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:11/19/2023

  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 gave a ****** dollar deposit using personal check; because he told me he would not accept a credit card, for a rug on 10/13/23 around 4:45 Pm to Koko Boodakian & Sons (*******) for a rug he wanted to charge me ****** dollars. The check was quickly cashed and cleared by Monday morning. The name and address of the business is:Koko Boodakian & Sons ******************************************** phone number:************** On that late Friday afternoon, he took the rug along with the check and left. It was a preliminary appointment to see how the rug would fit in my space, the rug was not a perfect match with respect to the type of furnitures that I have, so I was not completely satisfied with the choice; and he was aware of this. Moreover, the rug needed bonding, and cleaning for the removal stains. He told me he would bring the rug to my house in ten days. After careful examination from the pictures of the rug I took, I contacted them to ask for a refund of my deposit within the same week. The rug was never in my possession as it is customary practice with rug store to leave the rug in the home for few days until the sale is final. I called and have emailed several times asking for a refund of my deposit because I did not want to continue with the purchase of this particular rug. After avoiding and giving me the run around, he replied stating that all sales are final and he can only offer another rug at his store since I no longer wanted the original rug I wanted to purchase. Bare in mind I never got the original purchase rug from the get go, and on the receipt I received when I gave him the deposit, there was no mention that all sales are final and I could not get my deposit. It has been few weeks now and he has stopped answering my emails and whenever I call, he is always out-of-office. I just need my full refund back, I no longer want to purchase anything or do any business with them, for lack of trust, and poor customer service. Thanks in advance for your help in resolving this issue.

  

  Business Response

  Date: 12/10/2023

  We are a small business trying to make our customers happy in finding the perfect rugs for their home. Unfortunately there was a miscommunication with this client regarding the terms of sale of this rug. In our industry, that being of a small independent rug dealers, especially with fine antique rugs, repairs and negotiations can go on for quite some time. The customer was verbally told that the sale was a final sale, however it is true it was never specifically written on her receipt. There was however a scheduled payment plan on the receipt that she signed, and a verbal agreement regarding we take the rug back to our shop, do minor repair and refurbishing, then continue on with placing it back in her home. When we received an email from the client regarding she no longer wanted that particular rug we made every attempt to try and find a rug that would suit her needs. We offered her additional in-home appointments, emailed her images of alternative rug options, offered for her to have private after hours appointments at our showroom to appease her schedule. There were some delays in response from both parties, her and us, as we only communicated through email. We do take our client relationships very seriously, and tried our best to find a piece that the customer would be happy to have in their home, unfortunately she would not give us the opportunity to do that and instead started emailing extremely strongly worded emails attacking our business and character. We then let her know we would be mailing her a check for her deposit back (in the exact form of payment that she paid the initial payment), which was within 45 days of her original deposit.
  
  
  
  Koko Boodakian & Sons
  *************************************