ComplaintsforUnlimited Furniture Group, Inc

• Initial Complaint

  08/30/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We purchased a couch from Unlimited Furniture in July from a picture on the website.They charged $2598.00 to our credit card in advance of the delivery.When the couch arrived it was cheap quality and did not match the picture online.We refused delivery. Unlimited furniture claimed that this would be our refund - Here's the calculation of the refund amt:Restocking fees: $2598 x 30% = $779.4 Round trip shipping: $337.17 x 2 = $674.34 Total cancellation fees = $1453.74 ********** =$13 Just $13.00?? How does that even make sense?

  Business response

  08/30/2024

  Dear BBB Team,
  
  We acknowledge that there was a mistake with the initially quoted refund amount. However, we would like to clarify that we have refunded the correct amount. ********* initially sent the refund calculations via ***, but due to *** character limitations, the message was truncated. She promptly sent a follow-up message with the correct amount. Unfortunately, the next representative, *******, did not see the revised ***. It was an honest mistake.
  
  Despite this oversight, we have processed a refund of $1,344.26. Attached below, you will find the transaction receipt for this refund, along with the *** confirming that we promptly corrected the amount after the initial error. We are happy to inform you that the issue has been fully resolved.
  
  Thank you

  Customer response

  09/04/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   I would like to take exception to the businesses response from this complaint because it WAS NOT rectified promptly and it took close to a month to get any kind of a proper response and refund.

  When I challenged the refund amount of only $13.00, they continued to say that that is it per their refund policy and kept sending their refund policy to me.  Over the course of almost a month they sent me correspondence stating the $13.00 amount at least 10 times.  Even a manager sent the $13.00 amount when I asked for a manager to review.

  This lengthy exchange went on for weeks and was upsetting and stressful.

  After all of their mistakes (they also called me and gave wrong delivery date which we had to change our schedules for), their incompetence with regards to multiple exchanges for more then 10 times stating the same $13.00 refund amount from the 2700 amount charged, they still only refunded ******* standing by hefty restocking fees.

  Further, I was never clearly informed of their significant restocking fees upfront or I would not have purchased from them.

  We buy a good deal of furniture with our 2 houses and I have never had such a terrible experience.  It seems like it is a front for taking people's money by delivering poor quality products and then not accepting them back without significant fees/penalties.

  Buyers should beware and be warned of this company and their scam practices.

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Customer response

  09/05/2024

  Responding to your request regarding what I was advised regarding refund policy,  I was not made aware of their refund policy, just told to refer to website for additional information.

   

  They stated multiple times to look over furniture upon arrival and refuse if damaged but I was never made aware that they don't take their own furniture back without significant restocking fees.  If I was made aware of this stipulation I would not have purchased from them.

   

  Complaint ********  I could not see where to respond to the request for additional information on when/how I was advised about refund policy.

  I was not.  It was done in an underhanded way and they kept stating refund only 13.00.  They did not refund anything until BBB was involved!!

  They do not operate as a legitimate business and others should be aware.

  Business response

  09/06/2024

  Dear BBB,
  We are responding to Complaint #********. The customer has stated that she was not refunded any money and was told she would only be refunded $13, but our records show she received a total refund of $1,344.26. Attached is proof of the full refund issued. Also attached is proof of the text message where the response was cut off due to character limits. We promptly sent the correct refund amount afterward, which is highlighted in the attached photo. This was sent on 8/9/24 which was prior to the BBB complaint being filed on 8/30/24.
  
  The customer also mentioned not being aware of our refund policy. Our policy is clearly outlined on our website and was communicated during the purchase process. We advise customers to inspect their ******************** upon delivery and inform them of restocking fees if returns are necessary.
  
  We processed the refund before the BBB's involvement and have addressed all concerns with the customer. Attached are the relevant documents for your review.
  Thank you for your attention.

