Elite Furniture

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:
[Your Answer Here]
Please be advised that the information in which the business responded with is and inaccurateIn one sentence, Elite Furniture says that they were never aware of my issue, but in the next sentence, they allege that they advised me the leather was delicate. This supports my claim that this company does not meet the needs of their hardworking paying customers To better support my claim that this company does not live up to its name, there was NEVER an issue with my bed, as the business alleges I did however have an issue with my drawer when the track fell off and I was unable to use it The company did send someone to fix that issue, in which I did pay for parts and labor This issue occurred in the midst of much going back and forth with my piece sectional It also took daily phone calls for about months for someone to come fix my drawer The issue that Elite Furniture WAS and IS FULLY aware of is about MY SECTIONAL.Approximately one year ago (when the couch began to rip) I contacted Mario of Elite Furniture solely about my piece sectional There were numerous telephone conversations along with e-mails between Mario from Elite Furniture and Maddy from the warehouse (please see the attached evidencing sameI can also provide phone records and voicemails if needed to support my claim) about this issue as soon as it began Due to avoidance from the company, I decided to call the warehouse for some advice as to my next steps As mentioned in my initial complaint, the warehouse could not help me resolve the issue I then decided to contact Klaussner and that is when I was told that they only hold a one year warranty and the company that sold me the furniture should rectify this issue.Elite Furniture contends that I was told the leather to my sectional was delicate and that is TOTALLY FALSE First off, the sectional was sold to me by Bilal who is no longer with the company and has not been so since before my issue began So, for this company to make the statement that I was told this leather was delicate is a complete and utter statement As a matter of fact, in mid August, I was told by Mario that he can not understand why Bilal told me that the leather was authentic and furthermore, he cannot understand why the company, at the time, insisted on my purchasing of a year warranty from a company that is no longer in businessHe further indicated that Elite no longer “pushes” selling the warranties because of the many complaints, similar to mine.I am now left with a couch that is ruined, a warranty that I paid for from a company that is no longer in business, and no one to honor their word that "we appreciate our customers and will do everything we can to serve their needs".I would like this issue resolved by receiving reimbursement for the piece sectional.I In order for the Revdex.com to appropriately process your response, you MUST answer the question aboveSincerely,
*** ***
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

*** *** ** ***
*** *** *** ***
*** ** ***
*** * ***
*** ** ***
To Whom It May Concern:We take great care to ensure that important matters such as this are properly managedThis is in respond to a consumer complaint, customer
named, Daniela Maida has made a complaint against our businessAccording to the customer, she purchased furniture in 2013, bought an additional warranty of five years and her 6pcs sectionalWe hereby inform you that this customer purchased a bedroom set and a living room set with occasional tables back approximately four years agoFurthermore, as the customer explained there was only one year warranty from Klaussner Furniture Company and the customer was advised to purchase a separate warrantyBesides that information, after four years the customer called our warehouse complaining about the bed only and we went to her house at an additional charge of $only for part, the labor costs were paid by us to help our customerIn addition to that, our responsibility was to deliver in good condition and as a favor to the customer, we fixed the sma ll issue on the bedroom dresserThe customer also mentioned about the leather quality of her sectional, and she was advised at the moment of the sale that there are different kinds of leather and that leather is very delicateMore importantly, we cannot be responsible for the separate warranty that the customer purchased, because this was a separate company that has nothing to do with usAs a remedial act, we have explained this information to our customer, however she does not understand and does not want to hear anything elseI have attached a copy of the customer invoice and proof of delivery received in good conditionWe appreciate our customers and will do everything we can to serve their needsI wish to convey my sincere desire to settle this matter. Sincerely yours,Store ManagerElite Furniture

Revdex.com:At this time, I have not been contacted by Elite Furniture regarding complaint ID ***.Sincerely,*** ***

Review: I ordered 2 couches from Elite Furniture on January 20, 2013...I received the floor model, the second model was ordered from a vendor. After several promises of delivery I have still not received my couch! It is now June 20Desired Settlement: I would like to either receive the second couch complimentary or I would like all my money (including the couch I now have) back.

Consumer

Response:

They finally delivered my couch 7 months late. I am exhausted with dealing with them I will NEVER EVER purchase anything from them. They were rude and nasty to me.

[redacted]:

At this time, my complaint, ID [redacted] regarding Elite Furniture has been resolved.

(By clicking "OK", your complaint will be closed as Resolved.)

