Commercial Credit Corporation

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and I accept it

I have contacted the customer with updates and resolutionCopy of email to customer is below.Jaye B.Hello, Mr [redacted] .? I hope this finds you doing wellMy name is Jaye B**, and I am the Lead Account Manager for Furnitureland South Customer ServiceI am reaching out regarding a complaint you recently filed with the Revdex.comI wanted to see what I could do to get this back on track for you!? I did review the complaint, and am so very sorry to hear it took so long to figure out and resolve the problemI also reviewed the delivery scheduling issues with management over that department [redacted] has reported that they now have you scheduled on May 23rd, between 7-10AMThey are to call you 24-48hrs ahead to confirm a timePlease let me know if they have not confirmed this with you.? As I do recognize this has been quite an inconvenience for you, I would like to extend a $discount on the bedThat would at least cover the tax paid on the bedPlease let me know if this is agreeable, and I will submit the paperworkPlease feel free to reach out to me with any questions or concernsI am always happy to assist.? Thank you,? Jaye B**

Mrs [redacted] was directed to the incorrect manager, as I am unable to assist with Delivery schedulesI had emailed to advise her that her concerns were forwarded to the correct manager for resolutionShe did speak with the Delivery Manager, Chris M., on Friday 2/He has arranged for us to pick up the mattress set today, 2/26/18, and return it to our warehouse for a full refundMrs [redacted] has also been advised that the previously mentioned re-stocking fee has been waived, and she will receive a full refund once the items are back in our warehouse.? Thank you,? Jaye B**Lead AcctMgr.FLS Customer SvcDept

The part mentioned in Mrs [redacted] ' respond will not be supplied, as we are picking up her items for a full refundI have submitted the paperwork necessary to pick this upOur Delivery Department will be contacting her to schedule at timePer our policy, once the items are in our possession we will issue the monetary refund she has requested.Thank you!

? I am rejecting this response because: Date Sent: 2/2/10:12:AM ? I am rejecting this response because: per my note below back to jay this morningJay - I would like FS to acknowledge that the rug we were sold (MB Designs Couture) is in fact colorfast - this was NOT disclosed when we were sold the rug, not ever disclosed on any documentation that accompanied the rugWe have multiple wool, antique and new, hand tied rugs in our house and the same carpet cleaner has cleaned those without issue for years.? We are very familiar with the cleaning process required and the swame proper steps were followed with this new oneI stand by my claim that the damage was not caused by the process but by the underlying fact that the rug is colorfast.? Had we known that originally, we would have had the rug treated additionally BEFORE using it to ensure the colors wouldn't run when cleaned AND we would have provided that information to the cleaner prior to any cleaning.? That is their policy.? If I take the rug back, I plan to have it sent to a local longstanding rug store to have it analyzed to prove this.? I would prefer not to get to that point.? We were sold a very expensive hand tied rug that, had we known was colorfast, we would not have agreed to purchase.? For FS to not accept any culpability in this unfortunate situation is not acceptable ? On the chairs, we have always requested that the leather be changed out.? No one has ever presented that option to us with any seriousness.? We would like to know the charge for that option as the leather on the chairs was so poorly installed the first time and surely has holes, etc, having it reapplied is not going to be acceptable.? Even if there is an additional charge, that is an option we would like to understand prior to making our final decision.? Also, if we were to take the credit, we want to be ASSURED that we will receive the COM fabric from those chairs backWe were never given the remnants of the $550/yard COM fabric (not the cheaper one) when the chairs were delivered.? We finally got the excess of the cheaper one, but nothing from the expensive one which we found suspect.? We surely want whatever is left, be it from the chairs themselves if we opt to take the creditAll in all, this handling of the chairs has been botched in multiple ways and we feel we are due concessions to right the situation.? We spent >$110,with your company and really feel like, because you have our money, no one cares any more.? ? If we do not come to what we feel is a fair resolution on these two issues, we will dispute this with further actions.? We feel FS is not taking any culpability on either issue, including all of the endless hours my decorator has spent on this ($100/hr not yet charged), or credits outside of business, and that is just not going to be acceptable when on both fronts, there were mistakes made? Best regards, Kate ?

