Davis Home Furnishings

In response to this complaint here are the facts as were documented:Call received 6/30/ & was scheduled to diagnose on 7/6/Disagnosed as needing the oven ignitorWe had then part in stock & tried to return to installWent out on Sat7/9/& they were not home so our tech tagged his door letting them know he was thereOur tech tried to get in touch with them on 7/11/in the morning, but got no answer Mrcalled in & was scheduled for 7/13/& our tech talked to him that morning & he asked to be called when the tech was on the wayOur tech called him on the way & got no answer, but went anywayNo one was home & he waited minutes in the driveWe finally went out on 7/14/& installed the ignitorMr [redacted] called back & said the oven wasn't workingI explained we would go back out & find out whyMr [redacted] was a little upset & I tried to explain to him that even new parts can be bad right out of the box, but we have to come out & find out what the problem would be We tried scheduling for Mon7/18/& 7/21/& either it was not a good day or there was no answer We finally got back to recheck the oven on 7/25/& the new ignitor was indeed defectiveFortunately I had reordered the ignitor for our stock so we had another right awayOur tech called on Tues7/26/to return with the other ignitorTech told Mr [redacted] he would be there between 9:00-10:Mr [redacted] said his wife would be there all dayAt 9:Mr [redacted] was on the phone to our office VERY upset because the tech wasn't there & he was insisting that the tech told him he would be there at 9:I TRIED explaining to him that he had a call before he got to his house & maybe was running a little lateMr [redacted] would not listenHe felt that he should be given priority status because of the length of time completing the repairs I told him that the only priority calls are people refrigerators are not working & they are losing food I NEVER said he wasn't important to usOur service manager was in the office at the time & I put him on the phone & Mr [redacted] was SCREAMING at himChuck DID tell him "You receive what you get" because of the abuse he was taking from Mr***Mr [redacted] also stated he never talked to the tech--then how did he know he said 9:00????Mr [redacted] was TOTALLY belligerent while on the phoneThere was absolutely no reasoning with himMr [redacted] also said he talked to our company twice on 7/23/That is not possible since that was a Saturday & we are closed.Hopefully this will clear up this issueSincerely,Josephine ML***

In response to this complaint here are the facts as were documented:Call received 6/30/2016  & was scheduled to diagnose on 7/6/2016. Disagnosed as needing the oven ignitor. We had then part in stock & tried to return to install. Went out on Sat. 7/9/2016 & they were not home so our...

tech tagged his door letting them know he was there. Our tech tried to get in touch with them on 7/11/2016 in the morning, but got no answer.  Mr. called in & was scheduled for 7/13/2016 & our tech talked to him that morning & he asked to be called when the tech was on the way. Our tech called him on the way & got no answer, but went anyway. No one was home & he waited 15 minutes in the drive. We finally went out on 7/14/2016 & installed the ignitor. Mr. [redacted] called back & said the oven wasn't working. I explained we would go back out & find out why. Mr. [redacted] was a little upset & I tried to explain to him that even new parts can be bad right out of the box, but we have to come out & find out what the problem would be..  We tried scheduling for Mon. 7/18/2016 & 7/21/2016 & either it was not a good day or there was no answer.  We finally got back to recheck the oven on 7/25/2016 & the new ignitor was indeed defective. Fortunately I had reordered the ignitor for our stock so we had another right away. Our tech called on Tues. 7/26/2016 to return with the other ignitor. Tech told Mr. [redacted] he would be there between 9:00-10:00. Mr [redacted] said his wife would be there all day. At 9:45 Mr. [redacted] was on the phone to our office VERY upset because the tech wasn't there & he was insisting that the tech told him he would be there at 9:00. I TRIED explaining to him that he had a call before he got to his house & maybe was running a little late. Mr. [redacted] would not listen. He felt that he should be given priority status because of the length of time completing the repairs.  I told him that the only priority calls are people refrigerators are not working & they are losing food.  I NEVER said he wasn't important to us. Our service manager was in the office at the time & I put him on the phone & Mr. [redacted] was SCREAMING at him. Chuck DID tell him "You receive what you get" because of the abuse he was taking from Mr. [redacted]. Mr [redacted] also stated he never talked to the tech--then how did he know he said 9:00????Mr. [redacted] was TOTALLY belligerent while on the phone. There was absolutely no reasoning with him. Mr [redacted] also said he talked to our company twice on 7/23/2016. That is not possible since that was a Saturday & we are closed.Hopefully this will clear up this issueSincerely,Josephine M. L[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Regards,
Grant [redacted]

In response to complaint ID [redacted] for [redacted] we would like to state that she is a little confused as to the parts that were needed. First off we replaced the motor CONTROL not the motor. There is a big difference between the two parts.  As we explained to [redacted] we contacted...

