Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear belowI read the response from Cincinnati OverstockI never received a gift card of any kind from themOnce again, this just shows the incompetence of their employees or they are outright lairs in my opinionWhen I did pick up my sofa and head board piece, the same people who broke it to begin with, was working on the docks loading furniture on the truck that was supposedly broken downThe same people who I was told was no longer working thereNo shocker there really, with all the BS that they said to meI feel very dissatisfied with the way they handled the situationEspecially now that they claim to have sent me a gift card and I haven't received anything but problems from themI have bought more furniture there, only because they do have good furnitureI did not have them deliver itThey weren't going to cheat me again out of a service that was never provided correctlyI picked the furniture up and put it together myselfI still had to argue with them about when it was suppose to be ready for my pickupThey have very poor customer service and their delivery and warehouse practices are a jokeI just don't understand how they can lie to you stating that they sent me something and get away with not doing itI am a very dissatisfied customer when it comes to their delivery practicesI suggest people use great caution when dealing with this company
Regards,
*** ***
This customer purchased furniture from Cincinnati Overstock on 5/8/2016. At that time he had selected to pick his furniture up...
from our warehouse when it arrived. Once his order came in, he went to pickup on 6/1/2016. At the time of pickup we have all customers obtain a packing slip. This packing slip contains the customer’s order information as well as the following lines which the customer is required to initial and sign at the bottom. We ask that all customers inspect their items fully before signing these blocks. ___________ I hereby agree that all items listed on this receipt have been thoroughly inspected by myself and I have received the correct items as listed on this receipt in mint condition without defect or damage. I agree any discrepancies, incorrect items, defects, or damage discovered after I have transported any items from Cincinnati Overstock Warehouse is solely my own responsibility, and I will NOT hold Cincinnati Overstock Warehouse liable for their replacement or credit. �...⇄ ___________I have personally inspected, loaded and secured all furniture, and / or mattress with my own fastening equipment and Cincinnati Overstock Warehouse will not be held liable for any damage or injury caused by theses items coming free from my vehicle. ...⇄ ___________ A decision on my own NOT to thoroughly inspect or examine completely all the items listed above before transporting any product does not free me of any personal responsibility. The customer initialed and signed each block that he had inspected his furniture at time of pickup. He then contacted us in regards to the damage to the footboard on 6/2/2016. Our warranty manager then placed an order for the replacement footboard. He wanted to have this delivered, but since he was originally a pickup, he was told he would have to bring back the other and pickup again because at the time he signed that all items were correct and in working order. He was unhappy with this and we were willing to decrease the delivery charge from $95.00 to $75.00 to try and help him. He was not happy with this charge and asked that we speak to someone who can waive that. After discussion with the delivery manager, she gave us the approval to deliver this to him at no cost and pickup the damaged item. I spoke with the customer today and we will be doing the exchange on 6/23.
Actually the customer told us he was suing us and hung up on us. We have no idea what happened between him and [redacted] Furniture Service. We have no problem helping Mr "G" in any way possible within the guidelines set by his warranty.
Customer originally had a sectional on their order (item #1), but were...
charged incorrectly. We contacted the customer over this matter and they decided to cancel the sectional. We offered other options, but customer asked to receive a refund. We issued the credit to their credit card. Customer was fully aware of the situation and a refund of $3,321.08 was sent back to them within four days of their purchase on 1/31/2016.
Customer also purchased a rug 1/31/2016 , but it was discontinued in the size they originally requested. One of our representatives called the customer and left a voicemail relaying this information and offering the sizes that the rug could be ordered in. We received no response, but tried again a few days later. We again left a voicemail with the customer, but received no response. These particular rugs are drop shipped to the customer's home and we wanted to make sure the customer was willing to take a different size before we sent him anything. On 3/4/2016 we cancelled the order due to a dispute on their credit card and refunded them in full. The rug is item #2 on customer's complaint.
The table and barstools (#3 and #4) that the customer purchased on ticket [redacted] on 1/31/2016 came in on time and without any issue. Since we had received no feedback from the customer regarding the rug, we proceeded with his order as usual. We placed him with our contracted delivery team who contacted him to set up a delivery date for the table set. He confirmed a delivery date with them and a delivery was attempted. Customer refused delivery due to the missing rug. Customer filed a dispute on his credit card, and was refunded everything besides a 25% restocking fee for the table and barstools and the delivery fee for the attempted delivery that the customer verbally confirmed.
