Arbor Manor Assisted Living Community

Initial Business Response /* (1000, 5, 2017/04/04) */
I do apologize for any inconvenience your order will ship by Friday.

Here is more information to add to my claim against Rough Country Rustic Furniture I look forward to hearing from you soon regarding this case Thank You

Initial Business Response /* (1000, 5, [redacted]) */
The refund check has already been mailed. I put the check in the mail this morning
Initial Consumer Rebuttal /* (3000, 12, [redacted]) */
We waited ten days, and still haven't received a reimbursement check from the company. This is the...

same as the first time they said they would mail a check. We have certified the mailing address with them. Please reopen this case and let us know what else we can do.
Thank you.
Final Business Response /* (4000, 14, [redacted]) */
We mailed another check to the address you provided.
Final Consumer Response /* (2000, 16, [redacted]) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Finally received the refund check, eleven days later. Notified the company of receipt.

Initial Business Response /* (1000, 5, 2017/05/24) */
Customer has requested a refund and cancellation of the order which is currently being processed.

Initial Business Response /* (1000, 5, 2016/10/07) */
This is the email I received from you on 9-8-16
"Thank you for your prompt reply. I'm glad business is going well for you. I fully understand and will give it until October 31st and hope it is shipped and I do not have to cancel my order"
We...

will ship your order by 10-31-16

Initial Business Response /* (1000, 5, 2016/10/07) */
We are not a scam. Yes we were behind on production. I told you your order would be complete next week. You chose to have a refund.
Initial Consumer Rebuttal /* (3000, 7, 2016/10/07) */
(The consumer indicated he/she DID NOT accept the...

response from the business.)
I have documentation from you saying that it will be delivered next week for months. When it was already taking longer than expected I had to contact the company for an update to which I was told it would take another 5-6 weeks. 9 weeks later I emailed to get another update. I was told it would be shipped the week of September 29th. I asked if you were on track for that delivery. I got no response. A few days passed and then there was the excuse that the shipping company couldnt come pick it up until the following week. When I contacted the following week to find out when my furniture would be shipped I got the answer that it STILL WASN'T DONE. You have been lying for MONTHS! That is why I wanted a refund.
Final Business Response /* (4000, 9, 2016/10/07) */
Your order has been refunded. I apologize for any inconvenience. Have a great day

Initial Business Response /* (1000, 5, 2017/02/01) */
Good Afternoon [redacted], We are waiting on The HOME picture for the frame. We are expecting those to come in this week. As soon as we get them in your order will be ready to ship .
Initial Consumer Rebuttal /* (2000, 7, 2017/02/01) */
(The...

consumer indicated he/she ACCEPTED the response from the business.)
Thank you for finally reaponding to my inquiry. No one responded to my questions for days, over a simple question to where my product was. A simple response could have smoothed this all out so much easier. The company website also does not list a number to contact to ask questions, and no one would respond on Facebook chat, yet my friend was able to get an immediate response and get a contact phone number.

Initial Business Response /* (1000, 5, 2016/11/23) */
Im sorry your Item was damaged. We will be issuing a full refund

This is rather lengthy but we really want to try to create an understanding.  It may or may not change your feelings toward our company but it’s important to us that our customers understand what’s going on and how much you truly mean to us.  In short, we are simply a company that grew...

