ComplaintsforFocal Decor

• Initial Complaint

  09/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On August 17th I placed an order with the Focal Decor company for a light fixture. Three days later I still hadn't heard from anyone so I decided to cancel my order. Since I hadn't heard from anyone, I disputed the charge with ***************** Then, miraculously, the company reached out and told me that in order for them to credit me, Id have to cancel the charge back dispute with **************** which I did. It is now September 11 and I still havent received a credit from Focal Decor. This is ridiculous. **************** has rebilled the item which I CANCELLED. I am looking for a complete and immediate refund from this company and I will NEVER use them again.

  Business response

  09/11/2024

  Customer reached out to ********************** customer support for the very first time on 8/20/24 at 6:41 AM EST, three days after placing their order on 8/17, stating, "Im beginning to think this website is fraudulent. I have not heard back regarding shipping or anything. *** also left a message by email that was not returned to me as requested. I will promptly be cancelling this order should I not hear back from you immediately regarding my order." The customer responded again shortly after on 8/20/24 at 7:36 AM EST stating, "Cancel my order immediately. I have already notified my credit card company."

  At 1:37 PM EST on the same day (8/20/24), Focal Decor customer support replied to the customer stating, "Order and shipping confirmation emails are automatically sent for every order placed. An order confirmation email was automatically sent to ************************ for order #***** on 8/17 at 10:33 AM EST. A shipping confirmation email is also sent once an order is shipped and the tracking number is available (order #***** is currently being prepared for shipment). Order #***** has now been cancelled as per your request. Please keep an eye out for a separate refund confirmation email from us."

  On 8/20/24, Focal Decor had yet to receive notification that the customer had indeed contacted **************** and opened a chargeback claim on their order citing "product not received". ****************, as a result, froze the transaction while the customer's claim is being investigated (standard practice for a chargeback dispute). Because of this, once notified of the chargeback claim by ****************, Focal Decor customer support followed up with the customer on 8/22/24 stating, "Order #***** was cancelled and refunded, as per your request, on 8/20. However, we received notification today that you opened a chargeback claim on the transaction citing that you did not receive your order. Because a chargeback claim was opened, the transaction has been frozen by your financial institution, which does not allow us to issue you a refund until the chargeback is resolved (1-2 month ETA). If you would like us to issue your refund as soon as possible, and avoid us having to ship your order, please cancel the chargeback dispute so that the transaction is no longer frozen (see attempted refund details below). Because your chargeback claim is both frivolous and unjustified (i.e. we issued you a full refund as per your request and cancelled your order), if you do not close the chargeback dispute, we will move forward with disputing your chargeback claim as fraudulent. Additionally, because you cite that you never received your order, and the transaction cannot be refunded, we will also be reopening your order and shipping the pendants ordered. Once delivered, you will be responsible for returning the items if you would like to be refunded. If we do not receive notification that the chargeback has been cancelled within the next five business days, your order will be shipped given that the transaction cannot be refunded, and we will move forward with disputing your chargeback claim."

  Because the transaction remains frozen while the chargeback that the CUSTOMER OPENED is being investigated, refunds AUTOMATICALLY FAIL because the transaction is frozen and under investigation by the customer's *********** This was communicated quickly to the customer so the customer was aware of the situation, and the customer was provided with a screenshot and details of the failed refund.

  This entire ordeal could have EASILY been avoided had the customer simply requested to cancel their order INSTEAD of immediately filing a chargeback for an item that HAD YET TO BE SHIPPED. As is very clear by the customer email chain, ********************** customer support addressed the customer's concerns within just 5 hours of receiving the customer's initial inquiry.

  Screenshots of customer email chain attached. Emails with the customer clearly show that ********************** customer support quickly acted upon the customer's request, but the customer's unjustified and unhinged actions have delayed Focal Decor's ability to issue a FULL REFUND given that the customer opened a chargeback and had the transaction frozen for no justifiable reason.

  Customer response

  09/12/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

  The answer is completely unacceptable as **************** has unfrozen the charge already two weeks ago and Focal Decor should be able to credit my account immediately.  This whole response is just a delay tactic when all they have to do is credit my card.

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Customer response

  09/13/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   I still have not received a refund or a clear answer as to when my refund will be issued. All I am asking for is a credit. **************** has clearly stated there is not dispute or chargeback pending so why cant they just credit my account?? 

