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Rileighs Outdoor Decor complaints

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1053 North Plymouth Street
Allentown, PA 18109 | Get Directions

(877) 444-8888

http://www.holidayoutdoordecor...

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Total Amount in Dispute:
$10,710.00

Total Amount Settled:
$0.00

Complaint Experience

100%

Complaint Resolution Index (CRI)

Complaint Resolution Index (CRI) Explained The Complaint Resolution Index (CRI) is an indicator on how responsive a company is in addressing and resolving customer complaints brought to their attention by BCA. If they are considering doing business with the company, consumers can use this indicator to forecast the likelihood of having their issues addressed if a problem arises. CRI measures the company's customer satisfaction abilities through BCA’s complaint mediation process.

A variety of factors are considered when calculating CRI. This includes how quickly a company responds to complaints, the number of complaints against a company, whether the company addressed complaint allegations, and the outcome of the complaints. CRI is just a subset of the overall rating for the company. Consumers are encouraged to take into consideration the company's CRI, their overall BCA letter rating and other relevant information about the company so they can make a well-informed purchasing decision.

BCA's Summary and Analysis:

Our complaint history for this company shows that the one complaint brought to the company’s attention was responded to and given proper consideration.

Complaint Closing Statistics

1 complaints against Rileighs Outdoor Decor closed in last 3 years.

Complaints	Type of response
0	Making a full refund, as the consumer requested
0	Making a partial refund
0	Agreed to make an adjustment
1	Refusing to make an adjustment
0	Refuse to adjust, relying on terms of agreement
0	Unanswered

1 complaints against Rileighs Outdoor Decor

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1/25/2022

RESPONSE: Refusing to make an adjustment Amount in Dispute: $10,710.00 Amount Settled: $0.00

Customer Complaint

1/4/2022

Ordered an 18ft outdoor artificial tree from Rileighs Outdoor. Specifically spoke with Jason multiple times about needing someone to show us how to put together, instructions and the delivery date so I could coordinate with our grounds crew. All of this correspondence was via phone. Email correspondence was poor. Jason was adamant about text or call. After initial light color problem was solved, I had to follow up with them multiple times regarding delivery. Received a response email from Jeremy, Shipping Manager, about delivery 2 weeks prior to delivery date, confirming delivery of 11/30 . The tree arrived on 11/29. Scrambling we were able to have crew there to have it delivered. Driver arrived with NO one to show us how to put it together and NO instructions. After calling the company, in which no one works at on Monday, except the receptionist, I left a voicemail about our dissatisfaction and frustration with Jason (who did eventually call me back) and CEO/COO of company, whom did not call back nor respond. Once my crew did figure out how to get the tree together and started to arrange, they found that the bottom frame was welded incorrectly, the connection is welded on the wrong side. Upon speaking to Jason regarding that, he offered to send us a new piece (we have yet to receive said piece) and he told us just to zip tie it together. For spending $10,000 on a piece of décor you'd expect better customer service. Resolution Sought We would like to receive the correctly made piece of the framework and have the delivery fee removed from our bill.

Company Response

1/13/2022

Thanks for reaching out on the feedback you received. I did some internal research and confirmed our initial service didn't meet our usual standards. The customer has legitimate feedback regarding the lack of instructions and the 1 day delivery ahead of schedule. We did call her back after she left a message but it was our VP of Sales, Brian, that called her and she confirmed that everything was taken care of. She confirmed she received the correct piece of framework in December. We also committed to working with our product team to improve our assembly instructions although this will take some time to accomplish for all our products. I see this complaint was made in January although the customer confirmed everything was resolved in December. The request for the credit of the delivery fee wasn't made before and we don't believe that is warranted given we delivered early. We believe our efforts after the sale resolved the dissatisfaction complaint and we are taking actions to improve going forward.

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