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Terrible customer service - will never do business with them again!
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On May 29 2012, I called DA Stores/Modern Furniture and made it clear to the sales associate, Lidia, that I had ordered a beautiful lacquered desk to accompany me on a move to Toronto Canada and explained that the piece must be delivered by the week of June 20th, that it would be delivered to my garage (curbside delivery) and remain in packaging until my move to Canada. Lidia advised me that I should inspect the outer packaging upon delivery and it would be fine to store in a clean dry place on a pallet in my garage. The desk was delivered on June 9th and was not opened until June 20th (per the moving company's suggestion) as the mover's needed to inspect all furniture before loading the truck for the move to Canada. The original packaging was opened and we immediately realized that the upper right corner of the desk had been damaged in transit.
I called DA Stores immediately and provided photos as documentation and have had a total of 26 phone calls and 3-4 email exchanges with them and initially they were sympathetic and promised me that the desk would be exchanged (until they realized that the desk was out of production until August 29th) then they offered me 100$ to have it "fixed" until I spoke to a furniture repair technician who advised me that the desk was irreparable (it has a special lacquered veneer), then they told me that I would have to pay $550.00 to ship it back (because it was damaged and I wasn't willing to accept it), then they told me (after 26 phone calls and several emails) that I would be responsible for the full cost of the desk - $1450.00 because I didn't report the damage immediately (which is not in line with their own return policies as stated on their website which allows for 30 days to return/exchange a piece). They literally tried to force me to accept the desk until I spoke with my credit card AND the manufacturer (who inspected the pictures and suggested that DA Stores/Modern Furniture was handling the situation poorly).
I have since alerted my credit card and filed a dispute, have made a formal complaint to the California Better Business Bureau. In preparation for my move, I purchased almost 30K worth of furniture for my new loft in Canada and I ordered furniture from Y Living, All Modern, Wayfair, Hayneedle, Design within Reach, Restoration Hardware (outdoor furniture) and can honestly say that I have had an amazing experience with each of these retailers. I will NEVER ever work with DA Stores again. Their customer service is terrible, the representative that I spoke with over a dozen times (Lidia) had no authority, her supervisor, Marie Thomas, never followed up, refused to return phone calls and could not be reached, the owner, David Rashidov promised to try and work out a mutually beneficial compromise and then did not follow up as promised. Very very disappointing experience with lots of stress and frustration."
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