Cozi Furniture

Thank you very much for bringing this matter to our attentionWe do regret that we did not get back to you in a timely mannerThe company has been undergoing some major changes including ownership changes and these greatly contributed to our late replyWith these changes behind us now, we have time to address some of the challenges facing us both in the short term and long term.Regarding the warranty that the customer complained about, the warranty paperwork is available and printableWe have talked to the customer in the past regarding this and explained to her that her warranty was duly noted and registeredShe has the choice of coming into our office for a copy or giving us either a proper email address or postal address so that we may send her the proper paperwork for her warrantyWe stand ready to help or answer any questions that she may have regarding this or any other issues that she may haveWe hope this satisfies the customer and if additional information is needed, please, do not hesitate to contact usKind Regards, Tony

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because:I already went into the store more than once to try to receive a copy of the supposed warrantyI am sure that no such warranty exists and that the company merely added a $surcharge I have received untrue information multiple times from this company and watched them dealing similarly with other customers as I waited in the storeI do not understand how they are allowed to operate such a clearly dishonest business Regards, Christine P***

Thank you very much for bringing this matter to our attentionWe are very much aware of this customer and we have been working very diligently to resolve this issueThe customer ordered some pieces of furniture from us and one piece was damagedThis piece that was damaged( a chaise lounge ) which by the way was discovered upon delivery was re-ordered by us for the customer and the damaged piece was left with her until her new piece arrivedWe do regret the inconvenience caused by the manufacturer back order but her new piece is now in and awaiting delivery to herThis we hope to accomplish in the next few days.Our customer service department will be calling her to schedule a delivery in a day or twoIt was rather unfortunate and we are sorry that she had to make do with torn piece of furniture while waiting for her new piece to arriveHopefully, this will bring this to a peaceful resolutionKind Regards,Cozi Furniture

Hello [redacted] ,Thank you for your review and be rest assured we do take this review very seriously.However, I have gone through our records for the date you indicated as the purchase date and I have gone a little further before and after the date, but I could not find the name you wrote in the review in any of the database.We would be glad and eager to assist if you can provide us with the exact name that is on your invoice with the invoice number and if possible the sales person that attended to you.We will be very glad to jump on this issue and provide a resolution at the earliest time possible but I will need the information requested to move on from this point.We have tried to reach you on your mobile phone number but it has not been reachable.We look forward to hearing from you again.Thank you.Cozi Furniture Inc

[redacted] We have received your complaint as submitted on the Revdex.com platform and be rest assured that we do take it very seriously and will provide a solution at the earliest possible time.I vividly remember the 7/22/which is the day you purchased the furniture from our store and you requested the furniture be delivered to you by August 18th to which we responded we will do everything within our reach to ensure we deliver on the day requested.You will recall you narrated the horrible experience you had with a particular online retailer when you ordered the same bed and had to wait for over months for delivery and the delivery never cameYou only resorted to coming into our store after all efforts to get the bed from other places failed.You called again on August 14th and spoke with the manager who reassured you that the bed will be delivered on the 18th or 19th at mostYou were duly informed that a typical furniture order takes between - weeks to be delivered.The date for the delivery has not changed and we will deliver your bed as promised.Be rest assured that we have been in business for over years and deliver furniture to an average on customers a day and we will continue to provide the excellent service we have always provided.We understand that not everybody will be pleased and not everybody will provide the true picture of what happened at the point of purchase.We appreciate your business and look forward to having you again.Thank youCozi Furniture Inc

Complaint: [redacted] I am rejecting this response because: The company has lied, to date as of 05/29/no one from Cozi furniture has contacted meOn several occasions they have promised it would be deliveredThey never stated it was a custom order nor is it on the receiptThey are deceitful and malicious liars and I can not understand why they are still in businessI have emails stating that they will not deliver the piece and can forward to the appropriate parties Regards, [redacted]

I am rejecting this response because:From: [redacted] *** < [redacted] @***.com>Date: Tue, Sep 13, at 1:PMSubject: Re: cid [redacted] / Cozi FurnitureTo: [redacted] < [redacted] @myRevdex.com.org>We haven't heard anything from Cozy FurniturePer their response to Revdex.com, they advised they would reach out to us in days and we haven't heard anything We even reached out to them and every time we call they claim Ben isn't thereThey take messages but we never get a responseSent from my [redacted] Regards, [redacted] ***

