ComplaintsforThe Garden Room LLC

• Initial Complaint

  10/05/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Details:I made a purchase close to a year ago for a mirror that was supposed to be delivered to my house.The delivery was relayed to me as free of charge by the merchant. I was told that the item was to be delivered in 4 to 6 weeks. After close to 6 months I asked to be reimbursed. I was told no. I was told that the mirror came in and they would now deliver it to me for $200.00. This is a classic example of a bait and switch. Also, they reported to my bank false documents that I never signed nor received. They also told the bank they delivered it. I went into the store only to find out that they sold the mirror to someone else. This mirror was close to $1,600.00. The owner is refusing to return my money. She is also calling me leaving very rude messages.

  Business response

  10/06/2022

  This customers statements are factually incorrect.  The customers ordered a Special Order mirror, which was clearly labeled as such. The price was $1,299.99 (not close to $1,600.00.)  With tax, the mirror cost $1,413.09.
  
  Our small business has never offered free delivery, and no customer has ever been offered free delivery. We do frequently offer to assist customers in loading large items into their vehicles. Due to industry wide supply chain issues in 2021, we contacted them on December 20, 2021, to let them know the item would arrive around January 22, 2022. The mirror was delivered and ready for pickup on January 20, 2022. However, the customers refused to either authorize delivery or pick up the mirror. We attempted to make arrangements for weeks, as the large mirror was taking up needed space. Finally, on March 15, 2022, we sent a certified letter demanding that they contact us within two weeks, or forfeit the mirror. On March 24, 2022, the customer emailed, refusing to pick up the mirror she ordered, and demanding a full refund.
  
  On March 28, 2022, the customers disputed the charge to their credit card. We provided the customers order and our phone logs to the bank. The bank reviewed the documents, and found that the customers had been properly charged for the special order.
  
  Contrary to the customers assertions, we did not provide any false documents, tell the bank we had delivered the mirror, or sell the mirror to anyone else.
  
  Since this dispute, the customers have publicized reviews with false statements of fact, disparaging our business. We are considering our legal options to address the customers defamatory statements.
  

*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. ↩