Customer has been contacted and repairs have begun to fix the damages. Customer has also been contacted by customer service and is happy with the resolution.
This response is in reference to complaint #[redacted] for Ms. [redacted].
This customer placed an order for a [redacted] Dresser in April of 2015. At the time we were expecting a container to arrive from the manufacturer within 12 weeks, which was the ETA that she was given....
At the time of purchase the customer put down $127.00 in order for us to order the piece for her. She then came in one month later and paid $55.17 towards the balance on 5/4/2015. The last payment she made was on 7/11/2015 for $50.00 and the total paid was $232.17 but the price of the item plus delivery was $382.17, leaving a balance of $150.00. She had called customer service to find out where the item was, and according to the information we had, we were expecting this container in by July 2015. There was a delay in the container coming from overseas and it ended up taking nearly 8 months for this container full of the 2180 [redacted] items to arrive. This was something we were never made aware of by the company so each time we looked, it appeared as though it would be coming in the next month.
Each time the customer called, she was told it would be in next month because that is the available information we were showing from the manufacturer. When she came into the store in January 2016, she had mentioned that she wanted to cancel. Per our policies and procedures, all sales are final and a 25% restocking fee does apply to any approved cancellations. Being that this was an extenuating circumstance, the fee could have been waived, but the store clerk was not aware of the full situation which is why it was mentioned that the fee would apply. We then had a customer service manager contact her to explain the situation. She was offered the opportunity to cancel with no restocking fee, but she mentioned that she already has the bedroom set and since it was in, she would like to keep it. The general manager approved a free delivery for this item. We let her know that it was now in stock and the GM said we would deliver it for free. We left her a message to call and receive her refunded delivery fee which was $60.00 + $4.20 tax, totaling $64.20 for the refund. We have since created her a new ticket and reserved the dresser for her and are awaiting her response as to when she would like this item delivered.
Revdex.com:I just want to be clear I read the company's response and they are wrong, we were never notified that the mattress wasn't in, it was me who kept calling and contacting them, they never willing contacted us until the damaged mattress couldn't be delivered. I am confused about the original mattress being discounted, we were paying the price that was marked on the mattress on the sales floor, so I am a little confused about this comment. I was told the mattress was in on Friday but have yet to be contacted by delivery. Did they offer us a discount of $200 yes but to be quite honest not really happy with it, we have been inconvenienced since the beginning of December and here we are January 11th and still no mattress to sleep on, but I guess we are stuck, just feel management could handle things better.
I would like to say that Jess did everything she could to assist us and there was another customer service person who really tried to help, I was extremely disappointed in the Management team. There is only so much a salesperson or customer service person can do.
Regards,
[redacted]
The customers purchase is out of warranty. It had a 1 year manufacturers warranty for the outside of the product. It was purchased over a year ago.
Revdex.com[redacted]
[redacted]
[redacted] ** [redacted]
Dear [redacted]
This message is in regard to your concerns submitted on 1/14/2015 12:00:00 AM against Cincinnati Overstock, LLC. Your complaint was assigned ID [redacted]. We received the business's response to your concerns, and you can find the contents of the message below or attached.
To assist us in bringing this matter to a close, we would like to know your view on the matter.
* Has the company addressed the issues of this dispute?
* If not, why?
* Has the company met the agreement they outlined in their response?
Please submit your thoughts via online system, fax or mail within 7 days.
The text of your complaint may be publicly posted on Revdex.com's web site (Revdex.com reserves the right to not post in accordance with Revdex.com policy). Please do not include any personally identifiable information when you tell us about your problem or in your desired outcome. By submitting your complaint, you are representing that it is a truthful account of your experience with the business. Revdex.com may edit your complaint to protect privacy rights and to remove inappropriate language.
Your complaint will be made part of the company's Revdex.com Business Review. If we don't hear from you, your complaint will be reflected as "resolved." Should you have any questions or further concerns, please do not hesitate to contact us. We would be glad to assist you.
Regards,[redacted] Marketplace Resource Consultant [redacted]
[redacted]
MESSAGE FROM BUSINESS:
The customers purchase is out of warranty. It had a 1 year manufacturers warranty for the outside of the product. It was purchased over a year ago.
Revdex.com[redacted]
[redacted]
[redacted]
[redacted] ** [redacted]
Dear [redacted]: This message is regarding complaint ID [redacted] submitted to Revdex.com about your business on 1/14/2015 12:00:00 AM by [redacted] .
Since your customer has not submitted any comments to that response, we will assume that this matter has been resolved and will close this case accordingly. We may reopen this case if your customer contacts us at a later date with additional concerns.
In addition to complaint information, Revdex.com Business Reviews also include basic background information about businesses. This data is used to calculate a letter grade rating for your business. This may be a good time to update your information by visiting us online at Revdex.com.org/cincinnati/join/.
Thank you for your cooperation in this matter and for your support of our self-regulatory goal.
Regards,[redacted] Marketplace Resource Consultant [redacted]
According to our records, all information previously
provided is documented and correct. Each
time a sales representative or customer service representative speaks to the
customer, it is time stamped and written down by the person who spoke to the
customer. These customers did receive a
4% discount and I have attached proof of their invoice with all personal
information blocked out. I have also
included a copy of their original, signed invoice which shows no delivery fee
was paid at the time of purchase and the customer signed that all information
on the invoice was correct. The customer
added delivery on 3/4 when they made a payment toward the balance. On 3/21 all items were in and the customer
was notified via phone voicemail that the order was in. They paid the balance on 3/22 and were
informed at that time that they would receive a call from delivery within 48
hours. This is something that the store
managers assure all employees are trained on whether they are new or have been
with our company a long time. Sales
representatives are unable to provide any delivery date information because all
deliveries are arranged through our delivery manager. When someone pays off their balance, their
information populates on a list. Their
balance was paid on 3/22 and they received a call that same day according to
the notes on the account. The customer
paid the balance and then came in the next day upset because they received
their call from delivery already, well within the 48 hours, and were told it
would be 2 week. This was with the
contracted delivery company. The
customer was highly upset because they had already gotten rid of their
furniture before hearing from delivery.
