Design Furnishings

I purchased a patio set from Houzz a couple years ago and wanted to purchase replacement cushions and covers. I was excited to find out that Design Furnishings was the merchant for Houzz and had the items that I was looking for! However, since there were similar models on the Design Furnishings website, I wanted to contact the sales team to verify that I was purchasing the right ones.

This is where I ran into an issue. The phone representative wrote down my name, phone number, and email address and let me know that someone from the sales team would get back to me. I didn't hear back for several days, so I called again. Same process with no response. So I try a third time. Although the phone representative said she understood my frustration, she was not going to do anymore than simply take my information once again, and I should wait for the sales team to contact me.

I'm fairly confident that the cushion and cover listing is correct and matches my outdoor set, but this experience has left a sour taste in my mouth. I'm so disappointed, because I can't justify making a purchase from a retailer that doesn't seem to care. The search continues.

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 patioHe 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 apologize for any inconvenience We sent a request for the carrier to pick it up but there was a delay in them getting it scheduled It has since been picked up and returned to our warehouse and we have authorized the refund through *** Sorry for the problem and we hope to have the opportunity to serve you again in the future

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 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

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

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 boxThis 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

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

I am rejecting this response because: Design Furnishings response suggests the full responsibility lies with the carrierJason Titus, operations manager for [redacted] shippers out of Syracuse, NY will certainly provide a supporting statement if necessaryI can provide you with his direct contact information upon requestI agree that the carrier did take longer than usual to deliver, but my complaint has nothing to do with the length of delivery timeMy 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 hours, the missing pieces would be shippedAfter weeks, calls and multiple emails to Design Furnishings, I still had no resolution, nor had Design Furnishings shipped the missing piecesI was denied contact with customer service through their secretary/receptionistOver that period, I had left multiple messages with the manager '***' without response, but who has since reached out to meIf that was strictly as a result of this complaint, I will never knowAs 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 choiceThis has been the worst experience with customer service from of retailer everUnfortunately 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 orderDue to this experience, I requested a $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 detailAs the business owner, she should understand how her customers are treatedI wish I had read the reviews on Yelp prior to making this purchase, I would have bought the furniture from another retailerPlease contact me if you need further details

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 sets of cushions so she would get 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

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 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

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

I am rejecting this response because:This email is to confirm my telephone conversation with a Revdex.com representative this afternoon I informed the repthat my computer froze while checking my messages from Revdex.com and I had to restart the computerDuring that process it somehow click accept the terms and the Revdex.com closed out my filePlease note that I would like to reopen this claim as I do not agree with the termsThe 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 allI 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 shippingI 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 policyIf they do not change their policy, this issue is bound to occur with future customers.***

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

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 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

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

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]