Call Kurtis: Slammed Shut

SACRAMENTO (CBS13) - A Sacramento woman paid for steel drawers for her BBQ set but they never arrived. After waiting all summer long, she figured it was time to call Kurtis.

She bought the drawers online from a company called "Direct to Home Appliances."

That was back in June. So where are they?

Kimberly and Danny Teague put in this outdoor barbeque. Nice isn't it?

But look at that hole there in the side. What's that about?

"We're left with this hole in the bar that we can't finish," says Kim.

They cut that hole to fit custom stainless steel drawers they ordered way back in June from website Direct to Home Appliances based in San Francisco.

The company required a check in full for $486.91. They cashed it, but three months went by, the Teagues, still didn't have their drawers.

And every time Kimberly calls?

"They'll ship next week, they'll ship next week, worst case scenario they'll ship July 29th," says Kim.

That deadline was also not met so she says the company promised her a refund within a month.

That didn't come either.

Direct to Home Appliances then told her, there would be no refund, her drawers were about to ship.

"At that point, I just kind of started laughing because it's becoming so absurd that I just laughed at her and said, you can't really be serious," says Kim.

We looked into Direct to Home Appliances, based in San Francisco. It has an "F" rating with the Better Business Bureau with 211 complaints.

It goes by a number of names, including Chooseoutdoorkitchens.com and Choosehottubsdirect.com.

We contacted the company.

In an email, they tell us:

"We processed and paid for the order back in June on our end... "

"The manufacturer Cal Flame has changed their dates several times, telling us the item was "back ordered."

-- Steve Barbarich, Owner

But Cal Flame says that's not true.

The reason they never sent the drawers? Because they say Direct to Home never paid for the drawers until September.

After our call, look what arrived.

"It felt great, it felt really good and I really appreciate Channel 13's help in all this because I spoke to them numerous times this summer and didn't get anywhere," says Kim.

When the drawers arrived, they were dented in the back.

Direct to Home agreed to give Kim $50 and she accepted.

Kim also says she was never given the option of paying by credit card, only by check.

That's always a red flag since you don't have the protections that normally come with using credit cards.

Direct to Home Appliances Statement

Yes, we just resolved this issue. Let me explain what happened. We use a drop ship manufacturer Cal Flame (part of Cal Spas in Pomona, CA). That means we are at the mercy of this supplier to send the goods directly to the customer. When we first ordered the item in June, Cal Flame told us it was in stock. We processed and paid for the order back in June on our end. The manufacturer Cal Flame has changed their dates several times, telling us the item was "back ordered". They changed their dates several times on us!! Now, their latest date in their system is Sep 29th tomorrow, but of course we are a little skeptical.

But then Kimberly also called the manufacturer directly Cal Flame, and they have told her also that it will be in stock Sept 29th and that the item will ship the following week.

We offered Kimberly a total refund, or the option to wait longer. We talked to Kimberly today. She didn't want a refund. She wants to wait.

So looks like this little mess is cleared up...

I don't have the details of why this specific product was delayed so much. We have so many orders, and the inventory goes in and out so quickly. It's been a tough year though for getting stock since suppliers cut their inventory quite a bit due to the bad economy last year in 2009. They also slow downed the boats from China to conserve on fuel. Next year it they say it will be better.

-- Steve Barbarich, Owner