Design Furnishings, Inc.

Review: failed to return phone calls, repeatedly gave misinformation about the delivery status of order, completed order still not received

I ordered a patio set on May 13th I was notified the next day that the chairs were on back order. I hadn't heard from the company regarding my order and called numerous times to check the status. It was very difficult to reach someone. Every time I called I was told every customer service representative was busy, including the owner, [redacted]. I was finally notified via email on June 5th that my entire order would be be shipped in 1 or 2 days. On June 13th I finally received notification that only the table had been shipped. I repeatedly called to inquire about the patio chairs and again was told nobody was available. Once I finally reached someone, I was told they were delivered to the wrong address and that they would be shipped to me within a day or two. I asked for the tracking information and the representative told me she couldn't give it to me at that moment and that I would get the tracking information in a day or 2. A week passed and still no tracking info. Again, I tried to contact the company over and over and finally spoke to the owner who assured me I would receive tracking information by the end of the week. A week and a half passed and still nothing. I tried to reach them for the next week and was told a representative would call me back. I did not hear from any rep for over 7 days and finally received a phone message that the chairs arrived to the terminal damaged and had to be returned. Meanwhile, the table eventually arrived. I was told by design furnishings to indicate that the box the table arrived in was damaged even if was not. I became suspicious when the delivery man would not change the paperwork. I had him open the package so I could inspect the table. Sure enough the table was damaged within the wrapping (it was not the fault of the deliverer). I continued to call the answering service and finally told them to cancel my order and that I would be filing a complaint. Within 5 minutes the owner returned my call only because I said that. I told her to cancel my order and that she could arrange to have the table picked up. She explained that she would credit my account for the cost of the patio set minus the shipping. I was not willing to accept this as the table was damaged upon delivery. She was not willing to accomodate my request so I told her I would cancel the order on my credit card. She said she would dispute it. Within 5 minutes she returned my phone call asking if I wanted to keep the table at a discounted price. I refused siting #1 it was damaged and #2 I still had not received any chairs. She tried to assure me that the chairs would arrive on Friday. I declined her offer and told her the purchase would be cancelled via my credit card. She replied that she had 30 days to contest it and that I would not be happy with the results. Within 5 minutes she called back again trying to get us to keep our order. We told her it had been cancelled and not to call again. Within 20 minutes I received notification via email that my account was credited. This whole process has been extremely difficult and no one should ever have to experience such horrible customer service.Desired Settlement: FULL refund of the order including the return shipping of the damaged table.

Business

Response:

Business' Initial Response

We are sorry that you had a frustrating experience with your delivery process with Design Furnishings. We appreciate your feedback so that we can use it to make our team members more aware of the communication that is required when mishandling occurs with our shipper and part of an order is misrouted. We credited your credit card account with a full refund the same day of your table delivery. You will not have any charges. Please accept our apology for this experience and if we are ever given the opportunity to serve you in the future, we are committed to ensuring a positive outcome.

Review: I purchased a large sectional patio set via Sears online on 8/18/2015 via my credit card for $1,401, which turned out to be through their 3rd party provider "Design Furnishings" in CA. I received an email from Sears on 8/20 that my order has shipped. That week I received a call from Design Furnishings regarding the delivery company contacting me when ready to ship to me at my convenience. At that time, [redacted], also sold me custom furniture covers ($299) and custom clips for the set ($25), which were purchased that day and cleared my account 8/25/2015 for $318.00. Since then, I have not received the full order of the covers, I have not received the clips, and I have yet to receive the patio set. The shipment was suppose to be delivered by their hired company called [redacted] out of Cleveland OH, with John who called on 9/2 to deliver 9/3, instead we set date for 9/4 between 3-5:00. The driver called and said he doesn't have my order on the truck on 9/4. I call, [redacted], at Design who explained, the following week, my order was at the wrong warehouse ([redacted] has 2) and assured me it would be handled. John, at Road Runner, said I wasn't home 9/4 for delivery on 9/7 even after I spoke with him regarding his driver on 9/4. All forms of communication with Design Furnishings and [redacted] is broken down and they blamed ME, the customer!! My account was given to Top Dog Delivery, due to [redacted] delivering only 2 times a week in [redacted]. [redacted] with Top Dog scheduled delivery 9/18 and no-showed, so I called [redacted], who never called back, and I called Top Dog and spoke with [redacted] the manager. [redacted] said they were waiting on [redacted] to clear up an issue. Today, I spoke with, [redacted], at design furnishings at [redacted], a supervisor, and he forgot to put me on hold and I heard the rude conversation. [redacted] continued to insinuate I was a liar and they attempted delivery. I got [redacted] on a 3-way call as a witness to [redacted]'s rudeness and unprofessional manner. I still have no furniture.Desired Settlement: Based on the lack of professionalism, lack of follow-up, lack of accurate documentation of ALL conversations with the Design Furnishings employees, and the over abundance of rudeness from the first contact all the way through to the supervisor, I am asking for $200 credit to my bill for not only the humiliation, but for the stress this entire issue caused on my heart. I have a heart murmur, and anxiety, of which, Holly, would not allow a chance to even explain how this is affecting my health.

