ComplaintsforNet Retailers, LLC

• Initial Complaint

  05/31/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  False claim on website - At PatioLiving.com, we understand that the purchase of home furnishings represents a significant investment of both time and resources and so strive to ensure a worry-free shopping experience for all customers. FALSE - Im 40 days in process without resolution of returns process - Stall Tactic All returns and exchanges are subject to applicable return shipping fees. Orders over $1,000 are subject to a 15% restocking fee;False claim on website - I had an order for $996 and they want to charge me restocking and return fee of $500 Refund Options Refunds can be issued as either site credit or to your original form of payment. Site credit refunds will be processed within one business day and can be used on www.patioliving.com False - Im 40 days in process , not one day 4/19 - I ordered 4 Treasure Garden Aluminum umbrellas, spent $1,000, to get quality umbrellas , did not expect poor customer service 5/1 umbrellas arrived , 11 days later , color did not look anything like sample on website, so wanted to return 5/3 *********************** , not very helpful on what specific Returns process is or specific dates 5/5 Emailed customer service waiting on returns authorization from vendor - Patio living has No ownership of what they sold or the customer service, they are at the mercy of their vendor policies 5/8 ************************ No response 5/16 Emailed customer service Still waiting on vendor authorization. No proactive follow up on the problem or resolution from Patio living at all youre on your own. Furthermore, that did not stop numerous emails from Patio Living asking me how my experience was, at least 6 emails so far 5/25 still no follow up from Patio Living 35 days into the process the sun is beating down 5/30 - patio livings want $500 in fees to return $1,000 worth of goods - Patio living does not returns this is a tactic to discourage returns. dont order from patio living to avoid this returns nightmare

  

  Business response

  06/01/2023

  Good afternoon,

  I am writing in regards to your recent request for a return and your concern regarding the restocking and shipping fees associated with this process.
  At Patio Living, our primary goal is to provide the best possible service to our customers while also upholding our company policies and procedures. In order to cover the costs associated with processing and facilitating the return of the item(s) in a condition in which they can be restocked and sold, we do have a restocking and return shipping fee policy, as most companies do. This policy is outlined in our return policy advertised on our website and is clearly stated at the time of purchase.
  We understand that paying restocking and shipping fees can be frustrating, but it is a necessary part of our return process due to the costs associated. However, we do see that there was an unusual delay in receiving the *** and processing of your return. While this was likely due to the busy nature of the lead up to Memorial Day, the delay was still unacceptable. While we cannot reduce the return shipping fee, we are happy to reduce the restocking fee and absorb half of that ourselves. This would reduce the restocking fee to $149.40. Since we were not able to facilitate samples and an exchange due to the nature of the item, we would also like to offer you a $100 gift card to use for your future purchase.
  We will follow up with an email through our regular correspondence channel with this information as well. Thank you for your understanding and we look forward to assisting you with your next purchase.

• Initial Complaint

  05/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  we purchased a table for $7,000.00 almost a year ago. we were told 5-6 weeks . It has been almost a year and we still dont have our table.We have been told time after time after time how its delayed yet there website has always said 5-8 week lead time. we placed our order the first week of july 2022. now that same table is listed on their website for $2,000.00 less.it also says it ships in 2weeks.i feel i am getting scammed. i paid in full $7,000.00 last july with nothing to show.i want the discounted sale price if we are actually even getting the table because i really feel like i have been scammed.my wife has called several times and keeps being told someone will get with her by the end of the day . no one has yet to call her leading me to believe even more we are being scammed.if this is not a scam then this company should def be doing something to make this right.

  

  Business response

  05/31/2023

  Good Afternoon,

  I am writing in regards to your recent email/call regarding your recent experience with our company. I understand that you are upset, and I want to sincerely apologize for any inconvenience or frustration that you have experienced.
   At Patio Living, our primary goal is to provide the best possible service to our customers. Please know that your feedback is important to ** and we take it very seriously.
  I see that you have been in contact with ******, our **************** Operations Manager. After reviewing your order and partnering with the vendor, we were able to provide you a discount for your order in the amount of $800 as compensation for the delays and your frustration. A check for the refund will be mailed to you. You should receive this check within **** business days. We appreciate your understanding and patience in regards to the manufacturer delays and look forward to providing you with future excellent service.

