The Velvet Touch Moving & Storage

Review: I purchased a table from the Restoration Hardware Outlet in Riverhead. The price list says the item cost $295 to deliver to NJ - 25 miles radius within each state. It also says "outside 25 miles radius will be charged hourly." Although I live within 25 miles of New York City, they are now saying that the radius is mileage from their warehouse. No where on the sheet does it say this. They said that I live 4 miles beyond the radius and that the extra 4 miles means I have to pay an additional $155. They are unable to articulate how they came up with this number. I am arguiing this decision and now they are telling me that I need to pay a "storage" charge since they haven't been able to deliver it yet. This is fraudulent on a number of levels.Desired Settlement: I would like a refund for the difference between what is quoted on the rate sheet ($295) and what they are charging me.

Business

Response:

To Whom It May Concern:

This letter is in response to ID # [redacted]. I will address each question & comment individually.

1. As stated in the previous response: Yes, [redacted] was initially informed that the mileage was calculated from the Bronx. When the new phone representative's supervisor caught the error -[redacted] was notified

& the price was changed. She was then quoted the correct price.

2. How is the mileage determined?

When calculating mileage there are are certain roadway restrictions for trucks that need to be taken into consideration. [redacted] wanted us to go via the Holland Tunnel which would have put her within the 25 mile radius. Our 26 ft. trucks are not permitted to travel on that roadway. When traveling to NJ we use The George Washington bridge which is located by our warehouse in the Bronx.

We determine the mileage for NJ deliveries starting from Fort Lee which is the start of NJ on that route. Please see the attached map with the calculated mileage. It shows that from that starting point in NJ,Fort Lee,to [redacted] 's residence it is 30.6 miles

3. In response to [redacted]'s comment about us cha nging locations per job to collect additional fees:

That comment is not correct. You can't change the starting point of a state. Fort Lee is located at the very beginning of NJ. The mileage is based from the first poi n t of the state to the residence.

4. ln response to [redacted]'s question about the hourly rate How do I know I was not being charged higher than the norm?":

A reputable company's hourly rate is documented with the Department of Transportation. It is on our tariff. Moving companies are regulated and are not permitted to change their rates per job. It is a set rate. Not sure how others run their business I know I would never jeopardize mine.

5. In response to [redacted]'s final comments about storage & on line information :

As specified on the rate sheet provided by Restoration Hardware all items not delivered with I n a week are subject to a $25 storage fee. A week is sufficient time to set up a delivery date.

I am unsure as to why she feels she is a victim. We apologized for the initial error & corrected it. The correct mileage was determined & she was charged the correct price.

As for the "quick search" on line - consumers have the ability to post whatever they feel on the internet. We can't help that.

We here at the Velvet Touch have an excellent rating wi th the Revdex.com, The Department of Transportation and the Federal Motor Carrier Administration- where it really counts!

Thank you, [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 because:

Velvet Touch is still not explaining the issue of how they determine their 25 mile radius. It does not say on their rate sheet what the center of the radius is. My home is within a 25 mile radius of New York City and the NJ/NY state line. For this reason, I expected to be within the 25 mile radius. Only after I made my purchase and spoke with Velvet Touch did they inform me (by phone) that in fact it's a 25 mile radius from the Bronx. That is completely counter intuitive and they could be changing that located for every single customer to make sure that all customers fall outside the radius so that they can collect additional fees.

Also, no where on their rate sheet does it say what their hourly rate is. How do I know I was not being charged higher than the norm?

Finally, as I was appealing the additional charges with them they informed me that I would immediately begin being charged a "storage fee" if I didn't have my furniture delivered within a certain number of days. What choice did I have? This is all the makings of a total scam and a quick search of this company online shows that I'm not the only one who's fallen victim.

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

Sincerely,

Business

Response:

To Whom It May Concern:

This letter is in response to ID # [redacted]. I will address each question & comment individually.

1. As stated in the previous response: Yes, [redacted] was initially informed that the mileage was calculated from the Bronx. When the new phone representative's supervisor caught the error -[redacted] was notified

& the price was changed. She was then quoted the correct price.

2. How is the mileage determined?

When calculating mileage there are are certain roadway restrictions for trucks that need to be taken into consideration. [redacted] wanted us to go via the Holland Tunnel which would have put her within the 25 mile radius. Our 26 ft. trucks are not permitted to travel on that roadway. When traveling to NJ we use The George Washington bridge which is located by our warehouse in the Bronx.

We determi ne the mileage for NJ deliveries starting from Fort Lee which is the start of NJ on that route. Please see the attached map with the calculated mileage. It shows that from that starting point in NJ,Fort Lee,to [redacted] 's residence it is 30.6 miles

3. In response to [redacted]'s comment about us cha nging locations per job to collect additional fees:

That comment is not correct. You can't change the starting point of a state. Fort Lee is located at the very beginning of NJ. The mileage is based from the first point of the state to the residence.

4. In response to [redacted]'s question about the hourly rate How do I know I was not being charged higher than the norm?":

A reputable company's hourly rate is documented with the Department of Transportation. It is on our tariff. Moving companies are regulated and are not permitted to change their rates per job. It is a set rate. Not sure how others run their business I know I would never jeopardize mine.

5. In response to [redacted]'s final comments about storage & on line information :

As specified on the rate sheet provided by Restoration Hardware all items not delivered with in a week are subject to a $25 storage fee. A week is sufficient time to set up a delivery date.

Iam unsure as to why she feels she is a victim. We apologized for the initial error & corrected it. The correct mileage was determined & she was charged the correct price.

As for the "quick search" on line - consumers have the ability to post whatever they feel on the internet. We can't help that.

We here at the Velvet Touch have an excellent rating wi th the Revdex.com, The Department of Transportation and the Federal Motor Carrier Administration- where it really counts!

Thank you,

Review: My furniture was picked up at a store by this third party delivery company. They contacted me to arrange a delivery time and we agreed on Wednesday, May [redacted], 2015. I was called the night before with a delivery window of 12pm-5pm. At the end of the window I called to see if the furniture was coming. I was told that they are behind and I was the next delivery and it was going to happen between 6pm and 7pm. I continued to wait then was contacted to say the furniture was not coming in that window and can it be scheduled for Saturday. I said no I took off of work today and I have purchased event tickets for Saturday. They asked for the following Wednesday and I said I could not take off of work again. They agreed to have the driver deliver it late as he would be on other deliveries late. He never called or showed up. I called this morning Thursday, May [redacted] 2015 at 8:15am and asked where my furniture was and how to resolve this. The gentleman said when the driver comes in around 8:30am - 9:00am with the paperwork they would call me back. I did not receive a phone call. I called at 9:50am and asked where is my furniture. They said the driver was delivering until 2am and they don't have my paperwork. I was again told the only time they are willing to deliver it was when I cannot be available. I requested a late delivery as they were supposedly delivering late last night. I was told no we only deliver for this store on certain days and although they didn't come as scheduled they were not willing to accommodate me although they didn't honor the original date. They said we won't charge you storage and you can get the furniture in the Bronx for no charge. It was purchased in Riverhead very far from the Bronx and much closer to my house. I cannot pick the furniture up because it is heavy or I would have originally taken it on my own. Please help me get my furniture delivered.Desired Settlement: Delivery of my furniture at a convenient time that does not interfere with my work schedule and a full discount for the service for the inconvenience incurred.

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. We have resolved this to my satisfaction on our own after you contacted them.

Sincerely,