Expo Furniture Gallery

The product that was purchased by Ms [redacted] was not of leather based materialNo such claim was made by ***, the sales associate [redacted] described that the material is leath-aire, a breathable, fabric based materialAs far as the warranty tag that was sent to Ms***, a tag of another collection was sent because the tag of the collection she bought was unavailable at the warehouse; however the warranty terms are the same between the two collections and therefore the warranty tag of another collection was sentWe still give Ms [redacted] the three options: Have the defective set completely replaced with the same set, or Exchange her entire order for any other merchandise in-store (store credit of $will be granted), or Pay the 25% restocking fee (as stated in the agreement) and cancel her order(Update: The restocking fee may be paid by her [redacted] Card and does not have to be cash, cashier’s check or money order)We would like to note that the merchandise must be in good condition for us to take back and cancelThere must not be any abuse, rips, punctures, tears or damage at all (excluding the loose reclining hook that was reported by Ms [redacted] initially)

I am rejecting this response because:I have attached all proving documents in correlation to my truthful statementsI have pl by case and have already made my clear standing responseMr [redacted] Employee [redacted] did NOT state the material was fabricHe claimed it was a leather material with a polyurethane coating referencing it as a leather gel materialThe word fabric was not described by ***.The tag given to us was pulled off the showroom Russell setIt was literally tagged to itThat is advertisingIt states on that tag leather.I have provided attached documents backing my detailed complaintIncluding extra documents backing my findings that [redacted] is in fact Expo furnitureI also have attached a copy of yet another complaint against this company for other advertisementI stand firmI do not accept your responseThis is my final response[redacted] ***

Revdex.com:
I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me

On January 14, 2018, Ms*** was shopping at Expo Furniture & Rug Outlet (in Rancho Cordova) along with her sonOur sales associate, ***, helped Ms*** with finding her sofa set and answering any questions she had about the product*** described the various aspects of the product - from
the quality of the product to the way the product was made*** described that the material was, as Ms*** mentioned, ***-Air (also spelled as ***-***)When asked about the manufacturer of the sofa set, *** replied “***” *** *** is indeed the brand that imported that particular sofa set, as the box also indicated “*** ***”Much like any large furniture importer or brand in the country, various products are sourced from different factories/manufacturers around the world (typically the Asian continent) and actual manufacturer description is reserved for the corporate buyers and usually not disclosed to the publicFor example, one manufacturer can sell the same item to two different brands and each brand will market the product with their brand label and imageMs*** proceeded with asking about the origins of the sofa set, as to where it was manufactured; since many items that fall under the *** *** brand come from various countries, *** replied, that it came from “overseas”*** addressed all hesitations Ms*** had and assured her that the product was of quality and valueThat day, Ms*** (along with her son) left the showroom happy and excited about her new sofa set On the day of delivery, our drivers are instructed to inspect the products out of the box for defects before delivering to the customer’s residenceUnfortunately, during the inspection the warranty information tag that comes along with most of the products may have separated from the sofa setDuring delivery, Ms*** had asked of our delivery associates where the product came from to which he replied “Malaysia”Typically, questions about products are reserved for sales associates or managers at the showroomMistakenly, the delivery associate had the wrong information; the country of origin was assumed Malaysia because a number of most recent shipments for the *** *** brand had came from Malaysia On January 18, 2018, two days after receiving the sofa set, Ms*** called Expo Furniture & Rug Outlet and spoke with another sales associate named ***, since *** was off that dayShe inquired about the warranty tag and *** mentioned that usually the products come with tags, however, it may have separated during the delivery*** offered to retrieve the warranty tag from the warehouse and have it ready for Ms***She then inquired a second time about the country of origin of the sofa set, to which *** replied “Malaysia” assuming the delivery associate had it right because he was the one to unpack the sofa setUnknowingly, *** had the wrong information; again, the country of origin was assumed Malaysia because a number of most recent shipments for the *** *** brand had came from Malaysia (and this sofa set was a fairly new model on the floor)The delivery driver’s and ***’s response of the product being made in “Malaysia” was however given after the point of sale; therefore there was no advertisement in pursuing Ms*** to purchase the item as *** originally mentioned “overseas” since he was unsureBefore ending the phone call, Ms*** sounded happy and told *** to relate to *** that she was happy with her purchase and would refer other customers to us The following day, January 19, 2018, Ms*** and her fiancé came into the showroom with two concerns about the couchIt seemed as if a hook in the interior of the recliner had fallen off and they requested to know where it was manufacturedTo compare to the showroom model, *** flipped over the showroom modelOnce the model was flipped over, there was a tag that stated that the manufacture of the sofa set was “*** ***” and that it was made in “China”Ms*** feels as if there was advertisement on our part to persuade her to purchase the sofaHowever, at the point of sale the information was valid and correct - the sofa set was by *** and that it was made overseasDuring her first visit to the showroom, had she explicitly stated that she did not want to purchase a set that was made in “China”, *** would have called the warehouse and physically checked the product to ensure that it was not made in ChinaDuring her purchase, Ms***’s main concerns were that of comfort, quality and value - which the sofa set provided and which is why she proceeded with the purchase On Friday, January 19, 2018, it seemed as if her fiancé was not happy with the purchase and did not like the product; he demanded that the sofa set be refunded and picked upHe accused *** of lying to his fiancé, when *** mentioned that the product came from “overseas”He went on to harass our sales associate and threaten to bring in lawyersUnderstanding their frustration with the broken part of their sofa set and holding on to our promise of quality (yes- manufacturer defects can happen every once in a while to even quality products), we offered to replace their sofa with a completely new sofa (when typically a defect of this size would be repaired and not replaced)Despite this, her fiancé was not happy and still wanted to receive a complete refundOur company policy states that all sales are final and that no refunds are allowedHowever, because of our commitment to our customers we want them to be satisfied with their purchase, and accordingly as a courtesy we offered to exchange out the sofa set with any other sofa set available in our showroomUnderstandably, at the initial point of sale, the country of origin was not a deciding factor and ***’s response was general (however, not false)We offered the exchange to address this and to ensure that our customers would be satisfiedDespite this, Ms***’s finance continued to argue and harass our sales associateAt this point, we presented them with a third and final option which was to refund their money minus a 25% restocking fee on their purchaseOur company policy is that restocking fees must be collected in cash, by cashier’s check, or by money order to ensure complete payment and to be able to completely void out the transaction effective immediately

