Complaints

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• Initial Complaint

  Date:04/05/2023

  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.

  Complaint: ********
  
  
  
  I am rejecting this response because:
  

  
  

  Unfortunately, the facts of this case do not at all match the description provided by Bon Marche. Bon Marche, or **** ******, have deliberately exaggerated the facts of the case for whatever reason they see fit. As for four people being involved on their end… l only ever dealt with a **** ****** and a very unpleasant female employee. 

   

  A business exchange isn’t based on whether or not you personally like, or dislike, another person. It is based on fact and the responsibility of said business to provide, and deliver, a product in reasonable condition and to rectify any problems with a product that was delivered in a damaged condition. It is not a personality contest which Bon Marche has decided to focus on to avoid any liability for product damage. 

   

  I can only put forth my response, and rejection of their reply, based on solid facts, not whether or not the owner is a threatening and mean individual, or the fact that he dislikes me. The facts are as follows, and are backed up by photographic and video evidence.

   

  • The day of delivery, the ***** driver initially refused to deliver the bench as his truck would not fit on the small street where my home is located. After much back and forth, he finally agreed to drop the box in my garage. I called **** ****** and he clearly stated that they have recently had multiple problems with *****. He was determined to call ***** and complain about the driver, but l begged him not to as the driver and l eventually reached a mutual understanding. 

   

  • The box, as clearly seen in the photos, was badly damaged. Unfortunately, due to recovering from a broken knee, l was not able to immediately remove the heavy bench from the box on my own. It would be about a week before l could get help with this. In the meantime, l sent **** ****** photos of the damaged box only to be told by him that l was worrying over nothing and he was certain that the bench was intact and undamaged. 

   

  • When l was finally able to get help unpacking and assembling the bench, l called **** ****** via FaceTime for guidance on assembly as he promised to assist with this. Unfortunately, he snapped at me for using FaceTime and promptly hung up on me. After 20 minutes passed, l left him a message expressing my disappointment that he hung up. He finally sent ONE brief text with some instructions, NOT multiple videos or messages with said instructions. This is simply a falsehood on his part! Fortunately, my gardeners were able to figure out the assembly.

   

  • Once assembled, there was indeed damage to the bench that most likely occurred during the shipping process judging by the the state of the box upon arrival. There is video, and photographic, evidence of this damage.

   

  • l sent **** ****** photos of the damage and, in turn, he started sending me hostile and threatening messages accusing me of being hysterical and inventing the damage. It got to the point where l felt so threatened and fearful that l had to block his calls/messages for my peace of mind. I have never, ever encountered such hostility from any business owner!  

   

  * The fact is that l received a damaged item, and the business has failed to offer to rectify the this. 

  Regards,
  
  
  
  ***** ******** 

   

  e refer to the attached photos/videos).l sent **** ******** the same videos/photos but he ignored them until the following day when l said that l had no choice but to file a complaint with the BBB. At this point, he sent me several threatening text messages to the point where l had to block his phone number as it was so upsetting! I have saved every text interaction that has occurred between myself and **** ******** at Bon Marche Santa Fe. I would like to have the two damaged areas, as seen in the photos/videos repaired and the repair costs paid for by Bon Marche.

  Business Response

  Date: 04/18/2023

  Because ***** was so disrespectful since day one to our staff, actually four persons were directly impacted by ******* behavior. 

  When she placed her order, we made her a favor to provide this special item to her.  We have also send her videos and photos on how to assemble it. We have promised to provide her with customer service. Quickly she seems to be already anxious but we decided to move forward with her order although signs already have show that she will be a problem.

  We received a call from ***** about the delivery and the driver refusing to deliver her. We immediately provided her with support and try mediate both parties, especially we tried to find a way to calm her down. 

  We call the supervisor of the local ***** warehouse and ***** seemed to finally calm down. She did not realize how uncomfortable she puts our team and ***** team.  The delivery finally occurred  and promised us to be nice to the driver so he can do his job. ***** had free shipping and were encouraged to pay a little extra so that 2 drivers could take her package up the steps. At this time no damages were reported, neither mentioned on the Bill of Lading, neither reported by the driver. 

  It is after several weeks after that ***** decided to question us on how to assemble the bench as we recommended. she did not have anybody to help her. It seems that she found someone finally. 

  She sent photos of the box that was stored in her garage for many days and although one of the end of the box was opened and slightly torn, it did not seem to have any issues. Her mistake was not to open the box and report damages while we encouraged her to do that. Her anxiety kept increasing. finally one more time we have reassured her although we are not responsible for assembly. 

  few days after and without giving us notice, out of the blue she called us threatening us, sending text and claiming there was many damages. she was reporting us to the BBB. From this time it went downhill. We have offered her our expertise, and we were willing to help her. We have asked her to provide us with the delivery receipt mentioning damages. She never provided photos or documents are we requested. We basically never understood was she really wanted. ***** is a veruy agitated person so it is very hard for someone to understand what she wants. 

