Commercial Credit Corporation

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

Initial Business Response /* (1000, 7, 2016/04/25) */
Dear Mr***,
I would like to take this opportunity to respond to your Revdex.com letter dated April 11,
Furnitureland South agrees with Mr***'s request for replacement piecesA new table top and footboard are
schedule for delivery April 28thA replacement china deck is also still on order and expected to arrive at FLS late MayUpon receiving we will contact our client to schedule the exchange of that piece
We apologize for any inconvenience this may have causedShould you have any 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

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 RevDex.com, 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 ***, 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

After reviewing the response from our consumer, FLS stands behind our decision and offerThe chairs were ordered in the leather chosen by the consumer, and all information was provided to her at that time - including what Guardsman would cover, and how the protection plan worked (dry coverage / application meaning nothing is sprayed on the leather)I have provided the necessary information to the consumer advising why we do not apply anything, how this leather reacts to sunlight vsother leathersAccording to the provided contract, we do not allow returns of product that have been affected by misuseWe were willing to have a tech attempt repair if possible, as a courtesy due to her being such a good customer over the yearsHowever, he could not restore the colorOur offer to sell new ones at employee pricing is well outside of our offerings to customersWe do not wish to replace these with the same leather, as it will have the same issue unless she places them elsewhere in the room.Thank you!

I have contacted the customer with updates and resolutionCopy of email to customer is below.Jaye B.Hello, Mr***. 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*** 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**

Initial Business Response /* (1000, 7, 2016/02/23) */
From: Holly G*** (mailto:hollyg***@furniturelandsouth.com)
Sent: Tuesday, February 23, 10:AM
To: '***@greensboro.Revdex.com.org'
Subject: *** #*** RE: Case #***
Dear Mr***,
I would like to take this opportunity
to respond to the Revdex.com letter dated February 9,
Ms*** placed her order with FLS on November 7, of a Dovetail bedroom groupShe was provide the average lead time of six to eight weeksUnfortunately later we learned the bed is on back orderThe bed has a March shipping date to FLSIt was agreed we would split ship the dresser and two night stands
Since receiving your inquiry, FLS has reached out to Ms*** offering to cancel her order for a full refund or accept the delay with an extended discount of $and free delivery, which she acceptedAttached you will find our e-mail correspondence of this agreement
Our delivery staff has been in contact with Ms*** to schedule delivery of the available productI apologize for any inconvenience that Ms*** has experienced with her order and hope that we can bring closure to this issue soon
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
Sincerely,
Holly G***
Consumer Solutions
Holly G*** Customer Service Account Manager
Office *** Fax ***
Furnitureland South
***, Jamestown, NC,
Initial Consumer Rebuttal /* (3000, 13, 2016/03/15) */
From: ***
Sent: Tuesday, March 15, 1:PM
To: Revdex.com
Subject: Re: Revdex.com Complaint Case# *** (Ref*)
Dear Mr***,
I'm sorry for the delayed response; I should have emailed that I wanted to wait until the furniture ws delivered to say that I am satisfiedCertainly FLS did work hard to make things right for me, but unfortunately when the bed was delivered today, the delivery men made a mistake with the installation which they didn't mention to meI discovered it as soon as they left and the man who brought the furniture said he'd noticed but "thought it was just decorative," which apparently means he didn't need to tell me about it or try to fix itFLS is working on getting it fixed nowBasically I am once again without a bed due to people at FLS not doing their jobs responsiblyI would have understood if the delivery person had let me know before leaving but since he did not I am notI will let you know as soon as this is resolved
Sincerely,
***
Final Business Response /* (4000, 15, 2016/03/22) */
Dear Mr***
I wanted to provide you with an update of Dr***'s case
After responding to your original inquiry that Dr*** accepted FLS' offer of an extended discount for the delays of her Dovetail order, she then decided to reselectThe new order for *** was placed on February 29th and delivered to Dr*** on March 21st The drivers were unable to assemble the bed due to a manufacturer issue
A replacement bed has been ordered and estimated to arrive at FLS within the next business daysUpon receiving we will reach out to Dr*** for delivery arrangements
We apologize for any inconvenience this has caused
Regards,
Holly G***
Consumer Solutions