[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 ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]
We have customers that order thing and have certain preferences that aren't their favorite about the items they purchase, all the time. For instance, " I love the sofa, I just wish the arms were a little different." Sometimes this doesn't keep people from buying. There is a huge...
difference in telling us that something is not your favorite quality and "PLEASE CANCEL MY ORDER." This piece was ordered in for the customer specifically and is not a predominate selling color for this item. As the customer stated, our policies are not only clearly marked on our receipts but also in our store on banners. There was plenty of time to have made the decision to cancel before the piece actually shipped, however, we WILL refund the additional $122 to the customer and wish her well in the future.
Customer has been contacted and apologized to by both the manager of the Customer Service department as well as the offending representative. This issue has been reviewed and the customer service agent has met with the General Manager of the company as well as his Customer Service Manager. He has...
been re-trained in this area and this will no longer be an issue with future customers. This customer has the direct line to our Customer Service Manager and she has been notified to call if there is are any problems whatsoever. She has also been given the information to resolve any issues regarding the blemishes on her items.
This issue has been resolved with this customer. We have apologized to this customer and have ordered her a brand new table that is the exact same as the scratch and dent table that she purchased, for the scratch and dent price. We will...
also be delivering out the table for no extra charge. In addition to the new table and free delivery we have sent out a $50 gift card with the sincerest apologizes for any miscommunication that may have occurred because of this error. We strive to meet all of our customers furniture needs, and are not always able to do so. In this case we have been able to resolve our customers issue, and hope that they are more than satisfied.
provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it. If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply. Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]
[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 ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]
Issue#1: This customer originally purchased on Thursday
1/31. When the rug was purchased, they
had selected a size of 8x11. On Monday
2/4 the rug order was placed by the ordering manager, as all orders are
processed on Mondays, and she discovered that this rug was no longer available
in that size and that customer service would need to contact the customer. An attempt was made that same day to call the
customer in regards to the rug, they did not answer and a voicemail was
left. Another attempt was made to call
the customer on 2/8 and again, they did not answer and a voicemail was
left. On 2/16 our ordering manager
stepped in to have us contact them again.
They were called on 2/17 and another voicemail was left. We left 3 voicemails and did not receive a
call back in regards to what they wanted to do with the rug. While the customer did visit the store on
2/18, they did not specify what action they wanted to take in regards to the
rug that was not available. The customer
was to return to the store or to call customer service. According to the delivery company, a delivery
date was confirmed and the customer refused the delivery at the time of
arrival. Had the customer not confirmed
that time, the delivery would have been cancelled.
Issue#2: I have
attached a copy of the signed invoices along with the signed policies and
procedures where it states that “ALL SALES ARE FINAL” and a 25% restocking fee
will be charged to any approved cancellation.
Issue#3: There has
been no breech of contract on part of the company. The rug was unavailable in their size and it
was refunded in full for the rug on 3/4.
The sofa that they had purchased was written up at an incorrect price
and the sales representative called them in regards to this and refunded them
in full for that as well. At no point in
time did the customer inform us about wanting to cancel the table. It was ordered specifically for this customer
and as stated in policies and procedures, all sales are final but in special
circumstances we allow cancellation, but the restocking fee will be
applied. They were also not refunded
their delivery fee because a delivery attempt was made and the customer refused
the service.
I would like to apologize for the delay in our response. Our warranty department has since responded to your claim. We have are hoping that the option to return the desk to...
our warehouse for a complete repair will be satisfactory.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.
Regards,
[redacted]
This response is not correct. Never was delivery not an option. The invoices show the first where delivery was not on because the sales representative said it was free. The 2nd invoice we graciously accepted a mistake was made and let them add the delivery charge. We could have rejected that charge but took into consideration the rep was new. This has been used to reject our claim (so much for being nice about a mistake). Everything in the response is not correct. The corporate representative obviously thinks it is ok to give wrong information-not to deliver on time-and to twist information that was accepted as a mistake to make their claim look good. I am only asking for $95.00. I could have asked for more. I anxiously await the response. I hope the company does the right thing as I did upon accepting the excuse of new customer service representative. I could have yelled and screamed like alot of people do. I chose the high road it was a mistake. I donated the rest of my furniture the day it was supposed to be delivered. This left me with no furniture until delivery. A company with good customer service would do the proper thing and refund.
