Comfort Plus Furniture

Initial Business Response / [redacted] (1000, 5, 2015/12/08) */ Responding to Case# [redacted] Pieces of this customer's story are true from what I read in the complaintShe did buy beds and chests from usHer initial visit to our store she was met by [redacted] who gave her some pricing on some bedsWhen she came back the second time, I, [redacted] assisted herWe discussed the items that [redacted] had quoted her on and I discovered that the bed they had priced was not available in the size she wantedSo we searched through the catalog for a suitable replacementShe picked on out of the catalog that was too her liking and I gave her a written breakdown with part numbers and prices on a business cardThis visit she viewed and selected all of the items we promptly deliveredThe second visit to our store, she was accompanied by her husband and the three of us went over the pictures based on the part numbers on the business card I had given her the last time she came inHer husband wanted to upgrade the chest to the one that came with the bed that Mrs [redacted] is disputing, so I priced it for them and they changed their package deal at this timeOn this visit both Mrs [redacted] and her husband saw the pictures of the furniture we deliveredThe third visit to our store, she was again accompanied by her husband and I assisted themWe began by recapping all the items they were purchasing by looking at the catalog picturesAt this point I wrote up the purchase, they left a deposit and we scheduled a delivery dateNote that this was the third time Mrs [redacted] saw the picture of the bed she is disputing On the day of delivery our drivers brought the furniture to Mrs***'s home and assembled it right in front of herShe even had them move it to rearrange the roomNo announcement was made by Mrs [redacted] to our drivers that the bed she was looking at was the wrong oneIt was brought to our attention a couple days later which is pretty suspiciousI told Mrs [redacted] that we could exchange the bed if she wished but there would be a 25% restocking fee and the bed she wanted to upgrade to was more expensiveThis policy is written on the back of all our customers' invoices and is an industry standardI also explained to her that I would have to speak to the owner about the logistics of replacing the initial bed and I would have him call her later in the dayWhen ***, the owner came in that day he immediately contacted Mrs [redacted] and they worked out a resolution in which we would pick up the bed and re-deliver the new one and all she would have to pay for is the costs incurred by the restocking fee and the price difference of the bedThis was more than generous considering we unequivocally made no error on this purchaseA couple days later it came to the owner's attention that after he had made a generous offer to resolve the situation with Mrs***, she had gone on Yelp and left a terrible review that was full of lies and even threatened legal actionAt this point the owner, ***, decided we would not assist Mrs [redacted] due to her behavior and because we made no errorShe left us no choice but to close the file on this purchaseWe bent our store policies to try and appease Mrs [redacted] but she wanted us to buy her a new more expensive bed, eat the restocking fee from the manufacturer, pick up the old bed, re-deliver the new one and assemble it at no cost to her; all because she changed her mind on the bedI do regretfully have to say that at this point we will not be working with Mrs [redacted] and her purchase is finalWe delivered the correct items she ordered on the agreed upon date and fulfilled our obligation to Mrs***If you have any further questions, feel free to call me at (909) 481- Best Regards, [redacted] Store Manager - Comfort Plus Mattress & Furniture Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/12/09) */ (The consumer indicated he/she DID NOT accept the response from the business.) This is response is in-correctI never at anytime wanted Comfort Plus to purchase a more expensive bed for me ( at there cost)I agreed to pay for the correct bed which was costing me more in money and time - that I did not have because of the urgency of getting the correct bed for my ill sonWhen the original bed was delivered I advised where I wanted the bed set up, there was a lack of lighting in the room where the bed was to be set up, and I had to leave to go to work at 4a in the morning, because the delivery was after 8p at night; so I did not see the finish product until the next day (Thanksgiving) Thursday, which the store was closed and the store was closed on Friday as wellI called on Saturday, because the store was opened, right before departing from work advising I had the wrong bedI got off work at 11a, I got to the store at or around 11:30a, I had agreed to pay 25% restocking fee and the