ComplaintsforDallas Designer Furniture

• Initial Complaint

  06/27/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 6/2/23 I called Dallas Designer Furniture and spoke with ******* and purchased and paid for the ******* ***** ****** bed advertised on their website. My credit card was charged $3.272.00 for the bed and $195.00 for delivery, a total of $3,469.00 on that day. On June 12, 2023 *********************** Cell Number: ************ delivered the bed. asked ***** to open the boxes and he asked me for a box cutter and I gave him one. Once he opened the box of the rails, they were packed tight and there was no way to inspect to see if they were all in one piece because he did not take them out one by one. He left all rails in the box. ***** then proceeded to open the box that contained the footboard. I noticed the footboard was a different color than the bed I had ordered and, and what was on the website. Dallas Designer Furniture has taken my money, pulled a BAIT AND SWITCH on me when I ordered a bed from their website. Additionally. This bed they sent to me is defective it had gathers at each side of the headboard where faux leather meets the solid part of the headboard.When I spoke with **** about this, he stated that I should have noted this at the time of delivery. Meaning I was out of luck telling him about the next day.Dallas Designer Furniture sent me a bed of a different color and the headboard is the same color as the bed, a burnt orange color (a different color than what I ordered from their website). Although the bed they sent me looks similar to the one I ordered from their website, it is not the same bed or color. The bed I received looks VERY, VERY CHEAPLY MADE. It looks burnt orange not light gold.I complained to Dallas Designer Furniture in an email on June 13 and they said I should use their return policy. I never saw a return policy nor did ******* mention one when she was running my credit card to pay for the bed. I have asked **** from Dallas Designer Furniture to provide to me a full refund as soon as possible and pick up their bed. I don't feel I have to pay for shipping again when they sold me something that is different looking than what I originally purchased, and what is on their website. THIS IS A CLASSIC BAIT AND SWITCH!**** from Dallas Designer Furniture remains adamant that this is the same bed from the website but it is not. I sent texts and emails to them explaining this bed is similar to what I ordered (*******) but is not the same bed. In addition, the bed is defective; **** from Dallas Designer Furniture said I had to note those imperfections at the time of delivery. I never saw those gathers until June 13. ***** did not remove the headboard fully from the box nor the rails, they may be damaged also. I have not seen the back of the headboard because ***** never let me see. They are refusing to refund my money and pick up the bed as I requested the same day. I checked on shipping costs to return the bed and was informed it would be around $1,000.00. I dont have that amount of money and I dont feel I should have to ship the bed back when Dallas Designer Furniture did not send me the right merchandise initially.

  Business response

  06/27/2023

  We are sorry to hear our customer was not completely satisfied with her purchase. **************** is our number one priority!

  The customer placed her order over the phone on June 2, 2023. A confirmation email regarding the new order was sent on June 2, 2023 for review and a link to our polices. See Attachment A. The customer received delivery on June 12, 2023. When the furniture left with our delivery driver, another email was sent. See Attachment B. All emails and correspondence contained links to our Policies. Our Policies are also linked on every page of our online store. Our return policy states: "Dallas Designer Furniture offers a 10-day return policy to customers outside of our Dallas / ********** Metroplex.*  If within ten days of delivery or pickup you are not completely satisfied with the color, comfort, or quality of your order, we will allow you to return your order to our warehouse for a refund less all actual delivery costs Dallas Designer Furniture has incurred delivering your furniture. The return of the furniture is the sole responsibility and cost of the customer.  Only returns in the original packaging and in brand new, unused condition can be accepted.  Refunds less all delivery costs will be issued once the furniture is received back to our facility and inspected.  Please notify us immediately if your intent is to return your order."   

  The customer received exactly what she ordered. There are no opportunities for "bait and switch". We only use the manufacturer's stock photos, model numbers, and product descriptions. When any customer places an order, those items are picked up directly from the manufacturer's distribution center brand new in factory packaging.

  The boxes and packaging were removed and inspected at the time of delivery with the customer and no damage or product problem were found. 

