Furniture City

Hello,I am working with the service department to find out what has taken long to get parts. Customer did send pictures and parts were ordered for a dresser. She is disputing that there is more than one item damaged,(couch, recliner, bed post, ese)? Please let me know if that is correct because the... amount she is complaining about is the total amount of the invoice. In this cases there is no way that any items can be returned but it will definitely be looked into. As soon as I find the reports I will update to customer what is going on, but for now I need to have clear what is the issue.Thank in advance for your help.Best Regards,***

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 and the matter has been resolved Sincerely, [redacted]

Customer [redacted] got his furniture delivered on September 3rd They immediately called and argued that they would not keep the furniture as it was extremely damaged We called our delivery team and they advised that it was slightly damaged and did not see the need to return the furniture as a technician would be able to fix the minor issues However, we cannot make the customer keep the furniture against their will so it was all brought back She was told that because it was a special order, and issues could have been easily fixed, we would charge a 30% restocking fee She disagreed and was very upset Customer came in to speak to us to see what kind of agreement we could come up with and she finally agreed on taking back the same furniture with the condition that all the parts would be repaired and in good condition by the time it was delivered again A second delivery was scheduled and this time she only accepted half of it After going back and forth with Mrand Mrs [redacted] we again went out to her home this time to pick up half of the order which she claimed did not satisfy her at all All sales are final, and so because the furniture that was specially ordered for her was cancelled, we charged her the 30% our company charges for restocking fee She was refunded the difference off from her contract on 9/28/ Customer is being billed for the furniture she has and for the restocking fee she is responsible for payingWe apologize if the experience when receiving the furniture was not what she expected, however the sales representative ***, along with the manager [redacted] were only following company proceduresThank you for your time***Customer Service

Ms [redacted] and family came in and went through our stores selectionWhen she decided on a set of items, we gave the customer our options for purchase throughout the sale(Researched that the customer was declined for Acceptance Now upon writing this by having them look up customers name) Told the customer we couldn't promise any of our promotions or finance options outside of that day.Promotions can change dailyWe did inform her that she could pay half the day of purchase and pay the other part upon arrivalWe also gave her the option to have someone else i.emother or family member, finance for them or co signOr if they put money down I could hold the sales price and they could re-select if neededThey choose to put the money down to holdShe was never forced/harassed to purchase or select items to purchaseYes our salesmen are a little aggressive but they would never harass a customer to purchase(Per salesperson ***) Office called me to the desk for a customer phone callStated business name my name and greeted customerCustomer told me she wanted to cancelI asked for the customers name to look up invoiceTold customer that we usually have a cancellation fee while trying to bring up the invoiceShe told me that the salesperson who helped her told her that she had days to cancel and she didn't sign to any cancellation feeI told her that we don't do that and that more than likely her salesperson didn't say thatI brought up her invoice and told her that her money down was to hold the price, where to look on the invoice for the cancellation fee and that she was actually talking to the salesperson in questionMs [redacted] either put me on mute put down the phone or didn't respond after I informed her of that.(If I would be allowed to assume it was out of embarrassment.) I said hello a four or five times to dead air then hung up.We do have a 25% cancellation fee/processing fee for all sales if a customer does want to process with a cancellation whether it is ordered or notIt does state that on the invoice that the customer did receiveIf the customer would like she can keep the $towards something elseBut if she does want to go forward on the cancellation she will have to pay the 25% of the total sale price

