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Complaint Details
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Initial Complaint
02/26/2024
- Complaint Type:
- Delivery Issues
- Status:
- Answered
We ordered furniture on 10-13-23 and was told it would be there December. So, in January we started calling but we were told some things were on back order. Then they sent us half the order and we waited for the rest, we called every week but finally on 2-23-2024 we received the rest, and we were told we had to pay another delivery fee of $150 dollars to me that was there fault the order was not complete not mine. We discussed this with them but to no avail. I was told I was rude because i called asking where my furniture was and wanted to cancel if they could not deliver it, but they told me there was no cancelations.Business response
03/14/2024
To whom it may concern,
Addressing customer's statement about being told her ******************** would be here in December, please refer to attached document "Original Invoice" where it plainly states an APPROXIMATE DATE of January and any factory delays on shipments are beyond our control. ********************* was of aware of this at the time of purchasing and that there was a possibility that some items could take longer to come in than others. Therefore, December was never mentioned by my company.
On or about January 24th, customer ****** was given an update, please refer to "Order Comments", that some of there items where in and some where delayed. In knowing this, customer ****** chose to set up a partial delivery of the items that were in. At that time, my office reminded customer ****** of our partial/split delivery policy which states that if the customer CHOOSES to have a partial delivery, additional deliver fee would be incurred. Please refer to attached document "Terms & Conditions", which customer ****** was aware and signed at the time of purchasing. Therefore an additional delivery fee of $150.00 was added for the delivery of the remaining items.
On January 27th, customer ****** took possession of the items that were in as scheduled on January 24th.
On February 13th, customer ****** was given an update on remaining items, please refer to "Order Comments". At this time, customer ****** paid the additional delivery fee, which was owed. Also at this time, customer ******** remaining items were scheduled with ***************** to be delivered on February 23rd.
On February 23rd, customer ****** took possession of there remaining items as scheduled.
Therefore, based on the following facts:
1. Customer knew up front that the delivery date was ONLY an APPROXIMATION and that some items would come in before others.
2. Customer REQUESTED a partial delivery of what was in and knew about the additional delivery fee.
3. My company has performed ALL obligations in a timely manner.
We do not feel that customer ****** is due any form of refund.
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Customer Complaints Summary
1 total complaints in the last 3 years.
1 complaints closed in the last 12 months.