Furniture and Mattress Express

My aunt purchased a couch from here and the experience was, well to put it politely, not enjoyableWhen we got to the store at 11am (the time that it should have been open) we had to wait an hour for someone to show upWhen O*** finally showed up she was acting drunk out of her mindBefore ordering the couch we asked O*** if the delivery guys would take the old couch outShe replied that "they might not take it with them you would have to talk to them about that, but they will definitely put it in the basement for you no problem"While ordering the couch, my aunt had specified that delivery of the couch can come on a Monday or Tuesday only because those are the days that someone is home, and O*** was fine with thatSo after ordering the couch, my aunt got a call a few weeks later saying that the couch was going to be delivered on a ThursdayShe replied that nobody would be home on Thursday (to which she got a reply of "why is nobody home"??) and that she agreed that it would be delivered on a Monday or TuesdayThe Monday of the delivery comes and my aunt receives a call from the delivery man and he informs her that he is on his way and that he is by himselfMy aunt calls him back and says that he will not be able to take her old couch out and bring the new one in because she has very steep stairs, a narrow staircase, and that there is a small turn where the couch won't fitThere need to be two men to push the couch over the wallof the staircaseSo, the driver says that he is calling his boss I*** and that he is going to come anyways to take a lookOk, so the driver gets to the house, and my aunt continues to explain to him that there is no way he will be able to bring in or take out any couch, after which he says to her "dont't worry they sent me here by myself because I am a professional, you don't know me"As, he starts taking the old couch out he hit the crystal chandelier and my aunt was telling him to stop because she had heard a crack and said the chandelier was fallingShe tried to reach over the side to try and grab the chandelier to hold it from falling but my aunt is not a gaint she could not reach that farNeedless to say the man did not listen and the crystal chandelier fell to the ground and shattered to piecesThe delivery man at that point began calling his boss I*** and began to explain to him that the chandelier fell because my aunt grabbed it and pulled itThat makes me laugh for many reasons but the funniest one being is that my aunt is not even ft tall and in no way could she have reached the chandelier to pull itAnyways, so there are phone calls going in every which way, until my aunt finally talks to I***Saying he was rude doesn't even begin to cover itHe was yelling at her through the phone so loud that I could hear him standing across the room from herHe began to blame her and say that it was her couch that hit the chandelier not hisAnd that she pulled the chandelier and made it fallHe told her that he was going to come to the house at 7pm and
he had hung up the phone on her after name calling herSo, it is now 7pm and my grandfather is the one that was calling him to handle the situationWe are all sitting waiting for I*** when my grandfather called him to see where he wasWhen he answered the phone he said that he wasn't coming for reasons that are to vulgur to say on hereOnce again as everyone is sitting in the living we could all hear him yelling through the phone at my grandfather and verbally abusing a man that is much older than himHe continued to say that he was not coming, he continued to yell at my grandfather and then hung up the phoneI URGE EVERYONE IF YOU DON'T BELIEVE REVIEWS, BELIEVE THIS ONEWHAT PERSON IN THEIR RIGHT MIND WOULD BRAKE A $CHANDELIER JUST TO NOT PAY THE $SECOND HALF OF A COUCHTHE CHANDELIER IS WORTH MORE THAT THE S*** COUCHSTAY AS FAR AWAY AS POSSIBLE FROM THESE PEOPLE AS YOU CANFYI O*** IS DRUNK ALL THE TIME AND WAS EVEN SEEN BY CUSTOMERS DRINKING IN THE STORE

Review: In March of 2013, I purchased a dining room set from Furniture & Mattress Express in [redacted], MD. I ordered it and the promised delivery date was the same week by the end of the week. 3 weeks later, I received the dining room set after the promised delivery date. 2 chairs were missing upon the day of delivery and I was promised within a week they would be delivery, but there weren’t until 3 months later. Within 2 weeks of having the furniture, a leg broke and another chair leg was lose, but no matter how much I tightened it, it wasn’t fixing it. The company has been jerking me back and forth, making promises to get them fixed but only giving me the run around. The manager is avoiding calls and voicemail messages and then she hung up on me. I made it very clear they could come pick up their furniture set if they couldn’t fix it but they refused. When I purchased the furniture set, I was told I have lifetime warranty but the manager refuses to keep that part of the deal. They had NO problem taking my money but when it came to standing behind there furniture, they didn’ [redacted] now September and I still have broken chairs.Desired Settlement: Pick up there dining room set and I never want to deal with this store or there incompetent employees ever again!!

Business

Response:

Revdex.com of Metro Washington DC and Eastern Pennsylvania REF. [redacted]

1411 K St. NW, 10th Floor Washington DC 20005-3404

Dear **. [redacted],

In response to the allegations made by the customer [redacted] on the service and warranty given By our company are totally misleading and false.

My name is [redacted], and I'm the salesman that assisted [redacted], at the time of her purchase It was explained to her that the ordering time would be two or four weeks because the company in Which we are ordering from is new for us.

After which she stated that she could get it sooner and presented me with a price on a computer print Out sheet of a direct sales company that showed the name [redacted], once I saw that it was explained to her that I would try and get it sooner but not guaranteed.

