Boconcept

This customer purchased a bed from us on June 16, 2015, they didn't receive delivery until September 29, Their bed was purchased as a special order meaning the bed was ordered and made specifically for themOur policy states that orders can be cancelled within days of the order
being made and it also states that for returns they can only return it within days of them receiving their order and with a 50% restocking feeWe also offer every customer a one year manufactures warrantyThis customer contacted us on July 5, saying their bed slats were damaged and they were disappointed with the quality of the bed and that they want a refund on their purchaseWe told the customer that because its been such a long time we can no longer offer them a refund on their bed but that we can replace their bed slatsThis customer disagreed and said they want a refund, we once again told them we cannot offer them a refund and we asked him for his availability to replace his bed slats, we sent that email on July 20th, and we never heard back from him until now that we received this notice from you

I am rejecting this response because:Unfortunately I cannot accept the response from BoConcept, in which my refund request is rejected.  I would like to include a few details that are relevant to the complaint and was not noted by the seller.  First, when we placed the order in June 2015, we received verbal promise from the store manager that the bed could be returned within one year.  We felt we had a good relationship with the store manager and trusted his words and did not expect a company as large as BoConcept to have bad quality product nor would it treat its customers badly.  Unfortunately we have to find the hard truth now when a problem does arise.  Second, our order was for a white leather color (light grey salto color Mezzo bed), which is still shown on the main page of this bed model (link provided).  It is really not much customization but based on BoConcept's definition, virtually every order would be a custom order.  Third, based on the size of this company and the high price tag (over $4000), we are expecting a good quality bed.  We have barely used this bed for less than 6 months (we didn't buy the mattress until Jan 2016), and the way the bed failed showed a fundamental quality problem.  Even after the bed slat is repaired, we have no confidence that it would hold up under normal usage for a reasonable amount of time.  In comparison, a much cheaper bed from Ikea has worked well for us for the last 5 years with no sign of problem.Based on the above, we believe we have been misled into purchasing an expensive bed with questionable quality, and we continue to ask for a full refund of the purchase.  I hope the business would focus on improving its design and manufacturing quality, instead of hiding from its customer with Terms and Conditions.  Mezzo bed main page showing light grey salto color as product example:http://www.boconcept.com/en-us/furniture/sleeping/beds/24992/mezzo-bed--...⇄ /> I would like to include a few details that are relevant to the complaint and was not noted from the seller.  First, when we placed the order in June 2015, we received verbal promise from the store manager that the bed could be returned within one year.  We felt we had a good relationship with the store manager and trusted his words and did not expect a company as large as BoConcept to have bad quality product nor would it treat its customers badly.  Unfortunately we have to find the hard truth now when a problem does arise.  Second, our order was asking for a white leather color (light grey salto color Mezzo bed), which is still shown on the main page of this bed model (link provided).  It is really not much customization but based on BoConcept's definition, virtually every order would be a custom order.  Third, based on the size of this company and the high price tag (over $4000), we are expecting a good quality bed.  We have barely used this bed for less than 6 months (we didn't buy the mattress until Jan 2016), and the way the bed failed showed a fundamental quality problem.  Even after the bed slat is repaired, we have no confidence that it would hold up under normal usage for a reasonable amount of time.  In comparison, a much cheaper bed from Ikea has worked well for us for the last 5 years with no sign of problem.Based on the above, we believe we have been misled into purchasing an expensive bed with questionable quality, and we continue to ask for a full refund of the purchase.  I hope the business would focus on improving its design and manufacturing quality, instead of hiding from its customer with Terms and Conditions.  Mezzo bed main page:http://www.boconcept.com/en-us/furniture/sleeping/beds/24992/mezzo-bed--exc...⇄