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In Eastern Massachusetts, Maine, Rhode Island and Vermont

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Description

Olejo Inc. runs a group of e-commerce web sites that carry a variety of goods.

Reason for Rating

BBB rating is based on 16 factors. Get the details about the factors considered.

Based on BBB files, this business has a BBB Rating of No Rating. The reason is as follows:

  • This business has no rating at this time because BBB file information is being reviewed and/or updated.

Customer Reviews  are not used in the calculation of the BBB Rating.

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Additional Locations

  • THIS LOCATION IS NOT BBB ACCREDITED

    36 Gloucester StSte 3

    Boston, MA 02115

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Complaint Detail(s)

6/17/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: Bed was promised to be shipped within 2-3 days. This did not happen and we ended sleeping on the floor for 2 weeks after bed should have arrived. We tried to cancel the order, but bed was already in transit. We were offered a credit of $216. for the inconvenience that we experienced. We accepted the offer, but have not received the credit. The bed was ordered on March 22, 2014 and the offer was made in writing on April 24 by Olejo customer service by way of e-mail. I have contacted them numerous times to no avail. Additionally, please note that the company is advertising BBB accreditation, which I believe they don't have after consulting your website. This influenced the purchase from them.

Desired Settlement: Due to the lack of honoring the $216. credit promised, we would like the bed removed from our home or for the additional time and effort on our part, a credit of $500. be made at this time (requesting increase over agreement due to numerous unanswered correspondence). Alternatively, please remove bed and honor full refund guarantee.

BBB's Final Determination: Business failed to respond to the BBB to resolve or address the complaint issues.

4/19/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased a adjustable bed from this company on Feb 21 and to date have only received a portion of the item I purchased. The customer service dept namely **** is non responsive and has made little or no attempt to get this issue solved. I have been waiting almost one month for a bed which when I purchased it was promised delivery in 7 to 10 business days. Every time you contact them the send an e-mail to someone and that results in nothing. I honestly belive this company is a *****

Desired Settlement: I want the two remaining items shipped to me expedited and I feel at this time a cash adjustment is in order. I am still missing 1/2 of the mattress and the Mattress protectors that were ordered and have been paid for!

BBB's Final Determination: Business failed to respond to the BBB to resolve or address the complaint issues.

3/12/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Olejostores.com failed to give me my refund.On July 20, 2013 I placed an order in Olejostores.com I ordered * **** ** ****** ****** ******* ******* ********** ******** ***************" 1 month after I placed this order I contacted them via email, and asked them how come I haven't gotten my product delivered? They reply to my email stating that the product was discontinued and that I Can select another product instead, I declined their offer and told them I rather get my $258.00 refunded back to my credit card; they said,"I canceled your order and processed a refund, but it could take upto 10 business days." Two weeks later NO REFUND was made to my credit card. I called them and spoke with a sale representative and a supervisor, and they said they would try a different refund method, meaning they would send me a check for the amount of $258.00 and for me to wait a few weeks. Again a month later no check was delivered to me. I kept emailing customer care and they just told me that there was a mistake with my name and that they got it fixed and to wait another two weeks and this time the money will be refunded to my credit card. On November I send another email stating that I haven't received my refund after being promised that I would get it for the past 4 months. I also stated that if by December 2013 I Still didn't receive my refund that I would file a complaint with other consumer agencies. On November 25,2013 a customer representative named ******** responded stating the following, " I am sorry for the inconvenience caused regarding this matter. I have placed this refund on my customer service report that is sent to management for escalation." It is February 10, 2014 and I haven't received NO REFUND nor any further response from ****************

Desired Settlement: I want Olejostores.com to just refund the $258.00 they charged to my credit card.

BBB's Final Determination: Business failed to respond to the BBB to resolve or address the complaint issues.

2/4/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I ordered a mattress protector from Olejo.com on May 20, 2013. After several days of receiving no correspondence about the order, I called them to make sure that the item had been shipped. To my surprise, the item was back-ordered, and I was told they wouldn't be stocking it anymore. I ordered a replacement item, which was $44 cheaper than the original, with the promise that I'd receive the credit on my card within the next few days. All of this happened before the end of May, and I've spent the last 7.5 MONTHS trying to get my $44 back. It's January 5, 2014, and every time I call in, I'm told the manager isn't available and that the credit would show up on my card "in the next two business days." I've called the company no less than 20 times. This company is a total scam. I even emailed *** *****, the owner, and he didn't have the class to write me back. I imagine this company won't be around for long, as there are numerous complaints about them online. It's too bad that I didn't do my own investigating before ordering from this company...lesson learned.

Desired Settlement: $44 refund

BBB's Final Determination: Business failed to respond to the BBB to resolve or address the complaint issues.

1/22/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Early in Nov. I ordered a bed from OlejoStores online. A few days later I cancelled the order and Olejo confirmed that it was cancelled. About 5 days later I get an email that the order had shipped. I thought it was a mistake but, 3 days later the order arrived. I called Olejo and they contacted Fedex for a return. The bed arrived back at the warehouse and I was told the refund would take up to 14 business days but I would get it no later than Dec.11th. After Dec. 11th,I contacted Olejo and said I had not gotten my refund. Now I am told that the refund will take up to 10 more business days. This is not good!

Desired Settlement: I want $487 refunded to the card I used to make purchase.

BBB's Final Determination: Business failed to respond to the BBB to resolve or address the complaint issues.

1/15/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I ordered a mattress for Olejo. They charged my credit card without any confirmation of the order. I called them, the initial call the contact stated he did not see it in the system and didn't understand how it happened. I received a follow up email stating my order was placed. I followed up a day or so later inquiring when would I receive my order. The contact indicated it usually only takes 3 to 5 days. I waited still no mattress. I emailed only to received, we no longer have this product and offered ordering a different one for what ever the price difference may be. I said just to refund my money thinking what a waste of time and using my money. I didn't see a refund hit my bank, after a couple days I followed up with the inquiry to were my refund is. They stated it would take 10 to 15 days. I said it didn't take that long for them to take money for a product they no longer carry. It's been over 15 days with still no refund. The initial order number was ********** the cost $809.00

Desired Settlement: Refund $809.00 back into my account.

BBB's Final Determination: Business failed to respond to the BBB to resolve or address the complaint issues.

12/4/2013 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I ORDERED A ROLL-AWAY BED FROM ***** WHO TOLD ME DELIVERY WOULD BE 11/1/13. WHEN I QUESTIONED ABOUT DELIVERY ON 10/31/13, I WAS TOLD THAT THE ITEM WAS SHIPPED FROM OLEJO, INC & THAT DELIVERY WOULD BE 11/1/13. I CALLED ********* ****** EXPRESS & THEY TOLD ME MY DELIVERY WAS SCHEDULED FOR 11/5/13 & THAT DELIVERY WOULD BE CURBSIDE DELIVERY. I CALLED OLEJO & SPOKE TO **** ****** WHO WAS VERY NASTY & SMART. I TOLD THEM TO CANCEL MY ORDER BECAUSE I WASNT TOLD BY ANYONE THAT MY ORDER WILL ONLY BE SHIPPED TO THE CURB. I AM AN 80YEAR OLD FEMALE & DONT HAVE ANYBODY WHO IS ABLE TO CARRY DELIVERY INTO MY HOUSE. I WAS NEVER EXPLAINED ANY OF THIS WHEN I PLACED THE ORDER. IF I WOULDVE BEEN TOLD THIS INFORMATION, I WOULDVE ORDERED FROM SOMEONE ELSE. **** ****** TOLD ME THAT IF I CANCELLED MY ORDER, I WOULD HAVE TO PAY FOR SHIPPING. MY ORDER WAS FREE SHIPPING SO WHY WOULD I HAVE TO PAY FOR SOMETHING I GOT FREE. THIS COMPANY IS TRYING TO RIP ME OFF. IM REPORTING THIS TO THE BBB BECAUSE I BELIEVE I HAVE BEEN TREATED UNJUSTLY & IF I HAVE TO TAKE IT FURTHER, I WILL TAKE THIS TO COURT. I ADVISED **** ****** THAT I WANT MY TOTAL AMOUNT REFUNDED BACK TO MY CREDIT CARD. THEY SHOULD NOT BE ALLOWED TO TREAT ANYONE THIS WAY!

Desired Settlement: MY COMPLETE REFUND OF $338.94 REFUNDED BACK TO MY ***** CHARGE CARD

BBB's Final Determination: Business failed to respond to the BBB to resolve or address the complaint issues.

11/20/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased risers for an adjustable bed for what I thought was going to give it A(the bed) height. As it turned out, the risers were the same height as the risers on the adjustable bed. They were not extensions. I contacted the company and have gotten no where in the last month as far as getting a refund. I understand the 15% restocking fee, but when I questioned the excessive return shipping fee, everything halted. This company kept requesting photos of the items they sent, and I kept sending, yet they say they never received.

Desired Settlement: Original cost: $98.00Minus 15% Restocking fee: $14.70Minus Return Shipping Fee: Reasonable Amount

BBB's Final Determination: Business failed to respond to the BBB to resolve or address the complaint issues.

10/30/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I ordered a mattress on July 17. It was marked as ready to ship. About 10 days later I found out after contacting the customer service that they have to order the mattress and it would be delivered in 3-4 more weeks. They charged my credit card on August 3 and again after contacting the customer service it was supposed to be delivered on august 16. The mattress had been hardly damaged during transportation and they failed to inform me. I got to know about the status of the mattress from the delivery company. They did not even call or email to inform me about that. Elliot from customer service on August 19 promised he would have call me the following day to give me an update or if they could not send another one shortly to cancel the order. Neither ******* or any day else call me back. I wait another week, nothing. On august 26 I received an email requesting me to review the mattress I never received and for which I have been charged $1425.00.so I contacted again the c.s. And they finally agreed that they could not honor the order and they would cancel the order refunding my credit card. On September 9 they confirmed the cancellation of the order by email saying that I should receive the credit on my credit card in 7-10 business days. At today September 30 2013 I have not been refunded. On their website they advertise their business as BBB accredited, but they are not.

Desired Settlement: They cannot advertise items ready to ship when they are not. Customer service needs lots of improvement.

BBB's Final Determination: Business failed to respond to the BBB to resolve or address the complaint issues.

10/17/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: On September 5th I placed an order for a mattress, foundation and bed frame from Olejo.com. On their website, it claimed the mattress and foundation would ship in 1-2 days. As of today, September 17, I have yet not even received a tracking number. I tried cancelling the order on September 16, 2013, but then I was told that it had already been pulled for delivery but yet not shipped and I would have to wait for the product to arrive, refuse delivery and then be charged for shipping and a 15% restocking fee. My problem with the company is false advertising. In their website they claim to ship in 1-2 days. It has been 2 weeks since I placed my order, and not only have I not received my order, it hasn't even shipped. Yesterday, I tried calling another mattress company and they would have had a bed in by today, but alas, since I cannot cancel with Olejo.com, without losing about $300, it seems pointless to do that, as I am in no position to be throwing money away. Olejo only agreed to give me a $100 refund, which I think is a poor settlement, considering I paid about $900 for the mattress and foundation and the other bed I could have ordered and had shipped by today would have cost me $600. I am currently sleeping on an air mattress, which has severely affected my scoliosis. So that will cost me as well, as I have now to schedule appointments with doctors. etc/

Desired Settlement: I would like Olejo.com to take full responsibility for misleading the customer into thinking their products would be shipped right sway. I believe, that when the order was placed, I was not told the product was not in stock. Otherwise, why would it take so long to ship. I would like Olejo.com to give me a 50% discounts based on their lack of integrity, professionalism, and more importantly, false advertising online in regards to their products please.

BBB's Final Determination: Business failed to respond to the BBB to resolve or address the complaint issues.

10/9/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I ordered an adjustable bed from Olejo on August 19th. I asked the sales rep ***** to set up delivery on August 29th, since I was in California and wouldn't be back to my new house until then. He assured me there would be NO problem and took my payment. I got an email that says I was charged tax, yet their website states "no tax on almost everything". I overlooked that, which was my first mistake. I received an email showing that my mattress was delivered on my doorstep a week early. I called immediately and spoke with ****, who told me to "have someone get it" I told him that was unacceptable since I just moved and didn't have anyone within 100 miles to "just get it" **** assured me he would call me back with a solution. I waited until they closed and sent an email to their customer service email explaining my situation since **** didn't call me back. I waited until almost 5 pm the next day to get a call back, but I had to make the call and spoke with ***** again, he assured me he would have someone go get the mattress and the delivery on the 29th was all set to go. I didn't receive an email regarding the delivery, but waited until the 28th to contact them AGAIN. I called because I was told that the delivery people would call to set up a time the day before. I called Olejo for the 4th time regarding this purchase since I didn't get the delivery phone call. I asked about the delivery only to be told by ****, that she didn't see any delivery set up for me and sent an email to me and customer care explaining the situation. I called back around 5 pm, since NO one called me back again! I was told that there was NO managers to talk to, so again someone would call me back. **** called me back the next day, but she just wanted to set my delivery up for 9 days later. I told her I had to think about it, since I needed a bed quicker. I bought a bed locally had it set up and delivered before I got a call back from ****. I called Olejo to cancel the order, only to be told I had to send an email to customer care to cancel. I was very concerned, since after 3 seperate emails, I have NEVER gotten a response. I got a call from **** 2 days later asking when I would like to have delivery set up, I told **** I wanted to cancel the order. I also sent a message to their customer care email address and I messaged them on FB about cancelling the order. I called back 3 days later asking why I haven't seen the credit, only to be told that I would have to get a call back. I finally got an email with only part of the credit since they said they delivered the mattress. I got home on the 28th and there was NO mattress on my front porch, yet they want to make me pay for it!

Desired Settlement: refund me the WHOLE amount of my purchase, since I received NOTHING!

BBB's Final Determination: Business failed to respond to the BBB to resolve or address the complaint issues.

10/9/2013 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I placed an order for 3 ****** ******* Adjustable Swivel Stool-Swivel Stools on August 20th 2013, 3 weeks ago. I never received my order, status on a website stays as "Processing" for last 3 weeks. I contacted customer service on September 3rd, they said it will be another 7-10 bussiness days and they did not know the color of stools I ordered. I specifically selected "White" when i placed my order. Customer service rep did not know why they waited 2 weeks and never contacted me about color. I called customer service again on Sep 9th, was on the hold for 15 min only to find out that status is still "Processing" and they have no idea when my order will be shipped. I asked to speak to a manager , they put me on hold for 45 mins and then hanged up the phone. I called again, spoke to ***** *****, customer service agent, asked him the status of my order, he had no clue. He did not even apologized for hanging up after 45 min waiting, I asked to speak to a manager, and he said that she is away from her desk. Manager name is ***** *****. I never seen soch a horrible customer service in my life. Their website says "Olejo.com is committed to bringing our customers top of the line, affordable products right to their doorstep. Olejo.com guarantees quality in every product we ship, and our number one priority is the customer experience and making it as pleasurable as possible. In order to keep our customers happy we try to strike a balance in what are the four most important parts of the online shopping experience: Customer Service, Affordability, Product Selection, Quality Control. We work very hard to make sure that your shopping experience with us is one that will keep you coming back time after time."

Desired Settlement: I would like to receive my order as soon as possible.

BBB's Final Determination: Business failed to respond to the BBB to resolve or address the complaint issues.

9/21/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Ordered a bunk bed from olejo online on 8/6 stating that it shipped in 1-2 days. Called on 8/8 to inquire about shipping status since it was never sent to me. Shipment was confirmed, a tracking number for a delivery service given (not the shipping company) with the delivery date shown as 8/19. Called delivery company on 8/19 but they never received the item from olejo. Called Olejo to inquire but was rudely told they did not have a customer service department that can be reached by phone. Email only. The rep did say there was no documentation on my item past 8/8 and that I could cancel the order through a customer service email that he sent. Soon after customer service emailed to say the item shipped with a carrier they would not name, which did not use tracking numbers but assured me that it would reach the delivery company by 8/23. Calls to the delivery company confirm the item has yet to show up. I continued to request a cancellation to no avail. I want to cancel the item, which is what I have been requesting from the company, but all requests are declined with the excuse that the item has shipped already, although there is NO evidence to confirm it has. Regardless, their website clearly states cancellations are allowed and they offer a 100% customer satisfaction. The tracking on their website now erroneously states my item was delivered (they ignored my email asking to rectify the error) so there is no way to cancel online, I am at the mercy of customer service emails in which false policy is stated and all other requests for proof of shipment are ignored. They claim to be BBB accredited, by the way. It says so on their website. I just want to cancel the order as they have not upheld any portion of what was promised. The item is over $1700., so I am especially concerned by the lack of honesty in this matter, the inability to know and follow their own policies, the failure of the item to be tracked or show up and the fact a customer service number is advertised but it is just a sales number when called.

Desired Settlement: Want the order to be cancelled immediately.

BBB's Final Determination: Business failed to respond to the BBB to resolve or address the complaint issues.

9/20/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchaed a full size bed frame through Sears, which uses this company as their vendor. The product I rec'd was broken. I have spent several days on the phone with both Sears and Sales members from Olejo trying to determine how I get a replacement. I was assurred they would process the pickup of the broken item, and provide me a 10% discount on the replacement cost due to the inconvenience I have gone thru. I rec'd an email indicating the 10% inconvenience would not be granted as promised. I have since spent 3 hours and various emails on the phone with Sears and Olejo cancelling the replacement and requesting full refund of the broken bed including shipping. Why should I have to pay for shipping on a broken product? I still have no answer on who will be picking up this broken bed, I still have not heard that I will get a FULL refund including shipping, and Olejo is only stating they will provide me a free replacement at the same price of the original broken. Had the customer service been a little more empathetic I would've stayed with Olejo, but the fact is I rec'd damaged merchandise, and have been passed back and forth between Sears and Olejo and spent countless hours on calls and sending emails I prefer not to do futher business with either of them.

