In regards to being told to call when she is ready, this was not something I was told by another employee. This was something she specifically told me during our last phone conversation. The fact that the customer specifically said that she was told she can have time to pay it off then even if we believe that she wasn't told that we can know for sure that it would be understandable. If we are holding her furniture and letting her pay on it it would obviously be entirely up to her to call us and pay it off. Therefore, she would have to contact us for payment and scheduling of the delivery. That much is clear. In terms of non-cancelable special orders, the original receipt your received has that policy listed in bold letters at the bottom. The customer is claiming that she has never had this much trouble with a purchase. We are making it very easy. All we are asking is that she pay for the furniture that she agreed to buy.We have done what we agreed to do and that was hold her furniture until she was able to pay it off. We are still standing by our agreement and we ask that she do the same.
My name is [redacted] and I am one of the managers at Chuck's Furniture in Morgantown, West Virginia. We just received a letter regarding case [redacted]. I have to preface this by saying that I was not the original sales person but I can attest to what happened recently in regards to issue. When...
the customer called in and expressed a wish to cancel her order I was the one that took over from there.In regards to our store closing, that did indeed happen. We closed that location but it was more than a year after her purchase. She bought in September of 2015 and we closed in December of 2016. Far longer than we would normally hold someone's furniture. Our closing was not secret. We had announced that we would be closing many months ahead of time through heavy advertising. We also made an effort to contact customers with furniture on hold. For older orders we don't always get a response from people and in some cases we have incorrect phone numbers. We also had our other location where people could contact us. She also wanted to bring up her friends issue. Because I feel it is a separate issue I won't linger for too long except to say that any issues her friend had has no bearing on her case and that our mistake of over selling the friend's furniture is a completely different set of circumstances. I've said as much to the customer in our phone conversations. I first got onto the phone with the customer with little information because I did not want to keep her waiting on the line. She expressed a desire to cancel her order. I told her that special orders are not cancelable in general but other orders that we have kept in our warehouse for that long are also non cancelable. At this point, she told me that it wasn't a special order. She said that we had the bed on our floor when she bought it. I knew which bed she was talking about but I didn't have all of the details. I told her that when we hold furniture for this long that wouldn't matter but I wanted to check. I printed off her sales order and it was for a queen size bed. The one on our floor was in king size so I knew that she couldn't have been purchasing the floor model. So it was most definitely a special order. After telling her again that special orders are not cancelable she began to tell me her story and it sounded like she was crying. After hearing that she was moving to ** and that she couldn't take the furniture with her I told her the only thing I could do was to speak with the owner. The next time we spoke, I told her that the owner is standing by our policy. I tried to explain his position and how costly it is for us to order customized furniture for someone and hold it for over a year in our warehouse. At this point, she brought up again that it wasn't a special order but I pointed out that I knew without a doubt that it was. This conversation was a lot of back and forth. She began telling me that we had never called her to schedule a time to get her furniture. I told her that I personally had a note of my own that I had left her a message. It is our company policy to periodically go through our open orders and call alder sales and layaways to see if they are ready yet. Oddly enough, we do not always get responses. After going back and forth for a bit she recounted her conversation with [redacted]. Only this time, she told me that her sales person had told her to call us when she was ready. That is common practice for layaways. If someone is paying installments or their home isn't built yet it is common to have the customer call when they are ready. So if this part of the story is true, which I believe because it was a layaway, then her story has changed and we were under the impression that she was to call us when she was ready to get it. It goes against her point that we never called her to let her know we had it. Furthermore, it also goes against her claim that it wasn't a special order. If it was something we had in stock, why would we need to call her? It would have already been in our possession. There have been other details that have changed from the beginning. At first she claimed that since her furniture was not in the store she originally purchased it from then how would she get it if she didn't want to drive to our other store that is farther away. I told her we would be happy to take it to the original store so she could pick it up as originally planned. She claimed that wouldn't work. I went even farther and offered to deliver it to her home as well. That didn't work for her either. That is when she told me that she was moving to [redacted] We do understand that she wants to be treated fairly but so do we. We did exactly what we said we would do. We ordered her furniture. We held it for her until she was ready. We have not tried to charge or any type of fee for leaving her furniture with us longer than agreed upon. From the first time I spoke with her, she has changed her reason for wanting to cancel every time I had a reasonable and honest rebuttal for why we've done nothing wrong. We are not trying to charge her any more money or get anything more form her. We are simply trying to get her the furniture she originally purchased, wanted, and put a deposit on to order it the way she wanted it. [redacted]Chuck's Furniture and Mattress
[redacted] purchased a mattress and box springs from Chuck's Furniture on July 9, 2016. We do not offer a Return program but a Comfort guarantee program. Several of our companies offer the customer a minimum of 90 days to try out their mattress. The customer’s have to try the mattress for a...
