Home Design Outlet Center

HDOC - the Good and the Not So GoodWe are doing a small bathroom remodel and needed an nice looking but not high-end vanity and found one at a good price while browsing onlineLuckily they have an outlet store near us and my wife went to look at the item and liked itThe GOODI place an online order and the item was shipped quicklyIt arrived on a pallet wrapped in plastic and strapped downThe boxes looked pristine so I did not make the driver wait while I physically inspected each of the or so boxesI then opened the vanity cabinet and it was in perfect conditionNext I opened the box containing the acrylic double sink top and found a large crackWow, I thought this is a bummerSo I called customer service and Gamze said send photos of the damageI did and soon received an email that a replacement would be sent "right away" next week as it was a FridayThe NO SO GOODEven though they agreed to replace the top, they wanted me to dispose of a pound acrylic double sink topI explained the damage to the original was caused by them and as a customer it was not my responsibility to dispose of their damaged goodsI told them I was not their warehouse or garbage companyAfter a number of telephone calls and email exchanges the finally agreed to have the damaged part picked up when the replacement was deliveredAnd this did infact happenThe driver, however, did not have the pickup paperwork, but I told him that the freight Dispatcher assured me that even if they did not receive the proper Bill of Lading from HDOC they would pick it up and work out the details with the vendorSUMMARY After being in business since you would think they have a process and procedure for picking up damaged goodsI was told by one of the nice people at HDOC that they just had a meeting to make sure this does not happen to another customerGreatBut after years in business they should have figured this out years agoEven though all the people I talked to at HDOC were very nice and friendly, I was shocked that I had to convince them that damaged goods are NOT the customer's problemAs the seller THEY are responsible for making the customer's experience smooth and problem freeYou are left with a heavy wood pallet that you must dispose ofThis is something that they need to fixSo maybe if you get local delivery from one of their stores it might go better, if you get a freight delivery make sure you inspect EVERY box even if they show no outward sign of damageIn the end I did get a replacement top in good condition and the driver did pick up the damaged goodsBut he did not have the paperwork I was assured was sent to the freight company and only after a phone call to the Dispatcher was the pickup assuredHDOC needs to improve the customer experience when things are damagedYou will see many star reviews when things went greatBut the true test of good customer service is when there is a problem

Back ordered faucet was shipped via *** TRACKING# *** and received ( signature proof is available) on 07/30/
Customer Service also checked with the customer and it is confirmed that the faucet was received
Thank you

I purchase a inch bathroom cabinetI love my new cabinet its the center of attraction in my bathroomThe guys were very helpful with loading the cabinet into my truckThank you guys! I would definitely recommend their bathroom cabinets

HDOC - the Good and the Not So Good...
We are doing a small bathroom remodel and needed an nice looking but not high-end vanity and found one at a good price while browsing online. Luckily they have an outlet store near us and my wife went to look at the item and liked it.
The GOOD...
I place an online order and the item was shipped quickly. It arrived on a pallet wrapped in plastic and strapped down. The boxes looked pristine so I did not make the driver wait while I physically inspected each of the 5 or so boxes. I then opened the vanity cabinet and it was in perfect condition. Next I opened the box containing the acrylic double sink top and found a large crack. Wow, I thought this is a bummer. So I called customer service and Gamze said send photos of the damage. I did and soon received an email that a replacement would be sent "right away" next week as it was a Friday.
The NO SO GOOD...
Even though they agreed to replace the top, they wanted me to dispose of a 120 pound acrylic double sink top. I explained the damage to the original was caused by them and as a customer it was not my responsibility to dispose of their damaged goods. I told them I was not their warehouse or garbage company. After a number of telephone calls and email exchanges the finally agreed to have the damaged part picked up when the replacement was delivered. And this did infact happen. The driver, however, did not have the pickup paperwork, but I told him that the freight Dispatcher assured me that even if they did not receive the proper Bill of Lading from HDOC they would pick it up and work out the details with the vendor.
SUMMARY
1. After being in business since 2004 you would think they have a process and procedure for picking up damaged goods. I was told by one of the nice people at HDOC that they just had a meeting to make sure this does not happen to another customer. Great. But after 12 years in business they should have figured this out years ago.
2. Even though all the people I talked to at HDOC were very nice and friendly, I was shocked that I had to convince them that damaged goods are NOT the customer's problem. As the seller THEY are responsible for making the customer's experience smooth and problem free.
3. You are left with a heavy wood pallet that you must dispose of. This is something that they need to fix. So maybe if you get local delivery from one of their stores it might go better, if you get a freight delivery make sure you inspect EVERY box even if they show no outward sign of damage.
In the end I did get a replacement top in good condition and the driver did pick up the damaged goods. But he did not have the paperwork I was assured was sent to the freight company and only after a phone call to the Dispatcher was the pickup assured.
HDOC needs to improve the customer experience when things are damaged. You will see many 5 star reviews when things went great. But the true test of good customer service is when there is a problem.

