AtHomeMart.com

Initial Business Response / [redacted] (1000, 5, 2016/01/06) */ Contact Name and Title: [redacted] Contact Phone: XXX-XXX-XXXX The customer was advised at the beginning about the curbside deliveryThe carrier didn't deliver late at the time of deliveryWe cannot bring the item from curb to inside the houseThis was stated clearly on our policy, emails we sent to the customer, as well as verbal conversation when confirm the shipment over the phoneThese are our standard policy prior to ship out the product and the customer well aware the curbside delivery policyThe shipment was also successfully delivered to the customer with customer's signature on file (ATTACHED DELIVERY RECEIPT VIA EMAIL) [redacted] FREIGHT; PRO# XXXXXXXXXXX Please return back to our warehouse follow the below RMA and we will issue the refund less 20% restocking fees and shipping cost both ways on this orderOrder#: XXX-XXXXXXX-XXXXXXX Item: Norah Sofa Reason: Returns and Refunds Details: The delivery person refused to bring the item indoors; it was far too heavy for the customer herself to take in and the area was rainingAs a result, the driver is returning the item to the original point of originThe customer would like a refund as soon as possiblePlease research the issue and contact the customerRMA: You may return an un-assembled and un-used product with original parts, hardware, instruction manual, and packagingYour RMA # is RETURN-107-8644940-(Please put the number and reason for return on the outside of the carton or as reference on shipping label) You are responsible for arranging the shipment back to ATHOMEMART [redacted] S [redacted] Ave Ontario, CA, XXXXX USA Please insure the package from damage in transit and also keep the return tracking number as a proof of returnA 20% restocking fee will be applied and original shipping cost is nonrefundableTo expedite the refund, please kindly email us the tracking number and carrier information so we can keep track of and refund the order in a timely mannerYour Original shipping cost is non-refundable ATHOMEMART

Initial Business Response /* (1000, 5, 2016/01/08) */
The customer couldn't assemble the productPrior to ship every products outThe customer wasn't able to put the item together wasn't our falseThis was not related to defective or damage and we cannot provide the shipping label or prepaid
pick upIf the product defect or damage, we can replace that particular parts; however unable to put item together wasn't a caseThe customer will need to ship back the item follow the instruction below
You may return an un-assembled and un-used product with original parts, hardware, instruction manual, and packaging
Your RMA # is RETURN-XXX-XXXXXXX-XXXXXXX
(Please put the number and reason for return on the outside of the carton or as reference on shipping label)
You are responsible for arranging the shipment back to
ATHOMEMART
*** S*** Ave
*** CA, XXXXX USA
Please insure the package from damage in transit and also keep the return tracking number as a proof of returnA 20% restocking fee will be applied and original shipping cost is nonrefundable
To expedite the refund, please kindly email us the tracking number and carrier information so we can keep track of and refund the order in a timely manner
Your Original shipping cost is non-refundable
Initial Consumer Rebuttal /* (3000, 7, 2016/01/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not except this responseThe product could not be assembled because it is defective, holes drilled incorrectly or wrong pieces providedI had a friend who is a master carpenter try to assemble the product and could notThat is a total of hours between myself and him trying to assemble this sofaEven if the back and side pieces could be assembled, the cushions provided do not cover the seating area, and to make matters worse they are much thinner then picturedThere are large gaps where the cushions will not cover the baseThis is not how the sofa appears on Amazon or in the insstructions, which is fraudWhy should I be responsible to pay $550+ to ship back a defect product, when I am already out $and don't trust this company to issue a refund once they do recieve it and realize that it is defective or say that it is not and issue me a fraction of what was paidThey have made no attempt to rectify this situation, besides offering to sell it to me at a "discounted price" this indicated to me that they realized that there was a problemBut why would I pay any amount for a defective unusable sofaHow does a company get away with charging $for a defective product and make no restituition? This company has a precedence of bad business practicesI should have done more research prior to purchasing, because there are many "bad business practice" complaints on Amazon as well as, complaints to the Revdex.comThe ethical resolution would be for AtHomeMart to pay return shipping and issue a refundWhy should the customer have to pay anything for a product that is defective and misrepresentedA very expensive lesson learned, as stated in my orginal complaint now I am stuck with large boxes of trashI could not, with a clear conscience, try to sell it, it is completly unusable :(
Final Business Response /* (4000, 9, 2016/01/12) */
You may return an un-assembled and un-used product with original parts, hardware, instruction manual, and packaging
Your RMA # is RETURN-XXX-XXXXXXX-XXXXXXX
(Please put the number and reason for return on the outside of the carton or as reference on shipping label)
You are responsible for arranging the shipment back to
ATHOMEMART
*** S*** Ave
Ontario, CA, XXXXX USA
Please insure the package from damage in transit and also keep the return tracking number as a proof of returnA 20% restocking fee will be applied and original shipping cost is nonrefundable
To expedite the refund, please kindly email us the tracking number and carrier information so we can keep track of and refund the order in a timely manner
Your Original shipping cost is non-refundable

