ComplaintsforNet Retailers, LLC

• Initial Complaint

  12/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered one chair from PatioLiving.com on Sept. 8 to see if it would go with my new dining table.Before placing the order I called & inquired about the return policy since there was a possibility I would be returning the chair. I was told a shipping fee of $100 and a restocking fee (which was $116.70) would apply if returned. I was also told if I ordered the chair as is without a cushion preference its not a custom order and that I should do that because I can always order cushions if keep the chair. So I did that. It arrived on Oct. 20. I initiated the return that day because the chair didnt work. I have been trying ever since then to get a return processed. The companys responses have been: if you keep it well give you $80 back, or donate & well refund you minus the original shipping cost and minus the restocking fee (even though theres nothing to restock if its donated). This requires me to find a charitable organization, transport the chair, get a *************** it back to the company. (Time spent & more inconvenience on my part.) I told them I just wanted a refund at which point they changed their conditions, totally in bad faith, and slapped an additional $365.93 shipping on top of the $100 shipping, which along with the restocking fee is more than the chair cost. Theyre making it impossible to return the chair.I want them to come get the chair asap and issue me my refund minus the $100 shipping & $116.70 restocking fee, as per the original terms of our agreement. Email correspondence is attached. Please assist. Thank you.

  

  Business response

  12/29/2023

  Hello ******,

  Thank you for reaching out to us. We apologize for any frustration you may have experienced with your return with us. We strive for every experience with us, whether purchase or return, to be smooth and frustration free and always take it very seriously when customers are dissatisfied. Upon review, we do see that you ordered with us on 9/8/23 for a single, no cushion chair, which shipped on 10/9/23. As you stated, after it was delivered, you reached out to us on 10/20/23 letting us know it did not work with your table and requesting information on how to return it. At that time, our Claims & Returns team did advise that return shipping costs would be the responsibility of the customer as well as any applicable restock fees and any original shipping fee charged. You advised you would like to proceed and inquired as to the exact costs, which we let you know we had reached out to the vendor for. (see screenshot 1 and screenshot 2 attached)
  
  We received a response from the vendor on 10/25/23 advising of the *** as well as a carrier quote for the return shipping costs. The return shipping costs actually totaled $356.93 (see screenshot 3).
  
  When compiling your final return assessment, the claims & returns specialist working on your order noticed that the return fees (shipping & restock) would actually exceed what you had paid on the original order by $93.71. He escalated your return for review by management to determine the best course of action. After review and discussion with management, the determination was made to have you donate the item rather than return and only pay to cover the baseline cost of the chair that we must pay to the manufacturer ($116.70) as well as the original $100 shipping fee charged. In this way, we could still issue a refund to you, versus not being able to refund anything and actually incur a further charge. (Please note that the actual cost of shipping on the initial order was actually $242.82 and we only charged you $100, in light of the cost of the chair vs. the cost of the shipping so we did already compromise on the initial order for shipping costs). We also offered you the option of keeping the chair at a discount, us essentially issuing you an $80 refund to keep it. (see screenshot 4)
  
  On 11/3, we do see you called in to check the status of your return then stated you did receive an email and you would reply back with your decision later that day. We did not receive a reply from you on 11/3. We followed up repeatedly throughout November (11/7, 11/14, 11/21) for your decision but did not receive a response from you until 12/4. On 12/4 you responded that you were unable to find a charitable organization to take the chair and that you did not have the space to keep it. You said you wanted to proceed with return of the chair. We apologize if it was unclear prior to this that the fees would be different to return completely rather than donate or retain. At this point, our specialist advised of the difference in fees due to the addition of the return shipping cost. We did not change our policy but rather, if you had been able to donate the chair, you would not be charged a return shipping cost whereas, should you proceed with returning the item, return shipping costs would apply. At that time our specialist also advised the best outcome for you would be to take the donation option and recommended several options. (see screenshot 5)
  
  We apologize if at any time the explanation of your options was unclear or confusing. That being said, our return policy was communicated on site in good faith prior to purchase as well as at the start of your return process via email. We did not deviate from that policy at any time and, indeed,went out of our way to offer a variety of options to provide you with the highest refund amount possible. We are still committed to providing that for you while also alleviating any frustrations you have. We would be happy to work with you further towards that goal and either provide a partial refund to keep as discussed or partial refund to donate as discussed. Our specialist sent the most recent email requesting your decision on 12/27/23. Please respond to that email or to this response and we will be happy to assist as quickly as possible!

