Venetian Furniture, Inc.

Review: Purchased a bed with box spring and Mattress. had issues with the mattress not holding up. The sides of the mattress kept leaning on either side. I did submit pictures venetian Furniture did exchange the mattress two times. On the third time it happened I spoke with [redacted] sent her the pictures. Waited two weeks called up at the store she was not in. I explained to the person on the phone about the issues I've been having with this mattress and asked could I do an upgrade instead of exchanging the mattress for the third time in 12 months. The person on the phone asked someone there at the store and I was told yes just come in and ask for [redacted]. Went to the store the next day and neither [redacted] or [redacted] was in ,but the info from when I called was there. so I purchased a higher end mattress, but was told had to buy new box spring to keep the warranty for the new purchase. So I did it cost me an extra $433.00 +tax I was ok with that. The problem came when they wanted to charge me an additional $59.00for set up and delivery. I explained to the customer service person I should not be charged that because they would not be charging me for the exchange on the original mattress. He told me that he could not do that which I thought was wrong. I asked if I could speak with a manager about this charge. He said he was the only one that can do it and couldn't. This is not good customer serviceDesired Settlement: I would like the $59.00 refunded

Business

Response:

This letter is in regards to the complaint filed by Mr. [redacted], ID number listed above. As stated by Mr. [redacted] we exchanged the mattress out for him two times and also allowed him to upgrade to a mattress of his convenience without any trouble. In which he was satisfied with. This is all allowed under warranty but warranty for manufacture's does not include any type of transportation or delivery fee expense. Therefore we must charge this fee to recoup our expenses. Even though $59 dollars does recoup enough for business expenses, it partially helps with delivery expenses like gas and manpower.

As courtesy of our customer service, this time we will refund $59 back to Mr. [redacted], but for future reference we will not be able to help Mr. [redacted] on the delivery fee issues. Please have Mr. [redacted] come into the store with his receipt to get his refund of $59. Again, we would like to take this opportunity to say thank you to Revdex.com, [redacted], and Mr. [redacted] for helping us to resolve this matter.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

I still don't agree with the charge of the delivery fees. They should inform consumers of the charge when it comes to their warranty policies upfront, But they did refund me my $59.00.

Sincerely,

Review: Venetian Furniture refused to give me a full refund for a damaged product.

