Design Furnishings, Inc.

The merchandise is outside of the warranty period. The standard warranty from the manufacturer requires that merchandise be returned. That is their policy and we must abide by their policy. They will not grant an exception to the warranty without inspecting the furniture. The buyer can have the furniture packed up and ship it back for evaluation, however this furniture is nearly years old and outside the warranty so to expect a full replacement is not reasonable. If an exception is made, the manufacturer would offer a prorated warranty which would be a partial credit toward a replacement set. In lieu of going through the manufacturer for potential credit, we would extend a one-time courtesy discount of 10%. Please let us know how this buyer would like to proceed. Thank you,Design Furnishings

I am rejecting this response because: Design Furnishings response suggests the full responsibility lies with the carrier. Jason Titus, operations manager for [redacted] shippers out of Syracuse, NY will certainly provide a supporting statement if necessary. I can provide you with his direct contact information upon request. I agree that the carrier did take longer than usual to deliver, but my complaint has nothing to do with the length of delivery time. My complaint lies completely on how Design Furnishings has handled the situation once they were notified of the partial delivery on June 12.To restate my original complaint: I was informed by THEIR customer service representative that policy dictates they will contact the shipper, and if the missing pieces were not located after 72 hours, the missing pieces would be shipped. After 5 weeks, 12 calls and multiple emails to Design Furnishings, I still had no resolution, nor had Design Furnishings shipped the missing pieces. I was denied contact with customer service through their secretary/receptionist. Over that period, I had left multiple messages with the manager '[redacted]' without response, but who has since reached out to me. If that was strictly as a result of this complaint, I will never know. As I also stated in my original complaint, if the option to return the merchandise with full refund was still an option for me, that would be my choice. This has been the worst experience with customer service from of retailer ever. Unfortunately after a month and a half, and filing a complaint with the Revdex.com,  the only option they offered was to ship the missing pieces of the order. Due to this experience, I requested a $400.00 discount. [redacted] offered a discount of $250, in which I have requested to speak to the owner of the company prior to accepting this offer.  I intend to share this experience with her in detail. As the business owner, she should understand how her customers are treated. I wish I had read the reviews on Yelp prior to making this purchase, I would have bought the furniture from another retailer. Please contact me if you need further details.

I am very sorry for all of the miscommunication. Someone from our claims department will be reaching out to you to arrange for a pick up of the furniture at no cost to you. Once the order is picked up, we will refund you in full. If there is anything you may need, please feel free to reach out to...

us.

I am very sorry you were not happy with your purchase.  Your refund has been processed and this case is closed in our system.  The contracts that we have with our carriers are to ship from our warehouse to the consumer. We do not have contracts to pick up from consumers and to return back...

to us. Unfortunately once the carrier delivers an order, they will not return back to pick it up. Our return policy is clearly stated on the website along with photos and the description of the furniture.   We apologize for any misunderstanding and we are happy that we were able to process your refund and complete this transaction.  Thank you, [redacted]Design Furnishings

We are very sorry that this customers shipment was mishandled/damaged by the carrier.  It was origingally shipped on 5/26 and delivered on 6/17.  The delivery carrier was slower than normal in delivering so we offered compensation of $250 and expedited shipping of the replacements to try...

to make the situation better.  This customer is asking for a larger credit that we can not grant.  We have offered the best compensation that we can as well as ensuring that she gets a full set that is free of damages.

I am rejecting this response because:  They are lying.  I am not a difficult person.  I didn't ask for the new fire pit.  They asked me to accept that option and wait a month for it.  I don't need to extort money from anyone.  I stand on principle.  Their system of writing up orders is so disfunctional that I is difficult to see what I paid for.  The agreement that was made was made in front of my husband also.  He is super reasonable and he heard the same thing I heard.  The only reason they feel I am an unreasonable customer is because they make verbal committments to customers and then lie about it.  The 1st situation was on the delivery of furniture.  We stayed home from work that day to accept delivery and then they tried to say no one told us it would deliver that day.  However, in my hand written notes when I placed the order, I wrote down the date they told me it was going to be delivered.  Then they said why should it matter what time that day since we are home, we should be willing to sit around all day to accept delivery really!!!!

We are sorry for any issues.  Your furniture has been delivered to the local agent and is scheduled for delivery tomorrow 11/23.  Thank you for your patience and we hope you enjoy your furniture!

No, the driver dropped off all the boxes on the front door.  Now we are talking about big boxes for chairs and table.  I asked if he would place them in the patio. He said no, he was only to deliver to the front door and could not enter the house or assemble the table.  As stated before he could not take any item that was damaged and I would have to contact the vendor.  That is why I ensured their was as many boxes as stated in the delivery slip and wrote accepted without opening the boxes.  This way everybody knew that I only accepted the delivery and not the condition since the driver was leaving before I could open them all.

