Design Furnishings, Inc.

We are sorry to hear that after 3 years of owning these barstools this customer is not satisfied.  We have checked with the manufacturer and as of last month the 3 year warranty period has expired.  If this customer would like to give us an opportunity to earn her business again, we would...

like to offer replacement stools at a discount off our regular retail prices.  We sincerely hope that we can provide her with outdoor furniture that she will be happy with many more years in the future.Thank you,Design Furnishings

We have spoke to this buyer many times and instructed him on the procedure for a claim or return.  All descriptions and measurements are listed on our website and represented accurately.   Upon receipt of the order, the buyer signed for the furniture noting that it was delivered in...

satisfactory condition.  If there is a warranty issue, we would be happy to work with the manufacturer for a resolution, on behalf of the buyer, upon submission of a claim form.  If the buyer would like to return the merchandise, we would accept a return within the policy stated on our website.    If the buyer would like to reach out to us and can refrain from being verbally abusive to our staff, we will be glad to work with him on getting this issue resolved.  To date, we have not received a completed claim form or any merchandise returned.

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.

Unfortunately, we can not cover the damage to the umbrella as a warranty issue due to the fact that it was as act of god that damaged it.  This order was signed for without damage at the time of delivery and a claim can not be filed with the carrier.  The carrier does not cover concealed...

damage and we cant provide them with any proof that it was done while it was in their possession.

We need details on the problem with the umbrella.  We have a repair facility in Southern CA that you can take it to once we determine that it is a repairable issue.  Unfortunately, we do not have a solution to replace the umbrella base since there was no damage noted at the time of delivery and everything was signed for in satisfactory condition.

We are very sorry to hear about your experience.  Unfortunately, after 4 years we have no...

recourse with the manufacturer, however as a gesture of good will, we will offer you a 15% discount off the regular price on a replacement set.  We hope that you will give us the opportunity to add you to the long list of our very satisfied customers and again, we apologize for any issue you have experienced in the past.

Thank you for letting us know about this issue.  Your feedback will enable us to coach our staff and give training where needed so that we can provide all customers a great experience in the future.  Your charges have been refunded in full and we have passed your comments along to our...

transportation company so that they may use it to improve their service as well.  While we send out thousands of shipments each year,  the majority arrive without incidence, however there is that occasional shipment that has an issue.  We apologize for any inconvenience this has caused you and we hope to have the opportunity to serve you in the future.

We asked the customer from the beginning to send pictures of all sides of the boxes.  She did not do that.  At this point, too much time has passed for us to file a claim.  If she wants a replacement, we can offer one at a discounted price . Thank you,[redacted]Design Furnishings

I am rejecting this response because:This email is to confirm my telephone conversation with a Revdex.com representative this afternoon.  I informed the rep. that my computer froze while checking my messages from Revdex.com and I had to restart the computer. During that process it somehow click accept the terms and the Revdex.com closed out my file. Please note that I would like to reopen this claim as I do not agree with the terms. The company is asking me to mail back the merchandise, which are huge pieces of outdoor furniture,  and they will send it to the manufacture to see if they will give any credit at all. I don't know how I am going to be able to mail these huge pieces of outdoor furniture  and at the end not even know if I will be getting credit of any sort.  Just to mail out the merchandise is going to cost a lot of money and I do not want to pay for shipping. I will agree for them to either replace the merchandise or give me credit for it.  Should the company  wish,  they can come pick up the merchandise and send it to the manufacture, as I will not pay for shipping.     Please let me know how to proceed.  Once again thank you for all your help.

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.Keep an eye on Design Furnishing's delivery policy. If they do not change their policy, this issue is bound to occur with future customers.[redacted]

I am rejecting this response because:I did their claim form on line on the same day that the delivery occurred and the pictures were uploaded instantly. SO I DID PROVIDE THE DOCUMENTATION REQUIRED FOR A CLIAM. I have no idea why they would say that they do not have the photos, another false statement on their part! I spoke to [redacted] several days after the claim was filed and she asked for the photos again. I called her back twice with no return call to state that I had no more photos except the seventeen that I submitted to them.There was only one box damaged; the bottom and the back. The damaged that occurred to the chaise was because of the bottom of the box and of course I could not see the damaged until I opened the box and took out the chaise!If Design Furnishings were a reputable company then they would have accepted the photos I attached to the claim form and offered some type of solution to my problem but they have offered nothing!

