Arbor Manor Assisted Living Community

Initial Business Response /* (1000, 5, 2016/08/22) */
The confirmation states up to 70 business days for production. Today is 75 business days your order will ship this week. If you would rather not wait I can have the refund issued

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 withing the week.   If that’s not something you are interested in, we understand. And will resolve your complaint as you see fit.

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.  If that’s not something you are interested in, we understand. And will resolve your complaint as you see fit.

Initial Business Response /* (1000, 5, 2016/04/06) */
Hi [redacted], I have your order scheduled to ship on Monday. I apologize for the extended wait time

Initial Business Response /* (1000, 5, 2016/03/08) */
Hi [redacted], your order was shipped yesterday. As promised per our emails yesterday
Initial Consumer Rebuttal /* (3000, 7, 2016/03/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I still have not...

received my product as of 3/9/16. once I receive it and the product is what I ordered then I will be ok with the response. I will notify you once I receive my product.
Final Business Response /* (4000, 9, 2016/03/10) */
Im showing your order was delivered yesterday
Final Consumer Response /* (4200, 11, 2016/03/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I received my product however it is not what I expected for the price I paid. The bottom lock/latch is not correctly placed so the stop does not touch lock so therefore it will not stay latched and the top has a 1/2 inch gap. I want a full refund and if they want their product back they can send me a return package to send it back.

Initial Business Response /* (1000, 11, 2016/01/21) */
Business supplied email: [redacted]@roughcountryrusticfurniture.com
Use this address for this or any future complaints, but nothing else
Initial Consumer Rebuttal /* (3000, 14, 2016/01/22) */
(The consumer indicated he/she DID NOT accept the...

response from the business.)
Ideally I would have received what I ordered, an apology would have been great too as well as an explanation as to why one seemingly cannot furnish a product that they sell. Rather than emails promising that the item would ship soon. Scheduled shippings notifications don't count as an item actually shipping.
Final Business Response /* (4000, 16, 2016/01/22) */
I apologize. I didn't realize I was reloading to you directly. We are very sorry for your extended wait and would love to send your product. We felt a refund was the quickest resolution to the complaint. If you would still like the product we will gladly send it. We have had an extremely high order volume so production has taken longer than expected.
Final Consumer Response /* (2000, 18, 2016/01/25) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Thank you for the apology. We would like that.

Initial Business Response /* (1000, 9, 2016/03/16) */
Hi [redacted], I will make sure your shelf is shipped by Friday. I apologize for the extended wait time!

Initial Business Response /* (1000, 5, 2017/04/12) */
I will have this refunded. I apologize for any inconvenience

Final Consumer Response /* (2000, 7, 2017/04/10) */

Initial Business Response /* (1000, 5, 2017/02/27) */
I will have this refunded. I apologize for any inconvenience
Initial Consumer Rebuttal /* (3000, 7, 2017/03/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I won't be happybntil refund has been made....


Final Consumer Response /* (2000, 11, 2017/03/03) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Agreed to process a full refund within 10 days.
Final Business Response /* (4000, 9, 2017/03/03) */
Your order will be refunded in full. Refunds take around 10 business days to process

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.

Order has shipped.  Shipping invoice attached

Initial Business Response /* (1000, 5, 2016/08/01) */
Your refund has been processed. It takes approximately 7 business days to receive a refund.
Initial Consumer Rebuttal /* (3000, 7, 2016/08/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
As usual...

another lie. In the response I would receive my refund within 7 days. It has been 9 days and I still don't have the refund. I assume legal action will have to be taken.
Final Business Response /* (4000, 9, 2016/08/11) */
I will check on the refund and make sure it has been processed

Initial Business Response /* (1000, 5, 2016/02/24) */
Hi [redacted], I responded to your email this morning and I am waiting on a response from you. I will get your order shipped asap
Initial Consumer Rebuttal /* (2000, 7, 2016/02/26) */
(The consumer indicated he/she ACCEPTED the response from the...

business.)
I would like my product asap not 5-7 business days because I've already waited 3+ months for it. At this point it should be faxed, ups or what ever means overnight.