difference in the bed I should have had in the first place, break the bed down and put back in the same boxes it was delivered, I did not have a truck to delivery the bed back to Comfort Plus, but I was already considering renting a truck just to get this done and moved onAfter I agreed to do all of that he (***) changed up saying now he had to check with the owner to see if they (Comfort Plus) could even make the changeWhen I finally spoke with owner, ***, he told me it was a 35% restocking fee, delivery and set up I'd have to pay, but he'd eat 10% restocking fee, and come on Tuesday, pick up the bed and deliver the other bed; I'd pay $cash in differenceI agreedAs far as I was concerned it was doneTuesday came and went and still no call or delivery of the bed [redacted] had stats he'd be able to deliver the bed on Tuesday or Wednesday because it was a huge cost and inconvenience for him, so I thought maybe he was coming on Wednesday, but Wednesday came and went and still no call, no delivery of the bedSo, my husband called [redacted] to ask what was going onBoth my husband and I took off work awaiting for the delivery of the bed [redacted] was very rude to my husband threatened that he has an attorney on the trigger he'd call, saying stuff like he's (***) from the "hood"Still not really sure what all that had to do with paying additional $ for the correct bed and delivery, I can only think it was a intimidation tactics to discourage speaking out against being cheated and taken for our money and not receiving what we ordered or paid forThe order form does not break down the cost of each product, and when asked about the cost of each individual product like dresser or bed, [redacted] just said "you are getting a great deal"On my receipt it just shows a grouped amount $1920, cash I paid down ($900) and the balance on delivery of $1020, in cast does not as [redacted] state break down of each bed (product)As a cash paying customer (consumer) I have the right to get the correct paid product, and not be told "oh well"No one regardless if color, religion or ethnicity should be threatened with a lawsuit or bodily harm (intimidating tactics) just because that person, being myself, want the correct paid product and for speaking up against consumer injustice [redacted] would rather spend hours on pointing the finger at whose fault it is the wrong bed was ordered and received, instead of spending that time correcting the issueIn my experience with Comfort Plus and more specific, with ***, money is more important then the customer and the correct product(s) of the customerAll I wanted was the correct bed for my son (whose health is failing)I agreed to pay whatever they asked, so no, I never at any point wanted anything for free or for anyone to purchase anything that I wasn't willing to pay forI expressed the urgency in this matter to both [redacted] and ***I just wanted the correct bedThere's no customer service or due diligence from or with Comfort Plus Final Business Response / [redacted] (4000, 11, 2015/12/17) */ Care Of: Revdex.com Responding to Case# [redacted] I have received the second response from Mrs [redacted] and we still stand by our decision and our store policiesI have included in this response the purchase invoices that coincide with the customers invoice proving that they both have identical part numbers/color descriptions and no error was made by our storeAny chance of us ever changing our mind was ruined when the customer decided to resort to defamation and embellishment on social media in an attempt to force our handAt this time we are standing firm on our decision and consider this matter closed If you have any further questions, feel free to call me at [redacted] Best Regards, [redacted] Store Manager - Comfort Plus Mattress & Furniture Final Consumer Response / [redacted] (4200, 13, 2015/12/18) */ (The consumer indicated he/she DID NOT accept the response from the business.) I do not consider this a closed matterI will continue to pursue any and all avenues to get my money back for a bed I did not order and do not agree to keepTelling the truth is my right and privilege as a person who gave a store (should not be operating as a business only hedge man)money to purchase a bed for my son - which I did not get, and then turns around and lies and make up weird and unfounded acquisitionsAny doctored invoices or any other non trues will be brought out in the light at the appropriate time and the world will know NOT to do business with Comfort Plus and I pray that another person will never have to endure being out of thousands of hard worked and earned money as a result of discomfort from Comfort Plus

Initial Business Response /* (1000, 8, 2016/07/12) */
We have contacted the customer to resolve this oversight on our end. The damaged part in question is being sent via fedex and should arrive shortly.
