ComplaintsforTwo Birds Furniture

• Initial Complaint

  07/06/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Ordered custom doors 12 weeks ago. Paid a deposit to order of ****, which was half of the total purchase price.Followed up today to find out the status to receive an email that they will not be honouring the purchase price and want to increase it by *******! Even though I have an agreement for the cost and receipt for it. I want to job completed as agreed to in the purchase contract.

  Business response

  07/06/2023

  The client was provided an estimate based on an estimated price from a supplier.  At the time of deposit the client was given a 12 week approximate timeline for delivery, as noted on our FAQ page of our website as well as attached to estimates 

  PRODUCTION TIMES AND EXPECTATIONS
  Remember that since almost everything we make is from raw materials and we set a high-quality standard, all production times are estimates and not a guarantee.

  We had received notice from the manufacturer stating an increased cost in the product and they would not release until the increase had been covered.  We notified the client immediately with the details as well as three alternatives to create the same look.  The client refused the options provided, we provided a full refund of the deposit amount despite our policy also noted on the website.

  REFUND/RETURN POLICY
  Items are entitled to be refunded or returned based on complaint. If an item is unsatisfactory, a written explanation is needed before the item can be considered for a refund. Buyer must consider the description of the item before requesting a refund. If the item matches the description by the seller and the buyer is unsatisfied, seller is not responsible for refund. Refunds are granted on a case-by-case basis.
  Any product refunded based on the case by case circumstances will be subject to 20% restocking fee on top of the remaining outstanding balance.
  
  Order changes and cancellations must be done by the person who placed the order. Refund cancellations are only accepted within the next business day after the order is placed. Some items do not qualify for a refund.
  

  During the initial phone conversation all details were covered that we had not experienced this before and wanted to offer full transparency as alternates for the client with no solution.  At this point, the client is not looking for a solution.

   

  Customer response

  08/06/2023

  
  Complaint: ********
  
  I am rejecting this response because I have a purchase agreement that shows the price I was to be charged. I paid 50% up front to order the custom doors in. 12 weeks later when they were supposed to arrive, I receive an email telling me they are not ordering it as their cost with the manufacturer has gone up and they are not willing to honour the price even though it was in a written purchase agreement. It is not a consumers fault if costs are rising. That is why a deposit was paid to order the goods and secure the price quoted.  They even told me the doors are ready to be shipped but they are not willing to do so.

  I want what I paid for at the price agreed to when the deposit was paid! It is unacceptable to not charge the price that was given. I ******* *** ***** *** *** ********
  
  Sincerely,
  
  ***********************************

  Business response

  08/06/2023

  The client has a signed estimate not a signed invoice or purchase agreement. As noted previously, this product is manufactured by an outside party that was not able to complete the order based on the clients request.  Details of the specifics were given to the client as well as alternatives and rejected.  At this impasse, the solution to move forward was to offer the client a FULL refund of the deposit which has been processed.  We have recommended that the *********** for another supplier for the product that they are looking for as we are not the right fit.

  Customer response

  08/06/2023

  
  Complaint: ********
  
  I am rejecting this response because I was issued a payment receipt for the deposit paid. No where on the RECEIPT does it say estimate only, pricing subject to change. You have a clear disregard for transparency.

  There is a clear difference between your ESTIMATE which states that at the top vs your RECEIPT.

   

  Happy to provide documents for both.  As mentioned, since the doors have already been produced, I am requested to get the goods I paid for at the price I paid. 
  
  Sincerely,
  
  ***********************************

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