Complaints

• Initial Complaint

  12/28/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased furniture from this store , it was delivered and part of the furniture was damaged and clearly used , also one part of the couch is the completely the wrong color , I was told the correct part would be here the 12 December Im still waiting . Ive been back and forth to the store and the manager was rude . Also very misleading ., weve called service and all I get is its not here yet , i was told if I cancel the order and I have them come pick it up they may not refund my money , so Im at theyre **** and call and Im afraid Ill never get the correct pieces Ive paid for . Ive been patient and Im afraid if I dont speak up and continue to call someone Ill never get this resolved.

  Business response

  01/03/2023

  Ms. ************ made a purchase on 10/28/2022 in our Enterprise store. Please see the attached signed sales ticket. The customer received a partial delivery on 11/4/2022. Please see the attached signed delivery receipt with photos. Another partial delivery was made on 11/23/2022.Please see the attached signed delivery receipt with photos. The customer called into the ****************** on 11/4/2022 and reported an issue with the tv stands door. A technician went out to inspect to item on 11/14/2022 and offered a resolution. The customer was not wanting a replacement but asked to return the item. On 11/30/2022 the tv stand, the bridge and left pier that was delivered were picked up from the customers residence and the right pier cancelled, see attached pickup receipt. The customer received a refund to her financed company for all 4 pieces, see attached. On 11/25/2022, the day after the 2nd partial delivery, and exchange ticket was entered for the corner chair that was mislabeled and delivered to the customer being the wrong color (see attached copy of the ticket). Also on the exchange ticket is the ottoman as this was said to be dirty. The pandemic of COVID-19 has affected the supply chain and rate of production. Though shipping times are improving,there are still delays compared to pre-pandemic orders. We truly understand the frustration of the customer for waiting on her furniture. We do not like to make empty promises with dates changing daily on the *** to the distribution centers by the manufacturer. The customer received the exchange of the corner chaise on 12/30/2022, please see the attached signed delivery receipt. The ottoman is still on order with the manufacturer. When this arrives, we will contact Ms. ************ to schedule delivery.

  Customer response

  01/03/2023

   
  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. For now Im still waiting for a piece that Ive paid for and was told it would be out for delivery the 4th January prior to that it was the 12 Dec  prior to that 30 Nov until then this isnt over . I am however thankful for them now trying to correct the issue . If theres a supply issue they shouldnt be taking peoples hard earned money if the product isnt available!  I wouldnt have purchased if I was told Id have to wait months . 
  
  Sincerely,
  
  ******** Ireland-****

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