Design Source Furniture

Unfortunately does not come up under this name, email address or phone numberPlease give us the phone number, email address or name associated with the move so we can address this complaint appropriatelyThank you

The customer account has been updated and refunded accordingly (please see attachments), a claim was never opened for items missing. The customers have been sent a claim form to start the claims process on the missing items. Customer have been notified of refund and update to the storage account and... the claim form was emailed to the customers attention. We deeply apologies for any inconveniences this may have caused the customer. Thank you

Revdex.com:
I have reviewed the response made by the business
in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
[My wife *** *** booked the move with Flatrate ***'s email address is *** ***'s telephone number is ###-###-####.]
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

We understand there was a bit of confusion regarding the delivery windowCustomer did not purchase a GDD (guaranteed delivery window) or Express deliveryCustomer did express a desire to receive their items as soon as possible and customer also believed the delivery would be on 1/**Customers
signed the Move Plan and Bill of Lading with the delivery window TBD (to be determined) see attachedCustomer was also informed by the Long Distance deptthe window of delivery would be 1/** - 1/** customer was delivered on 1/**Per the customers request we did fthe musical equipment he stated he needed for work prior to delivery, customer was also given $courtesy compensation for the confusion and any inconvenience this caused

*** ***'s original check was lost in the mailA new check was issued and mailed via fto *** ***, *** *** was advised of the new check and sent a tracking number (see attached screen shot of email).Thank you

Good afternoon,Repairs need to be scheduled by the customer with *** *** ***; this is the company that assessed the damages and they will honor the repair estimates givenAs per the Bill of Lading (contract), FlatRate reserves the right to use a company of our choosing. The damages have already been assessed, a second assessment is not necessary, nor are we required to do soWhat the customer refers to as their High Value Items were indeed covered at $per pound as per the Bill of Lading and as indicated on their settlement letterAll the items indicated on the claim form, provided by the customer, were addressed on their settlement letterIn regards to replacement costs for anything damaged beyond repair, as per the Bill of Lading, FlatRate may replace with a similar or like kind.Thank you

Unfortunately does not come up under this name, email address or phone number. Please give us the phone number, email address or name associated with the move so we can address this complaint appropriately. Thank you

The customer account has been updated and refunded accordingly (please see attachments), a claim was never opened for items missing. The customers have been sent a claim form to start the claims process on the missing items. Customer have been notified of refund and update to the storage account and...

the claim form was emailed to the customers attention. We deeply apologies for any inconveniences this may have caused the customer. Thank you

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[It has been one week, and Flatrate has not responded.]
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

While we do not normally allow customers to return "special orders" for refund or exchange (they signed our contract that indicates "no cancellations, no returns, no exchanges" on frames and fabrics/leathers that THEY CHOSE), we have allowed the customer to select different frames without charging...

our normal "restocking fee" and despite the fact that the furniture has been in their home since April 15th.As always, we go beyond normal business procedures and restrictions to satisfy our customers.  We do "touch ups" in our shop even though merchandise is purchased "as is," we make repairs at no charge on furniture past the warranty period, we have often done repairs on furniture purchased from other retailers who would not help satisfy the customer.  Sincerely,[redacted]President Design Source Furniture

Review: We purchased two living room sets from Design Source Furniture. We were a little hesitant on one of them. We were told at the time if we decided we didn't like it they would allow us to return it & purchase something different. They even crossed off the part of our receipt that says no cancellations & no exchanges. We decided we did not like the [redacted] sectional. When we called to see about exchanging it for a [redacted] sectional, they simply told us no. We spent a total of $13,250 and were promised complete satisfaction. We are not asking for our money back. We are asking to exchange the sectional for a different sectional. We have found out that the sales lady that sold us the furniture was hired by Design Source Furniture to help liquidate stock when they were closing the [redacted] store. We feel they used high pressure sales people to promise people almost anything & now will not stand behind these promises. We are not even sure exactly how much the [redacted] cost because there are no prices on the receipt. We were told it was normally $7,200 but we were paying $6,000. However, there are no prices on the receipt.Desired Settlement: We would like to exchange the [redacted] Sectional for a [redacted] sectional just like we were promised we would be able to do.

Business

Response:

While we do not normally allow customers to return "special orders" for refund or exchange (they signed our contract that indicates "no cancellations, no returns, no exchanges" on frames and fabrics/leathers that THEY CHOSE), we have allowed the customer to select different frames without charging our normal "restocking fee" and despite the fact that the furniture has been in their home since April 15th.As always, we go beyond normal business procedures and restrictions to satisfy our customers. We do "touch ups" in our shop even though merchandise is purchased "as is," we make repairs at no charge on furniture past the warranty period, we have often done repairs on furniture purchased from other retailers who would not help satisfy the customer. Sincerely,[redacted]President Design Source Furniture