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, [redacted]

From: [redacted] < [redacted] @***.com>Date: Fri, Sep 11, at 10:AMSubject: Re: Your complaint has been receivedTo: [email protected] you ,I have been in contact with the companyThey never called me, but the fact that I have been paying on my account caused me to call themI have not received the dinette set that I ordered as yet but they sent me a loner set last FridayI have not been reimbursed for the two months payment that I have madeIs it possible for you to help me with thatThe company also said the dinette set should be here by the 15thThank you

Complaint: [redacted] I am rejecting this response because: Poor Business Practices and Inconsistent Information from different representatives from Cozi Furniture To Whom it May Concern, First off, it’s ok to address me as “James,” as did the professionals I’ve dealt with at the Revdex.comCozi Furniture’s response actually directly ties to one of the focal points for my refusal to do business with themThey’ve displayed business practices which are tactical in nature in the ways that are forceful and not catering to the customerI’ll simply focus on four sentences from their responseThe first being, “The customer's contention that the furniture was initially ordered from one manufacturer and then received from another manufacturer is incorrect.” This is not what was relayed in my complaintI stated, “..their company had gone to one manufacturer and that they didn't have the platform bed and so now they had to go to another manufacturer to get the bed.” That’s a lot different from what they relayed in their response and that came directly from their salesperson, Sam during the 11:04am phone call on 10/21/The bed was not in stock, according to Sam, and they were in the process of ordering it from another manufacturer The second sentence that I’ll address is “This is not to say that if we choose to get another order from a different manufacturer that there is something wrong with it.” As the customer, I put a great deal of responsibility and analysis in what manufacturers I deal with and what companies I deal withIf I choose to buy a bed that’s from a certain manufacturer on the floor of a store, I expect to get that same bed from that same manufacturerI have the right to exercise preferential decision making when making a purchaseI don’t feel comfortable with any representative from your store, infringing on my right to exercise sound judgment based on my experiences The third sentence, “Not at all,” to me, directly highlights the sense of entitlement that I’ve experienced with representatives from this businessOnce they’ve received on payment on a lay away plan, they force you into a situation against your will Finally, the last sentence that I’ll highlight is the most disturbing, “The customers's concern should be that he receives exactly what he ordered and not worry himself with where we get our orders from.” What gives anyone the right to determine what ‘I’ as the customer, ‘should be concerned about’? I won’t even bother to address this because the intonation of it, speaks for itself To further add to the unprofessional pattern of facts, I spoke with Nick F [redacted] , the store’s manager this past Saturday (10/24/2015), face to faceNick shared with me that the store had a policy that once an item is placed on lay-away, a customer has days after the first payment is received, to cancelI’ve read the Sales and Terms Rules, which are printed on the back of the first receiptI’ve seen nothing speaking to that policy which Nick sharedHowever, to give Nick the benefit of the doubt, I honored what he told me at the end of that conversation, which was “I’ll call you on Monday, October 26th to see what direction you want to go in, with regard to the furniture.” October 26th, has come and passed and I never received a phone call from NickIn fact, I’ve never received any phone calls from any representative from Cozi FurnitureAlso, as a professional courtesy, Nick please let me know if my addressing you as Nick is OK, or if you’d prefer, I’ll change it MrF [redacted] , and my apologies Regards, [redacted]

Thank you for bringing this matter to our attentionI understand that buying furniture can some times be very emotional The customer was called on the 16th and her furniture was delivered between am and am on the 17th of OctoberWe apologize for the one or two day delayKind Regards,Cozi Furniture