Desired Settlement: Full refund and someone to pickup this broken bed out of my house

BBB's Final Determination: Business failed to respond to the BBB to resolve or address the complaint issues.

9/14/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Olejo's website states that it is a BBB accredited business. One of the reasons that I purchased from them over the internet was that it stated that on its website. When I look up their store now as I am concerned about damaged products I have received, they are not an accredited BBB business.

Desired Settlement: They should not have that representation on their website, provides customers a false sense of legitimacy and security.

BBB's Final Determination: Business failed to respond to the BBB to resolve or address the complaint issues.

9/6/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Ordered and received a leather recliner and products frame was damaged. Requested a replacement with no responce and after many months of deaing with the Olejo furniture store with no results we are requesting a refund.

Desired Settlement: For this issure to be resolved as soon as possible.

BBB's Final Determination: Business failed to respond to the BBB to resolve or address the complaint issues.

8/29/2013 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: My wife and I ordered a dining room table through Olejo on May, 9th. The ordering process went fine, and the table was shipped out relatively quickly. However the table arrived damaged on May, 22nd. The table had be speared through the packaging and across the surface of the table leaving a deep and very noticeable scar. I contacted customer service and reported the damage to the table immediately. I sent in photos detailing the damages. Olejo agreed that the damage warranted sending a replacement table. After about 5 weeks of back and forth the replacement table shipped on July, 2nd. There was never any disagreement, Olejo was just slow at getting things done. On July 9th, the day of the delivery of the replacement table, fedex filed a delivery exception due to damage to the replacement and the table never arrived. I contacted Olejo immediately to inform them of the damage and to start the process of moving forward from there. It is now three weeks later and I have made absolutely no progress with the company. I have contacted them more than 10 times over both email and phone. Every person I have spoken with on the phone says they'll look into it and get back to me. They have not gotten back to me. My wife or I have been told on at least two occasions that the table would be shipped the following day, one of those times by a guy named Elliot in logistics who is supposedly responsible for their shipping operations. The table has not yet shipped. All my wife and I want is the beautiful dinning table we paid for without a marred surface.

Desired Settlement: Olejo agrees that we should receive a replacement table. We have that in both writing and the actions they taken. We request only that they live up to their word and follow through on this process.

BBB's Final Determination: Business failed to respond to the BBB to resolve or address the complaint issues.

8/25/2013 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: The desk I ordered in June 19 was supposed to be delivered on July 10. When it didn't show up, I emailed, and it was clear that it had been completely forgotten. The new delivery date was July 25. But now it has been delayed, for no known reason, until July 31, just when we leave for vacation.

Desired Settlement: They should ship another desk to get here tomorrow or Saturday and figure out how to return the one they lost in the first place.

BBB's Final Determination: Business failed to respond to the BBB to resolve or address the complaint issues.

8/19/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I ordered an adjustable bed base from *** the customer service rep. the product that I received is not the one in which we discussed, I ordered the product on July 3 and did not receive the product until July 17, 1hr and 45 mins late. but the delivery people are fine. the problem lies solely on the company that the product was perched from. I a have tried at least for 2 weeks to have customer care to contact me and no one has even attempted to return my e-mails as the sales people say that is the only way to get h hold of them. I have contacted the only phone numbers that I can find and I keep talking to the same sales people, they say that they have left notes and e-mails on their desks and I have still get no response.[ not a good way to run a business?] and they say that it is free shipping and all of the shipping receipts say 199 for shipping, to me that is false advertising. any way the issue, I would like the ******* *** ***** base that I ordered with the massage, which this one does not have other wise that would not be the issue, and refund me the $199.00 and apologize for all of the inconvenience and stress that I have endured. the reason that I had ordered the adjustable base is because I have just had a multi level back fusion and it helps with the comfort factor, I had one in hen hospital and I though that at home would also be a great thing. I am also told that the company has since moved to Huston tx. if they are not lying to me about that also . thank you for reading my side of the story, and I have in my own hand writing of the conversations with the sales people from the original order to and after the delivery. again thank you for your time

Desired Settlement: that this matter gets looked into , I get contacted, and the compensation that I have asked for. ******* *** ***** base that I ordered from *** with the massage and all other charges that was incurred except the original coase or the said base which I was quoted 1423,00

BBB's Final Determination: Business failed to respond to the BBB to resolve or address the complaint issues.

8/16/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I placed an order for a Sofa Sleeper with a memory foam mattress. But before I placed an order, I called the company and spoke with ******, he assured me that it would be delivered in 2-3 business days, but it didn't show for a week. He also assured me that I was buying the Sofa, when it arrived, it was only a mattress. I tried contacting the company to resolve this matter, but I only was able to get in contact with ****** then with ******** which they both stated there was no one higher in the company other than themselves. ******** even stated that he was the Owner of the company. Between the advertising and the Customer Service reps. I have gotten nothing but a run around. I asked all the correct questions and was lied to. If I would have known I was not ordering a couch, I would have went to ******** to purchase a memory foam mattress.

Desired Settlement: I want a FULL refund in the amount of $210.94, with no restocking fee or shipping fees deducted.

BBB's Final Determination: Business failed to respond to the BBB to resolve or address the complaint issues.

8/7/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: On or about 5/17/2013, they shipped a ******* ***** ******** Airbed I ordered. When I set it up and tried it, I couldnt get it to do anything but be rock hard or so soft it sagged in the middle when you layed down. I called the next day, and they said I needed to adjust to it. I reported I thought the pump was defective, but they said it would be better when I tried it for 10 days. When I ordred it, the salesperson, *******, explained the return policy to me. He stated shipping plus a 15% restocking fee. I said 15% of $749 is about $115, and if shipping is maybe $100 back to you, that would be $225. He said that was exactly correct, but he didnt know how much shipping back to them might cost. I had to wait 10 business days after 5/17 to return the bed. SInce they didnt offer to replace the defective pump that caused the product failure until THAT day, I said no, I just wanted to return it, as in that 2 weeks I found another bed. They said they would send a return authroization with shipping instructions. Much later that day, I got a return quote that refunded $461 only, PLUS I still needed to ship back to them. At best, I would get 50% of the cost back. The $115 PLUS my shipping to them would have left me with about $525 in actual money. Now it would be about $360. I was mislead about the return cost by ******* and not listened to when I first reported the product as defective. SO, my returning a defective product cost me nearly $400. I would NEVER buy from this scammy outfit again, and am reporting this to sears.com so they might not be affiliated with the awful place either. Incidentially, I got involved with Olejo from a website they hide behind called 'airbeds.com'

Desired Settlement: Refund the purchase price (749.00) minus the 15% ($112.35) restocking fee. I will pay shipping back to you. This is how your sales rep explained the return policy. The product was not backed up with service until I waited over 10 days. Your representatives did not offer me warranty service or replacement until I waited 10 days with a bed I couldnt sleep in. That I am losing over $200 is shocking given your awful customer service after my first phone call.

Business Response: ******,  We don't hide behind airbeds.com , it is one of our sites. Your never reported the pump as defective and if you had done so we would have replaced the pump ASAP as is our policy.  Our return policy can be found printed here: http://www.airbeds.com/shipreturnpolicy.aspx . We understand that you are unhappy with the return policy and are willing to help you find a sleep solution but you calling in and verbally abusing and threatening our representatives on the phone is not conducive to finding a solution.

Thanks,
Customer Care

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint

when i first reported my concerns to airbeds.com- the only thing i failed to do was notify them in writing of the pump being defective. i did verbally report it and they told me to wait ten business days. i was not threating or abusive to the rep. i simply stated i would report their poor service and deceptive practices everywhere i could. the inital sales person did not tell me to read the return policy but explained it incorrectly verbally. my mistake was to listen as this was misinformation. every communication i have had with this company is misinformation which is then later modified to look as if they have been honest. their reply does not address my request for $175 in unexplained shipping fees to be returned 

Business Response: This has been resolved directly with the customer.  Thanks

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint.

My request was for this merchant to honor the refund policy as they verbally stated to me at the time of sale. They did NOT direct me to a website to read their refund policy until after I complained the product did not perform properly, and then directed me to a website merchant site different than the one I found the product on. They charged me 200% of the actual shipping costs PLUS a 15% restocking fee. They only disclosed the 15% restocking fee. I requested they refund the $200 they deceived me out of, plus the cost of the product minus 15% restocking fee. I returned the product at MY cost on 6/11, as of today 6/17 NO refund at all has been issued. I would have to say that absolutely NONE of my concerns have been resolved. I have no product and am now out over $850. This merchant SAYS whatever they want yet does nothing. They should have an awful rating on the BBB site.

BBB's Final Determination: The business failed to resolve the complaint issues.

7/22/2013 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: March 31, 2013 - I purchase one memory foam gel pillow from the store's website, I received an email confirming my order with an order number I can track the status of my order. The email said it can take anywhere 24 hours to 5 days for processing. April 3, 2013 - My credit card was charged full amount for this order. April 15, 2013 - I emailed customer representative asking when will they ship my order as the status of my order is still "processing" when I checked on Olejo's website. April 17, 2013 - Customer representative replied my email saying the warehouse got back to him/her and the item will be going out today. April 17, 2013 - I received an email from Olejo saying they shipped my item and they provided a fedex tracking number to track the status. April 22, 2013 - I received an email from customer care of Olejo asking me to call them to confirm I will be responsible for paying the duties and taxes so they can release my order. I replied the email on the same day telling them to release the order and I will be paying for the duties and taxes. April 24, 2013 - I called the company and advised them I will be paying for the duties and taxes, a customer representative asked for my name and he said my order will be released soon. April 30, 2013 - I checked the status on Fedex.com using the tracking number provided, it only said "Shipment information sent to FedEx", but the order is actually not shipped yet. I emailed customer service again asking when are they going to ship my item. May 1, 2013 - Customer representative got back to me by email and said: "The tracking should update tomorrow. Sorry for the delay Canadian shipments do have an extended lead time." May 6, 2013 - I checked the status again at 3:30 pm on Fedex.com using the tracking number provided, it still said "Shipment information sent to FedEx", but the order had NOT been shipped YET!!!!

Business Response: Hello ***,  We are very sorry. We had a lot of issues shipping this item to Canada but it did ship out last week. The FedEx Tracking is ***************.  Thanks, Customer Care

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint.

I filed a complaint on May 6, 2013 that I would like a full refund because I made the purchase more than a month ago and it had not been shipped.Customer care of the business said my order was shipped the week before, but it's actually picked up by Fedex on May 7, 2013 which was after I filed the complaint. (Fedex # ***************)Fedex found a paperwork error on the same day, and the business hasn't resolved this paperwork issue with Fedex yet. Therefore, as of May 12, 2013 my item is still put on hold by Fedex at its originated city.

BBB's Final Determination: The business failed to resolve the complaint issues.

6/27/2013 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: As I am to move on Jun 20, I looked around for a new mattress in my new apt. I ordered a mattress with Olejo on Jun 6, around 3:00 AM. As its website says, "Most orders that are submitted leave our warehouse within 24 hours of placement. Some larger furniture orders that need to be shipped via truckload may require a longer lead time of 7-10 days". So it should be able to get to me at Jun 16 at the latest. On Jun 11, the order had not shipped out. So I emailed the customer service, and they said the order would be delivered "late this week or first thing next week". Well, not too bad as it seemed. But when it came to Jun 17, when I checked order status online, it was the same, not yet shipped. I emailed again, early in the morning, warning them of my moving date. And later in the same day, I decided to cancel the order and buy one from the store, I don't want to come to a situation where I have no mattress to sleep on my moving day, even though I ordered more than 10 days ago. I called customer service number at first, but couldn't get through, because of their office relocation. So I had to emailed them, and waited until 5pm, no feedback, no call, no email. So I chose to proceed and get a mattress from ****. Finally, on Jun 18 11:00AM, I got the email back and says "this will be there by 6/20". Obviously, I don't need two mattress. So I called, someone told me the order couldn't be cancelled, it is already on the way. I wanted to talk with the manager, and he was the manager. And what if I return the item as it is ? He charge me 100 for shipping, and additional 15% fee. That's unreasonable.

Desired Settlement: Cancel my order, refund my money.

Business Response: Hello ***,
You called us and asked us to rush your item. We rushed it (FedEx tracking: ***************) and it arrived today 6/19 as you requested. We simply advised you that we could not cancel the order because the item had already been loaded on a truck. Sorry for the mis communication.

Thanks,
Customer Care

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint.

But, you should have kept the telephone customer service online even if you were moving.

BBB's Final Determination: Consumer accepted resolution offered by the business.

BBB Comments: The consumer indicated to BBB that the complaint was resolved.

6/14/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Ordered a **** recliner on 1-18-13 from Olejo , Inc after two weeks of limited use the chair showed significant defects after three email , numerous calls last being 1/27/13 with ****** customer service and letter dated April 22 , 2013 we have had no response from Olejo , Inc .  To Whom It May Concern:We purchased the **** ********** recliner from Ojelo furniture in January 2013. The sole reason for the purchase of the mechanized recliner Was for my Wife Who has MS. In less than two weeks the chair started making noise While reclining and the padding Wadded up in two places, also the chair leaned to one side with no one in it.We notiñed Olejo and **** mfg. about the problem in January 2013. First We questioned the validity of it being a true **** product. We have had **** furniture in our home for 25 years, with no problems. Upon contacting **** mfg. they verified that it was a **** recliner and stated, “they would Contact Ojelo immediately” beßause they had a one year contract with their retail „Stores handling their products . We also have the pamphlet that came with the chair stating a one year Warranty from defects.When problems started to show up With the recliner We contacted Olejo three times by phone and twice by e-mail. Our last response with Ojelo, was January 27, 2013 With their customer service representative, ******. He stated,” he did not know of a one year contract with **** mfg., but would get back with me, this he did not doíiAt this present time we have not been contacted by either **** or Olejo.I have contacted **** mfg. four times by phone; three of these times were with Ms **** ***** customer service. She stated that there @was indeed a one year contract With their retail stores and they were obligated to see that the product be seen by a furniture repair technician.The first initial Contact We ask **** to direct us to a certified technician to inspect the chair. At that time we stated, that We needed the use of the chair and did not Want our monies back. . I even volunteered to transport the chair at our expense to be examined. No response.We hope this is enough information to get this resolved. The only request that has changed due to our loss of use of the chair, expense of the technician along with the efforts We have had to go to, would be the return price of the chair and the pick up of the chair Due to the immediate needs for a recliner We have purchased a secondhand one.The recliner has less than 2 Weeks of limited use. My Wife does not come close to the Weight limit, but is disabled with MS, so the physical misuse of the recliner is not possible. Using our time, fuel and expense we took the recliner to a reputable furniture technician. He handles Lane’s furniture’s situations for Stricklands furniture’s of Hattiesburg.If the question arises as to Why it took us a length of time to contact someone, we kept hoping for a reply from Olejo or Lane, medical issues and having to flnd a furniture technician on our own took some time.We have forms from the Better Business Bureau from MS and MA that have not yet been sent. Please understand We Went into this with only needing a recliner and willing to deal with those involved in an honest Way. We do not like controversy, will someone please step up in regards to our situation. Our next option Will not be at our expense.Sincerely******* *** ******* ******

Desired Settlement: After asking for help stating "that just tell us and we at our expense would take the chair to a technician of their choosing. This itself is contrary to their 1 year contract with Lane. No response . Due to no response - we are asking for a complete refund (529.00) and the pick up of chair . 

Business Response: Hello ******,This chair was past the return date when you contacted us. When we offered to help with the warranty you only wanted a full refund, which was not a possibility at that date. We can and are willing to help with the warranty but in order to do so we need a good contact phone number to contact you as well as the serial number on the chair. Please let me know if you have this information handy.Thanks,Customer Care

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/7/2013 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I placed an order for bed rails a few months ago for my infant son. He turned *** last month, so I opened the box and realized I needed a smaller size. I emailed customer service immediately to initiate the exchange and was told that exchanges could not be made after 30 days. While I understand that this is the company's policy, I also understand that Olejo have a 100% customer satisfaction guarantee. I politely asked for an exception to this policy and was greeted very rudely by both Mr. ****** and *******. Order number ********** from Olejo.com

Desired Settlement: I want nothing more than an exchange for an item that is the wrong size. I need the next smallest size.

Business Response: Hello All,
Item was shipped under FedEx *************** and arrived three and a half months ago. We have a 30 Day Exchange/Return Policy. We offered to heavily discount different item since we cannot take Refund/Exchange.

Thanks,
Customer Care

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint.

Olejo.com prominently posts a "100% satisfaction guarantee" on its website.  I reasonably relied on this promise of customer service.  I am merely asking for an exchange and decent customer service since the company's website explicitly promises its customers this.  

Business Response: Hello ****,
This is true we have a 100% Satisfaction Guarantee for 30 Days. Please let us know if you want us to get you a discount price on a different item as it would probably cost the same as shipping and restock. We are not trying to be difficult, it is just not possible to return an item after a certain point and it has been over 100 days since the item delivered.

Thanks,
Customer Care

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint.

The "100% satisfaction guarantee" is not limited in writing to the "30 day return policy."  In fact, the two statements appear on the website to be independent of each other.  Please send me the quote for the "heavily discounted item" you referenced. I am not demanding anything more than what your company promises on its website.  

