ComplaintsforThe Elegant Office

• Initial Complaint

  07/19/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  On 6/30/2023, I placed an order on their website, taking advantage of a promotional code they had publicly advertised. Instead of processing my order, The Elegant Office decided to cancel it on 7/8/2023, citing my use of the promotion as the reason. It is baffling that they cancelled an order based on a promotion that they themselves had offered and advertised. Further adding to my frustrations, the company did not adhere to their own shipping promise as mentioned in their guarantee list. According to their policy, products are to be dispatched within five business days of the order placement. However, this timeline was neglected even before they decided to cancel my order without sufficient cause. In an attempt to seek help and understanding, I contacted their customer service department on 7/19/2023. Unfortunately, their response was far from satisfactory, lacking the professionalism and helpfulness one would expect from such a business. The most disconcerting part of this ordeal, however, is the evident inconsistency in their order fulfillment. I noticed that while my order was cancelled, others' orders—placed around the same time—were processed and shipped successfully. This blatant discrepancy suggests unequal treatment of customers and raises serious questions about the fairness of their business practices. The Elegant Office, being a notable online business, has an obligation to treat all customers fairly and deliver the kind of service it promises. Unfortunately, my experience has left me feeling unfairly treated and extremely disappointed.

  

  Business response

  07/20/2023

  Dear Elegant Office Customer:

  
  In our 23 years in business, we have always prided ourselves on delivering the
  highest level of customer service. Unfortunately, on June 30th 2023, we missed
  the mark as a credit card promotion was launched in error. This resulted in orders
  that we could not fulfill without going out of business. The promotion was “Spend
  a $100, get a $100” but should have had a minimum redemption value of $225.
  As a small business with a handful of employees, we normally process 30-50
  orders per day. Within hours of the promotion launch, we had 1900 orders with an
  average order total of $104.83.

  
  We initially tried to fulfill the orders.. However, due to inventory constraints and our
  free shipping policy over $75, we realized that this promotion was not sustainable
  to our small organization. With much disappointment, we were forced to cancel
  the promotion and any outstanding orders. On July 7, 2023, we began manually
  processing returns for unfulfilled orders which took approximately 34 man hours.
  We have currently processed refunds for all the transactions that were not
  shipped.

  
  Due to the large volume of refunds, our payment processor is reviewing the
  validity of some of these refunds. This is delaying the credit posting to a handful
  of customers’ credit card accounts. Hopefully, these outstanding refunds will be
  resolved over the next 5 business days.

  
  We are aware that our company has been negatively reviewed on several online
  forums, and rightly so. We are in the process of modifying our internal promotion
  processes and marketing partnerships so that this does not happen again in the
  future.

  
  Please accept our deepest apologies.

  
  - The Elegant Office

  

  Business response

  07/20/2023

  Dear Elegant Office Customer:

  
  In our 23 years in business, we have always prided ourselves on delivering the
  highest level of customer service. Unfortunately, on June 30th 2023, we missed
  the mark as a credit card promotion was launched in error. This resulted in orders
  that we could not fulfill without going out of business. The promotion was “Spend
  a $100, get a $100” but should have had a minimum redemption value of $225.
  As a small business with a handful of employees, we normally process 30-50
  orders per day. Within hours of the promotion launch, we had 1900 orders with an
  average order total of $104.83.

  
  We initially tried to fulfill the orders.. However, due to inventory constraints and our
  free shipping policy over $75, we realized that this promotion was not sustainable
  to our small organization. With much disappointment, we were forced to cancel
  the promotion and any outstanding orders. On July 7, 2023, we began manually
  processing returns for unfulfilled orders which took approximately 34 man hours.
  We have currently processed refunds for all the transactions that were not
  shipped.

  
  Due to the large volume of refunds, our payment processor is reviewing the
  validity of some of these refunds. This is delaying the credit posting to a handful
  of customers’ credit card accounts. Hopefully, these outstanding refunds will be
  resolved over the next 5 business days.

  
  We are aware that our company has been negatively reviewed on several online
  forums, and rightly so. We are in the process of modifying our internal promotion
  processes and marketing partnerships so that this does not happen again in the
  future.

  
  Please accept our deepest apologies.

  
  - The Elegant Office

  Customer response

  07/20/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: ********

  I am rejecting this response because: My ask is fulfill the order I placed with the actual price I paid 1.5 = 101.5 order total - 100 **** promo, I can provide the bank statement to shows that I actually received the promo. Here we are talking about the business so every one should pay for the mistake they made, in this scenario, it should be the elegant office as the merchant pay the price but not the customer that waiting almost 1 month but receive nothing.

