Broadway Furniture, Inc

Mr*** ordered his Sofa January 31, 2016, and when delivery was attempted, Mr*** refused delivery because the sofa was supposed to have power controlsWe ordered the sofa from the manufacturer again, with the power components in March, and we delivered the sofa on Wednesday June 22,
Mr*** accepted delivery of the sofa and paid his balance on the orderI believe the issue to be resolved to the customer's satisfaction

Revdex.com Complaint [redacted]December 8, 2015Dear:  Resolution ConsultantI will discuss each item one at a time regarding the furniture delivery on 11/17/15.  The first item of concern was the sofa leg which cracked and was reported on 11/22/15.  Occasionally legs are shipped from the...

manufacture and a crack develops.  On 11/24/15 all the sofa legs were replaced as a precaution not just the cracked leg.The second item of concern was the mattress also reported on 11/17/15.  She felt it had a musty smell.  It was examined by several store employees who could detect nothing wrong on very close inspection but it was decided to have a new replacement mattress made by the manufacturer (Sealy).  That order was submitted to Sealy on 11/21/15 and they acknowledged the order for a special replacement on 11/24/15.  This new mattress has been built by Sealy in Lacey, WA, and will be delivered as soon as it is received (At this time Sealy has it scheduled for Tuesday 12/15).  We felt she would be happier to have a mattress built with all fresh new materials rather than a stock mattress from their warehouse.  The estimated date for receiving the new mattress is December 15, 2015.             .  In regards to the dining set it is the store policy stamped in red on each order that there are no cancellations or refunds given on special orders.  This is because furniture manufactures will not accept returns due to shipping expense.  Once shipped the store must keep it.  It was also noted that this order had special pricing and was a final sale.  Regardless of the official store policy and final sale written on the invoice Ken offered to issue a $500 store credit for the dining set so Ms. [redacted] could reselect something else of her choosing that she liked better.  Please find attached a copy of the invoice showing all details discussed above. Sincerely,Kenneth S[redacted]                                  �...⇄     Manager, Broadway Furniture[redacted]SUPPORTING DOCUMENTS REDACTED BY Revdex.com[redacted]

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
However, the long delay and lack of communication from the business caused me to make multiple calls and a personal visit to resolve this issue.
Sincerely, [redacted]

Complaint: [redacted]I am rejecting this response because:
Regardless of “store policy” defective merchandise delivered to a retailer should be business between the retailer and manufacture.  I did not agree to allow Broadway Furniture to repair and reorder these items over a 5 month time period until they got it right.
On August 16th I visited Broadway Furniture and selected three pieces of furniture based on floor models and out of a catalog.  I expected the furniture to be delivered in 3 – 6 weeks as promised but it was delivered 11 weeks later (defective).  Several attempts to call and get an ETA were not returned.
I, in good faith, paid for three pieces of first quality furniture and all three pieces were delivered scratched, broken and defective.    
I requested a refund and was denied.  I did not agree to allow Broadway Furniture to repair and reorder these items over a 5 month time period until they got it right.
Regardless of “store policy” defective merchandise delivered to a retailer should be business between the retailer and manufacture.  Instead this situation is somehow my (the customer) issue to resolve and apparently accept.
I reject Broadway Furniture’s response.
I have filed a small claims lawsuit.  The business will be served.
At this point I will leave it to a Judge or Arbitrator appointed by Washington County for resolution. 
Sincerely,[redacted]

[redacted] Order Timeline and Dispute Response8/16       Order placed by customer8/18       Orders faxed to manufactures8/25       AGA received, Dining Set10/28     [redacted] received, Sofa11/3       All furniture was delivered to customer11/17     Ms. [redacted] came into store to discuss dining set and the mattress.11/21     Dining set picked up and returned with customer given a store credit of $500.  A new mattress made with new materials was ordered from Sealy at this time because Ms. [redacted] complained of a musty smell.      11/22     Customer noticed crack in sofa leg and came into store.11/24     Sofa leg replaced.  Each leg is held in place with two recessed screws.  A power drill with a long screwdriver bit is used to remove the recessed screws and replace the new leg.  NO additional drilling was done on the sofa and the leg was not broken off, it was unscrewed and taken off.  The three additional legs brought out were not used because the remaining legs were in good shape.12/15     New Sealy Mattress arrived from factory.12/17     Attempted to deliver new Sealy mattress made especially for MS. [redacted] and she refused it.At this point the sofa and the legs have no flaws and are in Ms. [redacted]’s home, we have a new Sealy mattress specially ordered and built with new materials for Ms. [redacted] that she has refused to accept, and she has a store credit to order or pick out a new dining set of her choice.  The terms and conditions of special orders are clearly stated in red on the invoice she signed and received as well as written on the order “special sales final.”  Even though it is clearly stated no returns on special orders we do our best to work with customers on resolving issues.  That is why the credit for the dining set was issued.  The new mattress was made with all new materials, not just pulled from a warehouse by the manufacture to meet her concerns for a musty smell. We will be happy to help Ms. [redacted] choose a new dining set and deliver the mattress she refuses without even seeing.  We stand behind special order items and assure they are of first quality but do not allow cancellations as special orders are non-returnable to the manufacture.  We have also responded to her credit card company.Sincerely,Ken S[redacted]Manager,  Broadway Furniture