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

5/21/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On Feb 26th 2013 I purchased an airmattress from Olejo. At first I was very happy with the product and as such I wrote a glowing review online. Litterally the day after I wrote the review the bed developed a leak. I have look all over the bed, used soap and water to try and find the leak, but no luck. I contacted Olejo and was told to send an email to customerservice@olejo.com. I did so explaining the problem and simply asking for help, either getting it repaired or replaced. Well the only thing that they would offer is "Hi,As I was looking up the order I noticed you have had the product for well over the 30 day period. If you would like, I can possibly figure out a resolution to get you a bladder for your bed at a more reasonable cost. Thank you. Accounting Department" really, I spend $140 and they want more. This is hopw they treat customers

Desired Settlement: I would like my money back, this thing repaired or replaced. I can't believe that companies do not stand behind what they sell better than this. I will never do business with this company again and anyone who asks, what do you think I'm going to say about Olejo?? Stay as far away as possible, pay more from someone else who will back what they sell better

Business Response: Hi ****,
I think you are in contact with our customer service department regarding a replacement for this product. Sorry for the confusion!  Thanks!

Customer Care

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint.

Sorry we have yet to talk, they have left a message but I have been unable to return the call. There is a 2 hr time difference, and not everyone runs on EST.

Business Response: No Problem.

Thanks,
Customer Care

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint.

Really???????................... you can't get in touch with these people. When you try to call the number they left it is disconnected. They are 2 hrs difference from me, guess what I am the customer maybe they should make an effort how about that. I am going to start filing complaints daily

Business Response: ****,
You communicated with ******* via e-mail the other day. There are 2 options:

- We can do a replacement order for the item.
- You can send the item back for refund.

Please let us know what you would like to do as time is of the essence and our last calls / emails where not responded to. 

Thanks,
Customer Care

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

5/4/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We purchased two bean bag chairs from Olejo.com. They arrived FILTHY, the wrong color, and the armrest were not as shown on the site. We immediately requested a refund & nobody will cooperate. Their site says 100% satisfaction guaranteed, 30 day return policy. Today they told us they would issue a return authorization but that they would charge us a 15% restock fee, take the shipping out of our refund which shipping was free on their site, and that we would have to pay out of pocket to return the chairs. That is ridiculous considering they arrived the wrong color & were filthy. We want a 100% refund!

Desired Settlement: Refund

Business Response: Hello ****,
The original complaint was that the chairs where the wrong color, we sent the images you sent and they were verified as the right color by American Furniture Alliance. The images you sent where not of filthy product, everything is wrapped and boxed when it is shipped, you have the images for this because we received them from you. As far as the armrest, this is the product you purchased: http://www.olejostores.com/*************************************_Bean_Bag_Chair- *****.aspx , there are no armrests on this chair.If you'd like to exchange for something we can work an exchange out so there are no fees.Thanks!Customer Care

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

5/4/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: On 03-11-13 I ordered a specific pillow that was and still is offered on their website. When I received the order, they had substituted a different pillow. They claimed the one I ordered is no longer available. I did not want the substitute. They told me I would have to pay the shipping to have it sent back. I argued that they sent the wrong one and eventually they paid to have the pillow returned to them. FedEx picked up the item on 03-23-13. I had included the return authorization and also faxed them a copy. I have sent numerous emails inquiring about my refund, and received no response. It has been one month since they picked up the pillow, and I would like my money back and am getting nowhere with them. I consider this to be false advertising (they don't carry the item) plus they automatically substituted something I did not want. The fact that it is STILL on their website is also offensive! A refund of $69.00 is requested. This payment was done with my debit card, but I do not know if they put it through as a debit or Visa credit.

Desired Settlement: I would like my money ($69.00) back as soon as possible. I would also like this to be posted on their website as a customer review!

Business Response: Hello ******,
You spoke with ******* yesterday at 11:47 AM and he explained to you that this was being refunded. I am not sure why this complaint was even opened. Here is the transaction information:

Transaction ID: **********
Payment Method: XXXX****
Amount: USD (69.00)
Customer Name: ****** *****

Thanks and have a great day! Thanks for the support and the business as always!

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

5/1/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On January 12, 2013, I ordered a futon from Olejo.com, through *****.com's web site - a *** ****** **** Futon Queen Frame, SKU#*******. After having it for approximately 60 days, the edge of the front frame broke. This company's web site, as well as ***** web site states that there is a 10 year warranty on this frame. This was part of the reason we paid so much for it (over $400), rather than buy a cheaper brand. My wife emailed their customer service, and was told in a very condescending, rude manner that they only warrantied items for 30 days. I replied and asked what good was a 10 year warranty, if it was really only for 30 days. The reply was extremely hostile, and we were accused of purposefully breaking the item. My wife also called *****, and was assured by their customer service that someone named ****** would call her with 8 hours, and get an address for shipment of a replacement part. ****** never called. All we want is the piece that broke replaced, free of charge. After only 60 days of use, I do not think this is an outrageous request. Thank you.

Desired Settlement: The only settlement I will accept is a replacement for the part that broke, free of charge.

Business Response: Hello ******,
Cosmetic Damage is not covered under manufacturer warranty. Please e-mail in through ***** so we can assess how much it will cost to ship the part.

Thanks,
Customer Care

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint.

As seems to be the norm for this company, they seem to be totally unaware of the circumstances of my complaint.  This is far from just cosmetic, it is a break that happened when I went to lay down on the futon.  The rated weight of this item is listed as 750 lbs, and I weigh about 240 lbs, so as you can see, something does not add up.  This is either a defect in the futon itself, or the maximum weight was incorrectly stated on the company's specifications page.  One of the reasons my wife and I chose this futon was it appeared to be well-made, and the weight rating seemed to confirm that.  I am highly disappointed that this company now wants me to go through ***** to get satisfaction, as opposed to them taking responsibility for an item they sell.  I strongly reject this response by the business, as it appears to not address the real complaint, and they are simply trying to 'offload' me to another company.  

Business Response: Hello ****,
We agreed to replace the piece in the previous statement. We just asked that you contact us through ***** so that we can assess the shipping charge (as the warranty doesn't cover for shipping). If you cannot go through ***** please contact customer care at 866 805 0120 on Monday between 10:00 and 5:00 if you are available.

Thanks,
Olejo Inc.

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint.

My wife called ***** on Monday, and was assured that a representative from Olejo would return her call with 48 hours.  Typical of this company, after more than 72 hours, no has called.  She will attempt to call the 866 number provided in the last response from Olejo, today.  She has tried this in the past, and was met with sarcasm, rudeness and an overall uncaring attitude from the representative that answered the phone.  I hold no hope that this call will be different, but to fulfill our part, we will call.

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

4/16/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We placed an order on 2/21/2013 for a new adjustable bed base, (king size comes in 2 half's) we were told it would ship out in a couple of days our credit card was charged immeadiately $1898.10 . The conformation of our order stated the bed was in transit.. However did not arrive until 3/13/2013 (20 days later) The bed arrived poorly packaged. The packaging was non factory (generic) and to small in length, then upon opening the carton to set the bed up it was obvious that the product we recieved was used by the following facts: Packaging non factory, remotes had batteries already installed, legs had scuffs on bottoms, all components were haphazadly thrown together in plastic wrap, parts unprotected and scratched, wire for transformer was not factory coiled, plastic washers and tie bands were gouged from prior assembly, two punctures or rips in the bed bases,but by far the most Disgusting was the fact that there were Yellow Staining (Possible Urine) on the bed base. We opened the bed on Sunday the 17th of March when we noticed the damage we called the store on Monday the 18th and spoke to ***, we emailed him the 10 pictures we took of the damage. Their customer service/accounting admitted to the bed being used for a photo shoot and that they still considered it new and offered $300 for the rip on the bed and did'nt accept returns on the product they completely the ignored the Yellow staining issue and the fact that they were indeed used!! Finally after they understood our committment to taking serious actions against them, I received a call from an ****** at Olejo (on the 26th) and his unreasonable offer was to pick up the bed in 2 days ( now I have to jump throuh hoops for them ) and informed him we were going out of town on Thurs (Easter weekend) and that was impossible ! He also said they would not issue credit till after the bed was in their hands. Keep in mind they took the money weeks before they shipped, sent us damaged product and denied it was used or damaged ( WE DO NOT TRUST THEM TO DO WHATS RIGHT AFTER ALL THAT ! ) . They have Poor Ethics!.

Desired Settlement: We require full refund immediately with either a certified check or credit to our credit card, then Olejo can schedule a convienent pick up time during working hours to pick up the used bed bases. We also want to Warn the public that this company takes its money right away, then is late on the delivery promise, and is Claiming to Sell New but in reality ships Used Soiled/Damaged product as New and then cliams no knowledge or responsibility for it. WE ALSO WOULD NOT RECOMMEND BUYING ANYTHING FROM OLEJO'S Olejo operates on the fringe of a Scam.

Business Response: ****,
We have been in contact and explained everything that happened to you. We requested to pick the bed up in a couple of days, you said you wanted 2 weeks, there is a happy medium to everything but 2 weeks is far too long. Please release the goods so we can close this out. The bed wasn't used but we acknowledged the damage issues and opened a case with the manufacturer. We also offered you the credit, never forced anyone to take it. Not sure why this was opened since we are working directly... Also calling in, cursing us out, and hanging up isn't the best way of trying to deal with a problem.  Please let us know.

Thanks,
Olejo Stores

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint.

You sold us a DAMAGED/USED BED we continue to ask you to pickup the bed after the 10th of April. Again we want a full refund  (bank check or credit our card )  prior to you picking  up the bed. Please document your intention for us, BBB, and other involved parties. PLEASE NO MORE GAMES !!!    

Business Response: Hello ****,
We can pick it up on 4/10. The paperwork will be sent over shortly.

Thanks,
Olejo Stores

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

4/13/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: To whom it may concern:
I ordered an adjustable bed from Olejo inc. on Dec.31, 2012. Actually I ordered one and my father additionally ordered on all in the same phone call. Our original sales person was ******, who had to leave for the day so our new sales person became ********. Also in the purchase of this bed we paid for White Glove delivery and set up. This was important to both of us {myself and my dad as we both do not have any man power to do this}. This White glove delivery cost us an extra $199.00 We finally received a phone call on Jan. 29, 2012 that my bed would be delivered the next day between 12:00and 4:00pm. As well my father received his phone call alerting him his bed would be delivered as well the next day between 8-12:00 pm. The next day I receive a phone call @ 7:57am telling me they would be at my house within 20-30 minutes. I responded my window of time was told to me between 12-4:00pm, I explained I was sick and had been for the last 8 days with the flu and I could not be ready in 20-30 minutes. My husband had left the house and was coming back around 11:00am to get the room ready for delivery as well to be here for inspection as I was still very weak from the flu. With a couple of phone calls back and forth they finally said they would be at my home between 2-4:30., and at my father’s home between 12-2:00pm. They did not arrive at my home until around 8:00pm. It was pouring rain out. They sent two young men, didn’t have any idea what so ever of what they were supposed to do. They never laid down any drop cloths, and dragged boxes with their wet feet and wet packaging through my home. When they did bring the packages up the stairs into the bedroom, they laid them down on my white carpets and stained the carpets all over. I two 10x12 foot carpets in my bedroom and instead of protecting them or rolling them up they just destroyed them with their carelessness. After the items were brought into my home, one of the boys left my house stating to me he was not staying in my home as I had the flu. I went so far as to explain to him I had been on flu medicine for the last 6 days and I was no longer contagious, as well I would never want anyone to catch what I had. Well he really didn’t care, he left and I guess sat in the truck and left one fellow in our home to do the whole set up. Now he did not have the proper told, so my husband went down stairs to get some tools and then my husband had to help him with the set up. During the set up, 4 cross boards had to be unscrewed, after unscrewing them with my husbands help, one was a bit stuck. Instead of using his hands, the young man used his feet and kicked it off, breaking our bed rail. He apologized and said oh I’m sorry; I should have used my hands. I had even just commented to him how large his feet were and he said yes my mother always says the same thing, his feet area s size 13. Anyway, the broken rail was not noticed until 2 minutes after he left our home. He was so much in a rush, and was making my husband so uncomfortable my husband tipped him and he left. As soon as he left my husband felt the bed was not together and looked and found the broken pieces. My husband immediately called the young mans cell phone number as they were probably just leaving the front of our home, but they did not pick up. So next my husband called the subcontracting company and spoke to the owner explaining exactly what had happened, he said get an estimate for a replacement piece. and call me tomorrow. Well we tried the next day to contact ********* Furniture in Maine where the bed was made, only to find they went bankrupt in Dec. 2010. We paid $7,000.00 for this bed, which was custom, made for us about 6 years ago. So now our only alternative was to find a woodworker who could fabricate a piece to match as best as possible, which we did at a cost of $800.00 My husband got the estimate of $800.00 for a fabrication of a new bed rail, and then called the owner of ****** Moving Co.,It was a completely different story now, now the owner was saying his man never kicked our bed. Now we went a bit further and contacted the white glove delivery service{ http://www.nonstopdelivery.com} that I guess Olejo contracts for delivery. I did put in a complaint with them as well, and have received no communication. The next day I needed to order a different bed piece, and my father told me I needed to complain to Olejo, after making all attempts with the delivery service to no avail. I said I am so tired from this flu dad, I have no energy, and he convinced me I must do so. My father stayed on three-way conversation with me in case of any intimidation. The person I did get to speak with was ******, after explaining the whole story to him, he basically laughed in my face and said well even if we put in a claim, maybe after 3 months you will get a response which will probably be no one will pay for the damage. After how his indifferent treatment of the damage done in my home, I then said I did pay for this with my credit card, which he only laughed at further saying you actually think you can put a claim in with your credit card? I then decided this was of little use to me, I said thank you, sent him over pictures of my broken bed via email and decided to put a claim in with my credit card company. We also spent a good part of a day getting rid of the stains on the rug s to no avail, so I didn’t want stained carpets in my bedroom, so I ordered new ones at a considerably less price tag to replace the two stained carpets. My bed when purchased was $7,000.00, my carpets when purchased were $1,000.00 each. I am looking to get the $800.00 for the bed rail to be fabricated, forgoing my bed as original, and for payment of the two new Rugs which I ordered from ******* Designs for $639.20 each with a total of $2,078.40 to cover the damages caused in my home. I additionally feel I should be compensated for the white glove delivery fee, which I had to pay and did not receive as well, bringing the total I am seeking to recoup to $2270.40. If not then they can take their merchandise back, but only after my fees for damage are paid in full. This is a horrible situation when you pay for white glove delivery and they come into your home and destroy items in your home {possibly because of rushing, and weather, as well as no knowledge of the items they were delivering}. And then after speaking to three different entities about who is responsible for the damage, I only get met with intimidation as well as laughing in my face. Included: Pictures, Estimate for bed rail fabrication, Order status for the two rugs from ******* Designs

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

Desired Settlement: I want the damage they caused in my home to be taken care of. I am being more then fair, yet these people continue to just laugh in my face. I expect to have them pay for the damage of my bed rail and the damaged carpets totaling $2,078.40 to fix all the damage that incurred in my home due to their delivery men, as well I want the $199.00 white glove delivery fee refunded. I just want all the damage incurred fixed and have my home back to the way it was before their delivery. Otherwise they can take thier merchandise bak and refund me , and I will purchase from a reputable dealer, someone who has some integrity.

Business Response: Hello All,
Complaint on delivery was received very delayed (over a day after the delivery happened) when we advise for the customer to call while the agent is still home if there is an issue. Paperwork was signed off with approval of the agent doing a good job (attached). We are working to see what we can do here given the scenario but please understand how hard it is for us to get coverage on our end when the Proof of Delivery is clean and clear. I do have to say, *** did not laugh in your face at the inquiry and the intimidation factor situation is untrue. You called in a few times, were greeted in a courteous manner, and everything was explained politely.

Thanks,
Olejo Stores

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

4/13/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On Januaryu 16, 2013 I purchased a universal bed center support item for $59.99 which did not fit the bed. I returned it on January 28, 2013 per my cost. I have sent numerous email asking when I will see my credit of $59.99 and they keep telling me a it should be posted in a few days. I am still waiting and it is almost 2 months. Pleae assist.

Thank you,
***** *****

Desired Settlement: Would just like my credit of $59.99 applied to the credit card on file with Olejo.

Business Response: Here is the transaction ID:

Transaction ID: **********
Payment Method: XXXX****
Amount: USD (59.99)
Customer Name: ***** *****

Took a very long time to get refund from warehouse as they don't accept returns.  Sorry for delay.

Thanks,
Olejo Stores

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

4/6/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: In January 2013, I purchased a leather recliner from Olejo Inc. for $719. Upon opening the box after receiving the recliner, I noticed a 1 1/2-2" what mark on the piping on the front seat of the recliner. I contacted Olejo Inc concerning the mark and after several calls/e-mails I was told that I would be receiving a $95 credit. This amount was what I was quoted from a leather company in my area to come out and reapir the damage to the recliner. I told Olejo Inc that I would cover any additional expenses on my own above and beyone the $95. At that time, I was told by Olejo Inc that they would give me the $95 credit. I have not, to this date, received any of the $95 credit.

Desired Settlement: I would like to receive my $95 credit within the week. It has been two months since the recliner was purchased. More than enough time for the credit to be taken care of.

Business Response: Hello ******,
Money Order Sent Through PayPal - For some reason transaction could not be partially reversed because of transaction date. Sorry about that and thanks a lot for your business.Payment Sent (Unique Transaction ID # *****************) Thanks!

Customer Care

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint.

BBB's Final Determination: Consumer accepted resolution offered by the business.

BBB Comments: The consumer indicated to BBB that the complaint was resolved.