They were then delivered on 3/31.
Originally they had been scheduled for 3/30 but the driver notified them
it would be late, and then notified them again that it would be first thing in
the morning. When the customer went into
the store on 3/31 after delivery, one of the representatives called in to
customer service. It was not the store
manager who they spoke to which is why the representative had to call customer
service. The customer service manager
informed the representative that there had been a Revdex.com complaint filed and the
store was no longer authorized to make decisions on the account because Revdex.com
complaints are handled at corporate office.
At no time was she told not to communicate with them. It was at this same visit that they mentioned
damage to the items and she told them they had 48 hours to report the damage to
warranty. At this time, the warranty
email was [email protected],
however, unfortunately there was an issue with that address and emails were not
all coming through. They were given the
proper email information on 4/4 and since that was processed, the items needed
have been ordered from the manufacturer.
The furniture will be fixed, but again, the delivery fee will not be
refunded as it was delivered out to the customer and therefore the delivery
charge is correct.
My wife and I just recently purchased a larger home and we are in the market for a sectional for our living room. We had looked at [redacted] Furniture and [redacted] Home Furniture, sure we had seen things we liked but the total package just wasn't there. We had been previously to the Cincinnati Overstock warehouse to browse when it was previously located near the airport off of [redacted]. So when we heard they had moved to nearby [redacted] off of [redacted] in Florence we were ecstatic. We decided to go in there on Sunday to see what kind of deals we could get for a sectional and ottoman. We were immediately greeted by the General Manager and was very comfortable explaining what we were looking for. She allowed us time to browse at our own pace while showing us a few floor models. The customer service was top notch overall. Plus the price on the same model of sectional we decided on was at least 300-400 more at [redacted] Furniture. We will definitely purchase from this store again, and recommend this place to our friends!
Bureau:
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. For your reference, details of the offer I reviewed appear below.
I have called three times, trying to get my money back and I have received 3 different prices that they would give me back. Not to mention that they leave you on hold for over 30 min.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]
We called and spoke to customer 1/13/2016 and have offered a $50 refund in place of a gift card. He accepted and will be refunded $50 towards his current purchase.
Fri, Aug 26, 2016 at 1:52 PMSubject: Additional information regarding complaint by [redacted] vs Cincinnati Overstock.comTo: [redacted]On August 24th I received a call from a Rep. She advised that she had some options for me; 1) keep...
the couch I have and receive $175 2) bring the couch back and they would give me a $150 and after inspection and confirmation that there was no damage they would then order the couch I paid for, so it would be about 1 to 3 weeks to get a couch. 3) they would pick up the wrong couch at no charge and after they determine that it is not damaged they would order the couch I paid for and again it would be 1 to 3 weeks. I informed them that I not satisfied with those options, that I didn't feel as though I should have to be without a couch for 1 to 3 weeks, when I had no fault in this situation. I explained that I expected that the solution offered by the first customer service rep. that I had spoken to on August 6 should have taken place and that it had been 3 weeks with no resolve. I then advised that if a solution couldn't be reached I would allow them to pick up all of the furniture and provide me with a complete refund, to which the rep, explained that she would have go call me back.Some time later that day I received another call from the rep. She again explained the options that were previously given above. She advised that I was being unreasonable. She stated that she had however gotten authorization to pick up both pieces and provide a refund. I told her that I needed to discuss this situation with my wife and that I would call her back. A short time later I called the customer service rep. back and requested to speak with her boss. That representative offered no additional remedy and told me that I was not going to get my way. She advised that this situation was my fault because I could have inspected the items prior to leaving the warehouse. She then advised that if a resolution wasn't reached this day that they were going to close the case and I was just going to keep the furniture that I have. I told her that I was planning an event to occur at my residence on August 27, 2016 and needed my furniture therefore I preferred to work out a solution. I then offered to take a floor model, which was located at the Florence, KY store, if they could deliver it on Aug. 26, 2016. I did advise that an exception to that would be as long as there was no damage to that sofa. She then advised that if they delivered that sofa I would have to accept it, even if it were damaged. I then express that that was not a solution so I agreed to travel to the Florence, KY store that evening to inspect that sofa for damage to resolve the situation. On the evening of August 24, 2016 I responded to the Florence, KY store and made contact with a store manager. She advised that the couch had been removed from the sales floor and escorted my wife and I to the back room to inspect it. We completed an inspection of the couch which was determined to be satisfactory. I asked the manager and another employee if we would receive the full warranties on the couch, to which she said yes. She then explained the warranties as 1 year on the fabric, 2 years on the mechanical components, and 10 years of the frame. I informed them that we would accept the couch and confirmed that they would be delivering it on August 26, 2016. The manager advised that someone would call me later that evening to confirm the delivery.On the morning of August 25, 2016 I had not received a call so I again called the customer service dept. I was advised that a delivery and pickup was scheduled for August 26, 2016 and that someone would be contacting me at a later time to provide a two hour window. Later that day I received a call from a rep. advising that the scheduled time for deliver was August 26, 2016 between 6 P.M. and 8 P.M. I told her that I had previously explained that I was planning an event for Aug. 27 and that I had plans for the evening hours of Aug. 26. I asked her if there was any way to have this delivered at an earlier time, to which she advised that she would have to contact me back. A short time later I contacted the rep. back and advised her that we cancelled our evening plans for Aug. 26 so that we could get this situation resolved. Delivery was confirmed for August 26, 2016 between 6 P.M. and 8 P.M.On August 26, 2016, at around 11 A.M., I received a call from the rep again. She stated that she wanted to confirm the delivery date and time. She then stated that she just wanted to let me know that since the couch was a floor model I would not be receiving any warranties with it. I then told her that I was not going to agree to that solution and that I wanted them to pick up their furniture and to provide me with a full refund at the time of the pick up. As of 1:30 P.M. on this date I have not heard back from themI don't know what to do at this point and could really use your help.Thanks for taking the time to review this.Sincerely,[redacted]
On the customer's original order, the chosen mattress was at an already discounted price. Once we realized this mattress was not available we notified the customer and...
due to the inconvenience this situation caused, we offered to upgrade to a higher quality mattress at the same sale price -discounting the mattress $194.00. When this mattress arrived from the manufacturer it was damaged. Rather than deliver this out to the customer, we immediately re-ordered the mattress. A $200.00 discount was offered on top of the already discounted ticket. A hold was also put in place till mattress arrived so customer would not be paying on items that they had not received. The upgraded mattress has since come in to our warehouse in desirable condition for delivery. We have notified the customer of the mattress's arrival and are attempting to get them scheduled for delivery.
