrating to be penalized for circumstances beyond my control. The damaged chair also showed no signs of shipping mishaps, as the packaging was intact, pointing to a likely defect that should have been caught by quality control before shipment.
To make matters worse, I was sent assembly instructions for an entirely different model, leading to even more confusion. Despite contacting customer service, I was met with little flexibility and an insistence on their policy, rather than support in resolving my issue.
I urge potential buyers to be cautious. My experience with both the product quality and customer service has been disappointing, and I’m left with no resolution in sight.”
“I ordered a Bold Chair - Fabric - White and Myfaktory sent me one on fake/vegan leather that looked bad, and it was not the one I bought.
When I asked to return the product, first they would call me to give me some money back, or send me another chair, and when I said NO, they sent me an email with guidelines to take images and videos of the product, and send them the images back via email, where they specified to even remove the chair from the box, so it can be seen clearly. I assembled the chair to its leg, and took the requested images and videos. No guides were in the box on how to install/uninstall the chair, no one said NOT to assemble the chair, and the leg couldn't be detached from the chair after that, and would not fit in the box anymore. This was the perfect reason to refuse the refunding.
Clearly the law says otherwise, because after I requested help from an EU authority, Myfaktory agreed to take back the chair and return my money. But this was a terrible experience, and I waited more than a year for this to be solved. In the end they sent me the money in my original payment account(that was meanwhile closed), and I asked to have my money refund in another account, but they sent the money in the old/closed account anyway; more time for me to discuss with the bank, to send me the money.
Please make sure you really need the products they have, because once you've got it, they will do anything not to refund the money, even if it's their fault. It took me more than a year to receive a refund for their mistake.
Worst experience I've ever had, really bad communication(it took days for them to respond and in the end to just ignore me), terrible mindset, so much time and nerves wasted.
I'm so sorry I haven't searched any reviews before I bought this product.”
“Unfortunately it is not possible to award 0 stars. If I could I would in this instance. I ordered a chair which on arrival was of extremely poor quality. The wood was thin, and it was scratched, and with paint missing in many parts, there was glue evident on the wood, and holes for assembly poorly made. I didn't even need to open the second box to assess the item as the first was so shockingly made I decided to contact Myfaktory. I took many photos and contacted them many times asking for a refund and the item to be returned. However, I was given no alternative but to take a replacement. I outlined if I had to take a replacement then I would need to check the chair before I could accept it as "in good state". The company said nothing to me at this stage and sent another chair but then AFTER sending it chose to tell me I could not check the contents but I could refuse delivery. I chose to refuse delivery. I then waited for them to receive the chair back so they could proceed to a reimbursement as they had outlined would occur. AFTER they received the chair back they then told me I was only entitled to 60%. At no earlier stage in all of our e.mails did the customer service choose to say this. I am now seeking legal advice as to how to secure a FULL reimbursement from the company. What a shame that they were not able to attempt to resolve the issue in a more constructive way right from the start and more importantly state their intentions BEFORE deciding on what action they would take.”
“This company which also operates under the name En PrivateFloor can’t be trusted. I have a house to furnish so I bought a nice design table for almost 800 euros. It has been delivered with a heavily damaged leg. I immediately sent clear photos of the boxes and the table to ask for at least a new leg or whatever compensation. I have been waiting now for more than a week and they didn’t react at all, no telephone number is available, the transporter doesn’t take responsibility. Before delivery they were very adequate with information, after delivery they appear not to exist anymore. Horrible experience. Don’t buy there any furniture.”
“Je suis très mécontente de MyFacktory. J'ai passé commande le 31/12/2023 et au 29/05/24, soit 5 mois après je n'ai toujours pas reçu d'accord pour remplacer les chaises cassées que j'ai reçues le 20/01. Suite à un défaut de fabrication des DEUX chaises, j'ai contacté le service client qui depuis 5 mois me répond de leur envoyer photos et vidéos à plusieurs reprises, qu'ils sont surpris, que c'est à moi de leur renvoyer une des 2 chaises à mes frais car ils veulent vérifier avec le fournisseur. C'est un scandale d'être aussi malhonnêtes, mes enfants sont assis sur des tabourets depuis 5 mois en attendant les nouvelles chaises, qui leur faisaient tant plaisir.
Je n'ai jamais eu de problème avec les services de retour, c'est la 1ère fois que cela se passe comme cela. Je vous déconseille d'acheter chez eux, voici mon achat : Chaise de Salle à Manger en bouclette fausse fourrure Tapissée - Boucles Blanches - Amir - Blanc 2 89,90 € 179,80 €
Frais de port 31,99 € Total: 211,79”
“The company has horrible customer service. If they finally respond to your request to return a low quality item, they „offer you 20%“ and you have to organize and pay for the return. Really??? It’s unacceptable and hurts all the small companies that try to compete with Amazon. Shame on you!”
