ComplaintsforBest Direct Outlet

• Initial Complaint

  02/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I ordered a bedroom set from these people, note, it was delivered while I was out of town. I have damage to the footboard of the bed frame and they refuse to replace it due to there being no damage reported on the shipping documents and the damage not being reported within 3 days of delivery. How am I supposed to report damage that Im not there to see? It took them a week and MULTIPLE attempts of contact to even get back to me. If it takes them a week to respond, how will anyone even be able to report damage within 3 days? Awful customer service and for the insane price I paid, I demand a replacement.

• Initial Complaint

  04/27/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Very unprofessional company. Do not trust them with your money, I placed an order with them 3 weeks ago, no item, they refuse to process a refund even though I got a text message (also unprofessional) 2 days after my order of them trying to offer me a completely different itemwhybecause they didn't have what I ordered in stock and instead of that information being available up front on their website prior to my order, they TEXT me. So you don't have the item AND you think you're not giving the money back. They have been avoiding communication and rectifying this issue altogether. Do NOT order anything from these people. They avoid calls, if i have talked to someone they will hang up you, and now i've gotten threatening texts and calls to take down a ****** review.

  Business response

  05/07/2023

  Customer placed an order using third party payment options. We shipped bed to customer. However,  customer refused delivery. We will not refund. Instead we will issue a store credit. Thanks

  tracking number# ************

  freight company; YRC freight

  Customer response

  05/08/2023

   
  Complaint: 19987011
  
  I am rejecting this response because: according to merchants website the item was available. No where did it indicate PRIOR to purchase that they did not have it in stock. Their website also claims to provide 2-6 day shipping. Their website also claims to do price matching. None of the above came to be true. The item was not in stock when I made the order on 4/5/23 and I wasn't told that until 4/7/23 in which they told me their manufacturer wouldn't have it in stock until 4/25 and AFTER I told them to cancel the order and process the refund. The first lie they told was that they "couldn't do the refund because I used Afterpay". Which I attached proof of. I spoke with Afterpay and they said the merchant IS the one who has to initiate the refund. Once I tried contacting that regarding that information then either they wouldn't respond at all or they would ignore my calls and/or hang up on me. That is false advertisement if you show a product available on your site and offer 2-6 day shipping but the only way for me to know you don't have the product is AFTER I make the order, then you don't have the item and you can't honor your own shipping policy and I'm not obligated to wait until your manufacturer gets it in that doesn't have anything to do with me and that information should be available prior to purchase not after. I also informed the so called owner that because of the text message I received that they did not have the item and to refund the order that I had moved on and purchased the bed elsewhere also for $500 cheaper, even though they claim price matching that's false too, they don't do that either. I have purchased the exact same bed, same brand, size and all for $1300 versus their inflated $1800 option and received it in the time this situation has been going on. Even though I and Afterpay have informed the merchant countless times since the order to cancel it they avoided communication with us both and were still trying to ship an item to me WEEKS after the order was placed once their manufacturer got it. I did not agree to this, I did not accept waiting until they got it in because YOUR site said you had it available NOT that it would be available on the 25th, I did not agree or accept that. So after the unprofessionalism, the lies, a falsified email saying that the item was delivered to me which I also attached, proof of a threat from the owner to take down my ****** review, I would never accept any products from this company. I also never received said item even though the email says it was delivered and that I reported damage on it. I never received the item therefore there was no way I reported damage on it. That means it's already damaged but that doesn't surprise me I wouldn't expect quality items from such a company. I would never accept a store credit because I would never do business with them, I have never experienced something so unprofessional and falsified information from the website, to the emails, to the owner and policies. Nothing was honored as they present themselves. If they can show proof they shipped an item to me within 2-6 days of my order which is their policy, or somewhere or their site that gives a customer up front information that the item was out of stock, but they can't and it doesn't. I'm not obligated into a sale of any time frame under false pretenses.
  
  Sincerely,
  
  Aleasesa ******

  Business response

  05/08/2023

  Our policy is a NO refund policy. I do apologize since it seems you don't understand. We shipped the bed you ordered, and you refused the shipment. We will not be honoring a refund. We have given you a store credit. Please don't forget to update your ******** review and let your 32 friends know that the bed was shipped, but your refused order, and still have to pay. Thank you.

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