Bowling Green Home Furnishings

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below [Provide details of why you are not satisfied with this resolutionPlease respond here ONLY] I just put in a phone call to discussThank you Regards, [redacted]

Revdex.com/ [redacted] ,When I spoke to [redacted] on Wednesday, July 19th, I did offer to speak with the manager and Universal Furnitureand get back to her on Friday morning She informed me she was going to call the Revdex.com at am Thursday morning.Since she was not willing to wait for me to make these communications and I had an email from the Revdex.com by am the following day,we felt it appropriate for all our further communications to go through the Revdex.com.As far as I can recall, I never told Ms [redacted] she could not return the dresser, I just let her know we could not come pick up all the furnitureand give her a full refund as desired She was and still is welcome to return the dresser with the 20% restock fee It is beyond the terms of our fiveday return policy, but since we have not yet been able to get all the merchandise to her in perfect condition, we would still allow her to return it.The replacement nightstands are on the way Universal Furniture assured me they would open and inspect the pieces before shipping this time.Ms [redacted] is welcome to wait for these replacements or return the black nightstands The dresser is from the same manufacturer but a differentstyle and color, so if she does not wish to keep the nightstands she has the option to coordinate something different to it.We have left the original nightstands at their home for use until we can get this corrected I am not sure what else the store could do to be more accommodating,other than checking the nightstand more thoroughly before delivery, which was human error on our delivery staff, and we will not make this mistake again.My goal would be to deliver all her furniture to her in good condition and that the family would get years of use and enjoyment from it[redacted] ***Bowling Green Home Furnishings/Betty & Tom's Country CharmPhone: ###-###-#### Fax: ###-###-####

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below When I spoke to the assistant manager prior to filing this complaint, she informed me that undamaged replacements may never arrive, or it could take 6+ monthsIt is unacceptable to force the customer to have damaged items in their home indefinitelyI am requesting a full refund on the two nightstands as well as the dresser, as there is no purpose in having the dresser if we do not have these two coordinating nightstandsWhen I first spoke to the assistant manager about this problem, she informed me I would have to pay a 20% restocking fee for the dresser, however she is now denying a returnIt is completely unacceptable to force us to keep the dresser when we ONLY purchased it to coordinate with the nightstandsWhen we purchased these items, we chose to finance themUpon completing the paperwork, the assistant manager also informed us the payments would not begin until we received our itemsAlmost days have passed, and we have not received the correct, undamaged items that we are purchased, however our payments have begunThe assistant manager also informed me that the store manager would contact me via phone when we spoke on 7/19/17, and I have not received a callAs stated above, we would like to return ALL items purchase for a 100% refund, as we have not received what was promised Regards, [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
As stated in my previous message, this does not resolve my complaintWhen I last spoke to *** on the phone on 7/19, she informed me that the tables may never arrive undamaged or it could take 6+ monthsBefore the second set of replacements were sent, she also told me that they would be inspected by the manufacturer to ensure there were not any defects, however they arrived damaged once againOn 7/19, I was also told by the assistant manager that she "could not take back a perfectly good dresser." It is unacceptable to pay a restocking fee to due to this company's negligence, dishonesty and inability to provide quality productsIt is also very alarming that I still have not heard from the store managerThe assistant manager also processed this sale for us, and possibly received commission for this sale. This instance would be comparable to purchasing a pair of shoes and being forced to keep one of the shoes by the retailer even though the other one is damaged and having no guarantee that there will be a proper replacement in the near futureAs stated previously, we only purchased the dresser to coordinate with these nightstands, and we still do not have undamaged nightstands or a guarantee that we will receive them undamaged in a timely manner. I am requesting a full return and refund of all items purchased
Regards,
*** ***