Business

Response:

We are glad to report that this buyers order has been delivered. We are sorry that the experience was not at the level that we strive for. We appreciate the feedback as it allows us to make improvements in our internal operation and give feedback to our outside contractors for positive experiences in the future.

Review: I went into facility to purchase outdoor furniture. I saw a fire pit and asked if it was for sale. They said it was a floor model but they would check. She said yes they would sell it to me as a floor model at reduced price. I came in and paid for order in full. As she was writing up order she asked me if I wanted covers for furniture and I said no. She asked if I wanted the cover for fire pit I said no. They then called back and said because they couldn't find a part, they would give me a brand new one but I had to wait until mid August. I agreed. She wrote it all down and said my receipt would be emailed. In my conversation it was floor model as is! No mention that would be dumping off the rocks before delivery. No mention that they are sold separate and if I wanted them. Totally trying to rip off a good paying customer. Right is right and on principle, I've gone in paid for the rocks, since it can't be used without them. Now I insist on getting my money back.Desired Settlement: Return the money I was forced to pay for the rocks/glass.

Business

Response:

The customer received a brand new firepit for the lower floor model price. The rocks or fire glass are not part of the fire pit and would not have been included with the floor model either. In addition, she was given a cover with her firepit but was not charged for it. if she would like to return the fire glass in the original packaging, we will issue a full refund.

Consumer

Response:

I am rejecting this response because: The person that sold me the floor model said it included the glass. It was their choice to sell me a new one rather than the display. If they had asked me about it I might have agreed. They had a verbal contract with me and I want what I originally signed up for. If they want to continue to haggle over this, I want them to come pick up their full order of everything and give me a full refund.

Business

Response:

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.

Consumer

Response:

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!!!!

Review: I am currently trying to cancel a furniture order and avoid FEES that has not left Design Furnishing (DF) loading dock in California to be . ORDER # [redacted] track # [redacted] 1. the order was placed april 27, 2015. on telephone. [redacted] I was not made aware of any cancellation or restocking fees. 2. *at 8Am on 4/28/15 I requested order cancelled or stopped april 28, 2015 . approximately 24 hours after order. ( falls with in the Federal regulation of Catalog, internet and telephone orders 72 hour cooling off period for customer to change mind. )3. by 12 noon 4/28/15 sales representative via email and telephone confirmed my order stopped or on hold until I decided whether to proceed. But it would be a 10 % cancellation fee if I cancelled. I WAS NEVER MADE AT TIME OF PURCHASE THAT CANCELLATION OR RESTOCKING FEES WOULD APPLY.4. by 4:15PM on 4/28/15/ I received an email saying that furniture was on the truck and they could not turn it back and stop THE ORDER. and made THEN me aware THAT SINCE the order was on the truck that I WOULD BE RESPONSIBLE FOR 25% restocking fee if I ask for the order to be not delivered.This is outdoor furniture amounting in $ 2883. 00 which I have never received therefore cannot return for restockingfurniture It s in their possession waiting on a dock in California per Lodes5. 4/29/15 approximately, I filed a dispute with credit card co. for $ 2883 to Design Furnishings. They have put a temporary provisional credit on my card. but say it will be best for me to try to deal with the company and work it out because the card dispute will take several weeks.6. 5/18/15 Design furnishings says they want me to make a decision to accept or decline furniture today. If I say to cancel and say not to leave dock they will refund me less restocking, shipping fees. Unethical [redacted] buys from this company but it is not possible to swith the order to [redacted] without fees after the fact.Desired Settlement: I desire a Full refund on my credit card for $2883.00DFplans to charge shipping and restocking fees for furniture that has not left their dock in CA, unethical. They want a decision: If I say 'ship" they make a sale.If I say ' keep ' ( cancel ) furniture in California which is on loading dock in california, according to [redacted] Tracking DF says they will refund minus shipping and restocking, which is unethical.

