Linon Home Decor Products, Inc.

Review: On 12/*/14 my mother-in-law purchased a vanity product for my daughter for Christmas from [redacted]. When we received the item on Christmas and tried putting it together, it was missing 4 legs for the stool. According to the product information included in the package, we were to contact Linon Home Decor Products for missing or defective parts/pieces via their telephone # ###-###-#### or their website [redacted] and they would send missing pieces at no charge with proof of purchase within 30 days. I tried on several occasions to contact Linon using the provided phone number but their line was either busy or I got transferred to extension [redacted], which was a voice mail box that was full and would not accept any more messages and would hang up on me. On 1/*/15 I went online to their missing parts form and filled it out exactly as instructed. I received an auto-reply email on 1/*/14 at 12:08pm that said the info was received and they would reply within 1-2 business days. On 1/**/15 I sent another email asking for an update since the 2 days had passed and I still hadn't heard back. All I got was another auto-reply message that said my message was received and they would reply within 1-2 business days. After no response, I sent another email on 1/**/15 to customer [redacted] stating I had tried calling and sent 2 emails that they had not responded to. I just want an update on when the missing parts will be sent out. My 6 year old daughter received a Christmas present that she still cannot fully use. Very disappointed in Linon's customer service department.Desired Settlement: Send out the missing parts immediately - Part Code [redacted] (Stool Leg qty 4) to Lorraine Vanity Set White 58010WHT-01-KD-U

Business

Response:

We have contacted the customer and offered her a new vanity set. We are currently out of stock and will replace the one she has as soon as our inventory arrives. We called the customer and are awaiting her answer. We will follow up with her if she does not cal back.Thanks [redacted]Linon Home Decor Products[redacted]

Review: Purchased from Target (Target Order #[redacted]) on November [redacted] received on November [redacted]. Called Linon at ###-###-#### and ordered defective part on November [redacted]. They said it could take up to 12 weeks to get replacement part.

Linon Titian Bookcase – Brown

Part #1 Top Shelf

Replacement Confirmation #[redacted]

Waited 3 months and then called on 2/** and spoke to [redacted], she said call back in 4 weeks because she didn't have an ETA for the replacement part.

Called on 3/** and spoke to [redacted] who said part was still on back order. She said she would look into an ETA for replacement part and call me back the next day. It is now 3/** and no one has called back.

So now over 4 months, later, I still do not have a replacement part nor do I have any information on when I will be getting it.Desired Settlement: I would like a replacement part ASAP since I've been waiting over 4 months now. At the very least, if a customer service rep says she's going to call back, she should call back.

Business

Response:

The part was recieved by [redacted] on 4-**.This should resolve the complaintThanks [redacted]Linon Home Decor

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved. Why it took nearly 5 months with multiple calls to the company and finally a complaint filed with the Revdex.com to get this resolved shows poor customer service after initial sale.

Sincerely,

Review: We purchased their model number 98135BLKX-01-KD-U from [redacted]. Due to their inadequate packaging item was damaged out of the carton. Top vanity piece was dented and scratched and mirror broken. Basically it was worthless as a gift. Per their instructions I did not return it but called them to let them know of the damage and parts required. Even volunteered to pay extra for express shipping. Was told “will not be a problem as we are in NC and you are in Florida". DEFINITELY will have it before Christmas. That was a week ago and no parts, no emails and cannot reach them by phone. Must not be the only one as their voice-mail is completely full.

What company would not do their best to fulfill such a simple request in time for a Christmas present? It is obvious by their lack of response and, more importantly the inability to follow up with anyone to see what can be done, that they are satisfied with selling and forgetting their product. Mores the pity. Biggest problem is that it is no longer available from [redacted] and we cannot get another one here in time for Christmas.Desired Settlement: I want the damaged parts replaced by Christmas. I still have to take this thing apart and replace the top

. If they can not I want a full refund and a call tag to get this. If a business can not honor its word I see no reason why they should profit from it.

