Eynon Furniture Outlet

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
 Complaint: [redacted]
I am rejecting this response because: first of all, I only received a vm from Pam on Tues 11/30 from the warehouse dept of EFO explaining a day before this all came to pass that guy who was going to come to the store had very limited hours before noon for the day of Wed 12/1 and that I needed to be there at lunch with my couch cushion before he left the store, 2nd of all when I called Pam back to explain I had to work, she left for the day and I had to leave a vm explaining that I was in meetings all day on wed 12/1 and that I could not come until Thurs 12/2, you can verify this with my manager if you don't believe me. she called in the am the next morning and left me another vm stating that I could bring a cushion from my couch and leave it at the store for the exchange, but that I would not receive the actual replacement cushion until Monday because the guy was off for the next 4 days???! Really? I have her messages saved to a vm and I will keep these recording for any court proceedings. You actually want me to bring in my couch cushion and leave it at your store and drop it off so I have no cushion for 4 days until Monday to sit on? Is this customer service to you? are you insane? also, I hope to subpoena the telephone records for EFO to prove they have not been in contact with me as many times as they claim to be, I am not making threats, I am asking for customer service and I requested to return this furniture on the day after it was delivered after I stopped back at the store on the same day of the furniture delivery within 1 hour of the couches being delivered in the condition they were not sold to me in, if they didn't think they could fix the issue fast. I was told by salespeople that work in the store and I was told by Gayle the vice president, I could not return the couches, but they would fix the issue fast. 2 months is fast? and it is going on month #3 and still nothing. I told Gayle I would return these defective or unsatisfactory furniture items back to the store and she said that even if I had a police escort come with me, she said she would not accept the couches back at the store, and so I explained how they lied and sold me a product upgrade that was not installed or meeting the same product samples they have in the store to sit on as a upgrade cushion model and she refuses to believe that I am not being taken advantage of, because her complete lack of cooperation, time and communication with me as well as she fails to understand that I ordered the couch and the love seat and chair with the upgrade cushions because the furniture itself is junk. I can buy the same sort of style or set at [redacted], they refuse to bring up the fact in their customer service rebuttals that I have been more than patient with her and between the run around of trying to find Gayle between her wilkes-barre store and the Dunmore store where I purchased the furniture, and also all the excuses she gave me for being too busy to work on the cushion or concern, is obviously not being mentioned. I want the replacement cushions and I want $500 back in cash or check, I gave $400 to hold my order at the store and now I am being given the run around again. I never used the couches because they are due to be returned or fixed, when you buy or order a product that turns out to be defective or not as described in the sales pitch or store, you obviously do not want to compromise the product by using it, so that is why I explained that this furniture belongs to EFO and I will not pay for it, it must be refunded and/or they must exchange the correct upgraded cushions for all pieces and honor my request for the discount for poor customer satisfaction. The loan company will not pay out and I never bought this furniture in this condition, it was literally dropped off at my house by 2 deplorable looking people who almost broke my door jam trying to get the pieces in my home and also the 2 people who came over 2x to my home to investigate the furniture both agreed with me that their was obvious defect in the fact that a the cushions and the furniture is uncomfortable and not as described. This is so ridiculous that they continue to give me the run around and on top of it all, now they want to say that because I work upstairs, I have nothing better to do at my job then run downstairs with a couch cushion. I am a corporate trainer and I have a schedule which I explained to Pam on a vm, the person who is responsible for being childish and also unprofessional is Gayle the vice president. She is full of false promises, excuses and now she is saying I am the one who is being unreasonable. she thinks she can walk all over me and she has me confused with a door mat. Stop all this nonsense and give me the satisfaction of my couch and love seat in the condition it was purchased with the upgraded cushions and refund me for my time spent having to explain how poorly you handle your service with customers and the 2 months it has taken for you to get around to finally trying to help me. Please stop harassing me with your volatile comments and try to be someone who pretends to be there for your customers and take responsibility for the mistakes already. If You trying to make this publicity stunt look like I am an it , consumers will read between the lines and think twice before walking into your stores. Put yourself in my shoes and ask yourself this, would you be happy with the quality and time it has taken to rectify this matter? Am I being unreasonable for wanting to pay for what was sold to me, or do you expect me to just pay for the fact that I am sitting on merchandise that I never wanted in this condition. Your workers were not bathed, dressed in any type of EFO attire and the truck came to my house in an unmarked vehicle, I looked like a scam from the get go and it seems to not change. I'm not happy and you have obviously not considered your reputation. 
Regards,
[redacted]

[redacted] and [redacted] were in on Sunday 3/5 and placed the order for the 2 twin extra long adjustable bases, (King size) At the time they knew that we had to order the product - that it was not in stock.The average ETA from this vendor is approximately 2 weeks and this was put...

on the sales order in the upper right corner. Please let us know if you would like a copy of the original written Invoice.  It lists arrival as an ETA and also indicates it is merely an estimate.The order was place with the Factory and the third party freight company picked the shipment up from the factory on the 14th.This was all normal. The region was then hit with the "Stella" Blizzard that put Pennsylvania and other states in a "State of Emergency". This stopped all shipping for a number of days. And held this order up. Due to EFO's "Outlet" pricing, the policy is that "All Sales Are Final". This is posted throughout the showroom.It is also written on the sales order and we address it at the time of the purchase.. [redacted] signed the front page of the agreement where it says that ALL SALES ARE FINAL. NO RETURNS or REFUNDS, and then again signed the back of the agreement where the Terms and Conditions of the Sale are fully disclosed.In addition, the salesperson circled ALL SALES ARE FINAL on their invoice.The order was processed and shipped accordingly, we just could not control the weather factor whichhas held it up shortly. This is why it is at ETA. EFO has no desire to mislead any customer about arrival dates.  We try to give a fair estimate according to our experience with each company.  But we don’t estimate times with the anticipation of extreme weather conditions,  This product has arrived in our warehouse in Pittston and we are happy to schedule a date for our customer to pick it up as planned in Wilkes Barre.