Business

Response:

The facts in this case are not stated correctly. We tried our best to stop the shipment but because we strive to get our orders out quickly, it had already shipped. We offered to provide Mr [redacted] with the signed BOL from the carrier to prove that it had already shipped. We would not have charged any fees had it not left our dock. We had the shipment returned to us and we are only charging the fee to recoup the costs associated with this buyer changing his mind. We offered to waive all fees if he wanted to instead purchase from [redacted].

Review: On August 2, 2015, we ordered patio furniture from Design Furnishings which is sold through the [redacted] website. We were told it shipped Aug. 4. It cost $1,401. On Friday, Aug. 14, we received a call from the shipping company wanting to deliver the packages to our home on Monday, Aug. 17. We worked it out, and the packages were delivered. None of the packaging looked damaged. We went through the boxes, removing everything and setting it up. Almost immediately I noticed weave damage on a chair and the aluminum top to the coffee table was smashed in on one corner. We contacted Sears, and we were told the problem needed to be addressed through Design Furnishings as [redacted] was just the website contracted to sell the product. I submitted a damage complaint online, complete with two pictures of the damage, on Aug. 19. Not hearing anything, I submitted a second damage complaint online the first week of September. Again, after a week of not hearing anything, I called the customer service line Monday, Sept. 14, and the woman who answered said she needed to speak to her supervisor because we didn't have pictures of the boxes, she said, so it was hard to tell if Design Furnishings or the shipping company were responsible. Take note. Nothing was written telling us to take pictures of the boxes before we destroyed them. I've never taken pictures of a shipping box. It wouldn't occur to me. Also, she was looking at pictures of the damage as we spoke, so they received the online complaints yet never responded to us. She said she'd call me back immediately after talking to her supervisor. No call, once again, of course. Next, I sent an email to customer service on Tuesday, Sept. 15. I requested the company contact me the following day. Again, I've heard nothing. So for one month we have made several attempts to contact the company to get a replacement or a partial refund on the damaged product, and we are getting nowhere. No one will return calls, respond to the damage complaint or respond to emails.Desired Settlement: I am either requesting a partial refund on the coffee table and damaged chair, or I would like to have a new coffee table sent to me to replace the old one. However, if they want the old one back, I want them to pay for shipping.

Business

Response:

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

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

Review: I purchased the "Tahiti Chaise Set Of 2 Outdoor Wicker Patio Furniture 45% OFF" last week, and they arrived yesterday, 02/05/15. Only problem was that the table is broken. The Claims department is denying a refund or replacement. They are stating that this is because I never notated damage when their third party delivery company delivered the boxes. During the delivery process, there was obvious damage to one of the boxes, but I was not given a chance to notate this anywhere. I opened the box after the delivery driver left, and when I noticed the damage, I called Design Furnishings immediately. They advised that I could submit the claim, but it would likely be denied since I didn't notate the damage with the driver. I attempted calling the driver to ask that he come back, but he did not answer his phone. Even if that is their policy, how would I have known if there was damage without opening the box? What about the 3-year warranty? They called me on 02/06/15 and advised that my claim was officially denied. They also advised that I could return the products but would have to pay the shipping fee myself, along with a restocking fee. I spent $857 for 2 chairs and a table, and I received 2 chairs and a broken table. What company is allowed to send damaged products, collect their money, and then walk away? The Claim Rep also told me, "You know how sometimes they say the customer is always right? Well, this isn't one of those times."Desired Settlement: I simply want them to send me a new table. The one I received is not usable. I have pictures if needed.

Business

Response:

Mr [redacted] signed for his original side table in satisfactory condition however in a good faith effort to satisfy this customer we sent a replacement table which was shipped via [redacted] 2/10/15. Mr [redacted] has received the replacement and has indicated that he is satisfied with the resolution.

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.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 place an order on April 30 2015, the order didn't get processed until May 12 2015 and today is May 26 2015 and I have not received my merchandise. I called the seller and they gave me a lot of excuses, no apologies and they said that I may get my order by the 2nd week of June. Customer service non existent, a lot of excuses and no solution of the customer complaints.

