Oly Studio

1. The complaint that was made is unclear to us. It is not incident specific or time specific. It is hard to respond when it is unclear exactly what we are responding to2. One incident that I am aware of is a recent purchase of carpet by Mrs
***. Two things happened in this purchase: Mrs*** did not receive enough carpet to finish her job and Mrs*** did not receive her carpet in the time frame that she was expecting. I have a response to each of those situationsa. First, the total invoice amount for her carpet is $1,dated March 17, 2015. If by a disputed amount of $she means to ask for a discount in that amount, I feel that is an unreasonable requestb. When Mrs*** came in to order her carpet is was made clear this was going to be a cash and carry job. Cash and carry means the customer is responsible for supplying our store with the exact amount of carpet they need. Mrs*** had her own carpet installer that should have provided her with exact measurements of what she needed. Ultimately it is not Flooring Design Center’s responsibility that Mrs*** did not end up with the amount of carpet she needed. However, when speaking with her I asked her to go over the information with her installer and call me back to let me know how much more she needed and we could figure it out. She said she would probable make it work with other carpet she had and to this date I have not heard back from herc. To address the issue of receiving carpet when she was expecting it: Mrs*** came in at the last minute expecting to receive something by a date that was virtually impossible. My staff is trained to provide customers everything they need when they need it, however at times there is nothing we can do. It was communicated many times to Mrs*** that what she was asking for would not happen because it could not happen3. I feel like this complaint is unnecessary and all the problems complained about are due to problems the customer created Thank you, *** ***

We ordered a chandelier that cost several thousand dollars. It arrived months later. One piece fell off and broke as soon as we opened the package. It is supposed to be a cloud of bubbles, but the bubbles look very gray, not really white like the photo, and there are large gaps between them where the wire frame is quite visible. My designer contacted the company, and they want us to pay extra for enough bubbles to cover the frame. This is really insulting. Overpriced crappy quality.

The veneer is cracking, 3 months after delivery. The finish and quality is not what is expected.I worked through designer, [redacted]. See details below:Sales person: [redacted]Customer #[redacted]Quote [redacted]Item: [redacted]Desired SettlementI would like the cabinet replaced (damage free) or refunded in full.Business Response Please direct claim to designer [redacted], as per our terms and conditions we do not work with third parties as items were sold by us to the designer and we do not communicate directly with end-users.Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.)I have other emails. Please let me know where I can send the additional emails/notes to. My name is also on the invoice. I paid a lot of money for this cabinet and it shouldn't be cracking this soon. Poor workmanship!The email below was sent to the designer ([redacted]). [redacted], Thank you sending the claim form and photos. Unfortunately, we are unable to approve your claim and must notify you of a denial. With respect to the sample versus the finish on the Simone that was received; unless I'm missing something they look nearly identical. The actual Simone appears slightly darker than the sample; however it does not look black. Regarding the crack on the cabinet; this item was delivered over three months ago in good condition per the delivery receipt signed by The Webb. Since the delivery receipt indicates that the cabinet was undamaged when it was received, we cannot account for how this damage occurred in the subsequent months, as it is not a manufacturing defect. I would encourage you to seek compensation from The Webb since the cabinet was undamaged when they received it as indicated on the delivery receipt. Best Regards, [redacted]Post Sales Support Oly875 E. Patriot Blvd. # 205Reno, NV 89511Phone 775-336-2121Fax [email protected] Final Business Response Our claims dept is in the process of coordinating replacement with designer.Final Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.)Per my designer, I understand they plan on replacing the cabinet. I would like to keep this file open until I receive the new cabinet. Is that ok? I would also like them to cover the delivery and pick up of the new cabinet and existing cabinet.Thank you!

