ComplaintsforDarvin Furniture & Mattress

• Initial Complaint

  05/24/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  hello i bought a sectional from darvin on 6/9/2021 it was delivered on maybe the end of july or beginning of august to my mothers unused garbage to store until i moved into my new home on 8/27/2021 when i move in we set the sectional up everything was fine until around the end of November when the thread started to unravel in cause a opening in the couch i contacted them in early December it took them 3 additional month to respond in send someone out which in that case it got worse they reported back that the inspector that came out said it was due to abuse use remind you all my other couches is fine in tac no problem the didnt wont to fix or replace the piece so im asking they either replace it or refund me

  

  Business response

  05/30/2022

  Order placed 6/9/21 #*********
  Order delivered 7/20/21, We do apologize, the garage atmosphere may be the reason there have been issues. The temperatures and humidity may effect the performance of fabric, seams and framing.
  Dec 17th customer sent photo
  Dec 28 we emailed asking for more photos
  Jan 6 we received additional photos
  Jan 13th we opened a service technician ticket #*********
  Jan 19th we attempted to contact customer, our staff explained that they were calling from customer service and the customer yelled customer service not needed, and hung up on our staff
  3/18 offered compensation, customer refused, customer advised us she would be stopping payment on her credit card and hung up, we did call back and left voice mail in regards to compensation, we have not received any further communication via email or phone from consumer until this claim.
  As of this BBB claim we are still willing to offer the $75 that was originally offered in March.
  Attached I have included photos from claim
  *****************************
  E-Commerce Manager
  ******************
  *********************************

  Customer response

  06/01/2022

   
  Complaint: 17249426
  
  I am rejecting this response because:
  
  Sincerely,
  
  *******************************

  thats a lie they never attempted to contact me in january i had to contact them again they finally reach out in march they said they was gone order the stuff to repair the couch havent heard back yet 

  

  Business response

  06/02/2022

  My accounting staff reached out for a new credit card number to issue the $75 credit

  They have not heard back in regards to a new card number. The issuing bank used will not allow us to credit the original card used at time of purchase.

  Please contact *************************** ****************** with a new card number to receive the credit offered

   

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

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

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

   

  Customer response

  06/03/2022

   
  Complaint: 17249426
  
  I am rejecting this response because:
  
  Sincerely,
  
  *******************************

  I DONT WANT A 75 dollars credit to a couch that cost over 500 dollars i want it replace or FIX

• Initial Complaint

  05/24/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My son purchased a sectional sofa and it was delivered in very poor condition There were nails sticking out and the fabric was not tucked properly. The people coming out to look at it had the wrong address and my son asked for an afternoon appointment, and, when Darvin did not honor the request. After this run around we asked for $ for all the problems. Delivery said it was up to the repair people, talked to the sales person and they said it was up to the manager, the manager said it was up to the repair people. When the repair person came out, they had no idea what my son was talking about. We sent an email to Darvin's warehouse person ****** never responded back. We will never shop at Darvin again nor recommend them to anyone. Poor quality and poor customer service. Not the ********************** I purchased from years ago.

  

  Business response

  05/24/2022

  I do apologize we are unable to assist at this time. I have searched our system and can not find any order listed with the email address, physical address, name or phone number provided in this claim. I did notice that within the body of the complaint it list "your son". Please ask your son to file a claim if necessary with order details for further assistance. 

  Please have your son contact me with any questions or issues for further assistance

   

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

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

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

• Initial Complaint

  04/21/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In January 2022 I purchased a bedroom set consisting of a dresser and bed. It was delivered to me on February 15, 2022, it was set up and beautiful. Fast forward to April 4, my niece looked under my bed to retrieve something, she said Auntie it looks like some pieces of your wood attached to your bed fell apart from the base. I took a look, sure enough it did; I notified Darvin explained to them what happened and was instructed to send an email with photos attached, I did just that. On April 15, ****** responded requesting that I send her my receipt, I sent her the delivery document she stated thats not the receipt it and sent me details on the back of the receipt that states it was an as-is sale. I explained that I paid over $3,079.97 in cash at this store and its an as-is sale. ****** then said she could have a team come out and provide me an estimate to repair it, but I would be responsible for the actual repair. My issue is I was not informed by the salesperson that it was an as-is sale, nor was it written on my receipt. I had the furniture for less than 90 days and wood fell. Additionally, my last communication was with ****** on April 15, she has not followed up to schedule someone to come out. If this is how Darvin does business its unacceptable. I am requesting Darvin send a team out to repair my bed free of charge . I hope their customer relations improve along with their follow through.