Review: Stay Away from this company! Do your research before you make a purchase from them, you will save your self the headaches and stress! If only I had done that!There are hundreds of complaints all over the internet about them.They literally have ZERO customer service. So beware! Once you place your order there will be NO ONE to help you from there!The women I spoke to actually argued with me and went round and round about my order. It was the rudest thing I have ever experienced from a company.First, I placed my order on line. The website said it will ship in 1-3 days.I received a phone call within minutes after placing my order letting me know that the order would not arrive for 3 weeks.I asked to cancel the order while I decided if it was worth it to wait that long. I decided the next day it was and called back to place the order again. I confirmed that the shipping was still within the 3 week timeline. I was assure that it was.I asked if expedited shipping was an option and was told yes, that someone would call me within a week to give me a quote. No one ever called. I called the following week (2 weeks after I placed the order) and was told that my order had been on back order and would not be here for another 3 weeks, Total 5 weeks shipping time?I asked the rude customer service women why I was not informed of the delay and she proceeded to argue with me that I was told?I never received a phone call or email or any kind of notification after placing my order.To say that this experience was unpleasant would be an understatement!The customer service women could not have been any more rude, disrespectful or unhelpful if she tried.I hung up and had a discussion with my spouse and we decided that this company in no way deserved our hard earned money, so I called back and got the same rude customer service women... go figure! She then informed me that I could not cancel my order, that it had already been shipped? Now, I just spoke to her less then 15 minutes prior and she said itDesired Settlement: I have requested to cancel this order however was told I could not.I have filed a charge back complaint with my bank and they are working on it now.However, from the other complaints I have readit looks like I will have to fight them back and forth for a while and VISA should end up resolving it.

Business

Response:

We are sorry that this customer decided to cancel her order. Her original selection was very nice and we are confident she would have enjoyed her furniture. Her transaction was canceled a few weeks ago and her money was refunded in full. We called this customer to let her know, however she was not available and her partner said she will give her the message. Her partner also stated that she would close this case and any others she may have opened. We were surprised to see it still open as this matter is resolved.

Review: product described as high quality by the so called owner. NO disclosure on cushions!

Received (order#XXXXX) outdoor RIO wicker sectional set with cushions. Paid a very high price to get a nice quality comfortable set ($1850). Was told it is so nice, high quality from 3 of the customer reps, therefore was expecting a nice thick cushion that you can actually sit on. When set arrived the cushions were so thin it was like sitting on nothing! There is absolutely no description on the cushions and when I talked to the reps they always said how nice and comfortable the :high quality" set would be. So, I ordered it. Since it is an online purchase, I did not want to send it back being so large, expensive. I came up with 2 solutions: 1. Refund $700 so I can buy new cushions or 2. Send me an extra set of the bottom cushions. [redacted] at the store stated that they did not have to disclose the cushion thickness and it was my problem. So now, I paid a lot of money for something that looks like it is cheaply made. They did not stand behind their product or offer any kind of solution. It is very frustrating and I would not recommend you order from this company since they did not tell me about the cushions and I was not able to sit on them.Desired Settlement: A new set of cushions for the part of the seat cushions (preferably 5 to 6 inches thick)

OR

Refund ~ $650 to $700 for me to buy a new set of cushions.

Business

Response:

Business' Initial Response

We are sorry you are unsatisfied with the Rio Set you purchased from us. This set is one of our best sellers and we've sold hundreds of them because of its unique look and because the 9 pieces in the set makes it a great value for the price.

The cushions are described on our website as, "Welted cushions for a luxurious look and feel" which they are. We did not misrepresent the cushion size or anything else about the furniture either verbally or on our website. If the size of the cushion was important to you and you had asked we would have given you the measurements as we would have for the size of the legs, arms on the chairs, seating area etc.

The size of these cushions have been calculated as the best fit for the dimensions of the back and seat area. We've actually tried putting thicker cushions on this set but found it was not as comfortable sitting or leaning back in the chairs or sectional. Obviously you envisioned something different. We do not have nor do we make thicker cushions for this set for the reasons described so it would be impossible to send you thicker cushions for the Rio set.

We do stand behind our wicker furniture and have thousands of satisfied customers for our furniture. If you feel adding an extra set of cushions placed on top of your existing cushions would be comfortable for you we would be willing to send you a set of the cushion covers. However, these covers will not cover cushions much larger than the size that is in them now.

