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[redacted] To whom it may concern; To re-cap your request for compensation on a damaged floor and furniture quality issues: On March 20, 2015, you ordered a modular office desk and hutch...
units. As shown on invoice 65998, you were advised this would take approximately 4-8 weeks to arrive at our store. You were then advised that we would set up complimentary delivery (Which means you did not actually pay for delivery service) to your home when we were heading in your direction since you live approximately 120 miles from our store. This is a normal cost posted in our store of $225 as this is a 2 hour drive 1 way from Casper. So, on April 17, 2015 approximately 4 weeks after the order was written, way ahead of schedule, we complimentary delivered the modular desk units on a Friday. Unfortunately, the partner desk unit had 3 boxes per 1 unit number and we forgot 2 small pieces of that desk which had the same number listed. Unfortunately mistakes sometimes happen but, in our business there rarely a serious issue that is unsolvable. This is not normally a stressful situation. This problem might not be resolved the same day because of obvious demographics but, we always resolve things a very timely matter even if it's a 2 hour drive 1 way. We did inform the [redacted] at time of delivery we would get them taken care of soon and apologized for any inconveniences. Everything seemed ok. Contact was made with the [redacted], our customers again, the next day Saturday the 18th of April by your salesperson [redacted], within 24 hours of you complimentary delivery the day before and you were informed we would have to make another trip the following Friday at our cost again which is still complementary if the next available date would work for you. At this time all was good and we set our schedule to travel to your home on 4/24/15 the following Friday which was the next available timeframe we could go to bring the final 2 small pc's of remaining order. I guess this is where Mr. [redacted] became very unreasonable. Mr. [redacted] called us on Sunday afternoon 4 /18 and demanded very rudely and aggressively we come up that day and bring the other 2 pieces and or givea 25% ( approximately $938) discount on the entire Invoice for the inconvenience and hardship that he is suffering. This is very unrealistic on all accounts and reasoning and any normal business practices. (Ironically in his letter it's the same amount he wants for his floor issues which we did not cause for certain.) We informed him that the next possible realistic day would be Friday the 24tn which we already have scheduled the day before and is still 3 weeks ahead of our original estimated scheduled free delivery. Unfortunately Mr. [redacted] was not done yet with his outbursts. Still not happy with the normal answers that we gave him, this continued to the next day 1st thing in the am. Mr. [redacted] called our store to talk to me this time on Monday the 20th to demand a 25% discount again and this time drop what we are doing and bring it to him that day or the next day which included very bad language and temper and ultimatums. Mr. [redacted] used very profound language (the F-Bomb multiple times) to get our delivery guys up there that day or else! He was warned by me, Cha z F[redacted] that I do not tolerate anyone with bad language or abuse. He thought that was funny. I explained to Mr. [redacted] in a very professional manner that we could not be back there for a few more days because we were not available until Friday the 24th based on the demographics. This was still not working for Mr. [redacted], Zero flexibility and reasoning. Mr. [redacted] again used inappropriate language (The "F" bomb was coming out frequently) and followed it up with he would never buy anything from us is again and hung up the phone without confirming his delivery on Friday just 4 days later. We still scheduled delivery for Friday the 24th for the remaining pieces of the desk units even without actual confirmation from Mr. [redacted]. Mrs. [redacted] called the store on Thursday the 23th to confirm. She was very nice according to the management staff and we said we would still accommodate them. On Friday the 24th, my warehouse/delivery manager James E[redacted] traveled to the [redacted] residence and with Mr. [redacted]'s assistance in the room, set up the desk units. The delivery was completed and inspected and went very well. At that time, our delivery manager asked Mr. [redacted] if everything was °lc (Which is standard operating procedure) Mr. [redacted] inspected everything and the surroundings with our staff inspecting as well, and found everything was good to go and said yes on inspection and signed the delivery copy, inspected and completed with no issues reported. 4 days later, Mr. [redacted] called me (Chaz F[redacted]) and told me that we damaged his floor and wanted compensation immediately. I was very surprised to hear this call 4 days after delivery, ( In the very few times in the past 22 years of business that we had an issue, my staff and customers were aware of it immediately during the accident and way before my staff left the delivery) I asked Mr. [redacted] why if it was this so noticeable (which it appears to be), why he didn't he say something to our delivery staff at time of delivery and inspection period? He said it must have happened while sliding the desks. I explained that we do not slide anything to Mr. [redacted], anywhere, ever on deliveries or in our showroom. This is standard operating procedure at our furniture store and I would think any other furniture company in the country. This is why we are Revdex.com, AAA rated. That is a real bad thing to do sliding furniture on Vinyl, wood or tile