Initial Business Response /* (1000, 5, 2016/05/23) */
Contact Name and Title: *** K CS Lead
Contact Phone: XXXXXXXXXX
Contact Email: **@athomemart.com
Customer wanted to return due to not liking the product not because the item was different from the listing(Item listing:
http://www.amazon.com/gp/product/B00NNKBS6E)
Per the customer via email:
"I did not know that I had to put the set togetherI thought it will come already for me to sit on itI will not recommend furniture to anyoneIt was not niceI could have bought it from IKEA" &
"You need to get these two big boxes out of my houseThey are cheap, ugly, too difficult to built and the bonded leather is plasticHow dare you put that on AmazonI want a refund and the item picked up."
We advised the customer due to the dissatisfaction we can offer a discount to keep to make her happy, she declinedWe sent her the RMA to return but advised the restocking fee and shipping fees would be deducted from her refund due to there being no damage defect to the item she purchasedWe sent the correct item listed on our Amazon listing
Copy of the email we sent the customer for return alson with return Bill of Lading atatched:
To *** ***:
Good afternoon,
I have attached the return shipping BOL/ labelsYou will need to print two copies one to be attached to each returning boxI unfortunately am unable to arrange the pifor you, it has to be done by youBelow is the carrier's information:
Carrier: *** Express Customer Service 951/Tracking ID: RTNXXX-XXXXXXX-XXXXXXX
You are responsible for the 20% restocking fee ($142.39), original shipping cost ($199.00) and return shipping cost ($189.00)
If you have any further questions or concerns please give us a call (XXX-XXX-XXXX) or send us an emailI would be more than happy to assist you
Thank you & have a great day,
AtHomeMart Returns Department
We have worked with the customer trying to resolve issues, customer is just not happy with the resolutionIf the item were damaged or defective we would do return free of charge, she had already confirmed that neither aplly to the item she is just in dislike of the item

Initial Business Response /* (1000, 5, 2015/04/15) */
We delivered the brand new sofa to the customer and nothing wrong with it at the time of the customer received. We only have 30 days return/ exchange warranty after the purchased date. The defective or damage after used is something that out...

of our warranty and we couldn't responsible for that.
The customer also signed delivery receipt that she received the product in perfect condition therefore we cannot responsible for anything after 4 months use.
Initial Consumer Rebuttal /* (3000, 7, 2015/04/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I called the manufacturer as you stated and I was informed that they do not deal with the public. The sofa came to me in boxes. I signed that it was delivered. After putting it together and a part falling apart after just a few months is not acceptable. It is a cheap sofa.The right thing to do would be to exchange the sofa and try and help your customer. Not to pond her off to the manufacturer and state "not my problem" after 30 days.
Final Business Response /* (4000, 9, 2015/04/16) */
Our policy stated clearly that we only responsible for 30 days after the purchase date. We do recommend the customer to buy extended warranty to cover the furniture after used. The customer signed received product in good condition and we cannot proof if the damaged/ defective happen after normal used or not. You will need to contact the manufacturer for your circumstance.

