Totally Kids

1/24/Customer purchased a Captain's Bed and received a 5% discount at the time of her purchase She was informed that the standard lead time was approximately - weeks 4/9/Totally Kids Manager spoke with the customer and informed her of a backorder on her purchase and was given an updated ship date of late April Customer was understanding and wanted to wait for the backorder 4/16/Totally Kids Manager contacted the customer regarding backorder and offered an additional 5% discount for her delayed shipment Customer wanted to wait for the order 4/17/Per agreement, an additional 5% discount was credited to the customer's original form of payment 4/21/Order shipped to customer 5/5/Customer contacted Totally Kids Manger to inform him of a damaged shipment Manager requested pictures of the damage to help identify the issue and find the most efficient and effective solution 5/19/Totally Kid’s Manager received pictures and followed up with customerNo response from customer 6/9/ Totally Kids Manager followed up with customer a second timeNo response from customer 6/22/ Customer expressed her desire to have Totally Kids replace the damaged parts 7/23/Replacement parts shipped to customer 3/31/Customer contacted Totally Kids Manager about an issue with the bed Manager requested photos to help identify the issue 4/4/Totally Kids Manager received pictures of broken bed partsManager acknowledged email and opened case 4/11/Totally Kids Manager requested and received additional information from the customer regarding issue 4/29/Totally Kids Manager informed customer that the product was past manufacturer warranty and there would be a charge to replace partsThe cost of replacing the items would be $525.00, but as a good faith gesture, Totally Kids would offer a 50% discount saving her $Customer was not satisfied with that solution This is the best that we can do to keep our customer satisfiedUnfortunately, in this case, we’re unable to retain customer satisfaction

To Whom It May Concern: This letter is in response to Case # *** Prior to receiving notice from the Revdex.com, Totally Kids had made arrangements with this customer and will be shipping her the items she needs to her home allowing this issue resolved as quickly as possibleAs a
company, we pride ourselves on prompt service in resolving any issues as quickly as possibleRegrettably through an internal miscommunication, this customer did not receive this service When I spoke to the customer last week, she allowed me to apologize for our lack of customer service with her order and being the class act that she is, and has been throughout this process, she graciously accepted my apology. We look forward to supplying this customer with tracking information for her replacement parts next week so her order will be complete. Please feel free to contact me if you feel I can be of any further assistance Totally Kids Customer Care Manager

Initial Business Response /* (1000, 6, 2015/07/14) */
To Whom It May Concern:
This letter is in response to Case # ***
Prior to receiving notice from the Revdex.com, Totally Kids had made arrangements with this customer to remove the product from their home and refunding them in
full
Totally Kids regret there was a misunderstanding concerning "engineered wood" and have found it our responsibility to allow the product to be returned for a full refund
Concerning the Prop issue, Totally Kids has explained to the customer that this bed was labeled Prop because California Law dictates that any product that comes into contact with potential harmful properties must carry this labelUnder California Law sawdust is a harmful property and any products coming into contact with sawdust, must contain the Prop labelWe informed the customer that any bed manufactured out of wood, (engineered or natural) will come into contact with sawdust
Please feel free to contact me if you feel I can be of any further assistance
Totally Kids
Customer Care Manager

We regret our customer's dissatisfaction with our return policy, but they did agree to our terms & conditions at the time of their purchase, which is stated in our previous response

I am rejecting this response because:I heard from the company ONLY after contacting the Revdex.comI am still waiting for shipping/tracking information for the replacement items

