Diamond Furniture

The customer ordered special order merchandise and then changed the merchandise which then had to be re-ordered We waived a re-stocking fee When the customer changed her sale, our salesperson advised that her special order merchandise would be in in within one week Since turn-around on most special orders is anywhere from 2-weeks, our sales person should never have promised week We did offer free delivery and a discount for their inconvenience.We had not processed the refund for the balance since we thought the customer had accepted the discount and free delivery After speaking directly with the customer, the owner authorized a refund The customer will be called as soon as the check is processed and signed and will pick the check up in our [redacted] , NJ store

In researching this complaint, customer called our Service Department on December 2nd to report the broken slats on her bed A service call was entered on the same day and it was faxed to the Service Tech on December 2nd Customer was told at the time that it would take a few days to hear from the service tech to schedule an appointment Customer called back on 12/to state she hadn't heard from the Service Tech It was explained again that it does take a few days to hear from them but assured the customer she would fax the request AGAIN I cannot answer as to why the Service Tech did not receive the first fax but it was sent the first time the customer called In fact, customer service went the extra step to contact the Tech by phone just to insure that he had received the service request and to request that he call the customer ASAP as she needed her bed.The customer called again today after hearing from the Service Tech asking to speak with the Store Manager As we all know, everyone has a function The cashier answering the phone explained that the Store Manager did not/could not handle service calls We do screen the calls to insure that the customer gets to the correct person to handle their issue THE FIRST TIME I know that personally it is frustrating to call for a problem and/or issue only to have to explain the situation several times to different people only to be told that they needed to transfer my call to the "proper" person Our Service Manager is on his regularly scheduled days off...he returns to work on Monday If the customer wants to speak to the Service Manager, it will have to be on MondayNo one has been ignoring the customer's issues...a service call was entered the day they first called The customer has received a call from the Service Tech to schedule a day The tech gave her a hour window...I do not know of any business scheduling a service call being able to give an exact time I can appreciate that the customer JUST WANTS HER BED FIXED!! I would feel the same I do apologize that the customer feels that they are being ignored Rest assured, we are doing everything humanly possible to take care of this customer Sincerely, Beverly G***

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Complaint: ***
I am rejecting this response because:I appreciate finally getting a response back from someone at Diamond FurnitureBut it had to take the Revdex.com to get itThere was no clear solution to my table issueNow that the management in Diamond furniture saw that I was right about the table's dimensionsI that was said was that they would address the issue with the manufacturerDoes that mean they will take the table back? Get the table I wanted or what? I paid plus dollars for a inch (with leaf extended) table and did not get itWhat is the protocol in getting the table I did purchaseAs you can see from the attached photo which Diamond furniture is also asking for, the table is squared shape(x 54)
I wasn't sure whether I'm suppose to go through the Revdex.com first before talking with Diamond FurniturePlease advised
Regards,
*** ***

The facts are these:Customer states she was treated poorly by Customer Service. She contacted our Service Department on June 27th. We scheduled a service tech to inspect the mattresses. As a result of the service techs inspection, we scheduled an even exchange. Despite the customer stating she had no issues with her phone, our Service Department tried several different times and received a message that the phone number was out of service. We then sent a letter to insure that the customer was aware that we had been trying to reach them. Our Service Department and the General Manager of our Egg Harbor location have both spoken to her and remained professional despite the customer's disposition when we did reach her.The mattresses have been in the customer's home for over a year. The mattresses purchased have a year manufacturer's warranty. We have offered to honor the manufacturer's warranty by replacing the existing mattresses. We have taken it a step further and have offered to allow a reselection/upgrade to a different mattress. This is above and beyond what the year manufacturer warranty covers. While we are willing to work with the customer on price, should the customer want to upgrade to a more expensive mattress, customer would be responsible for any difference in price. To recap:1. We have offered to honor the manufacturers' warranty with replacement of the existing mattresses in her home.2. We have offered to allow a reselection/upgrade to a different mattress - Our General Manager at the Egg Harbor store assured her we would work with her on pricing. She hung up on him.We cannot offer the customer a refund on mattresses that have been in her home for over a year. We have been in business since 1927. We have not had a situation where we have not been able to satisfy a reasonable request. However, this customer has gone from an exchange or a refund to demanding her money back only, and now an upgrade at no additional cost. I do apologize, but these latter two demands are not covered under a manufacturer's warranty. We have done all that is humanly possible to satisfy this customer.Sincerely,Beverly G***