Our customer purchased a living room set with sofa, loveseat, tables and lamps.on April 5, 2016Upon delivery of the furniture, April 12, 2016 the sofa was damaged while on the truck.  It was returned back to our warehouse.  We had no more inventory to re-delliver so there would be a delay...

to order a replacement part.Ms [redacted] asked if she can reselect a different set.  We authorized it.  Since that time, they have come back and made a new selection.  It is scheduled for delivery on May 10.There are no additional delivery fees.If there is any difference between the original purchase price and a higher price new set, the consumer will be responsible for the difference.It is our expectation that everything will go well.  We appreciate their purchasing from us.Any further questions can be directed to me at this email or ###-###-####

This is my second complaint: electric recliner purchased on 5/14/16. March 2017 chair stopped working so I call EFO , they said I had to call service dept.. Service dept. said someone would get in touch with me with in 48 hrs., which did not happen. Finally someone got in touch with my husband to set up an appoint. A part had to be ordered. About 4to 5 weeks later he finally showed up with part. There was much confusion between the store and repair person regarding where the part was sent. In calling EFO they implied it was no longer there problem, but the service dept. problem, indicating they don't stand behind the product they sell, after sold. Someone finally came out, chair still not working. last week we heard from someone saying the tech had sent in his report and the part was being ordered. Today, 6/8/17, I get a call saying the part had to be ordered, apparently they couldn't order the part with the same information and asked if I wanted them to order it. I said EFO will soon be having the chair sitting in front of their front door. She said the part would be ordered.TranslateDesired Resolution / OutcomeDesired Resolution: RefundRefundselectDesired Outcome: I just wanted to get it fixed before, but at this point now I would like a refund. I have been without my chair since March 2017 and the run around I feel I am getting is no longer acceptable. I believe they should fix my chair AND refund the money for the chair. I know you say: Revdex.com cannot pursue requests in exchange for frustration or aggravation, etc., but REALLY, almost 4 months since broken chair reported! Someone needs to take responsibility!

I am rejecting this response because Eynon Furniture outlet NEVER EXPLAINED their would be a fee for bedroom suite returned and for delivery fee. Also the [redacted] man doe's have back problem's .I purchased a living room suite and he wanted it left on the sidewalk , Because he had to carry it up step's. SO I had to have my landlord bring it in and set it up. [redacted] HAS CONTACTED THE CREDIT CARD TO STOP PAYMENT SINCE FURNITURE WAS not delivered! NO ONE AT E.F.O. HAD MY PERMISSION. MY SON'S OR [redacted]'S permission to take any money out of my son's trust fund account. THE MONEY NEED'S TO BE RETURNED , IT HAS ALREADY BEEN REPORTED TO THE CREDIT CARD COMPANY AND STOP PAYMENT HAS BEEN ORDERED BY [redacted]! The other problem is MARK AT E.F.O. did know where the payment was coming from and he spoke to MR. C[redacted] ABOUT THE PAYMENT . IT IS NOT MY JOB TO LET THE DELIVERY MEN KNOW . That the furniture is being paid by [redacted]. But I am requesting that the money be refunded and I'M FILING A COMPLAINT WITH THE ATTORNEY GENERAL. I WILL BE EXPECTING THE AMOUNT BE REFUNDED PROMPTILY!! Thank You [redacted].

To whom it may concern:Our service department nor our Wilkes barre store are aware of any claims for service. We maintain contemporaneous records on any service calls. We have no record  of any. I am forwarding your name and contact information to our service rep. I have attached a copy of your...

sales order written 6/1/2013 and report that you did not purchase the 5 year Comprehensive Warranty we offer. This would have been a separate line item and an additional $199. However, your recliners may still have some portion of a repair under warranty (Catnapper warranty attached). Warranty at this point covers only parts and not labor or shipping charges. There is a fee for any home visit after one year to inspect the product. Our service department will gladly give you an estimate once we know more of the scope of the problem.Sincerely,Joe R[redacted]