  

  Business response

  04/22/2022

  1/29/22 customer purchased and signed contract (order *********), accepting terms listed, (see signed receipt page 1 and page 2 attached), stating this purchase was AS-IS NO SERVICE, NO REFUNDS, ALL SALES FINAL
  A deposit of $700 was placed on a Mastercard, the balance was financed for 12 months with ******** the customer turned down for credit and paid the remaining balance on a separate transaction the same day. The items were scheduled for 2/12/22 for delivery, (see attached signed page 3)
  2/10/22 the customer contacted our delivery service to reschedule as her home closing had been rescheduled. The date was changed to 2/17/22
  2/10/22 customer contacted us again to reschedule delivery date to 2/15/22 due to a doctors appt
  2/15/22 delivery was made and signed for in good condition,(see page 4 of signed documents attached)
  4/8/22 email was received from customer in regard to pieces of wood that had become detached
  4/13/22 our service associate ******* advised ****** to contact customer with courtesy service due to AS-IS purchase status
  4/15/22 ****** contacted the customer to go over AS-IS purchase and offer a courtesy service for any parts needed. ****** forwarded to our outside technicians. The service documents were printed and forwarded to them on 4/20/22
  The outside service will be contacting the customer to schedule a time to come out.
  We do not provide service on orders purchased AS-IS, we have spoken to and advised the customer of her agreement and advised we can offer a free courtesy service technician to advise of parts needed. The cost of necessary parts is currently unknown but the responsibility of the customer.
  *****************************
  *********************************************************
  ******************
  E-Commerce Manager
  Darvin Furniture

  Customer response

  04/27/2022

   
  Complaint: 17074781
  
  I am rejecting this response because: I was not informed verbally by the sales technician that this was an as-is sale. The writing thats listed on the back of the receipt; who actually reads that? At best it should have been written on the front of the receipt as well as being verbalized by the salesperson. I had this furniture less than 90 days; to no fault of my own the wood broke. If this is the way Darvin conducts business they wont ever get another red cent from me. Please know that I was post photos on all of my social media with the broke wood pieces and attachment to my bed letting everyone know where my furniture was purchased from. My dad really likes the recliner I purchased for my mom at the same time I purchased my bedroom set; I told him we will find a chair similar elsewhere. My brother remolded his home; he and his wife saw furniture at Darvins I informed them of what happened with my bed and the email response from customer service they wont be going there. Darvin clearly does not stand by their product.
  
  Sincerely,
  
  *****************************

  

  Business response

  05/04/2022

  Yes our receipts do list information the rear page, I am unclear why this is in your response, Please see 3 attached receipts, front side only, with your signature on each. Each of the 3 pages state AS-IS with each model number. The sales associate and cashier asked you to read over the receipt and sign that you acknowledge. Your signature is listed on the front page of each receipt that states AS-IS purchase. I have included 3 signed receipts with this response. Please note all items are marked AS-IS.
  Please note the attached receipts, the first receipt states AS-IS on all items and your signature on the bottom, the second page has your signatures and states you have read and understand and agree to the terms. The third page is a bit different; this page does contain the finance disclaimer as you were declined for the extended finance option. There are 2 payments listed to pay your order in full. Please all 3 pages are front side only and list AS-IS with each line item.
  *****************************
  E-Commerce manager
  ******************
  *********************************

