Furniture City

The customer came in on 9/to talk to management about her itemsSince then she has been issued a refund of the merchandise she did not receive which should reflect in her billing cycle She has also been scheduled for a service appointment for her furniture to be fixed

Consumer has been contacted and issue is resolved

Dear Revdex.com we have refunded this customer 100% due to a conflict on our manufacturer end they kept delaying the items due to back order multiple timesWe apologize for any of the customers inconveniencebut overall after this we spoke to the customer apologized and she left satisfied

*** We would like to began by apologizing for the inconvenience that was caused by more than one trip to your homeFirst, to perform your requested Trip & Diagnostic of your system because you stated to the customer service representative on the phone the
"outdoor unit was pouring water" and that same day you invested in a Club Membership(service agreement) with our company & agreed for the technician to perform the first Performance Tuincluded in the benefits of that agreement at that timeDue to the fact, it had been a while since your 14year old heatpump system with the airhandler installed in the attic had been properly maintained, and the second trip for a drywall repairman to come back out to replace the brittle sheetrock that happened to fall off the ceiling joist in the garage while our technician was walking through the attic ON THE TRUSSES because of water in the past that had more than likely leaked out of your airhandler at some time or another due to improper maintenance by another company you may or may not have used in the pastYour requested refund for the remaining visit that was not performed on your Club Membership was mailed out on February 23, 2015; check#You should have received that by nowIf not it should be arriving any dayPlease let us know if we can be of any further assistance

Response:Hello! After review, it seems the guest is due a refund as per initial discussionThe guest has been refunded as per the original request due to an emergency situationThank 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

Customer purchased ends of NovemberAt time of sale, the sales representative and the customer work out a deal that is best for them and at times, depending on the furniture ordered, receive items at no cost or discounts and are given a receipt that needs to be agreed upon and signedEvery detail
is explained then, if customer felt like she needed to receive anything for free, they should have discussed that before signing a contract with usCustomer did try to cancel twice, once before furniture arrived and then again at time of deliveryHowever, when she was scheduled for delivery, it was explained that we would deliver without a nightstand and that when it arrived we would go out again and deliverShe agreed to it, but then refused later to accept the furniture claiming she was not told that her order was incomplete After talking to the customer a few times to reschedule for delivery, she agreed to keep the furnitureMs*** received her complete order on 12/26/2016.I apologize for the delay of the response, however we have troubles receiving the emails at times and I was also out of the office.Thank you for your time

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, *** ***

To Whom it May concern;When Mr*** spouse contacted us on January 21, about their cushions to her sectional her emails went to our spam folderWe informed her on this when she called again on January and we asked for her to resend us a picture from a further distance because she
informed us that she cushion and but we were not sure which ones those wereWhen she did send over the picture we forwarded the picture of the labeled cushions that she needed to the manufacture on 1/30/2018, but unfortunately they do not give us a time frameMs*** contacted us on February 9th but the manufacture was already closed when she contacted us and couldn't get a shipping date on them, we did email them for a time frame but our emails went unansweredTheir parts took about weeks to be complete and once they are complete they take about a week to come inTheir parts came in last week and we called and spoke to Mr*** and scheduled them for 3/When our technician showed up there was no one home and when he called to inform him that he was there he said he'd call and reschedule for another timeWe are just waiting for them to contact us to schedule that for themAs for the table that they didn't have the customer had agreed to keep the store credit instead of paying the 25% cancellation/ restocking fee that was why she was being charged for itWhen she did call on 2/she said she would pay the restocking fee of $100, so their account was credited back $330.00.Thank you ***Furniture City

I am rejecting this response because: The response is all LIES and cover up! Of course this business is not going to admit their workers were rude and specific people or not going to admit they hung up on customers and refused to transfer the callAGAIN...I told *** I did not want to talk to her dye to her rudeness and lying to me about wat I was going to get just referring to emails, yes she did say the damaged product would be exchanged, so I called to clarify in which she stated she talked to a male supervisor which she did not proved the name and he stated he was unaware that I had a complete bedroom set in which both the dresser and mirror would be exchanged for a similar productThis is ridiculous going through this and this company acting as if they have done no wrongIf that were the case I would not be having to go through a complaint process! I would like my original dresser exchnaged to not have my furniture mismatched as I'm sure no one wouldI hope to close this matter soonThank you

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

Dear Revdex.com we have refunded this customer 100% due to a conflict on our manufacturer end they kept delaying the items due to back order multiple timesWe apologize for any of the customers inconveniencebut overall after this we spoke to the customer apologized and she left satisfied

Initial Business Response /* (1000, 7, 2015/11/24) */
Mrand Mrs*** received their furniture on March and reported a problem on May to which a technician was sent out to adjust the headboardThe customer accepted it and the technician marked the report as completeCustomer later
complained about the bed to the Acceptance Now program which is when they took over the issues and ordered replacement partsAcceptance Now's representatives were the ones having communication with the customer and sending out their technicians to fix the problemIf they would like we can discuss where they got the information of having days to either get a loaner or a new bed, as that is not mentioned anywhere on both Acceptance Now and Furniture City's Contracts
Also, all the beds are displayed on the showroom at customer's reachThey have the opportunity and liberty to inspect the furniture and decide whether it is a good match for the customer, as we have many different styles with different budgets
Unfortunately, there will be no refund or compensation since we are not responsible for the miscommunication between Acceptance Now and the customerFurniture City purchased a replacement part and gave to Acceptance Now's team to replaceBedroom set is now in good conditionWe will still try to service the customer in any future issues as long as it is possibleMr*** still has an option of cancelling the contract and returning the furniture but will not receive any refunds, exchange or store credit for the amount that has been paid so far
Thank you for your time and efforts in trying to resolve this issue
Furniture City
Customer Service
Initial Consumer Rebuttal /* (3000, 9, 2015/11/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
No we did email them back and forth and it is going to he said she said storyThe stores guys said there was nothing wrong with itWe also took video in a email and I have all the emails from themI will send the warranty from acceptance now on our contract and I will send the emails and the video to and from furniture cityWe had to deal with acceptance now because furniture city didnt want to fix the product that was sold from their store
Final Consumer Response /* (4200, 19, 2015/12/07) */
***Document Attached***
We didn't even have it for a month when we started having problems with itWe bought it on Feband it wasn't delivered till march
Final Business Response /* (4000, 22, 2015/12/10) */
If there was anything to take the blame for there would be no reason not to help out in any way we couldHowever, like mentioned before there is nothing Furniture City can do for the customer as enough has been done to resolve their issuesShe needs to contact Acceptance Now as they approved for the bed to be exchanged
Thank you

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

***;
As stated last time you spoke to a *** at Mid-Fla on 10/14/and in your previous conversations with our team members, your extended warranty was purchased through*** *** * ***, INCThis type of extended warranty can not be honored by an alternate contractor unless
you contact *** and have them assign another company to this extended warrantyWe service all brands, makes, and models but when you have something like this that is proprietary to a particular contractor our hands are tied until you make the phone call to switch it overIf you; homeowner, would contact *** to get this warranty reassigned as stated previously we could process your warranty claims on the parts we have had to replace since the standard out of the box warranty expiredYou have yet to do this which is why we have ben unable to process your parts replacements under warrantyAgain we are going to ask you to please contact *** *** and get this reassigned to Mid-Fla then we will gladly process the parts then we can and issue you a refund for the difference of what we are refunded by ***

To Whom it May Concern;When the customer came in to purchase we did expect the bedroom set to come in within weeksWe were not aware that it was on back order for a couple of months until we ordered itWhen the customer did call on 4/her sales rep did inform her that it was on back order until
June and if she'd like she can either re-select for a different bedroom set or if she was OK with waiting we'd leave it on order for her and do deliveries, the living room set and what ever we had of the bedroom set then when the bed frame came in we would deliver that at no additional chargeCustomer said that she really liked that bed set and she was OK with waiting until it was availableAfter the delivery the customers spouse called pretty upset because their bed frame hadn't been delivered, however we did inform him that Ms*** was aware and was OK with waitingWe offered a set of loaner rails so their mattress would not be on the floor, but the customer refused them because they said that they wanted what they orderedWere not denying their bed frame but we didn't want the customer with their mattress on the floorWe offered a couple of solutions but the customer didn't want any of themAs of today 5/ETA on the bed is first or second week of June, we are still offering the loaner rails if she'd like.Thank you ***

Customer purchased ends of NovemberAt time of sale, the sales representative and the customer work out a deal that is best for them and at times, depending on the furniture ordered, receive items at no cost or discounts and are given a receipt that needs to be agreed upon and signedEvery detail
is explained then, if customer felt like she needed to receive anything for free, they should have discussed that before signing a contract with usCustomer did try to cancel twice, once before furniture arrived and then again at time of deliveryHowever, when she was scheduled for delivery, it was explained that we would deliver without a nightstand and that when it arrived we would go out again and deliverShe agreed to it, but then refused later to accept the furniture claiming she was not told that her order was incomplete After talking to the customer a few times to reschedule for delivery, she agreed to keep the furnitureMs*** received her complete order on 12/26/2016.I apologize for the delay of the response, however we have troubles receiving the emails at times and I was also out of the office.Thank you for your time

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ####### and find that this resolution is satisfactory to me.
Regards,
*** ***
Finally, a comprehensive explanationI wish it would have been done the third week in JanuarySeveral people would have been spared the inconvenience and aggravation

Ms*** 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*** 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.

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