Review: I purchased 2 Sofas on June 30th 2013 and paid for them in full. I was told the sofas needed to be made at the same time in order to insure that the fabric on both sofas would be the exact same color. The delivery time frame was 8-10 weeks. I had to continue to follow up with this order once the 10 weeks passed. After waiting 13 weeks and paying for delivery the sofas were finally delivered to my home damaged. The the individuals delivering the sofas claim the damaged was caused during shipping because they were not wrapped and padded properly. The damaged was documented on the delivery ticket and Design Source was immediately notified the next morning. Photographs were also taken at the time of by the delivery company. Design Source refuses to schedule to have the damaged sofas picked up form my home. After I requested a full refund I have been put off with excuse after excuse. The right thing to do would have been to simply apologize for the unfortunate situation and offer me a refund. Instead Design Source wants me to wait while they place another order with the manufacturer to replace the sofas then wait another 13 weeks and cross our fingers that the sofas do not arrive damaged the second time. Design Source the right thing to do would be to give the customer a refund and take this issue up with the manufacturer. Period!!!! Design Source please come pick up your damaged goods and give me my money back because IT IS THE RIGHT THING TO DO !!!!!!Desired Settlement: I would like Design Source to come pick up the damaged sofas and refund my money.

Business

Response:

Hello [redacted]

Here is the short story on Mrs. [redacted]. She placed a “custom order” with my firm and signed the area indicating that her contract did not allow for refunds, exchanges, or cancellations on product for which she chose fabric and pillows.

Despite this fact, when the fabric came in with some flaws in several places, we agreed to let her use the existing pieces (with no final payment) until new ones came in. She came in later with her husband who demanded that they be refunded.

Mrs. [redacted], however, took my Glendale manager aside and said she would speak to her husband about accepting our offer.

From there it got to be “he said, she said.” At that time, even though her contract did not allow for a refund, we called to make arrangements to pick up her two sofas and refund her money in full. We now have her sofas and are in the process of

refunding her entire balance.

We will send you the refund slip before week’s end.

Cordially,

President

Design Source Furniture

My mother in law placed an order with this business about six months ago,(Feb.)at the store located on Bell Rd. She paid for half the order and two chairs which required manufacturing. We were told this would require six to eight weeks. Months went passed and we heard nothing from the store people. We protested about the lack of communication regarding the chairs, however to no avail. We were always the ones to initiated inquiring calls. We were never provided updates by store personel. They promised to call but never followed through. After six months I complained to the Revdex.com. Several days later we received a refund check and not one word of explination was included in the envelop. Thank heavens for the Revdex.com as on our own we got no coop. for the store or upper management.

Unfortunately, I do not have a great review for DSF at Arrowhead. Labor day weekend I walked into the store and was happy to find a sofa and chair I loved. The store manager, Brenda was a pleasure to work with and allowed me to pull the fabrics I was interested in and put together an order for me without hassle. If I could wait, 4-6 weeks I'd have a new sofa I had a huge crush on. Two weeks ago (at the end of the 6th week) I called and was told the sofa was "on hold" for 2 pillows that they did not have fabric for. Not one single phone call to advise me, or ask if I was willing to accept without the pillows, or change fabrics. Well, here it is, 8 weeks later and still no sofa or chair. The 2 sales people I've called and talked to a few times, never call me back or follow through on researching the whereabouts of the product. After a call with the store manager, I was convinced it would be here this past weekend, or at least I would have heard from someone - anyone - to let me know an ETA. Still nothing. I was also promised a refund on the delivery charge I had already paid for - still no credit applied, either.

I've called twice this morning and have nothing new to report. They have a NO REFUND policy, and I wish I'd have never trusted things would work out. I should have stuck with [redacted] where you get same day delivery on most product. Not sure what my end result will be, but planning to request a refund by end of day if I hear nothing. Will be back to update - buyers beware and get all information in writing so you have ground to stand on. What poor business practices. I'm so disappointed.

Review: On 1/4/13 I purchased a sofa, loveseat and chair which included pillows to match the chair and the sofa. I picked out the particular model that I did because the salesperson told me it was a great company and they could have it here in three weeks, which was important to me.

On Feb. 23, 2013, 7 weeks later, they delivered the sofa and loveseat, the chair was the wrong chair. They said they would reorder the chair and pillows in the right fabric and have them to me ASAP. I returned the chair and matching pillows to the company at delivery time and paid for the sofa and loveseat in full. I also inquired as to why still hadn't received the Gold Fabric Protection policy I had purchased. They told me it would be coming.

I sent an email to the salesperson, [redacted] requesting the pillows and protection plan contract and got no response.

On 4/10/13 the company delivered the new chair, NO PILLOWS were with it. This was 14 weeks after I ordered this set. I paid for the chair in full at this time. Over the next several weeks I stopped by the store a couple times and was told the pillows were on order, but the manufacturer was behind schedule or they had run out of fabric. Always some reason why I hadnt received the pillows or the protection plan.

On 4/17/13 I finally received a copy of the Gold Fabric Protection invoice. The salesperson had paid the cost of this and the tax and the delivery charge to compensate for all the trouble I was having and all the time that had gone by. Still no pillows or explanation.

Over the next month I stopped by the store a couple of times to let them know I was leaving on 5/30 to return to Minnesota for the summer and I wanted the pillows before I left. I also emailed the salesperson, [redacted], still no response. One of the times I stopped by the store I talked with [redacted] the store manager and told her how unhappy I was about what was transpiring and that [redacted] was not responding to my email or visits. [redacted] said she would talk with [redacted], but was sure she had already responded. She hadn't as I kept the messages for quite some time.

