DCG Stores

Complaint: ***
I am rejecting this response because: The package arrived damaged and was aclnowledged by the driver We then told Dcg about the issue and damage and they told us to send the claim number to fedexWe did not have a claim number at that point so our next step was to file a claim At this point we purchased a product from dcg for that arrived damaged How are we the one being left to deal with this? FedEx offered a partial refund as the product is still usable which is completely absurd as when you pay that much for a piece if furnture it should arrive as brand newI have several emails to both dcg and fedex with ZERO help or resolution from dcg I can attach all of the correspondence from my end if need be I did nothing wrong execept for receieve a damaged product from dcg Their lack of communication and not providing any type of resolution for this is beyond me That company is a piece of ***They don't answer calls and have zero respect for the consumer. Complaint: ***I am rejecting this response because: The package arrived damaged and was aclnowledged by the driver We then told Dcg about the issue and damage and they told us to send the claim number to fedexWe did not have a claim number at that point so our next step was to file a claim At this point we purchased a product from dcg for that arrived damaged How are we the one being left to deal with this? FedEx offered a partial refund as the product is still usable which is completely absurd as when you pay that much for a piece if furnture it should arrive as brand newI have several emails to both dcg and fedex with ZERO help or resolution from dcg I can attach all of the correspondence from my end if need be I did nothing wrong execept for receieve a damaged product from dcg Their lack of communication and not providing any type of resolution for this is beyond me That company is a piece of stThey don't answer calls and have zero respect for the consumer. Sincerely,Joeyj Cash
Sincerely,
Joey cash

Final Consumer Response /* (2000, 6, 2015/04/23) */
I received the desk on Sat4/from DCG, however the company must have expedited the delivery to receive it in three daysSince I needed it for a family celebration on SunI decided to accept it and will return the scheduled delivery from
Wayfair, due this WED4/Wayfair has been extremely understanding of my situation and the return is not a problemHowever, I do feel that my order was manipulated by DCG in some way because of the change in the order number and that DCG was not completely honest in their responses or acted in a timely manner to keep me informed of the delivery date

Customer took possession and signed for the shipmentThe customer, before contacting DCG Stores, took the liberty to file a claim with the carrierOnce the customer opened the claim with the carrier, they legally took over ownership and responsibility of the product, releasing DCG Stores of any
ownership of the product and eliminating any recourse we had with the carrier.At this time the customer customer must take the matter up with the carrier

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Sincerely, [redacted]

Initial Business Response /* (1000, 7, 2015/04/24) */
The customer's order shipped on the 7th business day. However, the customer did not want the shipment. The goods were return and customer issued a full refund.
Initial Consumer Rebuttal /* (2000, 9, 2015/04/27) */
(The consumer indicated...

he/she ACCEPTED the response from the business.)
DCG credited back to my credit card and took the shipment back. However, the item did not ship on the 7th business day because I was asking about its whereabouts first on the 10th day. This all started because their male customer rep, who is also the voice of their voicemail, was unresponsive and nonchalant on the calls. He did not seem or care to realize that with an internet company, all customers have to go on is how the rep comes across when we first deal with an issue with the company. And our interaction is what we tell to others. The person who emailed responses understood that and was responsive.Thanks Revdex.com and DCG for resolving this.

Initial Business Response /* (1000, 5, 2015/12/21) */
Inventory changes on a constant basis.
Customer has not yet been charged for the order as credit cards are charged upon confirmation of shipment. The order shows as cancelled in our system.
Customer is welcomed to purchase another desk....

However, customer will be responsible for any additional fees for expedited shipping services.
Initial Consumer Rebuttal /* (3000, 7, 2015/12/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not feel I have been treated in a respectful way in this transaction. I do not accept the statement that inventory changes because I called and explained to the woman that they were higher prices than other stores and I was only interested in the item from them if they could guarantee it was in stock and she did. It was not until after my assured delivery date that I was told it was back ordered. It is now three weeks later canceled because I found another solution, but absolutely no communication took place to try and resolve my issue. I do not believe this company has good ethics when it comes to human interactions.
Complaint Response Date bumped because: Holiday

Initial Business Response /* (1000, 5, 2015/09/04) */
As everyone's personal tastes, budget, and needs are different, DCG Stores' protocol is to provide product information to consumers, ultimately leaving the purchase decision to the customer. DCG Stores offers a wide range of mattresses (e.g....

thickness, firmness, material, pricing, etc.). The customer chose to purchase one of the least inexpensive and thinnest mattress we offer.
The issue has already been resolved with the customer on 8/28/2015.
Initial Consumer Rebuttal /* (3000, 7, 2015/09/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept the response from the company for the following reasons:
1) I was told to buy a incorrect mattress, I did not choose to buy a inexpensive one, cost was not a issue quality was.
2) This is a health violation as this mattress STINKS like gasoline !!!
3) The rudeness of the company in response to my matter. They hung up on the phone on my elder mother, which is UNACCEPTABLE.
I would like the following as a MIDDLE GROUND resolution. I would like the my remainder of $25.62 refunded for the mattress along with $35. $35 will cost me to dispose of a mattress that I DO NOT NEED !! So my middle ground resolution is a refund of $60.62. Now I can also add a harassment amount but I will not do so. I can also file fraud charges but I will not. I just want refunded what is do to me. So I feel $60.62 is a fair "MIDDLE GROUND" solution.I have spent numerous hours working on this issue and I feel I should be compensated $200 for my time. So I feel $260.62 is a fair compensation.
[redacted]
[redacted] Way
[redacted] XXXXX
XXX-XXX-XXXX

The customer's credit was processed per policy.
 
The return policy can be found at:
[redacted]
"Some of our products are offered with free shipping, so please be aware that if you return one of these products our actual outbound shipping costs will be deducted...

from your return refund."

We deem this matter closed as the return was performed as policy.

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Sincerely, [redacted]

Complaint: [redacted]I am rejecting this response...

because:bad customer service and business practices and was not handled correctly. A full refund should have been awarded and judging by the many complaints on here regarding this company it is a routine problem of unsatisfactory business practices. I'll take the loss of money definitely as a lesson and be sure to give them poor ratings. Sincerely,[redacted]

According the return tracking the signed recipient (*** is not a staff member at the location. However, as a service we will issue credit under standard policy.

Initial Business Response /* (1000, 5, 2015/06/17) */
Spoke with the customer. Pick up has been scheduled with a specialized service and requires time for carrier scheduling. Shipment is not a typical FEDEX or UPS shipment.
Tracking XXXXXXX via Non-stop
Initial Consumer Rebuttal /* (3000, 7,...

2015/06/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I had a person named [redacted] at Ext [redacted] call me from DCG on the 17th of June. She said they were going to use a different carrier and gave me a tracking #. It is now the 22nd and the shipment still does not show going out. I called [redacted] 4 times today and she would not return my call. I got an email from her instead saying (yet again) that she was on hold with the shipping company and she would call me as soon as she found out something. She never returned my calls nor did she call me after she supposedly was on hold with the shipping company. There has to be some recourse for this kind of deception from a business. I have done a lot of shopping and buying on line and never in my life have I encountered such lack of ethics in a company. If I can't get resolution here I will go to an attorney. They have taken my money and no sign of furniture. What is going to be done about this?
Final Consumer Response /* (2000, 11, 2015/07/13) */

We are currently working with the customer to resolve her complaint.
The product is not made of Maple, but rather maple in color. It is advertised as "Manufactured from durable laminated eco-friendly composite wood."
As a service, return labels will be sent to the customer and once the goods are...

received back, we can issue her credit.

This order has been cancelled. Customer was not charged and therefore no credit needs to be issued.

Our records indicates that the bed has shipped and is scheduled to arrive to the final delivery hub tomorrow. Once it arrives, it takes ~24-48 hours to scheduled the final delivery.

Customer returned the order as a change of mind (bought by mistake).
Customer was credited per published return policy. Returns are the responsibility of the consumer. All carriers have different rates and we do not control any carrier's pricing.

Complaint: [redacted]I am rejecting this response because: I finally received a tracking number, stating that my shipment...

shipped on 4/21/2017. I am daily checking this tracking number and it continues to say "enroute." As of today, May 3, shipping date now states ship date of 4/27/17 and states that on 5/2/17 it was still "enroute." There is no more info regarding this. No one from DCG has returned my phone call. Sincerely,[redacted]