4/2/2013 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: On 2/25/13 I placed an order at Sears.com. The following day, less than 24 hours later I saw the same desk/hutch that I ordered on ******.com. I called Sears to see if it was early enough to cancel my order. They told me it was a "marketplace" order and gave me the number for Olejo. I promptly called Olejo. I spoke with the owner, ******, and he asked why I wanted to cancel the order. I explained that I found the same purchase for considerably less, and after he confirmed the pricing on ******, he said that he could not match (which I was not asking for anyways) and that since the order had not processed yet that he would cancel my order.

He seemed unhappy about my cancellation which concerned me that he would not issue the refund/cancellation timely, so I asked for a confirmation of refund. He stated that Sears would have to issue that since they process refunds. After three consecutive days of calling for a cancellation confirmation from Sears and being told their system was down, I finally was told that I had a refund number and was given it. (Only to find out later that it was only a number associated with my order) However, it eased my mind and I watched for my credit. I was told to wait 3-5 days for it to hit my bank, which should take place at the latest by the 7th.

When I got home yesterday three boxes had been delivered to my house. A desk, hutch, and bookcase. I was excited that my stuff from ****** had finally come in!! I pulled them in the garage and planned to assemble them over the weekend. Today being the 7th, I check my account online again for the credit. It had still not processed and I called my bank to file a claim. After filing the claim, I noticed that on the Sears.com order there was delivery information listed. I went to the garage and saw that the desk and the hutch were from Olejo, and the bookcase was ******. My ****** desk and hutch was still in route. So, I promptly called ****** and let him know they mistakenly process the order and needed to retrieve their item. He insisted that I keep in and that he would only charge me the “matched price” as ****** was selling it for since it would cost him more to retrieve the item.

I explained that I did not need two and I already had one arriving the following day. He told me to cancel my ****** order and get it from him. I stated that it would not be fair to them since it was already in route and arriving the following day. He was angry and telling me that since I received the item, it was mine. He said he was going to have ME pay shipping for the 107 pound, 2 box shipment. Understandably, I refused since it was not my error, it was theirs. He told me that I could cancel my order since it had not processed. Now, that they are out for shipping, they are claiming that it had shipped already when I tried to cancel. UPS shows the following for shipping departure: Plattsburgh, NY, United States 02/28/2013 9:59 P.M. Departure Scan 02/28/2013 3:45 P.M. Origin Scan 02/27/2013 1:31 P.M. Order Processed: Ready for UPS

Clearly, I placed my order the 25th, cancelled the 26th, and it was processed the following day, and did not even depart until two days later. THEIR MISTAKE. Here we are disputing the purchase, I have a claim in process with my bank. I also called UPS to decline the delivery. They are scheduled to pick up the item tomorrow. I will be tracking my order back to their store and expect a FULL REFUND. I do not intend to pay for shipping in any form or fashion. If anything, they should be paying me for the four hours I spent on the phone during my day with the bank, being verbally abused by ****** and the owner ******, and with UPS, and now in filing this complaint. I am disgusted by this entire process and cannot believe they are behaving so unprofessionally. I expect a full refund of my order ASAP, without question, as well as an apology as to the way they handled the whole process. Sears.com should also be ashamed of how they allow sellers of this nature on their site.

Desired Settlement: I expect a FULL REFUND IMMEDIATELY, and any company with any integrity would apologize as well.

Business Response: This is not a customer of ours. This customer ordered from Sears.com and the support of this sale is handled by Sears.com. This customer is mistaken with whom their claim should be with. If they contact Sears.com they should be able to get support

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint.

I am sorry, but the owner of Olejo is incorrect and he knows he is trying to push the responsibility off of his company to avoid bad publicity. I have spoken with Sears.com and was made clear that this is an issue that would be resolved by the seller, which is Olejo. You are 100% responsible for this issue and the resolution to this issue. Olejo the recipient of my money, they shipped the product erroneously, THEY refund my money.

Sears.com was merely the venue in which they were making sales...they are NOT the seller. The owner at Olejo told me "good luck" and that he would fight me. This is not right and I am only asking for him to be responsible for his own actions. 

A business with integrity would not push responsibility elsewhere. If you make a mistake, own up to it, and fix it. That is how you maintain a good customer base. Not by sending out merchandise by mistake after an order is cancelled and trying to force a purchase on someone when they cancelled before the transaction even processed. The item has been declined and is not in my possession. You can confirm this status at UPS.com. Tracking #*********************It states: 03/08/20137:23 P.M.The Delivery Change Request for this package has been completed. / Returned to shipper.***At this point you are holding my money when I have not purchased anything. This is theft.

Business Response: We are not the seller of record. Sears is the one that charged her card. Sears in the one who shipped the product. Sears is the one who processed the sale. This customer is confused. We stand with our response that she did not order through us.

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint.

That is incorrect. I am attaching an attachment from my purchase which states, "Salescheck: ************ Quantity:1  Sold and Fulfilled by: Olejo"

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

4/2/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: This complaint deals with both Sears and Olejo .I made a purchase on-line with Sears and the product ***** ***** complete bed set in pine was purchased with conformation number and payment . The next day I went online to view my confirmation page I could not called Sears they told me to call Olejo as it was being shipped by them. I was told by Olejo that they took the website down because it was put up incorrectly by Sears . That I needed to make the purchase while the website was live . The website had to be live for me to make the purchase and get a confirmation number I also have a print out that says in stock by Olejo.

While talking to Olejo I was treated very rudely and was told that it didn't matter the product wasn't available and I could never get it ,I asked not even on back order they said no! . I called Olejo again and asked if they would back me up since Sears was the one that posted incorrectly and again was treated rudely well actually down right ignorantly. Again was told item not available and they would not help me. So I decided to call an act like a customer since I had a copy stating it was in stock and asked if this product in stock and was told yes they had plenty in stock.

So I then again called back spoke to same person who told me that he was going to note that I had called several times and they would not help. If they have the product and the web site was up and I have a confirmation number the site was live when I purchased it they are responsible for shipping item. They did not like my comment I made when I told them when I purchased it they realized it was priced wrong so site was taken down. The site was up for over half hour after I purchased as my husband pulled it up at work to see what I purchased .

I do not like being treated rudely because your company made a mistake .You should proof read your site when you have another company post something! I should not have to deal with Sears . It has been almost a week and still do not have my money either. So lets see confirmation , you have my money, and print out saying in stock at time of purchase and your employees say you have plenty in stock. Who is not telling the truth. A mistake was made just make it right. I am also filing a complaint with the BBB against Sears but like I said I should not have to deal with them.

Desired Settlement: I would like Olejo to deal with Sears to get this straightened out themselves. They know the site was live when I purchased . I want my complete ***** ***** pine bed set with no damages and all parts delivered by date promised. I would also like for them to know how to deal with customers I have worked retail for 20 years if I talked to a customer the way I was treated and talked to I would not have a job and I am management.

Business Response: This customer bought through Sears.com, not Olejo.com. This customer is confused about whom they need to speak to in order to resolve their issue. Olejo has no record of order from this customer, and they keep calling telling our agents that they ordered from Sears.com. The customer needs to contact the place the actually purchased from.

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint. 

I purchased on-line from Sears yes but product being supplied be Olejo that is why you were contacted and were able to tell me that you pulled ad and were not going to send bed set to me. You were able to pull up my confirmation number so you are involved also. My complaint with you is that you told me the website was not live when I bought it but it was or I would not of been able to buy or view and receive confirmation ,I was told item not instock for you to send but it is . I have a bill of sale from Sears with your name on it. Product being shipped by Olejo. So where are you not involved?

I am dealing with Sears ,I am also making a complaint with the BBB as they are taking their time responding to me. There is no reason for hold up, like I said you have product in stock you are to ship I have receipt confirmation of sale print out stating in stock by Olejo. When your company was called you have in stock. Sears is the reatailer you are the supplier.You told me the site was taken down by you because Sears posted it incorrectly and you do not want to send the bed set at the price listed but you have to honor it also. second one not very good but you can make out says SOLD and shipped by Olejo and also in stock .

Business Response: This customer is falsely holding us accountable for something they purchased through sears.com. This is not one of our customers and has nothing to do with our business. This customer is highly confused.

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint.

Can I ask why when you were called you were able to pull up my reference number and tell me that you pulled the ad from Sear's and refused to send the bed set because it was posted incorrectly? If I was not in your system as a customer you would not of been able to do this. I have been in contact with Sear's they refuse to return phone calls and have not responded to my BBB complaint if this is not resolved with order being delivered I will take further action and will be calling Olejo as a witness for me as I had called and have proof and phone calls with you stating you refuse to send and pulled ad because it was posted incorrectly. You still carry the complete pine bed set in stock. I don't want to have to do this as it will cost the companies a lot more money then just the bed set.

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

3/29/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: First we ordered a hard side 14 inch waterbed pedestal and were shipped a 12 inch. They did not disclose that you needed a platform or sides. They sent a 12 inch drawer base only. Their solution was to keep the 12 inch and they would send us the rest at no cost, however that is not what we wanted. We offered to order the pieces we needed and would pay for them if they would send us the 14 inch base as ordered. After several calls they sent us the 14 inch but it was damaged. We know have two beds that we can not use. I sent pictures at this time. After we were told that he was frustrated at that we were costing him thousands of dollars, which I told him if he was frustrated he could only imagine how I felt! I said I wanted a refund, but he insisted he would send yet another set. It too was damaged. I sent more pictures. I now have three beds, none of which I can use. He told us that refund was not an option and that he would continue to send me pieces.

Desired Settlement: Refund and pick up all of the damaged merchandise.

Business Response: Sorry for the damages we have refunded you in full. We tried several times to send you the parts you needed to be a happy customer, and I am sorry we let you down. Please call us at 866 805 0120 with any questions regarding your refund.

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint.

In regards to complain...this complaint has not been resolved.  I am rejecting the business response.  All merchandise has been returned and the refund in the amount of 1409.00 to us has not been made.

Business Response: **** and ******,
Can you please confirm that the full refund has reflected on your end? The funds have been relinquished and confirmed on our end.  Thanks!

Customer Care

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

3/18/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I ordered a sofa whose delivery kept being delayed; I finally found one locally and cancelled my order. They told me they were able to cancel shipment. Three days later my credit card was charged. Despite several requests, apologies from them and promises for immediate resolution, almost a month has passed and I have still not received my credit. They charged me $289 for something that was never even shipped to me so I cannot call this a 'return', but whatever category you want to put this in, they have my money and I have nothing (and never had anything) from them, and they don't seem capable of returning my money. Please intercede!

Desired Settlement: I want my credit back in full. And given all the negativity about this company I wish their BBB rating would reflect that they are difficult to deal with and less than trustworthy when it comes to doing anything in a timely or businesslike fashion.

Business Response: Hi ****,
We communicated directly with you on this already and advised that we have called the bank and taken care of this. Here is the information again:

Transaction ID: **********
Payment Method: XXXX****
Amount: USD (289.00)
Customer Name: **** ****

Thanks!

Consumer Response: In reference to complaint, my credit card was credited back today (March 18). ******* *** says this was the first time Olejo had attempted to submit a refund for this.

BBB's Final Determination: Consumer accepted resolution offered by the business.

2/22/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I ordered a ******* Adjustable queen size base & ***** 13inch "memory foam mattress with white glove delivery. The mattress arrived over a week before the base. It was too heavy for me so it sat in my dining room for over a week. I had to keep calling to ask about the base. Finally they came to install it and it was one very thing older man and a younger guy to carry it upstairs it was very heavy and hard to grasp. They damaged my walls leaving deep scrapes in the dry wall and removing the paint. Then when they went to cut the plastic off the vivon mattress they cut a hole in the fabric. I called olejo and they told me to send pictures. When I went to find the hole I realized the base is smaller than the mattress by 3inches. I called Customer service I was told they would follow up and via email was given a case number. As I slept on the mattress one side is noticibly softer than the firmness from the middle and opposite side. I asked about the base and they told me they typically run smaller the salesman never told me that. I can see my bedframes support beams. When I sent in the pictures of how much it hangs over they implied I was being dishonest. I have asked numerous times for customer sevice to make contact with me about my issues. After you make a purchase this company could care less whether you are happy.

Desired Settlement: At the very least I want another mattress. Second I am not happy with the measurements of the base I was told I have 30 days to return an item but white glove destroyed the box and took it with them and they installed it so I cannot return it it was extremely heavy and I would have to pay shipping and a reshelving fee. These terms were not clear upon purchase. I feel since white glove damaged my walls and tore the mattress they should come get the base for return.

Business Response: Customer was sent a replacement mattress free of charge as of 12/5/12. This was handeled directly with the customer outside of BBB. Free mattress tracking information was via Fedex: ***************

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

2/10/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: When my mother ordered the air mattress from Olejo, we were told that it was a new, unopened product. With further inspection of the tag, the product is actually from 2007. Needless to say, within just a few short months, the motor blew out. I contacted their customer service line, thinking that they'd be happy to help me. I was wrong. I talked to a man who said he was the "manager" but every time I asked him for a solution to my problem, his only reply was, "well what do you want ME to do about it?" I told him his product was defective and he said there was nothing he could do except have me buy another one for a little cheaper (mind you, these beds are hundreds to thousands of dollars), but why would I ever buy from them again?

Desired Settlement: I want a new, CURRENT air mattress.

Business Response: This complaint is ludacris. Customer ordered 6/19/12. Item was delivered via UPS tracking number: ******************. Customer called 1/25/13 to say the bed was broken. We told her per our policy that it was outside of the 30 return policy as stated here: http://www.olejostores.com/shipreturnpolicy.aspx Explicitly states: All orders must be returned within 30 days, As part of our commitment to customer satisfaction, if there are any problems such as a mistaken or damaged item within 30 days from the order date, the customer will receive a replacement for no extra cost. If for any reason the customer is unhappy or unsatisfied with their purchase, they are free to return the item within 30 days for a full refund. Customer can purchase a new one at cost if they would like, but they are about 6 months and counting over the date where their 30 days would apply for a free replacement. We only ship new, 100% never been used or opened product. The motor might have been made in 2007, but that might just be  parts date, the product itself was brought into our warehouse ever 30 days and is all 100% brand new.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

2/4/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I RETURNED A PRODIGY ADJUSTABLE BASE TO THIS COMPANY AND THEY REFUSED TO HONOR THE RETURN. AFTER PURCHASING FROM THEM BASED SOLELY ON MY ABILITY TO RETURN IT IF IT DIDNT WORK OUT. I RETURNED IT BECAUSE THE BED DID NOT HAVE THE SAFETY FEATURES I HAD BEEN LED TO BELIEVE IT HAD. NOW I TAKE RESPONSIBILITY FOR NOW DIGGING FURTHER HERE, BUT THE FACT REMAINS THAT AT THE END OF THE DAY THEY REFUSED TO CREDIT MY AMERICAN EXPRESS, AND I HAD TO PAY OUT OF POCKET FOR THE SHIPPING BACK TO THEM. NOW I AM OUT OF A BED, OUT OF THE MONEY TO SHIP IT TO THEM, AND TO GET IT BACK I NEED TO PAY EVNE MORE MONEY. I AM SO DISSAPPOINTED THAT I AM CONSIDERING ALERTING THE ATTORNEY GENERAL OF MASSACHUSETTS. I CANNOT EVEN BELIEVE THIS IS AN ACCREDITED COMPANY. THANK YOU, **** ******, III M.D.

Desired Settlement: THEY NEED TO REFUND MY MONEY. ALL IASK IS THAT THEY HONOR THEIR AGREEMENT WITH ME. I AM A DOCTOR AND HAVE SPENT YEARS OF MY LIFE SAVING LIVES AND HELPING PEOPLE WITH MY OWN TIME. A COMPANY LIKE THIS SHOULD BE HELPING PEOPLE SIMPLY BY SENDING THEM PRODUCTS, WITHOUT MUCH INTERACTION AT ALL. INSTEAD THEY UPSET MY WIFE, AND HURT ME.

Business Response: This customer is not in our system, he never placed an order form us, he thinks we are the manufacturer or another retail outlet. We have no order from anyone by this name, we have no credit card history from anyone by this name, and no where in his complaint does he mention anything specific that would indicate that he is actually filing a claim against the correct business. We asked that this be closed out and stricken from the record.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

1/26/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: While looking to purchase an air mattress I veiwed the Intex memory foam queen sized mattress on their wedsite which states that they have 3 guarantees with one being lowest price. I found this same product on AirBeds4Less.com web site where they had the same mattress for $30 cheaper. I contacted the company and the individual that I spoke with said the bed is cheaper because you have to pay for shipping with the competitor. This is where the I believe the they are missrepresenting their claim. It states in their 3-1 guarantee under price section (vii), that shipping, taxes, surcharges, and other similar fees will be excluded form determination. I spoke to a rep there 2 times in 30min to inform them of their own policy which was also misrepresented by their customer service agent who stated that due to the shipping charges they will not reduce their price. Followed with the statement that I should buy it from the competitor because they can not match that price which is false advertising along with not adhearing to their policy under section vii.

Desired Settlement: To reduce the price the $30 and allow me to purchase the Intex memory foam ultra deluxe queen sized bed under their guarantee

Business Response: Hi Michael,

3 in 1 is not a pre-purchase price match guarantee. It is a post purchase guarantee that states that if the price on an item goes down on our site after the customer purchases the product, they can be reimbursed for the change in price up to 100 dollars. You can see the information for this here: http://www.buysafe.com/.

We also have a pre-purchase price match guarantee which says that we will beat anyone's total price of the product. If someone is charging $1.00 for the product and $60.00 for shipping, we would match the $61.00.

Sorry for any confusion we may have caused.

