FR Living

A refund check will take around 7-10 day so around 2 weeks.  The customer was not charged the re-stocking fee.There was a miscommunication from the store.  The customer has gotten their check.

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.I will add that I have concerns that this is just a temporary solution and that I will  find myself in this same position in a year.  If this is a permanent fix, if I never have to speak to this Business again, I will be satisfied.
Sincerely,
[redacted]

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. This information is correct. 
Sincerely,
[redacted]

Initial Business Response /* (1000, 10, 2015/05/14) */
The only invoices that we have for this customer are from April of 2013 for a youth dollhouse bed on invoice XXXXX. On invoice XXXXX the customer was credited $300 in an agreement to keep the damages furniture that they received. Today we...

contacted the customer and they asked us to remove their number from out calling list. The woman on the phone verified that she was in fact [redacted] and we let her know that we calling from [redacted] to help with resolution of the Revdex.com claim filed. The customer once again demanded her number be removed and that we not contact her and hung up. According to our records from 2013 this customer has been taken care of. Nobody within the store has any record nor do we have any notes on file to show any recent contact or purchase this customer has made. If there is any other purchases made with [redacted] please let us know and we would be more than happy to assist. thank you

[redacted],   I’m sorry to inform you but once again, we only offer a one year warranty on Full Retail Price sofa sleepers. Anything on clearance or discontinued does not come with any serviceable warranty, and these are the conditions in which your purchase was made. We have no notes or anything in writing stating that someone offered you a warranty we don’t even have. I also have not heard from any other previous customer of someone telling them of a warranty that we don’t offer. I will gladly get you any parts needed for the repair at our cost, and you may have it fixed as you see fit with a reputable service tech. we can even refer one to you if needed. Sorry for any inconvenience this has caused.   Thank You, [redacted]

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.
Sincerely,
[redacted]

Tell us why here...They have fixed the couch and delivered this yesterday. They tried to repair it at first and found nothing wrong. Then they found a small hole and fixed that with the spring. Customer should be happy now. Since she wrote the Revdex.com, we have been all over it and all complete now. Customer did have little help at first from the store and great white turned her down but all over it since march 24th. Patrick Baldwin is following up today to make sure she is satisfied after the delivery yesterday, thanks

Initial Business Response /* (1000, 18, 2015/12/23) */
Spoke with the store manager and we have this scheduled for repair in the next few days. Spoke with the customer and apologized that this slipped through the cracks and assured her we will take care of it ASAP.

Initial Business Response /* (1000, 5, 2015/10/26) */
[redacted] is correct when stating that we offered a 7 year no interest rate finance option based on the parameters stated and also with approved credit. It is also true that Furniture Row does determine what type of promotions that we...

offer, just as [redacted] claimed that the Capital One rep had explained to him. Furniturerow does not, however, set the parameters for the approval process. All credit approvals are completed by Capital One based on their specific criteria and is based on the customer's credit worthiness. We do not approve or deny any credit at Furniture Row. Capital One determined that Mr. [redacted] qualifies for a 5 year no interest loan and this was explained to him. We would be happy to process the transaction under the 5 year plan that he qualified for (again based on the Capital One's decision to loan him the money for the purchase). Furthermore we would ask that [redacted] remove the false allegations of "False Advertising" from all other social media sites including but not limited to Yelp. We prefer not to answer to this type of accusation and defend ourselves on a public site because we prefer not to discuss his credit situation in such a public manner.
Initial Consumer Rebuttal /* (3000, 7, 2015/10/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This is not about credit approval as I already have credit with Furniture Row. As stated I have a furniture row credit card. There is no other company that advertises in this manner. I would not walk into home depot or lowes with their company credit card and purchase an advertised 18 month financing and then only be offered 6 months. No other company advertises this way. Therefore, I came to the store with my already approved credit card with the requiem credit in my account. Your advertise is false and misleading and thefore by definition false advertising. I have asked capitol one for something in writing explaining why you can perform a credit tier system on a credit card that has the credit limit required in the advertising. They said that they would send it. However, I have never received this information. If I can see this in writing then I can make an informed decision about your misleading advertising. However, this is truly false advertising as I met the advertised requirements.
Final Business Response /* (4000, 25, 2015/11/12) */
I feel that the one thing I have failed to do is to make sure to express the fact that our customers are by far the most important thing to Denver Mattress Company. We would never consider using false advertising because we understand by doing so we would lose those valuable customers and without them we would have no business. Rather than continuing to try to explain why you were not able to get the financing you wanted we decided to take a different approach. Although we have no control over what Capital One finance decides to give you as a finance plan, we felt the least we could do is call and ask them to reconsider the finance plan that you're on. We hoped they would consider moving you to Plan A so that you could make the purchase that you want with the financing terms that you need. I am very happy to inform you that Capital One finance has decided to move you to a Plan A which qualifies you for the longer financing plan that you desire. We look forward to you coming into the store and making your purchase. All this information [redacted] be forwarded to the store managers so that they [redacted] be able to take care of you when you arrive. We would like to thank you for your business as well as thank you for being a loyal customer.
Final Consumer Response /* (2000, 27, 2015/11/13) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Your company should consider using a different credit company. Or at the minimum have different credit cards for Plan A and Plan B. I did follow up with Capital One a few times to request written documentation about the tiered system that they use. The said that they did not have any written letters to send to me. They agreed to send me my credit card agreement. When I received the credit card agreement it had nothing in it about the tiered credit card system that is called Furniture Row Express Money Card. This has your company name on it and you should know that this type of tiered system is happening with no written documentation for your customers to ever see. So, I still feel that by not allowing your customers that have a Furniture Row Money Express Card to participate in your advertised credit for 7 years zero interest that you are practicing in False Advertising. Your company should take a look at this practice and figure out how to change it so that this never happens again. When Revdex.com said the case could not be resolved voluntarily and that I had to pay $150 to go into arbitration I gave up on Revdex.com. I then looked at how to report this to the Federal Trade Commission. The FTC told me that I needed to file a complaint with the Consumer Financial Protection Bureau. After I filed my complaint with the CFPB it took less then 4 hours for Capital One to call me and change my purchase from the 5 year zero interest to the 7 year zero interest. This took me a month to get a resolution that should have never happened. You need to take a good look at this practice of tiered credit card without any written documentation is handled. You should consider discontinuing any promotions that would require the plan A, have different credit cards for the different plans, or at the very minimum have Capital One make something in writing that clearly states what tier the customer has and what promotions that they are able to participate in. Please don't let this happen to your customers again.