Hello,
Let me start off by apologizing for your experience at our Egg Harbor Twpstore. Our Managers ARE trained to LISTEN FIRST then address the concerns of the customer in a polite and professional manner. I'm very sorry that you never received the opportunity to adequately
discuss your concerns. To top it off to be treated with sarcasm is absolutely unacceptable. I am amazed at this particular Manager as she is USUALLY customer service oriented. I have shared your letter with MrDiamond and he will be sending a letter to you directly. Allow me to try to address your merchandise concerns. The table is not one we stock so I cannot "see" what the issue might be. I did speak to our Buying Department. This table has a "self-storing", "butterfly" type leaf. You should be able to separate the table (just as you would any table to add a leaf), however in this case you would pull up the leaf, unfold it, press down and push the ends together so that there is no gap. I am enclosing the page of the catalogue with an illustration. The table without the leaf is square (54"x54"). With the leaf (at least according to the catalogue), it should measure 54"x72". Please confirm that the measurements are x with the leaf. If this is the case, then we need to address this with manufacturer as well our sales and management staffTo address the "NEW JERSEY SALES ONLY" statement: This is a consumer protection law mandated by the State of New Jersey. This law affords protection to the consumer whereby if we do not provide merchandise by four months from the date of the sale, we must offer you a choice of cancelling your order and receiving a refund or you can opt to wait additional time for the merchandise. In your case, according to this law, we had to provide merchandise no later than 3/5/15. This law was meant to protect consumers from "special orders only" stores who would take a customer's money and then go out of business....leaving the customer without their merchandise and their deposits. While we do offer the option of special ordering merchandise, we mainly carry "running order" stock items. In most cases, our special orders come in approximately 2-weeks. In your case, I can see that it was approximately weeks. I do not think the store intentionally mislead you. This item was on backorder with the manufacturer. We are at the mercy of the manufacturer. If the manufacturer gives us "x" date as the due in date, we communicate this (or at least we should) to our customer. If the manufacturer does not deliver in the promised time frame, it is our responsibility to keep you informed. I see from your letter that this did not happen in your case. Again, I am truly sorry.
I also see from you letter, that it was not so much the delay of the merchandise, but that there was a distinct lack of communication. Our policy is service before, during and after the sale. It seems from your letter that you only received the "before" part. Again, my apologies...this will be addressed with the store as a whole as well as our Management staff.
We have been in business since and HAVE built our business on repeat customers. While I know that you are very upset with us, I hope you will reconsider and give us another chance to fulfill your furniture needs. If you choose to do so, please take a copy of this letter with you when and if you shop with us again. It will entitle you to preferred customer pricing. If there are any questions regarding this, please have the store contact me directly for pricing instructionsI hope I have adequately addressed your concerns. If you have any further questions, comments or concerns, please do not hesitate to contact me directly via email (***@diamondfurniture.com) or via phone at ###-###-####. Please rest assured that you are important to usSincerely,
*** ***

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Complaint: ***
I am rejecting this response because: they want to give me a store credit I have no desire to purchase anything further from that store I also need the money tp purchasr new mattressesi am on a fixed income as I i am retiredmy phone was never out of service my number is ###-###-####
Regards,
*** ***

