Commercial Credit Corporation

Initial Business Response /* (1000, 10, 2015/08/29) */
Dear Mr***
I would like to take this opportunity to respond to your Revdex.com letter dated August 17,
Mrs*** purchased a United living room group from our floor July Our customer reported concerns
with the sofa June 2015, which the product was still under manufacturer's warrantyA technician was sent to access the issue and reported the problem to be with the seat coresThe cores have collapsed over the period of time
Replacement cores have been orderedThese parts are due to ship from the vendor directly to our customer the middle of SeptemberIn addition to the cores, Mrs*** opt to order replacement casingsThis order will ship late September
We apologize for any inconvenience Mrs*** has experienced with her order and have processed a $allowanceThis refund was processed and credited on August 20th to her Visa card
Please feel free to contact me if you have any further questionsMy contact information is: via telephone at *** or via e-mail at ***@FurniturelandSouth.com
Sincerely,
Holly G***
Consumer Solutions

Initial Business Response /* (1000, 9, 2016/09/30) */
September 30,
RE: ***
Dear Revdex.com,
I would like to take this opportunity to respond to *** complaint dated September 28th
Furnitureland South acknowledges the error in which *** contract
does not show the Lane group having the Guardsman extended warranty coverageWe will get this corrected and send our customer an update invoice
We would like to apologize for delays with the deliveryDue to scheduling conflicts the first shipment was delayedArrangements have been made with a common carrier to deliver the Lane group to our customer by October 14th as she requestedThe common carrier will be in direct contact with *** to schedule an appointment
The Vanguard items are due to arrive at FLS approximately late NovemberThe estimate ship date listed on our contract is approximate lead time for items once customer's own material is received at the vendor Since these items are in production, we are unable to honor any question of cancellation without a restocking fee
We apologize for any inconvenience the *** have encounter with their order and will continue to provide them with updates as they are receivedShould you have any further questions or concerns, please feel free to contact me directly, via telephone at *** or via e-mail at ***@FurniturelandSouth.com
Sincerely,
Holly G***
Consumer Solutions

Furnitureland South has reached an agreement with the consumer, *** ***, to do the following:- Replace the *** *** nesting tables- Ship a replacement leg and floor glides for the sofa- Issue a $discount for the misaligned nail head on the sofa The customer responded on 12/11/confirming this is an agreeable solutionI will get the replacement table set on order today, 12/12/17. Thank you,Jaye B**

I provided our customer with options outlined in the email below today, 4/16/18:Hello, Mrs***. I am emailing in regards to the *** sectional you continue to have issues withI have spoken with ***, and they want to make this right for youThey would like to send their own
guys over to your house to pick this up and get it back to their facility for correctionThey are in Asheboro, and would have it for 2-daysThey would even bring it directly back to youWould you agree to that? If not, we can proceed with the refund you have requested. Thanks! Jaye

Initial Business Response /* (1000, 8, 2016/02/02) */
***Revdex.com Note: Please see attached documentation submitted with the response below.***
From: *** G*** (mailto:***@furniturelandsouth.com)
Sent: Tuesday, February 02, 11:AM
To: '***@greensboro.Revdex.com.org'
Subject: ***
#*** RE: Case #***
Dear Mr***,
I would like to take this opportunity to respond to your Revdex.com letter dated January 21,
Furnitureland South apologizes for the issues Mr*** has encountered with filing his warranty claim through GuardsmanAs a courtesy, Furnitureland South has offered to pick up the damaged Cresent city chest to attempt restorationSince FLS is showing good faith to address his concerns, he has agreed to close the Revdex.com disputeYou will find a copy of our correspondence attached
Should you have any further questions or concerns, please feel free to contact me directly, via telephone at *** or via e-mail at ***@FurniturelandSouth.com
Regards,
Holly
Holly G*** Customer Service Account Manager
Office *** Fax ***
Furnitureland South
Riverdale Drive, Jamestown, NC,
Initial Consumer Rebuttal /* (2000, 10, 2016/02/03) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Furnitureland South has agreed to pickup and correct to the best of their ability the damaged furniture that Guardsman and Valspar has failed to repair, despite my having a paid repair agreement with them I accepted and appreciate Furnitureland South's offer and their high level of customer service I would suggest that Furnitureland South evaluate their business relationship with a company like Guardsman and parent company Valspar and consider looking for another vendor to provide this service Thanks especially to Holly G*** for her professionalism and high level of customer service
***

I am rejecting this response because:
Though the mattress has been picked up, I have checked with American Express this morning and they have no record of a credit being received from Furnitureland South. As soon as the credit is received, I will happily close the complaint. Thank you

We responded to customer via email:"Good morning! I am in receipt of your message and your complaint filed with the Revdex.comWe have turned this over to sales and delivery management to resolve, and they have been advised to return your call ASAPUnfortunately refunds and delivery
scheduling are two areas I am unable to assist with.I reviewed the account, and it seems the mattress sent to you was not what you saw on our floorYour Design Consultant was to sell those floor models, but pulled stock inventoryThe mattress set was the same model, but the design had changed slightly by the vendorFor that we do apologize.The paperwork to pick this up for a refund is currently being processedDelivery management is working with Accounting and Sales to complete everything nowOnce I have updates from all, I will advise."Customer responded today with the attached letter to our owners and multiple managersWe are working to accommodate her regarding scheduling of the pick-ups of her incorrect product, and she has been advised that the refund cannot be generated until they are in our possession.Thank you,Jaye B**