minimum of 30 days to give their bodies time to adjust to the mattress. If they are unhappy with the mattress they are able to exchange the mattress for a mattress of equal or greater value. The adjustable bases and any accessories are not part of the comfort trial with any company. [redacted] was informed of this policy when she first called in about not liking her mattress. She informed us she had already purchased another mattress from another store and did not want to exchange the mattress with us. We informed her there was not an option to just return the mattress and pay the restocking fee, and that the adjustable bases were not exchangeable. We have been more than willing to work with the customer on the reselect. However, now she is getting to the end of her 100 Day Comfort Trial. Once, we are over the 100 days we are unable to offer the comfort trial for [redacted]. We would be more than willing to still honor the comfort trial as long as it is within this time frame. Her mattress was delivered on July 27, 2016 and she has until October 27, 2016 to reselect for the comfort trial.
To Whom it May Concern: Customer [redacted] purchased a Gat Creek bedroom set that we show on the floor. The customer purchased a Queen Bed with Storage, a nightstand, and a dresser on May 12,2015. They purchased the set exactly as we have shown on our floor, minus the mirror. Their sales...
representative told them we would mark the one on the floor sold to them in case their special order did not arrive within the time frame they needed. We have never shown the matching chest on our floor. The customer called in and stated that where they were placing the piece now the dresser would not fit and that they now need the chest. Against our normal policy, the owners agreed to allow them to exchange out their dresser for the matching chest for a difference of $435. The customer then called back on October 20, 2015 and at this time said that the dresser was supposed to be a chest. We have tried and are trying to work with the customer on this. This is a special order the customer placed and we have no way to send it back to the company. We are willing to work with them on exchanging this out. We look forward to getting this situation resolved for the customer. Thanks!
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint I[redacted] and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]
In regards to being told to call when she is ready, this was not something I was told by another employee. This was something she specifically told me during our last phone conversation. The fact that the customer specifically said that she was told she can have time to pay it off then even if we believe that she wasn't told that we can know for sure that it would be understandable. If we are holding her furniture and letting her pay on it it would obviously be entirely up to her to call us and pay it off. Therefore, she would have to contact us for payment and scheduling of the delivery. That much is clear. In terms of non-cancelable special orders, the original receipt your received has that policy listed in bold letters at the bottom. The customer is claiming that she has never had this much trouble with a purchase. We are making it very easy. All we are asking is that she pay for the furniture that she agreed to buy.We have done what we agreed to do and that was hold her furniture until she was able to pay it off. We are still standing by our agreement and we ask that she do the same.
My name is [redacted] and I am one of the managers at Chuck's Furniture in Morgantown, West Virginia. We just received a letter regarding case [redacted]. I have to preface this by saying that I was not the original sales person but I can attest to what happened recently in regards to issue. When...