• Initial Complaint

  05/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased a nightstand in early March. It was delivered but not unboxed. When we unboxed the entire bottom of the nightstand collapsed. It was obvious that it was severely damaged. It has been almost 2 months, many emails and phone calls and they still can't tell me when they will pick it up. I get the same line "we are waiting for the vendor to reply."

  

  Business response

  05/15/2023

  Good afternoon,

  I apologize for any frustrations this has caused. As of this morning, our claims team emailed you advising the carrier has been contacted for pickup of the nightstand. They will be reaching out to you shortly. We have refunded you in full. Please allow ***** hours depending on your banking institution for the refund to appear in your account.

• Initial Complaint

  05/15/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Good morning my name is ***************************** and I placed an order with **** Decor and per my receipt below you will see that **** charged my card for a 7ft x 1 bag but once the order was scheduled for delivery they sent me a receipt indicating it was for 7ft x 1 bag cover which was never indicated on my order and not what I ordered.If you look below the first two attachments are letting me know what I have on the way and it states a 7 ft x 1 cover but if you look at my order with the last two attachments, it will show you the bag not a COVER. I would like to receive the 7 ft x 1 bag I was promised to me and not a bag cover Please help me with this situation.******* ************

  

  Business response

  05/15/2023

  Good afternoon *******,

  After taking a look into your order, you placed the order with the vendor not **. We are a third-party vendor that sells ***** however you need to create a new BBB and has ***** as the retailer. 

  Customer response

  05/15/2023

   
  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

  05/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered light fixtures from luxedecor.com on December 18 and December 27 of 2022. The total amount that luxedecor.com charged to my credit card was $8,801.65. When the lights that I ordered were not delivered on the date promised, I sent numerous emails to luxedecor.com, and I also called the company numerous times to request status updates on my order. In April of 2023, Luxedecor.com claimed that the lights that I ordered were accidentally delivered to their ******* office instead of to me, and they claimed that the boxes would be picked up and shipped to me. When I still did not receive the lights that I ordered, I contacted luxedecor.com and offered to pick them up from their ******* address myself, but luxedecor.com refused to give me the address where my ordered was located. And they never shipped the lights to me. I never received the lights that I ordered. On May 5, 2023, I contacted my credit card company and filed a fraud claim against luxedecor.com

  

  Business response

  05/08/2023

  Good evening ******,

  We are working with the vendor and the carrier to locate your lights and deliver them to you as soon as possible. We are working on gathering more information and will reach out to you very soon. I am sorry for any frustrations this has caused you. 

  Customer response

  05/09/2023

   
  Complaint: 20024934
  
  I am rejecting this response because: the lights that I ordered in December were supposed to be delivered by March 22nd. It is now mid-May and I have not received any of the lights that I ordered. The vendor called me today and claimed that they cannot locate all of the lights that I ordered. The vendor is either unreliable or running a scam. I want a full refund. I do not trust this vendor and will never do business with them again.
  
  Sincerely,
  
  *************************

  

  Business response

  05/11/2023

  Good afternoon ******,

  We sincerely apologize for the shipping complications you experienced with your order. We are issuing you a full refund. Thank you for your understanding and your business with us.

