Alliance Furnishings

Linda, Thank You for reaching out to us.  We try to be very clear on our policies.  Sometimes a customer may or may not understand.  In our terms and conditions we lay out our policy on this so there is no misunderstanding.  This customer requested a refund.  A refund...

has been provided. Quantities - Cartons Most items are sold per piece.  Example: Sofa.  Some items may be in multiple quantities.  Example: two, four, etc.  Item Example: Lamps with 2 in a box.  In that case you would need to order 2.  Of those we will let you know if you ordered in error.  If so you can choose to receive a refund or order the correct amount.  Items with multiple quantities cannot be sold separately.If you have any other questions please feel free to call or email.God Bless,Alliance

Regarding complaint: #[redacted]After not hearing from the company this morning, I decided to try calling this afternoon. I called at 1:20 pm (California time) and [redacted] answered. I asked if I could speak to a manager, to which I was told the manager was "out for the day".  I told...

[redacted] I had been calling for over a week and was frustrated that a manager was not available. She then told me she was by herself and the manager had been in the hospital for 3 weeks, waiting for heart surgery?!?  She asked if she could help, I gave her my order number and asked her to check the status of the shipping. [redacted] replied that it was estimated to be shipped tomorrow, I asked why and that I had been told it would ship last Monday.  She then told me these dates are estimate dates, I told her I didn't want to wait for it to maybe ship, and I  would like to cancel my order and get a refund. She said she could do that, I asked if we could do it while we were on the phone. She told me she had to email the owner, and it would go from there. I asked if there was a number I could have to reach him directly, because I didn't want to deal with not being able to get ahold of anyone again. She told me it was best to email, I informed her that I didn't think that was best because I had sent two emails already and received no response.  She then got heated with me and told me, "if I tell you it is my fault will you shut the  hell up and get off the phone!" And then she hung up. I have attached a picture of the email I received after the phone call, it states she started the process for a refund.I have never been treated like this from a business, and will not recommend them to anyone. This whole situation could have been avoided if my calls or emails were answered/returned in a timely manner. I am hoping the refund will come through quickly because I do not want to deal with this company ever again. Thanks- [redacted]

We do show that this is in process.  We apologize that this was damaged and we apologize for the delay.  As corresponded to you previously your replacement order is was on back order.  It has not been picked up.  After reviewing it does show that it is available to ship now....

 We will let you know as soon as it does.  We want to make sure you receive all items correctly and will do so. God Bless,Alliance

Complaint: [redacted]
I am rejecting this response because: I have not received a refund I contacted my bank and they aren't showing a refund on my account neither. I would like to see proof of this refund if in fact it is true.
Regards,
[redacted]

Response for Customer.
 
The customer ordered items that would ship UPS and LTL.  LTL shipments do take 1-6 weeks as stated in our policy in which items arrived on time.  At no time would we make up a Claim Number (attached).  That would not benefit us or the...

customer in any way.  We do everything we can to help customers at all times.  The shipping company (Ceva) damaged there product.  We have all customers sign for delivery after inspection.  This is a requirement to make sure the LTL carrier has done there part.  Also to make sure they are responsible for any damage.  At that point if there is any damage the customer will need to file a claim.  This customer did not want to do that.  Therefore we did what we thought would be the right thing and did it for them.  The customer also disputed this with PayPal.  PayPal ruled in our favor.  After this we then thought we would do what we thought was right and have the customer send back the damaged piece.  At that point we would send them a replacement.  We have yet to see the item returned. 
Proposal
1.  Send back damaged item.  We will send replacement.
2.  Keep the item you have.  We will offer $74.75 to you.
 
We have attached the claim email that was sent so you will know we are being truthful.  Please also know that religion is very important to us.  We stand behind not hide behind any religious quote we state.  Please let us know what you prefer us to do at this point.
 
God Bless,
Alliance

[redacted], We do apologize.  The lady handling your account has been on medical leave for quite some time.  We have someone looking into it for you.  We did notice that you wanted to wait as it was on back order.  It appears that is what the long delay was.  We also...

noticed that the email correspondence has been good between you and us.  We will keep that going as well.  Someone will reach out to you today with a resolution. God Bless,Alliance

Complaint: [redacted]
I am rejecting this response because:A.  I realize I agreed to wait for a back ordered product, however, this was shipped from the manufacturer and has been sitting in a delivery company's warehouse for 2 months.  That has nothing to do with the backorder.  B.  The email communication has been me asking for answers, and your responses putting me off longer and vague such as "let me check" and then never responding.  C.  You stated that you would get ahold of me today to assist, and that did not happen (go figure!) It was just another dishonest response from a dishonest company.  Call the delivery company, pay your bill, and allow them to deliver my order.    
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because: the response still does not give a time frame on delivery. The order was placed in May. They have my money and I still do not have a couch or delivery date. 
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because nowhere on the product pages in question on their website does it state that chairs must be ordered in quantities of 4.  I've attached screen captures of the Spec sheet of one of the products, in which it shows the Shipping Dimensions.  Note that the shipping dimensions are for 1 chair, not 4.  I was told by the associate that called me that these chairs come boxed in sets of 4.  I've also attached a screen capture of the shopping cart from their website in which you are allowed to select any quantity you like of these chairs.  Also not that it does not mention that these must be purchased in sets of 4.  Lastly, I've attached a screen capture of the email receipt I received, in which the order went through and was accepted, as was my money.  And I did not request a refund, but rather was told that I would be getting a refund shortly.  I requested that the order be filled as it was placed.  The associate on the phone refused to put me in touch with anyone else who could help solve the issue.  I just want the products that I ordered delivered as promised.
 
