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Direct Import Home Decor, Inc.

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Reviews Direct Import Home Decor, Inc.

Direct Import Home Decor, Inc. Reviews (7)

HelloThis customer called me to tell me their sink fell down. I sent a crew to the house to re-attach the sink. After that was completed, the customer called me to tell me they don't think we re-attached the sink properly. What we did to attach the sink is what we always do. It is a normal...

procedure. During the same call, I was told that when the original sink fell, it caused water to go all over their floor and in turn caused their floor to buckle, requiring them to replace their floor.  They told me this occurred because they filled the sink to capacity to soak some pots and pans, and then went into another room. Sometime later, they heard a crash and upon returning to the kitchen, noticed the sink had fallen and there was water all over the floor. The sink was installed by us along with the countertops 3 years ago. These sinks don't just fall down, as they are professionally installed. It is my assumption that the water actually overflowed for some time, and the overflowing water got between the sink and the countertop, which loosened the glue and caused the sink to fall. I also believe this same issue is what caused the floor to buckle. I did not hear about the floor replacement issue or anything about any water being found on the floor until after we went to the house to reattach the sink to the granite countertop free of charge. I normally charge customers to do that. Especially after 3 years. This situation was caused by customer neglect. Had I known what caused the sink to fall in the first place, I would have charged them to go there to re-attach it. Thank youStephanie W[redacted]

From: Stephanie W[redacted] <sw[redacted]@dihusa.com>Date: Tue, Feb 16, 2016 at 12:21 PMSubject: Re: [redacted] complaintTo: [redacted] <[redacted]@cleveland.Revdex.com.org>Cc: [redacted] <j[redacted].com>This is my response to the [redacted] complaint:We sold assembled cabinets to the [redacted]s....

They signed off on everything pertaining to the color/style they ordered, paid for, and received via our delivery truck. They signed off on the delivery paperwork and Mr. [redacted] began installing the assembled cabinets inside the home. During this time, Mrs. [redacted] came home and told him they were the "wrong color" cabinets. He said he did not realize this since he is color blind. At this point, they placed the blame on us citing confusion on the different names/colors/styles of our cabinets. Each color of our cabinets only comes in one style. You can not mix and match colors and styles. We offered to allow them to return the assembled cabinets that had not yet been cut for installation purposes with a 35% restocking fee per cabinet. We stressed that we would not take back any cabinets that had been cut/modified for installation because we cannot resell them in that condition. We offered a different style/color of cabinets at a discounted rate, and they refused the offer. Mr. [redacted] told me many times that we should replace his cabinets free of charge and if we did not agree to do so, he would simply drop all of the cabinets at our store. I explained to him again the restocking fees and our refusal to accept any returns of cabinets with holes in them. Ignoring my request, Mr. [redacted] and another man showed up at our back door, adjacent to our loading docks (this area is unauthorized to anyone except for employees) and they simply put the cabinets inside the building without authorization. They were not accompanied by one of our employees, nor did they stop in at the front desk before entering our building. I was able to confront them before they left due to the quick thinking of a plumber that I had working in my warehouse that day. He alerted me to the "strangers" that had entered the building through the back door. I had to pay one of my people to dispose of the cabinets with holes. The [redacted]s contested their credit card payment, and when I disputed, I won.I have attached pics of the cabinets he dropped on my dock and I have also included the letter I sent to the credit card company.

HelloWe installed the customer's bathroom in May of this year. We instruct our installers not to drill the holes for the faucet if it is not on site at the time of install. This rule is to ensure that the holes are drilled properly and will clear the back splash, etc. We do not know if the...

faucet that was on site at the time is the same as the ones she says she has tried to install since then.We sent our professional there to see if there were errors in the granite fabrication, measurements, etc. and he determined that there were no errors. However, he did fill the chip/divot in the front of the countertop just as she explained. We have sent her pictures of faucets that will work with her existing vanity top, faucet holes, sink, etc. and we've even sent her the link to places those faucets can be purchased from. Our terms and conditions clearly state that any and all discrepancies or concerns must be brought to our attention within a certain time frame, as does our post installation agreement....which the customers are required to sign at the completion of the job.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
According to this letter they state that there was no room for brackets.  The reason that there is no room from brackets is b/c they cut the granite wrong.  On our original invoice it shows there was to be a 1/4" overhang on the sink.  PLEASE feel free to come measure the overhang.  Why would they not have made enough room for brackets when the installation manual specifically states all sides MUST include brackets.  The baking sheets in the photo were not inside the sink when it collapsed just because there is a photo of them doesn't mean that is what was inside.  That was never told to anyone.  Those cookie sheets were stored underneath the kitchen cabinet and removed due to the water leak.  Again I will say how will water overflowing from a sink cause damage to the inside of a kitchen cabinet.  If they strive to stasify their clients why do they have some many negative reviews? The 5 star reviews have no experience attached with it.  Could it be the employees?  All the negative reviews explain why they are giving negative reviews.  Ours is the 2nd Revdex.com complaint in the last year.  Why is that if they are striving for customer satisfaction????? 3.33.3 of 5 stars17 reviews5 stars4 stars3 stars2 stars1 star917Please also check google for their 3 out of 3 one star reviews.  Melanie Prestage[redacted] 
I have attached a copy of our receipt.  Please see page 3 of 5 undermount kitchen sink cut.  [redacted] will mouth the sink if [redacted] install.  Stanadard cut out has 1/4" overhang.  If they would have installed properly in the first place brackets would have fit!  If they couldn't fit the brackets the first time how could they fit them now?????Consumer sent the following additional information to be added to their response:I wanted to add more to the previous email rejecting their response: The cups were holding up the garbage disposal to prevent further damage.  They removed the garbage disposal by the request of DIH due to them coming out to repair the sink. I just spoke with Mr. B[redacted] DOES NOT agree with these statements from their attorney.  He states he never agreed that the story does not add up.  If he didn’t believe the story didn’t add up he wouldn’t be pursuing a claim against them.  If he thought the attorney and Direct Import Home Décor was correct and was not at fault he would not be spending this time subrogating this claim. Thank you, [redacted] M. [redacted], CISR, API

