Discount Furniture Warehouse, LLC

To whom it may concern: [redacted] came into our store on May 22, and purchased nine different items She scheduled her items for setup and delivery on July 24, On a later date she called and notified us that her [redacted] King Bed (Item number: ***-**) was put together incorrectly We went back out to her home on August 4, to try and attempt to fix the problem Our delivery staff tried and attempted to fix the problem but Ms [redacted] later called us that same day informing us that the problem was still not resolved We had our warehouse manager along with one of our delivery employees go back to her house later that afternoon Nuu, the warehouse manager noticed that the rails to her bed were an inch too short [redacted] King Bed rails are measured at 84” and her rails were 83” Due to her rails being an inch shorter, the slats and the middle support weren’t lining up correctly Leah, the damage and parts manager immediately contacted the vender to ship us the replacement parts needed; a set of rails, slats and a footboard On September 2, 2015, Leah received the parts to the Ms***’s bed and immediately called her to inform her about the arrival of the parts and to schedule a day to switch out the damaged items On September 5th, as we were loading the furniture to be delivered, Leah asked our delivery staff to double check and to confirm if all of the parts were loaded and ready for delivery Unfortunately one of the drivers noticed that they were missing the rails Leah immediately called Ms [redacted] to notify her that the rails weren’t added to the replacement box Ms [redacted] sounded very irritant and upset She mentioned that she will be out of town from September 11, through September 17, but her roommate [redacted] will be there to accept the delivery Leah mentioned that it would take longer than a week to receive the rails from the vendor but will try to get it ASAP Ms [redacted] wasn’t pleased with the answer and just said okay.We were just notified that the rails for her bed will be arriving next week November 20, Once we have unload the container on November 20, and have confirmed that the rails have arrived we will then call Ms [redacted] to schedule a day that best works for her to reassemble and fix her bed with the replacement pieces

Date Sent: 8/4/12:00:AMFrom: *** *** *** Sent: Monday, August 03, 3:PMTo: InfoCc: ***Subject: ID #***To whom it may concern:*** *** came in on 6/13/with her husband looking for a dinette setThey found one they liked, the *** set, item #***-*** chose to apply for financing and provided us with a credit card and a driver’s licenseShe was approved for $3,and used $2,of the available credit towards their purchaseWe do not finance tax, so they provided us with a *** for the balance of $We have a signed invoice copy from *** stating our all sales are non-refundable policyWe also have a signed copy of the *** financing receipt, stating they have months to pay off the financing, as well as a signed copy of the credit card receipt*** *** called us on 7/2/and spoke to a secretary about his furnitureHe claimed that he didn’t know the furniture was ordered and that he had thought it was only put on holdWe explained to him that his wife had signed all of the paperwork stating that all sales were non-refundable, and that his purchase was paid in fullHe informed us that he had been gifted a different table from his mother in law and no longer needed the table they had purchasedThat same day ***’s order was cancelled, and a store credit valid for days was issuedToday, 8/3/15, it has been days since the store credit had been issuedThe customers have more days to use their store credit before it will expire.
Rochelle E***Discount Furniture Warehouse*** ** *** ***
*** *** ***
*** ***
*** ***Mon-Sat 10am-7pm, Sun 10am-5pm***

We have issued a store credit to this customer, just as our store policy states There are signs in our store that state "all sales are final", as well as it being posted directly on the computer where she made her payment We are more than happy to comply with our store policy and offer
her the day store credit, to use in our store, any time until February 6, for the full amount of her receipt of $793.82. Mahalo,DFW Management Tell us why here

Complaint: ***
I am rejecting this response because:Regardless of the fact, I have yet to receive my product and yet to receive an updating phone call on the arrival of my productIt is unsatisfactory for a business to run as inefficiently and has created a loss to myselfThe only update I have received was via the Revdex.com on when my product should arriveIt should never take this long without some sort of compensation especially if the issue wasn't something caused by myselfThis is poor business etiquette within your company, and I am not at fault for this inconvenience.
Sincerely,
*** ***

