ComplaintsforPortableFireplace.com

• Initial Complaint

  12/19/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Transaction Date: 09/20/2022 Order #: ***** Delivery Date to Home: 10/27/2022 Amount: $1299.00 Business Promised: *************************************** ********************************** Fireplace.Customer Dispute: Fireplace unit was delivered completely distroyed upon delivery.10/27/2022: The delivery personnel, unloaded the fireplace and transported it into the garage, the box appeared to have slight damage to the outside. The driver after delivering the unit asked for the paperwork to be signed and immediately left. The box was unopened in place and discovered the unit inside was completely destroyed. We contacted the delivery company to pick up the unit and return it, but they were unable to locate the driver. We called fireplace.com, and talked to *******************, Sales Manager. We advised him the unit was completely destroyed upon delivery, unit was not moved from delivery spot, we just opened it to find it destroyed. We requested them to make arrangements to pick up the damaged unit and either refund us or give us a new unit. **** stated the only thing they could do was to turn it into a Warranty Claim. We told him this was not a warranty issue, but an issue of them delivering us a destroyed unit. They continued to insist it had to be put through as a warranty claim. **** stated they would send us a new unit and we could do whatever we wanted with the destroyed unit. We told him we did not want the destroyed unit. 12/04/2022- We contacted **** again, he advised us they no longer make that model; he would send us a new cabinet and we could rebuild the unit. We contacted our credit card company and disputed the charge. It is fraud on their part to pass this off as warranty. They are now making harassing calls to us, stating they will turn us over to collections if we don't reverse the credit card dispute. They promised us a new unit and now they want us to repair their destroyed unit. We believe this is fraud on their part. Emails/photos for documentation.

  Business response

  12/20/2022

  ******** ordered a fireplace from us that was delivered damaged, we told her we would ship her a brand new replacement in which she agreed to receive it. She then proceeded to chargeback on the entire transaction with the bank after receiving a brand new fireplace from us and ended up not paying us at all for the order. We spent money shipping out a complete new order that she refused and is now claiming that we did not service her order which is not true at all. She has not paid a single ***** for her order and has no right to complain. 

  Customer response

  12/21/2022

  I do not accept their response.
  Portablefireplace.com, ******************* (Sales Manager), is being dishonest, untruthful and misleading. The original fireplace unit that was delivered was the wrong model! The original unit they sent was a crystal *** fireplace unit. The unit I ordered was a log *** fireplace unit. In addition to the wrong unit being sent, the unit arrived completely destroyed. The second unit they sent was again, the wrong model unit. They sent another crystal *** unit. After inspecting the second unit on the delivery truck, I rejected it and had it sent back.  ******************* advised me they no longer make the log *** fireplace unit. At that time, I filed a dispute with my credit card company.  It was clear from ******************* comments they could not provide the log *** fireplace unit I originally ordered and they had no intentions on giving us a refund! This is why I disputed the charge with my credit card company. I have requested specifically to *******************, to make arrangements to pick up the damaged crystal *** fireplace unit, in which I do not have the room or space to store it and I do not want to keep it! He has refused to make arrangements to pick up the damaged crystal *** unit and has indicated he does not want the unit back. I do not want the unit either!
  Portablefireplace.com should come pick up the damage unit and accept the disputed charge from the credit card company. They delivered the wrong unit and the unit was severely damaged when delivered. The second unit they delivered, was the wrong unit again! They have indicated the model I originally ordered is no longer available. ******************* is indicating I am trying to keep the unit without paying, this is untruthful. I did not accept the second unit upon delivery because it was not the correct unit. I have requested they pick up their damaged unit on multiple occasions and he refuses. Thank you for your time in this matter. 
  
  

  Business response

  12/21/2022

  The customer is refusing to work with us and charged back directly with her bank, that action was completely unnecessary and she could have just communicated with us for a direct refund and we would have walked her through the returns process. She charged back with her bank while still having our merchandise in her possession. We will need to cease communication with her and only work with the bank moving forward since she has seized all of the funds from the order. She is combative verbally and is unreasonable with communication. 

  Customer response

  12/22/2022

  Again, I do not accept their response.
  Once again, Portablefireplace.com (*******************, Sales Manager) is untruthful! Their business practices are criminal and fraudulent. Portablefireplace.com has tried to resolve this issue as a warranty issue. This is NOT a warranty issue. This is fraud. Portablefireplace.com sent me the WRONG UNIT and it was SEVERELY DAMAGED. On an email correspondence from ****, he stated some wood glue and L brackets should button it right back up along with some touch up. He then stated, your only option is to wait on the (warranty) claim that we filed for you. I did NOT agree this was a warranty claim issue. **** promised me a new replacement log bed unit!. After four weeks of no response, I emailed **** again and he informed me please note that they have discontinued the log bed version permanently. At this point it was VERY CLEAR they could not provide me with the log bed unit I ordered.  Instead, he sent out another fireplace unit and the second unit was the WRONG UNIT in which I rejected at delivery. On many occasions, I have requested **** to make arrangements to pick up their  fireplace unit. It is unreasonable to expect me to pay for shipping and return the incorrect unit I did not order. They delivered the wrong unit and it was damaged.  The responsibility of making arrangements to ship back the unit is Portablefireplace.com. I have tried to work with Portablefireplace.com (*******************). Through his correspondence, he was very clear they could not provide me with the correct log bed unit I ordered because it has been discontinued. It was at that time I disputed this charge with the credit company. I have made it clear to portablefireplace.com, I do not want their damaged unit and to please make arrangements to pick it up. In his rebuttal, **** is trying to allude I am unwilling to give the incorrect damaged unit back. That is untruthful. When Portablefireplace.com picks up the incorrect unit, this issue will be resolved.
  

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