quickly and were under-prepared, and have experienced a few bad apples for employees/contractors that have caused huge delays, loss of production and a loss of revenue through refunds and compensation to those that decided to wait.  Our first real problem occurred fairly early in our business, as we introduced a product that caused our business to explode.  While we were still working from our basement.  We quickly began hiring/training employees, built a larger building and got production going, but this did cause a delay in production. We did recover from that and grew out of our newly built facility and moved to a 27000 square ft facility along with hiring over 20 people and went in half on our building with our new contractor who would be in charge of building our larger items.  It was difficult to adjust from a few customers a week to a few hundred but we did it and things went very smoothly for about 2 years.  Then we had an issue pop up with our customer service rep who's job was to not only answer our customers accurately and efficiently but to also get our larger orders into production.  With the way our timeline was set up, we had to manually put the larger orders into production for our build team, whereas the smaller items were exported electronically and mass scheduled.  You may or may not have been briefed on that issue.  But in short, she wasn't doing her job and we should have monitored the situation better.  She did just enough so that attention wasn't brought to her and collected her pay check.  Eventually we caught on and we did give her the opportunity to correct the problem.  We put new policies in place and did our best to go back through emails and get our customers taken care of and orders into production.  And instead of implementing the new policies for customer service, she felt it easier to try to delete emails and [redacted] messages regarding poor customer service so we wouldn't see them.  We then cut her pay in half and she decided the next day would be her last, but not before emailing over MANY of my customers informing them that their order would ship in "Late May or Early June"  without ever following through with the production schedule, wiped her computer and got her last check.  It took about a day to realize what had happened and then we went into damage control.  Emailing hundreds of customers offering compensation or a refund along with an ACTUAL production date, which we absolutely had every intention of sticking to.  We tripled production, hired more employees and made sure our contractor was on board with the increase in production.  He said it would be no problem.     We stayed on track for almost 3 months with the new production schedule and then our contractor decided on his own that he would cut our new weekly production schedule in half.  This quickly derailed our plans to stay on track.  In a mere 2 weeks we were one month behind our new schedule.  Knowing we couldn't afford another problem, we decided it best to let him go.  Along with him, he took his employees despite our offering them positions.  But that's not all.  He was rather upset because he made very good money with us.  The day he was fired, he came into the shop and emptied half of our building, taking his tools and stealing many of ours.  He and his crew also vandalized the property, destroyed furniture that was on the floor and left threatening notes behind. The following day we had over $4000 in stencils stolen as well as all of our non-competes that his employees signed.  We asked that the unfinished product and supplies he had in his subcontractors shop be returned as well as all of the unused lumber.  He refused.  Keeping over $170,000 worth of product and thousands of dollars worth of material that we paid for.  We of course filed a police report. Then came the cutting of services.  He cut our internet and phone service(resulting in a huge backlog of emails as it took 5 days to get back on), trash service, as well as gas and water. (These services were his responsibility as part owner of the building) I have hours of recording of him admitting to everything above, also in police possession.  All of this of course, caused yet another delay as we had to scramble to find new contractors and employees to fill the lost positions and clean up the mess.  As well as replacing and repairing things that were damaged or stolen.  He then started his own business using my materials, and unfinished product.  Something he admitted to have been planning since October of last year.     We are not a scam or a fraud.  We are not terrible people.  We are simply trying to recover.  We could have and should have been better, we made mistakes.  We are not perfect.  We have served over 100,000 people successfully over the past few years and hope to continue serving customers for years to come. We are doing and will continue doing everything we can to get our reputation back if at all possible.  We want to get our valued customers their products.  I can assure you that we absolutely intend of fulfilling every order and our customers are very important to us. We want every single person to get their product if they are willing to stick with us.  But we are understanding of those that are fed up. We are fulfilling hundreds of orders daily and fully intend to fulfill yours, we just ask that you give us a bit more time. I can have this shipped within the week   If that’s not something you are interested in, we understand. And will resolve your complaint as you see fit.

Complaint: [redacted]
I am rejecting this response because:  we have not received the agreed upon product.  One shelf was sent unfinished and we were advised we would have to nail the metal studs...

in when they arrive at a later time. (No idea when I will receive them) The second shelf has not been received and we do not feel we should have to complete the building of that shelf if it arrives in the same condition.  
Sincerely,
[redacted]

Initial Business Response /* (1000, 5, 2016/03/18) */
Hi [redacted], Your order is shipping today

Initial Business Response /* (1000, 5, 2016/04/06) */
Hi [redacted], We have issued a refund to you
Initial Consumer Rebuttal /* (3000, 7, 2016/04/06) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have waited since September for this order they have put me...

through all kinds of stress not taking my calls or emails they might have refunded my money after about 8 mths...I think I deserve some kind of respect back after waiting thus long..some kind of store credit a sign or something for putting me through this they didn't even refund my money back to the cards they took it from..do I get interest on the money or products you held from me?

