- Report: #1305517
Complaint Review: Concept Baths and Interiors - Hayward California
Reported By:
David -
Cranberry Twp, Pennsylvania, United States
Submitted:
Updated:
-
Author Confirmed
Why?
Concept Baths and Interiors
1680 W. Winton Ave Hayward, 94545 California, USA
Phone:
(510)259-0735
Web:
http://www.conceptbaths.com/
Categories:
Business Rating:
(0)
Tell us has your experience with this business or person been good?
Concept Baths and Interiors Vanity came damaged and Customer Service says "too bad" Hayward California
*REBUTTAL Owner of company: The customer didn't bother checking noticeably severely damaged shipment and accepted it as in good order, asked for free replacement
*Author of original report: That rebuttsl should give you an idea of their customer service!
*Author of original report: Concept Baths and Interiors makes good on troubled delivery
Report Attachments
I ordered a bathroom vanity from this company and paid in full by credit card in the amount of $1685.00. 2 weeks later the vanity arrived (4/28/2016). The vanity came in a large box heavily wrapped in plastic. The driver left the box on my driveway because it was too big to get it any closer to my front door.
It was pouring down rain that day and I looked at the box from my doorway and it appeared to be damage free. I signed the paper and off the driver went. Fast forward a couple hours later after the rain had stopped, I began to open the box. The first thing I noticed after I removed the heavy plastic wrap was a hole in the side of the box (looked like a forklift made) the damage reached the vanity but it was a rather small dent. I grimaced but it wasn’t enough for me to complain about.
The vanity was well packaged and it took me some time to finally get to the vanity itself. This is where the trouble began. The marble back splash was completely broken in 2 and the marble double sink was cracked in 3 different places. I immediately stopped and called them and told them the damage report. The man from the company did not even say sorry or anything. He just asked if I signed the delivery paper. I said yes and then he said too bad that since I signed that waived him from their liability of loss. What kind of customer service is this?? I emailed them pictures of the damage and they said they would file a claim with the carrier. But given the fact that the shipment was accepted with no exception noted on the delivery, they are not sure if the carrier will honor the claim or not. Of course the carrier is NOT going to honor the claim. Fast forward to 5/13/2016 here is the response from the company: (no surprise here)
The carrier has completed the investigation. They've concluded that the shipment was delivered without exception. This could be considered that the goods were delivered in good conditions. However, as a good faith attempt to settle this matter, Daylight has decided to pay a settlement of $395.01. Please understand that your sign of the delivery receipt without noting the visible damage on the packaging and failure to inspect the shipment under such circumstance have waived our liability of the loss. Please consider this as the final payment of the claim.
We will credit $395.01 to your credit account in 10 business days.
So here I am with an unusable vanity and out $1700 bucks. I just can't believe a company would run their business this way. Not even one time did they mention a replacement or refund!
3 Updates & Rebuttals
Concept Baths and Interiors makes good on troubled delivery
#2Author of original report
Tue, May 31, 2016
After speaking with the owner, they have agreed to refund my money for the damaged vanity. We have reconciled our differencies and that has restored my trust in them. They seem like good folks and I do believe this is a reputable and trustworthy company to do business with.
That rebuttsl should give you an idea of their customer service!
#3Author of original report
Thu, May 19, 2016
What part of "after I removed the heavy plastic wrap I noticed the hole" do you not understand? Not to mention it was pouring down rain! If this rebuttal doesn't scare you away from this disreputable company, I don't know what will. An honest company replaces damaged products. They don't say blame it on everyone else. Don't get ripped off like I did. Stay away from this company!!
Rebecca
Hayward,California,
USA
The customer didn't bother checking noticeably severely damaged shipment and accepted it as in good order, asked for free replacement
#4REBUTTAL Owner of company
Wed, May 18, 2016
We carefully inspect all materials before shipping. We 100% guarantee all new products to be in new condition and in the original packaging. Our freight shipping damage chance is very low, but the reality is that damages happen occasionally.
To ensure a smooth claim process in case of damage or loss, we provide detailed instructions to our customers on how to accept a freight shipment. A link to the instructions is displayed on every page of our website, conspicuous position on the product description page, and attached on the outside of the packaging . Furthermore, the customer is also required to review our terms at the time of placing an order.
Our shipping and delivery policy including shipment inspection guide can be viewed on our website. Specifically, any external evidence of loss or damage of shipment is considered visible loss or damage and must be noted on the bill of lading and signed by the carrier's agent (driver). Failure to adequately describe the visible loss or damage could result in the carrier delaying or refusing to honor the freight claim, and we will not be held responsible in any way in that case.
In this case, the customer didn't bother checking the very noticeable, severely damage on the shipment and accepted it as in good order, and asked for free a replacement item.
The picture sent from the customer shows a big hole (approximately 4"x 4") on the outside box which is a red flag of possible damage to the material inside, and further inspection into the goods inside is necessary(as indicated by our instruction). According to the customer, he noticed that hole on delivery but he simply omitted it because he thought the overall packing is fine.
Despite of the clear sign of damage on the packaging and the high value ($1685) of the item, the customer did not follow our instruction to inspect the shipment and as consequence the carrier refused to honor the full amount of claim. Per our policy we can't accept the customer's claim for a free replacement item, however, as a good faith attempt to settle this matter, we will refund the amount of the settlement that the carrier honors.
Report Attachments