From: *** *** *** Sent: Monday, August 03, 3:PMTo: Info
Cc: ***Subject: ID #*** Rochelle E*** *** * *** ***
*** ** ***
*** ***
*** *** Revdex.com of Hawaii, Inc*** *** *** *** ***
*** ** *** To whom it may concern: *** *** came in on 6/13/with her husband looking for a dinette setThey found one they liked, the *** set, item #***-*** chose to apply for financing and provided us with a credit card and a driver’s licenseShe was approved for $3,and used $2,of the available credit towards their purchaseWe do not finance tax, so they provided us with a *** for the balance of $We have a signed invoice copy from *** stating our all sales are non-refundable policyWe also have a signed copy of the *** financing receipt, stating they have months to pay off the financing, as well as a signed copy of the credit card receipt*** *** called us on 7/2/and spoke to a secretary about his furnitureHe claimed that he didn’t know the furniture was ordered and that he had thought it was only put on holdWe explained to him that his wife had signed all of the paperwork stating that all sales were non-refundable, and that his purchase was paid in fullHe informed us that he had been gifted a different table from his mother in law and no longer needed the table they had purchasedThat same day ***’s order was cancelled, and a store credit valid for days was issuedToday, 8/3/15, it has been days since the store credit had been issuedThe customers have more days to use their store credit before it will expire. Rochelle E*** Discount Furniture Warehouse *** ** *** ***
*** *** ***
*** ***
*** *** Mon-Sat 10am-7pm, Sun 10am-5pm ***

Date Sent: 8/4/12:00:AMFrom: *** *** *** Sent: Monday, August 03, 3:PMTo: InfoCc: ***Subject: ID #***To whom it may concern:*** *** came in on 6/13/with her husband looking for a dinette setThey found one they liked, the *** set, item #***-*** chose to apply for financing and provided us with a credit card and a driver’s licenseShe was approved for $3,and used $2,of the available credit towards their purchaseWe do not finance tax, so they provided us with a *** for the balance of $We have a signed invoice copy from *** stating our all sales are non-refundable policyWe also have a signed copy of the *** financing receipt, stating they have months to pay off the financing, as well as a signed copy of the credit card receipt*** *** called us on 7/2/and spoke to a secretary about his furnitureHe claimed that he didn’t know the furniture was ordered and that he had thought it was only put on holdWe explained to him that his wife had signed all of the paperwork stating that all sales were non-refundable, and that his purchase was paid in fullHe informed us that he had been gifted a different table from his mother in law and no longer needed the table they had purchasedThat same day ***’s order was cancelled, and a store credit valid for days was issuedToday, 8/3/15, it has been days since the store credit had been issuedThe customers have more days to use their store credit before it will expire. Rochelle E***Discount Furniture Warehouse*** ** *** ***
*** *** ***
*** ***
*** ***Mon-Sat 10am-7pm, Sun 10am-5pm***

Complaint: [redacted]
I am rejecting this response because:
We have a pending dispute with [redacted].  We are waiting to hear from them regarding our complaint.  They are aware we do NOT have the furniture in question in our possession and it still remains with DFW.  We have asked to have our credit financing CANCELLED as a result of an unfortunate situation regarding customer service and false advertisements.  
Sincerely,
[redacted]

To whom it may concern:[redacted] came into our store on May 22, 2015 and purchased nine different items.  She scheduled her items for setup and delivery on July 24, 2015.  On a later date she called and notified us that her [redacted] King Bed (Item number: [redacted]-**) was put...