floors. The a[redacted] person may do these by mistake, moving things around there homes, but we simply never, ever do that. I also kept asking him why he waited 4 days to inform us about the so called damage even though we asked at the time of delivery, are you satisfied with your order. He danced around this question a lot without actually answering me. Mr. [redacted] told me to check again with my delivery staff again , which I did immediately (again) then called him back to inform him that my warehouse manager James said there was no issues at all at the time of delivery and that Mr. [redacted] was satisfied and there was absolutely no damage to the floor. (We knew with Mr. [redacted] bad attitude he might be a problem on our final delivery if we were not extra careful) From the looks of this photo, it would be impossible to miss that damage. If Mr. [redacted] moved the desk units around by himself and slid the furnishings it may have done that to the flooring. We simply do not know because all was perfect and signed for when we left the household. Once again, 4 days later? Looking for additional a discount which ironically adds up to the same amount of discount he was demanding for his inconveniences? Even though Mr. [redacted] does seem to have a very small tear in a vinyl floor, it certainly wouldn't cost anywhere near $1000. Something is just not adding up here. I also explained again, that we have no idea what anyone does with their Home Furnishings after we leave. Customers constantly move product after we leave and set up there original delivery. There is absolutely nothing we can do about it "After the fact", especially 4 days later and definitely after Mr. [redacted] stated it could have happened when the furniture was slid on the vinyl. (This was a red flag immediately because we Never slide furniture on flooring so to me with my professional opinion, we did nothing wrong at all.) My professional opinion of over 30 years in the furniture business is that Mr. [redacted] must have slid the furniture himself and damaged the floor. We are sorry to hear about his damaged floor but, this is no different than someone buying a car and contacting the dealer 4 days later a telling them you have a dent in your car and you want a discount. If there was damage, our staff and the [redacted] would have not been able to miss this tear in the vinyl on day of delivery, not 4 days later. We sold, delivered and serviced this purchase in a very timely matter with professionalism and curtsey even though we did not experience the same from Mr. [redacted]. We view this matter as closed. Sincerely,
Revdex.com:I have decided NOT to participate in Binding Arbitration to resolve my complaint with ID [redacted]. I understand that because I have decided to not pursue arbitration that Revdex.com must close my complaint. I have decided to pursue legally or via other avenues. Regards,
[redacted]
s again and hung up the phone without confirming his delivery on Friday just 4 days later. We still scheduled delivery for Friday the 24th for the remaining pieces of the desk units even without actual confirmation from Mr. [redacted]. Mrs. [redacted] called the store on Thursday the 23th to confirm. She was very nice according to the management staff and we said we would still accommodate them. On Friday the 24th, my warehouse/delivery manager James E[redacted] traveled to the [redacted] residence and with Mr. [redacted]'s assistance in the room, set up the desk units. The delivery was completed and inspected and went very well. At that time, our delivery manager asked Mr. [redacted] if everything was °lc (Which is standard operating procedure) Mr. [redacted] inspected everything and the surroundings with our staff inspecting as well, and found everything was good to go and said yes on inspection and signed the delivery copy, inspected and completed with no issues reported. 4 days later, Mr. [redacted] called me (Chaz F[redacted]) and told me that we damaged his floor and wanted compensation immediately. I was very surprised to hear this call 4 days after delivery, ( In the very few times in the past 22 years of business that we had an issue, my staff and customers were aware of it immediately during the accident and way before my staff left the delivery) I asked Mr. [redacted] why if it was this so noticeable (which it appears to be), why he didn't he say something to our delivery staff at time of delivery and inspection period? He said it must have happened while sliding the desks. I explained that we do not slide anything to Mr. [redacted], anywhere, ever on deliveries or in our showroom. This is standard operating procedure at our furniture store and I would think any other furniture company in the country. This is why we are Revdex.com, AAA rated. That is a real bad thing to do sliding furniture on Vinyl, wood or tile floors. The a[redacted] person may do these by mistake, moving things around there homes, but we simply never, ever do that. I also kept asking him why he waited 4 days to inform us about the so called damage even though we asked at the time of delivery, are you satisfied with your order. He danced around this question a lot without actually answering me. Mr. [redacted] told me to check again with my delivery staff again , which I did immediately (again) then called him back to inform him that my warehouse manager James said there was no issues at all at the time of delivery and that Mr. [redacted] was satisfied and there was absolutely no damage to the floor. (We knew with Mr. [redacted] bad attitude he might be a problem on our final delivery if we were not extra careful) From the looks of this photo, it would be impossible to miss that damage. If Mr. [redacted] moved the desk units around by himself and slid the furnishings