  Customer response

  05/06/2022

   
  Complaint: 17074781
  
  I am rejecting this response because:I will locate my receipt to ensure that it was not added afterwards; additionally no one has followed up to send someone out to give me an estimate on repairs. I think Darvins shows preferential treatment to a select group of their customers 
  
  Sincerely,
  
  *****************************

• Initial Complaint

  04/14/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Received a confirmation text of an order to pick up at the Darvin location at ******. Order # ********* I called ****** and they advised that the order was in fact in my name and address and phone number. They transferred me to Orland store and they advised that a sales rep named *************************** made the sale without my authorization. I had previous fraudulent charge on my account on 12/29/21. I went to the store in February and they could not find the transaction. I faxed the dispute form on 2/7/22 and closed the account via automated system on 2/4/22. I called on 3/5/22 to file over the phone as I have not received a response from the fax. Case F105003 was created and agent advised this may take about 4 weeks to process. I received a letter regarding the December dispute stating that the charge was removed and confirmed my account is closed. Why is a sales representative able to submit an order without my consent on a closed account? The store advised that a **** was used, how can I confirm my information was not used for that charge.

  

  Business response

  04/15/2022

  3/22/22 Customer ********************************* of *********** made a purchase. The order was entered by sales associate *********************. He chose ******************************* also of ***********. The sales associate listed ANDRIANAs address from her license in a separate area.
  Both ******* and ********************************* have purchased with us in the past and both live in ***********.
  On 4/14/21 I spoke with ******* *** phone and found the issues. I cancelled and deleted the incorrect order and entered a corrected receipt for ********. An internal page that is not viewable on a printed receipt associated the correct ********.
  Funds that were used were from ******** and mistakenly listed under ******* by mistake.
  A copy of the original receipt, and a copy of corrected receipt is attached to this claim. We have taken precautionary measures to ensure that copies of customers identification will be taken at time of pick up as a new receipt is in place.
  We do greatly apologize for this mistake and have taken all measures to correct
  
  *****************************
  ******************
  *********************************

• Initial Complaint

  04/11/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Before placing my order with Rich, I previously text the store and asked for the description of the material of the sectionals which I was told to be 100% top grain leather everywhere the body touches and match on the side and back. I have text msg with descriptions. I spoke to Rich on 03/20/2022 and asked him again about the material of the furniture and he said the same thing that it was 100% top grain leather everywhere the body touches and match on the side and back. For that reason I completely trusted him and placed my order. I received my delivery April 09,2022. I was promised 100% top grain leather sectionals everywhere the body touches and only match on the sides and back. This sectionals are not 100% leather anywhere the body touches. I know that this sectionals are some type of bonded leather all around. After the delivery guys delivered my furniture they were in such rush they didn't give me time to inspect my furniture correctly I only quick glance and they left. I did my inspection of the sectionals after. I found a lot of damage on the sectionals all the seats have scratches with peeling , a really deep scratch on the sitting part of the seat that looks like a tiny cut and you can see that it's starting to peel. Most of all the seats have scratches and the beginning stage of the peeling process. Under the wedge seat its peeling very ugly. This sectionals are clearly not the material that I was promised. They are clearly not 100% top grain leather. I really was my full refund back for the amount of $6,256.71. I been calling the store and left msg for Rich he dosen't answer or call back. I was told the manager don't come back until Wednesday 04/13/2022. I spoke to a ***** that was very unprofessional to me and rude yelling at me telling me that there's no way of giving me my money back. I don't want this sectionals. Its only been 48 hours and this sectionals are showing signs of scratches and peeling its terrible I don't want them at all.