Initial Business Response /* (1000, 9, 2016/02/29) */
Item were delivered in on 2/26
We apologize for the extended wait time and appreciate your patience very much.

Initial Business Response /* (1000, 5, 2017/03/27) */
A full refund has been issued.

Initial Business Response /* (1000, 5, 2016/03/11) */
Hi [redacted], You were issued a full refund due to your outburst on Facebook claiming we were fraudulent and running a scam, when the reality was we were just simply running behind.
Initial Consumer Rebuttal /* (3000, 7, 2016/03/15) */
(The...

consumer indicated he/she DID NOT accept the response from the business.)
I have been previously scammed by a company advertised on Facebook in a very similar manner. The facts were almost identical to this one. I kept contacting the company and I was either ignored altogether or told that the item would be shipping soon. Sound familiar? That's exactly what you did to me for 6 weeks in a row!! You ignored several emails from me inquiring about my products, you told me 4 times that my items would be shipping "next week" and that week never came. In addition to that, you were several weeks over the estimated time that was posted to your website & provided to me in my confirmation email. A manager should not be making promises week after week and then when the items won't be shipping after you promised they would, I was still the one who had to contact the company to follow-up. The manager made ZERO efforts to inform me that the products she said would ship, were not able to be sent out. Instead, she just ignored my emails or lied and said it would be the next week. How many weeks in a row did you expect to get away with that? You call that being a manager? Just lying week after week and ignoring your customers? That is not a company I want to do business with, ever, and I think everyone else should be warned about the way you operate. I had 3-4 people who were waiting to place orders until I received mine so that they could inspect your product and decide if they should place their own order. I also know someone else who received a shelf that your company made that did not look like the pictured product on your website AT ALL. So yes, you are scamming people. The shelf did not have the nice hinges as pictured - it had little chains. It also did not have the finished looking top - it had plain unfinished wood. Again, NOT AT ALL WHAT WAS PICTURED ON YOUR WEBSITE. You are misleading customers in many ways - and I hate to break it to you but that is called a scam. Thank you for the full refund and I hope everyone researches your company before placing an order because there is certainly no shortage of Revdex.com complaints under your name. That is impressive for a not-even 6 month old account. Good luck staying in business and sending customers products that don't even look like what they thought they were getting.
Final Business Response /* (4000, 9, 2016/03/16) */
Thank you so much for your input. Have a great day!

Initial Business Response /* (1000, 5, 2017/03/27) */
I apologize for any inconvenience. The frame will ship this week.
Initial Consumer Rebuttal /* (3000, 7, 2017/03/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I see you put "frame" down as what will...

be shipped. I am waiting on tables, not a frame. I will only be satisfied if they actually ship this week with valid FedEx tracking information
Final Business Response /* (4000, 29, 2017/04/25) */
I will have a 155 refund issued and make sure these ship to the new address.
Final Consumer Response /* (2000, 32, 2017/04/27) */

This is rather lengthy but we really want to try to create an understanding.  It may or may not change your feelings toward our company but it’s important to us that our customers understand what’s going on and how much you truly mean to us.  In short, we are simply a company that grew...

