Complaint: [redacted]
I am rejecting this response because:On 10/31/16, we received a phone message from [redacted] delivery service in Jacksonville that the stand had arrived and was ready for delivery. I called them and they stated the stand had arrived on 10/30. Please remember that the business stated it arrived on 10/18. Since the stand was in Jacksonville I decided to accept it. I told the delivery service that we had to contact the vendor and clear it with them and then we would schedule it with them. We called the vendor and spoke to [redacted]. She said she would clear it with the owner. We have not heard back from the business. At this point we don't know what to do. On 11/3, we received an email from [redacted] again they were holding the stand and would call to setup a delivery time and date. If they can deliver the stand and it is not damaged, I will accept it.
Regards,
[redacted]
Complaint: [redacted]
I am rejecting this response because there are blatant inaccuracies in San Carlos Imports response. First of all, as for him " reaching out to us" we only received the last correspondence from San Carlos after I filed my complaint with the Revdex.com. We have had to initiate all correspondence regarding the shipping of the replacement portion of the desk.Secondly, It was implied that I was not home and that my report of events is "here say". I was driving home from work and in constant phone contact with my husband and arrived 15 minutes after the delivery. As the owner, [redacted] was rude and condescending on the phone and generally unhelpful, I allowed my husband to converse with him immediately after the damage was discovered. For San Carlos Imports to remark the damage was in transit or "after delivery" is very telling. He continues to blame the customer instead of resolve the issue. As I phone pictures were sent that are time marked within 15 minutes after delivery, and the item still on the pallet in our driveway, why would any business owner use language to infer the damage could have been "after delivery"? It just takes away any credibility he may have had.He is also inaccurate in his accusation that we are refusing to allow Pick up of the desk. I stated in e mail, he can pick up the desk at his expense but we do not have the means to wrap, band, package and pallet a solid wood 72" desk. Nor should we have to pay for this. We were in fact, as stated in my original complaint told over the phone to open the larger parcel to check for damages, after we discovered the damage in the smaller portion of the two piece desk. As we have waited nearly 3 months for the replacement piece, the packaging had to be thrown out. Again, a gross misrepresentation of the truth. As of yesterday, the email San Carlos sent to us gave us the option of pick up or waiting for the desk. We still desire to receive a replacement piece for the smaller section of the desk and he has been repeatedly assured the funds will be released at that time. This owner's business is obviously in big trouble if he can't get a damaged item he carries from his suppliers within 3 months. His recourse should be to seek insurance or damages through the carrier he deals with, [redacted] who has insurance just for such issues. Not through his customer. (They were also immediately called, and also very unhelpful.)Regards,[redacted]
Good news, after we filed the damage claim with the freight company, they notified us yesterday that they are at fault and accepted liability for the damages to the ddesk. We forwarded all the paper work for the pick up of the damage desk and we are replacing the desk.
Complaint: [redacted]
I am rejecting this response because: First of all I do not live in Miami, Fl. I live 340 miles north of Miami, close to Jacksonville. Obviously the company sent the stand to Miami and that is why they were unable to deliver it. I was told on three occasions that the stand was in Jacksonville and it would be delivered within 24-48 hours. I also paid extra to get faster delivery and personal service. The hurricane passed through Jacksonville on Saturday, October 8th, however commerce was flowing the day before the hurricane and immediately the day after.
Regards,
[redacted]
Complaint: [redacted]
I am rejecting this response because:The cost to ship back an item of this size is costly. Ultimately, we would be losing out on money that we work hard for. My mother knew that she was to inspect the item before accepting. She inspected the outside of the package and the box was fine. However, the item was not fine on the INSIDE. San Carlos shipping instructions should specify to open the package up to make sure item is damage free, before signing. This is something that should be corrected on their shipping policy. I cannot help to think we might have been conned into buying a piece that perhaps was already damaged in the first place? San Carlos website is all about 100% customer satisfaction, and I don’t believe this is true when there is so much hassle with the shipping process. I was never able to track my order. The transportation company called me 2 hours before arriving, almost impossible to get out of work. That is why my mother had to sign for it. San Carlos should consider a reputable transportation business as well, your clients should have hassle free shipping policies in place. A policy where that item is opened up for inspection and then signed for, would work well (this happens for appliances). Both my husband and I work hard for our money. We saved up to buy a beautiful furniture piece we saw online, that now has been sitting broken in our living room since November 16.
Regards,
[redacted]
Mr. [redacted] is correct he does live in Jasksonville, not Miami, our mistake, but we did send his shipment to JAcksonville. The freight company's BOL and if you track his shipment with the email we sent him after we shipped his order it would state that it was shipped to JAcksonville. Furthermore, Mr. [redacted] ordered white glove delviery, which is delivery of his order inside his his house, and has nothing to do with expididted delivery. We never stated it was expidited service nor on our web site does it state expidited service, ifd Mr. [redacted] would read our terns and policies, which he apparently did not, he would not make such fails statements. He would also ready our cancelation policies which states, "ONCE YOUR ODER HAS SHIPPED, LEFT OUR WAREHOUSE AND IN TRANSIT, THE CUSTOMER WILL BE REESPONSABILE FOR ALL SHIPPING COSTS INCURRED AND A 20% RETURN/RESTOCKING FEE, NO EXCEPTIONS". Furthermore, we are not responsabile for any delivery delay, caused but mother nature, as in a hurrican.
