Dot & Bo, Inc.

Initial Business Response /* (1000, 5, 2015/09/14) */
We want to thank this customer for sharing their experience and bringing this to our attentionThe replacement sofa shipped as promised on 8/The customer should have received an automated notice with tracking alerting them to thisThis
notice was not received by the customer due to a system errorFinessing our automated processes is a top priority to better assist our value customers and avoid experiences such as thisWe provided tracking to the customer on September 8th and the piece arrived at the customer's local delivery hub on 9/We believe the delivery company has been in touch to arrange pick up and delivery of the new pieceWe thank the customer again for their patience and for bringing this to our attention, so that we can continue improving our customer experienceWe also hope this customer can accept our sincerest apologies for this over expereinceWith the arrival of the customer's replacement piece to the delivery hub, we can consider this case closed

We thank the customer for leaving this reviewOur cancellation policy is as follows: "If you change your mind and decide to cancel your order, please notify us within hours of placing itIf the order has not been processed for fulfillment, we can honor the request and refund your payment in
fullWe are not able to accommodate cancellation requests received outside of this window.Orders cancelled after processing may be subject to restocking feesIn the event that you cancel your order after it's processed, you may return it for a refund minus the cost of shipping both ways." Since the order was placed on 3/19, and the customer reached out to us on 3/24, the order was already processing and being prepared to ship outAt the time of writing this letter (3/31), the order is slated to ship between 3/31-4/In some cases we are able to cancel orders after they processFor this particular item, we are not able toAs for the delivery estimate, this is provided on the product page before ordering, as well as on the order confirmation e-mail which is sent to customers upon placement of their orderWe make no attempt to mask thisAdditionally, the item in question was for a single plaque, not a setThe picture referred to is to provide customers with an idea of what the plaque might look like, as they do tend to vary, which is stated on the product page as wellThe customer stated that he wanted to cancel the order since he would be out of town during the estimated deliverySince we are unable to stop the shipment, our agent provided him with FedEx's local contact information, so that they could hold the item for him until his returnWe also provided our return policy for his reference as well, since the items are covered under our 14-Day Return Policy, should he choose to return it

Initial Business Response /* (1000, 5, 2015/12/01) */
We appreciate the customer bringing this to our attentionOn 11/at 8:PM PST, we received an email from the customer hours after their order was placed requesting cancellation because they were movingDue to the Thanksgiving holiday,
our main offices were closedWe followed up with the customer on 11/at 2:PM PST to let them know we've submitted a request to cancel the orderBecause we ship all over the country, it can take up to days to cancel an order
Our cancellation policy reads as follows, "If you change your mind and decide to cancel your order, please notify us within hours of placing itIf the order has not been processed, we can honor the request and refund your payment in full." The customer did let us know they changed their mind within hours, however, the order was already in process
Our customer relationships rep who works offsite informed the customer, "I was just not able to cancel it immediately as it needs to be done from the main office, which was closed for the holiday." This is accurate as our main office was closed for the holiday meaning our operations department was not in the office to cancel the orderWe are working to automate this cancellation processAs a young start up, it's a top priority
The last thing we want it for these items to arrive to the customer after they've requested to cancelWe can confirm that the order has been rerouted via FedExTheir tracking numbers are XXXXXXXXXXXXXXX, XXXXXXXXXXXXXXXThe reroute confirmation numbers are XXXXXXXXXX, XXXXXXXXXX
With the reroute confirmed by FedEx and the customer's refund in process, we consider this case closedAs always, we're available to provide email, phone conversations, voicemails as needed
Very best,
Dot & Bo Community Management
Initial Consumer Rebuttal /* (2000, 7, 2015/12/02) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Received a reconfirmation of the above message directly from companyI will monitor for refund and am expecting a non-delivery
Thank you for your help

