FORMALDEHYDE in Lollibean's "safe and sustainable" baby furniture Misleading sales practice and advertisingI ordered a dresser for my little kids' room advertised as "safe and sustainable", and used a "instant discount for purchases over $50"The dresser was in stock so was advertised as "Ships within business days"None of the above claims were trueweeks after I saw no activity, I emailed customer service and got no responseAfter my credit card was charged and there was no indication that the dresser actually shipped, I emailed Lollibeans again, noting why was my credit card charged? Sara responded and blamed it on the manufacturer, saying she will look into itA week later, I finally saw that it was about to get shippedI wanted to cancel but my credit card was charged and I gave Lollibeans another chance What product did I receive? The dresser by manufacturer OEUF has FORMALDEHYDEThe dresser had s sticker on it indicating the presence of the carcinogenI even confirmed it on OEUF's website itself but it was NOT DISCLOSED by LollibeansFORMALDEHYDE causes cancer and is classified as a carcinogenThat empty dresser has been sitting in an empty room with the draws and window open most of the yearI could not return it (Deception #3) because I found out afterwards that you cannot return anything that you bought at a discount from LollibeansNo reputable seller would have such misleading advertising, offering 20% off only to make a sale that is not returnablePROTECT your family's health and peace of mind and do not buy from this conniving retailer
Hi Tamara,
Thank you for your email. I am surprised to receive this
complaint as Lolli Bean's has done everything possible to rectify this situation for our customer
We received an order for (3) custom made to order furniture pieces from the *** *** on March 30th, 2014. Below you will see tracking #'s and proof of delivery for all (3) pieces. The lead time on these furniture pieces is estimated at 6-weeks (**this is only an estimate as each piece is custom, hand made to order). You can see below that the first item (Crib) was delivered within this timeframe and the additional pieces arrived in and weeks respectively. The delivery time on the last items had been discussed and approved by the buyer (I have written correspondence to confirm this).
UPS tracking # *** crib - Delivered on 6/19/
UPS tracking # *** changing trunk - Delivered on 7/1/
Seko Logistics tracking # *** (You can track the shipment by going to the link* ***) - Delivered 7/28/2014 but shipment was refused due to damages.
Unfortunately, the dresser arrived damaged (it was damaged in transit) and this was when the customer asked to cancel the order and return the items already received. Our policy on furniture sales is ALL SALES ARE FINAL. However, we made an exception for this customer due to the unique circumstance of having the last piece arrived damaged.
Lolli Bean's cancelled the dresser portion of the order and paid to pick up the delivered and assembled furniture (cirb & changing trunk) and have it re-packaged for shipment and returned from the customer residence in ***, KY to our retail store in *** OH. We issued a refund of $*** *** *** ** * ***) to the customer after the furniture arrived back in our store in *** OH
The amount of $was determined by the following:
$Purchase Price & Shipping Costs
Less ($Visa Gift Card issued as a promotion on this purchase)
Less ($in shipping fees)
= $2701.00
**Note : we did not charge the customer the $400+ that it cost us to pick up & repackage their furniture.
Please let me know what additional information you need from me to get this resolved as quickly as possible.
Thank you,
***
As the owner of Lolli Bean's, it is very important to me that all of our customers are happy with their purchases We do , however, have a no returns policy on custom made to order furniture *** ***, the manufacturer of the chair in question, has the same policy This
is clearly stated on our website and also was explained to the customer over the phone prior to purchase We offered numerous times to extend a credit to the customer as some compensation for the dissatisfaction but received no acknowledgement or response to the offer
Lolli Bean's did ask *** *** if a replacement pillow was an option and they explained that they stand behind their products as they are (that the structure of the pillow was intentional and the special down fill is referring to the down lining between the foam and exterior fabric as illustrated in the photo from the customer) and replacing the pillow was not an option.
