We have a clear RETURN POLICY printed on our invoices, which states: No Refunds on Special OrdersNo Refunds or Exchanges or Returns of Furniture or Mattresses unless Authorized by Manufacturer WarrantyIf a refund is granted, a 20% restocking fee will be applied. The customer did sign this
invoice BEFORE any product was ordered.The product was special ordered for this customer, as the customer requestedThe product was received to the store for this customer, as the customer requested.I did offer the customer a refund in the form of in-store credit, minus the stated 20% restocking fee. I alternatively offered to hold the product in the warehouse for a period of months, at which time the customer could receive the goods without additional fee. While I do have compassion on her personal situation, I am obligated to follow the established rules and regulations of Furniture World Galleries
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.The fact a restocking fee is being charged when NOTHING is being restocked is absolutely ridiculousIt's terrible that they are more concerned with a commission than doing the right thing and yet saying they feel bad for my situationObviously they do not careNOTHING was special ordered considering NOTHING was ever orderedI believe I should receive a full refund or a full refund minus the "restocking fee" even though as I've said nothing is being restocked or a FULL "in-store" credit for the full price of $4008.87.
Regards,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appearWe were told it wouldn't be ordered at all till we requested it because we specifically said it would be 8-weeks before we needed itI want proofBecause they said that we needed to let them know weeks before we were ready for it and then it may take 2-weeks for it to come inSo why would they order it when we didn't let them know?? And I bought from different companiesHow did the coffee table, sofa table, and end table come in at the same time as the dining set and side board when they aren't from the company? They need to show proof it was ordered and received and that it is still thereAnd an explanation as to why they ordered it when we were at least months away from needing it.
Regards,
*** ***
In response to customer statement regarding nothing being ordered: The furniture was Special Ordered for the customer on 05/29/17 and received in the store 06/12/2017. [redacted]General ManagerFurniture World Galleries[redacted]
[redacted]
We have a clear RETURN POLICY printed on our invoices, which states: No Refunds on Special OrdersNo Refunds or Exchanges or Returns of Furniture or Mattresses unless Authorized by Manufacturer WarrantyIf a refund is granted, a 20% restocking fee will be applied. The customer did sign this
invoice BEFORE any product was ordered.The product was special ordered for this customer, as the customer requestedThe product was received to the store for this customer, as the customer requested.I did offer the customer a refund in the form of in-store credit, minus the stated 20% restocking fee. I alternatively offered to hold the product in the warehouse for a period of months, at which time the customer could receive the goods without additional fee. While I do have compassion on her personal situation, I am obligated to follow the established rules and regulations of Furniture World Galleries
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.The fact a restocking fee is being charged when NOTHING is being restocked is absolutely ridiculousIt's terrible that they are more concerned with a commission than doing the right thing and yet saying they feel bad for my situationObviously they do not careNOTHING was special ordered considering NOTHING was ever orderedI believe I should receive a full refund or a full refund minus the "restocking fee" even though as I've said nothing is being restocked or a FULL "in-store" credit for the full price of $4008.87.
Regards,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appearWe were told it wouldn't be ordered at all till we requested it because we specifically said it would be 8-weeks before we needed itI want proofBecause they said that we needed to let them know weeks before we were ready for it and then it may take 2-weeks for it to come inSo why would they order it when we didn't let them know?? And I bought from different companiesHow did the coffee table, sofa table, and end table come in at the same time as the dining set and side board when they aren't from the company? They need to show proof it was ordered and received and that it is still thereAnd an explanation as to why they ordered it when we were at least months away from needing it.
Regards,
*** ***
In response to customer statement regarding nothing being ordered: The furniture was Special Ordered for the customer on 05/29/17 and received in the store 06/12/2017. [redacted]General ManagerFurniture World Galleries[redacted]
[redacted]