Initial Business Response / [redacted] (1000, 8, 2015/10/02) */ Unfortunately, damages can happen in transit with furnitureWe communicated with the customer almost daily to resolve the issueWe have to obtain pictures to verify the damage, then issue call tags to the customer to get the items back at no cost to the customerThere was an unfortunate delay in getting the call tags from the carrier because of a union strikeWe advocated persistently to get these items out of the customer's hands as quickly as possibleOnce we received the items back, we issued a full refund (per our policy)We are sorry that it was a bit slower than usual, due to the unfortunate timing of a strike, but we were in constant communication with the customer and did the best we could to get the items back and refund the customer in full Initial Consumer Rebuttal / [redacted] (2000, 10, 2015/10/06) */ (The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response /* (1000, 10, 2014/10/09) */
Received business response via email on 10/8/14:
In regards to this complaint:
We have 10,unique products on the site and it is very dynamic (multiple options/pricing per item, new items, discontinued items, sales going up and
down, etc.)As such, it is impossible to guarantee 100% accuracy on the site at all times and have no guarantees of that accuracy
The Terms of Service on our website state:
While our goal is a 100% error-free Web Site, we do not guarantee that any content is accurate or complete, including price information and product specificationsIf we discover price errors, they will be corrected on our systems, and the corrected price will apply to your order2Modern reserves the right to revoke any stated offer and to correct any errors, inaccuracies or omissions (including after an order has been submitted and accepted)
This first complaint that I have heard of from a customer concerning a situation like this (as we do make every effort to have accuracy on the site)We had a limited time 20% off sale and we offered an additional 5% off as an inconvenienceWe notified her very quickly and promptly refunded her card when she advised that she wanted to cancel
Thanks,
***
Initial Consumer Rebuttal /* (3000, 12, 2014/10/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
It is not about to provide a 100% accuracy on the site, it is Modern increased the price just over the weekend due to their own reasons and force customers to accept itMoreover, I NEVER ADVISED THAT I WANT TO CANCEL THE ORDERTHE BUSINESS JUST IGNORED MY COMPLAINT AND WENT OVER TO CANCEL MY ORDER REGARDLESS MY PERMISSION
If it was a fault on the website then maybe I would not be that much irritatedThe thing is, the business even discussed with me the color/ size of the bed, and delivery method and timeetcThere were several confirms and confirms and then, just out of blue, over a weekend they said they had to increase the price???? THAT IS NOT A TRUSTWORTHY, HONEST AND RELIABLE BUSINESS WOULD DO
I am copying all the emails and let people judge
"Dear ***
Thank you again for your order with 2Modern
Just wanted to update youOur warehouse is expected to get a new shipment of the Jane Bed next week and to begin shipping once the stock is receivedPlease advise if you need to make any changes to your orderOtherwise we will update you immediately when your order ships out
Have a great day!
Best,
***
2Modern Customer Service"
"Hi ***
I just checked online that it says the slate fabric will ship out after 9/10? Yesterday the website showed there won't be any slate fabric stock until the end of month so that I ordered the dove grey fabricIf the stock next week has slate color then I would like to change to slate color as my original first choice
For the shipment, is it possible that we could arrange the deliver time to be on Saturday (9/13)?
thank you
***"
"Hi ***,
I can definitely check with the warehouse to see if a shipment of slate will be coming in next weekWhen the warehouse receives stock typically it takes 3-days to process and then the items shipUnfortunately I couldn't guarantee a definite delivery date of the 13thPlease let me know if that changes anything or if you want to hold the order
I am reaching out now to see if slate is an option
Best
***
"Hi ***
Is there any update for the slate Jane bed?
thank you"
"HI ***,
The warehouse expects to receive in the shipment of the Jane Bed in slate next weekThis will take 3-days to process and then will ship out, most likely the following weekSo since both the dove and the slate are due to arrive around the same time should I change this to slate for you?
