Forgotten furnishings

COMPLAINT: Brad Scott, Hinsdale, Fla.

"I hired By Appointment Interiors to furnish my condo. I sent them my floor plan, and they generated a design and posted pictures of the furnishings on the website. This isn't what really happened and my new condo was furnished differently from what was on the website. Two lamps are very different.

"They claimed that the website is 'example only' and they can substitute on their own without approval. Also, the bedroom chest they ordered didn't fit in the room. They returned it and said I'd get a refund, but I'm responsible for the restocking fee. An entrance-way piece and the lamps in the master bedroom are damaged. They've said they'll replace them, but it's been months."

DESIRED RESOLUTION: "I'd like a refund for the chest, the damaged items replaced and the lamps replaced with those shown on their website."

RESPONSE: Julie L. Johnson, president, By Appointment Interiors

"We are doing everything in our power to resolve this matter. Our contract states we cannot be held responsible for manufacturer's delays. The member will be given a refund for the misfitting chest when his package is finalized and signed off.

"He agreed with the package on his personal web page and in the contract. I'm very disappointed that he's still questioning our services after three trips we made to his home from our offices in an effort to resolve [the issues], all of which have been out of our own pocket. At no time was he asked for additional fees to cover rising gas prices."

STATUS: Penalty Box

Editor's Note: By Appointment Interiors is in the Penalty Box for breaking their promise to the member.