Kardiel Inc.

I would like to share my experience with Kardiel, I had been scanning the internet for a new sofa, I saw 2 I really wanted, a teal velvet one from Article and an off white boucle loveseat named Miranda, I chatted with Kardiel and decided to buy the Miranda loveseat, I still plan to buy the teal velvet one too ! I was a bit concerned about buying a sofa that was located so far from my home, it would be traveling from Washington state to Pa. I received the info regarding my delivery date and sure enough it arrived safe and sound on the scheduled day. We opened the large box and I can honestly say it was packaged very well and my loveseat is gorgeous. I have 3 dogs and a cat
so time will tell how it will hold up, but I’m very happy with my new curvy boucle loveseat it looks good and is comfy too

Kardiel claims to be a family owned,quality furniture company I purchased this item and the matching sofa .Not only was the color nothing like it was on the computer ....the quality is very poor .I contacted customer service 2 days after purchase and stated the cushions and the back of the couch were very wrinkled. Additionally the cushions hang over the edge of the seat ruining the clean lines of the pieces .The arms are also much more narrow then they appear on the picture.

I sent pictures for them to review regarding return. I was told that it was deemed" industry "standard .And if I wanted to return items it would be at my cost of over $500.00 .Or if I wanted to keep it they would give me an 80.00 credit back to my charge card .For my disappointment I guess ?

I had been looking at furniture in stores for months before I purchased this and had seen a lot of furniture .This is below the quality of any item I have seen or purchased .Buyer beware this is not worth the price .I am currently working with my bank to retrieve at least a portion of my money as I am now stuck with it .

Review: I purchased a Hans Wegner style chair & ottoman from the Kardiel website. the total with tax and free shipping came out to be $966.60 When it was delivered to me the box had extensive damage with several puncture holes. There were 2 big holes on the bottom that looks as if someone ran into it with a pallet jack. (Like the one that delivery driver was using to take off the truck)The chair didn't look anything like the images online, the material color on the chair and the ottoman didn't match. I called back to return the chair & ottoman, and asked what was needed in order to receive a full refund. She told me to pack it in its original box and have it shipped back or deliver it myself. So I personally wrapped it with extra care to ensure it's safe delivery to the store in Sacramento on 7/11I was told that [redacted] would get back to me on 7/13 which she never did.I figured that it would take a few days to get the money back into my account,so I waited. Finally I called them on 7/17 she said there had been some damage to the chair and I would have to wait till Monday for someone to check out the damage. she sent me photos of the damage, theres a tiny tear in the upper right hand corner. I went back to a photo that I took while the chair was in my house and I noticed the same tear was already there. So it was shipped to me with the damage. Another thing they're accusing me of is damage to inside of a wooden leg. There is no way that could of happened while in my possession. After being very patient I noticed on 7/21 that I did receive a partial refund of $766.60 -$200 they said was for damage. She mention that I was lucky to get that back because they valued the damage at $300. I later called back and asked to speak to a manager regarding the rest of my refund which they refused. [redacted] said their decision was final, and there wasn't anything more they can do for me.Desired Settlement: I would like my full refund back because I wasn't at fault for the damages to the chairI felt confident in purchasing a product due to their good customer reviews online. unfortunately I had a very bad experience and they shouldn't treat their customers like they're at fault when they are not

