The General Manager has agreed to offer Mr. [redacted] a $300 Gift Card for use on a future purchase. Mr. [redacted] will receive this Gift Card in the mail within 5-10 business days. I apologize for any inconvenience Mr. [redacted] may have experienced. If Mr. [redacted] has any further questions or concerns he may contact me direct.
On 10/31/15, Ms. [redacted] Purchased the 2 piece Gotham Black sectional, 3 Marseille Black Bar Stools, A 6 piece Jaden queen bedroom set, the Alsia Luxe Firm Queen Mattress, and the Jaden Chest. The merchandise was delivered to Ms. [redacted]’s residence on 12/09/15.Upon receiving Ms. [redacted]’s Better...
Business Bureau complaint I have made contact with the Store Manger where Ms. [redacted] made her purchase and has been assured that the Store Manger will be making contact with Ms. [redacted], to get her merchandise repaired.I apologize for any inconvenience Ms. [redacted] may have experienced. If Ms. [redacted] has any further questions or concerns she may contact me direct.
As a consumer I am asking for assistance and feel the company just doesnt care. Im going to go to the attorney general because something has to be done
On 04/10/2017, Ms. [redacted] purchased the Alcove 3 piece table set, the Valerie Queen Velvet bed, the 3 piece Adrian Chocolate living room set, the Valerie Floor Mirror and storage bench, the Ranger Merlot Twin Full Bunk Bed with trundle, and 1 twin Bunkie board. The merchandise was delivered...
to Ms. [redacted]’s residence on 05/18/2017, except the bunk bed was delivered on 06/29/2017.Upon receiving Ms. [redacted]’s complaint I have contacted the store Manager who has informed me Ms. [redacted] has had a successful delivery of the bunk bed on 06/29/2017. There were several issues with missing pieces of the bunk bed and Value City apologies for the errors. A full bunk bed has been delivered and Ms. [redacted] is no longer waiting on any pieces. I apologize for any inconvenience Ms. [redacted] may have experienced. If Ms. [redacted] has any further questions or concerns she may contact me direct. Sincerely,Karema H[redacted]Phone: ###-###-####Fax: ###-###-####[redacted]
I have absolutely NEVER received any calls to confirm ANY appointments for service and technicians have shown up to my home without my permission or without ANYONE being home. I have no reason to lie about these incidents it is extremely unprofessional the way things have been handled from the late delivery in which the delivery personal arrived hours after they were set to. I received a refund for the delivery (check your records) due to the careless scheduling of Value City. I need to receive a call directly to confirm the time scheduled for May 2nd not just have someone come out whenever they please. I don't like to be made out to be a dishonest consumer when I've done nothing but try to have my furniture and table repaired for an entire year.I can be reached at ###-###-####.
I reviewed the response made by the business in reference to complaint ID [redacted], and find the resolution is satisfactory to me.
Regards,
[redacted]
On 02/20/2016 Ms. [redacted] purchased the Dimora Black queen bed, dresser and nightstand from As-Is clearance section at Value City Furniture store located on 9070 Dixie-Highway Louisville, KY 40258. The Dimora Black dresser and nightstand was delivered on 03/10/2016. Upon delivery of the merchandise...
Ms. [redacted] noticed that she did not receive the Dimora Black queen bed she purchased. After receiving Ms. [redacted]’s Revdex.com complaint, the General Manager has advised that Ms. [redacted] was advised that we would order her a brand new Dimora Black queen bed for the cost Ms. [redacted] paid in the amount of $59.99 at clearance price. Ms. [redacted] was also advised that the Dimora Black queen bed is out of stock until 04/01/2016. Ms. [redacted] can anticipate delivery of her brand new Dimora Black queen bed set for 04/01/2016. I apologize for any inconvenience Ms. [redacted] may have experienced. If Ms. [redacted] has any further questions or concerns she may contact me direct. Sincerely, Kedeanna [redacted] Phone: ###-###-#### Ext: 6968# Fax: ###-###-#### [email protected]
On
December 2015 my wife and I purchase bedroom sets from value city furniture,
and set up an arrangement with value city to have the bedroom sets deliver to
our home address. In the process our painting was damaged by the mover. Here
where the problem began. I called and
informed value city furniture about the
damage to my painting, and was told they will send a manager out to inspect the
painting. The day of the appointment, I called in to value city to confirmed my appointment. I was told, that I would need to
contact the delivery company. I was given a contact name Micheal R** and a
phone number. After numerous of time trying to reach this Micheal R**, I call
into value city and express my frustration. I was told by value city furniture.
