Complaints

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.

• Initial Complaint

  Date:30/10/2023

  Type:Delivery 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.

  I sat down with the sales agent and was shown various colour swatches for furniture. I decided on a certain selection and was told it is not a regular item so it would be custom ordered from an out of town supplier. I paid a deposit and waited for my furniture. When the furniture arrived weeks later, I went in a paid the remaining amount. It was $7500 for this furniture. I had their company deliver it and when it was brought into my house I noticed it was NOT the colour swatch I originally chose. I called the RK furniture immediately to rectify the problem.
  
  Because this was a custom order, she told me that if I wanted to return the furniture I would loose a considerable amount of money in the tune of $2000 and then I could reorder what I wanted. This is the fault of the sale agent NOT ordering the correct colour to order. This is of no fault of mine, I should not have to loose any money on this transaction. I want to return the couches and either get my money back in full or get the correct colours without having to loose out any money for their error.

  Business Response

  Date: 31/10/2023

  The client received her delivery as was ordered and in good order on October 24th, 2023.  On October 25 ***** (client) came in and told my office manager (Adele) that she received the wrong furniture.  Adele pulled her order to check the details and noticed that the chair that ***** was pointing to on the floor was the same as what she received, just in a different cover, however ***** seemed confused and said that the recliner sat like a different model on the floor.  At this point I heard something was amiss so I went out to see what was happening.   ***** told me that the furniture did not sit the same as what was on the floor and that she found it uncomfortable. She kept comparing it to another style which I told her was unnecessary as we were only dealing with the style that she ordered.  She then asked to see the swatch of the fabric she ordered and we showed it to her.  She said it was not what she was shown.  ***** was argumentative and bouncing from one issue to another and I was just trying to get her to focus.  *** ****** **** ************ ** ***** **** I told her to go to the fabric gallery and show me what she thought she was supposed to get.  She never did.  I asked her what she was wanting - to return the items, which we do not do, or a re-order, which made no sense as she received precisely what she ordered.   I told her to go home and I would look at the details with her salesperson (Michele) and get back to her.

  After reviewing everything with Michele, there was no fault on her behalf.  She ordered what ***** wanted and ***** signed for it all before the order was placed.  This is our standard procedure with every custom order to avoid these scenarios.  The customer has an onus placed on them double check the details and to sign off when the order is being written up.  I phoned ***** and told her that she signed off and agreed with all of the details at the time of order.  I gave her the option to either keep it all or return it for a re-stocking fee of 25%.  The form she signed clearly states that we **** * 50% non-refundable deposit but I was going to be fair and do it for half.  The calculated amount for this was $1838.70 including the delivery charge to pick it up.  I gave her this figure over the phone and asked her to get back to me the following morning, the 26th to let me know which option she would go with.  She was given this deadline ** *** ** * ***** ****** *** *** *** ***** ** ** *** ******* **** ***** **** ***** ** *** *** **** ***** **** *** ** *** ********* ******** 

  On the 26th ***** came into our store and Michele was with a customer.  She started straight off with telling Michele she was a **** and needed to **** * *** ******** **** in front of Michele's clients.  I quickly realized she was in the store and took over.  She then told me that I was also a *******, a **** and needed to **** * *** ******** **** and also told me that I told her on the phone that I would be nice to her and just take 15% as a restocking fee, ***** *** * ******** ************  ***** escalated things to a point where Adele started recording her on her cell phone and I had to tell her that if she continued with the ********** and didn't leave the store I would call the **** and have her removed.  She eventually started to leave all the while declaring to everyone in the store not to buy from us and that we are *******s and so on.  She uttered ******* about going all over social media and to court and so on with this matter.  I told her to do whatever she needed to for herself.   ***** *** ***** *** * **** ** ******* **** **** *** ** *** ***** **** ** ***** *** **** **** **** ***** ** *** ** **** **** *****  This is a reflection of how offside it all was. 

  On the 28th ***** came into the store again and walked over to a dining set she had looked at previous and then yelled over to where I was working and said " should I buy this?"  My reply was "No, I don't think we should do business ever again."  She then asked me again how I sleep at night ******** people everyday.  She said her usual few more things and eventually left.  Again, some clients had just walked in and she told them not to shop with us.  ***** ****** ***** **** **** **** ***** ** **** ** **** **** ****** **** ***** ***** ******  Her interactions are more extensive than this but this should be enough.  There is no further resolution on our part.  She was offered a return with a re-stocking fee and given a deadline of Oct. 26 to give me a reply.  As per the attached documents.  You will see that she signed and initialed for every detail of the order. 

  Should you require any further details or documents, please let me know.  Thank you.

  Customer Answer

  Date: 31/10/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because these are not the facts, in full. 
  
  I do not want my money back nor an exchange. ** * ** * ******, I understand the non-restocking ability has now passed. What I want is an apology from this company and an acknowledgment that the saleswoman did not do her due diligence. Yes, I signed it without going over the fine details. I trusted that she was doing her job and filled out the paperwork correctly. When I asked what I was signing, she said it was just the sales contract. I accepted that it would be right. ** * **** *** ***** **** ******** *** ****** ******* *** having dealt with this company before, I trusted they would have things correct. 

  She DID NOT go over the contract in detail, which she should have. If she did, we could have seen that she did not write down the correct colour. That was my error in trusting them. 

  When I approached the company to get things correct, she would not accept this. She kept going around to other details and all I wanted was the colour to be made right. 

  I feel taken advantage of now and unhappy with how this company was unable to handle the situation then and there.

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

  Business Response

  Date: 31/10/2023

  As previously communicated an offer was made to pick up the furniture for a re-stocking fee.  That offer has expired and there will be no further offers made by RK Furniture.  She has received what she ordered and we have nothing further to add or respond to.

  Thank you 

  Customer Answer

  Date: 31/10/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response. I did not receive the colour in which I originally stated. The sales person wrote down the wrong colour and my error was in that I trusted that to be correct. This business is relying on my trustworthiness of them and my further inability to have read the fine details of what I signed off on. 
  
  
  
  ***** *******