---------- Forwarded message ---------- From: Bowling Green Home Furnishings Country Charm Date: Fri, Jan 13, at 1:PM Subject: Fw: Smith Brothers Chair fabric issue To Whom it may concern, For your records below is our correspondence with *** *** on
Complaint ID: ***I apologize, I thought I cc'd the Revdex.com on the original email to the customerPlease let me know if you require any more info on your sideI feel confident we will be able to take care of this issue for our customerThank you, *** *** Asst Store Manager Bowling Green Home Furnishings/ Betty & Tom's Country Charm Phone: ###-###-#### Fax: ###-###-#### From: Bowling Green Home Furnishings Country Charm Sent: Friday, January 13, 12:PM To: *** and *** *** Subject: Re: Smith Brothers Chair fabric issue I apologize for not catching this email soonerIt is fine if you want to bring the chair in todaySmith Brothers is coming to our store next Wednesday so if we have it by then I can return it for repair on that truckPlease let me know if you need us to come and pithe chair for you*** *** Bowling Green Home Furnishings/ Betty & Tom's Country Charm Phone: ###-###-#### Fax: ###-###-#### From: Joe and *** *** ***3@t***> Sent: Tuesday, January 10, 5:AM To: Bowling Green Home Furnishings Country Charm Subject: Re: Smith Brothers Chair fabric issue Thank you so much for getting back to me. I think I will take you up on bringing the chair in. It’s a lovely chair, but very disappointed in the fabric. I hope you’re right and it can be repaired and not have any further problemsIs it alright if I bring the chair in on Friday? Sincerely, *** *** *** On Jan 5, 2017, at 10:AM, Bowling Green Home Furnishings Country Charm wrote: Mrs***, We received a complaint through the Revdex.com on the Smith Brothers chair and ottoman you purchased this summerI sincerely want to apologize that you are having to deal with this issue. Smith Brothers is a great quality company, but unfortunately even with the best vendors sometimes we have fabric or service issuesI will let Smith Brothers know that you have filed this complaint as well. We strive to maintain great customer service and take care of all issues. Unfortunately since we are not the manufacturer of the furniture ourselves, we have to submit claims to the manufacturer and deal with it as their warranty allowsIn this case it seems that you sent in pictures of the fabric pilling on December 19th and our new parts and service associate, *** sent them in to Smith Brothers on the same day. On Tuesday the 20th, the factory responded that they have had your fabric in their line since and had no reported quality issues. They did send us a letter explaining pilling and how to take care of it with shaving. I apologize if this was not all communicated to you as effectively as possible. I am attaching a copy of this letter from the factory for your review. The fabric you purchased is approved by Smith Brothers for application on reclining furniture, this means that it passed a vigorous rub count test and should be an extremely durable fabric. I personally hate it when a fabric pills but unfortunately sometimes they do. Usually one good shaving will remove all the initial pills and the customer will never have another issue with it. And as weird as it seems, it does not lessen the integrity of the fabricI would be happy to shave the fabric here as a service or send the entire chair and ottoman back for Smith Brothers to examine in person and see if they think there is a more serious issue. If they do not think the issue will be reoccurring they will professionally shave the fabric and return it at no chargeIt is rare we have a fabric issue with Smith Brothers but I did have to send someone's sofa back this year that was pilling terribly and after one shave it has held up beautifully and it has been over months since it was returned to themI would be happy to loan you a chair to use, while we send the chair back to the factory for service, if this is satisfactory to youPlease let me know how you would like to proceed. We definitely want you to be happy with your chair and ottoman for years to come! *** *** Assistant Store Manager Bowling Green Home Furnishings/ Betty & Tom's Country Charm Phone: ###-###-#### Fax: ###-###-####

It is our goal as a store to sell quality made furniture at the best prices possible and to deliver them in a timely and efficient manner.Mrs*** purchased Universal Furniture through our store We do a huge volume with Universal and do not usually encounter these type of
recurring quality issues We will persevere with this issue until we get perfect nightstands for the customer We did offer to return the nightstands for the customer with a full refund or let them come in and choose the best two nightstands out of what we have received and keep those for 50% off.These options were offered only as an accommodation Universal has already agreed to replace the nightstands once again and their service department is having them opened and inspected before they ship to us I do not know why they did not inspect the previous replacements The product is made overseas and the quality control and inspections are performed there I didrequest they inspect the last set of replacement nightstands in North Carolina before they shipped them to us, but apparently this was not done We inspected them here at the store, and when I did not think they were perfect, I called Mrs*** to see how she would like to proceed.I will call the customer as soon as the replacements come in again This process should not take more than - weeks.This is a very unfortunate situation and I regret that it has taken this long to get this product right for our customer.Please let me know if I can be of further assistance in this matter.Thank you,***Bowling Green Home Furnishings/Betty & Tom's Country CharmPhone: 270-780- Fax: 270-780-

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[Provide details of why you are not satisfied with this resolution. Please respond here ONLY]
I just put in a phone call to discuss. Thank you
Regards,
[redacted]

Revdex.com/ [redacted],When I spoke to [redacted] on Wednesday, July 19th, I did offer to speak with the manager and Universal Furnitureand get back to her on Friday morning.  She informed me she was going to call the Revdex.com at 8 am Thursday morning.Since she was not willing to wait for me to make these communications and I had an email from the Revdex.com by 9 am the following day,we felt it appropriate for all our further communications to go through the Revdex.com.As far as I can recall, I never told Ms. [redacted] she could not return the dresser, I just let her know we could not come pick up all the furnitureand give her a full refund as desired.  She was and still is welcome to return the dresser with the 20% restock fee.  It is beyond the terms of our fiveday return policy, but since we have not yet been able to get all the merchandise to her in perfect condition, we would still allow her to return it.The replacement nightstands are on the way.  Universal Furniture assured me they would open and inspect the pieces before shipping this time.Ms. [redacted] is welcome to wait for these replacements or return the black nightstands.  The dresser is from the same manufacturer but a differentstyle and color, so if she does not wish to keep the nightstands she has the option to coordinate something different to it.We have left the original nightstands at their home for use until we can get this corrected.  I am not sure what else the store could do to be more accommodating,other than checking the nightstand more thoroughly before delivery, which was human error on our delivery staff, and we will not make this mistake again.My goal would be to deliver all her furniture to her in good condition and that the family would get years of use and enjoyment from it.[redacted]Bowling Green Home Furnishings/Betty & Tom's Country CharmPhone: ###-###-####  Fax: ###-###-####