Initial Consumer Rebuttal /* (2000, 16, 2016/07/27) */
This complaint was resolved. Very...

happy with their response.

Initial Business Response /* (1000, 5, 2015/12/08) */
Responding to Case#[redacted]
Pieces of this customer's story are true from what I read in the complaint. She did buy 3 beds and 2 chests from us. Her initial visit to our store she was met by [redacted] who gave her some pricing on some...

beds. When she came back the second time, I, [redacted] assisted her. We discussed the items that [redacted] had quoted her on and I discovered that the bed they had priced was not available in the size she wanted. So we searched through the catalog for a suitable replacement. She picked on out of the catalog that was too her liking and I gave her a written breakdown with part numbers and prices on a business card. This visit she viewed and selected all of the items we promptly delivered. The second visit to our store, she was accompanied by her husband and the three of us went over the pictures based on the part numbers on the business card I had given her the last time she came in. Her husband wanted to upgrade the chest to the one that came with the bed that Mrs. [redacted] is disputing, so I priced it for them and they changed their package deal at this time. On this visit both Mrs. [redacted] and her husband saw the pictures of the furniture we delivered. The third visit to our store, she was again accompanied by her husband and I assisted them. We began by recapping all the items they were purchasing by looking at the catalog pictures. At this point I wrote up the purchase, they left a deposit and we scheduled a delivery date. Note that this was the third time Mrs. [redacted] saw the picture of the bed she is disputing.
On the day of delivery our drivers brought the furniture to Mrs. [redacted]'s home and assembled it right in front of her. She even had them move it to rearrange the room. No announcement was made by Mrs. [redacted] to our drivers that the bed she was looking at was the wrong one. It was brought to our attention a couple days later which is pretty suspicious. I told Mrs. [redacted] that we could exchange the bed if she wished but there would be a 25% restocking fee and the bed she wanted to upgrade to was more expensive. This policy is written on the back of all our customers' invoices and is an industry standard. I also explained to her that I would have to speak to the owner about the logistics of replacing the initial bed and I would have him call her later in the day. When [redacted], the owner came in that day he immediately contacted Mrs. [redacted] and they worked out a resolution in which we would pick up the bed and re-deliver the new one and all she would have to pay for is the costs incurred by the restocking fee and the price difference of the bed. This was more than generous considering we unequivocally made no error on this purchase. A couple days later it came to the owner's attention that after he had made a generous offer to resolve the situation with Mrs. [redacted], she had gone on Yelp and left a terrible review that was full of lies and even threatened legal action. At this point the owner, [redacted], decided we would not assist Mrs. [redacted] due to her behavior and because we made no error. She left us no choice but to close the file on this purchase. We bent our store policies to try and appease Mrs. [redacted] but she wanted us to buy her a new more expensive bed, eat the restocking fee from the manufacturer, pick up the old bed, re-deliver the new one and assemble it at no cost to her; all because she changed her mind on the bed. I do regretfully have to say that at this point we will not be working with Mrs. [redacted] and her purchase is final. We delivered the correct items she ordered on the agreed upon date and fulfilled our obligation to Mrs. [redacted]. If you have any further questions, feel free to call me at (909) 481-3300.
