CBW Furniture

April 25, Hi [redacted] ***,I am writing you in response to the letter dated April 14,for case number # [redacted] First of all,I just wanted to let you know that I also want to end this case as soon as possibleI have requested my repair person to get hold of *** [redacted] so that he can give me the estimate the repair cost He mentioned that he tried to call her too many times and left numerous messages, but she would not response his messages I am at this point really don’t know how much the repair really cost since she is not co-operating with my repair personIf she can’t let my repair person to get me an estimate, I wouldn’t be able to help *** [redacted] out at all because I will not accept her estimateHer estimate seems ridiculously highIt was dented in just few spots and should not cost that muchBut I am still willing to work with her, but she intentionally chooses not to work with meI would highly appreciate if you can come up with a better solution where both parties’ voice could be heard Thank you very much

March 30, 2014Hi [redacted] ***,My Name is [redacted] a store manager as well as sales person for CBW furniture located at [redacted] MD, ***.have recelved your letter dated 03/10/and would like to address the Issue from my companys prospective[redacted] *** [redacted] is correct in her letter to you and I don't have any problem to work with her to resolve the problem which I always wanted to doI have several conversations with ***, [redacted] about the issueI asked her to give me an estimate for the repair of the damage which I never received from herAnd hence I could not pursue with the case, But now she wants to pursue with the case, would like to send my repair person to fix the damage that was cause by our delivery crewsIn fact, by now repair person either may have already been to *** [redacted] house if not he would be making an appointment with her for inspection and repair the damageI will let you know once that has been taken careHowever I would not be able refund the delivery money back simply because delivery wasmade to her house as she wanted,I am extremely sorry I could not issue refund for the delivery fee to this customer at this time.Anita, please feel free to call me if you have any question or concern, Thank you very much for your understanding,

March 30, 2014Hi [redacted],My Name is [redacted] a store manager as well as sales person for CBW furniture located at [redacted] MD, [redacted].have recelved your letter dated 03/10/2014 and would like to address the Issue from my companys prospective.[redacted]...

[redacted] is correct in her letter to you and I don't have any problem to work with her to resolve the problem which I always wanted to do. I have several conversations with [redacted] about the issue. I asked her to give me an estimate for the repair of the damage which I never received from her. And hence I could not pursue with the case, But now she wants to pursue with the case, would like to send my repair person to fix the damage that was cause by our delivery crews. In fact, by now repair person either may have already been to [redacted] house if not he would be making an appointment with her for inspection and repair the damage. I will let you know once that has been taken care. However I would not be able refund the delivery money back simply because delivery wasmade to her house as she wanted,I am extremely sorry I could not issue refund for the delivery fee to this customer at this time.Anita, please feel free to call me if you have any question or concern, Thank you very much for your understanding,

May 4, 2014
 
[redacted] (Revdex.com),
 
Since my last response to the Revdex.com on April 11th, I have
received one voice message from a gentleman named Alberto on behalf of [redacted]
and CBW Furniture. The gentleman did not speak English very well but on the
message he said that we wanted to fix some repairs at my house as requested by
[redacted]. The gentleman never left a company name or telephone number.
Because of this occurrence, I strongly request that the repair company
contracted by [redacted] and CBW Furniture has a business license from the
District of Columbia Department of Consumer and Regulatory Affairs and/or the Maryland
Department of Labor, Licensing, and Regulation.
As long as the repair company is licensed by a state agency,
I will allow for the contractor to come into my house and survey the damage to
my hardwood floors and ceilings. Once the contractor comes up with a quote for
the damages, then I would like for CBW Furniture to the pay me directly the dollar
amount of the quote.
I have reviewed the response made by the business in reference to complaint ID [redacted]. I do accept CBW Furniture’s request for their repairmen to view the
damage and estimate a quote but the repair company has to be
licensed by a state agency. Furthermore, I do not want CBW Furniture to pay the
contractor on my behalf because I want the monetary compensation given directly to me so
that I can use my own contractor with whom I trust.
Also, I am still waiting for a functioning
email address from both [redacted] and CBW Furniture’s
owner so that I can communicate with them once we have reached an agreement.
  
