Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:08/29/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered a chair from Modern in Designs and initiated a return on July 20, 2023 by contacting their customer service department. The customer service agent indicated that I would need to pay for return shipping, which I did in an amount totaling approximately $300. The chair cost $895.50. Modern in Designs credited me back $645.50. I contacted customer service again on 8/25/2023 via email. The customer service agent wrote me back stating the initial shipping charges were deducted from the refund; however, I have an email from when my order was placed indicating that shipping was free. Their website also indicates free shipping. The agent wrote that per their return policy, they had deducted the amount it cost for them to ship the chair to me. We had previously exchanged emails three times about this order. At no time did the customer service agent indicate the shipping costs were deducted from the refund amount. Further, my invoice shows $895.50 as the cost of the chair, with shipping listed as free.

  Business Response

  Date: 08/29/2023

  Customer returned an order that was refunded minus the actual shipping cost in accordance to our returns policy (link below).

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

  "Canceled orders and returns will
  incur the actual shipping costs to and from the customer back to the
  Modern In Designs warehouse of origin. Actual shipping costs back to
  Modern In Designs may vary from the shipping promotions amounts charged
  or shipping discounts which are subsidized by Modern In Designs at time
  of the order."

  regards,
  

   

  Customer Answer

  Date: 09/08/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:
  

  The merchandise receipt clearly indicates the cost of the item purchased and lists free shipping. At no time during communications about the return did the merchant cite their police nor did they share with me the amount that would be deducted from the price of the merchandise to cover their initial shipping costs. It was only after I noticed the full amount of the merchandise had not been refunded that the merchant told me they had deducted the initial shipping fees. Had I know I was going to pay $300 to return the merchandise plus $250 by the merchant, for an item that cost $900, I simply would have retained the merchandise. 

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ************************
  
  
  
  
   
  

  Business Response

  Date: 09/11/2023

  Hello -

   

  Our returns policy is clearly stated in our returns policy. Customer should have read the policy before making any decisions.