Thank you for your inquiry.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

1/23/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I ordered an accent chair from *** online,they charged my BAC card on 1/4/13.After one week i looked for status and chair was not sent..I called and was told it was a pending charge...as they said they sent me an email that three chairs were damaged at warehouse...They asked me to wait till mid feb..i said no,*** agn said he would cancel order and it was a pending che...I did not like his attitude and asked to speak to a Mgr....I spoke to ****** ..who also said the smae info and order was cancelled and no chareg would be on my card....It is now the 16th and charge is and always was on my card...I am a 100% disabled Vet and will not deal with this lying Co. and it's people.Please get them to do what they promised,as I have been mis treated especially by ***.

Desired Settlement: Complete refund and no further contact from this highly unrespectable Co.

Business Response: Hello,

This customer was refunded in full. Here is the refund info:

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

The customer was notified immediately upon determining that the item was on back order. The customer chose to take a refund instead of keeping the order open. The customer was then refunded in full and their pending charge was voided.

Consumer Response: ** ******* ****** ** ******** **** ***** ********* **** ********** ** *** ********** ********* ** *** ***** *** *** ****** ** ****** ******* **** ****** ******** *******

I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint *********
Regards,

David Barchi

BBB's Final Determination: Consumer accepted resolution offered by the business.

12/24/2012 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I had multiple problems getting a platform bed from an order i placed in August. Received damaged product - headboard and footboard. Both were replaced. Finally receiveing last piece, hardware was missing. Finally got hardware around late September early October. October one side of bed breaks when my son sat on the edge of the bed, my husband found scrap wood to put it back together. Early November the other side break when my nephew side on the other edge of the bed. Fixed again by my husband. I emailed customer service mutiple time and haven't gotten any response from them. I sent pictures of the broken side bars. I have asked for my money back and they can have the bed back. The have a page on their website with quality control and 100% customer satisfaction. But they will not answer and back their claims of quality or satisfaction. When a 100 lb person sit on the edge of your bed it shouldn't break.

Desired Settlement: they can have their defective bed back, i would like a refund.

Business Response: Hello ******,

Can you reply to us here with the images of what is broken so we can send replacement parts?

Thanks,
Customer Care

Consumer Response: Better Business Bureau: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # *******. This bed can not hold up a 100lb person sitting where it fell in on both sides. It will happen again if replacement rails are sent. This will not help me when they bed is clearly not made to be sat on much less anything else. It will just happen again because there is just a small strip of wood on the side rails and it is cheap press board strips. Not sturdy or durable at all!! This bed is useless n not very well made to hold up. I don't want replacement parts they can have this terrible piece of furniture back and I want my money back. I can't keep complaining and them not answer in two months when it will break again.****** ******** ******** ****** ********    

Business Response: ******,This is past the Return Date. We can send the replacement parts. Please let us know what you would like to do.Thanks,Customer Care

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

12/24/2012 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Ordered an ***** Air Mattress from Olejo.com. Air mattress was not as described and picture shown on website is different from that of the product I received. Company will not refund or give you store credit. They will only replace product with the exact same product even though is is misrepresented!

Desired Settlement: I would at the very least like for the company to give me store credit to use my money towards another purchase.

Business Response: Hello All,

We have issued store credit towards another purchase.

Thanks,
Customer Care

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

12/15/2012 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Ordered and paid for a mattress ****** Restore PT****. Have receipt for such. Delivered an inferior mattress and claims its what I ordered. Box says ******** model ******. They claim this is what I ordered. Not one place on my mattress or on box does it say ****** Restore PT****. *** at Olejo stated that I would see on tags and mattress that I received the PT****. However, there is not one place on ANYTHING to substantiate this. Everything says Model ****** ********, which is a cheaper mattress. Also, I was informed that my mattress was made in the US in Jessup, MD. Tag states IMPORTED FROM CHINA!

Desired Settlement: Would like to have the mattress I ordered. I want them to honor the price and model on my bill of sale. ****** Restore 10" Model PT**** and

Business Response: This customer ordered a product under the name it was listed 8 years ago with the SKU PT**** (that is the manufacturer part number). We told her we sold the same product under a different name. It is the SAME EXACT PRODUCT. The SKU and UPC code all match even though the name has been updated over the years for marketing purposes as is common in the mattress industry. This customer claims they didn't receive the right product, yet they are wrong, as confirmed by both the UPC code and the Manufacturer. They have the correct product. Prior to delivery of the product we spent over 5 hours with the customer on the phone in total talk time explaining the product to them and how the name would be different. They knew exactly what they were ordering as confirmed by us and the manufacturer. When FedEx went to deliver the product the refused claiming it wasn't what was ordered, although it clearly was. Then they called and spent 2 hours of talk time abusing our call center agents verbally. Our team decided it would be best to not do business with this abusive customer and told them we would be refunding their money. The product since it was refused was on its way back to the warehouse already and had made it half way back to our warehouse. Unbeknownst to us, the customer then called FEDEX and had the package dropped off and re-delivered to their home even though the product was already canceled and the order voided in our system. Now the customer has their money and our product and we are out both the sale as well as our merchandise. They are falsely claiming that we sent them a different SKU. All of this is incorrect. This is a situation of a customer taking advantage of a merchant for free product, then threatening to dispute the charge unless we give it to them for free. This is the FEDEX number (FEDEX: ***************) that shows the product being delivered and refused, and then redelivered. If the customer wasn't trying to take advantage of a merchant then they wouldn't have asked for redelivery even after the order was canceled. This customer is welcome to their funds as long as we get our product back to the warehouse. Otherwise the customer should be liable to pay for the good they purchased (considering it was the right product that was delivered anyway). They are clearly attempting to take advantage of a situation to defraud a vendor. We 100% disagree with any of the claims the customer has made and are taking our own actions to protect ourselves from these false claims including working with PayPal to have our funds returned to our account so long as the customer still has our product in their possession.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

11/7/2012 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: This is the first time I have ever reported a business to the Better Business Bureau. Olejo is the worst company I have ever bought anything from. I was lied to and yelled at by the CEO himself (he did not introduce himself as the CEO but just "a manager"; however, I later found out he is the CEO). I could not believe this man was a manager, much less a CEO! I purchased a ***** ********* Mattress and a bed frame. They offer false advertising, listing on their website "Ships White Glove" with every ***** mattress; however, this is not true. I had to carry this mattress into my home with my neighbor from quite a distance on a rainy day. The box was torn to pieces when it arrived. They advertise "White glove shipping means that you won’t be burdened with helping move in your new item as a white glove delivery team consists of at least two movers." There was only one guy who delievered the mattress and said he could not come into my home. (Thankfully, my neigbor showed up and offered to help because there was no way I could've carried it by myself). I asked the CEO what would happen if I did not sign for it, and he said I would incur various charges. Furthermore, the bed frame still had not shipped after 2 weeks and I was not going to receive it until after getting the bed. Obviously, you need a bed frame to put a bed set on. The CEO lied to me and told me he did not know if it had shipped yet when he obviously did (because he did not want to give me a refund). I had to stay on the phone with him for a very long time to even get it cancelled. When I called another time, a customer service agent told me a manager was not on duty. About 5 minutes later, the guy asked me to hold and the CEO picked up the phone. Yet another lie. The website says "100% Satisfaction Guaranteed"; however, this is obviously not the case. The CEO was extremely condescending and patronizing, saying "I just don't understand why you're not satisfied". I could not believe he had the nerve to say that to me.

Desired Settlement: I would like a refund for the amount of White Glove Delivery (~$250). I would ideally like for this business to be shut down. I plan on doing all that I can to make sure others know about the extreme false advertising and the way I was treated by the CEO of the company.

Business Response: I am going to respond personally to this, as this is an attempt at extortion. To be clear ******** has threatened our business with a bad BBB review because she did not choose in home delivery when she ordered and then claimed that she did.
******** placed this order for a mattress, box spring and metal frame directly through our website-www.olejo.com, and before purchasing had the chance to select her delivery options…she choose to take her delivery as a standard curbside shipments. Many customers choose to take curbside instead of in home delivery on their orders as it allows us to get the customer their product faster, or perhaps they do not like someone else to enter their home. I do not know why she choose not to select the in home delivery option…but she did not. On the day of delivery she then called in and said “if you don’t add in home delivery to the order then I will write a bad BBB review.” As a result this is her attempt to take advantage of a business that went above and beyond to help the customer. Like I have stated before as CEO/ owner of a business there is no better way to learn about customers likes and dislikes then spending time on the call center phones. No one was rude to ********, we only worked to help her resolve her issue.

The issues with ******** actually started a few days before delivery when she called in to inquire about a metal bed frame that was also part of the order. She was not a customer I had personally talked to until she called in and started cursing and yelling about a metal bed frame that she wanted to cancel. I told her that she could cancel the order, but that the bed frame has already shipped. I told her that if the package was late (arriving after her mattress as they were shipped from two separate warehouses) that we would bring it back at no cost to her. She choose to continue to yell and curse for no apparent reason.

On the day of delivery she called in raving and ranting and cursing at three separate reps. Her issue was that the delivery agent was slated to be arriving between 12-3 pm, and it was 2 pm and they weren’t there yet. Our agents instructed her that the driver was en route, not currently late, and offered to do a conference call with us, her, and the driver to alert her to the delivery schedule. She declined, choosing instead to continue to yell and curse. She then realized that she didn’t choose in home delivery, which is clearly marked on the site as an option for what she ordered. She threatened that if we didn’t give her it she would blackmail us on the BBB. We told her that she did not select that as an option, and as a result this would require us to have to take the product back, switch delivery agents, and then re attempt delivery the following week- she hung up on us before we could resolve her issue, and after several attempts at reaching her back found out that the driver had arrived shortly thereafter and she had opted to take the delivery on the initial shipment. We were sent a delivery confirmation notice. 

******** took possession of her products, there is nothing wrong with them, and she has zero reason to be upset. We have recorded customer phone calls of her extreme verbal abuse as a customer, and we will not stand for being blackmailed and extorted. It is a shame that some customers choose to treat service providers this way.

In response to her claim about the metal bed frame that she wished to cancel we have since refunded her for that, I have pasted the transaction showing the refund below:
Transaction ID: **********
Payment Method: XXXX****
Amount: USD (64.00)
Customer Name: ******** ***

If we could write a customer complaint on her we would…she is out to take advantage of businesses, extort them for services she did not pay for, and verbally bully people into submission. Other business owners should watch out.

-*** *****
CEO, Olejo.com

Consumer Response:

I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint.

Business Response: The customer provided no additional comments. Please advise what our business needs to do at this point? We stand by our initial response.

Consumer Response:

I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint.

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

8/28/2012 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I wish I could choose seval of the natures above. On Feb 29th 2012 we ordered a Nextel king size bed from Olejo.com we were told it would be delivered in about 2 weeks… even though there website promises 7-10 days. After a couple of weeks I contacted Olejo inquiry about the delivery… they said it was in our city and that the shipping company would be contacting us that day or the next to schedule a delivery time. The next day came and we did not receive a call from a shipping company. We contacted olejo again. They said that there was a customs delay and that the paperwork had just gone through. We were told that we would receive a call that day or the next. We waited again.. no call. Finally after about 2 weeks of calls and inquires the bed was delivered on March 30, 2012. 1 month after it was ordered and over 2 weeks later than promised on their website. After sleeping on the bed for 11 days we were not satisfied with it and decided to use Olejo’s 30 day satisfaction guarantee return policy. When we called on April 10th we were told to exchange the bed instead of returning it to save on fees. We agreed to exchange. We were then told we had to wait 14 days to exchange. I was told I would receive a call on the 14th day to process the exchange. I never received a call. I called Olejo after the weekend and asked for the exchange to be processed. They then told us we had to wait 21 days for an exchange. So we waited. Finally on April 27th (2 weeks after the promised 14 day exchange policy) we got the exchange process going after many more email exchanges and phone calls. They charged our card for the exchange and added a $99 fee that was not explained on their website. We paid the fee and expected the bed in about 2 weeks. The day the exchange papers went through we asked for an ETA for our exchange. We were told we would receive a call back that day once they spoke with the ****** manufacturing company. We waited 1 week and never received a call with the ETA. On May 4th when we called them they then told us that they would not be able to contact the ****** company because ****** had just been purchased by a larger Canadian company. They would not even have an ETA until maybe the following week, and that it would be at least 2 additional weeks until we received our bed. So much for the 7-10 day delivery as promised on their website.

Desired Settlement: I want them to pick up the bed at thier expese and refund me in full.

Business Response: The customer decided to explore different resolutions for this case, and we have worked it out with them directly

Consumer Response:

Better Business Bureau:

I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # *******.

[If you are rejecting the business's response please enter your rejection comments here.]  They did not work it out directly.  I went to my credit card company and reported it as a fraudulent charge.  The credit card company sided with me and that has been the resolution.   The vendor has not been cooperative in the least.

Regards,

**** *******

 

Business Response: We are sorry that this customer felt the need to pursue other options. This has been closed out on our end.


BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

8/26/2012 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On October 1, 2011 I ordered "**** Bed Futon Mattress Gripper Strips-Standard" Order Number ********** Product Description: (from their website says): The Gripper Strips by **** are a great accessory for your futon. These strips keep your futon mattress from sliding down the frame. The bottom of the strip adheres to the slats of the frame and the top of the strip holds the mattress in place. Use 2 strips per futon. Gripper Strip Features: Self stick peel off back Keeps futon mattress in place on a futon frame Use 2 per futon, one of the seat deck and one of the seat back Set of 2 Gripper Strips They only sent 1 Gripper Strip, the description says "Set of 2 Gripper Strips" I called them at least 3 times on 10/21/2011 (**** *******), 10/26/2011 (******) 11/16/2011 (**** *******), to no avail. I would like the other Grip Strip or a refund

Desired Settlement: I would like the other Grip Strip or a refund for the one I never got.

Business Response: Hello ******,

The second gripper strip is going out on Monday. Sorry for the delay in response on this complaint. I apologize for the inconvenience and delay on everything.

Thanks,
Customer Care

Consumer Response:

I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint.

This complaint has NOT been resolved I was waiting to receive the gripper strip which they said they would send out on Monday April 30 (which they have also said they would in the past) before I would respond, I still haven't received the gripper strip, which was 2 weeks ago, why would you assume the complaint was resolved until I received the gripper strip?  This is the problem they say they will send the gripper strip but they never do.

 

 

Business Response: This item was on extended back order and was shipped out on 5/12/12, ****** can you please confirm this?


BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

8/21/2012 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have ordered a low profile bedframe ( queen size) from olejostores.com on July 13th. I've recieved the product couple of days later but after opening the package I've discovered that the some parts of the bed frame were missing ( screws and wheels ) and the actual frame had marks and scratches all over it. I've tried to resolve the issue with the said store but without a success. After several phone calls and emails requesting the damaged item
to be replaced I was left with no resolution to the problem. This store's costumer service seems to be highly unprofessional failing not only to respond in a timely matter but to offer any kind of solution to this day ( August 9th).
I would not recommend this store to anybody and I would advise any potential costumers to make their online purchases at more reliable sources.

Business Response: Hello **********,

We spoke with you yesterday and ******* informed you that your claim had been filed and the replacement was set in motion. The warehouse that this ships out if is closed on Fridays but we will get you the tracking for the replacement as soon as we have it. We assure you that you will receive a replacement shortly and are very sorry for the inconvenience we have caused.

Thanks,
The Customer Care Team @ Olejo Stores

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

8/17/2012 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: On May 21, 2012 I ordered a futon cover on-line through Olejo.com. The company promised "free ground shipping". The charge was $112.00. I purchased the cover to carry to my beach home in Puerto Rico. I left for *Word Rejected*June 5 and the cover had not arrived. While in P.R., I purchased a cover for the new futon so that it would be usable as a couch while I was there. I returned to my house in Massachusetts on June 12 to discover the delivery of the Olejo futon cover. It had arrived UPS ground. As a wished to return this futon cover, I searched the shipping box for the information on how to return the item. There was no information in the box. On June 13, I called the shipping phone number on the box, but it was in Minnesota, and the person who answered said that I needed to call the Olejo Company. I found number on-line, as it did not appear on the shipping sheet in the box. Only the Minnesota address of SIS Covers for the Home appeared in the box. When I called Olejo in Boston, I was robo- instructed to email for the information about returns. I emailed, and later received information about another phone number to call. I called it today (June 14) and asked for customer service information on how to ship back a return item and how to receive a credit. I was told I needed to talk with "****". The person who answered put me on hold and apparently went to look for ****. At this point, I really thought I was dealing with a fraudulent company, as I had never in all my years of ordering items on-line, ever had this type of run-around through the internet and phone in order to receive simple information about how to return an item. After 5 minutes I hung up and re-dialed. Another person answered. I explained that I was waiting to speak with ****, and that I had hung up after 5 minutes and re-dialed. The person said in what I thought was a rude tone "Well, he had to go get ****". At this point I wondered "What is this company ? If they do not give me the return information, I may need to file my first-ever complaint with Better Business Bureau". Soon **** came to the phone. I explained that I was looking for customer service information on how to return an item. He told me he would e-mail me the information "in about 30 minutes". I told him I was finding these customer-business interactions most unusual and a little suspect, and that I was getting increasingly unhappy with the deal. He told me then that while he would email me the information on returns, he wanted me to know that I would be responsible not only for the initial shipping cost (NOTE: in violation of the "free ground shipping" written claim at time of purchase, of which I have a written copy), but also the return shipping cost, AS WELL AS A 15 % PENALTY FEE ON TOP OF THE SHIPPING FOR THE ACT OF RETURNING IT !!! This is when I contacted BBB. I close by saying that I have found the entire experience distasteful as a customer. To re-iterate an earlier comment, I have never experienced the rudeness, the evasiveness, and (maybe I've just been lucky over the number of decades I've been ordering on-line) the explicit "bait and switch" aspect of an on-line purchase such as this.

