From: *** ***
Sent: Wednesday, November 16, 4:PM
To: *** ***
Subject: RE: Revdex.com Complaint: Colfax Furniture
HI
They never contacted me regarding the sectionalI haven't heardone from them
The number of mutuel tellers staffed on a simulcasting or racing day varies by day, and is determined based on the expected attendance for the day. In addition to mutuel tellers, we have multiple self-service wagering machines that are available to guests throughout the facility on a daily
basis. Operating hours for simulcasting are posted on www.churchilldowns.com. For simulcasting the opening and closing time varies by day depending on which tracks across the country are racing and their respective operating hours. The current simulcasting calendar for May can be found here: ***f. The calendar is subject to change if tracks that are scheduled to open have to close due to weather or other unforeseen conditions
Initial Business Response /* (1000, 5, 2016/04/08) */
The customer came into our store on 4/and purchased three items, one being a Market Sample and the other two were closeout itemsAll were sold as floor models, with no warrantyThis was clearly noted on his bill of sale that he
signedHe also signed an inspection form stating that these pieces were coming off of our floor sold with no warranty
Initial Consumer Rebuttal /* (3000, 7, 2016/04/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The salesman told me that the sofa and chaise were new in-stock itemsI knew that the chair was an market sampleAfter I reviewed my receipt after getting the items home, it was marked as-isAs proof that the salesman lied, as-is, close out floor models are customarily sold at a discountI paid full price
Initial Business Response /* (1000, 6, 2016/10/18) */
We attempted several times to explain our Manufacturer's warranty policy to the customer and offered several ways we could take care of the issue she was having with her pieceShe was not interested in any of our solutionsWe have now
offered to pick her pieces up for a full refundThis will be done on 10/21/
Initial Business Response /* (1000, 6, 2016/01/14) */
Contact Name and Title: Jessica O***, CS Mgr
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@colfaxfurniture.net
At the time of purchase, the customer was informed that the matching ottoman for the sofa was a Special Order item
In an effort to keep the best prices in the market, Colfax Furniture places vendor orders only at full capacity truckloads to avoid excessive freight charges that would otherwise be passed to the consumerThe full-capacity truckload requirement has not been met for this vendor therefore a fulfillment date cannot be predicted for the customerThe option to cancel the Special Order for the ottoman and receive a full reimbursement for the ottoman only has been and remains to be offered to the customerIf the customer chooses to wait for the ottoman to arrive, they have been given some misinformation about deliveryWe offer all of our delivery customers free delivery on backorders that exceed one month from time of purchase
Initial Consumer Rebuttal /* (3000, 8, 2016/01/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This is not what we were told by the sales representativeHad we been notified at the time we ordered both the sofa and the ottoman as they were purchased and paid for at the SAME TIME anything regarding a truck having to be full or that it having to be a back order for this item, we would have made an informed decision if we wanted either before paying for themWe visited the store twice and both times asked the sales representative if the ottoman would be available and she looked in the computer and said yes and even provided a price for the ottomanShe said nothing regarding back ordering or having to wait on a full truck before it would arriveShe indicated the sofa was already on the way as it had already been ordered and the ottoman could be orderedOur choice was taken away from us with the sales representative failure to provide accurate and honest information regarding ordering the ottomanHad we known we would have said NO THANK YOU for the entire sale and took our business else where
Final Business Response /* (4000, 10, 2016/01/20) */
Colfax apologizes for any misunderstanding of the salesperson's communications but she could only supply the information that she had at that time which was that both items would be on backorder but could be purchased and ordered if desiredAt the time of the purchase the sofa was already on orderThe ottoman is a not a regular stock item and needed to be special ordered as noted on the sales orderThe order will be placed as soon as possible based on our ordering requirementsThe customer is welcome to cancel their order for the ottoman by Jan 30th for a full refund of the ottoman purchase or continue to wait for the special ordered itemOnce the ottoman arrives, it will be delivered free of a delivery charge
I will reach out to this customer tomorrow. We did originally repair the item during the first year. The unit is now close to three years old an out of warranty. We have pushed for help from the manufacturer for help and have been denied twice. We are trying again
(The consumer indicated he/she ACCEPTED the response from the business.)
