Bibi's Baby and Kids

We have refunded this customer. We worked with customer on several large purchases and orders, room design, décor and furnishings for her girl's rooms. All of which were custom hand built and painted to order items. These items are all made to order in the US and there is a...

lengthy production time frame and white glove delivery shipping time frame. One item in particular, customer wanted a larger size that would fit and look better in one of the bedrooms. We were able to accommodate this request and is considered a customized special order as this is not currently in the line. This particular custom sized and custom made item does take considerably longer amount of time (approx. 16 weeks) to produce as it is totally customized piece. Shipping time is in addition to production time frame estimates. When the item was complete and we were trying to make delivery arrangements with customer, she did not respond. We tried to reach customer for weeks on phone and email and no response. Yes, there was an unexpected error and delay on our end with our order processing of this particular custom item (There was no delay by the manufacturer) and we offered customer compensation and discounts and complimentary white glove delivery and setup for the delay. . We had to take delivery of her custom piece and store it in our warehouse. Customer filed a dispute with her credit card company and refused delivery of the item. We also sent customer a separate refund. We are very sorry for any inconvenience this has caused customer. All of the other furniture items had been delivered and customer was thrilled and very happy with everything else. We have always had prior very pleasant dealings with this customer and apologize for this order.

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. 
The business continues with its lies. Please note that I have email and verbal confirmation from the manufacturer that the piece does not take months to make, but that Bibi's did not place my order when she says she did. Why doesn't Bibi's prove when she placed my order with the manufacturer if she is so insistent that she did nothing wrong? It would resolve the whole issue, but of course she doesn't have a timely placed order. The manufacturer proved that the piece was done within 5 weeks once ordered (4 months after I paid for it) and even then they had to track Bibi's down for payment numerous times. The fact that I was refunded by my credit card is also not true- Bibi's would not answer their calls and would lie that they called a child's phone for them to stop calling her. Bibi's issued me a partial refund, not the entire amount. The other orders I placed with Bibi's took exorbitant amounts of time which leads me to believe that she used the same practice of holding my money for a while before placing the order. Bibi's should show proof of when she placed my order with manufacturer to resolve this issue, and refund me the balance of my payment which she kept.
Regards,
[redacted]

Better...

Business Bureau:
At this time I have received a refund check from the business.  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #[redacted]. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
Regards,
[redacted]

We have contacted the customer and apologized for the error. We showed the order as fulfilled and did not receive prior notification of the complaint. This customer has been refunded in full and apology sent. Thank you!

I'm sorry, but this case is closed. Customer ordered a custom made to order furniture item. It is a final sale it cannot be canceled and there are no refunds.  Customer is aware of the store policies. Customer would not return numerous calls and emails when piece was getting ready to ship. She was offered additional compensation complimentary white glove delivery and setup, up to $500 value for having to wait additional time (time frames are approx only). Customer refused to take delivery of the furniture. Said she no longer wanted it She canceled her order and filed a  dispute with her credit card company. She has already been refunded by her credit card company. As a courtesy, and against our store policy, We also issued her a refund.Customer ordered several other custom pieces. All were delivered and she was very happy. I don't know why she didn't take the tem as she was looking forward to it and would work perfect in the room. She must have purchased something else and then wanted to cancel. I'm sorry for the delay and confusion with the timing. Customer was offered compensation and free white glove delivery. She never returned any calls or emails until months later. This case is now closed.