• Initial Complaint

  11/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a ****** chair from this company on October 5th of this year. It arrived around November 9. The chair was disassembled and had four back legs (no front legs). We emailed Luxedecor. Now we are having to wait around for the vendor to respond and send the front legs. We are being punished by their error. This was a very expensive chair and the error is completely on this company because the package wasn't checked before shipping it to us. Just a terrible experience and completely mishandled by this company. I would speak to management but I wish anyone luck trying to do that. Where has customer service gone?

  

  Business response

  11/21/2023

  Greetings *************** We are very sorry for the dissatisfaction you have experienced with your claim. You emailed us on 11/9/23 advising you are missing front legs for your chair. Unfortunately, we received your email at 6:38pm CT, which is after business close. When we reviewed your email on 11/10/23, we immediately reached out to the manufacturer, ****** Furniture, to inform them of the error and to request the missing front legs. When a claim is submitted to a manufacturer, it does have to wait in queue and go through a review process to be either approved or denied. This usually takes anywhere from 3-7 days. Luckily, this was not the case with your claim! On 11/13/23, the manufacturer informed us they had reviewed the claim, approved it, and had ordered the replacement legs for your chair. They provided an estimated ship date of the following week, that of 11/20/23. As soon as we have tracking information, we will email you with all the details as to your replacement legs. We know that errors in shipping are disappointing and that the time frame for claims to be reviewed and resolved can be frustrating but please know that we have and are doing everything we can to resolve your situation as quickly and accurately as possible. We appreciate your understanding.

  Customer response

  11/24/2023

   
  Complaint: 20882325
  
  I am rejecting this response because: We are still waiting on the chair legs, LuxeDecor has shifted all the blame on ****** Furniture. This has been going on since the 10th of November.
  
  Sincerely,
  
  ***********************

  

  Business response

  11/30/2023

  Greetings *************** We are very sorry for the dissatisfaction you have experienced with your claim. The vendor responded 11/28 Tuesday morning at 7:18 am with the tracking number for your missing chair legs. This was shipped with **** tracking number 1ZX250170359103464. The replacement legs were delivered 11/29/23 at 11:02am.  Again, we know that errors in shipping are disappointing and that the time frame for claims to be reviewed and resolved can be frustrating but please know that we worked diligently to resolve the issue as soon as we could. We appreciate your understanding. 

  Customer response

  12/01/2023

   
  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

  08/06/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  They have still not issued the refund check that was promised. I first reached out to them in June.

  

  Business response

  08/08/2023

  ******, the refund check was issued and mailed on 7/28/23. Please allow **** business days for it to arrive to you. Thank you for your understanding. 

• Initial Complaint

  08/03/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Order # ****** I have gone round and round with customer service in ***** whom I cannot understand. Trying to return the above rug,Customer service sent label but cannot understand I need a pickup scheduled also as the tracking numbers are too small to read.i want a full and complete refund and free return shipping for this nightmare and headache.I was getting ready to furnish entire home, but due to this horrendous service I will shop elsewhere.I am returning this rug because it is polyester

  

  Business response

  08/04/2023

  Greetings, I'm following up on your recent experience with us. We are sorry that you experienced frustration and we did not meet your expectations. On 7/7/23 you contacted us via Livechat to set up a return for your rug. Our returns team worked with you to set up the return of your rug. On 7/11/23 we emailed you the label for the return of your item. You advised that same day you do not have a vehicle large enough to drop off the rug. On 7/24/23 we received a call from you stating that you could not print out the label since you do not have a printer. We asked if you could visit your local library or office store to print that out. On 8/4/23 I called you and spoke with you to let you know as a courtesy our returns team is currently working with ***** to schedule the pickup for you, something normally not within our service parameters. We understand, though, that scheduling can sometimes be difficult and were happy to make this accommodation for you. As we discussed, as long as you are still able to print the labels, we are able to assist with the return. We hope that this assistance meets your expectations, and we appreciate your understanding. 

• Initial Complaint

  07/28/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Despite saying they would issue my refund check, they have not yet done so. They are not responsive to my email queries. They have not explained why the check has not been sent.

