Casa Bella Galleria

This issue has been resolved with customerA New Serta Moonridge Super Plush Mattress and foundation were exchanged out at no additional cost and we also provided customer at no cost a high quality heavy duty bed frame to insure her satisfaction and the longevity of her new mattress and foundation.Attached is a copy of the delivery receipt showing the mattress was delivered and set up.To the best of our knowledge customer is satisfied with her new mattress.Any questions or concerns please let me know [redacted]

*** *** came into Casa Bella Galleria on 4/21/She was looking to redecorate her apartment and requested our complimentary design services our designer went to her home spent quite a bit of time there, the designer then spent two days coming up with the perfect design based on her budget and presented it to herShe also told her Memorial Day Weekend we were giving an additional $off all purchases over $500.Ms*** came in on May 29th and put the items from the item design layout Clarissa presented the Sofa and the two dining chairs on Layaway and used the $coupon. Even though she defaulted on her agreement by not making her June payment we still honored her layawayAs soon as half her layaway was paid off we ordered her merchandise.Ms*** came in on 8/and said she was not sure about the $dining chairs she had orderedThe chairs were in and I showed them to her and she decided to have them delivered.When the delivery was made to her apartment she did not like the way the chairs lookedThe delivery men called and I said just bring them back she can come in and pick out other chairs even though our paperwork clearly states all sales are final especially on customer orders and I could not return to manufacturerAs for the sofa being unwrapped, all most merchandise is unwrapped inspected an assembled before deliveryHer merchandise was all factory fresh.A few days later she came in I was not in the store my husband *** spent quite a bit of time showing her other chairsShe couldn’t find anything she liked in her price rangeSaid she would come back when I was there.She came in a few days later spent quite a bit of time going through catalogs and picked out other chairs not in her price range, but because she was so distressed I exchanged $chairs for $at no additional cost to her.When chairs came in I called her to pick them upShe asked if they were assembled I said no, but if she wants I can have them assembled for her at no additional cost.She came in and picked up the chairs we assembled at no chargeAbout a week later she called and said one of the chairs was not assembled properlyI apologized and said just bring the chair in and we would take care of it She said she didn’t have any way of bringing the chair inI did say the one chair should have no problem fitting in the back seat of your carIf you can’t find a way to bring the chair in give me a call and we would try to work something outI never hung up on Ms***She never called back so I assumed the problem was handledMs*** has had the sofa in her home since mid August she has never complained about the sofa, just the chairs which I feel I was more than generous by replacing them with chairs that were double the cost. Ms*** was never in any way shape or form mistreated or treated in any other way than respectfulI feel she is being a little extreme in requesting a full refund and that is not an optionThe total purchase price as you can see on attached sales order was $not $1069, which leads to Ms*** credibility.If she brings the chair back which she feels is improperly assemble within the next two weeks we will diagnose issue and address it

*** *** came into Casa Bella Galleria on 4/21/She was looking to redecorate her apartment and requested our complimentary design services our designer went to her home spent quite a bit of time there, the designer then spent two days coming up with the perfect design based on her
budget and presented it to herShe also told her Memorial Day Weekend we were giving an additional $off all purchases over $500.Ms*** came in on May 29th and put the items from the item design layout Clarissa presented the Sofa and the two dining chairs on Layaway and used the $coupon. Even though she defaulted on her agreement by not making her June payment we still honored her layawayAs soon as half her layaway was paid off we ordered her merchandise.Ms*** came in on 8/and said she was not sure about the $dining chairs she had orderedThe chairs were in and I showed them to her and she decided to have them delivered.When the delivery was made to her apartment she did not like the way the chairs lookedThe delivery men called and I said just bring them back she can come in and pick out other chairs even though our paperwork clearly states all sales are final especially on customer orders and I could not return to manufacturerAs for the sofa being unwrapped, all most merchandise is unwrapped inspected an assembled before deliveryHer merchandise was all factory fresh.A few days later she came in I was not in the store my husband *** spent quite a bit of time showing her other chairsShe couldn’t find anything she liked in her price rangeSaid she would come back when I was there.She came in a few days later spent quite a bit of time going through catalogs and picked out other chairs not in her price range, but because she was so distressed I exchanged $chairs for $at no additional cost to her.When chairs came in I called her to pick them upShe asked if they were assembled I said no, but if she wants I can have them assembled for her at no additional cost.She came in and picked up the chairs we assembled at no chargeAbout a week later she called and said one of the chairs was not assembled properlyI apologized and said just bring the chair in and we would take care of it She said she didn’t have any way of bringing the chair inI did say the one chair should have no problem fitting in the back seat of your carIf you can’t find a way to bring the chair in give me a call and we would try to work something outI never hung up on Ms***She never called back so I assumed the problem was handledMs*** has had the sofa in her home since mid August she has never complained about the sofa, just the chairs which I feel I was more than generous by replacing them with chairs that were double the cost. Ms*** was never in any way shape or form mistreated or treated in any other way than respectfulI feel she is being a little extreme in requesting a full refund and that is not an optionThe total purchase price as you can see on attached sales order was $not $1069, which leads to Ms*** credibility.If she brings the chair back which she feels is improperly assemble within the next two weeks we will diagnose issue and address it