I do appreciate CBW
Furniture’s cooperation thus far and would like to officially resolve this
matter as soon as possible.
 
Thank you,
 
[redacted]

April 25, 2014
Hi [redacted],I am writing you in response to the letter dated April
14,2014 for case number # [redacted]. First of all,I just wanted to let you know
that I also want to end this case as soon as possible. I have requested my
repair person to get hold of [redacted]. [redacted] so that he can give me the
estimate the repair cost.  He mentioned
that he tried to call her too many times and left numerous messages, but she
would not response his messages.  I am at
this point really don’t know how much the repair really cost since she is not
co-operating with my repair person. If she can’t let my repair person to get me
an estimate, I wouldn’t be able to help [redacted]. [redacted] out at all because I
will not accept  her estimate. Her
estimate seems ridiculously high. It was dented in just few spots and should
not cost that much. But I am still willing to work with her, but she
intentionally chooses not to work with me. I would highly appreciate if you can
come up with a better solution where both parties’ voice could be heard.   Thank you very much.

Review: I recently purchased a sofa at CBW Furniture for $300 plus tax. Once the it arrived I noticed that the instructions stated that the couch should have holes to install the feet of the sofa. There aren't any holes anywhere. It seems like the only way to install the feet is to drill holes into the piece of furniture, which is unusual. I placed the sofa on the floor to test it out and it was the worst experience. The sofa claims to be comfortable but it felt like I was sitting/laying on bricks. That night I laid down on the sofa and accidently fell asleep. When I woke up my body was in a pain I have never experienced before. I could'nt move the side I was laying on, and I took me at least 5 mins to try to stand up. That is when I realized that I have to return this sofa. I called the company that day to ask for a refund on the sofa and the sales man told me that they do not provide refunds. He told me to give it 3-4 weeks to "break-in" the sofa. I shouldn't have to wait a month for something that is said to be "comfortable" to actually give me the feature that it is suppose to have. This is NOT a sofa I got on "clearance", it is a brand new sofa. Now I am stuck with a piece of furniture that I can't even use because if I continue to will cause major health risks. I feel like I got taken advantage of because I am a young female. I don't know what to do at this point.Desired Settlement: I would like to receive a refund. I DO NOT trust that this company, that do not have an answering system, voicemail and only opens Fri-Mon, will provide me with a product that will satisfy me as the consumer

Business

Response:

January 6th, 2014

Hi [redacted],

My name is [redacted] a store manager as well as sales person for CBW furniture located at [redacted], I have received your letter dated 12/27/2013 and I would like to address the issue from my company's prospective.

[redacted] was in our store on 13th of December, 2013 and liked the price and special color that was available to the particular model she later purchased. She did not make purchase on that particular day however she came back next day after shopping around. We only carry red color sofa in our showroom and she wanted cream color sofa instead. Once I explained that she can special order in the fabric that she wanted and she made the final decision and made the purchase. It was sofa made by a company called [redacted] Furniture ( name brand company in furniture industry) and we do sell that sofa a lot specially in red color that we have in our show room floor.

I also would like to take this opportunity to address her issues.

Legs issue: There is nothing unusual about drilling a hole to install legs. Most of the furniture manufactures these days use this idea to install legs in their sofas,

Feel Issue: Customer sat on the sofa that has been on the show room floor for at least 2-3 months. I am also not surprised It pretty much did not feel quite alike floor sofa. It takes at least couple of weeks to get that exact feel. According to the furniture manufacture industry standard sofas lose 10 % hardness of Its cushions within two weeks of normal -regular use. Ironically, she was able to fell asleep on that uncomfortable sofa! That sofa was a regular sofa and is not made to sleep that's why she was not comfortable In the morning time. But she was comfortable enough to accidentally fell asleep on the sofa which I agree 100%. Anyone can fell asleep on that sofa just like her. However I would not recommend sleeping over- night.

Finally, I have attached a copy of a sales order which states clearly about our refund policy. There is no refund policy on special order and as is merchandise. [redacted] has read and signed on that sales order which states no refund on special orders.

I am extremely sorry I could not issue refund to this customer at this time.

[redacted], please feel free to call me if you have any question or concern. Thank you very much for your understanding.

