Complaint: [redacted] I am rejecting this response because: My client and I fully understand that Sonno was misquoted a lead-time on the orderWe do still however expect a refund because my client does not want to wait 4-months for her dresser and nightstandsThe lead time was critical from the beginning of the project and she wanted the furniture by the time she moved inWe could understand a couple of weeks difference in what we were quoted, but 4-months is extreme! [redacted] told me that they get cancelled orders all the time when people find out the lead times, because obviously this time constraint doesn't work for every projectThe store credit also does not work for my client because we have already looked through Sonno's furniture lines before purchasing these pieces and did not see anything that we would want to purchase, nor do we want to continue to do business with a showroom that doesn't value it's customersI have never seen this policy shown anywhere at the showroom, and it is also not printed on our our estimates and invoices for the merchandise (which I have attached)I also have learned from my designer peers that they have ordered merchandise from Sonno in the past, received the merchandise, the client changed their mind, and then returned it no problem and was given a prompt refundIn this case, we have paid for merchandise that we haven't even received and we are still not able to be refunded for a reason that isn't quite clearIt is discomforting to learn of these discrepancies in Sonno's return policyAs I mentioned before, my client visited the showroom on her own accord to try and work out a solution with the owner as would be expected since it is her moneyInstead of working with the client on a solution, the owner screamed at her and left the showroom, leaving no resolveI am just trying to do the right thing for my client and pursue her wishes, which is to be refunded for the merchandise that we don't even have The comments from Sonno regarding my lack of professionalism and reputation are clearly uncalled for as I am acting on behalf of my client's wishes and wellbeingI really don't understand the owner's reasoning behind the refusal to refundIn my experience, vendors are HAPPY to help their customers however they can, especially in an unfortunate situation like this, where it was the fault of their showroom and their vendorsYes, they were misquoted, but that still doesn't explain why we can't just get our money back and move on Regards, [redacted] ***
[redacted] ,I emailed you the attached email yesterday Yesterday was the first time I had heard from you and am surprised that you went to the trouble of filing a complaint without giving me time to respond to you I had Sonno for years and am closing my doors unexpectedly do to a family crisis I have been working for the past three weeks on taking care of clients outstanding orders and giving refunds when needed As I mentioned in the attached email that I sent you yesterday, I will be sending you a refund for the bed via cashiers check It actually went out today, and you should have it no later than Thursday I apologize that you got caught up in my unfortunate situation, and want you to know that your money was not stolen I also want you to know that a refund was given to you when we told you that we would [redacted]
September 18, Sonno Domestic Living, Inc Burnet RdSte200L Austin, TX 512-452-phone [redacted] To Whom It May Concern: This situation with [redacted] is very unfortunate for her She did place an order in my showroom for three pieces of furniture and was given a lead time of 6-weeks My staff gave her this information after we acquired it from our manufacturer [redacted] [redacted] informed us weeks after the order was placed that the 6-week lead time was due to a manufacturing defect in the product The representative from [redacted] , [redacted] called [redacted] to inform her of misinformation that was given to my staff as an effort to smooth the situation over From the very beginning [redacted] has been very short sighted, confrontational, and unwilling to work towards a solution other than wanting her money back As a small business owner we are not able to provide cash refunds We offer showroom credit on orders that are not acceptable to clients, and in some cases returns with 35% restocking fees This has been our policy for the twelve years we have been in business We have signs that state our policy in our showroom and on our invoices [redacted] has been offered two reasonable solutions for her situation, and she will not work with either option The first option is to wait for her furniture that she ordered that is estimated to arrive in the middle to end of January The second option is a showroom credit for the entire amount of the sale that she could apply to anything we offer Sonno Domestic Living has many vendors and products for her to choose from This credit could also be used for any of her future jobs and clients [redacted] reaction to this situation has been very unprofessional and short sighted She went so far as to send her client in unannounced to berate me in front of my other clients She has threatened the reputation of my business, and built up a conspiracy theory in her mind instead of being professional and working towards an amicable solution [redacted] needs to think about her own professional reputation and the future of her business, instead of trying to harm mine Sincerely, [redacted] President
I refunded this client her money and have the documentation to prove it I have a cashiers check stub and credit card transaction showing that I refunded it [redacted]
Complaint: [redacted] I am rejecting this response because: She has not refunded my money that was owed to me via credit card and I have asked her repeatedly for the cc receipt showing it was given back and she has never done soI have contacted my cc company to file dispute since she never refunded my moneyThe last response I received from her was she was going to look up the cc receipt that it was refunded but it was in a bunch of boxes that she had to find it since her business is no longerI emailed her this week again asking for that cc receipt and she never respondedIf she has proof than she needs to submit itBut she doesnt have the receipt since she never refunded the amount for the dresser and I am still owed $ Regards, [redacted]
** *** is failing to understand the nature of our business relationship. My business is NOT with her client, but with *** *** *** *** If *** *** client does not want to wait for her furniture order then that is between *** *** and her client *** *** is free to operate her business anyway she chooses too, and needs to remember that I operate my business with industry standard policies to protect my business and my staff.