Review: On Nov 8, I ordered a [redacted]. The order did not go through because my bank did not authorized the charge. I have to call my bank to authorized it then went back to [redacted] to reprocess the order. I did not aware that it create duplicate order until I call Pilot Freight for pick up. The gentlemen that I work with told me I have two tub need to be pick up. I told him I only order one and will only pick one up. So here is the detail along with the attachment/information that [redacted] from Pilot Freight provide to me today. * I pick up order end with [redacted]. on November 18, 2015 at 6:45 PM. I include the attachment name with the tracking number on this email as such. * I refuse deliver order end with 1003. I also include that delivery slip which indicate the same thing. The time is 13:45 because that is when I spoke to gentlemen over the phone. He wrote that on the delivery slip as you can see the hand writing difference than my hand writing. Today, as I when to Pilot Freight to investigate this. I spoke to [redacted] who is the nicest and most helpful person I ever talk to include anyone from [redacted]. She also provide me with the tracking number where Pilot Freight forward the refuse delivery to per [redacted] direction. Please reach out to [redacted] from the shipping company directly to verify this information that provide. Again, her name is [redacted]. I can provide a detail tracking number and phone number for the shipping company if request as this form does not allow me to enter the phone number here.Desired Settlement: Refund me the duplicated charge for this duplicate order.

Business

Response:

The customer placed two orders on [redacted].com. We shipped two orders to the client. The client received and accepted delivery of two orders and then contacted us and stated - we only ordered once on [redacted]. The orders are placed on [redacted] on different days. We contacted [redacted] and they said that the customer indeed ordered two tubs, there was no issue in the [redacted] website and we processed the orders correctly. After this confirmation, we authorized a return to the client and provided the client the price for return shipping freight. The customer did not want to have to pay to return, said it was [redacted]s fault, and started a claim with [redacted]. This claim [redacted] denied.

Review: I bought an egg-chair set from Kardiel that has started deteriorating as soon as it arrived. It is creaks loudly and has finally fallen apart. The ottoman tool has a large deformed part that an attempt had made to mask by stretching the leather over it. Using it caused me backache and knee problems. Since Mid-February I have been asking them take action and rectify this issue, but they kept ignoring me. In August, I asked for a replacement because the chair had become unusable. Their warranty department instead requested a video of the defect which I sent. I still have not heard from them since. My knees and lower back are hurting so badly from sitting on a broken chair and from using the ottoman as a seat since the chair went out of commission.

Product_Or_Service: Egg Chair & Ottoman, Black Premium Leather

Order_Number: XXXXXXXX

Desired Settlement: DesiredSettlementID: Refund

I want the $1169 that I paid Kardiel for the egg-chair to be refunded to me so that I may use it to purchase another chair as soon as possible.

Business

Response:

Initial Business Response

To Whom It May Concern:

Mr. [redacted] purchased this chair in february. His complaint initially was concerns over the chair ottoman. Not the chair. After attempting to trouble shoot the ottoman issue for the client as he is on the opposite side of the country we offer to order a replacement cushion for the client. The ottoman during this time remained with the client for use until his replacement arrived. Replacement items do take time to arrive, the manufacturers had their engineers inspect the item issue the client had and remade a new ottoman for him. The ottoman is here and has been ready to ship. The client however has decided that the chair as well is not to his liking. We got videos of his concern and have submitted to the manufacturer for a warranty claim. We are waiting at this time for the manufacturers reply concerning the warranty claims. Warranties do take time to process.

The client still possesses the chair, if Mr. [redacted] would like to return the chair - I can refund him without warranty having to be approved. Otherwise I simply have to wait until the warranty has been approved. I do show that the representative assisting Mr. [redacted] with his warranty issue has been in contact with him. I see approx 11 emails back and forth concerning his concerns. I do not feel the representative is ignoring the client but is simply waiting for warranty review from manufacturer which does take time to receive.

Final Consumer Response

(The consumer indicated he/she DID NOT accept the response from the business.)

I have been complaining about that chair as well. But I am being ignored. It has been going on for several months now. I cannot continue to have a $1200 broken chair + ottoman taking up space in my apartment while I sit on the ottoman and suffer back and knee problems as a result.

The seller will arrange for the logistics and the cost of shipment of the chair and the ottoman back to their facility.

Final Business Response

Update: The warranty claim has been accepted by the manufacturer. We have since notified the client. We've requested proof of donation of the chair and ottoman to local charity and once we have the confirmation receipt we will process the refund. I'm terribly sorry the client feels that he was ignored, we were simply waiting for the warranty claim to be authorized from the manufacturer.

