ComplaintsforVNTG Home LLC

• Initial Complaint

  02/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  A consignment contract was signed May 27, 2023, scheduled to end in four months, on September 27. There were to be monthly updates given about the sale of 14 items. No updates were provided in writing. I began to call early August, only speaking to the receptionist. After my last call, an email was sent to the company rep, ***** ***********. ***** never responded. via phone or email. A check for $143.75 was sent to me dated Sept 25, but with NO invoice listing the items, if sold, or what happened to the item. I had no success trying to reach ***** and sent a certified letter December 13. The letter was refused, was returned to me January 25, 2024. Most were furniture items, in good condition. I have photos of each item. This company needs to account for each item covered under this contract. Were items shifted to any of the affiliated VNTG businesses? Were items used for staging properties under their control? Thank you for your assistance.

  

  Business response

  02/22/2024

  Dear ****** and BBB,
  Please find the details concerning ******** consignment and donation:

   The contract was signed on 5/28/23 and the furnishings were picked up on 6/2/23. See attached signed contract and manifest.

  The contract ended 120 days after pick up, 9/30/23. ****** did not request pick up or payment of the termination fee thus the unsold merchandise was donated to VNTG Home after the contract ended.  See contract section if your Consigned Items Do Not Sell: 
  If any of your consigned items have not sold after four months, either of the following can be chosen:
  (a) You release the item for donation to VNTG Home.
  (b) Within five business days after the end of the consignment term, you may pick up your items,
  with 48 hours advance scheduling with a $150 termination fee per item is applicable.

  
  By the terms of the signed contract, we are not obligated to provide monthly updates as ****** refers.  Please review the contract signed thoroughly.
  We have associates who work in the warehouse and who answer the phone who recall speaking to ****** and informing her of the sale of her products and that many did not sell.  12 items were consigned, 2 donated.   Of the 12 consigned, only 5 sold during the 120 day consignment period.

  
  Please find a full accounting of the items that sold and those that did not on the audit checklist for ****** attached.  A check for the sold items was sent to ****** and noted as received.

  
  ***** *********** did not receive a certified letter or refuse any certified letter.  We are open only 2 business days and 2 weekend days regularly, thus we do not receive mail at the warehouse located at **** ********* ******* ********* ** ******  Our mailing address is noted on our website at ** *** ***** ********* ******* ** *****.  

  
  None of the consigned items were used for VNTG Home staging services.  
  
  

  
  

  Customer response

  02/26/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  Regards,
  
  ****** *****
  
  
  
  
   

  Customer response

  02/29/2024

  On review, there were missteps from each party that contributed to a lack of communication. First of all, the contract was signed electronically by me, but not signed by VNTG. A copy of the contract with both signatures was not shared with me. This did not seem to matter. Otherwise, this is the contract I signed. Next, the manifest was never sent to me. I asked for it twice during the first month of the contract, speaking with receptionist Isabella. Her response was similar to, " I will let ***** know". The photos are accurate. The VNTG signer/agent was ***** ***********.

  The mailing address was not included in the contract; ******* email address was provided. I was unable to speak with ***** whenever I called, and I failed to review the contract for information on how to reach her. I relied on the receptionist to forward messages to her. I spoke with the same person, Isabella, each time. Finally, an email from Isabella to ***** was sent on October 26, 2023 asking her to contact me. I received a copy. It would have been helpful for the receptionist to advise/remind me to send an email myself.

  The contract states, pg 1, "an inventory will be maintained, and payment sent within 30 days of an item being sold". This was not done. Full payment was sent at the end of the contract. This means that no account status was shared for the full four months. My attempts to get information did not work. There was never a response from Megan. The contract states that I was to release unsold items. It was not clear if an additional signature was required. The postal service returned the certified letter (mailed December 13, 2023) on January 25, 2024. No mailing address was included within the contract.

  Discrepancies: 1. Five items were sold, which included a pair of floor lamps. Was the pricing for one, or both lamps? 2. I was told the german music box had sold. The manifest lists it as donated. VNTG record keeping needs a second look.

  This experience has taught me to question a contract more closely. I am requesting that VNTG provide the list of unsold items and the value of each item for the duration of the contract period. I will forward the email generated on October 26, 2023. Thank you

  Customer response

  03/15/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

  I also have a list of the items donated, and VNTG confirmed each item. I am asking for this information in a simple statement or letter. Not a new request, but an extension of the request. This is new information obtained when I researched how to report this donation to the IRS. There are two notices, Publication 526 and Publication 561 that outline steps. The business needs to provide a list of items, and the value, on their letterhead and signed by their agent. 