  

  Business response

  07/28/2023

  On 7/13 the attempt was made to refund to the original form of payment, which is when our system alerted us that the refund could not be complete and would need to be issued as a check. As such, a request was then submitted by the claims & returns rep for a check refund to be issued. Unfortunately, the request was submitted incorrectly and so was not processed by our accounting team. Now that we are aware of the error, it has been corrected and a check is being issued today 7/28/23 to be sent to you immediately. We profusely apologize for the error and for any frustrations the delay has caused. We thank you for your patience as we resolve the matter for you

• Initial Complaint

  07/16/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  The company has been unresponsive to my complaint about deteriorating chairs, have played "email tag" for over a month. Now they say a refund is forthcoming, but they are putting a paper check in the US mail rather than crediting my credit card. This does not pass the sniff test, and I suspect a scam. The amount in question is over $600.

  

  Business response

  07/18/2023

  ******, I apologize for any frustrations associated with your order. On 3/29/2022 you placed your order with us, and the warranty claim was filed on 6/10/2023 due to peeling and bubbling of the finish on the chairs. Manufacturer reviewed the warranty and approved for a refund for the two defective chairs. Due to the age of the order, we were unable to refund to the original form of payment. For your protection, our system only retains payment information for 6 months. Any orders requiring refund outside of that time frame must be refunded via check. Our accounting team is currently issuing the check. Please note that the check will arrive to you within **** business days. Again, we appreciate your patience and understanding.

  Customer response

  07/18/2023

   
  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. I do have concerns with them actually doing what they say they will do, as their email pattern this whole month has been to delay/put off resolution. "The check is in the mail" is a classic line.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  07/13/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered a patio set with Patio Living June 27th. They were having a 4th of July sale with 10% off. I noticed I never received my 10% off. I called customer service on July 3rd, sale still ongoing, and they said it did not apply to that vendor, they do not allow the discount. No where on the website does it say it only applies to certain vendors. If I had know I may have chosen a different set/vendor. The customer service representative said she would check and get back to me regarding the discount. To date no one has called regarding this matter. I printed a copy of the chat dated July 3rd with *******When I placed the order they said it would take 5 days before shipping. I contacted Patio Living on July 3rd to cancel my order they said it had already shipped. I called the shipping company and explained that I lost my job and could no longer afford the table. At that time the the shipping company said it had not been shipped yet and they would hold it. I asked them to cancel the delivery. They said they would and that I should contact Patio Living. I called Patio Living and they said it could take up to 72 hours before they called me back. I said they are intentionally waiting for the package to be shipped so I will have no choice but to keep it.I checked the tracking today, because as far as I knew delivery was cancelled. To my surprise it says it was being delivered the Monday, July 10th today is the 13th? No one has contacted me to set up a delivery? Did Patio Living tell the shipper to deliver it anyway? I was able to contact the shipper directly but the phone number seems to have disappeared?

  

  Business response

  07/25/2023

  Vita, I apologize for any frustrations you have experienced. I see that you ordered the Darlee 9-piece dining set on 6/27/23. As listed in our terms of use Darlee is a restricted manufacturer that does not accept promotional codes, therefore we were not able to apply the on-site 10% promotion. On July 3rd, 2023, you contacted us to cancel your order however your order has already shipped. Per our terms and conditions, all our products are made to order, and cancellations MUST be submitted via Contact Us page within 24 hours of each order placement. If the order is cancelled after 24 hours and before shipment, a % of the funds will be retained.  As a courtesy we offered you a one-time only 10% discount to this order to accept the delivery which you refused. Since we are unable to meet your expectations even after making an exception to our terms and conditions for you, we are going to route your order back to the vendor where shipping and restocking fees apply. Per our Return Policy, which is available on site for review prior to purchase, your return is subject to a 15% restocking fee as well as the cost of return shipping. A restocking fee of $479.76 and return shipping cost of $515.90 will be deducted from your total refund if you wish to continue to refuse delivery and proceed with a return, 15% restocking fees of $479.76 and return shipping costs of $515.90 will be deducted from your total refund if you wish to refuse delivery and proceed with the return of this shipment. ********************************************************************;. We appreciate your understanding.

