Regal House Classic Furniture, Inc.

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. Please add your rejection comments below. 
First off I understand that the restaining of SCRATCHES is how furniture stores fix the problem but it's not a correct way to fix nicks in these pieces this is what I have a problem with. Second I don't even know how to respond to the curtain comment, how would my curtains be up without curtain rods ?? And what does this have to do with you not properly fixing my brand new furniture that I just purchased and received. I can also send or fax pictures taken the day I received this furniture of these nicks and scratches.  
Regards,
[redacted]

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. Please add your rejection comments below. 
Hello again I would like to start to reply by stating that the address I used is my mailing address not my residence due to issues with not always getting proper mail. I would also like to point out the comment about my mother contacting them, the first two times it was in fact me calling to inquire about the pieces of furniture missing from delivery and damaged. After that it was in fact my mother calling due to my work schedule. When the tech finally showed up to my residence in early afternoon he informed me that all he could do to fix this furniture was to use a marker. I understand that is how majority of the damages are fixed but for brand new furniture, I do not agree that should be how it is fixed. I explained my concern and frustration to the tech and his reaction was surprised and agitated. At no time during this visit did he comment on the lighting or curtains, which by the way are not room darkening just dark in color. After he left the premises I then contacted my mother stating what had happened, she was less the pleased to say the least. She then again contacted the office the next day and was informed they would not be doing anything further for me. I am not looking for any hand out just what I paid for and was promised.  I lastly would like to add that I was lead on to believe that if I signed the delivery form I would be able to contact office the following day to discuss the damaged pieces. Thank you for your time  and patience. Regards,
[redacted]

We are not referring to the telephone call regarding the chest being missing, only the calls about the furniture damage and the surface scratches. The office received a call regarding these issues from a woman who identified herself as [redacted]’s mom. She was quite upset and the office directed her to the service department. As far as the service technician needing to use “a marker”, touch-up[ markers are not your average marks-a lot markers. Touch-up markers are “stain” markers made for the purpose of touching up furniture. We apologize if Ms [redacted] does not agree that new furniture should be touched up using stain-markers, however that is the tool used across the industry for surface scratched. Ms [redacted] was aware of how dark it was in the bedroom as she herself used her cell-phone flashlight to attempt to find what her mother had reported. As previously noted, Ms [redacted] attempted to call her mother to ask where the scratch was as she, herself did not seem to know where the issue was. The technician noticed at that point, that there was no curtain rod on the bedroom window and the curtains appeared to be somehow attached to the window frame. Since Ms [redacted] had not removed the curtains for herself to find the issue, he did not ask her to remove them for him. Ms [redacted] knew the touch up process was very difficult as best, because of the darkness in the room, as she continued to hold her flashlight for the technician while he held his flashlight in one hand and did the touch up with the other. The telephone call we received after the touchup was from a woman who identified herself as [redacted]’s aunt, not her mother who had called previously, before the touch up. We have previously forwarded copies of the delivery receipts Ms [redacted] signed. They very clearly read “All merchandise received in good condition.” and Ms [redacted] notated no exceptions. Even so, we sent our technician out to her home to take care of her concerns. Upon the technician leaving she indicated no further problems.

We would first like to note that the address listed on this complaint does not belong to our customer, [redacted]. Our customers address is [redacted]. She gave us the [redacted] address at the time of the purchase and that is where delivery, exchange and...

service calls were made. Ms. [redacted] did make a purchase at our clearance center on February 20th, 2016 of a bedroom set. Delivery was made to [redacted] on Saturday march 19th in the morning. At the time of delivery Ms. [redacted] indicated to the delivery men that she was short a piece. When the delivery men checked their paperwork, it showed everything listed had been delivered. They called the store and a data entry error had been made in the salesman had neglected to enter the bedroom chest. Ms. [redacted] was advised that drivers would be back later in the afternoon that same day with the missing piece. The chest was delivered that same afternoon. Ms. [redacted] did sign for her merchandise, received in good condition. After delivery, Ms. [redacted]'s mother telephoned the clearance center to say they had noticed several scratches and damages to the set after the delivery men left and her daughter should receive a discount. She was directed to call the main store and ask for service department. On March 23rd the service department received a telephone call that several scratches and damages had been found on the bedroom set. A service call was set up for 3/29. Upon arriving Ms. [redacted] advised the technician that she wanted nothing touched up, but wanted replacement pieces. Though this was not store policy, because of the issue she had already experienced with the chest being missing from her delivery, we did tell her we would re order the set for her. Upon arrival of the new bedroom set, an exchange was scheduled for Saturday April 6th. The exchange was made, Ms. [redacted] looked at the pieces, and did once again sign for her merchandise, received in good condition. On April 21st I received a telephone call from Ms. [redacted]'s mother, that as soon as she walked into her daughter's bedroom she saw a big scratch on her daughters nightstand. I responded to her that we would be happy to send over a service technician and touch it up for her. Her response was she just didn't want anyone just using marker to cover the scratch as her daughter paid over 1000.00 for this set. I advised her that stain markers are part of the usual touch up kits for any furniture from any vendor no matter what price is paid. She then told me her daughter should receive a discount. I advised her that her daughter had signed for the bedroom clear and the only option at that point was to touch it up. I did advise her if the technician was unable to cover the scratch we could at that point discuss the possibility of another option. Ms. [redacted]'s mom then advised me her daughter schedule. Ms. [redacted], herself contacted us that same day and scheduled a service call for Monday April 25th. The service technician arrived on April 25th and Ms. [redacted] advised him she did not want a marker used. This time the technician advised her that the stain marker is part of the typical touch up kit for any vendor. She was not pleased. Upon entering the bedroom is was very dark. Some type of room darkening/black out shades were attached to the windows. Ms. [redacted] did not offer to raise or remove them. The technician was not sure they could be raised or removed. When he asked Ms. [redacted] to show him the scratch she attempted to call her mother to ask her where it was. Not being able to reach her mother took a flashlight and began to look for the scratch. She then advised the technician of a scratch her , there small nicks. The tech did touch up the areas she pointed out, having to use his flashlight as well as her flashlight to work by. When he completed Ms.[redacted] indicated no further problem. Ms. [redacted] indicates in her complaint that she contacted the general manager her at the store. We did receive a call regarding her purchase, the following day April 26th however Ms. [redacted] did not make that call, her aunt did. I spoke with her aunt, who did not give me her name, and she was complaining that her niece's bedroom that she paid 1000.00 was touched up with a marker. I advised her that it was rare for furniture to come in from any vendor without needing some sort of touch up, which most of the time is done before delivery and that once again that a stain marker is a part of the usual touch up kit for furniture. She also stated that her niece should receive a discount. I advised her the bedroom was signed clear and we have gone out to touch up the concerns, which were done by flashlight because the room was so dark. A this point thew aunt got very angry and told me she was going to call the Revdex.com if we didn't do something more for her niece.