On Nov 9, 2013 I went into Venetian Furniture to purchase a pub table for $495. At check out my fiance and I were told that we would receive a brand new table in 6 weeks. At this point he reassured, "You deliver on the weekends and during the holiday week?" in which the sales reps assured us they do. We also asked them if they would take the old table from our residence in which they also assured us they would.We left the store with a written receipt for $601.$495 for the table, $59 delivery fee, and $47 in taxes. We were told we would be hearing from them in 6 weeks to give us a delivery date and time.6 weeks went went by and we had still not heard anything.My fiance then physically went into the store on Friday 12/21/13 and asked them for an ETA.He was told they did not have an answer and wouldn't know until the following Monday.Monday came and we did not hear anything from them. I then decided to call them again on Friday 12/27/13. I spoke w [redacted] and explained the situation.I was put on hold and when she came back she told me the same thing my fiance was told, that she did not have an answer and would have to call me back. I told her I would actually like to be called back because I've been trying to get a delivery date for over a week now and have already been dismissed once.She assured me she would call me back.When she called me back she gave me a delivery date of Sunday 12/29/13 between 3-8pm. I agreed.Upon delivery the driver came to the door and verified the product and who I was.I then showed him where the old table was. He then told me that they do not take the old table and chairs.I told him that was not what was communicated to us at the store but he insisted that they do not do that and I would be charged if I wanted him to take it.I told him no thank you and I would dispose of it myself.He then went back to the truck and started bringing in the bar stools one by one.After the last chair was in him and another man came in w the table. To much to my surprise it was not new in box, it was fully assembled and only partially wrapped in pallet wrap. As he was positioning it in place I told him I was confused and thought I purchased a brand new table. He told me that sometimes they assemble the table in the warehouse and then just deliver the table to the residence. As he was telling me this, he was going around the bottom of the table with a stain marker marking what looked like scratches.He told me if I had any issues with the product that I need to contact the store and that there was nothing he could do about the table.After he left I immediately called the store and told them that there were scratches all over the top, legs, bottom, inside and doors of the table. The door at the base of the table wouldn't even close unless manually lifted into place. I took pictures of every blemish. The woman told me that she would see if there were anymore in the warehouse.There was not and the soonest they could get a new one would be in 4 weeks. She then proceeded to tell me that I could not be compensated because it was " a cheap table" and my only options were to come select another table that was in stock, wait another 4 weeks, or return the table-but only if I pay $126 for them to come pick it up. My fiance then got on the phone and said we would be dropping it off the next day.We were told we would be charged the delivery charge,I argued no. The next day we brought it back,showed them all of the issues and Terry, the owner said she would not be giving me the delivery fee back.I brought back their damaged product in which I deduced ended up being the floor model.The marks on the top of the table were also in the exact same markings as the heavy vases atop the bigger version.I told the owner I wanted ALL my money back,she refused,I asked for her business license she refused to give that to me as well.The Invoice number is [redacted] the check# for $537.07 is [redacted].Desired Settlement: I want the rest of my money back, $63.93. I am out a table, I had to pack up and deliver a damaged product that was of no fault of mine, and no where on ANY policy posted does it state that delivery fees are nonrefundable. On the only Return Policy they gave me, it specifically says "This policy does not include circumstances involving damaged merchandise or manufactures errors."

Business

Response:

Regarding [redacted]'s complaint, she purchased her furniture on November 9, 2013 and

we delivered on December 29, 2013. After her furniture was delivered, she then reported the damages to us and like usual, we told her that we will do everything that we can to take care of the matter. Our solution was to exchange a new one out for them, but the customer refused and asked for their money back. We deserve the right to rectify our problems in a timely manner. Anyone who decides to cancel will be subjected to a 25% restocking fee. However, in courtesy and to provide great customer service, we gave them a full refund on their purchase minus the delivery charge which had been provided already. In this case, not once did we refuse our service to solve the matter. Our company did the best that we could and we apologize for the inconvenience.

Consumer

Response:

They delivered a used, damage product when I paid for a brand new one-after I waited 7 weeks for my product. They did deliver the product but also refused to take it when I said I did not want a damaged product. TThey did offer to switch one out for me but also said there were none in stock and I would have to wait 4 weeks for another table. I was nott going to wait 12 total weeks to receive my product I paid for in full. They then made me pack and load this product to return to them in less than 24 hours myself because they wanted to charge me an additional delivery fee to come get the damaged table. I want all my money back. They were very rude, had horrible customer service and there were multiple witnesses to this whole interaction.

Business

Response:

Ms. [redacted] purchased a 5 piece pub table set from our store on November 11, 2013. We did not have this set in stock, and it would take 6 weeks to order. Ms. [redacted] had her delivery on Sunday December 29, 2013. Ms.[redacted] indicated she was unhappy with the set that was delivered to her, and we did not refuse to Help her, we offered to order her a new set, and exchange It out for her. If we do not have a product in stock, we place all orders the next day, and all E.T.A.'s given to our customers are according to each Individual manufacturer. Since Ms. [redacted] already had waited for her first set, we offered to rush this order, and do our best to have it for her in 4 weeks. Ms. [redacted] did not want to wait for the order, therefore we refunded back the price for the table, minus the delivery fee. We do not refund the fee for delivery, since we have delivered the merchandise to the customer, but as a courtesy to this customer, we will gladly refund the delivery fee of $59,00 plus tax totaling $63.86, and mail the check to her. Please contact our office at ###-###-#### regarding any questions you may have about this case.