I am rejecting this response because:I have attached all proving documents in correlation to my truthful statements. I have pl by case and have already made my clear standing response. Mr [redacted] Employee [redacted] did NOT state the material was fabric. He claimed it was a leather material with a polyurethane coating referencing it as a leather gel material. The word fabric was not described by [redacted].The tag given to us was pulled off the showroom  Russell set. It was literally tagged to it. That is false advertising. It states on that tag leather.I have provided attached documents backing my detailed complaint. Including extra documents backing my findings that [redacted] is in fact Expo furniture. I also have attached a copy of yet another complaint against this company for other false advertisement. I stand firm. I do not accept your response. This is my final response.[redacted]

Dear Revdex.com and [redacted],We have contacted [redacted] about the warranty replacement of her sofa and agreed to deliver out the replacement sofa. At this point, everything is taken care of and all the issues have been remedied.

The product that was purchased by Ms. [redacted] was not of leather based material. No such claim was made by [redacted], the sales associate. [redacted] described that the material is leath-aire, a breathable, fabric based material. As far as the warranty tag that was sent to Ms. [redacted], a tag of another collection was sent because the tag of the collection she bought was unavailable at the warehouse; however the warranty terms are the same between the two collections and therefore the warranty tag of another collection was sent. We still give Ms. [redacted] the three options: Have the defective set completely replaced with the same set, or Exchange her entire order for any other merchandise in-store (store credit of $1800 will be granted), or  Pay the 25% restocking fee (as stated in the agreement) and cancel her order. (Update: The restocking fee may be paid by her [redacted] Card and does not have to be cash, cashier’s check or money order). We would like to note that the merchandise must be in good condition for us to take back and cancel. There must not be any abuse, rips, punctures, tears or damage at all (excluding the loose reclining hook that was reported by Ms. [redacted] initially).

Hello,I was able to pull this customers’ paperwork and it shows that we delivered the merchandise in good condition on 2/24/14. Sometime in July, she called in requesting service for her sofa. We sent a technician out on 7/23/2014. The service was completed and the customer was satisfied.She called...

in 3/27/2015 requesting a refund. We cannot give her a refund as our policy states, and her manufacturer warranty is expired, unfortunately, there is nothing we can do.Attached is the paperwork for the service provided to the customer, [redacted], that states that she was satisfied with service provided.Thank you,Expo Furniture Gallery

