Design Toscano, Inc.

Initial Business Response /* (1000, 5, 2014/09/26) */
In response to your complaint I would first like to apologize for any inconvenience caused by the inadequate customer service you received from us regarding the ornaments
Unfortunately, the Frost the Gothic Dragon ornament does
not have a "faux" gem stone on it's chest although I would agree that in the picture of the item it might look like there is or should be something there.This situation should have been addressed properly with you the first time you inquired about this item not having the "faux"gem stone
We have refunded you $the amount you originally paid for the ornaments,and of course keep the replacement ornaments that were not checked before being sent to your
Thank you
Design Toscano

Initial Business Response /* (1000, 5, 2014/09/19) */
Although the product is ours as stated by the customer in the complaint it was purchased from one our affiliatesWe have checked our records and to date we have not received any notification from this affiliate that a customer has a
problem with the itemDesign Toscano will stand behind our product and we will replace for free but the request must come from the company that she purchased the item fromPlease contact Wayfair as they would have all the information regarding the customer transaction
Upon receipt of notification from Wayfair we will send replacement, if customer wants refund they will have to request from Wayfair since that is who processed the transaction
Thank you
Design Toscano
Initial Consumer Rebuttal /* (3000, 7, 2014/09/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Attached is my invoice from WayfairI have contacted them and requested that they reach out to you, however, this should not have any bearing on a replacementI have provided proof of purchase and that is all that should be necessary
Final Consumer Response /* (3000, 10, 2014/09/24) */
Wayfair has contacted me and informed me that they have been in contact with your company to answer your questions and resolve this issuePlease uphold your promise and replace my product
"Hi ***,
Thank you for the emailI am contacting Design Toscano to work with them in getting this taken care ofI will follow up with you via email and let you know the update on this
If you have any further questions, please contact me
Thanks for shopping with Wayfair.com
Sincerely,
***
The Wayfair.com Team"
Final Business Response /* (4000, 12, 2014/09/26) */
Replacement has been sent by Wayfair and it shipped 9/New ***
Thank you

Initial Business Response /* (1000, 5, 2014/09/26) */
In response to your complaint I would first like to apologize for any inconvenience caused by the inadequate customer service you received from us regarding the ornaments
Unfortunately, the Frost the Gothic Dragon ornament does not have
a "faux" gem stone on it's chest although I would agree that in the picture of the item it might look like there is or should be something there.This situation should have been addressed properly with you the first time you inquired about this item not having the "faux"gem stone
We have refunded you $the amount you originally paid for the ornaments,and of course keep the replacement ornaments that were not checked before being sent to your
Thank you
Design Toscano

I have ordered from this company for the last or years and have always been extremely satisfied with the product and price

I was very pleased with my order and delivery of the Fisherwoman and Fisherboy Statues

Initial Business Response /* (1000, 5, 2014/09/19) */
Although the product is ours as stated by the customer in the complaint it was purchased from one our affiliatesWe have checked our records and to date we have not received any notification from this affiliate that a customer has a problem
with the itemDesign Toscano will stand behind our product and we will replace for free but the request must come from the company that she purchased the item fromPlease contact Wayfair as they would have all the information regarding the customer transaction
Upon receipt of notification from Wayfair we will send replacement, if customer wants refund they will have to request from Wayfair since that is who processed the transaction
Thank you
Design Toscano
Initial Consumer Rebuttal /* (3000, 7, 2014/09/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Attached is my invoice from WayfairI have contacted them and requested that they reach out to you, however, this should not have any bearing on a replacementI have provided proof of purchase and that is all that should be necessary
Final Consumer Response /* (3000, 10, 2014/09/24) */
Wayfair has contacted me and informed me that they have been in contact with your company to answer your questions and resolve this issuePlease uphold your promise and replace my product
"Hi ***,
Thank you for the emailI am contacting Design Toscano to work with them in getting this taken care ofI will follow up with you via email and let you know the update on this
If you have any further questions, please contact me
Thanks for shopping with Wayfair.com
Sincerely,
***
The Wayfair.com Team"
Final Business Response /* (4000, 12, 2014/09/26) */
Replacement has been sent by Wayfair and it shipped 9/New ***
Thank you

I am not sure whats going on at design toscano Inc. but I have been experiencing some not so good times with this company, first I saw a statue on another site that was made just like alot of statues (gargoyles) that they sell and and when I inquired about I was basically blown off. and then I went to make an order for a handful of things and was rudely told that none of the sales or coupons that are advertised on the web site were allowed to be used.I was going to call customer service but realized its the same number as everything else. Are they going out of business? How can they advertise 20% off and not honor it.

Buyer Beware! This company sells poor quality, Chinese-made junk! I ordered a few items for gifts, and every single one had major flaws! The statues had very ugly, uneven finishes, and nicks in the resin. For a 100 dollar item, the finish needs to be smooth with no imperfections! I returned those. I also ordered a large sculpture, but the box was crushed in places, with holes in it! The box looked like it had been through a tornado. It was open on the bottom! The item itself had an uneven base which made it wobbly, and a huge crack in the base. But the worst of all was yet another hole in it! The hole went all the way through. I returned it. Ridiculous. This company needs to inspect their items for quality control. I ordered 4 items from them and every single one had holes in it! If I am spending my hard earned money for something, it has to be flawless. And all of them were made in China. Avoid this company if you want quality made items!

