UpCountry Reviews (%countItem)
UpCountry Rating
Address: 3443 Fairview St, Burlington, Ontario, Canada, L7N 2R4
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. I had *** open a dispute file 30 days ago on my behalf, after following their initial instructions, and during which time they have provided my account with a "temporary credit " in the amount as shown on the invoice. I have just been advised by ***, (through my contact efforts), that a rebuttal was, in fact, received from the merchant, ***. It is clearly indicated in the merchant's email of December 23rd that they acknowledged their mistakes and did not produce what I ordered otherwise why apologize and offer me compensation?? I have made it very clear that I want a refund. I am 45 days into this mess with no resolve and apparently it is not yet over as, according to ***/***, I have to respond to the merchant's rebuttal. I told the individual at *** Disputes that I have provided all documentation to them that it is now up to ***/*** to handle this for me. I have been a customer of *** for over 30 years. I find it incomprehensible that I am even having to deal with this matter given that the merchant messed up the order and will not take responsibility. Did anyone actually take the time to read my emails? This is a large sum of money. Not only did I wait 4 months for the furniture and now this what I have to deal with?***. Each time I call the dispute centre I have to speak with a different person. Is anybody REALLY handling this?
I want a full refund and an apology.
Revdex.com
Complaint Administrator
XXX-XXX-XXXX
We are replying to case ID: XXXXXXX which is private information and not for public view related to the dispute of a custom sectional.
On September 7, 2019, the client purchased a custom three piece leather sectional from UpCountry on order ***. At the time of purchase, according to our policy, the salesperson advised her of UpCountry's Terms and Conditions, which are located on the reverse side of the sales order. In particular, the client was advised that because she was ordering custom made to order furniture, this was a Final Sale and therefore not eligible for cancellation or refund. The client signed the terms and conditions, acknowledging that she had read and accepted the terms.
When the custom sectional was delivered on December 21, 2019, the client advised us that the cushions did not have the upgraded RF seat fill she had ordered. The manufacturer has offered to correct this.
The client also complained that the sofa portion of the sectional was manufactured with three separate seat cushions and she had wanted a single bench cushion. The sofa was made with three separate cushions as per her original order. As indicated on order *** there is not a specification for a bench seat for the Imogen Sofa B component. Despite this fact the manufacturer offered, only as a goodwill gesture,to change her cushions to a single bench cushion. The client has not accepted this offer.
Additionally, the customer complained that the edges on the internal connecting sides of sectional were upholstered in fabric, not leather. Again, *** did not indicate that the sectional pieces were to be manufactured with leather sides. All leather sectionals from the manufacturer are made this way, it is not a defect.
Moreover, manufacturing a leather sectional without fabric vent panels would be an unusual request and discouraged. The manufacturer of the sectional is one of the top furniture manufacturers by quality and design in the country. They have stated sectionals are always constructed with fabric panels in order to facilitate air flow and to prevent ballooning when a person sits on the furniture. They also point out that leather will show wear quickly if it is rubbing against leather between the sectional segments. Furthermore, individual sections are not made to be standalone pieces of furniture, they are intended to be joined together and used as a single unit.
UpCountry strongly disputes that the client discussed this specification at the time of purchase with our salesperson. We also reiterate that this specification was also not noted on her purchase order.
Despite this, with our only goal being customer satisfaction and not an admission of wrongful action, in addition to the manufacturer's offers, UpCountry offered the client a goodwill discount of $2800 for her inconvenience. The client has rejected all offers and insists on a full refund. Due to the client's subsequent action of initiating a dispute with her credit card company, we have now rescinded this offer.
Our offers to correct a minor manufacturing oversight in the fill of the cushion and also provide the client with a bench seat for her sofa, which was not initially ordered demonstrates UpCountry's commitment to stand behind our furniture. We believe the customer is trying to use a chargeback from *** as a way of getting out of a purchase that she now regrets.
Unfortunately, the client has declined all of our offers, including our final generous offer to accept the return of the sectional, subject to a restocking fee of 20%. Instead, she has threatened legal action against UpCountry.
Please advise if you require any additional information. Emails can be provided to confirm the above and attest to our efforts to reach a fair and amicable resolution.
This is the first time Upcountry has experienced a chargeback to *** and customer complaint to the Revdex.com.
Sincerely,
*** President
UpCountry Furniture
(The consumer indicated he/she DID NOT accept the response from the business.)
***
I would reiterate that the conversation regarding the fill of the seat cushions, the configuration of the seats and the ability to separate the sectional took place with 4 people present as stated in my response letter.
I waited 4 months for the sofa to be produced. The order was produced incorrectly. Terms and Conditions, should not be applicable since the order was wrong.
HIs comment regarding the manufacturer as being one of the best in the country and how the sofa was manufactured (according to industry standard) is irrelevant. AsI stated in my response letter nothing was said to me regarding the construction of the sofa at the time of purchase or any time during the 4 months it took to manufacture. The sofa was made incorrectly.
The conversation that took place also covered the bench seating vs the individual seat cushions. You will note that the copies of the Order in my possession have no diagram. And again, on the day of delivery, I contacted and spoke with the salesperson directly to advise him of the seat configuration mistake and he in turn stated that the request was on on their instructions to the manufacturer. As the consumer, I have no control of the internal procedures followed between the merchant and the manufacturer.
The owner's insinuation that I regret the purchase is personal and unwarranted as he knows nothing of my personal situation. He should keep to the facts of the matter and take responsibility for the mistake which has been made. ***. At no point in time has he made any effort to contact me directly which would attest to the level of customer service, but rather, has *** forced me to act in trying to resolve this debacle.
I paid $12,000 for this sofa. A lot of money for something that was made incorrectly. As a consumer, my rights should be protected. I should not have to accept anything less than what was ordered.