  We could not help her, she never responded to our texts. We have record of all conversations, we do have also a testimony from the ***** driver as well that she started to fight right away for no reason. 

  Instead of being calm and reasonable she preferred to raise more hell on us and we shut down. ***** has shown the most bizarre behavior we have ever seen in 23 years of business. We could not take anymore abuse from her. We has shown many bi-polar signs. 

  Although she never provided proof of damages at delivery neither weeks after in her garage, we were going to help her but the repetitive threats over the phone made us shut down and stay away. 

  We did not want  to help ***** because her attitude was unacceptable. Originally we took the time by providing her with design recommendation and color advise when she first order, what has followed was a shame and no clients has ever treated us that badly. 

  At this time, the damages she claimed must be so minor and so easy to fix. Instead she tried to find a way to make the issue more important than it was really. 

  One more time no damages were reported. 

  We understand, our statement will not change the BBB complaint, on our end ***** has not followed the process and the recommendations we provided her. More so her attitude toward the poor ***** driver is completely unacceptable. She has lost her temper right at delivery because she did not let the driver explain himself. 

  At time we have no desire to be in contact with our client anymore. ***** is an impatient, mean and angry person that needs to respect people. 

   

  Business Response

  Date: 04/24/2023

  Unfortunately this is unacceptable answer. Funny but the flap of the box is not consistent with the damages you are referring too. One more time you have failed to disclosed the damages to ***** and the box was kept in your garage for days, possibly weeks. 

  We have offered our help, instead ***** has decided to take a different path rather than to listen at the suggestions and has immediately engaged a BBB report which has shut down. 

  We have requested for photos, bill of lading from ***** with damages or torn box written on the delivery receipt no answers. 

  Regardless, the supposedly damages or scratches can be easily fixed with a touch up spray can that can be purchased on our website in the same color. 

  One more time if ***** would not be as confrontational, we would be happy to resolve this matter

  A pair of apologies on both side is the answer. 

  Let us know 

   

   

   

  Customer Answer

  Date: 04/25/2023

  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  Unfortunately, Bon Marche’s is equally unacceptable. The most incredibly odd part of the rebuttal, however, is that they swore that they would not continue to debate this case…end of, as they found my concerns so abhorrent! VERY CONFUSED AS TO WHY THEY INSIST ON CONTINUING TO DENY/ACCEPT any responsibility for the damage incurred during shipping which I’d obvious by the evidence provided. Instead they insisted that said damage is nothing to worry about and l should just relax. 
  

  SO, SINCE LE BON MARCHE HAS OPTED TO CONTINUE THIS INDEFINITELY, DESPITE THEIR ADAMANT CLAIMS TO THE CONTRARY , IN THEIR INITIAL REBUTTAL, ONCE AGAIN, I PUT MY FORTH MY CASE:

  Firstly, l have provided ample documentation on dates and in the form of photos/video of both the damaged box and damaged bench. If they had documented everything on their end, they would be fully aware that l was recovering from a broken knee at the time of delivery and, therefore, could not possibly take the very heavy bench out of the obviously damaged box on my own. I fully explained this to them as well, but they kept insisting that there couldn’t possibly be anything wrong with the bench and they were convinced it was just fine and that l was worrying over nothing. I could not get assistance with the heavy box until March 31st and **** ****** is fully ware of this as this when he hung up on me when l tried to contact him via FaceTime for assistance with the assembly. 

  As for purchasing touch up paint from Le Bon Marche…….how could l possibly continue to deal with them in even the most basic level when the owner, **** ******, was sending me very threatening and abusive text messages to the point where l had to block his number for safety concerns.

  The bigger question remains…after reading my messages with photos/ video of the damage, why didn’t Le Bon Marche/ **** ****** simply offer to send me the touch up paint and instead opt for incredibly vitriolic and threatening replies to my concerns??
  

  Who is the mean and spiteful person here? All l did was ask for a solution to a problem that Le Bon Marche/**** ****** denied could even be possible, accusing me of overreacting, despite my evidence? 

  l believe that Le Bon Marche should send me the touch up paint without further comment. Why they never offered to this in the first place is wholly suspicious and just bad business practice. 
  

  Unfortunately, their story/ response keeps changing with zero accountability and consistency which is a concern! 

  
  
  
  
  
  Regards,
  
  
  
  ***** ******** 

   

  
  

  [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]