My wife and I had been looking everywhere to find a mattress that would work. From store after store and warehouse after warehouse we could not find what we needed and struggled to find knowledge sales reps truly focused on our best interests. Thankfully, we are so glad to say that we discovered Cincinnati Overstock. They listened to exactly what we needed and helped us find the perfect mattress among an extremely large selection. Not only did we find the best price by going through them, but our product arrived ahead of schedule and exactly as described. We are now going to go through Cincinnati Overstock any chance we get going forward.
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. For your reference, details of the offer I reviewed appear below.
I do not believe that anyone at Cincinnati Overstock Warehouse has made any effort to contact us to schedule delivery. We have an answering machine, and no messages were ever left. We have checked our missed calls list, and there is no call from Cincinnati Overstock Warehouse listed. My husband is at home most of the day, so I know for a fact that no one from Cincinnati Overstock Warehouse even lifted a finger to contact us.
Someone on this delivery team is not being truthful about their alleged attempts to contact us. If you don't want to do the job you promised to do, why don't you just give us a refund and admit you don't care about your customers? We'd be more than happy to take our business elsewhere.
As for your statement that I should come and pick it up: I have a heart condition and there's no way I can carry a heavy chair up two flights of stairs. So I have no choice but to wait for what is clearly an unreliable and disorganized delivery team who lie about their lack of effort and won't even be accountable for their failure to follow up with me in a timely manner.
Again, I emailed Cincinnati Overstock Warehouse on December 15, and that's when the item arrived at the warehouse. It wouldn't have killed anyone to contact me and let arrange a delivery date and time, As it is, you have an extremely unhappy customer who has initiated a petition on [redacted] to alert the [redacted] about Cincinnati Overstock Warehouse's misrepresentations of their service and delivery times.
Regards,
[redacted]
We offered the customer a refund for the ottoman because of the delay from the manufacturer. We also would have brought the ottoman to the customer for free as long as she lived in our delivery area. She is welcome to still have either of those options.
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. For your reference, details of the offer I reviewed appear below.The response from the seller is completely unacceptable.
Seller’s Exhibit 1:
These are the terms for the custom made sofa only, due to the nature of custom built furniture. This what sales person Mr. David H[redacted] had explained at the store to me. If one pays close attention to the form, the form even denoted the details of the sofa whether it is a Left Arm sectional or a Right Arm sectional.
If these terms are truly the seller’s policy, why aren’t they being printed on every invoice? Why aren’t they being shown in their store? Exhibit 1 just demonstrates the seller’s perpetual habits of deceiving innocent customers.
Seller’s Exhibit 2:
The seller has once again proof that they have unilaterally altered the terms of the contract. Therefore, the contract has been breached by the seller. As a result of this action, the seller does NOT has any legal rights to charge for anything.
Seller’s Exhibit 3:
Once again, it demonstrate Cincinnati Overstock LLC. is a company lack of integrity, and due diligence.
Desired Resolutions:
Deliver the entire purchase or in full, terms /sequence /price / quantity /quality.
OR
Refund in full.
Cincinnati Overstock LLC. simply has no right to unilaterally alter the contract on the one hand, and perform only the part that charges the customer on the other, while completely ignoring its contractual stipulation.
Regards,
[redacted]
I walk into this little hole in the wall and approach an energetic "representative" of the store (no sales talent envolved). He gives me his elevator speech on how things work and sends me off to fend for myself unassisted- I can live with that. I pick out a table but it turns out that all of the chairs except 1 have been sold with another piece so I must scanvage through a furniture catalog to find something that "might" match. I finally pick a product and place my order for pick up. After placing my order and paying I am then told that it will take up to 3 WEEKS for the product to reach the store (that was coming from Cincinnati) and be available for pick up- I can live with that. 2 Days before the product is supposed to arrive I receive an email enforming me that 4 tables were mistakenly ordered rather than 4 chairs and it will be another 3 weeks before the chairs arrive. Now I've had enough, my fiance calls to complain and the best that they can do is to offer to deliver the chairs to my house at no additional charge. They have no idea when the product will arrive and can not schedule a delivery time or date. 6 WEEKS later (from my original order placing) 2 delivery guys arrive at my house with 2 boxes. I was NOT informed that the chairs would come unassembled. If I wanted a DIY project then I would have gone to [redacted]. The tactics and scemes used at this establishment are simply appalling. There is no direct line to the store available to avoid customer inquiries and the customer service representative is impatient, rude and unsympathetic. The delivery scheduler is rude and impatient. (I guess they think that it is odd for someone to want to know the date and time that a delivery will occur before the day of the delivery. BUYERS BEWARE!! If you choose to do business with this company GOOD LUCK to you and remember: Delivery scheduling is at the discretion of the company not the customer and assembley and customer service are not included. So if you need furniture for next year you'd better order it today!!!