We are  sorry that this buyer is unable to provide the documentation required for either a freight claim or a manufacturers claim.  Our claims department tried several times to reach this buyer to request the necessary photos and the requests were ignored.  It was not until [redacted]...

[redacted] denied this buyers claims that now, months later, this buyer is filing this report.  We ship 1000's of furniture sets around the country each month and our incidence of damage is very low.  If damage does occur, it is important that the buyer notes it so that we can file a freight claim.  If damage is not noted, the manufacturer requires a photo of the boxes so they can ascertain whether or not the damage was from the freight company.  At this point, we need the buyer to provide the documentation although it is several months past the deadline for filing a claim.

We have done everything reasonable to try to satisfy this buyer including giving her brand new items for the floor model price that she paid.  Nobody told her that the accessory item of the glass was included  She came to our office screaming at our employees and demanding the glass because she "assumed" it was included with the floor model.  She was not forced to purchase the glass from us and it is her option of what media she wanted to use and who she wanted to purchase it from.  She made the purchase and then went home and filed a Revdex.com complaint to extort us for a refund.  There is nothing else to discuss with this buyer.  We suggested that we cancel her order early on when we could see how difficult this transaction was from the beginning but she insisted on proceeding.  At this point she has all her merchandise, has been using it.  If she would like to return the fire glass, we will give her a full refund on it.

We are sorry for the problem but we go to great lengths to inform all customers on how to properly receive their order.  The main point which is communicated via phone and email prior to the delivery is that if the box is damaged in any way, it is very important to note damage to the box...

at the time of delivery.  As long as the carton damage is noted, we will be able to take care of any and all damage that is found when the  box is opened.  This box was clearly damaged and this customer signed the delivery ticket stating that she received the items in satisfactory condition and did not note damage to the box. This is not a manufacturers defect.  The manufacturer would deny this claim when they see the box as it is obviously shipping damage.  We can not file a claim with the shipping company because this customer did not sign for damage therefore we have no recourse with the carrier or the factory for this issue.

We have sent a replacement coffee table.  Thank you for your feedback and the opportunity to correct this situation.

I am rejecting this response because: That is a ridiculous response and I have seen so many complaints regarding this company for very similar problems and very similar excuses. They tend to not follow through on any warranty. The fact that a customer paid over $300 for and umbrella less than 2 months ago and it is now broken is unacceptable. An "act of God?" A slight drizzle on something that is less than 2 months old and created to be OUTDOOR furniture should be able to handle a slight drizzle and the smallest gust of wind.

Revdex.com:
I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me. "I did...

receive the replacement coffee table, and I will never do business with Design Furnishings again, so yes, the complaint is resolved."[redacted]

I was on the Revdex.com site and am confused. You responded that the matter has not be resolved and is now closed. Actually I was contacted by [redacted], and the problem has been rectified as [redacted] apologized and has shipped me a new ottoman that will be delivered on Monday August 22. The complaint has been corrected by [redacted]. Problem solved.Thank you[redacted]

We have offered everything that we can for this buyers claim including sending replacement pieces.   Damage was not noted at the time of delivery and if there is an issue we need to see the boxes as well as photos of the damaged pieces.

Thank you for contacting us via the Revdex.com.  We don't show that you have filed a claim with our company, sent pictures of the issues or called us.  Please take the time to fill out a claim form on our website so that we can pass documentation of your issues to our prior factory for...

resolution.  We can see from your original receipt that next month it will be 3 years since you have purchased your furniture that was a clearance item at that time.  We also show that your purchase was much less than the 5k stated so if you made more than one purchase, please let us know.  We can not find multiple purchases, however maybe it was under a different name.  We are motivated to resolve your problem however we need more than a Revdex.com complaint to do so.  We strive to make our new and existing customers happy, so if you would be so kind as to fill out the documentation, we assure you we will be in contact with you to get a resolution.

Unfortunately, there has been a 3+ year gap since you state you contacted us.  Due to the fact that so much time has passed, our only option is to offer a discount on a replacement set.

We are sorry but we have offered all that we can to this buyer.  Even though she signed for...

the item without damage, we still offered a free replacement.  We offer free shipping on new orders, however we all know shipping is not in fact free and we can not offer that on this replacement.  This case is over a year old and there are no other options we can offer at this time.

This customer did not sign for any damage at the time of delivery.  We sent all the items that we could replace as part of her claim despite the fact that she received it without damage noted.  There was no damage to the chairs at the time of delivery.  She claimed that there was but...

wanted to keep the chairs and then purchase 2 sets of cushions so she would get 2 additional chairs at no charge.  We have done everything we could to settle this claim.  If there was a problem with the 2nd shipment we need her to file a claim for the issues.