I am rejecting this response because: This is my response to the incorrect response I just read from Casa BellaI in fact did go to the store to purchase furniture, I was offered a interior decoratorTo my surprise I said yes, *** explained the decorator cost $and the cost would go towards my purchaseI wasn't sure so I paid half, and the other half when she came out to my houseThe interior decorator *** never informed me of memorial day saleI happen drop in on that day to look again*** the designer wasn't thereI definitely did not default on my June paymentI had been in the hospital two days already when I called Casa Bella and spoke with *** and she stated no problemI stayed five days total with heart problemsAt that point no merchandise had been ordered, to my knowledgeIf so I was not informedI had already told her I did not want those chairsMy furniture was not half paid off at that point.If the dinning chairs are $each why on the receipt it says $not including taxI'm very confused with her numbers from the beginning she showed me three times, so fast I still did not understandShe was frustrated and just me receipt to leaveWhen her son and some other young man that were very nice, politely took them after I sat in one of the chairs, and almost fell out of the chair on the floorI explained I cant take those chairs as I had stated to *** when she told me just try them if you don't like them we will find you something elseThe young man called the store I asked is someone there the husband said they would be at a funeralHe states my uncle is thereNow *** wasn't there the day before due to a funeral so I was toldAt that point I felt I was getting the run around. So upon me arriving at the store about a week later, when they returned to try to pick something outFrustrated I asked for a refundShe said NOI would have to talk to my partners we don't do that. How does a store or furniture store owner not give you a refund for damage furniture, charge you for delivery of one of three itemsI had to pick up two of the three and was expected to assemble them tooNO warranty, NO record of delivery on any receiptsThe numbers don't add up to what she says she charge and discountedI'm very sorry I bought from this storeI could have picked better quality furniture at the same price, that I could have saw at the time not picked out of a catalog. She advertise the store looks expensive but is notShe says she is serving the community she is notI and I don't think anyone else wants low quality furniture out of a catalogIf that is what you sell, have it on the showroom floor

This issue has been resolved with customer. A New Serta Moonridge Super Plush Mattress and foundation were exchanged out at no additional cost and we also provided customer at no cost a high quality heavy duty bed frame to insure her satisfaction and the longevity of her new mattress and...

foundation.Attached is a copy of the delivery receipt showing the mattress was delivered and set up.To the best of our knowledge customer is satisfied with her new mattress.Any questions or concerns please let me know. [redacted]

Review: Have had nothing but problems with this galleria. I ordered a mattress and dresser April 26,2016. I received a called from [redacted] stating my dresser would not be able ordered and delivered. She refunded my credit card account. [redacted] did not refund the total amount to my account. Spoke with her and she then refunded the proper amount. My mattress was delivered on March 13,2016. Slept on this bed for two days and the bed began to sag. The box spring had a crack in the wood support slats. Noticed that the delivery man had not set the bed properly on the frame. Went to see [redacted] on May 16, 2016 to state my issue with the matress. Sent her proof that included pictures. I wanted a full refund because the bed is defective. She convinced me that she will deliver a new mattress. I was hesitant to agree but I did end up agreeing to have a new one delivered. It is May 29th and still have not recieved a call or new mattress. I had to go up to Casa Bella Gallery in order to speak with her. I told her I do not want the bed and she refuses to give me a credit to my account. Too many issues with this company. I will never shop here again.Desired Settlement: Would like a full refund to my credit card account.

Business

Response:

This issue has been resolved with customer. A New Serta Moonridge Super Plush Mattress and foundation were exchanged out at no additional cost and we also provided customer at no cost a high quality heavy duty bed frame to insure her satisfaction and the longevity of her new mattress and foundation.Attached is a copy of the delivery receipt showing the mattress was delivered and set up.To the best of our knowledge customer is satisfied with her new mattress.Any questions or concerns please let me know. [redacted]

Review: After moving to Sacramento in December 2013 we needed a kitchen table. Not being familiar with the Sacramento area we looked on line and found the [redacted] best of list, which voted Casa Bella Galleria as a runner up.

We purchased a pub style table and four chairs on 12/28/2013. the price of the table and chairs was $399.99. I asked [redacted] if the table and chairs were good quality as we were looking for something that would last us. She stated, "it's a good table and should last you for years." (Price was not an issue with us)

In addition we purchased a recliner chair. When the store delivered the table set and recliner, the recliner chair was broken. We showed [redacted]'s husband (who delivered the set) that the chair was broken and we refused delivery because of it. We immediately asked for a refund on the chair and were told, "That is up to [redacted]." She handles the money."

We went into the store to get a refund and after much discussion she agreed to give us a refund for the recliner chair.

