Complaints

• Initial Complaint

  12/05/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I visited the Tampa store twice and 10 min at the ************* store. I canceled my bedroom furniture order due to DOMA being dishonest. I asked questions which were: Is the furniture made of real wood? The answer was yes. Is the delivery crew part of **** or a separate company? I was told the crew was part of Doma and worked in the warehouse. I found out later both answers were not true. The afternoon before delivery, I called my salesperson to ask a couple of questions. The supervisor informed me both salespersons were no longer with **** and sent me an email stating they were terminated. I asked the supervisor about the drawer dimensions and she blurted out the furniture is made of MDF. I immediately responded, I would not have purchased the furniture had I known it was MDF and that I was told it was solid wood. The owner of the delivery company called me the afternoon before delivery. He said the furniture would arrive in blankets. My new furniture from prior companies has always been delivered in the manufacturer's boxes. He said the furniture was removed from the boxes for inspection. I said to place it back in the boxes after completion. He said the boxes are long gone. Doma never said my new furniture would arrive in blankets. How can I be assured the furniture is new? Blankets can have a build up of dust, bacteria, and carry bed bugs . Furniture arriving in ******** is another reason I canceled. I was sent an email that if I recieved delivery, it would not be until 4-6 wks and I would be charged a 2nd delivery fee of $482. The manager said the furniture could be canceled for a 5% **************** fee on each item and a 40% restock fee on the bed. He said the furniture was a "special order" but how can that be if all items are on the floor, excluding the bed. The manager has changed his mind to charge 5% fee on all items. I do not want to pay any fee. If Doma wasn't dishonest, I would never have bought the furniture, or worry about a cancelation.

  Business response

  12/07/2024

  To Whom It May Concern,

  The attachments contain a rebuttal letter that was sent to Ms. ********* credit card company in regards to a chargeback that was submitted by her. It contains full details of her purchase experience. In addition to the rebuttal letter is a signed copy of the **** terms of sale. Ms. ******* signed this document and had a complete understanding of the terms listed. The third document is the delivery manifest showing the charge for her delivery. Because the delivery was cancelled by Ms. ******* outside of 24hrs notice, the delivery slot was reserved for her and could not be filled with another client. DoMA was charged and paid for this time slot.

  Lastly, DoMA did concede to Ms. ******* in an effort to offer a fair compromise. Ms. ******* was offered a return of her special order items in exchange for a 5% restock fee for all items.(versus the restock fee up to 40% noted in the terms of sale) We consider this fee to be fair as it will be used to cover the freight that was paid to ship and store her special ordered  merchandise. 

  Communication of this exception was sent to Ms. ******* via email on Dec 2nd. We are prepared at any time to process the refund noted above, minus the restock fee. 

   

   

  Customer response

  12/14/2024

   
  Complaint: 22641786
  
  I am rejecting this response because:
  11/14/2024
  
  Complaint #: 22641786
  
  Dear BBB,
  
  Doma stated I broke their contract by canceling the order after 24 hours, therefore charging a 5% fee. Doma has failed to address my reasons that led up to the order cancellation. There has been no apology, nor acknowledgement of my concerns toward their senior salespersons dishonesty. ******* sent an email which said I created an irrational dramatization in order to cancel this order. What a ***** comment! It is not irrational to speak with the owner (*****) regarding my experience with his company. Trying to belittle customers and/or employees is very unprofessional. It was not appropriate to send me an email stating your design consultants were terminated, when saying they were no longer with the company would suffice. Is dishonesty and demeanor the landscape of ****? I would never expect such comments from a general sales manager. 
  
  I was looking for contemporary bedroom furniture and came across Doma Home Furnishings. On ***** website, they advertised six company logos with whom they are associated, one being ***. The chest, dresser, nightstands, and entertainment unit are on the showroom floor. Doma may have ordered the pieces above, but most customers dont consider that a special order if on the showroom floor. These items can be in their warehouse opened, which is why they wouldnt deliver in the manufacturers boxes. **** will not have a problem selling the bed. ***** website states they strive to meet high expectations, and make the process enjoyable and rewarding. **** did not provide me the experience that was advertised on their website. What about ***** obligation to the customer? They broke an unwritten and unsigned contract with me, the customer. I request **** to assume responsibility for their salespersons dishonesty and return all money paid, including the 5% and white glove delivery fee. Doma has told me different stories as to the purpose of the 5% fee. Initially, **** charged my credit card $482 for delivery and setup. ***** said the 5% fee was to cover **************** fees. Later it was changed to a restocking fee. Now **** provided an invoice from Kims Trucking for $401.10. Look at the dishonesty or haphazard justification for just the 5% fee. ******* said I spoke to a person in the warehouse. I did not. Again, I only spoke to the owner of the delivery company on the afternoon before delivery. Another mix-up or dishonesty. 
  