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], I replied to their email on 11/22/15 copy below
Morning [redacted], thank you for the response to Revdex.com, the item was purchased from [redacted] see below. The Lion was brought indoors during the winter, it is in good condition except the paint has faded. My phone number is [redacted] if you wish to discuss.Regards[redacted]   Order Details Ordered on June 23, 2014 Order# [redacted] Shipping Address [redacted] Dr[redacted]       United States Payment Method [redacted] Order Summary Item(s) Subtotal: $197.95 Shipping & Handling: $0.00 Total before tax: $197.95 Estimated tax to be collected: $0.00 Grand Total: $197.95                 Items shipped: June 24, 2014 - [redacted] ending in [redacted]: $197.95 K[redacted] Sold by: [redacted].com LLC $197.95 Condition: New

Design Toscano employs a deceptive bait-and-switch technique. They depict high quality items on their website but when you receive the product it is a much cheaper rendition of the product depicted on the website. When I contacted them asking them to send me the product depicted on their website they admitted they could not do so because they did not have it. Yet they continued to maintain the deceptive product images on their website. This occur for multiple products. When I posted to their [redacted] asking about these issues they deleted the postings. This is not an honest business.

Initial Business Response /* (1000, 5, 2015/07/31) */
In response to your complaint I would first like to apologize for any confusion that occurred in regards to the two orders placed with us. Please find below an explanation of the various points made in your complaint.
- Difference in the price...

quoted and the amount authorized on your credit/debit card-
Both orders were placed with the same CSR in our call center and apparently she was having difficulty getting the offer code to work in our computer system. This offer code applies any discounts to the order if applicable. One order reflected the discount and the other did not. This was a mistake on the part of our employee rather than a case of deceptive sales practices and we would have been able to rectify this error if given the opportunity either before or after the order shipped. Again we apologize for the error made and this situation has been reviewed with the CSR who entered the order.
- Credit card orders are authorized prior to shipping to insure that the credit card is a valid card; we do not receive any money for an authorization. Credit cards are not charged until we ship the merchandise at which time we will receive payment.
- If the credit card used was actually a debit card (which we have no way of knowing) the dollar amount of the order(s) may be held by the customers bank depending on the terms of agreement with the issuing bank.
- Even though we received an authorization on the credit card which tells us it is valid credit card on larger orders we also perform an address verification to make sure that we have the correct billing address of the customer before releasing the order to our warehouse for shipping. This is done to protect both the customer and the company from a fraudulent use of a valid card.
According to our credit card processing company the address provided was not correct so that is why we contacted you to verify this information.
Per your request the following actions have been taken in regards to your orders-
- Both orders were canceled and notification by email was sent with confirmation of this request. No refund was issued as we never charged your card; authorizations automatically drop off when a transaction is not completed. However, we did contact our processing company and ask that the authorizations be reversed as soon as possible. Again this is ultimately up to the issuing bank of the card to drop the authorization and release any money they are holding.
Thank you for giving us the opportunity to clarify the issues with your transaction.

Thank you for your inquiry and I apologize for the delay in responding.All of our garden statues are meant for outdoor use and have a UV component in the paint. However,  with all painted items especially those with a lot of bright colors there will be fading over time  If asked...

 we recommend to customers that if they want to maintain the colors over a period of time spraying with a clear coat finish for resin will help with that process. I apologize that this information was not relayed to you at the time of order- I am also checking to make sure the "care instructions" are added to our web site for this product. In the event a customer encounters a problem with severe fading or cracking on an item within a year we will provide  a free replacement for the item and I apologize  that this option was not offered. We would be more than willing to send a free replacement, but I would need to have the original order number or the name of the person who ordered the item as we find no order in our system under the name and address provided. Possibly the item was ordered as a gift and may be under a different name and or address.I can be contacted with this information  via our customer service email address at [email protected] - please mark the email to the attention of [redacted] MatejThank you for giving us the opportunity to rectify this situation.

Thank you for your inquiry and I apologize for the delay in responding.
All of our garden statues are meant for outdoor use and have a UV component in the paint. However,  with all painted items especially those with a lot of bright colors there will be fading over time  If...

asked  we recommend to customers that if they want to maintain the colors over a period of time spraying with a clear coat finish for resin will help with that process. I apologize that this information was not relayed to you at the time of order- I am also checking to make sure the "care instructions" are added to our web site for this product. In the event a customer encounters a problem with severe fading or cracking on an item within a year we will provide  a free replacement for the item and I apologize  that this option was not offered. We would be more than willing to send a free replacement, but I would need to have the original order number or the name of the person who ordered the item as we find no order in our system under the name and address provided. Possibly the item was ordered as a gift and may be under a different name and or address.I can be contacted with this information  via our customer service email address at [email protected] - please mark the email to the attention of [redacted] Matej
Thank you for giving us the opportunity to rectify this situation.