ComplaintsforLa Fuente Imports

• Initial Complaint

  07/27/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  We ordered 2 expensive planter pots from them. They shipped them, and they were shattered. We contacted them, and they mailed off two more. Again shattered. And these were very poorly packaged. We asked for a full refund and they issued a refund for the items but withheld the shipping charges. The shipping charges that I PAID FOR were to properly package and deliver the ordered items. They failed to do so. We made multiple attempts at contacting them regarding the shipping charges and their answer now is to simply ignore our correspondence. Unprofessional, and seems illegal to me. Not sure what kinda company won't stand behind their service. The shipping refund amount we are contesting is $72.22.

  Business response

  07/28/2023

  Order number ********** was placed on July 4th, 2023 by *********************. Only July 5th, 2023 the amount of $401.12 included applicable taxes & shipping was charged to the customer's provided **** card. The two ***** Large ******** Planters (15"W x 22"H) were shipped via ***** (Tracking #s: ************ , ************) and delivered July 10th, 2023 photos of the completed delivery attached as "Untitled". On July 10th/11th communications between La Fuente customer service and ********************* began when ***************** advised via email that the planters had arrived damaged. Per our attached Terms and Conditions we did provide a shipment of two replacement planters at no additional cost to the customer. The shipment of the replacement product was sent via ***** (Tracking #s: ************ , ************), and photos of the second delivery are attached as "Untitled 1". On July 17th, 2023 ***************** sent additional emails advising that the replacement planters had again arrived damaged. Due to the customers concerns with product arriving damaged multiple times the customer did request a refund in lieu of additional replacements.
  On July 18th, 2023 La Fuente Imports processed the requested refund for the amount of $327.88 towards the customers provided payment method. Per our company's attached Terms and Conditions the cost for shipping is non-refundable, so the amount of $73.24 paid for shipping was not refunded. Should the customer desire additional replacement planters to be provided, the previously refunded $327.88 would have to be collected. This offer for replacements expires 60 days from the date of delivery (07/17/23).  If ***************** does not wish to receive additional replacements, no further action is required by them at this time. Company Terms and Conditions are displayed online for customer viewing at any time, all steps that have been completed by La Fuente Imports customer service falls within these established guidelines.
  

  Customer response

  07/31/2023

   
  Complaint: 20381470
  
  I am rejecting this response because:

  It's a made-up policy on their part to benefit themselves.  I'm not even sure their policy is legal. Turns out I also have a policy.  My policy is not to pay any amount for items or shipping that is 100% fault of the business/shipper.  Why would I? It's absurd and horrible customer service.  No respectable business would keep shipping charges for errors that are entirely their own fault.  I understand no shipping refunds for when the customer changes their mind.  That's not what happened here.  They did an absolutely horrid job at packing, twice.  Fragile pottery thrown into an oversized box with styrofoam peanuts.  

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

  Business response

  08/07/2023

  I have attached a copy of the order confirmation email that is sent to all of our customers after checkout is completed. As indicated in the email, our company Terms & Conditions were accepted by the customer at the time of checkout. If you are not completely satisfied with a product you have purchased from La Fuente Imports, you may return your merchandise in its original condition within 60 days of the original delivery date. All shipping and handling fees, however, are non-refundable, and return shipping fees may be higher than the original (outbound) shipping fees. Returned merchandise must be received in its original (new and undamaged) condition for a refund to be issued. The return of in-stock furniture is subject to a 10% re-stocking fee.Custom Made and Special Orders, whether for furniture or non-furniture items,are subject to a 30% restocking fee. Non-furniture orders are shipped via ******************** from ****************, **, unless noted otherwise. Most items are kept in stock and shipped within two business days of your order, and most of the U.S. is serviced within four business days of the ship date. Out of stock items and Special Orders may require an additional 2-6 weeks to ship.One-of- a-kind items are subject to prior sale. We will inform you if an item you have ordered is no longer available or is on backorder. We use extreme care when packing our products for shipment to you. In the event that an item arrives damaged, please save the damaged item(s) and packaging materials, and call us at ************** within ten calendar days. If your order shipped by ****** or you accept delivery of an LTL shipment and note damage on the delivery receipt, La Fuente Imports will file all necessary claims with the carrier and ship replacement merchandise to you at no cost. In some cases,customers may be asked to re-package the damaged merchandise in its original packaging materials and make the box available for inspection.
  

  Customer response

  08/10/2023

   
  Complaint: 20381470
  
  I am rejecting this response because:

  All we are doing is talking in circles.  I know the facts.  I know about your self-serving policy.  What you fail to understand, or ignore rather, is that a "better business" would not ask a customer to pay for mistakes that were 100% the fault of the vendor.  Who does that other than you?!?  You are asking me to **** out $75 dollars for mistakes that are solely and entirely on the part of you/your company.  Ridiculously poor packaging.  And as if that weren't enough, you proved it wasn't a fluke when you did it AGAIN!  Serious corporate culture issues at La Feunta.  This is about principle for me.  But maybe your attorney gets paid by the hour so I'm pessimistic about your ability to resolve this, which is soooo simple.  I don't think the $75 will be worth the honest reviews I intend to write about your business online.   