Mr [redacted] gives the impression that we are ignoring his situation and him.     This is totally false.  On Nov 11, our Service Department left him a message on his phone stating we have ordered 1 high density foam cushion as a trial piece.  I had discussed this option with him a few days prior to that.  I told him it would take at least 2 weeks for it to arrive.  There was no reason for us to call to say" it's not here yet".  It arrived in 18 days, which was yesterday, Nov 28th.  (that's with holiday days included)Today, (the next day after it arrived), Our Service Department called him  (Nov 29th) with hope he can bring in his seat cushion to our Dunmore store tomorrow (Nov 30th) where we can replace the foam with the new one.  He would be able to pick it up when he leaves work. we are trying to make special arrangements so he can have the new foam as soon as possible.  He works just upstairs from our Dunmore store so there is no extra travel time required on his partAnd before this, we have been to his home twice, plus had numerous conversations and updates with him by phone.  Please note.. this is not something damaged that needs to be fixed.  This is a comfort issue and we had go back and forth with England, the manufacturer seeking direction and wait for their response.  Then seek advice when they said the set is functioning properly.  I state this because he feels we are not handling this quick enough.  I did go over this process to him trying to explain it.  In addition, my Service Tech and assistant went to his home earlier this month and afterwards they stopped at the Dunmore store to check the floor model versus his set.  When they arrived, he was already there complaining that Service is not helping him.  My Service Tech heard him and told the Manager they just came from his house!!.... My apologies to Mr [redacted] but we are not "Miracle Workers" who can make everything perfect just by sitting, inspecting and taking pictures.  We need to report everything back to the manufacturer.    Therefore his statement of "No Communication" is incorrect but he continues to say this to us and to you.   In response to his inability to use the furniture during this time frame, allow me to state that I have told him and encouraged him to use the furniture.  I stated that we are replacing the foams inside the seats.  This has no effect on his using his furniture.  I have told him this personally, several times.Mr [redacted] appears to give the impression we are so unprofessional that we dropped off furniture that is awful and he is left on his own to deal with this terrible situation.  Also that we employ awful delivery men and evidently we are all inefficient at our jobs.  Sorry you feel that way, sir.This is a beautiful living room set that he special ordered as a sleeper sofa, loveseat and matching reclining chair.  All in beautiful condition except that he feels the seat cushions are softer than he expected.   And upon our inspection and the confirmation from England, the pieces are supporting a person properly.  You do not "sink" but the seat compresses as the person sits on it.  As England stated to me,  "you don't want to feel like you are sitting on bleachers".Although Mr [redacted] threatens all kinds of punitive action upon us, we are trying to accommodate him in the timeliest manner we can.  And, I am sorry "several holidays" have passed, as he stated in his rejection letter.   I only am aware of Thanksgiving holiday.  It's unfortunate you would not allow your guests to enjoy your new furniture.  You might find out they think it's very comfortable. Gail A B[redacted], VPres. ,  EFO Furniture Outlets

First, I will send a copy of the letter [redacted] gave [redacted].  He had intended to mail it but [redacted] came back the next day to personally hear what resolution was going to be made.
Second, Please note that neither I nor [redacted] were present during her husband's visits to the store.
But through conversations with store employees who were present and a third party witness not affiliated with EFO, [redacted] did apologize for the situation.
He also tried to explain to [redacted] why our service department did not know the seats on our showroom set were the same size as his set.
Upon reading the attached letter to the [redacted]s', our apology was again stated. Plus, in my initial response to this complaint, we again wished to apologize for the inconvenience.  So it is our understanding that monetary compensation is the main reason for this complaint to go on.
[redacted] would have been happy to write a check immediately for the $50.00 offered if [redacted] accepted it.  [redacted] said it was not acceptable and that is why no check was written that day. 
Once the offer was rejected, [redacted] stayed in the store with no apparent reason.
[redacted] eventually asked [redacted] to leave the premises after he followed [redacted]
into his private office which was clearly marked NO ADMITTANCE and after following him into his office, [redacted]  attempted to audio/video record [redacted] without his
permission.
At that point, [redacted] asked him to leave before there was any further
escalation.
We believe our offer made in our previous response is fair and reasonable.  The situation has been rectified.  The complaint due to the length of time was understood and was offered compensation.  Apologies were often stated and our service department staff did the best they could given the knowledge they had.
We had ordered exactly what was needed and could not get the seat any faster.
We would appreciate their acceptance of $77.00 to settle this issue.

October 30, 2017Dear [redacted],Our Bedding Buyer resolved this situation with the [redacted] residence.He inspected the adjustable bed and successfully corrected the wires.The bed is working, properly and we have been infurmcd that nur customer is satis?ed.We are grateful for their...

patience.Sincerely, Gail B. VP

Mr [redacted] gives the impression that we are ignoring his situation and him.     This is totally false.  On Nov 11, our Service Department left him a message on his phone stating we have ordered 1 high density foam cushion as a trial piece.  I had discussed this option with him a few days prior to that.  I told him it would take at least 2 weeks for it to arrive.  There was no reason for us to call to say" it's not here yet".  It arrived in 18 days, which was yesterday, Nov 28th.  (that's with holiday days included)
Today, (the next day after it arrived), Our Service Department called him  (Nov 29th) with hope he can bring in his seat cushion to our Dunmore store tomorrow (Nov 30th) where we can replace the foam with the new one.  He would be able to pick it up when he leaves work. we are trying to make special arrangements so he can have the new foam as soon as possible.  He works just upstairs from our Dunmore store so there is no extra travel time required on his part
And before this, we have been to his home twice, plus had numerous conversations and updates with him by phone.  Please note.. this is not something damaged that needs to be fixed.  This is a comfort issue and we had go back and forth with England, the manufacturer seeking direction and wait for their response.  Then seek advice when they said the set is functioning properly.  I state this because he feels we are not handling this quick enough.  I did go over this process to him trying to explain it.
  In addition, my Service Tech and assistant went to his home earlier this month and afterwards they stopped at the Dunmore store to check the floor model versus his set.  When they arrived, he was already there complaining that Service is not helping him.  My Service Tech heard him and told the Manager they just came from his house!!....
My apologies to Mr [redacted] but we are not "Miracle Workers" who can make everything perfect just by sitting, inspecting and taking pictures.  We need to report everything back to the manufacturer.    Therefore his statement of "No Communication" is incorrect but he continues to say this to us and to you.  
In response to his inability to use the furniture during this time frame, allow me to state that I have told him and encouraged him to use the furniture.  I stated that we are replacing the foams inside the seats.  This has no effect on his using his furniture.  I have told him this personally, several times.
Mr [redacted] appears to give the impression we are so unprofessional that we dropped off furniture that is awful and he is left on his own to deal with this terrible situation.  Also that we employ awful delivery men and evidently we are all inefficient at our jobs.  Sorry you feel that way, sir.
This is a beautiful living room set that he special ordered as a sleeper sofa, loveseat and matching reclining chair.  All in beautiful condition except that he feels the seat cushions are softer than he expected.   And upon our inspection and the confirmation from England, the pieces are supporting a person properly.  You do not "sink" but the seat compresses as the person sits on it.  As England stated to me,  "you don't want to feel like you are sitting on bleachers".
Although Mr [redacted] threatens all kinds of punitive action upon us, we are trying to accommodate him in the timeliest manner we can.  And, I am sorry "several holidays" have passed, as he stated in his rejection letter.   I only am aware of Thanksgiving holiday.  It's unfortunate you would not allow your guests to enjoy your new furniture.  You might find out they think it's very comfortable.
 