Service Issues, Repair Issue, Customer Service Issue, Billing IssueAs an Interior Designer, I purchased a sideboard cabinet on behalf of my client. The first cabinet was delivered to the residence. I inspected it along with the client, and determined that the piece was not a first quality product as the doors rocked in the tracks and all the joints were not finished properly. After providing the returns dept. several photos and video, they agreed that it should be replaced. I also agreed. The Returns Department shipped the cabinet back to my 3rd party delivery agent and requested that I repackage the existing one and ship that back with my 3rd party agent. I was under the impression that I would not be responsible for payment for return and re-delivery of this product, and yet I was. I paid out of pocked $305.00 to my 3rd party company, and kindly asked how I could submit the claim to OLY to be reimbursed. I repeatedly received the same arrogant toned email one after another with this request from the same man who "helped" exchange the piece.NOW, we have received the new piece which was supposedly inspected by [redacted] the head of the Returns dept, and determined first quality. However, the front door now falls out of the track because a small latch is completely stuck and cannot be disengaged. I have asked numerous times and send numerous emails to [redacted] and she has not responded nor has returned my phone calls, instead she states that she never received my emails and that she would return my phone call 5 days later she has still not made any attempt to respond to these issues.Product_Or_Service: Thor Sideboard CabinetOrder_Number: [redacted]Account_Number: [redacted]Desired Settlement#1. I am requesting reimbursment for the delivery/exchange fee that I paid out of pocket. Exchange delivery should be covered by OLY for a manufactured defective product.#2. I am also requesting a service tech to repair the door, or send a replacement door, also at OLYs cost.Business Response Oly agreed to repair cabinet. Pick-up for item was scheduled but end-consumer would not allow to be picked up. Per Oly's terms and conditions (attached), Oly does not work directly third parties. Oly contacted [redacted] in regards to end-customer not allowing pick-up. Numerous emails were exchanged in regards to pick. on 5/8, [redacted] sent email that item was ready to pick up. Email documentation available if needed

