American Furniture Design

rom: Revdex.com of Metro Washington DC < [redacted] >Date: Tue, Feb 3, at 9:AMSubject: Fwd: ID [redacted] .To: [redacted] < [redacted] >---------- Forwarded message ----------From: < [redacted] >Date: Mon, Feb 2, at 8:PMSubject: re:ID [redacted] .To: [redacted] Cc: [redacted] ID [redacted] I am sending this email to inform Revdex.com that I [redacted] ** [redacted] am withdrawing my complaint as the manager said he would return me my refund of dollars

From: Revdex.com of Metro Washington DC Date: Mon, Jun 6, at 9:AMSubject: Fwd: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint # [redacted] .To: [redacted] < [redacted] @myRevdex.com.org>---------- Forwarded message ----------From: [redacted] < [redacted] @***.com>Date: Sat, Jun 4, at 9:AMSubject: Re: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint # [redacted] .To: Revdex.com complaint has been settled They provided me with the end table

3/28/2016We are Sorry to see this customer still not happy even after the extra work we didThis customer purchased a Floor model 50% off bedroom set Dresser, Mirror, Chest, N.S with Headboard onlyNO bed frameAt the time of delivery the Customer Asked our delivery contractor to do extra work which is to bolt in an old bedframe customer have to the Headboard that was purchased from usTo make the customer happy delivery guys used from their tool box some extra screws to get the job done and left thinking that customer will appreciate the extra job they didInstead Customer called the store yelling and screaming complaining about the kid of screws delivery guys usedWe kindly listened to the complaint and asked customer to send us some pictures to help get different kind of screws to work with Old bedframe that was never purchased from usWe got the screws and sent someone to install for freeTake a note all the work we been doing is just extra work we are not supposed to do but we did it just to make the customer happy and satisfiedWhat is causing the headboard to wobble is not the kind of screws being used it's simply because customer wants the headboard to go against a radiator and a window which is not recommended for people with headboard onlyWhen you have headboard only it should go against the wall.So to show good faith in trying to make the customer happy we are willing to send our delivery contractor to relocate the headboard to go against the other wallAnd that should take care of customer issue.Thank YouStore Manager Sam

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because: The entire version on their part is falseThe delivery guy failed to bring the night stand and screws for the headboard to get hooked upCharles made me pick up screws from their store that were supposed to belong to my setThe next day the delivery guy applied them but the screws were hanging out with sharp posts, instead of bolts at the end which was dangerousI called the company and left a message for CharlesSam told me to email pictures of the headboard which I didShortly after that Charles gave me a call stating that he was personally going to come out and change them out for bolted screwsCharles knew that he was negligentNow the story is changing on their endThose screws weren't from the delivery guys tool box they were from Charles at American Furniture storeMy bedframe is brand newThere's no reason why my headboard shouldnt feel secureThey're portraying the story to be an accommodation to me, but I paid for delivery and set up so everything should be sent and set correctlyNo matter what they were negligent on their part for not providing the proper materials for my bed set to be set up correctlyThis is not a good representation of Ashleys furniture Regards, [redacted]

DEAR Revdex.com REPRESANTITVE,THANK YOU FOR CONTACTING US IN REGARDS TO COMPLAINT IDi: ***IT IS UNFORTUNATE THAT *** *** HAD HER TV BROKE AND WAS NOT SATISFIED WITH HER PURCHASE THE REALITY IS *** ***
*** WAS DELIVERED BEFORE 2:00PM ON 05/30/SHE CALLED OVER 30 HOURS LATER
COMPLAINING THAT HER BED IS BROKE, DAVID APOLOGIZED TO HER AND TOLD HER THAT THIS WAS THE FIRST TIME THIS OCCURRED AND GAVE HER THE OPTION TO EITHER EXCHANGE THE BED OR REPLACE WITH AN EQUAL VALUE BE OF HER CHOICE.THEN, SHE MENTIONED HER TV BEING BROKE (PROPERTY DAMAGE)THE REALITY IS THAT OUR DRIVERS HAVE NO FAULT IN HER TV BEING BROKE** *** *** CALLED OVER HOURS LATER ABOUT HER TV DAMAGE (PROPERTY DAMAGE)WE CAN NOT ASSUME THAT MY DRIVERS BROKE HER TV AND EXPECT OUR COMPANY TO TAKE RESPONSIBILITY HOURS LATER WHEN *** *** WAS ASKED IF SHE WAS HOME: DURING DELIVERY, SHE STATED SHE WAS NOT HOME BUT HER PARTNER WAS, THEY RECEIVED THE FURNITURE WITH NO COMPLAINT WHICH OF IT SELF IS ENOUGH TO BE REPORTED IMMEDIATLEYWHEN THE DRIVERS WERE ASKED, ABOUT THE SITUATION, BOTH DRIVERS STATED THAT SHE AND HER PARTNER WERE HOME SHE WAS EVEN THE ONE TO SIGN THE DELIVERY REPORT AND THAT SHE WAS 100% PERCENT SATISFIEDTHERE WAS “NO PROPERTY DAMAGE INVOLDVED AND BOTH *** *** AND HER PARTNER COULD HAVE REPORT IMMEDIATLEY IF ANY.*** *** ALSO CALLED BACK AROUND 4:00P.M AND ASKED FOR A REFUND, ACCORDING TO OUR STORE POLICY, ALL SALES ARE FINAL AND ANY DAMAGED “DELIVERED FURNITURE COULD BE REPORTED WITHN HOURSSHE WAS GIVEN A FULL REFUND EVEN THOUGH WE ARE MANDATED TO REPLACE THE BED OR GIVE THE OPTION TO PICK ANOTHER ACCORDING TO *** ***S REPORT TO YOUSHE STATED “MY TELEVISION WAS COMPLETELY DESTROYED DURING THE DELIVERY OF MY BED." HOW COULD IT BE COMPLETELY DESTROYED AND SHE DID NOT NOTICE IT? THE SAME DRIVERS WERE SENT TO PICK UP THE BED, THE DRIVER STATED THAT THE TV WAS ON AND IT HAS A SHADOW LINE INSIDE THE SCREEN WITH NO SCRATCHES TO THE OUTER SCREEN.*** *** AND HER PARTNER CAME TO THE STORE AND WAS FULLY REFUDED FOR THE BED AT 6:35PM, IN CONCLUSION, *** *** IS MAKING PURE ACCUSATION AND WAS NOT HONEST ABOUT HER TV BEING BROKE BY OUR DRIVERSIT IS UNJUST FOR HER TO ACCUSE MY DRIVERS OF DOING SO THE STORE IS NOT RESPONSBLE FOR ANY PROPERTY DAMAGE REPORTED AFTER DRIVERS LEAVE THE PREMUSESTHIS IS NOTHING BUT AN UNFAIR ACCUSATIONIT IS NOT ENOUGH FOR HER TO HOLD US RESPONSIBLE FOR.WITH RESPECT TO THE Revdex.com, NEITHER OUR STORE NOR THE WAREHOUSE IS RESPONSEBLE FOR PROPERTY DAMAGE AFTER DELIVERY IS BEEN COMPLETED, REPORT SIGNED, AND DRIVERS LEAVE THE PREMISESSHE MUST BRING TANGIBLE PROOF THAT OUR DRIVERS HAVE DAMAGED THE TV AND THE BURDEN OF PROOF IS ON HER AS SHE IS THE ONE MAKING THE ACCUSATION.NOTE: PLEASE SEE ATTACHED DOCUMENTSTHANK YOUSTORE MANAGEMENT

04/09/2016We her at American Furniture Store strive for high customer satisfactionWith that in mind we worked with this customer concerns even though the product customer having issue with was never purchased from us we tried our best to helpLet us explain our side one more time and highlight some facts written on the Customer invoice which will be included with this letterCustomer purchased Floor Sample HB only DR, MR, N.S., Chest None of the stuff required setup all pcs come factory assembledThe HB doesn't come with extra screws to use with regular bedframe (screws are part of the bedframe not HB)That's how it was showing or our floor and that's how customer got itCustomer got All pCS delivered nothing was picked up by the customerDelivery & Setup in this customer case is to deliver the floor sample and setup is to hook the mirror back on Dresser and layout everything where customer wantsCustomer invoice clearly show that the bedframe was never purchased from us.To help resolve customer concern; Headboard must go against the wall not against a radiator and a window because that creates a big gap between the HB and the windowAnd that's why the HB doesn't feel secure to the CustomerIf Customer wants we are willing to send our delivery contractor to relocate everything for this customer,Thank You,

From: Revdex.com of Metro Washington DC <[email protected]>Date: Mon, Jun 6, 2016 at 9:03 AMSubject: Fwd: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #[redacted].To: [redacted] <[redacted]@myRevdex.com.org>---------- Forwarded...

message ----------From: [redacted]<[redacted]@[redacted].com>Date: Sat, Jun 4, 2016 at 9:09 AMSubject: Re: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #[redacted].To: Revdex.com <[email protected]>complaint  has been settled.  They provided me with the end table.

Dear [redacted],After looking into your claim we learned that the first time we hear from you about your bed was couple of days ago. We have your signature that everything was delivered in good Condition back in 2/28/2015 see included delivery copy for more details. Despite all that we asked you in...

good faith to send some pictures to help us understand the nature of your problem so we can better assist you. Not to run around. The bars that hold the bed are core element. The bed will not stand one night with these being bend, not two or eight months. The only way for these 100% metal support to bend is if someone drags the bed and that what was exactly happened in your case. According to the picture you sent us, you can clearly see scratchmark on your hardwood floor from dragging the bedframe. Your bed frame is broken and it can't be fix. The manufactory doesn't cover your type of problem. Therefore, in good faith to help we offered you a discounted price that's (599 tax included Regular Price $199 before tax) for new king set of rails which wily include 2 side rails with metal side rails and middle support in one box. We do appreciate if you understand how things work so you don't get upset at us. Honestly what we offered you is the best for your case.Thank YouStore Manager

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: 11[redacted]
I am rejecting this response because: The response from American Furniture Design is completely false. I was NOT home at the time of delivery. My boyfriend signed for me because that's what he was instructed to do. I actually did not get home until that evening, and did not discover the damage to my television until that night, the same night the bed completely broke. Which was the in  same day of delivery. The only reason why I called promptly the very next morning, not 30 hours later (please see attached phone records), is because I didn't discover the damage to my television until almost 12:00am. They were closed so I wasn't able to call and speak with someone. The television was not on at all, because no one was in the room and I conserve energy in my household. It wasn't turned on until that night. That's when huge scratches were noticed and the screen was completely cracked. It's impossible to notice those types of scratches on a dark screen until it's turned on and the light illuminates from it. I've had that television for well over 2 years without any incident, so I find it strangely ironic that the day delivery men enter my room with a large piece of furniture that my television is destroyed that same day. And I never signed a contract agreeing to their terms and policies. So therefore I don't believe that any special privileges were bestowed upon me for refunding me my money for a cheaply made bed. It was only laid on for 20 minutes before it broke. I refused an even exchange because this company has already displayed to have less than quality furniture, and I didn't want to risk my money or my life with another one of their shoddy beds. I am an honest and hard-working person that could easily afford to purchase another television, but I refuse to replace something that was damaged by a company that was paid to safely deliver my purchase. I feel as if they should be responsible for replacing my property.
Regards,
[redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because: The entire version on their part is false. The delivery guy failed to bring the night stand and screws for the headboard to get hooked up. Charles made me pick up screws from their store that were supposed to belong to my set. The next day the delivery guy applied them but the screws were hanging out with sharp posts, instead of bolts at the end which was dangerous. I called the company and left a message for Charles. Sam told me to email pictures of the headboard which I did. Shortly after that Charles gave me a call stating that he was personally going to come out and change them out for bolted screws. Charles knew that he was negligent. Now the story is changing on their end. Those screws weren't from the delivery guys tool box they were from Charles at American Furniture store. My bedframe is brand new. There's no reason why my headboard shouldnt feel secure. They're portraying the story to be an accommodation to me, but I paid for delivery and set up so everything should be sent and set correctly. No matter what they were negligent on their part for not providing the proper materials for my bed set to be set up correctly. This is not a good representation of Ashleys furniture. 
Regards,
[redacted]

3/28/2016We are Sorry to see this customer still not happy even after the extra work we did. This customer purchased a Floor model 50% off bedroom set Dresser, Mirror, Chest, 1 N.S with Headboard only. NO bed frame. At the time of delivery the Customer Asked our delivery contractor to do extra work...

which is to bolt in an old bedframe customer have to the Headboard that was purchased from us. To make the customer happy delivery guys used from their tool box some extra screws to get the job done and left thinking that customer will appreciate the extra job they did. Instead Customer called the store yelling and screaming complaining about the kid of screws delivery guys used. We kindly listened to the complaint and asked customer to send us some pictures to help get different kind of screws to work with Old bedframe that was never purchased from us. We got the screws and sent someone to install for free. Take a note all the work we been doing is just extra work we are not supposed to do but we did it just to make the customer happy and satisfied. What is causing the headboard to wobble is not the kind of screws being used it's simply because customer wants the headboard to go against a radiator and a window which is not recommended for people with headboard only. When you have headboard only it should go against the wall.So to show good faith in trying to make the customer happy we are willing to send our delivery contractor to relocate the headboard to go against the other wall. And that should take care of customer issue.Thank You. Store Manager Sam

rom: Revdex.com of Metro Washington DC
font-family: arial, sans-serif;"><[redacted]>Date: Tue, Feb 3, 2015 at 9:28 AMSubject: Fwd: ID [redacted].To: [redacted] <[redacted]>---------- Forwarded message ----------From: <[redacted]>Date: Mon, Feb 2, 2015 at 8:34 PMSubject: re:ID [redacted].To: [redacted]Cc: [redacted]ID [redacted].
   
    I am sending this email to inform Revdex.com that I [redacted] am withdrawing my complaint as the manager said he would return me my refund of 40 dollars.

Review: I purchased a bunk bed from American Furniture Design which was defective upon being delivered. I did not accept delivery and had them take it bacl. After waiting a week and not hearing anything from them I went to the store and told them I did not want the bed set and would like my money back. They said they would need to take 20 percent and I told them no. Then they said they would take 10 percent and I told them that I will be contacting Revdex.com.Desired Settlement: I would like to have my 10 percent back and an apo;ogy.

Consumer

Response:

rom: Revdex.com of Metro Washington DC<[redacted]>Date: Tue, Feb 3, 2015 at 9:28 AMSubject: Fwd: ID [redacted].To: [redacted] <[redacted]>---------- Forwarded message ----------From: <[redacted]>Date: Mon, Feb 2, 2015 at 8:34 PMSubject: re:ID [redacted].To: [redacted]Cc: [redacted]ID [redacted].

Review: I purchased a bed set amounting in almost six hundred dollars. When I put in my last payment on or around April 4, 2013 I was told that the dresser to the set is back ordered. I said okay and I would wait just deliver the headboard, mirror, and the bed frames. I asked the man that helped me through the whole purchase do I need to give him a date for delivery. He said no, it will take a week and they would call. Two weeks go by and I did not hear from them. So I finally went up there to talk with them and told them if I do not get a date for the delivery I want a refund. The man that was helping began to get an attitude and started saying smart remarks. Then he said I thought you said you wanted it delivered when your dresser comes. I said no you told me that you would call me in a week and its been two weeks. Then the manager got involved and said that he handles deliveries and they assumed that I wanted it delivered with the dresser. I told them how could they assume that if that is not the discussion we had. They were unprofessional the whole time and the communication was horrible. Then I asked for the mans name that helped me in the beginning and he ignored me and would not tell me his name. Then when I asked the manager he smiled and said he did not know. I found that unbelievable that he did not know his employee's name. I felt they were playing around and not being professional about the situation. Then I was leaving the store and when I turned around to speak to the manager again he got up and went to the back. Very immature and inappropriate.Desired Settlement: There is a chest that goes with my bed set and I would like a discount on the price of that chest so I can purchase it and I want the store to be investigated on how they handle their customer service and orders when people pay them money and they still have to wait for their merchandise.

Review: Problem with the leather sofa I purchased on 3/16/13 sales order [redacted]item Number [redacted]The problems are with the center seat cushion. Its foam filling is deteriorating. The support under the cusion is also failing causing it to sag when you sit on the right side of the cushion. You are able to feel the wooden frame under structure because you sink in so far when you sit on this part of the cushion. The wooden structure just below the front of the cusions has begun to sag at a point just below the right side of the center seat cushion.Also the cushion to the right of the center cushion is also showing signs of the foam filling beginning to deteriorate on the left side of that cushion. They sent a person to see the sofa and evaluate it on the 3rd of March. But refuse to do anything about his reportDesired Settlement: Have them replace the sofa with a new sofa comperable to the one that isthe problem. Or if that is not posssible then refund the full price of thesofa to me.

Business

Response:

4/28/2014To whom it may Concern,According to service report we received from an independent service company, furniture has no defects, it is normal wear and tear which is not covered by factory warranty. (Please see attached report.)As a retail store we did a good faith effort to service and help [redacted] by sending service we paid for. Customer could contact factory for more assistance.Please find with this Letter- Singed Service Slip – Revdex.com letterThank You