Bella's Furniture

Customer has been making payments at our flea market location, every time she makes a payment we will give her a receipt of the payment made and write it in the original receipt along with the date and the signature of the sales repthat took the paymentThere was payments that we she mentioned
where she didn't have a copy of receipt of payment, one payment I recognized the handwriting of one sales repand told her I would apply the payment and show her the handwriting, I talked to the sales repand he agreed that he took that $paymentHowever, there is one payment at the very bottom of her receipt that I had never seen and where I didn't recognize the handwriting, she says she doesn't know who she gave it toShe says she doesn't remember when she gave that payment but that she didn't made it upI showed her our layaway folder with the different signatures of our sales representatives and they do not look anything similar to the one she has at the bottom of her receiptI told her I couldn't apply that payment, she does not have a copy of it, she does not know who she gave it to, and she does not know when she made it, and they don't have the signature of the person who took the paymentShe said that if I didn't apply that payment she will sue meLet me know if you need my lawyer's information

On January 12th *** *** and *** *** came to our store and applied for financingThis is the 3rd time they make a purchase with us through finance, so they know exactly how our policies and warranties workOur policies are also listed on the back of their purchase receiptsShe
purchased a queen size mattress set by Sierra Sleep manufactured by ***, the mattress has a manufacturer’s warranty.*** *** complained that she could feel the springs in her mattressWe told her to send pictures, and she texted the pictures to usThe manufacturer’s warranty from *** will give her a new mattress but we have to show proof that we have destroyed the defective mattressShe mentioned she wanted to upgrade to a better mattress but said she has no cash to pay the price difference, so we couldn’t help her with thatOne of the many attempts to exchange her mattress, she agreed to just keep the new one that we had received for herAll she had to do is to bring the old one to the store and we will give her the new one*** said she didn’t have a truck to bring it, that she will pay delivery and the price for delivery was going to be $which she agreedOn April 08, we delivered her new mattress to her address in *** *** and she refused the new mattress because she said it was the same styleWe explained to her that we had agreed, she was going to get the same mattress but newShe refused the mattress, kicked out the delivery guys out of her house and refused to pay the $delivery fee.On April 30, she called and said she was going to come in to pay the $that she owed and wanted to pay a second delivery tripThen she refused again, we told her she could bring it herself and she also refusedShe started getting angry and agitated and making her hands into a fist positionThen she screamed “I’m *** pissed and I just got out of church, this is *** *** and I’m taking your as to court.”I told my employee *** to walk away so she wouldn’t get assaulted, then I told *** to please come back when she was calmed*** started making threats and screaming at the entrance of our store so everyone could hearWe are in fear of our safety and would like for her to stay away from our store, we are afraid that she’s going to make her threats realMy employee *** was very traumatized and she’s lucky to have walked away just in time before getting punched in the face by ***.I cannot give her a refund for her $mattress because she didn’t pay cash or credit card, she was financedAttached is our policies signed by *** ***.Thank you

Initial Business Response /* (1000, 8, 2015/09/13) */
*** I *** posted on craigslist that she was selling a mattress, and she mentioned she had bought it at Bella's Furniture for $and was selling it for $She explained she didn't notice the mattress was refurbished and that was the
reason she was selling the mattressSo then I told Silvia to call her so we can contact her and look up her receiptWe weren't able to find her as a buyer, but we were able to find *** *** as the buyerThe reason for me wanting to contact her was to refund her money and to pick up the merchandise because that is store policy when it comes to a refundIt clearly states it on the receiptShe wants a refund on her mattress, but she no longer has the mattressShe says she threw it away because she was scared of bed bugs, but that she threw it away she has no proof ofIf she wasn't satisfied with her purchase she should of came into the store instead of posting on craigslistIf it wasn't for us contacting her first, she would of never complaintWe never want a customer to be unsatisfied with a purchaseI can't refund
Initial Consumer Rebuttal /* (3000, 10, 2015/09/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I allowed the mattress to be in my house for one full day after realizing that it was used/refurbished because this store did not tell me what I purchasedNo where on the recepit or was I told verbally in the store it was not brand newBy the time the manager had contacted me it was thrown outI didn't even end up reselling the mattress I removed it off craigslist in fear of doing wrong to someone else even though I stated in the post it was usedAnd took it to the dumpI tried and tried with working with management, but they would never call meIf you call yourself it normally goes to a fax because they wont answerThe least you can do is recoup half of my cost for this issue and train your sales reps to educate the consumer and put it on the receipt