Furniture City

Mr ***;
As our dispatcher ; ***, has told you multiple times and I have included in our previous Revdex.com response your *** system has an extended warranty that was purchased through a specific contractor that we are unable to process warranties under until you get the assigned contractor switched to Mid-FlaAfter this is done we will gladly attempt to process your parts that have been replaced under your extended warranty and refund you what the manufacturer sends back to us; if you would simply switch this warranty to us. Being able to process these parts under warranty is a time sensitive matter, so please switch this over and let us know as soon as possible, so we can attempt to process this for you. We will look forward to the news that you have switched the assigned contractor to mid-fla and get this done for you at that time

The check of $was for the remaining visit that had not been performed as part of your Club Membership you decided to invest in for only $129. As previously stated in my first response, the technician did perform a diagnostic of your system, and determined that the system was operating normally but needed maintenance performedYou authorized him to do the first Performance Tune-up/maintenance on that agreement at that timeThe remaining balance due to you would be $

Mr*** did not accept the furniture because they did
not expect it to be the way it was since it was an item ordered off a catalogThere
were minor damages to the furniture, which from time to time are inevitable,
however were fixed prior to second deliveryCustomer refused it simply because
they did not like the experience from the first delivery and were very reluctant
to let us redeem ourselves from not delivering to her expectations
I am not sure how customer is getting a total of $
but it is more
Furniture at their possession adds up to $2, + tax + 1st delivery fee only = $2,Instead
of $4,financed originallyAs per his Synchrony account of $1,the
restocking fee for canceled items only was charged totaling $leaving the
difference refunded to $
All of our contracts explain our policy as following;
“All sales are final,
No Refunds” Special orders are not subject to cancellation
All Exchanges and cancellations are subject to seller approvalA minimum fee
of 30% of the purchase price will be assessed (re-stocking fee) on seller
approved returns, exchanges or cancellations
Therefore, if a customer is still insisting on cancelling,
they are fully responsible for all the fees that come with returning furniture
Furniture City has continued to help the customer and deliver the furniture in
the best condition, and cannot further assistAll rules apply for every
customerHe is now being billed for the furniture he has plus the re-stocking
fee and nothing moreManagement has approved a 5% off from the fee to only be
billed for 25%
25%=
$- $= $
I will be glad to explain any confusion
Thank you
***

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 customer Furniture 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

To Whom it May Concern;There is no way that we could of forged Ms*** signature, the financing bank ***? *** Finance is all e-signOnce the contract with *** *** Finance is done they are the ones that generate the payments and the interest rate if not paid with in days
However, we have no control of the interest rate this bank charges nor can we change itWe did offer Ms*** to come in and finance with a different bank to lower the interest rate and her payments, and we would cancel the contract with *** First Finance if she is interested.? We also cannot run any of her information or start up a new contract unless she is present.? We are still willing to do that for her as long as she comes inHowever, we cannot guarantee that she will be approved by one of the banks that offers the low interest rates.Thank? you***?

? I am rejecting this response because: There were no parts ordered for the hole in the dressor, only a drawer and a new top as I recall? The tech said he could "fix" the hole, I assume by patching it? I bought ? a new dressor which I believe should not have had any damage to itI have the email of the hole with the picture attached as I previously stated? The store seems to have sold me damaged furniture at a new, undamaged price? I need a refund of the difference between the cost of a new item which is what I paid and the cost of a severely damaged piece of furniture, because the dressor had from my experience major damageI have never seen a store in my life deliver furniture in this condition and NOT take it back immediatelyIt is very disapppointing to me that I chose such a storeI need you to verify the hole by the email I sent you the week of delivery and come back with a real answer weather it be "tough luck" or something better please? Thank uou

Customer purchased 3/5/He signed a contract which states all sales are final and if they want to cancel they are responsible for paying the cancellation feeIt is simply our policyThe customer did not cancel hours after coming in like he statesSometimes when the customers come in to
cancel, there are exceptions and they are approved, however his is not the caseHe will get billed for the 30% he is responsible for or we can deliver the furniture he agreed to.? Thank you for your time.? [redacted]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, *** ***

