ComplaintsforDesign Toscano, Inc.

• Initial Complaint

  11/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Bought a roof top dragon after reading about the company on their Web. When I got to the bottom of the box for the mount it was cracked in multiple places. Also already was repaired in a few spots by the factory (overseas). **************** was rude and laughed at my concern. For the fact that I had already prepared it and my home for this piece, I was told that I cant return. I have never had a company be so disrespectful to me before. I guess this one just doesn't care. Cs was supposed to get back to me but never did.

  

  Business response

  11/03/2022

  Thank you for contacting us regarding the issue with the item quality. 

  We resolved this customer's issue with the 50 % discount as she requested prior to receiving this BBB complaint. 

  Please consider this issue resolved. 

   

  Thank you

  Design Toscano 

   

   

   

   

  Customer response

  11/05/2022

   
  Better Business Bureau:
  Although It was $50, NOT 50 %. I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  09/12/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  August 22, a $1300 item arrived from Design Toscano. It arrived shattered, and I didn't accept delivery. I took video of the inspection and photographs and sent these to Design Toscano, who confirmed that the item was on its way back to their warehouse. They would not issue a refund, and did not bother to let me know that. They may claim that they did, but they did not (though later someone did email me saying that they SHOULD HAVE told me before that they wouldn't be able to refund the item until they had it back). They said they would have it back in their warehouse on September 6th. It's now the 12th, and not only have they not issued the refund, they have ignored two successive queries from me wherein I ask why it hasn't been issued.

  

  Business response

  09/12/2022

  Thank you for the inquiry and the opportunity to respond to this situation.

  We apologize for the lack of communication from our customer service department- 

  We did respond to the two emails received on Sunday 9/11 today and the refund has been processed as of today. However this refund could take ***** to process depending on the credit card used for the order.

   

  Thank you 

  Design Toscano 

   

• Initial Complaint

  08/04/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a statue from this business a year ago and stored it in my garage for the winter protected from the cold and snow. This spring I unpacked the statue to find that it was severely cracked. I telephoned the firm and was told by a representative that their merchandise is only warranted for sixty days and there is nothing they could do. No attempt was made to resolve my issue with the defective merchandise, I was simply told that it was "unfortunate". I replied that such a response was unacceptable, and was directed to go to a hardware store to buy a product that repaired resins. So much for service after a sale, and standing behind the products they sell. It leaves the customer at a loss to receive just compensation.

• Initial Complaint

  06/30/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I placed an order with OVERSTOCK.com Overstock unbeknownst to me sent my order to their Marketplace Seller which is Design Toscano **** the ******************* called me the week of 6/13/22 and stated that my order will arrive 6/30/22, RL called again on 6/27/22 and stated they have no ideal where my order was. I called Design Toscano *** who has not responded to my previous emails and has not given me a tracking number, they were unhelpful and could not give me answers as a consumer what am I suppose to do? I have spent over $1000 and have not got what I paid for, UNFAIR

  

  Business response

  07/11/2022

  Thank you for the inquiry- 

  We do feature our items on the Overstock Marketplace but all our items are advertised as Design Toscano items. Overstock is responsible for the financial transactions of their Marketplace and for notifying us of any customer service issues. ********************** is responsible for shipping the item to the customer and addressing any issues on the customer might encounter. 

  On June 30th we received notification on the customer service portal that there was an issue with delivery of one of our items, we immediately contacted the freight company responsible for delivery and opened a case with them, after a few days of research they notified us that the freight delivery was lost.  We updated the Overstock portal on July 5th letting them know the freight was lost and to refund the customer. If the customer hasn't received their refund they need to contact Overstock directly as they are responsible for the financial transaction. 

  Attached are copies of the information given to Overstock. 

   

  Thank you 

   

   

   

  Customer response

  07/12/2022

   
  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. However Overstock never directly informed me, and they have lost a customer Terrible Customer Service 
  
  Sincerely,
  
  ***********************************

• Initial Complaint

  06/22/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I have repeatedly asked them to stop sending me their catalogs, they say they will stop, but continue to send them.When I just now called, they hung up on me

  

  Business response

  07/05/2022

  Thank you for the inquiry - 

  We do not  find this customer in our mailing database under ***************** or *************************** in ************ ** - I have sent the image of the catalog to our marketing department to see if they can figure out why customer is receiving catalogs -possibly a recent move. 

  Unfortunately we are unable to read the account number that is printed on the back of the catalog from the image sent to us and that would be helpful to solve this issue. 

   

  We do not want to send unwanted mail to customers and we apologize for any inconvenience caused by receiving this catalog. 

   

  However we will do our best to resolve this issue - 

   

• Initial Complaint

  05/23/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I made two separate purchases from Design Toscano for 2 Large colored Peacock Statues but the paint was defective exposing the resin body beneath. On May 10th, 16th I made several emails to the company and have been communicating with representative *********************. To date I have received no more responses from the company. Order numbers are: ************************ Peacock Statues Cost $199.00 plus tax and shipping.

  

  Business response

  05/31/2022

  Thank you for the inquiry. 

  We apologize for the delayed  response as we were waiting for additional information from the customer. 

  Our customer service department as resolved the issue by issuing two call tags to pick up the items and a refund will be processed once they are returned

   

  Thank you

   

   

   

   

   

  Customer response

  06/01/2022

   
  Complaint: 17244906
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***********************

  

  Business response

  06/21/2022

  I answered this complaint some time ago- the resolution was for us to send prepaid call tags to the customer so that the items could be returned and a refund issues.