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Complaint: ***
I am rejecting this response because: I found the manager to be ignorant my phone was never out of service Service and I can prove it I am just tired of all lies they are telling you the mattresses were delivered to me on July 20'
Regards,
*** ***

In researching this complaint, I found the following:
On or about 1/28/15, the customer came to our showroom on Kensington Ave with a picture of a bed from another store. Customer was advised that we do not sell this item, however we had a sample in queen size of a similar
bed. According to the Manager on duty and the salesperson, they were shown the bed that we sell. The customer inspected this several times before deciding to purchase the bed. At that point we special ordered the bed in King size for them. We also matched the price from the other store even though our bed was more expensive. We are somewhat puzzled by the customer implying that we substituted merchandise without their knowledge.Our policy is that special orders are not subject to cancellation, return or refund. The Manager was more than generous in overriding our company policy to allow a return for reselection or store credit. Even though it is against our company policy, we will honor the offer made by the Manager until 3/27/15. The customer can opt for return/reselection or return/store credit. They simply need to contact the Kensington Ave store at ###-###-####I do want to take this opportunity to apologize to the customer on behalf of Diamond Furniture for any rudeness they experienced. While we couldn't honor the customer's request for a refund, there is no excuse for not dealing with our customers in a polite and professional manner. This will be addressed with the ManagerSincerely,
Beverly G***

In researching this complaint, I found the following:Customer purchased bedding which was delivered July 19,  2014.  On or about 6/27/15, customer contacted Diamond Furniture, Inc. Service Department stating that they were having issues with the mattresses.  A service tech...

was scheduled.  The service tech did inspect the mattresses and found them to have manufacturer's defects.  On or about 7/15/15, our Service Department put in an even exchange for the mattresses.  They attempted to contact the customer however the customer's phone number was not in service.   A letter was sent to the customer on 7/15/15.  Thus far we have not heard back from the customer.  We need the customer to contact our Service Department at ###-###-#### with a valid phone number.  The customer can reach someone in our Service Department Tuesday through Friday between 9 and 5.  We also need to verify the customer's correct address as we have two on file...one on [redacted] in Bensalem and the address provided to the Revdex.com.  While this complaint was forwarded to Diamond Premier, it is actually a Diamond Furniture Customer and, as such, any responses should be sent to [redacted]@diamondfurniture.com.  We are attempting to service the customer, but without good contact information, it is next to impossible.  I will ask our Service Department to again attempt to contact the customer via phone.  Perhaps the customer's phone issues were temporary?Regards, Beverly G[redacted]

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 Complaint: [redacted]
I am rejecting this response because: I found the manager to be ignorant my phone was never out of service 
Service and I can prove it I am just tired of all lies they are telling you the mattresses were delivered to me on July 20'2014
Regards,
[redacted]

In researching this complaint, I found that the customer contacted our Service Department on 10/7/14. An Exchange was done on 10/9/14. I’m not sure who else the customer spoke to, but this complaint was handled within two days.
I’m not sure what the problem is at this point.
Sincerely,
Customer Service Department
Regards,
Bev G[redacted]
VP of Administration
Diamond Furniture, Inc.
3400 Kensington Ave
Philadelphia, PA 19134
###-###-####
bev.g[redacted]@diamondfurniture.com

[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: 
They must have me mistaken with someone else I didn't come in with any image from any store. I went to that store  with no intentions of buying anything but I saw something I wanted and  I  made the purchase, because my items were going to take so long for delivery I told my husband to take images of all the furniture purchased to avoid any discrepancies. 
I was also told that I could exchange the furniture but was told that the item was only $300 and that the difference for  the correct item would be my responsibility. On my receipt there is NO individual price but a package price. I shouldn't have to pay the difference for  the CORRECT item.
Regards,
[redacted]

In researching this complaint, I found the following:
Customer purchased bedding which was delivered July 19,  2014.  On or about 6/27/15, customer contacted Diamond Furniture, Inc. Service Department stating that they were having issues with the mattresses.  A...