Sincerely,

Review: We purchased a leather sectional from them in July 2013 and it was delivered in September 2013. The end of July 2014, 2 of the 3 recliners broke. I called on 8/1/14 to file a claim. The claim process took an extra month due to the warranty company requesting paperwork from Venetian Furniture, several times, and myself contacting them several times for the paperwork needed to file the claim, which should've already been submitted. The wrong parts were ordered by Venetian, which we had to drive far out of our way to pick up. At the time of pickup my husband to them it was the wrong parts. They insisted we didn't know what we where talking about and we were forced to take the wrong parts. Every time I call Venetian the people are not willing to work on the matter and are insensitive. I called today and they said the parts are in and that we had to drive to them to pickup again. They refused to deliver even though it was their error. I told them I would not and they will deliver them. They said they would charge me then. We have not even had the furniture a year with so many issues. It has been broken for 4 months now. I have a lot of family coming tomorrow for Thanksgiving and my furniture is still broken with the recliner legs sticking out. I informed them 2 weeks ago of this and they don't seem to care. Very poor service. I could go on and on!Desired Settlement: I would like the furniture picked up and a full refund given.

Business

Response:

WE RESOLOVED THE ISSUE BY USING THE SECOND WARRANTY COMPANY.IF YOU HAVE ANY OTHER QUESTIONS PLEASE DO NOT HESITATE TO CALL ME ANY TIME.THANK YOU,[redacted]VENETIAN FURNITURE2111MOFFAT BLVD.MANTECA CA 95336[redacted]

Consumer

Response:

I am rejecting this response because: The business was rude and even when my husband went to finally pick up the parts, because the business refused to deliver them due to their error, they couldn't find the parts and sent him away. Then they delivered them. They made us drive 45 minutes out of our way for this service. Both the business and the warranty company were unwilling to provide good customer service, at their errors. I have spent over 7000 dollars at this company, on living room and 2 bedroom sets, and planned on buying another bedroom set. I will never buy from them again. Adriana, the person who responded to the complaint, was very rude and refused to help the situation every time I talked to her.

Review: We purchased a leather couch on 2/15/2015 and had it delivered to our homein Manteca in late March 2015.In April we moved to Clovis, CAWithin 1 month, the sectional portion started to crack horribly.This is a $3,000 couch.Venetian Furniture advised me to call the warranty phone number.The warranty center that we paid $200 for told me they only covered accidental issues such as punctures and tears from an incident.I called [redacted] back at Venetian Furniture and she advised me to call the warranty phone number back and to just tell them the cracks were from an accident and they should cover it.I refused to call back the warranty number to lie as [redacted] suggested.She then proceeded to tell me she would send out a technician to take pictures and to order a replacement for the defective area on the couch.After several calls and a canceled appointment the tech showed up and took pictures and agreed the couch was defective and it would be 6 weeks to get a new portion/cushion.This was 10 weeks ago.I have made several phone calls since then and [redacted] is never there or is on vacation and will call me back. No one else seems to be able to help me with this issue. This is very frustrating and disappointing to pay $3,000 for a couch that is falling apart after 1 month.Desired Settlement: We would like the couch fixed/replaced or our money back.Preferably our money back at this point so we do not have to deal with Venetian Furniture ever again.Either would be suffice.

Business

Response:

This letter is in response to the complaint filed by Mrs. [redacted]. Mrs. [redacted] purchased a 6-piece sectional from our store on February 15,2015. Furniture was delivered to their home in Manteca late March in satisfactory condition, and moved in April to Clovis, CA. Mrs. [redacted] stated that within 1 month of receiving her furniture, the sectional portion started to crack horribly. She then contacted Venetian Furniture Gallery and was then advised to contact her extended warranty, which is MFS. MFS denied her claim so we went ahead and sent out a technician. Our technician went to her home for service on May 12, 2015. Once our technician completed the inspection, he determined that in fact the complete cushion causing with seat for the wedge needed to be replaced. On May 28, 2015 the part was ordered from the manufacturer, however; part may take time due to product being imported. According to [redacted] (manufacturer) on August 18, 2015, it may take additional 2 weeks fro the part to come in. As soon as part is received, we will schedule a technician to come out and replace the part for Mrs. [redacted]. Please understand that as much customer service we would like to do, things are not entirely controlled by Venetian Furniture Gallery but we are trying our best to expedite the process and service our customer. In conclusion, Mrs. [redacted] will hear from us in a few weeks to schedule service. In conclusion, Mrs. [redacted] will hear from us in a few weeks to schedule service. Please do not hesitate to call us if you may have any further questions ###-###-####.Sincerely[redacted]Customer Service Department

Consumer

Response:

I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.

Review: In 2013 we purchased a sectional from Venetian and within months of purchase had problems with sectional. Within one year repair person had been out about 6 times. We requested to return product and even purchase something at a higher cost and they said manufacturer would not allow. Even after the one year they still sent out repair person. Throughout the year I requested contact info for their manufacturer and they would not give me. I have thread of emails. I then became ill and now again have requested contact info to their manufacturer where the state purchased our sectional and Venetian staff finally told me over the phone to just google [redacted] which I did and there are many and I did email one and they do not supply Venetian. I then emailed Venetian and they have not responded. Within first year of purchase they refused to provide me with manufacturer contact info. My previous sectional lasted me 19 years and this sectional less than one year. I have pictures of tearing, the repairs they maid to sectional are again broken. Had I had the opportunity to speak to their manufacturer from where they purchased this sectional I may have had the opportunity to speak to someone who would feel ashamed of the poor quality of

Their product and offer me some options. Venetian still continues to not give me info.Desired Settlement: Because we had major problems with 6 months of purchase they should exchange sectional. This is what we requested from the very beginning.

Business

Response:

This letter is in response to the complaint filed by Mrs. [redacted].Mrs. [redacted] purchased a 3-piece sectional from our store July 7, 20113. The customer did not purchase a 5 year extended warranty guaranteeing the coverage of most of the problems she will have in the following months. At the time of purchase, we reminded the customer that without the extended warranty, the manufacture will only cover defects from the factory itself. The furniture was delivered and the customer signed signifying that the merchandise arrived in satisfactory condition. Within a few months of usage, Mrs. [redacted] has reported several problems that is the cause of wear and tear. Venetian Furniture was happy to send out a contracted technician to the customer’s home to fix the reported problems that she was having to insure the customer’s contentment. We noticed that the customer was reporting many damages and decided to ask a contracted technician, what was the best way to resolve this issue and keep the customer happy? Warranties are limited to one year and regulated by manufactures (as stated in paragraph 3 in our company policy contract). Even if we give the customer the name of the manufacture, they would not be able to assist the customer due to the long period of possession. In 2014, the contracted service technician decided it was best to pick up the piece of the sectional that was having the reported problem and service it in his warehouse to insure everything is working smoothly; including making sure the recliners are working, touching up the worn leather from customer usage, and patch up the stressed stitching that was coming undone. We delivered the sectional piece back to the customer on April 7, 2014. On the delivery slip, the customer has again, inspected the piece being delivered and signed in “satisfactory condition”. At no point within the years of usage, did we decline the services to help Mrs. [redacted]. We continued to insure her satisfactory within the first year of ownership. We reminded the customer that a service charge may apply for additional services on items not under warranty. If Mrs. [redacted] was still interested in our services, we would be glad to assist her under company policy rules.Sincerely,Carol ChhoyengCustomer Service Department

Consumer

Response:

Good morning, we were never offered a 5 year warranty. I have a thread of emails and problems started within months of purchase. Regardless, they could have given me manufacturers contact with the ear of purchase. With all the problems we had within months of purchase Venetian did not do their due diligence in advocating for their customer. We should have had a complete exchange of section since it started falling apart within 6 months of purchase. My last sectional from [redacted] lasted me 18 years with a family of 6. This sectional had only been used by just my husband and I since ate children are all grown and moved out. Thank you.

