Counter Culture, Inc.

not acceptable they are ripping off customers they are selling cheap made stuff for high priceThey aren't will return it they are just saying that

In regards to Mrs***’s Revdex.com claimWe will again offer the same resolution that we offered a few months back. We will pay to have the sofa repairedWe will pay for a new chairMrs*** will be responsible for the freight of getting that chair shippedShe can keep the existing chair that she has and is being replaced. Please let me know if you have any questions. Thanks,Scott G***

We honor the return policy as stated on our website just as we have with any other customer who would like to return an item for any reasonWe have never refused to honor our return policy for any customer as well as on *** ***'s order, but just like other retailers the return must follow the return policy that's outlined by the retailerCommunication with *** *** was minimized once he began threatening our company (we can provide email evidence)Our return policy is very clearly stated as well as very easy to understand and is on almost 50,pages on our website and accessible to all visitors who view our products

The bed shown on the website was shown in the Storage configuration - the photo shown was a staged manufacturer's photo that also pictured a rug, pillows, sheets, nightstand and a chest that were not included in the price much like the Storage drawersThe Storage option is always sold separately by the manufacturer and would have cost Mr*** about $extra at the time of purchaseWe agreed to assist and only charge $for the item and we had a mutual agreementThe negative inaccurate reviews were left immediately following his payment of the $We offered him a 75% discount on purchasing the storage drawers which we felt was going above and beyond “great customer service”After review the negative reviews online, we felt it was better for both parities to part ways in that, we were truly providing a favorable solution that was outside of our return policy and Mr*** chose to post not only negative reviews but reviews that we felt were inaccurate and did not tell the whole story

We have been working with Mrs*** the entire time since she first contacted us stating that there were issues with her orderTwo sales people, Delivery Manager, Sales Manager, IT Manager and myself (CEO) have been working with Mrs*** as I have personally been in contact with her for the
past several monthsRarely, do I become involved with issues like this because my job is to run the company and usually our General Manager or Sales Manager can find a resolution but this one has been a bit more challenging.There are two issuesThe first is a small tear on one of the sofas that apparently was caused in transit according to Mrs***In an initial phone conversation with Sales Manager Eric W*** Mrs*** reported the tearShe also mentioned she was unsure how it happened and that it is possible that her contractors moved it during the remodel of their homeOur policy indicates that ALL damaged items must be reported within days of receipt of the itemMrs*** did not report the damage until about or weeks after she had received the items, which, falls way out of our return policy or damaged item policyBeing that the reported damage was reported approximately to weeks after receipt of the product, our company is not obligated by our policy to rectify the issuesIt is no different than if you purchase an I*** from ***, wait weeks to open it, realize it has some type of damage and then expect to return it to *** will not accept it and will refer you to *** will probably repair the phone, but for a costNow, even thought Mrs***’s damage fell outside of the return policy, my staff and I agreed that we would pay to have it repaired by a furniture repair company in her areaWe agreed to do this at our cost even though we are not obligated to repair or replace the itemAt first, Mrs*** declined stating that she could not be without her sofa while the repair company repaired the itemIn a later email communication, she agreed to research on her own a repair company and that we would pay for that repairMy staff went as far as to look for a repair company in the town that she lives inAs it stands, we will still offer that service to her and are waiting for her to refer us to the company of her choice.The second issue is that an item (a chair) that was shipped to her was the wrong colorThe order that was shipped to her was the order that was submitted to us via an online orderMrs*** states that she did not place any order whatsoever online however, we have an online order with the name “*** ***.” The items that are in this order are the items that were shippedOnly a customer can create or would create this orderAdditionally, there is no explanation as to how or why the name “*** ***” was included in the order in that, our staff does not know who “*** ***” isMrs*** has indicated that “*** ***” is her husbandDespite the fact that Mrs*** or someone other than anyone at this company completed an online order using the name “*** ***”, we offered to send a brand new chair with the corrected color at our cost as long as Mrs*** covers the expense of the freight of that chairAdditionally, she would be able to keep the chair that she currently has as wellMrs*** declined that resolution.As a company, we have worked very hard to rectify this situation even though in both scenarios, the situation falls outside of the day return policy as well as the fact that orders are shipped based on the information provided to us in the order that is provided by the customerAgain, we have offered solutions that have been rejectedWith that said, we would like to find resolution to this issue. Thanks,Scott GarrisonCEOTF888.786.0220 Store: [email protected]'s Warehouse Showroom & Clearance CenterS37th St. Phoenix, AZ

the bed in question was shown with the storage bed and had no other option to buy the storage piece. After the complaints were originally made, Eric the salesman looked at the item and said that it didn't make sense and he would call me back. Shortly after the website updated the page to include an option of purchasing the drawers.  After weeks of going back and forth and then not hearing from the company, I posted negative reviews from what I believe to be accurate. Shortly after I called Eric again asking for an update, and he said no offer will be honored and to try somewhere else because of the negative reviews.  I offered to take down any negative reviews if they would still help me to resolve the situation and they said no.

The customer was not fully aware of the posted return policy. We handled this directly with the customer and under the circumstances, we offered a discount for the product which they accepted and were pleased with. Please let us know if there is anything else we need to do on our end.

The return policy of our store is clearly visible and accessible from every page on the website. We offer a 7-day return policy to customers located anywhere within the US but it clearly states the return shipping or transport must be taken paid by the customer, just as it would with any major...

retailer in the country. We accept all returns for any reason within the 7-day period after the customer has taken delivery so accepting [redacted]'s return is covered under that policy. With that said, 100% free return shipping is not an option with our return policy. We have diligently attempted to work with [redacted] to assist him with any questions he had and is efforts to return the item. Unfortunately, we had to retract from further communication except through the Revdex.com due to [redacted]’s multiple verbal threats. Our company will work with our customers however, we cannot continue that process if our staff and our company is threatened in any way.

First of all, I never said that it was damaged by contractors.  I was told by your employee, Eric, to LIE to [redacted] and say that was how it was damaged to get them to cover it because you did not want to be responsible.  You have not offered ANY resolutions in your response.  We need our sofa to be replaced and have this one taken back and we also need something done about this recliner situation.  As I have said many, many, many times over the past nearly 5 months, YOUR employee selected this recliner for me as I informed her that we needed one that would be an EXACT MATCH to the sofa and love seat.  Obviously, the sofa is my #1 concern right now as we still have this sofa with a decent sized tear sitting in our living room, which is completely unacceptable.  We paid nearly $2000 for all of this furniture and if this is not rectified THIS WEEK, I will be proceeding with an attorney as well as the attorney general.  I have been waiting for you to resolve this issue for me for almost FIVE MONTHS, which is absolutely insane.  There is absolutely NO REASON why this could not have been resolved back in September.

The product listed on the website that Mr. [redacted] purchased was listed as a "California King Bed"...it was not noted that it included the storage accessory described. The picture of the item had storage drawers shown, but they are an additional item that needs to be purchased with the bed since the...

bed can be purchased without Storage Drawers as well. The SKU for the item is for the Bed alone and the manufacturer can confirm this as well. If Mr. [redacted] had originally purchased the Storage Drawers with the bed it would have cost an additional $450+. We had negotiated an agreement and the management team had decided to offer Brian an extreme discount to satisfy his misinterpretation of the item. The negotiated amount was well below MSRP and is well below the cost to our company, but we wanted to assist. Also, before Brian had completed the purchase our sales team made a recommendation to him to use a Bunky Board instead of a box spring to give the bed a lower-profile - he confirmed, in writing, to decline the recommendation and we shipped the box spring per his request and the order was fulfilled. The Cal King Box Spring that was shipped fits with the Cal King mattress Mr. [redacted] purchased. We had even offered a cash settlement to Mr. [redacted] so he could purchase a Bunky Board locally to lower the height of his bed. After we had agreed on the resolution, Mr. [redacted] posted several negative reviews that we felt were grossly negligent and lacked the facts to support his argument. It painted a picture that we have completely ignored Mr. [redacted] and failed to provide any type of resolution whatsoever which is simply not the case since we had just agreed on a mutual resolution. Upon the discovery of the harsh negative reviews it was better for both parties to part ways. We had recommended to Brian to purchase the Storage Drawers through another vendor but will continue to work with Brian to resolve the issue he describes of the center supports breaking.