Gail A B[redacted], VPres. ,  EFO Furniture Outlets

Review: 9/9/13-I purchased a special order love seat/chaise combo and in stock recliner from EFO.

(Approx 8 weeks later) 11/3/13-I contacted EFO regarding the status of the order, the salesperson stated the furniture had arrived and delivery was scheduled (approx 2 weeks later) for 11/15/13 between 2-5pm. When inquiring when furniture arrived and why the lengthy delivery wait, the sales person replied "I don't know when it arrived, but it's here now and the truck is full"

11/15/13 5:00pm, I phoned EFO regarding status of delivery. [redacted] stated that she would return my call as the delivery men were not answering their phone. Later phone call from [redacted] stating that delivery was late and I was the last delivery. At approx 5:30 pm the delivery arrived. At this time I noticed the end love seat cushion was approx 5 inches too short and would not reach the back of the love seat. I immediately called EFO and spoke with [redacted], she stated that the service department had left for the day and to call and leave a message and they would return the call in the order it was received. I inquired what to do with the love seat in the meantime and she stated "Enjoy it!" I left a message for the service dept immediately upon hanging up.

11/16/13 Upon inspecting the furniture and reviewing the receipt, I contacted EFO again to verify if the order was correct as the recliner had no identifying tags on it and the tag on the love seat did not match the name on the work order. [redacted] stated that the tag on love seat was the same company even though the names didn't match and verified the recliner by the serial number under the recliner base.

11/18/13-Return phone call was received from EFO and a service worker from EFO came to my home and took measurements and pictures of the love seat cushion and stated he would reorder/replace the seat cushion in the correct size, with an approximate return of 1-2 weeks.

12/13/13-Phone call to EFO regarding the status of the love seat cushion and I was told by [redacted], that the cushion has arrived however she was unsure where it was located and that the service department workers were not in the office due to a death in the family and to call back on Monday.

12/23/13-Phone call to EFO regarding cushion. Sales person redirected me to service dept to leave a message and I explained that [redacted] told me to call back on Monday which was actually a week ago and that cushion was in the store. He directed me to [redacted] who stated " no, sorry you need to contact the service department, I thought I told you to calll the service dept and gave you that number." I then asked to speak with a manager, to which she stated she was, I then asked to speak with someone else, to which she said was the owner, she gave me his name and that he would be at the store in the morning. I then called the service dept and left a message. ( I never received a return call from [redacted])

12/30/13 Message from EFO service dept-the cushion was on back order as the fabric was out of stock

1/8/13 Phone call from EFO regarding the measurements of the cushion. My husband explained to the worker that a service person was out to our home and measured the cushion in November (11/18/13) He also stated that we have not received a phone call from the store owner, to which worker replied "he tells us to tell customers that he is busy and take a message." The worker said they would look into the matter and call back.

1/9/14-Phone message from EFO service dept-that the fabric is on back order.

1/20/14-Phone message from EFO service dept-requesting the measurements of the cushion and what side the ear was on.

1/27/14-Phone message from EFO that the cushion had arrived at EFO

1/30/14-My husband picked up the cushion at the store and spoke with [redacted], the owner, regarding our dissatisfaction with the customer service we received and the length of time it took to receive the cushion, noting the same cushion was on the couch on the showroom floor. [redacted] became defensive stating " how was I supposed to know that...all you had to do was stick a throw pillow behind the short cushion and it would have been fine...what do you want a hundred bucks?" My husband stated he wanted [redacted] to come up with a fair resolution and to call us back today. [redacted] agreed.

(We received no response from [redacted]. that day)

1/31/14-My husband returned to the store and spoke with [redacted] regarding his decision. He stated that he was very angry about the previous day's conversation and instead of calling he wrote a letter and was going to send it with a $50 check. He retrieved a copy of the letter and then proceeded to introduce my husband to [redacted] "stating I believe this is the person you said was rude to your wife" to which [redacted] stated "yeah she called stating she thought she got the wrong recliner too" [redacted] then said "I changed my mind about the $50, I know your kind of people, all you're after is money, now get out of my store, I'm not giving you anything!"Desired Settlement: A refund of 25% of the price of the love seat as the cushion was completely unusable from 11/15/13-1/30/14 or a full refund for the return of all of the furniture purchased as the customer service was so terrible especially from the owner who never as much apologized for the inconvenience as well as insulted and degraded my husband in his store. in front of other customers

Business

Response:

** and [redacted] purchased the Jackson loveseat-chairs

combination. This series has several configurations

to choose as a special order. We carry

one version as our stock.

Our customer selected a configuration which we

do not carry.