Business

Response:

We offer warranty to all our customers. It is discussed several times within the purchase; once form the sales associate and again form the office clerks who finalize the paperwork. Venetian Furniture includes a brochure of the warranty in every envelope that is given with the receipt and customer invoice. Without an exception, we remind customers that they have a chance to change their mind and add on the 5 year extended warranty before their merchandise is delivered or picked up. This is simply not something we fail to take notice of. It is mentioned and recommended habitually.As mentioned previously, warranties are limited to one year and regulated by manufactures. Venetian Furniture will assist the customers in receiving attention in regarding warranty but will not be responsible for the manufactures decision. In the case of Mrs. [redacted], we have contacted the factory each time a problem is reported and the manufacture had denied her reports due to the prime fact that it is not considered a “defect”. It was in our courtesy to contact a contracted technician and pay for the extended fees to satisfy Mrs. [redacted]. Giving the customer the manufacture’s contact information will not be of any help. As a customer from our retail store, the manufacture alone will not be able to help [redacted] without contacting the merchant. Each time a claim is reported, the factory needs detailed information; e.g. store merchant numbers, order numbers, order dates, serial numbers and more depending on the severity of the problem. It is a tedious process and we have tried our very best to help Mrs. [redacted] for her convenience.Mrs. [redacted], again, we truly apologize for the dissatisfaction and we will try our best to assist you promptly under company policy rules. Serving our customers is our top priority, please contact our office at ([redacted] regarding any questions you may have about this case.Sincerely,[redacted]Customer Service Department

Consumer

Response:

I am rejecting this response because: As you can see from the thread of emails I sent you that I had contacted Venetian and also in emails I complained about them not returning phones calls. This business is not stating the truth. They are selling a product that doesn't last 6 months. A reputable business would have advocated for the customer to just return the entire item. Never in my life have I ever come across such dishonest people people. Thank you,[redacted]

Review: I purchased a sofa from Venetian Furniture of Manteca, Ca. When I purchased this furniture, the company delivered it one week later as it was an in stock item. Within the first month the power recliner broke and rendered the piece unusable(stuck in open reclined position). I contacted Venetian Furniture to report the problem. They asked that I email pictures of the broken sofa, which I did and called to confirm they received it. After waiting more than two weeks for the company to arrange for a repair, I decided that since it appeared that not only was this furniture likely to have been defective from the very beginning- if their customer service was going to take so long to repair it, that this furniture was an unsatisfactory purchase. I called the company requesting that they take the piece back and refund my money. They declined my request and said that the reason they would not issue a refund was directly provided for as written in paragraph #2 on the purchase reciept/contract. This paragraph states "Custom orders, showroom models, and clearance items are sold as is and are non-refundable. NONE of these stipulations apply to the furniture I purchased. Accordingly my postion is that since the company's reasoning for not returning my money is not valid, they have no legal premise to deny me a return. I called again the next day to speak with the manager. He gave a DIFFERENT reason for denying a return. His reason for not returning the furniture was "it can be repaired". Eventually the company made arrangements to have the recliner repaired. Within a month of the repair, the recliner broke again and remains broken to date. It is quite obvious to me that this company is not a reputable establishment. Not only can it's representatives not agree on a singular valid reason to deny me a refund, it is questionable as to whether or not the furniture will be used for any reasonable measure of longevity. A brand new sofa that breaks twice in the first 3 months is unacceptable to me.Desired Settlement: I would like the company to pick up the sofa and issue a full refund.

