ComplaintsforWicker Paradise, Ltd.

• Initial Complaint

  02/17/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  7/2/2022 I made an online order for outdoor patio cushions. Total amount $2,873.00.7/5/2022 I received an email to advise order cushions are running 14 weeks and would we like to cancel or wait. I responded and asked to Cancel the order 7/13/2022 The full amount was debited from my credit card 7/15/2022 they said it could not be cancelled. I requested the new eta. They said 14weeks from order placement. (ie Oct 7th) 10/10/2022 I emailed to chase the order.10/10/2022 they said ' if you wish to proceed it will ship in 4-6 weeks'10/10/2022 I asked if they are saying they cannot fulfill order? they said they could but not for another 4-6 weeks.I purchased elsewhere, not fully appreciating they had already fully debited my card and clearly not able / or unwilling to provide the product. I contacted them via email again today, 2/16/2023 requesting a full refund and they have emailed to advise they refuse to provide a credit and say 'only store credit'. Clearly a full refund is required since they were unable to provide any product in the first place and likelyhood of honoring any other purchase is unlikely.What can I do next? *************************** ************

  Business response

  02/17/2023

  We are very sorry the customer never responded to the numerous emails back and forth regarding the order. The customer stated in her original email after ordering and paying that she needed time to finalize her fabric choice. The order was never cancelled; we incurred charges for the purchase of the custom fabric and the processing costs. We have been more than gracious in allowing a  credit after 9 months. The processing cost are $140 and the cost for the fabric was $560. We stand ready to give the buyer a store 'credit for $2173.

  Customer response

  02/21/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  Business is suggesting we did not request to cancel the order. See attached copy of email correspondence where we specifically requested the order be cancelled on Friday July 15, 2022. Email was to *********************************  "Hi ***** *** we cancel this order? It looks like 14weeks is going to be too long to wait after all. Please confirm when the order is cancelled." Business did not cancel as we requested.   I appreciate the business has incurred costs and we would be willing to accept a refund of $2,173. A store credit is acceptable due to current dissatisfaction.   

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ***************************
  
  
  
  
   
  

  Business response

  02/22/2023

  Hello,

  If the customer posts on the ******************** her her complaint has been satisfied and also sends us an email to our business email that the check for $2173 satisfies her complaint, we will mail the check for

  that amount.

  Thank you

  Customer response

  02/22/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  ***************************
  
  
  
   
  
  

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