We needed to order a new seat cushion to replace one that

was cut incorrectly.

The manufacturer could not ship it until January because the

bonded leather was Out of stock completely.

Once it arrived, the seat cushion had to be cut and sewn and Shipped to us.

We understand that the time was unusually long and we

apologize for the delay.

[redacted] came in to pick up the new seat cushion and

the issue is now resolved.

[redacted] wrote up a letter which held an apology and

offering $50.00 for their dissatisfaction.

[redacted] felt it was an unacceptable amount.

In [redacted]’s letter to you, she requested 25% of the

loveseat be given for this situation.

Although we believe a 25% discount is excessive for a delay

beyond our control on a seat cushion that was eventually corrected, we are

willing to split the difference between our offer and [redacted]. [redacted]'s demand.

Her demand would equal $104.00 (loveseat price $416 x 25%); our final offer would

be $77.00 refund

($104 – 50.00 (originally offered) = $54 divided by 2 (splitting the

difference) = $27 plus the initial $50

offer). We hope this would be an equitable settlement."

I would hope this will be accepted and we will mail the

check to them as soon as they respond through the Revdex.com to do so.

Sincerely,

[redacted], VP

EFO Furniture Outlet

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because: I believe the offer from EFO is incorrect in that my request was for 25% of the loveseat/chaise purchase price of $839 or full refund for the return of all merchandise. I am uncertain as to EFO's $416 price quote calculation, as I am referring to my receipt of $839. EFO is also mistaken in their reply, as the cushion was not made of bonded leather and the in stock loveseat/chaise configuration on the EFO showroom had the exact fabric, reversible (replacement) cushion available the day my husband picked up the corrected cushion. When **. [redacted] took my husband to the floor model and discovered this he became very angered and defensive, stating "How was I supposed to know?" Also at no time did my husband refuse a $50 check from **. [redacted]. **. [redacted] gave my husband a copy of the letter **. [redacted] was going to mail us and then asked him to leave his store stating "I know what kind of people you are, I changed my mind I'm not giving you anything." This said in front of store customers. I understand EFO may feel that 25% of the purchase price is excessive for a loveseat cushion that we eventually received, however that includes the lengthy, unorganized, unprofessional manner in which business was handled, toward me on several occasions over the telephone, by EFO employees to the unfair treatment my husband received from **. [redacted], the owner of EFO, while in his store. I feel this is quite a small price to pay. May I add that I am saddened by the fact that to date, EFO has not addressed nor apologized for the actions of their employees and/or owner.

Regards,

Business

Response:

First, I will send a copy of the letter [redacted] gave [redacted]. He had intended to mail it but [redacted] came back the next day to personally hear what resolution was going to be made.

Second, Please note that neither I nor [redacted] were present during her husband's visits to the store.

But through conversations with store employees who were present and a third party witness not affiliated with EFO, [redacted] did apologize for the situation.

He also tried to explain to [redacted] why our service department did not know the seats on our showroom set were the same size as his set.

Upon reading the attached letter to the [redacted]s', our apology was again stated. Plus, in my initial response to this complaint, we again wished to apologize for the inconvenience. So it is our understanding that monetary compensation is the main reason for this complaint to go on.

[redacted] would have been happy to write a check immediately for the $50.00 offered if [redacted] accepted it. [redacted] said it was not acceptable and that is why no check was written that day.

Once the offer was rejected, [redacted] stayed in the store with no apparent reason.

[redacted] eventually asked [redacted] to leave the premises after he followed [redacted]

into his private office which was clearly marked NO ADMITTANCE and after following him into his office, [redacted] attempted to audio/video record [redacted] without his

permission.

At that point, [redacted] asked him to leave before there was any further

escalation.

We believe our offer made in our previous response is fair and reasonable. The situation has been rectified. The complaint due to the length of time was understood and was offered compensation. Apologies were often stated and our service department staff did the best they could given the knowledge they had.

We had ordered exactly what was needed and could not get the seat any faster.

We would appreciate their acceptance of $77.00 to settle this issue.

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because:

First, I have a copy of the attached letter that **. [redacted] gave to my husband after a requested phone call from **. [redacted] was not received the previous day, as agreed upon.

Review: Purchased a $500 kitchen set from efo and within two weeks of very little use noticed many scratches on table top and a crack on the brace under one of the chairs. Called efo and they took a week to send someone out to look at it and photograph damage. It took another week of me calling them to speak with a man who said he was a middle man and was told by management to tell me to use old english scratch cover on table and purchase a table pad. This is not a resolution for their inferior product. They are not addressing the issue and wont work with me.Desired Settlement: I would like to return this set for refund

Business

Response:

[redacted] purchased a kitchen set from us and received it on

August 28, 2013.

Our Service Department received a call from [redacted] on

October 15, 2013.

Upon contacting us, she reported scratches on the table and

a broken chair. On

October 23, our service tech went to her home. He photographed the table top.

It has fine scratches on it from use. This is normal wear and tear, if the top is

not protected with placemats or other means to avoid

scratching.

Upon delivery on Aug. 28th, the product was

delivered in good condition. The

scratches

Were reported 7 weeks later.

Manufacturers do not warrant items from scratching.

EFO only helps our customers resolve issues according to the

manufacturer’s warranty.

We cannot repair it or replace it under the manufacturer’s

warranty.

There are no companies making wood products that will cover

scratching. It is not a defect.

As for scratches, any wood product that has a smooth surface

can easily attain surface scratches. However, professional removal of scratches requires sanding down

the entire surface and refinishing it.