Michael R** said he been trying to reach me. I informed value city Michael R** lying
and he is not returning my calls. On 12/28/2015 Danielle D[redacted]
Michael R** manager called me and wanted me to send her picture of the damage
painting. Each time I tried to work with Danielle D[redacted] and Michael R** at
[redacted] respond they kept changing our agreement 1. Was told to seen pictures of damage
and they will pay for it 2. Pay for the painting and they would reimburse me the
money back 3. We sent you a check in the mail for the damages. 4. Call and
spoke with value city headquarter Roberta and was told value city will be
mailing out a check for damages .I would leave numerous voice messages. I keep
getting the round around by Danielle and Michael intention was never to pay for
the damages. Each time I called value city furniture they would tell me they
have nothing to do with damages and that I would need to call the delivery
company. I included attachment of a copy of an email and text messages giving proof
that I tried to work with Rapids
Valve city furniture and the delivery company do not
want to take responsibility. I personal put all the blame on value city
furniture. I hired value city to deliver my furniture not [redacted], as the
customer why should I have to keep trying to get my painting repair with an
outside contractor who value city hired to deliver my furniture.
Here
a list of individual I contacted over a period of 5 months Aurora location with
customers service, assistant manager Jennifer S[redacted], manager Craig G[redacted]
and headquarters value city Roberta, Kerry, Jeanne, and Cindy. 4300 E. 5th ave.
Columbus Ohio.
On 12/14/2015, Mr. [redacted] purchased the Arts and Crafts Dark TV stand. This merchandise was picked up by Mr. [redacted] on 12/16/2015.On 12/16/2015, Mr. [redacted] contacted Store Personnel to advise that the TV stand was damaged and needed repair. I apologize for any frustrations Mr....
[redacted] may have experienced in regards to the delivery of the exchange. After review of Mr. [redacted]’s complaint, the General Manager has authorized an exchange on 1/12/2016 at no additional cost. Mr. [redacted] will receive a call the day before with his scheduled timeframe. If Mr. [redacted] has any further questions or concerns he may contact me direct. Sincerely,Jenna C[redacted]
in reference to complaint ID [redacted], I spoke to the the business on Thursday July 2nd, I was told that I would receive a call Tuesday July 7th in the morning to schedule someone to one out to fix the table. I did not hear from anyone as of 1:00, I called and both managers were out and no one else could help me.
On 02/10/2016, Ms. [redacted] purchased two Aventura Black armless chairs, three Aventura Black Corner wedge through the AcceptanceNow program. (formerly RAC Acceptance) located in a Value City Furniture store. After receiving Ms. [redacted]’s Revdex.com complaint the General Manager has advised Ms. [redacted] returned all merchandise for a full refund on 02/29/2016. Ms. [redacted] signed her contract with AcceptanceNow; therefore, Value City Furniture will be unable to help Ms. [redacted] with her complaint. Value City Furniture has no legal right to exchange, refund or alter an AcceptanceNow contract. Ms. [redacted] will need to contact an AcceptanceNow representative. Please remove this complaint from Value City Furniture’s record and forward it to AcceptanceNow. I apologize for any inconvenience Ms. [redacted] may have experienced. If Ms. [redacted] has any further questions or concerns she may contact me direct.
I was unable to locate an invoice for Ms. [redacted] regarding her complaint. In order to investigate her complaint further, I will need additional information. Name on InvoicePhone Number on InvoiceCity and State of PurchaseInvoice NumberOnce I am able to locate the appropriate invoice,...
