Initial Business Response /* (1000, 8, 2015/05/18) */
Hi Ms. [redacted],
I think it was a misunderstanding between us and customers. Customers knew that the sofa and love seat were no longer under manufacture warranty and we agreed that customers will drop off the sofa and love seat to our store and...
we will try the best we can to repair the problem at our warehouse. Please email me at [redacted]@yahoo.com or call me at my cell (XXX) XXX-XXXX if any questions.
Thank you
[redacted]
Initial Consumer Rebuttal /* (3000, 10, 2015/05/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Called [redacted] later on that day as to why he won't send a driver over to the house & simply look at the crappy couch, he's like "no point to send driver out, and he'll have to assess the defect", so he'll charge money for coming out, and it's simply a waste of time. When asked why I can't just deliver to the closest location to where I live, he said "they're not same owners", but they advertise they're all brothers from the same family with locations across the Bay Area; hence, the company name. I advised him now I have to be the one to waste more time & money to rent a truck big enough to bring the sofa & loveseat over to either [redacted] locations (SSF or [redacted] City), as he suggested. He told me to call him before I arrive; otherwise, he has no drivers on-hand to take defective sofa & loveseat to the warehouse, especially on Memorial Day weekend. Extremely frustrating for an already unfortunate situation.
Final Business Response /* (4000, 17, 2015/08/10) */
Hi [redacted],
Thanks for returning my message. As I mentioned before, the Living Room set was no longer under warranty. However, we offered customers to try to repair at our warehouse with no cost. Customers did not want to pay for transportation service that's why they have to bring to us. I asked them to contact me because I'm the one who take care their problem. They wanted to bring to me on Saturday and I told them I'm not working in So. San Francisco store on that day and they have to bring to [redacted] city store for that day.
In conclusion, I don't mind to help customers; however, when they talked with me on the phone was completely difference story when they wrote on the Complaint letter. They were completely lying about the story. We decided not to take care the problem anymore because the living room set were not under manufacture warranty. We would like Revdex.com close the case.
Thanks
[redacted]
Brothers' Furniture
Final Consumer Response /* (4200, 19, 2015/08/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Now, they're calling customers liars when they won't fix defective furniture, stupid warranty or not, they're using the warranty as an excuse, but we all know there are exceptions to the rule & nobody should suffer with defective furniture. When they said they would take a look at it, but wants customer to haul furniture out to them not paying for mileage and reimbursement & now they changed their minds. Who's lying now? I'm not playing the he said, she said game, we're all grown-ups here. Customers are always right, and no company in any kind of business should EVER inconvenience their customers & demand they bring defective parts to their said stores outside XX-XXX mile radius, are they paying for mileage or reimbursement? Word will get out they're bad business owners and dupe their customers working with manufacturers who make lousy poor quality stuff that falls apart in exactly 1 year, how convenient, in exactly 365 days things fall apart, so they can use the warranty excuse. Furniture should last a lifetime, but 365 days maybe sooner is ridiculous, and they don't even own up to their wrongdoings is completely out of character. It's about integrity - BROTHERS Furniture has no integrity! It's bad practice if they're in the business of quality furniture. Defamation & slander are serious allegations, so I will see them in COURT for calling customers liars. I wish nobody ever has to go through an ordeal I went through, poor quality furniture and bad business practices. They're cheap, didn't want to pay for transportation while making customers' lives harder putting more hardships on them to transport such huge furniture out to South Bay when the pieces are broken, making them run around like taxi with huge couch & loveseat ([redacted] City, SSF) who does that? Who even has time for that and the owner won't even be at the appropriate stores to meet me! Extremely unhappy customer, will take this to next level, as defamation is serious & harmful. They never apologized & called back, but I'm the reaching out, and nothing gets returned until I go the Revdex.com route. I will make sure no customer will have to suffer from this, time is money, and to go through is unfortunate, but they're not honest with furniture making and needs to be stopped for making unethical furniture manufacturing.
Initial Business Response /* (1000, 5, 2015/06/13) */
Contact Name and Title: [redacted]/ owner
Contact Phone: XXXXXXXXXX
Contact Email: [redacted]@yahoo.com
On May/20/2015, Mr. [redacted] and his wife came to our store to purchase the Sofa bed. The style is called Malibu. Most of our Sofa sets on...
the floor are made in the U.S.A so customers can choose difference fabrics color and prices can be same or higher depend on the grade of the fabrics. After spending more than 30' to look on the fabric swatches, they could not find the right color to match there curtains which they brought to compare the color. While they were walking around the showroom and they saw the fabric color on the Sofa is named Miaimi. They decided to order that fabric color for the Malibu Style. To be sure, when we wrote the order we decided to write " The Sofa Bed in Malibu Style with color of Miaimi Style(Please see attachments for copy of the invoice and the pictures of the Malibu Style and Miaimi Style). On May/30/2015, Mr. [redacted] and his wife came to the store and blamed us made the wrong order. After proved them all the order was not wrong, the Miaimi Sofa is still on the floor with the same color that they asked to order. They said that we took out the Miaimi Sofa which the color they wanted and put on the floor difference color. They yelled in our store when we had another customers. In conclusion, we think that we did not anything wrong. We ordered exactly what we wrote on the Invoice. We have no problem to provide our original invoice to prove that the Miaimi Sofa is always the same color since we have on the floor(please see attachment for the invoice that we ordered for our floor). Thanks.
