Amazing Finds

I am rejecting this response because: I do not agree with the business owner I was told from the very beginning when I called to let them know that the recliner broke, that there was nothing that they could do for me I was never told to bring the recliner in, or I certainly would have At some point the owner changed the story, to say that if only I had brought the recliner in, then they would have made an exception and refunded me I was never told that, and I got rid of the recliner, only because they told me that there was nothing that they could or would do to help me That is why I took pictures, and kept all of my documentationI have attached the emails that went back and forth, however, I see that I am only allowed attachments I have more to attach, so hopefully, I can go back in and finish adding the rest of my attachments

First, it appears that Mrs*** did not provide you with her signed consignor agreement. If she had done so, or if the Revdex.com had insisted that she provide this document before filing her complaint, most if not alll of her allegations would have been negatedMrs*** alleges that
"Amazing Finds should keep better track of peoples merchandise". Response: See copy of her signed contract, paragraph 5: "Each CNR [consignor] will also be assigned a “Consignor #” that CNR can enter into AF's website to provide the ability of CNR to track their unsold items." AF is the only consignor store that we are aware of, that went above and beyond any other consignor store to computerize our inventory with a special software program that allows our consignors an easy way to track their items at home, anytime, by simply going to our website and entering their consignor number into the query box in our website. All of their unsold items will show up. It will even tell them if they have a check waiting for themOur website shows about 10,items between our stores all photographed, described, priced, etc. Frankly, it couldn't be easier for consignors. Mrs*** alleges that "They do not call you or email you" and wishes that "They [Amazing Finds] should also send people there [their] money when something sells". Response: Our immediate response is - Of course we don't! Paragraph states: "your check will be held in the respective store for you to pick up unless specifically requested in writing by CNR to be mailed." We have near consignors, so not only would it be impractical to notify (by calling or email as she wants) all consignors whenever one of their items sells, in addition and by experience, even if 5% or less claim that they didnt get their check, it would cost $in stop check fees and other fees, that consignors did not want to pay, so we did away with mailing checks to consignor several years ago and all consignors now have to agree to pickup their checksMrs*** agreed to this condition when she signed the contractAll of our consignors gladly come in and understand our reasoning for this rule. Mrs*** alleges that she has a loss of $apparently due to "missing items". Response: Please see paragraph 6, titled "Consignment period, early withdrawal, items

In considering any request for a refund we first apply our our reasonable and standard in the industry "all sales final" policy for all our used items (except of electronics) This policy is not only implied when purchasing used items, but stated in all our receipts, inside our stores, and on
our websites Second, despite this policy, and thereby no legal obligation to accept a return request, we are generally very liberal in return request but we consider whether the request is made in good faith In this case, our staff appropriately deemed that this was not a good faith request First, the customer purchased this consigned (used) recliner on 5/24/after carefully examining the item and even receiving a discount for the minor defects she noted, and it wasn't until about months later that she alleged the problem and made the return request This time frame is extremely unreasonable Second, we investigated the allegations and our consignor (original owner of the recliner) denied the alleged damageThird, it appeared that the customer no longer even had the recliner, and that it had been kept outside and had markedly deteriorated since their purchaseFourth, even despite all of these, we extended a courtesy return consideration on the condition that she simply bring the item to us so we can inspect it Instead she refused she demanded a full cash refund without bringing the item back for our inspection Therefore, it should be clear to the Revdex.com that not only does the "all sales final" rule apply here, but that this request is not even remotely close to being a good faith return request We would be willing to submit records if requested Thank you

I am rejecting this response because:  I do not agree with the business owner.  I was told from the very beginning when I called to let them know that the recliner broke, that there was nothing that they could do for me.  I was never told to bring the recliner in, or I certainly would have.  At some point the owner changed the story, to say that if only I had brought the recliner in, then they would have made an exception and refunded me.  I was never told that, and I got rid of the recliner, only because they told me that there was nothing that they could or would do to help me.  That is why I took pictures, and kept all of my documentation. I have attached the emails that went back and forth, however, I see that I am only allowed 4 attachments.  I have more to attach, so hopefully, I can go back in and finish adding the rest of my attachments.

