ComplaintsforD.O.T. Furniture Ltd

• Initial Complaint

  19/06/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased two new black outdoor patio umbrellas from DOT Furniture in Hamilton on June 27, 2022. Total cost $282.50. The patio umbrellas were used in typical fashion on our patio until mid October 2022. They were stored indoors for the winter until May 2023. The umbrellas saw roughly 4 ½ months use. When setting up our patio furniture in May this spring we had noticed how much the two umbrellas had faded. In DOT's own language, the fading was "excessive,” and with no exaggeration, the best description for the two umbrellas now might be purple tie-died. We brought the issue to the attention of DOT Hamilton staff by taking the two umbrellas to the Hamilton store in May 2023. The staff at the Hamilton store appeared sympathetic but said any warranty decision was up to the head office. They sent head office an email on our behalf. After a bit of prodding, the head office acknowledged but ultimately denied our warranty claim. In the email denying our claim DOT stated “Dot warranty does not cover fading.” In fact the DOT warranty states it does not cover “normal fading.” I believe the term “normal fading” is key to this issue. Patio umbrellas are intended to be used outdoors in the sun. We expect years of use from these. Granted not a lifetime of trouble-free fade-free use … but years. Normal fading should also take years, not weeks. It is my belief that DOT”s denial of this claim is arbitrary and overly harsh. This is not “normal fading,” and DOT would never state to any prospective customer that an umbrella completely changing it’s color in one season is “normal.” I am asking you to intervene in my issue with DOT Furniture. Patio umbrellas should realistically last at least five to seven years as have all our previous umbrellas. These needed replacing after one year. I expect DOT to stand behind its products, and I firmly believe a refund is in order. Perhaps a pro-rated refund as we did get most of one season’s use from the umbrellas. An 80% refund is fair.

  Business response

  30/06/2023

  This customer’s claim was first brought to us in May of 2023 for fading on umbrellas that were purchased in June of 2022.  The umbrellas that were purchased are made out of untreated polyester and are priced as entry-level umbrellas.  The warranty we offer on these products is attached to the product page on our website (https://***********************************************************) which states that normal fading is not considered a defect in material or workmanship and is not covered.  The pattern of fading you can see on the umbrellas especially in stripes in between the ribs indicates the umbrellas were left exposed to the sun closed and uncovered which is why some spots appear more affected than others.  We do our best to inform customers at the time of purchase as well as on our website before they buy that the fabric on this line of umbrellas will fade.  The pictures that the customer provided indicate normal fading for this type of umbrella that can happen within a season of use, therefore we unable to process any refunds or exchanges that this customer has requested.  However in an effort to provide a product of the quality that this customer is expecting we will offer him a 30% discount towards purchasing replacement DotBella autotilt umbrellas (https://********************************************************************) This offer expires July 31st of 2023.  

  Customer response

  02/07/2023

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

  I intentionally purchased these patio umbrellas from a store that specializes in outdoor furniture. When purchasing a patio umbrella from a store that specializes in outdoor furniture, there is an expectation and implied warranty that the umbrella sold there is suitable for outdoor use and sun exposure. And that it will perform adequately or better for several years.
  The two key types of implied warranties are merchantability and fitness. Merchantability says that a product will meet reasonable expectations of the buyer, while fitness means the product meets the buyer's intended use.
  The warranty of fitness for a particular purpose is implied when a buyer relies upon the seller to select the goods to fit a specific request. For example, this warranty is violated when a buyer asks a mechanic to provide snow tires and receives tires that are unsuitable to use in snow.
  The expectation of using a patio umbrella more than one season outside, and expecting a patio umbrella to retain most of it’s color for more than one season is more than reasonable.
  The seller, in the written response, seems to hint that this umbrella should not have been in the sun as the damage was caused by less than one season's exposure to the outdoors. This might be the only patio umbrella on the market that needs a warning label advising "Not For Outdoor Use."
  Also, I was not informed I was purchasing A) an "entry level" umbrella … whatever that is. This is the first time I've heard that term in this whole discussion, and the first time I’ve heard it applied to an outdoor patio umbrella. The company's website also does not mention the term "entry level." I hope the company is not attempting to move the goal posts by introducing or changing product descriptions. And B), despite claims to the contrary, no mention of fading was ever discussed with the purchaser or his wife at any point in the process. Those discussions absolutely did not take place at any time until this warranty claim was initiated.
  I believe a seller should stand behind the products it sells. I will go further and say I believe this seller should be embarrassed with the performance of this product, and I cannot believe the seller is attempting to defend the product by shifting the blame to the purchaser for allowing the item to be outside. Imagine... putting a patio umbrella out in the sun? Who could be so reckless?
  Finally, the settlement offered by DOT Furniture in response to this complaint is in one word insulting. The discount being offered barely beats the current sale price of the patio umbrellas. It's not a serious offer in any respect and it appears to me the seller is not taking this issue at all seriously.
  To be honest, I do not want more DOT patio umbrellas. I own these two DOT umbrellas now and have been extremely disappointed with both the product and the company. Why would anyone go down that road again. DOT, like the patio umbrellas I'm stuck with, have shown their true colors.
  I will stay with my original request of an 80% refund, and considering the continued frustration with this company and it’s products, I believe this is fair.
  Thank you.
  