it may have done that to the flooring. We simply do not know because all was perfect and signed for when we left the household. Once again, 4 days later? Looking for additional a discount which ironically adds up to the same amount of discount he was demanding for his inconveniences? Even though Mr. [redacted] does seem to have a very small tear in a vinyl floor, it certainly wouldn't cost anywhere near $1000. Something is just not adding up here. I also explained again, that we have no idea what anyone does with their Home Furnishings after we leave. Customers constantly move product after we leave and set up there original delivery. There is absolutely nothing we can do about it "After the fact", especially 4 days later and definitely after Mr. [redacted] stated it could have happened when the furniture was slid on the vinyl. (This was a red flag immediately because we Never slide furniture on flooring so to me with my professional opinion, we did nothing wrong at all.) My professional opinion of over 30 years in the furniture business is that Mr. [redacted] must have slid the furniture himself and damaged the floor. We are sorry to hear about his damaged floor but, this is no different than someone buying a car and contacting the dealer 4 days later a telling them you have a dent in your car and you want a discount. If there was damage, our staff and the [redacted] would have not been able to miss this tear in the vinyl on day of delivery, not 4 days later. We sold, delivered and serviced this purchase in a very timely matter with professionalism and curtsey even though we did not experience the same from Mr. [redacted]. We view this matter as closed. Sincerely,
[redacted]
[redacted]
[redacted]
[redacted] To whom it may concern; To re-cap your request for compensation on a damaged floor and furniture quality issues: On March 20, 2015, you ordered a modular office desk and hutch...
units. As shown on invoice 65998, you were advised this would take approximately 4-8 weeks to arrive at our store. You were then advised that we would set up complimentary delivery (Which means you did not actually pay for delivery service) to your home when we were heading in your direction since you live approximately 120 miles from our store. This is a normal cost posted in our store of $225 as this is a 2 hour drive 1 way from Casper. So, on April 17, 2015 approximately 4 weeks after the order was written, way ahead of schedule, we complimentary delivered the modular desk units on a Friday. Unfortunately, the partner desk unit had 3 boxes per 1 unit number and we forgot 2 small pieces of that desk which had the same number listed. Unfortunately mistakes sometimes happen but, in our business there rarely a serious issue that is unsolvable. This is not normally a stressful situation. This problem might not be resolved the same day because of obvious demographics but, we always resolve things a very timely matter even if it's a 2 hour drive 1 way. We did inform the [redacted] at time of delivery we would get them taken care of soon and apologized for any inconveniences. Everything seemed ok. Contact was made with the [redacted], our customers again, the next day Saturday the 18th of April by your salesperson [redacted], within 24 hours of you complimentary delivery the day before and you were informed we would have to make another trip the following Friday at our cost again which is still complementary if the next available date would work for you. At this time all was good and we set our schedule to travel to your home on 4/24/15 the following Friday which was the next available timeframe we could go to bring the final 2 small pc's of remaining order. I guess this is where Mr. [redacted] became very unreasonable. Mr. [redacted] called us on Sunday afternoon 4 /18 and demanded very rudely and aggressively we come up that day and bring the other 2 pieces and or givea 25% ( approximately $938) discount on the entire Invoice for the inconvenience and hardship that he is suffering. This is very unrealistic on all accounts and reasoning and any normal business practices. (Ironically in his letter it's the same amount he wants for his floor issues which we did not cause for certain.) We informed him that the next possible realistic day would be Friday the 24tn which we already have scheduled the day before and is still 3 weeks ahead of our original estimated scheduled free delivery. Unfortunately Mr. [redacted] was not done yet with his outbursts. Still not happy with the normal answers that we gave him, this continued to the next day 1st thing in the am. Mr. [redacted] called our store to talk to me this time on Monday the 20th to demand a 25% discount again and this time drop what we are doing and bring it to him that day or the next day which included very bad language and temper and ultimatums. Mr. [redacted] used very profound language (the F-Bomb multiple times) to get our delivery guys up there that day or else! He was warned by me, Cha z F[redacted] that I do not tolerate anyone with bad language or abuse. He thought that was funny. I explained to Mr. [redacted] in a very professional manner that we could not be back there for a few more days because we were not available until Friday the 24th based on the demographics. This was still not working for Mr. [redacted], Zero flexibility and reasoning. Mr. [redacted] again used inappropriate language (The "F" bomb was coming out frequently) and followed it up with he would never buy anything from us i
Revdex.com:I have decided NOT to participate in Binding Arbitration to resolve my complaint with ID [redacted]. I understand that because I have decided to not pursue arbitration that Revdex.com must close my complaint. I have decided to pursue legally or via other avenues. Regards,