ComplaintsforMango, LLC

• Initial Complaint

  11/28/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 11/26/2022 I went in shopping for a coffee table and found one that I liked. I went to the register to see about purchasing at which point they asked if I had shopped here before to which I replied, "No, this is my first time." The employee, Jessica, kindly took my license to enter all my information into their system. She then explained the cost breakdown including their 15% sale and my military discount and told me the final amount of $555.76. She then stated, "swipe your card when ready," so I swiped my card. Then she asked if I wanted a printed or emailed receipt to which I replied email and said "speaking of receipt- what is your return policy?" She paused for a second then replied "All sales are final." I was immediately uncomfortable with this situation ESPECIALLY given the fact they did not disclose this information on their own or BEFORE TAKING MY MONEY. It should also be noted- there is NO sign warning customers of this policy (see picture below). Time on the receipt is 12:05pm. An employee of theirs took the table and loaded into the car for me. On the drive home I continued to feel uncomfortable about the situation so when I pulled into the driveway before even removing the table from the car I called them back to ask for an exception and let me return the table immediately for a full refund. Call was at 12:46pm. I spoke with Donna who stated she would ask the owner and call me back. She called back at 12:56pm stating the owner is refusing to refund my money but I can return the table for in-store credit. Donna also confirmed that they do NOT have a sign stating all sales are final and agreed that they should change that. She informed me that the policy is listed on the receipt, which is true, to which I responded that on the receipt is too late considering that is AFTER a card is ran. I immediately drove to return the table to which they took back and the receipt for my account credit is timed at 1:31pm.

  Business response

  01/19/2023

  Business Response /* (1000, 5, 2022/11/30) */ The customer purchased a table from us on 11/26/22. As with any transaction, Jessica went through the steps to add the customer into our system and went through a sales breakdown of discounts and totals. The customer in fact asked Jessica and another sales associate at the end of the transaction what our return policy is and Jessica replied "All sales are final." The customers response before she walked towards the table that our warehouse employee was pulling to the front for her was that her husband is deployed and made a comment about being 12 hours apart and finished with a statement saying she was going to ask him for forgiveness instead of permission and then walked away to load her table. The customer did not at that time make any requests to cancel the transaction or ask if there were any options before she left with the table. After leaving, she called the store and spoke with one of our sales associates, Donna, who called the warehouse to explain that the customer called requesting to return the table. The request was made to the owner, who was aware that the customer had been told all sales are final before leaving the warehouse with the table. He offered to let the customer bring the table back for a store credit if returned in new condition. When the customer returned with the table she stated that Donna told her she could return the table for a store credit and then the customer suggested to Jessica and another sales associate present that we make a sign that states our policy for new customers. Our warehouse website and sales/quote receipts state all sales are final and the customer was made aware of that before she left the business with the table. Consumer Response /* (3000, 8, 2022/12/02) */ (The consumer indicated he/she DID NOT accept the response from the business.) As a consumer- I was not made aware of the return policy in order to make an informed decision. They never stated that I could receive a refund if I didn't leave the store. If that option was given- I would've 100% said okay- give me the refund. Instead, I called 30 minutes later before even removing the furniture from my trunk to ask the transaction be voided and I receive a refund. They have an obligation to be transparent BEFORE charging a customers card. A policy on the receipt is AFTER money has been taken.

• Initial Complaint

  09/29/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I purchased a sofa for $1300 in April of last year. It took several months for to sofa to arrive and by the I had already bought another sofa. They would not refund my purchase and when I tried to pick up the sofa in September 2022 they want to charge me $320 in storage fees. I feel that this is extortion and request that they release the soda I have already paid for to me.

  Business response

  11/28/2022

  Business Response /* (1000, 8, 2022/10/10) */ Mr. ****** purchased his sofa 5/3/2021. The item arrived in September of 2021. He was informed of the backorder status throughout the waiting period. During that waiting period we offered a loaner while he had no furniture. He was required to pay delivery to his home and back to our warehouse and keep it in good condition. He refused to pay for the delivery back to our warehouse. The loaner was returned ruined (we have pictures). The chaise cushion casing was so stained that we required a replacement casing. As far as the sofa he purchased, our receipts note that all sales are final. Mr. ****** was made aware of our storage fee that is charged after 2 weeks of holding and gave an initial payment ($46.55 on 3/2/22) to an associate and told her he would set up a delivery before the end of the month that he paid for and never followed through. He then neglected setting up a delivery for his sofa and called 6 months later. The charge ($320) that was requested was for 6 months of storage (that he was aware of). Mr. ****** was extremely difficult to deal with and was asked to only communicate via email with the store manager after being rude, disrespectful, and using profanity with our staff on multiple occasions. We are able to provide any information/pictures/emails that you need to proceed.

*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. ↩