Parkchester Furniture Direct
Added on May 18, 2016, by Reviewer1455810
Review: I am placing a complaint on behalf of my Mother and Father. My Mom is 79 years old and my Dad is 84 years old, and both are limited in the English language. They went to Furniture Direct on December *** looking for a TV stand as the current one they have was pretty much falling apart and decided they wanted something smaller for easier access to the back of the cable box and TV cables. They spoke to a sales person named ***** and my parents brought in the measurement of the current TV Stand and asked for something smaller. My parents advised me that in front of them ***** measured a particular model he showed them with an LED fire place and told my parents that it was 48" width and 36" inches height so my parents agreed to buy it because they liked it and it was the right size that they needed. They told my parents that they would deduct $100 dollars and sold it for $600 dollars. My parents also purchased 2 recliners for $200 dollars each. When the warehouse delivered the entertainment center on the 5th, it was not what my parents ordered in the store. The one that was delivered was 60" in width which was much too large for what they were looking for; the delivery guy stated that the one delivered was what the warehouse sent out, my parents stated it was incorrect so the delivery people stated that they would go back and get them the correct one. My Dad went back to the store on the *** to complain a female assisted him named ******* and she had my dad look at a catalog so that he would pick a size that was suitable for his needs, he picked a smaller just because of the size and that was to be delivered. When the delivery guys turned up again on the **** they brought an entertainment center bigger then the original that being 63" width. My parents then completely lost it and told them that it was incorrect and they needed to take it back. My parents kept the original incorrect item until the warehouse delivered the right sized item. I went to assist them on Saturday December ****, with this issue. I spoke to the ***** ******* who told me that there was no way that his sales person made a mistake and that what my parents ordered is exactly what was delivered, but that now they were trying to help my parents with getting a smaller entertainment center and my parents were to receive a smaller size on that Saturday. The ******* and I then got into an argument as he stated that my parents made a mistake and that they (the store) were now doing my parents a favor by not charging an additional delivery charge as they should be by law because my parents are the ones who ordered the wrong item. In the interest of getting this resolved I asked him to confirm the delivery of the smaller entertainment center and he said it would be delivered on that date. The smaller entertainment center also had an LED fire place when it arrived it did not arrive with the fire place so the delivery guys were going to remove the fireplace from the incorrect one that was still at my parents house but decided not to because when the original incorrect item was delivered the remote was missing, so they delivery guys left with the original incorrect item and came back later on with the fire place and a remote control for the smaller entertainment center. At that point I was no longer at my parents house because I spoke to the delivery guys and all seemed to be in order so I left to my doctors appointment. My parents then called me and advised me that the delivery guys took the back cover of the new entertainment center and stated it was not needed, although it came with it in the box. Now my parents are missing the back of the new entertainment center. Additionally, when I spoke to the ******* I asked him what was the difference in price between the old entertainment center which was much larger and the newer one that was now 38" in width and 35" in height, the ******* told me that he could not make a price adjustment because they gave her a discount of $100 on the first one that she bought which was $700. He would not give me the price of the 38" entertainment center. When I went to their website while on the phone with him, the 38" entertainment center is 419.99 on sale. That's when he then started getting aggressive that by law he should have charged my parents for additional delivery because what they purchased is what they delivered. We then got into an argument about who was wrong and right in this matter and at the end of the day I told him I just needed this resolved. I find this to be unethical practice and would like someone to kindly assist in this matter.Desired Settlement: We would like a billing adjustment of the difference in price as well as provide my parents with the back of the entertainment center they currently have. Additionally I do not want the ******* to feel they need to charge for additional delivery charges for something that was not my parents fault if they decide to do so now that we have placed this complaint. Thank you,
Dear The Better Business Bureau, We, Furniture Direct, appreciate the fact that you are addressing the customer’s complaint to us, for it would truly help improve the services of our company. In addition, we thank our customer for letting her voice be heard and help us to be a better company. Furniture Direct has been taking our customer’s concerns very seriously and we will resolve this to the max of our ability.Firstly, our store has cameras placed all around the store. Revdex.com, our two customers, and their daughter are welcome to come by the store and we will, together, replay the recordings from December ***, the day when the purchase was made, and December ***, the day when the delivery was done. The cameras will show which TV stand/fireplace our customers liked and decided to purchase. In addition, they will show which TV stand/ fireplace our delivery crew came and picked up, thank God for technology. Secondly, our *******s are too intelligent to say a statement such as “there is no way that my sales person made a mistake”, rather they would say “there is a mistake, whether it is the customer’s or the sales person’s, and that mistake has to be corrected”. Thirdly, by law, if Furniture Direct delivered what the customer purchased and afterwards the customer did not like what they purchased, there will be another delivery charge. In this situation, and out of respect to our elderly customers, we did not charge them for delivery the second time. Fourthly, it is strange how our customers’ daughter noticed that the price of the new product online is $419 and did not notice the price of the recliner, which is $249. Keeping in mind, the customer only paid $200. In addition the price of the first product was not $600, rather it was $565, which means the customer was given a discount of $135 since they agreed on taking the floor sample, which by the way, had nothing wrong with it. Fifthly, nowadays, online prices are incomparable to prices in showrooms. This is due to different reasons. For example, as in this case, in our showroom there was a Spanish translator who translated what our elderly, and with all due respect, non-English speaker customers had in mind in regard of a TV stand. In contrast, online there is not such a feature. Also, in our showrooms there is *** ** bill, you can actually touch what product you are purchasing, and ask questions about the product with the confidence that you will hear an answer from our well-educated salespeople. This will definitely help our customers to make the right decision about which product suits their needs the best. At the end, the back of the new product will absolutely be in our customers’ possessions within the next few days. It is very important to mention that after our customer came to the showroom to solve the confusion and the misunderstanding with our salesperson, with a gift and a smile on his face he left.
