ComplaintsforVon Furniture Enterprises

• Initial Complaint

  07/06/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  We placed an order on 11/30/2021 for a dining room and living room set (Order #XXXXXXXX). We paid 50% up front and the other 50% in March of 2022 both by check. The delivery was made on April 26, 2022. We were provided 3 sections of couch (only 2 of which fit together), 2 coffee tables (we only ordered 1), one end table with only 2 legs (2 missing), a stained living room chair cushion, a dining room table with a significant scrape that wore off the edge of the table, no china cabinet and a dining room arm chair with several scratches. Later that day, we were asked to put the second coffee table outside on the front porch for the driver to pick up on his way back from Sarasota. On May 31, 2022, new delivery guys came with the replacement cushion for the living room chair, a new couch with the correct 3 sections, a yellow dining room table and yellow china cabinet which did not match the "cherry oak" set we ordered or match the chairs that we had previously received (see attached picture of cherry oak chair next to yellow table). John Vondrashek, the owner, said we could trade the chairs out to match the new yellow table and yellow china cabinet and stated the color difference on the dining room sets was due to the new batch having a different dye. We did not order a yellow dining room set and their website for this item is not yellow either. Lindsay, the owner's wife, said that they would take the dining room set back and give us a refund. We've been patient throughout this whole process with the multiple deliveries (missing work for all of them) including allowing the damaged original dining room table to be stored at our house for over a month. We received "partial" refund check for the dining room set with $1400 delivery fee deduction and were told the business had been sold so we better cash the check. We cashed the check but we should not have been charged for delivery considering they never brought us what we ordered. We want $1400 refund.