Initial Business Response /* (1000, 5, 2016/01/06) */
Contact Name and Title: [redacted]
Contact Phone: XXX-XXX-XXXX
The customer was advised at the beginning about the curbside delivery. The carrier didn't deliver late at the time of delivery. We cannot bring the item from curb to inside...

the house. This was stated clearly on our policy, emails we sent to the customer, as well as verbal conversation when confirm the shipment over the phone. These are our standard policy prior to ship out the product and the customer well aware the curbside delivery policy. The shipment was also successfully delivered to the customer with customer's signature on file (ATTACHED DELIVERY RECEIPT VIA EMAIL) [redacted] FREIGHT; PRO# XXXXXXXXXXX Please return back to our warehouse follow the below RMA and we will issue the refund less 20% restocking fees and shipping cost both ways on this order. Order#: XXX-XXXXXXX-XXXXXXX Item: Norah Sofa Reason: Returns and Refunds Details: The delivery person refused to bring the item indoors; it was far too heavy for the customer herself to take in and the area was raining. As a result, the driver is returning the item to the original point of origin. The customer would like a refund as soon as possible. Please research the issue and contact the customer. RMA: You may return an un-assembled and un-used product with original parts, hardware, instruction manual, and packaging. Your RMA # is RETURN-107-8644940-8734661 (Please put the number and reason for return on the outside of the carton or as reference on shipping label) You are responsible for arranging the shipment back to ATHOMEMART [redacted] S. [redacted] Ave Ontario, CA, XXXXX USA Please insure the package from damage in transit and also keep the return tracking number as a proof of return. A 20% restocking fee will be applied and original shipping cost is nonrefundable. To expedite the refund, please kindly email us the tracking number and carrier information so we can keep track of and refund the order in a timely manner. Your Original shipping cost is non-refundable ATHOMEMART

Initial Business Response /* (1000, 5, 2015/07/02) */
AMAZON order id# XXX-XXXXXXX-XXXXXXX SHIPPED DATE 5/28/15 CARRIER: UPS FREIGHT TRACKING# XXXXXXXXX RETURN REASON: THE CUSTOMER REFUSED AFTER SHIPPED OUT. We issued appropriated refund in the amount of $ 753.39 The customer confirmed the address...

