ComplaintsforCarolina Furniture of Williamsburg

• Initial Complaint

  12/06/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Upon delivery of our master bedroom furniture it was quickly evident that these were oversized pieces that would not fit in our bedroom and the drawers of the Tall Drawer Chest would not open without bumping into the nightstand. There was nowhere else to place this piece of furniture. As our Salesperson was not in and we spoke with the woman who answered the phone. After seeing the photo, she also agreed. (see IMG attached). She in turn spoke with the manager about a possible solution to return this one(1) piece, charging only a restocking fee. The delivery men then removed the item to return to the store. This same woman called back to let us know that they would charge us a re-stocking fee of *********. She said she would mail us a copy of this transaction. (Attached as: Carolina Furniture - Return Reimb Mailed copy.pdf) Reviewing our ******** *******, we see that they only credited *********, not the *********. Again, the re-stocking fee was to be *********. They charged for the wrong amount, rather than the re-stocking fee that the sales representative told us about. The copy of the 'Customer Transaction History' was mailed, and is confusing, as is shows deductions for both: -********* and -********* We want this corrected and to credit us properly as we were told. Thank you for your time.

  Business response

  12/14/2022

  Good Morning, 

  This is our first receipt of this complaint.  Attached are the sales for ***** * ******** ******  I think some of the confusion may have come about based on the fact that the piece of furniture in question was never paid for, thus a refund wasn't necessary.  

  On 4/16/22, they purchased a chest off the floor amounting to ********.  That piece was paid for and was delivered.  They have the furniture, and we have the payment due for the order. 

  They also "special ordered" 3 pieces of furniture which were to be custom built and finished for them.   This contract amounted to **********, however since it was a special order, only a *** deposit was paid of ********.  (Paid on 4/16/22)

  Upon delivery of their furniture, they decided they did not like the fit of the upright dresser and asked to return it.  Although we are not contractually obliged to process a cancelation, we worked with the manufacturer and they agreed to take it back and re-stock the furniture for a fee of $********    On that day, their balance to be collected should have been ******** , however with the change in the order, that amount was lowered to reflect just the payment necessary for the nightstands that they took possession of.   

  You'll see in my high-lighted notes, the value of ticket #66671 was changed to ******** which is the value of the two night stands, $**** + their tax $****** + re-stocking fee of the upright dresser $********   Thus, rather than collecting the balance of ******** on October 31st when the furniture was delivered, we only collected ********, the open balance of the adjusted ticket.  

  Since the upright dresser was never paid for, there is no money to be refunded.  However their open balance was lowered by $********  

  They have two purchases amounting to ******** and we collected that amount on 3 occasions.  ******** on 4/16/22 + ******** on 4/16/22 + ******** on 10/31/22.

  Copies of the sales, along with some notes are shown on the attachments.  

  Thank you 

  ****** ****** 

  President 

  The Shops at Carolina Furniture of Williamsburg

   

   

   

  Customer response

  12/15/2022

  
  ****** ******** *******
  
  I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution is satisfactory to me.  

  We want to thank The Shops at Carolina Furniture of Williamsburg for their time to clarify the charges and their immediate response.  We apologize for our misunderstanding of the amounts that were charged.  

  Again, we thank you for your time. 

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

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