  Customer acknowledged the receipt of the tags and we have been waiting for the return of the items so that we can issue a refund.

  To date the items have not been returned so consequently no refund has been issued.

   

  I will issue a refund today for the items to close this complaint as we are company who has been in good standing for our customer service practices and with the ******************** and do not want to risk our standing  even though the customer has not returned the items at our expense as agreed upon.

   

   

  Thank you

   

   

   

   

   

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

  VP Customer Operations

  Design Toscano

  1400 **************

  *****************, ** 60007

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

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

  Customer response

  06/21/2022

   
  Complaint: 17244906
  
  I am rejecting this response because: The business stated that they would issue a refund to my original credit card number used for the purchase. However, that credit card account is closed so I wouldn't get the credit upon return of the defective items.  

  The Design Toscano company stated that my bank would credit the refund to the old account number. I checked that with my banking institution, and I was informed that would not happen. the refund would be redirected back to the company. I requested the company to issue me a refund by company check and the company refused to comply. 
  
  Sincerely,
  
  ***********************

  

  Business response

  06/27/2022

  Thank you for the inquiry- 

  The items have been refunded in full and the transactions have processed. If the customer has closed their account the bank will transfer the refund to their new card or provide payment to them. 

  The transaction ID's are as follows: 

   

  821405555701180575 and ****************** both processed on our end on 6/20/22 and both marked as approved, the refund could be delayed due to the closed account. If for some reason the transactions are rejected we will receive notification from our credit card processing company so that we can readdress the issue. 

   

  Thank you

   

   

   

   

  Customer response

  06/29/2022

   
  Complaint: 17244906
  
  I am rejecting this response because: My financial institution claims they have not received the alleged total refund! The Design Toscano business alleges that the total refund was issued on June 20th, 2022, however as of June 29th, 2022, NO Refund has been credited to my account...     
  
  Sincerely,
  
  ***********************

• Initial Complaint

  05/11/2022

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  For my order SGRACXXNG30875, The package arrived and was completely empty. It wasnt damaged or tampered with. It looks like shipper error and Im very disappointed. Please refund me. The company is saying they have to do a ***** claim but that won't help. I spoke to them and they are saying it is the fault of the business. Either way, I do not like being thrown through hoops. Please refund me. Also, I did not keep the box as I didn't know I had to keep an empty box. I also am not home during the day. So please refund me.

  Customer response

  05/12/2022

   
  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.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  12/22/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Toscano made these walking sticks that have since fallen apart.I've tried to contact them since where I purchase them ************** directed me to maker if I had a problem with them. I have not received any kind of response from Toscano regarding an exchange or refund. I am seeking a full refund.

  

  Business response

  12/30/2021

  Thank you for the inquiry - 

  This order was placed on our **** store and we checked messages and did not find any notification that there was a problem with the item the customer received. 

  Our walking sticks are more decorative in nature and not meant for daily use as noted with the following message of  "this decorative walking stick is not weight bearing and is not intended for orthopedic use. 

  We will issue a full refund to the customer in the amount of $102.90 and hopefully this resolves this complaint.

   

  Thank you 

  Design Toscano

   

   

   

   

• Initial Complaint

  12/04/2021

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  ! ordered a cooking 4-burner flat top gas grill propane fueled restaurant grade- HT2404334 from https://www.2L1.cc

  

  Business response

  12/17/2021

  Thank you for the inquiry

  This item was not ordered from Design Toscano nor do we sell any items of this nature. 

  This is a fraudulent company  located in ***** who is listing our headquarters information on their customer service page to steer customers wrong. We have received several complaints about this company and others who are doing this type of thing and we have reported that to various agencies. 

  The customer should contact the payment method company that they used to pay for the item and report them as fraud and ask for their money back. 

  Design Toscano has done the following:

  We have reported the site to ****** as a phishing scam - https://safebrowsing.******.com/safebrowsing/report_badware/?hl=en
  We have reported the site to ********* as a phishing scam - https://www.microsoft.com/en-us/wdsi/support/report-unsafe-site-guest
  We have reported the site to Norton as a phishing scam - https://submit.norton.com/?type=URL
  

  The customer should report the following:

  Fill out an Internet Crime Complaint form - https://www.ic3.gov/Home/FileComplaint
  Send an email to the hosting company reporting the website. The hosting company can be found using - https://whois.domaintools.com/. In this case they need to email Enames abuse address ***************
  

   

  Thank you 

  Design Toscano 

   

   

   

  Customer response

  12/22/2021

   
  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.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  08/09/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I spoke to them about just to check if an order I made was in place and when backordered items where coming in. The woman I spoke to ended up putting through the order I had already made again tying up funds I need for bills. I need a refund of $203.38. this was a duplicate order. I need a refund and I don&#**;t need this duplicate order

  

  Business response

  08/10/2021

  Thank you for your inquiry- We did receive your inquiry that you sent to our customer service department yesterday and our accounting department was in the process of reviewing -it has been determined that a duplicate order was not placed but there was a duplicate authorization in the amount of $203.38 which we have reversed with the following transaction ID: ******************

  We apologize for the error and thank you for your business. 

   

  Thank you 

  Design Toscano 

   

   

*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. ↩