BAUHAUS Oslo Wooden House Arrived With Missing Roof Part
The Oslo Wooden House we purchased from BAUHAUS under order number 11121177326 became a serious source of frustration from the very first day it was delivered.
First of all, the delivery method itself was problematic. Instead of being delivered as separate, manageable packages, the wooden components were stacked on top of one another and delivered as one large package. Because the package was too heavy and bulky to be moved by hand, we had to hire a crane and pay an additional fee just to move the product to the appropriate location.
Immediately after delivery, we checked the components and discovered that roof component number 13 was missing. We reported the issue to BAUHAUS by phone and message on September 2 and opened a service case. When we received no resolution, we contacted them again on September 4.
Meanwhile, we noticed that some of the delivered wooden components had already started bending and warping as early as the following day. In order to prevent further deformation, we had to begin the installation. However, the missing component number 13, which was particularly necessary for the roof section, combined with the fact that some of the existing components were warped, made the installation extremely difficult. Gaps appeared at the connection points.
Despite being a wooden structure intended for outdoor use, the product was left exposed to rain because a critical component required to complete the roof was missing. It did in fact rain during this period, and we had to take measures ourselves to prevent the product from being damaged.
Although we first reported the missing component on September 2, the missing component number 13 was not sent to us until September 22, approximately 20 days later. However, we then encountered an even more surprising situation: the part that was sent was completely incompatible with the Oslo Wooden House.
As can also be clearly seen in the photograph attached to my complaint, the part sent after approximately three weeks of waiting does not appear to be the correct replacement for the missing component number 13. In terms of its dimensions and construction, it appears to be an ordinary piece of wood that is not compatible with the product. Sending an incompatible component to a customer who had been waiting for weeks for the correct part has only made our situation worse instead of resolving the problem.
In addition, the overall material quality of the product has been a serious disappointment. The fact that the wooden components began bending and warping within a very short period of time, gaps appeared at certain points after assembly, and one of the most critical roof components was missing from the original delivery is inconsistent with the quality we expected for the price we paid.
In summary, after paying a significant amount for this product, we had to hire a crane because of the delivery method, were unable to complete the installation because of the missing component, experienced bending and deformation of the wood within a very short period of time, waited weeks for a solution, and even the component number 13 that was finally sent approximately 20 days later turned out to be incompatible with the product.
Our expectation from a company we considered to be an established retailer like BAUHAUS is certainly not to be kept waiting for weeks only to receive a component that is incompatible with the product.
We request that BAUHAUS evaluate this entire process as a whole, take into consideration the product's quality issues and the missing and incorrect components, consider the additional costs and burdens we were forced to incur, including the crane rental, and provide a concrete solution that genuinely addresses the inconvenience and losses we have experienced.
At this point, the reason we regret purchasing this product is not only its quality, but also the fact that we have been forced to spend weeks trying to obtain a solution after the problems arose. Having a customer pay a significant amount for a product and then be forced to rent a crane just to install it, wait for weeks because of a missing roof component, and ultimately receive a piece of wood that is incompatible with the product is not an acceptable approach to either sales or after-sales customer service.