I will follow up with an offer of resolution. If Ms. [redacted] has any further questions or concerns she may contact me direct. Sincerely,Karema H[redacted]Phone: ###-###-####Fax: ###-###-####[redacted]
On October 01, 2014, Mr. [redacted] purchased the 6-piece St. Malo sectional from Value City Furniture in Parkersburg, WV. On March 09, 2018 Mr. [redacted] sent in pictures of the cracking and peeling of the item. Value City Furniture offered him a cash settlement of 20% of the purchase price as...
an alternate 60% in store credit for re-selection due to hime moving to Tennessee and not having a store close to home. As of today, the Value City Furniture store in Parkersburg is still in talks with Mr. [redacted] concerning details of that settlement. I will respond with more details as they become available, if needed. Sincerely, Brandy L[redacted]
I apologize for Ms. [redacted]’s continued inconvenience. The General Manager has offered a refund in the amount of $116.60 for the return of the delivery fee. Ms. [redacted] may pick up this refund check on 05/21/2015.
From: Faye Faye [mailto:[email protected]] Sent: Wednesday, March 08, 2017 8:56 AMTo: [email protected]: Karema [redacted]Subject: Comploaint ID 1198642Dear Ms. [redacted]Thank you for you assistance in this matter. I am in receipt of the response Value City dba American Signature Furniture seeking additional time. I have taken the liberty of including my recent communications with Ms. [redacted] including photos. At this point, based upon the length of time this matter has dragged on, American Signature's refusal to even allow me to file an insurance claim, statements made to the insurance company and Ms. [redacted]'s communications to me, I believe additional time will not result in a satisfactory resolution. Based upon Ms. [redacted]'s responses and the actions of American Signature, I consider this matter unresolved.This is a simple matter, their workers have stated upon their request, that the sofa has manufacturer defects. Several online sites have indicated this particular section has defects in structure and materials. I paid for a warranty which clearly includes frame damage. They have offered various reasons for refusing to honor this warranty. Therefore I believe the only option at this point is the intervention of a court action. Again, thank you for everything you and your organization have done.
On 10/09/2015, Ms. [redacted] purchased the Justine Plush full mattress set and the Winchester Ebony 6-piece full bedroom set. This merchandise is scheduled for delivery on 10/31/2015.I apologize for any frustrations Ms. [redacted] may have experienced regarding our promotions. I have confirmed...
that the General Manager has reached out to Ms. [redacted] and offered the 48 month promotion. He has advised me that Ms. [redacted]’s concerns have been addressed and she is satisfied.If Ms. [redacted] has any further questions or concerns she may contact me direct.
I responded to this claim several months ago and have not heard...
anything back. The last response I received Value City had requested pictures. I responded and said that there are already pictures on file with Value City. I have not heard anything since. I am still seeking resolution in this matter. Please advise.
[redacted] complaint against our Company arises out of a unilateral, typographical mistake. Specifically, on June 7, 2017, a 5-piece patio set was published on our website. The true value of the 5-piece set is $2,209.95. However, due to a typographical error, it was listed as...