  Customer response

  07/27/2023

   
  Complaint: 20316801
  
  I am rejecting this response because:

  As stated earlier no where on your website does it say that the Darlee patio set was not included in the 4th of July sale .  The first call I made to Patio Living I asked the customer service rep where was it on your website and she could not tell me where it was.  I purposely waited for your 4th of July sale and was not given the correct information to decide weather I wanted the item or not.  Had I known that the Darlee set was not on sale I may have chosen a different item or non at all.  As for the restocking fee your customer service rep told me I would have to pay 15% restocking fee including the taxes?  When I questioned her on it she said everyone pays taxes?  Why would there be a restocking fee on taxes?  As far as the shipping charges I called the shipping company and found out the item was not shipped.  I asked them to not ship the item because I was cancelling the item because I lost my job.  They said no problem it will not be shipped.  It was 4th of July holiday and could not get in touch with you.  Your customer rep someone will get back to you in 72 hours.  Is that so you can ship the item?  Sure enough when I called you told me it was shipped out of *********, no where on the shipping ticket does it say *********, it says **********.  That must be where your warehouse is?  I told the shipper not to ship you told the shipper to not listen to me but to ship anyway.  Why should I have to pay shipping charges when you told them to ship I told them not to ship. 

  I do have a print out of my conversation with your customer service rep and phone recording I had with the shipper both can be produced to back up my complaint.

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

  

  Business response

  07/28/2023

  Vita, as a courtesy we offered you a one-time only 10% discount to this order to accept the delivery which you refused. We understand that you called in 7/3/23 to cancel your order however it was too late for us to cancel with the vendor as it had already shipped, having been routed on 6/29/23 and picked up by the carrier on 7/1/23. We did inform you of this at that time. We cannot comment on information provided to you from a company that is not our own (i.e., the carrier) but, according to all communication and records we have, the information the carrier provided to you was incorrect. We understand that your circumstances have changed and that you no longer want the order, even with the 10% courtesy discount we extended. As such, the only remaining option is to rout the order back to the vendor as a return, where shipping and restocking fees apply.

  Customer response

  07/28/2023

   
  Complaint: 20316801
  
  I am rejecting this response because:  Your false advertising no where on your website does it say that the 10% would not be applied to my order.  I would have made a different choice.  I would have chosen to not order the merchandise.  FALSE ADVERTISING, and misleading statements by your representatives make it impossible to do business with you.  I was never contacted by the delivery company as stated I would be, to this day I have not heard from the delivery company.  Lies and more Lies.  I read the other complaints and they were men.  You obviously are treating me differently because I am a woman.
  
  Sincerely,
  
  *************************

• Initial Complaint

  06/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  A swivel recliner was purchased on 12/20/22. from Top Modern for $1248.07. Arrival of the chair was 1/17/23. The last week of January, I reported issues with the chair's reclining and declining, and noises from the motor. A refund was requested in January, but Top Modern stated they would repair the chair instead of issuing a refund. It was March, 2023 before I heard from Top Modern. After many calls, ******** reported the issue with the chair to claims department. From that point e-mails were the only form of communication. Pictures and videos of the chair were requested for visual acuity. Pictures were sent. ********* was hired to do repairs and technician reported the wrong motor was sent. A foot rest motor was needed and manufacturer sent a head rest motor. In May, 2023, manufacturer sent the wrong motor again. ****** from claims finally called and found a technician in one day to report what he wanted to hear. There was nothing wrong with the chair and I did not know how to operate the chair. From that point communications from claims department ceased. I again requested a full refund. Again I was ignored. I was offered $875.00 out of 1248..07 for the cost of the chair. Top Modern stalled 5 months before doing anything. Now they refuse to give me the full refund that should have occurred in January of 2023.

  

  Business response

  06/27/2023

  Greetings,

  I'm following up on your recent experience with us. We are sorry that you experienced frustration and we did not meet your expectations. Upon review, On March 10th you notified us that your recliner was not properly functioning.  The vendor  ****** approved the claim for a repair, and sent out a replacement reclining mechanism. The first mechanism they sent was incorrect, so they sent another one out, then Guardsman went out. The technician reported that there was nothing wrong with the recliner.  We honored the return even though it was past the 30 days. We will make a one time exception and waive the restocking fees however the shipping fees of $293.64 will stand.