   If ***** salesperson had been honest:
  - I would NOT have purchased the bedroom furniture. 
  - I would NOT be in this situation where Doma wants to keep 5% of my money as an **************** fee and/restocking fee. 
   -There would be no contract for me to break, as there would be no purchase
  
  I am asking Doma Home Furnishings to address my concerns below regarding their salespersons dishonesty:
  --***** salesperson said the delivery crew was part of Doma and works in the warehouse. 
  -***** salesperson said the bedroom furniture was made of solid wood and never mentioned MDF.
  --***** salesperson did not inform me of ***** delivery policy that NEW furniture will be delivered in blankets and not manufacturers boxes.
  --***** salesperson breached my unwritten contract with Doma.
  --******* informed me the bedroom furniture was made of MDF.
  
  Response to Doma Home Furnishings email:
  I did not have numerous visits. There were two visits at the ***** store and 10 mins at ************** store, as they were closing. My first visit included my daughter, not others, and was in Sept 2024, not Aug. My first call to Doma in ***** was Aug 27, 2024. I dont recall seeing ******* in the store at my 1st visit.  During my second visit, I did use my phone in my car to inquire about getting the mirror hung, as the salesperson told me the delivery crew would not hang it. I spoke with ******* regarding time allowed to inspect the furniture for scratches/dents. I asked for 24hrs to inspect the furniture and ******* said no. If scratches/dents were found 24hrs after delivery, the customer would be responsible for repair. At my second visit, my salesperson and her partner showed me photos of lamps, and fabric for a bedspread. I expect a salesperson to sell products, answer questions, or researches to find the answers. Per *******, I had extensive knowledge of the bedroom furniture.  ******* was not my salesperson, so how can this comment be made. Regardless, the order cancellation was not about my knowledge base of the furniture, but incorrect answers to my questions. Anyone can look up a product, but that doesnt mean they have extensive knowledge of it. Today, I looked on **** website and there was no mention of MDF. *******, where did you find that the furniture was made of MDF? Never once did the words MDF come out of my salespersons mouth. No, I did not contact ***, as I thought the salespersons answers were accurate.
  
   In ***** rebuttal, **** customer service stated blanket wrapping is a common practice. ****** states for NEW furniture, the STANDARD delivery process is to deliver the furniture still in the manufacturers boxes. ****** elaborates that most retailers deliver NEW FURNITURE in the ORIGINAL manufacturers packaging, which is designed to protect the item during transport. ******* definition of white glove delivery is transportation of the product to the home, unpacking, installation, assembly and removal of packing materials like bubble wrap, peanuts, etc. The above is what Ive always experienced in the past. *** had inspection of my furniture, but it was replaced in manufacturers boxes once completed. There may be debris on the outside cartons, but this can also occur on blankets, which can be worse. Also, blankets can have bedbugs, bacteria and lots of dust. I prefer not to have blankets in my home, which have traversed other customers homes. It is unsanitary.
  
  There has been no apology from anyone at ****, nor return of all my money. ***** request I pay a 5% **************** fee and/or restocking fee. Again, if the salesperson was honest, I would NEVER HAVE PURCHASED this bedroom furniture and there would be NO contract to breach on either part. Its not fair to ask a customer to pay 5% ($1218.90) of their hard-earned money when your employees dishonesty was the reason leading to furniture cancellation. (Hopefully, I calculated the amount correctly because your Dec 2 email, it did not include the 5% fee amount). I cant understand why **** is not taking responsibility for their staff dishonesty? The money from the trucking invoice will be recovered once the bed is sold and I feel confident it will be. I ask Doma to live up to their web page motto to strive for high expectations and provide an enjoyable and rewarding experience. I did not ask to return this bedroom furniture for any other cause, except for ***** salespersons dishonesty and the reasons stated above. 
  
  In closing, I ask for a full refund of my money since the salesperson gave false information about the bedroom furniture, delivery crew, and withheld crucial information regarding furniture delivery. **** has a duty to inform customers of their delivery policy, as blanket wrapping is not the norm. I would never have purchased the bedroom furniture if the salesperson had been forthcoming, which would have influenced my desire to purchase this furniture. There would be no contract to breach on either part. Its not ethical for the salesperson to be dishonest in order to progress a sale.  Doma, please address my concerns instead of ignoring them. Dishonesty led me to breaking your contract and therefore, I request a full refund. **** has a fiduciary duty to be honest, trustworthy, maintain the utmost integrity, and moral obligation to their customers. **** has breached every customers unwritten and unsigned contract by providing dishonest answers to procure a sale. Ive lost enough time and heartache. Doma Home Furnishings (***** ****, managing partner and ****** ********, managing partner per BBB website), I ask you to re-consider and process a full refund in the amount of $16,178.92
  
  Sincerely,
  
  ******* *******
  Sincerely,
  
  ******* *******

  Business response

  12/17/2024

  We are not in agreement  with her assessment of the circumstances leading up to her cancellation and  'agree to disagree'   The offer to refund for the exceptions made for her cancellation are unchanged . As stated before, no other accommodations will be made.  We've absorbed all costs associated with cancellation except for her special order bed, which we absorb the costs for the product and require her to pay her credit card fees.    Since we do not keep customers credit card info, she is required to contact us with the credit card information so we can credit her the charges for the products as stated.  

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