US Evaluations

Mr [redacted] is correct he does live in Jasksonville, not Miami, our mistake, but we did send his shipment to JAcksonvilleThe 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 JAcksonvilleFurthermore, Mr [redacted] ordered white glove delviery, which is delivery of his order inside his his house, and has nothing to do with expididted deliveryWe 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 statementsHe 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 there are blatant inaccuracies in San Carlos Imports responseFirst 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 minutes after the deliveryAs 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 discoveredFor San Carlos Imports to remark the damage was in transit or "after delivery" is very tellingHe continues to blame the customer instead of resolve the issueAs I phone pictures were sent that are time marked within 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 deskI 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" deskNor should we have to pay for thisWe 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 deskAs we have waited nearly months for the replacement piece, the packaging had to be thrown outAgain, a gross misrepresentation of the truthAs of yesterday, the email San Carlos sent to us gave us the option of pick up or waiting for the deskWe 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 monthsHis recourse should be to seek insurance or damages through the carrier he deals with, [redacted] who has insurance just for such issuesNot through his customer(They were also immediately called, and also very unhelpful.)Regards, [redacted]

Ms***, placed the order on our web site, and before the ordering process was finished, she acknowledged that she read, accepted & agreed to our free shipping policy, which includes her responsibility at the time of deliveryAfter she placed her order, a confirmation order notice was sent
to her clearly stated her reasonability at the time of deliveryFinally after we shipped her order we emailed her again clearly stating her responsibility at the time of deliveryWe notified her times that at the time of delivery, it’s her responsibility to inspect the palletized shipment for any damages to the outside of the package and if there were damages, to note the delivery receipt and refuse the shipmentA few days later, her husband called us notifying that they received the TV stand, but it was damagedHe told us that his wife signed and accepted the shipmentBut upon further discussions with him, it turned out that his mother in law was the person who signed and accepted the delivery receipt, not his wifeAfter emails and looking at the pictures of the damage TV stand, we both agreed that the damages to the TV stand was substantial and significant, the top front corner of the TV stand was smashed inWe contacted the freight company and they denied to hear the claim, due to the fact that the delivery receipt did not note any damages to the piece and since it was signed and accept, it was ”delivered in good condition”Something very heavy caused the TV stands’ wood top to be smashed in significantly, which indicates, that the outside cardboard had to be smashed and/or the carton would have been torn and have signs of damagesIf the package was inspected at the time of delivery as we instructed her numerous times, there would be no doubt that the top outside cardboard would have been noticedIt’s very clear that his mother in law did not inspect the shipment, nor performed due diligence, at the time of deliveryWe do not know if she was told to inspect the shipment at time of delivery, but unfortunately, a couple of minutes to inspect the package would have prevented this from becoming an issue We emailed them, that unfortunately, due to their negligence and the freight company’s denial of the claim, we are not able to replace their TV standBut we did offer to refund their full purchase amount if they ship the damage TV stand back to us, at their financial responsibility, plus we will waive the 20% return feeWe are willing to compromise our policy and hope to resolve this issueTo date they have not replied to our generous offer or returned the damage TV stand they accepted

Complaint: ***
I am rejecting this response because:On 10/31/16, we received a phone message from * *** delivery service in Jacksonville that the stand had arrived and was ready for deliveryI called them and they stated the stand had arrived on 10/Please remember that the business stated it arrived on 10/Since the stand was in Jacksonville I decided to accept itI told the delivery service that we had to contact the vendor and clear it with them and then we would schedule it with themWe called the vendor and spoke to ***She said she would clear it with the ownerWe have not heard back from the businessAt this point we don't know what to doOn 11/3, we received an email from * *** again they were holding the stand and would call to setup a delivery time and dateIf they can deliver the stand and it is not damaged, I will accept it
Regards,
*** ***

It’s unfortunately that Ms***’s husband accepted and signed for a damage desk, but we’ve try to resolve this issue with her, by overlooking our return/cancelation policy, replacing the damage piece at our expense and even willing to pick up the desk at no expense to her, but she went forward
with her dispute and this complaintFirst, let me reply to her innuendos and accusation on the damage desk they accepted and signedIn years of shipping rustic furniture throughout the country, we have never nor will we ever ship a damage pieceIn fact, unlike many other e-commerce furniture stores, we inspect every piece that is sold for damages and defects before they are packed, boxed and shipped, her desk is no exception, it was not damaged when it left our warehouseIt was damaged during transit or after the delivery was madeSecondly, yes, the price of the desk did change back to the regprice, $because we sold out of the L-shape deskWe will not put an item on sale if we are out of stock, case in point the L-shape desk she ordered.Now to the damage desk, after we were notified and saw the pictures of the damage desk, we advised them that we will ship a replacement desk at no charge to them, but we were out of stock and it will take 6-weeks to receive it from the manufacture in MexicoUnfortunately, it has taken longer than first mentioned and it will be a few more weeks to receive the deskWe’ve replied to all their emails of the fact, but they went ahead and filed a dispute with their CC CompanyWe’ve done everything we could to resolve this issue, besides a free replacement desk, offering to pick up the desk at no charge to them and refund the full purchase of the desk, all they had to do is pack and box the deskWe advised them that the freight company will not pick up any unboxed packagesUnfortunately they refused to box the desk and meet us half waySo now they have the desk and refunded the full amount of the purchase from their CC CompanyAs a retail store, we take all complaints seriously and will do everything possible to resolve issues to satisfy the customer, but when we are out of stock on an item, are hands are tied and dependent on the manufacturer in MexicoIt’s very frustrated for us as a retail store because we can’t do nothing but contact the manufacturer every week and ask again and again when they are going to finish production on the itemJust for the record, Ms*** was not present at the time of the delivery, so everything in her complaint about the delivery of the desk is hearsayYesterday we reached out to them again and explained to them we have not received the desk from Mexico and it will be a few more weeks or even months before we received the replacement desk, according to the manufacturerAgain, we gave them the option for us to pick up the desk at no expense to them, but they replied to our email, stating they will wait for the replacement deskWe issue will be resolved after we receive the desk from the manufacture and ship it out immediately afterward

Mr***’s claims is unwarranted and factually incorrect and misleading. Mr*** placed his order on Friday Sept30th and we shipped his TV stand on Monday, Oct3rd, day faster than we state on our web site, 2-days, attached is the freight company’s signed BOLMr*** lives
in Miami Florida, and what he does not mention in his dispute is that on Oct6th, hurricane Mathew was on path to hit south eastern coast, including FloridaSo all shipments to the south east coast was held up for a few days, which created a huge delay in all deliveries to the south eastern coastal statesMr*** called us a few times and we told him the delay was due to the hurricane, to be patientSo on Oct 17th, he emails us to cancel his order, which we did, and issued a refund to his CCWhen he placed his order he accepted and acknowledged that he read our cancelation and return fee, which states, all cancelation are subject to a 20% restocking fee and all freight charges are the customer’s responsibility, no exceptionsSo he should not be surprised of these feesThe sad thing about it was that *** *** was going to call him to on Oct 18th, to set up a delivery of his TV stand

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]

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]

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.

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: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]