$209.95. This product is not in our stores or warehouses but direct-ships from our vendor to the customer.On June 8, 2017, within roughly two hours, 184 online orders were placed for the 5-piece patio set. Due to the high frequency of orders placed within such a short period of time, the product was flagged for review. Upon discovering the pricing error without our system, we immediately removed the product from our website to prevent the issue’s growth. Both before and after discovering the pricing error, the product was not listed in any physical or digital promotions or advertisements, was never placed in a physical showroom and no materials were printed with the pricing error. Of the 184 orders placed on our website, no product was delivered to a customer.In response to the pricing error, the Company’s Customer Care team immediately contacted all of the involved customers. We gave each customer (1) a full refund, if their accounts were charged, (2) the option to purchase the 5-piece patio set at a 25% discounted price, and (3) redirected them to our policies on pricing errors. By June 16th, 90% of the involved customers accepted our offer for a full refund. The remaining customers demanded that we honor the incorrect price despite (1) that their accounts were completely refunded, (2) they received an option to purchase the product at a discounted price, and (3) our clearly stated policies on pricing errors.Our policies clearly explain to customers that “we expressly reserve the right not to honor pricing errors on [our] website when accepting an order online.” Thus, our actions of fully refunding the customers and offering the product at a discount were clearly within policy. On our website, our policies on pricing errors are listed in both the Terms and Conditions and the Frequently Asked Questions (FAQs”). The “Pricing and Other Errors” section of our T&Cs state, While we strive for accuracy in the pricing displayed on this website and the other product information we provide, errors can occur.In cases where such errors do occur, we expressly reserve the right not to honor pricing errors on this website when accepting an order online. In the case where an order placed online contains a pricing error, you will be contacted and the order will be cancelled. Any payments that have been authorized for that order will immediately be reversed. Should you discover an error once your order is delivered, your sole recourse is to return your order in accordance with our return policy. The “Pricing and Payments” section of our FAQs also directly address the issue of pricing errors. Specifically, in response to the FAQ, “Are the prices in my Shopping Cart guaranteed?” our site states:Please note, we reserve the right not to accept your order in the case of a pricing error or other technical issue. In the rare instance that your order is not accepted, you will be notified immediately and your card will not be charged. These policies are made available to our customers before, during, and after they place an order. While we recognize the inconvenience of having an online order revoked, none of the involved customers visited our physical stores to purchase the product, no product was ever delivered, and each customer received a full refund and the option to purchase the product at a discounted price. In direct response to our unilateral, typographical mistake, we took quick action to prevent the issue from growing and immediately reached out to the involved customers. Thus, no customer was actually injured and our actions were completely within policy and the applicable law. Sincerely,Karema H[redacted]Phone: ###-###-####Fax: ###-###-####[redacted]
I have received my refund, and the furniture has been returned to the retailer. No further assistance is needed. Thank you,
I reviewed the response made by the business in reference to complaint ID [redacted], and find the resolution is satisfactory to me.
The General Manager has agreed to offer Mr. [redacted] a $300 Gift Card for use on a future purchase. Mr. [redacted] will receive this Gift Card in the mail within 5-10 business days. I apologize for any inconvenience Mr. [redacted] may have experienced. If Mr. [redacted] has any further questions or concerns he may contact me direct.
On 10/31/15, Ms. [redacted] Purchased the 2 piece Gotham Black sectional, 3 Marseille Black Bar Stools, A 6 piece Jaden queen bedroom set, the Alsia Luxe Firm Queen Mattress, and the Jaden Chest. The merchandise was delivered to Ms. [redacted]’s residence on 12/09/15.Upon receiving Ms. [redacted]’s Better...
Business Bureau complaint I have made contact with the Store Manger where Ms. [redacted] made her purchase and has been assured that the Store Manger will be making contact with Ms. [redacted], to get her merchandise repaired.I apologize for any inconvenience Ms. [redacted] may have experienced. If Ms. [redacted] has any further questions or concerns she may contact me direct.
As a consumer I am asking for assistance and feel the company just doesnt care. Im going to go to the attorney general because something has to be done
On 04/10/2017, Ms. [redacted] purchased the Alcove 3 piece table set, the Valerie Queen Velvet bed, the 3 piece Adrian Chocolate living room set, the Valerie Floor Mirror and storage bench, the Ranger Merlot Twin Full Bunk Bed with trundle, and 1 twin Bunkie board. The merchandise was delivered...
