Charles P. Rogers Brass & Iron Bed Co. Inc.

Review: A picture is worth a thousand words. That is why we were so disappointed with our experience with Charles P. Rogers and Co.. I saw a picture of a bed on your website, printed out a copy of the picture, and my husband and I agreed (after years of looking!) that we had found our new bed because the price and the bed were both satisfactory. It is dishonest to show a picture of a complete bed on your website and allow your sales staff to continue the charade by discussing the height and length of the bed. When I accepted delivery of the bed, the delivery person was surprised that a bed could fit in a box that size. He said the rest was probably in a separate shipment. I phoned your customer service department immediately and was told that although the picture on your website showed a bed (head and foot boards, as well as side rails) according to your employees we had only purchased a headboard. This represents false advertising. If you're selling a headboard, the picture online should be of only a headboard. Sales representatives taking calls from prospective customers should also clearly state that the product offered is only a headboard.

I spent considerable time on the phone with [redacted], in your sales department, to make sure that the bed was exactly as per the picture on your website. I gathered extensive information from him, including the size of under-bed storage that could be used with the bed. At no point in the conversation did [redacted] inform me that although the picture showed a bed (headboard, foot board and side rails), it was actually only a headboard. Apparently even your sales staff was deceived by the fact that your website showed a bed instead of a headboard. When you show me a picture of a bed on your website and your staff continued to discuss the item as if it were a bed, I should have received a bed. I called to straighten the matter out and was told that I had been informed multiple times via the website that I was, in fact, purchasing only a headboard. Upon reviewing the email confirmation, scant space is reserved for the fact that the item ordered is a headboard; in fact, unless you're specifically looking for it, the work “head” is buried in a paragraph of other industry shorthand.

My conversations with customer service have not yielded the result I want. I was sold a bed for $800, and as a solution, your customer service representative offered me the opportunity to purchase a foot board and side rails, plus freight, bringing the sum total to $1475. When I asked how much the “bed” cost normally, I was told $1500. So for all the aggravation, I'm saving $25 off the regular price. My husband was willing to pay the $480 for the foot board and rails but felt it only fair that your company cover the price of freight. Our counteroffer was refused by [redacted]. During multiple, lengthy conversations, she explained what narrow margins your company works with and how impossible it would be to offer complimentary freight.

A company who works with narrow margins on customer service is doing itself a disservice over the long run. And since your company has been around since before the Civil War, you seem to take interest in the long run. I was told by [redacted] that I couldn't possibly have expected to find a bed for the price posted on your website; if it's posted on the clearance page and shows a complete bed in the picture, what other conclusion could I draw?

My solution to this issue is as follows: your company will absorb the cost of sending us the foot board and side rails, freight included. While my husband was willing to pay the offered price of $480 for the foot board and side rails, the reaction from your customer service showed that the goodwill was only on our side. The amount of time my husband and I have spent on this matter, in addition to the frustration and disappointment of a clearly fraudulent transaction, have left me with no choice but to insist that your company honor the promise it made by displaying a bed (not a headboard only) on the “Clearance” page of your website. I'm still trying to understand how your employees could imply that it was my fault: I saw a bed, I talked to an employee about a bed, and I bought the bed. I expect to receive the missing parts of my bed or a refund of my purchase.Desired Settlement: Refund my purchase price and stop misrepresenting products online.

Business

Response:

Dear [redacted],

We want to thank you for the opportunity given to respond to this complaint,

ID [redacted].

On May **, 2014, the customer in reference placed an online order for one of the products from our website clearance section. As with our entire website, our clearance section shows a number of pictures of our beds with its style name. No size, color or price, for either a headboard only or a complete bed, is provided until the customer makes a selection by clicking on a particular photo. After that, a full description of the item being offered on clearance is provided, including the size, price and whether it is a headboard only or a bed.

After the customer has made a selection, entered all the necessary information and the order has been completed and paid for, a confirmation order is automatically generated and sent to the e-mail address the customer provided. The order shows a full description of the purchased product, price paid, processed payment, billing and shipping address, telephone numbe and all discounts applied.

It is the customer's responsibility to read this confirmation order and make sure that everything is correct, or to let us know if they find any error that needs to be corrected.

This customer received exactly what they had ordered online; a king Newfield headboard for frame in wrought iron w/ antique brass, at a further reduced clearance price, an additional 10% discount and free delivery. Her confirmation receipt listed the correct item and price as shown on our web.

