ComplaintsforEuro Living Furniture

• Initial Complaint

  03/06/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  2/11/23, We visited the store. I shared interest for in-stock items only and no idea when a delivery date could be set. 2/13, order was placed via phone. 2/26, I reached out to cancel for a full refund. I was advised to call Monday to speak with Adirana(mgr.) 2/27 she advised she could not help and that someone would call. With no response, I called 2/28 where Adriana shared, she could refund minus 30% for re-stocking fee. This was the first that I had heard of any fee. I asked for upper management to call me. 2/28, Miriam called providing options of a store credit or a refund minus 30% per policy. It was not shared with me verbally or electronically. She stated it was on my quote and invoice. I provided copies of my correspondence asking where it was. The links in the email did not provide either. She said that they “don’t tell customers about it but it is on our website”. I requested an escalation and advised that I would be disputing the refund refusal with my credit card company. She stated that it didn’t matter - I would lose. They would dispute and advise them that the policy is on my quote, invoice and on their website. 3/1, Email advising “since the table shipped,” they would reduce the re-stocking fee to 20% if we agreed to utilize the remaining credit within 30 days. The table NEVER shipped to me nor was a shipping date provided. It was an IN-STOCK purchase. The following day, I disputed the refusal to refund with my credit card company. Her response to my dispute is what has brought us to where we are today and why I selected to file this complaint. Trying to cancel an in-stock order with no delivery date and being advised of a return policy that I was unaware of and NEVER provided is unacceptable. My expectation is a full refund/non dispute and the policy added to all electronic/hard copy quotes and invoices to ensure customers have the opportunity to read the fine print and do not find themselves in my situation. Emails for all are attached.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