Aria Furniture

I reject this response because, as you can see in their answer, the company is just making excuse after excuseI don't understand why our product was so difficult to obtain since there was nothing custom ordered and nothing special about itWe just picked it from his show roomThe only thing that we were waiting on was the bed rail since he didn't have it on the floorWe needed to know what the height of the rail was from the floor to the bottom of the bed rail because we were looking for something that would provide us with 6" of space between the floor and the railOn the receipt, I wrote that I was not buying the product, I was waiting for the height readingThe employee was supposed to call us back the next day with the height measurements, but he never didIf he can show me even one phone call made from his phone to my home or my cell phone about the bed, I will take the order.The reason I was buying the product was to accommodate my sister in law and her family who are here visiting us from Saudi ArabiaThey are now nearing the end of their stay and I never received my orderThere is no way I can trust this business and I cannot make a deal with themI will not take anymore excusesIf they don't refund my money before Friday, I will file a claim in court on Friday, July 31st.Regards,*** ***

I am rejecting this response because:This person name *** had only excuses & lie upon lie I paid him cash $as a down payment because I want to buy that bedto serve my guests they were coming from abroad.I nerve had in my mind I am not going to buy that bed.Only I am backing up because he never full fill his promise.Just lie upon lie.It went from week to week then where house was close .truck was too full.my driver was sick.was short on one employee so for so on. I think he did not understand what was his responsibility as a businessman except excuses and Lie.So I think it is time to go to Court and get my cash back plus allmy trips to his store and my time off from work plus all my Headache. Thanks again. Regard, *** ***i