Business

Response:

We processed the request in a timely manner and it will be received tomorrow which was what we told the customer. See the response below.The customer did call our Customer Service 800# on Friday 12/** as he stated in his complaint below· The customer’s part request was processed on Friday 12/** for replacement part 01-Table Top Frame· The customer’s order SP #[redacted] was shipped Tuesday 12/** (within the 2 business day time frame)· The order was shipped via [redacted] 2nd Day Express – tracking # [redacted]· According to [redacted] the order will be delivered Friday 12/** by 8:00 pm [redacted]Linon Home Decor

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:The tone of the response is the main reason for the Revdex.com complaint. First off THE CUSTOMER was not told any specifics at all when the customer called. THE CUSTOMER was told it should be there before Christmas but no ship dates were provided. Additionally according to their website an email would be sent when item shipped and none was provided. nor any tracking or shipping information.Secondly THE CUSTOMER stated that the corner of the mirror was cracked as well when item was received however I do not see any mention of this being shipped. So I assume that it will not be replaced.Something this precious to my niece should have been a simple and enjoyable experience. Purchase the item, receive the item and assemble the item. I work in logistics I know how things can happen however knowing this we work very hard to rectify any errors on the freight companies part and ensure OUR CUSTOMERS do not have to suffer due to others negligence. While there will always be individuals that take advantage of this policy it remains in place to satisfy all that require assistance. Thus insuring that our customers feel that they are the reason we are in business.Realize that the Revdex.com will consider this closed but the missing mirror and the lack of any concern on customer satisfaction is my main reason for not endorsing the solution and marking this resolution as unsatisfactory

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Review: I purchased a Linon Kitchen Island Granite Top Cart from [redacted] on 12/** as a Christmas present. Upon opening Christmas Day it was noticed that the wood on the wine rack holder (part #6) was split at the dowel. The instructions said to contact Linon for replacement parts. I went to their website on 1/** and again on 1/* and completed the request form for replacement parts and have received nothing back other than the automated emails stating it would be 1-2 days until I heard from someone. I also left 2 voice messages with no response. Now when I call the phone rings and rings and no one answers. Without the replacement part this is a useless piece of furniture and this is very disappointing since it was a gift.Desired Settlement: I would like a replacement part (wine rack #6) so that we can complete the cart and use it.

Business

Response:

We sent a second replacement part today via Fedex. Hopefully this will solve the issue. We examined the part and it is what the customer has asked for. Thanks GeorgeLinon Home Decor###-###-####

Review: We received a chair that we purchased on [redacted] and the chair arrived in late january. The seat portion of the office chair does not fit atop the hydraulic shaft that connects to the seat base. We have called no fewer than 15 times left at least 8 Voicemails. SOmetimes the phone number does not even ring just goes to dead air. But over the course of 4 weeks not one reply from the company. We have additionally emailed directly and submitted requests through thei website and still no response. All we would like is a part replacement and would consider the issue resolved if the part cannot be given separately then please replace the chair.Desired Settlement: Just to receive the service to correct the issue with the chair we purchased

Business

Response:

We will contact the customer immediately and let you know what action we are taking to resolve. Thank You [redacted]Linon Home Decor

Review: I ordered a Linon Home vanity and stool for my daughter in Dec 2014. In Jan 2015, one of the legs broke. I called to order a replacement, which was assured to ship in 2 days. They claim it shipped, I never received it. I re-ordered another leg, as of 4/*/2015, I received an email from the company that they are backordered & could be 12 weeks or longer. I called mid summer to check on it. I still have not received the leg. My daughter has not been able to use this product at all. Waste of money.Desired Settlement: At this point, I am expecting a full refund for the entire vanity. It is 9 months old & has been useless without the stool. I would like to purchase a more reputable brand of a product from another manufacturer to replace this one.

Business

Response:

The customer has agreed to accept a new stool as a replacement. The stool is being sent out this week. This will close the matter.Thanks George S[redacted]Linon Home Decor

Review: This transaction has been Horrible!! Received incorrect legs, one cracked in 3 places but still painted over and included (should never have left assembly floor!!!) and wrong sized screws. Contacted seller FIVE TIMES before sent just the replacement leg, which doesn't match, is matte barely painted and not gloss finish.

Have AGAIN requested correct leg and matching screws. No response from seller for over a week. Poorly crafted and HORRIBLE CUSTOMER SERVICE!!Desired Settlement: Have had multiple attempts to address and correct this issue. Company is completely unresponsive.