Please let me know if you need additional information from me
Thank you, *** ***
*** * ***
***
***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
Receiving store credit is not an acceptable resolution for this matter There is nothing else in the store that I wish to purchase at Lollibeans The only acceptable resolutions are either returning the chair for a full refund or replacement of the pillow I understand that there's a no returns policy, but they cannot hide behind a no returns policy when they failed to deliver the product that was promised and is engaging in advertising The chair is clearly advertised to include a down pillow on the Lollibeans website, but they delivered a chair with a cheap foam pillow instead I paid close to $for this chair, so having a cheap foam pillow is simply unacceptableThe chair is uncomfortable with the foam pillow and the look of the sharp corners of the pillow makes the whole chair look cheap I also am willing to accept a replacement pillow that is made of down I'm not sure why this is so difficult to procure It is clear from the photos on the *** *** website and Lollibeans website that they make pillows with down fill I filed a separate Revdex.com complaint with respect to *** ***, so you may want to coordinate with the *** office handling that complaintI'm also not sure if I agree with Sarah's statement about Lollibeans concern with customer satisfaction Although this is not worthy of a Revdex.com complaint by itself, Lollibeans has been slow to respond to another matter I had ordered a Kalon changing trunk, which had an expected ship date of 6-weeks Around January (which is a few days after I ordered the trunk), I followed up to see the expected delivery date If it was going to be too far from weeks, I wanted to cancel the order It has now been almost a month, and despite emails to Lollibeans this past month asking for an update in status, they still do not have a response for me
Regards,
Melinda Alankar
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me I've also received the refund as promised by the retailer.
Regards,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
I think it is unreasonable for Lollibeans to ask me to make my own pillow for the chair I'm not even sure how a regular person should begin to figure out how to contact the right manufacturers to make the pillow It's not just a matter of getting any down pillow, I am entitled to a pillow that is pictured online in the fabric that I have ordered Moreover, the cost and time of me producing my own pillow will be much more than if the retailer organizes it or if *** *** just sends me a replacement pillowI still have not heard any update on the status of the *** changing tableHas this order been cancelled per my request yet?
Regards,*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
On the issue of the replacement pillow, it appears that Lollibeans did not really make an attempt to have the pillow replaced. After a month of me emailing them and calling them, their response had been that *** *** cannot replace the pillow. However, I have been working directly with *** *** last week, and they have been more than happy to replace the pillow. Moreover, *** *** indicated that they had problems reaching out to Lollibeans and wasn't receiving all of the information they needed from LollibeansAlthough I ultimately will be receiving a replacement pillow from *** ***, I still feel that the business failed to handle this manner in a satisfactory manner because they were unable to resolve the issue, but rather I had to take matters into my own hands and waste hours of my time while taking care of a newborn baby.Furthermore, I still have not heard any update on the *** changing trunk -- was it cancelled per my request that I made weeks ago? As I mentioned before, for the entire month of January, I had been sending emails to Lollibeans to follow up with the cancellationSimilar their approach regarding the *** *** chair, Lollibeans claimed that it works well with *** -- *** told me that she had weekly calls with ***. This was the primary reason why I purchased my items with Lollibeans rather than directly with *** or *** *** -- I thought that Lollibeans would be able to help me resolve any issues I had with products. Although this issue was from awhile ago, I had also purchased a *** crib in the fall -- when I tried to
assemble the crib, I noticed that there were some parts that didn't
really come together. I had emailed *** and she said that she would
contact *** -- I never did hear back from her. It was actually faster
for my father in law to do some creative modifications to make the crib
work
Regards,*** ***
Unfortunately, the only type of pillow that *** *** makes for this chair is the one that was shipped with it (the same pillow pictured on our website and *** ***'s website that the customer would have seen when placing her order) Again, the "special down fill" in the written description on both Lolli Bean's website and *** ***'s website is referring to the down lining inside the pillow We stand behind *** *** products and have not had any other customer complaints about this chair and/or the pillow included
As our website states, we have a no returns policy on custom made to order furniture (as does the manufacturer)
I will gladly issue a partial refund to the customer as some compensation for her dissatisfaction
Please let me know if I should proceed with a partial refund.