This customer originally purchased from our Florence location on 2/27/2016. At that time they had spoken to the sales representative about adding delivery when the items were closer to arrival but did not have it on for now and they paid a portion of the order to get it placed. They were given an ETA of 3/19/16 or 2-3 weeks. They came back in on 3/4/2016 and made another payment. All of their items arrived on 3/21 and we called to inform them that it could be delivered once the balance was paid in full. They went into the store and paid the balance on 3/22/2016. Their information was sent to the delivery company the next day in order to set up a time of delivery. They communicated with the delivery company and the delivery was scheduled for 3/30/2016. The sales representative was questioned on this and he recalls telling them that delivery would start at $95.00, there is a note on the account from the date of purchase stating this. When they paid the balance they were informed that they should be contacted within 2 business days to set up a delivery. The delivery team had some delays because of the weather that day in the area and they were not able to make that delivery the evening promised. They did however offer to bring it out first thing the next morning. The customer says that they were misinformed, but per our policies and procedures and sales staff at the Florence location it was a matter of misunderstanding, not that they purposefully misinformed the customer. We cannot refund their delivery because they received the items from our contracted company and the delivery service was completed.
At the time of purchase, all customers are asked to provide us with a correct e-mail address (verified upon signing invoice and finalizing sale), which we use to contact them when their items are available for pickup. Attached is the e-mail sent to Ms. [redacted] at her verified e-mail address, on Friday, 4/8/2016 letting her know when and where her items were available to be picked up. No one from customer service had contacted the customer at this point, as this is not the procedure we follow for pickup notification, unless specifically requested by the customer and noted at time of purchase. We were very concerned by customer’s claim that she called us three days in a row and received no assistance so we pulled our phone records. We noted that the customer called in once on 4/21/2015 at 3:50pm, but was not immediately assisted. She waited on hold for customer service for five minutes and fourteen seconds before opting out of the cue line. On 4/23/2016 at 4:16pm the customer called in again and reached one of our customer service representatives. This representative made a note on the customer’s account that stated that the customer was calling in for information regarding her items, and that the customer would call back to schedule a pickup. Customer scheduled a pickup with another representative the next day, 4/24/2016 at 12:01pm. As we experience high call volumes, it is not always possible to get to every customer as quickly as we wish. We apologize that the first call was not answered, but we are glad she was able to reach us the second and third time she called. The customer certainly did not order flawed or damaged items, and we certainly did not intend to stick her with items that were flawed or damaged. We want to stress that we order ONLY new furniture from our manufacturers. At times, some furniture may have manufacturer's defects, which are covered by our company for up to 1 year from date of purchase by sending the claim through our warranty department. When customer sent us an e-mail with the pictures of the damages / defects (which have been included for reference), our warranty department ordered her a complete replacement for her cabinet and end table. The chairs were deemed repairable and a work order was sent to our repairman on 4/28/2016. We received no reports of the chairs remaining defective after repair nor did we receive any information regarding the cocktail table that was delivered out to the customer.We do our best to treat every customer with care and understanding, but we must follow the policies and procedures that are put in place for our company. These policies and procedures are signed by and given to every customer on the day of their purchase. We also provide them on our webpage. In this particular case, the customer wanted her items replaced immediately along with compensation. We were happy to give her a resolution, but the wait was very upsetting to her. As our company orders all of our furniture from other companies, it takes time to get replacements in, but this in no way means that we do not care or do not wish to provide customer service. When the customer is unhappy with the only options we are able to give her, there is very little that we can do.
We understand the concerns that the customer has expressed, but we stand by our response. We have an internal note system that is used to record every encounter a customer has with our company’s staff. These notes are time and date stamped at the time the customer is talked to either in store or over the phone. We have extensively reviewed the notes in regards to this customer’s encounter. Our sales staff cannot promise delivery dates or times as the delivery manager or the outside company schedules all deliveries. Typically we advise customers to hold onto their furniture until an actual delivery date is scheduled with the company. The store representatives have no access to the delivery information other than the internal notes saying when it was sent to delivery, they cannot schedule any deliveries. The notes are outlined below. (Some information has been removed so as to not put financial information out for the public.) The delivery was accepted and signed for and the fee will not be refunded because the delivery was completed. 12:28:36pm on 2/27/2016: A note depicting what delivery would cost if added at a later date, but that it was not added at this time 11:02:20pm on 3/4//2016: Customer added delivery in store and made payment 2:49:56pm on 3/21/2016: order has arrived, balance needs to be paid before delivery 09:21:46am on 3/22/2016: Contacted customer, received voicemail 11:56:53am on 3/22/2016: Customer paid balance in store, information will go over to delivery within 48hours 12:12:55pm on 3/23/2016: Customer went into store inquiring about delivery because they had to wait about 10 days for delivery from the company. Was told at this time that the store cannot schedule deliveries or promise times. Store contacted delivery manager 12:37:43pm on 3/23/2016: Sent to the delivery company 11:18:13am on 3/31/2016: Customer returned to store upset because his delivery had been delayed due to an issue with the delivery company. He was then given warranty information for some of the damages that he had with the furniture that he received. He was given correct warranty information for the claim of damage. At this point the customer had already filed a Revdex.com complaint about refunding delivery fee so the store was unable to help in regards to this matter. (At no point was the representative at the store told not to speak to the customer, the rep was informed that a Revdex.com complaint had been filed and any refunds would have to come from corporate office with approval after looking into the matter.) 4:35:17pm on 4/1/2016: Upon speaking to the delivery team and looking at the order file, delivery was completed and accepted with signature from the customer. They had received proper notification about the delay from the company and approved a later delivery. 11:49:04am on 4/4/2016: Customer unable to reach warranty, email sent to customer. 10:12:55am on 4/6/2016: parts ordered 4:36:54pm on 4/22/2016: Parts arrived at customer’s home 09:55:23am on 4/26/2016: Repair work order sent (this took a few days because warranty manager processes claims Tuesday-Friday and we did not receive the information until the end of the day on Friday.) 3:59:20pm on 4/26/2016: Customer went into the store to ask about the repair, was told a work order was sent
Customer was called on 1/13 and agreed upon a $50 refund to his credit card since a gift card was never received. He will be providing the store with the proper information and the refund will be applied at his convenience.
Customer has been contacted and repairs have begun to fix the damages. Customer has also been contacted by customer service and is happy with the resolution.