  Customer response

  06/29/2023

   
  Complaint: 20235630
  
  I am rejecting this response because:

  The facts are incorrect. I first requested a refund in January, 2023. This company decided to repair the chair instead of refunding my money. They stalled until March before taking any action. There were ******* that came to my house. The first reported they sent the wrong motor, head rest motor, instead of a foot rest motor. The last technician was hand picked by Top Modern and told them what they wanted to hear.
  It took the company one afternoon to find him. He did not run any kind of test on the motor to ascertain the problem. He stated there could be a shortage in the motor. I would like the full refund that was requested in January, 2023.
  Sincerely,
  
  *********************

  

  Business response

  07/06/2023

  Greetings, I'm following up on your recent experience with us. We are sorry that you experienced frustration and we did not meet your expectations. Our claims team worked extensively with the vendor to assess your chair and hopefully obtain a new motor. A technician was sent out for the repair even though this was reported after our 30-day time window in deference to your unique situation. However, the technician found the chair to be in working order, which prompted the manufacturer to therefore deny your claim. We understand, though, how frustrating a situation such as this can be. As such, we would like to offer you a $350 discount for your experience with the recliner and the repair assessment. We thank you for your understanding and look forward to working with you again.

  Customer response

  07/07/2023

   
  Complaint: 20235630
  
  I am rejecting this response because,:the business is not presenting all the facts. This issue was presented to this company at the end of January,2023, along with a request for a refund, which they are still ignoring. The technician, who told them what they wanted to hear so that they could deny any responsibility for this poorly constructed chair, was chosen in one afternoon on a Friday and he came on that Monday.   This business took 3 months to acknowledge a claim, and another 2 months stalling trying to decide what to do.. Attached e-mails were included to show what was done, nothing. Now they think I should keep this damaged chair and walk away. Their business practices are unethical and deceitful,

  and they should be held accountable for what they push off on customers.
  
  Sincerely,
  
  *********************

  

  Business response

  07/12/2023

  Greetings. I apologize for any frustrations this has caused you. Upon receiving your claim we partnered with ****** and Guardsman repair in order to resolve the issue with the recliner. First report stated that there was an issue with the motor and the incorrect one was sent. We then followed up with ****** to verify if the correct motor was indeed provided to the customer, ****** advised that the motor was correct. Upon hearing this we scheduled a second technician to proceed with the repair and upon his findings and experience with ****** furniture, the report deemed there was no issue with the chair. Upon receiving the report, we did reach out and advise that even though this is outside the 30-day return window, we would make an exception and process a return, with the agreement that restock fees and return fees apply. As we could not come to an agreement, we offered to discount the recliner for the customer to keep." We appreciate your understanding. 

  Customer response

  07/12/2023

   
  Complaint: 20235630
  
  I am rejecting this response because:
  The facts presented by this company are again incorrect. The refund and issue with the chair were requested 13 days after receiving the chair on 1/17/23, well within the thirty days. This company ignored both the refund and repair of the chair until March, 2023 . Attached e.-mails will verify this fact.  The second motor sent was the wrong motor again. It was again a head rest motor, not a foot rest motor.. The technician was hand picked in one afternoon on a Friday, and showed up on the following Monday.  The technician reported to them what they wanted to hear, nothing wrong with the chair. He did not test or check anything on the chair. The chair still freezes on incline and decline. I do not want this malfunctioning chair. Since the refund was requested 13 days after receiving the chair I am due a refund. I do not want the chair and it is not fair for them to retain my money since I reported the issue well before the thirty days expired. This company can invent any fairy tale they like, but they know that  I called them the last week in January, 2023.  I do not want this chair. Attached e-mails will verify everything I have stated. It is not my fault that this company waited 5 months to address this issue.
  Sincerely,
  
  *********************

  

