ComplaintsforOrejn

• Initial Complaint

  06/02/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I am writing to express my dissatisfaction with the recent purchase of a coffee table from your company, as detailed in the order confirmation #***** on January 12, ****. I believe the circumstances surrounding this transaction warrant a reconsideration of your no-refund policy.My partner and I came across an advertisement on ******** Marketplace showcasing a coffee table that caught our attention, priced at $350. After negotiating a discount of $75, we decided to proceed with the purchase, assuming the product was made from reclaimed wood sourced in ******, as indicated by the misleading "Proudly ********" on your website.Upon receiving the item two weeks later, we were disappointed to find that the table differed significantly from the advertised picture. The white marks were more prominent than expected. However, our primary concern arose when we learned through subsequent research that the reclaimed wood used in the table was sourced from *****, not ****** as we had initially believed.The lack of transparency regarding the origin of the reclaimed wood is unsettling, especially considering our commitment to purchasing furniture made from materials sourced in ******. We have health concerns related to the potential emission of higher volatile organic compounds due to the unknown chemical treatment of the wood in another country. Our discomfort is compounded by the fact that your website fails to disclose the actual source of the reclaimed wood, leading us to feel misled by your marketing.We believe that the circumstances surrounding this purchase warrant an exception. The discrepancy between the advertised product and the received item, coupled with the potential health risks associated with the undisclosed source of the reclaimed wood, have left us unable to use the table.Thank you refund in the amount of $100. However, in light of these concerns, we kindly request a full refund for the remainder of the coffee table plus tax.

  Business response

  06/02/2024

  Hello BBB Support, 

   

  We have received and heard this unsubstantiated complaint.  The claims made against our business are completely unwarranted and untrue.

   

  This client purchased a table from us, from an ad on ******** Marketplace (as per the photo screenshot that they submitted).  We directed them to our website, and they purchased a coffee table from our site.  Upon receipt of this table, they claimed that they were not satisfied with the aesthetic of the table, and requested a refund.  We suggested to them a partial refund compensation of $100, whilst keeping the table, and they agreed (please refer to screenshots which we have attached here).

   

  The client's claims that our business states "Proudly ********" are true,  We are a ******** based business, and in no way advertise that our products are manufactured here in ******.  The client's claims that the table which they purchased was advertised as "reclaimed wood" are also simply untrue, as we never advertised this anywhere on our marketing materials or our website.  Some of the products we sell are in fact manufactured with reclaimed wood, but not this table.  

   

  As per the product detail page, from which the client made their purchase, the product information clearly states that the table is manufactured using "Solid wood surfaces and Engineered wood base, with metal legs" (please refer to photo attached, screenshot from our website).

   

  We are sad to see clients behave in this manner.  We offered them a $100 reimbursement, in an attempt to satisfy them, they accepted and we were under the impression that the issue had been resolved.  Then for them to go and file this complaint, after we had sent and confirmed the $100 courtesy refund, simply shows poor character.

  We are proud that BBB not only protects the rights of consumers, but of businesses as well.  For a consumer to behave in such a malicious manner, goes to show the type of nonsense that small businesses must deal with on a regular basis.

  We hope that we have made our stance clear.

  Kind regards,

  OREJN Team

  Customer response

  07/02/2024

   
  Complaint: 21252256
  

  Dear OREJN Team,

  
  Thank you for your prompt response to my complaint.

  I would like to provide further clarification and address some points mentioned in your response. I appreciate your further clarifications and timely response.

  I want to assure you that our intention is not to engage in malicious behavior. We simply seek a resolution that aligns with our initial expectations and values. I believe that open communication and a fair resolution can address this matter amicably, and we will rescind the complaint once addressed.

  I appreciate your clarification on the materials used in the table; however, the key issue revolves around the perceived misrepresentation of the product's origin. While it's true that your business is based in ******, the source of the materials, especially the wood, was not explicitly stated on your website or marketing materials. Given our emphasis on health and safety, discovering that the wood was from ***** left us dissatisfied. Regarding the partial refund offered, I appreciate your willingness to address our concerns. However, it's essential to clarify that the acceptance of the $100 reimbursement was based on the understanding that the table's aesthetics were the primary issue. The subsequent discovery of the wood's origin raised more significant concerns related to health and safety, which were not initially apparent.

  I appreciate the clarification that this was not made from reclaimed wood. We were under the impression that it was due to the appearance of the table.

  I kindly request further clarification on the sourcing and treatment of the wood used in the table to alleviate our health-related concerns. Transparent and accurate information about the origin and treatment of materials is crucial for customers like us who prioritize the health implications of the products we bring into our homes. I appreciate your attention to this specific aspect of our dissatisfaction and look forward to a resolution that ensures the health and safety of your customers.

  Can you guarantee that the chemical treatment of this wood or that the quality of this wood will not pose a significant health risk? After opening the box, we noticed a putrid smell from a) the box itself and b) the coffee table.

  Sincerely,
  
  ***************

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