quickly and were under-prepared, and have experienced a few bad apples for employees/contractors that have caused huge delays, loss of production and a loss of revenue through refunds and compensation to those that decided to wait.  Our first real problem occurred fairly early in our business, as we introduced a product that caused our business to explode.  While we were still working from our basement.  We quickly began hiring/training employees, built a larger building and got production going, but this did cause a delay in production. We did recover from that and grew out of our newly built facility and moved to a 27000 square ft facility along with hiring over 20 people and went in half on our building with our new contractor who would be in charge of building our larger items.  It was difficult to adjust from a few customers a week to a few hundred but we did it and things went very smoothly for about 2 years.  Then we had an issue pop up with our customer service rep who's job was to not only answer our customers accurately and efficiently but to also get our larger orders into production.  With the way our timeline was set up, we had to manually put the larger orders into production for our build team, whereas the smaller items were exported electronically and mass scheduled.  You may or may not have been briefed on that issue.  But in short, she wasn't doing her job and we should have monitored the situation better.  She did just enough so that attention wasn't brought to her and collected her pay check.  Eventually we caught on and we did give her the opportunity to correct the problem.  We put new policies in place and did our best to go back through emails and get our customers taken care of and orders into production.  And instead of implementing the new policies for customer service, she felt it easier to try to delete emails and [redacted] messages regarding poor customer service so we wouldn't see them.  We then cut her pay in half and she decided the next day would be her last, but not before emailing over MANY of my customers informing them that their order would ship in "Late May or Early June"  without ever following through with the production schedule, wiped her computer and got her last check.  It took about a day to realize what had happened and then we went into damage control.  Emailing hundreds of customers offering compensation or a refund along with an ACTUAL production date, which we absolutely had every intention of sticking to.  We tripled production, hired more employees and made sure our contractor was on board with the increase in production.  He said it would be no problem.     We stayed on track for almost 3 months with the new production schedule and then our contractor decided on his own that he would cut our new weekly production schedule in half.  This quickly derailed our plans to stay on track.  In a mere 2 weeks we were one month behind our new schedule.  Knowing we couldn't afford another problem, we decided it best to let him go.  Along with him, he took his employees despite our offering them positions.  But that's not all.  He was rather upset because he made very good money with us.  The day he was fired, he came into the shop and emptied half of our building, taking his tools and stealing many of ours.  He and his crew also vandalized the property, destroyed furniture that was on the floor and left threatening notes behind. The following day we had over $4000 in stencils stolen as well as all of our non-competes that his employees signed.  We asked that the unfinished product and supplies he had in his subcontractors shop be returned as well as all of the unused lumber.  He refused.  Keeping over $170,000 worth of product and thousands of dollars worth of material that we paid for.  We of course filed a police report. Then came the cutting of services.  He cut our internet and phone service(resulting in a huge backlog of emails as it took 5 days to get back on), trash service, as well as gas and water. (These services were his responsibility as part owner of the building) I have hours of recording of him admitting to everything above, also in police possession.  All of this of course, caused yet another delay as we had to scramble to find new contractors and employees to fill the lost positions and clean up the mess. This caused yet another delay. As well as replacing and repairing things that were damaged or stolen.  He then started his own business using my materials, and unfinished product.  Something he admitted to have been planning since October of last year.     We are not a scam or a fraud.  We are not terrible people.  We are simply trying to recover.  We could have and should have been better, we made mistakes.  We are not perfect.  We have served over 100,000 people successfully over the past few years and hope to continue serving customers for years to come. We are doing and will continue doing everything we can to get our reputation back if at all possible.  We want to get our valued customers their products.  I can assure you that we absolutely intend of fulfilling every order and our customers are very important to us. We want every single person to get their product if they are willing to stick with us.  But we are understanding of those that are fed up. We are fulfilling hundreds of orders daily and fully intend to fulfill yours, we just ask that you give us a bit more time.  If that’s not something you are interested in, we understand. And will resolve your complaint as you see fit.

I will get this cancelled and refunded and send confirmation via email

Initial Business Response /* (1000, 5, 2017/01/09) */
You requested a refund via email. Your order will be refunded. I apologize for any inconvenience

Initial Business Response /* (1000, 5, 2016/01/29) */
Hi allysa
I apologize for the delay in your items arrival. I will refund your shipping cost and make sure this goes out Monday. Apologies again.