  We received an email from the customer on June 13, 2023 with demands for a full refund. We responded with requests for pictures of the problems. We received back 2 more threatening emails with no pictures. Again, requests were made for pictures of the issues. We received nothing. 

  We advised the customer we are happy for her to return the bed if she was not satisfied, but a full refund was not going to be issued without first receiving the furniture back to our warehouse. 

  We heard nothing further from the customer until today and this notification which is received 15 days after her delivery. 

  The customer can return the bed per our policies. 

  Customer response

  06/29/2023

  I am rejecting this response because:   I dont agree with Dallas Designer Furnitures response:  Dallas Designer Furniture, owner *************************************** sent me a different bed than what I ordered. It should be their responsibility to pick up this bed. Additionally, this bed is defective,not the color advertised on their website.
  ***** the delivery driver did not open the box fully so that I could examine the bed but I did see the color and the difference in the top and bottom portion of the bed enough to notice it was not the same as advertised.
  Also, I did not send any threatening emails to Dallas Designer Furniture. I have the emails I sent to them to prove it.  I simply asked for a refund and for them to pick up this bed since the bed I received was different from what was on the website and defective. I paid $195.00 for shipping but was informed it would be $1,000.00 to ship the bed back to Dallas Designer Furniture. Their return policy is not fair and the reason they have not heard from me is because I was looking for vendors to ship the bed back and all were extremely a high price and I am looking at other means to get my money back and will continue to explore other means since they are not willing to provide a refund and pick up the bed. This company did a bait and switch on me. Everyone that I have showed this bed to said it was cheaply made and not as advertised. So, it is their responsibility to pick up this bed and provide a refund to me. I am still requesting the Dallas Designer Furniture pick up their defective bed and provide to me a full refund which I have not received as of yet.

  Business response

  07/31/2023

  As of August 1, 2023, 50 days after delivery, we still have not received pictures or communication from the customer. Nor have we received the ******************** back at our warehouse. 

  Our delivery driver and the customer opened all boxes and inspected the furniture at the time of delivery and no damage or defects were found. 

  The customer received exactly what she ordered. 

  The customer was sent our policies and procedures multiple times and they are posted on every page of our online catalog and website. If the customer did not agree and felt our policies were not fair, she should have not have agreed to enter into a transaction. We follow industry standard policies. We are always glad to offer clarification and answer questions prior to a purchase.

  We will not be issuing a refund and allowing the customer to keep the ********************. That would be considered theft. 

  The customer was quoted a return delivery fee from a third party delivery service and not Dallas Designer Furniture. 

  The customer is welcome to return the ******************** back to our warehouse per our policies for a refund. 

  Customer response

  07/31/2023

  I am rejecting this response because:   As of today, July 31,2023,
  I am still waiting for Dallas Designer Furniture to come and pick up their damaged and defective bed that they delivered to me. Their delivery guy took pictures and sent to them when he opened the boxes. In addition to being defective, this bed is not what I ordered. So it is their responsibility to come and pick up the furniture.
  The delivery guy did not inspect the furniture and he only opened the boxes part of the way, not all the way. This furniture is still in the boxes the way the delivery driver left it.
  I, ***********************, the customer, did not receive what I ordered.The bed is different than what I ordered and it is defective.  I am still waiting for Dallas Designer Furniture to pick up their bed and provide to me a full refund.
  I am not trying to keep the furniture and get a refund too.I am trying to get Dallas Designer Furniture to pick up this hideous, burnt orange bed that is defective and THEN provide me a refund.  If Dallas Designer Furniture would have informed me they would send me a defective burnt orange bed and I have never ordered it but they pulled a BAIT AND SWITCH ON ME which is illegal! They had one color on the website and sent me a totally different color and totally different bed. It looks similar, but it is not the same bed. Who is this world sleeps in a BURNT ORANGE BED. THAT IS A RECIPE FOR NIGHTMARES!

  Customer response

  09/12/2023

  The vendor has not contacted me nor provided to me a refund or contacted me to come and pick up their defective bed. I had to file a complaint with my credit card company. At this point, I still have the defective bed in the boxes it came in. The vendor can pick it up at any time.

