Complaints

• Initial Complaint

  01/03/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Order #**** was made on Sunday 11/19/23 at 7:10PM and confirmed via a customer service order summary. The cost was $163.50 for shipping of two Zuma Sofa's. On 11/19/23 at 2:03PM I emailed the company asking if the sofas would be delivered after 12/2 because we were out of town. On Monday 11/20/23 at 2:13PM the company returned my email by stating that "I can make a note not to ship these items until after the 2nd of december." on 11/20 at 3:01PM, I responded with terrific, thank you so much. On 12/17 at 9:19AM I emailed the company asking, "I was looking to have an estimated ship date. We mentioned not after 12/2, but there has been no update on the order. Thank you! On Monday 12/18 at 11:25 AM the company returned my email by stating that "thanks for circling back. Would you mind confirming if the sofas have been paid for in full?" On Monday 12/18 at 11:50AM I responded with the screenshot from my purchase and forwarded the shipping confirmation. On 12/18 at 12:06PM the company responded "Thanks for the information! I am not quite sure what happened there but there is a glitch on the website as the sofas are definitely not free. Please find attached the actual cost of the sofa. Let me know if you have any questions. I understand you have already paid for shipping, which I will be happy to refund you fi you decide you want to cancel the oder as the actual cost is considerably more. So sorry for the inconvenience. The company never contacted me in the 29 days that passed to communicate the alleged error. They held the shipping funds until 12/18 and offered a 5% discount on the items. This company has a local warehouse and sells the sofas at a much lower price than even what is listed online. This issue appears to be a violation of South Carolina Law - Title 37: Consumer Protection Code Chapter 2 Section 37-2-504 the seller has 10 days to review the sale and to make any amends. This notification process never occurred.

  Business response

  01/09/2024

  Dear Better Business Bureau,
  We hope this communication finds you well. We are writing to address and resolve a recent customer complaint filed under complaint ID ********. Recognizing the significance of your role in ensuring fair business practices, we appreciate the opportunity to provide a comprehensive overview of the situation and the actions we have taken to address the customer's concerns.
  The complaint is centered around order #****, initiated on Sunday, 11/19/23, for the purchase of two Zuma Sofas. The customer raised concerns related to miscommunication, delayed shipping, and discrepancies in pricing.
  Upon thorough investigation, we have identified the following issues and taken immediate steps to resolve them:
  Refund: We have processed a full refund for the shipping charges of $163.50 on December 18th 2023.
  Order Update: We have reviewed the order and confirmed the correct cost of the Zuma Sofas. A glitch in our system caused confusion, and we are addressing this issue to prevent future incidents.
  Communication: We acknowledge the lapse in communication and apologize for any frustration caused. Going forward, we are implementing measures to ensure timely and transparent communication with our valued customers.
  Additionally, we have arranged to have the sofas shipped directly to the customer's home address at our cost. BOL# S66646. We want to emphasize that we are not requiring the customer to pay for shipping in this instance. This is a gesture of goodwill to further remedy the inconvenience caused.
  We recognize our responsibility under South Carolina Law, specifically Title 37: Consumer Protection Code Chapter 2 Section 37-2-504. We are committed to ensuring compliance and will take proactive measures to review sales promptly in the future.
  We understand the importance of maintaining trust with our customers and strive to resolve issues in a fair and timely manner. If you have any further questions or require additional information, please feel free to contact us at Thank you for your attention to this matter, and we appreciate your ongoing efforts to uphold business standards.
  Sincerely,
  Ro Sham Beaux

  Business response

  01/09/2024

  Delivery documents for order ****.

  Customer response

  01/11/2024

  I am rejecting this response because:  We have been emailing with Rachel R********** of the **** ***** Facility for Ro Sham Beaux and they provided me with a Bill of Landing that does not include any contact information for the carrier or when the items will arrive. We have been told tomorrow twice now and no follow up information or carrier information. I feel that by providing us with the BOL and the email information they would like me to accept the resolution without providing the product. I will not resolve the claim until the items are in hand or we at least have a call from the driver about when the items will be delivered. The BOL says that the date to ship was 1/5 and we were told that it would likely arrive on 1/8 but was delayed, then we had terrible weather on 1/9 so that was a nonstarter, then 1/10 it should have arrived and there was no notification. I emailed again today for a number for the carrier so we can track the items so we can be on site for their arrival. I am waiting to hear back.  
  Sincerely,
  
  ***** ******

  Customer response

  01/15/2024

  Hello, we spoke with the shipping company last week and we’re waiting for the transit bill to be paid. The company paid the bill and we have not heard from the shipping company when the sofas will be delivered. Hopefully we will hear shortly. 

  Business response

  01/22/2024

  We have been working directly with **** to get the requested materials to her as quickly as possible, but due to unforeseen delays with weather and accounting issues on our shippers end, the shipment is finally scheduled for delivery. Sunbelt has let me know that this has been released to dispatch for the next truck to the delivery service.  The details for the freight shipment are ******** ****** ***** ******.

  We have refunded all of Mrs. ******'s original payment and have not requested any compensation and are having the sofas delivered with a white glove delivery service.  We are a small organization and this error has highlighted a weakness in our website that we are grateful to have been made aware of. We have done everything we can to rectify this website order error that allowed the order to be proceeded at a $0.00 cost and appreciate her diligence in communication. 

  Thanks,

  Rachel R******

  VP of Sales and Customer Relations

   

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