Again I would like to mention that the whole situation is unfortunate and that we are willing to work with herShe has worked in the interior design industry for a while and knows that fabric and furniture showrooms have a standard policy of “All Sales are Final”. *** *** also is aware that it is standard that custom products have lead times, and this was completely clear when she placed her orders with Sonno Domestic Living, Inc We have provided *** ***’s with two options: Option is to wait for the product to come in with the longer lead time Option is to take a showroom credit that she could apply towards any of her future design business
*** *** should have no problem either placing the custom products she ordered in one of her projects, or using her credit towards another client. Again, we are willing to work with her, but she is inflexible in her request or to resolve this amicably
Sincerely,
*** ***
From: *** *** [mailto:***@gmail.com] Sent: Friday, May 01, 5:PMTo: infoSubject: Re: Revdex.com - You have a New Message from Revdex.com Regarding Complaint #*** *** complaint This needs to be opened, The business still has not refunded my money and I am still disputing this with herPlease reopen my fileThanks *** ***
Complaint: [redacted]
I am rejecting this response because:
It is ABSOLUTELY NOT true that this is a standard return policy in the industry, especially for non-custom merchandise. The owner's reaction and professionalism in this situation is APPALLING to me and every design professional I know in this industry. I have never experienced or even heard of this type of reaction from a business owner in this situation and neither has anyone else that I know of!
I find it very interesting that the owner refuses to address the fact that her policy is not printed on her estimates and invoices for the sale as well as the discrepancies with the policy regarding her "pick and choose" attitude towards whom she decides to refund.
As we can see by the owner's responses, she is unwilling to find a resolution that is satisfactory to her customer. Because of this, I have decided to close the case with the Revdex.com.
Complaint: [redacted]
I am rejecting this response because:
My client and I fully understand that Sonno was misquoted a lead-time on the order. We do still however expect a refund because my client does not want to wait 4-5 months for her dresser and nightstands. The lead time was critical from the beginning of the project and she wanted the furniture by the time she moved in. We could understand a couple of weeks difference in what we were quoted, but 4-5 months is extreme! [redacted] told me that they get cancelled orders all the time when people find out the lead times, because obviously this time constraint doesn't work for every project. The store credit also does not work for my client because we have already looked through Sonno's furniture lines before purchasing these pieces and did not see anything that we would want to purchase, nor do we want to continue to do business with a showroom that doesn't value it's customers. I have never seen this policy shown anywhere at the showroom, and it is also not printed on our our estimates and invoices for the merchandise (which I have attached). I also have learned from my designer peers that they have ordered merchandise from Sonno in the past, received the merchandise, the client changed their mind, and then returned it no problem and was given a prompt refund. In this case, we have paid for merchandise that we haven't even received and we are still not able to be refunded for a reason that isn't quite clear. It is discomforting to learn of these discrepancies in Sonno's return policy. As I mentioned before, my client visited the showroom on her own accord to try and work out a solution with the owner as would be expected since it is her money. Instead of working with the client on a solution, the owner screamed at her and left the showroom, leaving no resolve. I am just trying to do the right thing for my client and pursue her wishes, which is to be refunded for the merchandise that we don't even have.