  Business response

  09/07/2022

  Business Response /* (1000, 5, 2022/07/18) */ Customer ordered furniture on 11-30-21. We received half down on 12-9-21. We received the other half on 3-16-22. All the furniture was checked for damage and defects before shipping on 4-23-22. Customer received all furniture except China cabinet on 4-26-22. Customer had already been informed that the shipper didn't have room on his truck for the China cabinet and that it would be shipped separately. Customer signed that they received all the furniture in good order on X-XX-XX except China cabinet which was being shipped separately. Please see copy of signed delivery receipt. After receiving the furniture in good order, the customer damaged their $3000 table by dragging the box on the ground which burned a hole all the way through the protective cardboard, plastic, and Styrofoam and thereby causing a big scrape on the corner of the table. The customer also got a chair cushion dirty with their dirty fingers while removing the protective shrink-wrap off the chair. The customer also informed us that they could not figure out how to put their 3-piece sectional sofa together. The customer also informed us that they got an extra coffee table box and were missing an end table leg box when they were unloading their order with the shipper. Apparently, the customer and the shipper got the coffee table box confused with the end table leg box at time of delivery. Even though the customer damaged their $3000 dining table, and we were not responsible for it, we informed the customer that we would get them a new table and switch it out when the China cabinet was delivered. All of these issues which were caused by the customer's negligence have all been taken care of as admitted to by the customer in their own complaint. Even the end table leg box which the customer failed to mention was taken care of. The end table leg box was shipped to the customer by FedEx on 6-6-22 after we finally received the box back from the shipper. Please see the FedEx receipt with the tracking number. Total shipping costs that we had to pay for this customer were $3500. Customer was only charged $1400 as per our policies. The customer wanted to return the complete dining room set which was half their order because they did not like the color. Even though the customer returned half their order, they were only charged $1400 which is more than fair since half the delivery charges would have been $1750. The customer was also still allowed to keep the $1534 discount on the rest of the furniture even though they broke the original deal by returning half the furniture. Customer agreed to our policies when they originally ordered the furniture on 11-30-21. The customer was also emailed a copy of our policies on 4-24-22, 4-19-22, 4-16-22, 4-15-22, 4-11-22, 3-16-22, 3-11-22, 3-9-22, 3-7-22, 1-26-22, 12-9-21, 12-7-21, and 12-1-21. Customer has read and responded to all of these emails. Our policies are available to read by everyone 24/7/365 on every page of our website. Our policies clearly state that, "All Sales are Subject to Our Policies and Procedures." Our policies also clearly state, "All damage or defects must be noted at the time of delivery!" Customer never noted any damage or defects at the time of delivery. Please see copy of signed delivery receipt. Our policies also clearly state, "Dallas Designer Furniture offers a 10-day return policy to customers outside of our Dallas / Fort Worth Metroplex. * If within ten days of delivery or pickup you are not completely satisfied with the color, comfort, or quality of your order, we will allow you to return your order to our warehouse for a refund less all actual delivery costs Dallas Designer Furniture has incurred delivering your furniture. The return of the furniture is the sole responsibility and cost of the customer. Only returns in the original packaging and in brand new, unused condition can be accepted. Refunds less all delivery costs will be issued once the furniture is received back to our facility and inspected. Please notify us immediately if your intent is to return your order." Customer wanted to return the furniture because they did not like the color. The policies clearly state that customers are allowed to return the merchandise because of color, but that they will be responsible for all delivery costs for that furniture. Customer also failed to return any of the furniture in the original packaging and in brand new, unused condition. We still accepted the furniture back anyway. Other furniture dealers charge an industry standard 20% restocking fee in addition to the actual delivery charges. We do not charge that. Our policies are more than fair, and we have done everything we can to accommodate this customer. In conclusion, all concerns have been remedied and all refunds have been given. There is nothing further we can do for this customer. Thank you for your time in this matter. Consumer Response /* (3000, 7, 2022/07/22) */ (The consumer indicated he/she DID NOT accept the response from the business.) On a phone call with Lindsey of Dallas Designer Furniture (DDF) prior to their delivery person leaving on 4/26/2022, the following items were discussed: China cabinet missing. DDF - sorry it is still in our warehouse, we loaded everything real late and must have missed it. The dining table was removed from the truck by DDF driver. My husband assisted him in bringing it into the house. Driver and husband removed it from the box and discovered the damage (see picture of damaged box). Driver told DDF it was damaged, we sent DDF pictures and DDF said they would send a new table. Chair cushion was dirty when we received it, picture sent, and DDF replaced it free of charge. Driver verified the 3-piece couch didn't go together (see picture of original couch which did not line up). DDF later stated the couch is built as a 3-piece set that can't be interchanged. DDF replaced the entire couch free of charge. We didn't know about the 2 coffee tables until the driver left. We called DDF and told them about the 2 tables and missing legs. DDF stated the legs were dropped off at the first stop and that's why we had the extra table and missing legs. DDF asked if the driver could pick it up on his way back and they would send us the missing legs. Events of the second delivery on 5/31/2022 are listed below: DDF provided driver and an extra person to load and unload the furniture. All new furniture was unloaded - couch, dining table, and china cabinet. Dining table and china cabinet were a completely different color from the chairs and damaged table (see attached picture). Driver and helper verified; pictures were sent to DDF. DDF stated the manufacture changed the color and they could send us new chairs. We wanted the original color that was first sent which resembled the advertised color and not a lighter color. DDF said "we are going to pick up the entire dinning set and give you a refund". When the refund came in it had a $1,400.00 deduction for delivery fee. With the above events, what right did DDF have to deduct the money? We didn't return the furniture, they volunteered to come pick it up and provide a refund. DDF never mentioned a word about a delivery fee deduct. DDF's policy is irrelevant as they, at their own expense, sent a truck and removed the furniture (all unpackaged) based on their statement of picking up the furniture and issuing a refund. Again, this was not a return, it was a refund issued by DDF. We are still of the opinion that DDF owes us $1,400.00 for a refund on the furniture they voluntarily sent a truck to our house and took back based on their admitted mistakes. Thank you for assisting us with on this matter. Business Response /* (4000, 9, 2022/08/02) */ Most of the customers concerns have already been addressed in the first response, but we will reiterate. All the furniture was checked for damage and defects before shipping on 4-23-22. Customer received all furniture except China cabinet on 4-26-22. Customer had already been informed that the shipper didn't have room on his truck for the China cabinet and that it would be shipped separately. Customer signed that they received all the furniture in good order on X-XX-XX except China cabinet which was being shipped separately. Please see copy of signed delivery receipt. After receiving the furniture in good order, the customer damaged their $3000 table by dragging the box on the ground which burned a hole all the way through the protective cardboard, plastic, and Styrofoam and thereby causing a big scrape on the corner of the table. The customer also got a chair cushion dirty with their dirty fingers while removing the protective shrink-wrap off the chair. The customer also informed us that they could not figure out how to put their 3-piece sectional sofa together. The customer also informed us that they got an extra coffee table box and were missing an end table leg box when they were unloading their order with the shipper. Apparently, the customer and the shipper got the coffee table box confused with the end table leg box at time of delivery. Even though the customer damaged their $3000 dining table, and we were not responsible for it, we informed the customer that we would get them a new table and switch it out when the China cabinet was delivered. All of these issues which were caused by the customer's negligence have all been taken care of as admitted to by the customer in their own complaint. Customer has refused to take any responsibility for anything. They think they are entitled to do whatever they want and expect everyone else to be responsible for it. On both deliveries, the customer held up the delivery drivers for several hours as if they paid for white glove service, which they did not. Our policies clearly state that drivers typically travel alone and are not responsible for assembling their furniture. All drivers have to travel hundreds of miles per day and make multiple stops. The customer selfishly made both shippers help them unbox and assemble furniture which is not the shippers responsibility. The customer refused to sign the delivery receipts until they stayed there for several hours each time while having to help the customer. The customer clearly doesn't care about the policies of companies they purchase from and think they are entitled to take advantage of anyone they choose. Shipping costs are very expensive especially when furniture is coming from Texas to Florida. All colors of the furniture are determined by the manufacturer and not our company. We have gone above and beyond for this customer as admitted by the customer in their own words. We even tried to switch out some pieces because the customer was being unreasonable about the color of the furniture. The customer admits that we tried to switch chairs out, but the customer refused. The customer told us that they wanted to return the furniture for a refund because they did not like the color so that's what was done. Buying furniture off a website on the internet isn't for everyone especially when color issues are important. The customer should only buy locally going forward and only buy furniture that they have personally seen with their own eyes in a local store before getting delivery. There is nothing else that we can do for this customer that has not already been done. Our policies are in place for a reason just like all furniture companies have policies to protect themselves from customers like this. Most companies charge a 20% restocking fee in addition to all shipping costs on returns. Our return policies are the most reasonable in the industry. This customer has taken advantage of both shippers and our company. We have already done more for this customer than we should have. Total shipping costs for this customer were $3500 and the customer was only charged $1400 of it even though they returned half the furniture. We wish the customer all the best in all their future furniture purchases at a local store in Florida. Thank you for your time in this matter.

