ComplaintsforScanDesigns Ltd

• Initial Complaint

  29/11/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Purchased a chair and sectional sofa. I requested a pause on delivery as the place (apartment) it was we were no longer moving to. I was informed by the shipping department o Saturday November 26th that the product was no prepped or staged and that they would pause the delivery so I could visit the store and change my selection (or possibly return altogether). I visited the store on Sunday the 28th and was informed that A) I can only exchange or suffer a 20 percent restocking fee if returning and B) the item that I would have considered an exchange for was not in stock. I requested consideration of removing the restocking fee as the item was not prepped or staged for delivery i.e. no work has been performed. The manager offered to reduce the restocking fee to 10 percent as she stated that she is certain that it has been prepped or staged and that fee covers the cost of this (again, the night before the shipping department specifically said the item is not staged) Given that my both my option were poor i.e. have a sofa that will not fit the space we are moving into or losing 10 percent, I opted to proceed with delivery to the address we we will not be living. The primary issue is that before, during or after the sale, there is no mention of their 48hr return policy unless specifically asked. I do not see the information posted overtly anywhere. It would be useful to know this information in advance.

  Business response

  29/11/2022

  Hello ** *******,
  
  Your complaint crosses a few different issues and I will try my best to answer them here for you.
  
  When you came to the Coquitlam store and discussed your decision to return the furniture you had never questioned our return policy which is located on the back of your Invoice. We also publicly post the Returns and Refunds information on our website. http://www.scandesigns.com/returns-refunds/ We are not hiding them from you. You also mentioned that knowing the return policy would have no effect on your decision to cancel. Yet you complain about not knowing them or having access to them. Our terms and conditions are very standard and state that any purchase made in store has a 48 hours to cancel without a restocking charge. After 48 hours the order is considered confirmed and if canceled will only be returned as an instore credit for the full amount or subject to a 20% restocking fee. You made this purchase November 15th, 2022 and paid in full, and decided to cancel it on Sunday November 28th. This is well past the 48 hours required.
  
  The second part of the complaint is that "if an item is not staged i.e. not prepped for shipping, allow for a full refund if extenuating circumstances apply ( within a reasonable time frame..."
  
  The above statement is your own opinion of what you think our return policy should be, not what it is. You are certainly welcome to your opinion but that is not our policy nor are we changing it because you think it should be different. You had 48 hours to ensure the product was suitable. 2 weeks after confirming the purchase you changed your mind.  The inventory you purchased was tied up and unavailable for other customers to purchase and has ZERO relation to if it was prepped for shipping. This is the reason for our restocking charge.
  
  If we had prepped the furniture for delivery and you decided to cancel the delivery within 24hours of the scheduled delivery you would be charged a second delivery fee. Because we had enough notice and the furniture was not prepped or staged there was no fee.
  
  We understand sometimes that products might not work out for the customer and that is why we are open to exchanging or keeping the credit on file until something new comes in. (which we are constantly receiving new merchandise) Our manager also offered to reduce the restocking charge by 50% due to the circumstances. You told us that you were not moving into the original delivery address but for some reason decided to keep the delivery and have it delivered anyways. 

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