Customer Information: [redacted] 12px;"> [redacted] ***Odenton , MD ***Daytime Phone: ###-###-####E-mail: [redacted] @***.comThe details of this matter are as follows:Complaint Involves:Selling Practices Customer’s Statement of the Problem:On 08/16/2015, I put a down payment (for $100) on a platform bed at Cozi Furniture, located in New Carrollton, MD [redacted] ***, ***)It was shared that I had days to pay for the merchandise in fullMy salesperson, 'Sam' gave me his personal phone number (XXX-XXX-XXX) after I requested a business card from himHe had no business card, but was comfortable with sharing his phone numberTherefore, I paid the following payments on the following dates ($- 9/12/2015, $- 9/17/2015, and $- 10/10/2015), respectivelyI was told that the furniture would be in, the following weekI called the store on 10/13/(###-###-####) to check on the status of the furnitureI was placed on hold while a Cozi Representative searched for my invoiceI'd given them my last name, and eventually the call was disconnectedI called again, and got the same person to answer the callThese calls were placed at 12:23pm and 1:59pmDuring the second call, I was told that the bed had not 'come in' as of yet but they were expecting it by the following weekOn 10/21/at 11:04am, I called their business number, again ###-###-#### and an automated message came on saying that the number was no longer in serviceI then called Sam's personal numberHe answered the phone, and relayed to me that their company had gone to one manufacturer and that they didn't have the platform bed and so now they had to go to another manufacturer to get the bedAt this point, I was uncomfortable with acquiring the merchandiseI called a friend of mine to discuss the facts and they also called the business and was told the same thingI called the business at 1:08pm, the same day, and now the number was working-for some reasonI have the phone records of my phone to show that the numbers that I dialed were exactly the sameWhen I reached one of their representatives during the 1:08pm phone call, I told them that I no longer wanted the merchandise and I wanted my money backThey put me on hold, and 'Sam' came on the phoneI shared my decision with Sam, and I was 'professional' the entire timeSam shared at that point that I'd have to come into the store and he said the following 'to get your stuff.' I asked him, “are you saying that I can come to the store and get my money?” He replied, "No, you can come to the store and follow the process for getting your money." I then asked him what the process consisted ofHe shared, that I'd have to talk with management about thatWhen I arrived at the store around 5:30pm, I was told that the merchandise was thereI told them, I don't want the merchandiseThen they explained a policy point that they have on the back of their receipt which states the following; "1.aReturns: Once an invoice has been scheduled for delivery, the invoice items have been transferred from the warehouse to a store for pick-up, or the customer has taken possession of the merchandise, all approved returns will be charged a 30% restocking feeA restocking fee will be charged for all returns, including returns due to a customers change in preference of color, size, if the item does not fit, or any other reasonThere will be no refund of a pickup or delivery feeAfter deducting the restocking fee and delivery fee, the customer shall be entitled to store credit for the remaining balance of the purchase price." I then asked them if I could see the furnitureThey told me that the furniture as at their warehouse in Beltsville, MD (Southard Drive, Beltsville, MD 20705)They showed me a copy of an invoice of some sort which showed the shipping manifest of some furniture with my last name on it, and I asked them why the salesperson didn't share this with me during the earlier phone call when they told me that they'd have to go to another manufacturerThis Cozi Representative could not explain the answer to why 'Sam' didn't share this informationI asked for a copy of that shipping manifest and they would not give me a copy of itThe representative told me that I'd have to pay 30% of the total cost of my purchase, which I no longer wanted, nor ever seenThe total cost was $1091.07, and the invoice number is That figure comes to over $I refused to pay that money and I want a full refundLast night, I started to do additional research on this business and found that other former consumers have has the same issues.Complaint Product/Service: SalePurchase Date: 10/10/2015Problem Occurred: 10/21/2015Model: Not-on-Reciept(I have Receipt)Account Number: 10922Order Number: 10922Name of Salesperson:Sam Purchase Price: $1091.07Disputed Amount: $Desired Outcome/Settlement: I want a 'full refund' for my merchandiseI refuse to pay 30% of the sale, for the merchandise when their customer service has been so poor and dishonestLast night, I started to do additional research on this business and found that other former consumers have had the same issuesDue to sheer numbers that I've seen out here on the various official and unofficial blog sites and complaint venues, I'm hoping that these facts can potentially be used to prompt an FTC InvestigationTheir premise or prerequisite deals with patterns of business malpracticeI'd hate to see them 'put out of business,' but I'd certainly want them to change their professional practicesDesired Settlement: Refund Cozi Furniture, Inc [redacted] New Carrollton, MD [redacted] ###-###-#### PH ###-###-#### FX October 27, Revdex.com Washington, DC Customer Information: [redacted] [redacted] ***Odenton , MD ***Daytime Phone: ###-###-####E-mail: [redacted] @***.com On August16, 2015, [redacted] came into the Cozi Furniture Store located in New Carrollton at [redacted] **, New Carrollton, MD [redacted] and started a layaway for the purchase of a queen bedHe made a deposit of $on a purchase of $1,He came in again on September 12, and made a payment of $Again, he came in on September, and made another payment of $On September 10, 2015, he came in and made the final payment of $Our store policy states furniture delivery could take up to six weeks from when payment is receivedHe made his final payment on September, and he called us three days later to check the status of the order that the payment was received two days priorThe very next day, a woman started calling on [redacted] 's behalfMeanwhile, this woman's name is not on the invoiceShe kept calling asking us why the furniture was not readyWe told her that the furniture would be in the following week and that was when she went off [redacted] made the final payment on the 10th of October and he expected the furniture to be ready by the 13thWe received the queen bed on October 21, That was just days from the day that the customer made his final payment The customer's contention that the furniture was initially ordered from one manufacturer and then received from another manufacturer is incorrectThis is not to say that if we choose to get another order from a different manufacturer that there is something wrong with itNot at allThe customers's concern should be that he receives exactly what he ordered and not worry himself with where we get our orders fromWhen he came into the store, he was showed the manifest and he requested a copy of the manifest to which a no answer was givenTo give him our manifest which contains our vendors information, our financial information and other customers information is something that we can not doAs stated earlier, we received the furniture on the 21st of OctoberWe offered the customer to have delivery the very next day and he refusedWe also asked him to go to the warehouse and pick it up same day and he refusedRegarding the bad reviews that the customer talked about, we know that we will not be able to make every customer happyWe get over new customers every every month and we are aware of the or so bad reviews that are out thereWe will continue to work with them to correct what needs correcting and also continue to make sure that we do our best to take proper care of our customers In the case of [redacted] , we are open and willing to still work with himWe understand from his letter that he acknowledges our company policy but does not feel that it should apply to himWe stand ready to deliver his furniture to him whenever he wants it or if he wants to pick it up from our warehouse, we are also willing and ready to work with him to move this process alongPlease, let us know if we can be of further helpKind Regards, Cozi Furniture, Inc

