ComplaintsforCarolina Direct

• Initial Complaint

  11/10/2022

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  I made a purchase from this business on August 13 and was informed items would be delivered within a certain time frame. Repeated phone calls and promises to contact me back were unsuccessful in finding out expected delivery information. I contacted the company to request a credit on the items I had not received although my credit card was charged for the entire amount of the purchase on August 13th. The store representatives offered me store credit when I declined that offer they attempted to push the "floor model" of the item I had purchased on me. I refused the floor model because I did not want to purchase a used item; I was then offered a credit less 10% cancellation fee. I don't feel the cancellation fee is appropriate since this company failed to fulfill the terms of the purchase I made in good faith.

  Business response

  11/10/2022

  Upon initial purchase on 8/13/22 customer was informed that they were welcome to the new floor model that had just been put on the floor.  They said they were willing to wait for a new one and a timeframe of 8-15 weeks was quoted which was written on her invoice at the time of purchase.  We have responded to all communications with this customer from day 1.  We do not sell used furniture and we have never "pushed" anything on anyone ever.  She was offered the floor model on day 1 before she decided to wait for an order.  It is clearly stated on front and back of our paper work that all sales are final and there is a 10% cancellation fee if cancelled for ANY reason.  The cancellation fee covers the time involved helping the customer and following up on orders and is a fair amount.  We did offer her a 100% store credit to choose another item but if she wanted a refund the cancellation fee applies.  I have attached her original paper work front and back with original notes.  All items with dates have been picked up or delivered.

  Customer response

  11/10/2022

  Better Business Bureau,
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is all I can expect to receive from this business. Carolina Direct and its owner have unethical business practices and very poor customer service.  The store representative will say they will contact you with an update about delivery but can’t seem to follow through on that necessary action. I’ve had to make repeat follow up calls in order to receive information. This business should be rated “F” and lose the privilege to conduct business in this community for the way they treat customers. 
  
  Regards,
  
  ***** ********* 

• Initial Complaint

  01/13/2022

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  On December 5th I sent an email to the company inquiring about a sectional on cost and delivery. I called them direct after no response spoke to Shelby she said that particular suite was 3 months out for delivery. I asked did they have anything else in stock that was comparative and in stock she told me yes they had a 3 piece sectional and the love seat to it was expected that Friday and they could deliver the week of Christmas. So I gave her my credit card and bought the suite with the expectation of delivery the week of Xmas. I paid 1463.54 for a 3 piece sectional including delivery. I went to ****** furniture looked at the suit and decided to buy the single seat addition. I called them back ordered that piece was told it would be in 1st week in January. I agreed. I paid 254.40 without delivery they wanted 150. So week of Xmas I called them about delivery we scheduled Tuesday. When delivered it had 3 pieces but instead of the loveseat it had the single piece. I called and was told the loveseat was late and would be in 1st week of January. I reminded her what she said and was told she was wrong. So now it’s 3 rd week in January no response from them I called spoke to Karla S*** immediately said 4 weeks for delivery. I explained to her what I had been told she said she will call me back. She did and said it won’t be in until February 4th I told her this is unacceptable she hung up on me. I called her back she picked up the phone when I told her who I was she hung up on me. I called the owner no answer. I’ve tried again today they hang up on me. I want the furniture I paid for or a complete replacement in a timely manner that I was promised.

*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. ↩