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Business Profile

Furniture Builders

Urbandi

Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 1 complaint closed in the last 12 months.

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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.

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  • Initial Complaint

    Date:08/12/2024

    Type:Billing 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 purchased 3 mantels from Urbandi through ******.
    - I returned the 3 mantels. (nothing wrong with the products)
    - Urbandi was going to charge me for shipping, but since the shipping fee was not advertised on ******, ****** made Urbandi wave the shipping fee. (the fee is on Urbandi's website, but not ******)
    - I returned the items.
    - A refund was issued to me by Urbandi for the 3 mantels, except for a $123.00 "restocking fee."
    - There is no restocking fee. This also is not advertised on ****** OR on Urbandi.
    - When I contacted Urbandi, they said they know there is no "restocking fee," but that they do not accept free returns. They admitted to charging me a restocking fee since they were unable to charge me a shipping fee.
    - I want the $123.00 back.

    Business Response

    Date: 08/15/2024

    Hi there,

    I hope you are well. This is an ****** customer, the item was bought on ****** and not on www.urbandi.com.

    However, attached is ****** return policy for this product. Looks like the customer was charged for the return shipping costs. 

    Let me know if you need more information.

    Best, 

    Customer Answer

    Date: 08/22/2024

    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.


    I purchased three mantels from Urbandi via ****** (gray color) on June 5, 2024 for $782.64. Before purchasing, I reviewed the return policy advertised on ****** labeled on the Urbandi page labeled, "30-day refund/replacement," which mentions nothing about return shipping fees OR restocking fees. I even read the additional return policy labeled, "Read full return policy." I’ve attracted screenshots of both return policies. 


    I placed my order and received the products. They were not the color I wanted. I ordered three more mantels from Urbandi in a different color (aged oak), which I ended up keeping. I began the process of returning the original three mantels in gray color.


    During the return process, it became apparent that Urbandi charges customers shipping costs to return products. While this is advertised on their company’s independent website, it is NOT advertised on the purchase page on ******’s website (where I bought the items from). I requested that Urbandi waive the shipping fee since it was not advertised on the return policy listed on ******. They denied this request. They submitted a screenshot of their company policy from their website which says that shipping costs must be paid by the customer. However, since this was not advertised on the website from which I purchased the items (******), I submitted a complaint directly to ******. ****** pushed Urbandi to waive the shipping fee, which they did. Urbandi sent me a pre-paid shipping label to return the products free of charge. I was happy that my issue had been resolved! 


    However, once Urbandi received the mantels, they issued a partial refund in the amount of $659.73. I should have received the purchase price of $782.64. They withheld $122.91 for a “restocking fee.” Once again, Urbandi’s return policy on ****** never mentions a “restocking fee.”  Urbandi denied my request for a refund in the amount of $122.91 because they stated this fee was advertised in their return policy. Once again, they attached their company policy from their website which says that shipping costs must be paid by the customer – however, it did NOT mention a “restocking fee.” It seemed as if they were charging me for the shipping fee again under the guise of a “restocking fee” because they were determined to recoup their losses one way or another (since they first failed to get money from me by charging me for shipping fees on the front end, they attempted to get money from me on the backend by fabricating a made-up policy about a stocking fee). I brought this to their attention, but they only replied, “we do not offer free returns.” They never addressed the fact that they were using a policy to charge me restocking fees when the policy never mentioned this fee (and even if it had, this still would have been unethical because this policy is NOT accessible or advertised to customers on the ****** website). This is highly unethical and an outright lie!


    For months now, I’ve been in communication with both ****** and Urbandi. At one point, ****** sided with me and told me that my refund of $122.91 would be issued. I have this documentation. I waited for two weeks, but never received a refund. I contacted ****** who began the process over again with Urbandi, who still continues to reject my request. This is why I have gone to the BBB. 


    To make matters worse, I am a customer of theirs! Although I return the three gray mantels, I still purchased and kept the three aged oak mantels in the amount of $714.45. So they still made money off of me! Even though they’ve treated me poorly, I STILL made a second purchase from them. Why treat customers like this? I wanted to buy more items! 


         * Has the company addressed the issues of this dispute?  - No

         * If not, why? - They continue to not address the issue outright or take responsibility for not properly advertising their return policy AND trying to charge me for a fee that is not within their own return policy. 

         * If an offer of resolution was made, has the company fulfilled the proposed offer? - N/A, no offer of resolution was made.


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

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