• Initial Complaint

  08/07/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Placed an order for 4 piece bedroom set in march 2024 for ~2500. Upon receiving it, 2 pieces were damaged. Contacted merchant - agreed to send replacements. Replacement pieces delivered a second time, and again severely damaged. Contacted merchant again, as now am concerned with safety and quality of products. This 4 piece bedroom set was for a newborn nursery that was due in May. It has been very difficult dealing with merchants customer service. I informed them of my concerns and expressed that I do not wish to receive any more replacements and would like a full refund on my order. I asked to return the 2 items already received as I cannot keep an incomplete set however, they are forcing me to pay return shipping costs and restocking fees. It is august now, and my baby is 3 months old. I am in the postpartum period already dealing with many health issues for me and my baby and this has been stressful as I cannot find a resolution. It is not just that I have to cover costs for returning these items when the return reason is quality/safety concerns with their products and unable to fulfill my order in due time. Please help! I am willing to provide all the evidence needed. I have contacted merchant multiple times and it is exhausting. I have been dealing with this since February as my february order was automatically cancelled by them without any notification - come to find out that item was out of stock but they never informed me. Then I placed the order we are dealing with now in March. I tried to give them benefit of doubt and be patient but am concerned at this point. I am unable to upload photos - but I have all the communication threads including pictures that were communicated with merchant that I can send via email.

  Business response

  08/23/2024

  Dear ****** *****,
  
  I am addressing the BBB complaint filed under ID# ********.
  
  We have been in contact with the client **** ** ******, and have agreed on the following resolution:
  1. We will arrange for someone to pick up all items related to this complaint.
  2. Once the pickup is completed, we will submit a request for a full refund.
  
  **** has indicated that she will contact you to withdraw the BBB complaint once the pickup is scheduled. We are awaiting confirmation for the pickup schedule which should be on 9/2. We should know if that will be the exact date very soon. Could you please advise on the next steps to ensure the complaint is removed once these actions are completed?
  
  You can email me back at ********************************

• Initial Complaint

  06/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased a library on April 14, 2024. The website said that the item was in stock. They charged our credit card over $3000 for the library unit. We were expected to receive the library unit in one to two weeks. It has now been almost 2 months and we are now being told that it will be delivered in 5 to 8 weeks. We have had numerous phone calls and emails back-and-forth, and it has been incredibly frustrating that they falsely advertise delivery of their products. They make no attempt to resolve the problem and when you ask to cancel your order, they want to charge you a restocking fee, this company is shameful buyer beware

  Business response

  08/23/2024

  Dear *************,
  
  I am addressing the complaint filed by ***************************** under ID: ********, concerning the delay in delivering her Library Unit. We sincerely apologize for any inconvenience this situation has caused. Rest assured, we acknowledge that there has been a discrepancy between the advertised availability of the item and the actual delivery timeline. We understand the clients frustration and are actively working to fix this. If the Vendors say items are in stock so will our website. There seems to have been a miscommunication on their end which we have been figuring out with them to fix this issue moving forward. Given that the issue has been resolved and the client has received a full refund, we kindly request the removal of this complaint from the BBBs records. We appreciate your attention on this matter and please let us know if you need any additional information to process this request.