The comments from Sonno regarding my lack of professionalism and reputation are clearly uncalled for as I am acting on behalf of my client's wishes and wellbeing. I really don't understand the owner's reasoning behind the refusal to refund. In my experience, vendors are HAPPY to help their customers however they can, especially in an unfortunate situation like this, where it was the fault of their showroom and their vendors. Yes, they were misquoted, but that still doesn't explain why we can't just get our money back and move on.
Regards,
[redacted]
I refunded this client her money and have the documentation to prove it. I have a cashiers check stub and credit card transaction showing that I refunded it. [redacted]
September 18, 2014
Sonno Domestic Living, Inc.
7301 Burnet Rd. Ste. 200L
Austin, TX 78757
512-452-4005 phone
[redacted]
[redacted]
To Whom It May Concern:
This situation with [redacted] is very...
unfortunate for her. She did place an order in my showroom for three pieces of furniture and was given a lead time of 6-8 weeks. My staff gave her this information after we acquired it from our manufacturer [redacted]. [redacted] informed us 2 weeks after the order was placed that the 6-8 week lead time was false due to a manufacturing defect in the product. The representative from [redacted], [redacted] called [redacted] to inform her of misinformation that was given to my staff as an effort to smooth the situation over.
From the very beginning [redacted] has been very short sighted, confrontational, and unwilling to work towards a solution other than wanting her money back. As a small business owner we are not able to provide cash refunds. We offer showroom credit on orders that are not acceptable to clients, and in some cases returns with 35% restocking fees. This has been our policy for the twelve years we have been in business. We have signs that state our policy in our showroom and on our invoices.
[redacted] has been offered two reasonable solutions for her situation, and she will not work with either option. The first option is to wait for her furniture that she ordered that is estimated to arrive in the middle to end of January. The second option is a showroom credit for the entire amount of the sale that she could apply to anything we offer.
Sonno Domestic Living has many vendors and products for her to choose from. This credit could also be used for any of her future jobs and clients. [redacted] reaction to this situation has been very unprofessional and short sighted. She went so far as to send her client in unannounced to berate me in front of my other clients. She has threatened the reputation of my business, and built up a conspiracy theory in her mind instead of being professional and working towards an amicable solution. [redacted] needs to think about her own professional reputation and the future of her business, instead of trying to harm mine.
Complaint: [redacted]
I am rejecting this response because: She has not refunded my money that was owed to me via credit card and I have asked her repeatedly for the cc receipt showing it was given back and she has never done so. I have contacted my cc company to file dispute since she never refunded my money. The last response I received from her was she was going to look up the cc receipt that it was refunded but it was in a bunch of boxes that she had to find it since her business is no longer. I emailed her this week again asking for that cc receipt and she never responded. If she has proof than she needs to submit it. But she doesnt have the receipt since she never refunded the amount for the dresser and I am still owed $2245.95
Regards,
[redacted]
[redacted],I emailed you the attached email yesterday. Yesterday was the first time I had heard from you and am surprised that you went to the trouble of filing a complaint without giving me time to respond to you. I had Sonno for 12 years and am closing my doors unexpectedly do...
