I puchased a bedroom set online to the tune of $3,500 and when it arrived flawed and damaged my true dilemma began to unfold.
When the very first piece was unpacked, it exhibited damage. The moving guys said they could not take it back so I immediately called the seller (in this case KelleyFurniture.com) who was very vague as to what the procedure should be for damaged items. At no point in time did they state that I should refuse it nor did they offer any other course of action, but to be sure to note any damages on the bill of lading. I did that, as well as take photos, all while the delivery men were still here setting it up so they could observe the damages as well. There were no damages to the cartons from shipping or those would have been photo'd as well.
In attempt to appeal to the ethical side of the company, I contacted them again by email the following day to see if they would rectify the situation. My proposal was one where out of the 9 pieces I ordered, I would settle for a complete exchange of three pieces. The armoire to (or top and bottom as they were not separate purchases), the bed and the bureau. After several email exchanges, they offered to replace two drawers in the bureau (flawed in that there is a 1/4" gap between the drawer and the surrounding wood - in other words - drawers do not close flush), the bed (one leg split 12" long and various MISSING chunks of wood - NOT scuffs - chunks missing!) and the armoire top (one scrape, wood split on the inside, obviously shipped that way from the factory, and flaws on one front door where the wood is all split in assembly). After several email exchanges (one where they even acknowledged flaws), they ultimately offered to change out the drawers (unacceptable as the stains might not match up and how much mailing would we have to do back and forth to get it right, plus the potential of damaging the drawers as there is no way to remove them simply or without damage to them), the footboard of the bed, and the armoire top. But they wanted me to pack it all up alone in the original cartons, knowing I had paid extra for debris removal by the moving guys and would not have those cartons (plus they were destroyed in the unpacking process), and ship them back to them. If they did not send the replacement items I would be out an entire bedroom set plus $3,500. It was just too precarious of a situation. Also, I explained my serious health issues, extreme rural living and no way to do this alone.
In fact, in one of their email they even stated they admitted to the furniture having flaws.in essence, admitting they knowingly sent below standard furniture.
As I paid thru PayPal (yet another can of worms), there was no recourse after 45 days and I had exceeded that just in awaiting the arrival of the items. My bank offered no recourse as it was an immediate debit transfer, which also left out VISA.
I have filed with the State Attorney General's Office and the Internet Fraud Commission and am awaiting word from them.
I paid for quality furniture in perfect condition and what I received was a set of flawed and damaged items. I waited 20 years to own a nice bedroom set and thought I had shopped and chosen carefully only to find myself in this situation.
0 comments