  Regards,

  ****** ***

  Customer response

  07/20/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: ********

  I am rejecting this response because: My ask is fulfill the order I placed with the actual price I paid 1.5 = 101.5 order total - 100 **** promo, I can provide the bank statement to shows that I actually received the promo. Here we are talking about the business so every one should pay for the mistake they made, in this scenario, it should be the elegant office as the merchant pay the price but not the customer that waiting almost 1 month but receive nothing.

  Regards,

  ****** ***

  

  Business response

  07/21/2023

  As stated multiple times, the promotion was launched in error.  If we allowed the promotion to continue, we would be bankrupt within a week. We’ve have apologized for this error. We’ve given you a full refund.  Below is our response to all:
  
  
  Dear Elegant Office Customer:
  
  In our 23 years in business, we have always prided ourselves on delivering the
  highest level of customer service. Unfortunately, on June 30th 2023, we missed
  the mark as a credit card promotion was launched in error. This resulted in orders
  that we could not fulfill without going out of business. The promotion was “Spend
  a $100, get a $100” but should have had a minimum redemption value of $225.
  As a small business with a handful of employees, we normally process 30-50
  orders per day. Within hours of the promotion launch, we had 1900 orders with an
  average order total of $104.83.
  
  We initially tried to fulfill the orders.. However, due to inventory constraints and our
  free shipping policy over $75, we realized that this promotion was not sustainable
  to our small organization. With much disappointment, we were forced to cancel
  the promotion and any outstanding orders. On July 7, 2023, we began manually
  processing returns for unfulfilled orders which took approximately 34 man hours.
  We have currently processed refunds for all the transactions that were not
  shipped.
  
  Due to the large volume of refunds, our payment processor is reviewing the
  validity of some of these refunds. This is delaying the credit posting to a handful
  of customers’ credit card accounts. Hopefully, these outstanding refunds will be
  resolved over the next 5 business days.
  We are aware that our company has been negatively reviewed on several online
  forums, and rightly so. We are in the process of modifying our internal promotion
  processes and marketing partnerships so that this does not happen again in the
  future.
  
  Please accept our deepest apologies.
  
  - The Elegant Office

  

  Business response

  07/21/2023

  As stated multiple times, the promotion was launched in error.  If we allowed the promotion to continue, we would be bankrupt within a week. We’ve have apologized for this error. We’ve given you a full refund.  Below is our response to all:
  
  
  Dear Elegant Office Customer:
  
  In our 23 years in business, we have always prided ourselves on delivering the
  highest level of customer service. Unfortunately, on June 30th 2023, we missed
  the mark as a credit card promotion was launched in error. This resulted in orders
  that we could not fulfill without going out of business. The promotion was “Spend
  a $100, get a $100” but should have had a minimum redemption value of $225.
  As a small business with a handful of employees, we normally process 30-50
  orders per day. Within hours of the promotion launch, we had 1900 orders with an
  average order total of $104.83.
  
  We initially tried to fulfill the orders.. However, due to inventory constraints and our
  free shipping policy over $75, we realized that this promotion was not sustainable
  to our small organization. With much disappointment, we were forced to cancel
  the promotion and any outstanding orders. On July 7, 2023, we began manually
  processing returns for unfulfilled orders which took approximately 34 man hours.
  We have currently processed refunds for all the transactions that were not
  shipped.
  
  Due to the large volume of refunds, our payment processor is reviewing the
  validity of some of these refunds. This is delaying the credit posting to a handful
  of customers’ credit card accounts. Hopefully, these outstanding refunds will be
  resolved over the next 5 business days.
  We are aware that our company has been negatively reviewed on several online
  forums, and rightly so. We are in the process of modifying our internal promotion
  processes and marketing partnerships so that this does not happen again in the
  future.
  
  Please accept our deepest apologies.
  
  - The Elegant Office

  Customer response

  07/21/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: ********

  I am rejecting this response because: Given the full refund is not enough, what about the time and resources I spent on shopping? Who will compensate that? Most importantly, what price you paid after making this mistake? The apologies letter is worthless to me that with the help of ******* such letter can be written within few seconds. It didn't give me any financial compensation after I suffered such a bad shopping experience. 

  Assume if I mistakenly placed an order, are you going to provide full refund for returning it if I have an apologies letter attached? if I forget to use a promo, am I able to add the promo back after I received the order if I have a cover letter to explain why that happen? I think both of these question would be NO based on your website policy. So in this case, simply cancel the order seems not fair to the customer.

  Regards,

  ****** ***

  Customer response

  07/21/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: ********

  I am rejecting this response because: Given the full refund is not enough, what about the time and resources I spent on shopping? Who will compensate that? Most importantly, what price you paid after making this mistake? The apologies letter is worthless to me that with the help of ******* such letter can be written within few seconds. It didn't give me any financial compensation after I suffered such a bad shopping experience. 