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Dear Ms. [redacted]: In reference to the reply from Direct Import Home Decor Inc. In stating that their was no representation that the cabinets can be offered in different colors, while true there was No representation who stated that they could not be either. In failing to clarify the cabinets only are offered as shown, the sales department personnel failed to tell either my wife or myself that the cabinets displayed only come in the colors specified. We intended to purchase Espresso color cabinets and were very clear of this fact to our sales person, unfortunately, are sales personnel failed to tellus this fact at the time of the signing or switching from one cabinet style to another. Specifically, she left on the word Espresso and only changed the cabinet style during this transaction. If at this time, she would have told us of this, which as stated in previous correspondence is a step for clarification that all representative at Direct Home Decor are required or trained to do this situation would have never arisen. The sales persons lack of communication and the fact that the word "espresso" in front of the original name of the cabinet was utilized during the sale would lead the consumer to believe that the cabinet style specification and the color clarification on the document itself are required to fulfill the order. The omittance of the Espresso in front of the cabinet style on the typed up sales clarifies the step that the sales person failed to perform. The difference between the two documents is the crux of the problem. Why on the original document was the word espresso utilized if this company doesn't offer color options. The inclusion of the color clarifies our position, and the colors omittance on the second sales receipt validates the problem. The consumer in this case is not aware of the policy and the sales person in this case failed to expressly clarify the change in cabinet style effectively chages the color. As they stated, the sales person can't agree to this but if she fails to clarify or Omits the change effects the color specified, this in itself is subversive in making sure she attains the purchase from the public. If the cabinets were returned upon delivery, we would have still by their own policy be required to pay a re-stocking fee that covers most or all of the customers cost of the cabinets.  So when they state that this doesn't benefit DIH, although true it doesn't hurt them either, they still haven't lost a cent in the total cost to the company.    Unfortunately, I'm color difficient, otherwise I would have rejected the cabinets at the time of delivery and by their own account had to pay a restocking fee. This business is well aware of the impact of this to their sales dollars in the fact that their re-stocking fees themselves are exhorbantly high and by themselves keep the company out of any financial risk in circumstances where they have made errors internally by the omittance or clarification.  Additionally, seems somewhat humorous that the store mentioned that if the cabinets came in differrent colors they would install a sign stating that, but since their cabinets only come in one color as they have claimed no signs are necessary. Clarification for colors if available but NO clarification on their primary sales.  In so far as me dropping off the cabinets, at the time, no acceptable concessions were communicated, and the hostility of both the Supervisor and the resident manager led me to believe that we were not going to work this out without myself burdeneing the financial "costs" associated with the "actual built costs" of the cabinets. The "thirty day" window of opportunity as stated in their documentation would have made me liable for the total purchase costs even though we were in communication during this time frame.  Additionally, the boxes were not placed on anything other than a concrete floor, we took pictures of the boxes as they were delivered to the back dock to make sure  DIH attempted to make a "claim". SO again DIH has perpetrated a "Lie" and clearly does not have the integrity necessary to properly perform business.  
Regards,
[redacted]

We allowed the customer to refuse delivery because she was not happy with the condition of the product. She onlyl had our drived open 4 of the cabinets, and just assumed the rest of the cabinets in the truck were of a similar condition. I spoke to the customer and told her I would have the cabinets...

unwrapped here once they returned and we would inspect them internally with upper management to see what the issues are. After inspection, we found that the condition of these new, assembled cabinets is the same as all of our cabinets. They are not damaged and they operate properly. We asked the customer to please come to our warehouse and show us exactly what it is that she did not like about the cabinets. She said she would not do that and insisted on a full refund. The customer stated that her cabinets appeared used and not the same as the cabinets we have in our showroom at our store (which is what she looked at to base her decision to order from us in the first place). Upper management offered her a significant discount to keep the cabinets since she was so unhappy. She accepted the discount and told us to deliver on Saturday. Since she still refused to come in and look at the cabinets before we delivered, I took pictures of her cabinets and sent them to her. I also took pictures of our showroom cabinets and sent them to her. The pictures of all cabinets are the same. Upon seeing the pictures, she told me she did not want them and insisted on a refund. We will allow the customer to cancel the order, but we will have to charge a 35% restocking fee for each cabinet. The cabinets are assembled as to the customer's request, as this is an option she paid for. Since the cabinets are already assembled, we cannot sell them as "new" anymore. This reason, along with the labor needed to re-wrap the cabinets and put them back on the shelf, is the reason for the 35% restocking fee. We will not be providing this customer with a refund, as she did not give us the opportunity to rectify the situation. If her cabinets were substantially different than the ones on display in our showroom, then I could understand this. But they are not. They are the same.

Business sent the following update:Sorry, my accounting dept. just told me that we actually did give a refund to [redacted] yesterday, 1/4. So she will have to get with the cc company to remove the dispute because now we are out double the amount. I will also contact the cc company. -- Thank you! Stephanie W[redacted]Operations Manager

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Address: 4979 West 130th Street, Cleveland, Ohio, United States, 44135

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