  Regards,
  
  ****** *****
  
  
  
  
   

• Initial Complaint

  01/13/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I consigned my table that had an MSRP if over $2000. I called to say I wanted to come pick it up and was told it sold and the check was going out Monday. That was over a month ago and 7 phone calls ago. They refuse to call back. They STOLE my table!! A TOTAL rip off joint that takes peoples items and doesn't pay when there sold.

  

  Business response

  01/14/2023

  Please see correspondence sent to ******* today, 1/14/23.

   

  ******* ****
  **** ****** **
  ********* ******** ** *****
  ************
  ********************
  
  
  *******,
  
  
  I am terribly sorry the management of your account was not handled properly.  I have personally audited the journey of your table and have found the following:
  
  
  1.  It was contracted on 6/20/22 for $600.
  2.  The table was prominently featured on the first section of the warehouse dock area from the point of receipt.
  2.  It was sold on 9/17/22, 89 days after the contracted date.
  3.  The aged price at that point was $420. 
  4.  Contractually the items can have an additional 30% discount applied to the aging price which would allow for a sale of $294.  
  5.  The associate who sold your table did not record it as a consigned sale and sold it for $99.   The sales associate was relieved from service very near the date of sale. 
  6.  You were told your table had sold and were receiving a check.  Based on the lack of process accountability the associates told you what was the truth,   when checks would be sent.  That said, the monthly consignment check filings did not include your table as it was never systematically recorded as a consigned item sale. 
  7.  In addition, consignment processing was delayed during this time period.  My mother passed away and I was away for an extended time to be with her and support the funeral planning.  
  
  
  TODAY,  a check will be mailed  to you for $210.  (We have not charged you the content management fee recognizing your difficult experience.  We have also rewarded you full consignment fees with no additional discount).  This represents the  full amount due to you based on the date of sale.  It will be addressed to you and mailed to the address listed above. If you prefer it sent to another address please let me know via response to this email.   
  
  
  We do work very hard to maintain a proper record and retain talent who operate professionally.  In this instance we let you down even after many attempts from you to rectify.  
  
  
  I am a small business owner and work tirelessly to operate with seemingly constant challenges in procurement of staffing and the corresponding challenges of the economy.  
  
  
  I would sincerely appreciate your consideration in removing your negative posts.  It would mean so much to me and the team members who work so hard to satisfy customers and clients.
  
  
  Please accept my sincerest apologies. 
  
  
  *****

  Customer response

  01/19/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  ******* ****
  
  
  

• Initial Complaint

  04/13/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  On January 9th, 2022, my husband and I purchased a sectional sofa, two upholstered chairs, rolling ottomans, and some pillows from VNTG. Prior to checkout, we pointed out a broken leg on the large section of the sofa. ***** told us their repairman, Mo would fix it prior to delivery, not problem. We payed approximately $1,200. After multiple contacts, furniture was delivered on January 29th. My husband, **, was home for the delivery and noted (also on paperwork he signed) that the leg on the sofa was still broken. Also, noted a leg on backwards on one of the chairs. He was told at that time that Mo would come to the house to repair it. As the weeks went on, we left voice messages, talked to multiple employees, including ***** with no answer. Eventually, ***** called me on March 24th offered me a $100 store credit and put me in contact with *****, a new furniture repair employee. He was set to repair the furniture on April 5th. However, when I confirmed his time, he told me he was no longer employed by VNTG. ***** told me she would reach out to him to see if they could still have him come out and she would pay him directly. I never heard back. I then requested a refund. ***** told me on April 6th that Sarah would reach out to coordinate a resolution. I have not heard from anyone at VNTG since that time.

  

  Business response

  04/18/2022

  I, ***** ***********, owner of the company contacted this customer after seeking to understand what happened from our team members.  It appears our team did not respond with a solution satisfactory within a reasonable timeframe.  We are rectifying this by the end of this week.  A furniture repair talent has been deployed either Thursday or Friday, April 21 or April 22.  We have texted ******** to confirm a convenient time for his arrival.  She has not confirmed yet.  

  She agreed repairing the legs of the custom furniture she paid for was satisfactory via a phone conversation on Friday, April 15 2022.  

  We are quite sorry this happened and are working to resolve with urgency.

   

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

   

  Customer response

  04/23/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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 **** were able to work with my scheduled, coming to my house on a Saturday to do the furniture repair. ***** also helped us with optimal furniture arrangement and gave us lots of advice. Overall, very satisfied and willing to do business with VNTG again.
  
  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. ↩