Hello [redacted], We have received your letter about [redacted]'s complaint. We have reached out to her via phone call, fax and email. Unfortunately, we cannot provide her with a refund for a service we didn't provide. We offered her to go service her item after she contacted us...
and she refused. She wanted some parts mailed out and we mailed them out. We explained to her that the bed was a bit difficult to assemble and we could send someone to assemble it. She clearly stated: "You don't have to be a furniture expert to put a bed together". We didn't hear back from her until over a month later when we received her fax. We did reach out to her via phone phone call but she was very aggressive and was very difficult to talk to. We then emailed her a response. She wants us to provide her with a refund for a service she seeker elsewhere after she refused our expert help. She also wants to return her bed after shes used it for over 45 days. We delivered her the item she ordered a California King bed. There was no mistake on our end. Attached are the emails in which we responded to her since she was very difficult to communicate via phone with. Please let me know if you need any additional information.Sincerely,[redacted]Don't Pay Retail Furniture [redacted]
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[redacted] Begin forwarded message:[redacted]
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[redacted]There was no miscommunication from my end at all. I clearly told you that if you or anyone at your furniture store can't help me, my next step, for the third time, is filing a Consumer Complaint. Thank you.Sent from my iPhoneOn May 24, 2017, at 3:39 PM, [redacted] <[redacted]> wrote:I apologize if there was miscommunication in both our ends. Don't recall stating that. Unfortunately, I cannot offer you a partial refund on any items (per the last email). Please let me know is there's anything else I can assist you with. Sincerely,[redacted]Don't Pay Retail Furniture [redacted]
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[redacted] On May 24, 2017, at 3:26 PM, [redacted] <[redacted]> wrote:Hello, Ms. [redacted].Thank you for your email and just to clarify this, I did NOT hang up on you!When you called me a second time, you said you were returning my call and I told you I was returning YOUR CALL, assuming you had already read my Letter dated May 23, 2017 that I faxed directly to the Furniture Store where you are a Manager. I faxed it because your employee [redacted] stopped responding my Text Messages and Phone Calls and [redacted] is the person that I placed my order with, and not you or anyone else at the furniture store.I asked you if you could handle this complaint and if not, for you to transfer me to someone that would be able to help me and since you did not say anything, I told you that I am going to file a Consumer Complaint and you said: "GO AHEAD!"Very truly yours,[redacted]On Wed, May 24, 2017 at 2:31 PM, [redacted] <[redacted]> wrote:Hello [redacted],I tried calling you to help you with your concern and explain a few things but you just hung up on me and were very disrespectful and uncooperative. On the California King bed frame that you ordered we did find out through [redacted] that you requested new corner brackets because you said the holes were off. That bed frame is a bit tricky to assemble SO WE OFFERED go and inspect the bed. If something was wrong we were going to fix it and replace the parts at no additional charge. However, if nothing was wrong there was going to be a delivery and assembly fee. You texted [redacted] the following: 'You don't have to be a furniture expert to assemble a bed, I just need the parts.' We went ahead and mailed you new parts and we never heard back from you. Our phone number, email and fax is listed on our receipt which you have and you never contacted us directly. We did receive your fax yesterday May 23, 2017, that was the first time YOU contacted our office after April 11, 2017 when the items were delivered. About your box spring or mattress not fitting the California King Bed frame that was not our fault. We did NOT sale you a mattress or box spring for this frame. We only sold you a bed frame and delivered the item and size per your request. If you ordered the wrong size mattress or box spring from another place that is NOT our problem, you should dispute it with them. Our return policy is very clear at the bottom of our receipt.On the Bunkbeds we were never aware of anything being wrong with them. You never called our office number nor texted [redacted] anything about the Bunkbed. The $100 you paid to get a wood box made was because YOU ordered the wrong bed frame. The $100 you paid someone to build your Bunkbeds is not something that we can refund. We don't do free assembly it's an additional service we provide but not included on the purchase so it doesn't make any sense why we would need to pay for it. About parts being damaged you could of called the office to have them replace but we NEVER heard anything from you. We cannot give you a discount on a fee you paid a separate company to assemble the items, you chose to hire someone to assemble them, that's a decision you made. Assemble is not a free charge or something we include in our fees. You asked to contact you to discuss this matter but when we did call you today (5/27/17) you did not want to talk. You hung up on us and asked to just read because we're wasting your time.Hope this brings some clarification to your concerns. Have a pleasant day. Sincerely,[redacted]
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Hello [redacted], We have received your letter about [redacted]'s complaint. We have reached out to her via phone call, fax and email. Unfortunately, we cannot provide her with a refund for a service we didn't provide. We offered her to go service her item after she contacted us...