I have spoken with a rep and I will proceed to send the information requested.I will wait and see what steps they take to correct this problem and if I am unsatisfied I will take appropriate stepsThank you for your time and consideration
Initial Business Response /* (1000, 5, 2016/11/24) */
Contact Name and Title: Greg B***
As soon as I was aware of this TuesdayWe sent one of our employees to switch out her bed
Initial Business Response /* (1000, 5, 2016/02/25) */
Colfax policy as stated on the sales contract is that all sales are final, no refunds and goods must be thoroughly inspected upon pick up or deliveryAs a gesture of good faith, a service technician was sent to the customer's home on 2/24/
to repair the itemThe customer has expressed that she was pleased with the service technician's work and Colfax considers this case closed
Initial Business Response /* (1000, 8, 2015/10/28) */
Contact Name and Title: Terry L*** CS
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@COLFAXFURNITURE.NET
While in our Greensboro location this customer did come in and find a rug on the floor that she likedThere was not a
price tag attached, but similar to other rugs that had a price tag of $Shawn found an inventory tag attached to the back of the rugShawn used his "salesman worksheet note pad" to write information from this inventory tag, to enter into a computer for inventory/pricing onlyShawn went to the computer and returned to the customer with a price of $48.00, because he had written the wrong item number downShawn then sent the customer to the cashier area, while he was entering the sales order/ticket and make available for the cashier to process for paymentWhile entering the sales order/ticket, Shawn found his error in looking up this itemHe called the store manager, Ellen H***, over to the computer for helpShe confirmed his error in writing down the item number, and the correct inventory/price of $Ellen explained with Shawn to customer the price of the correct item
I am rejecting this response because:
I purchased furniture from Colfax furniture with a year warranty and Colfax refuse to honor the warrantyI previously filed the complaint with the Revdex.com and I was under the impression that Colfax was going to honor the warranty; however they have refused toColfax remains elusive when I attempt to reach out to them. Colfax honor the warranty that motivated me to purchase furniture
Initial Business Response /* (1000, 6, 2016/07/13) */
We have made several attempts to get in touch with the customer to set up a service call with no successI finally was able to reach them today 7/13/to set up a service call for 7/14/
Initial Consumer Rebuttal /* (3000, 8,
2016/07/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
they made one attempt to visit our home to inspect the furniture,they never showed upwe tried to contat them many times ns every time we left a message o come and seeus, they ignored our call until we got hold of them on 7/13/and they eentually visited us on 7/14/1nd inspected the furnitureI was told that they will contact us the next day but they never didwe are still waiting for their response as to when they will repair or correct the problem
Final Business Response /* (4000, 10, 2016/07/25) */
We have submitted the customer's information to the Manufacturer and they are in the process of setting up a service call for the customer
Final Consumer Response /* (4200, 13, 2016/08/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The manufacturer did contact us and their service technician came to inspect and he came to the conclusion that the the furniture is damaged and needs repair and ordered a partAll this means is that COLFAX sold us a Defective furniture which was supposed to be brand new and we paid a full price for itColfax are responsible for it.Colfax are trying to put the blame on the manufacturer who provided the furniture to COLFAX
So Colfax has the responsibility and obligation to us since they sold us the furniture in the first place.Colfax should come to some arrangement to refund all or part of the money we paid to them after the manufacturer have successfully repaired the damage
I have spoken to Mr*** and we are delivering a new sectional to himHe reselected a sectional in the Winston store and Terry in customer service has called him,Saturday, to set up a delivery time
Initial Business Response /* (1000, 5, 2016/03/09) */
Contact Name and Title: Robin W***
Contact Phone: ***
Contact Email: ***@colfaxfurniture.net
Mrs*** did not make a purchase with Colfax FurnitureThe sales contract is between *** *** and
Colfax FurnitureMr*** signed the sales contract which identifies which pieces of furniture that he bought and a copy is given to the customerHis paperwork clearly states the items that he purchasedMr*** also approved the amount that he was financing and signed the paperworkUpon departure Mr*** was given all information regarding financing as well as the contact information for ***, but at no time was there any mention of confusion on financing terms or his selection of furniture that he financed
Initial Consumer Rebuttal /* (3000, 7, 2016/03/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not except this response because as previously explained, we were not given the opportunity to review and confirm what was purchased OR provided the correct information
The information that was provided was and never discussed
Final Business Response /* (4000, 9, 2016/03/13) */
From: Robin W***
Sent: Saturday, March 12, 10:AM
To: ***@greensboro.Revdex.com.org