• Initial Complaint

  03/31/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  On 02/26/2023 I purchased on-line four chairs (Forever ********************** Wicker Alabaster Swivel Rocker Lounge Chairs) from Patio Living; order #******; shipping was free but I did choose an option at an additional expense: "Room/Patio of Choice + Light Assembly + Packaging Removal" for $250.00. At the time I placed my order I requested: "To be delivered to deck on back of house and assembled there."When carrier arrived with chairs he would not deliver to deck as I specified on the order; only would place in garage which required me to park my car overnight out on the street till another individual who would assemble could be scheduled. (Prior to delivery, ******* had contacted me to advise that they do not assemble and I would need to contact Patio Living to arrange for assembly); not a seamless experience. This necessitated a couple of emails with Patio Living to get individual scheduled to come assemble; meanwhile my car had to be parked out on the street.When individual arrived and opened boxes, he and I discovered no assembly required; he did take some of the packaging with him, but not all of it.Because no assembly required, I requested from Patio Living a credit; but I only received a credit of $50; subsequently I requested escalation as $50 not fair compensation since assembly not required. Management denied my request. I believe that I should be credited for more than just $50 as in essence, I was charged $200 when chairs were not even delivered to "room/patio" of choice; no assembly was required and not all of the packaging removed. Plse need your assistance in resolving this matter so that I am fairly compensated/credited for a transaction that Patio Living did not fulfill.Thank you in advance for your time and efforts.*****************************

  

  Business response

  04/13/2023

  Good afternoon. *************** to your concerns regarding your recent delivery. I apologize for any inconvenience or frustration the delivery may have caused you and I would like to assure you that we take this matter very seriously. At time of check out, you chose white glove service for the delivery type for $250, which provides the unboxing of the items, light assembly, and packaging removal. Unfortunately, your order was shipped by the vendor with a carrier that does not provide white glove service. To best assist you and fulfill the white glove delivery you paid for, we scheduled a service to provide the white glove service. The service rep did complete unboxing/unpackaging but then advised the chairs did not require light assembly. We are also aware the rep then only removed part of the packaging rather than all. Since the packaging removal element of the service commitment was willfully unfulfilled by the service rep, we happily refunded you $50 of the service payment, the approximate value of said element. Again, we apologize for any frustration or inconvenience caused and look forward to making your next purchasing experience with us excellent.

  Customer response

  04/19/2023

   
  Complaint: 19879462
  
  I am rejecting this response because:

  Patio Living did not fulfill the requirements of the additional option I chose:  "Room/Patio of Choice + Light Assembly + Packaging Removal" for $250.

  Patio Living even acknowledged in their response to my complaint there was not any "light assembly" done. 

  Of the option chosen ("Room/Patio of Choice + Light Assembly + Packaging Removal"), Patio Living only completed some of the packaging removal.

  Plse note, I have no complaints about the individual who removed the packaging; he was polite and professional.

  However, Patio Living has charged me $200 to remove packaging for four chairs.  This is an exorbitant amount!  This is not  "a superior shopping experience" as Patio Living's website touts.

   To date, I have only been reimbursed $50 of the $250. I believe that I should be reimbursed at least an additional $125  since there was no "light assembly" - no installation of small hardware or any fixtures.  Nor was the delivery made to my "room/patio of choice".

  Thank you.
  
  Sincerely,
  
  *****************************

  

  Business response

  04/20/2023

  Hello *******,
  Thank you for your response, we appreciate your feedback and are glad to hear that the service person was polite and professional. Weve taken your view regarding the assembly element under further consideration. As the ******************* personnel do require payment in full of the quoted service, regardless of the level of execution required on the day, we do not usually refund for those elements. We do, though, understand your frustration with paying for a service in full that was only fulfilled in part. As such, we agree to refund you an additional $75, bringing your final refund to $125. We thank you for your understanding and look forward to serving you again in the future.

• Initial Complaint

  03/09/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchase a coffee table online from Patioliving.com on 12/28/22 with a 2 week lead time for the arrival. The table did not arrive within the time frame per the purchase so I called and spoke with customer service who explained the delay. The table arrived end of January. Once I opened the box, I discovered that the table was not as represented online so I contacted Patioliving regarding the table. On Feb. 6th They responded regarding the purchase and sent an email apologizing along with steps to start the return process. Once I completed the steps, I was informed that the return of the table would cost me shipping fees and a 15% restock fee. I responded repeatedly that the issue was that the table was misrepresented in all of the advertising. The top of the table was pitted and looked horrible. This is not what I purchased and not what they advertised. I received confirmation today, 3/9/2023 that nearly $400 was deducted from the price that I paid for the table due to shipping and restocking fees. This is completely unfair as if I had known the top of the table was pitted, I would not have purchased it. Please find included in this complaint photos directly from the website as well as photos that I sent along with my complaint and email correspondence to the retailer.