Thank you.
Kind regards,
***
Hi Revdex.com,
Please see attached correspondence showing my request to *** *** (manufacturer of chair / pillow in question) to replace the pillow for the customer and *** ***s rejection of this request.
Additionally, I have repeatedly offered a partial refund/credit to this customer (as *** *** suggested in the correspondence attached) yet the customer has never acknowledged this It sounds like the customer was able to work with *** *** directly to get this resolved and that is great to hear.
The customer's order for a *** *** Changing Trunck was cancelled and confirmed on 2/10/2015.
Thank you and please let me know if you need additional information.
Kind regards,
***
Lolli Bean's
***
I think the customer misunderstood our offer We are offering a partial credit back to her credit card (refund) , not a store credit As I have not been able to work it out with *** *** to have a full down pillow made, I thought perhaps the customer could use the credit (refund) to have a pillow tailored to fit her needs
Thank you, ***
The customer used a promotional discount code to complete her purchase and saved 15% on her order As illustrated in the text that the customer provided to you (and clearly stated on our website), the free gift card cannot be combined with other promotions Further more,
there is text on our website that shows up throughout the checkout process and states "gift card will not be issued if a promo code is applied at checkout"see below copied from our website.
A FREE $75 Gift Card has been added to your cart!Gift card will not be issued if a promo code is applied at checkoutCall *** *** to discuss the best option for your orderThe purpose of the gift card offer is to give our customers a way to save (in the form of a gift card or "rebate") on brands that do not allow us to offer direct discounts on their products
I went ahead and issued a refund in the amount of $in effort to compensate this customer for her frustration in not being able to get in touch with someone to help her sort this out in a timely fashion
Please let me know if there is anything else I can do.
Kind regards,***
FORMALDEHYDE in Lollibean's "safe and sustainable" baby furniture Misleading sales practice and advertisingI ordered a dresser for my little kids' room advertised as "safe and sustainable", and used a "instant discount for purchases over $50"The dresser was in stock so was advertised as "Ships within business days"None of the above claims were trueweeks after I saw no activity, I emailed customer service and got no responseAfter my credit card was charged and there was no indication that the dresser actually shipped, I emailed Lollibeans again, noting why was my credit card charged? Sara responded and blamed it on the manufacturer, saying she will look into itA week later, I finally saw that it was about to get shippedI wanted to cancel but my credit card was charged and I gave Lollibeans another chance What product did I receive? The dresser by manufacturer OEUF has FORMALDEHYDEThe dresser had s sticker on it indicating the presence of the carcinogenI even confirmed it on OEUF's website itself but it was NOT DISCLOSED by LollibeansFORMALDEHYDE causes cancer and is classified as a carcinogenThat empty dresser has been sitting in an empty room with the draws and window open most of the yearI could not return it (Deception #3) because I found out afterwards that you cannot return anything that you bought at a discount from LollibeansNo reputable seller would have such misleading advertising, offering 20% off only to make a sale that is not returnablePROTECT your family's health and peace of mind and do not buy from this conniving retailer
Hi Tamara,
Thank you for your email. I am surprised to receive this
complaint as Lolli Bean's has done everything possible to rectify this situation for our customer
We received an order for (3) custom made to order furniture pieces from the *** *** on March 30th, 2014. Below you will see tracking #'s and proof of delivery for all (3) pieces. The lead time on these furniture pieces is estimated at 6-weeks (**this is only an estimate as each piece is custom, hand made to order). You can see below that the first item (Crib) was delivered within this timeframe and the additional pieces arrived in and weeks respectively. The delivery time on the last items had been discussed and approved by the buyer (I have written correspondence to confirm this).