to Ms. [redacted]’s residence on 05/18/2017, except the bunk bed was delivered on 06/29/2017.Upon receiving Ms. [redacted]’s complaint I have contacted the store Manager who has informed me Ms. [redacted] has had a successful delivery of the bunk bed on 06/29/2017. There were several issues with missing pieces of the bunk bed and Value City apologies for the errors. A full bunk bed has been delivered and Ms. [redacted] is no longer waiting on any pieces. I apologize for any inconvenience Ms. [redacted] may have experienced. If Ms. [redacted] has any further questions or concerns she may contact me direct. Sincerely,Karema H[redacted]Phone: ###-###-####Fax: ###-###-####[redacted]
I have absolutely NEVER received any calls to confirm ANY appointments for service and technicians have shown up to my home without my permission or without ANYONE being home. I have no reason to lie about these incidents it is extremely unprofessional the way things have been handled from the late delivery in which the delivery personal arrived hours after they were set to. I received a refund for the delivery (check your records) due to the careless scheduling of Value City. I need to receive a call directly to confirm the time scheduled for May 2nd not just have someone come out whenever they please. I don't like to be made out to be a dishonest consumer when I've done nothing but try to have my furniture and table repaired for an entire year.I can be reached at ###-###-####.
I reviewed the response made by the business in reference to complaint ID [redacted], and find the resolution is satisfactory to me.
Regards,
[redacted]
On 02/20/2016 Ms. [redacted] purchased the Dimora Black queen bed, dresser and nightstand from As-Is clearance section at Value City Furniture store located on 9070 Dixie-Highway Louisville, KY 40258. The Dimora Black dresser and nightstand was delivered on 03/10/2016. Upon delivery of the merchandise...
Ms. [redacted] noticed that she did not receive the Dimora Black queen bed she purchased. After receiving Ms. [redacted]’s Revdex.com complaint, the General Manager has advised that Ms. [redacted] was advised that we would order her a brand new Dimora Black queen bed for the cost Ms. [redacted] paid in the amount of $59.99 at clearance price. Ms. [redacted] was also advised that the Dimora Black queen bed is out of stock until 04/01/2016. Ms. [redacted] can anticipate delivery of her brand new Dimora Black queen bed set for 04/01/2016. I apologize for any inconvenience Ms. [redacted] may have experienced. If Ms. [redacted] has any further questions or concerns she may contact me direct. Sincerely, Kedeanna [redacted] Phone: ###-###-#### Ext: 6968# Fax: ###-###-#### [email protected]
On
December 2015 my wife and I purchase bedroom sets from value city furniture,
and set up an arrangement with value city to have the bedroom sets deliver to
our home address. In the process our painting was damaged by the mover. Here
where the problem began. I called and
informed value city furniture about the
damage to my painting, and was told they will send a manager out to inspect the
painting. The day of the appointment, I called in to value city to confirmed my appointment. I was told, that I would need to
contact the delivery company. I was given a contact name Micheal R** and a
phone number. After numerous of time trying to reach this Micheal R**, I call
into value city and express my frustration. I was told by value city furniture.
Michael R** said he been trying to reach me. I informed value city Michael R** lying
and he is not returning my calls. On 12/28/2015 Danielle D[redacted]
Michael R** manager called me and wanted me to send her picture of the damage
painting. Each time I tried to work with Danielle D[redacted] and Michael R** at
[redacted] respond they kept changing our agreement 1. Was told to seen pictures of damage
and they will pay for it 2. Pay for the painting and they would reimburse me the
money back 3. We sent you a check in the mail for the damages. 4. Call and
spoke with value city headquarter Roberta and was told value city will be
mailing out a check for damages .I would leave numerous voice messages. I keep
getting the round around by Danielle and Michael intention was never to pay for
the damages. Each time I called value city furniture they would tell me they
have nothing to do with damages and that I would need to call the delivery
company. I included attachment of a copy of an email and text messages giving proof
that I tried to work with Rapids
Valve city furniture and the delivery company do not
want to take responsibility. I personal put all the blame on value city
furniture. I hired value city to deliver my furniture not [redacted], as the
customer why should I have to keep trying to get my painting repair with an
outside contractor who value city hired to deliver my furniture.
Here
a list of individual I contacted over a period of 5 months Aurora location with
customers service, assistant manager Jennifer S[redacted], manager Craig G[redacted]
and headquarters value city Roberta, Kerry, Jeanne, and Cindy. 4300 E. 5th ave.
Columbus Ohio.
