Dear Dispute Resolution Services: Attached is Metro Designs response to the above referenced complaint along with supporting materialsBelow is the text of our response pasted in this email for your convenience: [redacted] ** [redacted] [redacted] Dear Dispute Resolution Services: Metro Designs strives to give the best service to our clientsIn the furniture industry there are many points along the chain where a problem may occur including damage in transit, shipment delays, or product defect as a couple of examples It is the nature of the industryWe are truly sorry [redacted] had a problem with one of their ordersWe’ve made very clear and demonstrable attempts to address the problems within the norms of the industry and our business terms, however [redacted] is not satisfied with the resultMetro Designs has been in business for over years and has never had a complaint against itThe owner of the company has well over years experience in the industry and the Hooker Furniture brands in particularI have been the Office Manager almost as long as Metro Designs has been in business First, we worked diligently to resolve delivery and quality issues with [redacted] There are three ways the manufacturer address quality problems: 1) If a minor issue a discount to keep is offered, 2) if repairable, a local repair must be authorized by the factory if over a certain dollar amount, or 3) full replacementReplacement freight is pre-paid by the factory to the receiving warehouse, which would be our delivery service Secondly, the manufacturer acknowledged the quality problem and offered a replacement chest or a credit for the item [redacted] was given a choice of replacement or credit for the piece, excluding freight and delivery paid, as is our policyThe piece is discontinued, but there was/is stock and we secured a replacement at the factoryTo further satisfy [redacted] our service agreed to deliver the replacement at no additional charge based on the earlier issue [redacted] declined the replacement and selected the credit memo (attached)After accepting the credit memo she insisted that any new product ordered be free of freight and delivery (email exchange attached) Over the weeks of communicating, it became clear that nothing short of a full refund would be enoughMetro Design's terms of service were emailed to [redacted] on in response to her initial inquiry (attached)It goes on to say that transit damage and material defects are subject to the policies set fourth by Hooker Furniture and our freight carrier [redacted] invoice dated clearly restates that there are "no refunds" or "cancellations once payment received" and that we offer "store credit only for unshipped goods" (attached)At any point [redacted] could have questioned the terms, asked for clarification, or not placed the orderThe invoice in question is not her first order with our company so she had full knowledge of our policiesBy proceeding with the order she accepted the terms of how we do businessOn to schedule delivery and never returned the callOn 6/ [redacted] arrangements were finally made to deliver on [redacted] confirmed the delivery window of 11:**AM - 2:**PM On 7/*/the building said they hadn’t received the COIIn the end the building wouldn’t allow the delivery and the delivery service did not have the time to have a new COI issued by the insurance carrierOur delivery service is Furniture Transport, a division or subsidiary of Thomasville FurnitureTheir whole business is centered on properly delivering furniture into consumer’s homesWe attempted to get proof that the COI was transmitted to the building, however the insurance company sends the COI’s in bulk and we could not obtain a transmission receipt [redacted] refused to schedule re-delivery until proof was establishedThe owner of Metro Designs stepped in at that point and worked out the best re-delivery time to meet all parties needs (see attached email “re-delivery communication” #4, #- The delivery service is not responsible for the manufacturing defect and in good faith redelivered the chest under enormous pressures with respect to the time frame from [redacted] Regarding the composition of the [redacted] Veramonte Chest contradict information direct from the manufacturerAttached you will find the product information sheet stating it is Zebra Veneer and an image of an email exchange with the Hooker Furniture Quality Control Department confirming it as "true zebra veneer." #- The complainant’s assertion is her opinion as far as I knowShe claims that Hooker Furniture told her the reason for discontinuation, but I have no verifiable information this is trueThere are two annual furniture markets where new product is introducedThe Fall High Point Market is scheduled for October [redacted] ( [redacted] ) The spring market took place April **th - ***, and is easily verifiableDue to the steady stream of new product introductions, every month something is discontinuedHooker Furniture Company doesn’t disclose the reason each model is discontinued to dealers In conclusion, Metro Designs asks that this Revdex.com claim be summarily dismissedIn her own words [redacted] of [redacted] specifically states in an email dated Thu, Jul **, at 7:PM (attached) that: [redacted] t.” We would be happy to answer any additional questions you and provide as much information as necessary to conclude this matter Thank you for your time and consideration Sincerely, Oliver N [redacted]
Dear Dispute Resolution Services: Attached is Metro Designs response to the above referenced complaint along with supporting materialsBelow is the text of our response pasted in this email for your convenience: [redacted] ** [redacted] [redacted] Dear Dispute Resolution Services: Metro Designs strives to give the best service to our clientsIn the furniture industry there are many points along the chain where a problem may occur including damage in transit, shipment delays, or product defect as a couple of examples It is the nature of the industryWe are truly sorry [redacted] had a problem with one of their ordersWe’ve made very clear and demonstrable attempts to address the problems within the norms of the industry and our business terms, however [redacted] is not satisfied with the resultMetro Designs has been in business for over years and has never had a complaint against itThe owner of the company has well over years experience in the industry and the Hooker Furniture brands in particularI have been the Office Manager almost as long as Metro Designs has been in business First, we worked diligently to resolve delivery and quality issues with [redacted] There are three ways the manufacturer address quality problems: 1) If a minor issue a discount to keep is offered, 2) if repairable, a local repair must be authorized by the factory if over a certain dollar amount, or 3) full replacementReplacement freight is pre-paid by the factory to the receiving warehouse, which would be our delivery service Secondly, the manufacturer acknowledged the quality problem and offered a replacement chest or a credit for the item [redacted] was given a choice of replacement or credit for the piece, excluding freight and delivery paid, as is our policyThe piece is discontinued, but there was/is stock and we secured a replacement at the factoryTo further satisfy [redacted] our service agreed to deliver the replacement at no additional charge based on the earlier issue [redacted] declined the replacement and selected the credit memo (attached)After accepting the credit memo she insisted that any new product ordered be free of freight and delivery (email exchange attached) Over the weeks of communicating, it became clear that nothing short of a full refund would be enoughMetro Design's terms of service were emailed to [redacted] on in response to her initial inquiry (attached)It goes on to say that transit damage and material defects are subject to the policies set fourth by Hooker Furniture and our freight carrier [redacted] invoice dated clearly restates that there are "no refunds" or "cancellations once payment received" and that we offer "store credit only for unshipped goods" (attached)At any point [redacted] could have questioned the terms, asked for clarification, or not placed the orderThe invoice in question is not her first order with our company so she had full knowledge of our policiesBy proceeding with the order she accepted the terms of how we do businessOn to schedule delivery and never returned the callOn 6/ [redacted] arrangements were finally made to deliver on [redacted] confirmed the delivery window of 11:**AM - 2:**PM On 7/*/the building said they hadn’t received the COIIn the end the building wouldn’t allow the delivery and the delivery service did not have the time to have a new COI issued by the insurance carrierOur delivery service is Furniture Transport, a division or subsidiary of Thomasville FurnitureTheir whole business is centered on properly delivering furniture into consumer’s homesWe attempted to get proof that the COI was transmitted to the building, however the insurance company sends the COI’s in bulk and we could not obtain a transmission receipt [redacted] refused to schedule re-delivery until proof was establishedThe owner of Metro Designs stepped in at that point and worked out the best re-delivery time to meet all parties needs (see attached email “re-delivery communication” #4, #- The delivery service is not responsible for the manufacturing defect and in good faith redelivered the chest under enormous pressures with respect to the time frame from [redacted] Regarding the composition of the [redacted] Veramonte Chest contradict information direct from the manufacturerAttached you will find the product information sheet stating it is Zebra Veneer and an image of an email exchange with the Hooker Furniture Quality Control Department confirming it as "true zebra veneer." #- The complainant’s assertion is her opinion as far as I knowShe claims that Hooker Furniture told her the reason for discontinuation, but I have no verifiable information this is trueThere are two annual furniture markets where new product is introducedThe Fall High Point Market is scheduled for October [redacted] ( [redacted] ) The spring market took place April **th - ***, and is easily verifiableDue to the steady stream of new product introductions, every month something is discontinuedHooker Furniture Company doesn’t disclose the reason each model is discontinued to dealers In conclusion, Metro Designs asks that this Revdex.com claim be summarily dismissedIn her own words [redacted] of [redacted] specifically states in an email dated Thu, Jul **, at 7:PM (attached) that: [redacted] t.” We would be happy to answer any additional questions you and provide as much information as necessary to conclude this matter Thank you for your time and consideration Sincerely, Oliver N [redacted]