Customer *** ***
got his furniture delivered on September 3rd. They immediately called and argued that they
would not keep the furniture as it was extremely damaged. We called our delivery team and they advised
that it was slightly damaged and did not see the need to return
the furniture
as a technician would be able to fix the minor issues. However, we cannot make the customer keep the
furniture against their will so it was all brought back. She was told that because it was a special
order, and issues could have been easily fixed, we would charge a 30%
restocking fee She disagreed and was
very upset Customer came in to speak to
us to see what kind of agreement we could come up with and she finally agreed
on taking back the same furniture with the condition that all the parts would
be repaired and in good condition by the time it was delivered again. A second delivery was scheduled and this time
she only accepted half of it. After
going back and forth with Mrand Mrs*** we again went out to her home
this time to pick up half of the order which she claimed did not satisfy her at
all All sales are final, and so because
the furniture that was specially ordered for her was cancelled, we charged her
the 30% our company charges for restocking fee. She was refunded the difference off from her
contract on 9/28/2016.
Customer is being billed for the furniture she has and for the restocking fee she is responsible for payingWe apologize if the experience when receiving the furniture was not what she expected, however the sales representative ***, along with the manager *** were only following company procedures. Thank you for your time***Customer Service

To whom it may concern;Customer *** *** has been fully refunded for the $she paid here at the store with a check that was mailed out to her on 6/Also her American First Finance contract has been voided, the payments she made with them will be refunded to her account within 3-
business days from the date of cancellation.Thank you***

I am rejecting this response because:
*** is lieing on her statement they never once contacted us with any date on when our parts would arrive I had to keep calling them and yes they did attempt to deliver it to us but unfortunately we had an urgent family emergency we had to attend to with our child in regards of the restocking fee I was never informed until I returned the table I had cancelled the table days after purchasing the couches and I was never told by *** that by me accepting cross credit I was still been charge monthly charges every month it’s been a headache until now they have not contacted me to reschedule my appointment for part it’s like they don’t care I’m very unhappy with service and lies to cover up them never following up with me I never received an email what so ever about time frame or phone call

I am rejecting this response because:
In regards to *** ***'s email dated 10/21/16, the second delivery of the furniture was still not fixed correctly that is why I only accepted the furniture that was in good conditionTo date Furniture City has already pulled out $2,from Wells Fargo Bank and an additional $from Synchrary BankI have faithfully made my payments as promised but I do not feel that I should have to pay the 30% restocking fee as the furniture was delivered damaged TWICEI don't see a point in asking their "technician" to fix the furniture for the third timeI just want to keep the furniture I have and not accept the damaged furniture nor pay the 30% re stocking fee as I was not delivered furniture that was in good qualityThat is the only reason why I did not accept the furnitureThe furniture that I kept totals $1,(not including tax) so I have paid more than what is owed and have not been refunded the difference. Also, they did not custom order of the pieces so I do not feel the restocking fees should apply to these pieces of furnitureThe damaged table is the only one that was ordered and since it was damaged the fee should be waivedAll I am asking is that they waive the fee since they could not fix the table as promisedIt is only fair that I am charged for the furniture that I currently have in my possession Thank you for your time and assistance, *** ***

Ms*** purchased 4/28/17. Delivery date was 6/15/17.At time of delivery, dresser was damaged and bunk bed was missing knobsShe was assured that the knobs would be ordered per ***/ office managerAs to the dresser, it was taken to another manager and he approved for it to be exchanged
completelyThe original dresser the customer ordered was on a backorder for weeks and customer said she could not wait that long for it to be exchanged so we gave her the option to exchange it for a similar model if she wanted to, in order to receive it sooner She agreed and even picked it out from a few pictures sent to her by *** from the parts/services department When the dresser and knobs came in, she was called to schedule and she became very upset because we told her we were only replacing the dresser, however, she was under the impression she was receiving a whole new bedroom set not just dresserShe was referred back to *** and she reassured her she never said that she would be doing that, customer was demanding we do that for her since she does not want to have mismatching furniture*** explained that that was why we sent her pictures of similar dressers only and she did not want to accept a deliveryCustomer then wanted to speak to a manager and we told her *** was the one available at the time to which the customer said she wanted no communication with her since none of us were able to get her the answer she wanted to hearShe then said she would call back another time to talk to someone higher than all of usWe have called her since to schedule since we are only replacing the dresser onlyWe are waiting for her to accept a delivery date and close this out for herWe cannot wait that much longer to get the damaged one back so we need for her to contact us to take it out to her along with the knobsI want to make it clear that no one has refused to help her, we would like this replaced as much as she does. Please accept our apologies for any inconvenience this has caused.Thank you for your time***Customer Service