together incorrectly.  We went back out to her home on August 4, 2015 to try and attempt to fix the problem.  Our delivery staff tried and attempted to fix the problem but Ms. [redacted] later called us that same day informing us that the problem was still not resolved.  We had our warehouse manager along with one of our delivery employees go back to her house later that afternoon.  Nuu, the warehouse manager noticed that the rails to her bed were an inch too short.  [redacted] King Bed rails are measured at 84” and her rails were 83”.  Due to her rails being an inch shorter, the slats and the middle support weren’t lining up correctly.  Leah, the damage and parts manager immediately contacted the vender to ship us the replacement parts needed; a set of rails, slats and a footboard.  On September 2, 2015, Leah received the parts to the Ms. [redacted]’s bed and immediately called her to inform her about the arrival of the parts and to schedule a day to switch out the damaged items.  On September 5th, as we were loading the furniture to be delivered, Leah asked our delivery staff to double check and to confirm if all of the parts were loaded and ready for delivery.  Unfortunately one of the drivers noticed that they were missing the rails.  Leah immediately called Ms. [redacted] to notify her that the rails weren’t added to the replacement box.  Ms. [redacted] sounded very irritant and upset.  She mentioned that she will be out of town from September 11, 2015 through September 17, 2015 but her roommate [redacted] will be there to accept the delivery.  Leah mentioned that it would take longer than a week to receive the rails from the vendor but will try to get it ASAP.  Ms. [redacted] wasn’t pleased with the answer and just said okay.We were just notified that the rails for her bed will be arriving next week November 20, 2015.  Once we have unload the container on November 20, 2015 and have confirmed that the rails have arrived we will then call Ms. [redacted] to schedule a day that best works for her to reassemble and fix her bed with the replacement pieces.

Complaint: [redacted]
I am rejecting this response because:We have a pending dispute with [redacted].  We are waiting to hear from them regarding our complaint.  They are aware we do NOT have the furniture in question in our possession and it still remains with DFW.  We have asked to have our credit financing CANCELLED as a result of an unfortunate situation regarding customer service and false advertisements.  Sincerely,
[redacted]

Initial Business Response /* (1000, 12, 2014/08/06) */
August 5, 2014
[redacted]
Revdex.com of Hawaii
1132 Bishop St., Ste. 615
Honolulu, HI. 96813
RE: Case #[redacted]: Mr. [redacted]
Dear Ms. [redacted],
0n 4/12/2014, Mr. [redacted] came to the Discount Furniture...

