AM Electrical & Lighting Design Services

[redacted] purchased a futon frame in a Hickory wood color and a futon mattress on 09/20/15. The merchandise the customer ordered came in exactly as the contract indicated. the confusion is that the mattress comes only in a white ticking, which the catalog photo displaying the futon frame, had a...

mocha colored coverlet over top of the mattress. The sole intention of the catalog photo was to display the hickory wood futon frame only. The mattress is a optional purchase and only comes in a white ticking. The customer and the salesman were confused on the color of the mattress. Again, the mattress only comes in white. [redacted] spoke with Mrs. [redacted] on 12/1/15 and explained that a cover over the mattress is a accessory item as a bedspread is a cover on a mattress. After explaining to the customer we both understood that the cover is a optional item at an additional cost. Because of the misunderstanding by our salesman, [redacted]s agreed that we will special order a custom mocha futon coverlet at no charge. This customer is very satisfied. It will take approximately 7-10 business days to come in.

I am not understanding what this customers findings are, but the facts are the credit has not been expired and is still available for the customer to use before January 12,2016. No funds have been disbursed from Guardsman to Michael's Furniture as of 12/14/15. As a reminder, this customer came in for a refund of the difference for 11/19/15. Ms. Ferraro still has the option to make a selection for a new purchase prior to the above termination date. She should contact Michael's Furniture, and speak only to Michael to make an appointment for a selection.

[redacted] entered into a contract with Michael's Furniture on 8/26/17 for special order merchandise. On 9/12/17, she was contacted by Michael's Furniture to set up delivery. She did not return our call for three days, at which time our delivery schedule was booked. [redacted] has failed to return all...

subsequent phone calls to set up delivery. Per the terms and conditions of our contract (line 3 and 4) and credit card slip, there is no refund on any special orders. [redacted] furniture is here and waiting to be delivered.

Michael's Furniture has contacted the customer on 11/7/17 to come into the store and we will issue her a refund in the amount of $2,105.43.

Complaint: [redacted]
I am rejecting this response because: The business had at least 7 times to prove their good intentions, 7 times represents every time I reminded them that they promised...

"to refund my money without a problem"  (exact words of the salesman at the time),  including the date I filed the complaint with Revdex.com.  the salesman said he would call me back that day and he did not.  all of this over $20.00.  not a good representation.    I still have not seen a check. 
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:
I was reading the letter of response and the owner is lying.  He clearly said to me that the money never went anywhere and nothing was ordered until I paid 50% of the order which I hadn't know about until I was leaving the state.  I had no other choice but to go find a different bed for my son and have it set up before I left.  He clearly stated when I had come in that the guy I ordered the bed through called me but I have proof by voicemail and phone that I never received a call.  I want my $100 back and will take nothing less.  The item was a special order but as the owner stated....the order was never done since I hadn't paid 50%  with that he stated that the money I left was to hold the price.   He never once said anything was ordered.  He only said that the money was holding the price and nothing would be ordered until 50% was paid. I was reading the response and I must have clicked accept by accident.   I DO NOT accept their solution!!!!! [redacted]
Regards,
[redacted]

Michael has made two attempts to see if we can come to a better resolve and has not received any returned calls.

Since merchandise has arrived we have made numerous attempts to schedule delivery. As per our previous comments above, enclosed is proof the customer has received calls from us. Please find letter attached from customer, asking us to stop calling. At this point merchandise is still available to schedule delivery. Our attorney has sent a letter to customer dated 10/2/17, indicating to arrange delivery with the store. The process is simple, the merchandise is here and ready for delivery, Monday through Friday.

Customer [redacted] came in on June 29th and reselected from her original purchase and was delivered on August 25, 2015 and was completely satisfied.Documents provided upon request if needed.Thank You,[redacted]Michael's Furniutre"It's Gotta Be Michael's"[redacted].[redacted]...

[redacted]###-###-####

Customer purchased a sleeper sofa on Sunday, July 5th which was then processed on July 6th, the following business day. The sofa came in exactly 12 business days later and customer was then called to schedule delivery. After date was scheduled, we delivered it to her home and the sleeper sofa did...

not fit up the stairs. The customer stated she has maintenance men on the complex that she was going to make an appointment with to hoist it over the second floor railing into a sliding door. She was suppose to contact the store to schedule a re-delivery at no extra charge when she had the maintenance men available to hoist the sleeper sofa. The second option that Michael's Furniture offered was to come in and reselect a smaller size sleeper sofa that would fit and customer denied. Our contract states in terms & conditions, "Customer responsible for Hallways, Entrance, Room and Doorway size for above order". We are always willing to satisfy our customers. Documents provided upon request.

Complaint: [redacted]
I am rejecting this response because:[redacted]ease call me at [redacted] What they're claiming is untrue.  The only special order item I was told by Joe was the media console, not the triangle table because they can get that in 3 to 4 days, once they have a date of the media console coming in 3 to 4, possibly 6 weeks.      
Regards,
[redacted]

Customer [redacted] came in on June 29th and reselected from her original purchase and was delivered on August 25, 2015 and was completely satisfied.Documents provided upon request if needed.Thank You,[redacted]Michael's Furniutre"It's Gotta Be Michael's"[redacted].[redacted]###-###-####

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
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.
We have an complaint from a customer, case #[redacted] on August 8th, 2015. This case is closed and the customer is satisfied and received her merchandise in which she was taken care of by Michael. I spoke to a [redacted] today and she said to just email you guys and let you know that this was taken care of.Please contact us with any other questions you have.[redacted] **  [redacted]E-mail: [redacted]
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:
I was NEVER contacted with a delivery date. I never received any messages indicating a delivery would be set and I never received any missed calls on either of my contact phone numbers. Why would I deliberately not return phone calls for a much needed product? I did not special order any furniture nor was I ever told that any items were special ordered. I did not customer order furniture nor was I told any items were custom ordered and would be delayed. I was never ever given an estimated delivery date. I can provide a record of calls on the date Michael's claims to have called and no where does it show Michael's phone number. 
Regards,
[redacted]

Michael's Furniture has issued [redacted] a refund of $20.00, which was sent in the mail. Thank You!

The customer signed and agreed to the contract terms there were no special conditions spelled out that the customer needed the merchandise in less time then a normal special order would take, minimum 4 to 6 weeks. We have merchandise available to every customer that would be in stock and delivered in 3 to 5 days. Michael's offered the customer a store credit for her deposit, which would be good for one year. Documents provided upon request.