Furniture arrived damaged - how much credit back

[redheadbaker]

I ordered a new sideboard for our dining room on Overstock/Bed Bath & Beyond. The thing is solid, weighs nearly 300 pounds. It arrived with a small (given the overall length of the thing) but still noticeable scratch. About 2 inches long on a 74-inch cabinet. 

I called customer service, who had to transfer my case to a "specialty team." 

I don't want to ship thing back for a new one. H and I together could barely get it in the door. I'd rather repair it with a filler stick or something (its probably going to just get covered in clutter soon anyway   ). 

How much of a discount do you think would be fair? 

[lilafowler]

$87 and half a pack of Kools.

[archiethedragon]

Oct 25, 2023 19:08:21 GMT -5 lilafowler said:

$87 and half a pack of Kools.

Tough but fair

[livinitup]

50%

[madringal]

Overstock is notoriously generous in these kind of situations. I’d see what they offer and then ask them to double it.

[redheadbaker]

Oct 25, 2023 19:30:21 GMT -5 madringal said:

Overstock is notoriously generous in these kind of situations. I’d see what they offer and then ask them to double it.

Good to know, thanks! 

[sparty04]

I wouldn't be surprised if they send you a new one and tell you to keep the old one (based on the amount of slightly damaged furniture I see for sale on fb marketplace)

[redheadbaker]

Oct 25, 2023 19:42:28 GMT -5 sparty04 said:

I wouldn't be surprised if they send you a new one and tell you to keep the old one (based on the amount of slightly damaged furniture I see for sale on fb marketplace)

Holy crap, I hope not! Dealing with one of these massive things is enough! 

[Susie]

I bought a bed from Overstock/BBB in September, that I had sent to my dad's vacation house.  It arrived with a ding in the headboard.  Since it was still in stock, the only remedy offered was a replacement.  We took it, and now we have an unmarred bed there, but it was a total PIA.  

I was expecting them to just say, keep the old one, but nope, they wanted it returned and sent me a prepaid shipping label to send it back across the country.  It was an 87 lb. package, and while I was doing all the arrangements behind the scenes, my dad was the one handling the actual package.  He had no way to get an 87 lb. box containing a bed frame back to a UPS shipping point by himself, so even though they sent me a prepaid label for the return, it cost me $20 or so to request a pickup.  Even if it wasn't remote, it would have been a struggle to deal with.  I don't have a truck to toss the package in, to run it over to Staples.

[dancingirl21]

So companies like this are just the middle guy. They will give you whatever discount then go back to the manufacturer and say there was a defect and get their money back.

I learned this by ordering a decently expensive patio set last spring. My husband started putting it together (and he’s handy) and the first 3 bolts stripped. He told me to send it back. I called Wayfair to ask how to send it back. They told me on the spot they would give me a full refund and I could try to fix it and use it, or donate. I did have to send pictures to verify my story. I was sort of flabbergasted and said we could send it back if they picked it up and the customer service rep was all, “nope. Do want you want with it.”

My husband went to Home Depot and got better screws that had no problem, so we got a free patio set.

All that to say, push for what you want. They will likely give it to you.

[lilafowler]

Oct 25, 2023 19:10:55 GMT -5 archiethedragon said:

Oct 25, 2023 19:08:21 GMT -5 lilafowler said:

$87 and half a pack of Kools.

Tough but fair

I’m sorry I couldn’t help it. I know it’s juvenile.

[mokes]

I bought a really large, expensive mirror for my entryway that had damage ... it's visible but not easily seen. The company offered me the option to either return it (and they would come pick it up) or give me 20% of my money back (which was like $160). I took the money and kept the mirror. I planned to fix it with wood filler but it hasn't bothered me so I haven't done it.

[killercupcake]

Oct 25, 2023 19:42:28 GMT -5 sparty04 said:

I wouldn't be surprised if they send you a new one and tell you to keep the old one (based on the amount of slightly damaged furniture I see for sale on fb marketplace)

This is what they did when my moms armchair came broken.

[Roc A Bee]

I bought a mirror from Target that came damaged (frame not the mirror itself). They told me to keep it and refunded me $100%. I fixed it with some wood color crayon things.

So I’d expect a full refund.

[mcppalmbeach]

I hope you don’t mind me asking about your experience We just ordered a large sideboard from an online retailer, but they also had the same one at BBB/overstock. We had seen it at a local store, but it was $1k more plus $250 for delivery and this one shipped free. Shipping was free for over $60 purchases that were not freight and this one wasn’t considered freight. I’m not sure how it wasn’t considered freight though because it’s so big…85” long and 36”. It is supposed to be curb drop off. So they drop it at the base of my driveway. I have no idea how we are going to get it in the house. There was no upgrade option to pay for them to bring it into my house or at least up to my porch/ with this particular retailer. Which sideboard did you get and how on earth did you get it in the house

[heygrey]

How much would you pay second hand for this item knowing it was damaged? For me, it would probably need to be 75-80% off. I might give extra points to the retailer if I didn't have to send it back and it was a minor blemish that would be covered by decor and/or I wouldn't care about long term. Minimum 50%, but I'd really try for more.

[ECB]

Oct 25, 2023 20:08:20 GMT -5 mokes said:

I bought a really large, expensive mirror for my entryway that had damage ... it's visible but not easily seen. The company offered me the option to either return it (and they would come pick it up) or give me 20% of my money back (which was like $160). I took the money and kept the mirror. I planned to fix it with wood filler but it hasn't bothered me so I haven't done it.

this happened with me twice with wayfair. I had to send pics, but they gave me 20% back. Both issues werent that bad - one I colored in with a sharpie! But the stuff was damaged and they were quick to work with me.

I could have returned the items, but that was more pain than it was worth.

[mainelyfoolish]

Many years ago I ordered a bedroom set from an online furniture store and I didn’t discover the dresser was significantly damaged until after I’d accepted the delivery. It wasn’t usable. The company eventually shipped me a new one, but I was stuck with the damaged one that I had to dispose of. It was very inconvenient and it cost me money to trash it.

A few years ago I bought a bookcase from Target that had a small bit of damage on a piece of trim. They were going to ship me a new one but I asked if they would instead give me a 10% discount if I kept the one I had and they agreed. I was able to fix the trim with wood glue and the damage is hardly noticeable. Win/win.

[redheadbaker]

I don't know if things have changed since Overstock acquired Bed Bath and Beyond, but this has been the most aggravating experience. Every time I called, they said, "we have a dedicated oversize delivery team, they'll get back to you." Never did. I had to call a third time and demand to speak to someone.

They only offered 10% credit for the damage. I asked if they could go higher, they refused and said it was that, or they'd send someone to pick up the old one and replace with a new one. I opted for the replacement. I should have taken the credit.

The new one arrived, and they said they had no orders to take the old one. Trying to get a hold of someone at BB&B to get this old one out of my house before Thanksgiving. ARGH.

[bex1973]

If you were only charged for one I'd be pointed with BB&B and tell them if they don't get it picked up by X date that you'll assume you get to keep it for free and then I'd sell it cheap online with the stipulation that it's heavy and they must transport themselves. All that with the hope that will that will create some sense on urgency on their part.