ComplaintsforRangeline Antique Mall

• Initial Complaint

  01/20/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On Friday 1/19/24 my husband and I purchased a kitchen table for our daughter from ********* Antique Mall in Joplin, MO. We had traveled from Tulsa, OK. When checking out we were informed the booth was 15% off. They charged us $383.00 for a table that was listed as $415.00. After I paid in full the $383.00, my husband was getting the table to the front of the store while I left to go buy straps at another store. When I returned my husband informed me they made him pay $67.59 more for the table because they said the table wasn’t part of the 15% off, and THEY had made a mistake. This isn’t right. They sold it to us for $383.00, and then turned around 19 minutes later after that and made us pay for THEIR mistake an amount of $67.59. Had I of not of had to leave and buy straps then we would have already been gone with the table and not of had to pay for THEIR “mistake”. For them to come back and say we owed more money for THEIR mistake of giving us 15% off after the transaction was done and purchased is wrong. They came back and said the entire booth was 15% off in which we purchased the table from, just not the table. There was no signage stating that inside the booth, nor were we told that when we bought the table for the first charge of $383.00. I am requesting that the second charge of $67.59 is returned to us from ********* Antique Mall. This is very poor customer service, among other things. I have attached both receipts. Also, when the owner was called about this issue the only offer was a full refund. Not to fix THEIR mistake and give us back the $67.59. That was not a fair solution considering my daughter wanted the table. The point is not all about the money, so much as they also need to be held accountable for doing that to paying customers. But I do in fact want a refund of the $67.59 that we should not have been made to pay for their mistake. Thank you.

  Business response

  01/31/2024

  In response to the incident on 1/19/24, when the customer purchased a table from vendor #408, the vendor was running a discount in the booth. The sign indicated the discount applied to all items on vendor #408, unless marked FIRM. The table purchased by the customer was marked FIRM. The sign posted in the booth and the price card on the table are attached. A new employee handled the transaction and did make the error of not overriding the FIRM tag in the register to remove the discount. At the time that the error was caught, the employee explained to the male customer what had occurred and the customer willingly provided his credit card again to pay for the difference. It wasn't until the female customer returned that the discontent unfolded. If the customer had not read and understood the reason for the FIRM notation, and it was missed at the register, that is understandable that the customer would be disappointed. Although the store does not typically allow refunds, it was offered that a full refund of both charges be given to the customer since there was a misunderstanding of the purchase price. The customer stated they still wanted the table, but felt we should make an exception because of our error. The employees held to the policy, as the vendor had not agreed to discount the item. When denied, store surveillance and witnesses support that the customer was verbally abusive to the employee as he assisted with loading the furniture for the customer. At no point in time, did the customer make an effort to speak rationally with store owners or management for awareness of the issue or resolution. 

  Customer response

  02/02/2024

  Complaint: ********
  
  I am rejecting this response because:
  
  1. We, the customers, never saw anything was on sale. We walked up the register, paid, charged us for it, I ran to the store for the tie downs, when I got a text from my husband stating they TOLD HIM he would HAVE to pay for the store clerks mistake of giving us a discount. We, the customer, should not have to pay for the employees mistake after we were charged.

  2. I would like to see video proof where I, the female customer, verbally abused someone. That did not take place, and I would like to see the proof. Was I unhappy WE THE CUSTOMER had to pay for their mistake, absolutely. Poor customer service is always frowned upon. Was anyone verbally abused, no. My husband and I loaded up the table ourselves. Again, I would like to see this proof considering the store employee didn’t even help load the table nor was anyone verbally abused. I feel this is a lie on the stores part to not own up to THEIR mistake.

  3. We should have never of been told we had to pay the difference for their mistake. I am still requesting the difference back to us. I did rationally try to ask for the difference back as soon as I got back getting the tie downs, and I was only offered a full refund, which would have left us without getting the product we wanted. The entire mess was on the store clerks mistake, but there was absolutely no resolution the store offered to make it right to us, the customer. If we would have taken the full refund, we would have left without the table. How as that fair and be resolved on us, the customers, behalf?

  Again, I would like a refund where they told my husband he HAD to pay for the employees mistake. We did not ask for a discount, nor did we even know one was being offered in the booth. We paid what the clerk sold it to us for, and that’s all we should have been asked to pay. I’m disappointed, although not shocked by previous customer treatment hence why I’m writing this complaint to begin with, that they’re lying about the “verbal abuse”. Please just own up to your mistake and not put it off on the customer, and provide a refund of what you owe us, and not continue to make us pay for your mistake.

  
  Thank you,
  
  ***** *****

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