ComplaintsforWesco Home Furnishings Center

• Initial Complaint

  04/18/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  We custom ordered 2 Ultra Comfort lift chairs on 02-14-2023. We paid Wesco HF $2500 down. The eta for delivery was quoted/documented at 6 weeks. We were told we could track the build progress, but chose not to in lieu of just calling our sales associate, *****************************, for updates. At about 3 weeks in, we made the first of 7 calls and 2 visits to date to inquire as to the status of our order, i.e., was it expected to be on time. ****** advised he would contact the supplier and get back to us. He did not, and this pattern would be repeated going forward. We spoke with other employees as well, discovering the distinct possibility that our order was never placed/completed to the manufacturer, and that we NEVER should have been quoted a 6 week time frame when CUSTOM ORDERS normally took ***** weeks MINIMUM to complete. We would never have placed this order had we known that. We also discovered that the fabric we chose had, in fact, been discontinued, and tried to verify this with ******, but again, he was very evasive and no information was forthcoming.Due to the increasing frustration with this situation, we advised Wesco HF that we wanted to cancel our order and get our deposit back. This was on April 12th, 57 days after our order was placed, 15 days after our eta for delivery. ****** was not able to verify ANYTHING with regards to our order, despite telling us from the beginning that its progress could be tracked. He was rather condescending, and very disrespectful to me. He indicated I had no grounds for discontent as our delivery date was only an "estimate" and advised they could not cancel the order because it was already in the supply chain, despite lacking evidence its manufacture had even begun. He indicated I would have to pay a 20% restocking fee if I cancelled, which we were told would only apply once the build had begun, or with regards to a return. Obviously, I refused.We wish to terminate our order and get a full refund. Thank you.

  Business response

  04/19/2023

  To whom it may concern, 

  
  It is unfortunate that it has come to a complaint through the BBB.

  
  Please know, I have not had any direct contact with Mr. ***** ******************  To my knowledge, they have never asked to speak to a manager.  All the information I have comes from multiple salespeople that have directly been in contact with or have been present during conversations.

  
  In reviewing the complaint, I have to agree with the fact that yes, they purchased 2 custom ordered lift chairs on 2/14/2023 totaling $5297.05 that included 2 chairs, 2 extended warranties, 1 recycle charge, and sales tax. Yes, we received a $2500 down payment.

  
  Attached is a copy of the original sales receipt showing all of the transaction.

  
  You will notice, printed on the receipt is also a side note that all cancelled "special orders" are subject to a 20% restock fee.

  
  I trust my salespeople to do the best that they can to give the best guess they can on ETA's.  Unfortunately, ******'s best guess was not accurate in this situation.  Not because he lied, or just tried to get the sale, but simply because it is taking longer at the factory than it did that last time, he had a special order with this manufacture.  That has everything to do with supply chain issues.  ****** has been in contact with Mr. and ***************** several times since the start of this process.  Including yesterday afternoon before we received the complaint.

  
  ***************** contacted the store on 4/1/2023 and spoke with another team member -***********  She wanted an update on the expected date of her order.  ***** emailed the vendor right away, was able to get and answer the same day, and called and spoke to the ****** family that very same day.  He was told by the vendor, that we would have the order by May 1, 2023. 

  
  Fast forward almost 2 weeks, ***************** came into the store rather hot for the lack of a better term.  She made other customers feel uncomfortable, and that also tends to make salespeople be very matter of fact, to shorten the situation.  I am sorry that this made her feel disrespected, everyone has a right to be upset and everyone has a right to be respected even a salesperson. 

  
  It seems that Mr. ***** ***************** have not been communicating with each other.  ***************** wanted to cancel on April 12th and **************** came into the store on April 16th inquiring as to when the chairs would be here.  

  
  Fabric.  I am not really sure what a discontinued fabric has to do with this complaint.  If there had not been enough fabric, we would have been notified to have the customer reselect.  The manufacture has not done so.

  
  I wish Mr. and ***************** would have contacted me directly during this process. 

  
  I am offering these options as a resolution:

  
  Cancellation:  There would be a 20% restock fee of the product only totaling $892.88 resulting in a $1607.12 refund

  
  Discount:  We are offering another 10% off each Chair totaling $446.44.  Making their new total sale $4826.05 with a balance due of $2326.05

  
  Lastly:  Full Refund if the chairs do not arrive to the store on or before May 1, 2023   -as told to the ****** family on April 1, 2023

  
  Thank you for opportunity to respond to this complaint.

  
  Respectfully, 
  *************************
  Owner

• Initial Complaint

  08/30/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On February 20th 2021 I put $650 down on a couch at Wesco home furnishing center. I was told by *********************** that ordering the couch would take 3 to 6 months. I called today 8/30/2021 and was told that the couch would not ship from the manufacturer until September 23rd. And the shipping would take a week to reach Wesco. I requested a complete refund from Wesco because they did not deliver a couch to me within six months as they had promised. I was told that I would have to pay a 20% restocking charge. That is unacceptable to me because I am supposed to pay a restocking fee for a product that hasn't even been built yet. I lived up to my end of the bargain because I waited the full 6 months. They didn't live up to there end of the bargain and all that I ask for is my money back.

  Business response

  08/31/2021

  To Whom it **************************************** Name is *************************.  I am the owner of Wesco Home Furnishings.  I had the pleasure of talking with ******************** on 8/30/2021.  

  I have attached a copy of the receipt given to every customer who purchases any item through our store.  I would like you to reference the very bottom line on the invoice which reads, "Cancelled Special Orders or lay-aways are subject to a 20% restocking fee."  You will also notice that our salesperson **** noted that it would take "Months" to receive the product ordered.

  The product ordered by ******************** is in production and has a ship date of September 23, 2021.  I am not able to cancel product once in production.  If I was able to cancel the product, I would and this would not even be a complaint.

  I did offer 3 options for ********************.

  1.  The stated 20% restock fee as noted on the receipt which would equal $243.00 and result in a refund of $407.00 to ********************.

  2.  Reselection of product and applying that deposit towards another product with NO penalty.

  3.  Keeping his deposit as an in-store credit to use when he would like to- at his convenience.  Also with no penalty.

  Lastly, my Salesperson told ******************** 6-8 months.  I know that this turns into a he said she said issue, but we already had communication from the vendor in February that product was taking 6-8 months.  None of us like complaints, so we do our best to communicate with the customer at time of sale to the best of our knowledge at that time.

  This past year has been very difficult to give an accurate time line when ordering products.  It is the same at every store you go to.  People are just getting sick of it and so are we.

   

  Thank you for your time, 

  *************************

  ***************************************

*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. ↩