• Initial Complaint

  02/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a Caracole Roam Dresser from Unlimited Furniture Group, "UFG", order ********* delivered Dec 27, 2023 via Deliveright. The dresser was put in my bedroom and the drawers were inserted by the delivery men. The bottom drawer on the right side was out of alignment. The delivery men tried to fix the drawer, but I didn't like it. The delivery driver asked me to sign stating the items were delivered without issue. I said no, and I told the driver that I needed to contact UFG to tell them that there was a problems with the dresser. In addition, I discovered more issues with the dresser. There was damage in the top drawer corner edge, and the center alignment of the drawers were off. The delivery driver asked me to explain the issues re the dresser on his cell phone, which I did and then they left. I called UFG and told them about the issues with the dresser. I was asked to send pictures of the damage, and I did. I was contacted by *** *****, Customer Success Manager. I told her that I had not sign for the delivery and I immediately contact UFG to advise them of the damage that I discovered. She asked me what I wanted as a consolation. I told her I would accept a 30% discount. She said that was not possible. She said my claim was declined by the delivery service. I was taken aback by this comment, for I bought the furniture from UFG, not the deliver service. *** then stated that the delivery service showed proof I had signed for the delivery and had no issues. This was false and the signature on device did not belong to me. I sent her a copy of my ID, and it was apparent someone had forged my signature, which is a CRIME. It's been almost two months and I haven't received confirmation that a new dresser would be shipped to me. I haven't heard back from *** in over two weeks. For the amount that this dresser cost, I will only accept the 30% discount or a new replacement, which will involve removal and replacement of the previously delivered damaged dresser.

  Business response

  02/28/2024

  Dear **********,
  
  
  The customer placed an order for a dresser and two chairs under Order #********* on November 26, 2023 and received delivery of the merchandise on December 27. Upon delivery, the customer noted defects to the dresser drawers and submitted photos of the issues. We filed a claim with the manufacturer who approved a replacement dresser and will ship out once the original dresser is returned to their warehouse. 
  
  
  We deeply apologize for the inconvenience the customer has experiecend regarding this issue. Should she have further questions or concerns, we encourage the customer to contact our Customer Success Team at **************.
  
  
  Kind regards

  Customer response

  05/06/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

  I am still having issues with Unlimited Furniture Group, I would appreciate if I can get some assistance in resolving this issue.  I was advised by *** ***** that a new Caracole Roma dresser would be ordered from the manufacturer and shipped to my home.  I ask *** ***** if the exchange of the damaged dresser and the new dresser could happen at the same time, and she said no.  *** stated that it was their company policy to have all damaged merchandise returned to their wearhouse before a new item could be released for shipping.

   

  The damaged dresser was picked up approximately a week and a half ago.   Today, April 23, 2024 the same damaged was delivered to my home.  I had been advised that that I would be receiving a new dresser by *** with Unlimited Furniture Group and Deliveright Delivery service.  

   

  I have been given the complete runaround by Unlimited Furniture Group.  When I contacted *** ***** today to express my frustration regarding the insulting ploy that they attempted to pull by not delivering a new dresser (out of the box), but instead returning the same damaged dresser that they had retrieved a week and a half ago. 

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Business response

  08/23/2024

  Dear *****************,
  I am addressing the complaint filed by *************************** concerning the handling of her order for the Caracole Roma Dresser and the subsequent delivery of the damaged item instead of a new one. However, it appears there was a miscommunication or error in the process that led to the damaged dresser being delivered to her home again instead of the new one. We sincerely apologize for any inconvenience this situation has caused. Rest assured, I have personally looked into this matter to ensure that a satisfactory resolution is reached. Upon checking our records, I have attached ******* email confirmation that she is willing to keep the dresser as is for $1,000 discount.
  
  
  Rest assured, we have worked diligently to address the concerns outlined in the complaint and have taken the necessary steps to rectify the situation to the customer's satisfaction. As such, we kindly request that the BBB complaint be removed from our company's profile. We understand the importance of maintaining a positive reputation and value the feedback provided by our customers. Our aim is to ensure that all customer issues are resolved promptly and effectively. We appreciate your attention to this matter if there are any further steps we need to take to facilitate the removal process, please let us know. 