Review: SECTIONAL IS DAMAGED AND BROKE

I BOUGHT SECTIONAL BRAND NEW AND FIRST DAY I BOUGHT IT I OPENED IT AND IT WAS DAMAGED. CALLED TO AMAZING FINDS AND TOLD THEM AND THEY SAID THE MANAGER WOULD CALL ME AND I HAVE NOT HEARD ANYTHING FROM HER.Desired Settlement: I WOULD LIKE THE TOTAL AMOUNT THAT I PAID FOR THIS SECTIONAL SINCE I HAVE HAD NOTHING BUT ISSUES WITH THIS.

Business

Response:

Business' Initial Response

First and foremost, it is our company's policy to provide the best customer service possible, and we often go the second mile for customers and give them the benefit of the doubt. However, we conclude that this case is an exception.

The key principle here is that any claim of "damage" post purchase is an issue as to whether the manufacturer's warranty applies. Our policy, both written and posted, is "As Is." It is the manufacturer that offers the warranty and therefore has the contract and thereby the right to determine if the customer followed the manufacturer's warranty policy, and to determine if there was in fact a manufacturing defect or simply normal wear and tear, and/or abuse.

Again, we do not offer a warranty, and therefore the customer's request that we give her a refund is simply not enforceable, as there is no contract as such between us and the customer. The customer's action is with the manufacturer.

However, our policy is to provide "COURTESY ASSISTANCE" to customers in dealing with their manufacturer's warranty. In this case, it is our experience that the distributor - Coaster - is responsible for and honors the manufacturer's warranty, and has a warranty process that is simple, fair, and straightforward.

The facts of this case are: The customer purchased the item on 3/3/13 and claims that it was "damaged" from the "first day" yet did not report the damage until two months later on 5/1/13, which is our first documented encounter of this problem. She was told to return the item. She did not. In failing to do so, we believe that that she may have voided her warranty.

On 5/15/13, the customer attempted to bypass the warranty process by contacting the manufacturer/distributor and demanding a refund without returning the item. Again she was told to abide by the simple warranty process of first returning the item. She again refused to do so.

On 6/20, she appears to once again try to bypass the warranty process by using the Revdex.com complaint process to coerce a refund, again without returning the item and continuing to use it.

On 6/26, in response to the Revdex.com notice, we contacted the customer and again notified her that the first step in the warranty process, if she had not already breached this contract and voided it, was to return the item. She again refused. The following day, she finally brought the item back, but in dismantled condition, close to 4 months after purchase. Our staff found evidence of normal and heavy wear but no apparent manufacturing defect. She subsequently dishonestly claimed that we had agreed to give her an unconditional refund as long as she simply returned the item. When we denied this unconditional refund demand, she took the item back and did not allow our staff to continue with the required documentation and investigation required by the warranty process.

The following day, the customer submitted photos to the manufacturer/distributor of gross damage to the item that was not present when our staff evaluated it just a few hours prior, raising an issue of intentional damage to the item. It is our understanding that the distributor/manufacturer subsequently denied her warranty application. We therefore can no longer assist her and will be closing this case. We can only assist customers who adhere to the warranty process.

