Complaint Category: Defective, damaged, or incorrect product received
Complaint: I ordered an Eileen Fisher rug in March of 2013 and paid for it. The rug was defective, I waited for 9 months for the other and this is also defective
I ordered an Eileen Fisher rug in March of 2013 and paid for it. When the rug arrived it was defective: one could easily see that the rug was worn out and the color was faded; some parts were almost blank. I called the company to complain and ask for an other one, but was informed that at the time they didn't have any more rugs and that I will have to wait until October when new shipment arrives. I asked to remain in touch and be informed how the things develop, but they forgot me, so I had to call them in October, to remind them about my case. I was promised an other one. Months were passing, and I was calling every month to know what is going on, but I was always assured that I will get one. I talked on the phone with several sales representatives, some said they were managers, but we didn't go anywhere. There was no rug for me. I finally wrote to the President of the company and two weeks later, one representative called me to say that she is taking my case and that she will find a rug for me (it was before Christmas of 2013). She called me again after a few days and told me that there is a rug for me, The rug arrived on December 30, 2013 and when it was on the floor, I noticed the size of it: it was 5" smaller in the width (I placed the first damaged rug on this second one to compare the size and with the ruler I measured 5" wider on the first rug (dimensions of the rug should be 5'6" x 8'6" and the first bad rug has these dimensions)then it should be. It was obvious that the "new" rug shrank. I carefully examined the rug and also found a few holes: the wool was gone and one can see the cotton treads - the backing of the rug - through. I was devastated. I called the lady/manager and told her what was going on, that Garnet Hill sent me for the second time a damaged rug. Her main concern was that they have to get to the bottom of how the person let the rug pass the quality control (and how about the person who let the first (damaged) rug also to pass quality control and send to the customer:myself) when it was obvious of its defects, but didn't care that I have been waiting for almost a year to get a good rug which I ordered and paid for almost a year before. She asked that the rug be returned and examined (the second one and the first will sill be with me, unfortunately) and she arranged for UPS to come to my house to pick it up. This will hopefully happen tomorrow, but there is no resolution what will happen to me. Garnet Hill would want to refund me the money and to get rid of me, but I want a rug, for which I paid. It seems that they don't have an other (good) rug, or they don't want to send me a good one, because they have new customers with orders which they have to fulfill and so neglecting my case and want to return my money. I want a rug! I ordered and paid for it almost a year ago. I'm an old lady and can't wait for ever. I wanted to enjoy this rug as much as I still have to live, but Garnet Hill deprived me of that. They have a larger one (there are two sizes and it seems they still have more of that size and I requested to send me a bigger rug (I don't have the money to pay the difference, this is the reason that I ordered and paid the smaller size), because I deserve it after so much wait and wasting of my time on telephone and psychological torture of all the promises and of their doing nothing for me
Initial Business Response
After picking up and inspecting the rug the customer felt was defective, we ordered and inspected 2 additional rugs, one of the same size and one the next size up that the customer had requested as compensation. These rugs are handmade and what the customer felt were "defects" are actually due to the nature of the construction. I agree, the rug that she did receive had a few missed knots. We have called the customer and offered her the next size up as she requested but the customer has decided it will be too big for her room. After explaining our findings, the customer has opted to choose a different rug. We have discounted the replacement rug for her, as well as sending her a rug underlay pad at no charge. We will follow up with the customer next week when the new rug arrives to ensure that she is satisfied.
Final Consumer Response
(The consumer indicated he/she DID NOT accept the response from the business.)