  Sincerely,
  
  ******* ******

  Business response

  10/07/2023

  In response to the customer’s rejection of our initial offer, the customer claims that there is an implied warranty on the goods received.  That the patio umbrella’s primary function is to be used outdoors and although that is partially correct – the true function of this item is to provide shade outdoors.  Regardless of the colour of the fabric of the umbrella they will still perform their function should the customer wish to continue using them.  Furthermore, unfortunately we are not aware of what conversations may have taken place with the customer at the time of purchase, we can only confirm that at the time of purchase and still today our warranty on this product is the same.  Dot furniture does not guarantee colour-fastness for these umbrellas, there is no warranty against fading.  We’ve sold the exact same umbrellas for years with this warranty and continue to do so to this day.  Our offer of the discounted replacement umbrellas will still be available until July 31st 2023.   Dot is not able provide a refund for these umbrellas per the customer’s request.  

  Customer response

  13/07/2023

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

  
  It appears we are at a standstill. The company will not admit that it's product is substandard or performs poorly. I have made my case. The seller has not made his.  The excessive fading is "normal" according to this company, and this  company appears to be quite proud of it's mediocrity. If this company ever wants to be honest with itself and this customer.... they know where to reach me.

  Thank you.

   

  Sincerely,
  
  ******* ******

• Initial Complaint

  23/06/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Subject: Two very damaged front aluminum legs on one Club Patio Chair, in a set of 4. Vendor: Roberto F., Mgr, DOT Furniture, 1187 Upper James St, Hamilton, On L9C 3B2 1 - 905 - 318 - 2356 Facts: I ordered $ 5819.50 of patio Furniture from vendor consisting of 4 Club chairs and 2 ottomans . The frames are aluminum. Each chair was $ 995 ( with tax $ 1124.85). Plus shipping to Rothesay NB at an additional $580. The vendor contacted the shipper, arranged the delivery and I just paid for the shipping on my invoice to the vendor. Therefore I have $ 1240.43 approx invested in this one chair. When the order arrive a few weeks ago, there were two very large heavy boxes and one smaller one. I was handed a small hand held machine, to sign in a very small block with my signature. I was given no papers from the driver or from the vendor. Nothing else was on the screen. There were no visible damages on the outside of the 5 sides of the box. I am 72 years old and alone. I had to wait over a week for a friend to come by to help me get the chairs out of the box. The first box with two chairs was fine. The second box, had the bottom chair legs stuck in the cardboard bottom with holes all the way through the cardboard. When we finally freed this chair the two front legs were bent and scraped. One leg was 90 degrees off, and the other was 45 degrees off. It appeared as though the box had been dropped from a very high height from an angle. I e mailed Roberto with photos. Their resolve was to credit my credit card with 50 percent of the cost of the one chair. That is $ 562.18. My total investment in one chair was $1240.43 approx. In a May 29, 2022 email from Roberto he states " This was definitely caused by shipping". Three places here said I would not be happy with a noticeable repair, the metal might break or it would be weak, unsafe. I requested to have the chair replaced, head office said no