Complaint: [redacted]
I am rejecting this response because:On 10/31/16, we received a phone message from [redacted] delivery service in Jacksonville that the stand had arrived and was ready for delivery. I called them and they stated the stand had arrived on 10/30. Please remember that the business stated it arrived on 10/18. Since the stand was in Jacksonville I decided to accept it. I told the delivery service that we had to contact the vendor and clear it with them and then we would schedule it with them. We called the vendor and spoke to [redacted]. She said she would clear it with the owner. We have not heard back from the business. At this point we don't know what to do. On 11/3, we received an email from [redacted] again they were holding the stand and would call to setup a delivery time and date. If they can deliver the stand and it is not damaged, I will accept it.
Regards,
[redacted]
Complaint: [redacted]
I am rejecting this response because there are blatant inaccuracies in San Carlos Imports response. First of all, as for him " reaching out to us" we only received the last correspondence from San Carlos after I filed my complaint with the Revdex.com. We have had to initiate all correspondence regarding the shipping of the replacement portion of the desk.Secondly, It was implied that I was not home and that my report of events is "here say". I was driving home from work and in constant phone contact with my husband and arrived 15 minutes after the delivery. As the owner, [redacted] was rude and condescending on the phone and generally unhelpful, I allowed my husband to converse with him immediately after the damage was discovered. For San Carlos Imports to remark the damage was in transit or "after delivery" is very telling. He continues to blame the customer instead of resolve the issue. As I phone pictures were sent that are time marked within 15 minutes after delivery, and the item still on the pallet in our driveway, why would any business owner use language to infer the damage could have been "after delivery"? It just takes away any credibility he may have had.He is also inaccurate in his accusation that we are refusing to allow Pick up of the desk. I stated in e mail, he can pick up the desk at his expense but we do not have the means to wrap, band, package and pallet a solid wood 72" desk. Nor should we have to pay for this. We were in fact, as stated in my original complaint told over the phone to open the larger parcel to check for damages, after we discovered the damage in the smaller portion of the two piece desk. As we have waited nearly 3 months for the replacement piece, the packaging had to be thrown out. Again, a gross misrepresentation of the truth. As of yesterday, the email San Carlos sent to us gave us the option of pick up or waiting for the desk. We still desire to receive a replacement piece for the smaller section of the desk and he has been repeatedly assured the funds will be released at that time. This owner's business is obviously in big trouble if he can't get a damaged item he carries from his suppliers within 3 months. His recourse should be to seek insurance or damages through the carrier he deals with, [redacted] who has insurance just for such issues. Not through his customer. (They were also immediately called, and also very unhelpful.)Regards,[redacted]
Good news, after we filed the damage claim with the freight company, they notified us yesterday that they are at fault and accepted liability for the damages to the ddesk. We forwarded all the paper work for the pick up of the damage desk and we are replacing the desk.
Complaint: [redacted]
I am rejecting this response because: First of all I do not live in Miami, Fl. I live 340 miles north of Miami, close to Jacksonville. Obviously the company sent the stand to Miami and that is why they were unable to deliver it. I was told on three occasions that the stand was in Jacksonville and it would be delivered within 24-48 hours. I also paid extra to get faster delivery and personal service. The hurricane passed through Jacksonville on Saturday, October 8th, however commerce was flowing the day before the hurricane and immediately the day after.
Regards,
[redacted]
Complaint: [redacted]
I am rejecting this response because:The cost to ship back an item of this size is costly. Ultimately, we would be losing out on money that we work hard for. My mother knew that she was to inspect the item before accepting. She inspected the outside of the package and the box was fine. However, the item was not fine on the INSIDE. San Carlos shipping instructions should specify to open the package up to make sure item is damage free, before signing. This is something that should be corrected on their shipping policy. I cannot help to think we might have been conned into buying a piece that perhaps was already damaged in the first place? San Carlos website is all about 100% customer satisfaction, and I don’t believe this is true when there is so much hassle with the shipping process. I was never able to track my order. The transportation company called me 2 hours before arriving, almost impossible to get out of work. That is why my mother had to sign for it. San Carlos should consider a reputable transportation business as well, your clients should have hassle free shipping policies in place. A policy where that item is opened up for inspection and then signed for, would work well (this happens for appliances). Both my husband and I work hard for our money. We saved up to buy a beautiful furniture piece we saw online, that now has been sitting broken in our living room since November 16.
Regards,
[redacted]
Mr. [redacted] is correct he does live in Jasksonville, not Miami, our mistake, but we did send his shipment to JAcksonville. The freight company's BOL and if you track his shipment with the email we sent him after we shipped his order it would state that it was shipped to JAcksonville. Furthermore, Mr. [redacted] ordered white glove delviery, which is delivery of his order inside his his house, and has nothing to do with expididted delivery. We never stated it was expidited service nor on our web site does it state expidited service, ifd Mr. [redacted] would read our terns and policies, which he apparently did not, he would not make such fails statements. He would also ready our cancelation policies which states, "ONCE YOUR ODER HAS SHIPPED, LEFT OUR WAREHOUSE AND IN TRANSIT, THE CUSTOMER WILL BE REESPONSABILE FOR ALL SHIPPING COSTS INCURRED AND A 20% RETURN/RESTOCKING FEE, NO EXCEPTIONS". Furthermore, we are not responsabile for any delivery delay, caused but mother nature, as in a hurrican.