Initial Business Response /* (1000, 7, 2016/10/17) */
Dear Ms***,
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*** via e-mail MsM*** will
continue to follow up with Ms*** 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 *** or via e-mail at ***@FurniturelandSouth.com
Sincerely,
Holly G***
Consumer Solutions

I am rejecting this response because: Jaye,The contractor *** *** 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.***

The part mentioned in Mrs***' 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: This particular reply explains why the service technician's house visit was cancelled; it does not resolve the problems with my furniture

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

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

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, ***

This response was sent to the customer on 2/2, and again on 2/6:I am simply clarifying what colorfast means, and that the product still has to be cared for properlyWe still stand by the fact that this was consumer-caused, and was cleaned improperlyOur offers remain to dispose of this without a refund, OR to return to youThis is not a performance failure or defect. In regards to the chairs, we are addressing the request to change the leatherThis would have to be done on a new order for new chairsWe advised from the beginning that Classic would not change the leather for fear of damaging your fabricWe can make a concession on custom product and issue a refund on the two originals for the re-stocking fee mentioned belowSince the COM is already applied to these chairs, we would not remove it and send it back to youAnd there was no excess to returnIf that offer is not accepted, we can send these back to you as also stated

Hello!I have responded to our customer, *** ***, confirming that our position remains the same regarding the Wesley Hall chairs and ottomansThe items were in her home for more than year before fading was reported, but she said it started 6-months after deliveryDelivery to the customer
was 10/19/15, and she filed the claim with us on 1/5/This is well beyond the 1-year warranty time frameAs a courtesy, we did have a technician assess the items in her homeHe confirmed he could not restore the color, and the fading was a result of UV exposure - not a defectThis is not covered by the vendor as part of any warranty, nor is it covered under her Guardsman Protection PlanI have attached a copy of the following:- My aforementioned reply to the customer dated 3/29/- The "Leather 101" link she referred to in her "statement of problems" (Note that she stated the link does not mention anything about sun damage, UV fading, etcIt does note that aniline leathers are more likely to fade, and finished leathers are not.)- A copy of her contract with FLS outlining our policies and warranties- A sample of the Guardsman Protection Plan she refers to(The actual plan is sent to the consumer from Guardsman, and I do not have her actual plan.) Thank you!

I am rejecting this response because: This actually is not an offer. This is a copy of an email Furnitureland South sent where they are telling me that they sent this to another department to be handled. If this is handled and they pick up the bed and provide a refund, which is what I requested, then I would be happy to accept the offer. Until that is done, this isn't actually an offer. Sincerely
*** ***

I am rejecting this response because:
the writer of the letter is the customer service manager and was on all of my emails and this is only the first time that she is stepping in....she had previously left entirely to the regular customer service rep who has consistently provided canned responses to our concerns and complaints.Her statements are not true, and they are fully aware that this is that case (there are many emails to this effect). They made NO exception to their protocol, I was continually given a scripted response that, per company protocol, a refund wouyld only be given once they mad the furniture in their possession, and they did not credit us until they picked it up. This was not furniture that we "received", we were merely "storing it", as an accommodation to the drivers, befause we were their first delivery and it would be in their way all dayit was also damaged beyond repair (it was an upholstered chair with exposed wooden arms, one of which was broken in half, such that you could have slid sheets of paper between the broken halves) - so it was garbage. Instead Furnitureland held our funds hostage (full price for broken furniture - they have pictures) until they picked the pieces up. It is also not true that the correct chairs will be ordered, as we were sole chairs that the manufacturer refuses to produce - the order was not possible from the start. No chairs are on order. it is not only disingenuous, it is blatantly untruthful to say that they worked around their protocol. we accommodated them, by storing their merchandises and were made to wait for a refund until they made it by to pick it up - no good deed goes unpunished As to the bench - we ordered them from Furnitureland and are not privy to their "claim" with the manufacturer and are not being kept apprised as to its status. we want it replaced immediately - it is unsafe for its intended purpose (i.e., sitting upon). we want it replaced immediately, and are unconcerned with claims between our merchant and its suppliers.

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

Hello!I have spoken with Mrs*** regarding the issues outlined in her complaintThe replacement Copeland "Audrey" extension table has shipped, and we should receive it into our warehouse next weekMrs*** understands that I will contact her once here, and then we will coordinate shipment
to her with our Delivery TeamI have also submitted the necessary paperwork to refund the delivery charges related to her tableHer complaint references an amount of $160.50, but the correct amount is $Mrs*** is in agreement with the delivery fee reimbursementShe has accepted the resolution, and will be awaiting contact from the Revdex.com to confirm this.Thank you,Jaye B**