I am rejecting this response because:HELLO,AS I EXPLAINED BEFORE, THIS TRANSACTION WITH DESIGN FURNISHINGS WAS DONE ON LINE,BUT, WHILE I WAS LOOKING AT THE PRODUCT ON LINE I ALSO HAD THE PERSONAL SHOPPER OF THIS BUSINESS MS. [redacted] ON THE TELEPHONETAKING MY ORDER.MS. [redacted] NEVER TOLD ME ONCE , TO SCROLL DOWN THE PAGE TO READ THE VERY SMALL PRINT ABOUT THE RETURN POLICY.I JUST SAW THIS RETURN POLICY AT THE BOTTOM IN VERY SMALL PRINT ONLY AFTER DESIGN FURNISHINGS , RESPONDED TO THE Revdex.com.IF MS. [redacted] HAD TOLD ME TO SCROLL DOWN TO LOOK AT THE RETURN POLICY , I WOULD NEVER HAVE PLACED THIS ORDER.I BELIEVE ITS THE SALES PERSON'S JOB TO EDUCATE CUSTOMERS WITH THESE VERY IMPORTANT MATTERS , NOT ONLY TAKE THE ORDER DOWN QUICKLY.SO ONCE AGAIN THIS FURNITURE IS THE WRONG SIZE AND WRONG COLOR , AND MOST IMPORTANTLY VERY POOR QUALITY AND IT IS NOT WHAT WE DISCUSSED .SO I KINDLY REQUEST DESIGN FURNISHINGS TO MAKE ARRANGEMENTS TO PLEASE TAKE BACK THIS FURNITURE , THAT IS BEEN SAFELY STORED IN MY GARAGE, SOON AS POSSIBLE.AND I AM ALSO NOT PAYING FOR THE RE-STOCKING NOR THE SHIPPING.THANK YOU[redacted]

Review: Company states 1-3 buisness days to ship and we ordered on July 1, 2016 and it shipped July 9, 2016! it is now July 13 and have not received a call for arrangement of delivery to us! False advertising and they don't stand behind their word. "If your word means nothing? you mean nothing!.

[redacted]Desired Settlement: adjust our order cost due to false advertising please. NOT a future purchase discount!

Business

Response:

We apologize that you didn't have a pleasant experience. In looking back at our records, we see that your order was placed at the beginning of the 4th of July weekend. We spoke to you on the next business day to confirm your order and go over shipping details. On the 3rd business day, your order was shipped. We do not "false advertise" and according to our records your order was fulfilled as promised. We hope you are enjoying your furniture and thank you for the opportunity to serve you.

Review: I ordered furniture from Design Furnishings and per their agreement the delivery company is supposed to call me to schedule a time when convenient as we needed to be there to inspect the packages and write on the delivery receipt if there was any damage to the boxes. Delivery was not by original carrier, but by a secondary carrier who gave us no choice as to what day the delivery would come.

My husband inspected the boxes and the driver wrote down that one box was damaged. We followed the furniture company’s instructions to the letter then I immediately let the claims department know of the issue. She wrote me right away on 5/16 and stated they would take care of everything.

One side table was completely destroyed, 2 ottomans were damaged (the 2nd only had feet damaged) and two armless chairs were damaged. I sent the emails as instructed on 5/18 with what was damaged as well as many pictures detailing the damage. The side table box was gouged open, the table scraped and the wicker broken. The 1 ottoman was damaged on both sides, on the other the feet were scratched and the two armless chairs were damaged in a few places.