From: [redacted] < 204);"> [redacted] @***.com>Date: Fri, Sep 11, at 10:AMSubject: Re: Your complaint has been receivedTo: [email protected] you ,I have been in contact with the companyThey never called me, but the fact that I have been paying on my account caused me to call themI have not received the dinette set that I ordered as yet but they sent me a loner set last FridayI have not been reimbursed for the two months payment that I have madeIs it possible for you to help me with thatThe company also said the dinette set should be here by the 15thThank you

CASE NO.: [redacted] .We sincerely apologize for responding this late on this matter as we thought the matter had been concluded and closed.It is true [redacted] bought a dinning set from us and it is also true that it was not deliveredHowever, this was due to circumstances beyond our control as the item in question had been discontinued by the manufacturer as at the time we ordered the furnitureThe manufacturer gave us no information as regards the discontinuation of the furniture otherwise we would not have received payment on the furniture.We have refunded [redacted] ***'s money afterwardsPlease do contact [redacted] for further confirmation.We appreciate your efforts in resolving this issue.Thanks.Cozi Furniture

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is not satisfactory to me They have not tried to reach me at allThe invoice name is under Lisandro my cousin purchase date 06/09/ Regards, [redacted] ***

Hello Revdex.com,We have received your complaint from [redacted] and be rest assured that we take this very seriously.This particular customer bought his furniture from the store and opted to pick it upHe inspected the furniture as required before picking it up from the store and was satisfied with it only for him to call back to say the furniture is torn after getting home.We however accepted his complaint even though we have not seen the furniture and also as he his not a professional delivery man the furniture could have been damaged at the point of getting it into his apartment.But we accepted his complaint and asked him to re-select another furniture that will be ordered so he can pick that up and return the one in his houseWe have since received the furniture into our warehouse and informed the customer to bring the one he has in his house back to the store so he could pick up the new one.The customer has refused to do so and in fact said we should bring the new one to his while the initial one is still in his houseThis is the point where we disagree, as soon as he brings the furniture back he can pick up the new oneCozi Furniture Inc

