ComplaintsforYaletown Interiors (Richmond) Ltd.

• Initial Complaint

  02/05/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  On Jan. 23/23 I paid a deposit on a chair. At the time, the salesperson stated it would be delivered in 3 weeks. After about 5 weeks, I called to enquire and was told it would be 3 months because of the custom leather order. I have never received a phone call or email from the establishment and only receive updates if I call customer service. At one call, I was told there was a delay in the fabric so it would be a couple of weeks. After calling today (14 weeks after the original purchase date), I am told it is delayed again and is expected to be shipped by next week. It seems there is a breakdown in who is responsible for updating the clients. **************** says they have too many to update but the salesperson also has not taken responsibility.

  

  Business response

  02/05/2023

  The customer was told that they could have an in stock item delivered up to ******** in approx.  3 weeks.  She instead purchased something that had to be ordered and then she was given a timeline of 3-4 months.  When the customer called me March 30 to check on her order, stating she was told it would take 3 weeks, I had her salesperson call her to discuss the correct timeline.  The salesperson came back to me to say she had left a message for the customer to call her back so she could remind her that the timeline of a special order would be 3-4 months but that she had previously corrected her on the timeline.  I had a reminder set to check on her order April 17 and update her but she called on April 10, before i had a chance to do so.  I let her know that the order was now estimated to ship April 26 and I would call her if i was notified of any big change.  The order is due to complete production May 4 and ship shortly after that.  Yesterday I promised the customer that i would call her when i see her chair ship this week. 

  Customer response

  03/05/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  this is not what I was informed at time of purchase. I am mostly concerned with the lack of customer support from the business. They have not made an effort to update me. When I have called to inquire about my order, they act defensive and often try to make me feel in the wrong. 
  
  Sincerely,
  
  *****************************

  

  Business response

  03/05/2023

  i am very sorry the customer feels that we haven't given her the customer service she requires.  I thought everything was ok when we corrected her in March that the order was going to take 3-4 months not 3 weeks.  I was planning on further updating her on April 17 and i told her that when we spoke in March but she called April 10.  If customers want to check on their order, before it arrives at the warehouse, I have no problem checking and updating them but i normally don't call customers until their furniture arrives at the warehouse or if the order is late.  The customer ordered Jan ******* and it is shipping from the manufacturer this week.  The wait time on this order is not past the timeline we gave of 3-4months.  The customer lives out of town in ******** and I am sorry we cannot delivery for free because she feels i haven't updated her enough.  

• Initial Complaint

  24/04/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On Sep 22, 2022, we purchased a brown dining table from Yaletown Interiors in United Blvd, and they put the three months timeframe in our invoice to make sure we received it in time however they told us to sit assured that we would deliver it in two months. By the end of three months, we called their office and noticed they were not even sure if it had been built by the manufacturer. Just a few days later they brought us the dining table with the wrong color: Gray. I am almost sure it was made after we called them! The distributor company convinced us to take the table and use it during the Christmas time as they are closed for a few weeks and the customer service will take care of that after they reopen next year. After we talked to customer service and the manager, surprisingly they were trying to convince us that it is the same color we picked and over time it will turn brown! It was a great challenge to persuade them that it was not the color we picked and that changing color over time won't happen from gray to brown. They even asked the manufacturer to call us and convince us the color is correct and that it will change in the next upcoming months after being exposed to UV light! After a few weeks and multiple discussions, they accepted to change the table and to bring a new one close to the color we chose and even not the same, and since we were willing to finish the conflict we accepted the deal. It was unbelievable that this time they delivered a table of very low quality. The brackets were left in place and the rails were broken and there were scratches on the table. we did not accept and asked them to take two tables and return our money as it was disrespectful behavior to the customer. It was too strange that they were insisting to fix the poor-quality table in our home instead of changing it. On March 29th, They took the table to fix and return however after more than three weeks there is no news regarding the process. I called customer service again on Thursday, April 13 and there was no time frame to receive the table. This not caring behavior toward the clients is frustrating and absolutely unacceptable and we want our money back.

  

  Business response

  24/04/2023

  The manufacturer is producing a replacement table for the customer and this is what they agreed as a resolution.  The replacement table will be ready approximately May 4 and I will contact the customer to arrange the exchange as they currently have one of the original tables in their home to use. This new table will be inspected by the owner of Yaletown Interiors before it is delivered to the customer to ensure that the table is made to the correct specs. this time as there were errors before.   We cannot offer a refund as we agreed to a replacement table which the manufacturer is working on.     

  Customer response

  30/04/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** ********

• Initial Complaint

  24/08/2021

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I purchased 2 chairs from Yaletown Interiors 1455 United blvd Coquitlam BC on Oct 30, 2020. I was told that because of Covid pandemic, it would take appox 4 months to deliver. The manufacturer was in US. I paid $2375.32 in total. I went to inquire ETA in late Feb and was told 3-4 wks. On April 10 I went to store to inquire again as not contacted by store, and was told to come on April 12 when manager present. On Apr 12 manager located one of the chairs in Delta warehouse. Chair delivered to my house Apr 17. At that time they told me that 2nd chair would be delivered in a couple of weeks. With no phone call from the store, I returned in June &July, but the salesperson was unable to track the chair down. I returned to store Aug 5 and spoke with manager, who saw that the chair was shipped to Canada on July 28 and should be in Coq in 2 wks from then (Aug 11). As of today, Aug 23, I have heard nothing. This store has not fulfilled it's obligations and I'm seeking full refund.

  

  Business response

  24/08/2021

  i apologize that your order has not arrived to the whs yet.  The chair shipped from the manufacturer July 28 and is still with the Carrier.  The Carrier is experiencing extreme delays and is able to update me early next week as to when they can deliver it to our warehouse.  The owner of the Company did speak with the customer months ago and at that time he said she could cancel the chair and we would provide a refund but the customer wanted to wait for it.  I will contact customer and find out if she wants to continue to wait or if she wants to go ahead with cancelling it. 

  Customer response

  09/09/2021

  Hi ******,

  
  

  Yaletown Interiors offered me a refund for the chair that I purchased in October 2020.    I accepted this.  

  Thanks again for your help in resolving this issue.  

  
  

  ****  

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