Foundation Specialties, LLC

11/17/2015 When Mrs. [redacted] purchased a living room set from us on 8/01/2015. Mrs. [redacted] explained to us that it may not fit through her doorway. We explained to Mrs. [redacted] that we would take the sofa apart to bring it into her home. We were very up front with Mrs. [redacted] in reference to what would have to be done to fit her sofa through her door, Mrs. [redacted] oblidged. We delivered and set up the sofa as promised. Mrs. [redacted] procedes to call us after the fact complaining that there is a scratch on the sofa and wants to return the furniture.  Mrs [redacted] was aware of our companys re-stocking fee policy. Mrs [redacted] also signed our contract (receipt) which lets our company know that she is aware of what she is buying and how Cohen Furniture accomadates customers needs.

To whom it may concern: This letter is in response the Revdex.com complaint letter from Mrs. [redacted], ID#[redacted]             On 9/18/15 customer got custom delivery at zero charge for a sectional as we promised when the sale was made. After custom delivery Mrs  [redacted] wasn't appericiative and she had some other minor issues, as a bussines we respect her issues and to make her happy we scheduled another Tech to reslove her issues and concerns. Before we finished our job Mrs. [redacted] decided to return the sectional. As our bussines policy we charge 25% restocking fee. Per store Manger and Mrs. [redacted] phone conversation she agreed to pay restocking fee and returnd the sectional.  Mrs [redacted] stated in her letter we didn't give her REFUND when she was in store, we apologize for any inconvenience associated with her. We do refund when we get our merchandise back(which is what we did for mrs.[redacted])therefore She got her REFUND on October 1, 2015.   It is always our policy to work with our custmer concerns in afair and balance way and that policy was given to our customer in this situation as well. We look forward to having Mrs. [redacted] shop at our store in the future. If you should have any questions concerning this letter you can reach us at: [redacted]   sincerely, Cohens Furniture Business Office

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.Cohen Furniture's representatives have each said something different about my damaged furniture and if/what they were willing to do to correct the problem each time I've talked with them.  [redacted] and [redacted] end each call saying they have to talk to the other person and then will call me back, yet I end up contacting them back more often than not, after they fail to get back to me.  [redacted] told me I could return the furniture, but that I'd be charged a 25% restocking fee.  I expressed my disagreement with the fee, considering I never received the furniture that I'd paid for (furniture in new condition), and that they'd refused to reimburse me 20% to keep the very same, damaged furniture and use a marker to cover the multiple unfinished  spots.  He said he'd have [redacted] call me about that.  I called [redacted] the next day.  He laughed when I replayed my conversation with [redacted].  He said he'd take care of everything and make me a "happy customer," but that he'd like to come to my house that week to see the furniture first.  I said he could come, but that what would make me a happy customer is a full refund.  He said he'd call me Monday or Tuesday to set up a night that week to come see the furniture.  I called him twice on Tuesday, with no response. That evening, I filed my original Revdex.com complaint. The furniture was still in my house though (it still is at this time as well), so that Friday I contacted the store and asked to set up a time to pick up the furniture so it could be returned.  I heard back from [redacted] Saturday.  He repeated his promise from the Saturday before, stating that didn't work that entire week and that's why he didn't call me to set up a time to see the furniture.  I told him that, at this point, I just want to return the furniture because they continuously fail to follow through, I still have the furniture, and I don't want to deal with their company anymore.  [redacted] said I cannot return the furniture.  I told him [redacted] already said I could, but that there'd be a 25% restocking fee, which I'm disputing, but I'd prefer to return the furniture and go to court over the 25%.  [redacted] said no if you're going to court you have to file first.  I explained that it is my right as a customer to return and then, if they don't fully reimburse me, to dispute that after the fact.  [redacted] then said if before he'd let me return the furniture, I would have to sign a contract agreeing to the 25% restocking fee, so that I couldn't take them to court over the fee.  I said I couldn't do that.   He said he'd have to follow up with [redacted].  [redacted] called me that Sunday evening and said, "[redacted] told me I have to tell you sorry." He then asked if I'd accept the $100 reimbursement that [redacted] had offered me previously.  I reiterated that I wanted to return the furniture.  [redacted] asked, "what if I get [redacted] to give you the 20% you originally asked for?"  I stated that I want to return the furniture and avoid all future dealings with  this company. [redacted] told me he'd have to have [redacted] call me back.  The following day (the Monday before Thanksgiving), I filed a civil complaint against Cohen Brothers, requesting a return with a full refund for the furniture, plus court fees.  I never did hear from [redacted] or [redacted] to return my furniture.  As far as their response, the woman (possibly named [redacted]) who sold ms the furniture never told me that the furniture was low quality or temporary; that was told to me on the day of delivery  by a male in the store when I was suggesting that I refuse the entire delivery, then quickly denied by "[redacted]," the manager who said to document the damage on the delivery receipt and to send back the bed and one chair.  He also said he'd have two chest drawers shipped to me- those arrived at my house the week after I filed the Revdex.com complaint, and are still in the boxes so they can be returned with the furniture.  [redacted] told me he didn't know why the person I'd  just spoken to had said the furniture was temporary; that it could last 10 years if taken care of. I did not se the point in arguing what was on the delivery receipt. If the spots on the bed were noted, and the bed was being taken by the delivery men, what difference does it make if the delivery men had documented the dried glue ? Id also like to point to that temporary means lasting for a short time , not damaged on the day of delivery.  The picture online of the furniture I paid for did not have damage to it or unfinished wood spots. I paid for furniture in new condition, so even if they had told me it was temporary before purchase (which they didn't), I still would have  expected new furniture on October 30.  I did go into Cohen with the model # written down from online.  I also had  2 coupons from their website. I asked the sales lady for the price and then presented the coupons (one for $50 off $500; one for $100 off $1000).  I bought a dining room set and a bedroom set, so I don't see why I couldn't use both coupons, one for each.  The lady said oh I already gave you a discount in the price I told you.  I did question why the coupons couldn't come off of her quoted price.  I did not cause a scene.  I said I could buy the furniture else where. A male came over.  I don't know his name.  He argued that I should've presented the coupon first.  He said he'd take $100 off the price, but not $150.  I accepted.  The sales lady told him, sorry I quoted the lowest price before I realized she had a coupon.  I won't do that again.  Although I don't know what the coupons on the date of purchase have to do with the damaged furniture I received and have been denied my right to return, but I'm trying to address what was referenced in Cohen's response.   I also have phone records, which I can submit if needed, showing numerous unreturned phone calls to Cohen Furniture's kirkwood location (302-996-0123) and new castle location (302-654-9916).  I generally did not hear back from them in the time frames they provided, so I had to contact them, not the other way around.  ards,