To Whom It May Concern at The Revdex.com: As customer, stated, he visited our showroom on 7/5/He chose a mattress/box set that we had on display, along with a wooden bed frame from the catalogWe agreed on a discounted total price of $total for the transaction, with the agreement customer
would pick up the items himselfI explained to our customer that the approximate wait time for the merchandise to arrive will be one week, but that the time frame is only an estimateFurthermore, I explained that since the mattress/box set and the bed frame are being sent to us from different manufacturers, shipping time will vary, and they most likely will not arrive at the same exact timeI asked the customer if he would be interested in picking up one item, should it become available sooner, and come back from the other item at a later time, and he said "No" - he wanted to make only one trip and pick everything up at the time sameThis was a "special order" because the customer wanted the items in FULL sizePer our company policy, all special orders must be paid for in full at the time of purchaseThe customer asked if he could give a down payment of $300, with the remaining $to be paid at the time of pickupIn order to keep our customer happy, I agreed to make that exception for him, and I told him of the policy as well, and that I would be making an exceptionHe paid $300, and leftThe items were purchased on 7/5/15, which was a SundayThe order was placed on that same day by me online, but since the manufacturers are closed on the weekends, they would process the order once they open the next business day, Monday, 7/6/The manufacturer delivers to the Sacramento area only on Fridays (this can be verified and proven by manufacturer,) and while we tried our best to make the shipping deadline for the Friday of the same week (7/10/15,) we were unable to do so, since their truck was already fullAs customer explained in his complaint, we notified them of this delay, and informed that that the items would arrive by 7/17/(the following Friday.) He agreed to wait another weekThe items did arrive by the following Friday, 7/17/However, since they arrived later that evening, they went straight to our main warehouse, for our "After Hours" receivingSaturday, 7/18/15, was a very busy morning, and I was short-handedBefore I had the chance to call the customer, he came into the store, asking the status of his itemsI told him that his mattress arrived the day before, but that because it had came in late, it was at our main warehouseThe items needed to be brought into our store from the main warehouse, and I needed to have our delivery personnel go there with our company truck to pick the items upThe bed frame was already at our store, and I showed customer the boxes for itHe had the option to pick up the bed frame, but chose not toI explained that I couldn't have my deliverymen go to the warehouse right at that very minute, because the truck was out for local deliveriesI told the customer that as soon as the truck comes back, I will send it to the warehouse so they can pick up the mattress/box and bring them back to the storeUnfortunately, deliveries took much longer than anticipated on that day and the truck was not even available by our closing time of 7:00pmOn Sunday, 7/19/15, the customer came in to the store again, and I informed him that our warehouse is CLOSED on Sundays (I never said there is a "problem" with the warehouse, as customer suggests.) However, I told customer that I know he has been waiting for his items, so I had actually left a message earlier for my warehouse personnel - on their private cell phones - and asked them to please call me and make a one time exception to go to the warehouse to pick these items up, on their day offI explained the importance of this, and informed them that I would pay them overtime wages for taking time on their day off to drive to the warehouse and transport the itemsI told the customer that I had already called them, and all I could do at the point was wait for them to return my callsIn order to ensure my customer remains happy, I told that once the items are here, he didn't need to worry about picking them up; I told him I would included free delivery for him on his itemsHe said ok, and he leftUnfortunately, I never heard back from my warehouse employees on SundayOn Monday, 7/20/15, my deliveryman called in sick (can be verified, upon request.) Customer once again came into the store, very angry, and didn't even give me a chance to say a wordHe demanded his money back, and I calmly said, "I can't do that." I wanted to explain to him what the situation was, and what I was going to do for him in order to make him happy(I was going to include free in-home setup with the delivery, along with a couple of cool-gel memory foam pillows for him.) He was so angry that he didn't give me the opportunity to speak even one wordHe slapped his hand on the counter, shouted, "I will see you in the court!," and walked outThat was the final interaction with this customer, until I received notice of the Revdex.com Complaint today in the mailAs The Revdex.com is aware, we have been accredited with The Revdex.com for over years, and we currently have an "A" grade from the Revdex.com for our fair and ethical business practice, with very minimal complaints ever filed(Only complaints filed in the past months, and both of those issues have been addressed EXTREMELY SATISFACTORILY, and our grade remains "A.") As our Revdex.com reputation suggests, we take customer service very seriously, and often bend over backwards to ensure our customers remain happyWe attempted to make this customer happy as well, but unfortunately no two situations are the same, and on his last visit to our store, this customer did not even give me a chance to say one wordWe stand ready to assist this customer, and our offer of free delivery and in-home setup for his items, along with free cool-gel memory foam pillows stands(We do ask that customer gives us a 48-hour advance notice of the day he would like items delivered to his house, so that we can schedule deliveries accordingly.) However, a refund of the deposit is not possibleAs willing as we are to keep every customer happy, we must still adhere to our company policy, and the policies of the manufacturers with which we conduct businessThe Aria Furniture invoice that our customer signed, clearly specifies this transaction as a "Special Order," and right above where our customer has personally signed the invoice, it is stated "NO CANCELLATION OR REFUND ON SPECIAL ORDERS." By signing this invoice at the initial time of purchase, customer agrees to the term and conditions of the purchase, as set and stated on the invoice which he has signedThis signed invoice is a legal contract between the two parties, and fully enforceable by the commerce laws of the State of CaliforniaWe would like to thank The Revdex.com in advance for your time and cooperation in this matter, and look forward to hearing from youRegards, *** *** Aria Furniture

Revdex.com:
I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to meI have been waiting years for my replacement and havent received any calls regarding my replacement or thats its ordered or even on the wayEverytime I go in the store *** assures me it will be on the next truck and everytime I leave my number but never receive a call

Hello, This email is in regards to the consumer complaint recently filed with the Revdex.com regarding a sectional our customer purchased from us. The customer is absolutely 100% correct in her request for a new leg for her sectional, and we have every intention to rectify this issue The
problem is that when this issue was brought to our attention, the sectional was out of stock from the manufacturer Because these items are shipped to the US manufacturers via container ships from overseas, it takes several months to for shipments to arrive Upon final receipt of the merchandise by the manufacturer, it was determined by them that the new style sectionals are made differently than the version that our customer had purchased, which means that a replacement leg on the new sectionals would not properly fit the older versions.This sectional is still under warranty, and our customer will NOT be held liable for the manufacturer building the set in a different manner The leg that properly fits our customer's sectional has been on order, and is set to arrive within the next couple of weeks, as per the manufacturer We will touch base again on Monday with the manufacturer, and update our customer.We will do our best to take care of our customer as soon as possible, and really appreciate her patience We realize it has taken a long time.If any additional information is required, please feel free to contact us Thank you!Highest Regards,***