This response is in reference to complaint #[redacted] for Ms. [redacted].
This customer placed an order for a [redacted] Dresser in April of 2015. At the time we were expecting a container to arrive from the manufacturer within 12 weeks, which was the ETA that she was given....
At the time of purchase the customer put down $127.00 in order for us to order the piece for her. She then came in one month later and paid $55.17 towards the balance on 5/4/2015. The last payment she made was on 7/11/2015 for $50.00 and the total paid was $232.17 but the price of the item plus delivery was $382.17, leaving a balance of $150.00. She had called customer service to find out where the item was, and according to the information we had, we were expecting this container in by July 2015. There was a delay in the container coming from overseas and it ended up taking nearly 8 months for this container full of the 2180 [redacted] items to arrive. This was something we were never made aware of by the company so each time we looked, it appeared as though it would be coming in the next month.
Each time the customer called, she was told it would be in next month because that is the available information we were showing from the manufacturer. When she came into the store in January 2016, she had mentioned that she wanted to cancel. Per our policies and procedures, all sales are final and a 25% restocking fee does apply to any approved cancellations. Being that this was an extenuating circumstance, the fee could have been waived, but the store clerk was not aware of the full situation which is why it was mentioned that the fee would apply. We then had a customer service manager contact her to explain the situation. She was offered the opportunity to cancel with no restocking fee, but she mentioned that she already has the bedroom set and since it was in, she would like to keep it. The general manager approved a free delivery for this item. We let her know that it was now in stock and the GM said we would deliver it for free. We left her a message to call and receive her refunded delivery fee which was $60.00 + $4.20 tax, totaling $64.20 for the refund. We have since created her a new ticket and reserved the dresser for her and are awaiting her response as to when she would like this item delivered.
Revdex.com:I just want to be clear I read the company's response and they are wrong, we were never notified that the mattress wasn't in, it was me who kept calling and contacting them, they never willing contacted us until the damaged mattress couldn't be delivered. I am confused about the original mattress being discounted, we were paying the price that was marked on the mattress on the sales floor, so I am a little confused about this comment. I was told the mattress was in on Friday but have yet to be contacted by delivery. Did they offer us a discount of $200 yes but to be quite honest not really happy with it, we have been inconvenienced since the beginning of December and here we are January 11th and still no mattress to sleep on, but I guess we are stuck, just feel management could handle things better.
I would like to say that Jess did everything she could to assist us and there was another customer service person who really tried to help, I was extremely disappointed in the Management team. There is only so much a salesperson or customer service person can do.
Regards,
[redacted]
The customers purchase is out of warranty. It had a 1 year manufacturers warranty for the outside of the product. It was purchased over a year ago.
Revdex.com[redacted]
[redacted]
[redacted] ** [redacted]
Dear [redacted]
This message is in regard to your concerns submitted on 1/14/2015 12:00:00 AM against Cincinnati Overstock, LLC. Your complaint was assigned ID [redacted]. We received the business's response to your concerns, and you can find the contents of the message below or attached.
To assist us in bringing this matter to a close, we would like to know your view on the matter.
* Has the company addressed the issues of this dispute?
* If not, why?
* Has the company met the agreement they outlined in their response?
Please submit your thoughts via online system, fax or mail within 7 days.
The text of your complaint may be publicly posted on Revdex.com's web site (Revdex.com reserves the right to not post in accordance with Revdex.com policy). Please do not include any personally identifiable information when you tell us about your problem or in your desired outcome. By submitting your complaint, you are representing that it is a truthful account of your experience with the business. Revdex.com may edit your complaint to protect privacy rights and to remove inappropriate language.
Your complaint will be made part of the company's Revdex.com Business Review. If we don't hear from you, your complaint will be reflected as "resolved." Should you have any questions or further concerns, please do not hesitate to contact us. We would be glad to assist you.
Regards,[redacted] Marketplace Resource Consultant [redacted]
[redacted]
MESSAGE FROM BUSINESS:
The customers purchase is out of warranty. It had a 1 year manufacturers warranty for the outside of the product. It was purchased over a year ago.
Revdex.com[redacted]
[redacted]
[redacted]
[redacted] ** [redacted]
Dear [redacted]: This message is regarding complaint ID [redacted] submitted to Revdex.com about your business on 1/14/2015 12:00:00 AM by [redacted] .
Since your customer has not submitted any comments to that response, we will assume that this matter has been resolved and will close this case accordingly. We may reopen this case if your customer contacts us at a later date with additional concerns.
In addition to complaint information, Revdex.com Business Reviews also include basic background information about businesses. This data is used to calculate a letter grade rating for your business. This may be a good time to update your information by visiting us online at Revdex.com.org/cincinnati/join/.
Thank you for your cooperation in this matter and for your support of our self-regulatory goal.
Regards,[redacted] Marketplace Resource Consultant [redacted]
We have spoke with the customer and hopefully have resolved his issues. His replacement chair is scheduled to arrive within the next 2 weeks.
According to our records, all information previously
provided is documented and correct. Each
time a sales representative or customer service representative speaks to the
customer, it is time stamped and written down by the person who spoke to the
customer. These customers did receive a
4% discount and I have attached proof of their invoice with all personal
information blocked out. I have also
included a copy of their original, signed invoice which shows no delivery fee
was paid at the time of purchase and the customer signed that all information
on the invoice was correct. The customer
added delivery on 3/4 when they made a payment toward the balance. On 3/21 all items were in and the customer
was notified via phone voicemail that the order was in. They paid the balance on 3/22 and were
informed at that time that they would receive a call from delivery within 48
hours. This is something that the store
managers assure all employees are trained on whether they are new or have been
with our company a long time. Sales
representatives are unable to provide any delivery date information because all
deliveries are arranged through our delivery manager. When someone pays off their balance, their
information populates on a list. Their
balance was paid on 3/22 and they received a call that same day according to
the notes on the account. The customer
paid the balance and then came in the next day upset because they received
their call from delivery already, well within the 48 hours, and were told it
would be 2 week. This was with the
contracted delivery company. The
customer was highly upset because they had already gotten rid of their
furniture before hearing from delivery.