Ordered a bench for my client on 10/14/2013 that was delivered 6 months later with dark stains. Oly would not repair or replace the bench.Customer # [redacted]Sales Order [redacted]SKU [redacted]Description [redacted] large bench silvery ivory mohairordered on 10/14/2013Delivered 3/8/2013 to my client. She noticed small dark spots on the fabric.I immediately sent notice to [redacted] and I filled out a claims report.At first Oly said they were sorry, and wanted me to repair the bench stains.I sent my upholstery guy to look at the spots and he felt one spot had attempted to be cleaned, but 5 dark spots remained.Oly then said they would not repair or replace this stained bench.The post [redacted] from Oly stated:If you had an upholstery person determine that the stains had been previously cleaned, you need to speak to [redacted] regarding reimbursement. Your hired receiving group signed the delivery receipt clear, indicating no damage, so based on what you're saying it's reasonable to assume that they stained the bench then attempted to clean it. We put every piece of our furniture through several quality checks, and something like this would not have left our warehouse. In addition, per your statement that you will return this bench to Oly "at our expense", please do not do so. Your return will not be accepted. At this point, since your explanation has indicated that your receiving group damaged and then attempted to clean the bench, Oly will not be able to assist with a repair, cleaning, replacement or refund. Please refer to the attached copy of Oly's Terms and Conditions which will clear up the confusion you may have regarding receiving Oly product and our return policies/requirements. This claim has been closed.The warehouse signed a clean delivery indicating no damage to the box. They did not open the box until it arrived at my client's home. That is when they saw the black stains on the fabric.The warehouse has the bench because my client will not accept a stained bench.Oly should offer to replace the fabric or send a rep from ** to look at the bench. The stains still remain and I have a very upset client.Desired Settlementrepair or replace the bench.It took 6 months- delayed- to get this bench to my client.Oly needs to stand behind its product.Either replace the bench or repair the bench to 100% satisfaction.Business Response Case was closed due to the statement that stain was already attempted to be cleaned after item was received as clear. Below is timeline of what happened. Email documentation available upon request.3/14/14 - Received claim.3/19/14 - I asked the customer to get an estimate to clean the stains.3/20/14 - Customer replied and was very unhappy that I suggest they get an estimate to clean the stains. She stated, "This is the first time I have worked with Oly on a project. I am a little disappointed that you are not willing to take ownership and send a rep to see the bench and have it repaired at no cost to my client or myself for the time taken to hunt down someone to come and review the damage This is unfair to have someone else repair something that was a manufacturers issue. I have worked with many manufacturers over the years and they always sent a rep to review damage. The issue was quickly resolved and the client or myself were not put out trying to find someone to help us. To track down a reputable upholstery cleaner, send you a formal repair notice, wait for a repair authorization, then wait again to be reimbursed is very disappointing. I would like someone to contact me and schedule an inspection of the damaged bench from the ** office. This is a very embarrassing situation after waiting 6 months, delayed shipping, then have it delivered damaged to my clients home. If I was in ** and at the delivery, I would have refused it and sent it back to you. But I am in [redacted] and you need to resolve this issue in a more professional manner."3/20/14 - I e-mailed [redacted] and stated the delivery receipt was signed clear, and we were offering to reimburse the cleaning as customer courtesy. I wrote, "Per our Terms and Conditions, any issues with Oly product must be noted on the delivery receipt at the time the product is received. The delivery receipt for this shipment was signed clear, indicating all items were received in good order. We are offering to reimburse the expense of having the blemishes cleaned/removed as a customer courtesy. This is not a customary practice; however I received authorization to make this exception for you. If this is not satisfactory, I would encourage you to seek compensation from your contracted receiver since the delivery receipt for this shipment did not reflect any damage or issues. How did these blemishes appear after the bench was received in good order by [redacted]? I am sorry, but Oly does not have field technicians that perform repairs. If you'd like, we can proceed with the possible repair and reimbursement, or the bench can be packaged and returned to Oly for a refund. Please let me know how you'd like to proceed."4/7/14 - E-mail from [redacted] stating her upholstery person determined a cleaning attempt had already been made on the bench.4/8/14 - I explained to [redacted] that her receiver signed the delivery receipt clear, indicating no damage or issues. If the bench was fine when it was received but was subsequently cleaned, she needed to discuss the issue with the receiving group that presumably stained and attempted to clean the bench prior to delivery to the end-client. I attached our Terms and Conditions to this e-mail and advised her that the claim was closed based on the photos she provided as well as our assessment of the damage.Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.)The receiving warehouse signed a clear delivery on the box the bench was received in. They do not open every box and make a delivery truck wait until the box is opened then sign a release.It WAS NOTED on the delivery made to my client that there were spots all over the bench. She immediately wrote it on the invoice and took photos of the damage.We then called my upholstery guy in ** and he said it LOOKS LIKE an attempt was made to clean it because one spot looked orange. He did not know what caused this spot to be orange. IT WAS AN ASSUMPTION ON HIS PART- NOT FURTHER INVESTIGATED.Upon hearing my remarks about the attempt- OLY withdrew.They also said I CANNOT RETURN THE BENCH TO OLY FOR A REFUND.DATED 4/8/ 2014From [redacted] yesterday:If you had an upholstery person determine that the stains had been previously cleaned, you need to speak to [redacted] regarding reimbursement. Your hired receiving group signed the delivery receipt clear, indicating no damage, so based on what you're saying it's reasonable to assume that they stained the bench then attempted to clean it. We put every piece of our furniture through several quality checks, and something like this would not have left our warehouse. In addition, per your statement that you will return this bench to Oly "at our expense", please do not do so. Your return will not be accepted. At this point, since your explanation has indicated that your receiving group damaged and then attempted to clean the bench, Oly will not be able to assist with a repair, cleaning, replacement or refund. Please refer to the attached copy of Oly's Terms and Conditions which will clear up the confusion you may have regarding receiving Oly product and our return policies/requirements. This claim has been closed. AS OF TODAY- 6/17/2014 nothing has been done to the bench and it seems Oly has had 4 complaints in the last 12 months for product issues and delivery issues. So I am still not happy with the way OLY has conducted themselves in this matterFinal Business Response We apologize for the inconvenience that was incurred. As a company, we do need to abide by our terms and conditions but will make an exception for this situation. A representative from our claims dept will contact customer to schedule pick-up for bench to be repaired.