Initial Business Response /* (1000, 8, 2015/10/23) */
From: Holly G***
Sent: Friday, October 23, 12:PM
To: '***@greensboro.Revdex.com.org'
Subject: *** #XXXXXXX Re: Case #XXXXXXXX
Dear Mr***
I would like to take this opportunity to respond to your Revdex.com
letter dated October 9th
Furnitureland South is unable to honor Mr*** request to refund the *** warranty feeThe warranty covers single stain incidents that are reported within daysI checked with *** and learned that Mr*** filed three separate claims in April
*** denied all three claims since they did not meet the warranty criteriaThe chaise was reported to have over all stains, not a single incident but a result of use with over timeThe sleeper sofa had an ink stain, which is not coveredThe third claim, a sectional, was denied due to reported issue is damage related and not coveredAttached you will find all three claims Mr*** submitted
Please feel free to contact me with any questions or concerns at or via e-mail at ***@FurniturelandSouth.com
Sincerely,
Holly G***
Holly G*** Customer Service Account Manager
Office *** Fax ***
Furnitureland South
*** *** *** *** *** XXXXX
Initial Consumer Rebuttal /* (3000, 10, 2015/10/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Our salesman never said that we only had days to report a stainThe stains are also not all over, but rather a single spot on each piece of furniture
Our salesman told us that this was a great protection plan he used all the time every time he got a stain on a piece of furniture or a leg broke on a chairThere was definitely no indication that it was covering our furniture for a limited timeInstead, he said he used his Guardsman for years
This "guardsman" is a total scamWe would have never bought it if we were told that it was only good for days
Furthermore, Furnitureland doesn't even seem to feel bad that we had to go through Revdex.com just to get a response! We were completely ignored and lied to every time we tried to contact them over emails and on the phoneWe never received responses to emails and we were always promised to receive a call back that never happened
We are very disappointed as we loved our Furnitureland experience until nowWe were very regular customers, taking our family and friends for shopping trips, but will be taking our business elsewhere unless a proper response is received
Final Business Response /* (4000, 12, 2015/11/06) */
Mr***
I wish to respond to your follow up letter dated October 27,
Sales Manager, Rob H***, has been in directly contact with Mr***FLS has offered a $refund towards the Guardsman plan and keep the warranty in affect
Mr*** is to review this offer and reply back to our office this weekWe are awaiting his response
Should you have any further questions, please feel free to contact me directly, via telephone at *** or via e-mail at ***@FurniturelandSouth.com
Regards,
Holly G***

Mrs*** 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*** 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

I have contacted the customer to advise a discount will be provided as promised, and that we are working with Delivery management regarding the delay in getting product to herThe correspondence sent to Ms*** on 5/is below:Hi, Ms***. I hope this finds you doing well! My name is Jaye
B**, and I am the Lead Account Manager for Furnitureland South Customer ServiceWe are in receipt of your complaint filed with the Revdex.com regarding the delivery of your Henredon sideboardI wanted to reach out and let you know that I am working with our Delivery managers to see what can be done to resolve this. I understand that the original was damaged in transit, and we had hoped to be able to restore it in our facilityIt could not be returned to 100% quality, so a replacement was orderedSince we replaced it, a discount was not appliedIt is possible that the replacement voided it from our system, but I honestly do not see it in thereI will be happy to provide the promised discount due to the continued delays in getting this product to youI will submit that today. I have asked our Delivery Department managers to review the delay with ***Once I have more information regarding that, and hopefully some better news on the delivery dates, I will be in touchPlease feel free to reach out to me with any questions or concernsI am always happy to assist. Thank you, Jaye B**

? 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

The offer below was presented to our customer, Mrs*** ***, on 02/02/17:Mrs***,? Good morningWe have received your letter of complaint through the Revdex.comI am very sorry that these issues have yet to be resolved.? In a previous reply to you, I had referred to the
Jaipur rug and that was incorrectWe do have your MWB Designs RYL Blue Couture Rug in our facilityAfter reviewing the claim and history, we still stand by our previous decisionThis rug was not properly cleanedIt is hand-knotted and requires a specialized cleaning ??" usually not done in the homeThat said, we cannot be held responsible for damages caused by a pet and/or cleaning companyWe will be happy to dispose of this rug for you, or return it to youHowever, we will not provide a refund.? Regarding the chairs, they have been restored to 100% vendor qualityThese are COM, so we do not typically allow returns on custom productHowever, we are willing to make a concession in this caseWe can offer the following options:? *Return these chairs to you as they are currently ??" original leather + COM*Issue a credit, minus a 33% re-stocking fee, and have sales assist you with ordering new chairsIf this option is chosen, we will not refund any expense for the COM.? Please let us know how you wish to proceed regarding both issuesI will then process any necessary paperwork and notify the correct parties to assist.? Thank you,? Jaye B** | Lead Account Manager? Office? |? Fax Furnitureland South Riverdale Drive, Jamestown, NC,

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and I accept it.I am working with Furniture Land South (FLS) to get an acceptable resolution to this situation.? ? FLS has assured me they will order the parts that are needed to repair the various wall units,? and that they will send a serviceman here once the parts arrive to install them and to fix the scratches and nicks on the desk.? They have also assured me that I will receive additional financial compensation for the continued problems I have had with this furniture.? Once all the issues are resolved and the financial compensation is received, I will let you know

? I am rejecting this response because: ? The delivery has not been made yet and Furnitureland South has assigned my fully paid piece over to a? separate company and they cannot give me any details about delivery other than the week it will be delivered? It is very disappointing; after the first piece of furniture was broken when getting it off the truck, the company told me they would take extra care in delivering the sideboard? Since this promise,? they have failed to meet timeline? promises, and they gave the? sideboard to another company that is new to them and? they have no previous knowledge of how this business works?

? I am rejecting this response because:
The mattress is raised on top much higher than 5/in? Clearly visible lump in the centerI would like to have it messured again and explained to me? A mattress is under warranty for ten yearsIt is absolutely defective?

As promised, here are photos of the chairs after the vendor repaired the area of concernThe only “flaw” was a missed seam in the tufted area on the top, back of one chairWe sent both back to make sure they were perfect and matchedThe back leather is vendor-suppliedThe fabric is all customer supplied (COM)She wishes to change the leather portion on both, but Classic Leather has advised doing so would damage her fabricThere is no way to tear these down for re-upholstering without compromising her very expensive fabricThat is why we have made the concession to put these in our showroom/stock for a 33% “re-stocking fee” and have her order new chairs in the new coverings? Jaye

Initial Business Response /* (1000, 6, 2016/11/19) */
I would like to take this opportunity to respond to your Revdex.com inquiry dated November 8,
Furnitureland South agreed to honor Ms.*** request for a full refund of the Aria group purchasedHowever, Ms*** decided
she would accept our offer of a loaner sofa to use until her replacement arrived We made arrangements for this exchange and have since received Ms.*** new sofaThis exchange will take placed Wednesday, November 23rd
Providing there are no further issues upon the delivery, this should complete Ms.*** orderWe apologize for any inconvenience Ms*** encountered with her order
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 have been in contact with the customer regarding the repairsThe technician misunderstood when we asked him to hold off on schedulingWe are trying to get some parts in for the customer firstHe apparently thought we were cancelling for replacementsThe customer has been advised of the misunderstanding, and we are working toward a solution of all issues.? Thanks!Jaye B**

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

I do apologize, as I failed to include that Furnitureland South will reimburse any shipping expenses related to the replacement of the damaged hinge.? Thank you!

Good morning!? I have reached out to our customer via emailThe following is what was sent to her on 3/20/17:? "Mrs***,? Good afternoon! My name is Jaye B**, and I am the Lead Account Manager in Customer ServiceWe have received the complaint filed with the Revdex.comI will be handling
your account going forward, and I look forward to getting this resolved for you quickly.? I did speak with Vanessa about the current issues, and wanted to be sure I understood what still needs to be resolved:? DESK ??" per your email below, we need to repair multiple finish damages and a drawer that will not openHUTCH ??" a new light kit needs to be shipped and installed? After speaking with Vanessa, I understand that she was not pushing a tech out until you had the parts for the hutchI think that is the best ??" so you are not inconvenienced twice with a tech visit.However, I understand that a work order was already issued prior to getting the part ordered, and the tech has not even acknowledged receipt with either of usThat said, I would prefer to assign this to a different technician once you have the partWould that be agreeable?As for the $compensation you have requested, we cannot meet that amountWe have already provided $on this set, plus the expenses for technicians and replacementsI would be happy to discuss a lower amount once we know what our tech can do with what is in the homeWould you agree to wait and be open to discussion then?Please let me knowAnd do feel free to call or email with any questionsI am more than happy to assist.Have a wonderful day."The attached file is a copy of the email exchange I had with the consumer this morning, to show we are working toward a mutual agreement on a resolutionWhile we have not resolved the issues yet, we are working toward a mutual solutionI will update you as soon as we have an agreement.? Thank you