Warehouse to purchase a sectional and was dealing with his salesperson [redacted] had said that there were a few sectionals that he was looking at and he was going back and forth from a certain sectional to the other and finally made his decision and had pointed to [redacted] in the catalog what he had wanted. [redacted] wrote him and invoice and gave Mr. [redacted] 5% discount due to Military Appreciation week. That same day, Mr. [redacted] had put a deposit of $50 that day because he was having probiems with his credit card company. The Discount Furniture Warehouse requires at least a 60% minimum deposit on Speciai/Custom orders and the deposit is NON REFUNDABLE AND NON TRANSFERABLE, as in states on the contract. Mr. [redacted]'s sectional, was in fact a custom order.
Two days later, Mr. [redacted] came back to the Discount Furniture Warehouse to deposit $696. Four days later, Mr. [redacted] again, came back to the Discount Furniture Warehouse to deposit $450. On 5/5/2014, Mr. [redacted] called the Discount Furniture Warehouse (DFW) to check the status of his sectional. He spoke to DFW secretary [redacted] had told Mr. [redacted] that it would arrive in HNL the week of May 22, 2014. Mr. [redacted] requested to change his delivery to possibly the same day it arrives but DFW doesn't normally do same day deliveries and [redacted] explained to Mr. [redacted] that if DFW had any available drivers to deliver, any openings would be an additional same day delivery fee.
On 5/19/2014, Mr. [redacted] paid the remaining balance on his invoice of$121.46 and was scheduled for delivery on 5/23/2014. On the day of delivery, DFW drivers arrived at Mr. [redacted]'s home and had set up his sectional. There were a few problems with the sectional. The arm was damaged and one of the seat cushions was too big. Immediately, Mr. [redacted] called the DFW and spoke to [redacted], who handles the damages at the DFW. Mr. [redacted] reported the damages to [redacted] and [redacted] had stated that she would order a repiacement cushion and arm to Mr. [redacted]'s sectional.
Mr. [redacted] had another concern that he wanted to report. He was advised by his salesperson [redacted], that he would get a free ottoman. [redacted] had discussed it with [redacted] and her Manager [redacted] about the free ottoman and the three of them looked at the catalog and it shows that it is a 2 pc. Sectional and it doesn't come with a free ottoman. [redacted] had told Mr. [redacted] that DFW can go ahead and order him an ottoman but he would need to pay for it, because it's not free and it doesn't come with the set. Mr. [redacted] was very upset. [redacted] had told Mr. [redacted] that he will need to talk to his salesperson about this situation and he repeatedly said that he does not want to speak to [redacted] or anything to do with [redacted] had apologized for the misunderstanding and had asked Mr. [redacted] to make sure he sends the images of the damaged sectional so that a replacement can be issued.
Mr. [redacted] called back 2 days later from his delivery and had said he wanted to speak to a manager because he was unhappy with the results of the sectional and wanted to see if he could get a refund. He spoke to [redacted], another secretary at DFW and had told him that he could come in and see if he wanted to switch out his sectional but it'll need to done as an even exchange so he had to stay within the same amount as what he had paid for. Mr. [redacted] told [redacted] that he would come in on the 8th or the 9th of June, 2014 to take a look at what options could he switch his sectional to. He never showed up.
On June 16, [redacted] followed up with Mr. [redacted] to see why never showed up when he was supposed to and that his replacement pieces are ready to be delivered but his response was that he was busy with school and his exams. [redacted] had told him that the last day for him to come in would be today and he said that he's still busy with school and won't have the chance to come in until the following Monday, June 23rd. [redacted] told him that she doesn't normally make exceptions due to the amount of time that he's already used the sofa for but just to make him happy, she'll do it just this once. Mr. [redacted] again, didn't show up.
On June 25, 2014, Mr. [redacted] came in to speak to [redacted] but [redacted] is off on Wednesdays so he spoke to another salesperson, [redacted] had told Mr. [redacted] that she was unaware of the situation and will contact [redacted], his salesperson about the situation but he had stopped [redacted] and said he didn't know who [redacted] was. Mr. [redacted] also mentioned that he doesn't want the sectional any longer and that he wants DFW to pick it up and give his money back. When [redacted] came in the following day, she contacted Mr. [redacted] and asked why he didn't show up on Monday, the 23rd of June like he was supposed to but his response was that he was busy. He said that he would be in the area so he'll stop by DFW and will be in about 30 minutes.
On June 26, 2014, Mr. [redacted] finally came in to DFW and spoke to [redacted] had showed him which sectional he was allowed to swap it with at no cost but he immediately said he didn't approve because it's from the same vendor. He had also said that he's already bought another sectional from the [redacted] and it was cheaper than what he had paid for at DFW. [redacted] told him that I have no authorization as far as refunding his money back because DFW has an ALL SALES ARE FINAL policy and it states that on the back of the contract, credit card receipts (which he both signed), and it's also posted everywhere in the store. He wanted to speak to [redacted] but [redacted] had told him that she's out of the country and won't be back until the 3rd of July, 2014. He said he'll wait until she comes back and [redacted] had told Mr. [redacted] that it's not guaranteed that he'll get his money back, he said okay.
On July 3rd, [redacted] came back to work and [redacted] had spoken to her about the situation. [redacted] said that she's willing to give Mr. [redacted]'s money back only if he agrees to receive a Store Credit and signs a contract, agreeing. Mr. [redacted] immediately said that he doesn't want a store credit and wants his money back. [redacted] had told him that she will not be able to give him his money back because DFW has an ALL SALES ARE FINAL policy. Mr. [redacted] had then said he will escalate this issue with the Revdex.com. Two weeks later, Mr. [redacted] called DFW and spoke to [redacted] stating that there was another damage to his sectional. He sent the images to [redacted] and [redacted] immediately told him that the damage wasn't there on delivery because the DFW delivery employees are to immediately report any damages that they see while they are setting up furniture. The sectional that Mr. [redacted] received doesn't come assembled with the seat and back cushions on top of the sofa. So the DFW delivery drivers would have noticed the tear on the sofa while they were setting the cushions up so [redacted] had told Mr. [redacted] that the tear wasn't there at the time of delivery and he immediately changed the subject.
As of August 5, 2014, Mr. [redacted] no longer has the option to switch out his sofa but still needs to contact DFW and speak to [redacted] about scheduling a day for DFW to drop off his replacements that
came in a month and a ago. Mr. [redacted] is aware and has not contacted [redacted] or any of the DFW secretaries since then.
Should you have any questions, piease feel free to Contact [redacted] or [redacted] at (808)[redacted].
Sincerely,
[redacted]