This is a costly process. It is

not covered by the manufacturer’s warranty.

Our best solution is using a good furniture polish (for example, Bees

Wax Furniture Polish or other good furniture polishes) or Old English if the scratches have removed some of the

surface color.

An online do it yourself suggestion is If you have a minor surface scratch on the

finish but not in the wood, you can try rubbing a solution of lemon

juice and cooking oil over the scratch with a clean lint cloth. Rub firmly

in the direction of the scratch until it disappears.

http://thesecretyumiverse.wonderhowto.com/how-to/10-diy-ways-repair-nicks-and-sc...⇄ />
Then protecting the table with a table cloth, place mats or

table pads for example for continued protection.

Regarding the broken chair..

The chair is being exchanged. Our Service Department will let her know when one is

available. Or she may call them

directly at ###-###-#### Mon-Fri till

3:00PM

I hope this helps [redacted] and helps resolve this

issue.

Sincerely,

EFO Furniture Outlet

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

: I am rejecting this because I did have placemats on this table which the service person saw and removed to photograph. This table top is not wood it is some type of laminated material which would not be compatible with old english or wax. They should know this. I told them I just moved into my home and the table was in use 2 weeks. This is not normal wear and tear for two older adults. It was hardly used. Also they have made no attempt to contact me about replacing the cracked chair and it has been 2 weeks since I spoke with them. How long is reasonable? I really feel the $500 I paid for this dinette should be refunded.

Regards,

Review: I ORDERED A [redacted] Queen size Bedroom set,That included a dresser, mirror, chest of drawer's,and nightstand.

I Also ordered a Five [redacted] Queen mattress, and a Five Queen foundation box spring . When the 2 delivery men showed up to deliver the furniture , The one Delivery man ,whom was [redacted] ,claimed .The furniture was heavy and he has back problem's and doesn't have medical insurance if he hurt's his back. The other Delivery person who was black was on his cell phone the whole time , He was he're and said he couldn't carry the furniture himself. I am a women and a single person , my son ordered the bedroom set because he needed a bigger bed , Because he broke his left ankle. So he couldn't carry it in ! I asked the delivery men to just bring it in and I would set it up and they still wouldn't bring it in! So I called MR. R[redacted] and explained the situation and he spoke to the Delivery men and they still wouldnot carry it in . So I cancelled it and without [redacted] consent , tookout $250.00 out of his

TRUST FUND ACCOUNT. So I called MR. R[redacted] and he said he just took it for DELIVERY AND Restocking . NOW I DON'T HAVE A BEDROOM SUITE AND MONEY WAS TAKEN OUT OF MY ACCOUNT! MyAccountant reported it to the credit card FRAUD Department and EYNON FURNITURE OUTLET WILL BE CHARGED WITH Fraud . THE MONEY NEED'S TO BE RETURNED!!!Desired Settlement: tHE MONEY HAS TO BE RETURNED HAS SOON HAS POSSIBLE TO THE Accountant !!!

Business

Response:

..

Review: Purchased a 3 unit bedroom set (Bed, Chest of Drawers & Nightstand). Picked up boxed items from EFO on Sat. Aug. 17, 2013. Asked the man who loaded our vehicle if I should check for damage first. Was simply told, "No. If there's damage when you get home, just give us a call." No instruction from him or anyone else as to their policy, but mis-informed in this matter & their policy was mis-represented. Upon inspection of furniture, once it was in our home & taken out of the boxes, there were 2 out of 3 items damaged. The nightstand had a crack running half way across the front on the bottom drawer. The chest of drawers had a large crack & dents on one corner of the top, & 2 gaps between the frame & two drawers. Called company & spoke with their service manager (name unknown but it was a woman). She said they would not replace the chest of drawers, but would "repair" it. I told her we paid for a "new" dresser, not a damaged & repaired one with a compromised frame. I said this was not acceptable & I wanted a new dresser ordered & they can put this one through to claims as "damaged". They will not do that, even though they took our money & gave us a damaged chest & nightstand. Was told I would also have to go without a dresser while they "fix it" & would have to pay $80.00 for them to come get it or drive 1 hour away to drop it off. After arguing with the service manager & stating that this is not ethical, she said, "You should have read the fine print on the back of the paper"(the paper that the man at the loading dock gave me)....but the man at the loading dock told me all I had to do was take the furniture home & call if there was damage after I had inquired about it. The service manager then accused us of dropping the furniture when we were out of their presence. When I got upset over this, she said, "When you want to talk, call me back" & then hung up on me. Later that day I called & left a voice message for the owner of the company who has not returned my phone call & we have been lied to!Desired Settlement: "New" chest of drawers & new nightstand drawer or our money back for all damaged pieces without having to pay their large re-stocking fee.

Business

Response:

Dear [redacted],

In addition to sending this complaint to the Revdex.com, [redacted] also sent a similar message to the products’ manufacturer, [redacted].

I have been corresponding with representatives from [redacted] as well.

According to [redacted], our [redacted] assistant, this has been successfully resolved. I am sending copies of the emails regarding it.

However, [redacted] did point out that our Pick Up policies are not stated clearly enough.

Although they are on the back of every sales invoice, we hope to improve this by posting it larger and more visibly in our stores and Pick Up areas.

For this, I apologize to [redacted]. We want our customers to be well informed of procedures that may affect them.

