We at LaDiff are very sorry that our memory of the sales transaction on July 3rd is different from that of Mr& Mrs*** and for LaDiffWhile not legally required to refund Mr*** for his purchase, based on the agreement he signed, LaDiff will agree to do soWe do ask in return that Mr*** update his reviews on *** and on LaDiff's *** pageWhat *** *** remembers and what the *** remember differ, but we will defer to the *** requestTo the question about the Gold Plan sold on 'clearance' merchandise, Gold Plan does not apply when sold on "AS IS" clearance itemsFor what they purchased, it is fully under warrantyLaDiff will, however, agree to refund the Gold Plan amount if the *** are able to return the gold kit, with registration card intact, at the same time as the pick up of the sofa and chairWe ask that Mr*** contact LaDiff's warehouse manager to schedule a pick up (***)When the furniture and the gold kit are returned in acceptable and resellable condition, and the *** and *** reviews have been updated, Ms*** will issue a credit to the original credit card used by the *** on July 3rd(We do not keep that information on file because of privacy laws; Mr*** will need to provide it to *** once again).LaDiff is sorry that Mrand Mr*** were unhappy with their purchase, especially since they seemed so delighted with their decision on July 3rd when they negotiated a better price.We look forward to hearing from them soon, and we wish them all the best in their future furniture purchases.Thank you,*** ***
*** ***
*** ***
Mr*** shopped at LaDiff on July 3rd, working with *** ***He looked at several different sofas we have in the store, including different Italian made piecesHe and his wife then went over to the Kent sofa & chair by HTLThey liked this piece of furnitureAccording to Ms***,
they did not ask where it was madeOn a previous visit to LaDiff, he did tell another salesperson (*** ***) that he did not wish to purchase anything that had been made in ChinaHe did not profess this desire to Ms*** or she would have moved him away from the Kent piecesMs*** does not recall either of the *** asking where the furniture was made, but she does know that the HTL pieces are produced in ChinaThis is not information that we ever 'hide' from our customersWe make it a practice to be honest about where our products are manufactured Usually all of our sign tags have the country of origin on them; this tag was missing that information as it had been updated to a clearance tag the week before and that line was omitted. Had Mr*** asked outright, Ms*** would have been quite honest and direct with himPerhaps Mr*** assumed that the piece was made in Italy because it was adjacent to another sofa group in the store that is Italian-made? The sofa & chair that Mr*** purchased were on clearance and were priced 'as is' and final saleHe requested an additional discount and was given another 5% offHe also signed off on his sales invoice with LaDiff acknowledging that the items were on clearance and were a final sale purchaseAccording to Ms***, he read over the terms of the invoice very carefully to be sure he knew what he was signing.The individual who spoke to Mr*** originally told that IF we could take it back, he would AT LEAST have to pay a pick up feeI am the buyer for the line and co-owner of LaDiffThe staff contacted me while I was on vacation out of the countryBecause the items were on clearance and were final sale at the time of purchase, there is no requirement for LaDiff to take them back; this is what Mr*** understood at the time of purchaseBecause of his confusion and presumption that the pieces were made in Italy, I authorized a compromiseMr*** could return the items for a store credit with a 25% restocking fee, plus a $pick up feeMr*** knew that he was purchasing final sale items at the time of purchaseWe are allowing him to return those items and reselect something else at LaDiffAt this time, ALL of our sales associates know that Mrand Mrs*** do not want ANY items that are made in China. We are willing to make a further concession: Mr*** may choose to return the items (less the pick up fee) for a store credit in the entire amount or he may return the items less the restocking fee & pick up fee and get a refund on the difference.An attachment of Mr*** sale is included with this response(It accidentally has two copies of page 1). Please refer to the first line under 'FINAL SALE PURCHASES': "All clearance items, whether or not taken, picked up or delivered, are considered final sale at the date and time of purchase and may not be cancelled or returned."We are sorry that Mr*** was confused about his purchase; we hope we can help him reselect a new item for his living room.*** *** *** *** *** *** * *** ** *** *** *** *** *** *** ***
[A default letter is provided here which indicates your acceptance of the business's offer. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: [redacted]After the pickup scheduled on Wednesday 8/5/2015, I will update the [redacted] and [redacted] review for La Diff. And please send the technician to determine if the products are resellable and take those products back. Also we will need a proof written down (or copy of the current condition of the products) for the sofa after checking.
Regards,
[redacted]
Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
No, this reply does not resolve the issue.
LaDiff is correct that my wife and I
shopped at their store on July 3rd.
While they state they make a practice
of being honest about where their products are manufactured, they also state
that the country of origin sign tag was missing from the pieces. The only
information I had to rely on was what Ms. [redacted], our sales person, answered
when we asked where the sofa and chair were made, and her answer was “Italy.”
Yes it is true that I signed off on the
sales invoice after reading it carefully, and after making this purchase based
on the information I was given. Had I been given the correct information, I
would not have made this purchase, so I should not be penalized for this.
After reviewing the invoice again now I
noticed that I was sold a $199.95 protection plan that according to the invoice
says it isn’t applicable on ‘as is clearance’. So either these were not
clearance items, or the sales person sold me a $199.95 plan that I could never
use because it is not applicable on clearance items, which is an unethical
practice.
It seems between selling me this plan and
not remembering specific things that they told me, LaDiff is the one confused
about this transaction, not me. I want to be refunded for my entire purchase
and I will pay the $95 pickup fee as I originally stated I would on the phone
on 7/10/2015. I do not want a store credit to get another item from a store I
cannot trust. Please rectify this immediately with a full refund to the credit
card I used, including the $199.95 protection plan, minus the $95 pickup fee.