Best,
***
"Hi ***
Yes, please change to slate color for me
Regarding the shipment, will I get a confirmation of which date it will be delivered? Because I am full-time employee, I'll probably need to ask the leasing office to open the door for me to arrange the delivery
thank you "
"Hi ***,
Yes, you will be notified once this ships outTypically the freight company will contact you once the item arrives in your area to arrange a convenient time for deliveryI will change the color to slate on this for youHope you have a wonderful weekend, be sure to let me know if you have any other questions
Best,
***
"HI ***
Well noted
thank you so much for your help
you have a wonderful weekend too!"
"Dear ***,
Our customer service team just left you a voicemail regarding a pricing error on our website that unfortunately affected your order #Please note that the correct Modloft sale pricing for your order is $which is a 20% discount from retail pricingPlease let us know if you would like to continue with the order at the correct pricing or cancel the orderWe apologize for the inconvenience and confusion this may have caused and would like to extend an additional 5% discount
Again our apologies for this error
Best,
***
2Modern Customer Service"
***
I have to be honest that I am very shock when I heard your voice mail this morningAnd I don't think it is even legal for you to do that!!! When you list the price on the website and when I purchased the merchandise, everything is at is valueDo you think it is legal to increase the price afterwards because of the mistake made by your own company? Do you think it's the work way that you treat your customers? I feel totally being deceived!! Not even have to mention how enormous trouble that this is making to me now!!!! "
"Dear ***,
I went a head and cancelled your order and issued a refund for youSo sorry for the confusion on this
If you would still like to place an order with us the Jane Bed in Slate is available to ship out nowThe price is $and we can offer a 5% discount for youThe Jane Bed in Dove is not available until next week and we can match the offer above
Please let us know what you would like to doWe apologize as this was priced incorrectly on our site
Best,
***
2Modern Customer Service"
If every business can list the price on website and after several confirms still can increase the price and cancel your order, do whatever they like then what about the customers' right?
Even there's nothing more can do with the issue I have with them, I still want to and need to let all other customers know that 2Modern IS NOT A TRUSTWORTHY, HONEST AND RELIABLE BUSINESS AND YOU WILL NEVER WANT TO SHOP FROM THEMIn case to occur other victims like me caused enormous trouble, frustration and unhappiness from them
Initial Business Response /* (1000, 11, 2014/11/10) */
11-3-
Sent via email:
Hi ***
I investigated this issue
The complication with this order was that the customer signed paperwork stating that the delivery was complete and there was no damage, effectively releasing the
shipping company of any liability
The paperwork is very clear in regards to it's release of liability and we also are clear on our site regarding signing the release paperwork:
http://www.2modern.com/pages/returns-exchanges
In any event, we took action regarding this situation, but it does take some time to get the packages inspected and get a replacement out to the customerThe replacement was sent out in October (prior to receiving this complaint), the customer received tracking information and the new bed is scheduled to arrive tomorrow
Essentially, this was a very difficult situation, since the customer signed the paperwork stating there was no damage and 2Modern went outside the policy to replace the bed at our own cost (and deal with the shipping company in the background, which will likely end in a loss for us)We are sorry that it wasn't a smooth situation for the customer, but given the circumstances, we did everything in our power to try to accommodate the customer
Thanks,
***
Initial Business Response /* (1000, 8, 2015/10/02) */
Unfortunately, damages can happen in transit with furniture. We communicated with the customer almost daily to resolve the issue. We have to obtain pictures to verify the damage, then issue call tags to the customer to get the items back...
at no cost to the customer. There was an unfortunate delay in getting the call tags from the carrier because of a union strike. We advocated persistently to get these items out of the customer's hands as quickly as possible. Once we received the items back, we issued a full refund (per our policy). We are sorry that it was a bit slower than usual, due to the unfortunate timing of a strike, but we were in constant communication with the customer and did the best we could to get the items back and refund the customer in full.
Initial Consumer Rebuttal /* (2000, 10, 2015/10/06) */
(The consumer indicated he/she ACCEPTED the response from the business.)
2Modern is a fantastic company. I have bought several design pieces from them over the course of 4 years and every time I am delighted with the quality of the product and high level of service. Highly recommend.