When we spoke with her on the phone the customer admitted that she had made a mistake and thought she was buying a complete bed.

As a courtesy and in a sincere and honest effort to help our customer, we offered to specially build a footboard and set of side rails for a discounted price of $480 plus freight to make her headboard into a complete bed. Unfortunately, she decided not to pay the freight, even though we had offered to defray some of the cost. She and her husband said they would keep the headboard and buy a frame locally.

On June ** we were surprised to receive a notification from the customer's credit card company informing us that the customer had requested a charge back for the total amount paid. This, while still in possession of the product.

On June ** the credit card's bank informed us that the charge back request had been denied and the issue had been resolved in our favor.

A month after the delivery the customer contacted us again to let us know that there was a cosmetic imperfection on a brass part of the headboard. We immediately fabricated and shipped a replacement piece at absolutely no cost to her.

Our company sincerely tried to work with the customer and offered some solutions which the customer chose to decline.

Sincerely,

Customer Support

WORST RETURN/REFUND EXPERIENCE EVER!!

I saw an add in the back of Dwell magazine and checked out their website. I ended up ordering the Alana platform bed. They were having a black Friday sale, so the price was right. The bed came in 3 different shipments through fed ex. After receiving the second package, I decided to sneak a peek at the wood. I ordered the tiger mahogany with the hopes that it would match my existing furniture. The wood color was so drastically different than how it is displayed online. Online it has much more of the orange rust color. The bed I received the color was a dark, dark cherry red color. It was not at all how it was displayed.

I called in to return the bed. The person I spoke with said they couldn't help me and that the sales person I ordered with would need to be the person to handle my return. I was promised a call back. No one ever called me so I called back the next day. I ran through my story and why I wanted to return my bed, they guy, Stephen I believe told me I needed to send them a photo of the wood. I told him I was at work but that didn't really make any sense because regardless of what their opinion of the photo I sent, I still wanted a refund. He argued with me and told me that customer service was going to require it and I had to do it anyway. Really? I then told him, look, I have no problem calling my credit card company and have them issue a charge back. That got him all sorts of bothered "Ma'am, we are going to get this taken care of!" But of course he couldn't help me, I needed to wait for Linda. Finally after calling 3 times in one day, I was able to get a hold of Linda, my salesperson. She argued with me about the color and how red it looks online and that computer screens will make the color vary. Well Linda, I have a Finally I told her, "look, lets agree to disagree, I don't care what you think it looks like, I want a REFUND!" She went on to say that they have a great return policy and she would process it. 7 days is hardly a great return policy. Linda then went on to ask what I was going to do and where I was going to be purchasing my bed from. I refused to tell her and sad it was from someplace local. She just wanted an excuse to tell me I was making the wrong decision. I wasn't going to give her the satisfaction. She said she filed the paperwork and once I got the final package, I needed to call back. I called back and I was told the paperwork needed to go to the supervisors desk and I would be called back. No call. I called again today and I spoke with Lauren. I was on hold for 20 minutes. Lauren said, "Oh I was trying to get Linda on the phone but she is on another call, so I can help you." REALLY?!! You could have helped me to begin with? Instead you had me on hold for 20 minutes? I was on hold another 10 minutes. "Oh he shipping department isn't answering." Finally, I got a return phone call from Lauren today and [redacted] is picking up this Friday, the [redacted]. What, Friday? Wednesday is the [redacted] so which is it? "Oh, I thought today was Wednesday for some reason" I don't even trust that there will be a pick up. She told me they had emailed me a "E-Tag" never received it. She said she would resend it and then finally she her story again and said that she gave [redacted] the labels and they would put them on the packages. Again, the left friggin hand has no idea what the right one is doing. Every person I have spoken with has either been no help at all, seemingly numb as a doornail, argumentative or just plain condescending.

This entire experience, of, oh, this person has to help you because I can't or, I can't get a hold of this person and the supervisor needs to approve your paperwork and the constant promise of a call back just really made it seem like there were delaying so I could be denied a refund. SHADY! And just today I called [redacted], there was no pick up scheduled.

If this bed isn't picked up this week, I am contacting my credit card company and filing for a charge back.

Never, will I ever order through them again. Ever. And I would strongly advise against you doing so as well.