“I don’t only have a bad experience, also the worse is that I can not get the my money back from an order which I returned for an year now.
To all the people reading the reviews: DO NOT BUY FROM My Faktory anything at all!!!
I wrote multiple emails with a person called Helen P, and she promised to solve the problem. It was a lie. She doesn’t even respond to my mails anymore.”
“Dear People
DO NEVER TRUST MYFAKTORY.COM.
They are liars. They stole EUR778 of my money and it has been 7th of Feburary 2022 and today is 26th of Feburary 2022 and I still did not get back my money.
I placed an order in 7th of Feburary, however I immediately requested for cancellation of order within the same day.
The customer service person came back to me nearly a week later telling me the goods have been shipped out and they need to contact the Logistic company.
In the meantime I have sent million communications to return the money and the customer service person has told me that they have million customers and it will take 7 - 30 days to get my money back.
I lost my patience and put a review online and she again told me that the bad review won't affect their business because competitors does such review on them. At that moment she said she told the financial department to put priority and asked me to delete the review as it will not be good for her.
I did deleted the review as I thought I would get my money back.
Few days ago I again pushed them to return my money as if they put priority it shall been already paid back.
I spoke to several people and they all advised me to contact the local police in their district and contact my bank which I used the card to purchase.
MYFAKTORY.com does not even have their phone number revealed which tells me it's really strange.
Dear MyFakotory.
If I do not get my money back in tge jet few days, I will post every single email communication I have been exchanging with your customer service.
You guys are nothing more but a THIF.
You guys are the worst eshop I have used in my whole life.
What really bad is it seems that you don't have any educated employees as your customer service missed my initial cancellation email and shipped the goods out.
This is your problem missing email from your customer.
Ontop of that I am not returning the product I recived. I requested for cancellation with in the same day as soon as the money was deducted from my card which was the same day if date of purchase.
REFUND ME MY MONEY ASAP.
I AM CONSIDERING TO REVEAL ALL THE BS YOU HAVE BEEN TELLING ME.
DEAR PEOPLE
DO NEVER EVER TRUAT MYFAKTORY.COM.
THEY HAVE REALLY BAD REVIEW AND I HAVE PERSINAL EXPERIENCE WHICH WAS THE WORST ONE SO FAR USING ESHOPS”
“I order 6 chairs which first of all they were late, then the chairs arrived in bad conditions from factory, the painting was uneven and they had scratches all over the wood. After 2 weeks of usage, the chairs started to break! They are selling a product which is not meeting its most basic functional purpose and are dangeorus to use. The worst part is that I sent my concerns and they are dennying any guarantee or return due to internal procedures!!”
“Recibida butaca patchwork a la que hay que montar las patas. Los agujeros de las patas no coinciden con los del asiento, por lo que no se pueden montar salvo que tengas nociones y herramientas de carpintería. La tela de la butaca está fruncida y muy mal rematada. Es una mala copia de la original. Solicitada devolución, recibí un mensaje automático diciendo que estaban estudiando el caso. Tras diez días sin noticias envié nuevo mensaje. A fecha de hoy ha pasado más de un mes y el silencio es su única respuesta.”
“I have tried to give them time to rectify the issues we have before writing a review but they appear completely unwilling to sort things out. I ordered a table through the myfaktory website. The item arrived damaged and they are refusing to provide a refund because we cannot provide a photo of the cardboard box it came in. If it wasn't so outrageous it would be comical. The customer service is appalling. It took me numerous attempts of contacting them through email and the website to so much as get a response. They are deliberately unhelpful and deliberately difficult to get hold of. I have never experienced such terrible customer service. And the product is poor quality and damaged. I continue to wait for a solution.”
“I ordered and paid for 5 chairs in style of EMECO for my son. Chairs were made of steel and felt too cold to sit on so my son decided to return the 4 and did not accept the 5th one which arrived separately. Communication with the seller about return was very slow (2 months for three emails) and in the end we were offered to return chairs to Malaga in Spain. Had the website say clearly that the return would not be in the UK, we would not buy chairs. I find this unfair and I think that this company should stop trading if they treat customers as described. Unfortunately only after our problems with MyFaktory I saw on line very bad comments about them, The whole experience made made me very weary about shopping on line. I consider that I lost £320 in dealing with this company.”