to a family crisis. I have been working for the past three weeks on taking care of clients outstanding orders and giving refunds when needed. As I mentioned in the attached email that I sent you yesterday, I will be sending you a refund for the bed via cashiers check. It actually went out today, and you should have it no later than Thursday. I apologize that you got caught up in my unfortunate situation, and want you to know that your money was not stolen. I also want you to know that a refund was given to you when we told you that we would. [redacted]
Complaint: [redacted] I am rejecting this response because: My client and I fully understand that Sonno was misquoted a lead-time on the orderWe do still however expect a refund because my client does not want to wait 4-months for her dresser and nightstandsThe lead time was critical from the beginning of the project and she wanted the furniture by the time she moved inWe could understand a couple of weeks difference in what we were quoted, but 4-months is extreme! [redacted] told me that they get cancelled orders all the time when people find out the lead times, because obviously this time constraint doesn't work for every projectThe store credit also does not work for my client because we have already looked through Sonno's furniture lines before purchasing these pieces and did not see anything that we would want to purchase, nor do we want to continue to do business with a showroom that doesn't value it's customersI have never seen this policy shown anywhere at the showroom, and it is also not printed on our our estimates and invoices for the merchandise (which I have attached)I also have learned from my designer peers that they have ordered merchandise from Sonno in the past, received the merchandise, the client changed their mind, and then returned it no problem and was given a prompt refundIn this case, we have paid for merchandise that we haven't even received and we are still not able to be refunded for a reason that isn't quite clearIt is discomforting to learn of these discrepancies in Sonno's return policyAs I mentioned before, my client visited the showroom on her own accord to try and work out a solution with the owner as would be expected since it is her moneyInstead of working with the client on a solution, the owner screamed at her and left the showroom, leaving no resolveI am just trying to do the right thing for my client and pursue her wishes, which is to be refunded for the merchandise that we don't even have The comments from Sonno regarding my lack of professionalism and reputation are clearly uncalled for as I am acting on behalf of my client's wishes and wellbeingI really don't understand the owner's reasoning behind the refusal to refundIn my experience, vendors are HAPPY to help their customers however they can, especially in an unfortunate situation like this, where it was the fault of their showroom and their vendorsYes, they were misquoted, but that still doesn't explain why we can't just get our money back and move on Regards, [redacted] ***
[redacted] ,I emailed you the attached email yesterday Yesterday was the first time I had heard from you and am surprised that you went to the trouble of filing a complaint without giving me time to respond to you I had Sonno for years and am closing my doors unexpectedly do to a family crisis I have been working for the past three weeks on taking care of clients outstanding orders and giving refunds when needed As I mentioned in the attached email that I sent you yesterday, I will be sending you a refund for the bed via cashiers check It actually went out today, and you should have it no later than Thursday I apologize that you got caught up in my unfortunate situation, and want you to know that your money was not stolen I also want you to know that a refund was given to you when we told you that we would [redacted]
September 18, Sonno Domestic Living, Inc Burnet RdSte200L Austin, TX 512-452-phone [redacted] To Whom It May Concern: This situation with [redacted] is very unfortunate for her She did place an order in my showroom for three pieces of furniture and was given a lead time of 6-weeks My staff gave her this information after we acquired it from our manufacturer [redacted] [redacted] informed us weeks after the order was placed that the 6-week lead time was due to a manufacturing defect in the product The representative from [redacted] , [redacted] called [redacted] to inform her of misinformation that was given to my staff as an effort to smooth the situation over From the very beginning [redacted] has been very short sighted, confrontational, and unwilling to work towards a solution other than wanting her money back As a small business owner we are not able to provide cash refunds We offer showroom credit on orders that are not acceptable to clients, and in some cases returns with 35% restocking fees This has been our policy for the twelve years we have been in business We have signs that state our policy in our showroom and on our invoices [redacted] has been offered two reasonable solutions for her situation, and she will not work with either option The first option is to wait for her furniture that she ordered that is estimated to arrive in the middle to end of January The second option is a showroom credit for the entire amount of the sale that she could apply to anything we offer Sonno Domestic Living has many vendors and products for her to choose from This credit could also be used for any of her future jobs and clients [redacted] reaction to this situation has been very unprofessional and short sighted She went so far as to send her client in unannounced to berate me in front of my other clients She has threatened the reputation of my business, and built up a conspiracy theory in her mind instead of being professional and working towards an amicable solution [redacted] needs to think about her own professional reputation and the future of her business, instead of trying to harm mine Sincerely, [redacted] President
I refunded this client her money and have the documentation to prove it I have a cashiers check stub and credit card transaction showing that I refunded it [redacted]
Complaint: [redacted] I am rejecting this response because: She has not refunded my money that was owed to me via credit card and I have asked her repeatedly for the cc receipt showing it was given back and she has never done soI have contacted my cc company to file dispute since she never refunded my moneyThe last response I received from her was she was going to look up the cc receipt that it was refunded but it was in a bunch of boxes that she had to find it since her business is no longerI emailed her this week again asking for that cc receipt and she never respondedIf she has proof than she needs to submit itBut she doesnt have the receipt since she never refunded the amount for the dresser and I am still owed $ Regards, [redacted]
** *** is failing to understand the nature of our business relationship. My business is NOT with her client, but with *** *** *** *** If *** *** client does not want to wait for her furniture order then that is between *** *** and her client *** *** is free to operate her business anyway she chooses too, and needs to remember that I operate my business with industry standard policies to protect my business and my staff.
