ComplaintsforBoxdrop Mattress & Furniture Direct Wausau

• Initial Complaint

  06/09/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Sept. 25th 2021 Purchased a couch for $2215.50 Within a couple of weeks There is an issue with the power recliner on the left side of the sectional. An employee came to my home and attempted to fix it with no success. He stated with supply chain issues, there could be a considerable wait. June 2nd 2022 (8 months after broken)I received a message the sectional has been in stock since March 11th . As I returned the call, I was taken by surprise by the disregards of my feelings and lack of ownership. I became very frustrated as I asked multiple times why havent you attempted more than just one call in 8 months? You have it in stock for 3 months, I dont understand? She had two answers: 1.I did call on march 11th . (3 months ago)2.By law thats all I need to call you. NOTE: I asked multiple times because she continued to evade the question by repeating, I called you in March and left a message, thats all I need to do by law.The conversation continued in this direction until I made it clear, I cant speak to you, I will need to contact the Better Business Bureau.June 3rd 2022:She contacted me and asked when can she bring over the sectional. I explained, I am vary upset with how your business conducted this transaction, I find it inconceivable that you felt it was OK to contact me once in 8 months and you had the product for 3 months in stock. She became argumentative with me again. At least point, I explained we need a 3rd party.She then began texting me. I explained I have no interest in having any further communication with you. I would like the couch returned, a refund and no communication with your business again. Her response was that is not an option.Resolution I would like the hassle of this Outlet Store to disappear from my life. I was understanding of supply chain issue but the communication and quality for this Store is well below par. Receiving a replace piece doesnt correct the issue of poor-quality product and poor service.

  Business response

  06/20/2022

  I will make this as simple as I can NOT ME!!!! you have the wrong Box Drop I have nothing to do with this customer I would politely ask that you remove this from my file and not to ask me about this again. I have been as nice as I can with the BBB but you need to do your research before you start sending out things like this and making them public, when you don't do your research you hurt small businesses like myself. I have called several times and left a message Please have **** contact me personally. Thanks

   

  ****************. 

  Business response

  07/13/2022

  ATTN: ************************* 7/7/222
  Response to ************************* complaint
  Claim ID ********
  On September 25 th 2022 ************************* purchased a 3 piece sectional. All furniture purchased has an All
  Sales Final on the receipt and customer signed off stating everything he took was in good condition. We deal with
  manufacturer closeouts and overstocks and sell them for 30-80% less than retail. Due to this, all sales are final as
  stated on our receipts and signs throughout our warehouse. Manufacturers offer a limited one year manufacture
  warranty on their items through them. **** called us on 10/21/21 about a defective piece that he received. Per
  manufacture protocol, they ask us to send a repair tech out to the customers house to determine if the issue can
  be repaired or if further parts/warranty work needs to be done. We contacted **** shortly after he called with a
  complaint on the product and sent a tech out to see what the issue was. We determined that the item was non
  repairable and that we would file a claim with the manufacturer to get a replacement piece. Once we got the claim
  approved from the manufacturer, they gave us an estimated time of arrival. Due to supply chain issues caused by
  covid there was significant lead times on when they estimated replacement piece would be back in stock. We have
  been in contact with the manufacturer and the customer on updates when this item was expected in.
  In early March ******************************************************* stock and shipping out. We
  received this item on March 8 th 2022 and left a voicemail at 1:40pm for **** customer that the piece was in. ****
  never returned our phone call. We reached out to **** numerous times following March 8 th stating that his piece
  had arrived, he never returned our phone calls or messages.
  On June 2 nd 2022 we reached out again to **** at 12:06 pm left another voicemail stating that if we didnt
  hear back from him, we will be sending the piece back to the manufacturer due to no response back on the
  customer behalf.
  Customer called back June 3 rd 2022 for the first time since we had left the first message on March 8 th 2022
  upset that we didnt continue daily to call him about the piece being received and ready for pickup.
  We had stated on the phone that we had reached out multiply times and never got a response and left
  multiple messages. We offered on June 3 rd that we would be willing to deliver the piece to him free of charge to
  get the item out of our inventory and into the customers home. This was us trying to have good customer service.
  **** customer declined that option and contacted the BBB and said dont call me again or leave a voicemail.
  We still have the item that was shipped to us waiting for **** customer to pick up or schedule a time for
  delivery. Since **** has requested us not to call him we will be waiting for his call and would like to resolve this
  ASAP.
  
  Sincerely,
  Boxdrop Team
  ************

  Customer response

  07/19/2022

  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.
  
  [Please type your response here.] Please see attached document (docx)
  
  Regards,
  
  *************************

  Business response

  07/21/2022

  see attached

  all sales are final 

*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. ↩