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Merchant Member
2022-11-25
1/5
Awful Company - We have had to take action against them
"This is a bit of a read, but our experience with Eternity Modern (EM) was so awful that we are taking action against the company, and we wanted other consumers to be aware of our experience.
On October 29th, we ordered the Eames Arm Chair from EM. We never received a confirmation email or a receipt, so we reached out to the company to make sure they received the order which they did. We were provided with an order number only, and still do not have a receipt for the chair.
The chair arrived on November 8th, and we opened it immediately. We took the ottoman out first and brought it in the house, and realized that the leather was brown when we wanted it in black. We were confused because at the time of the order, we thought their website only displayed the chair with black leather despite displaying the 3 options for the wood veneer. We don’t remember even selecting a leather colour, and of course never received a receipt or official confirmation of the order. We immediately reviewed their “no hassle returns accepted within 7 days of delivery” return policy to find that it is, in fact, not hassle free. The client is responsible for shipping the chair back and shipping the new chair as well which isn’t in line with what we see with other online furniture companies but we were willing to accept it at the cost posted on their site under shipping and returns ($159.00, which is what it cost to ship it to our home).
We advised EM within hours of delivery, and they responded to us a day later that it would actually cost $790.00 to ship it back, and then their regular rate of $159.00 to send the new chair back would also apply. We were shocked, especially given that we weren’t even really sure we had ordered the chair in brown to begin with. But also because we shop online regularly and have never heard of anything this outrageous. We highlighted a number of points to the company, including the fact that their photos misrepresent the chair, and interestingly enough they now seem to have added pictures of the different leathers (we took screenshots of the website advertising once we were advised of the cost to exchange, and there was only black leather at that time) . As per their policy, we were advised to keep the chair in its original packaging so we re-packed the ottoman and never even took out the chair – we told EM this.
The company proceeded to say they wanted to find a resolution which made us hopeful, but from here the situation dragged out for two more weeks. They offered to exchange the cushions only, but we would still have to pay about $300.00 shipping. We were ok with this, but the responses got more and more delayed and there was inconsistent/incomplete information being provided to us about how to proceed. Eventually, they told us to package the cushions and when we finally took the chair out of the box, we saw that it had a number of deep scratched on the wood veneer.
EM asked us for pictures, which we sent. We sent two additional emails asking for a follow-up after this, and eventually told them that we had started a charge back claim with our credit card company and that we would be filing a complaint with the Competition Bureau.
The COO of the company wrote me back the next day outlining a narrative of events that omitted a number of crucial points and told me that in order to be eligible for a refund we had to tell them about the issue within 3 days and that we would just have to fix it with a wood touch up kit. Essentially, because we trusted their intention to find a resolution about the cushions we missed the absurd 3 day deadline and were out of luck. We had even offered to accept the damage to the chair if they would just send the new cushions, but this is the response we got.We expect they may respond to this review with another inaccurate account of events, and so we would be more than happy to share our entire email communication chain with anyone who wants to verify what actually happened.
As a service provider and business owner who regularly purchases furnishings and décor online from a variety of companies, I am appalled at EM’s behaviour and approach to client care and have never experienced anything like this or left a bad review before. They seem to believe they’ve done nothing wrong, so it will be up to the Competition Bureau, my credit card company, and the courts if need be to decide. At the very least, this company is simply not worth ordering from because of their unreasonable return and exchange policies that make it so it’s not worth it to return/exchange anything. There are so many wonderful companies to order from online, and no reason to risk it with EM knowing that if anything goes wrong, you’ll get treated as we have."
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