Again I would like to mention that the whole situation is unfortunate and that we are willing to work with herShe has worked in the interior design industry for a while and knows that fabric and furniture showrooms have a standard policy of “All Sales are Final”. *** *** also is aware that it is standard that custom products have lead times, and this was completely clear when she placed her orders with Sonno Domestic Living, Inc We have provided *** ***’s with two options: Option is to wait for the product to come in with the longer lead time Option is to take a showroom credit that she could apply towards any of her future design business
*** *** should have no problem either placing the custom products she ordered in one of her projects, or using her credit towards another client. Again, we are willing to work with her, but she is inflexible in her request or to resolve this amicably
Sincerely,
*** ***
From: *** *** [mailto:***@gmail.com] Sent: Friday, May 01, 5:PMTo: infoSubject: Re: Revdex.com - You have a New Message from Revdex.com Regarding Complaint #*** *** complaint This needs to be opened, The business still has not refunded my money and I am still disputing this with herPlease reopen my fileThanks *** ***
Complaint: [redacted]
I am rejecting this response because:
It is ABSOLUTELY NOT true that this is a standard return policy in the industry, especially for non-custom merchandise. The owner's reaction and professionalism in this situation is APPALLING to me and every design professional I know in this industry. I have never experienced or even heard of this type of reaction from a business owner in this situation and neither has anyone else that I know of!
I find it very interesting that the owner refuses to address the fact that her policy is not printed on her estimates and invoices for the sale as well as the discrepancies with the policy regarding her "pick and choose" attitude towards whom she decides to refund.
As we can see by the owner's responses, she is unwilling to find a resolution that is satisfactory to her customer. Because of this, I have decided to close the case with the Revdex.com.
Regards,
[redacted]
Complaint: [redacted]
I am rejecting this response because:
My client and I fully understand that Sonno was misquoted a lead-time on the order. We do still however expect a refund because my client does not want to wait 4-5 months for her dresser and nightstands. The lead time was critical from the beginning of the project and she wanted the furniture by the time she moved in. We could understand a couple of weeks difference in what we were quoted, but 4-5 months is extreme! [redacted] told me that they get cancelled orders all the time when people find out the lead times, because obviously this time constraint doesn't work for every project. The store credit also does not work for my client because we have already looked through Sonno's furniture lines before purchasing these pieces and did not see anything that we would want to purchase, nor do we want to continue to do business with a showroom that doesn't value it's customers. I have never seen this policy shown anywhere at the showroom, and it is also not printed on our our estimates and invoices for the merchandise (which I have attached). I also have learned from my designer peers that they have ordered merchandise from Sonno in the past, received the merchandise, the client changed their mind, and then returned it no problem and was given a prompt refund. In this case, we have paid for merchandise that we haven't even received and we are still not able to be refunded for a reason that isn't quite clear. It is discomforting to learn of these discrepancies in Sonno's return policy. As I mentioned before, my client visited the showroom on her own accord to try and work out a solution with the owner as would be expected since it is her money. Instead of working with the client on a solution, the owner screamed at her and left the showroom, leaving no resolve. I am just trying to do the right thing for my client and pursue her wishes, which is to be refunded for the merchandise that we don't even have.
