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LaDifference, Inc.

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LaDifference, Inc. Reviews (2)

Review: Very very bad customer experience and very rude on call representative from Ladifference inc furniture store.

On 7/3/2015 when we were in there, we saw a sofa and a chair, me and my wife like it very much. So we want to gather more information about them. We asked the sales representative what country are these product made in. We were told they are made in Italy. We were very happy and then decided to buy them at once.

The sofa and chair were delivered on 7/7/2015. On 7/10/2015, when I tried to append the pad to them to protect my wood floor, I found there's a little tag on the beneath of the sofa, which is very hard to find. On the tag it said, MADE IN CHINA!!! I was trying to talk to the representatives of the store on 7/10/2015 about 5:00 p.m. They were telling me the sofa and chair are clearance items and they may not refund me. After 30 minutes discussion, the sales representative agreed to offer us the refund but we need to pay the pickup fee ($95), and they will have their supervisor talk to us to discuss the pickup date later. I agreed on the pickup fee. And on 7/12 about 15:00, I received a call from their company, I have been told that they will not give me a full refund and they can just offer in store credit. They will charge me over 600 dollar for restoring if I want to return the products also I need to pay the pickup fee. The representative on the call was very rude, she didn't want to hear what I was trying to tell her. She yelled and stated she was just informing me their decision not to negotiate with me. She also said it is my problem that I didn’t check the tag before I buy it from them. But how can you lift the over 150lb sofa over to check the tag beneath it in the store??? I'm very depressed by this kind of service and attitude after they sale their products. And also they cheat on me when we asked the information of the products. They refuse to give me the refund for it and they won't accept the return item, what a terrible store!Desired Settlement: I will need Ladifference inc to fully refund for the sofa and the chair I was buying (NOT in store credit). I will pay the pickup fee if needed ($95 what we have been told). I will not pay the restoring fee.

Business

Response:

Mr. [redacted] shopped at LaDiff on July 3rd, working with [redacted]. He looked at several different sofas we have in the store, including 3 different Italian made pieces. He and his wife then went over to the Kent sofa & chair by HTL. They liked this piece of furniture. According to Ms. [redacted], they did not ask where it was made. On a previous visit to LaDiff, he did tell another salesperson ([redacted]) that he did not wish to purchase anything that had been made in China. He did not profess this desire to Ms. [redacted] or she would have moved him away from the Kent pieces. Ms. [redacted] does not recall either of the [redacted] asking where the furniture was made, but she does know that the HTL pieces are produced in China. This is not information that we ever 'hide' from our customers. We make it a practice to be honest about where our products are manufactured. Usually all of our sign tags have the country of origin on them; this tag was missing that information as it had been updated to a clearance tag the week before and that line was omitted. Had Mr. [redacted] asked outright, Ms. [redacted] would have been quite honest and direct with him. Perhaps Mr. [redacted] assumed that the piece was made in Italy because it was adjacent to another sofa group in the store that is Italian-made? The sofa & chair that Mr. [redacted] purchased were on clearance and were priced 'as is' and final sale. He requested an additional discount and was given another 5% off. He also signed off on his sales invoice with LaDiff acknowledging that the items were on clearance and were a final sale purchase. According to Ms. [redacted], he read over the terms of the invoice very carefully to be sure he knew what he was signing.The individual who spoke to Mr. [redacted] originally told that IF we could take it back, he would AT LEAST have to pay a pick up fee. I am the buyer for the line and co-owner of LaDiff. The staff contacted me while I was on vacation out of the country. Because the items were on clearance and were final sale at the time of purchase, there is no requirement for LaDiff to take them back; this is what Mr. [redacted] understood at the time of purchase. Because of his confusion and presumption that the pieces were made in Italy, I authorized a compromise. Mr. [redacted] could return the items for a store credit with a 25% restocking fee, plus a $95 pick up fee. Mr. [redacted] knew that he was purchasing final sale items at the time of purchase. We are allowing him to return those items and reselect something else at LaDiff. At this time, ALL of our sales associates know that Mr. and Mrs. [redacted] do not want ANY items that are made in China. We are willing to make a further concession: Mr. [redacted] may choose to return the items (less the pick up fee) for a store credit in the entire amount or he may return the items less the restocking fee & pick up fee and get a refund on the difference.An attachment of Mr. [redacted] sale is included with this response. (It accidentally has two copies of page 1). Please refer to the first line under 'FINAL SALE PURCHASES': "All clearance items, whether or not taken, picked up or delivered, are considered final sale at the date and time of purchase and may not be cancelled or returned."We are sorry that Mr. [redacted] was confused about his purchase; we hope we can help him reselect a new item for his living room.[redacted]

Consumer

Response:

I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

No, this reply does not resolve the issue.

LaDiff is correct that my wife and I

shopped at their store on July 3rd.

While they state they make a practice

of being honest about where their products are manufactured, they also state

that the country of origin sign tag was missing from the pieces. The only

information I had to rely on was what Ms. [redacted], our sales person, answered

when we asked where the sofa and chair were made, and her answer was “Italy.”