and acknowledge our shipping term and condition in writing on May 27th. We shipped the order accordingly on May 28th with UPS freight. The customer emailed and contacted us back on May 31st (see email history for proof of contact.) The customer stated that he recently has bad experience with amazon for other orders therefore he decided to cancel all orders he placed at this time. The customer refused the product during transit and we cannot waive any fees since it's not our mistake. We advised the customer that we have shipped the item according to his approval. There will be restocking fees 20% and non refundable shipping cost both ways if he refused shipment. The customer contacted UPS freight and scheduled delivery appointment on 6/5/15 between 3:00 P.M. - 8:00 P.M. and then cancelled/ refused shipment with the carrier. We attached all of freight charged by UPS with this email. 20% restocking fees $299.80 TRACKING# XXXXXXXXX OUTBOUND $190.98 (INVOICE ATTACHED.) TRACKING# XXXXXXXXX INBOUND $254.83 (INVOICE ATTACHED.) I also attached the letter of authorization from UPS notifying us that this customer refused shipment. We issued the appropriated amount according to our shipping term and condition to the customer. We are very sorry that we cannot issue any further refund on this case because the customer refused shipment after we shipped out. We fulfilled this order completely according to order received from amazon and approved to ship from the customer. We have done our best to serve on this order; however the customer refused on his own choice and we cannot waive anything that the manufacturer and carrier charged per our advise to the customer earlier. The customer filed a A to Z claim with AMAZON and after review AMAZON has found that we were not at fault for this issue and the amount refunded was sufficient with the documentation provided the Buyer claim denied by AMAZON on Friday, June 26, 2015, Amazon investigator resolved this claim on Saturday, June 27, 2015. When the customer did not get the response from AMAZON that they wanted they went ahead and filed this Revdex.com complaint.
Thank you,
ATHOMEMART
Initial Consumer Rebuttal /* (3000, 7, 2015/07/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
What the seller has stated is untrue. I communicated with UPS to give the seller another chance to deliver, my e-mail with UPS is as follows:
(This was the last e-mail sent from UPS which clearly stated that I would not be able to inspect per at homes instructions. As you can see by the date, I gave them a second chance to made good on their promise.)
[redacted]@ups.com
Jun 8
to me
I do understand but we are only allowed to let you inspect the out side of the box or boxes im sorry also.
From: [redacted] mailto:[redacted]@gmail.com
Sent: Friday, June 05, 2015 5:44 PM
To: [redacted]
Subject: Re: Order delivery inquiry from Amazon customer [redacted] (Order: XXX-XXXXXXX-XXXXXXX)
[redacted],
That works. Also a little warning. We have been in a bit of a battle with the seller. We are going to have to inspect the item before we can accept. And we may end up returning. Apologies in advance if this is an issue.
VR,
[redacted]
On Fri, Jun 5, 2015 at 4:58 PM, wrote:
We are going to have to set this up for Wednesday because I can not guaranteed a call before delivery so I set this up for 06-10-15 @XXXX-XXXX
From: [redacted] mailto:[redacted]@gmail.com
Sent: Friday, June 05, XXXX X:XX PM
To: [redacted]
Subject: Fwd: Order delivery inquiry from Amazon customer [redacted] (Order: XXX-XXXXXXX-XXXXXXX)
[redacted],
With a little warning I can be at the house in 15 mins. Any chance they can call me before they arrive? Otherwise I have to leave work to meet the shipment. Either that or its Wednesday before we can accept delivery.
VR,
[redacted]
Forwarded message
From: AtHomeMart - Amazon Marketplace
Date: Fri, Jun 5, 2015 at 2:29 PM
Subject: Re: Order delivery inquiry from Amazon customer [redacted] (Order: XXX-XXXXXXX-XXXXXXX)
To: [redacted]
This shipped out via UPS Freight they have attempted to get a hold of you to make a delivery appt. you may contact them at XXX-XXX-XXXX option #2 PRO #XXXXXXXXX. please see the below screen shot from UPS Freight or click on it.
AS you can see I made every attempt for the seller to make good on the inspection policy outlined in the original e-mail.
As I was unable to inspect I returned the item as instructed in the first email:
This is Watson from Athomemart. We will ship out your order via Freight LTL Trucking Company. We need to verify your ship to address, get an alternate phone number (If one is necessary) and inform you of the delivery process for freight companies. Your shipment will be delivered at the curbside of the front of the home by appointment. Appointments are made by the freight company when the freight arrives to their terminal. The time slots are normally for Monday-Friday 9:00am-5.00pm (With a 2-4 hr delivery window). We also need to confirm that your street is accessible by a Semi truck (16-18 wheeler: 48-53 foot truck). A truck smaller than above sizes may not be available through the freight division of all trucking companies. If you need a smaller trailer or truck sent out please inform us so we can check with your delivery terminal to see if they offer a smaller size trailer or truck. Over sized items and shipments heavier than 70 pounds must be shipped through freight division only. Once you confirm your information we will process the order in our California warehouse, processing time is 2-3 business days to allow for quality control inspection, double packaging and to schedule pickup. Transit time AFTER INSPECTION takes 3-9 business days, depending on the distance between our California distribution center and your ship to address. You will receive a phone call when the freight arrives to the destination terminal to make an appointment for delivery. The delivery date may exceed the expected delivery date from AMAZON because LTL freight companies take longer in transit. With LTL shipments the items are transported on freight trucks. The estimated delivery date from AMAZON is for smaller item shipments only. AtHomeMart will not be responsible for any delay due to severe weather and road condition. Please reply to this email indicating that you understand the delivery terms and that your order is okay to ship. Once confirmed, we can submit the shipping paperwork to the warehouse. If you wish to cancel the order please email us back including date, time and contact telephone number so we may contact you regarding the cancellation. If the order has been pulled or received from the manufacturer already it can be subject to a 10% restocking fee. [redacted]please keep the original packaging until you're 100% sure you will not need to ship the item back to us for any reason, the shipping company cannot provide new boxes or pack the item (items) for you. Returns cannot be accepted without original packaging[redacted] If you have questions please reply to this email us or call us at (XXX) XXX-XXXX Thanks, Watson A Customer Service AtHomeMart Tel: (XXX) XXX-XXXX
Two main items I need addressed: "If the order has been pulled or received from the manufacturer already it can be subject to a 10% restocking fee."
and
on May 28th I received a confirmation e-mail which stated:
"If the driver is refusing to wait for you to inspect the item then do not sign the delivery receipt because when you are signing the delivery receipt and there is no note of any damage to the shipment then the freight company considers that your shipment has been received in acceptable condition and may refuse to grant a damage claim and if in the future you discover any damage, you will be responsible to pay for replacement parts, shipping fees, and restocking fee if you need to return the item. At the least, have the driver wait for you to inspect the packaging for damage."
** As UPS did not allow for the inspection I was within my rights not to accept per At Home Mart's instructions. **
The actual return was communicated to UPS with a copy to the seller informing them of my final decision. I had given the seller every opportunity to make good on their promise in the initial e-mail that I responded and confirmed was to my satisfaction, it was only after they shipped the item that the arrangements changed. I have also worked with Amazon to see if we can come to an arrangement which meets the statements in their e-mail and Amazon has left this responsibility to the seller to fulfill.