I have done some further research regarding what the customer is claimingI talked to the manager on site the day that she purchased because after reviewing our camera recordings from the day of purchase, I found out that he had some involvementThat manager is only here twice a week, therefore
was not aware that the customer is now disputing chargesCustomer came in on a Sunday and picked out a living room packageAfter verbally agreeing, they moved on to writing out the contract to which the customer was told the final price after delivery and tax were added to the invoice and customer was not ok with thatThey decided to walk out and not finalize the sale because they claimed it was too much money to payOur manager was outside when they were walking out and they talked to him about the issue they had that caused them to leaveAfter some negotiation, the manager approved for them to receive a discount and explained the contract including that all sales are final to customer to which then the customer agreed and signedThe living room set was bought a lady and her only issue she mentioned then was that she needed to show it to her husband and *** the sales person agreed that she had until the next day to change the color if the husband did not like itShe came in and called the next day and asked to speak to ***, her sales representative, to which she was told he was off and that if she needed to exchange or cancel anything she would need to talk to him but did not call again *** was contacted by our office on his day off and he called the customer with his personal cellphone ###-###-#### explaining to her what was agreed on the day priorShe then called the store back and tried cancelling again after *** had explained that she could but only if she paid to break a contractOn June *** called her to let her know her furniture was in and she said she did not want it and that it should have been cancelled since she had called the very next day after the purchaseShe was told again that she could not cancel, but to pay the penalties for cancelling the contractMsSingh claims we were harassing, calling her every day, however, even her phone records show that we only called after the furniture arrived on June 19, and then again on June to get a resolution from herThey were different numbers, only because our store has landlinesHer furniture is not delivered like she claims we said it was, what she is being penalized for is for cancelling a contract and therefore needs to pay the fee as our contract clearly states, ALL SALES ARE FINALCustomer called today on 8/7/and I spoke to her myselfShe is under the impression that she could cancel within hours but the contract she signed does not state thatShe claims she did not read the contract and therefore was not aware of our policies, I did some research that same day before answering her questions and she did not deny anything I was saying but demanded that we out of courtesy to her as a customer that we cancel her contract because she just does not want itWe cannot take responsibility for that. Again, customer can cancel by paying the 25% restocking/cancellation feeWe will not place a full refund on her account Customer called on 8/24/and she gave me permission to charge her for the 25% fee, which she is fully responsible forToday I refunded the difference to both of her accounts and closed out her disputes with the banks. Thank you for your time*** Furniture City

Customer purchased and there were some misunderstandings with the invoice, which were cleared out with the manager like customer statesWhen an issue occurs, the manager on site needs to not only listen to the customer, but also find out the issues at hand with our sales representative as well as
with the contractIn this case, yes customer was undercharged, but was not to justify the errors on our systemIt is still not clear why there were extra items on the invoice, customer is upset that when she called she was told that there were items there, but that is only because she spoke to different girls in the office who were only reading back to her from the system, not the original contractThat is why she was referred to the manager she had been dealing with, which also cleared out the situation for herThe manager was very helpful, not rudeThe customer was very vulgar and rude, will not let us speak, insulting our personsIn spite of the customer's behavior, she was helped out as we did not want to make her feel like she was being charged for something she did not receiveAs of today she has not received the furniture, which she knew and agreed that it would take a few weeksWe are not adding anything, again there is something in the system that must have been added by mistake, perhaps even a glitchAs soon as furniture arrives, she will be contacted to schedule for delivery.Thank you ***Customer Service