Sincerely,

Review: In October *, 2012 we purchased a sofa and two loveseats from Elite Furniture after the salesman assured us that the bonded leather material was very good and very durable. He also talked us into purchasing an additional 5 year protection plan for the furniture saying this material could be repaired like new if anything happened. The day of delivery, the delivery men showed up 3 1/2 hours later than the window of time they gave us (my husband needlessly lost a day of work) and it was about 6:30pm when they finally showed up. When they brought the pieces in and took off the plastic coverings my husband saw that the material on the sofa was torn off in two different places. He pointed it out to the delivery men who informed him that the procedure was for my husband to take a picture of the damages and send an email to Elite and Elite would follow up with it. My husband did as he was advised, he took pictures of the damages and emailed them along with a short note to Elite. The delivery men asked my husband to sign for the delivery and my husband believing he had done everything he was supposed to do in this case (and in good faith) signed for the delivery and the delivery men left. After a few times of calling Elite and leaving messages since apparently no one was ever available to talk to us, a man named [redacted] called my husband saying he was the furniture repairman and that he wanted to come look at the damages. My husband told him that neither he nor I were home but that my son and daughter were home and could let him in to look at it. While there [redacted] applied some glue/paste substance to the damages that when dry were supposed to match and look like the material. [redacted] had my daughter sign a receipt and left before either of us got home. The next morning I saw that the sofa now had large dark spots over where the torn spots were. I called Elite and a left message and when someone from Elite finally called back I told them I was very unhappy with not only the damage but also with the supposed repair. They said of course they would take care of it, not to worry and that they only wanted satisfied customers. Days later [redacted] called saying he wanted to come and try repairing the damages again and this time my husband made sure he was home. [redacted] tried but just could not come close to fixing the damaged spots or matching the color well enough to look good and said that he just could not fix the sofa. [redacted] called Elite and told them he could not fix the damages, gave us another receipt stating the same thing and left. My husband called and after many attempts was able to speak to manager. He told him how very unsatisfied we were with our purchase because not only was the material not as durable as they said but now it was also not repairable as per their own repairman. We told him that in light of everything wanted to return the furniture ... they said NO we don't accept returns. We offered to keep the sofa as is if they gave us money off for having a damaged sofa they said NO we don't do that either and would not budge. We opened a dispute through our credit card company. Elite's customer service wrote back to them saying that since my husband signed for the delivery it meant everything was good and that WE must have caused the damage later by moving it right after the delivery men left. They said they were gracious enough to send and pay for a repairman and so the sofa had been repaired to our satisfaction... all lies! We opened another dispute and sent in our proof. Elite's customer service then wrote back saying that if we came in the store and signed an "agreement" they would send us another sofa. When I called to speak to customer service they said the person to speak with was out and would call me back in 1/2 and hour. Many hours later I called again since no one called me back and was able to speak to someone. He were extremely rude not wanting to listen that the sofa was either damaged in the warehouse or during delivery and even went as far as to call me a liar saying we really were the ones who damaged the sofa. I was very upset by this and called Elite to talk to our original salesman. I told him what was going on and how upset we were and that we would not come it to pre-sign anything since their customer service department turned around and used our signature against us the first time. I asked again to return the furniture explaining that they were still where the delivery men had left them with all the tags on.. he said NO RETURNS, I said then give us a partial refund ... he said no they never do that. I asked then what are we supposed to do? He promised us that getting damaged furniture from them was a "one in a million" occurrence, he apologized for their customer service department and said we did not have to come in but that he would deal with customer service directly and order us a new sofa because really they just wanted to keep their customers happy. Since we felt that we really did not have any other option we agreed to getting the sofa exchanged for a new one. My husband had to lose another day of work to wait for the new delivery which we did not get until March *, 2013. This time when they took the plastic cover off of the new sofa, one of the delivery men was the first to see that once again the sofa had material torn off (almost in the exact same place) and he pointed it out to my husband. The delivery man called the customer service department right away and reported that the sofa was damaged. He spoke to someone for a while then gave the phone to my husband saying the manager wanted to speak with him. The manager told my husband we could place an order for yet another sofa exchange or now seeing as how we had received two damaged sofas he would be willing to give us a partial refund if we were willing to keep this damaged sofa. He said he would have to get back to us about how much they would credit and so my husband said we would make a decision once we heard their offer. My husband wrote on the receipt that the sofa was damaged, who he spoke to and what they said and had one of the delivery men date and sign his statement before they left. The manager called back after a few days and said they would only give us $100 off but only if we kept this damaged sofa. Given everything that had happened, all the wasted time and effort, all the upset and frustration on our part, the additional day of work my husband had to lose for a second delivery, plus the fact that we would still be left with a damaged sofa we did not think that $100 was a fair and reasonable offer and told him so, but once again they would not budge. We told him we could not accept those terms. We opened another dispute with our credit card company. Elite's customer service wrote back once again with lies saying that the sofa was exchanged with a new one and signed for by the customer as in good condition when received (not my husbands signature on the paper) therefore the sofa is could not be damaged. When we sent in more proof to the credit card company, Elite's customer service replied with a outright refusal to issue any refunds on the grounds that if the sofa is damaged it is because we damaged it after it was delivered and so it is our problem and that we can take it up with the extra insurance we purchased because they won't to do anything else about it. Now nine months after our purchase we have not heard back from Elite Furniture or its customer service department and are stuck with a damaged sofa while they have our money!Desired Settlement: I feel it is only fair to be issued with a refund of substantial compensation not only for the damaged sofa but to cover all the time and money we were forced to already and needlessly waste/lose on this issue because of Elite Furniture and/or their customer service department and their choice to act dishonestly and with complete lack of integrity as a company and a customer service department.