Initial Business Response / [redacted] (1000, 8, 2015/10/02) */ Unfortunately, damages can happen in transit with furnitureWe communicated with the customer almost daily to resolve the issueWe have to obtain pictures to verify the damage, then issue call tags to the customer to get the items back at no cost to the customerThere was an unfortunate delay in getting the call tags from the carrier because of a union strikeWe advocated persistently to get these items out of the customer's hands as quickly as possibleOnce we received the items back, we issued a full refund (per our policy)We are sorry that it was a bit slower than usual, due to the unfortunate timing of a strike, but we were in constant communication with the customer and did the best we could to get the items back and refund the customer in full Initial Consumer Rebuttal / [redacted] (2000, 10, 2015/10/06) */ (The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response /* (1000, 10, 2014/10/09) */
Received business response via email on 10/8/14:
In regards to this complaint:
We have 10,unique products on the site and it is very dynamic (multiple options/pricing per item, new items, discontinued items, sales going up and
down, etc.)As such, it is impossible to guarantee 100% accuracy on the site at all times and have no guarantees of that accuracy
The Terms of Service on our website state:
While our goal is a 100% error-free Web Site, we do not guarantee that any content is accurate or complete, including price information and product specificationsIf we discover price errors, they will be corrected on our systems, and the corrected price will apply to your order2Modern reserves the right to revoke any stated offer and to correct any errors, inaccuracies or omissions (including after an order has been submitted and accepted)
This first complaint that I have heard of from a customer concerning a situation like this (as we do make every effort to have accuracy on the site)We had a limited time 20% off sale and we offered an additional 5% off as an inconvenienceWe notified her very quickly and promptly refunded her card when she advised that she wanted to cancel
Thanks,
***
Initial Consumer Rebuttal /* (3000, 12, 2014/10/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
It is not about to provide a 100% accuracy on the site, it is Modern increased the price just over the weekend due to their own reasons and force customers to accept itMoreover, I NEVER ADVISED THAT I WANT TO CANCEL THE ORDERTHE BUSINESS JUST IGNORED MY COMPLAINT AND WENT OVER TO CANCEL MY ORDER REGARDLESS MY PERMISSION
If it was a fault on the website then maybe I would not be that much irritatedThe thing is, the business even discussed with me the color/ size of the bed, and delivery method and timeetcThere were several confirms and confirms and then, just out of blue, over a weekend they said they had to increase the price???? THAT IS NOT A TRUSTWORTHY, HONEST AND RELIABLE BUSINESS WOULD DO
I am copying all the emails and let people judge
"Dear ***
Thank you again for your order with 2Modern
Just wanted to update youOur warehouse is expected to get a new shipment of the Jane Bed next week and to begin shipping once the stock is receivedPlease advise if you need to make any changes to your orderOtherwise we will update you immediately when your order ships out
Have a great day!
Best,
***
2Modern Customer Service"
"Hi ***
I just checked online that it says the slate fabric will ship out after 9/10? Yesterday the website showed there won't be any slate fabric stock until the end of month so that I ordered the dove grey fabricIf the stock next week has slate color then I would like to change to slate color as my original first choice
For the shipment, is it possible that we could arrange the deliver time to be on Saturday (9/13)?
thank you
***"
"Hi ***,
I can definitely check with the warehouse to see if a shipment of slate will be coming in next weekWhen the warehouse receives stock typically it takes 3-days to process and then the items shipUnfortunately I couldn't guarantee a definite delivery date of the 13thPlease let me know if that changes anything or if you want to hold the order
I am reaching out now to see if slate is an option
Best
***
"Hi ***
Is there any update for the slate Jane bed?
thank you"
"HI ***,
The warehouse expects to receive in the shipment of the Jane Bed in slate next weekThis will take 3-days to process and then will ship out, most likely the following weekSo since both the dove and the slate are due to arrive around the same time should I change this to slate for you?
