Canales Furniture

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 Regards, [redacted] ***

Good afternoon Mr***,I apologize for any inconvenience you have encounter throughout the process of trying to switch over/replace your mattressUnfortunately we regret the fact that we cant give you a new set of mattress as how you described it in your resolutionAn stated by you an inspector went to your house and checked/inspect the mattress and said there was nothing wrong with the mattressattached is the conversation you had with customer service via text message in which you were advice/told to have $exact because delivery guys do not carry changeAlso as is in the text messages we were willing to give you the bunkie boards for free you only had to pay for us going twiceBunkie Boards do not have any type of warrantyYet you knew we were in the best position to help you and we still are if you do not want to pay you are more than welcome to come to our warehouse in Arlington and pick the bunkie boards at no cost and you can keep the old ones as wellHere at Canales we always want to have our customers happy and satisfied but the only thing we can do if you do not want to pay is to pick it up yourselfPlease see the attachment for the whole conversation you had with Customer Service and see all we tried to do since the beginning was to help youIf you have any questions please do not hesitate to call me at [redacted] My name is [redacted] *Thank you Have a Blessed Day

Complaint: [redacted] I am rejecting this response because:My reasons are:1- we requested our mattresses to be replaced and they refused.2- our request to replace the mattresses was within the period of their warranty.3- I understand the inspector judged the mattresses are good but it is us not the inspector who sleep on them every night and we don't feel comfortable with them.4-all what they did they sent us some bunkeis (mattresses boxes) which are worse than the ones we have.Thank you Regards, [redacted] ***

Dear Mr [redacted] I am working on something trying to get your money back, please give me a few more days and see what I can come up with.I am really working hard on thisI really do not want to lose you as a customer and we always look for our customer satistaction.I will try to get this situation resolved by today or tomorrowI appreciate all the time you have given usI will get in contact with you either today or tomorrow.Thank you

Dear Mrand Mrs [redacted] I am very sorry for everything that has happenedYou know we tried our best (3) time already to exchange the defective mattress as you statedIt is something that we cannot control since we are not the ones that makes the mattressAs you stated we have exchange mattress times already even though this problem should it have been sent directly to the manufacture company not usMattress Sales Are Final and we do not exchange or give back moneySince this one was a defective product we did change it considering you were a returning customer of ours andwanted to do things easily smooth for you we exchange it at our distribution center which usually this has to be done between the manufacture and the consumerYes I know it has been three times, but if you want from us to help you we can exchange it again for you and to be this one the last timeAs you specify we were going to send you out a check for the amount of $ 1,since this is how much you purchased mattress from us being cash priceYou did financed with a financed company called [redacted] FINANCIAL and you didn't pay it within days it turned out that you had to go for the months agreement with you were going to pay $more giving you a total of $ 2,Mr [redacted] you know I just got to your situation this past Monday 9/28/when you came over to the store on Mansfield and explained to me what happenedI spoke to the corporate and we agreed to give you back the money even though our policies said that we do not give back money and we have 25% restocking fee one items have been deliveredWe tried to be nice and do the things the right way.On Tuesday 9/29/ [redacted] from customer service had to confirm with [redacted] if your account was fully paidShe checked and it was still not paid so she contacted me to get in contact with [redacted] because we could not go to your house and pick up the mattress and give you the check when the account had a balance with the financed company.If we were to go and pick up your mattress we would it had break a contract between you and [redacted] FiancialYou were and still are under a lease agreement with [redacted] Financial and won't be over until December of this yearTherefore we Canales Furniture could not do more that just to exchange your mattress for a new oneThe same day I had you on a third line with Mrs [redacted] from [redacted] Financial and she explained to you that we were doing things right, that she had never heard of a company exchanging mattress three times in less than a yearShe told you that anything you wanted to do was between [redacted] FINANCIAL and YOU, or YOU AND THE MANUFACTURE COMPANY NOT US (Canales Furniture)I was very patient that I let you explained everything to me and to Mrs ***Then you even brought up your wife on the other line as wellMr [redacted] Once again I am very sorry that this happened to you and that it happened three times already, but if you see we have done our best and we have tried the best possible to help you in getting your mattress exchange and make you feel comfortableEven thought [redacted] Financial said that we Have Nothing to do with you anymore Us Canales Furniture wants to still exchange it and be for the last time the mattress maybe not the same mattress but a different oneAll we care about is to have our customer please and happy with usThe least we want to hear from a customer is that you are dissatisfied with our service and our productsThat is why I am offering you to come and check a different mattress and we can even delivered for freeI am here to help and not make any problemsPlease feel free to contact me if you want to exchange your mattress [redacted] I will give you free delivery plus $store creditThank you

