On October 26, 2020, I received an email from Kiana P***** at Kardiel advising me that the product was out of stock. My credit card was used for the purchase with a charge of $917.96. On October 24, 2020, I made an online furniture purchase from Kardiel. a couch which is light grey on their website is actually lillac. The business has been sending back the same answers (return paid by customer under conditon that the couch doesnt match the swatches) without providing any resolution in all the communication when the actual issue is clearly product misrepresentation eg. The business has not changed their resolution and is still trying to charge for the return of their misrepresented product. They insinuated that they will accept the return "for inspection" which is what they stated in the first place. The business is still trying to charge an exorbitant amount to return the couch to them. Also the swatch does not show the purple shades, but the couch in its entirety is purple.Ģ. I have already informed the business that the swatch matches however the product is nothing like the website description. The original complaint is that the product is misrepresented. The business has offered no new resolution method. I would like at least a credit of 25% as I was misrepresented and so was the return policy from the company.ġ. Sending samples to customer for review? Customer requested Stone & Timberwolf, didn't receive. Return of the couch with the customer paying for freight? customer learnt that return policy is actually misleading. Issue: how can 15% be measured ? (Unanswered) Return the couch, if different by more than 15% Kardiel will reimburse the shipping cost. Customer should be aware that shipping costs are more than 5x the initial cost. You are also misrepresenting your return policy as you do not inform customer of shipping cost for a return are different than initial shipping costs. In any case, this is a misrepresentation of product. I also requested swatches which I haven't received. The couch is nearly white on the website, whereas the received couch is a dark lilac. No monitor nor picture should be that much different. This is not correcting any of the issues. We do feel it is very important to stick with the policy to ensure every customer gets the same resolution. I know this is not the answer or resolution you were hoping to hear and for that we are truly sorry it did not work out. However, we do charge actual freight for a return, this is notated on the website as well as the order confirmation which we trust is reviewed by our valued customers to avoid any surprises. We do not charge round trip freight like some other online retailers. This is the amount we paid to get it to you. To address your shipping cost concern, although we charge $87 for shipping a large item, the actual shipping cost for a sectional ranges from $250 - $600 on average. We are sincerely sorry the color did not work out for your space. This is why we highly recommend ordering swatches before making a purchase or requesting us to ship the item to you. I work on two monitors and the same image on one is blue while the other is green. Colors can not only vary from different lighting but can also vary from monitor to monitor. Please let us know if you need any further assistance! I have attached a screenshot of your tracking information as well as a few of the conversations in which our service representatives assisted you with. We appreciate your feedback as it does help us to improve in the future. I apologize that EFW was not able to follow through with the appointments made on their online scheduling system, please rest assured that we have filed a complaint with them about this inconvenience they have caused you. I see that once the shipment was picked up by our carrier, the freight arrived in the destination city in the time we advised. The timing of the order did have some extenuating circumstances due to being the week of Thanksgiving, there were less business days in that week which caused what seemed like a delay. We do our best to give an accurate delivery expectation, however we are also careful not to promise things beyond our control. I see that prior to ordering your items, you chatted with an agent who advised that the orders take 1-4 business days to process and ship, and after that the shipment would take about another 2 weeks. Hopefully you are already enjoying your new furniture! I also was able to check the tracking, and it appears your order was delivered today. I was able to find the communication you had with a few of our reps through the online chat feature. We do look at all situations carefully and seriously. Thank you for your feedback on your experience.
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