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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
11/09/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I purchased a door handle through DoorCorner.com of which Discount Home Furnishings is a provider for. I was able to talk with someone at Discount Home Furnishings and told him of the problem of my door handle and they sent me a small inside mechanism of the door handle, thinking that was the problem. It did not help the problem so I called back and they sent me what I thought was a new door handle and knob. I tried the "new" set and that too displayed the same problem. I called back to discount home furnishings to let them know that I was experiencing the same problem as before. I also let him know that the door knob does not appear to be new as there are three points of damage on the outside of the knob. I explained that I would not be able to rule that out as a variable considering it appears to be used and/or defective. He continued making excuses for the damage on the doorknob saying that it could have been damaged during manufacturing. He also explained maybe the outside is damaged but not necessarily on the inside. I told him that this could be the case but that I could not rule out that the door knob was not defective (again). His resolution was to send me back to DoorCorner. I explained to him that when I entered the order number in their DoorCorner.com link that it shows my husband's order is outside of their return policy. He could not provide a phone number to talk to a person. Again he did not have any sense of urgency regarding my worry about getting my problem resolved. I explained to him that he could make sure that the handle set he was sending me was new and I could send him the two broken door handles and knobs to him for inspection but he had no comment regarding my solution and after asking him for further help, he would not help me get in touch with door corner (even though they work directly with him). Now I am stuck with a handle set that doesn't work properly and a company who has no interest knowing why.
Business response
12/12/2022
Hi, my name is ******* ****** I will be the one handling the response and any correspondence for the case in question. Bear with me as I explain the story from Discount Home Furnishings' perspective. Bear in mind that there was no requirement for us to have attempted to solve this without correspondence from **************, per our warranty policy. We are two separate entities and this was not a warranty issue. The original complaint was that ********'s installer had scratched the knob upon installation of the product. We attempted to correct the issue and eventually sent her what was an entirely new handle set free of charge. She was still not satisfied and decided to open a complaint with BBB when, in reality, she never placed an order with us at all. We tried to help, out of the goodness of our heart but why, when it didn't satisfy her, did she decline to contact the company with which she placed the order? I would love to see her satisfied but our company policy dictates that we are not allowed to issue refunds to individuals that we have never received payment from. I apologize for any inconvenience and I hope that she will eventually reach out to the appropriate party. According to her letter, I would assume it would be ***************Customer response
12/12/2022
** ******* ****** ** ******** **** ***** ********* **** ********** ** *** ********** ********* ** *** ***** *** *** ****** ** ****** ******* ****
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
******** ********
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Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.