Initial Business Response /* (1000, 5, 2016/02/05) */
We appreciate the customer for bringing this to our attention and are happy to report we've come to mutual resolution as of 02/Due to agent error, the customer received misinformation for which we apologize and take full responsibility for
We've contacted Habitat For Humanity to pick up the piece in questionThey should be contacting the customer within hours to schedule the pick upAgain, we apologize for this less than ideal expereince and thank the customer for their patience as we worked to resolve thingsWith the pickup scheduled, we here at Dot & Bo believe we've acted in good faith and consider this matter resolved
Initial Consumer Rebuttal /* (2000, 7, 2016/02/10) */
(The consumer indicated he/she ACCEPTED the response from the business.)
We are happy to see that Dot & Bo will be donating the sofa to Habitat for HumanityWe do hope that the customer service agent who gave us the wrong information is not penalized in any way as well as it is obvious Dot & Bo has large enough margins that donating the sofa is more palatable to their bottom line than sending a truck out to bring it backThus, retaliation against the service agent would be out of line
It would probably be best if Dot & Bo management was more specific about their return policies, though my guess is their business model capitalizes on giving out as little information to customers as possibleJudging by the number of complaints I'm seeing for Dot & Bo, particularly regarding shipping issues, my guess is nothing will change

(The consumer indicated he/she DID NOT accept the response from the business.)We do not accept this responseWe paid $1,for a sofa and it broke after one yearA $1,sofa should certainly be enough quality to last over yearWe believe we should be compensated significantly more considering the low quality of the product we were sold by this company

Initial Business Response /* (1000, 6, 2015/10/12) */
We want to thank this customer for taking the time to share their experienceThis customer's order was placed on 12/06/and delivered on 12/15/On 01/31/2015, weeks after delivery, the customer got in touch to share issues they were
having with one of the legsDot & Bo has a hour policy in regards to damage/defect, and day return policy for return eligible piecesOur hour damage/defect policy is in place to protect our customersOur designers are constantly updating/discontinuing styles, so the sooner we know of an issue, the more options we have available to assist
Based on photos provided by the customer, we followed up on 02/12/to advise the customer (per our design partner), that a wood bonding glue should troubleshoot the issueWe wanted to help this customer as much as we could despite this being 6+ weeks outside our policy at the timeWe offered the customer a partial refund or store credit, however, both offers were refused
On 02/12/2015, our Director of Customer Relationships processed a partial refund to the customer's credit card as a token of good willWe had not heard from the customer since 2/12/Now months outside of our return policies, there's nothing more we can do beyond the partial refund provided on 02/12/We apologize for the customer's frustrating expereinceWe tried to accommodate our customer despite our return policies and we apologize that it's not enoughWe consider this case closed and are available to provide any emails/correspondences as needed by the Revdex.com
Very best,
Dot & Bo Community Management

Initial Business Response /* (1000, 5, 2016/01/04) */
We want to thank this customer for bringing this to our attentionThe Sculptural Slope Chairs In Smoke are made with solid, characteristically light beechwood bases as noted on our product pageWe strive to have this level of information on
all our products, so customers can make the most informed purchases possibleWe sincerely apologize for the chairs not meeting the customer's expectationsAfter a review by our operations & merchandising team, it was found these chairs are accurately representedBecause they are accurately represented, any return of the product falls under our Day Return PolicyMore on that can be read here http://www.dotandbo.com/returns#_money
The pieces are covered by our Day Money Back Guarantee, and we have processed return labels via the customer's requestThese labels were emailed on 12/at 3:PMOnce the pieces are tracking back to us, we will be able to refund the customer per our Day Return Policy
With the labels processed and emailed to the customer, we consider this case closedAs always, we're available to provide any screen shots/call recording/email transcripts/etc
Sincerely,
Dot & Bo Community Management
Initial Consumer Rebuttal /* (3000, 7, 2016/01/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not agree with Dot & Bo, their product is misrepresented on their website and I should receive FREE shippingI can provide my photo's as proof to compare with what they represent on their site and the product I received
Thank you,
*** ***
Final Business Response /* (4000, 11, 2016/01/13) */
We thank the customer for following upUnfortunately, we are unable to view the photos attachedAssuming they are the same photos previously and promptly sent to us by the customer (as uploaded here), the chair bases look different in each photoDepending on the lighting in the room, the wood will look lighter or darker
We here at Dot & Bo sincerely believe we have acted in good faith by accurately representing the Sculptural Slope Chair in Smoke with both an image along with a description listing the actual material used to make the chair legs
Final Consumer Response /* (4200, 13, 2016/01/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I DO NOT accept your responseAs far as the chairs you had sent to me, and I myself did photograph them, they are all different shades AND NONE of them are the shade your chair in your website depicts, that is your problemI am not a professional photographer I took a picture of all the chairs as your company advised me toIf you need to view the chairs again let me know in what format you need me to send them to you once againI refuse to accept that the chairs you have sent to me are the shade you are depicting
Regards,
*** ***