Review: February 14, 2014

To Whom It May Concern,

I, [redacted], am filing a formal complaint against CBW Furniture located at [redacted], MD [redacted]. I would like monetary compensation for damages to my hardwood floors and ceiling that occurred while CBW Furniture was delivering a sofa bed that I had purchased from them.

I purchased the sofa bed on December 30, 2013 and paid for delivery services that were supposed to arrive on January 4, 2014. Due to snow and ice during the first week of January, CBW Furniture would not deliver my sofa bed until January 11th. While moving the sofa bed through my house, the delivery men created several scratches on the hardwood floor in my living room. Furthermore, the bed fell out of the sofa while they were trying to get it through the door of my basement. They claim that they usually wrap and package the sofas so that the beds do not fall out but with my delivery they failed to follow protocol. As a result, the bed that fell out of the sofa produced a large dent in my hardwood floor. I showed a picture of the dent to a hardwood floor expert at the [redacted]’s in [redacted], Maryland and he confirmed that it was a dent and not a scratch, so those damaged floorboards would need replacement. Also, there is damage to my ceiling where the deliverymen flipped the sofa upward in order to place it through the basement door but the sofa scrapped the ceiling.

We have already spoken to the Manager of CBW Furniture, [redacted], on several occasions (in person, over the telephone, text messages, and email) about compensation for the damages to our home. They have yet to provide any legitimate compensation (refund for the delivery and repairing the floor and ceiling) for the damages that they caused to my house. Also, he would not give us the insurance information for CBW Furniture so that we could place a claim for the damages.

My husband and I can prove that CBW Furniture caused all of the damages listed above via photographs, receipts of delivery, emails to the Manager of CBW Furniture, and text messages between the Manager and myself. Also, I just purchased my home on December 23, 2013 and it is a fully renovated house with fresh paint, hardwood floors and modern updates, so none of these scratches were there before CBW Furniture entered my home.

Maryland Bettter Business Bureau, I would really appreciate your assistance in resolving this issue with CBW Furniture.

Thank you in advance,

[redacted]Desired Settlement: I would like monetary compensation for the damages to my house that is equivalent to the refund of the delivery plus the cost to repair the hardwood floor and ceiling. I am also willing to allow CBW Furniture to pay a contractor directly in order to repair the damages to my floors and ceiling but I still would like a refund for the delivery.

Business

Response:

March 30, 2014Hi [redacted],My Name is [redacted] a store manager as well as sales person for CBW furniture located at [redacted] MD, [redacted].have recelved your letter dated 03/10/2014 and would like to address the Issue from my companys prospective.[redacted] is correct in her letter to you and I don't have any problem to work with her to resolve the problem which I always wanted to do. I have several conversations with [redacted] about the issue. I asked her to give me an estimate for the repair of the damage which I never received from her. And hence I could not pursue with the case, But now she wants to pursue with the case, would like to send my repair person to fix the damage that was cause by our delivery crews. In fact, by now repair person either may have already been to [redacted] house if not he would be making an appointment with her for inspection and repair the damage. I will let you know once that has been taken care. However I would not be able refund the delivery money back simply because delivery wasmade to her house as she wanted,I am extremely sorry I could not issue refund for the delivery fee to this customer at this time.Anita, please feel free to call me if you have any question or concern, Thank you very much for your understanding,

Business

Response:

April 25, 2014Hi [redacted],I am writing you in response to the letter dated April

14,2014 for case number # [redacted]. First of all,I just wanted to let you know

that I also want to end this case as soon as possible. I have requested my

repair person to get hold of [redacted] so that he can give me the

estimate the repair cost. He mentioned

that he tried to call her too many times and left numerous messages, but she

would not response his messages. I am at

this point really don’t know how much the repair really cost since she is not

co-operating with my repair person. If she can’t let my repair person to get me

an estimate, I wouldn’t be able to help [redacted] out at all because I

will not accept her estimate. Her

estimate seems ridiculously high. It was dented in just few spots and should

not cost that much. But I am still willing to work with her, but she

intentionally chooses not to work with me. I would highly appreciate if you can

come up with a better solution where both parties’ voice could be heard. Thank you very much.

Consumer

Response:

May 4, 2014