RevDex.com:
I have reviewed the response made by the business in reference to complaint ID 12350233, and find that this resolution is satisfactory to me The company's sales associate, *** contacted my sister's number on 9/1/and left a message in regards to the mishap of my incomplete furniture order and an apologyThey also offered to order the missing items and throw in an insurance package dealIf that was something I was interested in, then to contact him or *** backI went in the next day, 9/2/and talk to themThe lady, ***, at the counter informed me she wasn't aware of my situation, but said ***, a manager was familiar with my situation, but she was on lunch break so for me to come back in an hourI came back around 3:15pm and met and spoke to *** about my situationIt didn't seem like she read into my email or situation in depth because I was having to restate the issue againAfter informing her of my issue, she apologized and tried to sort things outI informed her that I would like a refund of my undelivered items and items that were no longer of use due to the items they were supposed to go on, but she informed me that it is in their policy that delivered furniture and/or accessory items cannot be returned, even if they weren't usedI informed her in no way was that information disclosed to me as a customer nor would we have been in this situation if everything was followed up on and delivered as promisedIn addition, *** said, in order to continue with the process they would need to determine the individual prices for each itemTherefore, they would no longer be of the packaged deal/priceUnfortunately another manager by the name of Asaiyeed (?) got involved and things got heated and frustratingHe was rude and disrespectful and had the stance of an individual with no customer service sympathy when it was their company that created this situationHe had the audacity to say to me that the sales associate/store did me a favor when they swapped out the 50" TV for the chaiseThen he also said, didn't she file a complaint through Revdex.com, *** said yes, and his response was, then why don't we just continue to go through them we don't need to deal with thisI was irate at this moment and informed him as politely and professionally (as a manager should have) as I did and said, I came in because *** called and left a message about my incomplete order and for me to get in contact with him or *** and that's why I came inThen absolutely unprofessionally, he tells me that *** was fired yesterday (the day the call was made to me)There was no reason to disclose such information, especially with a customer and then he continues with his story of the switching of the items should've never happened and that *** shouldn't have changed the packageI informed him that before he goes blaming his sales associates (more importantly, ***), he needed to realize that *** received an approval from a manager to be able to do thatOtherwise, I would've never purchased the furniture and we would've never been in this situationAs any irate customer in my position, I continued to tell him that if he had been available when he should've been, on August at 7pm when I called back to specifically talk about my situation, we may have solved the issue then, but consequently and yet again, there was no manager availableThis company has absolutely poor communication amongst each other and never once did they try to understand my situation from a customer's point of view except to acknowledge their fault in their system and do nothing about fixing a problem THEY created***(?) was an only business mindset and if that continues, this business will not last very longSadly and most disappointedly, I won't ever purchase or recommend anyone to buy from this business againIt's really sad to see that Revdex.com stands behind such a business when in reality this is how they treat their customersAs a result, after almost two months of dealing with this situation we come to an agreement that they would refund me $with tax and send a repair man to come fix my love seatThis was a very disappointing conclusion, but I wanted no more to deal with this very poor customer service company who's only greed is getting sales from their customers without disclosing the details of a purchase gone bad and accepted my refund amount. Therefore, yes, I have accepted my very minimal refund with a repair follscheduled on 9/between 5-8PM, but I want it to be known how this company and manager, specifically *** (?) has absolutely no sympathy for their customers, even after they've straight out acknowledged/admitted it was their fault that we were all in the predicament. Thank you for your time, *** ***

In response to the dispute regarding Mrs ***, we have to disagree with what the customer is stating about us delivering damaged furnitureThere is paperwork signed by the customer acknowledging that all the furniture was received in good conditionThe damages were reported to our service team
after the deliveryThe parts were ordered, however the manufacturer that makes the furniture she purchased a bit different now and so the parts ordered keep coming in a different way than the style she has at homeIt has been reordered a couple of times and it is in route the correct wayUnfortunately when there are parts involved there is no way we can promise an exact time for replacement as all parts have different estimated times to arriveWe are not neglecting to help or assist her in any way as additional parts were ordered as well for different items, and we do apologize for it taking longer than anticipated, however it is completely out of our handsHer furniture damages are not major and as soon as the parts come in we will schedule a technician to replace them right away We have treated Mrs*** with full respect and have been very professional every time she calls every weekWe have explained the situation with the company and she has been very understandingSaed is rarely available as he is fluently out of town and has not been able to speak to the customer, however like the customer mentioned Lucy Garcia, the office manager, has spoken to her and explained the same and again she was very understanding. Thank you for your timeCustomer Service