  Business response

  09/25/2023

  As of September 25, 2023, 106 days after delivery, we still have not received pictures or communication from the customer. Nor have we received the ******************** back at our warehouse. Per our other responses, the customer is welcome to return the ******************** back to our warehouse per our policies for a refund. 
  

  The customer received exactly what she ordered. There are no opportunities for "bait and switch". We only use the manufacturer's stock photos, model numbers, and product descriptions. When any customer places an order, those items are picked up directly from the manufacturer's distribution center brand new in factory packaging.
  
  Our delivery driver and the customer opened all boxes and inspected the furniture at the time of delivery and no damage or defects were found. 

  The customer was sent our policies and procedures multiple times and they are posted on every page of our online catalog and website. If the customer did not agree and felt our policies were not fair, she should have not have agreed to enter into a transaction. We follow industry standard policies. We are always glad to offer clarification and answer questions prior to a purchase.

  We will not be issuing a refund and allowing the customer to keep the ********************. That would be considered theft. 

  Customer response

  09/25/2023

  I am rejecting this response because:   I will not keep going back and forth with Dallas Designer Furniture. They can come and pick up the bed that I did not order. The did a bait and switch on me when I ordered the bed and they sent me another bed. Dallas Designer Furniture sent me a bed of a different color and the headboard is the same color as the bed, a burnt orange color (a different color than what I ordered from their website). Although the bed they sent me looks similar to the one I ordered from their website, it is not the same bed or color. The bed I received looks VERY, VERY CHEAPLY MADE.
  The top portion of the bed that looks like metallic on the website is the same color of the faux leather on the bed (a very dark burnt orange gold); There is no contrast. The colors are the same on the top portion and bottom portion (the faux leather) on the bed I received.
  
  In the picture on their website, the metallic and the faux leather are two different colors and the faux leather looks like a light gold. Even their websites description of the bed stated light gold.  Even the bed on the box it came in have two different colors of the bed and headboard. It does looks like a solid color (some type of gray) on the top of the headboard from the picture on the box. This is not a light gold bed (it is burnt orange). I have not stolen anything from them. Their bed is in a safe place and I have not put it up. When they want to come and get it they are welcome to at anytime but I am not going to wait all year for them to come and pick it up. I am still waiting for them to pick up the bed. This bed is not the same bed that I I ordered and even if the manufacturer sent them a stock photo they should have used the actual photo of an actual bed they are selling. Not a photo of something that is different than what they are actually selling and that they sold me.

  Business response

  09/26/2023

  Per our other responses, the customer is welcome to return the ******************** back to our warehouse per our policies for a refund.   
  
  The customer was sent our policies and procedures multiple times and they are posted on every page of our online catalog and website. If the customer did not agree and felt our policies were not fair, she should not have agreed to enter into a transaction. We follow industry-standard policies. We are always glad to offer clarification and answer questions prior to a purchase.

  Customer response

  09/26/2023

  I am rejecting this response because:   Dallas Designer Furniture never provided to me a refund and never picked up the damaged bed. UPDATE: My credit card that I used to charge the bed, the company has provided to me a refund. This is the email that I sent to ****, the owner of Dallas Designer Furniture on 9/26/2023:

  Hello ****
  
  I am writing to let you know that I no longer am requesting a refund from Dallas Designer furniture for the bed that I ordered, and you sent me another one (a burnt orange one that I would not have ordered).
  I filed a complaint with my credit card company and explained the situation and showed them pictures and they agreed with me. Dallas Designer Furniture did not send me the bed that I ordered from your website.
  Therefore, after a thorough investigation, my credit card company has refunded back to me the full amount charged to Dallas Designer Furniture for the ***** ****** bed and put it back on my credit card.
  I am writing to let you know to come and pick up your bed. If I dont hear from you about scheduling a time to pick up your bed within 30 days, I will not be responsible for what happens if anything to the bed and will take it as a fact that you are not coming to get the bed. Take Care.
  Have a nice day.
  
  ***********************
  

  Important: *********** still has not contacted me to pick up the bed.

   

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