Oriental Furniture

We had requested photos of the damaged items which were never sent to us, giving us no way to assess any of the damages.  We generally do not need damaged items returned to us. We offered to pick up the items for free, however the original boxes were gone. Per our damage return policy, the...

original boxes must be retained in the case of damaged orders so they can be returned. [redacted] requires all of the original packaging for their damage claims process. Once the [redacted] dispute was filed, we had no way to get into direct contact. [redacted] decided the customer needed to return the items and would be responsible for sending them back, however, that option is being refused. We did everything we could to make this as simple as possible.

As stated previously [redacted] has no estimated shipping date, so while we understand that you wanted the items at an earlier date than they would have arrived, they we shipped to you within our guaranteed terms. As a testament to our customer service we offered you $40 off as a courtesy, even though we paid the full amount to ship the items to you. Although you decided to get them from [redacted], we had no way of knowing you needed them at a specific time since you chose a shipping option with no guaranteed delivery period. So, while W=we can understand your frustration but surely you can understand that we cannot offer free shipping on your order.

We understand your concerns about shipping and apologize that you did not receive your items within the time you thought you would receive them. [redacted] standard ground does not have a guaranteed delivery date for items, but we gave a $40 credit to you as a courtesy. We also apologize that you feel...

you were mistreated and have gone over it will the associate.

We spoke to [redacted] and they confirmed the trace will be concluded on Wednesday 6/21, we will be able to issue out a refund on Wednesday.

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted].  
[redacted] completing the trace or not has nothing to do with the fact, that an order that was placed and expected to arrive never did and therefore, I want to cancel the order to receive my refund as I bought another item.  The issue is between the Seller and Shipper ([redacted]).  Whereas, this business is holding out my refund for some [redacted] trace when [redacted] already told me on the phone that they have no idea what happened to the item.  By the way, [redacted] put a trace on Thursday June 15th not Friday, since I personally initiated the trace on the 15th.  This business is unnecessarily holding my credit waiting for some answer on their side from shipment error that happened between them and the shipper.  Very poor customer service!!  I have already contacted credit card company to issue refund and initiate a dispute also.  This business has to learn that their problems with shipment are their problems, they are not customer problems.  It becomes a customer problem only when customer has received the shipment on a timely manner.  This business should contact [redacted] and put an alert so the shipment is rerouted back to them if it is found.  Again, not a customer problem.  I am having to pay for their mistake.  ISSUE REFUND!!!
Regards,
[redacted]

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted].
 Unidentified responder from business: Thank you for your message. Clearly you do *not* understand my concerns as you claim. It appears that, like your “associate”, you have not taken the time to read my message carefully (see fourth sentence). This matter is no longer about the shipping issue. That was only the initial reason for contacting customer care. The multiple incredibly inappropriate responses of your “associate” escalated the matter and transformed this from a shipping issue into a customer care issue and it is for this reason that it has been brought to the attention of the Revdex.com. And, depending on your own response, may escalate even further. The repeated insulting and demeaning responses of your “associate” turned a tiny spark into open flames. I hope you are more reasonable and quench the flames before the spread even further.Your website advertises: "Providing an exceptional customer experience is our top priority."The $60 balance due on return of shipping fees is now a tangible measure of your dedication to truly “exceptional” customer service as is claimed publicly on your website. False advertising is illegal in the United States of America. And this is false advertising. Every response from your company so far, including your most recent, only adds to the list of evidence documenting that fact.Your continued refusal to recompense the remaining $60, especially in view of your company’s continued and repeated escalation of this matter proves that your alleged apology has little merit. If you are truly apologetic about what we have had to endure from your company (at current count: 4 emails to your “associate”, the process of filing through Revdex.com, and, including this, two emails to you) you will refund the remaining $60, which has come to symbolize the problem with your falsely advertised “exceptional customer experience”.Also, there was nothing at all courteous about the manner in which your “associate” insultingly dismissed my requests (not once, but twice!) and then essentially slapped your $40 “courtesy” in my face. Now you, in your own response, are also ignoring my concerns. Thank you so much for your “courtesy”.As a *true* courtesy, I will offer you and your company one final opportunity to bring this matter to a close: refund the outstanding $60 that has now come to symbolize your company’s “exceptional customer experience” and I will consider the matter settled permanently. You go your way, I will go mine. No further action on my part. Your company’s continued refusal will result only in further and further escalation over the coming months and years, until you will certainly have spent far more than $60 in dealing with this matter.Revdex.com Representative: The response from this business offers nothing new. It merely repeats the same information that caused this matter to be brought to the attention of the Revdex.com in the first place. None of the issues filed in my original message have been addressed. Business response rejected. Thank you, Revdex.com, for your help in this matter.  
Regards,
[redacted]

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #[redacted]. I understand that by choosing to accept the business response that my complaint will be closed as resolved. Refund was issued today after the item arrived from [redacted] damaged as shown in the pictures, after being lost for 10 days.
Regards,
[redacted]

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. Please add your rejection comments below. Once again, this seller is not listening and answers with no regard to what my complaint is. No where in any of my correspondence back and forth did I mention "bent hinges"!  The product was manufactured faulty. They did send me hinges and I refused the shipment and sent them back.  Why should I pay $139 for something and have to try and fix it myself? Just the fact that they sent me a bag of new hinges means something is wrong with the divider!I want them to pay for return shipping as I said before it will cost $147.00 to return the product via [redacted].  But they keep ignoring the fact that their own website says that they will pay for shipping for a damaged product.  The reason the amount I was seeking was for $286, is because that is $139 + $147 = $286.  The Revdex.com site did not allow me to put $139 in two spots on the form.  So one more time, I am asking for return shipping plus a full refund as promised on their website.
Regards,
[redacted]