Bill Gray and Sons Furniture

The purchase date was April 10, not May 10, as stated by customer.The customers came into the store and looked at the three colors that are available on that groupThey liked it but didn't purchase that daySeveral weeks later on April 10, they came back into the store to make a purchaseThey said they were to a few stores but liked our store better and this particular set.Customer was choosing between two colors [redacted] granite [redacted] chestnutThe [redacted] granite was shown on the floor in our storeAfter long thought by the customer they choose to special order the [redacted] chestnut color." This was darker in color "they said and "would not show coffee drips much, because I drink coffee all day", so the customer ordered it in the chestnut color.Our floor display at the time was in the granite color, but they chose the darker color insteadIt was ordered and came in as scheduled, called customer and delivered to their convenience, as promised.On delivery they didn't like the color of the furniture so they claimed it was the wrong color to hopefully get it exchangedWe checked to be sure they were getting the right color, checked their order and it was all correctinvited them back to the store to review the colors [redacted] agreed they did order the chestnut color [redacted] , but said it was too dark in the room [redacted] agreed to exchange on the terms stated, $for second delivery/exchange, so we did soThe free first delivery was made on June 2, and exchanged it the next day June 3, Pretty good serviceStore policy is 20% re-stocking fee, and no cancellations on special ordered furniture, as the customer knew and agreed.In good faith we waived the 20% restocking fee and just charged for second deliveryThe customer understood and actually offered to pay for itThank you for your time and understanding we are not going to refund the delivery chargeThe customer is satisfied they got the wanted exchange.Our family furniture and appliance business has been servicing the area since We are second generation and strive every day to provide selection, service and value.Thank you for your time and consideration.Honestly and Sincerely,Michael G

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered] Complaint: [redacted] I am rejecting this response because: Regards, [redacted] I will send pics to u, I wanted dark chocalate, not marble color, I was never told about % restocking fee, I will send u letter w pics

The purchase date was April 10, 2017 not May 10, 2017 as stated by customer.The customers came into the store and looked at the three colors that are available on that group. They liked it but didn't purchase that day. Several weeks later on April 10, 2017 they came back into the store to make a...

purchase. They said they were to a few stores but liked our store better and this particular set.Customer was choosing between two colors [redacted] granite [redacted] chestnut. The [redacted] granite was shown on the floor in our store. After long thought by the customer they choose to special order the [redacted] chestnut color." This was darker in color "they said and "would not show coffee drips much, because I drink coffee all day", so the customer ordered it in the chestnut color.Our floor display at the time was in the granite color, but they chose the darker color instead. It was ordered and came in as scheduled, called customer and delivered to their convenience, as promised.On delivery they didn't like the color of the furniture so they claimed it was the wrong color to hopefully get it exchanged. We checked to be sure they were getting the right color, checked their order and it was all correct. invited them back to the store to review the colors. [redacted] agreed they did order the chestnut color [redacted], but said it was too dark in the room. [redacted] agreed to exchange on the terms stated, $106 for second delivery/exchange, so we did so. The free first delivery was made on June 2, 2017 and exchanged it the next day June 3, 2017. Pretty good service. Store policy is 20% re-stocking fee, and no cancellations on special ordered furniture, as the customer knew and agreed.In good faith we waived the 20% restocking fee and just charged for second delivery. The customer understood and actually offered to pay for it. Thank you for your time and understanding we are not going to refund the delivery charge. The customer is satisfied they got the wanted exchange.Our family furniture and appliance business has been servicing the area since 1956. We are second generation and strive every day to provide selection, service and value.Thank you for your time and consideration.Honestly and Sincerely,Michael  G

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
 Complaint: [redacted]
I am rejecting this response because:
Regards,
[redacted]
I will send pics to u, I wanted dark chocalate, not marble color, I was never told about 20 % restocking fee, I will send u letter w pics