Colony House Furniture

June 9, Dear Revdex.com Representative:We have supplied you with all of the details that was requested of usEverything that I had stated in the first reply is accurate and true.Customer was offered several ways to resolve the issue with his furnitureHe refused any of those options.Colony House Furniture, IncPresident

May 30, 2014
Dear Revdex.com,[redacted] originally purchased a loveseat and a bed on Saturday April 12. At that time, he was told that we had neither the loveseat nor the bed, please note the both items were tagged BO, back ordered, beneath each item... see my 1 in red on the copy of his sale....

Also note at the bottom [redacted] acknowledge that he understood by signing that we had to order these items and to allow 6 to 12 weeks for delivery... see my 2 in red on the copy of his sale. He returned to the store on Sunday April 13 and reselected a different loveseat and we changed the order to the loveseat of his choice, but again it was explained to him and again he knew that he may need to wait 12 weeks for delivery and that special order are not subject to approval, cancellation, or refund. However, we ordered the both items immediately, and both items were received, and both items were delivered on May 2, 2014. It was only 19 days from start to finish. He signed and paid on delivery that all was OK... see my 3 in red on the copy of his sale. He called in after the fact with a complaint after the delivery, and we had our Service person to his home and he did adjust a welt on the arm of the loveseat on May ... see enclosed copy of service ticket 4823, his delivery was on a Friday and we had it taken care of the following Wednesday. So, if you take away the day of the delivery and the weekend, we had him taken care of in 3 business days. In response to his comment stating everything was unpacked on delivery, that is because we unpack, check everything prior to loading, then padded as we load the truck to prevent damage... this is what is commonly know as white glove” delivery, unlike leaving it in the box and drop shipping to the curb in front on the house. He did bring to my attention that he could purchase the bed for less off the internet and we do have a price guarantee. When a customer finds an identical item being advertised locally for less by a local brick and mortar store, we will beat the competition by refunding 150% of the difference between my price and the competition. He found the bed online and I matched that price and he did pay us 20 to set the bed up. The online offer was to the curb, in a box. Now after all of this, he still wasnt happy so we offered to exchange the loveseat from our floor or reorder a new one from the factory. He clearly understood our policies, please see the back of the original sale where he signed a second time that he understood (before we ordered his furniture)... see my 4 in red on the back of his copy. Im at a loss as to how to satisfy this customer. We have done everything possible to make him happy. Furthermore, we have set our policies based off of over 40 years of doing this business. I am enclosing a cleaner blank copy of our invoices so that you can read it better. My copier isnt cooperating today.If you have any further questions, feel free to contact me at ###-###-####.Sincerely,

------- Forwarded message ----------
From: [redacted] <[redacted]>
Date: Sat, Jul 5, 2014 at 8:11 PM
Subject: Re: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #[redacted].
To: "[email protected]" <[email protected]>
July 5, 2014
 
Dear Revdex.com:
 
I just wanted to thank you for everything you did to help resolve this issue.  Unfortunately, it didn't turn out the way I had hoped it would.  
 
Sincerely,
 
[redacted]

June 9, 2014
Dear Revdex.com Representative:We have supplied you with all of the details that was requested of us. Everything that I had stated in the first reply is accurate and true.Customer was offered several ways to resolve the issue with his furniture. He refused any of those options.Colony House Furniture, Inc. President

I am rejecting this response because much of the information provided by Colony House is incorrect. When I changed the order I was told the loveseat was in stock and only the bed had to be ordered. My signature is not on the copy of the order front or back, see attached. No, I did not sign the back of the order a second time. The business sent you a blank copy. It wasn't a revised copy; it was a new order. It appears I signed it when the items were delivered. It's dated May 2, 2014, the day the items were delivered. I was told it was a delivery receipt. I asked for a copy of it, but I was told it was the only one they had; the customer doesn't get a copy. After the sofa was placed in the living room, I escorted the men to the bedroom to assemble the bed. Upon further inspection of the loveseat I discovered the defect in the seam of the arm and the odor began to fill the room. If, as they said, they check everything prior to loading, they should have noticed the defect and the odor and not delivered it. The service technician attempted to adjust the welt on the arm, but could not do so. He said the odor is from chemicals in the foam and wood and may always be there. He took pictures of the sofa and told me to contact the store which I did. I didn't want to exchange it for the floor sample which was also defective and I didn't see any other loveseat in the store that I wanted. I requested a refund because I felt I wasn't under a binding sales agreement. My request was denied. I have made attempts to adjust the seam, but it drops below the arm level when you sit on that side of the loveseat; still has an odor when the room is closed up.
Sincerely, [redacted]