Tell us why here...Good morning Mrs*** We are aware of the situation and we are very sorry for all this confusion and inconvenience that you are going through with your contractsOur main goal here at Canales Furniture is to have our customer happy and satisfied not only with the merchandise they purchased but as well as the service we provide to all of our customersI will be more than happy to help you explain the contractsI already have your original documents signed here at the Corporate officeI am here for you and to answer any questions that you may haveI am here Monday thru Friday from to 6pmPlease let me know when will you be coming The last thing we want is to have a customer upset in any kind of wayAs you may know we are a Family own business and we care for our customers as if we are all family.the corporate address is [redacted] ***You can reach me at [redacted] Thank you

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Regards,
*** ***

Complaint: ***
I am rejecting this response because: I am not complaining to canales for the wear and teari am complaining due to advertisementthe seat was supposed to have all leather on seating area but this is not the case one of the places that is damaged is on top part of the reclinerthis is supposed to be leather but is made out of man made materialThis is the seat description Leather Match upholstery features top-grain leather in the seating areas with skillfully matched vinyl everywhere elseThe Ashley “Kennard-Chocolate” Double Reclining Loveseat with Console takes stylish contemporary design and combines the comfort of plush divided back for lumbar support along with the thick pillow top arms and pad-over-chaise design seating to create the ultimate in relaxing furniture to give you the living area of your dreams
Regards,
*** ***

Good afternoon, We have tried to contact the customer in regards to this complaintWe have made a decision, in order make sure the customer change their experience about usIf the customer brings in the furniture, we can go ahead and cancel the orderShe will receive a refund, but she
will deducted a 25% restocking feeI have attached a copy of our invoice, which mentioned the cancellation policiesIn the end, we're making sure the business is at a loss, in order to make sure the customer is happyAgain, we have tried to contact the customer but are still without answer. Thank you! Any questions, don't hesitate to contact us

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and have determined that this does not resolve my dispute
After carefully reviewing the response from Canales Furniture, it is apparent that the establishment knew and knows that the product sold to us (*** ***) was something of poor quality. We gave them more then ample enough times (3) to correct their poor service to a value customerIn your response, you stated that "we cannot control since we are the ones that makes the mattress." Oh, but you are, because if the Finance company or the Manufacture were responsible, then why wasn't that presented from the beginning. By you accepting the defective productive the very fist time, you THEN took the responsibility of the entire situation, your co-workers,ie.***, ***, and *** confirmed that. The ONLY allegiant I have with the finance company (Crest Financial) is a service contract to pay for goods and service that I have been paying from the time requested, with no incident. And the same principal applies to the manufacture. You stated that "If we were to go and pick up your mattress we would it had break a contract between you and Crest FinancialYou were and still are under a lease agreement with Crest Financial and won't be over until December of this year." That's totally untrue, the lady you had on the phone from Crest (***) answered my direct question very clearly, and her response was, my ONLY obligation with you Mr*** is money, the contract of funds. PERIOD." After (3) times within the same year, I made it known that I had poor service with your business with continuing to keep my promise to pay. All parties are completely satisfied, Canales has been paid, the finance company has been paid well over 97% of their monies. Me, the consumer has now been placed in a solitary holding tank. And you have the mitigated gall to insult me to the point that I'm the one to blame simply because I ask for my money ($1,622.77) back after purchase several thousands of dollars worth of other items within your store. I approached your establishment with extreme professionalism, after harassing your telephone lines to comfort me, then and only then you agreed to help. As you stated within your response that I have a balance with the finance company ($404.00), a far cry from $2,or even $1,622.77, you mention that reason was hindering you from releasing my refund that you clearly stated that you would surrender, but even then, you lied, and went back on your word, as a consumer, had I done that, I would receive BAD marks on my credit bureau and would be considered a paper thief. So you tell me what's wrong with this picture. You (***) stated, "That is why I am offering you to come and check a different mattress and we can even delivered for free. I am here to help and not make any problemsPlease feel free to contact me if you want to exchange your mattress ***I will give you free delivery plus $store credit." Why would you really insult me by asking me to come back to visit your store, and a FREE DELIVERY, REALLY. In conclusion, IF and only if we cannot resolved this matter through the proper channels of the Revdex.com, I WILL, pursue you legally AND do everything in my powers to annihilate your name to consumers on how you and your company conduct business Are you really that hungry for money or are you willing to keep a paying customer satisfied by accepting your defective product. I don't want another replacement (mattress) from your company, I want to close this chapter of hard ache by you all coming to pick up the box springs and mattress simultaneously presenting me with the refund, that's what I like to do and think that's only right and fair
Regards,
*** ***

