ComplaintsforLexington Overstock Warehouse

• Initial Complaint

  12/11/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I purchased a bedroom suit from Lexington Overstock and I called to cancel the order because it was past the ETA. I was told I would not have to pay the 25% restocking fee because it was late and I had called. Someone from customer service contacted me saying I would have to pay the 25% restocking fee. After multiple text back and forth they are refusing to give me a full refund. I called yesterday to initiate my refund and I spoke with *** and he said I would get the full refund and I should receive it in a few days. I now today have received another text from customer service saying it didn't matter what I was told that I still have to pay the fee. I have asked for the notes on my account twice but they refuse to give them to me saying they are for internal use only.

  Business response

  01/12/2022

  Business Response /* (1000, 5, 2021/12/14) */ We work on an all sales final basis. Consumer purchased online. Mrs.******* called in to us days after confirming their online order, wanting to cancel. Unfortunately we cannot just cancel an order since we do work on an all sales final basis. For the few occasions we do, there is a 25% cancelation fee. Consumer agreed to keep the order until all items arrived in
. Customer was messaged when all items arrived in & then stated that they wanted to again cancel. Further correspondence with customer stated that since we work on an all sales final basis there would be a 25% cancelation fee. Customer refused to respond to us after numerous messages sent & reminding the items were still in & reserved to them. It was & still is in the managements discretion & decision to keep the 25% cancelation fee. Regardless of what associates may or may not have verbally stated. Expectations were clearly set with customer from management. Customer was refunded 75% of funds paid. Consumer Response /* (3000, 7, 2021/12/16) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have had multiple conversations with several associates/management and I get a different story. I have tried to cancel my order 3 times and I was told I could cancel and not pay the fee because the arrival time was outside of the ETA I was given. Now that it's time for my refund they are saying I owe the 25% restocking fee which I specifically asked about when I was canceling the order. This has even gone as far as me being told I would get the whole refund and it would be processed in a few days to the next day getting a text saying I would not get the refund. I have also requested the notes on my account several times and they refuse to release those which is a red flag because my account, my money so why not my notes? If the notes backed up what they are saying then why not release them. If the notes were taken correctly then it would be in there how many times I called and that I was told I would receive a full refund. I've been lied to and this company took over $700 from me which is not acceptable from a business. Business Response /* (4000, 9, 2021/12/21) */ In response to the customer, we do have the notes saved & backed up, however they are internal notes for our company purposes Only (hence why they are internal). We have record of correspondence with the customer on 06/27 stating they wanted to cancel (only about 3 weeks into their wait). After we explained to the customer there would be a 25% cancelation fee she decided to keep the order as is & stated "Well I'll just wait for them to come in & then I'll re-sell it." The next note is when we contacted Mrs. ******* to inform her, her items had arrived & were ready for pickup. She then wanted to cancel (not before the items arrived, but now after they arrived). Majority of that text correspondence was with management & it was clearly explained to her that now wanting to cancel after the items had arrived in & getting full refund would not be something we could accommodate. We sent several messages to Mrs. ******* that we still had all her items & did not get a response from her. Further correspondence (months later, after initial text conversation) was with an associate which did not have the authority to waive said protocols that were already clearly laid out for Mrs. *******. We work on an all sales final basis. For the few occasions we do allow cancelation, there is a 25% cancelation fee. When her information went to our accounting dept. they seen the previous notes about the text conversation & where expectations were clearly set. Customer was then contacted & re-informed that she would not be getting her full refund. This was, is & will continue to be the decision from the management team at Lexington Overstock Warehouse.

• Initial Complaint

  11/27/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a table in august. Immediately after getting it home I seen damage. I believe the damage occurred when the 2 young boys just basically dropped it from the loading dock onto my utility trailer. They then moved all the boxes around to fit. When I called I was promoted to send a text which I did. Followed up weeks later for them to say ****** denied the claim ok! This isn't a warranty issue the is a Lexington over negligence issue. So you are responsible not them. I have text messages basically saying they don't care they are not doing to help and I'm just out all my money and still have a broken table

  Business response

  01/12/2022

  Business Response /* (1000, 5, 2021/11/30) */ We work on an all sales final basis. We do not accept returns or exchanges of any kind. We do not carry any warranties with the product however we do honor all manufacturer warranties. We give every customer of ours the opportunity to inspect the items to their satisfaction before signing for them. After which time we cannot be held liable for how they transported or handled. We will help assist in loading of items however we do not strap anything down or provide any straps. We take great care of the items before & during inspection & while loading as if it were our own. We did everything we could do to help & assist Mrs. ******* however there are no replaceable parts that we could get as the claim has been denied. Consumer Response /* (3000, 7, 2021/12/01) */ (The consumer indicated he/she DID NOT accept the response from the business.) They damaged my table while loading and it's their responsibility to make sure our items are now damaged. So many reports of them doing this to customers and this is not fair Business Response /* (4000, 11, 2021/12/09) */ "They damaged my table while loading and it's their responsibility to make sure our items are now damaged.So many reports of them doing this to customers and this is not fair" - You signed attesting that you received the items in mint condition. We cannot be responsible for damage that occurs during customer transportation and installation.

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