Exclusive Furniture

Sent: Thursday, May 07, 2:PM To: drteam Subject: Response to Case # [redacted] Hello BB, This is response to case # [redacted] - [redacted] We apologize for the trouble to this customer about her sectional, it was a special order item so those pieces take longer than usual to come in However, we refunded this customer back on 04/14/I've attached the refund slip showing that her [redacted] account has been credited back Please close this out Thank you, -Management

Sent: Saturday, February 07, 3:PM To: drteam Subject: Response to complaint # Hello Revdex.com Team In Response to complaint id # [redacted] Sharon Raheim was delivered on 01/16/with her correct table and chairs, she signed the delivery document with no complaints & is satsified Please resolve this case Thank you

Hello, in response to this complaint for [redacted] ***.This customer is getting his furniture delivered on 02/07/15, for the inconvenience , he is being given a $refund in the form of a checkHe did mention to the store manager that he liked a recliner for his son, the manager informed him that it's for $399, but he can sell it to him for $and call it evenThe customer stated he was going to see how today's delivery went and make his decision from there.This customer has been taken care of.Thank you,

In response to customer [redacted] We deeply apologize to the customer because it took a while for our driver to arrive to the store to drop off the furniture so the customer can pick upThe customer purchased on the 20th & we scheduled the pickup for the same day, which was a favor we did for the customerWe informed the customer that the driver was on his way & he was coming from the warehouse & he will be here soonThis customer caused a huge commotion in the store even though the store manager spoke to the driver in front of the customer & the driver stated he was about 10-minutes awayNot understanding the situation, the customer overreacted and threatened all of our store representatives stating that he was going to "bomb" the entire store & everyone in itAt this moment, one of the store representatives contacted the police NOT wanting to press any charges, but only to protect the security of our store employees & the customersThe customer left the store before the driver arrived with the furnitureWhen the furniture came, we called the customer and they did not answerThe customer can call customer service and schedule a pickup date or even schedule a pickup date from any of our other locations in [redacted] the sales rep offered the customer lamps for the inconvenience to the customer on having to wait for the driver, but he refusedIf the customer wants to pay $99, we can deliver the goods over to himother than that, he can call us & schedule a pickup timeAs per our policies, we have a strict no refunds policy that is non-negotiable if the merchandise is in stock & available.Thank you

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 The manager is lying, this is the 3rd time they send the wrong mirror that doesn't go with this dresserThe mirror is suppose to be attached with the dresser, shouldn't be hanged on the wallThis is what we selected from the showroomManager called me and said he sent a wrong mirror and he is going to send the correct oneThis will be the 4th time he will be sendingI really don't trust the manager this time.Please help me [Provide details of why you are not satisfied with this resolution.] Regards,

We deeply apologize for the trouble caused to this customerWe received our shipment for the bedroom set this customer received week lateWe delivered all of the merchandise to this customer on 12/18/and as of 12/20/14- he is satisfied with all the merchandiseRegarding the mirror- the mirror that goes with this bedroom set is called a DECORATIVE mirror, meaning it's to be hung on the wall, the mirror does not attach to dresser, it is a decorative mirror - it's hung on the wall in the form of decoration.Pleas resolve this case as the customer has received all goods and is satisfied.Thank you,

Hello Revdex.com, I spoke to this customer on *** and did explain to her that this was not a manufacturer's defect from what I can see in the picturesI did let the customer know that Exclusive Furniture will try their hardest to get this approved by the manufacturer even though it does not
look like a manufacturer's defect I told her to give me until *** *** and I will get her taken care of Please close this dispute Thank you, -Management

From: *** *** Sent: Saturday, December 20, 1:PM To: *** *** Subject: Response to complaint id *** Hi Ms***, in response to complaint id ***- *** ***I deeply deeply apologize for the trouble & frustration this
customer has gone throughAs of today, the customer has all the merchandise she purchased in her home HOWEVER, of the piers on her entertainment set is damagedThe piece is on order with the manufacturer *** *** & is due to come in after the 1st of the year since *** doesn't have it in stock currently. I deeply apologize but I am not able to give this customer a refund on their account since we do have a "all sales are final, no refunds" policyShe does have the merchandise so that policy has to remain effectiveI will replace the damaged piece howeverI've spoken to my store managers & the store employees at that location that our customers should not be treated this way in any way, shape or formExclusive Furniture owners do not condone or will accept their customers to be treated this wayCustomer service is never perfect, but we will make it our #goal to improve on it every day The exchange for the pier should be done by 01/the latest, if not earlier Thank you, Fauzia

Sent: Saturday, February 07, 2015 1:59 PM To: drteam Subject: Response to case # [redacted]   Hello Revdex.com team,   In response to case # [redacted]- [redacted] :   This customer purchased a coffee table set from our catalog on 12/20/14 and was scheduled to pick it up on 12/22/14. At the...