On 12/14/2015, Mr. [redacted] purchased the Arts and Crafts Dark TV stand. This merchandise was picked up by Mr. [redacted] on 12/16/2015.On 12/16/2015, Mr. [redacted] contacted Store Personnel to advise that the TV stand was damaged and needed repair. I apologize for any frustrations Mr....
[redacted] may have experienced in regards to the delivery of the exchange. After review of Mr. [redacted]’s complaint, the General Manager has authorized an exchange on 1/12/2016 at no additional cost. Mr. [redacted] will receive a call the day before with his scheduled timeframe. If Mr. [redacted] has any further questions or concerns he may contact me direct. Sincerely,Jenna C[redacted]
I reviewed the response made by the business...
in reference to complaint ID [redacted], I spoke to the the business on Thursday July 2nd, I was told that I would receive a call Tuesday July 7th in the morning to schedule someone to one out to fix the table. I did not hear from anyone as of 1:00, I called and both managers were out and no one else could help me.
On 02/10/2016, Ms. [redacted] purchased two Aventura Black armless chairs, three Aventura Black Corner wedge through the AcceptanceNow program. (formerly RAC Acceptance) located in a Value City Furniture store. After receiving Ms. [redacted]’s Revdex.com complaint the General Manager has advised Ms. [redacted] returned all merchandise for a full refund on 02/29/2016. Ms. [redacted] signed her contract with AcceptanceNow; therefore, Value City Furniture will be unable to help Ms. [redacted] with her complaint. Value City Furniture has no legal right to exchange, refund or alter an AcceptanceNow contract. Ms. [redacted] will need to contact an AcceptanceNow representative. Please remove this complaint from Value City Furniture’s record and forward it to AcceptanceNow. I apologize for any inconvenience Ms. [redacted] may have experienced. If Ms. [redacted] has any further questions or concerns she may contact me direct.
I was unable to locate an invoice for Ms. [redacted] regarding her complaint. In order to investigate her complaint further, I will need additional information. Name on InvoicePhone Number on InvoiceCity and State of PurchaseInvoice NumberOnce I am able to locate the appropriate invoice,...
I will follow up with an offer of resolution. If Ms. [redacted] has any further questions or concerns she may contact me direct. Sincerely,Karema H[redacted]Phone: ###-###-####Fax: ###-###-####[redacted]
On October 01, 2014, Mr. [redacted] purchased the 6-piece St. Malo sectional from Value City Furniture in Parkersburg, WV. On March 09, 2018 Mr. [redacted] sent in pictures of the cracking and peeling of the item. Value City Furniture offered him a cash settlement of 20% of the purchase price as...
an alternate 60% in store credit for re-selection due to hime moving to Tennessee and not having a store close to home. As of today, the Value City Furniture store in Parkersburg is still in talks with Mr. [redacted] concerning details of that settlement. I will respond with more details as they become available, if needed. Sincerely, Brandy L[redacted]
I apologize for Ms. [redacted]’s continued inconvenience. The General Manager has offered a refund in the amount of $116.60 for the return of the delivery fee. Ms. [redacted] may pick up this refund check on 05/21/2015.
From: Faye Faye [mailto:[email protected]] Sent: Wednesday, March 08, 2017 8:56 AMTo: [email protected]: Karema [redacted]Subject: Comploaint ID 1198642Dear Ms. [redacted]Thank you for you assistance in this matter. I am in receipt of the response Value City dba American Signature Furniture seeking additional time. I have taken the liberty of including my recent communications with Ms. [redacted] including photos. At this point, based upon the length of time this matter has dragged on, American Signature's refusal to even allow me to file an insurance claim, statements made to the insurance company and Ms. [redacted]'s communications to me, I believe additional time will not result in a satisfactory resolution. Based upon Ms. [redacted]'s responses and the actions of American Signature, I consider this matter unresolved.This is a simple matter, their workers have stated upon their request, that the sofa has manufacturer defects. Several online sites have indicated this particular section has defects in structure and materials. I paid for a warranty which clearly includes frame damage. They have offered various reasons for refusing to honor this warranty. Therefore I believe the only option at this point is the intervention of a court action. Again, thank you for everything you and your organization have done.
