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Complaint Details
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Initial Complaint
06/18/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I tried to reach out the company but have not heard back. I have the lighted tiki fountain and recently the lights and fountain have both stopped working. I would like to get this fixed as soon as possible. I have only had this tiki fountain for 4 monthsBusiness response
06/18/2024
Thank you for your inquiry -
We have checked our records in our system, and we do not find an order for this fountain under your name or phone number.
We will need more detailed information such as the order number so that we can investigate the situation further.
Thank you.
Design Toscano
Customer response
06/18/2024
Complaint: 21866361
I am rejecting this response because: this was purchased through a store and I was told I had to go through the manufacturer which is this company
Sincerely,
*****************************Business response
06/26/2024
Thank you for your response -
Most of our sales are done online and we do not have any Design Toscano retail stores, but could be being sold in a store that purchased wholesale from us.
Please provide more details regarding the order - such as the store name and location - and provide any additional documents regarding the purchase such as receipt, pictures of the item etc.
Thank you
Customer response
06/27/2024
Complaint: 21866361
I am rejecting this response because:I have attached an image of the fountain. This was purchased at ******** I remember, they had difficulty scanning it at check out and was suggested to me that it was possibly a returned item from either another store or online. Please allow me to send this to you to either get repaired or replaced.
Sincerely,
*****************************Business response
07/01/2024
Thank you for the update -
We do not sell our items in ******* stores and only online-
Possibly this was a return by a ******* customer who purchased on-line and returned to the store which should not have been done. It may have been a return because of an issue with the fountain.
Please provide a receipt for the purchase and as a courtesy we will provide a replacement with only a charge for shipping costs which you will have to cover.
Upon receiving the receipt, please provide your phone number for contact so that our customer service department can reach out to you.
Thank you.
Business response
07/15/2024
We will contact the customer directly from our customer service department to verify information.
Thank you.
Customer response
07/16/2024
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
11/01/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
Bought a roof top dragon after reading about the company on their Web. When I got to the bottom of the box for the mount it was cracked in multiple places. Also already was repaired in a few spots by the factory (overseas). **************** was rude and laughed at my concern. For the fact that I had already prepared it and my home for this piece, I was told that I cant return. I have never had a company be so disrespectful to me before. I guess this one just doesn't care. Cs was supposed to get back to me but never did.Business response
11/03/2022
Thank you for contacting us regarding the issue with the item quality.
We resolved this customer's issue with the 50 % discount as she requested prior to receiving this BBB complaint.
Please consider this issue resolved.
Thank you
Design Toscano
Customer response
11/05/2022
Better Business Bureau:
Although It was $50, NOT 50 %. 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
09/12/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
August 22, a $1300 item arrived from Design Toscano. It arrived shattered, and I didn't accept delivery. I took video of the inspection and photographs and sent these to Design Toscano, who confirmed that the item was on its way back to their warehouse. They would not issue a refund, and did not bother to let me know that. They may claim that they did, but they did not (though later someone did email me saying that they SHOULD HAVE told me before that they wouldn't be able to refund the item until they had it back). They said they would have it back in their warehouse on September 6th. It's now the 12th, and not only have they not issued the refund, they have ignored two successive queries from me wherein I ask why it hasn't been issued.Business response
09/12/2022
Thank you for the inquiry and the opportunity to respond to this situation.
We apologize for the lack of communication from our customer service department-
We did respond to the two emails received on Sunday 9/11 today and the refund has been processed as of today. However this refund could take ***** to process depending on the credit card used for the order.