• Initial Complaint

  11/21/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On November 8, 2023, I purchased a pair of accent chairs for $3862.60 from the company via an online purchase. The items were listed as being "in Stock." Two days later on November 10, I received an email from a customer service manager ***********************************. who informed me that the "estimated delivery timeline was 4-6 weeks from the ship date." I was also asked to "confirm" whether I was "willing to wait for the order." I immediately atempted to contact them by phone and was unsuccessful, so I responded to the email the same day informing that I could not wait and that I would like to cancel the order. ************************ responded the same day to say my "request to cancel the order is acknowledge" and that I should "allow 3-5 business days for us to complete the cancellation process." Nine day later on November 19, there was still not a credit back to my card so I emailed Potenciano asking why. On Monday November 20, I received a call from a representative "*****," who asked "whether I still wanted my money back?" She could not give me a reason for the delay in refunding me and kept telling me she would try to see what she could do. She assured me she would call me back later that day and did not. Any attempts to contact the compay by phone has been fruitless as no one answers the phone. Additionally, my faith in the BBB rating system has been shaken as I noted that they have a A+ rating yet a 2 star rating for customer reviews and over 40 complaints against them. I m requesting a full refund and accrued interest. I have sinced purchased the items from another company with a delivery timeline that fits my schedule.

  Customer response

  11/28/2023

  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 and the matter has been resolved.
  
  Sincerely,
  
  *******************************
  
  
  
   
  
  

• Initial Complaint

  11/07/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I placed an order on August 21, 2023. At the time, delivery was expected approximately 4 to 6 weeks, sometimes less, usually not more. The order was over $2000 and was for TWO nightstands and ONE dresser. Things were fine at first and moving along on time. However, one nightstand arrived damage to the warehouse from manufacturer. That set the timeline back, which I didnt have a problem with. A few weeks passed without an update. Finally, on October 12, 2023, we received a partial delivery of ONE nightstand. It was partially damaged, but I accepted the delivery in exchange for a small discount. I then waited another week for the second portion of the delivery which was scheduled for October 20, 2023. That day, the remaining two items (ONE nightstand, ONE dresser) arrived. The dresser was fine but once again, the nightstand came damaged. We were pressured by delivery driver to keep the nightstand which we refused to do. I could not reach Unlimited Furniture because they were closed despite the fact that they knew that a delivery was coming to us within the hour. We denied the nightstand due to its damaged condition that same day, October 20th. Since then, there has been no attempt to redeliver the nightstand for us. I have checked in with a minimum of 5 phone calls and numerous messages. All I keep getting is a lukewarm apology telling me that Unlimited Furniture is working with the warehouse, are reviewing photos, and will keep me posted. I am always the one following up. I have made it abundantly clear that I will be out of town for a prolonged duration, and yet, there is still no urgency on Unlimited Furnitures end. They have now had THREE faulty nightstands - one which did not leave the warehouse because it was damaged, one which I chose to accept despite the damage, and the third one which I refused because of severe damage. They dont seem to be concerned with inconvenience or unprofessionalism. All I keep getting is run around. It has now been 11 weeks.

  Customer response

  11/08/2023

  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 and the matter has been resolved.
  
  Sincerely,
  
  ******************
  
  
  
   
  
  

• Initial Complaint

  10/06/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered a dining room table and eight chairs and a console piece in July 2023. I paid over $9000 for the items.They were delivered on Sept. 3, 2023. The young men who delivered the furniture spoke limited English and they used a translator app of their phones for communication. The console price that was $4500 had a travertine top that had hairline cracks on it. These were polished and buffed over but they were highly visible. I was told not to accept any damaged goods so I emailed the office and got no answer because it was a Saturday. The delivery guy was on his phone to his company , he said,and he told me that he noticed the marks when he picked up the piece at the warehouse but the was told it was part of the design! He also said that the piece would be changed (his words). After they left, I got a call from the delivery company that said he had not spoken to anyone there about this issue. I have been in touch with Unlimited Furniture for the past month. They are willing to give me a very small financial refund but will do nothing else as they said I should not have accepted damaged goods. I signed the delivery slip that the piece was damaged but no one in this whole process accepts any responsibility and I am expected to keep the damaged piece. The girl from unlimited Furniture said that I should just accept the amount they are offering and be done with it. She took over a month where she said she was working on fixing this but was denied at every turn, not so sure I even believe her. I even called the furniture manufacturer and they were of no help. Wouldn't even check out the order for me. This is the first time I have bought furniture on line and it will be the last. What a disaster!