service tech was scheduled.  The service tech did inspect the mattresses and found them to have manufacturer's defects.  On or about 7/15/15, our Service Department put in an even exchange for the mattresses.  They attempted to contact the customer however the customer's phone number was not in service.   A letter was sent to the customer on 7/15/15.  Thus far we have not heard back from the customer.  We need the customer to contact our Service Department at ###-###-#### with a valid phone number.  The customer can reach someone in our Service Department Tuesday through Friday between 9 and 5.  We also need to verify the customer's correct address as we have two on file...one on [redacted] in Bensalem and the address provided to the Revdex.com. 
While this complaint was forwarded to Diamond Premier, it is actually a Diamond Furniture Customer and, as such, any responses should be sent to [redacted]@diamondfurniture.com.  We are attempting to service the customer, but without good contact information, it is next to impossible.  I will ask our Service Department to again attempt to contact the customer via phone.  Perhaps the customer's phone issues were temporary?
Regards,
 
Beverly G[redacted]

The facts are these:
Customer states she was treated poorly by Customer Service.    She contacted our Service Department on June 27th.  We scheduled a service tech to inspect the mattresses.  As a result of the service techs inspection, we scheduled an even exchange.  Despite the customer stating she had no issues with her phone, our Service Department tried several different times and received a message that the phone number was out of service.  We then sent a letter to insure that the customer was aware that we had been trying to reach them.  Our Service Department and the General Manager of our Egg Harbor location have both spoken to her and remained professional despite the customer's disposition when we did reach her.
The mattresses have been in the customer's home for over a year.  The mattresses purchased have a 5 year manufacturer's warranty.  We have offered to honor the manufacturer's warranty by replacing the existing mattresses. 
We have taken it a step further and  have offered to allow a reselection/upgrade to a different mattress.    This is above and beyond what the 5 year manufacturer warranty covers.  While we are willing to work with the customer on price, should the customer want to upgrade to a more expensive mattress, customer would be responsible for any difference in price. 
To recap:
1.  We have offered to honor the manufacturers' warranty with replacement of the existing mattresses in her home.
2.  We have offered to allow a reselection/upgrade to a different mattress - Our General Manager at the Egg Harbor store assured her we would work with her on pricing.  She hung up on him.
We cannot offer the customer a refund on mattresses that have been in her home for over a year.   We have been in business since 1927.   We have not had a situation where we have not been able to satisfy a reasonable request.  However, this customer has gone from an exchange or a refund to demanding her money back only, and now an upgrade at no additional cost.  I do apologize, but these latter two demands are not covered under a manufacturer's warranty. 
We have done all that is humanly possible to satisfy this customer.
Sincerely,
Beverly G[redacted]

The customer ordered special order merchandise and then changed the merchandise which then had to be re-ordered.   We waived a re-stocking fee.  When the customer changed her sale, our salesperson advised that her special order merchandise would be in in within one...

week.  Since normal turn-around on most special orders is anywhere from 2-4 weeks, our sales person should never have promised 1 week.  We did offer free delivery and a discount for their inconvenience.We had not processed the refund for the balance since we thought the customer had accepted the discount and free delivery.  After speaking directly with the customer,  the owner authorized a refund.  The customer will be called as soon as the check is processed and signed and will pick the check up in our [redacted], NJ store.