They were then delivered on 3/31.
Originally they had been scheduled for 3/30 but the driver notified them
it would be late, and then notified them again that it would be first thing in
the morning. When the customer went into
the store on 3/31 after delivery, one of the representatives called in to
customer service. It was not the store
manager who they spoke to which is why the representative had to call customer
service. The customer service manager
informed the representative that there had been a Revdex.com complaint filed and the
store was no longer authorized to make decisions on the account because Revdex.com
complaints are handled at corporate office.
At no time was she told not to communicate with them. It was at this same visit that they mentioned
damage to the items and she told them they had 48 hours to report the damage to
warranty. At this time, the warranty
email was [email protected],
however, unfortunately there was an issue with that address and emails were not
all coming through. They were given the
proper email information on 4/4 and since that was processed, the items needed
have been ordered from the manufacturer.
The furniture will be fixed, but again, the delivery fee will not be
refunded as it was delivered out to the customer and therefore the delivery
charge is correct.
My wife and I just recently purchased a larger home and we are in the market for a sectional for our living room. We had looked at [redacted] Furniture and [redacted] Home Furniture, sure we had seen things we liked but the total package just wasn't there. We had been previously to the Cincinnati Overstock warehouse to browse when it was previously located near the airport off of [redacted]. So when we heard they had moved to nearby [redacted] off of [redacted] in Florence we were ecstatic. We decided to go in there on Sunday to see what kind of deals we could get for a sectional and ottoman. We were immediately greeted by the General Manager and was very comfortable explaining what we were looking for. She allowed us time to browse at our own pace while showing us a few floor models. The customer service was top notch overall. Plus the price on the same model of sectional we decided on was at least 300-400 more at [redacted] Furniture. We will definitely purchase from this store again, and recommend this place to our friends!
Better Business...
Bureau:
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. For your reference, details of the offer I reviewed appear below.
I have called three times, trying to get my money back and I have received 3 different prices that they would give me back. Not to mention that they leave you on hold for over 30 min.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]
We called and spoke to customer 1/13/2016 and have offered a $50 refund in place of a gift card. He accepted and will be refunded $50 towards his current purchase.
Fri, Aug 26, 2016 at 1:52 PMSubject: Additional information regarding complaint by [redacted] vs Cincinnati Overstock.comTo: [redacted]On August 24th I received a call from a Rep. She advised that she had some options for me; 1) keep...
the couch I have and receive $175 2) bring the couch back and they would give me a $150 and after inspection and confirmation that there was no damage they would then order the couch I paid for, so it would be about 1 to 3 weeks to get a couch. 3) they would pick up the wrong couch at no charge and after they determine that it is not damaged they would order the couch I paid for and again it would be 1 to 3 weeks. I informed them that I not satisfied with those options, that I didn't feel as though I should have to be without a couch for 1 to 3 weeks, when I had no fault in this situation. I explained that I expected that the solution offered by the first customer service rep. that I had spoken to on August 6 should have taken place and that it had been 3 weeks with no resolve. I then advised that if a solution couldn't be reached I would allow them to pick up all of the furniture and provide me with a complete refund, to which the rep, explained that she would have go call me back.Some time later that day I received another call from the rep. She again explained the options that were previously given above. She advised that I was being unreasonable. She stated that she had however gotten authorization to pick up both pieces and provide a refund. I told her that I needed to discuss this situation with my wife and that I would call her back. A short time later I called the customer service rep. back and requested to speak with her boss. That representative offered no additional remedy and told me that I was not going to get my way. She advised that this situation was my fault because I could have inspected the items prior to leaving the warehouse. She then advised that if a resolution wasn't reached this day that they were going to close the case and I was just going to keep the furniture that I have. I told her that I was planning an event to occur at my residence on August 27, 2016 and needed my furniture therefore I preferred to work out a solution. I then offered to take a floor model, which was located at the Florence, KY store, if they could deliver it on Aug. 26, 2016. I did advise that an exception to that would be as long as there was no damage to that sofa. She then advised that if they delivered that sofa I would have to accept it, even if it were damaged. I then express that that was not a solution so I agreed to travel to the Florence, KY store that evening to inspect that sofa for damage to resolve the situation. On the evening of August 24, 2016 I responded to the Florence, KY store and made contact with a store manager. She advised that the couch had been removed from the sales floor and escorted my wife and I to the back room to inspect it. We completed an inspection of the couch which was determined to be satisfactory. I asked the manager and another employee if we would receive the full warranties on the couch, to which she said yes. She then explained the warranties as 1 year on the fabric, 2 years on the mechanical components, and 10 years of the frame. I informed them that we would accept the couch and confirmed that they would be delivering it on August 26, 2016. The manager advised that someone would call me later that evening to confirm the delivery.On the morning of August 25, 2016 I had not received a call so I again called the customer service dept. I was advised that a delivery and pickup was scheduled for August 26, 2016 and that someone would be contacting me at a later time to provide a two hour window. Later that day I received a call from a rep. advising that the scheduled time for deliver was August 26, 2016 between 6 P.M. and 8 P.M. I told her that I had previously explained that I was planning an event for Aug. 27 and that I had plans for the evening hours of Aug. 26. I asked her if there was any way to have this delivered at an earlier time, to which she advised that she would have to contact me back. A short time later I contacted the rep. back and advised her that we cancelled our evening plans for Aug. 26 so that we could get this situation resolved. Delivery was confirmed for August 26, 2016 between 6 P.M. and 8 P.M.On August 26, 2016, at around 11 A.M., I received a call from the rep again. She stated that she wanted to confirm the delivery date and time. She then stated that she just wanted to let me know that since the couch was a floor model I would not be receiving any warranties with it. I then told her that I was not going to agree to that solution and that I wanted them to pick up their furniture and to provide me with a full refund at the time of the pick up. As of 1:30 P.M. on this date I have not heard back from themI don't know what to do at this point and could really use your help.Thanks for taking the time to review this.Sincerely,[redacted]
On the customer's original order, the chosen mattress was at an already discounted price. Once we realized this mattress was not available we notified the customer and...
due to the inconvenience this situation caused, we offered to upgrade to a higher quality mattress at the same sale price -discounting the mattress $194.00. When this mattress arrived from the manufacturer it was damaged. Rather than deliver this out to the customer, we immediately re-ordered the mattress. A $200.00 discount was offered on top of the already discounted ticket. A hold was also put in place till mattress arrived so customer would not be paying on items that they had not received. The upgraded mattress has since come in to our warehouse in desirable condition for delivery. We have notified the customer of the mattress's arrival and are attempting to get them scheduled for delivery.