The customer service representative named [redacted] in Lexington is absolutely pleasant to work with and she is very helpful with any information asked of her.
We received the new table today, but have not - nor do we expect a g.c. The table was the only thing requested, and we appreciate the District Manager getting the issue resolved. I do hope they offer lessons in customer service their employees.
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]
This customer is a warranty issue that has functioning pieces in their home. We have the pieces to replace their damaged items, and while it is not convenient for them, we did recently have problems with our delivery truck. We gave the...
customer the choice to pick up the replacement items if they did not want to wait for them to be switched out by our delivery team, and the customer chose to do this. They ended up going to the store to switch out their headboard for the replacement as well as getting their sofa exchanged for an undamaged one. We have tried to make the customer happy as best we could and sent a gift card, but it was not in our power to get the delivery done as quickly as the customer had wanted.
Customer originally purchased a mattress from us in 2013. Several months after the purchase, the customer reported issues regarding the mattress's comfort. The manufacturer sent us a replacement in exchange for the faulty one. Two months ago (December 2015), customer contacted us regarding the comfort of the replacement mattress. We reached out to the manufacturer and requested a replacement. The manufacturer was only able to issue a credit of $164.65 in exchange for the mattress he had had in his possession for over a year as long as it met all the requirements; no stains, rips, etc. We were able to find a new mattress for customer to apply the credit towards and added additional discounts. Since the mattress was in-stock, we immediately sent his information to our delivery department to deliver mattress and pickup the one he was credited for. Due to the nature of this delivery we had to use our in-house team which took a longer time than the customer was willing to wait. He filed a dispute which put the process at a standstill. We requested that the dispute be lifted so we could deliver his item, but customer was unwilling to do so. When our office received this dispute, we allowed it to go through without rebuttal. Customer's order was cancelled and he received all of his money back sans the $164.65 credit. This credit is still available to him as long as he is able to return the mattress in his possession in pristine condition. Rather than force the customer to purchase with us again, we are willing to give this credit to him towards another mattress he might find through a different company.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear belowI read the response from Cincinnati OverstockI never received a gift card of any kind from themOnce again, this just shows the incompetence of their employees or they are outright lairs in my opinionWhen I did pick up my sofa and head board piece, the same people who broke it to begin with, was working on the docks loading furniture on the truck that was supposedly broken downThe same people who I was told was no longer working thereNo shocker there really, with all the BS that they said to meI feel very dissatisfied with the way they handled the situationEspecially now that they claim to have sent me a gift card and I haven't received anything but problems from themI have bought more furniture there, only because they do have good furnitureI did not have them deliver itThey weren't going to cheat me again out of a service that was never provided correctlyI picked the furniture up and put it together myselfI still had to argue with them about when it was suppose to be ready for my pickupThey have very poor customer service and their delivery and warehouse practices are a jokeI just don't understand how they can lie to you stating that they sent me something and get away with not doing itI am a very dissatisfied customer when it comes to their delivery practicesI suggest people use great caution when dealing with this company
Regards,
*** ***
This customer purchased furniture from Cincinnati Overstock on 5/8/2016. At that time he had selected to pick his furniture up...
from our warehouse when it arrived. Once his order came in, he went to pickup on 6/1/2016. At the time of pickup we have all customers obtain a packing slip. This packing slip contains the customer’s order information as well as the following lines which the customer is required to initial and sign at the bottom. We ask that all customers inspect their items fully before signing these blocks. ___________ I hereby agree that all items listed on this receipt have been thoroughly inspected by myself and I have received the correct items as listed on this receipt in mint condition without defect or damage. I agree any discrepancies, incorrect items, defects, or damage discovered after I have transported any items from Cincinnati Overstock Warehouse is solely my own responsibility, and I will NOT hold Cincinnati Overstock Warehouse liable for their replacement or credit. �...⇄ ___________I have personally inspected, loaded and secured all furniture, and / or mattress with my own fastening equipment and Cincinnati Overstock Warehouse will not be held liable for any damage or injury caused by theses items coming free from my vehicle. ...⇄ ___________ A decision on my own NOT to thoroughly inspect or examine completely all the items listed above before transporting any product does not free me of any personal responsibility. The customer initialed and signed each block that he had inspected his furniture at time of pickup. He then contacted us in regards to the damage to the footboard on 6/2/2016. Our warranty manager then placed an order for the replacement footboard. He wanted to have this delivered, but since he was originally a pickup, he was told he would have to bring back the other and pickup again because at the time he signed that all items were correct and in working order. He was unhappy with this and we were willing to decrease the delivery charge from $95.00 to $75.00 to try and help him. He was not happy with this charge and asked that we speak to someone who can waive that. After discussion with the delivery manager, she gave us the approval to deliver this to him at no cost and pickup the damaged item. I spoke with the customer today and we will be doing the exchange on 6/23.