  Business response

  07/14/2023

  Greetings, you received your recliner 1/17/2023 but did not report the issue with the recliner until 3/10/2023 which our claims department received the claim. The first correspondence email from the claims department was an email sent 3/16/2023 asking for photos and details of the issue, response to that email was received 3/20/2023. There was no mention of a refund to the claim rep as they were assisting with helping resolve the issue with the recliner. A replacement motor was sent and a technician was scheduled as stated in the email 4/15/2023 "I have received no instructions. Even with instructions, I am physically unable to turn over the chair to install this motor. I am requesting you send somebody to install this motor and send warranty information for this motor." we complied and asked for a technician to help with installation. Upon receipt of the service report, the technician stated the motor was incorrect and we followed up with ****** to verify the part that was shipped out. ****** stated it was the correct motor on multiple inquiries and have thus concluded their aid with the warranty claim. We then scheduled a second technician to perform the service and upon receiving their report, the chair did not have any defects but rather user error. Please see the attached reports for further details. With the claim still not resolved to an agreeable solution, we made the exception to our 30-day return policy to process the return with the agreement that return fees are applied. That solution was not explored and in hopes to alleviate the issues concerning the recliner and experience, we opened dialogue for a discount to be processed in order to keep the chair.

  Customer response

  07/14/2023

   
  Complaint: 20235630
  
  I am rejecting this response because:

  I reported an issue the last week in January, 2023 and asked for a refund. You denied this request and stated your policy was to repair. You chose to ignore my report of this inoperable chair.  You did not submit this claim until March of 2023. Supervisors chose to stop talking to me and started communicating by e-mails.  Supervisors were always busy and would not return my calls. After two months of delays, a technician was sent, but ****** sent the wrong motor.  They asked for a picture of that motor so that they could send the right motor.  Refer to the e-mails.  ****** sent the same motor, head rest motor, which was the same wrong motor again. You hand picked a tech you found in one afternoon, on a Friday and he showed the following Monday when previously it took two months to find a tech. He told you what you wanted to hear, nothing was wrong with the chair. Again, he did not check anything on the chair. He played around with the controls and frequently went outside to call you. He also stated that it was the wrong motor and it was a head rest motor not a foot rest motor. You chose to believe that the chair had no issues and that I did not know how to operate the chair. He also stated there could be a shortage in the motor, but you chose to ignore that information too. The chair is leaning to the right losing its shape. You are choosing to ignore this information too. The chair has issues with reclining and declining. and on the right side the chair leans. I again do not want this malfunctioning chair that the frame is starting to cave. It is a poorly constructed, uncomfortable chair. I want a full refund.  The e-mails shows how long it took you to respond to this problem. I can not force you respond quicker to claims.  Again documented in the e-mails. Check your call logs which reveals how many times I notified you of this problem that you would not send to claims, but chose to wait for two months to send this request..
  
  Sincerely,
  
  *********************

  

  Business response

  07/19/2023

  "For the timeline of events, a cancellation was requested but it was due to the request of the delivery company to remove the old furniture upon receiving the new recliner. Per policy of delivery, carriers are not responsible of removing/moving furniture that is in the customer's possession that are not tied to the shipment they are delivering. A workaround was placed for this, and the delivery was completed. Towards the end of January, there was an inquiry about receiving a manual for the recliner in which the customer service rep was able to get information from the vendor on how to operate the recliner. There was a pause in communication until another call was received early March concerning the functionality of the recliner. The claims rep handled the claim by reaching out to the manufacturer and having replacement hardware sent to the customer. Upon receiving the replacement hardware, the customer requested a technician to do the installation, the claim rep followed through with the request and a technician was scheduled. In the process of trying to help resolve the issue with the recliner, even hiring a second technician, we made an exception to open a return request with the customer with the caveat that return fees would apply for the return as the recliner has been in use. We could not come to an agreement for the return and proceeded with offering a discount to keep for the chair"

   

  Kind regards,

   

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

  Customer Service Manager 

  Customer response

  07/21/2023

   
  Complaint: 20235630
  
  I am rejecting this response because:

  Delivery and placement of the chair are not at issue. The issue involves this company attempting to pressure me into keeping this malfunctioning., uncomfortable, poorly  constructed chair. I telephoned this company repeatedly the last week in January, 2023, to report an issue with the chair,  trying to get  this issue resolved. During that same time frame I asked for a refund and was told that policy dictated they repair the chair. These actions were clearly within the 30 day warranty period.  I tried to talk to supervisors, but was always told they were unavailable and they would call me in 24 hours, but I did not receive a call. They waited until March of 2023, to take action on this issue. In March they began implementation of e-mailing to communicate. Weeks went by and a technician was sent to repair the chair. The technician reported the wrong motor was sent and I needed a seat motor. I called this company and advised them of the problem. Weeks went by again, this company wanted a picture of that motor so that they could send the right motor.  After receiving the same incorrect motor, I called again to see when a tech would be sent.  It took several weeks and this company sent a tech they located in one afternoon and came the following Monday to do repairs. Without testing or troubleshooting he reported nothing was wrong with the chair, and I did not know how to properly  operate the chair. This company was satisfied with the technician's report and  took no other actions. I reported to them the chair's frame was shifting to the right. This company felt they did not need to do anything else and closed the claim.  It is not my fault that this company waited 5 months to address this issue. Again I am seeking a full refund 
  
