ComplaintsforYour Home Outlet LLC

• Initial Complaint

  05/02/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  Consumer purchase a washer from the business on Saturday April 27 for $500. His credit card was charged.The delivery date was to May 1, 2024 and they did not deliver the issue.The consumer went back to store because they did not deliver when they were supposed to. The business said they would only refund $400.  They were keeping $100 for a restocking fee.  Consumer was not told of restocking fee and there is no sign posted in the business regarding this.

  Business response

  05/10/2024

  on Saturday April 27th, 2024, ************** purchased a washer using his credit card to pay 500 dollars. My employee explained that it would be a week before we could deliver due to the fact we were extremely busy with deliveries. He stated that this was fine. He was then rang out, the return policy is right on the counter top where he checked out. On Sunday April 28th, he returned to the store asking if he could change his mind and pick a different washer. I said, sure we can do that for you since the unit is still sitting in our store. He picked out a different washer and we did an even exchange. I asked if he wished to schedule delivery and he said that he did not have his pocket calendar with him so he would call me to schedule for the following week. On Thursday May 2nd, ************** returns to the store and tells my employee that he wants a full refund because he bought one some place else. She tells him that I am in the back and he needs to speak to me about this.  I explain that the return policy states that there is a restocking fee of 100 dollars. He says that he never knew that and it was not printed on his receipt so he did not feel he should have to pay it. I then agree that I will waive the restocking fee for him since I did not explain it at the time of sale. I state that I will refund him the 500 dollars minus the 4% fee that the credit card company will charge me for the processing fee of the return. He then becomes angry and says never-mind, I will call the government about this and storms out the door. I try to please my customers, I am a new business and very happy to help people out. I am still willing to refund Mr. ****** credit card minus the processing fee that I will be charged. The return policy plainly states this. 

  Thank you,

  ***************************

  Your Home Outlet

   

  Customer response

  05/28/2024

  [[BBB transcription via phone call]]

   

  The consumer stated they will accept the offer of $480.00 being refunded to them. Please advise of the next steps. 

  Business response

  05/28/2024

  I will be happy to process a return of ****** as I had stated originally to ************** when he requested a return. ************** will need to call my business at

  (************ ) and set up an appointment to meet with me to process the return, he will need to bring the credit card he used to make the original

  purchase.

   

  Thank you,

  ***************************

  Customer response

  06/06/2024

  [[BBB transcription via phone call]]

   

  Consumer stated the business has contacted them and the matter can be closed as resolved. 

*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. ↩