On June 8, I ordered replacement sofa and loveseat covers from CrateFurniture.com. On June 13, my debit card account was charged $727.35 for these covers.
In the middle of August, I telephoned Crate Furniture to find out the status of my order. My family was going to be on vacation at the end of August, and I wanted to make sure the covers were not delivered while we were away. I was told by the customer service representative that my covers would be held back and shipped out in early September.
Towards the end of September, I telephoned again to check on the status of my order. I was told at that time that the company was backlogged and that my covers should ship out in early October.
On or about October 2, I received an automated telephone call from CrateFurniture, advising me that, due to a plant shutdown, my order was STILL pending. I was told that if I wanted to cancel it, I should call back and leave a message that I wished to cancel the order. I did so. The next day, I received another automated telephone call from Crate Furniture, advising me that my order had been canceled, and that my account would be credited.
As of February 21, I still have not received my refund. I have telephoned on numerous occasions and left messages, asking for someone to return my calls. Each time, Crate Furniture replied with the same automated message, advising me that my account had been credited and that I should contact my bank. At one point, the message I received suggested I talk to my bank about an immediate chargeback. Unfortunately, my bank had a window of 90 days in which they could have assisted me in getting my money back; that time has long since passed.
I even filed a complaint with Virginia Better Business Bureau. They contacted CrateFurniture with my complaint. Their only response: "fabric on backorder." The BBB ultimately filed the case as unresolved.
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