  

  Business response

  04/15/2022

  3/15/22 4:06pm customer texted us asking about model ********* advised leather everywhere your body touches and vinyl match on sides and back
  3/20/22 12:08pm customer texted us asking about model *********, we advised it is 100% vinyl
  3/20/22 1:28pm customer placed an order for model *************** advised she was waiting for refund from Value City
  4/9/22 order delivered and signed for in good condition
  4/11/22 customer texted us asking about *******, we advised leather everywhere your body touches is leather and vinyl match on sides and back
  4/11/22 customer left a message for sales associate Rich at 10:24am Rich did call the customer back when he arrived in ********************** at ******
  4/11/22 customer called to advise there are rips and tears in leather, customer is under the impression she was sold bonded leather, (this is leather everywhere your body touches and a vinyl on sides and back). We advised customer to contact service as this product has a 1 year guarantee or an exchange within 14 days of delivery if she does not like it. The exchange option is available with a 20% restocking fee and a redelivery fee. Sales associate Rich did call customer later in the day when he arrived and advised to send in photos to our service **** for assistance.
  If you would like to reselect, you are more than welcome to.Please visit the store or see your sales associate for assistance. I will waive the 20% restocking fee and allow for reselection within 14 days of delivery if you are unsatisfied with the product delivered. There is an authorization for replacement or reselect entered in our system.
  I verified with the factory, the product that was delivered is leather everywhere the body touches and a vinyl match on sides and back.This model is not available in bonded leather nor has ever been sold in bonded leather.
  After speaking with the customer and viewing photos we advised the above details. She said she will be in this weekend to confirm exchange of exact items or possibly switch to something that she may prefer. We are leaving this open to her choice.
  
  *****************************

• Initial Complaint

  04/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was not allowed to pick up my furniture after showing my ID. I was treated very bad.

  

  Business response

  04/13/2022

   I have looked through and verified the following details.
  12/26/21 order placed, **** payment was made
  3/29/22 order was changed and cash payment was made
  4/6/22 a gentleman came into our warehouse to pick up this order, we advised that the purchaser needs to be present, as his name and address did not match the information listed on the receipt
  Our receipt is listed to ***************************** of ******************************************************************* 60649
  The gentleman left our warehouse upset that we were unable to release merchandise to him as he was not listed on this order. We do however understand that woman do the shopping and many times their husband come to pick up. We advised him we could release if the address matched though. His address did not match the receipt either though. The gentleman advised his wife was outside in the truck and he would send her in.
  She proceeded to come in and show Identification but unfortunately the identification did not match. We advised we are unable to release orders/merchandise if identification does not match the receipt unless prearranged at time of purchase. We do have a fraud prevention policy in place to assure customers that we will not release merchandise to just anyone that shows up with a receipt. We and many other retailers ask for the purchaser to be present at time of pick up. Please understand it would be easy for anyone with a paid in full receipt to pick up someone elses order.
  I do apologize if you believe that you were not treated well. It is in your best interest as well as ours that we cannot release merchandise unless the identification matches the receipt.
  If I can offer any further assistance, please let me know
  *****************************
  *********************************
  ******************

• Initial Complaint

  03/21/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On July 4, 2016, I purchased a Restonic Windsor full mattress costing $602.53. Order #*********. For the past few months I have had back pains which I contribute to the extensive sagging in the center of that mattress. On Jan.13, 2022, my parents purchased another Restonic mattress for me costing $729.00 plus tax. Upon removing the old mattress, I noticed (per the tags) that it was manufactured in 2016. Thinking it may be under warranty, I researched Restonic warranty policy. I discovered my mattress- C 1 -has a 10 year warranty. On Jan.18, I filed a warranty claim on the Restonic site. On Jan. 19, I received a reply from *** at ****************** stating that Darvin directly handles all of the warranty issues. I immediately called Darvin and was connected to their *************************** I left a message to call me. On Jan. 28, I finally reached ****** in the In-********** I explained the situation to her. She responded that nothing can be done without an inspection. She would send an independent inspector from Premier Inspections ********* **** to view the mattress. I called her again on Feb. 7, stating I had not yet been contacted by Premier Inspections. About a week later, *************************** -from Premier Inspections- called to set a date to look at the mattress. I relayed to him that the old mattress was in the garage, as I needed- for my health- to sleep on the new one. He said that wouldn't be a problem. He inspected the mattress on Feb. 17. Not hearing from anyone in the allotted **** days,per Inspection customer info sheet,I talked to ******* at Darvin. She said my claim was DENIED. When asked on what grounds, she said that there was dirt on the mattress and the side strap was ripped, along with it not being inspected on the bed! I asked for a copy of the report and pictures.******* said they were only for Darvin. Doesn't sound like an independent inspection! What does dirt and straps have to do with support of the center coils? Sounds like a NO WIN warranty!

