OfficeFurniture.com

Review: Delivery was advertised and confirmed via email to be in less than a week. Delivery was advertised to be to my house. The shipper refused to deliver to my house, but only to the street end of my 250 foot driveway. I was told that they would take care of it with the shipper and call me right back. No one called me for 7 days. When I called them, they said that there was nothing they could do about the delivery.

They couldn't deliver as promised and charged me $300+ shipping and handling to have it returned. Their website does not say anything about curbside delivery. I want my $300+ back.Desired Settlement: Refund the shipping and handling charge to my credit card.

Business

Response:

Customer placed order on 12/24/14, Christmas Eve. The warehouse and carriers were closed for the holidays from 12/24 until Monday 12/29. The order shipped on 12/29, as same day shipping (business day) had promised. Customer was contacted by the carrier with carrier information to get the order delivered to his address on 12/31/14, two days from the shipping date. Customer called us upset that the freight carrier (freight truck 53') would not pull into his driveway to deliver the items. Freight deliveries do not pull into driveways, they are delivered curbside. The delivery information on our free delivery service states: DELIVERY LEVEL - FREE TAILGATE DELIVERY, YOU WILL NEED PERSONNEL OR EQUIPMENT TO LOWER THE ITEMS FROM THE TRUCK AND BRING THEM INSIDE. PLEASE CONTACT US IF INSIDE DELIVERY IS REQUIRED. Upon the customer contacting us on 12/31, we were looking at different delivery options to get the order delivered to the customer. The representative who originally spoke with the customer on 12/31 was a new rep and was not sure how to handle the issue and unfortunately the communication to the customer regarding other delivery options, was not relayed. He called again on 01/07, after getting another call from the carrier asking for a delivery appointment. We advised the customer we would be willing to absorb the cost to find a smaller delivery truck to make it into his driveway. He refused that option. We offered to discount the order $100 if he would accept the delivery with the carrier who had it at the local terminal. Customer also refused that option. I have attached a copy of the email conversation I had with the customer so we would have our conversation in writing. I understand the delivery dates listed on the order acknowledgment, however, the dates do not take into consideration holidays or weekends. We did advise customer of a return fee, which would cover the cost of the freight to get to his location and back to us. This is the amount that the customer is disputing. The item was 526 lbs and traveled 684 miles. We tried offering alternative options for the customer and he was not willing to work with us. We have since returned the freight. Please see our cancellation and return policy: If we are able to cancel your order before it is produced and/or shipped, there is not a charge for the cancellation. If the product has been shipped, you will be responsible for all inbound and outbound shipping charges. These charges will be deducted from your refund. Cancellations or returns must be authorized in advance. Please call ###-###-#### and a Customer Service representative will assess the situation and, if need be, issue a return authorization.

What is the return policy?

If an item needs to be returned at your request, round trip shipping costs and restocking fees will be charged (restocking fees vary depending on situation). Returns are only accepted within 30 days of receipt and ready to assemble products cannot be returned once they are assembled. The product must be in original packaging and re-sellable condition in order to be returned. Please call ###-###-#### and a Customer Service Representative will assess your situation. Officefurniture.com will facilitate the return of the product through the correct carrier and provide any necessary paperwork. Once the merchandise is received, a refund will be issued in the same method payment was made. If you have any doubts about color matching, please request free color samples prior to placing your order.

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Consumer

Response: