ComplaintsforConcepts & Design Studio, Inc.

• Initial Complaint

  02/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 8/5/2023 I purchased a buffet from Concepts & Design Studio *** also goes by ***************. I needed to move the buffet to hang a picture. I only move the buffet maybe a foot. When moving the piece the leg snapped causing the piece to tip and break the glass on the door. They claimed I was not gentle with the piece, however when moved we were very cautious to move it properly as to no cause a problem.I reported this to the company when it happed on 10/12/2023 and they refused to take responsibility for the defective part. I agreed to purchase a new door and they agreed to order a door from their manufacturer in *****.When I opened the new door to replace it, the door was smaller in size related to width. I contacted them to replace the door. They are now saying they cannot replace the door, nor can they replace the larger doors to match the current one that I ordered. The statement in their warranty is they will replace parts due to a part being defective for one year.Since they have already had a manufacturer replace the door, I don't understand the reason they cannot do this presently. If they cannot replace the doors then they should take the piece of furniture back and refund the purchase entirely.This was a very expensive piece of furniture and the leg should have not broken so easily. This was definitely a defective piece.

  

  Business response

  02/26/2024

  Dear **********,
  We are writing in response to the complaint filed by ***************************** regarding her recent experience with our company, **************. We appreciate the opportunity to address her concerns and provide clarification on the matter.
  On August 8, 2023, ************** successfully delivered the buffet to **************** in impeccable condition, free from any defects. However,we were disheartened to learn that several months later, the buffet sustained damage when **************** attempted to move it improperly by dragging, resulting in the breakage of one of the legs and the mirror on one of the doors.
  It is important to note that the damage incurred to the buffet was a direct consequence of improper handling rather than a manufacturer's defect. As a company committed to upholding quality standards, we take great care to ensure that our products are delivered in pristine condition.Unfortunately, once a customer takes possession of a product, we cannot control how it is handled thereafter.
  In our ******* efforts to assist ****************, we promptly reached out to our manufacturing partner in ***** to procure a replacement door for the damaged buffet. Despite our best endeavors, we encountered challenges as the factory no longer produces the exact product. Nonetheless, they attempted to accommodate our request by producing a replacement door with a different thickness. Regrettably, this replacement did not match the original specifications.
  Despite facing this setback, we continued our pursuit to source a suitable replacement part. However, we were eventually informed by the factory that they were unable to produce any further replacement parts for this model. Subsequently, we expedited the process to refund **************** for the incorrect replacement door.
  It is essential to highlight that ************** offers an optional furniture accidental protection plan for instances such as these. Had **************** opted for this protection plan at the time of purchase, she would have been eligible for a replacement buffet. Unfortunately, she declined this option.
  In conclusion, ************** fulfilled its obligation by delivering the product to **************** in impeccable condition. Regrettably, the subsequent damage was beyond our control. We have made every effort to assist **************** in resolving this matter within the constraints of the situation.
  We remain committed to providing exemplary customer service and regret any inconvenience experienced by ****************. Should you require any further information or assistance regarding this matter, please do not hesitate to contact us.
  Sincerely,
  
  ******* De los ******

  Customer response

  02/27/2024

   
  Complaint: 21346978
  
  I am rejecting this response because:
  I did not drag the buffet causing the leg to break. They have no indication that this was the cause whatsoever. The buffet was lifted gently and only moved approximately 6-8 inches. This leg was a defective part. I continue to state they are not fulfilling their obligation in the warranty related to defective parts. This buffet cost ******* and should have had better materials for that price. 
  Sincerely,
  
  *************************

  

