AptDeco, Inc.

The customer in question reached out after business hours to ask for help in accessing her account to reschedule a deliveryOur service is a peer-to-peer marketplace that connects buyers and sellersIn this case, the seller of *** ***'s sofa needed to reschedule as her building did not allow
deliveries on weekendsTo complicate matters, *** *** had purchased the sofa using a guest account, which has limitations in terms of reschedulingWe did not reschedule on *** *** and would have kept the original date had the seller been able to have the sofa available. Our customer service team tried to address her complaints, which included being unable to land rescheduling the delivery of this item for a sooner dateWe also explained our policy that all sales are final (screenshot attached).This policy is clearly stated in our FAQs (***) as well as in our Terms and ConditionsWe do our best to mediate disputes between buyer and seller in a way that is fair and even-handedWe strive to protect both seller and buyer in these transactions. In this event, the seller of this item agreed to a cancellation and *** *** was refunded as requestedWe understand her frustration and tried to help via email and a scheduled phone call, but we were not able to further assist to her satisfaction

I submitted a Purchase Request for what was advertised in three different places as a set of stools for $ The seller approved my Purchase Request, a date for delivery was set, and my credit card was charged I then received an email from Nia at AptDeco explaining that the seller "meant" to list each stool for $and offering to either charge me $for the stools or cancel my purchase AptDeco never pointed to where in the terms and conditions they were authorized to cancel a validly entered contract I want the stools I purchased, not a refund This is my third bad experience with AptDeco The first bad experience occurred when the delivery team put a fist-sized hole and severely damaged the paint in several places in my hallway The second was when a lamp I ordered was cancelled at the last second because it had been "damaged." With these hassles, AptDeco is worse than ***

Worst possible Customer Support
They do not care about the clients at all

Hello,[redacted]'s pieces have been sold on her behalf and she has been issued a full refund for the items she did not decide to keep.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.
Sincerely,
[redacted]

Hello,AptDeco helps to facilitate the sale of furniture between buyers and sellers across New York City.  Because sellers are also New Yorkers who are generally moving from their homes, we cannot return any item to a seller in all cases.  Instead, we allow the return to seller of items...

that are not as advertised—meaning that the condition, brand, color, dimensions, or other facts related to an item are misstated by the seller.  In the rare case that this does happen, a buyer is asked to provide evidence of the discrepancy between a received item and its listed condition.  That evidence will then be reviewed impartially versus the seller's listing, along with the information and photographs provided by the team that has delivered the item to the buyer.The process for receiving a return and refund is clearly listed on the AptDeco website.  It's important to follow the process closely.  As sellers are also our customers, it's essential to treat them fairly and not return a piece of furniture to someone when they have been clear, fair, and honest about its condition.In the case of the item purchased here, the buyer was unable to submit evidence that the items held any difference between their current condition and the condition/brand listed by the seller.  In addition, these items were physically reviewed in person by the AptDeco team.  We also spoke with [redacted], who confirmed that most of their wood pieces do not contain a tag or marking that has the name of the brand—addressing the primary basis of this customer's complaint.  The piece closely matches our experience of the hundreds of [redacted] pieces we have delivered in the past.  The pieces held only very minor markings and were in strong condition.For these reasons, we determined that the items could not be fairly returned to the seller based on the buyer's change of heart.  However, we understand the buyer has decided she does not want to keep the pieces she received.  For this reason, we've offered to store the pieces and resell them on her behalf, so that she can be refunded through the profit of her sale.  We've also offered to waive any associated storage or commission fee in accordance with that arrangement.We take seriously the process of item inspection and will always allow for a return if a buyer receives an item from a seller who has been misleading regarding any key factor related to that item.  That was not the case in regards to this purchase.  For that reason, the item cannot be returned to the seller and the seller has been paid appropriately for her sale.  Thank you.

Hello,
 
This customer disputed the charge with their credit card.  Though she does qualify for a refund, we've been unable to offer one because of the disputed charge.
 
If she drops the dispute an immediate refund can been issued.  Otherwise, we...

intend to not contest the disputed charge and let it go through, which will take place depending on her bank's processing time.Thank you.