In researching this complaint, customer called our Service Department on December 2nd to report the broken slats on her bed.  A service call was entered on the same day and it was faxed to the Service Tech on December 2nd.   Customer was told at the time that it would take a few...

days to hear from the service tech to schedule an appointment.   Customer called back on 12/4 to state she hadn't heard from the Service Tech.  It was explained again that it does take a few days to hear from them but assured the customer she would fax the request AGAIN.  I cannot answer as to why the Service Tech did not receive the first fax but it was sent the first time the customer called.  In fact, customer service went the extra step to contact the Tech by phone just to insure that he had received the service request and to request that he call the customer ASAP as she needed her bed.The customer called again today after hearing from the Service Tech asking to speak with the Store Manager.   As we all know, everyone has a function.   The cashier answering the phone explained that the Store Manager did not/could not handle service calls.   We do screen the calls to insure that the customer gets to the correct person to handle their issue THE FIRST TIME.   I know that personally it is frustrating to call for a problem and/or issue only to have to explain the situation several times to different people only to be told that they needed to transfer my call to the "proper" person.   Our Service Manager is on his regularly scheduled days off...he returns to work on Monday.  If the customer wants to speak to the Service Manager, it will have to be on Monday.
No one has been ignoring the customer's issues...a service call was entered the day they first called.  The customer has received a call from the Service Tech to schedule a day.   The tech gave her a 3 hour window...I do not know of any business scheduling a service call being able to give an exact time. 
I can appreciate that the customer JUST WANTS HER BED FIXED!!   I would feel the same.  I do apologize that the customer feels that they are being ignored.  Rest assured, we are doing everything humanly possible to take care of this customer. 
Sincerely,
Beverly G[redacted]

Review: On February 20,2014, I, [redacted] purchased a bunk bed set from Diamond Furniture In [redacted] for a total of $595.00. I opted to pick up the pieces on the date given of February 21, 2014. The product was delivered on 2/22/2014 and it was found that the head and foot board was damaged. I had to wait for the pieces to be shipped again. No one contacted me so I contacted them. It was told to me the parts were in and I hired a mover to pick them up. The mover was told the pieces were not there and I needed to pick them up the next day. I sent them the following day and still nothing. No one called so again I called them my sales person [redacted] was not there so I had to call the next day. The following day I called again and spoke to [redacted] and she was able to locate the piece in the warehouse. The stock person "overlooked" it. So not only did my children have to sleep on the floor for a whole week but I had to waste my hard earned money and deal with the inconveniences to acquire a part that was missing. The manager I spoke to on 3/01/2014 was very rude and unkind. I feel as though I was only treated like this because my purchase was not as substantial as others. I was promised a delivery that was incomplete and then prolonged and I need to be compensated for the inconveniences. No one attempted to accommodate or apologize for the mishap on their part.Desired Settlement: It is my belief and strong feeling that I should be compensated the $149.46 which is the listed amount for the parts that were missing and not usable to me for a prolonged period of time. This organization is not only incompetent but they are not customer service oriented. No one apologized for my inconveniences or tried to make accommodations for me and my children. This should not have to be tolerated by anyone.

Business

Response:

Hello,I do apologize for the delay in responding. I was not aware of this complaint until it came in the second time. For some reason the first time it went to my "spam" folder instead of my inbox.In researching this complaint, I found the following: Customer purchased a bed on 2/20/14 and picked up the mattress, box spring and rails on 2/21/14. The headboard and foot board was damaged and had to be transferred again to the store. Unfortunately, there was a delay in the shipment to our central warehouse. This should have been communicated clearly to the customer. I apologize if this was not the case. I do show notes in the screen stating that the customer was called when the back ordered merchandise was finally received (2/28/14). I did speak to the Manager involved and she stated that while she was apologetic she did state that she had no control over the damages and manufacturer delays. The customer stated that she wanted the back ordered parts for free (same as in this complaint), however she advised that she couldn't do this.I am very sorry that the customer is unhappy and I can certainly understand the frustration in waiting for merchandise. While I cannot offer the merchandise for free, I can offer accommodation pricing on their next order. We have been in business a very long time. I can state with assurance that every customer is important to us. Again, my apologies to this customer if they felt they were not treated that way.Regards,Customer Service

