I had put a Black Ostrich feather jacket on layaway with furoutlet.com. After making almost all of my payments, I noticed that my layaway account showed I still owed the full amount. I contacted the furoutlet.com via email on several occasions before calling them on September 22. I was told that my account was being looked into and was asked that I fax you documents showing that I have completely paid for my layaway (the documents actually show that I have overpaid.). I faxed them immediately. I was also told that I would be contacted within 24 hours. After 2 weeks and still no response, I called them once again on October 3rd. I was told that I would hear back from someone by the end of business day. Once again, I never heard back from them.
My concern began to grow as I began to read complaints online from other clients due to the similar thing being done to them. Shame on me for not doing my research before hand. Since I didn't hear back as promised, (and continued to give them the benefit of a doubt) I called again on October 5th and was told the same thing and that I would be contacted by end of business day via email or by phone. That did not happen either. After leaving a couple of voicemails and sending an email on their website site form and to their email, informing them that I expected a refund of my overpayment amount of $64.25 as well as my jacket immediately.
I also told them that if I did not hear back from them before 4pm EST October 6, I would be contacting Bank of America, Google and the BBB and any other complaint site I could find and share all the documentation and emails that I have maintained as well as reporting their company as fraudulent. Within minutes I received an email that there accounting was looking into it. I also received a call the next day from Helen telling me that they were trying to locate the checks I sent. I informed her that all of my payments were sent through Bank of America and Google.
After having to fight with this company to show them that I overpaid for the jacket (they stated I still owed them money) and finally getting a refund for overpayment on October 17, I emailed them and asked them when I would receive my jacket. I truly thought the nightmare was over until they emailed me back and stated that I will not receive the BLACK jacket I put in layaway and had completely paid for - UNLESS I paid more than what I originally bought it for???
Furoutlet.com response: (cut and pasted exactly from the email)
"We are waiting to receive the black feather material. The price for the black feather has increased. We can offer the black and white, salmon, or navy blue for the price you paid. Kindly advise."
When I saw this email I almost fell off my chair. I purchased the BLACK jacket through layaway and no where did it say that the price would increase. I had actually overpaid them for the jacket and not once during those discussions did they tell me that I would owe them more for the jacket. Regardless if they had told me, it still would be fraud.
This truly is the WORST experience I have ever had with an online purchase. I noticed on several complaint boards that they have done this to other customers.
I informed them that If I did not receive a date of delivery of what I ordered by end of business, I would be contacting the BBB, Bank of America, the Attorney General, Google and any online complaint forum I could find. They are providing false advertising as well as taking customers money and not providing what was paid for.
Furoutlet.com response to me (cut and pasted exactly from the email)
"As stated on each page of our furs Please note that the picture is a representation of the item you will be receiving. Each item is unique in color, and no two fur items are identical. Since the price of pelts varies, prices are subject to change without notice. Please read our return policy. Once payment for the layaway is completed, we proceed with manufacturing of the jacket. We are not false advertising. Price can vary according to purchase of fur material. We can offer a different color of the feather jacket. We are trying to work with you. If you have any further concerns, kindly let us know. Thank yo. The furoutlet.com
I do not understand how they think they are working with me. I patiently had to wait while they figured out I had actually overpaid them. Then I was promised time after time a quick response, but I had to keep calling back. I still haven't been told when I will receive my jacket!
I understand that feathers aren't always the same, BUT I specifically ordered black at the price they had listed. If I had wanted a different color I would have ordered a different color. The BLACK jacket I chose and paid for did not state that if the price of feathers increased, I would get a navy, salmon or a black and white one. Raising a price of a Layaway item is deceptive practice. If they can not supply what I ordered then they need to refund my entire amount. That means they don't get to justify taking a 20% restocking fee. AND what is this about the return policy??? I haven't even received the jacket to return.
So here I am following through with what I informed them I would do. I am currently in the process of filing a complaint with the Attorney Generals office of New Jersey. I have also filed with the BBB, the Internet Crime Complaint Center, The Federal Trade Commission, as well as posting this on any and all complaint sites I can find.
As of my last email to them, they have not responded.
My advice - DO NOT ever purchase from them. The price you save from purchasing from them is not worth the headache and fear they cause you to never EVER want to purchase anything online again!
Buyers beware!
And in case there is any doubt, I of course have all email communication.
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