Below are 2 emails from [redacted] to me in response to [redacted] email to the manufacturer:

From: [redacted] <[redacted]>

Date: Fri, Aug 23, 2013 at 11:44 AM

Subject: Customer [redacted]

To: [redacted]

Cc: [redacted] <[redacted]>, [redacted] <[redacted]>

[redacted] and [redacted]

Problem has been resolved. The customer will have a new drawer for the N/S and a new top for the chest sent directly to her from the factory. She will then repair it herself

Thank you for your e-mails to me and I thank my person at the factory that I have been working with.

3:29 PM (1 hour ago)

[redacted], [redacted]

I sent all the info to our customer service people and they worked things out, that is all I know.

Sent from my Verizon Wireless Droid

[redacted] If this needs to be addressed further, please contact me. I will give you all the details and policies.

Sincerely,

Review: I purchased a sofa from EFO back in 2011 along with the platinum protection plan. Within 2 years of the purchase the sofa springs failed. I contacted EFO for warranty information and was given a phone number for the third party company who takes care of the problems. I was informed by [redacted] Warranty company that I need a protection number which was never provided to me by EFO. When the number was finally obtained [redacted] denied the claim telling me the springs were not covered because they weren't broken. When the warranty was purchased I was told it was a total protection and everything was covered. The sale rep [redacted] missed informed me about the coverage for the warrenty getting confused with the information for the past warranty company EFO used, and failed to provide contract information. After dealing with the sales manager [redacted] back in the begening of September, EFO decided to get the Manufacturer involved. The manufacturer and EFO decided to let me select a new sofa which I did on September 20th. I was informed it would be 6-8 weeks before I would receive the new sofa. That time passed and contacted the sales person [redacted] and was told when it gets here it gets here and hung up on me. I then decided to call the [redacted] Company on 25th to enquire on how long it took to get a sofa out of the factory, and informed the rep of [redacted] where I puchased the sofa from. I was informed the sofa was shipped out of the VA location on the 18th of November to EFO. With no call for EFO again I called today and spoke a sales rep and he informed me that my sofa was indeed in. I asked to set up delvery for next week on the wendsday being that is the only day someone would be here. I was informed at that point the that they only deliver to my area which is only 15 miles from the store 2 days a month. This will not work due to work scheduals. If I was informed of the delivery practices I would have fought for a refund of this broken sofa bach on Sept 20th when I selected the other sofa. I feel I have been lied to from the start with the protection plan, and have been patient enough waiting 9 week for the new sofa now only to have more problems with EFO with delivery. This sofa sat approx. in there warehouse for a week without a call.Desired Settlement: I feel that all I have been through with EFO a full refund for the total amount of the sofa and warranty should be refunded to me.

Business

Response:

In response to [redacted]'s complaint.

I checked her account and looked up the item she purchased. It was a [redacted].

I tracked it in the computer and it showed that we ordered it Sept 20, 2013. It arrived in our warehouse on Nov.27, 2013. According to the letter from [redacted] to the Revdex.com, the sofa sat in our warehouse for a week without anyone calling.

I need to state that a truck leaving from Virginia on the 18th carries a full load. That truck usually has many stops along the way to deliver. And most are not on a direct route to our location.

These trucks pick up loads from different manufacturers and drop off their products all along their route. It is not uncommon once the product leaves the manufacturer that we wait a week to 12 days to receive it.

We actually received her sofa earlier the same morning that [redacted] called the store. It then showed it was in our warehouse so we were able to set a date a delivery date.

The [redacted], according to the address we have listed lives in [redacted], Pa.

EFO tries to set days we travel to certain areas according to it's distance from our warehouse in [redacted] Township, Pa and the amount of deliveries going to that town per month. This schedule is given to us by the warehouse and we need to schedule deliveries accordingly.

To [redacted], we deliver the first and third Fridays of the month. So when [redacted] called on Nov. 27th, we offered to deliver it on Friday Dec. 6th.

[redacted] said that was "unacceptable" and needed it sooner. Since the 28th of Nov was Thanksgiving, no deliveries went out. The span of wait was about 8 days. But since [redacted] was adamant about having it sooner, [redacted], who was speaking to him asked the Warehouse to make a special trip sooner than Dec 6th. Our warehouse ok'd to deliver the day after Thanksgiving, Nov. 29th. [redacted] was informed that a deadline for accepting the spot was a few hours later. [redacted] immediately tried contacting [redacted] to tell him we can do it in 2 days.

He got a message machine and left a message for someone to call him right away. As the window of opportunity closed, [redacted] again called only to get the message machine. But shortly after, [redacted] returned the call. He told [redacted] that Friday Nov 29th was "unacceptable" as well.

The merchandise is still here and we don't want to call people 2 and 3 times trying to schedule once they know it is ready. Because some people complain we are "pushing" them to take delivery.

To finalize my statement, note that the product did NOT arrive until the day [redacted] called. We tried 2 different dates to deliver it. I do not see how we lied when we worked diligently in the customer's favor to get the manufacturer to take back a product that was used by the customer for 18 months!

Standard warranty for defects is 12 months from date of delivery. However, he did buy at that time, the coverage for rips, tears, burns.. etc. It works like an insurance company. When you make a claim, it's either covered or it's not. It depends on what they cover.

When the [redacted]'s had a spring issue, that company said it doesn't cover wear and tear but only if the spring actually broke. His springs sagged. That is not covered.

In addition I am stating for the record in this document that the original sofa purchased by the [redacted] residence was received

March 29, 2011. That is when they paid for the product. The normal warranty on the original item is 1 year.

We honored and extended that warranty by allowing them to reselect a different sofa in 2013 with no usage fees or other pro-rated fees.

They had full credit to select something else.

