ComplaintsforInteriorexpress

• Initial Complaint

  11/20/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered a Baxton Studio ****** Mid-Century Modern Walnut Wood Dark Brown ********** Faux Leather 2-Seater Loveseat from Amazon. The loveseat broke the first time someone sat on it. The s**** came out the side of the wood, which is a defective issue. The seller "Kart It" would not refund our money for a clearly defective product because we did not have the original packaging. After a lot of back and forth with Amazon, they agreed to refund $200 of the $400 I paid. They said they would refund the remaining money if I could get the manufacturer to send me a Service Denial Letter. This manufacturer refused. I find it highly disappointing that just because they sell their product through and Amazon seller, they no longer back their product. All I asked for was a letter, no money and they wouldn't even do that. I was told they are not responsible. This item was purchased on for our church. We do our best to spend our money wisely and it's disappointing that this company will not stand behind their product.

  Business response

  11/21/2023

  Hi,

  I am sorry to hear about your unpleasant experience with Amazon and the Seller Kart It. Whoever sells on Amazon is responsible to provide the service customer needed and when they failed to do so Amazon will step in and will take care of the customer's needs. It was very disappointing that both parties failed to address your issue. I was looking on our end if you sent us any email, but I didn't find any email. If you can please contact me directly via email: ************************************************************, we'll do our best to provide you the service you need. Based on the attached pictures it looks like if we replace the broken rail then issue will be resolved, but before that I'll need some more information from you. Please email me at your earliest convenience. 

  Thank you,

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

  Operations Manager

  Customer response

  11/29/2023

   
  Complaint: 20894215
  
  I am rejecting this response because:

  I have emailed the business as requested. When I received no response, I emailed again and received no response. I would still like the business to do as they suggested and take the information they need and send me the replacement parts.
  
  Sincerely,
  
  ***********************

  Business response

  12/01/2023

  Hi,

  I am sorry about the confusion, I didn't receive your email it went to the wrong folder because the email was sent to ************************************************************ instead of ********************************************************* and it was my error. I have just sent you an email. Please respond to my email and we'll take care of the issue you have with the loveseat. 

  Thank you,

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

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

• Initial Complaint

  06/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased this item in February 2023 at a price of $135. Unfortunately, it arrived with a noticeable dent, but we decided to keep it despite the flaw to avoid the hassle of returning it. However, after a mere four months of use, the top and bottom shelves have completely come off, making it necessary to hold the bottom while slowly opening the top portion. We reached out to ********* for assistance, but they redirected us to the manufacturers, who were both unhelpful. Both parties refused to send a replacement without requiring us to purchase a brand new unit. Considering the short duration of use, it is disheartening that the item has become completely unusable. I would like a refund of the unit.

  Business response

  06/19/2023

  Hi,

  Customer purchased this item earlier this year in February 2023 from Walmart.com. Item was sold to the customer by ************** on Walmart.com. According to the customer the item is shaking, when customer reached out to us, we suggested customer to replace the damage or defective parts and customer could purchase those parts from us. We provide free replacement parts within 30 days from the date customer receives the item. However, customer did not want to fix it instead wants full refund. We do not have access to customer's account or fund.

  We believe the complaint should have been filed against *********, ********* has access to customer's account and fund. They should have provided customer satisfactory customer service or customer should have reached out to Walmart.com and let them know a seller on their website failed to provide them customer service. 

  If customer would like the parts, customer can reach out to us and we can provide the parts they need. We believe this complain should be removed from under our company.

  Please see the attached our conversation with the customer.

  Sincerely,

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

  Drop Ship Operations Manager

• Initial Complaint

  01/29/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  june 22 2021 i paid at this store for 6 dinning chairs $213.19 I was told items are available and ready to pick up from their warehouse.After i got there it turned they dont have 6 chairs but 2 only.I was advised to take 2 and other 4 will be on back order ready to pick up in August.When august came i was told to wait till September in September i was told to wait till November in November till December and 3 weeks ago that i have to wait till March.Its not a joke!!!!Im being deleyed with pick up so long.I need all 6 chairs so i asked them to take back what i have aready (still in box unused) and cancel my order.Im very angree because they said they can only give me money back for 4 chairs im still waiting for but 2 i have they cant take back!!!!!!!!!Its not my but their fault cant get me what i paid for few monthes ago and now they gave me already money for 4 chairs and im stuck with 2 !!!!!!Guy who works in their Lombard location was so brilliant that advised me that i can go and sell those chairs on **** to have my money back!!!!!!!!!!Such retail service is complete garbage!!!!!

  Business response

  02/09/2022

  this customer has been taken care for the 4 chairs that he would like to cancel. The refund was issued for those.  As for 2 chairs, its final sale, we couldnt refund them.  

*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. ↩