First of all Mrs*** We Canales Furniture want to apologize for all the inconvenience you went through, Here at Canales Furniture our goal is to have our customers satisfy all the timeno matter what the situation isWe always try our best to get to a resolution just like what we did with you
today March you came to our store to get your money back for the mattress setWe did not ask you to bring the old one backyou can do whatever you think its best for youWe would like to thank you for purchasing with us and we hope that you may consider us in you future purchases. Thank you so muchHave a Bless day

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.
Regards,
[redacted]

Good afternoon Mr. [redacted],First of all I do want to apologize for any confusion there was when you were sold the living room set. As checking on your account I saw you purchased a 5 Year protection plan that only covers damage if it was accident. I have here that you got in contact with them...

and the declined you request due to wear and tear of the furniture. As you know and its stated on your protection  policy Wear and Tear its NOT covered  by them. Even after the Protection Plan People declined your request we Canales Furniture went out to your house and checked it to see if we could possibly do something about it even put it under manufacture defect but it was tear and wear and since it passed over a year manufacture warranty could not be accepted. We are very sorry to inform we cannot do anything else Since you already report it to the protection Plan MFS. What we could do is offer you a coupon of $50 to your next purchased. We love our customers and we always want to have them happy, unfortunately this is is a case were we cant help you get what you are asking for since you already report it to the company and it came out that the damaged is due to wear and tear.If you have any questions you may contact me by email at [redacted] or by phone at [redacted]  Thank you

We feel this complaint is unjustified. First, we would like to apologized for the confusion and the bad experience. The customer signed a contract with Crest Financial, it is a third party leasing company. I do not have the complete information in regards to her payments. If the customer isn't...

interested in remaining with the furniture and doesn't desire to keep the purchase on her credit; she is welcome to contact Crest Financial and return the furniture. At this very moment, sign the contract was signed and the furniture was delivered, there is no possible way for us to pick up the furniture. When she had just received her furniture, we were notified by the customer that she wanted to send the furniture because it wasn't to he liking. We offered her the option, as is listed in our Policies; she could pay the 25% restocking fee and she could return the furniture. She decided she didn't want to pay the fee. We wouldn't want to loose her as a customer. If she has any questions, please contact Crest Financial.

Tell us why here...Good morning Mrs. [redacted] We are aware of the situation and we are very sorry for all this confusion and inconvenience that you are going through with your contracts. Our main goal here at Canales Furniture is to have our customer happy and satisfied not only with the...

merchandise they purchased but as well as the service we provide to all of our customers. I will be more than happy to help you explain the contracts. I already have your original documents signed here at the Corporate office. I am here for you and to answer any questions that you may have. I am here Monday thru Friday from 9 to 6pm. Please let me know when will you be coming.  The last thing we want is to have a customer upset in any kind of way. As you may know we are a Family own business and we care for our customers as if we are all family.the corporate address is [redacted]You can reach me at [redacted]Thank you

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.  I would like to hold the person(s) from Canales Furniture totally responsible for the last response written, it replied that a monetary relief will be given within a "few days" andthey will be in touch with me today (October 16, 2015 or tomorrow October 17, 2015). Thanks, I truly think and hope we can resolve this issue and move forward.
Regards,
[redacted]

Dear Mr. and Mrs. [redacted] I am very sorry for everything that has happened. You know we tried our best (3) time already to exchange the defective mattress as you stated. It is something that we cannot control since we are not the ones that makes the mattress. As you stated we have...