UPS tracking # *** crib - Delivered on 6/19/
UPS tracking # *** changing trunk - Delivered on 7/1/
Seko Logistics tracking # *** (You can track the shipment by going to the link* ***) - Delivered 7/28/2014 but shipment was refused due to damages.
Unfortunately, the dresser arrived damaged (it was damaged in transit) and this was when the customer asked to cancel the order and return the items already received. Our policy on furniture sales is ALL SALES ARE FINAL. However, we made an exception for this customer due to the unique circumstance of having the last piece arrived damaged.
Lolli Bean's cancelled the dresser portion of the order and paid to pick up the delivered and assembled furniture (cirb & changing trunk) and have it re-packaged for shipment and returned from the customer residence in ***, KY to our retail store in *** OH. We issued a refund of $*** *** *** ** * ***) to the customer after the furniture arrived back in our store in *** OH
The amount of $was determined by the following:
$Purchase Price & Shipping Costs
Less ($Visa Gift Card issued as a promotion on this purchase)
Less ($in shipping fees)
= $2701.00
**Note : we did not charge the customer the $400+ that it cost us to pick up & repackage their furniture.
Please let me know what additional information you need from me to get this resolved as quickly as possible.
Thank you,
***
As the owner of Lolli Bean's, it is very important to me that all of our customers are happy with their purchases We do , however, have a no returns policy on custom made to order furniture *** ***, the manufacturer of the chair in question, has the same policy This
is clearly stated on our website and also was explained to the customer over the phone prior to purchase We offered numerous times to extend a credit to the customer as some compensation for the dissatisfaction but received no acknowledgement or response to the offer
Lolli Bean's did ask *** *** if a replacement pillow was an option and they explained that they stand behind their products as they are (that the structure of the pillow was intentional and the special down fill is referring to the down lining between the foam and exterior fabric as illustrated in the photo from the customer) and replacing the pillow was not an option.
Please let me know if you need additional information from me
Thank you, *** ***
*** * ***
***
***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
Receiving store credit is not an acceptable resolution for this matter There is nothing else in the store that I wish to purchase at Lollibeans The only acceptable resolutions are either returning the chair for a full refund or replacement of the pillow I understand that there's a no returns policy, but they cannot hide behind a no returns policy when they failed to deliver the product that was promised and is engaging in advertising The chair is clearly advertised to include a down pillow on the Lollibeans website, but they delivered a chair with a cheap foam pillow instead I paid close to $for this chair, so having a cheap foam pillow is simply unacceptableThe chair is uncomfortable with the foam pillow and the look of the sharp corners of the pillow makes the whole chair look cheap I also am willing to accept a replacement pillow that is made of down I'm not sure why this is so difficult to procure It is clear from the photos on the *** *** website and Lollibeans website that they make pillows with down fill I filed a separate Revdex.com complaint with respect to *** ***, so you may want to coordinate with the *** office handling that complaintI'm also not sure if I agree with Sarah's statement about Lollibeans concern with customer satisfaction Although this is not worthy of a Revdex.com complaint by itself, Lollibeans has been slow to respond to another matter I had ordered a Kalon changing trunk, which had an expected ship date of 6-weeks Around January (which is a few days after I ordered the trunk), I followed up to see the expected delivery date If it was going to be too far from weeks, I wanted to cancel the order It has now been almost a month, and despite emails to Lollibeans this past month asking for an update in status, they still do not have a response for me
Regards,
Melinda Alankar
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me I've also received the refund as promised by the retailer.
Regards,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
I think it is unreasonable for Lollibeans to ask me to make my own pillow for the chair I'm not even sure how a regular person should begin to figure out how to contact the right manufacturers to make the pillow It's not just a matter of getting any down pillow, I am entitled to a pillow that is pictured online in the fabric that I have ordered Moreover, the cost and time of me producing my own pillow will be much more than if the retailer organizes it or if *** *** just sends me a replacement pillowI still have not heard any update on the status of the *** changing tableHas this order been cancelled per my request yet?