5/25/2016 Customer placed an order for a Nielsen Full Size Loft with the Nielsenn Full Size Bottom BedAll orders are subject to company policy stated here. 6/07/Order in transit and customer was emailed and called with shipment tracking information
6/08/2016Customer signed for and received delivery 6/09/2016Customer called to inquire about their order and thought they may have the wrong boxes. Totally Kids confirmed they received their proper boxes. 6/10/20161st Call: Customer called expressing the desire to return the furniture because it doesn’t fit in the bedroom as imaginedStore Manager informed customer of Totally Kids’ return policy. 6/10/20162nd Call: Customer called expressing the desire to return the furniture because it doesn’t fit in the bedroom as imaginedStore Manager informed customer of Totally Kids’ return policy “Return PolicyMerchandise may not be returned without formal prior approval from authorized personnel in our officeItems must be returned prepaid, in the original packaging within days of receiving the merchandiseWe are unable to offer returns on modified or previously assembled itemsWe cannot accept returns sent C.O.D. and original shipping charges are not refundableAll returns and cancellations are subject to a 20% restocking feeOriginal receipts are required for all returns.” http://www.thebeanbagstore.com/submit.html 6/10/20163rd Call:Customer’s husband called expressing his general unhappiness with the product and if there’s any way to return the assembled furniture, he would like to do soStore Manager also informed him that at the time the order was placed, the Terms and Conditions were agreed toAgain, since the furniture is out of box and is has been assembled, respectfully, a return cannot be authorized 6/10/20164th Call:Customer called back and personally threatened the original sales person and our Store Manager, and then customer ended the call In the end, customer agreed to company return policy at the time the order was placedAfter receiving and assembling the merchandise, customer was hoping for Totally Kids to go against company policy and to authorize a merchandise returnIt is standard industry policy that once furniture has been assembled, it is not returnableThis is also true of Totally Kids’ policy, which has been in place for over years. Our manager has communicated this with the customer on numerous occasions breaking down the return policy in detail We regret that we could not satisfy our valued customer. However, Totally Kids’ company policy cannot be altered. Please let me know if you require additional information

Totally Kids is happy to supply parts needed while available at no cost. However, the shipping charges will need to be paid by the recipient before parts can be shipped.

1/24/2015 Customer purchased a Captain's Bed and received a 5% discount at the time of her purchase.  She was informed that the standard lead time was approximately 8 - 10 weeks.   4/9/2015 Totally Kids Manager spoke with the customer and informed her of a backorder on her purchase and...

was given an updated ship date of late April.  Customer was understanding and wanted to wait for the backorder.    4/16/2015 Totally Kids Manager contacted the customer regarding backorder and offered an additional 5% discount for her delayed shipment.  Customer wanted to wait for the order.   4/17/2015 Per agreement, an additional 5% discount was credited to the customer's original form of payment.    4/21/2015 Order shipped to customer.   5/5/2015 Customer contacted Totally Kids Manger to inform him of a damaged shipment.  Manager requested pictures of the damage to help identify the issue and find the most efficient and effective solution.    5/19/2015 Totally Kid’s Manager received pictures and followed up with customer. No response from customer.   6/9/2015  Totally Kids Manager followed up with customer a second time. No response from customer.   6/22/2015  Customer expressed her desire to have Totally Kids replace the damaged parts.   7/23/2015 Replacement parts shipped to customer.   3/31/2016 Customer contacted Totally Kids Manager about an issue with the bed.  Manager requested photos to help identify the issue.    4/4/2016 Totally Kids Manager received pictures of broken bed parts. Manager acknowledged email and opened case.    4/11/2016 Totally Kids Manager requested and received additional information from the customer regarding issue.   4/29/2016 Totally Kids Manager informed customer that the product was past manufacturer warranty and there would be a charge to replace parts. The cost of replacing the items would be $525.00, but as a good faith gesture, Totally Kids would offer a 50% discount saving her $262.50. Customer was not satisfied with that solution.   This is the best that we can do to keep our customer satisfied. Unfortunately, in this case, we’re unable to retain customer satisfaction.

I am rejecting this response because:  As noted in my prior response, Totally Kids is revising its return policy, which is inconsistent with the Sales Order. I recognize that Totally Kids will not do the correct thing and accept the return as allowed under the Sales Order. I have followed up on my "threat" and posted a complaint with Revdex.com, and I have withheld payment thru American Express. My hope is that other potential customers will see that this is not a trust worthy company and should not do business with them.

I am rejecting this response because:  I want the bed replaced completely.

Review: I bought a pair of pants. I went in the store 2 days later to return the item, however I could not find the receipt. The store policy states that no exchangs or refunds can be given without the receipt. I called the corporate office and left 2 messages and still have not received a call back. It has been about 3 weeks. I have the receipt from the purchase that I made 30 seconds after the pants, however, in the confusion of purchasing a second item, the receipt was misplaced, or never given to me.Desired Settlement: I would like my money back for the item I purchased. I no longer want an exchange. I have no desire to own any product from a store that cares so little for their customers.