the customer called in and expressed a wish to cancel her order I was the one that took over from there.In regards to our store closing, that did indeed happen. We closed that location but it was more than a year after her purchase. She bought in September of 2015 and we closed in December of 2016. Far longer than we would normally hold someone's furniture. Our closing was not secret. We had announced that we would be closing many months ahead of time through heavy advertising. We also made an effort to contact customers with furniture on hold. For older orders we don't always get a response from people and in some cases we have incorrect phone numbers. We also had our other location where people could contact us. She also wanted to bring up her friends issue. Because I feel it is a separate issue I won't linger for too long except to say that any issues her friend had has no bearing on her case and that our mistake of over selling the friend's furniture is a completely different set of circumstances. I've said as much to the customer in our phone conversations. I first got onto the phone with the customer with little information because I did not want to keep her waiting on the line. She expressed a desire to cancel her order. I told her that special orders are not cancelable in general but other orders that we have kept in our warehouse for that long are also non cancelable. At this point, she told me that it wasn't a special order. She said that we had the bed on our floor when she bought it. I knew which bed she was talking about but I didn't have all of the details. I told her that when we hold furniture for this long that wouldn't matter but I wanted to check. I printed off her sales order and it was for a queen size bed. The one on our floor was in king size so I knew that she couldn't have been purchasing the floor model. So it was most definitely a special order. After telling her again that special orders are not cancelable she began to tell me her story and it sounded like she was crying. After hearing that she was moving to ** and that she couldn't take the furniture with her I told her the only thing I could do was to speak with the owner. The next time we spoke, I told her that the owner is standing by our policy. I tried to explain his position and how costly it is for us to order customized furniture for someone and hold it for over a year in our warehouse. At this point, she brought up again that it wasn't a special order but I pointed out that I knew without a doubt that it was. This conversation was a lot of back and forth. She began telling me that we had never called her to schedule a time to get her furniture. I told her that I personally had a note of my own that I had left her a message. It is our company policy to periodically go through our open orders and call alder sales and layaways to see if they are ready yet. Oddly enough, we do not always get responses. After going back and forth for a bit she recounted her conversation with [redacted]. Only this time, she told me that her sales person had told her to call us when she was ready. That is common practice for layaways. If someone is paying installments or their home isn't built yet it is common to have the customer call when they are ready. So if this part of the story is true, which I believe because it was a layaway, then her story has changed and we were under the impression that she was to call us when she was ready to get it. It goes against her point that we never called her to let her know we had it. Furthermore, it also goes against her claim that it wasn't a special order. If it was something we had in stock, why would we need to call her? It would have already been in our possession. There have been other details that have changed from the beginning. At first she claimed that since her furniture was not in the store she originally purchased it from then how would she get it if she didn't want to drive to our other store that is farther away. I told her we would be happy to take it to the original store so she could pick it up as originally planned. She claimed that wouldn't work. I went even farther and offered to deliver it to her home as well. That didn't work for her either. That is when she told me that she was moving to [redacted] We do understand that she wants to be treated fairly but so do we. We did exactly what we said we would do. We ordered her furniture. We held it for her until she was ready. We have not tried to charge or any type of fee for leaving her furniture with us longer than agreed upon. From the first time I spoke with her, she has changed her reason for wanting to cancel every time I had a reasonable and honest rebuttal for why we've done nothing wrong. We are not trying to charge her any more money or get anything more form her. We are simply trying to get her the furniture she originally purchased, wanted, and put a deposit on to order it the way she wanted it. [redacted]Chuck's Furniture and Mattress
[redacted] purchased a mattress and box springs from Chuck's Furniture on July 9, 2016. We do not offer a Return program but a Comfort guarantee program. Several of our companies offer the customer a minimum of 90 days to try out their mattress. The customer’s have to try the mattress for a...
minimum of 30 days to give their bodies time to adjust to the mattress. If they are unhappy with the mattress they are able to exchange the mattress for a mattress of equal or greater value. The adjustable bases and any accessories are not part of the comfort trial with any company. [redacted] was informed of this policy when she first called in about not liking her mattress. She informed us she had already purchased another mattress from another store and did not want to exchange the mattress with us. We informed her there was not an option to just return the mattress and pay the restocking fee, and that the adjustable bases were not exchangeable. We have been more than willing to work with the customer on the reselect. However, now she is getting to the end of her 100 Day Comfort Trial. Once, we are over the 100 days we are unable to offer the comfort trial for [redacted]. We would be more than willing to still honor the comfort trial as long as it is within this time frame. Her mattress was delivered on July 27, 2016 and she has until October 27, 2016 to reselect for the comfort trial.
To Whom it May Concern: Customer [redacted] purchased a Gat Creek bedroom set that we show on the floor. The customer purchased a Queen Bed with Storage, a nightstand, and a dresser on May 12,2015. They purchased the set exactly as we have shown on our floor, minus the mirror. Their sales...
representative told them we would mark the one on the floor sold to them in case their special order did not arrive within the time frame they needed. We have never shown the matching chest on our floor. The customer called in and stated that where they were placing the piece now the dresser would not fit and that they now need the chest. Against our normal policy, the owners agreed to allow them to exchange out their dresser for the matching chest for a difference of $435. The customer then called back on October 20, 2015 and at this time said that the dresser was supposed to be a chest. We have tried and are trying to work with the customer on this. This is a special order the customer placed and we have no way to send it back to the company. We are willing to work with them on exchanging this out. We look forward to getting this situation resolved for the customer. Thanks!
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint I[redacted] and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]