Yes it is true that I signed off on the

sales invoice after reading it carefully, and after making this purchase based

on the information I was given. Had I been given the correct information, I

would not have made this purchase, so I should not be penalized for this.

After reviewing the invoice again now I

noticed that I was sold a $199.95 protection plan that according to the invoice

says it isn’t applicable on ‘as is clearance’. So either these were not

clearance items, or the sales person sold me a $199.95 plan that I could never

use because it is not applicable on clearance items, which is an unethical

practice.

It seems between selling me this plan and

not remembering specific things that they told me, LaDiff is the one confused

about this transaction, not me. I want to be refunded for my entire purchase

and I will pay the $95 pickup fee as I originally stated I would on the phone

on 7/10/2015. I do not want a store credit to get another item from a store I

cannot trust. Please rectify this immediately with a full refund to the credit

card I used, including the $199.95 protection plan, minus the $95 pickup fee.

Regards,

Business

Response:

We at LaDiff are very sorry that our memory of the sales transaction on July 3rd is different from that of Mr. & Mrs. [redacted] and for LaDiff. While not legally required to refund Mr. [redacted] for his purchase, based on the agreement he signed, LaDiff will agree to do so. We do ask in return that Mr. [redacted] update his reviews on [redacted] and on LaDiff's [redacted] page. What [redacted] remembers and what the [redacted] remember differ, but we will defer to the [redacted] request. To the question about the Gold Plan sold on 'clearance' merchandise, Gold Plan does not apply when sold on "AS IS" clearance items. For what they purchased, it is fully under warranty. LaDiff will, however, agree to refund the Gold Plan amount if the [redacted] are able to return the gold kit, with registration card intact, at the same time as the pick up of the sofa and chair. We ask that Mr. [redacted] contact LaDiff's warehouse manager to schedule a pick up ([redacted]). When the furniture and the gold kit are returned in acceptable and resellable condition, and the [redacted] and [redacted] reviews have been updated, Ms. [redacted] will issue a credit to the original credit card used by the [redacted] on July 3rd. (We do not keep that information on file because of privacy laws; Mr. [redacted] will need to provide it to [redacted] once again).LaDiff is sorry that Mr. and Mr. [redacted] were unhappy with their purchase, especially since they seemed so delighted with their decision on July 3rd when they negotiated a better price.We look forward to hearing from them soon, and we wish them all the best in their future furniture purchases.Thank you,[redacted]

Consumer

Response:

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

I have reviewed the offer made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: [redacted]

Review: Visiting our daughter in Richmond VA on 5/14 my wife purchased 3 barstools for $1,355. Upon return to NY we realized our cat would did take kindly to the stools and scratched the one we'd assembled. Since our daughter was to visit us in NY and be able to return the remaining 2 stools in 20 days we called to see if the 10 day return could be stretched to 20 and were given an approval by the salesperson who was to send a confirmation. Six days later we received an email telling us she would check with the owner and get back to us. Another six days passed before she emailed again to say the owner would ONLY give a store credit. She was told that we could have simply driven the two stools back within the 10 days if she hadn't wasted 12 days 'checking with the owner'. Now that the 10 day return for refund privilege has expired, we feel the salesperson's deliberate or even inadvertent delay has stuck us with having to spend $900 of store credit in a store some 400 miles away. This is grossly unfair.Desired Settlement: They should allow a refund of $900 for the two remaining chairs as we believe they took advantage of the distance and used a delaying tactic to accomplish this.

Business

Response:

As with most complaints there are two sides to the story. The complainants wife did sign our legal terms which clearly stipulate our policies ….having said that we obviously enjoy the stellar status we have with the public and Revdex.com. Based on that I reached out to the customer today by phone and we have, I believe, resolved the situation amicably and to the customer’s wishes. They will be returning the merchandise next week and as long as they are in re-saleable/good condition we will refund their money.

I trust and hope that this will resolve the matter.

Please acknowledge receipt of this email. I can either contact you next week once we have the returned goods or you can reach out to me the end of next week – or to the customer – and ensure that a satisfactory resolution was reached for all parties.

Many thanks,

LaDIFFERENCE

[redacted] Fax

www.ladiff.com

"Located in the heart of Richmond's Shockoe Design District"

Voted Best Local Furniture Store

2011, 2012, 2013 & 2014 by readers of

Voted Best Richmond Furniture Store

2000 – 2014 by readers of

&

Consumer

Response:

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

I have reviewed the offer made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: [redacted].

Regards,

With reference to the default acceptance letter, I would like it to be known the business owner has stepped up and acted professionally by providing the requested refund. He went above and beyond be also giving a refund for a slightly damaged piece. This all could have been avoided had the salesperson been reasonably sensitive to the original request for a 10 day extension for the return. We are pleased with the outcome and extend our appreciation to the business owner and the Revdex.com of Richmond.

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Description: Furniture - Retail, Furniture Stores (NAICS: 442110)

Address: 125 S 14th St, Richmond, Virginia, United States, 23219

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