Initial Business Response /* (1000, 11, 2016/04/06) */
Customer picked up her furniture on 2/17/She purchased new barstools and a floor modelShe picked up the barstool from the floor in perfect condition, not brokenShe came a few days after the purchase and claimed her barstool was
brokenParts were not available to be ordered and so it needed to be fixed, however, a new one was ordered insteadCustomer again came to pick it up and this time did not accept it after shaking it to check if it wobbledIt was checked on top of a glass table and did not wobble1st Barstool was worked on again and this time was delivered to her and she said the same thing that it wobbled and again was not acceptedNew parts were put on barstool, customer picked up without any concerns and has not contacted us since telling us of a problem with anythingOur staff has done what was needed to fix the issues with the furniture and are not able to accept any returnsWe will also not be able to issue a refund for the customer
Thank you for your time
Customer Service

To Whom It May Concern;We have voided out the customers charge as of 4/2/with no cancellation fees or penaltiesIf she does want the credit cancelled she would need to call the bank.Thank you***

Initial Business Response /* (1000, 5, 2015/09/11) */
Customer *** *** purchased a mattress and foundation along with the mattress protector on 2/21/ Customer sent an email on June 24th, The email stated that the mattress they purchased was sinking in the middle and included
pictures, but were not sufficient to make a decisionThe technician was sent and new pictures were submitted and it was determined that there is no problem with the mattressHe did let us know that the foundation was broken which explained why the mattress could sink a little, so I advised the customer that I would have to submit that to our representative for him to determine what we needed to doThe reason why I asked to see how the mattress was set up was because like the customer explained, they did not purchase the metal base with us and we had to determine whether the issues came from a broken or unstable baseIt has happened before with other cases so every detail needs to be given to us to process claimsThe Representative got back to me right away and said that unfortunately there is no way that we can exchange the foundation for a new one since the warranty on the foundation is not the same as the mattressFoundations are only covered for daysAccidents are not covered through Sealy or Stearns & Foster, only manufacture defectsIf customer would have reported it sooner then it could have been done right away no questions askedThis is not a determination made by Furniture City since all decisions come directly from the companyThis is not a personal matter and I in no way mean to either avoid or not satisfy the customerI understand that because my response to their request was negative they can misinterpret it and think I simply did not want to help themI am only following rules and warranty proceduresUnfortunately, we were denied the opportunity to exchange her foundation for a new one since it is not a manufacture defect, but we are willing to help her on the price for a new one if they are interested
Thank you for your time
***
Customer Service
Initial Consumer Rebuttal /* (3000, 7, 2015/09/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
As a first time customer of Furniture City, I felt like I was misinformed by the employees of the businessI was never informed that the foundation was covered for days after the purchaseAlthough, I called to the manufacturer Sterns and Fosters on September 17, that if there is a warranty on the mattress then it should cover the box spring as well.I also wasn't informed that if the metal frame wasn't purchased at furniture city and that could of been the reason, but the frame and the mattress is well supported on our frameIf that was the case I would of thought twice about buying a mattressI was only informed about if there was any problems it will be replaced for a year warranty according to one of the sale associates that helped me purchased at that time in February 21, I don't think this is personal of the employees from Furniture city, but unprofessional to their customers of misleading information to customersI also found it unprofessional that when I made a phone call to the manager and told her about the mattress she told me it has to be inches sinking in, and according to the manufacturer it's 1/inches in, not only that was the issue, but I suggested that a technician could come and see the problem, first my girlfriend e-mailed the business, and they didn't see it necessary, until we went to the furniture place and asked the manager to send a technician out there to see the problem, she said that they will send someone out, but didn't show for about two weeks in a half later, in fact my girlfriend had to call to make sure if they are going to send someone to our house, they send someone out the next dayOverall, the mattress is well supported with our metal frameSo I see no reason that it should of broke or why it can't be replaced? I'm not trying to sound like I am taking it personal, it's just the frustration of misleading information that took place in the time of purchasing