My wife and I had been looking everywhere to find a mattress that would work. From store after store and warehouse after warehouse we could not find what we needed and struggled to find knowledge sales reps truly focused on our best interests. Thankfully, we are so glad to say that we discovered Cincinnati Overstock. They listened to exactly what we needed and helped us find the perfect mattress among an extremely large selection. Not only did we find the best price by going through them, but our product arrived ahead of schedule and exactly as described. We are now going to go through Cincinnati Overstock any chance we get going forward.
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. For your reference, details of the offer I reviewed appear below.
I do not believe that anyone at Cincinnati Overstock Warehouse has made any effort to contact us to schedule delivery. We have an answering machine, and no messages were ever left. We have checked our missed calls list, and there is no call from Cincinnati Overstock Warehouse listed. My husband is at home most of the day, so I know for a fact that no one from Cincinnati Overstock Warehouse even lifted a finger to contact us.
Someone on this delivery team is not being truthful about their alleged attempts to contact us. If you don't want to do the job you promised to do, why don't you just give us a refund and admit you don't care about your customers? We'd be more than happy to take our business elsewhere.
As for your statement that I should come and pick it up: I have a heart condition and there's no way I can carry a heavy chair up two flights of stairs. So I have no choice but to wait for what is clearly an unreliable and disorganized delivery team who lie about their lack of effort and won't even be accountable for their failure to follow up with me in a timely manner.
Again, I emailed Cincinnati Overstock Warehouse on December 15, and that's when the item arrived at the warehouse. It wouldn't have killed anyone to contact me and let arrange a delivery date and time, As it is, you have an extremely unhappy customer who has initiated a petition on [redacted] to alert the [redacted] about Cincinnati Overstock Warehouse's misrepresentations of their service and delivery times.
Regards,
[redacted]
We offered the customer a refund for the ottoman because of the delay from the manufacturer. We also would have brought the ottoman to the customer for free as long as she lived in our delivery area. She is welcome to still have either of those options.
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. For your reference, details of the offer I reviewed appear below.The response from the seller is completely unacceptable.
Seller’s Exhibit 1:
These are the terms for the custom made sofa only, due to the nature of custom built furniture. This what sales person Mr. David H[redacted] had explained at the store to me. If one pays close attention to the form, the form even denoted the details of the sofa whether it is a Left Arm sectional or a Right Arm sectional.
If these terms are truly the seller’s policy, why aren’t they being printed on every invoice? Why aren’t they being shown in their store? Exhibit 1 just demonstrates the seller’s perpetual habits of deceiving innocent customers.
Seller’s Exhibit 2:
The seller has once again proof that they have unilaterally altered the terms of the contract. Therefore, the contract has been breached by the seller. As a result of this action, the seller does NOT has any legal rights to charge for anything.
Seller’s Exhibit 3:
Once again, it demonstrate Cincinnati Overstock LLC. is a company lack of integrity, and due diligence.
Desired Resolutions:
Deliver the entire purchase or in full, terms /sequence /price / quantity /quality.
OR
Refund in full.
Cincinnati Overstock LLC. simply has no right to unilaterally alter the contract on the one hand, and perform only the part that charges the customer on the other, while completely ignoring its contractual stipulation.
Regards,
[redacted]
I walk into this little hole in the wall and approach an energetic "representative" of the store (no sales talent envolved). He gives me his elevator speech on how things work and sends me off to fend for myself unassisted- I can live with that. I pick out a table but it turns out that all of the chairs except 1 have been sold with another piece so I must scanvage through a furniture catalog to find something that "might" match. I finally pick a product and place my order for pick up. After placing my order and paying I am then told that it will take up to 3 WEEKS for the product to reach the store (that was coming from Cincinnati) and be available for pick up- I can live with that. 2 Days before the product is supposed to arrive I receive an email enforming me that 4 tables were mistakenly ordered rather than 4 chairs and it will be another 3 weeks before the chairs arrive. Now I've had enough, my fiance calls to complain and the best that they can do is to offer to deliver the chairs to my house at no additional charge. They have no idea when the product will arrive and can not schedule a delivery time or date. 6 WEEKS later (from my original order placing) 2 delivery guys arrive at my house with 2 boxes. I was NOT informed that the chairs would come unassembled. If I wanted a DIY project then I would have gone to [redacted]. The tactics and scemes used at this establishment are simply appalling. There is no direct line to the store available to avoid customer inquiries and the customer service representative is impatient, rude and unsympathetic. The delivery scheduler is rude and impatient. (I guess they think that it is odd for someone to want to know the date and time that a delivery will occur before the day of the delivery. BUYERS BEWARE!! If you choose to do business with this company GOOD LUCK to you and remember: Delivery scheduling is at the discretion of the company not the customer and assembley and customer service are not included. So if you need furniture for next year you'd better order it today!!!