Consumer's Final Response

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

First of all, the description of the cushion thickness was never on the website. Like I've said, I have been sitting on cushions that are 5-6 inches thick, believing this is standard. Since Design Furnishings sells outdoor furniture and the cushions are very cheap and thin, they should be the ones to disclose this information so the buyer will beware of the thickness.

Next, I am not clear AGAIN, what the offer is??? They will send me a set of cushions covers but not the cushions?? How does this solve my problem??

I would accept:

1. extra set of seat cushions with ivory covers

2. refund of $700 on my credit card to buy new cushions.

Business' Final Response

Obviously you are unsatisfied with the cushions to your seating set. The cushions used for the set you purchased has been used for the past 3 years for hundreds of satisfied customers. As we explained, the cushion depth is the optimum size for this set. A thicker cushion makes sitting in the furniture uncomfortable because of the back and seat dimensions. We are very sorry you are not satisfied with the furniture. If you wish to return it our return procedures are detailed on our website.

Review: ON JANUARY 5TH 2015 I SPOKE TO A REPRESENTATIVE OF DESIGN FURNISHINGS AND, EXPLAINED WHAY I WAS LOOKING FOR IN PATIO AND DINNING WICKER FURNITURE. THEY SHOWED ME A PICTURE ON THEIR WEBSITE THAT LOOKED LIKE WHAT WE WERE LOOKING FOR. NEVER MENTIONED TO ME THAT THIS WAS RESIN WICKER AND NOT REAL WICKER, WHEN I REPETEDLY ASKED HER IF THIS WAS REAL WICKER. AND I ALSO ASKED HER IF IT WAS GOOD QUALITY AND HOW STURDY IT WAS.SHE TOLD ME THIS IS GREAT QUALITY AND DURABLE.I ALSO TOLD HER THAT I NEED THESE TABLES TO BE AT LEAST 30 INCHES IN HEIGHT AND CHAIR SEATS TO BE 27 INCHES WIDE.I ALSO REQUESTED THAT ALL CUSHIONS TO BE IN COCOA COLOR. THEY AGREED AND SAID THAT TODAY WAS OUR LUCKY DAY AND THAT THEY WERE THROWING IN A SECOND SET OF CUSHIONS FREE OF CHARGE INA WHEAT COLOR.WHEN THE FURNITURE ARRIVED , THEY WERE COMPLETELY WRONG IN SIZE,EXTREMELY SMALL , THAT NO AVERAGE SIZE PERSON COULD SIT.THE LEGS ARE NOT STURDY,THE WICKER IS LOOSE AND THE TABLES ARE NOT 30 INCHES IT IS 27 INCHES. ALL THE FURNITURE LOOKS LIKE KID FURNITURE.THE CUSHIONS DID NOT COME IN COCOA, THEY CAME IN WHEAT , WITH COCOA SLIP COVERS AS A REPLACEMENT. DO THEY EXPECT ME TO RE CHANGE ALL THESE CUSHIONS,BY PULLING EVERY PILLOW OUT THEY WILL GET DESTROYED IF I TRY. THE QUALITY IS VERY POOR, LOOSE , UNSTABLE ,AND DAMAGED AND NOT SAFE. THIS IS NOT WHAT WE REQUESTED AND IS NOT WHAT WE WERE TOLD WE WERE GETTING.ALSO WE SPOKE TO THE REPRESENTATIVE BEFORE PLACING THE ORDER AND ASKED IF FOR ANY REASON IF SOMETHING WAS NOT RIGHT WITH UR PURCHASE COULD WE RETURN THE FULL ORDER.SHE TOLD US THAT WE COULD RETURN THE ORDER WITH NO PROBLEM AND DID NOT MENTION IN ANY FORM THAT THERE WOULD BE A RE STOCK AND SHIPPING FEE.THIS WE WOULD HAVE NEVER AGREED TO.THIS IS COMPLETE MISREPRESENTATION.THANK YOU.Desired Settlement: I REQUEST A FULL REFUND FOR THE PURCHASE. AND PLEASE MAKE ARRANGEMENTS TO TAKE BACK EVERY SINGLE PIECE OF FURNITURE BACK, AS THEY ARE STILL IN THEIR ORIGINAL BOXES WITH THE WRAPPINGS.WE ONLY OPENED 3 BOXES AND THOSE TOO ARE BACK IN THE ORIGINAL BOXES WITH THE WRAPPINGS.THANK YOU.

