Dorofee Enterprises

Review: made a purchase online for wicker chair with cushions and a ottoman with cushion...found out that we only purchased the cushions...deceiving ad....and they will not take the cushions back...spent $368.00 and can't use them. I looked a chair and ottoman online and ordered it and then the website took me to pick out the cushions for both....Received the cushions but no chairs....Call the owner **. [redacted] and he refushed to help us out and would not let us return the cushions. The advertisement showed both a chair with the cushion very deceiving.Desired Settlement: Would like to be able to send the cushions back and get our $368.00 back

Business

Response:

Re: Complaint 11/13/13

The customer ordered the cushions from our cushion website Wicker Cushion Online.com. The website makes it perfectly clear that the price the customer paid is for cushions only. A Nantucket chair retail starts at $1040.00 and the ottoman starts at $789.00. Obviously the $368.00 paid represents the cushions only. I am sorry that they mistakenly thought they were getting furniture. On checkout the customer has to confirm that the cushions they order will fit their existing furniture. Here is a copy of the disclaimer

Cushion Size Disclaimer*

We make many different sizes of cushions. Please double check your sizes with the sizes listed on the product page to be sure you are ordering the correct cushions. We cannot accept returns on items that are ordered incorrectly.

- Yes, I have checked my measurements.

- I am ordering only samples, fabric or throw pillows.

Our return policy from the website states.

All of the products we sell offer custom options with cushions that are made to order. Therefore any order changed or canceled after the order had been put into production is subject to a 25% restocking fee. Since all replacement cushions are custom made, we cannot accept any returns after cushions have shipped. Please double check all measurements on replacement cushions to ensure that you have the correct cushion, if in doubt please call. We cannot accept any returns for any item that was ordered incorrectly.

Please understand that during our peak season from April through July your order might not ship out for 5 to 6 weeks. Your credit card is charged for the full amount when you place your order and a refund will not be issued if the fabric has been cut.

Every item we sell is carefully inspected before it is shipped. When your order arrives, be sure to inspect it to be sure you received the right products and they were not damaged in transit. If you notice damage call us a at [redacted] as soon as you can to report the damage or discrepancy. In rare cases of concealed damage, please call us within 5 days of delivery and we will be happy to address the situation. We will pay for return shipping and replace the incorrect product.

Attached is a copy of the original sales receipt showing the product description stating the items are cushions, not furniture

Thank you.

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because:

We were on the website and we were selecting a chair with an ottoman and after we selected the chair the website took us to the selection of fabric and we made that selection. Once we were finished we were asked to make sure the size was correct and we made the choice. We chose the color and the fabric at that time. The website is deceiving and we feel we were taken advantage of. We want to give back the cushions and receive our money back. I have attached a copy of the chair that came up at the end of our purchase. We in no way were only ordering cushions. We have no chairs for these cushions and I can not believe that they can't re-sell these items or that they were specifically made for us. I went back into the website and followed through with the same results.

Regards,

Business

Response:

11/22/13

Regarding Complaint #[redacted], even though the customer ordered the cushions from a cushion website and our policy states - All of the products we sell offer custom options with cushions that are made to order. Therefore any order changed or canceled after the order

had been put into production is subject to a 25% restocking fee. Since all replacement cushions are custom made, we cannot accept any returns after cushions have shipped.

I am willing to offer them a refund less the 25% restocking fee and the shipping charges incurred by us to ship them the cushions. The restocking fee is $92.00 and the shipping charges are $50.92. They will have to pay to return the cushions to us. I will issue the refund after the cushions are received by us.

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. I need to know how you want the cushions wrapped or how to send them back and is it alright to use UPS? I want to thank you for re-considering and allowing me to return the items. Although I feel that the $92.00 is steep to restock and now I will be paying the shipping coming and going when the original order was shipped free. This will be a total cost to me of approximately $194.00. I understand that the cost of $92.00 and $50.92 will be taken from the original $368.00 and you will be returning $225.00 to me upon receiving the cushions back. Let me know how to return the items and I will take care of it right away. How long after you receive the cushions will it take to return my money? I look forward to hearing back from you as soon as possible. Once again this is a huge cost to me, but I do thank you for re-considering.

Regards,

Consumer

Response:

Letter