exchange mattress 3 times already even though this problem should it have been sent directly to the manufacture company not us. Mattress Sales Are Final and we do not exchange or give back money. Since this one was a defective product we did change it considering you were a returning customer of ours andwanted to do things easily smooth for you we exchange it at our distribution center which usually this has to be done between the manufacture and the consumer. Yes I know it has been three times, but if you want from us to help you we can exchange it again for you and to be this one the last time. As you specify we were going to send you out a check for the amount of $ 1,622.77 since this is how much you purchased mattress from us being cash price. You did financed with a financed company called [redacted] FINANCIAL and you didn't pay it within 90 days it turned out that you had to go for the 12 months agreement with you were going to pay $1323.04 more giving you a total of $ 2,945.81. Mr. [redacted] you know I just got to your situation this past Monday 9/28/15 when you came over to the store on Mansfield and explained to me what happened. I spoke to the corporate and we agreed to give you back the money even though our policies said that we do not give back money and we have 25% restocking fee one items have been delivered. We tried to be nice and do the things the right way.On Tuesday 9/29/15 [redacted] from customer service had to confirm with [redacted] if your account was fully paid. She checked and it was still not paid so she contacted me to get in contact with [redacted] because we could not go to your house and pick up the mattress and give you the check when the account had a balance with the financed company.If we were to go and pick up your mattress we would it had break a contract between you and [redacted] Fiancial. You were and still are under a lease agreement with [redacted] Financial and won't be over until December of this year. Therefore we Canales Furniture could not do more that just to exchange your mattress for a new one. The same day I had you on a third line with Mrs. [redacted] from [redacted] Financial and she explained to you that we were doing things right, that she had never heard of a company exchanging mattress three times in less than a year. She told you that anything you wanted to do was between [redacted] FINANCIAL and YOU, or YOU AND THE MANUFACTURE COMPANY NOT US (Canales Furniture). I was very patient that I let you explained everything to me and to Mrs [redacted]. Then you even brought up your wife on the other line as well. Mr. [redacted] Once again I am very sorry that this happened to you and that it happened three times already, but if you see we have done our best and we have tried the best possible to help you in getting your mattress exchange and make you feel comfortable. Even thought [redacted] Financial said that we Have Nothing to do with you anymore Us Canales Furniture wants to still exchange it and be for the last time the mattress maybe not the same mattress but a different one. All we care about is to have our customer please and happy with us. The least we want to hear from a customer is that you are dissatisfied with our service and our products. That is why I am offering you to come and check a different mattress and we can even delivered for free. I am here to help and not make any problems. Please feel free to contact me if you want to exchange your mattress [redacted]. I will give you free delivery plus $50 store credit. Thank you

Complaint: [redacted]
I am rejecting this response because:My reasons are:1- we requested our mattresses to be replaced and they refused.2- our request to replace the mattresses was within the period of their warranty.3- I understand the inspector judged the mattresses are good but it is us not the inspector who sleep on them every night and we don't feel comfortable with them.4-all what they did they sent us some bunkeis (mattresses boxes) which are worse than the ones we have.Thank you
Regards,
[redacted]

Dear Mr. [redacted]I am working on something trying to get your money back, please give me a few more days and see what I can come up with.I am really working hard on this. I really do not want to lose you as a customer and we always look for our customer satistaction.I will try to get this situation resolved by today or tomorrow. I appreciate all the time you have given us. I will get in contact with you either today or tomorrow.Thank you

Good afternoon Mr. [redacted],I apologize for any inconvenience you have encounter throughout the process of trying to switch over/replace your mattress. Unfortunately we regret the fact that we cant give you a new set of mattress as how you described it in your resolution. An stated by you an inspector...

went to your house and checked/inspect the mattress and said there was nothing wrong with the mattress. attached is the  conversation you had with customer service via text message in which you were advice/told to have $75 exact because delivery guys do not carry change. Also as is in the text messages we were willing to give you the bunkie boards for free you only had to pay for us going twice. Bunkie Boards do not have any type of warranty. Yet you knew we were in the best position to help you and we still are if you do not want to pay you are more than welcome to come to our warehouse in Arlington and pick the bunkie boards at no cost and you can keep the old ones as well. Here at Canales we always want to have our customers happy and satisfied but the only thing we can do if you do not want to pay is to pick it up yourself. Please see the attachment for the whole conversation you had with Customer Service and see all we tried to do since the beginning was to help you. If you have any questions please do not hesitate to call me at [redacted] My name is [redacted]. Thank you Have a Blessed Day