Review: We've had a horrific experience with Kardiel. First, they were over a week late in shipping the three pieces of furniture we ordered, even though we'd ordered the in-stock pieces weeks in advance, and their site states delivery of in-stock merchandise is made within 7-10 days. The day the shipment was scheduled to arrive (based on the tracking number Kardiel gave us to check the order status through the website of their delivery company, [redacted]), we called Kardiel and they told us the tracking info we'd been give was inaccurate and that the shipment had actually never gone out, despite the fact that they'd sent us an email a week prior, specifically stating it had. They gave no explanation for why Pilot's site was not updated/correct.

A week later, my husband received a call notifying us that the delivery truck was downstairs in our high-rise apartment building. He went down, expecting to let the delivery staff into the building before leading them up to our apartment. The staff told him they were there for curbside delivery only and would not deliver the items up to the apartment. My husband, completely confused and surprised as this was the first he'd heard of this policy, pleaded with them, offered to pay them, called both Kardiel and [redacted]'s offices, to no avail. The delivery men abandoned him at the loading dock with three large pieces of furniture (including a full sized sofa). Incidentally, the boxes the furniture came in were completely torn, tattered, and crushed (never mind that they each had large lettering stamped on them that read "FRAGILE"). We were forced to ask someone in our bldg for help getting the sofa up to the apartment, and spent the next hour or so struggling to get the pieces up to the unit. We'd had multiple phone conversations with Kardiel in the weeks preceding this episode, specifically about the delivery of our furniture, and never once did anyone of their staff state to us that "delivery" was a service separate from "shipmentthat" we'd have to order in advance.Desired Settlement: Partial refund requested, as the company did not meet its inherent contractual sales obligation through its misleading and deceptive "shipping/delivery" policies, its untimely delivery, and the delivery of significantly damaged packaging of "fragile" merchandise. Lastly, part of the merchandise is defective: the couch we received, accompanied by five wooden couch legs, does not sit uniformly on the ground, as the design of the fifth middle leg causes significant wobbling/unsteadiness.

Business

Response:

Thank you for supplying the below information:Delivery times: Upon shipment of an item - arrival times inside the United States vary between 7-10 business days. This is an approx time and the clients had requested a delay ship after to arrive after 11/30. We requested the shipper to pick up the item on 11/25/2015 and the driver was dispatched from the shipper to pick up on this day. The shipper did leave a message on the 4th to schedule the delivery but was it appears the final delivery was scheduled 12/7/2015. The client did add items to their order and there was an additional charge placed on their order for those. There was a charge that the customer made us aware of that did not match the order, that occurred after we had added their items. That charge did not belong, the issue was corrected and reported to the tech department of the credit card processing company for review.The items the customer purchased qualified for free shipping. The delivery style is a product line on their order sku#DELIVERY..CURBSIDEDescription: Curbside delivery means the delivery truck will come to your home or office, and you will receive the product from the truck. Carriers will not bring the item inside the home, up exterior stairs, or open the packaging.Curbside delivery message was stated per notes along with instructions over the phone, copied on the original order confirmation email text, the email shipping tracking confirmation, the sales order confirmation shows exact wording above under the line for the sofa, and our delivery information on our website. We attempt to communicate delivery specifications so this is understood, I am sorry the client has felt they were not communicated with - it is not our intention. We can certainly hire additional delivery services upon request as needed (unpackaging, remove packaging, delivery inside home, etc), clients simply state their needs and we get them quotes to add that additional service. This option is stated on the sales order confirmation and on our website.The client has provided images of the boxes which do show shipping wear. The shipment signed that they received the shipment good condition, with no notation of damage to the boxes stated. We have filed a claim with the shipper stating - the items were not received in good condition as signed - but that the client is concerned about damaged based on the boxes appearance. We are requesting but we have not been sent images showing the stated issues with the product. We are requesting those images so we can now troubleshoot with the client.

