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:12/04/2022

  Type:Product Issues
  Status:

  UnresolvedMore 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 purchased a antique cabinet, from McCoy's Design and Consignment on November 18, 2021.
  I paid ****** plus tax. The owner sold me the cabinet in mint condition. I had to find delivery options and was told it would be fine until then. I returned to the store with a friend approximately December 12, 2021. I was shopping around and the owner Jake *****, informed me that the cabinet was damaged. It had occurred during his moving it. I asked, "When were you going to let me know." I observed it for further damage and found it acceptable. I was told he would fix it. I called within a month to go and pick it up. The item was not repaired and never has one year later. I have asked to have my money returned to my Bank Card, he has produced nothing. I have made so many attempts to resolve the matter including having it picked up and repaired. It was to costly. Jake **** the owner had offered options to have it delivered to my apartment and have someone come and fix it, my answer was no! I have no room to do that. He then offered to fix it himself and claimed to have bought the repair for less value then my research. I find nine months and now a year he has not. He sent me a estimate of an order in October, 2022. I have made every attempt to get a refund and no response. He has resorted to not answering by phone, text, or emails. I have received no response at all.

  Business Response

  Date: 01/31/2023

  This is Robert *****, Owner of McCoy's Consign and Design. I received notification from your office regarding a complaint from a Customer Lisa ******. I Robert ***** have tried speaking with the customer several times to come up with a resolution. Customer has been verbally abusive to myself and my staff which has refrained us from having further contact with the customer. Customer came into the Store location on November 17, 2021 and purchased a Glass Front Curio Cabinet. It was explained to her at the time of purchase that all Merchandise needed to be picked up within two weeks per store policy. Customer had stated that she would need a little time to get movers to get the item moved. I Robert ***** had told her that it would be ok if she could do it within a reasonable time. After a month had passed the Cabinet was still in our front Showroom by our Main Loading Door. As a small Showroom we are limited on space and have to move merchandise around quite often to make room for incoming and outgoing inventory. The customer's cabinet was in the way of our loading door on December 27th 2021. While moving the Customers Cabinet to make room for incoming inventory the side piece of glass was damaged. I Robert ***** tried to get ahold of the customer and the customers number was not reachable. Customer however did come into the store February 2022 and I Robert ***** informed her that her cabinet had been damaged. I Robert ***** informed her that we would have the cabinet repaired. Customer stated to me at the time that she still did not have the means of getting the cabinet to her Apartment. I Robert ***** Feeling Responsible for Damage generously Offered to have the cabinet repaired and delivered to the customers Apartment. Customer Stated that she would have to make room for the cabinet to fit in her Apartment and that she would notify me when it was possible to have that done. I Robert ***** went ahead and ordered Glass for the repair of the cabinet. Followed up with Customer in March 2022 and was not able to get ahold of them. Since we are a small showroom I had the cabinet moved to our storage location so it would not get further damaged and would be out of the way. Months passed by and there was no contact from the customer regarding their purchase. Per Store Policy items left longer than two weeks become store property and will be resold. Since the cabinet was in storage it was not a huge concern for us at the moment. Customer Contacted the store on September 22nd 2022 stating that she no longer wanted the cabinet because she could not find room for it in her apartment. My Staff had told her that they where sorry to hear that and that she was more than welcome to re-consign the cabinet or pick it up. Per store policy all sales are final and not able to be returned. Customer than became quite verbally abusive to my staff and hung up on them. Customer called back and I Robert ***** answered the phone and tried to explain to the customer that we have done everything in our ability to help her in this situation ( Offering to have Cabinet repaired and delivered and stored cabinet for 10 months). Customer became verbally abusive once more and hung up. I Robert ***** told her she could come get her cabinet and that I would still have it repaired. I Went to the ***** **** in ******* and Picked up my Order that I had placed back in February 2022. I have the attached invoice of the glass replacement. Customer still refused to pickup cabinet and stated she wanted a refund. Customer Proceeded to Text the store phone multiple times demanding a refund and called multiple times and hung up on the staff (We Have all Text and Voicemails Saved). We also have received a complaint from her from the Better Business Bureau which will also be attached in this letter. In her complaint she clearly states that I Robert ***** offered to repair and deliver the item at no cost to her but she refused due to not having room for the cabinet in her apartment. I Robert ***** as a business have tried to mend this several times so it would not exceed to this level. Customer is non-complacent and will not work on given solution and wants to bypass store policy.

  Customer Answer

  Date: 02/01/2023

  (The consumer indicated he/she DID NOT accept the response from the business.)
  
  I am appllaud that the owner would take time to discredit himself and abuse me. Let the record speak for it's self. I have every text that occurred. He has physically called me once,the date was on Saturday, September 17, 2022. After leaving the message l was coming in because he would not respond or answer the phone. At all times the message l left was requesting refund for the damaged and unrepaired merchandise. I purchased the merchandise on November 18, 2021. I returned to the store approximately December 11, 2021 with an acquaintance he was completing an order. I shopped around and bought several small items. I walked to the front where he had my curio and he called out to me and said, " l broke your merchandise and l will have to order a piece and fix it." I turned around and asked him, " when were you going to tell me." I walked over and looked it over and decided it could be fixed then fix it. I made arrangements for it to be picked up several occasions and could not because he had not fixed it. I offered to check with several companies to pick it up and fix it to deliver to me and it was as much as the cost to purchase. Jake ** *** has offered to have it delivered broken and have a friend come to my place and fix it. I told him ...no! I have no space for anyone to fix something in my home. He informed me the estimate l received from the 2 companies were well above the cost he had bought the piece to repair it. After all 9 months, it has not been repaired and the order was sent in for an estimate of the repair. He sent the estimate to me in September of 2022. At this point l am not interested in doing business with Jake ** *** and has kindly waited on my refund that he refused to do. This was never stored at his business because it was broken after purchase. It became a long issue because Jake ** *** did not repair it.
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