It is true that the customer did purchase a sectional from usIt is also true that the sectional got damaged at some pointWe called the manufacturer and they sent us the damaged part which was the floor panel of the under storageOur technician went out to the customer's house and installed the part and when he got back, he reported that the whole under carriage had been affectedThe customer came into the store and we advised them on what we are doing to rectify the situationThey have a five year warranty on the product and it does not expire until I believeThe idea that the store is stalling for the warranty to expire is preposterousThe manufacturer is in the process of sending to us the sofa section of the sectional so that the damaged side will be replaced for the customerwe anticipate this will be concluded in a reasonable amount of timeWe are in contact with the manufacturer and we also spoke to the customer about days ago.As far as the refund is concerned, this is a manufacturer issueWe are constrained to work at the manufacturer's paceWe are not in a position to offer refundWe will however work judiciously to make sure that the customer's issue is handled in a way that satisfies the customerThank you very much.Cozi Furniture, Inc

[redacted] [redacted] I am rejecting this response because: [redacted] They never talk talk to me I tried even calling the *** which is the finance Company to talk to these people and I didn't look at all the piece I took their word for what they showed me was ottam which it had a tag on I assume the rest off the furniture was tucked behind other furniture ask them about the manger [redacted] who quit and I spoke with him about how they did me he can verify what Im saying I saw him at the carwash and he told me about what happened he showed a text that he sent to his owner of why he guit and details about them not getting paid and they tried sending [redacted] their warehouse man to my home the same day of my purchase they sent me two used loveseat, a used couch and put an with sticker on it and they never called me about this furniture they suppose had ordered for me they kept saying you need to bring back the old furniture and I told both parties hey when you bring me the new furniture you can pickup old furniture and I would help you I just don't have the money write now to do this [redacted] can verify

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting the response because of comments provided by Cozi FurnitureI did not receive a call from this company in regards to a back order, I contacted them after a month and was told that it was going to be shipped out on April 23rdAt which time I told the representative to cancel the order before it was shipped, she stayed they cannot do thatThe furniture never made it to the warehouse until May 6th, after I had came in on May 2nd and requested a refund thenI should be due a refund now, opposed to waiting for the furniture to sell before a refund is givenIt has been numerous complaints about this company and waiting months for a refund of my hard earned money is very unfairPlease resolve this matter in me getting my refund now, and not months laterI do not want or need a store credit, as I do not want to conduct business with themThank youI am rejecting this response because: Regards, [redacted]

On the 18th of April 2015, we were having a Super Saturday Sale and Mr. [redacted] came into the store and purchased 17 pieces of furniture. He made a down payment of $371 on 17 pieces of furniture that day. He came back on the 20th of April and made an additional payment of $400. Finally, he came... in on the 11th of May and made his final payment. We placed an order for the furniture and they came in about 10 days later and all the furniture he bought was delivered to him with the exception of a single piece (a server) that was back ordered. We informed the customer of this and he went ahead and received the 16 pieces that was delivered to him and signed for them. We called after the delivery and everything was fine and we informed him that the server would be available in two weeks. A week later, he called and was advised that the server had not arrived. He said that somebody had called him to say the server had arrived. We informed him that as soon as the server arrived, he would be notified. When the server arrived (within the stated time period) we called him to affect a delivery and he said that he did not want the server. We enquired as to why he was acting in such a manner and he said that he no longer wanted the server. We offered to give him a refund on the server even though our contract says all sales are final and he refused. He stated that he wants us to come and take back everything that we delivered to him. We told him that this was not possible because we delivered to him on time. (our invoice states that furniture may take up to six weeks to deliver) All the furniture he bought was delivered to him with the exception of the server on time, in good condition and he signed for them and has been using them now for over a month. Frankly, we do not know why he would want us to come to his house and pick up furniture that we have already delivered in good faith, that he signed for and accepted in good condition. We understand that we did not deliver all pieces on the same day but we did inform him of this and he was in agreement with us regarding delivery time on the one extra piece. We are more than ready to refund the cost of the server if he no longer wants it and we have been in possession of the server now for over a month. All our attempts to deliver said server to him has been unsuccessful. We will be happy to forward all documentations regarding this sale to your office if it will help bring this matter to a close. Kind Regards, Cozi Furniture, Inc ###-###-####-PH