Emilys Photography

re: [redacted] Our representative, Daniel ***, from our San Antonio location (the store that assisted in this customer's phone order), has reached out to the guest via the phone number listed on the order As soon as our representative identified himself and that he was calling from Star Furniture, the lady hung up on him Our representative called back and was forwarded to a voicemail, where he left a message asking the guest to contact him so he can assist in resolving the issue If the guest returns the call, we will update you

Better Business Bureau: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint Brenda from Star Furniture and I spoke twiceThe first phone call was an introduction and ended with me sending her photographs of the sectional via email, as requestedThe second phone call was to let me know that Brenda would be on vacation, and she left the contact information of another lady.I called the number and was sent to voicemailWaited and was contacted by the person (my apologies for not remembering her name, I spoke with her once)She let me know the options Brenda had arranged:Spend $on a new chase at Star FurnitureReceive a refund for the amount paid for the warrantyI let the lady know I would speak with my husband, and call her back the next dayMy husband tried to call the number times the following day, only to be sent to voicemail each timeI have not heard back from her, nor has my husband.I reject the options presentedI don't want a new chase, and I certainly don't want to spend more money at Star FurnitureI don't want a refund for the warrantyI would like my current chase fixedIf I wanted a new chase, I would go purchase oneI don't need a discount or a refund, I simply want the defective material fixedIf this is not an option, I reject all proposals and responses made by Star Furniture and would like to keep the complaint on file Regards, [redacted]

Star has addressed and resolved [redacted] complaint

First of all I would like to address the accusation of the consumer that “they were scammed” Our interest free financing promotion is not a scam We have thousands of customers take advantage of our promotional financing each month The vast majority payoff their account with zero interest charged It would appear that this customer did have a full understanding of what they were signing at the time of purchase, and again when they received the “30-day reminder notice” The reminder notice was sent in May 2015, advising the customer of the upcoming expiration date for the free finance period Finance promotions are offered by many retailers throughout the country Star Furniture’s promotions typically benefit of the consumer In brief, our finance terms are based on the dollars the customer is spending The “Arthur contract” was written as a month contract and if paid in full within months, all finance charges would be deducted from the account I have attached the signed contract with all the information given to the customer at the time of the purchase This is explained in full at the time of the purchase by the star associate working with the customer, and of course in the contract language Knowing that customers may need a reminder as to the time element of their contract, we send a reminder letter to them in the month prior to the end of the free finance period This letter also outlines the pay off amount The letter was mailed to the Arthur’s on May 20th, by first class mail This is a standard practice Finally, Star Furniture also gives a 14-day grace period to our customers, who may inadvertently miss the expiration date This was not the case with the Arthur account On June 1, the principal amount still owed on the contract (without finance charges) was $ The Arthur’s continued to make two additional monthly payments one received in June and on received in July On August 20th the customer called stating they had missed their June pay off When we reiterated the terms of the contract the customer became angry and stated she would be contacting an attorney Later in the day Chris Arthur sent an email reiterating what had occurred and asked that we reduce the finance charges to only a two month period because they were passed the pay off by "only two months" On August 24th we contacted the customer in a goodwill effort to peacefully solve this account dispute Star Furniture offered to reduce the amount of finance charges owed by 50% The customer did not accept this goodwill offer We feel our offer to reduce the finance charge by 50% is a fair compromise with the customer due to what we consider to be missteps on their part The offer of “free financing” was only applicable if the contract was paid in full within the month period At last contact with the customer the amount of finance charges applicable to this account were approximately $because the original month contract would be paid off early We agreed to reduce this amount to 50% owed for finance charges, plus the balance of the principal The one-time goodwill offer was in effect until Sept 1, If the offer was not accepted, then Star Furniture would revert back to the original terms of the contract The customer accepted the terms and paid the contract in full on Aug 31, In addition our customer service department inspected the merchandise on August and determined that there had been water damage to the night stands We will be bringing the night stands into our shop for repair under their Guardian Warranty the first week in September Sherrie B***

I responded to this complaint through your online system last week - I have no clue why you did not receive itPlease advise that you receive this replyAfter reviewing the service reports the following was found The body impression noted was 3/4" which is within the limits for this bedding as stated in the [redacted] warranty material provided to the customer Rotating the bedding will help to eleviate this problem Body impressions greater that 1/2" are not within limits.As to the stain on the bedding, the photograph does not show a fingerprint but some type of small stain on both the fabric and stitching Perhaps this could have occurred when the bedding was moved from one location to another after the initial delivery According to the guidelines of the [redacted] warranty we do not find this bedding to be defective and will not make a replacementSherrie B***

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution would be satisfactory to me

Star Furniture is working with Mrs [redacted] to come to a resolution.The [redacted] Warranty Plan Excludes wear and tear from everyday useAlso excludes misuse of the covered item that has been neglect, mishandled or damaged (including pet or animal damage of any kind)

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint Sent: Tuesday, January 30, 10:PM Subject: Re: You have a New Message from Revdex.com Regarding Complaint # [redacted] I am currently out of the country I will call star furniture when I am back in the states I did not hang up I just currently do not have good connection [redacted] ,

