House of Denmark Reviews (%countItem)
House of Denmark Rating
Address: 12910 Olive Blvd, Chesterfield, Missouri, United States, 63141-6150
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Address: 12910 Olive Blvd, Chesterfield, Missouri, United States, 63141-6150
Phone: |
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I went to the store at Olive street on Sunday. I found some bar stools like to buy. It is a regular item NOT floor sample or sale items. I wanted 5 but only 4 available in store. The manager told me to either pay $120 deliver to me or pick up in their warehouse in Chesterfield. They will not even order from their warehouse to their store. That is crazy. Charge me $120. No I Think they will out of business by the poor service.
We received delivery of a leather sofa in our home on 11/29/17, that we purchased from House of Denmark. We notice after a couple of months the right cushion had a defect. I contacted House of Denmark in March of 2018, and my sales person*** was not in. I called several more times and he was still not available. I called again on 4/26/18 at 10:57 a.m., he was not available, so I asked the sales person *** who answer the phone if she could assist me. She gave me her personal cell number and asked me to send her photos of the issue with the sofa, and she would follow-up with me, but give her time to look into this issue. I had not heard anything, so I contacted the store again on 9/11/18 and spoke with the Manager ***. He advised me to send an email to *** Customer Service Manager. I've sent several emails in regards to the product warranty, and they continue to send emails back that do not address my concern with the warranty. This has definitely been an unpleasant experience. When the sofa was purchased, we were advised it has a one year warranty, which would be until 11/29/18. So, we have not had the sofa for a year, and House of Denmark should stand by the warranty, and the customer should not be penalized for defective products. *** responded that they can't take a sofa back that has been in a customer home this long. Again, the sofa is still under warranty. However, we reported this issue within for first 3 - 4 months of having it. But did not receive any follow-up from House of Denmark, until we reached out again on 9/11/18. We will appreciate Revdex.com assistance with resolving this issue with the warranty and product.
To whom it may concern,
Our store policy is clearly printed on the back of every customer's invoice and we would like your attention to notice three important policy statements.
Welcome to House of Denmark
Our Return Policy
All returns will be charged a 10% restocking fee.
NO RETURNS ACCEPTED AFTER 3 DAYS
SPECIAL ORDERS REQUIRE A 50% NON-REFUNDABLE DEPOSIT AND CANNOT BE CANCELLED
Shipping - We will ship orders with a signed shipping waiver releasing House of Denmark of any responsibility once furniture is turned over to the shipper. All payments on chip orders must be paid in the form of cash, check or money order before shipping. Credit cards will not be accepted.
"FINAL SALE" and "AS IS" Purchases are marked down and are sold in the condition they are in. No repairs will be made and no returns will be accepted. These dales are final.
ETA's - We import furniture from all over the world. We give the best estimate possible on arrival dates. House of Denmark will not be held responsible for delays by the factory or unforeseen circumstances.
The first being that we do not accept returns after 3 days. We acknowledge the customer did reach out to is in April 2018 however; that was still four months after delivery of the customer's merchandise.
The second is the policy that special orders cannot be canceled. The reason we bring this to your attention is because during the time that the customer was reaching out to us about her sofa, we also had discussions about her special order chair that had come into stock. We allowed her to return it because of her concerns with the sofa, even though it is against our policy. This would be the second time we make an exception for this customer (the first exception to be explained below).
The third point is about an "As Is" purchase that they customer previously made. This is important because it explains why we are unable to yet again make an exception for the customer. On the previous purchase the customer had possession of merchandise that was sold as "Final Sale/As Is". When the customer reached out to us unsatisfied, we allowed the customer to return their merchandise in order to purchase the sofa in question.
We have gone above and beyond our policy twice now for this customer, explaining our decisions with her along the way. Our service department has looked at the pictures that the customer has sent us and has determined that there is nothing wrong with her purchase. Therefore not a warranty issue.
Sincerely,
House of Denmark
Complaint: ***
I am rejecting this response because:
The business has clearly not discussed the warranty of this sofa. It is definitely a matter of their opinion that they think the sofa is fine. Everyone who has looked at the sofa in our home, can obviously see the defect. House of Denmark have the same sofa on display in the store, and it is not defected. I don't have access to the receipt at this moment, but do not recall anything about 3 days return. We were never advised of a 3 day return policy for this purchase.
In reference to the chair, we were not advised the chair was in stock until we followed up with them again in regards to the defective sofa. We definitely did not want to purchase any additional items from a company, who is not honest about their warranty.
The first sofa House of Denmark reference in their response has nothing to do with this defective sofa in my home. The first one just didn't fit the space, and didn't leave any walking space. I called the store immediately, and the only option offered was a store credit. That's how we ended up with the defective sofa. This company should be questioned before purchasing any products, being that they advised you it is under warranty. However, they will do nothing to honor the warranty. I've never seen a Company that's not willing to offer some sort of re- solution to resolve this issue with the customer.
Sincerely