  

  Business response

  03/26/2022

  I do apologize for circumstances that have occurred. Darvin has limited access to the outside inspection service Premier Inspection.I understand your request for a copy of the inspection report but we at Darvin do not do the inspection and this request would need to be made directly through them.
  In regards to the results of this inspection: The inspector found that there were stains on the mattress, and a ripped handle. Please note in the attached signed receipt. It is recommended that you purchase a mattress protector to protect the mattress. You can purchase through another retailer but unfortunately you are responsible if the mattress gets stained. Stains of any kind void the factory warranty. Please see attached manufacturer warranty, page 2 that was not originally attached in your claim. We nor Restonic, nor Premier Inspection can offer exchange options due to stains that have voided the warranty.
  
  *****************************
  E-Commerce manager
  ******************
  *********************************
  

  Customer response

  03/27/2022

   
  Complaint: 16923053
  
  I am rejecting this response because: my main complaint is the extreme dip in the mattress center, which WAS NOT even addressed in the response provided by Darvin. The stain/soil on the mattress was due to it being housed in our garage for 3 weeks before someone came to inspect it. As I stated before, I could not sleep comfortably on it and therefore replaced it prior to inspection. Regarding the straps and stain... What do they have to do with sagging springs/coils in the middle of the mattress? It seems like they are citing trivial items in order to avoid honoring the warranty!
  
  Sincerely,
  
  *********************

• Initial Complaint

  03/21/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  In September of 2020 I received my furniture from Darvin. I spent roughly $4k through them and upon delivery I had missing cords and parts that did not work. So I had them mail them to me as I was not waiting weeks for a tech to come out when it was easy fixes. Now forward about 6 months and I then call to file a service inspection since one of the springs a recliner shot through the bottom of the recliner, waited about a week for someone to come out, he told me it was covered under the *** Warranty that I paid extra for. Told me he would come back in a week or two to fix it, never showed back up. A week later I had damage to my arm rest due to a seam rip that my dog ended up ripping open, mind you my dogs aren't allowed on my furniture. Darvin told me they would order the piece for me soon after I agreed to pay the cost just because I wanted it fixed. Waited about 4 months due to covid being busy on companies. Never heard from them. I get a hold of them after writing a negative review on yelp and found out no one ordered the part.Then as I talked to customer service after my Yelp review, I explained to them that my couch a little over a year old is losing leather in spots and has 3 out of 5 recliners that have springs shot through the bottom of them. Sent them pictures, everything. Completely ignored me. Then December 23rd, 2021 I received a call from a manager there who repeatedly apologized to me and told me a team would be sent out. Team never showed up. Part was finally ordered on Darvins dime for the arm rest. But ultimately in the end I just want my 4k back or my entire set replaced. For my family buying from darvin for over 20 years, I am truly disappointed at the lack of care and respect Darvin has for their customers.

  

  Business response

  03/25/2022

  7/18/20 ordered placed
  9/15/20 ordered delivered and signed for in good condition
  9/17/20 mailed cord in response to customer call, per customer mail part he will install himself
  9/25/20 cord was plugged in and customer contacted us again stating, the switch/usb is also in need of replacement
  10/20/20 mailed usb per customer request, he requested to install himself
  11/3/21 service created ticket with 5 year Protection Policy, not Darvin Furniture (outside service purchased through us)
  11/11/21 tech visited  home to assess broken spring, (when spring broke it caused damage,) we ordered spring casing and cushion
  12/16/21 we were notified of dog damage, notified customer that dog damage is not covered and he can pay Universal for replacement options ,(outside tech company for pricing of parts and install)
  12/17/21 customer was reached by outside company, Universal with a price quote of parts for pet damage, and also notified that Darvin will be paying for install of these parts as a courtesy
  Note: customer did not pay for parts needed with outside service
  1/28/21 we emailed for update on spring ,cushion and casing as related to service 11/11
  2/8/21 we emailed for update on spring, cushion and casing as related to service 11/11
  3/2/********** emailed us from overseas and stated parts are estimated to leave factory late March, this date does not include ship time, an average of 120 days ship time was quoted
  