Per the agreement I was to receive a new end table (carrier fault) one ottoman and 2 armless chairs because it was due to manufacturing. That was determined by the company. They would also send replacement feet for the other ottoman.

From here the only communication came via the phone (I have detailed records of the other). The claims person said that they would ship one end table, 2 feet and one ottoman, but they were not sending the chairs. They claimed on the arm chairs it was the carriers fault and would not take care of it. I wanted to speak to someone in management and they said I would get a call back. To date on 6/11 I have received no call.

The new end table, ottoman and feet arrived to replace the other furniture. The new ottoman was damaged worse than the other, but the box was in perfect condition. I wrote the claims department and sent detailed pictures on 6/7 and to date I have heard nothing from them as to what they are going to do.

They do not want to replace the furniture if it is damaged, but the box is not because then it becomes their fault not the carrier.Desired Settlement: I want the two armless chairs that were promised to me as they arrived damaged from the manufacturer and a new ottoman to replace the most recent one that arrived damaged, again from the manufacturer.

As a consumer I am not expected to pay money for items and receive them in less than perfect condition. The seller has the duty to send furniture (or any item) that is in perfect condition when it is packaged to the consumer.

Business

Response:

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.

Business

Response:

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.

Consumer

Response:

I am rejecting this response because: they have not done everything they can nor did they send replacement pieces and damage was notated because it was manufacturing not delivery. I sent several emails with detailed pictures of all sides of boxes and of furniture have all emails as evidence and dates that were sent to the claims person at design furnishings. The resolution to this was to send me the two chairs in replacement of the damaged ones. I still have the box and 2 chairs that they can have back. I also sent a detailed email on the last item and sent with pictures of both boxes and furniture and they never responded to me at all. I have done everything that has been asked of me and more and was even told I have sent the most detailed information of any person submitting a claim. These people do not want to send the two replacement pieces because they want to blame it on the delivery people it is clearly a manufacturing problem and that is how they recognized it when they asked me to send pictures. I don't know how much clearer I can be I have given them everything they needed and they still will not follow up or send The Replacements. It's pretty simple send two replacement chairs and one ottoman and you can have all of the damaged furniture back.

Review: I ordered an outdoor furniture set. When we received the items we asked the delivery guy to opened the boxes to verify the merchandise was in good condition, but he told us even if it was damaged he wasn't allowed take it back. He said we would have to contact customer service of the company we ordered the furniture from. We signed off the delivery slip stating that the boxes weren't open (we have proof of that). All the chairs were OK, but the bottom and top corner of the table was bent. I immediately contacted Customer Service, they told me that I had to fill out a form online. I did but I didn't hear from them, I contacted them again and they told me that they can't do anything because the boxes weren't opened in front of the delivery guy. I have been fighting this back and forth with American Express and then they did accept to send the new parts but we would had to pay shipping. At this point I feel so frustrated with this company and I should have read the reviews before doing business with them.Desired Settlement: I want the top and bottom part of the table to be replaced and the shipping to be paid by the company. I am not asking for anything free, just want my furniture to be good condition when I pay full price.

Business

Response:

This order was delivered nearly a year ago and we have done and offered everything we can for this customer. At this time after so much time has passed, there is nothing more we can do.

Business

Response:

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.

Consumer

Response:

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.