Final Business Response /* (4000, 11, 2015/10/12) */
We have been speaking with different representatives about this issue and they have been giving us the wrong informationI apologize for misinforming the customer and for prolonging the exchangeWe were simply following the procedure we have known to dateI have just emailed the customer and told him we are going to replace the foundationThere is nothing wrong with the mattress so there is no need to replace thatWe will inform the customer once the new foundation comes in
Best Regards,
***
Customer Service
Final Consumer Response /* (2000, 13, 2015/10/17) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 6, 2015/07/31) */
Customer bought June 6th and was aware of the delay of the furniture and accepted the delivery on July 9th like she statesThe furniture was a bit damaged and she did not receive of the pieces, the rails and the nightstandWe re-ordered it
again and like the first time that this was ordered it was once again not available and placed on back orderWe do not know Mrs** personally and all of our issues are handled professionallyThe fact that her furniture is not delivered yet is not out of spite nor do we want her to have a bad experience with our companyIn the furniture business furniture is not always in great condition, it is really out of our hands when the furniture is received damaged and we do what is possible to make it right, in this case a new one was re-orderedAs of today 7/31/the nightstand just came in and the rails will be here this upcoming weekWe have not been scheduled for the truck on an specific day yet, so I cannot say for certain what day she will get this deliveredI can say that we are not giving her the run around nor do we have this in our warehouse, if we did we would have already delivered this to herAs a company we try to avoid as many problems as we can, and of course give the customer what they paid forI hope Mrs** can understand
Thank you
***
Initial Consumer Rebuttal /* (3000, 8, 2015/08/07) */
My issue wasn't resolve I want some action regarding furniture city this is my 2nd attemp I strongly agree this was done purposely I complained about
By the time I got the pieces it was broken pieces and missing pieces July contact Revdex.com last wk and all the sudden furniture city called me yesterday August saying they will deliver it to me between 5-8pm The delivery guy called 740pm saying that he cannot make it back he is in oakers that he can come by 9pm or tomorrow this is gone way too far I want action please this excuse after excuse first of all he should have said along time ago instead have me waited for 2hrs and 40mins which is ridiculous
Final Business Response /* (4000, 10, 2015/08/10) */
Thank you once again for your assistance in helping us resolve the issue at hand with customer ** ***Customer has received all her furniture with the exception of a night stand that she has decided to cancel due to it arriving damaged in her home multiple times from the manufacturer, we tried to make it right by sending different nightstands to her home but with no luckFull credit was issued back to her as she requested for that item
Best Regards,
Furniture City
Final Consumer Response /* (4200, 21, 2015/08/11) */
I like to add that mike said he would like to reschedule for that night or tomorrow night which would have been 8/8/when I hung on him August 7,and I would like to add that he called minutes before the the time period 5-8pm

There is no patching up taking placeShe is getting new partsI understand that it has taken a long time, however is the only steps I can takeIf the parts do not work, then we will discuss with our management the need for a new oneAs of now, she will need to wait for the parts to come inI apologize for the whole process again, but I am trying my best to help her as like explained before, parts were given back to the manufacturer. Thank you for understanding.***

To Whom it May Concern;We have been in contact with Ms***We delivered and installed the parts that she first made a claim on, on FridayWe are now helping her with the new parts that are needed for the sectionalNow parts with this manufacture do usually take about 3-weeks which we let her know the other day, so she is aware of thatWe will let her know on any updates as soon as we have any.Thank you***

Complaint: ***
I am rejecting this response because: Mid- FL told me in the very beginning that the part was not covered by the warranty after they made calls to ***Then they were going to charge me $to replace the partHad I not contacted *** on my own I would be out the $plus the almost $dollars I am trying to get backMid -FL never said anything about a need to transfer the warranty until 10/14/The company needs to return the money I have request in order to put this matter to rest
Regards,
*** ***