Business

Response:

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.

Consumer

Response:

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: Horrible products and customer service

This is a horrible company with horrible products. We bought a TK Classics sectional two years ago. When we first got it they sent the wrong cushions. Ok, no big deal. We have a large overhang and our furniture is never exposed to direct sunlight or rain. We clean it several times per year and barely use it. Despite this all of the edges are fraying, cracking and discoloring. It is essentially falling apart. Sent in an appeal. No response for months. Now it is out of warranty and there is nothing they can do. Terrible products and terrible customer service. Don't get fooled by the slick website, prices, and apparent good looks. It is trash. Desired Settlement: New furniture

Business

Response:

Business' Initial Response

After contacting you directly we have worked out an acceptable resolution even though your furniture was purchased nearly 3 years ago we were able to get the manufacturer to offer a substantial discount on any replacement pieces you wanted to order. Thank you for your patience and willingness to work through your issue.

Consumer's Final Response

(The consumer indicated he/she ACCEPTED the response from the business.)

Their response is generally correct although certain details have to be worked out. Nevertheless, please withdraw my complaint and if I have issues I will contact the Revdex.com. Thank you.

Review: I received damaged goods covered by warranty that Design Furnishings is denying a claim to replace.

My purchase from Design Furnishings for outdoor patio furniture consists of (19) wicker pieces; (6) of which arrived damaged. There was NO damage visible on any of the boxes they were shipped in. I received my order on 5/20/13 and sent photos of my damaged table base - both with ripped wicker and unbalance table legs on 5/21/13 to design furnishings since all this furniture has a 3 year warranty. I received return correspondence from Design Furnishings on 5/24/13 stating that I needed to submit a photo of all 4 sides of the box that these items arrived in. These box for the table was kept since we thought we would be returning it since it was under warranty and clearly damaged during manufacturing, however it was on our deck and had undergone (3) separate rain storms so appeared to now be damaged. I received an email from Design Furnishings on 5/28/13 that my claim is being denied because my box is clearly damaged and my furniture was damaged during shipping. I explained to [redacted] "Customer Service Representative" that I took photos of my box 5 days after receipt and the box had since been worn and that it didn't arrive damaged and I was cut off and told my claim was denied and that was all. I don't understand how I can receive a product under warranty if damage that is clearly a manufacturing problem isn't covered. I also made note on 5/28/13 that a club chair has a bent leg as well as (4) of my dining chairs being off balanced and was told by [redacted] that these claims would be denied as well without looking at my photos. My boxes were not saved because there was no damage to them. How can a company claim to have a 3 year warranty on a product if they will not replace something that arrived damaged? Desired Settlement: I would like my table base, 4 dining chairs and club chair replaced by my warranty without any shipping or return shipping charges incurred by me. If there was damage during shipping, I would have noted it on the shipping ticket to the driver. None of the boxes were damaged on the exterior, any damage done inside a box is not the freight carries fault.

Business

Response:

Business' Initial Response

We have carefully reviewed your order and as we have discussed with you and your husband on the phone the fact that you did not notate damage to the boxes on your delivery documents as we instructed you to do in our tracking emails, we were unable to file a claim with the shipping/delivery company even though there was damage to the boxes. Your delivery agent identified the damage on their internal paperwork prior to delivery.

Because they identified box damage we were able to get them to agree to honoring a damage claim and we have agreed with you to ship you a replacement base for your table at no cost to you. We also discussed with you how to balance your chairs as it is common for the chairs to need balancing after delivery and can easily be done by you in your home.

We appreciate your patience as we have worked to correct the damage to your dining table. Please be sure to follow the instructions for acceptance of delivery for your table base when it arrives.

Consumer's Final Response

I would like to remove this complaint. The company has shipped replacement goods of my damaged merchandise.

Business' Final Response

It is unfortunate that you continue to use this public forum to complain when we have spoken to you and your husband several times, obtained proof of damage to your boxes from the delivery agent which obviously details there was damage to them and have already shipped out the replacement item and even emailed you the tracking information the same day as your recent complaint.

We always do everything possible to make sure our customers are satisfied and rely upon the personal exchanges we have with them to resolve any issues.

Your replacement will arrive soon as agreed and we appreciate you following through with your actions due to our willingness in this case to go beyond our normal damage/claim policies which are required by the shipping companies we use to provide you Free shipping.