Although I came to the agreement with the company and settled the case, I need to say that their response was not satisfactory to me, as they didn't take responsibility to explain why the company short changed me. They are mentioning only the second rug (this one old and defective as the first one I received almost a year ago) and not at all explaining why the company did to me, in the first place, this injustice, which dates back to February 1913. I expected the company to explain to me why they accepted my order of this rug in February 2013 (my money went through to the company) when they were not able to send me a new, dissent rug for the money I paid, and what is normally expected of every company to do. If the company didn't have any more of those rugs (which I ordered), I should have been told, sorry, these rugs aren't any more available, and it would be it. But not, I paid for the rug the price which Garnet Hill asked at that time, and when the rug finally came, it was an old, worn out rug. I considered it an insult and felt that Garnet Hill cheated on me. I didn't let the company off the hook, so I insisted almost a whole year that they exchange the rug they sent me for a new, good one and sent from their vendor, and not that Garnet Hill sends me from their warehouse, where they place their damaged rugs (probably with good, too). But they chose not to send me a good one from their vendor, always making excuses and lots of talk which led nowhere, only the time was passing for me and I was still without a rug which I ordered and paid for. To add insult to the injury, which the company caused to me, now in their response they totally ignore the (almost) whole year which passed without any resolution for me, only more empty promises and only mention the number 2. bad rug which they sent me about 3 or 4 weeks ago. This second rug was a total insult to me: it was not enough for the company to cheat on me once, but they did the same thing for the second time. And not only this: they mention in their response
that the company discounted the replacement rug (the different type of rug which I chose to finally settle the case which I had to endure for so long at the detriment of even my health - I am 70 years old and fragile). I'm sorry but I have to say, that this sentence is a lie. Garnet Hill didn't give me ANY DISCOUNT on the new rug (different type of rug), since the original rug that I bought almost a year ago was discounted for all the customers (it was a case when Garnet Hill discounted all their rugs for 20% for a week or so, and I took the advantage to buy at that price; I bought not one but three rugs at that time, since the price was attractive to me). So now when I wanted to settle the case, I requested in my letter-complaint to BBB, that Garnet Hill honors that 20% discount, which should pass to the replacement rug, which I thought was fair from me. Garnet Hill agreed to it, but now they are unfairly taking credit for it, as they just gave me the discount out of their good heart. This is unfair and dishonest from the part of Garnet Hill, and I resent it. The company never apologized to me for the hardship they inflicted upon me for so long time, and now with saying that they gave me a discount on the different rug, they confirmed that they really cheated on me. Yes, the company sent me an underlay pad for the rug at no charge. Big deal? one can buy such a pad at Cost Plus stores everywhere at half a price, what Garnet Hill is charging. I have a few of them for my other rugs. This is quite shameful and such false declarations are not in line with the reputation Garnet Hill has. But not anymore for me. I see Garnet Hill now quite differently. Not only that I'm totally disappointed in Garnet Hill, but the company insulted me several folds, with manipulating me over so many months without producing a good result for me. The company totally insulted me and I feel defeated. I could not endure any more of their manipulation and this is why I decided to settle with the company the way we settled, even if it was not to my satisfaction, because I still didn't get the rug I wanted in the first place. (I requested to get one directly from a vendor, which they didn't want to grant me and I will never understood why; is the money of other customers more valuable than mine?). I think the company owes me an explanation of why I couldn't get the same rug, but a new one from their vendor, and not what they were constantly offering me from their warehouse, which I knew were rejects-rugs. They sent me twice a reject rugs, so who would guarantee me that the third rug would be a new, good rug? Nobody wanted to give me such a guarantee, and what I was to do? To risk again to receive a reject rug for the third time? No, I couldn't do that! So I settled with the company for a different rug and I paid IN FULL for this rug, contrary what Garnet Hill said in their response (shame on them for that). Garnet Hill didn't give me any compensation for all the torture they afflicted on me for months, (my time lost on phone calls and constant promises from them and saying not true things to me etc.)and now they dare to say that they discounted the new rug for me. What a shame! Does Garnet Hill needs that? Not only that I didn't receive any compensation from them, they didn't have the decency to apologize to me for all the hardship they I endured from the company. At the end I lost, and Garnet Hill won: I fell in love with the rug in question, decided to order it (they offered a good price at that time), I paid for it and after almost a year I didn't get a decent replacement for the bad rug they sent to me, and so for the sake of my health, I decided to go with an other rug, with what decision Garnet Hill was delighted, so they would get rid of me, but I will resent Garnet Hill for ever. The fact that they would not exchange a defective rug (from almost a year ago) with a new one from their vendor is astonishing, and the company doesn't even care why they never answered my question which I posed to them several times. So I will never know why they discriminated against me, their customer of more than 20 years. Their silence on this question is terrible. At the end, I remained without the rug I wanted so much. And the company is again advertising this same rug, which means that they have more of these rugs, but not for me. Or, may I assume, that Garnet Hill will do the same dishonest game with an other customer, too? This is scary to think if this would again happen. No, Garnet Hill doesn't have any compassion towards the injustice they did to me, and I never received any compensation from them, and I RESENT their response. This response is shameful. ****** ********
Final Business Response
Unfortunately our position is that we are not going to be able to meet the expectations of this customer. I have issued her a full refund in the amount of $782.40 for item #XXXXX EF Moroccan Tufted Shag Rug shipped to her on 1/17/14.
I am not comfortable sending out any additional rugs that will not meet her expectations and sincerely hope she is satisfied with the full refund of her purchase. Thank you, **** ******
Complaint Resolution: Company resolved the complaint issues. The consumer acknowledged acceptance to BBB.