AptDeco is an online furniture marketplace, where buyers and sellers can sell used furniture to each other. All damage and/or falsely advertised items must be reported within 24 hours of delivery, as we cannot hold sellers accountable for the state of the furniture after that period. As part of our...

Money-Back Guarantee, buyers can sell items on our platform and we'll waive our fee. This typically includes items that they didn't like or didn't quite fit their apartment or decor. In this case, as the damage was not reported at time of delivery (1.5 months ago), we aren't able to offer a refund. We can no longer hold the seller accountable, as the furniture has not been in their possession for over a month. However, in advising the buyer that they could resell this piece, we should have been more clear. The buyer can resell this item as is, and fully disclose all defects with the piece. The price that they sell this is their own choice, as long as they accurately describe this item. Alternatively, we can connect this buyer to our contracting partners to see if this piece can be repaired.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

Hello,I totally REJECT the response made by the Aptdeco. Aptdeco category the two furniture (bedside table and bookcase) as "Good, minor blemish most people would not notice". But there are visible scratches and cracks anyone with eyes would notice. The door of the bedside table is broken and the bookcase is loose and shaky. When they were first delivered, I was shocked to see the condition and pointed out to their delivery guys, who agreed with me. I also talked to Aptdeco before at the time of delivery and pointed out the issue. Aptdeco employees talked to the delivery guys and agree to take the items back immediately. But everything changed on the 2nd day and they started to refuse to give me refund and try to convince me to sell those items. I figure Aptdeco makes money from delivery and they just want to sell the items again and again. From my interaction with Aptdeco employees this is a business with NO integrity and it's a scam, rather than a real business based on the quality goods and services it provides. I searched Aptdeco and found multiple similar complaints on its scamming nature. If you have any questions, please let me know.   
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Hello, This customer disputed the charge with their credit card.  Though she does qualify for a refund, we've been unable to offer one because of the disputed charge. If she drops the dispute an immediate refund can been issued.  Otherwise, we intend to not contest the disputed...

charge and let it go through, which will take place depending on her bank's processing time.Thank you.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. I faxed the bank to cancel the dispute, attached is a copy of the fax. I will also send a response to Sateesh D[redacted] from AptDeco who contacted me through my personal email. 
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

Hello,I totally REJECT the response made by the Aptdeco. Aptdeco category the two furniture (bedside table and bookcase) as "Good, minor blemish most people would not notice". But there are visible scratches and cracks anyone with eyes would notice. The door of the bedside table is broken and the bookcase is loose and shaky. When they were first delivered, I was shocked to see the condition and pointed out to their delivery guys, who agreed with me. I also talked to Aptdeco before at the time of delivery and pointed out the issue. Aptdeco employees talked to the delivery guys and agree to take the items back immediately. But everything changed on the 2nd day and they started to refuse to give me refund and try to convince me to sell those items. I figure Aptdeco makes money from delivery and they just want to sell the items again and again. From my interaction with Aptdeco employees this is a business with NO integrity and it's a scam, rather than a real business based on the quality goods and services it provides. I searched Aptdeco and found multiple similar complaints on its scamming nature. If you have any questions, please let me know. 
  
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.
Sincerely,
[redacted]

Review: Purchased china cabinet in August of 2015 for $639 from AptDeco arrived damaged with wrong measurements, hutch did not fit in to the elevator or stairs. Delivery people left part in the lobby over knight and picked up the next day part from my apartment and part that was left downstairs. Since nothing was completely delivered no delivery slip was sign. Refused to return money, denied my claim, claiming that the furniture was delivered. I have pictures of the furniture downstairs in the lobby and pictures of the damages. Promised hustle free return, does it mean that they take back merchandise and keep the money?Desired Settlement: Full refund of my money $639.

Business

Response:

Hello, This customer disputed the charge with their credit card. Though she does qualify for a refund, we've been unable to offer one because of the disputed charge. If she drops the dispute an immediate refund can been issued. Otherwise, we intend to not contest the disputed charge and let it go through, which will take place depending on her bank's processing time.Thank you.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. I faxed the bank to cancel the dispute, attached is a copy of the fax. I will also send a response to Sateesh D[redacted] from AptDeco who contacted me through my personal email.