Review: My husband and I called diamond furniture multiple times to cancel part of our order. They claimed that we couldn't cancel the couches we had ordered because they were considered a special order. We were never informed of it being a special order but because our sales associate was " a long time employee" they didn't take our word. Originally they said they would give us credit if we didn't take the couches, and now that I am requesting that credit, they want to take 25% of the money down towards each couch. We were never explained this, never told the stipulations that came with getting these couches and were never told anything about special orders. Recently I called them back to tell them cooperate hadn't gotten back to me and I needed this sovled before I moved into my apartment on the 1st of august, the manager [redacted] hung up on me, and then just says his hands are tied as far as working with us.Desired Settlement: All I want is for them to cancel the couches which haven't even arrived at there warehouse yet, and to get the store credit for the 500 I put down towards the rest of my order. They aren't loosing any money as I still want to use that money at their business. The couches I was told wont even be in till end of august early september so I don't see how this is an issue.

Business

Response:

Hello,I have been trying to reach out to this customer because I believe this was settled to the customer's satisfaction on Tuesday 7/29/14. I have left two messages and, as of today, 8/1/14, I have not heard back from them.Customer currently has a store credit of $100.00. Customer is not being charged any fees whatsoever. If the customer is not in agreement, please have her reach out to me at [redacted] - I am here Monday through Friday from [redacted] Sincerely,[redacted]

Review: We purchase a leather sofa and love seat from this store on 8/9/13 waited weeks for delivery finally delivery the furniture . And we notice after the delivery guys left some scrathes on th back ot the coutch and some scratches on the front of the love seats. We call the office was told that they will order new furniture and have it delivery. Weeks pasted 2 delivery two small little teenager came out delivery the second set of furniture drag the furniture on the floor with a cloth under it the teenager was small little guy wasn't really able to really know what they was doing. This time they blame the factory stated the scrathes was like this when they took it off the truck. Now I am really furious at this point they call the service center now we are told the service has to come well service came today 9/20/13 just left her try to repair the scrathes Really on leather new furniture well no luck there. I was told he did the best he could he will order new pieces for the furniture. I have ask for my money back and I was told I can't get it. This customer service has been unbelievable .this will be the the 3 try on this delivery of new furnture. I am so unhappy with the service I receive from this store this un believe able. I will never shop there again. I purchase end tables coffee tables and dining chair from this store. And this is the customer service I received never again I want my 1100.00 back and they-can come and get the furniture. I will go some place else to get better service.Desired Settlement: My 1100.00 for the sofa and love seat

Review: I ordered a sofa that was supposed to be in in a week. A week later, I called in the morning and was told that the sofa was on the truck and will be at the store to be picked up by me later. They said that they would call me when the truck came in. I called numerous times throughout the day, and finally after 5:30 PM, I was told that the sofa was not on the truck and that it was delayed for at least another week.

BAD customer service, communication, and poor refund policy. I requested a refund......paid part cash, part debit card, and part electronic check. The check and cash part I was told would take 2 to 4 weeks to be refunded in the form of a check which will be sent through the mail. The debit card portion, they said would be refunded within 72 hours. We will see!

I am so disgusted! I waited all day to get a phone call that never came, made arrangements to get a truck to use to pick it up, got the person to take everything out of the back of their truck and take the cap off of their truck, had people to help bring it into the house on standby, and nothing!

RIDICULOUS and no way to do business at all!Desired Settlement: I would like my refund in a timely matter, not in 2 to 4 weeks.

Business

Response:

The customer ordered special order merchandise and then changed the merchandise which then had to be re-ordered. We waived a re-stocking fee. When the customer changed her sale, our salesperson advised that her special order merchandise would be in in within one week. Since normal turn-around on most special orders is anywhere from 2-4 weeks, our sales person should never have promised 1 week. We did offer free delivery and a discount for their inconvenience.We had not processed the refund for the balance since we thought the customer had accepted the discount and free delivery. After speaking directly with the customer, the owner authorized a refund. The customer will be called as soon as the check is processed and signed and will pick the check up in our [redacted], NJ store.