Desired Settlement: I hope to be given an accurate return shipping address and an agreement to not charge the initial delivery shipping and to not charge a penalty for return. I will gladly pay the return shipping, but I expect to see a full credit for the purchase of the item ($112.00) on my credit card. I will not offer the full credit card number to anyone at this company, as I currently have developed a major distrust of their business practices. If they prefer to mail me a check for $112.00, that would be acceptable. Then I will return the item to the mailing address they provide.

Business Response: This customer was sent the product in a timely manner, and they were given the option to return it per our shipping and return policy. Although it is unfortunate that they did not decide to do that, we did everything that we could to assist them.

Consumer Response:

Better Business Bureau:

I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # *******.

[If you are rejecting the business's response please enter your rejection comments here.] 

My reason for rejecting the company's denial of my ability to return the item (a futon cover) is that I was already engaged in a process of asking them how I could return it, and they stated that they would reduce by a certain percentage the rebate they would send me for returning the item, even with my willingness to pay the shipping.  I clearly stated to the company why I could not use  the item.  At this point, despite the fact that I have a negative opinion of the company's policy of not returning the entire cost of the item for unused and returned items, I am willing to return the item and accept their practice of reducing the rebate.  I will need the company to provide me with a return shipping address, as I have recently contacted them and asked for their "return authorization" number and mailing address so that I can ship the unused and unopened item to them.  I would greatly like it if BBB would stay involved as a mediator until this transaction is completed.  Please advise.  Thanks,  *****

Regards,

***** ****

 

 

Business Response: *****,

We will check with the manufacturer to see if they will still take this back. We would like to go on record stating that we did send you the return authorization in due time. It has since expired since we did not receive your signed copy by the deadline. We cannot guarantee that we will still be able to take a return on this. We will advise shortly.

Thanks,

Olejo

Consumer Response: [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #*******.

Regards,
***** ****

BBB's Final Determination: Consumer accepted resolution offered by the business.

7/27/2012 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I ordered a product from this business which was not as advertised. I was assured repeatedly by the sales person that if the adjustable base I was ordering was not comparable to what I had experienced when sampling other adjustable beds, that it would be replaced or exchanged with one that was - no questions asked. The day after delivery, I called to tell the sales person that the bed was not a comparable product, but, in fact, was either defective or inferior. The sales person was not available to take my calls and I was routed to a manager. I was then informed that I had to ship it back myself and also pay a 15% restocking fee. I informed the manager that this was not what I was told before the purchase - that I was told that if the base was not comparable to the one I was considering, it would be replaced with one that is comparable or it would be picked up and I would receive a refund - no questions asked. It seems that the sales people will say anything to sell a product but will not come to the phone once it is delivered.

Desired Settlement: Replace the base with one that has quality comparable to the ones I experienced while shopping or pick up the base and refund my money in full. It may be of interest to note that I am writing this only 24 hours after having received the product and less than 3 days after the purchase was made.

Business Response: Hello ***,

You received the EXACT product you purchased. You could not supply us with anything that was wrong with it even in this "dispute". We delivered it extremely quickly (as requested) and did everything 100% to standards as promised. If you
would like to return the product, you can, but you have to abide by the return policy. I have attached a copy for you here.

Thanks,
Customer Care

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/30/2012 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: On June 5 I ordered a table and in an email sent to me the company stated; the following is copied from an email OLEJO set me. "1.Processing- Depending on the item you have ordered this step can take anywhere from 24 hours to 5 days. The variable of time depends on the size of item ordered, and its availability. 2.In Transit- This process starts when the item has left the warehouse. This process from warehouse to your door can take 3-7 days based on location and size of item ordered. 3.Delivered- Voila! Your item has arrived! At this point feel free to call us toll free with any questions you might have at 866-805-0120!" On June 17 I chatted with someone online about my order and was promised I would have a call on Monday which was the next day. Guess what... no phone call so on Monday I tried chatting again and got the run around that they were checking on the status of my order. So now it's June 18 and I called Olejo because I know they were not going to call me. Told me the warehouse was closed and they would get me information tomorrow. I've already been down that road. I asked to talk to a manager and guess what? They said they dug and found me more information and gave me a tracking number. It's already been longer than promised and how can I trust someone that promised to get back with me and never did. It's dificult to do business with this company. Waiting longer then I should have too.

Desired Settlement: I would like for Olejo to pay for the shipping.

Business Response: Hello ****,

As discussed here: http://www.olejostores.com/DeliveryOptions.aspx . Adding ***** ***** to your order adds to the lead time. Please note that this is is linked on the top of every single page of our web site.

You contacted us on the 6/17. A case was opened in the system and you were contacted the next business day. We cannot honor this refund because everything happened according to the what is printed on the site and what was discussed on the phone.

Thanks,
Customer Care

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

5/8/2012 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I ordered and paid for a piece of furniture on 1/1/2012. On 1/4/12, I was advised via email that the furniture was backordered 1-2 weeks. On February 9th, I was advised via a phone conversation with customer service at Olejo that they would look into my order and call me back on February 10th, which they did not do. On February 16th, I emailed Olejo and was advised that my furniture was shipping out that day. On February 27th, I emailed Olejo
again after not receiving my furniture. On February 29th, I received a response to my email from February 27th, stating that they would look into it tomorrow (February 30th), to which I never received another email nor phone
call. I contacted Olejo's online chat numerous times to check the status of my order, always with the same response that they would look into it. Approximately the first week of March I again called Olejo after being asked to do
so by the online customer service rep.. I was advised that they were having trouble getting my order from the factory and asked if I'd like a refund issued, to which I advised would be fine. I called back to check the status of my refund and was told that they would check into it. I have yet to receive my refund and I did not receive the furniture I ordered.

Desired Settlement: I want my money refunded! There has been more than enough opportunity to resolve this!

Business Response:

Hi ****,

We have tried to refund the $79.00 but it will not let us do it because the transaction is past its expiration date. Can you please call accounting at (617) 963-0269 so we can figure out and alternative way of relinquishing the funds?

Thanks,
Customer Care

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

5/8/2012 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: The children's bedroom furniture set I ordered is described on their website as "solid hardwood" however the furniture set I received includes a total of 14 drawers all made of cheap particle board stapled together. The drawers dont have stoppers so they pull right out of place when opened, definitely not safe for a child. In addition, each of the 3 pieces of furniture are a different color shade so they do not match and look terrible and the dresser dimensions are wrong. If needed, I saved Olejo's descriptions on their website and took pictures of the furniture I received which include measurements, color and drawer photos which I am happy to submit. I reached out to Olejo who adverstises a satisfaction guarantee on their website and they said I can return the products but at my own cost plus I would be responsible for the outbound shipping which was originally free and a 15% restocking fee. *** ***** told me the information they advertise is what the manufacter passed along so he won't take responsibility but I told him that I bought the furniture from his company so he should have that dispute with the manufacterer he purchases from and resolve my issue but he refused several times. Mr. ***** also told me that he won't do anything for me because I signed for the merchandise when it was delivered but I replied that he knows it was delivered in boxes shrink wrapped on a palette by a truck delivery service so I was not able to inspect the merchandise upon delivery. I researched the manufacturer, New Energy, and no where on their website do they claim "solid hardwood" for this set. I also spoke to a New Energy employee, **** ******, and he agreed the furniture is not made of "solid hardwood". Mr. ****** said he would try reaching out to Mr. ***** to persuade him to resolve my case but when I spoke to Mr. ****** 2 days later he said Olejo did not respond. Mr. ****** of New Energy said he wanted to help me but unfortunately he doesnt have my money so there isnt much he could do and agreed I should take further recourse with Olejo. I also ordered 2 mattresses and received 2 memory foam beds. Nonetheless the memory foam beds advertise on their website as being 6" deep but the ones I received only measure 5" so Mr. ***** agreed they are defective and said he would have them picked up the next business day and then refund the $225 for them however it has been 1 week and I have yet to receive any details of a pick up.

Desired Settlement: Since the products I ordered are not as described on their website and falsely advertised, I want them to retrieve their furniture and give me a full refund. I have also placed a dispute on my credit card.

Business Response: Hello,

Customer is very confrontational. We cannot do what she is asking as far as the bunk bed because we do not cover buyer's remorse under our warranty. We can have the mattresses picked up as promised but the customer is threatening to not wait for the refund on those and open a dispute with the credit card company. Since this is the case, we have to go through them before touching the product.

Thanks,
Olejo Inc.

Consumer Response:

A) Not that is it relevant to the issue at hand but I have NOT been confrontational and can prove that with the "recorded lines" Mr. ***** has repeatedly thrown in my face.  I have been VERY willing to resolve with a  REASONABLE solution.  I can provide every date and time we spoke so they can retrieve ALL recordings.
B) I DO NOT have buyer's remorse for the 4 piece furniture set I ordered.  I indeed need furniture for my child.  However I would like the hardwood quality I ordered by what was advertised on the merchant's website.  What I received is positively not that.  You CAN NOT advertise something and then expect the customer to be ok with the product being something else.  THIS IS CLEARLY  AND SIMPLY A FALSE ADVERTISEMENT SALE so the misdirection of  false and irrelavent excuses by the merchant should not be tolerated.  He should be held accountable to simply address the facts at hand.
C) I submitted the credit card dispute on 19Jan2012 at approximately 5:50pm, which is 6 days or 4 full business days after I recieved an email from Mr. ***** stating a pick up was going to occur on 16Jan2012. I called Mr. ***** on 18Jan2012 inquiring about this so called pick up and he stated there were some issues with the pick up so I would receive notification of the details by the next day 19Jan2012 so I gave him the benefit of the doubt and waited until after the business day ended but still had not received anything so I had no choice but to submit the dispute with my credit card company for the full amount I was charged.

Regards,

****** ****

 

 

Business Response: I am not sure how this was missed. As per the customer she has chosen to pursue other avenues with her dispute. We offered her a full refund for the mattresses (being that they had a legitimate defect claim). For the furniture, the customer was able to speak directly with the manufacturer. The furniture was exactly as pictured and depicted on our web site. That being said, we understand if she did not like it but that is a different form of dispute than the one that was brought up. Regardless, she has gone down a different avenue with the whole dispute. I would just like to close this case out. Thanks, Customer Care

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

4/27/2012 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Company advertised on their own website as well as Amazon.com the *** ****** Honey Captains Bed (*******) size full, regular price 739.00 on sale for 339.00 Optional 6 drawers price 129.00. I spoke with ******** about this bed as well as about mattress options. Upon deciding to purchase the bed ONLY - I called and again spoke with ******** and asked if I could lock in the price of 339. for the bed and 129 for the drawers and make the purchase on 13 April 2012. When I called on that date, I was initially told that I had to wait to place the order with ********, then told he just walked in and was assisted by "***" - whom I now believe is actually the owner, *** *****. After being placed on hold several times, I was told that the price was for a "package deal" - (incorrect), and that unless I also purchased a mattress and protector, drawers and bed frame that the price would not be honored. It should be noted that according to *** - the notes in the system states I wanted the Merlot bed. The "***" I spoke with would not give me the name of the owner - would not give me contact information, at one point hung up on me. He did after calling again, give me the email address for the owner and suggested that I email him. and he was "sure he would call me right back". He responded to one email asking " ***** - what seems to be the issue". No further response was given and further phone call confirmed that the "***" I spoke to was in fact the "owner".  Horrible experience.  Clearly violates "breech of contract" since the company owner refused to honor verbal contract.  Also violates FCC - concerning false advertising. Having taken "***'s" advice and looking up the "owner" on the web - I at least have some understanding that a ** year old, may be immature enough to behave in such an unprofessional manner.  Immature, unprofessional

Desired Settlement: Honor your price advertised and locked in . - 339. for the bed. As gesture for the trouble, should throw in the drawers at no cost.

Business Response: Hello *****,

Our sale on the Captain's Bed ended. I am sorry that you were not able to purchase the bed by the "sale end date" but because of price fluctuations we can never "lock a price in". This was not false advertisement, the price was accurate and honored within the sale period.  You tried to purchase the bed 1 week after the sale had ended. If that item ever goes on sale again we will let you know. As for current sales, ******** Furniture is on sale this week if you would like to take a look at some of those products.

Thanks,
Customer Care with Olejo Inc.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

4/20/2012 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I had several email and telephone conversations with a gentleman named ****** ***** who claims to be the owner of Olejo. He sold me a Keetsa mattress and a Leggett & Platt adjustable bed on Tuesday, April 4th. After corresponding with the owner of Keetsa, *** *********, I was informed the mattress and adjustable bed were not compatible. After hearing this information, I contacted *****l the same day the mattress was purchased to request an immediate refund in the amount of $2770.15. He tried to justify the sale, but I repeatedly requested a FULL REFUND by phone and via email to *****l's email address at ***************** My credit card has been charged $2770.15 and ****** ***** did not keep his promise to refund my monies. My concern is Olejo's integrity. They are more concerned about profit and deceptive selling tactics than providing suitable products for consumers

Desired Settlement: I would like a full refund in the amount of $2770.00 as soon as possible.

Business Response: My name is *** ***** and I AM the founder and CEO of Olejo.com. I don’t normally respond to these myself, but I am making an exception to the rule in this case to address this false and slanderous accusations made by ********* ****.
As a founder of my own internet retail company I often take time out of my day to work the phones in our call center. Since our call center is our main touch point with customers I like to be involved and see what kinds of questions and concerns customers have when on the phone with our sales and customer service agents. Doing so allows us to build a better business, and provide a better service to customers- which is the end goal. We want Olejo.com to be the single best place to buy mattresses and furniture online! By being on the phones I am in a position to be on the front lines allowing me to find ways to improve our business and overall operation. On the afternoon of 4/4/2012 I was working the phones when I took an incoming call from Mrs. ********* ****. After I looked up her account I realized she had already spoken to several of our agents at various times over the last couple of week. I spent approximately 45 minutes on the call with ********* in which she specifically asked for a memory foam mattress and an adjustable bed base. We spent lots of time going over her questions and concerns, and she ultimately decided to pick out a mattress by Keetsa, and an adjustable bed base by Leggett and Platt- two VERY HIGH END brands of products, and both of which are sold together all of the time. Memory foam is traditionally a great product to put on an adjustable bed base because the foam is bendable- so as the base adjusts up and down, so does the mattress. In this case ********* specifically asked for the Keetsa mattress and adjustable bed base. She ended up purchasing the product. About 20 minutes later she called up asking to cancel…as she said that she had been told by Keetsa that the bed was unusable on the base- something which isn’t true, but they did say that using the particular mattress on the base would void the warranty…something I was unaware of, and quickly made right by offering ********* a free 15 supplemental warranty! This warranty is a product that is sold to customers for extra protection for other issues that might arise with mattress ownership that would be covered by manufacturer warranty including: human and pet liquids that damage the mattress, tares, rips, and foam breakdown, weather or water related damage.
As anyone would do in this situation I spent time with ********* at this point going over all of the product again- reeducating her on how the base and mattresses work together, and how the supplemental warranty would work in the case that she ever needed to enact it. After going over the product again she admitted that she had misunderstood and that she would in fact like to keep the order open. About an hour later ********* called back- this time hysterically screaming and cursing. She asked to cancel the order- at which point we voided the transaction. At 6pm during our daily batch our she was emailed a copy of the refund transaction ID, the amount, and the card info that the refund would be applied to. I have pasted it below for reference.
Transaction ID: **********
Payment Method: ********
Amount: USD **********
This is where the relationship should have ended. The customer had been sold a product, they decided to cancel, they had been refunded in full. Customers are entitled to cancel if they want to, although we like to determine why customers want to cancel as a way to ensure that we as a business are not the reason. In this case for the next 3 days ********* chose to take this a step further. She followed by sending approximate 15 separate threatening emails to my personal email inbox- threatening everything from physical harm, to slandering  my business. Her emails were filled with inappropriate and racist remarks, and abusive language.
Now let me say this: customers are entitled to their own opinion- if they had a bad experience with us then that is really a shame- and we take that feedback into consideration and work hard to fix whatever happened so that future customers can avoid having any similar issues. What I won’t stand for is a customer with an agenda who is simply lying on a public forum. I am responding to this personally because as the owner of the business I take an immense pride in making sure Olejo is run effectively, and morally. I completely disagree with *********’s claims and I would say that any customer, current or future, or reads this please keep that in mind. I would also say that any customer who wants to speak directly to me feel free to: my email address is ****************. I welcome any customer to provide me feedback, ask questions or contact me directly.
-*** *****
CEO Olejo.com
4/7/2012  


BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

4/13/2012 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Upon delivery of a 2 mattress sets, It was documented that one of the boxes was damaged with two holes punched through the box spring and the delivery people broke the terracotta tiles on the front steps as the hand truck did not have teflon runners for going up stairs. The Olejo company compensated us with a dust ruffle to hide the two holes punched in the box springs, BUT have refused to do anything about the broken stairs. They are the ones who hired and contracted with the truckers, not me. They are responsible for the damage being fixed. I have waited almost a year to get this settled, but keep getting "blown off" by everyone up to the president, *** *****

Desired Settlement: I have spent over $300. to have the stairs repaired. I expect a check for the same. The company is great at taking orders, but stinks on caring about post sale customer satisfaction

Business Response: Hi *******,

We are still working with your claim with HDUSA. Can you please send an work invoice from the company that fixed damage to customercare@olejo.com to help us with the process?

Thanks,
Customer Care

Consumer Response:

I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint.   I have already provided this to the company almost a year ago.

