ComplaintsforEQ3
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Complaint Details
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Initial Complaint
01/09/2022
- Complaint Type:
- Delivery Issues
- Status:
- Unresolved
i placed an order for a bed March27, 2022. When I asked about delivery times, I was told that the leather was slightly delayed and would add on another 2-4 weeks to my order of approx 12 weeks. EQ3 has never contacted me on their own to inform me that it is now delayed even further. First it was til the end of July, now they are saying the leather will not be avail til at least end of October. They said i could get a refund, but i have have waited all this time and so anything I now order will also take the same amt of time or longer. ********* ***** said a manager would call me to discuss what could be done. Nobody ever called. I have since emailed him several times and he has not responded to my requests. I can't get a manager to speak to and quite frankly this is awful service. I was promised a call in writing to discuss a possible discount and nobody has had done so. Repeated emails have remained unanswered and thus I have no choice but to try to resolve here. This wait will be approx 3-4 times the quoted time. ***** is the manager that is supposed to contact me for a resolution.Business response
21/09/2022
***** ***** ******* ****************** ***** ******* ********* *** **** **** ** *** ***** ******* ********************** ******** *** ** ******** * ********** *********"The client had placed her order on March 27th , 2022 and was aware that the leather she chose for her custom bed was on backorder. During her sales order the client had signed off on the invoice that states "item selected is on backorder. ETA is subject to change and updates will be communicated to client. Client has opted to wait".An update on the order was provided on June 27th and then again on August 27th. The design consultant responded to any emails in a timely manner and management had contacted her on August 2nd. The reason why her leather was on backorder is because the leather is produced and imported from Italy. Due to the new Covid variant and we've been unable to import anything from the factory. As much as we sympathize towards all of the delayed orders we experience, in many of these cases there is very little we can control.Alternatively, we have offered her an option of reselecting a leather and also a full refund. The client had not expressed any interest in either.The bed is now manufactured and should be on a truck headed to Ottawa. The client will be receiving a call from our warehouse very soon."Thank you for your help.***** ******* ********* *******EQ360 BYWARD MARKET SQ.
Customer response
29/09/2022
********** ********
I am rejecting this response because:
Product came damagedSincerely,
*** ********
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Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.