American Heritage Estate Sales and Auctioneers

Sent: Sunday, December 11, 7:PM Subject: Fwd: Revdex.com of Houston and South Texas- Complaint regarding Your Business # [redacted] Hello, I would greatly appreciate your reversing this conclusion as we have done everything possible to resolve this situation That being said, the customer is beyond being satisfied because he is stating a clearly untrue fact, that he ordered a particular sofa that is and was never available to him I sent documents showing that he ordered a custom made [redacted] ***, showed you and the customer the [redacted] schematics that he was shown at the time of purchase, along with the invoice from the company proving that we ordered and they made exactly what was indicated on his sales order, an 88" [redacted] *** Sincerely, Eric ***, VP

Ms [redacted] did order the recliner in August and was quoted 90-days for deliveryThis item comes from overseas and is running weeks late, which we are not happy about but occasionally happens in any businessOur store manager has been in contact with her several times and has informed her that the shipment is coming in this week, in fact the container landed in the port of Houston todayHe just could not give her a specific day that we would be able to deliver until we actually have possession of the chair Nonetheless, we did tell her that we would have it within days of it landing and would deliver as soon as humanly possibleI guess that was not sufficient and she gave our company a stinging review on [redacted] and we gave her a full refund There was no need for this complaintWe dealt honestly with her, the shipment was just late and we offered compensation to minimize her inconvenienceI will still call her as soon as I have the recliner in my warehouse and see if we can make her happy

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint [Provide details of why you are not satisfied with this resolution.] Regards, the information provided by the business about disclosure of the details of the sofas is inaccurateat no time was I ever informed about the fact that the product came in only one configurationThe salesperson MrGlenn [redacted] was specifically told by me and my wife that we wanted to order two 3-cushion '' sofas and he assured us that they can be customized to our specificationsHad he disclosed at time of the purchase all the details that the owner is disclosing now, after the facts, the order would not have been placedthe wrongful action of the salesperson clearly led to the wrong product ordered and delivered

Dr [redacted] ordered [redacted] ***s and was delivered exactly that The [redacted] only comes as a two-cushion version, which he was shown at the store at the time of purchase I have attached the same email response that was sent to him today along with the invoice copy, spec sheets on the item he ordered, and even the actual invoice from the company that made the pieces custom for him We have no reason to reorder any items, we delivered the correct sofas that he custom ordered from our store in Houston Thank you Dr***, I appreciate your taking the time yesterday to discuss the order you placed with our company for the two [redacted] ***s from [redacted] The company makes very high quality furniture and you will have years of comfort and service from these pieces.I have attached a copy of your order, as well as the spec sheets from [redacted] on this particular group, clearly showing the design and 2-cushion configuration, as well as the size, of the only sofa available in this group, designated as the "3S" This is the same information that you were given at time of purchase by MrGlenn [redacted] , our store manager who worked with you personally In addition, I have shared a copy of the actual invoice, showing the pieces ordered with your name on them, again clearly showing the [redacted] *** pieces ordered by you and confirmed by the invoice copy, so we know that the correct pieces were ordered, received and delivered to your homeI certainly appreciate the opportunity you gave Town & Country Leather to earn your business, all the way from Layfayette, LA, and welcome you back the next time you have needs for our products and services My best regards for a wonderful Holiday SeasonEric ***, VP

[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 have my deposit back

I reached out to Ms. [redacted] and to no avail.  Her refund is in her hand.

Sent: Sunday, December 11, 2016 7:44 PM Subject: Fwd: Revdex.com of Houston and South Texas- Complaint regarding Your Business #[redacted] Hello, I would greatly appreciate your reversing this conclusion as we have done everything possible to resolve this situation.  That being said, the customer is beyond being satisfied because he is stating a clearly untrue fact, that he ordered a particular sofa that is and was never available to him.  I sent documents showing that he ordered a custom made [redacted], showed you and the customer the [redacted] schematics that he was shown at the time of purchase, along with the invoice from the company proving that we ordered and they made exactly what was indicated on his sales order, an 88" [redacted].  Sincerely,  Eric [redacted], VP

[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 have my deposit back ...

Dr. [redacted] ordered 2 [redacted]s and was delivered exactly that.  The [redacted] only comes as a two-cushion version, which he was shown at the store at the time of purchase.  I have attached the same email response that was sent to him today along with the invoice copy, spec sheets...

on the item he ordered, and even the actual invoice from the company that made the pieces custom for him.  We have no reason to reorder any items, we delivered the correct sofas that he custom ordered from our store in Houston.  Thank you Dr. [redacted], I appreciate your taking the time yesterday to discuss the order you placed with our company for the two [redacted]s from [redacted].  The company makes very high quality furniture and you will have years of comfort and service from these pieces.I have attached a copy of your order, as well as the spec sheets from [redacted] on this particular group, clearly showing the design and 2-cushion configuration, as well as the size, of the only sofa available in this group, designated as the "3S".  This is the same information that you were given at time of purchase by Mr. Glenn [redacted], our store manager who worked with you personally.  In addition, I have shared a copy of the actual invoice, showing the pieces ordered with your name on them, again clearly showing the [redacted] pieces ordered by you and confirmed by the invoice copy, so we know that the correct pieces were ordered, received and delivered to your home. I certainly appreciate the opportunity you gave Town & Country Leather to earn your business, all the way from Layfayette, LA, and welcome you back the next time you have needs for our products and services.  My best regards for a  wonderful Holiday Season. Eric [redacted], VP

Ms [redacted] did order the recliner in August and was quoted 90-120 days for delivery. This item comes from overseas and is running 4 weeks late, which we are not happy about but occasionally happens in any business. Our store manager has been in contact with her several times and has informed her...

that the shipment is coming in this week, in fact the container landed in the port of Houston today. He just could not give her a specific day that we would be able to deliver until we actually have possession of the chair.  Nonetheless, we did tell her that we would have it within days of it landing and would deliver as soon as humanly possible. I guess that was not sufficient and she gave our company a stinging review on [redacted] and we gave her a full refund.  There was no need for this complaint. We dealt honestly with her, the shipment was just late and we offered compensation to minimize her inconvenience. I will still call her as soon as I have the recliner in my warehouse and see if we can make her happy.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  
[Provide details of why you are not satisfied with this resolution.]
Regards,
 the information provided by the business about disclosure of the details of the sofas is inaccurate. at no time was I ever informed about the fact that the product came in only one configuration. The salesperson Mr. Glenn [redacted] was specifically told by me and my wife that we wanted to order two 3-cushion 94 '' sofas and he assured us  that they can be customized to our specifications. Had he disclosed at time of the purchase all the details that the owner is disclosing now, after the facts, the order would not have been placed. the wrongful action of the salesperson clearly led to the wrong product ordered and delivered.