Review: I purchased a sofa and bed from Colony House with free delivery and assembly. I stressed to the sales associate the urgency for the furniture. The sofa was in stock, but the bed had to be ordered. The sales associate said she would have the sofa delivered, but then she changed her mind and said no because of the price of the bed, $208 plus tax. I found the bed at a lower price, but instead of receiving a 150% refund for the difference, the owner wrote up a new order and added on a $20 assembly charge for the bed. The furniture was delivered on May 2, 2014; however, when I signed the delivery receipt I discovered the bed had been received 2 weeks prior to the tentative delivery date. I was told it had not been received yet when I called about it 2 weeks before delivery. The bed was not in a box or wrapped, just covered with a heavy blanket. The bed parts were boxed and unopened. The bed was perfect, but the sofa was defective. The seam on the track arm was uneven and the foam was bunched and lumpy. The sofa had an awful smell...woodsy, damp, and musty, not at all like the smell of new fabric. It smelled like it had been stored in a wet damp basement. I complained to Colony House. They sent a service technician to inspect it a week later. He said there was nothing they could do about the seam or the smell. The sales associate said that there would be a pick up charge if I returned it, but then she changed her mind. She said she could swap the sofa with the one on display in the store. I inspected it and it was defective. The foam was bunched and lumpy where it meets the back cushions. I asked if they could make a price adjustment for the display sofa or if I keep the one I have. She said no. I asked if I could have a refund. She said no. I told her that I did not sign the back of the purchase agreement agreeing to the terms and conditions of sale, i.e. no refund. She said it didn't matter, it's the store's policy. They say one and do another. Free assembly then a charge for assembly. Free delivery, but a pick up charge if it's returned. No mention of a minimum purchase amount for free delivery.Desired Settlement: Refund-Credit Card Credit and warn Colony House of truth in advertising.

Business

Response:

May 30, 2014Dear Revdex.com,[redacted] originally purchased a loveseat and a bed on Saturday April 12. At that time, he was told that we had neither the loveseat nor the bed, please note the both items were tagged BO, back ordered, beneath each item... see my 1 in red on the copy of his sale. Also note at the bottom [redacted] acknowledge that he understood by signing that we had to order these items and to allow 6 to 12 weeks for delivery... see my 2 in red on the copy of his sale. He returned to the store on Sunday April 13 and reselected a different loveseat and we changed the order to the loveseat of his choice, but again it was explained to him and again he knew that he may need to wait 12 weeks for delivery and that special order are not subject to approval, cancellation, or refund. However, we ordered the both items immediately, and both items were received, and both items were delivered on May 2, 2014. It was only 19 days from start to finish. He signed and paid on delivery that all was OK... see my 3 in red on the copy of his sale. He called in after the fact with a complaint after the delivery, and we had our Service person to his home and he did adjust a welt on the arm of the loveseat on May ... see enclosed copy of service ticket 4823, his delivery was on a Friday and we had it taken care of the following Wednesday. So, if you take away the day of the delivery and the weekend, we had him taken care of in 3 business days. In response to his comment stating everything was unpacked on delivery, that is because we unpack, check everything prior to loading, then padded as we load the truck to prevent damage... this is what is commonly know as white glove” delivery, unlike leaving it in the box and drop shipping to the curb in front on the house. He did bring to my attention that he could purchase the bed for less off the internet and we do have a price guarantee. When a customer finds an identical item being advertised locally for less by a local brick and mortar store, we will beat the competition by refunding 150% of the difference between my price and the competition. He found the bed online and I matched that price and he did pay us 20 to set the bed up. The online offer was to the curb, in a box. Now after all of this, he still wasnt happy so we offered to exchange the loveseat from our floor or reorder a new one from the factory. He clearly understood our policies, please see the back of the original sale where he signed a second time that he understood (before we ordered his furniture)... see my 4 in red on the back of his copy. Im at a loss as to how to satisfy this customer. We have done everything possible to make him happy. Furthermore, we have set our policies based off of over 40 years of doing this business. I am enclosing a cleaner blank copy of our invoices so that you can read it better. My copier isnt cooperating today.If you have any further questions, feel free to contact me at ###-###-####.Sincerely,

Consumer

Response:

I am rejecting this response because much of the information provided by Colony House is incorrect. When I changed the order I was told the loveseat was in stock and only the bed had to be ordered. My signature is not on the copy of the order front or back, see attached. No, I did not sign the back of the order a second time. The business sent you a blank copy. It wasn't a revised copy; it was a new order. It appears I signed it when the items were delivered. It's dated May 2, 2014, the day the items were delivered. I was told it was a delivery receipt. I asked for a copy of it, but I was told it was the only one they had; the customer doesn't get a copy. After the sofa was placed in the living room, I escorted the men to the bedroom to assemble the bed. Upon further inspection of the loveseat I discovered the defect in the seam of the arm and the odor began to fill the room. If, as they said, they check everything prior to loading, they should have noticed the defect and the odor and not delivered it. The service technician attempted to adjust the welt on the arm, but could not do so. He said the odor is from chemicals in the foam and wood and may always be there. He took pictures of the sofa and told me to contact the store which I did. I didn't want to exchange it for the floor sample which was also defective and I didn't see any other loveseat in the store that I wanted. I requested a refund because I felt I wasn't under a binding sales agreement. My request was denied. I have made attempts to adjust the seam, but it drops below the arm level when you sit on that side of the loveseat; still has an odor when the room is closed up.

Sincerely, [redacted]

Business

Response:

June 9, 2014Dear Revdex.com Representative:We have supplied you with all of the details that was requested of us. Everything that I had stated in the first reply is accurate and true.Customer was offered several ways to resolve the issue with his furniture. He refused any of those options.Colony House Furniture, Inc. President

Consumer

Response:

------- Forwarded message ----------

From: [redacted] <[redacted]>

Date: Sat, Jul 5, 2014 at 8:11 PM

Subject: Re: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #[redacted].

To: "[email protected]" <[email protected]>

July 5, 2014