CJ's Home Decor & Fireplaces

Review: In late March of 2014, I ordered a Tosh sectional couch from CJ's Home Decor. The shipping stated it will take 6 to 8 weeks for delivery. After the 8th week, I would call the customer service individuals at this store who could not provide me information on when I will receive the couch, stated they couldn't get in touch with vendor, and would rarely call me back with an update.In the beginning of July 2014, I finally cancelled my order because neither the vendor nor the retail store could affirm when I would get the sectional. The customer manager then processed a refund to my closed [redacted] account and never asked me how I wanted the refund. After receiving word from [redacted] several times that the money isn't in my account, I finally went to the bank for official documents. When I called CJ's, the customer manager stated " I don't know what to tell you, we don't have the money". Instead of working on figuring out a bank trace with their bank. I am without couch and without 1890.00.I am never transferred to a manager or the alleged card processor who did the refund. This is poor customer service and they haven't made efforts to satisfy the customer instead of just placing blame on someone else I believe CJ's is just providing poor customer service while punishing me for canceling an order.Desired Settlement: I want a full refund of my 1890.00 Fed-Ex to my house or transferred to my current account as soon as possible.

Business

Response:

As far as Ms. [redacted]'s order for furniture, I can not dispute that the manufacture was unable to provide the product in a reasonable time frame. But she was contacted each time there was a delay. But what brought about this complaint was that when she canceled her order, she was refunded that same day. The next day she thanked us for being so prompt. She then called and wanted to know which card the money was refunded to. Since she placed the order online, we only had the last four numbers. When we told her which card it was, she then says that the card in question was cancelled. However, according to our records, she was given full credit and I was given a transaction number for the refund. She claimed for several days that she didn't get it because that account was closed. Our bank never had the money returned and our credit card processor showed that the money was sent to [redacted]. After many hours and days of our time, I was able to get an ACH Trace number for the refund to [redacted] and then I was given a reference number to be given to the bank. Since we are not the account holder, I sent the information to Ms. [redacted] and told her that she would have to contact her bank with the information. And her bank "found" the money after we did all of the work and provided proof that they had the money all along.

Another complaint was that we didn't ask her how or where she wanted her refund. The rules set out by credit card companies strictly state that we must refund the money back to the credit card used for the sale. When she cancelled her order, she should have told us at that time that the card used was to a closed account and we would have sent her a check that day. It is the customer's responsibility to let us know if credit card or debit card information changes. And since she had waited so long for her item that never made it here, we didn't want her to wait any longer. She cancelled in the morning on July 15th and had her refund by 5:30 PM that same day.

Review: Despite making countless phone calls, and sending multiple e-mails, including detailed photos (with MEASUREMENTS) of our fireplace to insure a correct fit, the doors are too wide. This exact concern- clearance of less than 1/4" on either side- was the subject of a zoomed photo with measurements, as well as a minimum of three lengthy conversations with Kimberley at CJ's. I was assured that my concerns and the photos would be shared with the manufacturer to insure a correct fit. However, despite the steps I took, the doors are too wide, and CJ's refuses to take them back. They actually suggested that I chip away at my fireplace brick! Absurd, and it wouldn't work anyway, even if my husband and I were willing to do this.

I contacted the company via e-mail on 2/20, as soon as we removed the doors from the shipping packaging. No reply. I called on 2/22, and received a "please be patient as we review" e-mail later that day. After some back and forth e-mails with no resolution to my problem, today I asked for instructions to return the door, and was told that "my manager has informed me that they will not accept the door back..."

Please note that I selected "No" with regard to the Active Duty Military question, as I am an active duty spouse, (and not the member), and the bill is under my name.Desired Settlement: We are requesting a refund, to include reimbursement for return shipping.

Business

Response:

First I must say that the manufacturer was given all of the photos that the customer provided as well as all of the measurements that the customer provided. Based on the measurements of the opening and the measurements of the door, it was made correctly. The issue is that the brick overlaps the frame of the metal firebox and did not allow enough room for the frame to fit in the confined space. Numerous measurements should have been provided of the space between the brick facing as she insisted on an overlap door. All of the information that a customer would need to order a door for their fireplace is on our web sites. That particular door is built to overlap 3/8" on all sides but yet the customer's brick facing did not allow that amount of overlap on all sides.The customer was in contact with our customer service rep and they were exchanging emails. She was given instructions on re-packing the door and that we needed a picture of the box when it was ready to be picked up, she was given an RMA# and told when the door would be picked up. Even knowing that the door was going to be picked up and was scheduled, the customer filed a chargeback with the credit card company and we are charged an additional fee. Imagine our surprise to open our email and find that she file a complaint with the Revdex.com but also filed the chargeback - after she was advised that the door was being picked up. I feel that the customer did that out of spite and no other reason. Thank you