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
 
I wanted to inform the Revdex.com that the company (Cohen's Furniture) and I have reached an agreement regarding the above complaint. They have given me what I originally asked for (20% back). This complaint can be canceled/closed.   Please let me know if any additional steps need to be taken on my part.   Thank you,

The documented statement by ms.[redacted] is undoubtely false, as we read her statement  and linked it with her delivery recipt(which every customer has the right to justify any damages durnig delivery because we take full creditability for deliveres.)  that mentions nothing about damages...

towards the chest .Ms. [redacted] also quoted in the statement sent to Revdex.com "the headboard had dried glue on the front of it". Now to the notable Revdex.com we all have delivery recipts processed for reasons like this, when we send out her delivery she wrote that there is knicks on the corner of the headboard(what dried glue?). Ms.[redacted] is a customer of efficeny and research without a doubt as you(Revdex.com) noticed with her statement. She came to the store with the item numbers,the model, and make of the furniture she purchased. We didn't bamboozle her into the bedroom set we told her its more of a temporary line and that its ASHLEY FURNITURE signature design WHICH IS A REASON THIS MODEL WILL SOON BE DISCONTINUED IT is more or less veneers and poly top wood. she said shes aware and content with purchasing it even due to the lack of quality in her future awareness. She even mentioned that she brought  furniture from us before and asked for a better deal which we gave her than she came up with a coupon for more incentives. in Cohens we only are allowed to give one discounted deal per purchase. Being the beter retail buisness we are since 1942. the floor manger honored the 2 discounted deals for her ,inspite that she tried to make a scene in front of  the other fortunate customers at the moment. Honarable Revdex.com if that wasn't enough we even took the "WHOLE BED" back to replace it fully in her consent. We tried almost every approach with Ms. [redacted] to resolve her situations even if it meant going back to her house 3 times. Now veneer and polyeruthane are not a type of solid wood grain, we used our mohawk touch-up markers(that are usually only meant for veneers) under her supervision, only because thats the only way you can actually service veneer wood. Ms.[redacted] wasn't to thrilled about all we gave her in services she demanded a full refund and that  she was fooled even though clearly she came in with the item numbers herself(B117 X-CESS). NOW A PERSON of research like Ms.[redacted], shouldnt she have read the reviews about this bedroom online? she asked for the manager who is clearly known for our locations as [redacted]. Our store(s) manger offered her $200 credit if she keeps the furniture after serviced of another 4th time or she can come to the  store and select another bedroom set . She asked what if I returned the furniture back? [redacted] replied" mam if we go that route(again something we dont do if it was signed for after delivery) its a 25 percent restoc[redacted] fee charge on our policy number 4, as anxious as she was Ms.[redacted] decided to not reply and hang up(called her at 4:30 on 11/13/2015). notable members of the Revdex.com please take into consideration that we tried our best  to resolve Ms.[redacted]s situation even though we told her from the getco that your furniture is not on elite quality. Revdex.com we always have and will thrive for customer service and satisfaction no matter the circumstances even in Ms.[redacted]s situation. Thank You From the team staff from COHENS FURNITURE