Chairish Inc.

Complaint: ***
I am rejecting this response because: As I know you are aware, the seller was very specific about no tears or scratches The photos included with the listing do not show the very large (the size of a quarter) scratch on the left front of the seat cushion of one of the chairs that I was greeted by on the moving truck In fact, I believe that the two chairs shown in the listing photo are really a Photoshopped image using one of the chairs These chairs were grossly misrepresented by the seller and therefore I am not liable for the round-trip shipping.I demand a refund of the round-trip shipping costs
Sincerely,
*** ***

We spoke to the customer and have resolved this issueWe sent the note below and the customer has decided to return the bed for a full refundThank you. Hi ***,We are reaching out to the seller for informationWe do hold all seller payments pending confirmation that each item has been
received in good orderIn this case we have not issued payment to the seller and were simply attempting to find a fair resolution for all involvedTo protect our users against misrepresentation and do require that our sellers pay for outbound and return shipping if something has been clearly misrepresentedIn this case, if you'd prefer, we'll go ahead and process a return to the sellerThanks again and we apologize for any frustrationTeam Chairish

Hi there, We apologize for any frustrationWe did review the photos that were sent and they do appear to match the listing on ChairishEverything we sell is preowned and has wear consistent with age and history The condition is provided by the seller and is intended to provide some
guidance in addition to the description and photosWhile the condition of any pre-owned item is subjective we do ask our sellers to be very thorough in their descriptions and photos so that there are no surprises In addition, we're always willing to ask a seller for more detail in advance of sale if anything is unclearUnfortunately after an item has been purchased and shipped we cannot return an item without requiring that the buyer pay for outbound and return shippingThank you again

Initial Business Response /* (1000, 5, 2016/02/17) */
Thank you for your follow up. We do our best to resolve all customer concerns as fairly as possible.
At Chairish everything we sell is preowned and has wear consistent with age and history. The condition of everything we sell is provided...

by the seller and is intended to provide some guidance in addition to the description and photos. While the condition of any pre-owned item is subjective we do ask our sellers to be very thorough in their descriptions and photos so that there are no surprises. In addition, we're always willing to ask a seller for more detail in advance of sale if anything is unclear. Given the high cost of shipping we do require the customer to pay for outbound and return shipping costs if they decide to return a purchase. Not doing so would leave every sale open for debate and would not be sustainable as a business.
In this case the customer decided that she was not happy with her purchase and asked us to process a return. The customer felt that the item was misrepresented by the seller. The photos the customer sent did show wear but nothing the customer shared with us was inconsistent with the listing or with an original bar cart from the mid 20th century.
We did acknowledged her concerns and offered to process a return, noting that they would be responsible for shipping out and back.
We ultimately agreed to process a return and absorb the shipping ($700+) to resolve the issue for the customer but we did nothing that we feel was inappropriate or inconsistent with our stated policy. This has been resolved with the customer and we would appreciate if the complaint is removed from our record. Please let us know. Thank you.
[redacted]
From our Shipping and returns policy: "Buyers have 48 hours after delivery to inspect their item and email [redacted] to initiate a return of an item. The buyer pays for outbound and return shipping unless Chairish finds that the item was damaged in transportation or determines the listing was inaccurate, misleading, or misrepresented the item."
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Initial Consumer Rebuttal /* (2000, 7, 2016/02/22) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Matter has been resolved. However, I will not use this service nor would I recommend anyone I know to use this service in the future. Just a horrible experience.

We apologize again for the inconvenience and frustration this has caused. While this does not happen often, from time-to-time these much-loved items move faster than our sellers can keep up. In both cases these items were sold elsewhere before being removed from Chairish. When these situations...

occur, we work closely with our sellers to ensure that all steps have been taken to ensure inventory is current and accurate. Thank you again. Team Chairish

We do have a return policy that we feel is very fair and allow the return of any item as long as the buyer pays for shipping out and back. Everything we sell is preowned and has wear consistent with age and history.  The condition is provided by the seller and is intended to provide some...

guidance in addition to the description and photos. While the condition of any pre-owned item is subjective we do ask our sellers to be very thorough in their descriptions and photos so that there are no surprises.   In addition, we're always willing to ask a seller for more detail in advance of sale if anything is unclear. Unfortunately after an item has been purchased and shipped we cannot return an item without requiring that the buyer pay for outbound and return shipping. 
In this case there here was nothing visually misrepresented but the buyer is stating that the item is cheap and not made of solid wood. The table is much lighter (weight) than he expected. We did explain to the customer that they would need to pay for shipping out and back if they decided to return the table. After quite a bit of back and forth we have agreed to process a return and refund the buyer in full. The issue should now be resolved. Thank you.