ComplaintsforPotomac Furniture Company Inc

• Initial Complaint

  01/31/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  On 8/19/21 I purchased a recliner. It was paid for in full as was the delivery fee plus most importantly a premium on the delivery fee due to the distance of delivery. It was understood the chair would be held until our new house was built and it would be delivered there. I called to arrange delivery on 1/28/22. I was told by Dustin (last name unknown) that not only could I not have a specific date nor week of delivery I could not even be guaranteed a delivery month. This was not by any means made clear at time of purchase. I was justifiably disappointed since I had paid a premium on the delivery fee. I would have asked only for help from BBB in getting a prompt delivery however I was treated so terribly by Dustin that I want a full refund. I have never been talk to by a business like that before and would rather they not have my money. I did ask for a refund but was refused.

  Business response

  02/08/2022

  whom it may concern, 

  
  This customer did purchase a recliner on 08/19/2021 and it was initially to be held until December of 2021, upon his request. The item was paid in full due to our policy that purchases being held for over 3 months must be paid in full as outlined on our order forms. The customer was never charged a "premium" on the delivery, and in fact was given a discounted delivery fee. Our standard local delivery (10 mile radius) is $75. By that standard, a delivery to their area (23 miles) would be $150 minimum. The customer was charged $100 for a single chair which is well beyond our normal policy, and was done as a favor to the customer. He was aware of that fact at the time of sale. 

  
  Regarding the delivery itself, the customer originally called in on Tuesday 1-4-22 in order to set up delivery. At the time our warehouse was testing positive for Covid-19, and the customer was emailed the following day Wednesday 1-5 being made aware of the current situation at the Warehouse. We advised that as soon as everyone was cleared, we would reach out for delivery as soon as possible. The following week Wednesday 1-12, the customer was called by Jerry in order to set up delivery as we would be slightly closer to that area. However, the customer was not ready for delivery at the time, despite having called prior. He stated he would not be ready until after 2-07 and he would call with notice. The next communication was on Saturday 1-29 in which the customer called and demanded delivery on 2-10. He never spoke with Dustin that day, he was speaking with Jerry, our owner.

  He was advised that we did not have that day available for his area, and we would work to arrange a time in which we were at least in a closer vicinity. In fact, that day was and is already scheduled, in a completely different area for large deliveries, therefore fully booked. The customer then became extremely agitated and iterated his demand of 2-10. He was told all of those details, and that we would try and work him in for another day, He continued to demand 2-10 specifically and became increasingly rude. As he began to yell, Jerry explained that rudeness and yelling would not get his way as it is not feasible. The customer states that he has never been spoken to like that by a business, however after 50+ years, Jerry can say the same thing regarding him. 
  He was never refused a refund, as he never asked. We will happily issue a full refund, as this is not the type of customer we even want. He has clearly falsified information, omitted information, and believes that treating a business terribly will get him his way. 

  
  Please advise on our next steps regarding the refund as we would prefer no contact with this customer moving forward. 
  Sincerely, 
  Potomac Furniture 
  

  
  

  Customer response

  02/08/2022

  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.

   

  I am responding to set the record straight and to correct Jerrys lies for the benefit of any consumer who may read this. I assumed I was talking to Dustin because we delt with him. Jerry never identified himself on the phone. By his own admission I did pay a premium on the delivery fee of $25. When I talked to him on Jan 14 (not the 4th) I was told I could not have the chair delivered on the 5th because they do not deliver on Saturdays. Out of curtesy I asked how much notice they needed and was told seven to ten days. This was the only requirement. I was never told there were any other restrictions. I could not set up a time then since we were moving. When I called on the 28th it was more than the ten days required.
  The biggest lie is that I did not ask for a refund. I did and was refused because it was more than three days since the date of sale. He could have avoided this complaint by giving me a refund on the 29th when I asked. I expect a full refund of $1,398.50 on my Discover card. If not done promptly I will contact Discover and get them involved.
  
  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. ↩