B J Mundel Furniture Co

We have had part of the order for several weeks and the husband asked us to deliver everything at one time.  We informed the husband the fabric was on back order.  The furniture is scheduled to be produced today according to the factory web site.  It takes about 7-10 days to get to us...

after production.  Yesterday we informed the customer of this.  We will make some type of adjustment for factory delay.

We apologize for the delay in getting the final 2 pieces to complete this order.  Our supplier has been in a severe back order on these 2 products.  We will deliver them as soon as we receive them.  Manufacturing delays are beyond our control, but we have confirmed the products will...

be manufactured and ship to us.

Revdex.com:I have reviewed...

the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.Regards,[redacted] Like I stated earlier, as soon as I receive credit on my card I will be happy to return their defective, not what I ordered furniture.  I do not trust them or believe them that they will credit my account.  I've been lied to repeatedly for over 4 months now.

This was a very UNJUSTIFIED complaint.  The furniture was delivered NEW from the factory and opened up at the customer's house.  The arm had a SLIGHT tear in it.  We offered to order a new piece or send another one out that we had in stock.  Several days later we delivered a...

second piece and it also had a hole in the same spot.  We ordered a new one and told the customer to use the sofa until the new one came in.  In the meantime we had the first one they purchased fixed and you could not see the repair unless you knew where it was in advance.  We offered to deliver that one and let them use that one until the new one came in.  They were very adamant about a refund and would not let us replace the defective piece.  We did pick up the living room and issue a refund, however I do feel it was buyer remorse as the customer was supposed to rescind the complaint which they did not and they told me they were going to buy a $ 299 sofa which is a much cheaper quality than the sofa the originally purchased.  This case should be marked as cleared as the customer did receive a full refund.

We are sorry for the delay.  This supplier was not related to the news article.  All of the customer's in the news article are being taken care of.  We have followed up on this order and will be able to fill it as ordered in a timely fashion.  Again we apologize for the delay,...

but as our sales orders state, we can not be responsible for manufacturing delays.  We will stay on top of this to make sure it is taken care of promptly.

I have attached my receipt from M[redacted]ls furniture, if you notice on the bottom left corner is the explanation of special order items was not signed by me or even explained to me. The 2 stools that I ordered are not special order at all. They were the exact fabric and wood that as I seen on the showroom floor.  I have sent my complaint to social media and found that I am not the only person who has dealt with this problem. I had many people who have dealt with the same thing. Mr M[redacted] did contact me and told me my stools would be in last week and I still have not received them.  I expect a refund; I ordered these stools on 4/25/16 and have been waiting.. If you would like the social media responses I would be happy to share that with you as well. I am planning to contact my local news station as well.  This man should not have a business!!!

Review: I purchased 2 bar stools from BJ M[redacted] Furniture on 4/25/16. I paid half of the money to order the bar stools, which was $200.34. I was told that it should take a "couple of weeks" for the stools to come in. Since then I have placed several calls to the company asking when my stools will arrive. Each time I am told they haven't come in yet. I asked for a refund and I was told Mr. M[redacted] would have to contact me, he handles all refunds. I haven't heard from Mr. M[redacted] or received any calls from a supervisor to correct this situation.Desired Settlement: I would either like to have my money back or be able to have the stools within the next few weeks and the store should give them to me for what I have already paid which is half! Since they have failed to provide the product in the timeframe that was promised. I will not shop at this store ever again

Business

Response:

I am sorry for the problem. Sometimes items take longer than anticipated. A few items such as bar stools only take longer than a complete truck does for some reason. The customer signed our special order policy stating that special orders can be delayed by the factory and we are not responsible for those delays and they do not invalidate the order. I checked with the factory we should have them in about 2 weeks. Again I am sorry for the delay.

Consumer

Response:

I have attached my receipt from M[redacted]ls furniture, if you notice on the bottom left corner is the explanation of special order items was not signed by me or even explained to me. The 2 stools that I ordered are not special order at all. They were the exact fabric and wood that as I seen on the showroom floor. I have sent my complaint to social media and found that I am not the only person who has dealt with this problem. I had many people who have dealt with the same thing. Mr M[redacted] did contact me and told me my stools would be in last week and I still have not received them. I expect a refund; I ordered these stools on 4/25/16 and have been waiting.. If you would like the social media responses I would be happy to share that with you as well. I am planning to contact my local news station as well. This man should not have a business!!!

Business

Response:

Thank you for your sending us the paper work, However ONLY the original copies are signed and we have those at our store. We do not give the consumer the signed copies, we keep them for our records. The bar stools have been in for one week and we left a message for Christy to call us back to schedule delivery. We have not received a return call. We call her again, if no answer we leave a message on the answering machine. We do not deliver until we hear from the customer and set up a mutual delivery date. We have the bar stools and want to deliver them at the earliest possible time.

Review: Sofa and rocker/recliner chair were ordered on 3/5/16 and paid in full (cash) at that time. A 2-3 week manufacturing/delivery time was understood. After multiple phone calls (approximately 20), and several excuses (promising next week delivery) we still do not have either piece of furniture on 8/29/16. The chair has been in stock for several weeks, but they refuse to deliver the item unless we pay for an additional delivery charge. Two weeks ago, I spoke to Randy who stated that the sofa had been on backorder (new excuse) but should be ready to ship from the manufacturer. Randy also stated that he receives deliveries every 1-2 weeks and it should be in "on the next truck."

We have requested store credit or refund for the sofa - but have been refused. They will not deliver the chair unless we pay the fee.

Due to the poor customer service, false promises, and lack of communication we would like to formally request a full refund.Desired Settlement: Delivery of both items OR Full refund

Business

Response:

We are sorry for the delay in the sofa. The recliner chair came in right away and the sofa was on back order (2 different suppliers). Yesterday the customer came into our store and selected another sofa to be delivered this week with the recliner chair. This should resolve the problem.

Review: I purchased a Headboard for a full size bed on 03/02/2013. After many phone calls asking when it will be delivered I finally said to just return the $160.00 I paid. I have talked to the owner several times and to the office staff. I also left a phone message for him that I wanted my money back. I know $160 isn't much but I also spent $149 at the same time. If he doesn't have the product just send me the money. Mr. [redacted] is the owner and over the last 20 years I have been a good customer purchasing thousands of dollars worth of merchandise. I would like something resolved.Desired Settlement: I would like the money refunded for the merchandise I did not receive.

Business

Response:

I am sorry for the long delay in getting this headboard. It is from a company that historically has very slow shipping performance. Mrs. Miller has been a long time good customer of ours and I did tell her whenI realized what she ordered that it would take a long time. All our paper work clearly states Special Orders are Non Cancel-able Non Refundable. I am expecting the headbaord shortly. If we do not receive it soon, I will make an exception and refund her payment. I apologize for the delay.

Review: I purchased a bed, matress, and 2 chairside end tables on 10/12/13. I received one end table and the matress set the same week. the bed did not come for months. I still have not received the other end table. I have called at least 20 times asking when I will receive my end table. I speak with the owner and he always says he is checking into it. the last time I called I spoke with a secretary and she said it was just shipped out to the store from the company and they should have it shortly. that has been at least 6 weeks ago and I have not heard anything since. I told the owner I wanted compensated for the horrible length of time it took to get my bed and he said he would but never has sent any refund or offered any merchandise. I have been as patient as could be. My patience has run out.Desired Settlement: I want my end table and I want either a monetary refund or merchandise item for the delay in receiving my merchandise as promised by the store owner.

Business

Response:

Mr. [redacted] we delivered the end table in question to Mr. [redacted] at his place of employment this week and the customer is satisfied.

Review: I purchased a bedroom suite on 1/19/2013 and did not receive it until 5/24/2013. When I received the furniture the nightstand was not delivered to me because it was damaged and I still have not received it to date. Every other piece of furniture was damaged on delivery, including water damage from the factory on the chest of drawers. [redacted] assured me he would replace the furniture, but I would have to wait because it was on back order. It is now 1/29/2014 and I still do not have the furniture and [redacted] is refusing to refund the money. He has offered a partial refund to keep the furniture as is, but I do not want damaged furniture. He has offered to take the furniture back with a restocking fee, but I do not feel I should have to pay that since the furniture is damaged and he is not able to replace it up to this point. He is telling me again he had reordered the product from Ashley and would be replacing it. He assured me he would call Ashley and find out when it would be here again, but never returns my call. The last time I spoke to him, he stated it was on the next truck in from Ashley and that was over a month ago. I would prefer to have a full refund as in the last 8 months this issue has not been resolved and I also purchased a extended, accidental warranty. I have emails going back to show the effort made to try to get this resolved.Desired Settlement: I would appreciate any help you could provide in obtaining a full refund since I have not received a replacement to date.

Business

Response:

I apologize for the problem.

Review: Bought six Bosch appliances which were delivered in 2010. They replaced a refrigerator door which their delivery people dropped and dented. When I called to report other problems they gave me the run around until now. They say my guarantee has expired. So now I have a broken igniter on my stove. The front panel has also popped off my stove. My dishwasher does not drain. The manufacturer wants pictures faxed to them which I am unable to do. Also, I have been waiting so long for any returned phone call, the warranty has expired. The last person I talked to said they did not care if I contacted the Revdex.com. I have left many messages for the owner with promises for return calls over the years. They just hope I will give up.Desired Settlement: Repairs or help with the manufacturer.

Business

Response:

we have tried many times to help Mrs. [redacted]. We printed materials for her that she never picked up at our store.

Review: On May 12th, 2013 I was in search of a dresser for my nursery. Mundels was advertising a big sale so I decided to go check it out. When I arrived I was promply, of course, assisted by a salesman named [redacted]. When I saw the dresser I was interested in he checked for my color I was interested in. They did not have it. He stated that he could order one for me. I was hesitant and was going to look elsewhere. He stated that it would only take 2 weeks. Me and my fiance discussed it and we decided to go ahead and have him order it. When he took us to the front desk he started to fill out the paper work. I asked, do we pay before we get the dresser?, and he stated yes. Before I handed him my $180 cash I noticed a no refund policy on the wall. I then was hesitant to hand him my money in case the order came in wrong or damaged etc. I then asked [redacted] if the policy applied to special orders because if so we were no longer interested. He stated that the policy only applied to us if we bought something from the showroom floor. We paid. So now its been five weeks. No dresser. Everytime we call there is always an excuse and we are told that maybe next week. There have been three occasions where someone was supposed to return our calls with more information (including Mr. Mundel himself)and no one ever calls. The day I spoke with Mr Mundel I explained to him my situation and he along with everyone else there show no empathy. He stated that I was informed with the wrong information by the salesman and that he shouldn't of done this or said this and that. I just want my money back or at least an offer to fix the problem and treat me the way I was treated the day I came in when their hands were out wanting my money. Now today when I called (June 16, 2013) they stated that they cant even find my paper work this time. What do I do? I just want a dresser. Or my money.Desired Settlement: I would either like a full refund or something of equal value in place of what I ordered.

Business

Response:

I apologize for the mis understanding. Our company policy has always been special orders are non cancellable non refundable. Our sales contracts that the consumer signs clearly state that.

The dresser was back ordered from the factory, and again I apologize for that.

I just spoke to [redacted], the dresser has shipped and is scheduled to be delivered to our warehouse tomorrow, Wednesday 6-18. We will contact her after we receive the paper work from our warehouse.

The complaint will be resolved tomorrow or thursday at the latest.

Review: I bought and paid for a furniture set on October 5, 2013. I was told delivery would be 4 to 6 weeks and I have still not received it, which this week is now 5 months. I was told I could not get my money back but they could give me in store credit. Why would I want in store credit when I can't receive the items that I purchased?Desired Settlement: I want my furniture either delivered or my money back.

Business

Response:

due to the bad weather this winter the factory fell way behind. they were closed for over 7 days and this really messed up their production. we should be receiving the shipment shortly and making the delivery. I do apologize for the delay, but we can not be held responsible for factory delays.

Review: I purchased a dresser in Feb, it was delivered damaged. My husband noted on the receipt that it was damaged as the delivery crew refused to take it back. I contacted the office and received a return phone call from [redacted] that a new dresser would be ordered and to continue use of the damaged dresser until the new one arrived. I called the office in March to find out where the new dresser was and was informed by [redacted] that it was discontinued and a replacement from another company was ordered. I asked for an estimated delivery date and he refused to provide one. I contacted the office again in April and was told that [redacted] was not available but would return my call with the updated information. I received no call back. I called the office again today and was told that no one can assist me at this time, I will need to call back again. Three months have now passed and I do not have the product I was promised and the company refuses to refund my money or provide me with another product. I am beyond frustrated at the deplorable service provided by this company. I want a refund or a new dresser immediately.Desired Settlement: Refund or replacement of product with an equal or higher value.

Business

Response:

I just spoke to Ms. [redacted] and we resolved the problem. The company who manufactured the dresser went out of business and we had to order the product from a new company. It took us several weeks/months to find a new supplier.

Review: I purchased a living room set (sofa and loveseat) on 7/2/13. Sales person and manager told me delivery would be in 6 weeks unless it came in sooner. The sales person then emphasized there are NO REFUNDS/CANCELLATIONS/EXCHANGES/RETURNS. I said what if my furniture does not come in and he said that wont happen. At 6 weeks (8/16/13)no furniture so I went to the store and sales person told me that Ashley was taking 8 weeks. OK I could wait 2 more weeks. At 8 weeks no furniture and I went to the store again and was told there was a shipment coming in the following week. OK I could wait another week. At 10 weeks I called the store and was told by whoever answered the phone that the owner was out of town and that they would have him call me in 3 days. In 3 days I did receive a voice mail from the owner stating that he would contact Ashley, get a delivery date for me, and call me back. At 12 weeks and after no call back I went to the store again and was told the love seat was in but not the sofa and that they would deliver the love seat which I have since received. On 10/11/13 I went to the store and was told that a large shipment was coming in 10/16/13 but they did not have the manifest to verify that my sofa was included. I was told by the office worker to call 10/15/13 and they could confirm the shipment. 10/15/13 I went to the store and was told that my sofa is not in this shipment. The office worker called the other store who confirmed they had not received my sofa either. The office worker stated that she spoke to Mr Mundel who said he would look into it and call me back. Been down this road before!!! I would never have purchased this furniture if I was told upfront that it takes this long. There were 2 ladies in the store at the same time as me who also have waited 3 months with nothing to show for their purchase. I have since spoken to many friends and family who have similar horror stories of delivery taking forever or not at all. I should have done more research and not dealt with this store.Desired Settlement: I would prefer my money back but I know that wont happen. Give me a loaner/floor model until the sofa I bought and paid for comes in. At least I would have somewhere for people to sit!!!

Business

Response:

I do apologize for the delay. The fabric the Colinet's selected was in stock and became a very good seller for Ashley and they ran out of it. When factories run out of a product especially a fabric it does take very long for it to come in again. I sincerely apologize for the delay.

I have checked with the manufacturer twice a week and still do not have an exact ship date.

We will be glad to send out a loaner sofa until the one ordered comes in.

They do have the loveseat they ordered

Thank You

Consumer

Response:

[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.]

I have reviewed the response made by the business in reference to complaint ID[redacted], and find that this resolution is satisfactory to me. I received a LOANER SOFA today and await the delivery of my actual purchase of which there still is no delivery date known.

Review: I ordered furniture 11-26-2013; the following items: Lane [redacted] Power Motion Sofa and Lane Power Love Seat 32749 Fabric B4640-21 No Console. Sales Person [redacted] Sales number [redacted]. I put a cash deposit of $1100, the total purchase price was $2332. I was promised the furniture would be delivered in 6 weeks. It is now 6 months later and I still have NO furniture. I have wrote letters, made numerous calls and visits, and I still have NO furniture. I was told all sales are final, so they refuse to refund my money. How can you tell me a sale is final, if I never received my furniture? The owner [redacted]l agreed to give us the furniture for the down payment that we made. But the point of the matter is he is taking advantage of a senior citizen and stealing my money and not delivering the furniture. We have even called Lane the manufacturer and have gotten NO results.Desired Settlement: I am sick of waiting and tired of the lies. I don't want to do business with them. I want a refund of my deposit.

Business

Response:

I apologize for the delay. Lane the manufacture went bankrupt and was closed for several weeks. Since they re-opened they have been very slow.

Review: I ordered furniture off of this company in July of 2013 and still have not received all of my items! I have already paid in full for the items (a dresser and a trundle). Every time I call I get a new excuse. From talking to others around town I hear this is a pretty common occurrence for this company and believe that they need to be reprimanded!Desired Settlement: All I want is the rest of my furniture and maybe a discount for all of my troubles. I bought my son a bedroom suite. I want it to all match! We are building a new house and I want his room to look nice and not have missed matched furniture.

Business

Response:

Mr and Mrs. [redacted] came to see me yesterday and we discussed this and resolved the problem as far as we could. The furniture should be in within a few weeks and we are hopeful that will resolve the problem.

Review: On February 3, 2014, I agreed to purchase a full bedroom set and two king size gel-infused mattresses. I put down a $2,500 deposit on a total bill of $6,031.40. At that time, the salesperson, [redacted], assured my wife and I that delivery would be within 7-10 days. After exactly 2 full weeks passed, I called the business to check on my order. The woman who I initially spoke to, responded in a very rude manner that all orders took at least 4-6 weeks to complete, and couldn't account for why we had been informed otherwise. When [redacted] called back and spoke to my wife, she gave several excuses, ranging from the bad weather in Tennessee to delays in manufacturing! Today is March 13, and the company has not even shown the courtesy to call with an update on the furniture. This demonstrates a lack of professionalism, and poor service after making a sale. We could have taken our business elsewhere, and had it in our home in a much shorter time. We'll most assuredly pass this information onto as many family members and friends as possible. We will also be able to enlighten a wide range of local residents to this misleading practice due to the nature of our current professions. I certainly would strongly urge people to avoid doing business with this company.Desired Settlement: Deliver the furniture, and provide us with either an additional discount or some other form of atonement for the extreme delay.

Business

Response:

I am very sorry to hear about this complaint. I have signed delivery receipts dated March 17, 2014 for all the merchandise delivered to the [redacted]'s home.

Review: I PURCHESED A MATTRESS ON 06-30-2014 , I WAS TOLD,DELIVERY WOULD BE IN A WEEK OR SO. TODAY IS 08-05-2014 ! [redacted], WILL NOT ANSWER THE PHONE OR RETURN MY CALLS! I NO LONGER WANT THE MATTRESS, I WANT MY MONEY BACK.Desired Settlement: FULL REFUND

Business

Response:

I apologize for the delay in Mr. [redacted] receiving his mattress.