Review: We went to the Houston location 11/16/2013 and purchased 3 cabinets from Home Design Outlet Center. When we made the purchase [redacted] the only sales person working at the facility that day said the item was actually on sale and not for the price that it showed for online which was $745.00 for the [redacted] 27" Modern Wall Mounted Bathroom Vanity Set. We asked him to verify the price because we wanted to be certain and he went back to the warehouse made a phone call and came back out and confirmed the price of $175 each vs. the $745. He even showed it to us to confirm what was on the computer, they have cameras so this should be on tape. Now we paid for the items at $175 so total for 3 with tax came out to be $568.31. We made the purchase, signed our credit card recipt and we were given the invoice and copy of the sale transaction. Come Tuesday 11/19/2013. I get a call from the manager who refused to provide his name, he was rude, and said that we could not pick up our purchased items because of an error. We said that is a mistake because we double checked with your employee when the purchase was made. We asked how can a purchase be nulled when it has gone through and has been finalized? If an error was made that is between you and your employee. We made and finalized the purchase at the point of sale. He gave us 2 options to pay more or to get a refund for their error. We asked for our money back. However, we feel that this was a deceitful business practice and a breach of contract. We have a recipt from them of our purchase along with the credit card receipt, and a bank statement indicating the transaction went through. Documents can be furnished upon request.Desired Settlement: We want the items we purchased at the price we purchased them and paid for. It was a finalized purchase, therfore, we want what we paid for, and what both parties agreed to at time of purchase.

Business

Response:

Dear Revdex.com,

To whom it may concern,

In regards of the case # [redacted]; the customers walked into the store when the sales persons were occupied and they have been attended by our "sales person trainee" [redacted]. The vanities in question ([redacted]) belongs to our existing contemporary collection and the price is $745.00 as it is posted on our website so the customers testimony is correct. [redacted] has acted by the book and asked to get authorization from his superiors to confirm the promotion price, but what he did wrong was that, he did not pay attention to the item code. He meant to check the vanity code [redacted], instead he checked [redacted]-SC which is the matching "SIDE CABINET" of the same collection. This side cabinet is discontinued and has a promotion price of $175 (the original price is $245). Since he gave the item code wrong, he was quoted accordingly. Please understand that even the sink itself has a "replacement part" price of $195.00 of this item, let alone the full set; includes the cabinet (high tech self closing system drawers), one piece acrylic sink and matching mirror. Therefore, this was undoubtedly an honest mistake by a junior staff with a good heart to offer customer some discount. Thereafter, once we realized the mistake was made after an inspection, the store manager "[redacted]" has contacted the customer to explain the situation. The customer was provided with the correct price of the cabinet and offered with two options as customer stated. At this point customer has chosen the option of "return and full refund" and provided the credit card number voluntarily over the phone (as our business practice dictates, we never keep credit card information stored) and the money was ""FULLY"" refunded. As for the subject of the store manager not being polite and not providing his name, rest assured we value the customer's input regarding both the store manager and the sales person trainee and both will be penalized according to our company guidelines. Nonetheless, we are sorry for the customer's experience and we take refuge in customer's understanding of an "honest mistake by a junior staff". With respect we consider this matter closed to both sides satisfaction. Best Regards.

Home Design Outlet Center

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.

Review: My husband and I purchased a vanity/mirror combo along with a single hole faucet set (Model#1030) on 05/17/14 at the [redacted] showroom. They were to hold the order in their warehouse for late pickup. We went to pick up the order on 07/12/14. Upon loading out the order it was discovered that the faucet was missing and the store manager said it must have been given to another customer. He assured us he would order another and would have it shipped to our home address in 3-5 days. We called today (07/19/14)to find the status of the faucet. The store manager said it would be in in a couple of weeks on their next delivery truck and that he could not order it and ship without charging us the shipping. He was told that neither method was acceptable since we had a contractor that was to finish the bathroom this week and it would cost us addition to have him come back out. We should not have to pay the shipping for something that was pre-purchased and set aside for pickup nor should we have to wait for 2-3 weeks for our purchase. Please advise.Desired Settlement: Have them immediately order the faucet and have it shipped to us. We live in [redacted] and we should not have to drive all the way back to [redacted] to pick it up.

Business

Response:

Back ordered faucet was shipped via [redacted] TRACKING# [redacted] and received ( signature proof is available) on 07/30/14

Customer Service also checked with the customer and it is confirmed that the faucet was received.

Thank you

Review: I ordered a bathroom cabinet on line saturday feb 8 and the shipping cost on there web site said twenty dollars. they then called me and said that they made a mistake and that the web site should of said 140.00 for shipping but if I would give them 75.00 more dollars they would ship it . I asked if thats what the web site said why don't they honor that and [redacted] the rep on the phone said it was either the 75.00 more dollars or the order would be cancelled. My wife and I really like the cabinet. I told her that I went back to web site feb 10 and enterd my info again and the shipping price was still 20.00 dollars and she said they were trying to fix it. ?:?? I went ahead and gave her my CC info and payed the extra 75.00 dollars . My complaint is they should credit my 75.00 dollars back to me and ship the cabinet at the 20.00 dollar web site price. Thank You .Desired Settlement: 75.00 back on my card.