Consumer

Response:

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:

[redacted];

This morning I saw that Elite Furniture finally sent a response regarding my compliant. Unfortunately, I was not able to respond to the email from the Revdex.com because it would not let me write in the box after I chose "reject the business response" therefore I am sending you this email to continue with this claim.

The response of "the customer signed that she received the reclining sofa in good condition" is a lie! The response of "damages or misuse caused by the customer after the delivery" is a lie!

First of all, I was not the one home when the exchange took place, my husband was. Second of all, not only did

my husband NOT sign that the sofa was in good condition (we were not going to be tricked by them again),

but after one of the delivery man called the warehouse/customer service department to report the sofa as damaged

and [redacted] a "manager" spoke to my husband and offered a resolution of partial refund or another exchange because this was the second damaged sofa we received, my husband printed his name, wrote in the date, wrote at the bottom of the page that the sofa was damaged and what had been offered as a resolution, and had one of the delivery men write his name and sign it underneath the notation. (please see attached)

At no time did my husband sign that agreement, that is NOT my husband's signature. One of the delivery men must have

signed it because my husband would not. The sofa was received damaged, why else would the call have been initiated,

the offer made by [redacted], and the driver been willing to write and sign his name that is was damaged? Why would Elite

think that we would go though all of this TWICE and for almost a year now, if we were the ones that really caused the damages?

Why wouldn't we simply (as they keep pushing for) use the protection plan we already purchased for this furniture and just the

sofa fixed so that we can use it? It doesn't make sense unless, what we are saying is the TRUTH, that the sofa was damaged

when they brought it and it is their responsibility, not ours and not the insurance's. In fact the insurance clearly states damages

caused/result of delivery will not be covered. (also attached) They must know that, they were the ones that sold us the plan.

Instead of admitting their culpability, they want us to go along with their lie that we damaged it so that Elite Furniture and their

warehouse/customer service department will not be held responsible. We refuse to do that! We stand by our complaint and hope

that with the help of the Revdex.com and the Consumer Protection Agency (thanks for the contact) we keep them from getting away with what

they have done to us, and will probably do to other consumers as well, if not held accountable. Thank you for all you assistance with this matter.

Sincerely, [redacted]

Sincerely,

Business

Response:

To whom it may concern:

With regard to this matter with complaint # [redacted], and per our telephone call with the Revdex.com representative, we decided to represent

the following feasible options for the client:

The first would be that we are willing to replace the current SOFA, which is the subject of this complaint for the customer without

any additional charges to the customer such as, delivery or set up fees.

The second option would be that we are willing to give the customer $250 refund in the event that the customer decided

to stay with the current SOFA in its current as is condition,since the sofa is considered to be functional and does not go against

its intended shape or purpose. The third option would be that since and even though that the merchandise was out of its original packaging and has been in the customer premises for an extended period of time; we are willng to pick up the sofa from customer's premises and to refund the customer the cost of the SOFA ONLY so that the customer would be able to go anywhere else that sells the similar sofa and buy it from that other store or location of her/his liking.

If you have any question,please feel free to contact us. Best regards,

Management.