Regards,
[redacted]
We at LaDiff are very sorry that our memory of the sales transaction on July 3rd is different from that of Mr& Mrs*** and for LaDiffWhile not legally required to refund Mr*** for his purchase, based on the agreement he signed, LaDiff will agree to do soWe do ask in return that Mr*** update his reviews on *** and on LaDiff's *** pageWhat *** *** remembers and what the *** remember differ, but we will defer to the *** requestTo the question about the Gold Plan sold on 'clearance' merchandise, Gold Plan does not apply when sold on "AS IS" clearance itemsFor what they purchased, it is fully under warrantyLaDiff will, however, agree to refund the Gold Plan amount if the *** are able to return the gold kit, with registration card intact, at the same time as the pick up of the sofa and chairWe ask that Mr*** contact LaDiff's warehouse manager to schedule a pick up (***)When the furniture and the gold kit are returned in acceptable and resellable condition, and the *** and *** reviews have been updated, Ms*** will issue a credit to the original credit card used by the *** on July 3rd(We do not keep that information on file because of privacy laws; Mr*** will need to provide it to *** once again).LaDiff is sorry that Mrand Mr*** were unhappy with their purchase, especially since they seemed so delighted with their decision on July 3rd when they negotiated a better price.We look forward to hearing from them soon, and we wish them all the best in their future furniture purchases.Thank you,*** ***
*** ***
*** ***
Mr*** shopped at LaDiff on July 3rd, working with *** ***He looked at several different sofas we have in the store, including different Italian made piecesHe and his wife then went over to the Kent sofa & chair by HTLThey liked this piece of furnitureAccording to Ms***,
they did not ask where it was madeOn a previous visit to LaDiff, he did tell another salesperson (*** ***) that he did not wish to purchase anything that had been made in ChinaHe did not profess this desire to Ms*** or she would have moved him away from the Kent piecesMs*** does not recall either of the *** asking where the furniture was made, but she does know that the HTL pieces are produced in ChinaThis is not information that we ever 'hide' from our customersWe make it a practice to be honest about where our products are manufactured Usually all of our sign tags have the country of origin on them; this tag was missing that information as it had been updated to a clearance tag the week before and that line was omitted. Had Mr*** asked outright, Ms*** would have been quite honest and direct with himPerhaps Mr*** assumed that the piece was made in Italy because it was adjacent to another sofa group in the store that is Italian-made? The sofa & chair that Mr*** purchased were on clearance and were priced 'as is' and final saleHe requested an additional discount and was given another 5% offHe also signed off on his sales invoice with LaDiff acknowledging that the items were on clearance and were a final sale purchaseAccording to Ms***, he read over the terms of the invoice very carefully to be sure he knew what he was signing.The individual who spoke to Mr*** originally told that IF we could take it back, he would AT LEAST have to pay a pick up feeI am the buyer for the line and co-owner of LaDiffThe staff contacted me while I was on vacation out of the countryBecause the items were on clearance and were final sale at the time of purchase, there is no requirement for LaDiff to take them back; this is what Mr*** understood at the time of purchaseBecause of his confusion and presumption that the pieces were made in Italy, I authorized a compromiseMr*** could return the items for a store credit with a 25% restocking fee, plus a $pick up feeMr*** knew that he was purchasing final sale items at the time of purchaseWe are allowing him to return those items and reselect something else at LaDiffAt this time, ALL of our sales associates know that Mrand Mrs*** do not want ANY items that are made in China. We are willing to make a further concession: Mr*** may choose to return the items (less the pick up fee) for a store credit in the entire amount or he may return the items less the restocking fee & pick up fee and get a refund on the difference.An attachment of Mr*** sale is included with this response(It accidentally has two copies of page 1). Please refer to the first line under 'FINAL SALE PURCHASES': "All clearance items, whether or not taken, picked up or delivered, are considered final sale at the date and time of purchase and may not be cancelled or returned."We are sorry that Mr*** was confused about his purchase; we hope we can help him reselect a new item for his living room.*** *** *** *** *** *** * *** ** *** *** *** *** *** *** ***
[A default letter is provided here which indicates your acceptance of the business's offer. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: [redacted]After the pickup scheduled on Wednesday 8/5/2015, I will update the [redacted] and [redacted] review for La Diff. And please send the technician to determine if the products are resellable and take those products back. Also we will need a proof written down (or copy of the current condition of the products) for the sofa after checking.
Regards,
[redacted]
Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
No, this reply does not resolve the issue.
LaDiff is correct that my wife and I
shopped at their store on July 3rd.
While they state they make a practice
of being honest about where their products are manufactured, they also state
that the country of origin sign tag was missing from the pieces. The only
information I had to rely on was what Ms. [redacted], our sales person, answered
when we asked where the sofa and chair were made, and her answer was “Italy.”
Yes it is true that I signed off on the
sales invoice after reading it carefully, and after making this purchase based
on the information I was given. Had I been given the correct information, I
would not have made this purchase, so I should not be penalized for this.
After reviewing the invoice again now I
noticed that I was sold a $199.95 protection plan that according to the invoice
says it isn’t applicable on ‘as is clearance’. So either these were not
clearance items, or the sales person sold me a $199.95 plan that I could never
use because it is not applicable on clearance items, which is an unethical
practice.
It seems between selling me this plan and
not remembering specific things that they told me, LaDiff is the one confused
about this transaction, not me. I want to be refunded for my entire purchase
and I will pay the $95 pickup fee as I originally stated I would on the phone
on 7/10/2015. I do not want a store credit to get another item from a store I
cannot trust. Please rectify this immediately with a full refund to the credit
card I used, including the $199.95 protection plan, minus the $95 pickup fee.
Regards,
[redacted]