  We have worked in conjunction with the Furniture *********************** and the Universal techs to coordinate service. The parts (cord/usb)were ordered and received quickly as our techs have parts on hand that they are reimbursed for.
  We are unable to cover pet damage. We offered the customer to pay for the labor of install providing he paid for the parts. Customer did not pay for parts, as a result parts were never ordered.
  We have photos of the items from 11/11/21. These photos do not indicate any color loss. Color loss is covered under warranty within the first year only. These photos attached dated 11/11/21 do not indicate any color loss.
  We are currently waiting on parts for the seat, spring casing and cushion. These items covered by the 5 year ************************* are estimated to arrive approx July 2022 due to delays in production and overseas shipments.
  If there are any other springs that have broken, these issues must be reported within 5 working days to the 5 year ************************* for coverage. Please see list of coverage in attachments.
  Darvin has fulfilled and stood behind our 1 year guarantee.We are currently and will continue to work in conjunction with our 5 year Furniture Care Protection policy company to assist in covered issues listed within the contract. In conclusion, we will follow up with the install of parts currently on order from overseas when they arrive. . If parts for dog damage are paid for with Universal, (the outside tech company) we will still offer to pay for the install as a courtesy to the customer.
  *****************************
  E-Commerce manager
  ******************

  Customer response

  03/26/2022

   
  Complaint: 16919140
  
  I am rejecting this response because:

  
  

  I currently have a voicemail from ***** at darvin furniture specifically telling me months ago that Darvin will cover the install and the parts for the dog damage.

  
  

  If I had to pay for a part regarding my furniture damage, why didnt darvin tell me so instead of telling me that they are fully covering the fix?

  
  

  Stacy's voicemail I will clearly send over if needed.

  
  

  The images I sent to her regarding color and leather loss, you can clearly see.

  
  

  Darvin told me on 12/23/22 that they were sending a team out to look at my furniture and they never did.

  
  

  So I am rejecting the response since Darvin clearly cannot get things straight that they tell their customers. Im glad I have proof, because this is ridiculous. I have been fighting with them for over a year now on issues.

  
  

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

  

  Business response

  03/28/2022

  I do apologize for the information previously received. I am limited to information in our system. As of 3/25 ********** has agreed to order the parts at no cost to you. These parts are for the dog damaged area of the left side facing arm.
  In regard to the loss of color. Leather is covered with both Darvin and the factory for 1 year due to defects. Loss of color over time is considered wear and tear.
  Darvin does not offer a return option. At this time I would like to offer an in store credit to reselect for the following items: sofa L4408S $1299.99 and loveseat L4408L $1269.99
  This offer is available until April 30th 2022
  If you choose to wait for the parts on order for items currently in your home, this in store reselection option will be voided.

   

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

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

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

  Customer response

  04/01/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *********************

• Initial Complaint

  03/15/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a dining room table from Darvin. We received the table and noticed it was damaged. The top part of dining room table is raised. I have reached out to them numerous times and no one is getting back to me. So quick to take my **** dollars. I will never buy from them again!

  

  Business response

  03/21/2022

  Order placed 1/9/22

  
  Order Delivered 2/23/22

  
  2/24/22 you texted us with a notification of the bump in your table, we advised the following

  
  ""It is important that we get your concerns about your claim directed to the appropriate internal channels. To file a claim, please email as many photos as possible to ********************************** include your phone number, customer number or order number in the subject line, as well as brief description of the merchandise issue. Please allow 14 working days for our Darvin team to respond to your claim. Responses are typically via email and may get caught up in spam folders on your computer. (Clear up close photos of item and tags are most helpful.)""

