We are working hard trying to recover the money we paid to Carolina Farmhouse. I've emailed asking them kindly to refund our money.
We seriously do not care about getting a free table, we simply were more concerned about when we'd receive our paid for items.
So on Monday I had to end up filing a Better Business Bureau complaint. Now for the last 5 plus months no one from Carolina Farmhouse has called us. When I wasn't getting a response my husband attempted to call & left voice messages on every phone available on several different days (no one picks up).
Of course Tuesday morning as soon as they received the BBB complaint they call me. It took me filing a complaint to get them to call us. I had missed the call because I was with my dad looking at mobility vans. In all the times we've called or emailed our simple request was "can someone just give us a time frame on delivery?".
The message on the voicemail was basically telling us that we could charge back our credit card to get the refund...we didn't pay by credit card. We paid via Paypal through our bank account because it was from the insurance money to replace items we lost in the fire. Then the message was simply saying that sense we filed the complaint at BBB that they could no longer honor & make us Farmhouse Family (well...yeah we were counting on that after we asked for a refund).
I've attempted to ask for clarification on the refund....still no response. I ended up calling the police department in their town. The officer I spoke to said "yes ma'am I am quite familiar with this company". They have had several people calling from all over the U.S. trying to get some help. Thing is they are not doing anything fraudulent. They are fulfilling orders.....just at a very extremely delayed time. At this point don't you think the right thing to do is offer your customers the option of a refund?
The officer said that the owner herself admitted that they have just gotten in way over their heads. She actually took on a role with another company to try to help her on the business aspect. He also told me I should go through the Attorney General office & the Fair Trade Commission (FTC). Gosh...really how sad is this? This is not what I want to be dealing with right...I've had a full plate for almost a year now - enough already!
All we wanted was communication as to when we could expect our furniture.... We understand that sometimes things happen in life & you've had a growth spurt. Hey listen I think that is awesome, but if you can't keep up with your orders you gotta make it right with the customer. I think it'd be better to lose a few orders & grow your company than to get yourself in a situation that complaints are floating all around about your company...that's going to take much longer to dig yourself out of.
I think right now what stings is seeing on Facebook a lady placed an order for the exact dining table we were getting....in November...she received it in mid-February. We paid for our items in October...it is now mid-May and they say that they provided us excellent customer service. I think not. We were humbled by them wanting to give us the table but you can't use that against us now. In fact it took them no time to take our picture & profile off their website... According to them there is not enough hours in the day to give us a call or shoot us an email to give us a status update, but it took them no time to call after we were forced to file a complaint or no time to remove us from the website. How do I stay not angry/upset about this situation? I wish I knew....
I hope the karma gods are looking down on this whole situation.
I am sorry that I am bringing such a debbie downer to my blog, but I hope that this information helps someone else make a better decision than we did. I will be providing updates only so that if someone else decides to pay with something than a credit card what actions can they take to recover their money!
On other news....I am busy planning a certain almost 3 year old birthday party. Gosh how time flies...my baby is growing up :)
Hope everyone had a wonderful day!!
Update to "a big ole let down"....Carolina Farmhouse
Wednesday, April 17, 2013
Posted by Lynn Fern at 5:47 PM
bbb. Better Business Bureau, Carolina Farmhouse, Cary North Carolina, Dan Utt, Farmhouse Furniture, Kelly Utt-Grubb, Ripoff Report, Sam Utt-Grubb, thanksforward, utt-grubb ventures, WRAL, Yelp
All things DIY, home improvement, tutorial, decorating, furniture painter, furniture refinisher. Lynn Fern simply living life and enjoying the journey as I create the destination. I have a love for design, DIY, travel and making our house a home. Most importantly, I love my family and enjoy creating a place to discover & create memories for our journey.