This customer originally purchased from our Florence location on 2/27/2016. At that time they had spoken to the sales representative about adding delivery when the items were closer to arrival but did not have it on for now and they paid a portion of the order to get it placed. They were given an ETA of 3/19/16 or 2-3 weeks. They came back in on 3/4/2016 and made another payment. All of their items arrived on 3/21 and we called to inform them that it could be delivered once the balance was paid in full. They went into the store and paid the balance on 3/22/2016. Their information was sent to the delivery company the next day in order to set up a time of delivery. They communicated with the delivery company and the delivery was scheduled for 3/30/2016. The sales representative was questioned on this and he recalls telling them that delivery would start at $95.00, there is a note on the account from the date of purchase stating this. When they paid the balance they were informed that they should be contacted within 2 business days to set up a delivery. The delivery team had some delays because of the weather that day in the area and they were not able to make that delivery the evening promised. They did however offer to bring it out first thing the next morning. The customer says that they were misinformed, but per our policies and procedures and sales staff at the Florence location it was a matter of misunderstanding, not that they purposefully misinformed the customer. We cannot refund their delivery because they received the items from our contracted company and the delivery service was completed.
At the time of purchase, all customers are asked to provide us with a correct e-mail address (verified upon signing invoice and finalizing sale), which we use to contact them when their items are available for pickup. Attached is the e-mail sent to Ms. [redacted] at her verified e-mail address, on Friday, 4/8/2016 letting her know when and where her items were available to be picked up. No one from customer service had contacted the customer at this point, as this is not the procedure we follow for pickup notification, unless specifically requested by the customer and noted at time of purchase. We were very concerned by customer’s claim that she called us three days in a row and received no assistance so we pulled our phone records. We noted that the customer called in once on 4/21/2015 at 3:50pm, but was not immediately assisted. She waited on hold for customer service for five minutes and fourteen seconds before opting out of the cue line. On 4/23/2016 at 4:16pm the customer called in again and reached one of our customer service representatives. This representative made a note on the customer’s account that stated that the customer was calling in for information regarding her items, and that the customer would call back to schedule a pickup. Customer scheduled a pickup with another representative the next day, 4/24/2016 at 12:01pm. As we experience high call volumes, it is not always possible to get to every customer as quickly as we wish. We apologize that the first call was not answered, but we are glad she was able to reach us the second and third time she called. The customer certainly did not order flawed or damaged items, and we certainly did not intend to stick her with items that were flawed or damaged. We want to stress that we order ONLY new furniture from our manufacturers. At times, some furniture may have manufacturer's defects, which are covered by our company for up to 1 year from date of purchase by sending the claim through our warranty department. When customer sent us an e-mail with the pictures of the damages / defects (which have been included for reference), our warranty department ordered her a complete replacement for her cabinet and end table. The chairs were deemed repairable and a work order was sent to our repairman on 4/28/2016. We received no reports of the chairs remaining defective after repair nor did we receive any information regarding the cocktail table that was delivered out to the customer.We do our best to treat every customer with care and understanding, but we must follow the policies and procedures that are put in place for our company. These policies and procedures are signed by and given to every customer on the day of their purchase. We also provide them on our webpage. In this particular case, the customer wanted her items replaced immediately along with compensation. We were happy to give her a resolution, but the wait was very upsetting to her. As our company orders all of our furniture from other companies, it takes time to get replacements in, but this in no way means that we do not care or do not wish to provide customer service. When the customer is unhappy with the only options we are able to give her, there is very little that we can do.
We understand the concerns that the customer has expressed, but we stand by our response. We have an internal note system that is used to record every encounter a customer has with our company’s staff. These notes are time and date stamped at the time the customer is talked to either in store or over the phone. We have extensively reviewed the notes in regards to this customer’s encounter. Our sales staff cannot promise delivery dates or times as the delivery manager or the outside company schedules all deliveries. Typically we advise customers to hold onto their furniture until an actual delivery date is scheduled with the company. The store representatives have no access to the delivery information other than the internal notes saying when it was sent to delivery, they cannot schedule any deliveries. The notes are outlined below. (Some information has been removed so as to not put financial information out for the public.) The delivery was accepted and signed for and the fee will not be refunded because the delivery was completed. 12:28:36pm on 2/27/2016: A note depicting what delivery would cost if added at a later date, but that it was not added at this time 11:02:20pm on 3/4//2016: Customer added delivery in store and made payment 2:49:56pm on 3/21/2016: order has arrived, balance needs to be paid before delivery 09:21:46am on 3/22/2016: Contacted customer, received voicemail 11:56:53am on 3/22/2016: Customer paid balance in store, information will go over to delivery within 48hours 12:12:55pm on 3/23/2016: Customer went into store inquiring about delivery because they had to wait about 10 days for delivery from the company. Was told at this time that the store cannot schedule deliveries or promise times. Store contacted delivery manager 12:37:43pm on 3/23/2016: Sent to the delivery company 11:18:13am on 3/31/2016: Customer returned to store upset because his delivery had been delayed due to an issue with the delivery company. He was then given warranty information for some of the damages that he had with the furniture that he received. He was given correct warranty information for the claim of damage. At this point the customer had already filed a Revdex.com complaint about refunding delivery fee so the store was unable to help in regards to this matter. (At no point was the representative at the store told not to speak to the customer, the rep was informed that a Revdex.com complaint had been filed and any refunds would have to come from corporate office with approval after looking into the matter.) 4:35:17pm on 4/1/2016: Upon speaking to the delivery team and looking at the order file, delivery was completed and accepted with signature from the customer. They had received proper notification about the delay from the company and approved a later delivery. 11:49:04am on 4/4/2016: Customer unable to reach warranty, email sent to customer. 10:12:55am on 4/6/2016: parts ordered 4:36:54pm on 4/22/2016: Parts arrived at customer’s home 09:55:23am on 4/26/2016: Repair work order sent (this took a few days because warranty manager processes claims Tuesday-Friday and we did not receive the information until the end of the day on Friday.) 3:59:20pm on 4/26/2016: Customer went into the store to ask about the repair, was told a work order was sent
Customer was called on 1/13 and agreed upon a $50 refund to his credit card since a gift card was never received. He will be providing the store with the proper information and the refund will be applied at his convenience.