Consumer's Final Response

On March 3rd, 2013 I went to Amazing Finds to look at the sectionals and couches that were available and in stock. I ended up liking one that they had displayed and asked if it was available. They lady who helped me at the time told me they had a lot in stock and to choose what color I would like. I choose the color and style. They loaded it and I drove home. As soon as I got home and started to assemble the sectional I realized it wasn't the one I asked for. I called Amazing Finds and told them the problem. I was told to bring it back and they would make sure I would be sent home with the correct one. Upon arrival to Amazing Finds, they had already had a new set ready to be loaded for me to take home. They loaded it up and I left. Once again I made it home and started to assemble the sectional and realize that they had given me two different color sectionals. So once again I ended up calling back to Amazing Finds and having to go back and leave with another set. When I got home with now the third set, my husband and I started to put the sectional together and realized that there was pieces broken and stitching coming out. I called again to Amazing Finds and told them the issue and that when I was told I now have to wait for the manager or the owner to contact me since they were not there at the time to handle the issue. I waited about two-three days and called again since I had not heard anything from the manger or owner. When I called back they told me that they haven't been in to get the message and that they would note that I called again. I waited a few more days and called back and got the same thing, sorry manager or owner has not came in and you will have to wait till they call you back. A few days pass and no call from anyone from Amazing finds. I called back again to get the same thing, but this time I asked what time a manager or owner would be in the store and was told that they would be in this day and between this time and this time. I waited and called back during the time that they gave me and once again no manager or owner available. I called back several more times to only hear the same thing. I waited a couple months and called back and once again was told that there was no one available that could help me but they would take a message and pass ** on. During that time I contacted the manufacture of the sectional, COASTER and told them what was going on with Amazing Finds and the sectional I purchased from them. They had also called Amazing Finds and told me that someone from there would be giving me a call that same day. I have spoken with COASTER on several different days about this sectional. A month passes [redacted] I get a call from a guy who said he was the owner. I had about an hour long conversation with him and he told me to bring the sectional down and I could get a full refund. My husband and I took the sectional apart, loaded in the truck and my sister and I drove down there with the sectional and upon arrival I went in and told the guy that was there what I was there to do. He unloaded the sectional and started get confrontation saying we don't do refunds no matter what and who you talk to. The guy who was there said I didn't talk to him and he would call the owner and see what he could do. The guy at the store called the owner and started to walk away so I couldn't hear the conversation. When he came back he said that he's not helping me and there is nothing that they can do. I then called the owner back and he stuttered and said the same thing. I asked why he would lie to me and he being to get rude and then hang up. I then asked the guy at the store what was going on and he begins to get rude and tuff and tries and scares us. So we loaded up the sectional and left. I then called Revdex.com and filed a complaint. I have tried everything to get this fixed before calling the Revdex.com and COASTER. I have since then had no contact with Amazing Finds.

Business' Final Response

This response is to address the Revdex.com's request to "compromise." Unfortunately, we can not. There is nothing we can do, even as a courtesy, if the customer willingly disregards the warrantee process. As stated in our previous response, it is the manufacturer that offers a warrantee, not the retailer/reseller. Retailers like us have the option of giving a "additional warrantees" often with an extra charge. We chose not to do so, therefore, the manufacturer dictates the terms of the warrantee, the process, determines if the warrantee applies due to a defect, and whether to refund, replace, or repair the item. We do not. Our role and policy is to simply to give COURTESY ASSISTANCE, to the customer with their manufacturer's warrantee process. In this case, (see Coaster Warrantee rules attached), the customer voided her warrantee on two grounds: 1) failed to return the item and 2) failed to do so within the required period of 60 days. Any reasonable person would have returned a truly defective item immediately. The customer admits to these two facts in her response and continues to refuse to return the item, so there are no questions of relevant facts and therefore, the Revdex.com should have already closed this case. Lastly, it is unfortunate that the customer has added numerous other absurd allegations to muddy the picture - all slanderous and irrelevant to the main issue of this case - the warrantee process. The truth is, the customer purchased a left sided chaise and found that she made a mistake and needed the opposite. We immediately and without question gave her the courtesy exchange (we didn't have to based on our return policy). It is not true that we gave her 2 different color items. It is also not true that she repeatedly called to report this "break". Our staffs are specifically trained to report in writing any customer complaint and she did not report this purported break until May 1. Lastly, it should be plainly obvious that it is grossly unreasonable to not return an item within a reasonable time period. This item was only briefly returned on 6/27 - over 120 days later. The warrantee specifically states 60 days! Yet, most fatal to this case is that to this date, this item still has not been returned. As stated before, the customer refused to leave the item with us in violation of the warrantee. Also, it is not true that our staff promised a complete refund simply if she simply returned an item. This allegation doesn't even make sense. In short, normally we go to bat for the customer, but not in this case. This entire complaint is pure bad faith.