  Business response

  03/04/2024

  Dear BBB,
  We appreciate the opportunity to address the concerns raised in Complaint #********.
  Firstly, we deeply regret the unfortunate incident involving the door of the buffet purchased by the customer. It's regrettable that the door broke due to improper handling by others several months after we delivered it to the customer in perfect condition and free of defects.
  Our commitment to our customers is unwavering, and we take great care to ensure that the products purchased are delivered in perfect condition. As evidenced by our records, the buffet was indeed delivered and accepted by the customer on 08/08/2022, without any reported issues.
  It's important to note that the customer's initial statement regarding the incident differs from their subsequent account. While they initially stated that the buffet leg snapped while moving it to hang a picture, their later statement suggests that the buffet was lifted, causing the leg to snap, and subsequently leading to the door breaking. It's worth noting that if the buffet had been lifted as per the customer's later statement, it's unlikely that the leg would have snapped and caused the buffet to tip, resulting in the door breaking. Despite the customer's responsibility for the damage caused to the buffet, we have gone above and beyond to assist her in sourcing a replacement door from the factory in *****. Unfortunately, the buffet is no longer produced and despite our best efforts, the factory is unable to produce a replacement door with the same dimensions as the customer's buffet. We understand the customer's frustration and disappointment, but I must emphasize that our responsibility ends once the product is delivered in perfect condition. We have acted in good faith and made every effort to address the customer's concerns. We have explained all this to the customer, but she doesnt want to accept her responsibility for the damage.  
  We appreciate your attention to this matter and trust that our response provides clarity regarding the situation.
  Sincerely,
  ******* De los ******

   

  Customer response

  03/05/2024

   
  Complaint: 21346978
  
  I am rejecting this response because:I continue to state that the buffet was handled in a gentle responsible way and that the leg was defective. I contend that they are not respecting their contract. I paid ******* for this buffet and the leg should not have broken that easily. Maybe that is the reason they are not manufacturing this piece of furniture any longer. 
  Sincerely,
  
  *************************

  Customer response

  03/06/2024

  I am very disappointed this could not be resolved in a professional manner. I hope this review is posted so that other customers do not have the same issue with this company. 

• Initial Complaint

  08/15/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  We placed this order back in March for two couches, one for our home which we took delivery of as soon as it was ready, and one for a condo that was in renovation, so we delayed the delivery until the condo was complete. As explained by our sales person this was not an issue and they did this all the time. In good faith we paid for everything in full at that point and time and would advise of a date for delivery. That being said, we had no issue with the couch for our home, yet upon taking delivery of the couch for the condo, merely three months later a piece came severely stained and damaged. The piece was taken back the same day by the delivery staff, and we were informed that we'd be sent a replacement piece. We awaited the replacement piece, and once again we received a piece that was even more damaged and discolored than the first delivery. it appeared to have been a an old left behind piece of furniture that had been returned or damaged at some point. Keep in mind that days had been taken off from work in order to accept these deliveries and that even the drivers of the company agreed that the condition of the furniture was bad and unacceptable. So a sheer waste of time. As a result, the entirety of the couch was taken by the delivery staff following this faulty second delivery attempt. At this point in time, due to this inconvenience, we are requesting a full refund of the damaged couch (Lorezno Modern Double Recliner Sectional White, code: SOF198001-001)- We attempted to browse the store and the website for a suitable replacement, yet nothing available fit our needs at this time. We were instructed to email ******* De Los ****** and request the refund. We did and she would evade our emails. I emailed again awaiting a response and her response was for us to wait for a new shipment of merchandise so we could find something that works. I purchased these couches in advance due to the fact that I did not want to wait. We wanted to have everything ready for move in - not move in and wait for the furniture, and now ******* tells me I need to wait for them to receive inventory... Wait it gets better. I tried to call her to explain that this was not acceptable and that at this point I was going to need a refund. She would not hear it She hung up the phone on me! Can you believe that. She was quick to take my money and agree to any and all accommodations of holding the furniture for delivery without hesitation. Of course, it facilitated the money in her pocket, but now when it comes time to deliver the merchandise and cannot deliver she refuses to issue me a refund. I will continue to take action because this is unheard of. None the less the emotional distress, missed days of work and continued inconvenience she has caused me and my family .

  

  Business response

  08/17/2023

  Dear ******************,

  I hope this letter finds you well. I am writing in response to your recent complaint filed with the Better Business Bureau regarding your experience with our company. We take your concerns seriously and would like to address the issues you have raised.

