ComplaintsforCalico Corners

• Initial Complaint

  09/23/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  This complaint is for failure to respond to multiple polite attempts (in person, by email, and by phone) to resolve a warranty issue. On Saturday, Jan. 29, 2022, I visited the Calico store in Alexandria to request warranty support for failing premium springdown cushions on one piece of a sectional, order #********, March 30, 2016 . Associate, Kathy, asked me to email the store with details on the problem as the manager was gone for the day. I followed up by email on Feb. 8, 2022 with a copy of the purchase receipt and photos to illustrate the issue--a large gap between cushions and we fall between them when we sit on only this one custom piece of the set. I received no reply to my email. So, I returned to the store in late February and the manager again was not available. The other associates said they couldn't assist without the manager but they took a message with my details on the note pad with carbon copies by the phone. Two weeks later when I got no reply, I called again; the store manager got on the phone and wished me a Happy St. Patrick's Day which was irritating with the ongoing delays. I politely asked if she could pull up my email from February to schedule needed service on my furniture. She assured me she saw the email and would have someone contact me to come to the house to inspect the failing cushions. Still, no call. In April 2022, I again returned to the store and was told the manager was on vacation. I left a message again at the store because the associates said they couldn't schedule the visit the manager promised to me by phone without her present. I waited over another month and phoned again. Associate, Kathy, who I had spoken with multiple times, remembered me and said the manager would have to call me back. I received no return call. I called again in June and politely voiced my frustration at their unwillingness to honor the product warranty, which cost me a premium. I left a message with their corporate office-no reply. Please help.

  Business response

  10/13/2022

  October 11, 2022 
  

  Dear *** *******, 
  

  This is to confirm receipt of complaint ID #******** submitted by *** ***. Below is our response to the complaint. 
  

  Upon review of the complaint filed by *** ***, Calico has been notified that one of our upholsterers had previously attempted to reach *** *** to which they had not received a response. 
  Calico will be sending *** *** a certified letter indicating that she will have 60 days from the date of the letter to contact the Old Town Store Manager, Kisha K************ to schedule an in-home appointment. This will be a mutually-agreed upon appointment with *** ***, Ms. K************ and a Calico upholsterer to inspect the cushions and have them fixed at Calico's expense. 
  

  Calico apologizes that this has not been resolved in a timely manner; however, we will accommodate the request to correct the cushions. 
  

  Please contact me directly if you have any further questions. 
  

  Sincerely, 
  Michelle M***** 
  Calico Store Operations
  

  Customer response

  10/19/2022

  [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 ********.  I look forward to receiving the certified letter inviting me to contact the store manager for an appointment to inspect the cushions. However, I must be absolutely clear that I dispute ever being contacted by an upholsterer to set an appointment.  I received no such call.  

  
  

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

• Initial Complaint

  08/18/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On June 2, 2021 I dropped off materials with a previous employee - ***************** - for a project to be finished for an outdoor seat pad cover. **** took the materials and processed the order and stated she would let me know when the merchandise was ready to be picked up. The project took unusually long to complete with no updates by anyone on what or why there was such a delay. On Augu 4, I contacted the manager ********************* to ask for status. ********************* said on Aug. 4 she would get status on the merchandise and contact me in the next day. She did not. I called her back on Aug. 6 and she said the upholstery laborer would drop it off the upcoming Wed, Aug. 11 and it would be ready anytime to pick up. I went to the store on Aug. 17 to pick up the merchandise. ********************* states she cannot find the merchandise and that she will ship it to me by *** **. At 4:39 p.m. the same day the manager texts my phone (unauthorized) to state they "found the slipseat" cover and asking what I want to do.

  Business response

  09/10/2021

  September 10, 2021 
  

  Dear *** *******, 
  

  This is to confirm receipt of complaint #******** filed by ***** *******. Below is our response to this complaint. 
  

  *** ******* placed on order on April 24, 2021 to have an outdoor seat cushion recovered; 
  the timeframe for the custom product completion is four to six weeks. 
  

  On April 29, 2021, the store contacted *** ******* to request that she drop off the cushion so that Calico could proceed with the order (the fabric had been received). The store did not receive the cushion from the customer until June 2, 2021. The store confirmed with the workroom to proceed with the order on July 11, 2021. 
  

  *** ******* contacted the store the last week of July regarding the status of the order; after confirming with the workroom, Ms. T***** notified the customer that the cushion would be available for pickup in the store after August 4, 2021. 
  

  The customer came into the store on August 17th and was told by Ms. T***** that they were unable to find her completed product. Unfortunately, the customer left the store before the staff was able to in fact locate the completed project in the storage area of the store. 
  

  As is customary for Calico, Ms. T***** tried repeatedly to contact the customer; however, she was unable to leave a voice mail on *** ******s' cell phone because her mailbox was full. She then texted the customer to inform her about the store having her product. 
  

  Calico offered to have the product hand-delivered to the customer the same day; however, she refused this complimentary service. She requested to have the product sent to her via ******* *******; Calico has confirmed that the customer received the package on Friday, August 20, 2021 at 11:52am. 
  

  This was clearly an oversight on Calico's part in which the store did receive the product and was just unable to locate it on the day in which the customer came to pick it up. The store took care of the final balance of $58.00 to compensate the customer for her time and frustration. 
  

  Please contact me with any additional questions. 
  

  Sincerely, 
  

  Michelle M. 
  Calico Store Operations 
  

*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. ↩