Review: On May 3, 2014 I purchased a bed set as well as sectional couch from Expo Furniture Gallery. During this time I was permitted to customize the couch and ordered a dark chocolate colored microfiber sectional. On June 6, 2014 the couch was delivered and it was two different color browns. When I informed the delivery driver of this, he reported it was the same color and all microfiber couches had a different shade of the color. He then urged me to sign for the delivered items and left.I called the Auburn store location (where I placed my order)and spoke with the manager Edwin who insisted his driver denied anything being wrong with the couches. He then insisted that he needed me to forward him pictures of the couch before they could make a decision on how to move forward. I demanded the couch be retrieved today and he stated they would be willing to order replacement pieces to the couch. The product ascertained and paid for in full is an inferior product as it is seemingly two different couch orders probably from two unsatisfied customers, passed on to me as "custom.Desired Settlement: I would prefer they retrieved this inferior furniture from my home immediately and refund me my money so that I may adhere to a reputable furniture vender and purchase a section couch.

Review: We ordered 2 leather electric reclining sofas in August, 2014, which were delivered almost a month later. Started having trouble with the one we use the most in December. Called & emailed on January 5, 2015, and sent photos on January 7. I was dealing with [redacted]. She called to tell me they were going to replace the sofa. She called on January 27 to schedule delivery for January 31. On January 30, received a call from a man saying that [redacted] had been fired, that there wasn't a couch for them to deliver, & they would have to come to look at our couch before doing anything else. He said the manager would call. On February 2 received another call from a different person saying they had the replacement couch and would exchange it, but that I would have to pay their delivery fee, since we are so far away. I said that wasn't acceptable, since this was a warranty issue. I requested a call from the store manager, which I haven't received.Desired Settlement: I want them to deliver the new, replacement sofa at no cost to me. They also have to take away the current sofa.

Business

Response:

Dear Revdex.com and [redacted],We have contacted [redacted] about the warranty replacement of her sofa and agreed to deliver out the replacement sofa. At this point, everything is taken care of and all the issues have been remedied.

Consumer

Response:

I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.

Review: I purchased a couch from Expo Furniture in October of 2012. During the time of purchase I was informed that I could also purchase 5 year warranty because the couch only had a 1 year manufacture warranty. I was told the warranty covered any color change, spill and or damaged to the leather. When I called the store back after 1 year because my couch's color was fading and broken, they said that they would not cover the damages even though I was told otherwise. I had I know that the warranty would even cover any of those damages then I would have never purchased the couch from them. I was also told that the couch was a hundred percent leather and that is not the case.Desired Settlement: The couch is not sturdy and the color fades. The customer service after they get your money is practically non-extistent. They are rude, unhelpful and deceitful. I would like my money back or at least compensation for the time I've wasted for having to deal with them for the last 4 months.

Business

Response:

Said client came in to the store stating his sofa had damage to the frame. At this time the client only mentioned damage. We explained to the client that although his sofa was outside of the supplier 1 year warranty ( by 2 months) we would pick up his sofa from his home, repair his sofa and return it to his home at no charge. We did this due to the client is valued and the supplier agreed to the repair. After we repaired the clients sofa and attempted to deliver it to his home he stated that he felt the leather was fading. He stated to me that he and his wife had decided after having the merchandise for a few months that they did not like it but they for whatever reason did not say anything to us for over a year. In addition the client purchased a 5 year extended warranty that comes in to play after the supplier one year warranty expires. The extended warranty covers any accidental rips, spills, tears breakage of frame, scratches nicks and tears. Neither the extended or supplier warranty covers fading. We repaired the sofa and could not detect any fading to the leather fabric. Bottom line the client waited for over a year to lodge a complaint by his own words he stated that he wanted to return and select a different set right after he purchased and is now trying to return it well after the warranty expired. I am not sure if the client called the extended warranty company or not. We went over and above to try to make the client happy but he is still trying to get a new sofa set after he has had it and used it in his home for over a year.

Consumer

Response:

I have read said company's response and find the accounts they've reported to be untrue. I originally reached out to the extended warranty company first and was informed that the warranty did not cover color fading or fixing the broken frame. I was advised to reach out to the original furniture company I purchased my warranty and couch from. I called Expo Furniture Gallery November 2013 informing them the color on my couch was fading and the frame was broken. At first the company stated I would be charged for the cost of delivery to pickup and drop off the couches for the repairs. I then went into the store and spoke to the management of the fading and how I was informed during the time of purchase that the warranty would cover such issues, but it turned out to not be the case and so they waived the delivery charges. I even sent pictures of the color fading when they asked for proof during this time period. I purchased the couch because I was informed the couch was a 100% leather during the time of purchase and the sale associate said the color would not fade. The fact is if the couches were a 100% leather like they said, the color wouldn't fade and I've kept the sofa set in a low lit room and made sure to proper clean and treat the couches so they shouldn't be fading so quickly.

