LexMod

The manufacturer/company has replaced the chair free of charge

Business Response to a Complaint



Complaint ID#:


[redacted]




Company Name:


Sugarstores


...



Company Contact:


[redacted]




Company Phone:





Company Email:


[redacted]




Person Who Sent the Complaint:


[redacted]




Staff Member:




Response:
We have sent a replacement chair directly to the customer with [redacted] tracking [redacted]. Thanks
Sent on: 9/19/2014 3:27:40 PM
Sent by: 66.65.16.126

Hi, Please email [redacted] to cancel the order placed yesterday, 11/22. If calling is of difficulty.   LexMod is not scam company, the number customer called is a LexMod number as I have JUST called it and got the LexMod automated system. If customer would like to cancel the...

order, customer must go through the correct channels for record.   Thank you

Thank you for your suggestion.  We will look into this with corporate.Thank you

Hi, Unfortunately, for LexMod Customer Service Representatives, they cannot control stock dates.  This is not a system that a CSR would have any control of, this is strictly from upper management and the manufacturer. These time frames change without their knowledge. Sincerest apologies...

for the delay. The item looks to be back ordered until early/mid February.  Customer is more than welcome to request a refund via email to [redacted] or continue to wait for their order.  Thank you

Hi, As of last Friday, 2/10, the customer has not written to LexMod Claims that they closed their charge-back.  The customer must CLEARLY STATE to the Claims department that they have terminated the charge-back process in order for LexMod to proceed with the refund.  The customer has not done so even after informing them that LexMod would have to wait for the charge-back to come through to the Accounting Department.  This was stated as recent as 2/10 Solution to resolve:  Customer must contact LexMod claims and officially state that they have closed their charge-back initiation with their financial institution or Accounting will continue to check records of customer name in any charge-back files.  Thank you

Customer called [redacted] to cancel due to back order on 1/5 Order #[redacted] Full refund was processed 1/6-- Refund number [redacted] (Receipt Below) Order Number: [redacted] Parent Order:[redacted] Order Date: 1/6/2015 2:10:50 PM Customer ID: [redacted] IP Address: [redacted] Affiliate ID: * Customer...

EMail: [redacted] Order Total: $97.20 Locale Setting: [redacted] - LexMod Payment Method: CREDITCARD Card Type: [redacted] Payment [redacted]: AUTHORIZENET AVS Result: Transaction Type: CREDIT Transaction State: REFUNDED Transaction ID: Authorized On: 1/6/2015 2:10:50 PM Captured On: 1/6/2015 2:10:50 PM Voided On: Refunded On: 1/6/2015 2:10:50 PM

Complaint: [redacted]I am rejecting this response because:This response is false.  I ordered the item on 8/2/14 and did not ask for a cancellation until after contacting the company on more than a few occasions and being told multiple times that the item was still not in for shipment.  The cancellation was processed on 10/8/14, which I have confirmation of in an email I received from the company.  After waiting two weeks and still not seeing a credit to my account, I contacted the company again and was told via email they would expedite the credit in the next 24-48 hours, which did happen after two days.  I was going to amend my complaint to state that the issue had been resolved and then I come upon this response the company sent to the Revdex.com that is completely untrue.  I am attaching a PDF of my series of emails with the company, however, it contains personal information that I do not wish to have published in any way.  Please feel free to contact me if any other information is needed.Regards,[redacted]

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:
In no way does this address my complaint. If LexMod took the time to actually read what I wrote in my initial write-up, they would see that I clearly stated that the date of delivery has been changed over and over again. I do not care whether the customer service representatives have the correct information or not, that has nothing to do with this complaint. All I care about is that I've repeatedly been promised a date, and when that date arrives I am given a new date and told to wait, and the cycle then repeats.  Since I did not get a real answer to my Revdex.com complaint, I will elaborate further and highlight key points in bold in hopes that I can get a valid response this time. The response to my Revdex.com complaint provided by LexMod is in no way different from the responses that I've been getting from their customer service reps. In other words, it has no added value. How is an identical response, proven time and time again to be invalid, supposed to provide any resolution? In LexMod's response to the Revdex.com complaint I was just given the same date range that I've been given by customer service reps which, based on my last three interactions with them, have all turned out to be false promises. To be clear, that means promised delivery date followed by failure, an updated delivery date, followed by another failure, a third delivery date, followed by failure once more.  I don't plan on waiting to get slapped with the same let-down time and time again. I've never in my entire life encountered this level of unprofessionalism and a simple "wait three more weeks" isn't going to cut it. If you're telling me that management has the answer, then have management provide me with a guaranteed delivery date. Not a three week window that you then miss. Lastly, if LexMod actually read my complaint, they would have seen that I explicitly stated that I do not want a refund, so stop offering it. What I do want is the console table that I paid for four months ago. I ordered this desk in October 2016. It is now February 2017. How on earth am I still getting three week ranges for delivery which, once again, get changed every single time we reach the aforementioned delivery date range. An actual resolution instead of empty promises would be appreciated it. If not, I will be forced to escalate the matter. 
[redacted]

Hi, Please note that customer informed us that she initiated a charge-back on 2/6. LexMod Claims is not allowed to proceed in working with customer until charge-back is resolved/complaint is closed. At this time, the claim initiated by customer is categorized as closed until further notice from...

customer's financial institution as Accounting departments must resolve.  The customer proceeding in a charge-back means that they feel the issue could not be worked out between customer and retailer, therefore it must now be worked out with LexMod and customer's credit card company. Hope this clarifies.  Thank you

Based on LexMod records, invoice# [redacted] is shown to have been delivered. Order was placed 10/2/2015, customer emailed for status on 10/8 - informed of status.

