Complaint Review: The Online Store - Chatsworth California

On December 4, 2008 I purchased a student desk and hutch ($690.00) for my daughter from an online store called The Online Store. I had to email and phone the company several times to find out where the merchandise was, but finally received it on January 20th, 2009. My husband and the driver of the truck from Wilson Trucking Company checked out the first box. All seemed to be in order so he signed the shipping papers. Upon inspection of the second box he discovered that the desk was severely damaged. He called the shipping company who advised him to contact the store. In the meantime he took numerous photos of the damage.

When I arrived home shortly thereafter, I immediately phoned the Online Store and spoke to Eric (#104) about the damaged goods. He told me that it was not a problem. All I needed to do was to email the photos of the damage and also the online receipt of the desk/hutch, and that they would have the damaged furniture picked up and soon after deliver a new desk and hutch.

I waited and waited for someone to pick up the furniture, but no one ever came. I sent emails and phoned, but my messages were not returned. Finally in mid February Garrett Moran emailed me that he would check into it. I again did not hear back. In March I phoned the company and stated that I no longer wanted them to replace the furniture, I wanted a complete refund. Since I purchased the furniture through Paypal, I tried to get my money back, but was informed that it was too late to refund or for me to file a complaint.

I contacted Garrett Moran again and he told me that since I had opened a dispute with Paypal there was nothing more he could do until the dispute was closed. I explained that there never was a dispute because Paypal had closed it immediately. He said he would have to wait until he had that in writing from Paypal. I kept checking back and he said he had not heard that the dispute was over. Then he told me to send an email stating that I would not open a new dispute through Paypal and once he received it he would have my desk picked up and refund my money.

Nothing ever happened.

In April after numerous emails and phone messages asking when I would receive my refund Garrett informed me that once I shipped the damaged furniture back he would credit my account. I found a complaint about the company online (((link redacted))) from a customer who said that he received an order that was damaged from The Online Store and when he shipped it back they never refunded his money. I was not about to ship the merchandise back when I felt it was the responsibility of the company to incur the cost of shipping, not the customer.

May 19th, 2009, again after numerous emails and phone messages, I received a reply stating that he, Garrett Moran, would check to see if he could get it picked up and then credit me. June 19th I sent another request as I had lost my job as a teacher (fired and rehired later) and seriously needed the money refunded. I received an email stating that he would check with accounting and would get back to me. I didn't hear back.

I finally called Garrett on July the 27th or 28th. He told me that he couldn't get the shipping company to cooperate since we had signed the shipping papers stating that everything had arrived in good condition. I begged and pleaded. I asked for the shipping company's name and phone number. He said that he was the middle man and could not give out that information.

On my own, I investigated and found out the name and number of the shipping company: Wilson Trucking Company. I contacted them and asked the manager if he had ever been contacted by the Online Store regarding my order. They said no, and if fact no longer did business with the company because they refused to pay their bills.

Maggie

Asheville, North Carolina

U.S.A.

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