(The consumer indicated he/she DID NOT accept the response from the business.)The product description does not state that you are ordering one wall mount. It gives absolutely no direct reference to the number of mounts you will receive. The product image suggests you are receiving five. This is an illegal and gross misrepresentation of the order and blatantly false advertising. On requesting product manufacturer and origin information, Dot&Bo replied they do not have this. This information is necessary to provide the order and obvious that they do have this information. The release of this information is lawfully required under consumer rights. The resolution of contacting FedEx once shipped to delay delivery is assuming that internet access is available in a remote area of southeast Asia. This is no resolution.

Initial Business Response /* (1000, 5, 2016/02/01) */
We appreciate the customer bringing this to our attention and firstly want to sincerely apologize for this less than ideal delivery expereince. On January 22nd 2016, our shipping partner delivered 1 out of 3 boxes. Upon speaking to customer on...

the phone, our Customer Relationship rep escalated this order with our operations team to get to the bottom of things. We contacted our shipper to request a search for the missing 2 boxes which can take a few business days. Unfortunately, our shipping partner reported the remaining boxes lost. On January 28th, 2016 at 2:14 PM PST, we processed a full refund to customer which should post to their account in 5-7 business days. A couple hours later at 3:07 PM PST we followed up to confirm a pick up with Pilot Freight services has been scheduled. Again, this is not the type of experience we want for our valued customers and we hope the customer can accept our sincerest apologies. With the refund in process and the pick up scheduled, we here at Dot & Bo believe we have acted in good faith and consider this matter resolved.

We thank the customer for providing this information, and apologize for the experience they have had with their Spiers Sofa. The sofa in question was delivered on 4/16/15, and we were first notified of issues concerning the legs of the sofa on 3/26/16 -- almost a full year later. Though we...

communicated with the customer to facilitate an exchange regarding a separate order they had placed, no mention was made of any issues with the legs of the sofa until the end of March, 2016. We do request that customers reach out to us within 48 hours of receipt in the uncommon event that anything is amiss with the merchandise they have received. We are also happy to review customer inquiries received outside of the 48 hour window, as we understand that things do happen. In this case, too much time had elapsed (including the sofa now being sold out) and so we credited the customer's [redacted] ** account with $200 in bonus credit, to be used toward a future order. (Screen Shot 2016-03-31 at 10.54.11 AM)

Initial Business Response /* (1000, 5, 2015/08/26) */
We want to thank this customer for sharing their honest feedback and experience. Our VP of Customer Relationships has spoken with the customer on the phone to express our sincerest apologies and to address the lapse in communication. Getting...

our processes automated and our systems optimized are a top priority to better assist our value customers and avoid experience such as this. The refund has been processed in full as of 08/26/15 at 9:48 AM PST and should post in 5-7 business days. We thank the customer again for their patience and for bringing this to our attention, so that we can continue improving our customer experience. With the refund in process, we consider this case closed.

Initial Business Response /* (1000, 5, 2015/05/05) */
First, we must apologize for the lapse in communication with the customer on their order. Their email got caught up in a system error and not found till issue was brought to our attention. We're thankful for the customer reaching back out so we...

can better assist.
Unfortunately, the chairs in this customer's order were ready to ship late last week, but they did not pass [redacted] warehouses quality inspection. We reached out to the designer, which planed to have more completed in 6-8 weeks.
We understand this is quite a wait and per the customer's request, the order has been cancelled and refunded as of 5/5/15 at 9:13 AM PST. The customer should see this refund reflected in their account within the next 5-7 business days.
We have also applied a store credit to the customer's account as a sincere apology for the lapse in communication. We hope that if the customer ever decides to give us another shot, we can provide a night/day experience on a future order.
We are here if the Revdex.com or customer has anymore questions or concerns. Again, we cannot apologize enough for the delay in communication. With the refund processed, we consider this case closed.
Initial Consumer Rebuttal /* (2000, 7, 2015/05/06) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 5, 2015/12/18) */
We want to thank this customer for sharing their honest feedback. On 11/25/14 the customer purchased 2 Walnut Slop Chairs in White (screen shot of order confirmation attached.) On 11/30/15, the customer purchased 2 Mid-Century Slope Chairs ...

