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:02/24/2025

  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.

  ON 6 JAN 2025 DROVE 2 HRS TO LOOK AT DOORS AT MERCHANT STORE..PLACED A CREDIT CARD HOLD ON DOORS FOR $4400 WE WERE CONSIDERING FOR REMODEL PROJECT. I DID NOT TAKE POSSESION OF THE DOORS.. AFTER THE WEEKEND ON MONDAY 20 JAN CALLED MERCHANT AND LEFT VOICEMAIL MESSAGE CANCELING THE PURCHASE GOT NO RESPONSE. ON 24 JAN CALLED MERCHANT AGAIN AND LEFT VOICE MAIL. NO RESPONSE. SENT TEXT MESSAGE TO MERCHANT AND RECEIVE A RESPONSE CLAIMING NO REFUNDS ONLY A STORE CREDIT..THIS WAS NOT DISCLOSED AT TIME OF PURCHASE BY THE ATTENDING CLERK NOR WAS IT INDICATED ON THE E MAIL RECEIPT WE RECEIVED THE SAME DAY.. CONTACTED CREDIT CARD COMPANY TO DISBUTE CHARGE.. CREDIT CARD COMPANY SIDED WITH MERCHANT. MERCHANT SUBMITTED A "DOCTORED" RECEIPT INDICATING " NO REFUNDS" AND FALSELY CLAIMED I DID NOT CONTACT MERCHANT FOR SEVERAL WEEKS AFTER THE PURCHSE..I HAVE PHONE AND TEXT DOCUMENTATION TO PROVE OTHERWISE..ALSO HAVE THE ORIGINAL E MAIL RECEIPT WHICH DOES NOT INDICATE ANY SUCH POLICY..STORE IS IN VIOLATION OF FS 501.142. NO SIGNAGE INDICATING POLICIES WERE VISIBLE TO CUSTOMER.. I HAVE REOPENED CLAIM WITH CREDIT CARD COMPNY DUE TO THE FALSE AND FRAUDULENT CLAIMS MADE BY THE MERCAHNT.

  Business Response

  Date: 02/28/2025

  The Customer came into our antique / architectural salvage store and purchased doors in store . They were going to come back to pick them up . We do not place holds on items due to demand and items being salvaged , handmade , and used items . We are a small business and are only open 3 days a week , we responded back when we opened . Mr. ****** stated that he was in a dispute with his builder and wanted to return the items . We sell used and salvaged items so we do not do any refunds or exchanges . We have always had this same policy for years and it is displayed at the shop and online . We never sent fake receipts to anyone . We use a company called square and they handled the clients credit card complaint . We still have photos of where the client said he was arguing with his builder . Out of Goodwill we offered Mr. ****** a store credit but never heard back . His credit card company and our card processing company all sided with The Manor on this issue . We take pride in our customer service and we hate to see these false claims against The Manor . 

  Customer Answer

  Date: 02/28/2025

  
  Complaint: 22976691
  
  I am rejecting this response because The "NO Refund" policy was NOT disclosed prior to purchase. It is clearly NOT disclosed on the e mail receipt sent by the Merchant to us. It is NOT disclosed on their webpage and was was not posted clearly visible in the store as required by Florida Statue Chapter 501 Section 142 ( 501.142, Florida Statutes, requires a retail establishment that sells goods to the general public and offers no cash refund, credit refund, or exchange of merchandise to post a “no refund” sign at the point of sale. The absence of such a sign means the store has a refund or exchange policy.). In merchants statement to the Credit Card Company they state we did not ask for a refund for "weeks". Now they submit Text message evidence to  back up my claim that I called them Monday 20 Jan and 23 Jan and Texted 23 Jan. asking for refund. In merchants statement to Credit Card Company they state "Customer had improperly and untimely canceled goods/svcs thereby voiding any and all refunds" This implies that a refund was available if done "properly and timely." Which it was. If we had known about a no refund policy we would never had made the purchase. The reason for our cancelation is irrelevant. We never had possession of their precious salvaged, homemade items.  We were NOT trying to RETURN items as Merchant suggests in there below response to the BBB.   We asked for a refund within days of purchase. They have our money and they have always had their merchandise.  We have reopened this claim with the Credit Card Company and will seek all legal and lawful means to re coup our monies which we feel have been stolen from us. I have NEVER had a Merchant treat us like this.

   

  :The Customer came into our antique / architectural salvage store and purchased doors in store . They were going to come back to pick them up . We do not place holds on items due to demand and items being salvaged , handmade , and used items . We are a small business and are only open 3 days a week , we responded back when we opened . Mr. ****** stated that he was in a dispute with his builder and wanted to return the items . We sell used and salvaged items so we do not do any refunds or exchanges . We have always had this same policy for years and it is displayed at the shop and online . We never sent fake receipts to anyone . We use a company called square and they handled the clients credit card complaint . We still have photos of where the client said he was arguing with his builder . Out of Goodwill we offered Mr. ****** a store credit but never heard back . His credit card company and our card processing company all sided with The Manor on this issue . We take pride in our customer service and we hate to see these false claims against The Manor . 
  
  Sincerely,
  
  Paul ******

  Business Response

  Date: 03/03/2025

  We sell architectural salvage ,antiques , and handcrafted items at The Manor . We have always had the same all sales final policy . We do not offer refunds or exchanges because we sell salvaged items . It is displayed on our website , in store , and on our POS system . We have never had any issue with customers not understanding this policy and take pride in our customer service . It is unfortunate that Mr . ****** is in a dispute with his builder and now doesn't want what he purchased from our store . We hope he gets this resolved with his builder and we are glad to offer him a store credit out of Good will .