Review: I purchased a Queen Paris Sleigh bed in 2012 and have had issues with the bed ever since. The frame is to wide for the box spring causing it to slip and fall through. The first box spring broke because of it and after I contacted customer service countless times I was asked to jump through hoops of endless calls and emails for absolutely no solutions. I purchased another box spring and the same thing happened. Customer service has been horrible to deal with. They say they offer a lifetime structural warranty but they do not. After speaking to them yet again I was finally told that some companies make box springs smaller then the standard dimensions and they can't do anything about that but they do not disclose that when purchasing it or on their website nor do they recommend a box spring. The only solution they had for me after spending $1000 on a faulty and structurally unsound bed is to put wedges in. They clearly do not stand behind their product. I will never purchase from them again. They should be ashamed of themselves.Desired Settlement: I want my bed to not fall through or have to adjust it every single night.

Business

Response:

To Whom it may concern, We are working with Customer to solve her problem with her bed purchased 2012. Kind Regards, Lilia

Review: I purchased an iron bed on 7/*/14 from Charles P Rogers at a 20% discount for a total of $878.40. After it arrived in Denver and I found someone to help me put it together, I discovered it looked a bit crooked. I put my mattress on it and slept on it and it seemed to be unstable. I adjusted it with the tools enclosed in the box but I was getting a "see-saw" affect at the ends. I had 2 of my contractors look at and they said "something is wrong with this bed." I contacted the company and started a dialogue with the customer service gentleman that sold me the bed. I took pictures of the bed and he determined that it certainly looked misaligned. I tried to return the bed but the company told me I had to send it back at my own cost which was about $350. A [redacted] convinced me that I should exchange the bed as it would be "Totally free of charge". I week later I get an email telling me they had to collect $145 for shipping until they determined the bed was faulty. I received bed II in 2 seperate boxes, one for bed siderails and one with the headboard/footboard (although its a daybed). I opened the siderails and there is something resembling white out painted 3-4 inches out over the holes where the bolts go and are visible. I have bed 1 side rails to compare to and the difference is has been documented by photograph. I would never purchase such an item in this condition. Bed 2 should have scrutinized closely to ensure quality after sending me a misaligned bed the first time.Desired Settlement: I would like both beds picked up by [redacted] and returned to Charles P Rogers using the Charles P Rogers shipping acct. I also want a refund in the amount of $878.40 plus the $145 that I prepaid for this bed to be shipped. This situation has caused me alot of physical work to put together and take apart the product, many phone calls, emails, pictures and extra time and has tied up $1000 plus of my dollars since JULY that I could have used to purchase a replacement that would work. Also I do not want to be contacted by a condescending [redacted] to who tries to convince me to accept the unacceptable. For the record, my customer service rep Steve was very respectful and helpful attempting to resolve this issue. His [redacted] should not be in customer service.

Business

Response:

Thank you for giving us the opportunity to respond to this complain.

As [redacted] stated, she purchased one of our iron and brass daybeds on 7/*/14 with a 20% discount and free delivery. The order shipped a few days later and it was received and signed in good condition on 7/**/14 at 5:00PM.

Four weeks later [redacted] contacted us to report that she had assembled her daybed and that the two ends were slightly leaning inward. Based on her description of the issue and her mention that her old neighbor had set up the daybed, it looked like the bolts had not been fully tightened during assembly.

We suggested to simply loosen the eight bolts, washers and nuts, hold the two end panels straight and then firmly re tighten them again.

We also reminded the customer that the assembly instruction recommended that two people do the assembly.

[redacted] called us a week later to say she had decided to return the daybed for a refund but that she had disposed of all the packaging material.

We explained that our written return policy requires that products be returned in their original packaging. But in a sincere effort to help our customer and to arrive at a quick and fair solution, we offered to exchange the daybed with another that would be fully inspected before shipment. This would allow the customer to use the boxes from the new daybed to re package the one being returned.

Because we still needed the opportunity to examine the first daybed to determine if the problem was a manufacturing one or if it had simply not been assembled correctly, the customer agreed to pay a $145 shipping fee until we could inspect the daybed. It was also agreed that this amount would be fully refunded if it was determined that the product was indeed defective.

[redacted] received the second daybed on 9/**/14, but to our surprise, and in spite of our shipper's numerous calls and efforts to schedule the pick up the original daybed, [redacted] has repeatedly refused to allow that to happen.

At this moment [redacted] is in possession of two of our daybeds, but has only paid for one.

We have honored our part of the deal and consider it only fair to be allowed to inspect the product to determine if it was defective or not before any refund

can be issued, as per our agreement.