Review: September 8th Went to Design Furnishings website and placed my order online. The site was having technical difficulties which prevented order from confirming. September 9th Called and placed Order by telephone. September 9th Received callback advising that the items ordered were on backorder. Estimated shipping of order no later than Sept 23rd.Sept 23rd Called and spoke with a lady who said my order had not completed yet. Sept 25th Called and spoke with another lady who advised that my packing labels had been printed and my order should be going out that day. Sept 28th Received Labels via email. Estimated delivery stated Oct 1st. Shows shipment received by Roadrunner on Sept 25th.Sept 29th Called Roadrunner who told me to contact the local terminal shipping my stuff. Sept 29th Called Roadrunner San Francisco terminal. Im told my stuff is slated to go out that night on a truck. When it arrives in Houston they will contact me to schedule my appointment.Sept 30th Called Roadrunner San Francisco terminal because no one called me back. Assured someone would call me back that day. Called back later that day and was told they couldnt find my shipment on the dock. Again assured someone would call me back that day. Sept 30th Called Design Furnishings and explained the situation. Advised they would contact the terminal and call me back. Oct 1st Called Design Furnishings because no one called me back. Oct 2nd Called Design Furnishings and was told a manager was aware and was working the issue and would call me back. Oct 5th Called Design Furnishings and was told a manager was aware and was working the issue and would call me back. Sent a Facebook message hoping someone may respond.Oct 6th Called Design Furnishings and was told a manager was aware and was working the issue and would call me back. Told them I would be contacting Revdex.com and posting to Facebook if I didnt hear from a manager by COB.Oct 7th Tracking data now updated and shows our shipment is in Medley, Florida. We are in Houston. Still have never received a call back from either Design Furnishings or Roadrunner or received an explanation from anyone I have spoken with.Desired Settlement: Contact by manager to explain what happened. Delivery of purchased goods and billing adjustment.

Business

Response:

Thank you for letting us know about this issue. Your feedback will enable us to coach our staff and give training where needed so that we can provide all customers a great experience in the future. Your charges have been refunded in full and we have passed your comments along to our transportation company so that they may use it to improve their service as well. While we send out thousands of shipments each year, the majority arrive without incidence, however there is that occasional shipment that has an issue. We apologize for any inconvenience this has caused you and we hope to have the opportunity to serve you in the future.

Consumer

Response:

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

Review: I purchased 2 very expensive patios sets. I paid over $5000.00. The wicker patio sets have all com apart every single piece. The advertisement indicates the product is worthy to withstand any weather condition. The items were presented as if they were sturdy and well worth the price. It turns out it is a piece of junk. When I called the company they indicated that the furniture is no longer under warranty. I have had the furnishings for less then 3 years. The bottom line this company has been able to stick it to every customer who has bought their rhetoric. It is unbelievable how this company is able to sucker customers into buying the good for nothing furniture. They get away with misrepresenting their product and then are smug and patronizing "I am sorry this happened", but offer absolutely no solutions. Clearly I am not the only one it has happen to. Please do something to stop this company from continuing to profit from innocent consumers.Desired Settlement: I want them to refund my money or at the very least exchange the furniture. It is in pieces I might as well just throw the items out in the dumpster.

Business

Response:

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.

Consumer

Response:

I am rejecting this response because: I did file a response via telephone on 03/10/2016 and they told me that I could file a complaint but that there really was nothing they could do. The items I purchased were not clearance at least I was not advised that they were clearance and I did not pay clearance price for them. They advertise "High Quality Current Designs at factory Prices." :Quality outdoor patio furniture for less" Is that clearance? I purchased to patio sets the [redacted].I have attached pictures of the furniture in its deteriorated state. Their statements refers to the furniture as being durable and of quality. The state that the furniture is in clearly misrepresents what their advertisement.I have more pictures that I was not able to upload

Consumer

Response:

I am rejecting this response because:This email is to confirm my telephone conversation with a Revdex.com representative this afternoon. I informed the rep. that my computer froze while checking my messages from Revdex.com and I had to restart the computer. During that process it somehow click accept the terms and the Revdex.com closed out my file.