On 5/30/13 I called the store and asked for [redacted] the store manager or [redacted] the salesperson. I was told they were both out for the day, but would be happy to return my call the next day, Friday, the 31st of May. I left my cell phone number with a message that we would be on the road to Minnesota and to have them contact me on my cell phone. They never called.

It has been over six months since I made this purchase and I still dont have the pillows that match the chair.Desired Settlement: I still want the pillows as they match the set. I also want the cost of them refunded to me for all the effort I've put into trying to get them from this company. The order invoice shows I am due (2) pillows: Alfonso Crimson, coach Moss with Welt. There was confusion with the original chair order as to the color on the sample piece. It is a gold background with dark geometric diamond shapes and a crimson dot in the center.

Business

Response:

We are in the process of satisfying Mrs. [redacted] request for pillows. We are sending her fabric swatches for her confirmation.

Consumer

Response:

[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.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

The swarches may be sent to my summer home at [redacted]. We will not be at the AZ address until fall.

Regards,

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.

In July I responded to the Revdex.com that I was happy with Design Source's response that they would order the pillows for my new sofa that would match the chair. They (DS) sent me an email in July asking me about the pillow fabric and I responded. However, I have heard nothing since that response and still have no pillows and it is now October.

Regards,

On 7/14/13 I placed an order for a couch and made a large down payment ($900.00) I was told I would be contacted when the couch came in. After two months of not hearing from them I called and it took me two weeks to finally get an answer about my couch. [redacted], the sales person, finally called and said there was a problem with the fabric I chose. She said it was a premium fabric and cost more that she quoted me but the company would take care of the difference. However, she then proceed to tell me the 5 pillows that came with the sofa would cost me an additional $600.00 because of this fabric mix-up. I told her I would thing about it and later when I got back to her I told her I wasn't going to pay the additional $600.00 and she said that the store wasn't going to honor the contract because of the mistake in price and they would refund my money. So now I am without a couch and have to start all over to find one I like. You can be sure it will not be with this company. Watch out when you go there obviously they are not honest with people up front. They had use of my money for over two months and then decide they don't want to do business. This is not a company you want to deal with.

Review: Furniture was purchased on February 5, 2012 from Design Source Furniture at [redacted] in Tempe, AZ 85283. It was subsequently delivered (in two deliveries) on April 7, 2012 (for the sofa and one chair with ottoman) with the recliner delivered on June 6, 2012. Over the course of the next few months an issue arose pertaining to the recliner. This issue concerned pulling of the seams and separation of the seams. We immediately contacted the company to figure out what needed to happen to get it looked at and repaired. (did not consider replacement) After several attempts to contact their customer service representative she informed us we needed to provide photos of the areas in question. These photos were sent and we received notice they were to pick up the recliner for repairs that would take as much as a couple months as the chair was to be returned to the manufacturer for repairs. The chair was picked up on October 10, 2012 by Design Source delivery crew. The recliner was returned mid December 2012 (date note present on delivery slip) with the appearance of corrections.

We were in the early stages of construction and I ([redacted]) was away from home living on the property during the next four months with a few visits home each week. I was acting as my own General Contractor and spent all of my available time on the job site. The chair was rarely used during this time. We moved into our house on April 8, 2013 and was happy to be settling into our new home. Over the course of the next month the issue began appearing again with pulling and seam separation. Again prompting calls to Design Source customer service and after several attempts, again, were told by new rep that we would need to send photos, which were provided. Subsequently the company arranged for a leather repair company to come out to inspect the issue. This took three weeks to get into his schedule.

During his inspection the repair person indicated that he would put in for a seat and foot rest replacement. After a week we contacted the company rep again and was told that she had no paperwork from him at that time. I told her the events of the inspection and what I was told on that day. She called back and told me that the leather repair person had indicated that there was no need for repair. I was needless to say flabbergasted when she informed me of this. I informed her that I was very disheartened by the lie that was either told to them or me. I also told her that the person who was out to my home was not welcome at back for any reason because they were so unethical as to tell me one thing while telling them another.

We received a letter from the President of Design Source Furniture ([redacted]) informing us that neither they nor the [redacted] were going to honor the warranty on their product because the original repair was to manufacturer specs even though no factory rep was sent to verify the condition. The person sent to inspect it originally certainly left a question in our mind even if it was convenient for [redacted] and Design Source to write it off and brush it aside. As well as sending the bill to me for the leather inspection.

Our contention is that the problem was incorrectly repaired at the factory causing pulling in an unnatural way (not present on the opposite side of the seat) and therefor creating additional stress on the seam causing it to pull apart. All of our complaints were initiated with in the first year of ownership.Desired Settlement: We wish for the chair to be correctly repaired or replaced. And if that is not satisfactory to the company they can refund the price paid in full so I can look for a better quality chair to last as long as we expected this [redacted] chair to last.

Business

Response:

We have Mr. [redacted]s recliner in our shop for warranty service at this time.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,