Best Regards,
[redacted]
Store Manager - Comfort Plus Mattress & Furniture
Initial Consumer Rebuttal /* (3000, 7, 2015/12/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This is response is in-correct. I never at anytime wanted Comfort Plus to purchase a more expensive bed for me ( at there cost). I agreed to pay for the correct bed which was costing me more in money and time - that I did not have because of the urgency of getting the correct bed for my ill son. When the original bed was delivered I advised where I wanted the bed set up, there was a lack of lighting in the room where the bed was to be set up, and I had to leave to go to work at 4a in the morning, because the delivery was after 8p at night; so I did not see the finish product until the next day (Thanksgiving) Thursday, which the store was closed and the store was closed on Friday as well. I called on Saturday, because the store was opened, right before departing from work advising I had the wrong bed. I got off work at 11a, I got to the store at or around 11:30a, I had agreed to pay 25% restocking fee and the difference in the bed I should have had in the first place, break the bed down and put back in the same boxes it was delivered, I did not have a truck to delivery the bed back to Comfort Plus, but I was already considering renting a truck just to get this done and moved on. After I agreed to do all of that he ([redacted]) changed up saying now he had to check with the owner to see if they (Comfort Plus) could even make the change. When I finally spoke with owner, [redacted], he told me it was a 35% restocking fee, delivery and set up I'd have to pay, but he'd eat 10% restocking fee, and come on Tuesday, pick up the bed and deliver the other bed; I'd pay $268 cash in difference. I agreed. As far as I was concerned it was done. Tuesday came and went and still no call or delivery of the bed. [redacted] had stats he'd be able to deliver the bed on Tuesday or Wednesday because it was a huge cost and inconvenience for him, so I thought maybe he was coming on Wednesday, but Wednesday came and went and still no call, no delivery of the bed. So, my husband called [redacted] to ask what was going on. Both my husband and I took off work awaiting for the delivery of the bed. [redacted] was very rude to my husband threatened that he has an attorney on the trigger he'd call, saying stuff like he's ([redacted]) from the "hood". Still not really sure what all that had to do with paying additional $268
for the correct bed and delivery, I can only think it was a intimidation tactics to discourage speaking out against being cheated and taken for our money and not receiving what we ordered or paid for. The order form does not break down the cost of each product, and when asked about the cost of each individual product like dresser or bed, [redacted] just said "you are getting a great deal". On my receipt it just shows a grouped amount $1920, cash I paid down ($900) and the balance on delivery of $1020, in cash. It does not as [redacted] state break down of each bed (product). As a cash paying customer (consumer) I have the right to get the correct paid product, and not be told "oh well". No one regardless if color, religion or ethnicity should be threatened with a lawsuit or bodily harm (intimidating tactics) just because that person, being myself, want the correct paid product and for speaking up against consumer injustice. [redacted] would rather spend hours on pointing the finger at whose fault it is the wrong bed was ordered and received, instead of spending that time correcting the issue. In my experience with Comfort Plus and more specific, with [redacted], money is more important then the customer and the correct product(s) of the customer. All I wanted was the correct bed for my son (whose health is failing). I agreed to pay whatever they asked, so no, I never at any point wanted anything for free or for anyone to purchase anything that I wasn't willing to pay for. I expressed the urgency in this matter to both [redacted] and [redacted]. I just wanted the correct bed. There's no customer service or due diligence from or with Comfort Plus.
Final Business Response /* (4000, 11, 2015/12/17) */
Care Of: Revdex.com
Responding to Case#[redacted]
I have received the second response from Mrs. [redacted] and we still stand by our decision and our store policies. I have included in this response the purchase invoices that coincide with the customers invoice proving that they both have identical part numbers/color descriptions and no error was made by our store. Any chance of us ever changing our mind was ruined when the customer decided to resort to defamation and embellishment on social media in an attempt to force our hand. At this time we are standing firm on our decision and consider this matter closed.
If you have any further questions, feel free to call me at [redacted].
Best Regards,
[redacted]
Store Manager - Comfort Plus Mattress & Furniture
Final Consumer Response /* (4200, 13, 2015/12/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not consider this a closed matter. I will continue to pursue any and all avenues to get my money back for a bed I did not order and do not agree to keep. Telling the truth is my right and privilege as a person who gave a store (should not be operating as a business only hedge man)money to purchase a bed for my son - which I did not get, and then turns around and lies and make up weird and unfounded acquisitions. Any doctored invoices or any other non trues will be brought out in the light at the appropriate time and the world will know NOT to do business with Comfort Plus and I pray that another person will never have to endure being out of thousands of hard worked and earned money as a result of discomfort from Comfort Plus.