 

 

Business Response: *******,

I would be more than willing to submit the Invoice to the delivery company. I just checked your file and I cannot find a copy of the invoice. The delivery agency always asks for substantiation of value from us and I was unable to supply it. Can you
please reply to this message with the invoice attached at your earliest convenience so I can file a rebuttal?

Thanks,
Customer Care @ Olejo Inc.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

4/5/2012 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: On January 24, 2012, I purchased a Dormia 4 Inch Low Profile Foundation-Twin mattress from Olejo. (******************************************************** Within several days of the order, I received a phone call from Olejo. The voicemail explained that there was an error and the order would require a shipping charge. They stated the shipping charge was $140.00. I subsequently returned the call and cancelled the order. In addition, I sent an email on January 25, 2012 cancelling the order. On January 26, 2012, I received an email from Olejo stating the order was cancelled. On February 16, 2012, I wrote another email stating the charge was not refunded to my credit card. Further, I explained that if no action is taken to remedy the issue, I would file a complaint with the BBB. On the same day, an Olejo representative wrote back stating the order was cancelled on February 8, 2012, and my money would be refunded. To date, I have not received a refund.

Business Response: Hello *****,

I will e-mail accounting on your behalf and have them look into the refund for you right away. I have asked them to make sure the card was charged in the first place and if so to clear a refund right away.

Thanks,
Customer Care with Olejo Inc.

Consumer Response:

I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #******** Further, my credit card statement confirms that the money, in full, was posted on April 3, 2012.

Thank you for facilitating this return.

Regards,

***** ******

BBB's Final Determination: Consumer accepted resolution offered by the business.

4/4/2012 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: According to the company's website the product I ordered was available to ship within 2 to 3 days. The subsequent email I received estimated delivery to be between 4 and 12 days with the product being shipped no later than 5 days after the order. After 7 days I contacted the company to determine when I could expect it to be shipped. I was told I would get a call back. After 2 days I had not heard anything and once again called the company. I was informed that the product was shipping and that I should have it midweek (about 4 - 5 days later). 7 days later I still have not received my product. Now I am told that it is arriving with the delivery crew today and they will contact me to schedule delivery. It has now been 19 days since I ordered the product. There has been no apology or explanation of what the problem is. When I mentioned the email with the time frame indicated the customer service rep I spoke with just discounted it as "a standard email we send out." There was no mention of the websites indication that the product would ship in 2 - 3 days.

Desired Settlement: The website needs to be corrected to indicate actual delivery times. The email sent to verify orders needs to indicate actual times for processing and delivery. When there is a problem the customer service reps should not discount customer questions about times for delivery. I want my product in my home as soon as possible.

Business Response: Hello *****,

We are very sorry for the long transit time but this product ships out of Canada. It takes 3-5 business days to ship out, 2-3 business days to get to the border, and then it starts its trek to you local delivery terminal. This is one of the few items we ship from Canada. I apologize for the long wait.

Thanks,
Customer Care

Consumer Response:

I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********

The long wait time would not have been an issue if customer service had kept me informed of the expected timeline and responded to my calls or emails. My emails are routinely ignored and when I am told a service member will get information from another source (the warehouse, the manufacturer, etc) and return my call I do not get a return call. Thus far I have had 3 emails ignored and been told that I would receive a return call on 2 occassions in which I never  got a return call. I received a damaged box and was told that a replacement would be ordered immediately and that I would get the new tracking information. That has been almost 3 weeks ago and I still have no information as to whether the item has been ordered or shipped at this point in time. 

Regards,

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

 

 

Business Response: Hello *****,

I wanted to follow up here to make sure this had been closed out. We have issued you a full refund.

Thanks,
Customer Care with Olejo Inc.

Consumer Response:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********

Regards,

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

BBB's Final Determination: Consumer accepted resolution offered by the business.

3/13/2012 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I called in an order on January 14th, 2012. ORDER #********** . I told the rep that I would purchase that day but I had to check with the wife, will my card be charged if I had to change the order. They said my card is not charged unless the item is shipped. I called back to change my order the 15th, they said the item had not shipped yet so they can change and I should not charge for my original order. Needless to say I was charged that day for the full original order amount and the item hadn't been shipped. My new order was substantially less. After several calls and complaints, I still have not received my refund and my new order still has not been shipped. I even have a cancellation email. Original order was 3500 new order 1711.

Desired Settlement: I would like a refund 1789 immediately, some type of compensation for holding my money so long and my item shipped with tracking info.

Business Response: Hi ***,

I just reviewed the calls on this order. It looks like we refunded the money quite some time ago but your bank had not released it to you in a timely manner. I believe that *** and ******* reviewed this process with you. I believe that ******* supplied you with the tracking when you did call in. The reason why your card was charged was because we had staged the item to ship rather quickly, with both the first and the second order. Please let me know if you have any other questions.

Thanks!


BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

3/3/2012 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Repeated efforts to return two mattresses have resulted in one problem after another. Company sent boxes for the two mattresses I want to return but then sent a delivery company who refused to pack mattresses. Oleo then finally rescheduled pick up of mattresses with a full service shipping company but when I contacted them to schedule the pick up, they said the paperwork Olejo sent them was for a delivery only. I tried calling Olejo again a little before 5 p.m. EST during their business hours but got a recording that they were closed.

Desired Settlement: I have been trying for months to get issues resolved with Olejo. At this point, I want my charge card credited with the agreed upon refund amount regardless of how long it takes Olejo to pick up mattresses. I will hire someone to stack mattresses on floor in my bedroom and they can sit there until Olejo can get their act together.

Business Response: This has already been resolved.

Consumer Response:

I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns.


 

Business Response: Hello All,

I just saw this was still open. The mattresses were picked up a while ago. I just want to get this closed out so I am checking what is pending.

Thanks,
Customer Care

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

2/28/2012 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: (email from company after I requested a refund, my response is under, no reply has been received yet) Hello ***********, We are sorry that you did not find the Couch to your liking. As all the dimensions are clearly listed on our website our normal return fees will apply. To view our return and exchange policy, please use the link below. ************************************************ Your Order total was $115.00, a 15% restocking fee applies so 15% of 115=$17.25. Shipping costs were $89.25. So your refund will $115-17.25-89.25=$8.50 Your Refund Total will be $8.50 Please send the package back to Olejo Inc. ** ********** *** ***** ** ******* ** ***** Thanks for your interest in our products. Please feel free to reach out to me directly at (**** *** ****. I look forward to hearing from you, answering any questions you have, and earning your business. Best, Customer support ***** *** **** Dear ******* *******, Thank you for your reply, I now understand why many of my friends and family are not comfortable shopping online, because of misleading and straightforward lying companies such as that you are representing. I will be reporting your company to the BBB, posting this information on many social networking sites making sure no one I know will ever be misled into buying anything from your site. After receiving your email I contacted an associate at ***** and found out that the shipping charge you are charging me is at a 231% markup of your actual charge from ***** of $38.63, and you are charging me 89.25 plus a 15% restocking fee which is a 276% increase over your cost to return an item that I was misinformed on. The dimensions by ***** are also more close to the actual dimensions of the product which they said were 40*27*17. I took the item to a furniture store to get the dimensions and the height of the item is only 16.5 inches and your website claims that it is 53.5 inches. This is a major difference for you to tell me that you have the dimensions stated on your website when they are clearly wrong. Same as I told you it belonged in the children' furniture section of your site and you were unaware that even existed. YOUR COMPANY IS WHAT IS WRONG WITH ONLINE PURCHASING. You stated in your email what your return policy is…The following is a cut and paste from that exert… “As part of our commitment to customer satisfaction, if there are any problems such as a mistaken or damaged item within 30 days from the order date, the customer will receive a replacement for no extra cost. If for any reason the customer is unhappy or unsatisfied with their purchase, they are free to return the item within 30 days for a full refund.” This is also at the top of every one of your web pages “100% customer guarantee and a 30 day return policy.” Both of these are false and misleading information, because if someone actually reads on past requesting a full refund that is promised in the first paragraph they will see that there actually is no chance of receiving a refund at all. To claim 100% customer satisfaction is a straight up lie. Your site does not state which products are of a available 15% restocking fee either, and putting 100% refund within 30 days above all of this mumbo jumbo is downright unethical. To verify the phone conversation we had. I was searching for a small pullout sleeper for my 13 year old nephew when he stays over at my house. I called your business on 1-16-2012 a few days before I placed my order. The representative I spoke to told me this product is perfect for a 13 year old to sleep on. I asked him what the dimensions meant and he stated that the dimensions of the sofa on the website are with the couch closed which would have been perfect for a 13 year old. I then ordered the product on 1-20-2012 After receiving the product not only was I misled by your representative on the dimensions of the couch, your website is also 100% wrong on the dimension listing. So once I received the product on 1-28-2012 I was very upset as this product is useless to me. I called your customer service number on Sunday and was left on hold for over 20 minutes only to find out that your customer service is closed on Sundays, you take orders, but don’t concern yourself with customer complaints or refunds. I was then told by your representative that someone would call me back on Monday (1-30-2012) to handle my refund first thing in the morning. After no response I then called back at approximately 3:30 pm on Monday 1-30-2012 and waited on hold for 15 minutes and then a representative answered who couldn’t handle my return. I then waited on hold with him for another 15 minutes before he told me that you would be calling be back later. If you and the company you represent honestly determine this situation to be handled properly with a new customer, then as I stated above You ARE WHAT IS WRONG WITH ONLINE SHOPPING!!!!! I will be returning the product to you even if I have to take a loss on it, as a matter of principle to make sure I do my part from stopping a misleading website taking advantage of their customers. I maintain 3 drop ship websites, while I understand the difference of your company having more overhead; I understand more the importance of good online customer service when a customer is not face to face with a product, it is more difficult to make a purchase. When there are companies like yours out there misleading them, and not standing by their products this makes the rest of us who run ethical websites look bad to the average consumer. Shame on you and your company for misleading online customers ***** *****

Desired Settlement: not losing $52 to send this product back, they need to also list it on their site that it is not 100% money back and it will cost more than than the product costs to return it to them. Their dimensions of furniture also need to be corrected before they sell more products. I reviewed the product also and they did not list it on their website, so they are also filtering what reviews get published.

Business Response: Hello *****,

You were never charged for the item at the request of **** in Customer Care. Enjoy.

Thanks,
Customer Care

Consumer Response:

Better Business Bureau:

I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # *******.

I appreciate the refund but as I stated in my complaint this is not just
about the money, it's about properly informing online customers what
they are purchasing.  The website still has the wrong dimensions on this
product and in their questions and answers it claims to be even bigger than the
dimensions state, which it is not even close. Along with the refund the website
needs to be changed to correctly inform the consumers what they are purchasing
before they try to charge them more than the product costs to return to them
what was originally misinformed.    

Regards,

***** *****

 

 

Business Response: Hello *****,

The dimensions where right the letters where just mislabeled. I have erased the public QA. The Shipping and Return Policy can be found here:

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

Thanks,
Customer Care

Consumer Response:
Better Business Bureau:

I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #*******.

Regards,

***** *****

BBB's Final Determination: Consumer accepted resolution offered by the business.

12/27/2011 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I wanted to order a queen size comforter set and found Olejo's website after internet searching. One of their products looks beautiful and is described as a comforter set. Here's the Product Description posted on Olejo's website: "Elegantly adorned, the Biata collection is perfect for a master bedroom. Composed of shades of ivory and gold, the comforter features a medallion woven over scrollwork and textured elements. The tailored bed skirt is detailed with rows of pleating and trimmed with a gilded chain link. Standard shams accent the top of the bed with clean lines and pleating. The understated yet refined faux-silk Euro sham has a textured mini-diamond pattern on the reverse. The first of the two 18" square pillows is highlighted with a medallion appliqué and finished with tassels; the other is embellished with diagonal embroidery on organza and trimmed with matching tassels. The 14”x20" boudoir pillow in gold Lurex-embroidered fabric is pieced with center pleating and finished with beaded fringe. Dress your windows by coordinating lined solid draperies and a fringed valance". A very attractive picture with the entire comforter set is also posted. Without looking at the title, which is quite small, I placed the order. However, I was very surprised to see the product after it was delivered to my house. It is just a bedsheet set, costing $79.99! I went back to the website and checked again. Yes, the same description without a single word mentioning "bed sheet". The only thing that says "bed sheet set" is the title. Again, the title is much smaller than the beautiful picture and other information. I think companies selling the product should post the exact description of the product itself, not something related to it. At least they should post the correct picture of THE product. I called the company and told them that the information posted on their website is very misleading and I would like to return it. First they asked whether I wanted to buy the comforter set, which costs $189. I said no because I cannot trust a company with misleading information. They said fine, because I haven't opened the package yet, they will accept the return but I have to pay the 15% stocking fee and shipping. I restated that it was because their website information is misleading that I got the wrong product, but they refuse to pay the stocking fee and shipping. I think they should take the responsibility for posting misleading information. If it says clearly in the "Product Description" that it only contains bed sheets, I wouldn't have ordered it. They should be responsible for paying restocking fee and the return shipping.

Desired Settlement: Olejo should pay the restocking fee and shipping for returning the product.

Business Response: Here is the description:

h************************************************************

It doesn't say anywhere that it is a comforter set. It actually clarifies that it is for the sheets set. We are sorry you made a mistake and are willing to give you a discount off the comforter set but you cannot expect us to exchange a 79.99 item for a a 189.00 item.

Thanks,
Customer Care

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

11/26/2011 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: October 5, 2011 at 1:25 pm (PST) I, purchased an Adjustable Base Therapeutic Massage." Explaining to ****** *****, whom accepted my order, my Craftmatic duel massage upper and lower extremities base of 33 years was longer functioning...  After several calls to customer service concerning the delivery status, I verbally canceled my order. ******** from the sales department responded, acknowledging and apologized for his colleagues wrongful communications. The wrong base was delivered October 26 2011. (No extremity's action) I called ******** before signing the delivery authorization, and he told me that he would order a massage kit to place between the base and mattress for the effect. November 9, 2011, the Night Magic Sleep Massage Therapy by Innomax. arrived via FedEx for pick up. I called the company because of its warning dangerous and safety measures when used. This product is not to be used with the base I purchased and immediately calling ******** informing him about the products safety instruction. He accepted my request to return the base I purchased. Home Direct in ** ****** **********, Olejo Stores delivery and pick up contact called for conformation, which was refused, unless I pay for the return. According to the companys Return Policy, my thirty (30) days will void November 26, 2011.

Desired Settlement: I need the company to abide by their thirty (30) day contract. Authorize Home Direct to retrieve their product and Return my refund of $ 1,398.00Thanks. ***** * ************ * ***********

Business Response: ******











You purchased the Silhouette Base which does not have foot massage as explained to you by your salesman ******. In the conversation, you were pretty adamant about going with this model even after ****** discussed other models with you. You did not receive the wrong model, you received the model that was purchased.















You still apply for the return policy. All you have to do is ship the item back to us. If you e-mail ******************************** , they will be able to supply you with a return address.















As far as the massage unit, it is compatible with the adjustable base. You spoke with **** at the manufacturer and she had advised you of this. That is the unit that we use when a customer wants to add massage to a non-massage base.















Thanks,















Olejo Inc.

Consumer Response:

Better Business Bureau:







I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********

After my lengthily conversation October 5, 2011 with ******* (salesman) I made it “Infadically” clear as being an owner for thirty (33) years of a “Craftmatic Adjustable Bed” my upper and lower extremity ‘Duel Massage Motor’ was  no longer functioning. Therefore; I needed a base with the same operating system. In purchasing an important unit over the phone, I specifically questioned the order, perceiving he understood my request before submitting my credit card.In calling Olejo Stores at 4: 18: pm (PST) for instructions concerning their producer of returning the unit, and spoke to**** in the sales department who, informed me I would have to pay for the shipping charges. On a fixed income, I expressed my sincere feel about paying for ****** ******* mistake (Salesman) who the order was given to. His response was “I don’t know because, I didn’t take the order” I am sixty-nine, (69) tried with a positive to adjust sleeping on this unit, however, is hindering my circulatory and nervous system. I truly believe these young salesmen are waiting for my 30 day to expire in November 26, 2011. I need your assistance for a pick up and delivery to the company without charge. My fund returned in full.







Sincerely,



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



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



Regards,

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

 

 

Business Response: Again, you picked the item that you ordered and received that item. I am empathetic that the wrong product was ordered but you still would have to ship the product back to us.







We have tried to resolve every complaint that you have had but this one is something that we had no control over as it was the model that you emphatically requested.







Thanks,



Olejo Inc.



BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

11/25/2011 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: On the night of April 30, 2011 between the hours of 10:30pm and 10:45 pm I was searching the internet looking for a waterbed mattress to replace the one that had sprang a leak about a hour before that I had for over 20 years. When I did a search I came across Discount Waterbed.Com and was looking on that website when a chat window appeared from *** and I responded to it inquiring about a waterbed mattress. *** responded call me I will make you a deal. So on April 30, 2011 at 10:55 pm I called *** ******* and spoke to him on the phone told him what I was looking for and he seemed to be helpful at the time. *** gave me a price of $264.00 delivered for a Cal-King watedbed mattress ,waterdbed heater, 8oz bottle of waterbed conditioner, and he would throw in a free waterbed liner for free an $49.00 vaule he said. I told him I needed this as soon as possible he said it will not go out untill Mon. May 2, 2011 and he would not be in work until noon on that day. He suggested I call at 9:00 am on Mon to place the order so it would ship out that day in order for me to get it as soon as possible. On Monday May, 2, 2011 at approx 9:10 am I phoned in my order and talked to ****** whom I placed the order with. The order consisted of the following, waterbed mattress, waterbed liner, waterbed heater, and waterbed conditioner. He took the order and saw ***s notes form the Saturday evening before and the price of $264.00 total delivered. He said  I would get and e-mail confirming this order. I was out of town that day and would not see my e-mail until the next evening Tues. May 3, 2011, when I saw it it did not show a heater on that email so I called in to inquire about it. I was told that the heater was in the shipment so on Wed. May 4, 2011 I received a shipment of 1 box from Fed-ex, when I opened the box I found a mattress and a liner that is all. It was about 5:30 pm then so I called in to see what happened and spoke to ****** again told him what happened he said it was too late that day to send a heater out to me but he would send it out on Thurs, May 5, 2011 and that the conditioner was sent from a different warehouse and could not be tracked because it was sent USPS. On Fri, May 6, 2011 I did receive a heater by fed-ex  but still no conditioner. I waited and waited but none came, but they did take the $264.00 from my account and $34.00 of that is listed as conditioner. So I waited until Tues. May 10, 2011 to call again talked to *** as him what was going on he said I dont know but I will check on it and get you some out tomorrow. Still nothing. So on Fri. May 13, 2011 at 5:26 pm I called again and spoke to ****** he said it has been shipped, but he would be sure and ship me some conditioner out on Mon. May, 16 2011 so I would get it next day, I ask he to please send me an email so I could track it myself he said I will do that. Today May 16th I got home and no email no phone call nothing. I think I have given them a far amout of time to resolve this problem. I made one more call to try and find out anything about this product spoke to *** again, told me to call him tomorrow afternoon.

Desired Settlement: Deliver the product as ordered or refund the $34.00 charged to my account for the missing product Product Name Shipping Type Product Total Classic Sleep Products Natural Expressions 850 90% Waveless Hardside Waterbed Mattress-California King Small Parcel Zone 3 $180.00 Classic Sleep Products Waterbed Conditioner-Standard Small Parcel Zone 1 $34.00 Classic Sleep Products Hardside Waterbed Mattress Liner-California King Free White Glove $50.00 Classic Sleep Products Hardside Waterbed Heater Standard

Business Response: Hello *****,







The last call we have from you, you spoke with Robert and requested a conditioner and fill/drain kit set by blue magic (instead of the basic conditioner that you had). ****** OK's this. We shipped it. This only ships from California and though it has already shipped, it takes a little while to get to your home.







Thanks, *******











Consumer Response:

Better Business Bureau:

I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # *******.

I never requested a fill/drain kit from Robert. He offered that to me I guess as a good jester.  I said I just want the product I bought but but he said no I am going to get you  the whole fill kit. And what do you mean instead of the basic conditioner I had ? Never had any at all that is my whole point. And now you say it shipped from California, that is the first I have heard of that I was told it all ships from Maryland. No one there has ever said anything like that to me I have talked to ******* ******* *** ******. So now you telling me that it comes from California well the order was placed on May 5, 2011 @ 9:18 am and lets see today is May 18, 2011 and still nothing. Now what is the problem with this?







***** ********[
If you are rejecting the business's response please enter your rejection comments here.]

Regards,

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

 

 

 

Business Response: I just found this complaint in here from a while ago. I was under the impression this had been closed out a long time ago.







Please advise.







Customer Care



BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

10/6/2011 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Subject Thank you for your order From *********************** To ****************** Sent Tuesday, April 19, 2011 10:39 AM Hey, Thanks a lot for your order! Please note that the charge on your credit card statement will show up as Olejo Inc. We are sure you will be 100% satisfied with your purchase. We want you to know where your item is every step of the way so we have provided a personal order number below for you to use. Simply click the order number and you will be able to view your item as it moves through our three stages of order fulfillment. 1.Processing- Depending on the item you have ordered this step can take anywhere from 24 hours to 5 days. The variable of time depends on the size of item ordered, and its availability. 2.In Transit- This process starts when the item has left the warehouse. This process from warehouse to your door can take 3-7 days based on location and size of item ordered. 3.Delivered- Voila! Your item has arrived! At this point feel free to call us toll free with any questions you might have at ###-###-####! We thank you for your business, and make sure to let the world know what you think of your purchase by writing a review. Olejo Inc. Here is your personal order number: *********2 . Here are the products that you ordered: Product Name Intex Pillow Rest Classic Air Bed-Twin Shipping Type Small Parcel Zone 2 Product Total $49.00 Tracking In September around the 3rd of the month the mattress balooned out on one side of the bed. It does not leak just is balooned up and out so high that you can't hardly lay on it. I am in no way satisfied with this bed. I also have another bed that I bought from them on Wednesday, January 19, 2011 11:40 AM and I am very satisfied with this one. I think that the balooned out mattress should have lasted at least a couple of years as I have bought other air matresses before through the years that have lasted 5 to 10 years at the same price point as this defective one.

Desired Settlement: Refund of all moneys spent = $50.00 since the Olejo Stores Inc is such a hard customer to deal with I do not wish to purchase anything else from them. ***** ******

Business Response: This is a manufacturer complaint against *****. We cover our airbeds for 30 days risk free and after that, as advertised, it is a manufacturer issue. The product you purchased is a temporary sleep product not a permanent solution.

Consumer Response:

Better Business Bureau:

I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # *******.

[If you are rejecting the business's response please enter your rejection comments here.  ] I have already contacted Intex and they said that I should go back to the seller which is Olejo stores INC.

Regards,

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

 

 

Business Response: Then I recommend opening a BBB complaint against them. We have a 30 Day Exchange Warranty offered by us but the rest of the coverage would be through the manufacturer.

Consumer Response:  I have purchased two air mattresses from Olejo Stores Inc, the one 19 inch high mattress was bought in Jan. 2011 and is still a great mattress, and the other one that I am complaining about is only around five months old and is definately defective, and ***** the Manufacture says that Olejo Stores Inc is responsible  The following is from the Intex Website. Warranty or no Warranty, My Complaint is that if one mattress is 

lasting and doing well then the other one in question should too.
FAQ ID: *
Product Category: ?
AIRBED,FURNITURE/PUMPS 
Created on: 2008-01-29 | 05:23:27
 Last Updated: 2010-02-12 | 14:20:20
Question: Does the ***** airbed come with a warranty?
Answer: ***** airbeds do not have a warranty. If you have any questions regarding the replacement of your ***** airbed please contact the original place of purchase. Replacements are issued through the retailer in accordance to their store policy. .

Regards,

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

 

 

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

9/21/2011 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On September 7, 2011 I ordered a recommended replacement product for my waterbed. When I sopke to a customer service rep via their on-line chat service, I was very specific on what I desired. I asked for a replacement bladder for a Queen size bed that was a dual bladder (one bladder per each side of the bed to provide zoned levels of firmness). The product that was recommeded to me seemed to match what I needed based on the discription, but there was not an image available for me to make sure this is what I wanted. I then made sure to ask for confirmation that this was a replacement bladder for a dual-bladder waterbed. The CS rep said "yes". i them ordered the item that day before 9AM EST. In the order process, it was stated that many items ship the same day, but can take up to 5 business days to ship depending on the size and availability of the item. I thought that since the item was not very large in size and being a replacement part, that it would most likely be in stock, so I proceeded with the order. The website also stated that if there was a problem with availability that I would be contacted. When I checkout of thier order screen, I looked for an option to upgrade my shipping, and there was no such thing. Within minutes of completing my order, I received a confirmation e-mail with my order number and a reideration of the shipping policy. On 9/13, I tried to check on the status of my order with ***, an online CS representative. He informed me that the order had not shipped yet, but it should ship out either that day for the following day. I asked him to yet again confirm that the iterm I ordered was what I wanted, and he informed me that my order was for one bladder for the entire bed, not for a dual-bladder set up. I informed *** that was not what I was told I was ordering, and asked him if they carried anything like to product I was looking for. he did not respond to me, and after a few minutes, my online chat with him was closed for "inactivity". I felt like he had just essentially hung up on me. Later that same day (around noon), I called the toll free number, and could not get through to anyone in the CS department. I work in CS, so I understand that volume of calls can be overwhelming and left a message asking someone to call me back with information about my order. I made it clear that I was not satisfied with how my order was being handled and that I would like a call back later in the day. When I was getting ready to leave work for the day a little before 5PM, and tried to call the same numebr again. I spoke to ******, and he informed me that my order would ship later that day or tomorrow morning. When I asked him about the same-day shipping that was stated on the order screen and why I did not receive an e-mail notifying me of the delay in my order he told me that this item had to me made-to-order on a custom basis. I thought that was a lie, but at this point I gave him the benefit of the doubt and asked that he please check on my order and inform me when it will be shipped out. He told me that he would put that inquiry into his logistics manager and I would receive a call back later that day or first thing in the morning. I then inquired about the possibility of an upgrade on shipping since this order had not gone along with what was stated on their website. He informed me that to upgrade the order to 2nd day shipping would be over $200 becasue it was about 15lbs in weight. I told him that price was not accurate. My company ships commercial grade fabric across the United States all the time. I have proveded freight quotes for customers that weighed more than 15lbs and were sent 2nd day from NY to CA and it was not anywhere near $200. his response was that we must have a great feight deal with our shipper, and that *** charges more. I informed him that we use ***, and that's the price we get for a Business agreement. I never received a call back from this CS representative. On 9/16 I checked again on my order, and found that it still had not shipped. I called again and sppke with ******. He could not tell me why my order had not shipped and told me that these orders typically ship out right away, so I now had confirmation that the company was not being truthful with me. He told me that he would put another note on my order for the logistics manager and I would receive a call back later that same day. I informed ****** that if I did not receive a call back that I would be contacting the BBB and to please inform his manager of this. I then gave the order information and phone number to my fiance so that he may call later in the afternoon when I knew I would be busy. He called the number twice, and the first time he was hung up on by the CS representative. The second call he made to complain about the hang up and still try to get our issue resolved, he asked to talk to a supervisor or manager. He was informed that the supervisor was "too busy, and to try calling back another time." and hung up on him again. At this point we are very close to cancelling our order.

Desired Settlement: I would not only like my product to be delivered, but I would like my product to ship out to me Overnight at no additional cost to me and 10% off to compensate for the delay in this order and the lack of adequate customer service repsonse. I would also like a sincere aplology for the fact that I asked for help repeatedly and received nothing in return.

Business Response: We shipped product with ***** tracking ***************. Had a mishap with tracking making it into the system but this was shipped last week. I have gone ahead and canceled order at customer's request, will issue full refund, and will re-route item back to us. I was trying to explain mishap on the phone to customer was hung up on. In regards to the rest of the claims, a large majority of them are grossly over exaggerated. As far as the lead time on the product it is 5 business days for the waterbed bladders, as explained to the customer on a phone call with ******.

Thanks

Consumer Response:

I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # *******.

While I did cancel the order I placed, the comment made about my other claims being overexaggerated is a complete fabrication. Every call that I made after the initial mis-hap on 9/13 was carefully documented on my end. I was told that my order would ship by a certain date by 2 separate people, and this did not happen. I was also told by these 2 people that I would receive a call back with an update on my order, which did not happen and no apology was made for their lack of response. When I called to cancel the order, I was told that my order shipped out on Friday afternoon, 9/16 and that they were having technical problems with receiving accurate tracking information from the supplier's warehouse. As a customer I should have been notified of this issue as soon as it became apparent, nor does it explain why I was not told that my order shipped on Friday when I called or later that same day when my fiance called to check on the order. This brings to full view the inaccuracy of the company and their willingness to help each of their customers to the best of their ability. This response does not address a couple of other grievances that I have. The first being that if in fact my order was to ship in 5 business days, it should have shipped around 9/13. The date that this did ship out was actually 8 days after I placed my order. Had any member of the CS team returned my calls, this whole situation could have been avoided. The second grievance that this does not address is the fact that my fiance was treated with such disrespect when he called and that he was told that the supervisor was too busy to talk to him, told to call back later, and then hung up on. If the supervisor on duty was helping another customer, there should have been an offer made to hold while they finished with their current customer and they would be with him as quickly as possible. The third grievance is the fact that I was told by one member of the company that the item for my order had to be made custom and that was the reason for the delay and just a couple of days later another member of the company told me that orders for this item normally ship very quickly. Yet again showing the company's inability and unwillingness to give accurate information.

Like I have stated before, I work in customer service doing the same type of job that this company does. Had I mislead any of my customers in this fashion and not responded to my customers when I specifically told them I would, I would be out of a job and the company I work for would have a very poor repuation in our industry, and possibly would not be in business anymore when we have just celebrated our 35th year in business and still going strong and building a better and stronger reputation. The kind of treatment I was suject to by Olejo is something that leaves me flabbergasted. There was never an attempt to apologize for the fact that return calls were not made and that shipment was almost double what they advertise.

Regards,

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


 

 

Business Response: You canceled your order and hung up on a customer service representative, I am not sure what kind of resolution you are looking for. No one ever mistreated you or anything of the sort and the order did ship last week and was set to arrive this week.

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

8/30/2011 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: At or about 8:51am(est) on Wednesday 8/17/2011, I placed an order for a memory foam air bed. Because I wanted the bed delivered by Friday 8/19/2011 (no later than Saturday 8/20/2011), I paid an additional $79.00 for two-day shipping. Throughout the day on 8/17, I repeatedly checked the status of my order to see whether it had shipped. The tracking page of my order showed that my order was still processing and had not been shipped. At or about 11:00pm on 8/18/2011, I chatted with a customer service representative about my order not being shipped. I was told that I would be contacted on 8/18/11. In the morning hours of 8/17/11, I sent an email stating that if I could not receive my item by Saturday, that I wanted a full refund. Having received no response by 1:00pm, I engaged in a chat session with ****** *****, who stated that my order had been shipped and that he was working on getting me tracking information. I had to ask him when that information would become available and how I would be contacted when it became available. He stated that tracking information would be available in the afternoon and that I would be contacted via email. I stated that If I didn't receive an email by 3:00pm(est) that I would be requesting a full refund. He stated that that would be unrealistic and that tracking information isn't available until 7pm or 8pm at night. I reminded him that he told me that I would receive tracking information in the afternoon. He had apparently lied. I reiterated that my tracking page showed that my item had not yet shipped, and that if it had shipped that tracking information would already be available. Mr. ***** could not tell me when my item was actually shipped--more evidence that he had lied. He stated further that my item had been shipped two-day and that he would forward me tracking information as soon as it became available. I told him that I did not believe him, and informed him that I would be filing complaints with the BBB and the MA Office of Attorney General. It was only then that Mr. ***** attempted to contact me via phone.

Desired Settlement: For Mr* ******* dishonesty, I am entitled to a full refund of $218.00--$139.00 for the bed, and $79.00 for the two-day shipping.

BBB's Final Determination: Consumer accepted resolution offered by the business.

BBB Comments: The consumer indicated to BBB that the complaint was resolved.

8/29/2011 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: On or about May 20, 2011 I purchased ******* ******** Spit King Air Mattresses and ******* & ***** Split King Prodigy bases from Olejo Stores,, Inc. for a total amount of $4,299.00. $1,901.00 was for the beds and 2,398.00 was for the bases. At the time of purchase I was told that if I was unhappy with the beds I could send them back land there would be a 15% recyling fee and I would have to pay the return shipping. On or about July 15, 2011 the merchandise was deliverd and set up. My wife and I tried it out for a couple of weeks and decided that we didn't like the bed but did like the bases. On or about August 4,2011 I called Olejo and talked to a man named Nick and told him of my intention to send the beds back. He told me that there would be a 15% recyling fee and that I would have to pay for return shipping which I said was fine. On August 9, 2011 I called back to see what the exact amount of my refund would be and spoke to someone named Dan. He told me that I would not only be responsible for return shipping for the beds and a reclying fee of 15% but that I would also have to pay for the original shipping to me in the amount $150.00 and an increase in the bases of $599.00 because I had bought a "package deal". I told him I did not think I should pay for the original shipping and he went and talked to his manager and came back with a couple of different options. The first said that they would wave the original shipping and that I could pay the 15% reclying fee and the additional $599.00 for the bases and send the beds back. The second was that I could keep the beds and sell them on Craig's List and something about sending me a different bed which I did't full understand. l told him I was not interested in another bed because that was my first mistake in buying a bed that I coiuldn't try out first. At first I told him I would pay they extra $599.00 and send the beds back but then said I would have to think about it. I called today, August 11,2011 and again talked to Dan. I told him that upon further reflection that I did not think that I should have to pay an additional $599.00 on top of our original agreed upon price for the bases. I was never told when I bought the beds and bases that there would be an additional charge if one or the other was returned and if that is their policy that it should be disclosed at the time of purchase and put on the invoice. Not only did they try to charge me for original shipping, which was included in the original price, but now they want to charge me an additional $599.00 for the bases. I think that is very bad business policy. Air beds and bases are sold seperately all the time and are not like a regular box spring and matress that are sold as a set. I have since found the same bases at myluxurymattress.com for $2,499.00 including tax and delievery so I know it is not true when they say they can only sell them at $2,999.00. Dan did offer me one final alternative which was to send the bases and the beds back but the packing and shipping would be prohibitive (which is why I think the reason for the offer) and I do not see any reason to do that as they are two seperate items and can be bought individually and are listed as such on the invoice.

Desired Settlement: I would like them to stick by their original agreement that I can send the mattresses back for a full refund minus the 15% recyling fee and I wil pay the return shipping.

Business Response: Hello ****,

After reviewing the order and its respective cases, I see what the problem is. You purchased a base and mattress set, which was discounted because it was a set. Now you are trying to return part of the set but still pay set price for the items that you are keeping. Unfortunately, you cannot do that.

Thanks,
Marcelo

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

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