Hi, Outside of the fact that the consumer is outside our (1) warranty period, the consumer states in their complaint that we offered to replace the damaged items as a courtesy. While we do apologize for the inconvenience, it is also a fact that we were willing to work with the customer. ...

No response from the customer has been received and consumer as of 8/4. Thank you

Hi, Customer has filed a complaint claiming that we have not refunded money due to delayed shipment. We have, in fact, cancelled the order on 8/2/14 and refunded the money same day. Please see below transaction record. Order Number: [redacted] Related Order[redacted] Order Date: 8/2/2014 11:47:04 PM...

Customer ID: [redacted] IP Address: [redacted] Customer EMail: [redacted] Order Total: $521.10 Subscription Added (in Days): 0 Locale Setting: en-US Store Version: AspDotNetStorefront Multi-Store9.0.1.3/9.0.1.3 SP1 Store: 1 - LexMod Payment Method: CREDITCARD Card Type: [redacted] Payment Gateway: [redacted] Result: Y Transaction Type: CHARGE Transaction State: REFUNDED Transaction ID: [redacted] Authorized On: 8/2/2014 11:47:04 PM Captured On: 8/2/2014 11:47:04 PM Voided On: Refunded On: 10/22/2014 12:56:59 PM Thanks,

Hi, At this point, we are not sure what else there is to discuss.  We do not have control over the delivery dates as this is a matter between, manufacturer, importing and upper management.  Customer is more than welcome to continue to wait for their order or.. as mentioned, request a refund.  We cannot change the shipment dates.  Thank you

Complaint: [redacted]
I am rejecting this response because: I ordered the item FOR the holiday.  It is poor customer service to...

say you can't deliver your product because of the holiday,  when that is in the precise time when most people order! Lexmod has had the money for the chair for six weeks now, as I ordered in PLENTY OF TIME for Christmas,  yet I still don't have the chair. This is inexcusable. There are hundreds of complaints on the internet and on [redacted] for this exact complaint with Lexmod; they collect their money quick,  but don't deliver on time  or deliver shoddy merchandise and are in no hurry to correct the problem. Again, it's now been six weeks since I ordered this chair  and 3 weeks since they were made aware of the problem, yet here I sit with no chair! 
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:  Their dates are inaccurate. It took them 8 months just to respond to this complaint. That should be enough to back my complaint. 
Regards,
[redacted]

Update: 9/7/17
I contacted them to inform them of the INCORRECT legs they sent me WITH pictures to show that the legs DO NOT align at all. I wish I could post the pictures here. This is the response they gave me.

"You should try screwing in the screws halfway and then when they are all in screw them in the rest of the way"

ARE YOU SERIOUS? THESE PEOPLE ARE IS

Update: 9/6/7 15 minutes after I wrote this I went to look at the leg parts and aligned it with the chair itself to see if I can just purchase hardware at the store. And guess what? THE LEGS ARENT EVEN THE CORRECT ONES. Holy, never been so [redacted] in my life.

Previous post 9/6/17:
I'll start of by saying I'm one of those people who don't ever write reviews because it's just not worth my time and I'm extremely lazy. BUT this is how unhappy I am that I looked online on how I could RATE & REVIEW this store.

I recently ordered a yellow accent chair. Which to my disappointment, was delivered to me without the legs&hardware for the chair. Fine, these things happen. I will file a claim to get the legs&hardware shipped to me.

I contact customer service and initally they tell me they'll ship the legs. Then I get a follow up email stating the legs are actually in the chair itself. I waste my time looking because there's no way it could be in there unless I tear up the chair. How thorough are these customer service representatives who are processing our orders?

I get an email apologizing that it's actually being shipped. It's a week later, I just got the legs and now there is no hardware to be found. In total I waited 2-3 weeks for a chair. Now I have to wait another week (if that) for hardware before I actually get the use this chair.

In the end, all they could do was blame it on each other. Oh the representative forgot to put in the order for hardware as well. Blah blah blah. This means nothing to me. All I know is that I waited a long time for a chair that I can't even use now until another week.

Oh, on top of that? They shipped my chair in a ripped up card board box that was taped a million times. Additionally, the product itself had little bits of dirt marks here and there on it. I overlooked it because I was able to clean it and returning is such a hassle (remember I'm lazy) but why do I have to clean a brand new item? The packaging looked horrible upon arrival. As if I bought something off of eBay. And me tell you this chair wasn't cheap. The replacement chair legs were not packaged any better. These are wooden legs that were packaged in a yellow paper envelope. Do they not care if the product gets damages in the mail before it reaches the customer? That's what my entire experience with this store felt like. THEY DONT CARE.

100% - would not recommend you purchase here
100% - would never order another item
100% - regretted wasting my money here

I placed an order with Lexmod on May 29th the order included 4 beds that were supposed to be in stock in June 10th. My card was charged and the delivery date came and went with no communication from the company. I called in mid June and was told they would ship the end of July, then I called at the beginning of July and was told September. Their service and customer communication is terrible and their employees are rude!

I ordered a full size bed for my daughter that was supposed to delivered. When it wasn't I called and they stated that this item was discontinued and I could have a refund. They charged my card never called or emailed me to tell me the order was discontinued I just waited a week to get the bed. Wonder if I wouldn't have called? Then they tell me it's going to be 5-7 days to get my refund so now my daughter is without a bed until I get my refund and order another one! Oh they did offer me a 5% discount for my trouble...REALLY would've been no trouble had you called or emailed me and told me I wouldn't be getting the bed but you still charged my card! Keep your 5%!