Business

Response:

We have replaced the part to the customers satisfaction so the case has been resolved. George S[redacted] Linon Home Decor [redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved becauseThey have not replaced the leg. They sent A leg that doesn't match and they did not include the hardware to put the (WRONG) leg onto the chair. Over 9 days have gone by without response from "customer service." They claim to have 3 different leg colors for this item. [redacted] the same chair shows only one type of leg style with one type of paint color. They have not apologized for their mistake. D- Revdex.com rating is being generous.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

We have contacted the customer to replace the damaged legs but that will not satisfy her. If she is disatisfied with the item we told her to return from where she bought it for a refund. Linon is not able to offer a refund.Thanks George S[redacted] Linon Home Decor

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:That is not quite true. I attempted to remedy this mess with the company as I only needed a replacement part. Assuming that would be EASY, I'd already disposed of the box. After several go rounds about my address, item number, all of which was provided in my original email, another 9 days went by without response, and then another week after claiming 3 versions and asking which I wanted (told them I only found one version on the chair, so that is the one I needed, I reported this company to [redacted]. On Friday of last week, [redacted], someone finally responded that replacement leg would be sent, (still waiting), after 1st claiming there are 3 different legs for chair, which [redacted] item thoroughly disputes. [redacted] has agreed to send a replacement, not through any CUSTOMER service from this company.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Review: Love the look of the furniture but when received a part was broken. Emailing and calling for three months to resolve it and got now where. They sent us twice the same wrong part, until finding out there were different versions. Than saying it was on back order, received but than again put on back order. We decided to return it and get our money backDesired Settlement: Refund

Consumer

Response:

At this time, I have not been contacted by Linon Home Decor Products, Inc. regarding complaint ID [redacted].But I have my refund back.Sincerely,[redacted]

Review: I purchased the Jackson 3 Pk stools - Black #98334MTL-01-KD in [redacted] at the [redacted]'s store. on 9/**/13. The feet were missing on one of the stools and I have called them several times within the allowable time frame. I receive busy signals, no answer - just ringing and given another phone number (###-###-####). only to be referred back to their parts department (###-###-####). I have offered to pay for the 4 feet that I need (item #8) but have not been able to get a response from anyone. On 12/*/13 I sent them an e-mail and still no response.Desired Settlement: Just want 4 feet to complete the assembly. I am still willing to pay for them.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: I have called four times within the last three months concerning one of there several products. I ordered two #0273MTL-01-KD-U Circles Back Metal Stool, (swivel bar stools) that both the front and back legs were welded incorrectly. Now I am unable to attach the legs to the base of the stool properly.

Spoke with Nicole, May *, 2015 @ 9:39 am; Replacement order #[redacted] 2 front & 2 Back legs

Spoke with Amanda, June *, 2015 @ 2:37pm; Was informed that legs weren't in yet.

August, **, 2015 @ 1:56 pm; Left voicemail, no one returned phone call.

Spoke with Nicole, August **, 2015 @ 10:34 am; Was informed that all legs were still on back order, waiting for shipment from China. Will take 12 weeks...have been waiting 14 weeks for my legs so I am able to utilize these darn bar stools!!!!

I don't understand why Linon Home Decor don't send me a an assembly package, so I may have my legs that way, instead of waiting on China to get their act together. I must say thumbs down to outsourcing once again.Desired Settlement: Two new chairs, my four legs which I originally requested or some type of refund for this unwanted inconvenience.

Business

Response:

The item has been replaced to [redacted] satisfaction. The issue is closedThanks George S[redacted]Linon Home Decor

Review: We purchased an Emily breakfast nook dining room set and after we had gotten the seats together realized the set was missing the hardware for the table and bench. I tried calling, I have emailed them several times and have never gotten any response on how to get the missing pieces.Desired Settlement: We would just like the missing hardware so we can finish putting the table and bench together.

Business

Response:

Attached is the disposition from our [redacted]. Thanks [redacted] Linon Home DecorHi [redacted], We did receive an online parts request from this customer – [redacted] and have processed her replacement part order on ref # [redacted] for complete hardware packs to the Table and Bench. In fact, the order was shipped on 2/**/15 via [redacted] tracking # [redacted] and has an ETA delivery of Thursday 2/**/15 according to the [redacted] website this morning. I have also emailed the customer this morning to advise her of this information as well. Thank you, [redacted]We did receive an online parts request from this customer – [redacted] and have processed her replacement part order on ref # [redacted] for complete hardware packs to the Table and Bench. In fact, the order was shipped on 2/**/15 via [redacted] tracking # [redacted] and has an ETA delivery of Thursday 2/**/15 according to the [redacted] website this morning. I have also emailed the customer this morning to advise her of this information as well. Thank you, [redacted]

