Ambiente Modern Furniture

Design flaw in bedset that I purchased. It looks bad and I want to return it. Terrible customer service from man answering phone.The bedframe I purchased has a headboard that is spaced out from the mattress placed on the base. It looks strange the way it is and I do not like the gap that is present between the headboard and the bed itself. It is very uncomfortable. [redacted], the man on the phone, said I should screw the headboard over more, but it is already screwed perfectly on, and there is no room left to push it towards the headboard either because of the curvature. This gap is a design flaw and it looks bad. I only just received it and I want to return it. When I called the store to tell them about the problem, the man answering the phone, [redacted], was very rude to me. I have never seen customer service like this before and as a customer who has paid a good amount of money for their product, the way my issue was handled was extremely rude, and unnecessary. It has tarnished the company's name in my eyes and I will never recommend them to anyone. [redacted] was arguing with me about my complaint, did not respond to my email, asked me to stop calling, would not let me speak to the store manager, and he hung up on me as well. Please let me know when someone can come and take the bedset back. Sale number: [redacted]Customer ID: [redacted]Deliv date: 12/23/14Problem Date: 12/29/14Payment Method: [redacted] CardDesired SettlementI need my money back and to return the bed that I had purchased. [redacted], the man on the phone, was not cooperating with me, and not hearing out what I have to say. He also would not let me speak to the store manager and was very rude and nasty towards me, a paying customer. I need a full refund and for them to take the bedset back.Total settlement amount: $2,149.95Business Response I wanted to respond on behalf of Ambiente Furniture in reference tothe Revdex.com case #[redacted] file by Ms.[redacted].On the afternoon of Monday, December 29th I answered the telephone andMs. [redacted] informed me that she had a bedroom that was delivered a fewdays back and did not like how it looked in her room and wanted toreturn the entire set for a refund. I did not have an order in oursystem under her name but after questioning her determined she wasreferring to a sale that was in the name of [redacted]. Afterfinding the sale I again questioned her of her reason for wanting toreturn the bedroom grouping and she stated it did not look good in herroom and that her mattress did not fit the bed and left a gap at thefront of the bed. I told her that our return policy for special orderitems is that an order can only be cancelled within the first sevendays of placing the order as after that time the order goes intoproduction with the manufacturer. This policy is stated in writing onthe back of all of our sales orders. Once Ms. [redacted] was told this shebecame combative and stated she would go to all ends to make sure thatshe did not have to keep the bed. I apologized to her and told herthat we have that particular bed on our sales floor and have sold alotof that grouping with no problems and that the headboard was designedthat way which she would have seen when she originally came to ourstore. At that point, Ms. [redacted] starting using profanity at which timeI told her I was terminating the call. The Owner of AmbienteFurniture sits within 10 feet of my desk and heard the entireconversation. We dispute her claim and feel that we are justfollowing our return policy and can not allow a customer to return anitem where it was specifically ordered for them and now they decideonce it is in their home that they want to return the item. Pleasefeel free to call me or email me if you have any other questions.Thank you for your consideration. [redacted], Sales ManagerConsumer Response I have three points that I would like to bring about. First off, when I was purchasing the bed, no one had mentioned to me that this would be a final sale, and that I could not return or exchange the bed set if it did not fit my needs. As a customer I was not informed to the extent to which I should have been, and it is the business' responsibility to make sure all of their customers are well informed before they make the decision to purchase an item. Secondly, I am shocked to hear that the Store Manager was a few feet away from Mr. [redacted] because no matter how many requests I had made for him to let me speak with him, he very rudely said that he is not in the store. In the beginning of the phone call, when I mentioned I wanted to return or exchange the bed set, Mr. [redacted] replied with, "If I take it back, what am I going to do with it?" At that point I realized he was not the person to talk to about this matter, and asked for the Store Manager. As a customer who is trying to speak to someone about an issue with a product I had purchased, anyone can understand the frustration I developed when I was unable to speak to anyone who could help me, or at least hear me out, about my issue. Third, after receiving the bed set, I had contacted the business within 7 business days about the gap between the headboard and mattress. Obviously, I would not have noticed the issue earlier because I had not seen the bed with a normal mattress on it. The way it was displayed in the showroom was very deceiving. There was a thin sheet of foam displayed on the bed set, which did not reveal the flawed design until a normal sized mattress was placed on it. As a customer who is, again, spending a good amount of money on a product, I would never have purchased it if I saw a large gap between the headboard and mattress. My son was with me at the time, because I had bought the bed set for him, and he was also confused when he saw that the mattress and headboard did not fit together properly as they did in the showroom. At this point, I would not like to speak to Mr. [redacted], what I would like is to speak to the Store Manager because I strongly believe that he would not 'shoo' away a customer with a problem. Final Business Response I wanted to present Ambiente Furnitures' response to the three pointsthat were addressed in the latest correspondence from Ms. [redacted].On the reverse side of all of our sales orders are the terms andconditions of the sale for any customer to review and read beforemaking their purchase. If the terms and conditions would have beenread it would have been noted by Ms [redacted] that special orders offurniture items can only be cancelled within the first seven days ofordering the item.I was in the store at the time of the call from Ms. [redacted] but Mr.[redacted] was handling the call as he does in many situations as he isalso a member of our management team. He was being very courteous withher until she started using profanity. At that point, he did the correct thing by ending the call.Again, I can empathize with the customer but they did have theopportunity to see the design of this bed before purchasing andordering the bed. This bed is and has always been set up in ourshowroom with a regular queen size mattress. I can provide apicture of the bed which would reflect this if it is needed.In closing, since this was a special order we feel we are in our rightas a retailer to not allow this customer to return this item. Thereis no design flaw in this bed and the terms of the sale do not providefor a return. Thanks, for your consideration.