  First and foremost, I would like to extend our apologies for the inconvenience you have faced throughout this process. We value your patronage and aim to provide excellent service to all our customers. Please allow me to provide a detailed overview of the events leading up to this point, as you have outlined:

  On March 4, 2023, you placed an order for two couches, one for immediate delivery and another to be held for delivery later due to your condo renovation. Our delivery coordinator subsequently contacted you to schedule delivery on March 6. During this conversation, you indicated that you could only receive one couch at that time and would notify us within a month to arrange delivery for the second piece.
  It is important to note that our delivery coordinator informed you during this call that delivery needed to be completed within 60 days. Additionally, your order received the Free Delivery discount promotion, which is applicable only for orders delivered within this timeframe.
  On April 17, 2023, our delivery coordinator attempted to schedule delivery for the second couch, and you requested to delay delivery one more month due to delays with your condo renovation. After some delays, we were finally able to coordinate delivery for July 24, 2023. Having held your couch in inventory for over 4 months as per your request led to a limited availability of this model when you were finally ready to receive it.   Unfortunately, the last two couches in stock were found to be imperfect during the delivery attempts.
  We understand that you requested a resolution and a refund for the damaged couch. Our manager, upon returning from vacation on August 15th,responded to your request and offered to deliver the couch in perfect condition with new inventory expected within two weeks.
  We also want to acknowledge that we offered a refund according to the terms outlined in our disclosed policy. We understand the frustration you have experienced and genuinely apologize for any inconvenience caused.
  We want to assure you that our team is dedicated to finding the best solution to meet your needs. You have the option to either accept delivery of the new inventory within the next two weeks or proceed with a refund, subject to a 25% restocking fee in line with our business practices.
  Once again, we apologize for any difficulties you've faced and want to reaffirm our commitment to resolving this matter to your satisfaction. Should you have any further questions or require additional assistance, please do not hesitate to contact us directly.
  Thank you for bringing this matter to our attention, and we look forward to the opportunity to address your concerns and restore your confidence in our products and services.
  

  Sincerely,
  ******* De los ******

  

  Business response

  08/17/2023

  Dear BBB,

  I hope this letter finds you well. We appreciate the opportunity to address and resolve the concerns raised in Complaint ID: ********. Our commitment to excellent customer service remains steadfast, and we take all customer feedback seriously.

  In response to the customer's complaint, we have diligently reviewed the situation and have taken the following steps to rectify the matter:

  Upon understanding the customer's dissatisfaction with the delivery of the couch and the associated inconvenience, we offered the customer two options: to accept delivery of the new inventory within the next two weeks or proceed with a refund as per our established policy, which includes a 25% restocking fee. We acknowledge that the customer was not satisfied with this initial resolution.
  To provide a more equitable resolution and in consideration of the customer's circumstances, we have decided to issue a refund with a reduced restocking fee. We believe this adjustment aligns with our commitment to fairness and transparent business practices.

  The refund amount has been processed,and a cashier's check has been requested from our bank. We anticipate that the cashier's check will be mailed promptly and is expected to be delivered to the customer by August 15, 2023. We trust that this resolution will address the customer's concerns and bring about a satisfactory conclusion to this matter.

  We value our customers' satisfaction and appreciate the opportunity to resolve this situation amicably. We remain committed to continuous improvement and will use this experience to further enhance our processes and services.

  Thank you for your attention to this matter. If you have any further questions or require additional information,please do not hesitate to contact us directly.

  Sincerely,

  *********************************;
  President and Co-Owner
  Concept & Design Studio, **** / DBA: MH2G Furniture
  

  Customer response

  08/21/2023

   
  Complaint: 20471901
  
  I am rejecting this response because: Unfortunately, the response from Concepts & Design Studio which is not whom we have done business with, but with MH2g,  by which I am unaware if they even hold a legal DBA... does not in fact have excellent customer service, nor are they steadfast in their commitment as they so claim.  They have a lot of adequate words obviously but their actions do not equal their response.  Primarily, a company whom is so committed to **************************** does not hang up the phone on a client. Nonetheless, do they intentionally delineate on the phone all the obstacles they are going to present in order to withhold issuing me,  the client a credit.

