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Fortunoff Backyard Store

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Phone: (516) 280-8760 Fax: (516) 280-8762 1225 Franklin Avenue  Ste. 200, Garden City, NY 11530 http://www.fortunoffbys.com

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BBB Accreditation

A BBB Accredited Business since

BBB has determined that Fortunoff Backyard Store meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.

BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.

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Reason for Rating

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

Factors that lowered the rating for Fortunoff Backyard Store include:

  • Length of time business has been operating

Factors that raised the rating for Fortunoff Backyard Store include:

  • Complaint volume filed with BBB for business of this size.
  • Response to 3 complaint(s) filed against business.
  • Resolution of complaint(s) filed against business.
  • BBB has sufficient background information on this business.


Customer Complaints Summary Read complaint details

3 complaints closed with BBB in last 3 years | 2 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 0
Billing/Collection Issues 0
Delivery Issues 1
Guarantee/Warranty Issues 0
Problems with Product/Service 2
Total Closed Complaints 3

Additional Information

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BBB file opened: February 16, 2010 Business started: 08/10/2009 in NY Business under new ownership as of: 08/10/2009 Business incorporated: 08/10/2009 in DE
Licensing

This business is in an industry that may require professional licensing, bonding or registration. BBB encourages you to check with the appropriate agency to be certain any requirements are currently being met.

These agencies may include:

Suffolk County Consumer Affairs
725 Veterans Memorial Highway, Building #340, Hauppauge NY 11788
http://www.suffolkcountyny.gov/Departments/consumeraffairs.aspx
Phone Number: (631) 853-4600
consumer.affairs@suffolkcountyny.gov

Type of Entity

Limited Liability Company (LLC)

Business Management
Mr. Bernard Sensale, Chief Executive Officer
Contact Information
Principal: Mr. Bernard Sensale, Chief Executive Officer
Business Category

FURNITURE-OUTDOOR

Alternate Business Names
Furniture Concepts LLC

Additional Locations

  • 1225 Franklin Avenue  Ste. 200

    Garden City, NY 11530 (516) 280-8760

  • 1504 Old Country Road

    Westbury, NY 11590 (516) 832-8700

  • 1995 Nesconset Highway

    Lake Grove, NY 11755 (631) 265-8900

  • 610 Route 110

    Melville, NY 11747 (631) 393-6659

  • 1
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Professional AffiliationsX
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Types of Complaints Handled by BBB

BBB handles the following types of complaints between businesses and their customers so long as they are not, or have not been, litigated:

  • Advertising or Sales
  • Billing or Collection
  • Problems with Products or Services
  • Delivery
  • Guarantee or Warranty

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BBB Complaint Process

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Complaint Detail(s)

12/3/2013 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: Order was placed on 11/**/13, it is now 11/**. The conformation email does not provide a tracking # phone # or original website ordered from. My card has already been charged. Found the phone # on the website. I called and it goes strait to voicemail? Not able to get a live person and I was never called back...

Desired Settlement: Delivery of order. Improve Oder conformation emails of orders and staff people a answer a phone. Delivery time is not quoted and there is no way to make contact.

Business Response: We have no record that the customer ever called us,  if the customer calls after business hours he would have to leave a message.  He apparently did not leave a message.   The customer emailed us for a status of the item on 11/**, we replied with the UPS tracking # ****************** on 11/**.  The item was shipped on 11/**, however the item is going UPS Ground and it can take 7-10 days to arrive in California from New Jersey.

 
Tracking as of 1:12pm today shows the package out for delivery, for delivery today.
 
Regards,
** ******

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

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



 

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

8/15/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I, **** *******, am writing to share my recent experience with the Fortunoff Backyard store located at **** ******** ******* ****** ******* **. On Saturday, July **, 2013, I purchased a patio set, including a glass-top table, umbrella and six dining chairs, plus two lounge chairs from the Fortunoff Backyard store. They were all delivered on Thursday, July **, 2013 for a $90.00 delivery fee. During the delivery, I noticed that the glass tabletop had scratches in several places and the two lounge chairs were damaged: one chair was dirty and had scratches; the other was also scratched and its leg was missing a part. I showed these defects to the delivery person, and he immediately called his dispatch center and reported the damages. He was asked which stop my house was, and responded that it was the sixth stop, and then handed the phone to me. I also described the damages to the woman on the phone, who introduced herself as ******. She was not very helpful; she seemed annoyed and was abrupt. She said that, as per Fortunoff’s policy, someone will contact me in 24 hours to inspect the damages, and that there wasn’t anything else she could do. We waited for a call, but were not contacted. Finally, after not hearing from Fortunoff for three days, I called the customer service number on my contract. No one answered the phone, and the voicemail instructed me to leave my contact information and the reason for my call, and said that I will receive a call back in 24 hours. Again, my phone call was not returned. The next day, I called the Fortunoff store in Staten Island. ****, the sales associate that originally helped me with this purchase was off, so I spoke to another sales associate named ***** and explained what happened. ***** suggested that I leave my phone number and he will ask the ***** *******, *****, to contact me. To this day, ***** did not return my call. The following day, I called the Fortunoff store again to speak with ****, the sales associate that assisted me with my purchase. He apologized for the inconvenience, said he would handle it and would call me back. He never returned my call. I called him again the following day; he apologized and said that he sent the warehouse an email with all the details, explained that he is only the middle person, and that the warehouse is busy because of the summer season, and is understaffed. Finally, on July **, customer service left a message on my home answering machine while I was at work. I called back the following day and received the same voicemail saying that the call will be returned within 24 hours. I left a voicemail as instructed, and to this day, August **, Fortunoff did not call me back or send anyone to inspect the damages to the delivered items. I am very disappointed by my experience with Fortunoff and would never shop in that store again.

Desired Settlement: I am requesting a partial refund for the damages to my furniture. I initially wanted the furniture replaced, but am concerned if new furniture is delivered and we experience the same problem, how do I go about getting this resolved? Please have someone from your corporate office contact me.

Business Response:
I spoke to the customer to apologize for the issues she experienced with the delivery and subsequent efforts to have her matter remedied. I offered to either exchange the goods or offer a price adjustment to keep the goods in the current condition. The customer agreed to the price adjustment, and we are refunding her Wells Fargo account $381.06.

******* ******
******** ******* ***.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

**** *******



 

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

7/12/2011 Problems with Product/Service
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