This new sofa carries only a 60 day warranty since it is honoring the warranty from 2011. And that warranty was over March, 2012.

I do not want there to be any misunderstanding of the warranty on the [redacted]. You as the Revdex.com are witness to this statement being made.

Please have the [redacted] contact the store and set up a delivery. If they have any specifics we need to know in order to set a date, they should inform us when they call. Then we will do our best to acomodate them, but if special arrangements are needed, we cannot be held to a quick delivery date.

[redacted], V. Pres

EFO Furniture Outlet

###-###-####

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because:

I don't agree with the warranty on the new sofa for the following reasons. First EFO stated that the orginal sofa had a standard 1 year warranty. I contacted [redacted] and spoke with [redacted] and was informed that the sofa I currently have has a lifetime warrenty on the frame and springs, 3 year on the cores, and 1 year on the fabric. This doesn't sound like the 12 month standard warranty EFO claims I currently have. Second, when dealing with the Manager [redacted] of the [redacted] location, and my sales person [redacted], both indicated I will have FULL manufactures warranty on the new sofa. I even pointed out that the new [redacted] sofa has a 5 year warranty on the cores to the point [redacted] printed out the information and took it into the office to bring it to managments attention. I did speak with [redacted] on the phone to try to resolve the issue and she stated that EFO will not stand behind the Full manufactures warrenty, because EFO will not spend any more of there money on a re-select sofa. With that I called [redacted] company and spoke with [redacted] and was informend that it cost the store nothing because they send the invoice and [redacted] reimburses the cost of the repair (labor and parts for the first year, and parts only after that). [redacted] also made the comment that her manager and sales person must not know the procedure for a re-select. I find this hard to believe and feel she is making excusess. I also spoke to [redacted] about the delivery of the new sofa and told her that [redacted] gave me 10 mins to make a decision not hours. I also indicated that there is a special condition on delivery, because it has to go through the neighbors apartment [redacted], [redacted], and [redacted] knew about this, but failed to inform [redacted]. I also to this day December 27 have not received the warrenty information purchased back with the orginial sofa. In conclusion I am willing to accept to the sofa as long as the FULL manufacture warrenty is given, and delivery can be made within a reasonable amount of time. If EFO will not stand behind the information [redacted] and [redacted] offered me with the FULL warranty and an acceptable delivery time, then I will expect a FULL refund of the original sofa with extended warranty in the amount of $867.08.

Regards,

Review: On 09/06/2013 I purchased a bedroom suite and mattress set. I am a returning customer. Previously, I purchased a living room set, I was financed through [redacted], and I had 18 months interest free financing. This time, I was LIED to by the sale associate, [redacted], I filled out a credit application after telling her about my prevous experience with 18 months interest free financing and how wonderful it worked out, I was able to pay it off before the 18 months passed and was charged no interest. The sales associate came back with a big smile on her face and told me what my credit limit was and when I asked about the financing she told me it was 24 months, I though great, even better than last time. Well, I received a bill in the mail for $111 and when I inquired about it was told that it was only 6 months interest free. I have made SO MANY CONTACTS via email, phone calls, & visting the store in person and only [redacted] contacted me and was NO HELP at all. She didn't even pretend to be concerned or care about my problem. All she did was tell me that what the sale associate said was verbal and that I had to go by what the credit application said. She mailed it out to me. I received it this weekend and the interest free period is NOT on there. She was not willing to help, it has been weeks, and no one has helped me. I feel like I have been ROBBED. [redacted] is a thief. She had horns on her head and dollar signs in her eyes. She is enjoying her commission pay while I am now late on my payment because I can not afford it. THIS IS FRAUDULENT!!! I asked to return the furniture since the financing was incorrect and I still hadn't received the 2 drawer replacements --- (Yeah, the furniture was also delivered defective - 2 drawers will not close) BUT [redacted] told me no all sales are final. I feel taken advantage of big time. This is just WRONG. A business should not be able to get away with this.Desired Settlement: I want to return this furniture purchase or I want a partial refund! I can not afford this!

Business

Response:

In response to [redacted]'s complaint, I have enclosed attachments to this letter.

First, allow me to say as vice Pres. of EFO, I have spoken and received written explanations from both [redacted] and [redacted] the managers in our [redacted] store.

Review: I am filing this complaint because I feel I am getting no where trying to resolve this through the company. I had purchased a sectional from EFO Furniture and discount king Feburary 7th of 2014 I paid 1,588.94 for the sectional. I picked it up from the warehouse the same day. When I had got the sectional home and put together I had noticed that none of the sectionals coushions fit the sectional properly. there is huge gaps in between and they dont go all the way back. I had contacted the companys manger at this point and was refered back to the ware house, so I called the warehouse and spoke to someone there threw emails and also sent pictures, After I was given a hard time for weeks they finally told me that they can order me a replacement but I would have to pay 90$ just for them to bring it too my home and pick up the old one. which I felt that I shouldnt have to pay this fee because this is a product issue. So after fighting with the store manger as well as the women at the warehouse I agreed to pay the 90$ when the new sofa had been delivered. So today 4/5/14 the new sectional arrives and after putting the NEW coushions on and setting it all up I am having the same issue none of the cushions fit properly. So I call the store manger and she tells me that I am still going to have to pay this 90$ even if I want the sofa looked at. so after months of frustration I asked for a full refund and offered to bring the sectional back to the warehouse and was refused. I am sick and tired of dealing with this company after months. All I want at this point is a full refund of 1588.94Desired Settlement: After months of frustration I would like a full refund of my purchase price and I will take my buisness elsewhere

Business

Response: