Animal Behavior Consultants

The delivery fee plus tax in the amount of $has been refunded to your [redacted] account We hope you are enjoying your new solid wood furniture and once again Gallery Furniture apologizes for any inconvenience Thank you for your business and hope to see you again soon[redacted] ***

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 What the worker has stated is on the receipt may actually be on the receipt but refers to furniture sold that was not defectiveWhat we were sold was defective and is torn up despite not being used Gallery furniture says that if we don't sleep good they don't sleep good; no one can sleep well on defective furniture that we were told by the salesperson was wood then told by the customer service rep that it was notThis whole situation is unacceptable and we reject what the worker has offeredI will press forward with my complaintYou can't hold defective furniture to the same standard you hold furniture that is not defectiveWe are loyal customers that have never had an issue with Gallery furniture beforeThey need to come get the garbage they sold us Regards,

The furniture has been delivered and the customer is happy We apologize for any delay or inconvenience

Please obtain a bid for the repair and email it to [email protected] If the bid is reasonable the repair will be paid for by Gallery FurnitureGallery Furniture agrees to apply a credit of $to Mr [redacted] 's Wells Fargo account to compensate for the inconvenienceThank you, Lloyd D***

[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 ***, and find that this resolution would be satisfactory to me

Thank you for your correspondence and bringing this matter to our attention Since receiving the notice the parts for your furniture have arrived and a service call has been set for the morning of 05/ In home service was not purchased by Ms***; therefore, the furniture would
normally have to be transported to Gallery Furniture for warranty repairs Gallery Furniture has made numerous service calls to the residence as a courtesy This final service call will take care of the mechanize issue Thank you

Gallery Furniture has been to Ms***'s home on several occasions to repair her furniture and as recently as last month The service calls and repairs were made as a courtesy due to the fact that Ms*** did not have an in home service plan After making these numerous service calls and repairs it appears that Ms*** is still not satisfied Gallery Furniture's desire is to satisfied every customer; therefore, Gallery Furniture is willing to refund Ms*** $from the purchase she made in November 23, Gallery Furniture is under no obligation to give this $refund Please provide a correct address and a check will be mailed

Gallery Furniture will be happy to send a service technician to the residence to ensure that the furniture is assembled correctly and/or repair or replace any defective piece As stated on your receipt, the furniture cannot be returned for a refund.Gallery Furniture has a no return
policy.Thank you, Lloyd ***

Gallery Furniture will be happy to send a service technician to the residence to ensure that the furniture is assembled correctly and/or repair or replace any defective piece As stated on your receipt, the furniture cannot be returned for a refund.Gallery Furniture has a no return policy.Thank you, Lloyd ***

The delivery fee plus tax in the amount of $162.36 has been refunded to your [redacted] account.  We hope you are enjoying your new solid wood furniture and once again Gallery Furniture apologizes for any inconvenience.  Thank you for your business and hope to see you again soon.[redacted]

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.  
What the worker has stated is on the receipt may actually be on the receipt but refers to furniture sold that was not defective. What we were sold was defective and is torn up despite not being used . Gallery furniture says that if we don't sleep good they don't sleep good; no one can sleep well on defective furniture that we were told by the salesperson was wood then told by the customer service rep that it was not. This whole situation is unacceptable and we reject what the worker has offered. I will press forward with my complaint. You can't hold defective furniture to the same standard you hold furniture that is not defective. We are loyal customers that have never had an issue with Gallery furniture before. They need to come get the garbage they sold us.
Regards,

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 fact that they are stating that damages were caused by abuse is ridiculous.  First, no one at Gallery Furniture knows how I live.  I have all the receipts of furniture I currently own that go back 10 years and they are still in excellent condition.  Secondly, ask  Gallery Furniture provide all the repairs made on the furniture in question.  It all started three months after date of purchase.  Clearly, their good faith is not so considering that they did not stand by the product they sold me. I even Tweeted my personal phone number to them and no one called me back.  Mind you, the Tweet response was in an effort for them to cover their terrible customer service and lack of customer commitment and me stating so on social media.  At this point, only exchanging my furniture or getting reimbursed would satisfy all the trouble and time I have been without functioning furniture.  Not to mention them insulting me by stating that damages were caused by me.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this response does not resolve my...

complaint. 
The furniture has been delivered, however our customer satisfaction can not be described as "happy."  The delivery fee must be deducted from our bill.  As stated by the special order contract, 8 weeks was the time determined to be essential. Upon request for status update after 5 weeks and two days the employee with whom we spoke to only reiterated that 8 weeks was the only time at which delivery expectations could be determined. The order was placed Saturday February 14th, the 8 week period expired Saturday April 11th, and we received request for delivery appointment Monday April 23rd at 6:30p which exceeded the contract by 9 days. Without having received any information before the contractual deadline, an 'apology' is unacceptable form of compensation. 
Thank You,
[redacted]

Please obtain a bid for the repair and email it to [email protected].  If the bid is reasonable the repair will be paid for by Gallery Furniture. Gallery Furniture agrees to apply a credit of $200 to Mr. [redacted]'s Wells Fargo account to compensate for the inconvenience. Thank you, Lloyd D[redacted]

The furniture has been delivered and the customer is happy.  We apologize for any delay or inconvenience.

Gallery Furniture was contacted regarding the damage to [redacted] wall and Gallery Furniture took immediate responsibility for the damage and that Gallery Furniture would fix the damage.  The delivery was 04/22/17. I spoke to Mrs. [redacted] regarding the damage and I could tell she was...

upset about the damage, but mainly due to the fact that the delivery driver did not point out the damage.  I told Mrs. [redacted] that I understand why she is upset and that Gallery Furniture will take responsibility and fix her wall.  I also apologized several times, stating that I cannot make any excuses for that behavior because it is totally inexcusable.  I did say accidents do happen, but the driver should always inform the customer and the warehouse manager, and never be deceitful.  I gave Mrs. [redacted] my personal cell phone number so that she or her husband could contact me directly regarding any future issues or questions.   (On a side note: At the time I was speaking to Mrs. [redacted] I did not know the name of the delivery driver.  That particular driver has been with Gallery Furniture for 15 years and has an impeccable record and has never not reported damage.)     I advised Mrs. [redacted] that I wanted Gallery Furniture’s best repair guy to make the repairs and that he would be available Monday afternoon, 05/01/17.   I will take full responsibility for the misunderstanding regarding the scheduled time frame for the repair.  Our normal time frames have four hour windows, because you never know how long each job will take.  Mrs. [redacted] did say she had to leave and pick up her child from school in the afternoon, but would not be gone long.  If Mrs. [redacted] had to leave before the repair guy got there he would have waited until she returned.  The repair guy got there at approximately 1:45pm and the repairs were made.  I tried to offer Mrs. [redacted] a few hundred dollar refund for the inconvenience, but she hung up on me. I spoke to Mr. [redacted] on the evening of Monday, 05/01/17, regarding the repair.  Mr. [redacted] advised that the repair was not satisfactory.  At which point I said I am sorry to hear that and I immediately offered for Mr. [redacted] to hire his own contractor and submit the invoice to Gallery Furniture for payment. Mr. [redacted] said that he does want the repairs paid for by Gallery Furniture, but also wants the furniture picked up and given a refund.  Gallery Furniture will pay for the repairs, as offered.  Gallery Furniture will not pick up the furniture and issue a refund.  Mr. and Mrs. [redacted]’s both stated that they love the furniture they purchased from Gallery Furniture.Thank you, Lloyd D[redacted]