  Sincerely,
  
  *********************

• Initial Complaint

  06/08/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Order ****** on 05/28/2023 $2401.02 Ship order within 2 Business Days per order confirmation. This was not done, and my due date is 06/14/2023. I was NEVER emailed telling me of the delay as I would have Canceled at that time.Orders 4 swivel chairs, 1 table base and 1 tabletop.Contacted manufacturer *********** on 05/30/2023 for directions on installing tabletop base to tabletop as there was no instructions on their site. Took them 1 week to get back to me on June 7th and told me that you have to kind of wing it as there is NO predrilled holes to align up to. Contacted ****** at 11:55AM on June 7th to CANCEL as I do not want to mess up this table with NO directions and no drill holes. She basically told me sorry cannot do this and if you refuse shipment there will be a 15% restocking fee and return shipping costs. I said NO WAY this is not my fault that you were way late to ship and a sloppy tabletop with NO drill holes in it. I want a full refund of $2401.02 now.

  

  Business response

  06/09/2023

  We are reaching out regarding your experience with our company and to advise you of the resolution. We are sorry that your interactions with both our partner and our company didnt meet your expectations. While we did receive your request for cancellation on 6/7/23 due to your conversation with ***********, we were initially unable to cancel your order as it had already been picked up by the carrier. Per our terms and conditions, once something has shipped, an order can no longer be cancelled. We do, though, understand your frustration with the delays in communication with *********** as well as the problems with assembly that they did not/could not clarify. As such, we are going to make a one time exception to cancel your order and provide you with a full refund. We are also working with *********** to gather full assembly details so we can add that to our website for future customers. Thank you for your understanding.

  Customer response

  06/12/2023

   
  Complaint: 20161595
  
  I am rejecting this response because:

  I canceled this order on June 7th at 11:55AMEST with ****** a company customer service person at ********************. Please see attached Trucker pickup record)see attached) that this shipment was picked up at warehouse on June 8th at 11:36AM EST 24 hours later after I confirmed cancellation. Patio Living is claiming(see attached) that "Oh it was actually picked up on June 6th. My original career was *********************** for over 30 years for Domestic and International Freight. When there is tracking information on a PRO# by USA trucking company you do not forge incorrect information this is a direct "Audit" trail of any shipment. They had plenty of time to cancel this order and hold back this shipment but Patio Living **************** decided in the "Best Interest" of their company and NOT the consumer. I reject this proposal and want a FULL Refund.
  

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

  

  Business response

  06/15/2023

  Greetings *****,

  We appreciate the further feedback. As stated in our previous response, we understand your frustration and are issuing a full refund. In fact, upon review, we see that our accounting team has already made the refund. Depending on your banking institution it will appear in your account within ***** hours."

  Customer response

  06/18/2023

   
  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

  06/03/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  The product page and all of the info on the website didnt explain that the item I was buying would require a 30% restocking fee which ended up being over $100. No special order language was used anywhere. Also, the names/photos of the color were way off from what I bought.

  

  Business response

  06/06/2023

  Good afternoon,

  Thank you for sharing your feedback with us regarding your recent return experience. We are sorry that you are disappointed with the outcome of your return request. Upon further review of the circumstances of your purchase, we do see that there was a site glitch that did not appropriately label the items as Special Order at the time of purchase, though your confirmation did state the Special Order nature. We thank you for bringing this to our attention and we are working with our developers to fix the error. In consideration of this glitch, we are happy to waive the Special Order restocking fees in this instance. Please note, though, that the return shipping fee cannot be waived as that is a fee associated with any return, Special Order or not, which is clearly stated in our return policy on site. Our returns team will be in touch soon to continue to work with you on the return and the refund. Thank you for your understanding.

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