At no time did I ever tell her that the furniture had a life time warranty on it, I told her that the warranty was if any item was damaged upon delivery we would replace it.

Upon delivery we require that all merchandise is checked for problems and note it on delivery copy, After **. [redacted] received delivery she called several times with remarks about two chairs missing only, then I explained to her that the two chairs missing were a mistake made and we would order the Two chairs. I contacted the shipping company and explained the situation of the two chairs, then I called **. [redacted] and explained the shipping to her, which required us to have a minimum order of 1500.00 dollars for quick ship (two weeks), other than that it would take a little longer.

**. [redacted] was very impatient with the process, and at no time was she being avoided, I told her she would be updated as I am updated. I travel within two cities for this company and not always at a Phone to make immediate return calls.

When we sent our service tech out to see the problem with the damaged chair, it was obvious that the problem was caused by abuse, however, we offered to replace the chair and she stated that she did not want it.

**. [redacted] has used the dining set for her special event which she clearly stated she needed it for, and now feels as if she can return it,

I explained to her our return policy before she made the purchase and she was fine with that, our problems started with her got intense when she came into the business and was very foul with an employee, something that is not tolerated.

At this point we can only offer **. [redacted] one last replacement of a chair she has complain about, Because other than the two chairs that we received and sent to her to complete this transaction that was the only problem she had. As to the phone being hung up on her, we will not listen to the type foul language she used while speaking to any of the employees at this company.

I have given you my honest statement as to the matters of this event, and hope that this issue is resolved.

Thank You Sincerely,

My aunt purchased a couch from here and the experience was, well to put it politely, not enjoyable. When we got to the store at 11am (the time that it should have been open) we had to wait an hour for someone to show up. When O[redacted] finally showed up she was acting drunk out of her mind. Before ordering the couch we asked O[redacted] if the delivery guys would take the old couch out. She replied that "they might not take it with them you would have to talk to them about that, but they will definitely put it in the basement for you no problem". While ordering the couch, my aunt had specified that delivery of the couch can come on a Monday or Tuesday only because those are the days that someone is home, and O[redacted] was fine with that. So after ordering the couch, my aunt got a call a few weeks later saying that the couch was going to be delivered on a Thursday. She replied that nobody would be home on Thursday (to which she got a reply of "why is nobody home"??) and that she agreed that it would be delivered on a Monday or Tuesday.
The Monday of the delivery comes and my aunt receives a call from the delivery man and he informs her that he is on his way and that he is by himself. My aunt calls him back and says that he will not be able to take her old couch out and bring the new one in because she has very steep stairs, a narrow staircase, and that there is a small turn where the couch won't fit. There need to be two men to push the couch over the wallof the staircase. So, the driver says that he is calling his boss I[redacted] and that he is going to come anyways to take a look. Ok, so the driver gets to the house, and my aunt continues to explain to him that there is no way he will be able to bring in or take out any couch, after which he says to her "dont't worry they sent me here by myself because I am a professional, you don't know me". As, he starts taking the old couch out he hit the crystal chandelier and my aunt was telling him to stop because she had heard a crack and said the chandelier was falling. She tried to reach over the side to try and grab the chandelier to hold it from falling but my aunt is not a gaint she could not reach that far. Needless to say the man did not listen and the crystal chandelier fell to the ground and shattered to pieces.
The delivery man at that point began calling his boss I[redacted] and began to explain to him that the chandelier fell because my aunt grabbed it and pulled it. That makes me laugh for many reasons but the funniest one being is that my aunt is not even 5 ft tall and in no way could she have reached the chandelier to pull it. Anyways, so there are phone calls going in every which way, until my aunt finally talks to I[redacted]. Saying he was rude doesn't even begin to cover it. He was yelling at her through the phone so loud that I could hear him standing across the room from her. He began to blame her and say that it was her couch that hit the chandelier not his. And that she pulled the chandelier and made it fall. He told her that he was going to come to the house at 7pm and
he had hung up the phone on her after name calling her.
So, it is now 7pm and my grandfather is the one that was calling him to handle the situation. We are all sitting waiting for I[redacted] when my grandfather called him to see where he was. When he answered the phone he said that he wasn't coming for reasons that are to vulgur to say on here. Once again as everyone is sitting in the living we could all hear him yelling through the phone at my grandfather and verbally abusing a man that is much older than him. He continued to say that he was not coming, he continued to yell at my grandfather and then hung up the phone.
I URGE EVERYONE IF YOU DON'T BELIEVE REVIEWS, BELIEVE THIS ONE. WHAT PERSON IN THEIR RIGHT MIND WOULD BRAKE A $1000 CHANDELIER JUST TO NOT PAY THE $299 SECOND HALF OF A COUCH. THE CHANDELIER IS WORTH MORE THAT THE S[redacted] COUCH.
STAY AS FAR AWAY AS POSSIBLE FROM THESE PEOPLE AS YOU CAN.
FYI O[redacted] IS DRUNK ALL THE TIME AND WAS EVEN SEEN BY CUSTOMERS DRINKING IN THE STORE.