A Plus Furniture & Mattresses

I, *** in response to the complain dated 07-23-2019, would like to mention that whatever *** had said and mentioned in her complain is not True.

When *** had bought her merchandise I was upfront with her and had mentioned that the Recliner will be on back order, and she had agreed to wait for it, also she had wanted to apply for Finance, I had taken her information and got her approved with Snap Finance for a term of 12 months, she had agreed to the terms and to Snap Finance conditions the time of the purchase and she had signed the agreement between herself and Snap in the store keeping in mind that the recliner will be on back order and she wanted on the same invoice since it cannot be added to the Snap Finance payment at a later time when the recliner is available unless she would have to pay cash for it, so she decided to add it on the same invoice so it can be financed rather than paying cash for it.

Few days later *** came back to my store and wanted to Buy More High chairs with different design and the Chairs she chose are special order and will take 2 months to arrive, and she was aware of it, but asked me if it can be added on to the Snap Finance, so I placed a phone call to the Snap Finance and requested the amount to be added on if possible, and they said since there was no payment applied yet since it was not Due the payment yet they are able to reopen the application and allow me to add to the order her new merchandise.

*** had agreed to the terms and condition of Snap Finance all over and had signed new form to the addition of the merchandise she had gotten earlier, the merchandise where delivered and *** was very happy since I spoke to her a few days later to follow up on the delivery and to confirm the delayed furniture.

About a month later she called to check on the back order and she mentioned that the light on her Loveseat is not working, as a policy a "seller will assist the buyer in the exercise of all factory warranties" and she had signed this agreement as well as no cancelation on special orders, but as a courtesy I went out to her house and checked on the Loveseat light and made several calls to the factory on her behalf so I can keep her happy, and all of the sudden her phone had turned off and no longer working and unable to reach her to let her know that the back order has arrived and need to set up a time for pick up or delivered, knowing that these phone interruption usually happens and maybe out of town and she will eventually call me and letting me know that she is back in town, until last week when she called me and letting me know that her chairs that she has are defective and it is the first time that she mentioned the chairs never before as she stated in her complain, I asked her to bring the chairs over and I will see what I can do for her and I mentioned to her that I have been trying to call you for a long while but your phone is not working, she said that she had gotten a new number, she mentioned that she would like to cancel the other chairs and the recliner, and I said I am not able to do that since it was a special order and it has been ready for a while and unable to call you to confirm the time to pick it up, she mentioned that she will call Snap Finance and talk to them about it.

I called Snap myself to find out that they also have been trying to reach her and unable to do so since she had her phone number changed and that she has been behind on her payment for the last 3 months, I made a deal with Snap Finance to get her account current and restart her account as it is new and restart the date to current and to keep her account in good standing without affecting her credit score, and I was able to do that since I do good business with Snap and the Resolution person was very helpful. So I called *** back and had offered her to take the chairs and the recliner and reset her account with Snap to be current and start her 100 day pay as cash as of that day, she agreed and she said she will bring in the 2 chairs she has, so I can help her fix them and check them out.

She came in with her husband or brother with the 2 chairs to find out that the chairs are loosen and the screws are almost fallen out of it as if someone physically had unscrewed them, so I said to her that this is not a warrantee issue it is screws that are loose and needs to be tightened, I guess she did not like that and her gentleman started insulting me and putting my store down since they were expecting to get a brand new chairs replacement of what she has, and called me racial names since they are Black, in the present of my employee which is black and a customer that just walked in.

Due to the negativity of her manand her raising her voice at me, I declined their service at the moments for me to have called *** at a later time telling her that I don't like having customers upset and still would like to her if she would like to come in and bring back her chairs so I can proceed with their issue to be solved and to make sure that her credit will not be effected, she said that she will come in but little late, and as of today 08-01-2019 at 0420 pm she has not showed up even though I had called her at her new number couple of times and left her a message.

Surprisingly enough I opened my mail box today and found your letter in my mail telling this untrue act and nothing but untrue circumstances that went on, regardless of this letter I am a person with great customer service so long I can help and I am able to take care of the issue within policies and procedures that allows me to do without causing any harm to any one, and if Mrs. would like to come in and take me on my offer I will be more than happy to proceed with her issues so long her man does not come in with her and add more insult, and if you need the customer was present the time she was at my store let me know so you may contact him to collaborate what I am saying.

Looking forward to hearing back from you and from Mrs., and keep in mind that I am here to make sure my customer are satisfied and happy.

Sincerely yours.

Dear ***.

I received your response to my letter, and quite frankly she had nothing to say but to deny what I had said although I had my employee, and a customer that I am willing to share their phone number if you wish to call me so I can provide you their telephone number since you had requested of me not to mention name and personal information in my letter to you.

When Mrs. had approached me with an issue about her Love seat light not working, I went to her house personally the same day she had called me to take care of her need rather than wait and having the factory come out and inspect the issue at some later time,

I ordered a replacement of the love seat, for her to be happy rather than fix the issue and possibly goes bad again, I thought by doing that she would be so Happy but I guess I was wrong and seems Mrs. taking advantage of me being extremely nice with her.

Regardless of all this she had her phone number disconnected and was not able to reach her for a long time, I thought she may had been out of town or on vacation and she will call me when she returns, and for sure she would get back to me since she needed me to get her the remaining chairs and help her with the warranty on her Love seat.

Sure enough all of the sudden she had called me and stated of her defective chairs for the first time, I had asked her to bring them in and I will help her take a look at them and take care of the situation specially if they are defective I will help her out to solve the issue, when she came in with her husband I saw the chairs loose and the screws as I had mentioned in my earliest letter that they where almost falling off as if someone must had taken them apart and I asked her husband to take a picture of them since he was making a big deal about them with insult to me and to the store, I wish he will send you copies of the Photos he had taken to prove to you and to everyone that what I am saying is the truth and I wish I had taken pictures of them so I can present them to you.

Her Husband was very unethical person and very insulting, and as I had stated she called me racial names in the presents of the customer that had just walked in at that time and in front of my employee which is Black as I had mentioned.

I have extensive amount of customer for the last 4 months for me to have couple of bad review I expect that just like any other business, sometimes it is very hard to please someone although I have and will always go the extra mile for my customer and try to make them happy, but obviously was not successful in this situation although I had reach out to her as I had mentioned in y previous letter to you, after the incident happened trying to make her happy but she was not cooperating.

I Love my customer and I will do whatever it takes to make them happy so long we have respect and manner.

Finally, I greatly appreciate your time and effort in helping us with this situation.

Sincerely yours.