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European Country Living, Inc.

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Reviews European Country Living, Inc.

European Country Living, Inc. Reviews (2)

[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]
 Complaint: [redacted]
I am rejecting this response because:
European Country Living, I believe is offering a full store
credit, but even at that I’m not certain. 
European Country Living does not take any responsibility for the lack of
delivery and they place the entire penalty on me, the customer.  Their attitude seems to be “if you didn’t order it,
you wouldn’t be waiting because, we aren't responsible”.  Why would I
want a full credit at a store that can’t get product delivered in a reasonable
time frame.  What can I buy that meets my requirements and can be delivered in one week?  The right thing to do back
in September 2013 when they learned the products were running late and probably
had not even been started in production would have been to give me (and all
other customers in the same situation) the opportunity to cancel with a full
refund.  They did not do that.  They lied to all of the customers.  They stretched us out month after month and
said “it is out of our hands”.  What a
horrible furniture store.
The response from the manager at European Country Living (ECL)
did not in any way disagree with the facts that I presented in my
complaint.  In fact, the manager
specifically stated “I have to say I agree with the client that no one should
have to wait this long for furniture and this has been very unfortunate but we
cannot be held responsible for manufacture delays”.
The ECL [redacted] store manager indicated in her response
that [redacted] is an employee in Germany and not the owner.  I have attached a PDF document with 6 e-mails
between myself and ECL with the responses from the ECL [redacted] manager and
[redacted] himself with no indication that he is only an employee. 
We ordered our furniture in good faith on June 23, 2013 with
the knowledge that it could run 12 to 16 weeks. 
When the 16 weeks expired, I asked for “a carrot” and European Country
Living offered a $250 cash or $500 store credit.  I accepted the cash refund to my credit card.  I was assured a number of times that the
products would be received by the end of 2013. 
We know that is not what happened and here we are on March 29, 2014 and
allegedly a portion of the product is in route.
European Country Living is delusional is stating that they
have no responsibility to a customer. 
They are essentially saying, “even if this took 5 years for delivery
(when we told you 12 to 16 weeks), you are stuck with no options”.
If this had been a mail order item, Federal regulations
would have required European Country Living to notify me in 30 days that the
product could not be shipped and would have to offer a refund.  Why not in this case?
I cannot have my credit card company pull back payment
because I forfeited my rights after I paid the balance in full in August
2013. 
Until the response from ECL to the Revdex.com, the store manager
never offered me a full  store credit (if
that is actually offered).  However, that
is insufficient.  I do not want a store
credit, I want the remaining balance of my payment refunded.
ECL has provided a cash refund to a customer as documented
in a Revdex.com complaint posted 11/17/2013, a section from ECL states “Even though **.
[redacted] signed the Purchase Agreement and understood the conditions of the sale,
we refunded the chandelier in the full amount of $696.50 (please see enclosed
Receipt [redacted]) on Thursday, September 19, 2013 even though we were under no
obligation to do so.”.
ECL can and has given cash refunds.  Unlike the Revdex.com complaint referenced, the
Bureau and Night Stands purchased were not marked as special order. 
When ECL offered a $250 cash or $500 store credit, they
essentially showed their hand in saying that their gross margin is about 50% on
any given item.  When we purchased our
items, we negotiated a 15% discount (no sale was running at the time) and upon
receipt of the additional $250 refund, we have essentially received a total of
a 26% discount off of original price. 
After months of living with out the bedroom furniture we really need, I just want my money back but, at a minimum, ECL
should not be making money on this order. 
On January 30th after being told of yet another delay, my
e-mail response to the ECL [redacted] manager stated:
I really just want my money back but, at a minimum, ECL
should not be making money on this order. 
On January 30th after being told of yet another delay, I my
e-mail response to the ECL [redacted] manager stated: 
“I have to say that I am stunned. 
I need more bones.  ECL has had my money
for way to long and you should not be making any profit on this.  This
order (and the ones for all of the other affected customers) should be at
cost.  ECL owes it to us.”
The ECL [redacted] Store manager never responded. 
I want my money back.  I’m sure
they can ship the "non special order" bureau and night stands to a customer with a later order so
that they can maybe get their items a month or two sooner.
Regards,
[redacted]

March 18, 2014
Dear Anita Horne,
Dear Anita Horne,I am responding to the complaint that was received on 2/17/2014 ID#[redacted]I understand that you may edit my response as well as you asked not to mention anything that personally identifies the customer, I would also like to...

ask for our names to be left anonymous as I have rights as a store employee, I am not the owner of this business I am the store manager and would like to be referred to as That if you post this complaint. One of the other names that was mentioned as the owner was incorrect [redacted] is an employee in Germany and not the owner.Details of the complaint:The Client did order a dresser and 2 night stands from the [redacted] Reclaimed bedroom collection in our store on 6/23/2013 and paid $2039.37 He was told at the time his order was not in stock and could take from 12-16 weeks because it is coming on a container overseas, in the 2 months that followed we were fold by our owner who places at! these orders that there would be a manufacturing delay. At this time I wrote letters to all clients who had purchased this bedroom collection offering them either a refund to their credit card for $250 or a store credit for $500. He chose to receive the $250 refund to his credit card which we processed, I still was not sure of an ETA from this manufacturer or the owner of when this container would arrive with our furniture, so this is why I invited the client to email the owner with his complaint. It is true what [redacted] in Germany told him that we have used this manufacturer for years prior and have not had this problem. When I contacted the manufacturer myself through email he apologized for the delay and explained to me that due to his expansion the production had been held up but assured me that the first containers with that bedroom collection would go out 1 /29/2014. So with that information I wrote a letter to this client and all the rest of our clients that ordered the collection explaining the delay and the dates that I was given. This client asked me for a shipping manifest but we do not give that private information to our customers. Than when 1 received the second notice of shipping from the manufacturer I sent all clients another letter stating which pieces of the bedroom collection were being sent and when.I he client states "At this point I simply do not believe the items will in fact be shipped."I know that they are being shipped because the manufacturer has contacted our freight forwarder to arrange the booking,I have to say I agree with the client that no one should have to wait this long for furniture and this has been very unfortunate but we cannot be held responsible for manufacturer delays.It has only been this past couple of years that the manufacturers themselves have been suffering too with this tough economy and we have been having many issues, I would like nothing more than to have everyone get there furniture in the time frame that our purchase agreement states 12-16 weeks but for some that has not been the case,Arrival Time is stated on our purchase agreement that we have every customer read and sign,I will enclose with this letter a copy of his receipt as well as the purchase agreement that he signed and dated, I am also including a copy of the refund he was given. As stated on our purchase agreement we can offer only a store credit, the owner does not allow refunds, and this client signed that agreement.It is very difficult for us as a small business to refund every client that has ordered furniture that has been delayed. We are not in a position financially to refund everyone, as the money that is paid from the clients goes right to the manufacturer.Thanks very much for giving us the opportunity to present.Respectfully yours,

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Address: 1006 King St, Alexandria, Virginia, United States, 22314-2923

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www.europeancountryliving.com

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