On 10/09/2015, Ms. [redacted] purchased the Justine Plush full mattress set and the Winchester Ebony 6-piece full bedroom set. This merchandise is scheduled for delivery on 10/31/2015.I apologize for any frustrations Ms. [redacted] may have experienced regarding our promotions. I have confirmed...
that the General Manager has reached out to Ms. [redacted] and offered the 48 month promotion. He has advised me that Ms. [redacted]’s concerns have been addressed and she is satisfied.If Ms. [redacted] has any further questions or concerns she may contact me direct.
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
I responded to this claim several months ago and have not heard...
anything back. The last response I received Value City had requested pictures. I responded and said that there are already pictures on file with Value City. I have not heard anything since. I am still seeking resolution in this matter. Please advise.
[redacted] complaint against our Company arises out of a unilateral, typographical mistake. Specifically, on June 7, 2017, a 5-piece patio set was published on our website. The true value of the 5-piece set is $2,209.95. However, due to a typographical error, it was listed as...
$209.95. This product is not in our stores or warehouses but direct-ships from our vendor to the customer.On June 8, 2017, within roughly two hours, 184 online orders were placed for the 5-piece patio set. Due to the high frequency of orders placed within such a short period of time, the product was flagged for review. Upon discovering the pricing error without our system, we immediately removed the product from our website to prevent the issue’s growth. Both before and after discovering the pricing error, the product was not listed in any physical or digital promotions or advertisements, was never placed in a physical showroom and no materials were printed with the pricing error. Of the 184 orders placed on our website, no product was delivered to a customer.In response to the pricing error, the Company’s Customer Care team immediately contacted all of the involved customers. We gave each customer (1) a full refund, if their accounts were charged, (2) the option to purchase the 5-piece patio set at a 25% discounted price, and (3) redirected them to our policies on pricing errors. By June 16th, 90% of the involved customers accepted our offer for a full refund. The remaining customers demanded that we honor the incorrect price despite (1) that their accounts were completely refunded, (2) they received an option to purchase the product at a discounted price, and (3) our clearly stated policies on pricing errors.Our policies clearly explain to customers that “we expressly reserve the right not to honor pricing errors on [our] website when accepting an order online.” Thus, our actions of fully refunding the customers and offering the product at a discount were clearly within policy. On our website, our policies on pricing errors are listed in both the Terms and Conditions and the Frequently Asked Questions (FAQs”). The “Pricing and Other Errors” section of our T&Cs state, While we strive for accuracy in the pricing displayed on this website and the other product information we provide, errors can occur.In cases where such errors do occur, we expressly reserve the right not to honor pricing errors on this website when accepting an order online. In the case where an order placed online contains a pricing error, you will be contacted and the order will be cancelled. Any payments that have been authorized for that order will immediately be reversed. Should you discover an error once your order is delivered, your sole recourse is to return your order in accordance with our return policy. The “Pricing and Payments” section of our FAQs also directly address the issue of pricing errors. Specifically, in response to the FAQ, “Are the prices in my Shopping Cart guaranteed?” our site states:Please note, we reserve the right not to accept your order in the case of a pricing error or other technical issue. In the rare instance that your order is not accepted, you will be notified immediately and your card will not be charged. These policies are made available to our customers before, during, and after they place an order. While we recognize the inconvenience of having an online order revoked, none of the involved customers visited our physical stores to purchase the product, no product was ever delivered, and each customer received a full refund and the option to purchase the product at a discounted price. In direct response to our unilateral, typographical mistake, we took quick action to prevent the issue from growing and immediately reached out to the involved customers. Thus, no customer was actually injured and our actions were completely within policy and the applicable law. Sincerely,Karema H[redacted]Phone: ###-###-####Fax: ###-###-####[redacted]
I have received my refund, and the furniture has been returned to the retailer. No further assistance is needed. Thank you,
I reviewed the response made by the business in reference to complaint ID [redacted], and find the resolution is satisfactory to me.