(screen shot of order confirmation attached). These chairs are different sku's with different price points and different colored bases. Because the correct chairs ordered were received, they fall under our 30-Day Return Policy. We do apologize for any confusion as the chairs look similar at first glance. Our Customer Relationships Lead has been in touch with this customer via phone/email and we are currently waiting for the customer to decide how they'd like to proceed at their earliest connivence. With a resolution in process, we consider this case closed. As always, we're available to provide any screen shots/call recording/email transcripts/etc.
Sincerely,
Dot & Bo Community Management

Initial Business Response /* (1000, 7, 2016/01/20) */
We thank the customer for bringing this to our attention. Dot & Bo has a 48 hour policy in regards to damages and defects. The pieces delivered on April 23, 2015 are unfortunately nearly a year outside of our return policies. This policy is...

in place because our designers are constantly updating/discontinuing designs. The sooner we know of an issue, the more options we have to fix things.
Because the table was delivered back in April, we're unfortunately not able to accept a return for it. Although we are unable to accept a return, we have applied a 30% refund in the form of store credit as a token of our apology and in good faith. Walnut Veneer is a thin slice of wood typically glued onto panels and then the main piece. If exposed to extreme temperatures (for example- hot/cold dishes placed directly on the table), bubbling may occur.
In regards to the lamps, we've reached out to the manufacturer as that damage should not have happened- especially after such a short amount of time and proper wattage bulbs being used. Because of this, the manufacturer has agreed to send new glass portions of the lamps to replace the defective ones. As our rep followed up to say to the customer on 1/17 at 9:50 AM, this is a one-time exception and typically we are not able to process replacements months after use.
With the store credit applied to the customer's account as a sincerely apology for not being able to accept the return of the table and replacement shades soon to be en route, we here at Dot & Bo believe we have acted in good faith.
Very best,
Dot & Bo Community Management
Initial Consumer Rebuttal /* (3000, 9, 2016/01/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Both products (lamps and table) were shipped on the same day. Both products arrived undamaged - and remained in perfect condition for 48 hours. It was over the next few months that both products developed these problems. Why is the resulting damage not acceptable for the lamps, yet acceptable for the table in the same time frame? The damage to the table is NOT on the table top. Rather, the submitted photos show clearly that the damage is on the sides of the legs - on opposite sides of the table (which was also clearly stated in my initial complaint). Therefore, exposure to extreme heat, water, etc. is not possible. Again, if logic proves that the lamps should not have failed "especially after such a short amount of time" then why would the same logic not apply to the table?
Final Business Response /* (4000, 11, 2016/02/01) */
We appreciate the customer following up and again apologize for any frustrations. As previously stated, Dot & Bo has a 48 hour policy in regards to damages and defects. This policy is in place because our designers are constantly updating/discontinuing designs. The sooner we know of an issue, the more options we have to fix things. We still sell the lights in this order and were able to make an exception on our policies, providing replacements for the customer. The table has been discontinued with the designer since ordered by customer nearly a year ago. Since the table has been discontinued we cannot provide a replacement. This is why we have made another exception on our damaged/defect policy and applied a 30% refund in the form of store credit as a token of our apology. With these two exceptions on our return policies, we here at Dot & Bo believe we have acted in good faith and done everything we can to assist this customer.
Very best,
Dot & Bo Community Management
Final Consumer Response /* (4200, 13, 2016/02/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Dot & Bo has confirmed that, if your product falls apart on day 3 and Dot & Bo decides to discontinue it - you are out of luck getting a refund for a defective product. Buyer Beware!