ComplaintsforMM Casa Inc

• Initial Complaint

  06/20/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased three showers from casa inc through Lowes on 01/30/2024. Two of the showers were the same, and the third was different. The showers were installed the first week of March upon completion of the bathroom remodels. The third shower began to leak through the hot water valve on June the 9th. I contacted Casa inc via the phone and was told to send a receipt with all pertinent information. I sent an email containing pictures of the problem and a copy of the receipt on June 10th. I received an email stating that the part did not match the picture. I explained there were three items purchased. The item in question was towards the bottom of the receipt. I continued to get emails requesting the same information, and continue to send it. The item is shower faucet brushed nickle 1-handle with a value of $308.68 pus tax, transaction #: ******* ******. The bathroom is inoperable, and is causing great strain to our family. Can you help me resolve this issue, since casa inc continues to request the same information to no avail. No action has been taken by casa inc to solve the probllem to date.

  Business response

  06/21/2024

  Hello, 

  Thank you for contacting us regarding this matter. We greatly apologize to our customer for any inconvenience this may have caused. I've created an escalation to our processing department and we are carefully reviewing this matter. Please allow us ***** hours for an update on the resolution status. Thank you for contacting Casa Inc, have a great day.

  **********

  Customer Service Manager

  ************************************************************

• Initial Complaint

  11/28/2023

  Complaint Type:

  Order Issues

  Status:

  Unanswered

  More info

  I bought a gazebo from a national retailer. Im 90% complete with putting it together and realize Im missing parts. I reach out to the company to request parts. Its discovered that this National retailer was supposed to send me a gazebo from a company called gzmr, but instead sent me a gazebo from MM CASA INC. ok, no big deal. Seems to be similar. I dont care. I just want a working gazebo. **************** rep at ********************** keeps referring me to this gzmr company, despite the fact hes been sent images of the two boxes this MM CASAINC gazebo came in. GZMR doesnt have parts for a CASA gazebo. This should be simple! All I want is the parts Im missing.

• Initial Complaint

  08/01/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I placed an order for a 15ft outdoor patio umbrella on 7/24/23 and received a confirmation on 7/25/23 along with a ***** tracking number with a status of label created 7/25/23. By 7/27/23 there had been no updated tracking information and per ***** they had not received a package from the company yet. I emailed the company and received a generic response that said they had arranged for ***** to pick up the package on 7/26/23 and would ask them to update the logistics. Its now 8/1/23 and the tracking information still has the same information - label created 7/25/23, we will update when we receive the package. I have filed a dispute with PayPal requesting a refund because the payment did not go to MM Casa Inc, but rather someone named *******************. The company responded to my PayPal message stating that they shipped the package on 7/26/23 (Wednesday) then tried to tell me that ***** doesnt work on weekends so thats why tracking wasnt updated. They are asking me to wait until the package returns to the warehouse before they will issue my refund, but after 8 days, the package STILL hasnt been picked up so there is nothing to be returned to a warehouse because nothing ever left a warehouse. I just want my money refunded!

  Business response

  08/02/2023

  Hello,

  We sincerely apologize for this customer's experience. Unfortunately, the shipping for this item had a minor setback and was delayed. This is stated in our shipping disclaimer, we make it clear that these delays can occur. Which I've attached to these communications. We've been in contact with this customer every step of the way. Her item is already in transit with updated tracking information.

  Customer response

  08/02/2023

   
  Complaint: 20404811
  
  I am rejecting this response because: it is a lie. The company informed me, on 7/28/23, via email, that the package had already been shipped, and again, via PayPal, on 8/1/23 (where they stated that it was shipped on the evening of the 25th, that ***** picked it up on the 26th and shipping started on the 26th and 37th), and also stated that Currently, the product needs to be recalled to the warehouse as you need to refund and cancel the order.
  Please wait for the product to be recalled to the warehouse before a refund can be issued. 
  Later, on 8/1/23 I received an update from ***** (I had signed up for tracking updates when I received the initial tracking information), that stated that the package was tendered to ***** Ground and picked up for delivery on 8/1/23. 
  

  The shipping delays the company is referring to are on their part, not *****, and they repeatedly lied about the package already being in transit. They did NOT communicate with me every step of the way. They lied to me and told me that the package has already shipped and that it was ***** that didnt update the tracking information. 

  it was only after I made this complaint to BBB that they finally arranged to ship something (Im not convinced its what I ordered at this point) to me. 
  

  Also, the email I was sent with the tracking info (label created) on 7/2523 stated this: Shipping method
  Powered by ************* days delivery)-$0.00

  This company is being deceitful and I just want a refund. If they were sincerely having issues with shipping for non-nefarious reasons, they should have been honest about that upfront and not lied to me. I would have understood if perhaps my item was out of stock or something, but this whole lying about shipping something and then waiting until *** made multiple complaints about not receiving merchandise to actually ship me something is unacceptable business practice. Even if I do actually receive the item I ordered, I do not want to keep it as I do nor want to deal with this companys nefarious business practices should I have a problem with the merchandise and need assistance/replacement, etc. 

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

  Customer response

  08/14/2023

  I would like to close this case out as resolved. The item was eventually delivered, I plan to keep it, and the company has offered me a $30 refund and a $15 gift card for a future purchase. I am satisfied with this outcome. 

• Initial Complaint

  01/24/2023

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  ordered tubfiller. company is not delivering. i got a rude message from a csr that my product is in ****** and there is nothing they can do. i called them but had the same experience as the other complaint on here. no call back. i sent them an email to cancel the order as i have to pay the workers . they can t do anything without the material. i thought this was a ******** company but they are a chinese company based in ******** and i already had a bad experience with a chinese company. i will turn this over to the ** of my state and their products should be checked if they comply with us norms. i will do that too

• Initial Complaint

  03/22/2022

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  We ordered a tub and shower faucet set (order #****) that was received damaged. We have tried to contact Casainc many times via two phone numbers ************ ******* phone) and ************ (303 number does not work), text chat that returns a message they will respond as soon as possible between 9pm-5am, and email ************************************* and have had no response on how to return this. We have cancelled an order in the past and they were quick to respond, however on this return, they are not responding at all. We are approach their 15 day cancellation policy, and looks like we will be stuck with this damaged set. Thank you for any help you can provide.

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