Cozi Furniture

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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 all. The invoice name is under Lisandro my cousin purchase date 06/09/2017.
Regards,
[redacted]

Dear Revdex.com,Thank you for bringing this matter to my attention. My sincere apologies for not providing a reply quicker. [redacted] is a good customer of ours. Her furniture was delivered on the 10th of May, 2016. The customer is happy and we apologize for any...

inconvenience. Kind Regards,Cozi Furniture, Inc

Thank you very much for bringing this matter to our attention. We are very much aware of this customer and we have been working very diligently to resolve this issue. The customer ordered some pieces of furniture from us and one piece was damaged. This 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 arrived. We do regret the inconvenience caused by the manufacturer back order but her new piece is now in and awaiting delivery to her. This 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 two. It 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 arrive. Hopefully, this will bring this to a peaceful resolution.
 
Kind Regards,
Cozi Furniture.

Thank you very much for bringing this matter to our attention. We are very much aware of this customer and we have been working very diligently to resolve this issue. The customer ordered some pieces of furniture from us and one piece was damaged. This 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 arrived. We do regret the inconvenience caused by the manufacturer back order but her new piece is now in and awaiting delivery to her. This 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 two. It 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 arrive. Hopefully, this will bring this to a peaceful resolution. Kind Regards,Cozi Furniture.

Good Day and thank you for bringing this information to our attention. The pieces of furniture in question were forever on back order by the manufacturers. We regret the fact that we were not able to fully satisfy the customer in this particular case even though the rest of her purchase were...

delivered in a timely manner. We have however refunded the customer for that potion of the sale in the amount of $419.00 and I believe the customer has received that refund and we have closed this matter. If you have more questions regarding this or anything else, please, do not hesitate to call me.Kind Regards,Cozi Furniture.

Thank you very much for bringing this matter to our attention. We do regret that we did not get back to you in a timely manner. The company has been undergoing some major changes including ownership changes and these greatly contributed to our late reply. With 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 printable. We have talked to the customer in the past regarding this and explained to her that her warranty was duly noted and registered. She 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 warranty. We stand ready to help or answer any questions that she may have regarding this or any other issues that she may have. We hope this satisfies the customer and if additional information is needed, please, do not hesitate to contact us.
Kind Regards,
Tony

[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 7/22/2017 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 2 months for delivery and the delivery never came. You 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 most. You were duly informed that a typical furniture order takes between 3 - 8 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 10 years and deliver furniture to an average on 12 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 you. Cozi Furniture Inc.

It is true that the customer did purchase a sectional from us. It is also true that the sectional got damaged at some point. We called the manufacturer and they sent us the damaged part which was the floor panel of the under storage. Our 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 affected. The customer came into the store and we advised them on what we are doing to rectify the situation. They have a five year warranty on the product and it does not expire until 2020 I believe. The idea that the store is stalling for the warranty to expire is preposterous. The 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 customer. we anticipate this will be concluded in a reasonable amount of time. We are in contact with the manufacturer and we also spoke to the customer about 10 days ago.As far as the refund is concerned, this is a manufacturer issue. We are constrained to work at the manufacturer's pace. We are not in a position to offer refund. We will however work judiciously to make sure that the customer's issue is handled in a way that satisfies the customer. Thank you very much.Cozi Furniture, Inc

From: [redacted] <[redacted].com>Date: Fri, Sep 11, 2015 at 10:33 AMSubject: Re: Your complaint has been receivedTo: [email protected] you ,I have been in contact with the company. They never called me, but the fact that I have been paying on my account caused me to...

call them. I have not received the dinette set that I ordered as yet but they sent me a loner set last Friday. I have not been reimbursed for the two months payment that I have made. Is it possible for you to help me with that. The company also said the dinette set should be here by the 15th. Thank you.

Thank you for bringing this matter to our attention. I understand that buying furniture can some times be very emotional.  The customer was called on the 16th and her furniture was delivered between 7 am and 9 am on the 17th of October. We apologize for the one or two day delay. Kind...

Regards,Cozi Furniture

Thank you very much for bringing this matter to our attention. We do regret that we did not get back to you in a timely manner. The company has been undergoing some major changes including ownership changes and these greatly contributed to our late reply. With 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 printable. We have talked to the customer in the past regarding this and explained to her that her warranty was duly noted and registered. She 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 warranty. We stand ready to help or answer any questions that she may have regarding this or any other issues that she may have. We hope this satisfies the customer and if additional information is needed, please, do not hesitate to contact us.Kind Regards,Tony

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If 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 warranty. I am sure that no such warranty exists and that the company merely added a $100 surcharge. I have received untrue information multiple times from this company and watched them dealing similarly with other customers as I waited in the store. I do not understand how they are allowed to operate such a clearly dishonest business.
Regards,
Christine P[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

Dear Revdex.com,Thank you for bringing this to our attention. The customer did come in and make a purchase on March 22, 2016. The sofa part of the order was back ordered for a couple of weeks and some time in April, the customer was called and informed that her furniture would be ready...

to be shipped by the manufacturer on 20 April, 2016. The customer told the customer service representative that she had already gone ahead and bought another furniture. She was informed that the store policy for delivery is 1 to 6 weeks but the customer repeated that she wanted a refund.The company has decided that even though the policy does state one to six weeks for delivery, it will go ahead and issue the customer a store credit for the purchase and also would be willing to refund the customer her full payment as soon as the store sells the sofa and love seat that was already ordered and delivered to the store's warehouse. The sore does not anticipate any challenges or delays with this process. The store will also reach out to the customer with a view of proffering a solution for this challenge.Kind Regards,Cozi Furniture, Inc

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 up. He 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 house. We 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 house. This is the point where we disagree, as soon as he brings the furniture back he can pick up the new one. Cozi Furniture Inc.