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

  Business response

  08/16/2023

  Hey *****,

  Thanks again for taking the time to follow up with us. While the terms and conditions, that have been put in place at our company by my predecessors, have been designed to provide a consistent customer experience we do work to evaluate these practices to ensure that we are providing the best shopping experience for all. As we up to this point have not been able to provide this for your order in particular, I have taken the time to bring up these practices with our ownership.

  With that being said I am happy to report that after review with our ownership and shipping contract representatives, La Fuente Imports will be updating it's policies. Our updated policy will ensure that customers whos product arrives damaged are able to receive their full refund including shipping charges.  I have processed your refund for the $73.24 in shipping charges for your order to your provided payment method.  It may take several days for this information to be reflect on your statements, and a copy of this refund has been attached for your reference. 

   

  If you have any additional questions/concerns please do not hesitate to reach out. 

  Customer response

  08/18/2023

   
  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

  12/29/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  The original order was placed on January 7, 2022. I received most of the order in July and the rest in October.The order amount was ******* for ******** dishware made in ****** On their website it says that all of the *********************** dishware is oven, dishwasher, and microwave safe and lead free.When I first put the plates in the microwave I noticed that the plate got very hot (too hot to touch) rather than the food. One plate broke in the microwave after less than a minute.I researched this online and found that it did not meet the definition of microwave safe and that this was often due to heavy metals (lead). I contacted La Fuente and they refused to acknowledge that there was any problem, but did agree to replace the broken plate, which they have not done, despite sending an email saying that they would and that they had it in stock. They said that they had contacted the manufacturer who said that there was no problem and that was good enough for them. They said that they used these plates themselves, acknowledged that they got hot and suggested using a pot holder to remove them from the microwave.I want to be able to return the not microwave usable, potentially lead contaminated dishware and receive a refund. I am scared to use these plates, have not since I discovered these problems and since I had already given away my previous plates have been greatly inconvenienced as well.Thank you in advance for your time and help with this matter.*************************** ************ *********************

  Business response

  12/31/2022

  Attached is our current Terms and Conditions as it is provided online, our response to the complaint, as well as the photo of breakage provided by the customer. Please feel free to contact us if you require any additional info.

   

  Regards,

  *************************

  Customer Service Manager

  ************

  
  

  Customer response

  01/03/2023

   
  Complaint: 18624834
  
  I am rejecting this response because:

  It does not provide me with any resolution. I cannot use the dinnerware due to it not being microwave safe as advertised possibly due to lead or other heavy metal content.

  All there response says is that their previous response is the same.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  06/08/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We purchased furniture from https://www.lafuente.com in November 2021. On April 11, 2022 we were notified the order had shipped but as of today, June 7 2022, we have not received it. We called La Fuente and exchanged several emails with them. They explained that their carrier had most likely lost the piece and promised to either find it and deliver it themselves from their warehouse is in ****************, **, or refund the full price of $2,307.83 (including taxes and shipping). We have not heard back from them since May 18, 2022.We are looking for help getting a full refund.

  Business response

  06/15/2022

  On 04/22/22 R+L confirmed that the shipment was being handled by their driver services. On 04/25/22 R+L Freight communicated that the customers delivery area was not serviceable by their company and the delivery was being reconsigned to Cross Country Freight. Between April 25th and May 6th 2022 Cross Country Freight representatives could not be reached for communication to provide any updated status of the delivery. As a result a return of shipment was requested so that alternative delivery methods could be completed from the R+L ****** ******** terminal. Cross Country Freight then mishandled the return of the order and informed ** it was considered lost, while simultaneously marking the package as delivered in the online tracking system (shown in the provided link below). Due to the failed delivery and issues with attempts to find a suitable delivery company that could service the customer, we have as of June 10, ********* AM refunded the full amount of $2,237.86 to Mr Serbor's provided payment method.  
  

   

  Link to Shipment Tracking: https://www.rlcarriers.com/freight/shipping/pickup-request?templateid=342477

   

• Initial Complaint

  02/07/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Ordered a mirror from this business. The mirror arrived cracked. There is no answer when calling the business to find a remedy for this issue. I have also attempted to email them and received no information on how to proceed.

  Business response

  02/16/2022

  Due to a change in management there was a 2 day delay between the original customer email on February 7, 2022, and **************** response on February 9, 2022.

   

  Our most recent communication with the customer has been on February 15, 2022 at 11:29 AM in which we are actively working with the member to ensure reimbursement, and replacement on item received as damaged.

   

  I will correspond with the BBB again once this issue has been fully resolved with the customer.
  

  
  

*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. ↩