We have submitted the following response and offer to our customer via email:My name is Jaye B**, and I am the Lead Account Manager for Furnitureland South Customer ServiceWe are in receipt of your Revdex.com claim regarding the [redacted] chair and ottomanI am so sorry to hear you are having issues, and would like to assist with a resolution.? I understand you are dissatisfied with how the leather chosen has performed over the last yearsI also see that you did file a claim with Guardsman through your protection planI have reviewed the claim and their reportThe claim states: There are stains on the inside of both armsThere are also stains on the top of the ottoman.” Where they ask for details regarding a specific incident that caused these stains, it simply says “unknown”Typically, Guardsman will not cover “unknown” stains per their policyI have attached a sample of their policy, should you need itHowever, they did make an exception on this oneFollowing are the remarks from the tech after two visits regarding the claim:? 1.? ? ? ? ? ? The chair arms do not have stains.? The damage is an accumulation of scratches.? The consumer has a small dog that is the likely cause.? Besides the arms, the inside chair back, seat and front have scratches as well.? This is a matching ottoman for the chair in work order [redacted] .? The ottoman has a number of small stains from unknown causes.? Note that this is aniline leather.? I do not believe that these stains can be removed without damage to the aniline color since they appear to be caused by liquids that have penetrated into the leather.? Also, the exclusion reported for the chair will likely have a bearing on the ottoman's claim.? 2.? ? ? ? ? ? I was able to remove some of the small stains and dog toenail scratches with isopropanol and aniline scratch remover.? The consumer is mostly concerned with the sensitivity of this aniline leather to staining and scratching in the future.? Also, the matching chair is in much worse condition.? After careful review of the photos provided, we are in agreement that these areas of concern are not related to any defect in the leatherThey are an accumulation of scratches and body oilsTo be sure, we also had [redacted] review the photos and issuesThey are in agreement that these pieces have performed normally for pure aniline, unprotected leather.? All of that said, we do want to helpWhile I cannot take these items back for a refund, or assist with the expense of re-upholstering them, we can assist you by reducing the price on a new orderWe can provide a 10% reduction on pricing for items in a leather less prone to staining and scratchingPlease let me know if that is agreeable, and I will coordinate this with your Design Consultant, Helen S***

I have reviewed the issue with the vendor, and sent the following response to the consumer:Mrs***,? Good afternoon! I hope this finds you doing well! My name is Jaye B**, and I am the Lead Account Manager for Furnitureland South Customer ServiceI am in receipt of your complaint the Better Business Bureau, and wanted to reach out and see what I could do to help.? I reviewed the complaint stating the cushions are too firm, so much so that no one will sit on the piecesI reviewed the product on order, and these should be plush seatsThe cores that come with this sofa and loveseat should be plush, or at the very least somewhat softerI reviewed this claim with [redacted] , and it is possible that you received the incorrect coresYour order calls for the SD-DuraCoil cores, and we think you may have the DuraCoil onesThe differences are explained below:(Photo attached: Core Description.jpg)They have asked if you could open up one of your seats and photograph the core you haveYou would only need to unzip it to see if there is a feather-filled topIt should look like this:(Photos attached: Photo 1.jpg, Photo 2.jpg)Please let me know if you would be willing to do thisIf you do indeed have the incorrect cores, we can correct this with parts, and therefore avoid any return feesIf they are correct, I will have sales review and contact you per our policy.Thank you!Jaye B**Lead AcctMgr.FLS Customer Service

