ComplaintsforModern Wicker & Outdoor Furniture

• Initial Complaint

  06/25/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I made a purchase in March online for Forever ******************** 4 Piece Wicker Sofa Set 1 Sunbrella Shore Linen / ****************** $4,875.60 Route Package Protection 1 $75.13 $75.13 Subtotal $4,950.73 Shipping $0.00 Taxes $0.00 Total $4,950.73 USD Total paid I contacted the company a month later and was told there was delay of another month, but to be patient. On June 5th told they cannot get my order, agreed to a different product, they would refund difference. Told items were shipped June 18th. Today told never shipped, never got adjusted price and refuse to refund my money after 3 months.i have no items, out $4,463.17 and this is a fraud.

  Business response

  07/07/2024

  Good afternoon! Hope this finds you well.  This is in reply to the second notice received earlier today relative to *********************************** complain.

  For complete information about this order, please refer to the below chronology.

  March 18 - we received ****************** order.

  June 16 - due to the unavailability of the original fabric ordered and customer would like to have here order soon, supplier suggested to change the fabric so they can proceed. (see attachment #1}

  June 14 - customer agreed ot chnage the fabric. (see attachment #2)

  June 19 and 25 - followed up the order with the supplier. (see attachment #3)

  June 26 - supplier said it will ship 6/26. (see attachment #4)

  June 26 - customer cancelled the order. Same day we processed the cancellation and refund. (see attachment # 5)

   

  Business response

  07/07/2024

  June 26 - we cancelled the order from our end and processed the refund, see status on the attached. (see attachment #6)

  June 26 - we requested the supplier to cancel the order. (see attachment #7)

  June 27 - supplier informed us that the item already shipped and they can no longer stop it. (see attachment #8)

  July 1 - supplier said we should reach out to the customer and inform them that they should refuse the delivery. (see attachment #9)

  July 3 - we called the customer and spoke to her husband (*******) and informed him that an order that was canceled by ********** but was shipped by our supplier and can't be stopped. We asked for their help to please refuse the delivery. ******************** politely acknowledged and said they will refused the delivery. We updated the supplier about this. (see attachment #**)

   

   

  Business response

  07/10/2024

  We acknowledge and sincerely apologize to our customer for the inconvenience of this transaction. Due to high demand for furniture this season, our suppliers have experienced delays in manufacture. We have agreed to cancel the order since the customer could not wait any longer. Unfortunately further mix up happened when the supplier sent out the items just as we were cancelling it on our system. We are updating our procedures in how notify clients during busy seasons like this in order not to cause inconveniences like this to happen in the future. 

• Initial Complaint

  11/11/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  The company has not delivered my paid merchandise. Outdoor Furniture I purchased over a month ago. They keep I will get a tracking number but nothing happens

  Business response

  11/25/2023

  Modern Wicker and Outdoor Furniture
  ***********************************************,
  *******, ** 46037
  November 25, 2023
  
  
  BBB of Central *******
  ********************************************************************************************
  
  Dear BBB of Central *******,
  
  Re: Case #********
  
  I am writing to respond to the Better Business Bureau (BBB) complaint filed against Modern Wicker and Outdoor Furniture. We take customer concerns seriously and appreciate the opportunity to address this matter.
  
  First, I would like to apologize to BBB and our customer *********************** for the delay of the order he processed last month. 
  
  I thoroughly investigated the matter and I would like to sincerely apologize for our lack of follow up after processing the order. Our team was able to process the order with our supplier right after the order was placed. However, as we all know, luxury furniture are custom-made and the production and shipment of the order took longer than expected.
  
  I was able to talk to **** and relayed the information from our supplier but we don't have the tracking number yet. Our supplier confirmed through email (attached the screenshot of the email) that they are waiting for the carrier to pick up the order last week. Moreover, I don't want to stop there. I want to fix the root of this misunderstanding not only for **** but for our future customers. I created an after-sale process in order for our cutsomers to receive order status updates after placing the order. Aside from that, I reached out to **** to apologize for this matter and offered a $100 discount voucher, hoping to fix our relationship with our customer. Fortunately, **** emailed me 4 days ago that he received a call saying that his order will be delivered a day after. As the manager of Modern Wicker, I prioritize our customers' concerns and do my best to provide customer satisfaction.
  
  Again, I sincerely apologize and will make sure to provide timely updates to our customers, and will work for a solution to fix our supplier's delays.
  
  Please feel free to contact us directly at ************ if you require any additional information or if there are further steps we can take to address this matter. We value our BBB accreditation and are committed to resolving customer concerns promptly.
  
  Thank you for your attention to this matter.
  
  Sincerely,
  
  *******************
  Brand Manager
  Modern Wicker and Outdoor Furniture

  Customer response

  11/27/2023

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this response/resolution is satisfactory to me. 
  
  
  

  Regards,

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

*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. ↩