  Assume if I mistakenly placed an order, are you going to provide full refund for returning it if I have an apologies letter attached? if I forget to use a promo, am I able to add the promo back after I received the order if I have a cover letter to explain why that happen? I think both of these question would be NO based on your website policy. So in this case, simply cancel the order seems not fair to the customer.

  Regards,

  ****** ***

• Initial Complaint

  07/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 7/1/2023, I placed an online order, **************, at ********************. The company was running a promotion through ******** *******. The promotion is "Get a one-time $100 statement credit by using your enrolled eligible Card to spend a minimum of $100 in one or more purchases online at ******************** by 12/31/2023". The Elegant Office cancelled hundreds of orders placed by customers who used ******** ******* as a payment method to avoid honoring the promotion credit. This business deserves to be sued over false advertisement.

  

  Business response

  07/20/2023

  Dear Elegant Office Customer:

  
  In our 23 years in business, we have always prided ourselves on delivering the
  highest level of customer service. Unfortunately, on June 30th 2023, we missed
  the mark as a credit card promotion was launched in error. This resulted in orders
  that we could not fulfill without going out of business. The promotion was “Spend
  a $100, get a $100” but should have had a minimum redemption value of $225.
  As a small business with a handful of employees, we normally process 30-50
  orders per day. Within hours of the promotion launch, we had 1900 orders with an
  average order total of $104.83.
  We initially tried to fulfill the orders.. However, due to inventory constraints and our
  free shipping policy over $75, we realized that this promotion was not sustainable
  to our small organization. With much disappointment, we were forced to cancel
  the promotion and any outstanding orders. On July 7, 2023, we began manually
  processing returns for unfulfilled orders which took approximately 34 man hours.
  We have currently processed refunds for all the transactions that were not
  shipped.

  
  Due to the large volume of refunds, our payment processor is reviewing the
  validity of some of these refunds. This is delaying the credit posting to a handful
  of customers’ credit card accounts. Hopefully, these outstanding refunds will be
  resolved over the next 5 business days.

  
  We are aware that our company has been negatively reviewed on several online
  forums, and rightly so. We are in the process of modifying our internal promotion
  processes and marketing partnerships so that this does not happen again in the
  future.

  
  Please accept our deepest apologies.

  
  - The Elegant Office

• Initial Complaint

  07/10/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I placed an order on June 30 with a promotion and this business cancelled my order without a reason. It is a huge scam to not honor the promotion they ran.

  

  Business response

  07/20/2023

  We launched a credit card promotion on June 30th, 2023 that offered ******** ******* customers the opportunity to “spend $100, get $100 back.”. Within hours, our site was swamped by thousands of orders, most placed at the bare minimum required to receive the promotional payout. Many placed multiple orders using the same credit card, or another ******** ******* credit card, shipping to the same address. Unfortunately, the sheer number of minimum orders placed within the first four hours, combined with the misuse of the promotion,  is enough to financially ruin our business.  As a result, we have been forced to cancel all outstanding orders while we work to resolve the matter in a way that honors our customers and allows The Elegant Office to remain a viable business.
  
  We understand that many of you placed orders in good faith and are no doubt upset and disappointed with The Elegant Office.  We are disappointed too.  Please know that we are striving to work through this issue and ask for your patience and understanding.

• Initial Complaint

  07/06/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I placed an order on the site for $101 worth of products. ******** ******* had a deal on my platinum card which stated if you spent $100 or more you would get $100 off via statement credit. I alongside many others took advantage of this offer and now the site is claiming that all of these orders are "fraud". So because of this they are going to cancel all orders including mine. This is utter nonsense, the store promised to uphold this deal and now they are going back on their promise made to customers. They need to fulfil my order or compensate me in some other means for backtracking on a deal they made with ******** ******* and customers like myself.

  

  Business response

  07/19/2023

  We launched a credit card promotion on June 30th, 2023 that offered ******** ******* customers the opportunity to “spend $100, get $100 back.”. Within hours, our site was swamped by thousands of orders, most placed at the bare minimum required to receive the promotional payout. Many placed multiple orders using the same credit card, or another ******** ******* credit card, shipping to the same address. Unfortunately, the sheer number of minimum orders placed within the first four hours, combined with the misuse of the promotion,  is enough to financially ruin our business.  As a result, we have been forced to cancel all outstanding orders while we work to resolve the matter in a way that honors our customers and allows The Elegant Office to remain a viable business.

  We understand that many of you placed orders in good faith and are no doubt upset and disappointed with The Elegant Office.  We are disappointed too.  Please know that we are striving to work through this issue and ask for your patience and understanding.

  You have been refunded 100%.  Again, we apologize profusely for the error. 
  

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