  
  2/25/22 we received an email regarding this concern

  
  2/25/22 we entered an exchange of defective table top and emailed a copy to you

  
  We do apologize for the delay but it is very common that emails get caught up in spam and junk folders, we suspect this was the case as we responded quickly to the exchange issue.

  
  3/1/22 you texted our sales **** and we advised the following

  
  ""Please allow 14 working days for our Darvin team to respond to your claim. Responses are typically via email and may get caught up in spam folders on your computer. (Clear up close photos of item and tags are most helpful.)"".

  
  3/15/22 we received a text message and scheduled you for exchange 3/19/22

  
  3/19/22 we exchanged the table top
  
  All details are listed above, we have already exchanged this table top and followed through. If you have any further questions or need assistance,please let me know
  
  *****************************
  E-Commerce manager
  *********************************
  ******************
  

  
  

• Initial Complaint

  03/03/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My husband and I placed an order for roughly $12K worth of furniture from Darvin in July of 2020. This furniture was delivered in September of 2020, and most of the pieces had some sort of minor damage. We were told to send photos to customer service, and they would coordinate repair. I sent these photos immediately. In between September 8, 2020 and February 5, 2022 when the repair person finally showed up, I received only a few phone calls simply stating that "the parts had been ordered", and that they were waiting for them to come in. When the repair person arrived on February 5, 2022, all of the replacement pieces were also damaged. My husband and I told him that we were interested in putting this issue to rest, and would just like a discount on the damaged pieces applied to our credit account with Darvin. He agreed to convey this to the customer service team, and said he would have them reach out to us. When I was contacted about this, I was offered a $50 Darvin gift card for the damage and the inconvenience. I have been waiting for A YEAR AND A HALF for resolution, and this is what they offer me. Insulting all things considered. I have attempted on numerous occasions to contact customer service, and I keep being told that a supervisor is going to get back to me. As of yet, that has not happened, and there is still no resolution. My husband and I are loyal Darvin customers - nearly every piece of furniture in our home is from there. We just want reasonable resolution on this issue and to have the price we paid for this furniture fairly adjusted in consideration of the damage and the inconvenience of pursuing this over the past year and a half. Here is a link to the damage photos: https://photos.app.goo.gl/y8QbaJviP5gJkXTKA

  

  Business response

  03/09/2022

  6/6/20 Order placed
  9/8/20 Order delivered
  9/21/20 We were notified of bubble in the Veneer on bottom shelf
  We were also notified of where the factory drilled the hole in the wrong area, new drawer and tracks required
  10/28/20 we followed up with the factory on parts order
  12/29/20 we followed up with the factory on parts order
  12/31/20 factory responded due to high volume there is a delay
  2/17/21 we followed up with factory
  3/9/21 we followed up with the factory
  4/12/21 we followed up with factory
  4/28/21 we received the shelf, emailed factory back for additional parts
  5/6/21 followed up with factory for additional parts
  6/1/21 followed up with factory for additional parts
  6/2/21 drawer received, no tracks
  6/17/21 followed up with factory for tracks
  8/21/21 followed up with factory regarding tracks
  10/5/21 followed up with factory for tracks
  10/22/21 contacted local rep for factory follow up
  1/19/22 emailed for tracks for follow up
  1/28/********* arrived
  2/5/22 service attempted; wrong parts received
  2/16/22 offered customer $100 to keep as is
  3/8/22 Our customer service manager has contacted the customer with a $300 credit offer which has been accepted by the customer. This credit is already in process of refund.

  
  We do apologize for the extraordinary long wait time for parts and service. We have worked diligently attempting to right this situation. This factory and many others are seeing unforeseen delays in production and shipping. Please understand we have made every attempt to stay on top of information with this factory. Thank you for your patience and acceptance of a $300 credit to keep the items as-is.
  
  *****************************
  *********************************
  E-Commerce Manager
  ******************

  Customer response

  03/10/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************************

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