  Finally and most important of all, they are not issuing me a true refund as they have stated in their response, in which they have yet to do so anyway.  Since, they have detailed for you that they are withholding a restocking fee which would be adequate for someone returning, changing their mind or altering their purchase.  Yet that is not the case!   It is MH2g which has put me in a bind.  I made a cash purchase in advance in good faith in order to have stock and availability, and when it came time to deliver they delivered me a piece of merchandise that was old and damaged, and please don't base this on my standards, but that of their own delivery personnel.  He himself who delivered the merchandise called the furniture store to tell them that the couches were not even the same color and I have that conversation recorded.   Furthermore, once he contacted to the store to advise them of the concerns with the merchandise, the conversation turned to that of a negotiation with me offering me discounts in order to force me to  accept delivery.  The furniture was far from satisfactory condition  obviously, and there was more than myself  and the delivery personnel there to witness the very impaired merchandise.  Yet they want to charge me a restocking fee.  They should be returning my money with interest since they have really been pushing the envelope in order to not issue a full refund for their lack of disrespect in sending me an old damaged couch and trying to sell it as if new. Therefore What Re-Stocking Fee???   

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

  

  Business response

  08/23/2023

  August 23, 2023

  Better Business Bureau - BBB Serving Southeast ******* and *************
  Re: Case # ID ******** Customer: ****************** Order ***** Date of Purchase: 03/04/2023

  Dear BBB,

  I hope this letter finds you well. We appreciate the opportunity to respond to the concerns raised by the Customer regarding the cancellation of her couch order and our refund policy. We take customer satisfaction seriously and would like to provide a comprehensive response to address the situation.
  First and foremost, we want to emphasize our commitment to maintaining open and respectful communication with all our customers. We value each interaction and aim to provide exceptional customer service to ensure positive and productive engagements.

  Regarding the sectional couch that the customer purchased, we remain steadfast in our commitment to delivering it in impeccable condition.Following her purchase, we diligently attempted to facilitate the delivery process. At the customers specific request, due to delays in her condo renovation, we accommodated her by holding the product in our warehouse for an extended ****** of over 4 months. This unusual extension surpassed our standard policy of 60 days, which the customer was aware of. Unfortunately, as a result of this extended storage ******, the availability of the chosen couch model became limited when she was ready to receive it. Regrettably, the last two available couches in stock were found to be imperfect.

  Despite these challenges, we have remained proactive in our efforts to find a resolution that aligns with both our internal policies and the customers expectations. Our initial solution was to offer her the option to receive the couch from our new inventory, which would enable us to fulfill our commitment to deliver the sectional couch she purchased in perfect condition.However, the customer opted to decline this option and requested a refund instead.
  We take pride in our commitment to accommodating our customers to the best of our ability. In response to her refund request, we processed the refund with a reduced restocking fee of 15%, as opposed to our standard 25%restocking fee. This reduction was extended as a gesture of goodwill, given the unique circumstances surrounding the customer's order. It's important to clarify that the restocking fee is disclosed in our clearly outlined Terms and Conditions of Sale and is applicable to cancellations after the grace **************** would like to emphasize that the customer's couch was held well beyond the grace ****** and the 60-day stocking limit. We believe that our resolution strikes a balance between the delays incurred due to her specific circumstances and our unwavering commitment to customer satisfaction.

  We sincerely regret any inconvenience that the customer may have experienced during this process. We value her as a customer and remain dedicated to improving our procedures and policies based on customer feedback.If the customer requires further clarification or wishes to discuss this matter in more detail, we encourage her to reach out to us directly or via email at the same email address that she has communicated with us previously.

  Thank you for your attention to this matter, and we appreciate your role in facilitating communication between businesses and customers.

  Sincerely,

  ******* De los ******
  President & Co-Owner
  Concepts & Design Studio *** / DBA: ****
  ********************************** *****, F. 33166

  
  

  

  Business response

  08/23/2023

  August 23, 2023

  Better Business Bureau - BBB Serving Southeast ******* and *************
  Re: Case # ID ******** Customer: ****************** Date of Purchase: 03/04/2023

  Dear BBB,

  I appreciate the opportunity to address the concerns raised by Ms.****************** regarding her recent experience with our company. We take customer feedback seriously and are committed to ensuring transparency and open communication throughout the resolution process.

  To shed light on our interactions with Ms. **** I am pleased to attach all email communications we have maintained with her. These exchanges exemplify our dedication to promptly and courteously responding to her inquiries. We believe that these records reflect our commitment to addressing her concerns and providing assistance in a timely manner.

  As a company, we hold transparency and open dialogue in high regard. Our team's responses have consistently aimed to provide Ms. *** with accurate and comprehensive information. We understand the importance of resolving customer issues based on facts and accurate information.