• Initial Complaint

  04/27/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered a living room on line from Von Furniture I made my payment however after days of check being cleared Lindsey who is the owner never contacted me. I called and texted her she did not reply. When she finally did she was very rude and unprofessional . She was telling me that she handled many calls daily that i should wait. She stated that if " I am the queen of England". After being pissed i told her that i want to cancel to return my money. She stated " about i keep your money and you dont get no furniture". This Lindsey is very dishonest and people needs to know so they dont order from this business. Then she texted me stating that when i cool off her driver will contact me for delivery date. I asked her for a refund she said all sales are final go ahead and sue me. She said before if I dont like the furniture I have 14 days to return. Now she wants me to wait for the driver she sent me his cell's that happen not working. She is a crook. I dont even know that I am going to get the furniture.

  Business response

  06/06/2022

  Business Response /* (1000, 5, 2022/04/28) */ Contact Name and Title: Lindsay V*********, Owner Contact Phone: ********** Contact Email: ************************ The customer ordered a living room set on April 4, 2022. The customer mailed a personal check for the sales order and it was received on April 18, 2022. The customer's order was picked up by RBS Moving on April 24, 2022. The furniture is currently enroute to Florida to the customer's residence. The customer called on Monday, April 25, 2022 at 3:24 PM and her call was sent to voicemail as all other lines were occupied with other callers. The customer received a text message that she would be called back at the next available opportunity. The customer was called back at 3:31 PM. The customer was irate that her call was not answered. The customer stated that her call is more important than all other calls and other customers' calls should have immediately been disconnected for her. When called back, the customer was very abusive, used profanity, insults, and many vulgar things were said by her over the missed phone call. The customer's conversation was cut short because of the abusive language and she was sent a message that abuse, vulgarity, and profanity were not going to be tolerated by Von Furniture and employees, including hired delivery teams, and the customer was asked to only communicate via documented emails moving forward. The delivery team has reached out to the customer and is planning to deliver her furniture the week of May 1st. The customer has confirmed this with the delivery team via a phone call and has the delivery driver's direct number. She has also been informed that she is welcome to refuse and return the furniture per our policies. We have had ample communication with this customer, have been responsive to all her many calls, text messages, and emails. She has never been ignored. We have gone above and beyond to ensure a timely delivery across the country. We do our best to answer all calls day and night, but call volume can get heavy on rare occasions. All calls are always returned same day in the event of a missed call. We will not tolerate verbal abuse and threats. A missed call is certainly not an excuse to curse, yell, threaten, chastise, and manipulate. Consumer Response /* (3000, 7, 2022/04/29) */ (The consumer indicated he/she DID NOT accept the response from the business.) She is just a liar previous complaints prove it I just regret that i did not use my credit card by now i would have had a full refund. I dont want to deal with people like that. Thats why her store is closed in the first place. I just hope i get the right furniture for that much money. i helped you you did not help me. I can use other businesses. Business Response /* (4000, 9, 2022/05/03) */ Our delivery men have attempted to deliver the furniture to the customer. So far, two delivery appointments have been confirmed with the customer and the customer has canceled. This is no fault of Von Furniture or RBS Moving. We have been very accommodating and RBS has gone above and beyond to handle this customer, her abuse, her cancelations, and her lack of respect for the time, energy, and expense that is being put into her order. The customer has been given the option of returning her furniture per our policies and refuses that as well. She continues to string along the delivery men and cause delays. Her false public statements on this forum have been turned over to our attorney for review. Stating she has not been contacted when her payment arrived is a lie. Stating she has not had communication is a lie. Stating she was not given communication about policies and procedures is a lie. Stating her calls and communication were ignored was a lie. Stating we threatened to steal her money is a lie. Stating we are closed is a lie. This customer has been verbally abusive, rude, inconsiderate, and very difficult to work with, but we have stayed the course. The delivery men have transported her furniture across the country and now are holding at our expense while the customer continues to cancel and re-schedule her delivery appointments. The customer has been informed this holding cannot continue past Wednesday, May 4, 2022. The furniture was scheduled for delivery Saturday, April 30, 2022 as she was promised delivery by the end of the month. The customer canceled and re-scheduled for Monday, May 2, 2022. She canceled that appointment. Now, she has a third and last attempt to deliver this furniture on Wednesday, May 4, 2022.

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