Problem--Kitchen Set

We notified [redacted] on 06/05/2014 about the problems we were having with the table veneer 'bubbling" and the spring breaking on one of the chairs. We were told the items were still under warranty and to bring the chair down and send pictures of the table.

We contacted Casa Bella several times regarding the status of our chairs. We left several messages and [redacted] did not return our calls. finally on July 6, 2014 we stopped in the store and asked what was going on as [redacted] did not return our calls and a second chair had broke. While we waited they "fixed" the chair. We were told that they were waiting to hear from the manufacturer regarding a replacement chair and table.

On July 7,2014 [redacted] called [redacted] at ACME Furniture (the manufacturer) and we sent an e-mail to the manufacturer along with a copy of our receipt so that they could intervene on our behalf.

On July 19, 2014 we called Casa Bella and they stated that the manufacturer was sending a replacement table and chairs. [redacted] could not provide an estimated date on when the items would arrive and told us to call back in a couple of days.

On July 21, 2014 we called [redacted] and he stated, "I have has sent several e-mails and placed several phone calls to the [redacted]/Casa Bella and I have not heard anything from Casa Bella." He stated that Casa Bella has not contacted them and there is no arrangement for an exchange of furniture. [redacted] reiterated that since the furniture is under warranty he would replace it, but he has to hear from the store in order to process the replacement order.Desired Settlement: Conclusion

[redacted] has lied to us on multiple occasions, as she had not contacted the manufacturer to fix our table and chairs.

As you can see by the attached reviews on Yelp other customers have had the same problem with [redacted] and Casa Bella Galleria.

Casa Bell Galleria has not done anything to resolve the issue and is just ignoring our phone calls and the Manufactures calls to them.

We are asking for a replacement table and chairs or a refund so we can go elsewhere and purchase a table that is not defective. We expect a response within a 10-day period.

Business

Response:

We always strive to treat our customers equal to or even better than family and friends. When a customer has a product issue we take it very seriously and work hard to help resolve it as quickly as possible.

We are surprised and disappointed at the way you have chosen to handle this situation. You have used the dining set over eight months now and we repaired the damaged chair you brought in so that you could continue to have the use of it until warranty issue is resolved, to date at most we are only talking about a few weeks to live with some cosmetic issues. You slander us on [redacted] file a complaint with Revdex.com and sent copy of your slanderous letter to [redacted], REALLY!!!

Though I empathize with your concerns and anxieties about your dining set, as I informed you at the start, a warranty claim can take a while to get through the manufactures process of which Casa Bella has very little to no control.

At no time did I ever tell you anything that I didn't believe to be accurate and true. Estimates of product replacement and delivery were shared with you based on what information I have been receiving from ACME. I have done everything at my end to move the process along. {see attached POs and email correspondence)

All warranties and guarantees of product or merchandise sold by Casa Bella are through the respective merchandise or product manufactures. For any warranty claims Casa Bella only acts as an advocate or liaison to help the customer in resolving their concerns or issues with their purchase. Typically the manufacturer does not deal directly with the consumer as long as the selling dealer is still doing business with them. Manufacturers provide a warranty coverage statement of terms and conditions either attached to product or via their web sites and final determination are solely at the manufacture's discretion. Through Casa Bella is not legally, morally or ethically oblicated to, Casa Bella may extend a good will gesture at its discretion above and beyond the manufacturers decision.

The pictures of your table were sent to the manufacture's representative, then several weeks later after you dropped off the damaged char we took pictures of it and also forward them to ACME via representative. Being sensitive to your financial circumstances of long term unemployment and desire to leave the state any day now I took in on myself to take a financial risk of expediting your claim and without decision from ACME I placed an order for a new replacement set solely at our cost knowing we may not ever get a credit from ACME. (see copy of purchase order attached)

Unfortunately the table and chairs were back ordered, which I informed [redacted] of as soon as I found out.

In your letter you claim your wife [redacted] spoke to someone at Acme and you claim multiple email exchanges with ACME and multiple telephone conversations with final one July 21st to someone you identify as [redacted] at ACME but our representative for ACME has no idea of who [redacted] is. Additionally you are claiming [redacted] sent emails to Casa Bella about this matter. I have researched through our email data base and we have not received any email from [redacted] or anyone else at ACME about your communications. I'll give you the benefit of the doubt and just ask that you please provide me copies of emails of your correspondence with ACME including full names and titles of who you claim to have spoken with.

We as vendors with our rep on all claim issues, he is our advocate and he has been working on this since early June. At this time our ACME representative doesn't have enough information or details about who you may have been communicating with to provide an intelligent answer to help him resolve your warranty to claim more quickly. In your letter you claim the conversation with [redacted] at Acme on July 21st that he reiterated "that since the furniture is under warranty he would replace it but he has to hear from the store in order to process the replacement order" GREAT!!!!

Since I already put in a new order for your dining set model back in June and was later notified none were available at this time, hopefully when you provide us with all the contact information for [redacted] we can circumvent normal warrantee claim process and get this resolved more quickly.

Regards,

Consumer

Response:

[redacted],