Review: I purchased a sofa & love seat from this establishment on 2/19/2014. The salesperson that sold the furniture her name is [redacted]. On July 9, 2014 I put a call into [redacted] with complaint the sofa metal leg was bended and the middle of the sofa was unlevel [redacted] put me through to the repair department which asked me to take pictures of the damaged sofa leg. A repair person was sent to my home, however the repair person could not bend the sofa leg back to it orginally position. But made it that the sofa was not unlevel I told [redacted] I was not please. per [redacted] call her if the same problem occurs.

I called back on 3/17/15 spoke to a manager named [redacted] which informed me that [redacted] does not worked there any longer. My Warranty has expired and I should have purchased a two year warranty.Desired Settlement: I would like my money back or better yet a replacement for a better sofa and loveseat.

Business

Response:

Hello,I was able to pull this customers’ paperwork and it shows that we delivered the merchandise in good condition on 2/24/14. Sometime in July, she called in requesting service for her sofa. We sent a technician out on 7/23/2014. The service was completed and the customer was satisfied.She called in 3/27/2015 requesting a refund. We cannot give her a refund as our policy states, and her manufacturer warranty is expired, unfortunately, there is nothing we can do.Attached is the paperwork for the service provided to the customer, [redacted], that states that she was satisfied with service provided.Thank you,Expo Furniture Gallery

I even do not want to give one star to these people. They only know how to take money from your pocket. I invested $11000 to buy furniture from here. They delivered damaged products and I have visited there store 10 times for replacement. They even don't talk nicely. They said it was manufacturer and we are not responsible for it and it happens with all furniture after 2-3 months.

Seriously????????

It just has been 5 months and I feel like I should throw my furniture in garbage.

I only can regret now but would like to advise you all that DO NOT BUY ANYTHING FROM HERE.

Worst customer service.....Worst delivery process.....Worst Products....

Review: Expo furniture gave me the wrong fabric on my custom made furniture. even though that have owned their mistake it has been months and I have yet to receive the couch I paid for! not only that, their manager has been rude and blatantly disrespectful towards me! THE FACT THAT THIS COMPANY IS GETTING ALL BAD REVIEWS INCLUDING COMPLAINTS AND IS STILL ALLOWED TO BE OPEN TO THE PUBLIC AS A "BUSINESS" IN THE STATE OF CALIFORNIA WITH SUCH HORRID SERVICE IS MIND BOGGLING AND SOMETHING NEEDS TO BE DONE FOR THE CUSTOMERS WHO HAVE BE GYPPED AND COMPLETELY HUMILIATED BY THEIR DISRESPECTFUL EMPLOYEE/MANAGER. it is within my trust that Revdex.com when help to resolve theses matters.Desired Settlement: I would like a refund. I want nothing ti do with this company. I have been gypped and disrespected. I have waited three months for the furniture I paid for and have yet to receive.

Business

Response:

Hi. My name is [redacted]. I am the store manager at Expo Furniture. In early February, Ms. [redacted] made a purchase with our company. She had us do a custom order with a fabric that SHE chose out herself. We have paperwork from the manufacturer stating the fabric that Ms. [redacted] had signed off for according to our diagram and special order form with her signature. Unfortunately when we delivered the product to her home, it wasn't the shade of color she was expecting, but I don't believe that our company did anything wrong. We fulfilled our end of the contract according to what Ms. [redacted] picked out and signed off for. We do not determine what shade of color the customer is going for. We simply have the customer pick out the fabric when they're in our store. And as agreed, we delivered that exact fabric that she ordered. We do not control lighting or other things that might make the fabric look different in the customer's home. Our company even gave Ms. [redacted] the choice of picking out another fabric, which she did. And that order also came in. And yet she didn't want the second order either. Even though the second fabric she chose out was in black. I believe our company has done everything in our power to make the customer happy. I am sorry the customer didn't know what shade of color she wanted in her home. But we fulfilled our agreement with Ms. [redacted]. We delivered her exactly what she ordered and even gave her a choice of ordering a second time. As of this moment, she still has the original sectional she ordered in her home. So for her to say that our company hasn't delivered her merchandise is incorrect. We are confident that the fabric swatch she signed off on and the fabric that she has in her home are identical.