[redacted] technical assistance about her problem to affirm our diagnosis was correct. [redacted] technical assistance said the solution could be one of two parts or both.  Our tech discussed this with [redacted] & she wanted to replace the least expensive part first. That is what we did (it was the motor CONTROL).  This repair was done on 4/6/2016.On  4/11/2016 she called & said her [redacted] washer would not spin again. The tech went back out at no charge & replaced the harness to the motor control that he had left in the box & didn't replace it on 4/6/2016.She phone again on 5/9/2016 & said that the washer was not spinning again. Our tech explained to her that she would need the control module the more expensive of the 2 parts [redacted] technical assistance told him that it would be. [redacted] did not want to proceed with the repair since it was costly (is my guess). She wants us to remove the motor control we installed originally. She is not understanding that we cannot return the part to our distributor. Automatic Parts, because it was installed & considered used. She stated that the motor control did not work for her washer, but she had a 2 fold problem.Our service manager/owner has spoken with [redacted] & agreed to remove the motor control & refund her what she has paid for the part. This refund will occur when we go back & remove the part.I can understand her frustration, but it is very difficult to explain to the average consumer what is involved in the parts process. We are refunding her money only as a good will gesture. She seems to think we will be able to utilize this part in the future, but unfortunately we have not had to order this part before so it may take years before we can resell it & only as a used part because it has been installed.[redacted] also asked if I would send/email copies of her service history to the [redacted] factory. which I did. She was attempting to have them pay for the additional repair. [redacted] reviewed the history & deemed it was well out of the one year warranty they offer & could not help her.We were willing to install the control module with no additional labor cost to here. She would only be responsible for the cost of the part.Regard,Josephine L[redacted]/Office Manager

Review: We placed a order on August 26th, 2013. We paid this in full. We were told that the order would be delivered on August 28th. When we received the furniture some of the pieces was not delivered. The delivery driver said they did not have them. Our store saleperson (Marcia) never called us to tell us we would be getting a parital order. In fact when we placed the order for the pieces she said all the pieces are in stock and at the warehouse. So I called the store and [redacted] was off so she called me back the next day and said "Oh we did have to order the pieces and it would be another 2 weeks. So we waited over 2 weeks have not recieved our order or no call from the store. I called the store today and [redacted] said it would be another 10-14 days. I requested our money back since they were unethical and was dishonest and scammed us to pay for items in full that they did not have in stock. We would of rather had honesty and told when we placed the order it would be 4 weeks. Then at that time we could of chose if we wanted to wait that long. The store does not follow up and we dont like to be lied to!!Desired Settlement: We would prefer to get our pieces but must have a honest answer to when we can receive the pieces and keep us updated. If they can not get the pieces soon then request a full refund .

Business

Response:

Hi:

We did not have the stools when the client initally placed the order. We have just recieved them and scheduled delivery with the client for Wednesday September 11th between 11-2. Please feel free to contact me with nay questions.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

This business just does not get it. When we placed the order for the pieces we were told all the pieces are in stock and avaliable for delivery on August 28th. Not once did we get a call from the store saying that all the pieces are not avaliable that they had to special order them. The store just delivered some of the pieces and when the driver arrived he said he did not know why we did not get everything.

As a client our Sales Represenative should of called us and told us when they found out the piece were not avalibable. Instead of getting the shocker when the delivery came.

I had to call the store and it took days for them to return my call. Not once did the store or the sales representative ([redacted]) tell me the truth. [redacted] keep saying they had to be special ordered. All we were asking is for the store to be honest and admit the error or mistake and especially apoligize. In fact when the sales representative called after finding out I filed this complaint she asked me to remove the complaint and was very loud with me and that all she was worried about. The store has great pieces and I believe they have good owners (this is what I heard) but the sales represenative is dishonest. I even asked to talk to one of the owners because my neighbor suggested this but she would not allow this.

Anyways I did receive the pieces yesteday and just wanted to add this to the complaint . I love the store pieces but they just lost a customer due to dishonesty.

I ordered a $400.00 floor lamp, when it came in 3 weeks later, when I went to pick it up I asked [redacted] (manager)to plug it and test it. He assured me that they inspected it and tested it and everything worked. I took his word, went home, and the light socket didn't work. I called to report the defected product and they were trying to blame me as a customer that the wire got loose in the process of transportation so they would order a replacement socket. I told them that I'm paying good money for a lamp and that I want a new one. They were hesitant to get me a new one ordered but they spoke to the manufacture and got the base ordered only. Again, I waited 2 weeks after waiting 3 weeks the first time so when I went to pick up the lamp, I asked to have them test it where [redacted] (manager) gave attitude the whole time. He brought the floor lamp to the back of the store, where he banged it up against the cabinet, and I told him you better not damage the lamp. This time the light worked but then I noticed a nice chip in the glass. I pointed it out to [redacted] which he said the glass is supposed to be beveled but it was cracked at the corner, not BEVELED! His solution to the problem was to now leave both lamps at the store where they would swap the glass and I could pick it up again a 3rd time. At this point, I just wanted a refund which I had to argue to get because their policy is "No refund on special orders" even though the product was damaged on two separate occasions. I purchased many high-end products in the last 2 years from other companies and they have taken good care of me as a customer. Davis has the worst customer service I have ever experienced. I would never recommend this company. Buyer beware!!!!!

Ten years later everything we purchased from Davis has held up beautifully and still looks great. Included purchases were: housefull of shutters, bar stools, two bedroom sets, three mattresses, wall decor, etc.