Complaint: [redacted]
I am rejecting this response because: The company has lied, to date as of 05/29/15 no one from Cozi furniture has contacted me. On several occasions they have promised it would be delivered. They never stated it was a custom order nor is it on the receipt. They are deceitful and malicious liars and I can not understand why they are still in business. I have emails stating that they will not deliver the piece and can forward to the appropriate parties.
Regards,
[redacted]

Customer Information:[redacted]  12px;">[redacted]Odenton , MD  [redacted]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], [redacted]). It was shared that I had 90 days to pay for the merchandise in full. My salesperson, 'Sam' gave me his personal phone number (XXX-XXX-XXX) after I requested a business card from him. He had no business card, but was comfortable with sharing his phone number. Therefore, I paid the following payments on the following dates ($250 - 9/12/2015, $150 - 9/17/2015, and $591.02 - 10/10/2015), respectively. I was told that the furniture would be in, the following week. I called the store on 10/13/2015 (###-###-####) to check on the status of the furniture. I was placed on hold while a Cozi Representative searched for my invoice. I'd given them my last name, and eventually the call was disconnected. I called again, and got the same person to answer the call. These calls were placed at 12:23pm and 1:59pm. During the second call, I was told that the bed had not 'come in' as of yet but they were expecting it by the following week. On 10/21/2015 at 11:04am, I called their business number, again ###-###-#### and an automated message came on saying that the number was no longer in service. I then called Sam's personal number. He 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 bed. At this point, I was uncomfortable with acquiring the merchandise. I called a friend of mine to discuss the facts and they also called the business and was told the same thing. I called the business at 1:08pm, the same day, and now the number was working-for some reason. I have the phone records of my phone to show that the numbers that I dialed were exactly the same. When 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 back. They put me on hold, and 'Sam' came on the phone. I shared my decision with Sam, and I was 'professional' the entire time. Sam 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 of. He shared, that I'd have to talk with management about that. When I arrived at the store around 5:30pm, I was told that the merchandise was there. I told them, I don't want the merchandise. Then they explained a policy point that they have on the back of their receipt which states the following; "1.a. Returns: 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 fee. A 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 reason. There will be no refund of a pickup or delivery fee. After 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 furniture. They told me that the furniture as at their warehouse in Beltsville, MD (10207 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 manufacturer. This Cozi Representative could not explain the answer to why 'Sam' didn't share this information. I asked for a copy of that shipping manifest and they would not give me a copy of it. The representative told me that I'd have to pay 30% of the total cost of my purchase, which I no longer wanted, nor ever seen. The total cost was $1091.07, and the invoice number is 10922. That figure comes to over $327. I refused to pay that money and I want a full refund. Last night, I started to do additional research on this business and found that other former consumers have has the same issues.Complaint Background: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: $327.33 Desired Outcome/Settlement: I want a 'full refund' for my merchandise. I refuse to pay 30% of the sale, for the merchandise when their customer service has been so poor and dishonest. Last night, I started to do additional research on this business and found that other former consumers have had the same issues. Due 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 Investigation. Their premise or prerequisite deals with patterns of business malpractice. I'd hate to see them 'put out of business,' but I'd certainly want them to change their professional practices. Desired Settlement: Refund 
Cozi Furniture, Inc
[redacted]
New Carrollton, MD [redacted]
###-###-#### PH
###-###-#### FX
October 27, 2015
Revdex.com
Washington, DC 20002
Customer Information:
[redacted]Odenton , MD  [redacted]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 bed. He made a deposit of $100.00 on a purchase of $1,091.07. He came in again on September 12, 2015 and made a payment of $250.00. Again, he came in on 17 September, 2015 and made another payment of $150.00. On September 10, 2015, he came in and made the final payment of $591.02. Our store policy states furniture delivery could take up to six weeks from when payment is received. He made his final payment on 10 September, 2015 and he called us three days later to check the status of the order that the payment was received two days prior. The very next day, a woman started calling on [redacted]'s behalf. Meanwhile, this woman's name is not on the invoice. She kept calling asking us why the furniture was not ready. We 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 13th. We received the queen bed on October 21, 2015. That was just 11 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 incorrect. This is not to say that if we choose to get another order from a different manufacturer that there is something wrong with it. Not at all. The customers's concern should be that he receives exactly what he ordered and not worry himself with where we get our orders from. When he came into the store, he was showed the manifest and he requested a copy of the manifest to which a no answer was given. To give him our manifest which contains our vendors information, our financial information and other customers information is something that we can not do. As stated earlier, we received the furniture on the 21st of October. We offered the customer to have delivery the very next day and he refused. We also asked him to go to the warehouse and pick it up same day and he refused.
Regarding the bad reviews that the customer talked about, we know that we will not be able to make every customer happy. We get over 200 new customers every every month and we are aware of the 8 or so bad reviews that are out there. We 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 him. We understand from his letter that he acknowledges our company policy but does not feel that it should apply to him. We 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 along.
Please, let us know if we can be of further help.
Kind Regards,
Cozi Furniture, Inc.

I am rejecting this response because:From: [redacted] <[redacted].com>Date: Tue, Sep 13, 2016 at 1:27 PMSubject: Re: cid [redacted] / Cozi FurnitureTo: [redacted] <[redacted]@myRevdex.com.org>We haven't heard anything from Cozy Furniture. Per their response to Revdex.com, they advised they would reach out to us in 10 days and we haven't heard anything.  We even reached out to them and every time we call they claim Ben isn't there. They take messages but we never get a response. Sent 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]

Cozi Furniture returned my 150.00 dollars on 12/12/2017. Thank you Revdex.com.