  In light of the facts presented through our email correspondence, we remain fully open to resolving the matter in question. We are dedicated to working towards a solution that aligns with our commitment to customer satisfaction and fair business practices.

  Should you require any additional information or documentation to assist in the resolution process, please do not hesitate to reach out to us. We are readily available at ************ or via email at ************

  Thank you for your time and attention to this matter. We look forward to resolving this issue based on the facts and ensuring a positive outcome for Ms.****

  Sincerely,

  ******* De los ******
  President & Co-Owner
  Concepts & Design Studio *** / DBA: MH2G
  

  Customer response

  08/24/2023

   
  Complaint: 20471901
  
  I am rejecting this response because: 
  As clearly stated by the disclaimer from the Better Business Bureau, you are here to ensure that both parties reach an agreement and I appreciate your cooperation and assistance through this process.   Its simple, I purchased a product that the store was unable to deliver and they refusing to refund my money.  You can see their statement below where they refunded me a partial payment minus a restocking fee. They cannot charge me a restocking fee as you know, since they were unable to deliver my merchandise.  I have not changed my mind or returned anything.  They have just put forth every effort to not refund me my money in full.  I have not done anything wrong, I paid in full in advance in good faith and they have refused to refund me all my money.  They have zero ground for holding one cent.   If they refund the money owed to me I will close and accept the business resolution but until then I will not rest.  If they were "so transparent"  I as well as the previous case made against them with the BBB would not  have  needed to contact the better business bureau. 

  Therefore I will await my full refund! 
  
  Sincerely,
  
  ******************

  Customer response

  08/24/2023

  I apologize but I am confused! So you are telling me that you are ok with business stealing money from clients?  That's acceptable?  I have supplied an email to prove that the business owes me money and they are choosing to keep it, Please advise me if that is an acceptable order of business for the bureau .... 

  

  Business response

  09/03/2023

  Dear BBB,

  I hope this message finds you well. We wanted to reach out to address the concerns raised by the customers complaint. We take customer feedback seriously and are committed to ensuring a fair and transparent resolution.
  Firstly, we would like you to appreciate our patience and understanding throughout the extended storage period of the customers couch. Our standard policy does indeed limit storage to 60 days, but we made an exception in this case to accommodate the customers request, holding her couch for over 4 months. After the failed delivery attempts, our aim was to ensure that the order was delivered in perfect condition as soon as our new inventory arrived, which has already been received.

  The customer was dissatisfied with this solution and requested a refund instead of accepting the delivery of the couch. While the customer was aware of our stocking and cancellation policy at the time of purchase, we wanted to find a solution that would be mutually satisfactory. To demonstrate our commitment to customer satisfaction, we decided to reduce the restocking fee from the standard 25% to only 15%.

  I'm pleased to confirm that we processed the refund promptly as per the customers request, and that the customer has successfully received and cashed the refund check. The order has been officially canceled, and the funds have been returned. Attached and privately we will submit proof of payment.

  At MH2G, we are dedicated to upholding fairness and transparency in our business practices, and we believe that this adjustment aligns with our commitment to these values.

  Should you have any further questions or concerns, please do not hesitate to reach out to me.
  We appreciate your understanding in this matter.

  Sincerely,
  *********************************;
  President and Co-Owner
  Concept & Design Studio, **** / DBA: **************

  

  Business response

  09/03/2023

  Please find attached proof of payment for the refund of Order *****.

  Customer response

  09/12/2023

  This is not the original payment amount.  They have decided to not give me a full refund for them not being able to deliver what I purchased.  This is unlawful and considered theft.  I have filed a police report and contacted a lawyer. They have stolen my money and choose for themselves how much to refund me for not being able to deliver on the merchandise. 

  Customer response

  09/12/2023

   
  Complaint: 20471901
  
  I am rejecting this response because:

  This is not the original payment amount.  They have decided to not give me a full refund for them not being able to deliver what I purchased.  This is unlawful and considered theft.  I have filed a police report and contacted a lawyer. They have stolen my money and choose for themselves how much to refund me for not being able to deliver on the merchandise.
  
  
  Sincerely,
  
  ******************

*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. ↩