Actually the customer told us he was suing us and hung up on us. We have no idea what happened between him and [redacted] Furniture Service. We have no problem helping Mr "G" in any way possible within the guidelines set by his warranty.
Customer originally had a sectional on their order (item #1), but were...
charged incorrectly. We contacted the customer over this matter and they decided to cancel the sectional. We offered other options, but customer asked to receive a refund. We issued the credit to their credit card. Customer was fully aware of the situation and a refund of $3,321.08 was sent back to them within four days of their purchase on 1/31/2016.
Customer also purchased a rug 1/31/2016 , but it was discontinued in the size they originally requested. One of our representatives called the customer and left a voicemail relaying this information and offering the sizes that the rug could be ordered in. We received no response, but tried again a few days later. We again left a voicemail with the customer, but received no response. These particular rugs are drop shipped to the customer's home and we wanted to make sure the customer was willing to take a different size before we sent him anything. On 3/4/2016 we cancelled the order due to a dispute on their credit card and refunded them in full. The rug is item #2 on customer's complaint.
The table and barstools (#3 and #4) that the customer purchased on ticket [redacted] on 1/31/2016 came in on time and without any issue. Since we had received no feedback from the customer regarding the rug, we proceeded with his order as usual. We placed him with our contracted delivery team who contacted him to set up a delivery date for the table set. He confirmed a delivery date with them and a delivery was attempted. Customer refused delivery due to the missing rug. Customer filed a dispute on his credit card, and was refunded everything besides a 25% restocking fee for the table and barstools and the delivery fee for the attempted delivery that the customer verbally confirmed.
[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 ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]
We have customers that order thing and have certain preferences that aren't their favorite about the items they purchase, all the time. For instance, " I love the sofa, I just wish the arms were a little different." Sometimes this doesn't keep people from buying. There is a huge...
difference in telling us that something is not your favorite quality and "PLEASE CANCEL MY ORDER." This piece was ordered in for the customer specifically and is not a predominate selling color for this item. As the customer stated, our policies are not only clearly marked on our receipts but also in our store on banners. There was plenty of time to have made the decision to cancel before the piece actually shipped, however, we WILL refund the additional $122 to the customer and wish her well in the future.
Thanks,
Cincinnati Overstock
Our schedule shows that you are scheduled for repair Monday 3/16/15.
Thanks
Customer has been contacted and apologized to by both the manager of the Customer Service department as well as the offending representative. This issue has been reviewed and the customer service agent has met with the General Manager of the company as well as his Customer Service Manager. He has...
been re-trained in this area and this will no longer be an issue with future customers. This customer has the direct line to our Customer Service Manager and she has been notified to call if there is are any problems whatsoever. She has also been given the information to resolve any issues regarding the blemishes on her items.
This issue has been resolved with this customer. We have apologized to this customer and have ordered her a brand new table that is the exact same as the scratch and dent table that she purchased, for the scratch and dent price. We will...
also be delivering out the table for no extra charge. In addition to the new table and free delivery we have sent out a $50 gift card with the sincerest apologizes for any miscommunication that may have occurred because of this error. We strive to meet all of our customers furniture needs, and are not always able to do so. In this case we have been able to resolve our customers issue, and hope that they are more than satisfied.
[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. If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply. Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]
[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 ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]
Issue#1: This customer originally purchased on Thursday
1/31. When the rug was purchased, they
had selected a size of 8x11. On Monday
2/4 the rug order was placed by the ordering manager, as all orders are
processed on Mondays, and she discovered that this rug was no longer available
in that size and that customer service would need to contact the customer. An attempt was made that same day to call the
customer in regards to the rug, they did not answer and a voicemail was
left. Another attempt was made to call
the customer on 2/8 and again, they did not answer and a voicemail was
left. On 2/16 our ordering manager
stepped in to have us contact them again.