I have read the customer's rejection of my offer.  It is riddled with inaccuracies.  First and foremost, he says "all we were waiting for was the bed rails."  That is incorrect.  The bed frame and mattress he chose were from my showroom, and we stock these items in a QUEEN SIZE.  The customer wanted both items in FULL size, and I informed him PRIOR to his purchase that I did not have either item available in the full size, and they both needed to be special ordered for him.  I informed him that this may take some time, and I specifically told him that it may "not bethis Friday," (meaning 7/10/15.)  He replied with "that's no problem, no real rush" and that the most important thing for him was that the rails needed to have a clearance of at least 6 inches from the floor.  I informed him that since the order was being placed on a Sunday, I could not verify that information with the manufacturer until Monday, but that I would let him know.  The customer then wrote "Not buying confirming height" on the invoice.  By that, he means that if the bed rails end up being less than 6 inches from the floor, that he would not be interested.  I agreed.  Subsequently, I confirmed with the manufacturer that the clearance of the rails were NINE (9) inches from the floor, so I knew the customer would like that height.  I didn't get a chance to call him, but he was at my store every other day, so I told him in PERSON that the rails were 9 inches off the floor, and he left the store satisfied.Furthermore, his statement that "all we were waiting for was for the bed rails," is FALSE.  He knew that the bed rails were received well before the mattress set, because upon one of his many visits to the store, I physically SHOWED HIM the two boxes that contained the bed frame that he had ordered.  He SAW the boxes, TOUCHED the boxes, and I asked him AGAIN that day, if he wanted to pick up the bed frame right then and there, and he said no.. he wanted to only make one trip.  The claim that he didn't really "buy" these items is so asinine, I won't even comment on that.  Why would anyone who is not buying an item from a store go into a store, select the product, write an invoice, and PAY a down payment, if they're not "buying" the item?  That claim is ludicrous.As per the Revdex.com's request, I have attached a clear copy of the Aria Furniture Invoice which shows the terms and conditions of the transaction and purchase, along with the customer's signature, proving acceptance of such terms.If this case is taken to court, we will happily explain our position to the Honorable Judge presiding over the case, and the customer shall be advised that we reserve the right to file a counter claim against him, seeking monetary compensation for work time lost, due to our court appearance.Thank you for trying your best, Revdex.com.  We appreciate your support through the years!Highest Regards,[redacted]

Review: my table I ordered was damaged. its never been replaced. they ordered the wrong rails for my bed 4 months later they came in. I never received any phone calls from them all communication was me calling and asking for updates. the day they came to put my bed together it collapsed the rails completely bent in half. we called them they said they would be out the next day they never showed up days later still havent heard from them. im so sick of dealing with these people I would rather pay for rails somewhere else.Desired Settlement: if it was up to me they can have all their furniture back and I get my money back. I wish I never stepped foot in their door. I want to help the next person from making the same mistake I did. I would never recommend their business to anyone.

Business

Response:

On 04/08/2014, Ms. [redacted] purchased a Bedroom Set, a coffee Table/End Table set, and a Twin Mattress/Box Set. At the time of purchase, Ms. [redacted] stated that she was interested in an Eastern King size bed, and that is what was purchased. It is also what was written on the store invoice, a copy of which was given to Ms. [redacted] at the time of purchase. After the delivery was made, Ms. [redacted]'s husband called us, informing us that they had made a mistake in the size of the mattress that they already had, and that they in fact needed a California King bed. I informed them that it isn't a problem, because all that would need to be changed are the rails, but that there would be a restocking fee assessed by the manufacturer for the Eastern King rails, because the mistake was neither the store's or the manufacturer's. Ms. [redacted]'s husband was very nice and understanding, and he said he was OK with the restocking fee, and that he would wait for the CK rails. The customer's claim that we ordered the wrong rails in false, as the words "E KING" is written on the invoice as well. Had we written down "E King" but delivered a different size, I would agree that we had ordered the wrong rails. However, we wrote down precisely what was requested, and ordered exactly those items. The customer was also in possession of a copy of the receipt during the time between purchase and the initial delivery of items. Had the wrong items been written on the receipt, they had ample time to call us so that the items could be revised prior to the initial delivery. In addition, during every telephone conversation we had with the customer, they were in realization that the wrong rails were actually their mistake. Unfortunately, this bedroom set was out of stock and on back order from the manufacturer, and it did take the company a long time to receive the rails we needed. On 6/28/14, we were able to replace the rails for Ms. [redacted]. This process took 2.5 months. Regardless of the fact that it was the customer who ordered the wrong rails, we realize that 2.5 months is an extremely long time for the customer to have waited. It is for that reason that we informed the customer that we would pay the manufacturer's restocking fee, so that as a customer service standpoint, the customer would not need to pay out of their pocket, and that is precisely what we did. In response to the issue with the coffee table: The coffee table was not "damaged." This particular coffee table has decorative metal studs that are built in all around the edge of the table. One of these decorative studs was missing, and it was a construction defect, meaning that when the table was being built in the factory, they missed a stud. Because these studs are built into the table, the entire table needed to be changed, and we informed the customer immediately that we would order a brand new table for them. The manufacturer's policy on any item that needs replacement for any reason is that we would need to take the defective item back, and once the new item is received, we would have to deliver it to the customer. This table was also out of stock, and since the issue was purely cosmetic, we allowed the customer to keep the first coffee table in their possession and use it as they normally would, and that we would replace it with the new one when it's available. This is an exception we made in order to keep the customer happy, so that they're not left without a coffee table in their house. The coffee table was replaced with a brand new one on 07/26/14, however the Revdex.com complaint was filed by the customer prior to the table being replaced. We received this complaint on 07/29/14, which is 3 days after the replacement of the table. We have copies of the customer's invoice which clearly states all items that were initially purchased, which proves that the "wrong rails" were not ordered by us. We are happy to provide that and any other documentation to the Revdex.com, if needed. We are a Revdex.com-accredited business with an "A" grade. We strive to keep every customer happy, and do all that we can to keep that goal. We did our best in this situation as well, by covering the restocking fee, even though the mistake was not ours, and also by allowing the customer to keep the coffee table and use it while we waited for the new one to arrive. We regret that it took as long as it did, but the manufacturer's timeframe is out of our store's control. However, from a customer service standpoint, we regret that the customer had to wait as long as they did, and hope that waiving the restock fee and allowing them to keep the coffee table while they waited for the replacement was, at least, some consolation. We are happy to say that all issues are now fixed, and we wish the customer the very best. If The Revdex.com needs any additional information, please feel free to contact us any time. Thank you for your time and attention to this matter.

Review: I bought a Chocolate sectional on July 29th 2014 and it came with a warranty, approximately a month later August 29th 2014 the leg broke out of the wood and the couch will fall. The date today is February 9th 2016 and I have yet to receive my couch or even hear from the store I have been promised that my couch is coming and yet to receive it. Ive left numerous messages and gone in to speak with "Amir" the sales man that handles the warranties, and he has made no attempt to handle the situation.Desired Settlement: All I want is my couch, Ive been very patient with this and its still taking too long.

Business

Response:

Hello,

Review: I bought a sofa, loveseat and king bed frame march 20, 2014. The bedframe broke in the middle within 2 weeks from NO abnormal use. They took two weeks to replace and that one broke in the middle as well!! I put weights to support it in that spot!!!The sofa had a rip near the bottom in which they replaced within a week or two of buying! within 4 months the springs on both pieces of furniture started bulging up against the top making it impossible to sit on. I called them SEVERAL times and have gotten no response.Desired Settlement: Come and get the furniture and bedframe and give me a full refund because my bank couldn't dispute the charges after 120 days~ there is no way brand new furniture and a bedframe should have any trouble even within the first few years!! Especially if its just my wife and I who use it!!!!!!!!

Business

Response:

The king size metal bedframe that our customer has purchased has been replaced once already, but it is still under full warranty, and will absolutely be replaced again, with no charge to the customer, or any need for our customer to purchase other parts for it. As for any issues pertaining to the sofa/loveseat that are still present, I personally have not heard anything about it until I received this Revdex.com notification. Customer states that they have called "several times" on this matter. I would like to know who they have spoken to. These items were purchased on 3/20/14, and customer states that the problems occurred on 4/10/14. The Revdex.com complaint was filed on 9/25/14, more than 5 months after they state the problem occurred. Had I been personally notified of any issues, I would certainly have made sure that any issue with the sofa/loveseat would be resolved as well, in the same manner that we immediately resolved a broken bedframe issue immediately upon notification of it the first time, and also the sofa that was immediately replaced for the customer due to the fact that the initial item was received with a tear in it. The reason it took 1-2 weeks to replace the sofa the first time around is because we had to notify the manufacturer of the defect, and wait for them to ship us a brand new piece. Upon receiving the brand new piece, the item was immediately exchanged for our customer. I was completely unaware of any lingering problems with this transaction that is dated over 6 months ago, until now. Having said that, now that I am made aware of a possible problem, I will absolutely do all that is possible to correct it. I will contact customer personally to resolve this matter. In the event I am unable to reach customer, I request that they contact me at the store at the number provided so that this matter can be resolved as soon as possible. I am in the office everyday, EXCEPT Tuesdays and Thursdays. Thank you for your time and attention to this matter

Consumer

Response:

In response to Arias response to my original complaint, I did call them several times without a response! The last message I left was that "I guess you guys are going to me leave me hanging and I am just up short". I then called my bank that I paid from for the furniture to get my money back and return the furniture to get my money back and return the furniture. They credited my account and my wife and I added to it and bought some quality furniture. (less the bed frame). About 2 to 3 weeks after my bank informed me that it was past the 90 days of original purchase date to get the refund. My bank account is in the negative (-600 plus) because of that. I don't want nor need an exchange because the furniture and frame from Arias should not be faultering so soon with 'minimal and light use' use!!! I just want a full refund and for Arias to pick up the furniture and bed frame. The bed frame was already exchanged once and within 2 wks. broke in the same exact spot!!!

Business

Response:

Hello [redacted],

Thank you so much for all your help regarding this matter. Below, please find my reply to the customer's complaint....

Customer states that there are issues with the cushions of the sofa/loveseat set that was purchased on 03/20/14. This complaint was made after 7 months of ownership, however that is not a problem because the item is still under the 1 year manufacturer's warranty. As such, we are still able and very willing to assist our customer in resolving this issue. Per our store policy - that is written on the store invoice that has been signed by our customer - we are unable to issue a refund and return the merchandise (especially considering the time lapse in this issue.) However, if the customer chooses, we are willing to assist them in contacting the manufacturer on the their behalf to replace the set for them, as per warranties that are through the manufacturer. If our customer is interested, we would be more than happy to contact the manufacturer on their behalf and see what our best options are in order for the manufacturer to service this issue as per their policies.

We would like to thank The Revdex.com for assisting us in this matter.

With Respect,

Aria Furniture

Consumer

Response:

I am rejecting this response because:the couch and the loveseat had problems before 7 months with little

Use!!!! I have a copy if the receipt I signed and it doesn't say anything about a one year warranty!!!! I called several times

Review: My wife and I went to an Aria Furniture store on 7/5/15 around 2pm and we found a mattress set that we liked in the showroom. We spoke to the sales person there and came up with a deal for the box and mattress for $300. Then we asked for a bed frame since we didn't see one on the floor. He showed us the catalog and we picked a bed frame from there. Our total came out to be $600 for the frame, mattress and box. We paid a $300 deposit in cash for which we have a receipt. He promised us that he would get everything ready by Friday, 7/10/15 and told us we could pick it up on that Friday or Saturday. However, he never called us back. I personally went there and asked him about it. He said to give him one more week and that the bed would be ready by next Friday, 7/17/15. Again, he failed to call us. So Friday evening, I personally went there again and he said everything we ordered is here and is in the warehouse. He said he would send someone to the warehouse now and he will call me back within an hour to pick up our order. So I waited all day, he never called me back. The next day on 7/18, I went there again. He started giving me a run around again. Then he said there's a "problem with the warehouse" and said that he could get the order by 7/19/15, but again, he failed to call us on 7/19. I went back yet again on 7/19, and he said he was sorry that I had to come and see him again. He said he would deliver our entire order to me directly on 7/20 by 4pm and that I wouldn't have to come back to the store. All of 7/20 passed by, we never got a call and we never got our delivery. I called at around 4:30pm and he did not answer. I left a message. I said that if he didn't have my order by today, then the deal is off. I waited until 6:30, I never got a response to my message. I went there again around 6:45 on the same day - he was at the store. I asked him to return my deposit and we are done. He said it's not going to happen. I stopped contacting him after that point and decided to file a complaint here.Desired Settlement: I would like my $300 deposit back plus something for my headache.

Business

Response:

To Whom It May Concern at The Revdex.com: As customer, stated, he visited our showroom on 7/5/15. He chose a mattress/box set that we had on display, along with a wooden bed frame from the catalog. We agreed on a discounted total price of $600 total for the transaction, with the agreement customer would pick up the items himself. I explained to our customer that the approximate wait time for the merchandise to arrive will be one week, but that the time frame is only an estimate. Furthermore, I explained that since the mattress/box set and the bed frame are being sent to us from different manufacturers, shipping time will vary, and they most likely will not arrive at the same exact time. I asked the customer if he would be interested in picking up one item, should it become available sooner, and come back from the other item at a later time, and he said "No" - he wanted to make only one trip and pick everything up at the time same. This was a "special order" because the customer wanted the items in FULL size. Per our company policy, all special orders must be paid for in full at the time of purchase. The customer asked if he could give a down payment of $300, with the remaining $300 to be paid at the time of pickup. In order to keep our customer happy, I agreed to make that exception for him, and I told him of the policy as well, and that I would be making an exception. He paid $300, and left. The items were purchased on 7/5/15, which was a Sunday. The order was placed on that same day by me online, but since the manufacturers are closed on the weekends, they would process the order once they open the next business day, Monday, 7/6/15. The manufacturer delivers to the Sacramento area only on Fridays (this can be verified and proven by manufacturer,) and while we tried our best to make the shipping deadline for the Friday of the same week (7/10/15,) we were unable to do so, since their truck was already full. As customer explained in his complaint, we notified them of this delay, and informed that that the items would arrive by 7/17/15 (the following Friday.) He agreed to wait another week. The items did arrive by the following Friday, 7/17/15. However, since they arrived later that evening, they went straight to our main warehouse, for our "After Hours" receiving. Saturday, 7/18/15, was a very busy morning, and I was short-handed. Before I had the chance to call the customer, he came into the store, asking the status of his items. I told him that his mattress arrived the day before, but that because it had came in late, it was at our main warehouse. The items needed to be brought into our store from the main warehouse, and I needed to have our delivery personnel go there with our company truck to pick the items up. The bed frame was already at our store, and I showed customer the boxes for it. He had the option to pick up the bed frame, but chose not to. I explained that I couldn't have my deliverymen go to the warehouse right at that very minute, because the truck was out for local deliveries. I told the customer that as soon as the truck comes back, I will send it to the warehouse so they can pick up the mattress/box and bring them back to the store. Unfortunately, deliveries took much longer than anticipated on that day and the truck was not even available by our closing time of 7:00pm. On Sunday, 7/19/15, the customer came in to the store again, and I informed him that our warehouse is CLOSED on Sundays (I never said there is a "problem" with the warehouse, as customer suggests.) However, I told customer that I know he has been waiting for his items, so I had actually left a message earlier for my warehouse personnel - on their private cell phones - and asked them to please call me and make a one time exception to go to the warehouse to pick these items up, on their day off. I explained the importance of this, and informed them that I would pay them overtime wages for taking time on their day off to drive to the warehouse and transport the items. I told the customer that I had already called them, and all I could do at the point was wait for them to return my calls. In order to ensure my customer remains happy, I told that once the items are here, he didn't need to worry about picking them up; I told him I would included free delivery for him on his items. He said ok, and he left. Unfortunately, I never heard back from my warehouse employees on Sunday. On Monday, 7/20/15, my deliveryman called in sick (can be verified, upon request.) Customer once again came into the store, very angry, and didn't even give me a chance to say a word. He demanded his money back, and I calmly said, "I can't do that." I wanted to explain to him what the situation was, and what I was going to do for him in order to make him happy. (I was going to include free in-home setup with the delivery, along with a couple of cool-gel memory foam pillows for him.) He was so angry that he didn't give me the opportunity to speak even one word. He slapped his hand on the counter, shouted, "I will see you in the court!," and walked out. That was the final interaction with this customer, until I received notice of the Revdex.com Complaint today in the mail. As The Revdex.com is aware, we have been accredited with The Revdex.com for over 5 years, and we currently have an "A" grade from the Revdex.com for our fair and ethical business practice, with very minimal complaints ever filed. (Only 2 complaints filed in the past 12 months, and both of those issues have been addressed EXTREMELY SATISFACTORILY, and our grade remains "A.") As our Revdex.com reputation suggests, we take customer service very seriously, and often bend over backwards to ensure our customers remain happy. We attempted to make this customer happy as well, but unfortunately no two situations are the same, and on his last visit to our store, this customer did not even give me a chance to say one word. We stand ready to assist this customer, and our offer of free delivery and in-home setup for his items, along with 2 free cool-gel memory foam pillows stands. (We do ask that customer gives us a 48-72 hour advance notice of the day he would like items delivered to his house, so that we can schedule deliveries accordingly.) However, a refund of the deposit is not possible. As willing as we are to keep every customer happy, we must still adhere to our company policy, and the policies of the manufacturers with which we conduct business. The Aria Furniture invoice that our customer signed, clearly specifies this transaction as a "Special Order," and right above where our customer has personally signed the invoice, it is stated "NO CANCELLATION OR REFUND ON SPECIAL ORDERS." By signing this invoice at the initial time of purchase, customer agrees to the term and conditions of the purchase, as set and stated on the invoice which he has signed. This signed invoice is a legal contract between the two parties, and fully enforceable by the commerce laws of the State of California. We would like to thank The Revdex.com in advance for your time and cooperation in this matter, and look forward to hearing from you. Regards, [redacted] Aria Furniture

Consumer

Response:

I reject this response because, as you can see in their answer, the company is just making excuse after excuse. I don't understand why our product was so difficult to obtain since there was nothing custom ordered and nothing special about it. We just picked it from his show room. The only thing that we were waiting on was the bed rail since he didn't have it on the floor. We needed to know what the height of the rail was from the floor to the bottom of the bed rail because we were looking for something that would provide us with 6" of space between the floor and the rail. On the receipt, I wrote that I was not buying the product, I was waiting for the height reading. The employee was supposed to call us back the next day with the height measurements, but he never did. If he can show me even one phone call made from his phone to my home or my cell phone about the bed, I will take the order.The reason I was buying the product was to accommodate my sister in law and her family who are here visiting us from Saudi Arabia. They are now nearing the end of their stay and I never received my order. There is no way I can trust this business and I cannot make a deal with them. I will not take anymore excuses. If they don't refund my money before Friday, I will file a claim in court on Friday, July 31st.Regards,[redacted]

Business

Response:

I have read the customer's rejection of my offer. It is riddled with inaccuracies. First and foremost, he says "all we were waiting for was the bed rails." That is incorrect. The bed frame and mattress he chose were from my showroom, and we stock these items in a QUEEN SIZE. The customer wanted both items in FULL size, and I informed him PRIOR to his purchase that I did not have either item available in the full size, and they both needed to be special ordered for him. I informed him that this may take some time, and I specifically told him that it may "not bethis Friday," (meaning 7/10/15.) He replied with "that's no problem, no real rush" and that the most important thing for him was that the rails needed to have a clearance of at least 6 inches from the floor. I informed him that since the order was being placed on a Sunday, I could not verify that information with the manufacturer until Monday, but that I would let him know. The customer then wrote "Not buying confirming height" on the invoice. By that, he means that if the bed rails end up being less than 6 inches from the floor, that he would not be interested. I agreed. Subsequently, I confirmed with the manufacturer that the clearance of the rails were NINE (9) inches from the floor, so I knew the customer would like that height. I didn't get a chance to call him, but he was at my store every other day, so I told him in PERSON that the rails were 9 inches off the floor, and he left the store satisfied.