From: [redacted] Sent: Monday, August 03, 2015 3:48 PM To: Info Cc: [redacted] Subject: ID #[redacted]     Rochelle E[redacted]  ...

Revdex.com of Hawaii, Inc. [redacted]   To whom it may concern:   [redacted] came in on 6/13/15 with her husband looking for a dinette set. They found one they liked, the [redacted] set, item #[redacted] chose to apply for financing and provided us with a credit card and a driver’s license. She was approved for $3,500.00 and used $2,004.00 of the available credit towards their purchase. We do not finance tax, so they provided us with a [redacted] for the balance of $94.43. We have a signed invoice copy from [redacted] stating our all sales are non-refundable policy. We also have a signed copy of the [redacted] financing receipt, stating they have 12 months to pay off the financing, as well as a signed copy of the credit card receipt. [redacted] called us on 7/2/15 and spoke to a secretary about his furniture. He claimed that he didn’t know the furniture was ordered and that he had thought it was only put on hold. We explained to him that his wife had signed all of the paperwork stating that all sales were non-refundable, and that his purchase was paid in full. He informed us that he had been gifted a different table from his mother in law and no longer needed the table they had purchased. That same day [redacted]’s order was cancelled, and a store credit valid for 90 days was issued. Today, 8/3/15, it has been 33 days since the store credit had been issued. The customers have 57 more days to use their store credit before it will expire.        Rochelle E[redacted] Discount Furniture Warehouse [redacted] Mon-Sat 10am-7pm, Sun 10am-5pm [redacted]

To whom it may concern:[redacted] came into our store on May 22, 2015 and purchased nine different items.  She scheduled her items for setup and delivery on July 24, 2015.  On a later date she called and notified us that her [redacted] King Bed (Item number: [redacted]-**) was put together...

incorrectly.  We went back out to her home on August 4, 2015 to try and attempt to fix the problem.  Our delivery staff tried and attempted to fix the problem but Ms. [redacted] later called us that same day informing us that the problem was still not resolved.  We had our warehouse manager along with one of our delivery employees go back to her house later that afternoon.  Nuu, the warehouse manager noticed that the rails to her bed were an inch too short.  [redacted] King Bed rails are measured at 84” and her rails were 83”.  Due to her rails being an inch shorter, the slats and the middle support weren’t lining up correctly.  Leah, the damage and parts manager immediately contacted the vender to ship us the replacement parts needed; a set of rails, slats and a footboard.  On September 2, 2015, Leah received the parts to the Ms. [redacted]’s bed and immediately called her to inform her about the arrival of the parts and to schedule a day to switch out the damaged items.  On September 5th, as we were loading the furniture to be delivered, Leah asked our delivery staff to double check and to confirm if all of the parts were loaded and ready for delivery.  Unfortunately one of the drivers noticed that they were missing the rails.  Leah immediately called Ms. [redacted] to notify her that the rails weren’t added to the replacement box.  Ms. [redacted] sounded very irritant and upset.  She mentioned that she will be out of town from September 11, 2015 through September 17, 2015 but her roommate [redacted] will be there to accept the delivery.  Leah mentioned that it would take longer than a week to receive the rails from the vendor but will try to get it ASAP.  Ms. [redacted] wasn’t pleased with the answer and just said okay.We were just notified that the rails for her bed will be arriving next week November 20, 2015.  Once we have unload the container on November 20, 2015 and have confirmed that the rails have arrived we will then call Ms. [redacted] to schedule a day that best works for her to reassemble and fix her bed with the replacement pieces.