Complaints

• Initial Complaint

  10/24/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On October 15, 2022 we bought a living room set (2 couches and coffee table) however the sofas were very hard & cracked on the inside. I asked if I can return the couches and table and get a refund and they denied. The sofas are completely horrible and they said we would get a new rug and it was an old one they had on displayed which goes against what they originally had said.

  Business response

  11/16/2022

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

  Thank you for bringing this matter to our attention. We are sorry for any inconvenience that you have experienced. 

  With regards to the issue that has been brought to our attention, please allow me to explain what has occurred. The customers visited our business, with interests of purchasing a living room set. I explained that we had a "50% off" going on and I would be happy to walk them through their options. The customers expressed interest in a set of couches and a coffee table. They sat on the couches, willingly liked it and chose the set. The set on display was brown - and I explained the "50% off" deal applies to merchandise we currently had on hand. However, the customers expressed their interest in the couch but in a black color. I agreed and went ahead and ordered the same couch set on display but in the black color, brand new, from the company. With the purchase of the couch set & coffee table, I offered them a free rug, which I had on display, hung on the wall - and allow me to emphasize that the rug is brand new, never used and in pristine conditions. 

  When it came to discuss the delivery of the merchandise, I explained we offer a delivery service of charge to their home. However, the customers said they will not be opting for our delivery service and that they would pick up the merchandise on their own. I explain then and there that whatever may occur during the delivery of the merchandise is their sole responsibility. They agreed - and we went ahead with the purchase. I placed the order of the couch set, specifically for the customers. When it arrived, I gave them a call informing them they can come pick it up, as they had agreed to do. A gentleman arrived on his own, we again explained that he is taking sole responsibility of delivering the merchandise in his own vehicle to their home. He agreed - we kindly assisted the gentleman in packing the brand new couches straight from the company, to his vehicle. In addition to the couches, the coffee table and new rug were also placed in the vehicle as well. It was up to this instance that I was certain all merchandise was in pristine conditions and the responsibility of the merchandise has been passed on to the customer. Had the customer opted for our delivery service, we would have been responsible for the delivery of the merchandise to their home - which was not the case.

  Several days after, we received a call from someone who did not identify themselves in any manner - simply asking if we accept returns. I said no we do not. The following day, I again receive a call from someone who again does not identify themselves in any manner - simply asking if we accept returns. I again said no we do not. I genuinely had no clue who was calling and simply answered as I would to any potential customer. After several days of these ambiguous calls I received the BBB complaint. 

  I am sorry this has caused you inconvenience, however to state that the couches are "hard" is unfair as the customer willingly tried the couches in store and willingly chose them. To say the couches are "cracked on the inside" is also unfair, as I ordered them a brand new set from the company. As a sales manager, I check all merchandise I order and I can assure you the couches arrived in pristine conditions. I have also not received any images from the customer of said damages, nor had I been in any communication with the customer of said complaints prior to this complaint. I wish we were able to at least speak, rather than call anonymously, to engage in healthy conversation. The rug, which I offered to them free of charge, was also a brand-new rug which, yes I had on display, but hung on the wall avoiding from getting step on by anyone.

  With regards to actions I can take - I would appreciate to engage in conversation with the customer of what has occurred, being that we have not spoken since the purchase. With regards to any damages that might have occurred during the delivery process, I would like to emphasize that being that the customers opted out of our delivery service, any damages are their sole responsibility. We hope this has clarified the concerns that have been brought up. 

  If you have any further questions or concerns, please do not hesitate to contact us.

  Sincerely,

  *************************

*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. ↩