? I am rejecting this response because:? Jaye,The contractor [redacted] who was scheduled to repair the sofa texted last night to say you had cancelled his work order without explanation.? Do I take it that FLS does not intent to repair the bent nailhead and other damage to my sofa?? Are you also reneging on repair of the Charles Richard hinge? Before I agree to any discount for damage that occurred to my tables after I had paid for them, I will need to know clearly how you are handling the other damages that occurred to my furniture after I paid in full for these items.? ? Do you need me to restate the details of damages that occurred to my furniture?? I'm left just shaking my head that? the tables and the sofa and the large cabinet all arrived with significant damage caused by blatant disregard for furniture that no longer belonged to you or through casual disrespect in general.? Yes, I am angry and disappointed.? And, frankly, I'm not sure I can count on what you bring to me as a solution as previous attempts to work this out with you have failed miserably.? I refer you to the email thread below for FLS's loss of credibility with me[redacted]

? I am rejecting this response because:? Jaye, could you please include any associated replacement cost (and/or) shipping for broken Charles Richard cabinet hinge?? Thank you, [redacted]

Initial Business Response / [redacted] (1000, 7, 2016/10/17) */ Dear Ms [redacted] , I would like to take this opportunity to respond to your Revdex.com letter dated October 11, Furnitureland South sales manager, Laurie M***, has reached out to Ms [redacted] via e-mail MsM [redacted] will continue to follow up with Ms [redacted] to get more details of her experience with our company so we can address them accordingly Should you have any questions, please feel free to contact me directly, via telephone at [redacted] or via e-mail at [redacted] @FurniturelandSouth.com Sincerely, Holly G [redacted] Consumer Solutions

? I am rejecting this response because: I have not received the partFurnitureLand South has informed me that they will submit paperwork for me to start the return process and then give me the refundThis hasn't occurred yet

Hello!I contacted the customer this morning (9/1/17)advising that the parts have arrived at the vendor warehouse, and will be shipped via UPS overnight/express to herWe will then send our tech to install the partsThe customer has been advised that the parts and repairs are within compliance of our contract obligations provided to the customer at the time of purchaseI am awaiting her reply.Thank you

? I am rejecting this response because: We have lined up someone locally to fix them as the arms still have issues, and FS seems unwilling to do anything on either piece to really address our dissatisfaction? We have told them to deliver both back to us? I think it’s telling on their part that they do not sell the guardsman protection on the hand knotted rugs ?" another issue I uncovered over the weekend when I went back through their receipt? They sold us guardsman on every other piece, and the non hand-knotted rug, but never highlighted that they don’t cover the hand knotted? I GUESS WE KNOW WHY! ? Absolutely terrible customer service I hope your company rates them accordingly ?" on your website they have bad reviews, but your company rates them A or A+? That shouldn’t be ? ? Thanks for trying to help ? We’re just forced to eat the money and pay more to have things fixed ourselves? Kate

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and I accept it.I have confirmed with American Express today that they have received a credit issued from Furnitureland South and therefore consider this matter closed.? Thank you for your support and assistance

Final Consumer Response / [redacted] (2000, 6, 2016/09/02) */ MrM [redacted] contacted me and has resolved the problemThey are replacing the item The case is closed Thank you, [redacted]

Reply sent to consumer today:Mr [redacted] ,? Good morning! I have reviewed your reply to the Revdex.com.? My apologies for not stepping in earlierHowever, before I could review the first email it had already been addressed by other management and turned over to sales to assistThe information and responses provided by your Customer Service Representative was approved by managementTruthfully, all that I would have been able to assist with had already been doneOur policy is to not issue refunds until the items are in our possessionHowever, we made an exception to the policy by having drivers make an unscheduled stop to pick these up while in the area, and processed the refund once we confirmed they had the chairs on their truckI do apologize if this was still not to your satisfaction regarding going beyond protocolBut it was the best compromise we could provide.? At this point, service can no longer assist with the chair issueA refund was issued to your credit card as indicated belowSales has advised that samples have been supplied to you, but they have not received any reply at the time of my last correspondence to youI did ask Sara and her manager to follow up with you againPlease let me know if they have or have not.? Regarding the bench, Customer Service did advise that we must work with [redacted] within their claim proceduresWe have been trying to get a response from them, and apologize that this has taken so longIn order to satisfy you as our customer, I would be more than happy to replace itHowever, please note that this type of wood will have rough areasThat is the nature of the reclaimed wood designI will order the replacement today.? Thank you,? Jaye