Subject: FW: Revdex.com Complaint Case# *** (Ref#29-1494-***-8-3100)
I could not locate a way to scan in all the informationYou will find attached the financing agreement which was signed by ***Again, this contract is between *** and Colfax*** is not on any paperwork or signed any paperworkYou will also see the sales order which *** signed and agreed to his purchase as well as where Mr*** signed for picking up and the waiver for refusal of inspectionAccording to the sales order and his signature Mr*** agreed to the purchase of the Salsa bedroom group including the dresser and mirrorMr*** also purchased a storage bench and a mirrorThe sales order was reviewed with Mr*** before he signed
Again, I would like to say Mrs*** has no claim to Colfax Furniture, the financing terms or what was purchasedThis entire process was handled between Mr*** and Colfax Furniture
Please see all attached paperwork with signature from Mr***Should you need any further information please do not hesitate to contact me
Regards,
Robin W***
Store Manager
Colfax Furniture and Mattress of Winston Salem
***
Hi, I will get with *** *** regional manager and see what he will do for an early payoff. Clint will work with customers and do a minimum charge for anyone that pays off in days. Thank you,Greg
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept the
response because no one contacted me about a sectional and I never visited the Winston storeThe only contact that was made was me being informed they were waiting on corporate to respond.That is the only contactThere never was an arrangement for furniture to be delivered
Initial Business Response /* (1000, 6, 2016/04/19) */
Our customer picked up her bed on 4/11/We had the customer conduct an inspection at the time of the load out and she did not refuse any of the items as should be done per Colfax policy if there are damages.We did receive the customer's
complaint on 4/12/and are working with the manufacturer to get the issue's resolvedAs all of our warranties go through the manufacturer it can take up to a week to get a response from them especially during Furniture MarketIf the manufacturer responds to the customer favorably we try to service the issue as quickly as we can if we have the merchandise in stock
Initial Consumer Rebuttal /* (3000, 8, 2016/04/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have been dealing with them for weeks now and instead of replacing my whole bed because there was problems with all of it they are only gonna replace two pieces and fix oneIt has taking way to long and I have asked for my money back in which they have refused to give it to me!!! I will never go to this store again and I will not refer anyone there either!!
From: *** ***
Sent: Wednesday, November 16, 4:PM
To: *** ***
Subject: RE: Revdex.com Complaint: Colfax Furniture
HI
They never contacted me regarding the sectionalI haven't heardone from them
The number of mutuel tellers staffed on a simulcasting or racing day varies by day, and is determined based on the expected attendance for the day. In addition to mutuel tellers, we have multiple self-service wagering machines that are available to guests throughout the facility on a daily
basis. Operating hours for simulcasting are posted on www.churchilldowns.com. For simulcasting the opening and closing time varies by day depending on which tracks across the country are racing and their respective operating hours. The current simulcasting calendar for May can be found here: ***f. The calendar is subject to change if tracks that are scheduled to open have to close due to weather or other unforeseen conditions
Initial Business Response /* (1000, 5, 2016/04/08) */
The customer came into our store on 4/and purchased three items, one being a Market Sample and the other two were closeout itemsAll were sold as floor models, with no warrantyThis was clearly noted on his bill of sale that he
signedHe also signed an inspection form stating that these pieces were coming off of our floor sold with no warranty
Initial Consumer Rebuttal /* (3000, 7, 2016/04/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The salesman told me that the sofa and chaise were new in-stock itemsI knew that the chair was an market sampleAfter I reviewed my receipt after getting the items home, it was marked as-isAs proof that the salesman lied, as-is, close out floor models are customarily sold at a discountI paid full price
Initial Business Response /* (1000, 5, 2015/09/10) */
Customer has been contacted by repair company and is scheduled for repair on 9/26/
Initial Business Response /* (1000, 6, 2016/10/18) */
We attempted several times to explain our Manufacturer's warranty policy to the customer and offered several ways we could take care of the issue she was having with her pieceShe was not interested in any of our solutionsWe have now
offered to pick her pieces up for a full refundThis will be done on 10/21/
Initial Business Response /* (1000, 6, 2016/01/14) */
Contact Name and Title: Jessica O***, CS Mgr
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@colfaxfurniture.net
At the time of purchase, the customer was informed that the matching ottoman for the sofa was a Special Order item
