Complaints

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• Initial Complaint

  Date:06/10/2022

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I contacted ********************* on ********* where he was advertising furniture with shipping. I requested a particular bedroom set I had found online and made explicit that I wanted delivery and provided my address. The seller took my payment, and stated the items would arrive in mid-May. In mid-June, the seller contacted me and said he had my items but would not deliver. He stated I could pay additional for a third party delivery service. I requested a refund, as delivery was supposed to be part of the deal. I have diagnosed back issues and do not own a truck or a trailer. The seller is refusing to refund my money or deliver the items.

  Business Response

  Date: 06/21/2022

  My initial contact with ****** was a message from him requesting a discounted price on another bed set and that if I agreed he would come and pick up that day.  I responded that I was at the lowest price possible.  His next message was a request for a different bed and dresser that I don't stock and would be a special order.  I agreed to get it at the specified price of $1,000.  He asked if delivery was available and I responded that it was available  but would have to get a quote since he lived so far away (60 miles).  The order was placed on 4/19/22 and he was called on 6/8/22 notifying him that the furniture was in and ready for pickup.  He told my sales manager that it was to be delivered at no extra charge and she said that it would be $125.  There was never any discussion of free delivery for this order.  If there was a question he could have called me directly when he received his receipt on 4/19 and saw that there was no delivery written on the invoice.  He may have been confusing me with another company that he had contacted in another state that does offer free delivery but he said that they would not deliver to his address since it was too far away.  I have responded to the customer that I would arrange a discounted delivery charge to try to resolve the issue but he seems to be adamant.  If a refund is the only solution there will be a 20% restocking fee which is the company policy.

  Customer Answer

  Date: 06/21/2022

   
  Complaint: 17410582
  
  I am rejecting this response because:
  
  The attached PDFs contain the entire record of the conversation. Please review this against the false claims made by the seller.
  
   'but would have to get a quote since he lived so far away (60 miles)'
  
  This is an outright lie. In the attached PDFs, you will observe that the seller made no mention of a separate quote for delivery, and no mention of distance. I requested a quote including delivery, and gave my delivery address. The seller and I agreed upon a price and a time frame for delivery. Several weeks after the agreed upon delivery date, I received a call that I could come to pick up my furniture. I indicated that I had only ordered the furniture because it would be delivered, as I do not have the means to pick it up. 
  
  'she said that it would be $125'
  
  Again, an outright lie. There was no delivery price communicated over the phone. The woman said she would speak with Les, and Les called me the next day. I indicated the same to Les, that I was under the impression the furniture was to be delivered for the agreed upon price. He asked me to send him the record of the conversation where we agreed upon that. I attached the record where our written communications continue. As you can see, Les offered to hire a third party to deliver my furniture at additional cost to me. At this point, I requested a refund, as I have not received any furniture and the seller is now requesting additional money from me. The seller refused my refund and is actively attempting to misrepresent the written record of the conversations and transactions. I simply want a refund, as I did not receive anything in exchange for the $1067 I provided to the seller.
  
  Thanks, 
  Jeremy 
  
  
  Sincerely,
  
  *************************

  Business Response

  Date: 06/24/2022

  On Thursday June ************************************************************** order to settle this dispute.  Enclosed is the signed delivery order.

   

   

   

   

   

   

   

  Customer Answer

  Date: 06/28/2022

   
  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.
  
  

  Thanks!
  
  *************************