They were called on 2/17 and another voicemail was left. We left 3 voicemails and did not receive a
call back in regards to what they wanted to do with the rug. While the customer did visit the store on
2/18, they did not specify what action they wanted to take in regards to the
rug that was not available. The customer
was to return to the store or to call customer service. According to the delivery company, a delivery
date was confirmed and the customer refused the delivery at the time of
arrival. Had the customer not confirmed
that time, the delivery would have been cancelled.
Issue#2: I have
attached a copy of the signed invoices along with the signed policies and
procedures where it states that “ALL SALES ARE FINAL” and a 25% restocking fee
will be charged to any approved cancellation.
Issue#3: There has
been no breech of contract on part of the company. The rug was unavailable in their size and it
was refunded in full for the rug on 3/4.
The sofa that they had purchased was written up at an incorrect price
and the sales representative called them in regards to this and refunded them
in full for that as well. At no point in
time did the customer inform us about wanting to cancel the table. It was ordered specifically for this customer
and as stated in policies and procedures, all sales are final but in special
circumstances we allow cancellation, but the restocking fee will be
applied. They were also not refunded
their delivery fee because a delivery attempt was made and the customer refused
the service.
I would like to apologize for the delay in our response. Our warranty department has since responded to your claim. We have are hoping that the option to return the desk to...
our warehouse for a complete repair will be satisfactory.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.
Regards,
[redacted]
This response is not correct. Never was delivery not an option. The invoices show the first where delivery was not on because the sales representative said it was free. The 2nd invoice we graciously accepted a mistake was made and let them add the delivery charge. We could have rejected that charge but took into consideration the rep was new. This has been used to reject our claim (so much for being nice about a mistake). Everything in the response is not correct. The corporate representative obviously thinks it is ok to give wrong information-not to deliver on time-and to twist information that was accepted as a mistake to make their claim look good. I am only asking for $95.00. I could have asked for more. I anxiously await the response. I hope the company does the right thing as I did upon accepting the excuse of new customer service representative. I could have yelled and screamed like alot of people do. I chose the high road it was a mistake. I donated the rest of my furniture the day it was supposed to be delivered. This left me with no furniture until delivery. A company with good customer service would do the proper thing and refund.
This is not a warranty issue. Please contact [redacted] Furniture Service.
We were able to contact and schedule a delivery for this customer. Customer's recliner was delivered 12/23.
The customer service representative named [redacted] in Lexington is absolutely pleasant to work with and she is very helpful with any information asked of her.
We received the new table today, but have not - nor do we expect a g.c. The table was the only thing requested, and we appreciate the District Manager getting the issue resolved. I do hope they offer lessons in customer service their employees.
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]
This customer is a warranty issue that has functioning pieces in their home. We have the pieces to replace their damaged items, and while it is not convenient for them, we did recently have problems with our delivery truck. We gave the...
customer the choice to pick up the replacement items if they did not want to wait for them to be switched out by our delivery team, and the customer chose to do this. They ended up going to the store to switch out their headboard for the replacement as well as getting their sofa exchanged for an undamaged one. We have tried to make the customer happy as best we could and sent a gift card, but it was not in our power to get the delivery done as quickly as the customer had wanted.
Customer originally purchased a mattress from us in 2013. Several months after the purchase, the customer reported issues regarding the mattress's comfort. The manufacturer sent us a replacement in exchange for the faulty one. Two months ago (December 2015), customer contacted us regarding the comfort of the replacement mattress. We reached out to the manufacturer and requested a replacement. The manufacturer was only able to issue a credit of $164.65 in exchange for the mattress he had had in his possession for over a year as long as it met all the requirements; no stains, rips, etc. We were able to find a new mattress for customer to apply the credit towards and added additional discounts. Since the mattress was in-stock, we immediately sent his information to our delivery department to deliver mattress and pickup the one he was credited for. Due to the nature of this delivery we had to use our in-house team which took a longer time than the customer was willing to wait. He filed a dispute which put the process at a standstill. We requested that the dispute be lifted so we could deliver his item, but customer was unwilling to do so. When our office received this dispute, we allowed it to go through without rebuttal. Customer's order was cancelled and he received all of his money back sans the $164.65 credit. This credit is still available to him as long as he is able to return the mattress in his possession in pristine condition. Rather than force the customer to purchase with us again, we are willing to give this credit to him towards another mattress he might find through a different company.