Complaint Category: Failure to honor promised refunds, exchanges, or credit
Complaint: I received a bad set of bar stools. The business re-ordered a new set back in Feb. or March. Now the business is refusing to give me my full refund.
I ordered a table/bar set from Finderskeepers furniture in February of 2013 & the stools were scratched prior to being delivered. ******** who works for the business ordered me a new set back in February & told me it would take 4-8 weeks. When I called in the first week of June, I believe, I was told by ***, Manger of the store that when he calls the company they order from, he is assured the order will be on the next truck, but it never was. *** said that he would refund the total price. I initially purchased a set costing 373.42 which includes tax & delivery. I then found a less expensive set totalling 319.67 which includes tax & delivery. He said it would take about a week or two to get the refund check. I requested the the check to be delivered to the business location & I would pick up. On Friday, June 14, 2013, I called the store & was told by the delivery guy, who delivered the items & picked them up that ******* another employee was busy & she would call me back in a few minutes. I never recieved a phone call back, so I called later that afternoon & was told by ****** that the check is in the safe. When I go to the store to pick it up & open the envelope there, the check was for 246.47, I believe. I explained this to ****** & another employee that this is not the correct amount. When I requested to speak with the manager, cooperation was not the best let's say. Finally, a phone call was placed with the manager & basically, he told me a lie from when he initially promised me the entire purchase price back. I am not giving the business money just to be giving money & not getting anything in return. No one would accept this & neither am I. I paid by credit card & have receipts for proof. I called the other store in Goodlettsville, TN on friday, June 14th XXX-XXX-XXXX & spoke with ******** He remembered doing the re-order & agreed me 100% that I am due back the full purchase price including delivery. ******* assured me he would help me get the rest of the money owed to me. He said he would contact the home office that day. When I spoke with him on Saturday, June 15th, he said he had left a message for a call back. When I spoke with him today, 6/16/13, he said he has everyhthing he can do & this issue has been settled. When I told him that was unacceptable, he agreed with me, but there was nothing else he could do. When I called the main store back on Friday, night, I was hung up on by an employee, ******* per her instructions. This is not fair or acceptable in anyway. I gave the products back & I want my entire purchase back, not just part of it. I explained I will get an attorney involved to help me if needed. This is ashame that someone cannot live up to their word.
Business' Initial Response
Finders Keepers (FK) sold a table and chair set to a customer. It is our policy that we do not offer refunds and this policy is clearly posted in the store and on all receipts. The customer decided that they wanted a different table than the one originally purchased. Sales staff agreed to refund original purchase and sold customer the table set they preferred. Product was delivered and accepted in new condition by the customer. Soon thereafter customer called to report scratches on product. Store manager reordered the item without an inspection and informed customer that FK would replace with a new product. Due to product backorder from supplier FK was delayed in replacing product. Customer requested a refund. Due to customer's insistence and time elapsed, FK made an exception to policy and sent delivery truck to pick up product and issued a refund check for product returned minus delivery. Returned product was inspected and sold as new on sales floor.
We regret that customer was not happy with product and hope they find the table they desire at a good price.
Consumer's Final Response
From: ***** ***** (mailto:**************@yahoo.com)
Sent: Friday, June 28, 2013 5:50 PM
To: **** *****
Subject: Re: BBB Complaint #XXXXXXXX - Finders Keepers
Per our conversation today, I am not satisfied with Finders Keepers response regarding the additional money owed to me. They took out more than the delivery fee. Again the manager told me I would be getting a full refund on purchase price & I want that honored. This business needs to do the right thing & give the additional money that is due me. Again. I am not going to give money just to be giving money & not getting anything in return. No one in their right mind would accept this & neither am I. They owe me 73.20
Sent from my iPhone
Business' Final Response
Local delivery is $73.20.
Complaint Resolution: BBB determined the company provided proper verification that indicated there was no obligation to resolve the issues of the complaint.