Unicahome

Full review
I am moved to write this review by my horrible experience with purchasing from http://www.yelp.com/redir?url=http%3A%2F%2FUnicahome.com. On January 12th, 2009 I ordered a fancy expensive coffee grinder that had been listed on the Unicahome website as %25 off overstock. This amounted to a 60 savings. I called Unicahome customer service days prior to my decision on the 12th to order the grinder. I had read the Return Policy as explained on the website prior to my call; and i was clear that overstock & clearance stuff could not be returned, but i was unclear on whether that policy held true in case the item was found to be damaged, and whether or not an exchange was treated as a return. I asked the representative whether the grinder was in good condition, and i asked about the policy in case my order was received damaged. The representative told me the grinder was in good condition(no doubt didn't even look at it), and stated that there was a "30-Day Damage Return Policy."

Luckily I decided to call again a day or two later, still prior to my foolish decision to place the order. This time, I asked the same question about what if i ordered it and received it damaged. The representative told me that i had a "10-Day Damage Return Policy." This discrepancy between what the first person and the second person told me was the first clue that Unicahome is not a together, well-run company but rather a band of disorganized hacks. I was sharp enough to at least ask the name of who i was speaking with, so as to have some measure of proof that i was actually told what i was actually told when i was actually told it.  I said, "May i ask whom i am speaking with," and the representative identified herself as Carrie.

Failing to properly heed that first clue, I saw fit on the basis of the Damage Return Policy to place the order on January 12th.  I did, however, use the comment form on the unicahome website to reiterate in writing the question i asked over the phone about the Damage Return Policy.  I should note here that i never received the confirmation email i was expecting after i placed the order.  On January 16th, i received a call from 702.616.9280 and it was a rep calling to respond to my written question.  The rep asked me to confirm my email, which they had correctly, but the rep said when they tried to send me an email "it bounced back."

My email address works perfectly fine for all the other companies i've made internet purchases from.  The rep told me that in response to my question, they do do an Even Exchange in the "unlikely case" of damage, but that in MY case it was the last one so in the unlikely case my grinder was damaged, i would be issued a refund.  So, their story was changing a little here but nothing unacceptable.

The order arrived in minnesota on January 20th.  I found it to be both flawed and damaged--no wonder they were selling it on overstock for 25% off, even though they had assured me it was in new condition prior to my order.  The damage was rust, and the flaw was imperfect wood joining of the wood panels.  At this point, i got smart enough to realize I was not dealing with a very upstanding company, and i surveyed the customer reviews of Unicahome available through a googlesearch.

I read one review where the guy said that they didn't actually respond to him until he filed a credit card dispute. This was a key piece of information for me, as i will explain.  I called 1.888.898.6422 which they listed as the phone number i should address any order problems to, and at first they told me i had to take up my issue with "mailto:returns@unicahome.com."  I rejected this and argued with the rep, because the brochure enclosed in my order says specifically "if there are any problems, or you wish to return any part of your order, please contact us immediately by PHONE OR E-MAIL and we will resolve the problem and/or issue a return authorization number."  At one point they were telling me that the Returns Manager was in a meeting, unavailable, and i was calling back periodically every 15-20 mins to try to reach the Returns Manager.  After I convinced the representative that i was calling to address my return problem instead of emailing to do so, it was still a CHORE to get her to give me a Return Authorization Number.  She was essentially trying to convince me that since it was damaged, they would be willing to issue a Store Credit but not a Full Refund.  I managed to get a Return Authorization Number from her, and i informed her that unless I received an Even Exchange or a Full Refund I would be promptly filing a credit card dispute.  So then i took my RA# and paid $10 to ship the thing back to unicahome.  I enclosed a written letter with my return offering a summary and a reiteration of my threat to file a credit card dispute.  I called back 2 days after they received shipment to follow up.  They issued refund, i ended up wasting $25 on shipping and wasting lots of time.