Complaints

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• Initial Complaint

  Date:11/30/2022

  Type:Product 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 placed an order on Overstock for faux wood blinds. They arrived damaged. I contacted overstock to process a replacement but they said they no longer have the stock. I contacted Lotus directly to see if they could help me at least troubleshoot the ones I have. I spoke to a female who answered the phone and she said that Lotus has them in stock and would take care of replacing for me without having to deal with Overstock., no problem. After 2 weeks passed and I had not received the replacement. I left two messages and sent an email. No one would get back to me. I called again on 9/21 and spoke to a male that said they never sent them to me because i was still able to replace through overstock. I was now furious. I reminded them that the whole reason i couldn't go through overstock was because they didn't have any of the size to send me. I wasted so much of my time babysitting and following up on these people who didnt even have the common decency or professionalism to get back to me and still have no blinds.

  Business Response

  Date: 12/02/2022

  Please see attached PDF of the last communication we received from ****************, who did not accept our offer of a replacement.

  She did not tell us from which vendor she purchased the blind, so we were not able to know which blind she needed.

   

  Her original statement is that she spoke to someone here, but there is no customer service representative who would have told her we can replace slats.  Perhaps she spoke to someone at Overstock who was going to forward a message. 

   

  Again, she was offered the blind and came back with insults, not once, but twice.

  We are not required to tolerate abuse.

   

  Now that we know it was from Overstock we have found the blind she needs.   We will send the replacement blind in hopes this will be resolved. 

   

  Please note, we tried to assist, however, our help was not accepted.

   

  Thank you for your assistance,

  Customer Answer

  Date: 12/04/2022

   I am rejecting this response because:
  
  This is not true. I called three times in total  with  the last two times to follow up as to where the replacement from the first call Was. I was told that they noted my call but would not send a replacement or instruct me on how to fix. When I contacted in the last time I was told a manager would contact me back within two days. I told them I was not confident that would be the case since I was lied to about the replacement previously. Sure enough, they did not get back to me. When I finally got a reply from the email I sent after the third call I had to make to them, they replied that they will not replace slat blinds and I had to go back to where I purchased from which sent everything back where I started with ********* no longer having them in stock.

  At no point did anyone except the first person offer to actually replace anything except for the first person I talked to at lotus. Like I said the person I spoke to after that told me that the first person fabricated that they would replace them for me because the absolutely will not. They said they see notes and my address but would not be sending me a replacement. This is weeks after it was confirmed I would get a replacement. I gave them multiple

  Opportunities to resolve this but they refused and continued to insist they would NOT replace them. 

  Business Response

  Date: 12/05/2022

  Unfortunately, without recording calls and all employees having access to these verbal correspondences, all we can positively go by is the email in which replacements were offered, and they were not accepted.  It would have been very easy for **************** to put this into writing and it would have been resolved at that time.  The replacement blinds have been sent now that the issue was put into writing and fully understood. 
  

  
  

  As we are not the company through which **************** purchased the blinds, it was harder to backtrack and find out the products and addresses.  Overstock was her vendor, not Lotus.  If Overstock told her they were out of stock, they should have refunded her money and let her buy a blind elsewhere. 
  

  
  

  Her blinds are out for delivery by tomorrow evening via *** 1Z37147X0366676623 .  She will not be charged anything.  She has no responsibility to Lotus nor Overstock at this time.  We like to help in a timely manner, and we know that it could have been handled had she replied to our email, other than with insults and profanity.

  
  

  Thank you.

  
  

  
  

  Customer Answer

  Date: 12/05/2022

   I am rejecting this response because:
  
  As stated, I was never offered a replacement except on the first call where they lied about it, which was then confirmed on the next two calls. I was so distraught that I was lied to and that I didnt get a call back as adamantly assured I would. So I did end up putting it all in writing and they replied that they will not replace slats blinds.  If these people think s******* with consumers over the phone is acceptable, well, thats extremely sad. If you dont want customers to become so extremely upset and irate by their gaslit and unprofessional tactics, they should change their behavior and stop lying.