Initial Business Response /* (1000, 5, 2015/05/21) */
Contact Name and Title: [redacted]
Contact Phone: XXX-XXX-XXXX
Contact Email: **@MINTRACOMPANY.COM
Amazon.com matched our single sofa product page with other vendor that offer 3 pcs set. There was other couple vendors selling over $3000...

and we at $800 due to amazon.com program error. It wasn't our false and it is something that have done automatically by amazon internal program. We received the order and found this situation. We urgently contacted the customer and explained to her. We are willing to give her the best discount we can. However we cannot sell the $3000 value set for $800.
Initial Consumer Rebuttal /* (3000, 7, 2015/05/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have issues with the response from the company. First, Amazon states the company has direct access to set/fix their price. Amazon clearly stated to me that this is the company's responsibility that the advertised price was $899. 2. They did not "urgently" get a hold of me. I was called 4 days after the completion of the order and was only told that the price was wrong. I was never offered an alternative price. When I told them I was promised the 3 pc set for $899.00 I was then told someone would contact me within 1 business day, and 1 hour later my order was cancelled by the company and they had not called me to explain. The only reason I called them is because I got an alert from Amazon that they cancelled my order 3. There was not another vendor listed on Amazon with an advertised price of $899.00 If there is another vendor offering a 3 pc set for $899.00 I have not seen this and would be curious to know what vendor that is? 4. The price I paid was $1083 ($899.00 plus shipping and handling). I do not think this is an unreasonable price for a 3 pc set. 5 I disagree with the statement "we cannot sell the $3000 value set for $800". They should honor their advertised price of $899.00 plus the shipping and handling quoted. They can, but they are stating they won't. That is unfair and unethical to withhold the product from me for the price I paid because of their mistake. 6. obviously this company is disorganized...he is not even quoting the correct price. He is stating I paid 800.00...when I am saying I paid more than that... I have the proof of what I paid.
Final Business Response /* (4000, 9, 2015/05/22) */
In response to the second above statement the customer placed the order on May 16th (Saturday) which is a non-business day, we did not return back in to the office until Monday (May 18th). On Wednesday May 20th the customer was called in the early AM to go over the mix up with the Amazon order. The price had since been corrected at this point. We did attempt to offer the customer a new price but they were unwilling to hear about it, at this point they were connected to the manager who then attempted to again go over new pricing, the customer was still set on the price of $899(+Shipping). We attempted to work with this customer to everyone's satisfaction but unfortunately were unable to come to agreeing terms with the price of $899. We did inform the customer that the order would have to be canceled and they would be given a full refund. At the time & still now there are other vendors listed on Amazon selling the same products at the correct price (link listed below our response) however the customer did not agree to look since it was not at the price of &899 (which is just the sofa alone price). We let the customer know if they were interested in buying the product at the correct price to contact us direct and we can see how to work with them.
http://www.amazon.com/gp/offer-listing/B000S1I1JI/ref=dp_olp_new?ie=UTF8&con...⇄