Initial Consumer Rebuttal /* (3000, 7, 2015/06/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
No we do not accept this reponse because we fully paid it in cash and they are the ones that made the mistake and we would like our money back. Also the couch hasnt been use at all. We will be waiting for their response
Initial Business Response /* (1000, 8, 2015/05/18) */
Hi Ms. [redacted],
I think it was a misunderstanding between us and customers. Customers knew that the sofa and love seat were no longer under manufacture warranty and we agreed that customers will drop off the sofa and love seat to our store and...
we will try the best we can to repair the problem at our warehouse. Please email me at [redacted]@yahoo.com or call me at my cell (XXX) XXX-XXXX if any questions.
Thank you
[redacted]
Initial Consumer Rebuttal /* (3000, 10, 2015/05/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Called [redacted] later on that day as to why he won't send a driver over to the house & simply look at the crappy couch, he's like "no point to send driver out, and he'll have to assess the defect", so he'll charge money for coming out, and it's simply a waste of time. When asked why I can't just deliver to the closest location to where I live, he said "they're not same owners", but they advertise they're all brothers from the same family with locations across the Bay Area; hence, the company name. I advised him now I have to be the one to waste more time & money to rent a truck big enough to bring the sofa & loveseat over to either [redacted] locations (SSF or [redacted] City), as he suggested. He told me to call him before I arrive; otherwise, he has no drivers on-hand to take defective sofa & loveseat to the warehouse, especially on Memorial Day weekend. Extremely frustrating for an already unfortunate situation.
Final Business Response /* (4000, 17, 2015/08/10) */
Hi [redacted],
Thanks for returning my message. As I mentioned before, the Living Room set was no longer under warranty. However, we offered customers to try to repair at our warehouse with no cost. Customers did not want to pay for transportation service that's why they have to bring to us. I asked them to contact me because I'm the one who take care their problem. They wanted to bring to me on Saturday and I told them I'm not working in So. San Francisco store on that day and they have to bring to [redacted] city store for that day.
In conclusion, I don't mind to help customers; however, when they talked with me on the phone was completely difference story when they wrote on the Complaint letter. They were completely lying about the story. We decided not to take care the problem anymore because the living room set were not under manufacture warranty. We would like Revdex.com close the case.
Thanks
[redacted]
Brothers' Furniture
Final Consumer Response /* (4200, 19, 2015/08/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Now, they're calling customers liars when they won't fix defective furniture, stupid warranty or not, they're using the warranty as an excuse, but we all know there are exceptions to the rule & nobody should suffer with defective furniture. When they said they would take a look at it, but wants customer to haul furniture out to them not paying for mileage and reimbursement & now they changed their minds. Who's lying now? I'm not playing the he said, she said game, we're all grown-ups here. Customers are always right, and no company in any kind of business should EVER inconvenience their customers & demand they bring defective parts to their said stores outside XX-XXX mile radius, are they paying for mileage or reimbursement? Word will get out they're bad business owners and dupe their customers working with manufacturers who make lousy poor quality stuff that falls apart in exactly 1 year, how convenient, in exactly 365 days things fall apart, so they can use the warranty excuse. Furniture should last a lifetime, but 365 days maybe sooner is ridiculous, and they don't even own up to their wrongdoings is completely out of character. It's about integrity - BROTHERS Furniture has no integrity! It's bad practice if they're in the business of quality furniture. Defamation & slander are serious allegations, so I will see them in COURT for calling customers liars. I wish nobody ever has to go through an ordeal I went through, poor quality furniture and bad business practices. They're cheap, didn't want to pay for transportation while making customers' lives harder putting more hardships on them to transport such huge furniture out to South Bay when the pieces are broken, making them run around like taxi with huge couch & loveseat ([redacted] City, SSF) who does that? Who even has time for that and the owner won't even be at the appropriate stores to meet me! Extremely unhappy customer, will take this to next level, as defamation is serious & harmful. They never apologized & called back, but I'm the reaching out, and nothing gets returned until I go the Revdex.com route. I will make sure no customer will have to suffer from this, time is money, and to go through is unfortunate, but they're not honest with furniture making and needs to be stopped for making unethical furniture manufacturing.
Initial Business Response /* (1000, 5, 2015/06/13) */
Contact Name and Title: [redacted]/ owner
Contact Phone: XXXXXXXXXX
Contact Email: [redacted]@yahoo.com
On May/20/2015, Mr. [redacted] and his wife came to our store to purchase the Sofa bed. The style is called Malibu. Most of our Sofa sets on...
the floor are made in the U.S.A so customers can choose difference fabrics color and prices can be same or higher depend on the grade of the fabrics. After spending more than 30' to look on the fabric swatches, they could not find the right color to match there curtains which they brought to compare the color. While they were walking around the showroom and they saw the fabric color on the Sofa is named Miaimi. They decided to order that fabric color for the Malibu Style. To be sure, when we wrote the order we decided to write " The Sofa Bed in Malibu Style with color of Miaimi Style(Please see attachments for copy of the invoice and the pictures of the Malibu Style and Miaimi Style). On May/30/2015, Mr. [redacted] and his wife came to the store and blamed us made the wrong order. After proved them all the order was not wrong, the Miaimi Sofa is still on the floor with the same color that they asked to order. They said that we took out the Miaimi Sofa which the color they wanted and put on the floor difference color. They yelled in our store when we had another customers. In conclusion, we think that we did not anything wrong. We ordered exactly what we wrote on the Invoice. We have no problem to provide our original invoice to prove that the Miaimi Sofa is always the same color since we have on the floor(please see attachment for the invoice that we ordered for our floor). Thanks.
Initial Consumer Rebuttal /* (3000, 7, 2015/06/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
No we do not accept this reponse because we fully paid it in cash and they are the ones that made the mistake and we would like our money back. Also the couch hasnt been use at all. We will be waiting for their response