Hello!Thank you for the notificationOur customer contacted Furnitureland South on January 9th, 2018, requesting a refund be issued to his card for the chairs immediatelyWe worked around the protocol to only issue refunds once the items in question are in our possessionA refund was issued to his VISA card on January 10th, 2018, per his requestThe chairs returned to our warehouse on January 15th, Our sales team is in contact with the customer to resolve getting the correct chairs on orderCustomer Service is pursuing a vendor claim on the bench.Update provided to the customer on January 16th, 2018:Mr [redacted] ,? Good afternoonWe are in receipt of your complaint filed with the Revdex.com on January 9th, 2018, regarding the chairs and bench discussed in the email chain below.? The refund you requested for the chairs was provided to you on January 10th, It was returned to your VISA card(s) used for the initial purchaseIf it has not shown on your statement yet, you will need to contact the card issuer.? Sara has confirmed that she is working with you and her manager to resolve getting the correct chairs on orderI am copying her on this correspondence so that she is aware of the pending claim, and that this needs to be addressed quicklyI’m sure she is already on top of it, though.? Regarding the bench, we do have a claim pending with [redacted] I have requested an update from them, and will be in touch once I have an answer.? Please feel free to reach out to me with any questions or concerns going forwardI am more than happy to assist.? Thank you,? Jaye B**Lead Account Mgr

We have submitted the following response and offer to our customer via email:My name is Jaye B**, and I am the Lead Account Manager for Furnitureland South Customer ServiceWe are in receipt of your Revdex.com claim regarding the *** *** chair and ottomanI am so sorry to hear you are having issues,
and would like to assist with a resolution. I understand you are dissatisfied with how the leather chosen has performed over the last yearsI also see that you did file a claim with Guardsman through your protection planI have reviewed the claim and their reportThe claim states: There are stains on the inside of both armsThere are also stains on the top of the ottoman.” Where they ask for details regarding a specific incident that caused these stains, it simply says “unknown”Typically, Guardsman will not cover “unknown” stains per their policyI have attached a sample of their policy, should you need itHowever, they did make an exception on this oneFollowing are the remarks from the tech after two visits regarding the claim: 1. The chair arms do not have stains. The damage is an accumulation of scratches. The consumer has a small dog that is the likely cause. Besides the arms, the inside chair back, seat and front have scratches as well. This is a matching ottoman for the chair in work order ***. The ottoman has a number of small stains from unknown causes. Note that this is aniline leather. I do not believe that these stains can be removed without damage to the aniline color since they appear to be caused by liquids that have penetrated into the leather. Also, the exclusion reported for the chair will likely have a bearing on the ottoman's claim. 2. I was able to remove some of the small stains and dog toenail scratches with isopropanol and aniline scratch remover. The consumer is mostly concerned with the sensitivity of this aniline leather to staining and scratching in the future. Also, the matching chair is in much worse condition. After careful review of the photos provided, we are in agreement that these areas of concern are not related to any defect in the leatherThey are an accumulation of scratches and body oilsTo be sure, we also had *** *** review the photos and issuesThey are in agreement that these pieces have performed normally for pure aniline, unprotected leather. All of that said, we do want to helpWhile I cannot take these items back for a refund, or assist with the expense of re-upholstering them, we can assist you by reducing the price on a new orderWe can provide a 10% reduction on pricing for items in a leather less prone to staining and scratchingPlease let me know if that is agreeable, and I will coordinate this with your Design Consultant, Helen S***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and I accept it

Hello!Furnitureland South issued the refund to AMEX on 2/The total amount refunded is 939.46.Thank you,Jaye B**