If now [redacted] wants to return the two daybeds, she still needs to re package both pieces before the shipping company can pick up.

Once they have been received back in our warehouse we will gladly refund the price the customer paid for the original product.

Our company will absorb the loss of the cost to return both daybeds to our warehouse as well as the cost incurred to ship the original daybed.

The $145 fee the customer agreed to pay to have a replacement daybed shipped would not be refunded.

Sincerely,

Consumer

Response:

Although the majority of the response is incorrect, the outcome in the last paragraph is acceptable. I will have bed 1 packed up by [redacted] so it is safe and ready for [redacted] to pick up.

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

Dear [redacted], As per our conversation on 11/**/14, I would like to officially reject the previous offer made by the Customer Service Supervisor made on 11/*/14. Although the outcome in the last paragraph of picking up the merchandise using Charles P Rogers corporate shipping company and refunding the purchase price of the bed is acceptable, the offer was made on 11/*/14 and it is now 11/**/14 with no attempt by the company or their shipping company to make good on that offer. Thank you for your assistance.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Review: Purchased a bed from CHarles PR[redacted] that came disassembled. The instructions included were unreadable and wrong. I went on their site to get new instructions and there were none. There were a number of videos but none of bed I bought. I reached out to them and got almost no help. I eventually found a craftsman in CT that offered to put bed together for $75. R[redacted] was supposed to refund me $50 to offset the cost of their incompetence. Since there were no instructions and no support from R[redacted], the craftsman I hired ended up taking hours to build the bed. To add insult to injury, the screws included were wrong size and the headboard was damaged severly Craftsman needed to create/build new headboard. Total cost of assembly became $431.25Desired Settlement: Credit my credit card the $431.25

Business

Response:

We are sorry [redacted] had difficulty assembling one of our most popular beds-we sell hundreds of them each year. We include very detailed set up instructions in our boxes (see attached). When [redacted] contacted us explaining his difficulty we reached back out to him by both phone and email and we never heard back from him. And while [redacted] demands a video instruction set up we do not currenlty have one for this bed. We were later told that he hired people to assemble the Case platform bed but when they were unable to set up the bed they chose not to contact us either. We are unsure as to whether these people had a copy of our set up instructions, had they not had them, we can email the instructions immediately so as not to delay any set up time. We have someone on staff who handles set up questions and has excellent results in walking people through assembly over the phone. We were never given the chance to offer this free service to [redacted]. Even though [redacted]'s hired team failed to do their job we still refunded him $75 on [redacted] as a courtesy. Given that [redacted] and his hired help were unwilling to contact us to ensure a proper assembly we cannot be responsible for the damage they may have done to the bed using incorrect items, screws or other assembly methods to try and put the bed together. As another effort of good fait, we will send [redacted] another headboard at no cost except for the shipping costs associated with sending him a free, second headboard. We look forward to your help in this matter. Thank you.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

I appreciate the offer but I have a new handmade headboard from our craftsman so the offer to send me another headboard has no merit. I have filed a small claims suit with the NYC court system and have just received notice of a date of January **, 2016. If Charles P. R[redacted] wants to make a financial settlement prior to the court case, I am prepared to listen. Otherwise, I will see them in court in January and we will let an impartial third party judge decide. Thank you.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

To Whom it may concern, We are sorry to hear that [redacted] thinks we have not addressed his complaint. We tried to contact [redacted] several times by phone and email and did not hear back. We have in-house personal that would had assisted [redacted] in the set up of his bed, had he gotten back to our messages or replied to our emails. It is clear that the 3rd party [redacted] hired to set up his bed, had no access to the set up instructions provided by Charles P. R[redacted]. We will see [redacted] in court in January. Best Regards, Lilia

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

Our handyman had the child like written instructions, which as Charles P R[redacted] very well knows, are extremely poorly written, unsophisticated, difficult to understand and basically unreadable. In addition, almost every other bed they sell had an accompanying video. When I asked them to prepare a 2 minute video for this bed to make up for their incompetence, they told me to pound sand. They could not have had a more blatant disregard for seeing that there was a successful resolution to the problem. When the handyman was putting the bed together, according to their woeful instructions, he utilized the screws that were suggested in the child like drawing they call instructions. Turned out the screws were too long. We had no alternative, but to improvise on the fly. We had lost all confidence in their ability to do the right thing or to provide a correct answer. I will be delighted to see the Charles P R[redacted] folks in court.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,