Regards,*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
On the issue of the replacement pillow, it appears that Lollibeans did not really make an attempt to have the pillow replaced. After a month of me emailing them and calling them, their response had been that *** *** cannot replace the pillow. However, I have been working directly with *** *** last week, and they have been more than happy to replace the pillow. Moreover, *** *** indicated that they had problems reaching out to Lollibeans and wasn't receiving all of the information they needed from LollibeansAlthough I ultimately will be receiving a replacement pillow from *** ***, I still feel that the business failed to handle this manner in a satisfactory manner because they were unable to resolve the issue, but rather I had to take matters into my own hands and waste hours of my time while taking care of a newborn baby.Furthermore, I still have not heard any update on the *** changing trunk -- was it cancelled per my request that I made weeks ago? As I mentioned before, for the entire month of January, I had been sending emails to Lollibeans to follow up with the cancellationSimilar their approach regarding the *** *** chair, Lollibeans claimed that it works well with *** -- *** told me that she had weekly calls with ***. This was the primary reason why I purchased my items with Lollibeans rather than directly with *** or *** *** -- I thought that Lollibeans would be able to help me resolve any issues I had with products. Although this issue was from awhile ago, I had also purchased a *** crib in the fall -- when I tried to
assemble the crib, I noticed that there were some parts that didn't
really come together. I had emailed *** and she said that she would
contact *** -- I never did hear back from her. It was actually faster
for my father in law to do some creative modifications to make the crib
work
Regards,*** ***
Unfortunately, the only type of pillow that *** *** makes for this chair is the one that was shipped with it (the same pillow pictured on our website and *** ***'s website that the customer would have seen when placing her order) Again, the "special down fill" in the written description on both Lolli Bean's website and *** ***'s website is referring to the down lining inside the pillow We stand behind *** *** products and have not had any other customer complaints about this chair and/or the pillow included
As our website states, we have a no returns policy on custom made to order furniture (as does the manufacturer)
I will gladly issue a partial refund to the customer as some compensation for her dissatisfaction
Please let me know if I should proceed with a partial refund.
Thank you.
Kind regards,
***
Hi Revdex.com,
Please see attached correspondence showing my request to *** *** (manufacturer of chair / pillow in question) to replace the pillow for the customer and *** ***s rejection of this request.
Additionally, I have repeatedly offered a partial refund/credit to this customer (as *** *** suggested in the correspondence attached) yet the customer has never acknowledged this It sounds like the customer was able to work with *** *** directly to get this resolved and that is great to hear.
The customer's order for a *** *** Changing Trunck was cancelled and confirmed on 2/10/2015.
Thank you and please let me know if you need additional information.
Kind regards,
***
Lolli Bean's
***
I think the customer misunderstood our offer We are offering a partial credit back to her credit card (refund) , not a store credit As I have not been able to work it out with *** *** to have a full down pillow made, I thought perhaps the customer could use the credit (refund) to have a pillow tailored to fit her needs
Thank you, ***
The customer used a promotional discount code to complete her purchase and saved 15% on her order As illustrated in the text that the customer provided to you (and clearly stated on our website), the free gift card cannot be combined with other promotions Further more,
there is text on our website that shows up throughout the checkout process and states "gift card will not be issued if a promo code is applied at checkout"see below copied from our website.
A FREE $75 Gift Card has been added to your cart!Gift card will not be issued if a promo code is applied at checkoutCall *** *** to discuss the best option for your orderThe purpose of the gift card offer is to give our customers a way to save (in the form of a gift card or "rebate") on brands that do not allow us to offer direct discounts on their products
I went ahead and issued a refund in the amount of $in effort to compensate this customer for her frustration in not being able to get in touch with someone to help her sort this out in a timely fashion
Please let me know if there is anything else I can do.
Kind regards,***