Review: I ordered a jewlery armoire through [redacted] by Linon Home Decor. It arrived missing a major part, the base of it with the legs. As instructed by the document in the package, I contacted Linon to request a replacement part. I got a recording that said the online request form was the best way to request a replacement part. I completed the form online, then a message popped up stating that I would receive a response within 24 hours with a shipment date. I never received that response. I then went on line to look at reviews of the company and now I'm afraid I will never receive my part as the company seems to have a very unfavorable reputation when it comes to customer service, providing replacement parts, and items arriving damaged. I called Linon corporate on day 5 and spoke with a [redacted] who then emailed the warehouse and copied me on the email. On day 6 I sent [redacted] an email to get the status because the lady at the warehouse, [redacted], never responded to the email. [redacted] didn't return my email. I called [redacted] on day 7 and she didn't answer, so I left a message. I called the main cr afterwards, no answer so I was forced to leave a voicemail and no one has responded. I would like my replacement part.Desired Settlement: I would like the base, the legs for the armoire delivered to me.

Business

Response:

Your replacement Amethyst Jewelry Armoire, Espr

Model# 55162ESP-01-KD-U

Order confirmation# [redacted]

Shipping 11/**/14

Thanks

###-###-####

[redacted],

Review: I purchased a 4 set of 98370 WAL 01 KD TV Trays and all 4 of them are damaged. It says on their warranty that they will replace the tv trays if they are defective and they were defective but they are not willing to replace the TV Trays. I can send you a PDF Scan of the warranty if it is needed.Desired Settlement: Replace the 4 damaged tv trays.

Business

Response:

We originally told the customer he needed to return the item to Bed Bath and Beyond where he purchased it. It appears the item was probably damaged at the store before he purchased it.

At this time we have agreed to replace the customers item. We will be sending him a new set from our warehouse.

Thank You

Review: Received a broken table. Called company over a year ago. Was told the tables were on a 12 week backorder in China. A year later, no table and no one is returning phone calls or emails.Desired Settlement: Replace my table top or refund my money.

Business

Response:

We have sent the customer a new table. That will resolve the issue. Not sure what caused the problem but it is resolved.ThanksGeorge S[redacted]Linon Home Decor

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: Have requested part for Bamboo Kitchen Cart with Granite Top #[redacted].

Have called 1-**-16 at 11:23 (CT); 1-**-16 at 3:35 (CT); 1-**-16 at 10:03 (CT) and 2-*-16 at 10:12 (CT). The the ###-###-#### is the number listed - it goes directly to voicemail that indicates that the person at extension x202 is not available and to please leave a message. Which I have 4 times.

I did email as well on 1/**/16, 1/**/16, and 1/**/16. I receive an automated response that it may take 1 - 2 days to hear back. I DID finally hear back - and received the following message from Cheryl V[redacted] in Customer Support at Linon on 1/**/16:

No, I am not at extension [redacted] but I have forwarded your email to Amanda who is at extension 202 and advised her to contact you today with an update.

I have not heard from Amanda at x202.

In the instructions it clearly states "[redacted] withing 30 days of purchase......

This was delivered to our home on Thursday, Jan. **, 2016.Desired Settlement: I really want the part. The cart is put together (with many additional adjustments having to be made by my husband). The part I need is NOT identified in their parts list.

It is the black rubber piece that goes between the caster and leg (to hold it stable). The part for the caster is #10 and the leg is #1.

Thank you for any help you may be able to provide me. [redacted]

Business

Response:

The customer received the part they were requesting on 2-3 and are satisfied with it. The rubber parts were pre installed so there would be no problems. Thank You George S[redacted]Linon Home Decor

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

The part that Linon sent (which was received on 2/*/16) is NOT the right part. It appears to be from another cart and does not fit our cart. Attempts wer made by Linon (prior to receipt) to "chisel out" the black insert in the assembled part.We still want JUST the correct black rubber piece that fits the above referenced cart.Thank you. [redacted]

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

We have sent via [redacted] another set of rubber inserts and have contacted the customer to expect them. Hopefully this will resolve the issue. Thanks George S[redacted]Linon Home Decor Product

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,