time of purchase the customer was informed that this was special order since it was ordered from a catalog, as per our policies special orders are not subject to cancellations since they are specially ordered for this particular customer only.    On the day of pickup, 12/22/14, this customer stated that he wanted to CANCEL his order. He NEVER once said he wanted to choose a more expensive one. At that time, the store manager stated that we cannot cancel special orders, but let me do a courtesy for you and you can select another piece if you don't like this. The manager was breaking the store policies so that the customer would be satisfied. The manager and the sales person brought the customer a catalog and the customer got upset and stated that he wanted to cancel entirely. At this time the salesperson did inform him that as per our policies that are listed on the back of the invoice, we do not do any cancellations at all, all sales are final.    The manager never talked rudely to him, nor did he dis-respect him at any point. We apologize if the customer feels that way, but we didn't dis-respect him in any intention.   Regardless of all the above, we still refunded the customer his $587.96. This has been refunded back to the customer.   Please resolve this case.   Thank you, [redacted]

to Revdex.com,The bedset this customer chose ONLY comes with the decorative mirror, this is the way it's set up on all of our showroom floors, it's the only way it's sold, this bed has no way of being attached to the dresser, it is sold as a decorative mirror. Please see attached picture of the dresser & mirror the way it is intended to be set up.We apologize for the trouble.Thanks,

Sent: Saturday, February 07, 2015 3:28 PM To: drteam Subject: Response to complaint # 10357304   Hello Revdex.com Team.   In Response to complaint id # [redacted]   Sharon Raheim was delivered on 01/16/15 with her correct table and chairs, she signed the delivery document with...

no complaints & is satsified.   Please resolve this case.   Thank you

In response to customer [redacted]We deeply apologize to the customer because it took a while for our driver to arrive to the store to drop off the furniture so the customer can pick up. The customer purchased on the 20th & we scheduled the pickup for the same day, which was a favor we did...

for the customer. We informed the customer that the driver was on his way & he was coming from the warehouse & he will be here soon. This customer caused a huge commotion in the store even though the store manager spoke to the driver in front of the customer & the driver stated he was about 10-15 minutes away. Not understanding the situation, the customer overreacted and threatened all of our store representatives stating that he was going to "bomb" the entire store & everyone in it. At this moment, one of the store representatives contacted the police NOT wanting to press any charges, but only to protect the security of our store employees & the customers. The customer left the store before the driver arrived with the furniture. When the furniture came, we called the customer and they did not answer. The customer can call customer service and schedule a pickup date or even schedule a pickup date from any of our other locations in [redacted] the sales rep offered the customer 2 lamps for the inconvenience to the customer on having to wait for the driver, but he refused. If the customer wants to pay $99, we can deliver the goods over to him. other than that, he can call us & schedule a pickup time. As per our policies, we have a strict no refunds policy that is non-negotiable if the merchandise is in stock & available.Thank you.

We deeply apologize for the trouble caused to this customer. We received our shipment for the bedroom set this customer received 1 week late. We delivered all of the merchandise to this customer on 12/18/14 and as of 12/20/14- he is satisfied with all the merchandise. Regarding the mirror- the...

mirror that goes with this bedroom set is called a DECORATIVE mirror, meaning it's to be hung on the wall, the mirror does not attach to dresser, it is a decorative mirror - it's hung on the wall in the form of decoration.Pleas resolve this case as the customer has received all goods and is satisfied.Thank you,

Hello, in response to this complaint for [redacted].This customer is getting his furniture delivered on 02/07/15, for the inconvenience , he is being given a $300 refund in the form of a check. He did mention to the store manager that he liked a recliner for his son, the manager informed him that...

it's for $399, but he can sell it to him for $300 and call it even. The customer stated he was going to see how today's delivery went and make his decision from there.This customer has been taken care of.Thank you,

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.  
[Provide details of why you are not satisfied with this resolution.]This is not the one that I viewed at the showroom and ordered. Please see the bedroom set at their website [redacted]it shows the bedroom set with a mirror attached to the dresser not hang on the wall. I have also attached the image of the bedroom set that I bought from the showroom.I called the store manager again and he told me that it will be delivered next Tuesday. This is time he has said this and I am sure he is lying this time as well.Please help me, the store manager's behavior is rude.
Regards,[redacted]

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.  The manager is lying, this is the 3rd time they send the wrong mirror that doesn't go with this dresser. The mirror is suppose to be attached with the dresser, shouldn't be hanged on the wall. This is what we selected from the showroom. Manager called me and said he sent a wrong mirror and he is going to send the correct one. This will be the 4th time he will be sending. I really don't trust the manager this time.Please help me.
[Provide details of why you are not satisfied with this resolution.]
Regards,

Revdex.com:
At this time, I have not been contacted by exclusive furniture store regarding complaint ID [redacted].
Sincerely,
[redacted]

Sent: Thursday, May 07, 2015 2:19 PM To: drteam Subject: Response to Case # [redacted]   Hello BB,   This is response to case # [redacted] -  [redacted]   We apologize for the trouble to this customer about her sectional, it was a special order item so those pieces take longer...

than usual to come in.   However, we refunded this customer back on 04/14/15. I've attached the refund slip showing that her [redacted] account has been credited back.   Please close this out.   Thank you,   -Management

From: [redacted]] Sent: Tuesday, January 06, 2015 7:17 PM [redacted] Subject: Re: Revdex.com of Houston and South Texas- Complaint regarding Your Business #[redacted]   In response to complaint # [redacted]- the customer has received the correct mirror and is satisfied. spoke to customer on 01/06/15 and he is satisfied. Please resolve this case.   Thank you,

[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.  Thank You Revdex.com they did issue a refund to me.  I initially thought they would not, which is why I filed this complaint.  [redacted]