In an effort to keep the best prices in the market, Colfax Furniture places vendor orders only at full capacity truckloads to avoid excessive freight charges that would otherwise be passed to the consumerThe full-capacity truckload requirement has not been met for this vendor therefore a fulfillment date cannot be predicted for the customerThe option to cancel the Special Order for the ottoman and receive a full reimbursement for the ottoman only has been and remains to be offered to the customerIf the customer chooses to wait for the ottoman to arrive, they have been given some misinformation about deliveryWe offer all of our delivery customers free delivery on backorders that exceed one month from time of purchase
Initial Consumer Rebuttal /* (3000, 8, 2016/01/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This is not what we were told by the sales representativeHad we been notified at the time we ordered both the sofa and the ottoman as they were purchased and paid for at the SAME TIME anything regarding a truck having to be full or that it having to be a back order for this item, we would have made an informed decision if we wanted either before paying for themWe visited the store twice and both times asked the sales representative if the ottoman would be available and she looked in the computer and said yes and even provided a price for the ottomanShe said nothing regarding back ordering or having to wait on a full truck before it would arriveShe indicated the sofa was already on the way as it had already been ordered and the ottoman could be orderedOur choice was taken away from us with the sales representative failure to provide accurate and honest information regarding ordering the ottomanHad we known we would have said NO THANK YOU for the entire sale and took our business else where
Final Business Response /* (4000, 10, 2016/01/20) */
Colfax apologizes for any misunderstanding of the salesperson's communications but she could only supply the information that she had at that time which was that both items would be on backorder but could be purchased and ordered if desiredAt the time of the purchase the sofa was already on orderThe ottoman is a not a regular stock item and needed to be special ordered as noted on the sales orderThe order will be placed as soon as possible based on our ordering requirementsThe customer is welcome to cancel their order for the ottoman by Jan 30th for a full refund of the ottoman purchase or continue to wait for the special ordered itemOnce the ottoman arrives, it will be delivered free of a delivery charge
I will reach out to this customer tomorrow. We did originally repair the item during the first year. The unit is now close to three years old an out of warranty. We have pushed for help from the manufacturer for help and have been denied twice. We are trying again
(The consumer indicated he/she ACCEPTED the response from the business.)
I have spoken with a rep and I will proceed to send the information requested.I will wait and see what steps they take to correct this problem and if I am unsatisfied I will take appropriate stepsThank you for your time and consideration
Initial Business Response /* (1000, 5, 2016/11/24) */
Contact Name and Title: Greg B***
As soon as I was aware of this TuesdayWe sent one of our employees to switch out her bed
Initial Business Response /* (1000, 5, 2016/02/25) */
Colfax policy as stated on the sales contract is that all sales are final, no refunds and goods must be thoroughly inspected upon pick up or deliveryAs a gesture of good faith, a service technician was sent to the customer's home on 2/24/
to repair the itemThe customer has expressed that she was pleased with the service technician's work and Colfax considers this case closed
Initial Business Response /* (1000, 8, 2015/10/28) */
Contact Name and Title: Terry L*** CS
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@COLFAXFURNITURE.NET
While in our Greensboro location this customer did come in and find a rug on the floor that she likedThere was not a
price tag attached, but similar to other rugs that had a price tag of $Shawn found an inventory tag attached to the back of the rugShawn used his "salesman worksheet note pad" to write information from this inventory tag, to enter into a computer for inventory/pricing onlyShawn went to the computer and returned to the customer with a price of $48.00, because he had written the wrong item number downShawn then sent the customer to the cashier area, while he was entering the sales order/ticket and make available for the cashier to process for paymentWhile entering the sales order/ticket, Shawn found his error in looking up this itemHe called the store manager, Ellen H***, over to the computer for helpShe confirmed his error in writing down the item number, and the correct inventory/price of $Ellen explained with Shawn to customer the price of the correct item
I am rejecting this response because:
I purchased furniture from Colfax furniture with a year warranty and Colfax refuse to honor the warrantyI previously filed the complaint with the Revdex.com and I was under the impression that Colfax was going to honor the warranty; however they have refused toColfax remains elusive when I attempt to reach out to them. Colfax honor the warranty that motivated me to purchase furniture
Initial Business Response /* (1000, 6, 2016/07/13) */
We have made several attempts to get in touch with the customer to set up a service call with no successI finally was able to reach them today 7/13/to set up a service call for 7/14/
Initial Consumer Rebuttal /* (3000, 8,
2016/07/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