Consumer

Response:

I am rejecting this response because:1. Late shipment of items: We requested shipment

of the items on 11/30/15 (not "after 11/30" as Kardiel claims), and

no later than the week of 11/30. We provided Kardiel with more than

adequate advanced notice to have the items, which were in stock, delivered the

week we requested it. We have yet to receive an acceptable explanation for why

the items were a week late, and Kardiel admitted to us over the phone on

12/3/15 that the failure of the timely shipment was their mistake, with no

further explanation for why [redacted]'s website continued to show inaccurate

information regarding dispatch and delivery. The information regarding

the mistaken credit card charge has no relevance here, as Kardiel previously notified

us the entire shipment containing all three pieces would arrive no later than

the week of 11/30/15.2. Curbside delivery: There is a significant

discrepancy between what Kardiel's "delivery message" states and what

they and their delivery company staff told us over the phone. We

acknowledge that their email message referred to "curbside delivery"

and the associated policies. However, the company staff was misleading at

best, as multiple phone conversations preceding the delivery date, with at

least two Kardiel representatives, left my husband and I both certain that the

"delivery" we were scheduled to receive included delivery directly up

to our unit. In fact, in my last conversation with the staff, in which

they attempted to explain why delivery would be late, I asked the

representative assisting me the about the delivery process and made clear the

items would need to be brought to the apartment. The representative did

not mention, during this conversation or any others we had had, that curbside

delivery applied to our order. My husband also had multiple conversations

with Kardiel staff regarding our order over the course of several weeks, and

he, too, was never notified of the curbside delivery policy. The day I

scheduled delivery with [redacted], Kardiel's delivery company, they specifically

stated over the phone that at the time of delivery, we would need to greet

the delivery staff downstairs and sign for the items before leading them up to

our apartment for completion of delivery. [redacted] was hired by Kardiel to

carryout the delivery service, and made this statement, which was later

contradicted when the delivery staff arrived and refused to deliver the items

to our unit. Again, Kardiel's handling of the situation over the several weeks

we dealt with them, including all conversations between us, has been

misleading, at best. Their clients should be offered crystal clear notice on

this atypical shipment/delivery policy, if for no other reason than adequate

customer service. The distinction between the two services was completely

unclear to us in this case, and inconsistent with information we were provided

by Kardiel over the phone.3. Confirmation of delivery of items: Upon

curbside delivery of the items, we were handed a document by [redacted]'s

delivery staff, asking us to sign and verify that we'd received the merchandise

in "good condition" - we refused to do so, and instead signed (Che

Odom), with a note next to the signature indicating that the boxes were

delivered to us in a damaged condition (specifically: "boxes

damaged"). All three boxes arrived in a severely damaged state. We have a

copy of the signed document as proof. Therefore, contrary to what Kardiel's

reply states, we did not affirm that we received the merchandise in good

condition.

Business

Response:

There appears to be confusion on every level of the customers order.

Review: Kardiel claims to be a family owned,quality furniture company I purchased a chair and a matching sofa .Not only was the color nothing like it was on the computer ....the quality is very poor .I contacted customer service 2 days after purchase and stated the cushions and the back of the couch were very wrinkled. Additionally the cushions hang over the edge of the seat ruining the clean lines of the pieces .The arms are also much more narrow then they appear on the picture.I sent pictures for them to review regarding return. I was told that it was deemed" industry "standard .And if I wanted to return items it would be at my cost of over $500.00 .Or if I wanted to keep it they would give me an 80.00 credit back to my charge card .For my disappointment I guess ?I had been looking at furniture in stores for months before I purchased this and had seen a lot of furniture .This is below the quality of any item I have seen or purchased.It certainly is below standard for a 1,000 couch and a 600.00 chairDesired Settlement: I would like to return these items at no cost to me .And have a refund put back into my bank.