Thank you
Design Toscano
Initial Complaint
08/04/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I purchased a statue from this business a year ago and stored it in my garage for the winter protected from the cold and snow. This spring I unpacked the statue to find that it was severely cracked. I telephoned the firm and was told by a representative that their merchandise is only warranted for sixty days and there is nothing they could do. No attempt was made to resolve my issue with the defective merchandise, I was simply told that it was "unfortunate". I replied that such a response was unacceptable, and was directed to go to a hardware store to buy a product that repaired resins. So much for service after a sale, and standing behind the products they sell. It leaves the customer at a loss to receive just compensation.Initial Complaint
06/30/2022
- Complaint Type:
- Customer Service Issues
- Status:
- Resolved
I placed an order with OVERSTOCK.com Overstock unbeknownst to me sent my order to their Marketplace Seller which is Design Toscano **** the ******************* called me the week of 6/13/22 and stated that my order will arrive 6/30/22, RL called again on 6/27/22 and stated they have no ideal where my order was. I called Design Toscano *** who has not responded to my previous emails and has not given me a tracking number, they were unhelpful and could not give me answers as a consumer what am I suppose to do? I have spent over $1000 and have not got what I paid for, UNFAIRBusiness response
07/11/2022
Thank you for the inquiry-
We do feature our items on the Overstock Marketplace but all our items are advertised as Design Toscano items. Overstock is responsible for the financial transactions of their Marketplace and for notifying us of any customer service issues. ********************** is responsible for shipping the item to the customer and addressing any issues on the customer might encounter.
On June 30th we received notification on the customer service portal that there was an issue with delivery of one of our items, we immediately contacted the freight company responsible for delivery and opened a case with them, after a few days of research they notified us that the freight delivery was lost. We updated the Overstock portal on July 5th letting them know the freight was lost and to refund the customer. If the customer hasn't received their refund they need to contact Overstock directly as they are responsible for the financial transaction.
Attached are copies of the information given to Overstock.
Thank you
Customer response
07/12/2022
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. However Overstock never directly informed me, and they have lost a customer Terrible Customer Service
Sincerely,
***********************************Initial Complaint
06/22/2022
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
I have repeatedly asked them to stop sending me their catalogs, they say they will stop, but continue to send them.When I just now called, they hung up on meBusiness response
07/05/2022
Thank you for the inquiry -
We do not find this customer in our mailing database under ***************** or *************************** in ************ ** - I have sent the image of the catalog to our marketing department to see if they can figure out why customer is receiving catalogs -possibly a recent move.
Unfortunately we are unable to read the account number that is printed on the back of the catalog from the image sent to us and that would be helpful to solve this issue.
We do not want to send unwanted mail to customers and we apologize for any inconvenience caused by receiving this catalog.
However we will do our best to resolve this issue -
Initial Complaint
05/23/2022
- Complaint Type:
- Order Issues
- Status:
- Answered
I made two separate purchases from Design Toscano for 2 Large colored Peacock Statues but the paint was defective exposing the resin body beneath. On May 10th, 16th I made several emails to the company and have been communicating with representative *********************. To date I have received no more responses from the company. Order numbers are: ************************ Peacock Statues Cost $199.00 plus tax and shipping.Business response
05/31/2022
Thank you for the inquiry.
We apologize for the delayed response as we were waiting for additional information from the customer.
Our customer service department as resolved the issue by issuing two call tags to pick up the items and a refund will be processed once they are returned
Thank you
Customer response
06/01/2022
Complaint: 17244906
I am rejecting this response because:
Sincerely,
***********************Business response
06/21/2022
I answered this complaint some time ago- the resolution was for us to send prepaid call tags to the customer so that the items could be returned and a refund issues.Customer acknowledged the receipt of the tags and we have been waiting for the return of the items so that we can issue a refund.To date the items have not been returned so consequently no refund has been issued.I will issue a refund today for the items to close this complaint as we are company who has been in good standing for our customer service practices and with the ******************** and do not want to risk our standing even though the customer has not returned the items at our expense as agreed upon.Thank you***************************VP Customer OperationsDesign Toscano1400 *******************************, ** 60007********************Customer response
06/21/2022
Complaint: 17244906
I am rejecting this response because: The business stated that they would issue a refund to my original credit card number used for the purchase. However, that credit card account is closed so I wouldn't get the credit upon return of the defective items.The Design Toscano company stated that my bank would credit the refund to the old account number. I checked that with my banking institution, and I was informed that would not happen. the refund would be redirected back to the company. I requested the company to issue me a refund by company check and the company refused to comply.