Sent: Monday, March 21, 9:AM Subject: RE: Revdex.com of Houston and South Texas- Complaint regarding Your Business #*** I have been out of the office over the last week and I am sorry this was not answered. We exchanged the merchandise for this customer on March and he is
satisfied with his new merchandise Sherrie *** Executive Assistant to Melvyn ** ***, Chairman of the Board

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
It does not make sense that when I went through with my reselection, that at that point I asked if I could purchase *** *** on my reselection and was told yesThe system allowed it and salesperson's had no question about it. I received a phone call after the fact and was told that my warranty would not be validYes I was told that *** *** was put on my reselection but there was nothing on the sofa or anywhere in the receipt that this really happenedI am very disappointed in the whole situation
Regards,***

Every offer to resolve the issues with Mr*** were approved by the management of Star Furniture We feel we have given him every opportunity to resolve the issues he has with his furniture It is not defective It is performing as does all down filled product It appears that he wants Star to rebuild his merchandise to his specifications, which we will not do.Mr*** was given a deadline in the letter from Star to resolve the issue If he chooses not to respond to the sales associate that sent the letter to him, we will consider the matter closed.Sherrie B***

This is a common occurrence in down filled cushions. The sales associate spoke with the customer about a reselection and they did not want to change their sofa. We asked the manufacturer if they could provide another type of cushion. They said no. The resolution is that we
gave the customer a price adjustment so they can get new cushions for the sofa that are not down filled. Sherrie B***

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
I am not satisfied with the response due to the fact that we were sold this furniture that is lower quality and cheapThe furniture was not the "top grain leather" that was advertised in the store and we are definitely disappointed to learn that we did not get what we paid for. From what I have learned, split leather is the layer under the top grain leather and sprayed with polyurethane top coat to make it look nice and shinyNormally used in furniture for store showrooms and displays because split leather material is relatively cheaper compared to the top grain leather that is far more durable.Our love seat and sofa are now a mess and we are afraid to sit on it , due to the concern that the damage may get even worst.We loved buying our furnitures from Star Furniture because we thought that they're a good store and has good reputationsThe people over there were always nice and friendly and I can commend them for thatBut I have problem when a company is not able to stand behind their product. Appreciate your help
Regards,*** ***

Mrs*** year Fabric Protection Warranty has been fulfilledGuest was informed she would not be able to renew the Warranty on her reselectionAs a courtesy Star did a fabric treatment on the sofa she re-selected.I have included an attachment of the Warranty Terms and Conditions

Credits made back to debit cards are not allowed by *** This is not a Star policy This is the same policy in effect for any retailer Our understanding is that the rule has not been firmly applied by *** until October this year, when the new chip card processing
came into effect We have been told that this notification was sent to all debit card holders by their banks during the last year.The customer's credit application was denied because he did not meet our credit requirements A refund check has been mailed to the customer and we sincerely apologize for any inconvenience this may have caused Unfortunately, the problems caused were not due to anything within our control. Sherrie B***

Spoke with Mr*** issue is resolved

Sent: Monday, February 12, 11:AMSubject: Fw: Revdex.com of Houston and South Texas- Complaint regarding Your Business #*** Complaint ID: *** Date Filed: 1/25/Consumer Information Name: *** *** *** Address: *** ***
** *** * ** *** We are in receipt of your latest response stating complaint #*** would be listed as "unresolved." We have done everything within our power to resolve this complaint. However, without cooperation and additional information from the customer, we are unable to move forwardPlease consider changing the status of this complaintLaurie *** Executive Administrative Assistant

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
omplaint Detail /
ProblemComplaint Type:Guarantee Or Warranty IssuesselectProblem:I purchased an entire bedroom suite from Star Furniture back in December First the chest drawers were broke and it took over a month for them to replace itThe bed has broken twice, the first time Star sent someone out to repair but they only took pictures and never repaired the slatsI had to fix them myself so the mattress was not on the floorNow they bed broke again and Star came out and replaced the side boards but the slats they brought the wrong sizeThey brought queen size and I have a king size bedOnce again they never came back to complete the repair.TranslateDesired Resolution / OutcomeDesired Resolution:RepairselectDesired Outcome:repair with STABLE supports to ensure the bed does not break againThis is a reasonable request as I have beds that I have had for over years that have never had this type problemFailure to complete the repairs in a timely manner, I want them to pick up the entire bedroom suite and credit me in full for my payment

Star Furniture has assembled the bed with proper support system and is within manufacturer specificationsStar is scheduled to deliver the extra support Mr*** has requested

In regards to the claim filed by Beulah ***, the mattress set was delivered March 26th 2016. The guest reported bed bugs on June 20th 2016. Under the *** *** bed bugs are not considered a defect Therefore, bed bugs cannot be claimed under the Manufacturer's Warranty
Bed bugs are not covered under the manufacturer's warranty.To help the customer's cost of purchasing a new mattress set Star Furniture offered a $creditThe guest declined the offer