  Business response

  21/07/2022

  Business Response /* (1000, 5, 2022/06/24) */ Before shipping anything out of zone the boxes and merchandise are inspected meticulously, wrapped, and strapped to a skid to make sure that in transit they do not become loose or fall. ********* *****'s order left our main warehouse/distribution center like this. After her communication to the purchasing store, we opened a claim with the shipping company ********** and their response was that because the goods were signed for in good condition on delivery that they were unable to take responsibility for any damages. Upon reviewing ********* *****'s claim the main reason we are unable to exchange that item is that there are no more available, the chairs purchased sold out. There is no replacement or replacement parts available. If she was a local customer, we would offer to repair that item free of charge, but unfortunately because of the distance that is not possible. Therefore, we offered a refund for half the value of the chair, which is more than it would cost to repair, to take somewhere local and have the legs fixed. Consumer Response /* (3000, 7, 2022/07/01) */ (The consumer indicated he/she DID NOT accept the response from the business.) Yes, the main body of each chair was well wrapped, but legs had only thin cardboard to protect from scratches. Each delivery box had one chair on bottom and one turned upside down on the lower one. Total weight 85 pounds. This box just had to have been dropped somewhere with 85 pounds coming down on 2 front legs. Interesting that DOT had shipping insurance. This was unknown to me. My invoice just shows ' Delivery Charge: $ 580 plus tax '. No line item showing I paid insurance. So how would I have known. The DOT web site says: ' Shipping Damages: When merchandise is received we ask that you inspect the outside of the box... for any shipping damage. In the event there is NOTICABLE DAMAGE to the boxes or packaging, we ask that this is noted on the shipping bill as ' Damaged Cartons - Subject to inspection'. As I previously stated, there was NO NOTICABLE DAMAGE to the outside of the box. So I could not have written anything on the bill. Seems we have two different procedures here.... The ************ procedure and the DOT procedure. This is the first I have heard that DOT would have replaced the chair, but there are none available now. Even if I have the chair repaired I would spend their 'half of the value' and it would still be a NOTICABLE repair, and would not bring the legs back to original strength or they could break. They would not be repairable back to original condition. One business (***) said: Could ' try ' to fix it for about $520. Another (****) said: legs may break and if it does not, they would be very weak. Another ( **) said: you would not be happy with the repair, it would be NOTICABLE, legs could break, legs would be dimpled in, and it is a 3-4 hour job at $ 80 per hour plus tax. He offered to write a letter to this effect. I offer the following suggestion: 1) are there any gray chairs left in a ' show room'? 2) I can wait up to a year for the manufacture to make more. 3) Reimburse 100% of the chair. Thank you for your consideration. Business Response /* (4000, 12, 2022/07/19) */ We will refund the one chair. We will have Roberto, the salesman that sold the chair, contact you to complete the refund. Consumer Response /* (2000, 14, 2022/07/21) */ (The consumer indicated he/she ACCEPTED the response from the business.) Yes, I accept the companiy's offer to refund one chair to my credit card as long as it includes the sales tax also for the one chair. That is $ 995.00 plus $ 129.35 for a total of $ 1124.35. I thank ******* at the BBB and the BBB for bringing this issue to a satisfactory conclusion.

• Initial Complaint

  13/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Furniture purchased in 2018. The furniture started to deteriorate in 2020. Company warranty was closed to non essential returns because of covid 19. Unable to contact office during covid. Contacted now and they said warranty time past. Their website still says no warranty or returns yet due to covid 19. Told no replacements. Will not honor warranty.

  Business response

  16/06/2022

  Business Response /* (1000, 5, 2022/06/13) */ Ms. ******** purchased her furniture in 2018. All Dot locations were closed due to government mandates from March 2020 to June 2020 which was the period we did not accept returns or exchanges. This, however, did not affect warranty claims at all. All our stores reopened for business by June 1st, 2020 and have been operating with our current policies since then. Our warranty against manufacturers defects on wicker furniture is two years after the date of purchase with the original sales receipt provided at the time of purchase. Our first records of *** contacting us is in early June of 2022, her chairs had been out of warranty for more than two years. Ms. ******** spoke with store representatives, head office representatives and senior management about her claim, was unhappy when she was told her chairs are out of warranty. Unfortunately, we are unable to fulfill the warranty request or exchange Ms. ********'s chairs. Consumer Response /* (3000, 7, 2022/06/14) */ (The consumer indicated he/she DID NOT accept the response from the business.) The response is not accurate. I referred to their website when this furniture deteriorated and the retail stores were closed. To this day their website says Due to covid, they are suspending returns and warranty of non essential items. I called to ask if they are now open to accepting non essential warranty items? The response was that they have limited supplies and I should call the store manager. Eric referred me back to their main office. I've never received a call back as they DO NOT call customers. In my experience,the senior management looked for every excuse not to return these chairs or come to any agreement..even wanting the original receipt when they were provided the receipt....they have it on their computer system. Sadly, it is a business that wants a client when purchasing but not any returns, warranty or service. When the senior sales manager,Jena, said the furniture is only expected to last 3-5 years, I realized they know the quality is poor but the price tag does not reflect that. This furniture was $2000.-$3000. The sales person told us the furniture will last for many years if you take it inside in the winter and care for it....which we did. Buyers Beware!! Business Response /* (4000, 9, 2022/06/15) */ We have not changed out response. Everything we said is accurate.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