Crown Motors, Inc.

*** *** *** *** designer Ellen showed them several mattress/foundation sets and bed frames options to suit their design and comfort needs for their new home in *** *** ** in June They were shown and tested both items purchased in the design center, the first being the Latex Queen
Mattress/Foundation set ($1599.20) purchase on 6/8/and Queen Cayman Bed ($1415.20) purchased on 6/11/in our Princeton, NJ locationBefore final purchases were made the *** were able to see a true representation of how the mattress and 8.5" foundation would feel to which they were able to sit and lay on the bed frame which had another style mattress displayed with a similar feeling and sized mattress/foundation as the mattress set shown in adjacent roomThey did not disclose at any time that there was any issue of height or discomfort getting in and out of the bed at the point of saleThe orders were processed, signed and agreed to by all parties involvedThe purchases were reviewed and signed for by The *** in which they agreed to the terms and condition of sale being, “all custom orders do not offer cancellation, refunds, returns or exchanges after hours of purchase”The *** received delivery of their new bed frame and mattress/foundation set on 9/22/and called to say they had issue getting in and out of the bed and mattress combination soon there afterWe reviewed with *** *** that the items delivered were identical to the ones shown and tested in the showroom*** *** asked if we had other lower option foundations which we did and offered him a non-standard, low profile option that was 3” lower than the one he tested, purchased and agreed to three months agoI gave him the price to purchase which was $plus tax and delivery of $*** *** became outraged and expressed he wanted it for freeI then extended him a courtesy and offered him the option to purchase the low profile foundation at a reduced price of $plus free delivery ($49) and free disposal of existing foundation in an effort to “wow” him and give good customer service*** *** did not accept my offer and threaten to file a complaint with the Revdex.com, Yelp, Google and social media claiming bait and switch, discrimination to elderly and disabled people which was not the caseHe insisted he should not be charged for wanting to change the foundationSince his complaint, we amended our offer to a one time accommodation and no charge to replace the foundation, remove existing foundation and deliver at no charge, a total of $plus taxBefore accepting our offer *** *** continued to rebut the offer looking for additional monetary compensation stating “What dollar cost should Ethan Allen Furniture Company be liable for?”At this point we feel the *** unwarranted complaint has been more than satisfied and *** *** is trying to further escalate the situation and take advantage of our efforts to be more than fair and accommodating to his want and needsHis “free” foundation was ordered on 10/11/and is expected to arrive the week of 11/06/17 to our delivery terminal in ColoradoI would appreciate this complaint to be marked as resolved as we have gone above and beyond to show good customer service to resolve this dispute regardless of clients expectations to receive free goods and make and unjustified claims

Complaint: [redacted]
I am rejecting this response because: We have not---to date---received the correct boxspring that we paid for and was not free of cost  as the Ethan Allen representative claimed in her rebuttal. We were never offered  boxspring choices and the representative was not present at the point of sale nor did she ever personally meet us. The designer only showed us different mattress representations with no regard to bed frames or alternate boxspring selections. The showroom displays were not the exact model delivered to us. Furthermore, we most certainly informed the designer of our physical limitations. My wife even disclosed that she had bilateral knee replacement surgery. As for our height and age that would quite evident upon meeting with us on several occasions. No 'threats' were made and we are free to voice our opinions on social media and file complaints to Revdex.com or any government consumer affairs agency regarding our experiences with Ethan Allen. As for a dollar cost---we paid for a bed that we can not safely utilize from the delivery date of September 22 to the present date. We contracted and paid for merchandise that we aren't able to safely use. Had the Ethan Allen Princeton Showroom  authorized a no fee even exchange upon our initial contact on the delivery date of September 22 this complaint would not exist. It should  further be noted that after we contacted the corporate office and  they interceded on our behalf with this representative the fee was waived with an oral apology from them. The old retail adage applies very well in this avoidable conflict---"The customer is always right, if you do not think so, then think again."
Regards,
[redacted]