Sincerely,

Review: I purchased a bookcase and bedside table at AptDeco and was really expecting they got delivered as they seem to be nice from the pictures and descriptions. The advertised condition is "Good: Minor blemishes that most people won't notice". But when they are delivered, I was shocked to see the condition!!!There are scratches and cracks all over in the bookcase and it's shaky and very dirty. Besides it was advertised as [redacted]. There is no where to prove this is [redacted]. The bedside table is dirty and it has multiple VISIBLE BIG scratches and the door is broken and can't even be closed. It was advertised as [redacted]. They are basically junks!!! How can I accept them? I called AptDeco and a lady there told me to take a few pictures before they can have the delivery guys took them back. I sent the pictures to show the scratches and cracks. I thought AptDeco would be decent and should not have any problem to give me refund. But the next day I received the email from a "[redacted]" at AptDeco and said he looked at the pictures I sent and the items are as advertised "minor blemishes and most would not notice" and refuse to offer refund. He does not bother to check the returned items in person. But anyone who is not blind would notice the damages!!!He showed ZERO interest to investigate the issue and give me refund for the junks he sells. He simply denied refund.Desired Settlement: I kindly request the refund of $150 I paid for the bookcase and bedside table which are in bad condition.

Business

Response:

Hello,AptDeco helps to facilitate the sale of furniture between buyers and sellers across New York City. Because sellers are also New Yorkers who are generally moving from their homes, we cannot return any item to a seller in all cases. Instead, we allow the return to seller of items that are not as advertised—meaning that the condition, brand, color, dimensions, or other facts related to an item are misstated by the seller. In the rare case that this does happen, a buyer is asked to provide evidence of the discrepancy between a received item and its listed condition. That evidence will then be reviewed impartially versus the seller's listing, along with the information and photographs provided by the team that has delivered the item to the buyer.The process for receiving a return and refund is clearly listed on the AptDeco website. It's important to follow the process closely. As sellers are also our customers, it's essential to treat them fairly and not return a piece of furniture to someone when they have been clear, fair, and honest about its condition.In the case of the item purchased here, the buyer was unable to submit evidence that the items held any difference between their current condition and the condition/brand listed by the seller. In addition, these items were physically reviewed in person by the AptDeco team. We also spoke with [redacted], who confirmed that most of their wood pieces do not contain a tag or marking that has the name of the brand—addressing the primary basis of this customer's complaint. The piece closely matches our experience of the hundreds of [redacted] pieces we have delivered in the past. The pieces held only very minor markings and were in strong condition.For these reasons, we determined that the items could not be fairly returned to the seller based on the buyer's change of heart. However, we understand the buyer has decided she does not want to keep the pieces she received. For this reason, we've offered to store the pieces and resell them on her behalf, so that she can be refunded through the profit of her sale. We've also offered to waive any associated storage or commission fee in accordance with that arrangement.We take seriously the process of item inspection and will always allow for a return if a buyer receives an item from a seller who has been misleading regarding any key factor related to that item. That was not the case in regards to this purchase. For that reason, the item cannot be returned to the seller and the seller has been paid appropriately for her sale. Thank you.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

Hello,I totally REJECT the response made by the Aptdeco. Aptdeco category the two furniture (bedside table and bookcase) as "Good, minor blemish most people would not notice". But there are visible scratches and cracks anyone with eyes would notice. The door of the bedside table is broken and the bookcase is loose and shaky. When they were first delivered, I was shocked to see the condition and pointed out to their delivery guys, who agreed with me. I also talked to Aptdeco before at the time of delivery and pointed out the issue. Aptdeco employees talked to the delivery guys and agree to take the items back immediately. But everything changed on the 2nd day and they started to refuse to give me refund and try to convince me to sell those items. I figure Aptdeco makes money from delivery and they just want to sell the items again and again. From my interaction with Aptdeco employees this is a business with NO integrity and it's a scam, rather than a real business based on the quality goods and services it provides. I searched Aptdeco and found multiple similar complaints on its scamming nature. If you have any questions, please let me know.