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Business Profile

Furniture Stores

ScanDesigns Ltd

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Furniture Stores.

Complaints

This profile includes complaints for ScanDesigns Ltd's headquarters and its corporate-owned locations. To view all corporate locations, see

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ScanDesigns Ltd has 2 locations, listed below.

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    • ScanDesigns Ltd

      1400 United Blvd Coquitlam, BC V3K 6Y2

    • ScanDesigns Ltd

      12551 Bridgeport Rd Richmond, BC V6X 2C3

    Customer Complaints Summary

    • 1 complaint in the last 3 years.
    • 0 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. 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.

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    • Initial Complaint

      Date:29/11/2022

      Type:Customer Service Issues
      Status:
      AnsweredMore info

      Complaint statuses

      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Purchased a chair and sectional sofa. I requested a pause on delivery as the place (apartment) it was we were no longer moving to.

      I was informed by the shipping department o Saturday November 26th that the product was no prepped or staged and that they would pause the delivery so I could visit the store and change my selection (or possibly return altogether).

      I visited the store on Sunday the 28th and was informed that A) I can only exchange or suffer a 20 percent restocking fee if returning and B) the item that I would have considered an exchange for was not in stock.

      I requested consideration of removing the restocking fee as the item was not prepped or staged for delivery i.e. no work has been performed. The manager offered to reduce the restocking fee to 10 percent as she stated that she is certain that it has been prepped or staged and that fee covers the cost of this (again, the night before the shipping department specifically said the item is not staged)

      Given that my both my option were poor i.e. have a sofa that will not fit the space we are moving into or losing 10 percent, I opted to proceed with delivery to the address we we will not be living.

      The primary issue is that before, during or after the sale, there is no mention of their 48hr return policy unless specifically asked. I do not see the information posted overtly anywhere. It would be useful to know this information in advance.

      Business Response

      Date: 29/11/2022

      Hello ** *******,

      Your complaint crosses a few different issues and I will try my
      best to answer them here for you.

      When you came to the Coquitlam store and discussed your decision to return the furniture you had never questioned our return policy which is located on the back of your Invoice. We also publicly
      post the Returns and Refunds information on our website.
      http://www.scandesigns.com/returns-refunds/ We are not hiding them
      from you. You also mentioned that knowing the return policy would have no effect on your decision to cancel. Yet you complain about not knowing them or having access to them. Our terms and conditions are very standard and state
      that any purchase made in store has a 48 hours to cancel without a
      restocking charge. After 48 hours the order is considered
      confirmed and if canceled will only be returned as an instore
      credit for the full amount or subject to a 20% restocking fee. You
      made this purchase November 15th, 2022 and paid in full, and
      decided to cancel it on Sunday November 28th. This is well past
      the 48 hours required.

      The second part of the complaint is that "if an item is not
      staged i.e. not prepped for shipping, allow for a full refund if
      extenuating circumstances apply ( within a reasonable time
      frame..."

      The above statement is your own opinion of what you think our
      return policy should be, not what it is. You are certainly welcome
      to your opinion but that is not our policy nor are we changing it because you think it should be different. You had 48 hours to
      ensure the product was suitable. 2 weeks after confirming the
      purchase you changed your mind.  The inventory you purchased was
      tied up and unavailable for other customers to purchase and has
      ZERO relation to if it was prepped for shipping. This is the
      reason for our restocking charge.

      If we had prepped the furniture for delivery and you decided to
      cancel the delivery within 24hours of the scheduled delivery you
      would be charged a second delivery fee. Because we had enough
      notice and the furniture was not prepped or staged there was no
      fee.

      We understand sometimes that products might not work out for the
      customer and that is why we are open to exchanging or keeping the
      credit on file until something new comes in. (which we are
      constantly receiving new merchandise) Our manager also offered to
      reduce the restocking charge by 50% due to the circumstances. You told us that you were not moving into the original delivery address but for some reason decided to keep the delivery and have it delivered anyways. 

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