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:04/04/2024

  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 contracted this store to pack and ship (INSURED) a rare (1915) jardiniere and matching stand which I bought from a local auction house in Jan24 (purchase price provided to store: ~$1100). When received, the jardiniere was destroyed. When I tried to glue the pieces together, it was obvious that all the pieces were not present -- indicating that jardiniere was broken PRIOR to being packed. The store filed a claim, but I didn't receive any monies until end-Mar24 (~$691). I asked the store personnel why I hadn't received the full refund, since the stand is worthless without its matching jardiniere. As is VERY common with this store, I have not received any response to my repeated queries. Because I did not receive an itemized accounting for the $691, I don't know if the refund also includes the monies I paid the store for packing/shipping -- I don't feel the store should profit from their ineptitude and unprofessionalism. Therefore, the monies I should receive would be $1100 PLUS the cost I paid for packing and shipping.This store does NOT DESERVE a BBB A+ rating, and I ask, in addition to resolving this issue, that you revisit this rating in light of this experience.

  Business Response

  Date: 04/09/2024

  Hello,

   

  **************** purchase Jar from auction house and we were responsible for packing and shipping his item. Item was valued at around $1000.00 for jar and its stand and we had to pack it in separate box. Since items were large as per *** guidelines it need to be packed in Styrofoam and it was done according that. When it was shipping time he wanted to put declare value on his item. Since it was 2-part item we have to divide total value by 2 and then put on boxes accordingly. So *** Claim dept. did refund $500 plus shipping cost which was $191.96 total of $691.96. Since stand was intact there was no claim on it. If you need further information feel free to contact us. 

   

  Thank You 

  Customer Answer

  Date: 04/10/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  The response received from the business indicated that because this was a 2-part shipment, and only one part was destroyed, they don't need to compensate for the entire shipment.  However, the issue is similar to shipping a pair of shoes if only one is destroyed, they aren't responsible for paying for the one received intact.  However, what is the value of a single shoe?!  Likewise, there is no value in having the stand for a 2-part jardiniere.  Thus, I do NOT accept their response as the piece I got intact is worthless.  PLUS, the business did not take responsibility for the careless breakiing the jardiniere PRIOR to its packaging. 

  Business Response

  Date: 04/10/2024

  Hello,

   

  I understand your example about pair of shoes and losing value. But it does not apply on a larger items, due to it can not be packed in a same box. To secure your investment you need to insured both boxes to the original value. We are local *** Store and we don't handle claim in house it goes to *** Claim dept. We understand your item arrived broken but we assure it was packed according to *** guidelines. If you have further question feel free to contact us. 

   

  Thank You