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Business response

  09/16/2024

  Customer reached out to ********************** customer support for the very first time on 8/20/24 at 6:41 AM EST, three days after placing their order on 8/17, stating, "Im beginning to think this website is fraudulent. I have not heard back regarding shipping or anything. *** also left a message by email that was not returned to me as requested. I will promptly be cancelling this order should I not hear back from you immediately regarding my order." The customer responded again shortly after on 8/20/24 at 7:36 AM EST stating, "Cancel my order immediately. I have already notified my credit card company."

  
  At 1:37 PM EST on the same day (8/20/24), Focal Decor customer support replied to the customer stating, "Order and shipping confirmation emails are automatically sent for every order placed. An order confirmation email was automatically sent to ************************ for order #***** on 8/17 at 10:33 AM EST. A shipping confirmation email is also sent once an order is shipped and the tracking number is available (order #***** is currently being prepared for shipment). Order #***** has now been cancelled as per your request. Please keep an eye out for a separate refund confirmation email from us."

  
  On 8/20/24, Focal Decor had yet to receive notification that the customer had indeed contacted **************** and opened a chargeback claim on their order citing "product not received". ****************, as a result, froze the transaction while the customer's claim is being investigated (standard practice for a chargeback dispute). Because of this, once notified of the chargeback claim by ****************, Focal Decor customer support followed up with the customer on 8/22/24 stating, "Order #***** was cancelled and refunded, as per your request, on 8/20. However, we received notification today that you opened a chargeback claim on the transaction citing that you did not receive your order. Because a chargeback claim was opened, the transaction has been frozen by your financial institution, which does not allow us to issue you a refund until the chargeback is resolved (1-2 month ETA). If you would like us to issue your refund as soon as possible, and avoid us having to ship your order, please cancel the chargeback dispute so that the transaction is no longer frozen (see attempted refund details below). Because your chargeback claim is both frivolous and unjustified (i.e. we issued you a full refund as per your request and cancelled your order), if you do not close the chargeback dispute, we will move forward with disputing your chargeback claim as fraudulent. Additionally, because you cite that you never received your order, and the transaction cannot be refunded, we will also be reopening your order and shipping the pendants ordered. Once delivered, you will be responsible for returning the items if you would like to be refunded. If we do not receive notification that the chargeback has been cancelled within the next five business days, your order will be shipped given that the transaction cannot be refunded, and we will move forward with disputing your chargeback claim."

  
  Because the transaction remains frozen while the chargeback that the CUSTOMER OPENED is being investigated, refunds AUTOMATICALLY FAIL because the transaction is frozen and under investigation by the customer's *********** This was communicated quickly to the customer so the customer was aware of the situation, and the customer was provided with a screenshot and details of the failed refund.

  
  This entire ordeal could have EASILY been avoided had the customer simply requested to cancel their order INSTEAD of immediately filing a chargeback for an item that HAD YET TO BE SHIPPED. As is very clear by the customer email chain, ********************** customer support addressed the customer's concerns within just 5 hours of receiving the customer's initial inquiry.

  
  Screenshots of customer email chain attached. Emails with the customer clearly show that ********************** customer support quickly acted upon the customer's request, but the customer's unjustified and unhinged actions have delayed Focal Decor's ability to issue a FULL REFUND given that the customer opened a chargeback and had the transaction frozen for no justifiable reason.

• Initial Complaint

  05/15/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Purchased three hanging lights. All of them came damaged/defective. I provided photos as well. Customer service provided me with a return label, I returned the lights on April 12 (a month ago), and I havent heard back from them. Ive sent at least three emails asking about the status of my return, and no one will reply. There is no customer service telephone number to contact them either. The lights were $485.97, I have returned the lights a month ago, and the company has completely ignored my email inquiries. I would like my refund for being sent damaged/defective items. Thank you for your time and help.

  Business response

  05/15/2023

  The customer requested to return their order within our 30-day return window, and a return label was provided to the customer. The customer returned their order, and a full refund was issued to the customer. See attached documents showing customer email to our customer support, and refund issued. The customer was notified via email of the full refund issued on 05/12/23. This is an unwarranted and frivolous complaint.

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