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:
Please note that based on the business response it is my opinion and I have come to the conclusion that this particular establishment does not take responsibility or ownership of their mishaps and rather choose to lie about the situation. I personally spoke to the ******* and he made the comment about the sales person. I have no gain in any monetary value as this argument already has taken enough of my precious time. I made this complaint with the hopes that the better business bureau would investigate this establishment in general to see if this particular store behaves as badly as they did with my parents, with other clientele. The purpose of the complaint is principal and merely just that; as I have previously stated, have no gain in this, other than helping my parents from being scammed by a registered establishment. I work in a corporate environment and am an AVP of a financial institution; from the response I've read, it seems to me that the establishment assumes they are dealing with uneducated consumers, unfortunately a great deal of people make assumptions by just appearances. The ******* of that establishment plainly told me that he is sure that what was sold is what was delivered which was not the case at the time. Any intelligent business representative, as I assume the person who responded to this complaint to be, would not make such a comment that their staff is too intelligent to make such a comment as the one that the ******* made to me, which leaves me to conclude that either the person I spoke to (the store *******) is the same individual responding to this complaint or that the ideology of this establishment in General is that they do not make mistakes. The ******* also told me that the price of the recliners were $200 and at NO point stated that they were discounted from $249. Additionally the original piece they sold my parents was sold for $600 which was reduced from $700 as they advised my parents that they were giving them a $100 dollar discount. Additionally the establishment spoke to my sister on Decembe* **** and complained to her that they received a complaint from me and even asked my sister if she was me. My sister called the store to advise them that they no longer had to come to my mothers home to look at the fire place because it was now working and this I'd when the store complained to her about my Revdex.com complaint. Again I question the intelligence that is spoken of on the counter response from the establishment. The gift they dare mention in their response was a plastic basket with plastic flowers that the female attendant in the store gave to my dad; was that truly a gift or just a gift to try and get this individual out of their store? At the end of the day I don't believe this will be resolved because the establishment will never admit to any wrong doing and we are disconcerted that any establishment is able to get away with this behavior. I will ensure that my parents never go inside this store again and will advise any other friends to never shop in this or any other store owned by this company. My parents may not be educated consumers but they are not senile and have children that are educated consumers and immediately can deduce a bad and unfair business transaction . In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Dear Better Business Bureau, Furniture Direct will overlook the fact that the customers' daughter called us liars. We found it strange that the daughter claims that " the purpose of the complaint is principal and merely just that" while in her first complaint she asked for $181 to be refunded to her parents. The daughter can not assume that Furniture Direct deals with its customers with the assumption that they are not educated and by their appearances. It is very unfortunate to read such comments since it is impossible to see what intentions people have in their hearts. Once again, the Revdex.com, the customers, and their daughter are welcome to visit us and watch the video the camera recorded to insure that the customers chose the product and Furniture Direct delivered the same exact product. Very important to mention, and because Furniture Direct takes responsibility of its product, that another daughter of their called us and asked us to send a technician to check the fire place because it stopped working. We set up a date for that to happen. When that day arrived, the father called us, which we highly appreciated, saying that the fire place was not plugged in and it is working now and there is no need for the technician to come. Parkchester Furniture Direct *****************************