Best,
***
"Hi ***
Yes, please change to slate color for me
Regarding the shipment, will I get a confirmation of which date it will be delivered? Because I am full-time employee, I'll probably need to ask the leasing office to open the door for me to arrange the delivery
thank you "
"Hi ***,
Yes, you will be notified once this ships outTypically the freight company will contact you once the item arrives in your area to arrange a convenient time for deliveryI will change the color to slate on this for youHope you have a wonderful weekend, be sure to let me know if you have any other questions
Best,
***
"HI ***
Well noted
thank you so much for your help
you have a wonderful weekend too!"
"Dear ***,
Our customer service team just left you a voicemail regarding a pricing error on our website that unfortunately affected your order #Please note that the correct Modloft sale pricing for your order is $which is a 20% discount from retail pricingPlease let us know if you would like to continue with the order at the correct pricing or cancel the orderWe apologize for the inconvenience and confusion this may have caused and would like to extend an additional 5% discount
Again our apologies for this error
Best,
***
2Modern Customer Service"
***
I have to be honest that I am very shock when I heard your voice mail this morningAnd I don't think it is even legal for you to do that!!! When you list the price on the website and when I purchased the merchandise, everything is at is valueDo you think it is legal to increase the price afterwards because of the mistake made by your own company? Do you think it's the work way that you treat your customers? I feel totally being deceived!! Not even have to mention how enormous trouble that this is making to me now!!!! "
"Dear ***,
I went a head and cancelled your order and issued a refund for youSo sorry for the confusion on this
If you would still like to place an order with us the Jane Bed in Slate is available to ship out nowThe price is $and we can offer a 5% discount for youThe Jane Bed in Dove is not available until next week and we can match the offer above
Please let us know what you would like to doWe apologize as this was priced incorrectly on our site
Best,
***
2Modern Customer Service"
If every business can list the price on website and after several confirms still can increase the price and cancel your order, do whatever they like then what about the customers' right?
Even there's nothing more can do with the issue I have with them, I still want to and need to let all other customers know that 2Modern IS NOT A TRUSTWORTHY, HONEST AND RELIABLE BUSINESS AND YOU WILL NEVER WANT TO SHOP FROM THEMIn case to occur other victims like me caused enormous trouble, frustration and unhappiness from them
Initial Business Response /* (1000, 11, 2014/11/10) */
11-3-
Sent via email:
Hi ***
I investigated this issue
The complication with this order was that the customer signed paperwork stating that the delivery was complete and there was no damage, effectively releasing the
shipping company of any liability
The paperwork is very clear in regards to it's release of liability and we also are clear on our site regarding signing the release paperwork:
http://www.2modern.com/pages/returns-exchanges
In any event, we took action regarding this situation, but it does take some time to get the packages inspected and get a replacement out to the customerThe replacement was sent out in October (prior to receiving this complaint), the customer received tracking information and the new bed is scheduled to arrive tomorrow
Essentially, this was a very difficult situation, since the customer signed the paperwork stating there was no damage and 2Modern went outside the policy to replace the bed at our own cost (and deal with the shipping company in the background, which will likely end in a loss for us)We are sorry that it wasn't a smooth situation for the customer, but given the circumstances, we did everything in our power to try to accommodate the customer
Thanks,
***
Initial Business Response /* (1000, 8, 2015/10/02) */
Unfortunately, damages can happen in transit with furniture. We communicated with the customer almost daily to resolve the issue. We have to obtain pictures to verify the damage, then issue call tags to the customer to get the items back...
at no cost to the customer. There was an unfortunate delay in getting the call tags from the carrier because of a union strike. We advocated persistently to get these items out of the customer's hands as quickly as possible. Once we received the items back, we issued a full refund (per our policy). We are sorry that it was a bit slower than usual, due to the unfortunate timing of a strike, but we were in constant communication with the customer and did the best we could to get the items back and refund the customer in full.
Initial Consumer Rebuttal /* (2000, 10, 2015/10/06) */
(The consumer indicated he/she ACCEPTED the response from the business.)
2Modern is a fantastic company. I have bought several design pieces from them over the course of 4 years and every time I am delighted with the quality of the product and high level of service. Highly recommend.