Review: I purchased a recliner from Amazing Finds on 4-24-15, for $149.81. On 7-10-15, I sat in the recliner, and it broke. The left side of the back of it collapsed. I called the store, and spoke with [redacted], who originally sold me the chair. He told me that nothing could be done, because it was a consignment item. What's worse, when my friend was helping me move the recliner out of my house, she went to take a closer look at the back of it to see what broke, and the recliner had been clamped together with an "old" screw clamp!!! Never once, did he say to bring the chair back in. This was unacceptable to me, so I sent them a letter. I enclosed a copy of my receipt, pictures of the chair and the screw clamp from different angles, and gave them until 7-31-15 to refund me for the chair, or I would file a complaint with the Revdex.com. I also said that I really didn't want to have to file a complaint, but that if they wouldn't refund me, then I would. I was contacted by voicemail, and then email by the manager [redacted]. The end result has been that he says if I would have returned the chair, then they would have refunded me. This is an untrue statement, as I was told nothing could be done, I was never told to bring the chair back, and the emails from this manager are saying that I didn't bring it back when I should have. I would have brought the chair in if they would have told me to bring it back in. The end result for me has been that he has told me twice by email, that I will not be refunded, and that it is because I didn't return the chair. He has further accused me of being in violation of Penal Code section 518, because I threatened to file a complaint with the Revdex.com, and possibly further public slander unless they refund me for the chair.Desired Settlement: I would like a refund, and for them to understand that it is my right as a consumer to file this complaint. In one of the emails that I was sent, they said, "...the first step is for the buyer to return the item to us so that we can inspect it, determine if it can be easily fixed and resold, or simply return it to the consignor for a full refund." I would hope that they wouldn't fix a chair like I bought, and put it back back out on the floor, to sell to another innocent customer/consumer.

Business

Response:

In considering any request for a refund we first apply our our reasonable and standard in the industry "all sales final" policy for all our used items (except of electronics). This policy is not only implied when purchasing used items, but stated in all our receipts, inside our stores, and on our websites. Second, despite this policy, and thereby no legal obligation to accept a return request, we are generally very liberal in return request but we consider whether the request is made in good faith. In this case, our staff appropriately deemed that this was not a good faith request. First, the customer purchased this consigned (used) recliner on 5/24/15 after carefully examining the item and even receiving a discount for the minor defects she noted, and it wasn't until about 3 months later that she alleged the problem and made the return request. This time frame is extremely unreasonable. Second, we investigated the allegations and our consignor (original owner of the recliner) denied the alleged damage. Third, it appeared that the customer no longer even had the recliner, and that it had been kept outside and had markedly deteriorated since their purchase. Fourth, even despite all of these, we extended a courtesy return consideration on the condition that she simply bring the item to us so we can inspect it. Instead she refused she demanded a full cash refund without bringing the item back for our inspection. Therefore, it should be clear to the Revdex.com that not only does the "all sales final" rule apply here, but that this request is not even remotely close to being a good faith return request. We would be willing to submit records if requested. Thank you.

Consumer

Response:

I am rejecting this response because: I do not agree with the business owner. I was told from the very beginning when I called to let them know that the recliner broke, that there was nothing that they could do for me. I was never told to bring the recliner in, or I certainly would have. At some point the owner changed the story, to say that if only I had brought the recliner in, then they would have made an exception and refunded me. I was never told that, and I got rid of the recliner, only because they told me that there was nothing that they could or would do to help me. That is why I took pictures, and kept all of my documentation. I have attached the emails that went back and forth, however, I see that I am only allowed 4 attachments. I have more to attach, so hopefully, I can go back in and finish adding the rest of my attachments.