Sincerely,
***********************Business response
06/27/2022
Thank you for the inquiry-
The items have been refunded in full and the transactions have processed. If the customer has closed their account the bank will transfer the refund to their new card or provide payment to them.
The transaction ID's are as follows:
821405555701180575 and ****************** both processed on our end on 6/20/22 and both marked as approved, the refund could be delayed due to the closed account. If for some reason the transactions are rejected we will receive notification from our credit card processing company so that we can readdress the issue.
Thank you
Customer response
06/29/2022
Complaint: 17244906
I am rejecting this response because: My financial institution claims they have not received the alleged total refund! The Design Toscano business alleges that the total refund was issued on June 20th, 2022, however as of June 29th, 2022, NO Refund has been credited to my account...
Sincerely,
***********************Initial Complaint
05/11/2022
- Complaint Type:
- Order Issues
- Status:
- Resolved
For my order SGRACXXNG30875, The package arrived and was completely empty. It wasnt damaged or tampered with. It looks like shipper error and Im very disappointed. Please refund me. The company is saying they have to do a ***** claim but that won't help. I spoke to them and they are saying it is the fault of the business. Either way, I do not like being thrown through hoops. Please refund me. Also, I did not keep the box as I didn't know I had to keep an empty box. I also am not home during the day. So please refund me.Customer response
05/12/2022
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
12/22/2021
- Complaint Type:
- Product Issues
- Status:
- Answered
Toscano made these walking sticks that have since fallen apart.I've tried to contact them since where I purchase them ************** directed me to maker if I had a problem with them. I have not received any kind of response from Toscano regarding an exchange or refund. I am seeking a full refund.Business response
12/30/2021
Thank you for the inquiry -
This order was placed on our **** store and we checked messages and did not find any notification that there was a problem with the item the customer received.
Our walking sticks are more decorative in nature and not meant for daily use as noted with the following message of "this decorative walking stick is not weight bearing and is not intended for orthopedic use.
We will issue a full refund to the customer in the amount of $102.90 and hopefully this resolves this complaint.
Thank you
Design Toscano
Initial Complaint
12/04/2021
- Complaint Type:
- Delivery Issues
- Status:
- Resolved
! ordered a cooking 4-burner flat top gas grill propane fueled restaurant grade- HT2404334 from https://www.2L1.ccBusiness response
12/17/2021
Thank you for the inquiry
This item was not ordered from Design Toscano nor do we sell any items of this nature.
This is a fraudulent company located in ***** who is listing our headquarters information on their customer service page to steer customers wrong. We have received several complaints about this company and others who are doing this type of thing and we have reported that to various agencies.
The customer should contact the payment method company that they used to pay for the item and report them as fraud and ask for their money back.
Design Toscano has done the following:
We have reported the site to ****** as a phishing scam - https://safebrowsing.******.com/safebrowsing/report_badware/?hl=en
We have reported the site to ********* as a phishing scam - https://www.microsoft.com/en-us/wdsi/support/report-unsafe-site-guest
We have reported the site to Norton as a phishing scam - https://submit.norton.com/?type=URLThe customer should report the following:
Fill out an Internet Crime Complaint form - https://www.ic3.gov/Home/FileComplaint
Send an email to the hosting company reporting the website. The hosting company can be found using - https://whois.domaintools.com/. In this case they need to email Enames abuse address ***************Thank you
Design Toscano
Customer response
12/22/2021
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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Contact Information
1400 N Michael Dr Ste A
Wood Dale, IL 60191-1084
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Get a QuoteCustomer Complaints Summary
14 total complaints in the last 3 years.
1 complaints closed in the last 12 months.