and she refused. She wanted some parts mailed out and we mailed them out. We explained to her that the bed was a bit difficult to assemble and we could send someone to assemble it. She clearly stated: "You don't have to be a furniture expert to put a bed together". We didn't hear back from her until over a month later when we received her fax. We did reach out to her via phone phone call but she was very aggressive and was very difficult to talk to. We then emailed her a response. She wants us to provide her with a refund for a service she seeker elsewhere after she refused our expert help. She also wants to return her bed after shes used it for over 45 days. We delivered her the item she ordered a California King bed. There was no mistake on our end. Attached are the emails in which we responded to her since she was very difficult to communicate via phone with. Please let me know if you need any additional information.Sincerely,[redacted]Don't Pay Retail Furniture [redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted] Begin forwarded message:[redacted]
[redacted]
[redacted]
[redacted]There was no miscommunication from my end at all. I clearly told you that if you or anyone at your furniture store can't help me, my next step, for the third time, is filing a Consumer Complaint. Thank you.Sent from my iPhoneOn May 24, 2017, at 3:39 PM, [redacted] <[redacted]> wrote:I apologize if there was miscommunication in both our ends. Don't recall stating that. Unfortunately, I cannot offer you a partial refund on any items (per the last email). Please let me know is there's anything else I can assist you with. Sincerely,[redacted]Don't Pay Retail Furniture [redacted]
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[redacted] On May 24, 2017, at 3:26 PM, [redacted] <[redacted]> wrote:Hello, Ms. [redacted].Thank you for your email and just to clarify this, I did NOT hang up on you!When you called me a second time, you said you were returning my call and I told you I was returning YOUR CALL, assuming you had already read my Letter dated May 23, 2017 that I faxed directly to the Furniture Store where you are a Manager. I faxed it because your employee [redacted] stopped responding my Text Messages and Phone Calls and [redacted] is the person that I placed my order with, and not you or anyone else at the furniture store.I asked you if you could handle this complaint and if not, for you to transfer me to someone that would be able to help me and since you did not say anything, I told you that I am going to file a Consumer Complaint and you said: "GO AHEAD!"Very truly yours,[redacted]On Wed, May 24, 2017 at 2:31 PM, [redacted] <[redacted]> wrote:Hello [redacted],I tried calling you to help you with your concern and explain a few things but you just hung up on me and were very disrespectful and uncooperative. On the California King bed frame that you ordered we did find out through [redacted] that you requested new corner brackets because you said the holes were off. That bed frame is a bit tricky to assemble SO WE OFFERED go and inspect the bed. If something was wrong we were going to fix it and replace the parts at no additional charge. However, if nothing was wrong there was going to be a delivery and assembly fee. You texted [redacted] the following: 'You don't have to be a furniture expert to assemble a bed, I just need the parts.' We went ahead and mailed you new parts and we never heard back from you. Our phone number, email and fax is listed on our receipt which you have and you never contacted us directly. We did receive your fax yesterday May 23, 2017, that was the first time YOU contacted our office after April 11, 2017 when the items were delivered. About your box spring or mattress not fitting the California King Bed frame that was not our fault. We did NOT sale you a mattress or box spring for this frame. We only sold you a bed frame and delivered the item and size per your request. If you ordered the wrong size mattress or box spring from another place that is NOT our problem, you should dispute it with them. Our return policy is very clear at the bottom of our receipt.On the Bunkbeds we were never aware of anything being wrong with them. You never called our office number nor texted [redacted] anything about the Bunkbed. The $100 you paid to get a wood box made was because YOU ordered the wrong bed frame. The $100 you paid someone to build your Bunkbeds is not something that we can refund. We don't do free assembly it's an additional service we provide but not included on the purchase so it doesn't make any sense why we would need to pay for it. About parts being damaged you could of called the office to have them replace but we NEVER heard anything from you. We cannot give you a discount on a fee you paid a separate company to assemble the items, you chose to hire someone to assemble them, that's a decision you made. Assemble is not a free charge or something we include in our fees. You asked to contact you to discuss this matter but when we did call you today (5/27/17) you did not want to talk. You hung up on us and asked to just read because we're wasting your time.Hope this brings some clarification to your concerns. Have a pleasant day. Sincerely,[redacted]
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