Review: I purchased 8 Napa barstools with backs from Design Furnishings.When I was on thier website it said 2 Pack of barstools for $180.00. When I called to order them they said "oh sorry, we need to fix that,the website is wrong, they are $180.00 EACH! Well silly me, should have been my first clue! I ordered them anyway. Upon the (very late ) delivery date ( I asked to have the boxes opened by the delivery service and its a good thing I did because 4 of the 8 stools had broken wicker. They sent 4 replacements. The problem is the "outdoor all weather wicker" snaps off wherever the SUN hits it! we tuck them under out outdoor bar so the seats remain intact. ALL the stools have broken wicker wherever the sun touches it! Design Furnishings will not back the product, and say the Mfg. wont either.I called the Mfg. and spoke to [redacted] who answered the phone. [redacted] said Nothing can be done as well. I am waiting for a call back from [redacted] the owner of the Mfg. of TK Classics . I had originally put in at least 6 phone calls and never got any call back from Design Furnishings. They always would say "someone will get back to you" No one ever did! After waiting for so long I spoke to a nice lady in claims named Margret and got the email address to send my complaint to and to send photos of the sun damage and the copy of my reciept. The 3 year limited mfg. warranty covers the wicker for 1 year only. Not happy with this company at allDesired Settlement: I would appreciate a replacement of the barstools. I am however afraid the same thing will happen to them if the wicker product has not been improved. I would also accept a refund if the wicker is the same as what I currently have. Thank you, [redacted]

Business

Response:

We are sorry to hear that after 3 years of owning these barstools this customer is not satisfied. We have checked with the manufacturer and as of last month the 3 year warranty period has expired. If this customer would like to give us an opportunity to earn her business again, we would like to offer replacement stools at a discount off our regular retail prices. We sincerely hope that we can provide her with outdoor furniture that she will be happy with many more years in the future.Thank you,Design Furnishings

Review: Order Placed on 3/1. Tracking number given is not valid with any of the three shippers I was told to call([redacted]). All three shippers did not show any order being shipped from Design Furnishing. Lodesco,Watkins-Lodeso and a the third was a local shipper here in Raleigh none of these company's show a shipment but the company keeps telling me it has been shipped and giving me a tracking number that works with none of there shippers.Desired Settlement: trackable proof of shipment and status and credit for this delay

Business

Response:

The order has been shipped. It can be tracked at www.lodeso.com. Troy needs to enter the Order Trax number of [redacted] as well as his delivery zip code. The result will be the same as shown in the attachment enclosed. We have returned all Troys calls and left him several times this week to give him the updated information. Perhaps he has a better contact phone number for us or an alternate way we should communicate with him? The delivery agent will be in touch with him as soon as it arrives and is ready for his home delivery.

Review: Design Furnishings completely misrepresents their furniture by claiming it is "commercial grade construction" and "not plastic looking". I bought this furniture solely on the expectation that I would receive a quality product. I spent well over $7,000 on this collection only to have it arrived as cheap, imitation chinese fake plastic wicker. I purchased their "Bermuda" collection. I had problems right from the start in that the furniture arrived damage. Then I come to realize that evening that it was not complete and missing 2 pieces of furniture and several cushion covers. I immediately disputed the charge with American Express and this is still under investigation. I would like to return this product and get a full refund. Desired Settlement: I would like for the company to allow me to return the product.

Business

Response:

Initial Business Response

The Bermuda is our top seller and we have hundreds of satisfied customers who love this furniture, including commercial customers. Your order was delivered and signed by you but later you filed a charge back claim stating fraud with AMEX. You have been denied 3 times by AMEX. We did reship missing items from your order but you have refused delivery of them and they are now being shipped back to our warehouse. Our website has numerous photographs of all our furniture including the entire Bermuda Collection which is fully described on the product page... including describing the wicker as: High Density PE (polyethylene) wicker.

Final Consumer Response

(The consumer indicated he/she DID NOT accept the response from the business.)

Their response contains nothing of substance. The simple fact is that the furniture I purchased was 1) misrepresented in that it is not "Commercial Grade Construction 2) was missing furniture pieces along with 16 sunbrella cushions 3) does not address my request to return the merchandise.

Final Business Response

As we've said previously, our furniture has been purchased and used in countless business and commercial settings with great results and the type of wicker material woven for our furniture is the exact same used by nearly every other brand of outdoor wicker furniture sold today.

We have attempted to deliver the missing items from your order which unfortunately were not included with the original delivery but you have refused to accept them. You have always had the option of returning your order by following our return policy clearly displayed on our website if you were not satisfied with it.