Business

Response:

Dear [redacted]: Regarding Complaint #[redacted] Dear Miss. [redacted] and Miss. [redacted], As you already know, all warranties are mandaded by factories. [redacted] is the biggest [redacted] manufacture in America. At this time, [redacted] authorizes us to proceed with the repair service. We do appoligize for the mishap, at this point we are more than happy to assist you in the gratification of your [redacted]. We are the middle man for both the factory and the customer, so please be patient as we proceed in the process of a satisfactory product. Please call us so that we can schedule an appointment for a technician to serve you. Please do not hesitate to call us at ###-###-####, if you may have any questions! Sincerely, [redacted]

Consumer

Response:

I am rejecting this response because: As I most certainly explained clearly to both Revdex.com and Venetian Furniture, having the furniture repaired at this point is a very small part of what I am seeking. My basic complaint is that I have decided that because of the fact the furniture has broke down already twice in the first three months of having it and the available customer service for repair is unaccepable, I want to return the furniture for a full refund. Note: Since I purchased this $1900.00 item I have by far been sitting on a broken piece of furniture more than I have enjoyed a piece in good working order. Which brings us to fact that Venetian Furnitures no refund policy has no legal merritt. Each time I call them requesting a refund, they give me a different reason as to why they will not refund my money. Also, their purchase contract does not conatin any language that stipulates a reason I can not be refunded. The bottom line is this furniture is not a quality investment. It is not reasonable to expect me to live with a piece of furniture that is constantly going to be broken down and needing repairs. I want a full refund. I'm asking the Revdex.com to inform me of my legal rights and possible recourse for the ridiculous practices of Venetian Furniture. Any further information or statements needed from me, please contact me.

Thank you,

Business

Response:

This Letter is in response to the complaint filed by Ms [redacted], ID Number listed above. Ms. [redacted] purchased an [redacted] reclining sofa from our store on January 27, 2014. About 2 months after the sofa was delivered to Ms. [redacted]h [redacted], she contacted our office to state that one of the recliners kept getting stuck in the reclining position. We contacted the manufacturer with her claim, and scheduled the customer with a service technician to fix the problem. If Ms. [redacted] is experiencing another problem with her sofa we are more that happy to contact the manufacturer again with her claim, however we must abide by the contract that Ms [redacted] signed (please refer to the attached sales invoice [redacted]). Our store policy states that all sales are considered final at the time the contract is signed, and warranties are regulated not by Venetian Furniture, but by the manufacturer, in this case [redacted] furniture. At this point, [redacted] will not give us the authorization to return this product due to the fact that during their investigation they found this problem to be repairable. Again, we are more than willing to contact the manufacturer for another service authorization, but if this is unacceptable to Ms. [redacted], we are willing to allow her to come into our store and reselect to a different sofa of her choosing. Perhaps she will find that a sofa made by a different manufacturer will better suit her needs. We pride ourselves on serving our customers, and we are more than happy to assist Ms. [redacted] become satisfied with her purchase. Please feel free to contact our office at ###-###-#### with any questions you may have regarding this case.

Review: We purchased a dinette set that was very expensive. It took a long time for this sale. My wife and I wanted to be sure that the furniture we were purchasing had the best quality and durability. Of course we trusted the seller and the company. Well the Dinette Set was not worth the Amount ,as well as the Quality and Durability! This set had holes, cracks, discolorations, and the furniture was not even. The lights in the Hutch did not work. The inside drawers were not all lined! We were so disappointed! We felt Cheated! We called customer service right away. We wanted our money back. The furniture company stated we could not. We went round and round with calls. The furniture company decided to send someone to "fix" the set. He stated he could only "fix" certain items, and some he could not. My wife was upset and stated, we just want our money back! We went back and forth with phone calls. Then we went to a meeting to try and find a solution. The store stated that they would exchange The Floor room model. I took pictures and the guy who "fixes" the furniture stated he would go to our house and "fix" any flaws. Well, we had to pay the delivery fee and when we received the set IT WAS EVEN WORSE! I took pictures again, called the company and I were arguing back and forth. We asked for a refund and they were not going to comply. We do not TRUST this Company! We just want a FULL REFUND!Desired Settlement: The total off $6164.96. For the set of the furniture. And $299.00 for delivery charges.

Business

Response:

This letter is in response to the complaint filed by Mr. [redacted] Mr. [redacted] purchased a 5-piece dining set with 2 extra armchairs and a matching china hutch from our store on June 12, 2014. This was an elegant dining set of high quality, and had a distressed look.

Mr. [redacted] picked up his merchandise on July 4th. 2014, and upon arrival, inspected each piece of furniture and then signing paperwork stating that he received his furniture in satisfactory condition, and he proceeded to take his merchandise home with him. Mr. [redacted] and his wife then contacted our office later to state that they received the "wrong table", that the table they received was not the same table that was displayed on our showroom and there were also "scratches" on the table. We took this matter very seriously, and we informed them that

it was impossible for the table to be the wrong one, and stated that we would send a professional Technician to Mr. [redacted]'s home to restore any flaws Mr. [redacted] was concerned about to mint condition state. Mr. [redacted] agreed to have a technician sent to his home, and the service was scheduled July 14, 2014. We sent the Technician all the way to Mr. [redacted]'s home in Union City over an hour away, and upon his arrival, Mr. [redacted] refused to let the Technician enter his home. We let Mr. [redacted] know that everything he was concerned about could be corrected, but Mr. [redacted] would not allow our Technician to complete the job. Mr. [redacted] insisted again that he was concerned that he received the "wrong table" so we invited Mr. [redacted] back to our showroom to check see our showroom to check see that they in fact received the correct items. Mr. Mrs. [redacted] did come back to our store and upon investigating our showroom, admitted they did receive the same set that was displayed on our showroom floor. Mr. and Mrs. [redacted] then insisted on taking our floor sample to exchange with the set at their home. We agreed in order to satisfy this customer, and had Mr. [redacted] sign the paperwork indicating he requested our floor sample, and we scheduled the delivery and exchange for July 27, 2014.

Upon the delivery, Mr. [redacted] refused to accept the merchandise and giving no reasonable explanation, demanded a full refund. We offered to have Mr. [redacted] reselect to another set, and he refused. We let Mr. [redacted] know that we must abide to our store policy that he signed at the time of the sale, and we are willing to allow them to choose another set, but a refund was not possible, and Mr. [redacted] was fully aware of this when he signed the contract(Please refer the the attached sales invoice [redacted]). If this customer truly wants to cancel, then we would be happy to refund him, but as stated in the store policy, we would assess a 25% fee for any and all cancellations. Serving our customers is our top priority, and we feel we have done our best to assist this customer. It has cost our store a lot, and we hope that Mr. [redacted] is able to make a final decision on this matter. Mr. [redacted] is welcome back to our store once his decision is made. Please contact our office at ###-###-#### regarding any questions you may have about this case.

Review: 17 1/2 weeks my sofas arrive. driver introduces by Premier not Venetian. Drops the sofa 2x the drawer 3xs damaging frame. two different sofas.

March 29th purchased 2 Lane Prime Black theater power reclining Sofas w/media console. Inv. # [redacted] paid in full $3,829.93 purchased extended warranty & Shipping. [redacted], sales Associate assured me Venetian would comply to my request. [redacted] Guaranteed that both Sofas would be made from the same lot for perfect match. [redacted] more than one occasion mentioned that these sofas were on a cargo to the USA. Delivery shouldn't be long. I then starting calling office after 8wks. Finally one staff member said my order would take 12wks, thinking that Venetian would comply with agreement.it would be worth the wait. 12 1/2 weeks Venetian calls stating one sofa was damaged. but they would deliver the one. I declined. called to [redacted], Head of operations and stress according to agreement. [redacted] replied and assured me she that 2 sofas were ordered and since it was a mfg. error I would have to wait another 3wks. I even called spoke mgr. suggesting they weren't holding the one sofa til the other arrived? venetians reply no., 2 sofas reordered, that the serial # would be close enough to ensure that 2 were reordered. 17 1/2 weeks scheduled for delivery 7/27th from 3:00-8:00 staying in contact with Venetian at one conversation she apologized and stated that she was going to take extra % of the furniture and waive the shipping cost for the inconvenience and waiting, especially these were 30th anniversary gift for my husband. Due to a family emergency out of town, I was not able to inspect the sofas at the warehouse. [redacted] said she look at them, "look great" still at hospital I was told that the driver would have a check for me along with the extended warranty. Delivery Date 7/27/2013 the delivery man stated he's from Premier Furniture. huh I bought from Venetian. as they were lifting the Sofa coming towards the door they drop it plus the drawer rolls hits the walkway. putting the drawer back in tried again. making a 2nd attempt they drop it once again here comes the drawer. then one drive decide to re-wrap the sofa hopefully to grip better. This time the drawer rolls out, left on the rocks, banging the front door. its in. 2nd sofa comes in. after all connections are done he show me the electrical working. looking at the sofas something isn't right, its the fabric. sofa 1 has a dull matt finish and the stitching is black, its slanted, on of the recliners the cushion sunk in(not stuff) way off. the side where it dropped the arm rest is loose, frame of recliner broke its visible with huge gap. in shock after waiting this long The driver that venetian sends, drops and damaged my sofa. The morning of delivery wanting to confirm with terry that the driver would have the WARRANTY & Check I was informed that [redacted] was off week end and that it was store policy the driver would not have a check. because aware of my situation she express she would try to get a hold of her, thinking special arrangements my have been made. Call beck unable to reach her and it would get handled Monday Morning when she comes in. agreed. the driver did not leave or give me any paperwork. my warranty that would arrive with sofas. calling venetian expressing to [redacted] the damage to the sofa, the number of times they were dropped, and I was not signing off the order. I wrote a comment stating it was still pending. she told me she understood that I was not signing off the sofa delivery one was damaged by their personal. she would have terry call me First thing Monday morning confirming the saw and read the PAPERWORK WAS THERE. 31/2 DAYS LATER [redacted] tells me the driver still has paperwork. showing her photos of the sofa the structural damage. she suggest she could send a tech possible to repair it. I declined stating I purchased 2NEW Sofas and that's what I should get. [redacted] states to my face, " what more do I want" " I already got them @ a discount Grand Opening price. I paid cash in full that's the discount. 7/31 told driver still has paperwork.Desired Settlement: I want Venetian to Stand by and honor original contract agreement. Venetian should be accountable for the merchandise viewed by the consumer, displayed. that's what we as the consumer should get. not something entirely different. its suddenly taken out of the showroom how convenient. that fraud. I didn't purchase vinyl the sales clerk stated if was mostly leather exception of some area do to mechanics.

at this point after all these months I strongly feel that Venetian is obligated and should delivered what I purchased from the showroom. How many times can they get away with similar situations as mine. your office is our, the consumer, only hope. We do have a voice. enough is enough. Please help me and make them accountable. Should I be punish cause I pay cash. Our economy is still struggling. its even harder for some one retired not working. this was my 30th anniversary gift to my husband.

Business

Response:

Business' Initial Response

The customer is right, it was a long time to receive her furniture. It was a container order coming from overseas. On her invoice it states, ETA (ESTIMATED time of arrival) 8-12 weeks. Sometimes there are things that hold up containers that we have no control over, ie: problems on the water or boat, the ports go on strict frequently. There are many different factors that play into the arrival of furniture. According to the customer it was damaged. She called stating that she wanted a full refund and we agreed. However, since then she has no contacted us back or answered any of our calls. We have no problem refunding all her money back but we need our furniture back in order to do that. We need your help in contacting her and getting her her money back. I feel at this point she is going to try and drag this out so she can use the furniture while we deal with this problem. Which is not right. If she is unhappy with everything that has happen we are more the happy to return her money. We need contact from her within 48hrs to pick up our furniture and refund her money.