  Business response

  10/19/2023

  Dear **************,
  
  
  The customer placed an order for a dining set under Order #********* on June 24, 2023 and received delivery of the merchandise on September 2. Upon delivery, the customer noted damages to the buffet and later submitted photos of the issues. 
  
  
  We filed a claim with the manufacturer for a replacement, however our claim was denied as the customer accepted delivery of the item when it is our policy (as well as the manufacturers) not to accept delivery of damaged merchandise as it waives the right to claim. Per our Returns & Cancellations policy (attached):
  
  
  Upon delivery, you will be asked to sign a delivery slip indicating that the order was received in good condition. Thoroughly inspect thefurniture prior to signing. In the unlikely event that any part of your order arrives damaged, please write damaged on the delivery slip next to the damaged piece(s). In addition, please take pictures of items in question and email them to ******************************** within 24 hours of your delivery. You can also use the support contact form located on website home page www.unlimitedfurnituregroup.com to upload images in the case you dont want to email them. Do not accept damaged furniture.
  
  
  As a courtesy for the inconvenience, we offered the customer a discount which was rejected, and offered a higher amount which she is currently reviewing. Should she have any questions, concerns or wish to discuss this matter in further detail, we encourage the customer to contact our Customer Success Team at **************.
  
  
  Kind regards

• Initial Complaint

  09/28/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  7/23/23: I placed order #********* for a dining table and buffet for $1875.44. I received a confirmation email stating the item would be delivered in 4-6 weeks. The care rep that handled my case is names ********8/1/23: Received email notice my order was shipped to warehouse.8/7/23: Received email notice that my order would arrive at warehouse early the following week.8/15/23: Received email notice that a replacement was being ordered. I was not given the reason for replacement nor the option to cancel. I had to ask for the reason. When I requested to cancel I was denied. I expressed concern that the item (specifically bought for an event) would not arrive on time. I was still denied.8/22/23: I received email notice the replacement was shipped to warehouse.8/30/23: I sent an email inquiring on a status update. I received response stating they shipped the item on 8/18 and they could not confirm an estimated arrival. A tracking link was provided but it did not work. *************************************************************** 9/8/23: My event had passed and I had not received the order or an update. I reached out via email to inquire when delivery would take place. I received an email reply stating she would look into it. She never followed up.9/12/23: I sent an email requesting to cancel for a refund. Expressed my concerns and informed this feels like fraud. She replied promptly proving this link as proof and said the item just arrived at the ***********************************************************************************/12/23: Received email inquiry on a good delivery date. I agreed to 9/15/23.9/15/23: I was provided instruction via email and phone to look the product other thoroughly and reject for damages. The product indeed had severe damage to both the table and sideboard. I rejected the whole order and it was returned with the delivery men. ******* confirmed via phone Id get a refund in 3-5 days.9/26/23: They refuse refund.

  Business response

  10/11/2023

  Dear **************,

  We deeply apologize any inconvenience this order has caused our customer and issued a full refund on 9/28/2023. Should she have any questions or wish to discuss this matter in further detail, we encourage the customer to contact our Customer Success Team at **************.

  Kind regards

• Initial Complaint

  09/15/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I placed an order with this company on September 12th. Their website clearly states " FREE SHIPPING FOR ORDERS $1299 AND ABOVE" and "We currently ship free of charge, throughout the continental *************. Shipping to ******, ******, and *********** is available for an additional charge, which is determined at checkout. International customers can make arrangements with a freight forwarder and we will ship the order to their US-based freight forwarder free of charge." I received a phone call this morning telling me that it would be a $600 shipping charge. I protested and they said that their manager authorized them to pay half but I would have to pay $300 for shipping or the order would be cancelled. I had no choice if I wanted my order. The attached invoice I received this morning also states that shipping is free.