they made one attempt to visit our home to inspect the furniture,they never showed upwe tried to contat them many times ns every time we left a message o come and seeus, they ignored our call until we got hold of them on 7/13/and they eentually visited us on 7/14/1nd inspected the furnitureI was told that they will contact us the next day but they never didwe are still waiting for their response as to when they will repair or correct the problem
Final Business Response /* (4000, 10, 2016/07/25) */
We have submitted the customer's information to the Manufacturer and they are in the process of setting up a service call for the customer
Final Consumer Response /* (4200, 13, 2016/08/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The manufacturer did contact us and their service technician came to inspect and he came to the conclusion that the the furniture is damaged and needs repair and ordered a partAll this means is that COLFAX sold us a Defective furniture which was supposed to be brand new and we paid a full price for itColfax are responsible for it.Colfax are trying to put the blame on the manufacturer who provided the furniture to COLFAX
So Colfax has the responsibility and obligation to us since they sold us the furniture in the first place.Colfax should come to some arrangement to refund all or part of the money we paid to them after the manufacturer have successfully repaired the damage
I have spoken to Mr*** and we are delivering a new sectional to himHe reselected a sectional in the Winston store and Terry in customer service has called him,Saturday, to set up a delivery time
Initial Business Response /* (1000, 5, 2016/03/09) */
Contact Name and Title: Robin W***
Contact Phone: ***
Contact Email: ***@colfaxfurniture.net
Mrs*** did not make a purchase with Colfax FurnitureThe sales contract is between *** *** and
Colfax FurnitureMr*** signed the sales contract which identifies which pieces of furniture that he bought and a copy is given to the customerHis paperwork clearly states the items that he purchasedMr*** also approved the amount that he was financing and signed the paperworkUpon departure Mr*** was given all information regarding financing as well as the contact information for ***, but at no time was there any mention of confusion on financing terms or his selection of furniture that he financed
Initial Consumer Rebuttal /* (3000, 7, 2016/03/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not except this response because as previously explained, we were not given the opportunity to review and confirm what was purchased OR provided the correct information
The information that was provided was and never discussed
Final Business Response /* (4000, 9, 2016/03/13) */
From: Robin W***
Sent: Saturday, March 12, 10:AM
To: ***@greensboro.Revdex.com.org
Subject: FW: Revdex.com Complaint Case# *** (Ref#29-1494-***-8-3100)
I could not locate a way to scan in all the informationYou will find attached the financing agreement which was signed by ***Again, this contract is between *** and Colfax*** is not on any paperwork or signed any paperworkYou will also see the sales order which *** signed and agreed to his purchase as well as where Mr*** signed for picking up and the waiver for refusal of inspectionAccording to the sales order and his signature Mr*** agreed to the purchase of the Salsa bedroom group including the dresser and mirrorMr*** also purchased a storage bench and a mirrorThe sales order was reviewed with Mr*** before he signed
Again, I would like to say Mrs*** has no claim to Colfax Furniture, the financing terms or what was purchasedThis entire process was handled between Mr*** and Colfax Furniture
Please see all attached paperwork with signature from Mr***Should you need any further information please do not hesitate to contact me
Regards,
Robin W***
Store Manager
Colfax Furniture and Mattress of Winston Salem
***
Customer has received tables. We are having the manager reach out to the customer
I spoke to the customer today to let him know that we will be setting up a service cal with a repair company today for him
Hi, I will get with *** *** regional manager and see what he will do for an early payoff. Clint will work with customers and do a minimum charge for anyone that pays off in days. Thank you,Greg
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept the
response because no one contacted me about a sectional and I never visited the Winston storeThe only contact that was made was me being informed they were waiting on corporate to respond.That is the only contactThere never was an arrangement for furniture to be delivered
Initial Business Response /* (1000, 6, 2016/04/19) */
Our customer picked up her bed on 4/11/We had the customer conduct an inspection at the time of the load out and she did not refuse any of the items as should be done per Colfax policy if there are damages.We did receive the customer's
complaint on 4/12/and are working with the manufacturer to get the issue's resolvedAs all of our warranties go through the manufacturer it can take up to a week to get a response from them especially during Furniture MarketIf the manufacturer responds to the customer favorably we try to service the issue as quickly as we can if we have the merchandise in stock
Initial Consumer Rebuttal /* (3000, 8, 2016/04/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have been dealing with them for weeks now and instead of replacing my whole bed because there was problems with all of it they are only gonna replace two pieces and fix oneIt has taking way to long and I have asked for my money back in which they have refused to give it to me!!! I will never go to this store again and I will not refer anyone there either!!