 
Regards,
[redacted]

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

Linda,
 
Thank you again for sending response.  Please see attached Link for terms and policies.  We called the customer to let them know they had ordered in error.  We offered the correct amounts and or refund.  A refund has been provided.  If you want to discuss how the conversation went on the phone with the customer please call.  We will be glad to go over the phone call with you.
http://www.alliancefurnishings.com/en/cp-terms
Thank You Much and God Bless,
Alliance

Complaint: [redacted]
I am rejecting this response because: According to email from [redacted] at Alliance Furnishings, they had at time of last email, already ordered a new table to be shipped to us free of charge. Beings it is now 3 1/2 months later and still no table, they have lied yet again. Therefore, we are standing our ground and requesting our original settlement.
Please see attached emails, one stating they were sending a claim number for the replacement part and other stating table had been ordered and would arrive in 1-6 weeks.
Regards,
[redacted]

At no point would we lie to you.  After emailing about swapping this out for you there was a dispute done on the FULL amount of 1067.76.  The dispute should have been for 298.99.  We let you know that we would not ship while there was a dispute of any kind because it could case us to lose our product and payment.  This is policy.  We hope you understand that.  Therefor we requested product be sent back.  We still don't have it.
 
Here is what we can do for you to make this right.
 
1.  Work with Manufacturer to ship the piece that you need.  They don't offer it as a part to send.  We will work diligently with them to send to us then ship to you.
 
2.  You ship item back.  Will need to be it the same condition as is.  All pieces good and working except the piece you need.  We will then not charge you a restocking fee and give you 100% of your money back for the item.  $298.99.
 
Once again sorry for any issues.  We are willing to make it right.
 
God Bless,
Alliance

Linda,
 
Thank You for reaching out to us.  We try to be very clear on our policies.  Sometimes a customer may or may not understand.  In our terms and conditions we lay out our policy on this so there is no misunderstanding.  This customer requested a refund....

 A refund has been provided. 
Quantities - Cartons
 
Most items are sold per piece.  Example: Sofa.  Some items may be in multiple quantities.  Example: two, four, etc.  Item Example: Lamps with 2 in a box.  In that case you would need to order 2.  Of those we will let you know if you ordered in error.  If so you can choose to receive a refund or order the correct amount.  Items with multiple quantities cannot be sold separately.
If you have any other questions please feel free to call or email.
God Bless,
Alliance

Complaint: [redacted]
I am rejecting this response because the company did not try to resolve the complaint.  They simply refunded my money rather than fulfill their commitment.  Further, I did not "order in error" as they stated in their response.  I ordered a specific quantity of items from their website, which their website allowed and processed.  The error is on their part for creating a website that allows potential customers to order different quantities of products than what they offer.  I would still like the company to honor their promise to deliver the products I purchased in the quantities requested, or failing that, send me their recommended quantities of 4 chairs and 4 barstools for the amount that I already paid.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because: Alliance Furnishings, please read the last email you sent to us (from [redacted] the owner, attached again). You said you were sending us a new table free of charge. Why are you now changing your resolution to the problem? Either send us the new table you said you had already ordered or send us the 75% refund we are requesting for the damaged item we received and the time we have invested in trying to get you to honor your statement.
Regards,
[redacted]

A claim was done on the customers behalf for the damage.  He also filed a claim with PayPal.  Everything was done correctly on our side.  PayPal ruled in our favor.  We did however give the customer a refund though.
 
Thank You Much,
Alliance

Linda,
 
Thank you for reaching out to us.  We try to help every customer at all times.  In response to this customer there are a few things we want to address and try to resolve.  We indicate to all customers our delivery times when they order there product. ...

They receive an email about there order.  There are 3 places on our site that indicate it can take any where from 1-6 weeks to deliver.  This is next to the item you would like to purchase.  On check out.  Also, in our terms and conditions. 
It is also stated that we never replied or contacted the customer.  We show that we communicated with [redacted] on several occasions through email.  With the delivery company as well.  We do not track phone calls but we can assue you if someone calls we help.
 
The tracking number was provided.  We indicate to the customer that they have to be present to sign for this.  Their shipment lasted 2 more weeks due to them not being able to meet during normal business hours.  They are also asked to inspect the product when it comes in.  As she indicated she didn't inspect the product.  We ask them to do this so we can make sure that their product is delivered by the shipping company properly.  If it is not we make the shipping company responsible for it.  We work with shipping companies on a daily basis.  At no point would a shipping company not know what to do.
 
I am unsure why the customer would state that we have a non working number.  There have never been any issues.  Also,  we work with Google.  Therefor our inbox would not be full.
 
PayPal indicated to us that we were not at fault due to the customer signing and indicating that they inspected the box.  PayPal then asked them to return to us.  At that point we would refund the customer.  This was our choice.  Not PayPal's.  We wanted to help the customer by getting them some of their money back.
 
All of this is in response to the customers claim.  We help customers on a daily basis.  Some are hard to please.  Some are very easy.  Some don't understand the process of larger items online.  We do everything we can to let them know what to expect.  We are noted to have great customer service.  We want to keep it that way.  With that we will refund [redacted] her full amount.  She is welcome to keep or throw away they bed that she received from us.  We hope we have answered any and all questions that you may have. 
 
God Bless,
Alliance