Complaint: [redacted]
Helli,
I am rejecting this because Furniture Row has submitted false information to the Revdex.com.There is only 1 SOFA.It is not even a year old. We started this process in July ofb2017, when it was just 7 months old. They are trying to present our issues as being twice as old .....1 1/2 years old instead of 7 months. That alone should tell you what we're dealing with.How can they truly say that their product is QUALITY when it needed repair at 7 months????Furthermore, for them to say they've never taken merchandise back is a LIE. They had an entire room of broken down, returned items. Additionally, they have yet to address their FALSE ADVERTISEMENT on their website. It clearly states that FURNITURE WILL OUTLAST THE FINANCE OFFER.clearly this didnt happen!!! With over 2 yrs. Left to pay it off, this crappy couch will never last!They also mention how their furniture is built to last, a great value. How can a sofa that is 7-8 mths old, that needed to be restuffed, be quality???And what about their 1 YEAR WARRANTY???Our sofa was far from a year old, as we have previously stated.(this is easy to verify, but no one has checked our purchase records Revdex.com!) 
[redacted]

We have restuffed the cushions as a courtesy, our service tech said cushions had expected use, no defects.  Angie J[redacted] has explained that we have done all that can be done, we are not replacing her sofas and feel the courtesy restuffing is addequette to normal wear of her sofas.  Our original response still stands.  From our inspection the Sofa has normal wear and tear

The manager contacted her yesterday.  We did refund the delivery charge for her. The manager spoke to her about the miscommunication we had on the product.  The manager let her know that the chair looks like it is on the way to [redacted] from [redacted] and that we could hopefully expect it here in...

2-3 weeks.  The manager also let her know that the coffee table is backordered until late feb to [redacted] and it should arrive here mid to late march.  She is satisfied, and we will contact her if there are any updates.

Final Consumer Response /* (2000, 6, 2015/08/05) */
After contacting this business via their corporate office, all furniture was delivered on August 4, 2015. Thank you for your assistance, but case can be closed now.

Brianna C[redacted] was the manager attempting to assist [redacted]. When Mr [redacted] called our store and visited with Brianna he expressed to Brianna that his brother and his son sat on the Furniture very HARD implying “roughhousing” and they were large men that probably broke the Furniture....

Unfortunately, the warranty on the Furniture Mr [redacted] purchased from Furniture Row does not cover Customer Abuse, which is what caused the breakage. Our warranty covers Manufacturer defects, which includes any standard performance features that break due to a shortcomings with materials or construction of the manufacturing process. All that being said, in the Spirit of Customer service we tried to help Mr [redacted]. Brianna told Mr [redacted] we would attempt to help him out and Furniture Row would pay for a Repair, but that there were no guarantee’s of what all could be fixed to due the significance of the damage to the item. We hired a third party company that specializes in Furniture Repair and we paid them to Replace 18 springs in the item that were all compromised, replace plywood framing and rebuild frameword, and also replaced his cushions on his furniture all as a courtesy. We also provided Mr [redacted] with a Loaner piece of Furniture that he could use in his home while we processed his courtesy repair at our store. Based off the situation, our warranty doesn’t cover any of these things and we generally don’t loan furniture to customers either. All this was done in an attempt to help Mr [redacted] even though it cost Furniture Row several hundred dollars to do so. It’s unfortunate that this extension of customer service did not gain his satisfaction. There is nothing else Furniture Row can do to help Mr [redacted] going forward with these issues.

We have decided to offer the customer an exchange to select new furniture.

The customers desired resolution is to Repair. We will repair it and we will waive the $50 pick up charge to perform the repair so our delivery service will pick up the furniture and return it as well. [redacted]’s furniture does come with a warranty towards repair and we are happy to service that...

warranty.   Our store will contact [redacted] to try and get her on the delivery schedule so we can initiate the repair of her furniture.  [redacted]
[redacted]

New legs was put on the chair on 1/30/2017.

We went to the customers home today and cleaned the area for them in good customer service.  It is cleaned and the management did a follow up phone call with the customer as well.

TeWe have contacted the customer to offer them free delivery for the inconvenience and delay.   We have most of the product they ordered in stock.   We can deliver the products we have now and do a separate delivery of the back ordered product when it comes in.   In...

addition to the free delivery, I will offer a 10% discount to the customer off the original product they purchased or off an alternate product that is in stockll us why here...

Tell us We reached out to this customer.  We spoke to the vendor so we could place an order to fix the customers couch.  The customer is aware we ordered parts for them to fix their issue.  Once the product is in from the vendor, we will take care of the customer.  why here...