[redacted],The Revdex.com called earlier in the week and left a message for me that you had filed a complaint, so I was wanting to see what the paperwork said before I responded.  I have gotten your complaint in writing now.On the issue of the Lamp and the Art Work, much of these...

type of pieces we get in are bought in bulk at market and we do not keep them in our inventory system.  We log them in and out of the store (like a library book) when they are taken out on approval.  There are several items in our log that you returned.  These are items that were kept at the time and you were givenan invoice for them April 24, 2015.  Your sales person, [redacted], said she would have to see pictures of your home to identify all the accessories. It has been too long for her to do from memory.I apologize that there was confusion over the financing.  It was not effectively communicated to our office manager that you wanted everything you purchased added to 12 months interest free financing.  On April 10, 2015 you signed a contract for $8000.16 to finance all the furniture and items that had been delivered to your home.  This covered your invoices from 2/8/15, 2/10/15, 2/19/15 and 3/30/15.After this contract was signed you took items out of the store on approval.  Invoices were made for the items that were kept on 4/18/15 and 4/24/15 and you were given copies of these.  Our office manager assumed you were coming in the store to pay for these items.In November 2015, when we did our year end audit we found that these invoices remained open.  We sent a friendly reminder along with copies of the invoices to let you know you had an open balance at the store.I spoke to you a couple of times on the phone in November, and I know you spoke with your salesperson [redacted] as well. You have told me recently that you asked [redacted] for an itemized copy of what was financed and did not receive it.After the collections letter was sent out, it was put in a file and I noted that I mailed you a copy of every invoice on January 11, 2016. I noted in the file that I called to follow-up and left you a message on March 9, 2017. These items were mailed to the address we delivered to, which you still reside at, and I called the same phone number you currently have.I agree we should have followed up or turned this over to a collections agency.  But you were notified and we tried to deal with this as openly and honestly as possible.  When you called back in March, as soon as we looked your account up we noticed the open balance.  I sent the itemized statement you requested on March 29, 2017, and was hoping this would help to clear up the situation.I have apologized for the inconvenience, and we were not trying to be deceitful.  You should have purchase records of every one of these items and of  exactly how much you have paid.  This balance remains open and we would appreciate payment in full.Balance Due $1529.58Thank you,[redacted] [redacted],Per our lengthy conversation earlier, I am attaching pictures of the items that are not paid for so that they can be picked up,since you are refusing to pay for them.Jeffan OR-HG507 hourglass end table (this item is discontinued and no longer pictured on their site but I attached an old picture of the item/or similar)Coast to Coast 43329 Accent Table (round metal end table)Miscellaneous End Table (was discontinued at time of purchase - I do not have a picture)Classic Home 53001731 Toronto Stool (small end table - wood and metal)Crestview CVTOP ArtCoast to Coast 63146  - 3 drawer chestLamp $39 (no picture)Art $320 (no picture - this was 2 pieces that were $160 each, if that jogs your memory)Let me know if you have any questions or when the items are ready for pick-up.Normally, our return policy is limited to 5 days after purchase, but we are waiving that due to the extenuating circumstances.Thank you,[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
When I spoke to the assistant manager prior to filing this complaint, she informed me that undamaged replacements may never arrive, or it could take 6+ months. It is unacceptable to force the customer to have damaged items in their home indefinitely. I am requesting a full refund on the two nightstands as well as the dresser, as there is no purpose in having the dresser if we do not have these two coordinating nightstands. When I first spoke to the assistant manager about this problem, she informed me I would have to pay a 20% restocking fee for the dresser, however she is now denying a return. It is completely unacceptable to force us to keep the dresser when we ONLY purchased it to coordinate with the nightstands. When we purchased these items, we chose to finance them. Upon completing the paperwork, the assistant manager also informed us the payments would not begin until we received our items. Almost 90 days have passed, and we have not received the correct, undamaged items that we are purchased, however our payments have begun. The assistant manager also informed me that the store manager would contact me via phone when we spoke on 7/19/17, and I have not received a call. As stated above, we would like to return ALL items purchase for a 100% refund, as we have not received what was promised. 
Regards,
[redacted]