  

  Business response

  03/10/2023

  Dear *******,                                                                                                                                                                                             

  Thank you for reaching out regarding your recent return request, your concerns regarding the table you purchased, and your concerns regarding our return process and associated fees. As stated on our website in product overview features, this particular table is made of cast concrete, a material that uses pre-designed formwork into which the concrete slurry is poured. The concrete *** be reinforced to add additional strength to prolong the life of the structure of the product. Due to this process, there can be variations in the finished product, which is part of the very nature of the material. We do advertise the material as well as indicate that the table does have distressed finish elements. We are sorry that the materials appearance was not to your preference. Regarding your return, at Patio Living we have a standard restocking and shipping fee policy for all preference returns, which is outlined in our return policy and clearly stated at the time of purchase. We understand that paying restocking and shipping fees can be frustrating, but it is a necessary part of our returns process to cover the costs associated with returning the item and ensure that the item is returned to us in good condition. If you have any concerns or questions about our policy, I would be more than happy to discuss them with you and provide any additional information that *** be helpful. I want to ensure that you have a positive experience with us at Patio Living and I am committed to finding a resolution that works.

  Thank you for your understanding in this matter.

  Customer response

  03/10/2023

   
  Complaint: 19563268
  
  I am rejecting this response because:
  
  

  As stated in several emails this is unacceptable and has nothing to do with the materials.  This is more so your lack of transparency or inability to market an item in accord.  Just as I was able to take a photo of this item with a cell phone camera it is incumbent upon you to do the same!  Market a true depiction of what you are selling!  Several retailers sell tables that are similar that does not have this kind of flaw!  Again photos displayed were extremely clear and did not display this kind of defect.  It is horrible for a $1200 table.  I demand a full refund for this item!

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

  

  Business response

  03/15/2023

  Good afternoon *******,
  Based on the information and evidence provided by the manufacturer, they have determined that your claim does not meet the eligibility criteria. I understand that this may be disappointing, but I wanted to ensure that you have a clear understanding of the situation. The manufacturer has gotten back to us, and they have stated that the top will come out as "bubbly" as it is made from cast concrete, which would explain the porous nature. Given the disposition and review from the manufacturer this would be considered a preference return which we can facilitate but are subject to return fees. However, we also understand your frustration and so we would like to offer you a gift card of $100 for the frustrations you have experienced. We thank you for your business.

• Initial Complaint

  02/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a chandelier on Jan21, 2023. I never received any information back from this business as to the status of my order until I reached out to them two weeks later. They have given me dates and promised tracking numbers and daily follow up and none of it ever happened. They lie continuously about when the product will be shipped and refuse to refund. They have numerous complaints regarding this issue showing up all over the internet. Obviously they are not operating their business in a honest way.

  

  Business response

  02/17/2023

  Dear ****, I am reaching out in regards to your recent experience with our company. I understand that you are disappointed, and I want to sincerely apologize for any frustration you have experienced. At Net Retailers our primary goal is to provide the best possible service to our customers. In regards to your order, you placed your order 1/21/23 with us with an estimated lead time of 2-5 weeks. Your order shipped 2/16/23 which was less than 5 weeks lead time. We appreciate your business.

• Initial Complaint

  02/14/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We recently bought a Sofa and 2 ottomans from Luxedecor (Net Retailer LLC). Sofa was delivered and Ottomans are yet to be delivered. I think they will be delivered by End of Feb. We noticed on Luxedecor's website price for the Ottoman's dropped. I called Luxedecor for the price adjustment but they said its their policy that they dont adjust price for the items which are in the shipping process. I checked their website and there is nothing mentioned anywhere. Under the refund policy, only refund options and penalties are mentioned.We are not trying to refund the items(ottomans), all we wanted price adjusment. When we bought ottomans they were $535 a piece and not their price is $428. **************** ladies had no power to do anything. They dont have mentioned about price adjustment anywhere. All companies adjust price on items unless its an "as is sale" or "final Sale". We bought brand new product. So price Adjustment refund is our legal right as a consumer.

  

  Business response

  02/14/2023

  Good afternoon. Thank you for contacting us regarding your recent purchase and your request for a price match. We appreciate your loyalty to our brand and your interest in getting the best value for your money. After carefully reviewing your request, I regret to inform you that we are unable to price match the products you have purchased. Our company's policy on price matching has certain restrictions and limitations due to our vendors. Because of this and when you placed your order, we are unable to price match for the President's Day promotional. Please be assured that we do our very best to offer competitive prices and promotions on our products when we are able. We value our customers and strive to provide excellent customer service by offering high -quality products and services at fair prices. Thank you for your understanding and for choosing our company as your preferred supplier. 

  Customer response

  02/15/2023

   
  Complaint: 19402452
  
  I am rejecting this response because: Price Adjustment is our legal right as a Consumer; and we have not even received those Items yet. Not only that, their website or return policy page is not showing anything on the price adjustments. If they can't do it, then we will have to involve manufacturer (Caracole). I don't think our request is unreasonable.

  Price Protection/Adjustment rule says:

  Price adjustments, also called price protection, is a retail practice in the U.S. in which customers can obtain a partial refund of the purchase price of an item if they can show it on sale at a lower price within a fixed time frame.
  
  

  
  For reference please read: 

  ***********************************************(retail)#:~:text=Price%20adjustments%2C%20also%20called%20price,within%20a%20fixed%20time%20frame.

   

  I will provide actual code in the department of consumer affair's book soon.

   

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

  

  Business response

  02/23/2023

  Thank you for reaching out to us regarding your recent request for a price match. We appreciate your business and value you as a customer. We have reviewed your request carefully, but unfortunately, we cannot fulfill your request for a price match.We understand that price is an important factor when making a purchase and endeavor to assist customers in obtaining the best price possible at the time of said purchase. However, we also must maintain certain policies as a business in order to also meet the expectations and required prices of our vendor partners. When you reached out for a price match 19 days after placing your order, your items had already finishing processing and shipped per the shipping time frame you were provided when placing your order. As such, our vendor partner expected the pricing paid to be that agreed upon at the time of order and time of shipment. In order to fulfill the expectations of our vendor partner, we therefore do not guarantee price matching for customers on our website in any of our policies, including our terms and conditions. In order to deliver high-quality goods and maintain an excellent level of customer service, we do maintain a ****** return policy but as stated, do not guarantee price matching. We believe that both our prices and policies are fair and reasonable for the value that we provide.Once again, we apologize that we were not able to meet your expectations and for any inconvenience this may have caused. If you have any questions or concerns, please do not hesitate to contact us. We appreciate your understanding and look forward to serving you again in the future.

• Initial Complaint

  01/25/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Order #****** was placed on November 11, 2022. Full payment of $4,368.38, was made at that time. Order has not been received to date, over 2 months later although initial order said items would ship within 2 weeks. I would like delivery to my home, in the rooms desired, unboxed and debris removed for no additional fees.

  

  Business response

  02/01/2023

  Good evening,

  I am hoping to address your concerns regarding your order. Our company is a broker therefore we do not manufacture the products we sell. All the information and specifications regarding products, lead times, ect are provided directly by the manufacture. This means that we do not have control over the production process, shipping times pr product specifications. Because of that, as for the estimated shipping date, at the time the order is placed, an email with order confirmation is sent, which includes approximate lead time for the order. Please be aware, all our products are custom made and shipping dates are only estimated and can change based on product availability. Once the order is accepted by the manufacturer, we will send you an updated approximated ship date if its different from the original date that was communicated during order confirmation. After you receive the updated ship date, you will have 24 hours to make changes/cancellations to your order via contact us link. If the order is not cancelled, we will proceed with production of the order. All orders in production are subject to restocking fee. 

  We are currently working with manufacture to find out when your order is scheduled to be picked up by the carrier. Once we have this information, we will reach out to you immediately to provide you further details. I understand this maybe disappointing to hear however we are going to do our very best to gather this information for you as soon as possible.  We appreciate your business and your patience. 

*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. ↩