The comments from Sonno regarding my lack of professionalism and reputation are clearly uncalled for as I am acting on behalf of my client's wishes and wellbeing. I really don't understand the owner's reasoning behind the refusal to refund. In my experience, vendors are HAPPY to help their customers however they can, especially in an unfortunate situation like this, where it was the fault of their showroom and their vendors. Yes, they were misquoted, but that still doesn't explain why we can't just get our money back and move on.
Regards,
[redacted]
I refunded this client her money and have the documentation to prove it. I have a cashiers check stub and credit card transaction showing that I refunded it. [redacted]
September 18, 2014
Sonno Domestic Living, Inc.
7301 Burnet Rd. Ste. 200L
Austin, TX 78757
512-452-4005 phone
[redacted]
[redacted]
To Whom It May Concern:
This situation with [redacted] is very...
unfortunate for her. She did place an order in my showroom for three pieces of furniture and was given a lead time of 6-8 weeks. My staff gave her this information after we acquired it from our manufacturer [redacted]. [redacted] informed us 2 weeks after the order was placed that the 6-8 week lead time was false due to a manufacturing defect in the product. The representative from [redacted], [redacted] called [redacted] to inform her of misinformation that was given to my staff as an effort to smooth the situation over.
From the very beginning [redacted] has been very short sighted, confrontational, and unwilling to work towards a solution other than wanting her money back. As a small business owner we are not able to provide cash refunds. We offer showroom credit on orders that are not acceptable to clients, and in some cases returns with 35% restocking fees. This has been our policy for the twelve years we have been in business. We have signs that state our policy in our showroom and on our invoices.
[redacted] has been offered two reasonable solutions for her situation, and she will not work with either option. The first option is to wait for her furniture that she ordered that is estimated to arrive in the middle to end of January. The second option is a showroom credit for the entire amount of the sale that she could apply to anything we offer.
Sonno Domestic Living has many vendors and products for her to choose from. This credit could also be used for any of her future jobs and clients. [redacted] reaction to this situation has been very unprofessional and short sighted. She went so far as to send her client in unannounced to berate me in front of my other clients. She has threatened the reputation of my business, and built up a conspiracy theory in her mind instead of being professional and working towards an amicable solution. [redacted] needs to think about her own professional reputation and the future of her business, instead of trying to harm mine.
Sincerely,
[redacted]
President
Complaint: [redacted]
I am rejecting this response because: She has not refunded my money that was owed to me via credit card and I have asked her repeatedly for the cc receipt showing it was given back and she has never done so. I have contacted my cc company to file dispute since she never refunded my money. The last response I received from her was she was going to look up the cc receipt that it was refunded but it was in a bunch of boxes that she had to find it since her business is no longer. I emailed her this week again asking for that cc receipt and she never responded. If she has proof than she needs to submit it. But she doesnt have the receipt since she never refunded the amount for the dresser and I am still owed $2245.95
Regards,
[redacted]
[redacted],I emailed you the attached email yesterday. Yesterday was the first time I had heard from you and am surprised that you went to the trouble of filing a complaint without giving me time to respond to you. I had Sonno for 12 years and am closing my doors unexpectedly do...
to a family crisis. I have been working for the past three weeks on taking care of clients outstanding orders and giving refunds when needed. As I mentioned in the attached email that I sent you yesterday, I will be sending you a refund for the bed via cashiers check. It actually went out today, and you should have it no later than Thursday. I apologize that you got caught up in my unfortunate situation, and want you to know that your money was not stolen. I also want you to know that a refund was given to you when we told you that we would. [redacted]