Initial Business Response /* (1000, 5, 2016/03/22) */
I will issue a 50% refund and check for a ship date

Initial Business Response /* (1000, 9, 2017/06/07) */
This order has been shipped.BOL [redacted]
Initial Consumer Rebuttal /* (3000, 12, 2017/06/09) */
Bed arrived June 7th, 2017 issue with footchest finally got ahold of them. They are remaking the footchest to original specs. They made a dimension...

change and never asked if I was okay with it. But they are making it right and doing a remake with the understanding that it will take a little time do to their back log. Also they are checking into a refund they told me I was receiving and hadn't yet. All in all yesterday's customer service was very good once I was able to get ahold of them.
Final Business Response /* (4000, 14, 2017/06/09) */
Remake is in production. And the refund is being processed. Thank you
Final Consumer Response /* (2000, 16, 2017/06/12) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 5, 2017/03/29) */
The sign is a seperate purchase. Any of our items that include signs are called a bundle. No where in the description does it say the sign is included with the purchse.
Initial Consumer Rebuttal /* (3000, 7, 2017/03/30) */
(The consumer...

indicated he/she DID NOT accept the response from the business.)
The online add showed both art peices and it was completely misleading. All I wanted was for the issue to be corrected and instead I've received nothing but push back

Initial Business Response /* (1000, 5, 2016/05/05) */
The customer ordered a "rustic" flag which is not colored. That is what she received
Initial Consumer Rebuttal /* (3000, 7, 2016/05/06) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I did not order a...

"rustic", I ordered the flag they display on their website US ARMY Concealment Flag, and it is Red, White & Blue....not brown and tan!
Final Business Response /* (4000, 9, 2016/05/09) */
New Order #XXXXXXXXXX
Inbox
x
Rough Country Rustic Furniture Unsubscribe
Feb 24
to me
Rough Country Rustic Furniture Order Confirmation
#XXXXXXXXXX
New Order
. Rough Country Tactical Apparel "Long sleeve Ts" and "short sleeve Ts" ship out to you from us via USPS Priority Mail within 10 business days of your order.
EACH PIECE IS HANDMADE TO ORDER


Approximately 6 to 8 weeks or 28-42 BUSINESS DAYS for Concealed Compartment Patriotic Flags, AND SIGNS
Approximately 8 to 10 weeks or 42-56 BUSINESS DAYS for Floating/Hanging Shelves and products of the like.
Approximately 10 to 12 weeks or 56-70 BUSINESS DAYS for Mirror Concealment Units and Small Tactical Bookshelves, Coffee Tables, End Tables, lamps, and products of the like.
Approximately 12 to 15 weeks or XX-XXX BUSINESS DAYS for complete High Capacity and regular model Bedroom Sets, and complete High Capacity and regular model Dining Sets. Large Book Shelf Concealment units. Hall Trees and products of the like.
ONCE YOUR PRODUCT IS COMPLETED WITHIN THE AFOREMENTIONED LEAD TIMES, YOU WILL RECEIVE AN EMAIL FROM FEDEX LISTING ALL SHIPPING AND TRACKING INFORMATION, SO PLEASE MAKE SURE YOUR SHIPPING ADDRESS AND EMAIL ADDRESS IS ACCURATE SO YOU WILL RECEIVE THAT INFORMATION
Please keep in mind that the scheduled completion date is an estimated completion date, this date may vary by product or current production schedule. Shipping time is also not included in this time. Extreme weather, increased ordering volume, and if the piece is customized/personalized may also play a role in production of our pieces. The freight company/fedex will deliver the item to your house. They will not bring the item inside
Shipping Address
[redacted]
7429 S Alkire Street #302
Littleton, CO XXXXX
US
[redacted]@yahoo.com
XXX-XXX-XXXX
Billing Information
logo
Mastercard ending in [redacted]
[redacted] Fletty
XXXXX
Order Receipt
Rustic Military Concealment Flags
Branch: Army $120.00
Subtotal $120.00
coupon DEFEND16 $-18.00
Shipping - Shipped to your Doorstep $20.00
Total $122.00
Thank you for supporting small business! MADE IN THE USA
Rough Country Rustic Furniture 7492 Old Highway 60 Mountain Grove, MO, XXXXX US
[redacted]@roughcountryrusticfurniture.com

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

Initial Business Response /* (1000, 5, 2017/04/24) */
Hi [redacted], Your mirror will ship this week.