  Business response

  09/28/2023

  To Whom It May *********************** customer placed an order for a bedroom set under Order #******** on September 12, 2023. Upon routing the order to our customer, we were informed by the carrier that the order would incur additional charges due to the weight of the shipment as well as the need to transfer to another warehouse for delivery to our customer. As a courtesy, we agreed to split the additional charges with our customer to fulfill her order. 
  
  
  Prior to checkout, we do include a disclaimer that some additional charges may be incurred due to the weight of certain items. Our D&P Charge Policy is listed on our site: *********************************************.
  
  
  Kind regards

  Customer response

  09/28/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  After my agreeing to split the cost of the shipping (although I protested their reasoning) they canceled by order!  No explanation was given when I asked for one.  It all worked out better for me because I found a source that cost less, would ship for free and deliver quickly.  I think it's dishonest when a company in the furniture business claims to ship for free and then tells the customers that the item is heavy and they want money for shipping.  All furniture is heavy!  Either shipping is free or it is not.  I understand the added cost when shipped out of the country, but this was not the case.  I don't expect them to do anything more then to be honest in their advertising.  My money was returned for the original purchase, but I was left to find yet another source for the bed.  I dealt with 4 furniture companies before I found one that actually stood behind their product.  

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

• Initial Complaint

  09/06/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I made a purchase of a dinette set and received the wrong chairs. I have repeatedly asked the company if they could get the correct chairs ordered. The company insist on making me responsible for their error and requesting that I keep the wrong chairs. I have also asked if they could possibly get the correct chairs that should have been ordered no response. I also made them aware that they could pick the *********. When I first made this complaint I received email notification that the invoice was canceled then they came back saying they want me to keep the chairs and offer me $200 dollars off of each chair. I made them aware that these are not the chairs I ordered and its not my error. I can provide all communication if needed including the original order with pictures to the sales representative.

  Business response

  09/19/2023

  Dear ******************,
  
  
  The customer placed an order for a dining set under Order #********* on March 17, 2023 and received delivery of the merchandise on June 6- the order was signed off as delivered inacceptable condition at the time of delivery by the customer (proof of delivery form attached). The customer later reported that he believes he received the wrong chairs as the color was different than expected, and sent photos of what was delivered. We forwarded the photos to the manufacturer for review, and they confirmed the color of the chairs match what is produced at their warehouse.
  
  
  As a courtesy, we offered the customer a refund of $1,716.98 for the inconvenience, however he declined as he stated he would prefer delivery of a new set of dining chairs. We would be **************** a new set of chairs however the color would be the same as what he currently has, as the manufacturer stressed that is the shade the customer currently has is accurate. 
  
  
  Should the customer have any questions to wish to discuss this matter in further detail, we encourage him to contact our Customer Success Team at **************.
  
  
  Kind regards 

  Customer response

  09/26/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   Hello, I have attached images of the chair that was ordered vs the chair I received.  I also have email communication with pictures attached to the sales representative that placed the order if needed.

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Customer response

  10/16/2023

  Good afternoon,

  
  Please see attached documents of the order that was placed vs what I received.  The chairs that I received were the wrong color.  When I spoke with the Sales Representative, he acknowledged this error and then I received an email notification stating the order was canceled.  Unlimited Furniture then came back and wanted to offer a discount on the chairs if I would keep them and told me they couldn't guarantee if they ordered the chairs again that they would be the correct color. 

  
  Thanks again for you help with this matter!

  
  Thanks,

  ***********;

  Business response

  10/27/2023

  We offered the customer a refund of $1,716.98 for the inconvenience, however he declined as he stated he would prefer delivery of a new set of dining chairs. We would be **************** a new set of chairs, however the manufacturer confirmed the color would be the same as this is what the customer ordered. The customer may also return the merchandise for a partial refund less restocking and shipping fees as outlined in our Returns & Cancellations Policy,
  
  Kind regards 

*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. ↩