Mr*** did not accept the furniture because they did
not expect it to be the way it was since it was an item ordered off a catalogThere
were minor damages to the furniture, which from time to time are inevitable,
however were fixed prior to second deliveryCustomer refused it simply because
they did not like the experience from the first delivery and were very reluctant
to let us redeem ourselves from not delivering to her expectations
I am not sure how customer is getting a total of $
but it is more
Furniture at their possession adds up to $2,? + tax + ? 1st delivery fee only = $2,Instead
of $4,financed originallyAs per his Synchrony account of $1,the
restocking fee for canceled items only was charged totaling $leaving the
difference refunded to $
All of our contracts explain our policy as following;
? “All sales are final,
No Refunds” Special orders are not subject to cancellation
All Exchanges and cancellations are subject to seller approvalA minimum fee
of 30% of the purchase price will be assessed (re-stocking fee) on seller
approved returns, exchanges or cancellations
Therefore, if a customer is still insisting on cancelling,
they are fully responsible for all the fees that come with returning furniture
Furniture City has continued to help the customer and deliver the furniture in
the best condition, and cannot further assistAll rules apply for every
customerHe is now being billed for the furniture he has plus the re-stocking
fee and nothing moreManagement has approved a 5% off from the fee to only be
billed for 25%
25%=
$- $= $
I will be glad to explain any confusion
Thank you
***

? I am rejecting this response because:
I have submitted paperwork (dropped off in person at the Revdex.com in Fresno and emailed) showing that this is? NOT? my signature on this contractI have also submitted paperwork showing that the “sales person” on the contract is? NOT? the sales person who helped me? Also, The delivery date was not January 20, 2018, the delivery date was December 21, ? They also checked a box on the contract somewhere saying I wanted automatic payments taken out which I did not agree to and ? did not find this out until I noticed withdrawal transaction on my online banking? I never even seen a contract until? I had to call and ask? them to email it to meI have also file charges with [redacted]? Police Department and the [redacted]? District Attorneys office (case number available upon request) due to my signature is forged on this contractI have also called [redacted]? Finance several times and they have made it? very? clear to me that they cannot make changes to the contract and that they just carried the contract and that it would have to be Furniture City to make these changes since they are the ones who wrote the contractI also was never told anything about daysI agreed to 44% interest with $payments once a month for two yearsThey did tell me that all they could do is have me come back in and try for new financing but first of all, I live over an hour away from the store and is not easy for me to get down there and second, I now owe over $in furniture on my credit and I told them I wouldn’t qualify and that they needed to fix the current contract to what I agreed to because I wouldn’t qualify for other financing.?

To Whom it may concern;The contracts with *** First Finance are all e-signThe signature automatically comes up, that is how the bank does all contractsAll of our customers that go though that bank sign that way and we've never had any issuesThe sales person on the paperwork which is also e-sign is the signature to the manager who set up the accountWe've explained to Ms*** that if we do modify the contract with *** first finance, 1.- she would have to be present at the store 2.- we cannot? determine the monthly payments or the APR they charge *** First Finance automatically sets that upThere is no way we would forge her signature because the sales men must explain to the customer the contract and when they do if the customer agrees that is when the e-sign takes place and we have the customer sign the sales invoice, if not we do not go on with the contract.? We are still willing to change the financing for her but as mentioned before she would have to be present so we can check that for her and we can not guarantee that she will be approvedAlso, we would like the case numbers that she has field with the Police department , and *** District attorney.Thank you***

Hello,I am working with the service department to find out what has taken long to get partsCustomer did send pictures and parts were ordered for a dresserShe 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 invoiceIn this cases there is no way that any items can be returned but it will definitely be looked intoAs 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,[redacted]

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.[redacted]

Customer has been emailing us at the store's email for the past days and I have already explained to her we unfortunately will not be able to cancel out the replacement dresser since she did not want to wait to order the same model as the rest of the bedroom set? If she did decide to cancel she would be responsible for the restocking fee? After a few emails exchanged back and forth and after showing her that the models look almost the same, she accepted for us to deliver the replacement Friday 7/28/17.? Thank you? [redacted]Customer Service

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
[redacted]
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 [redacted]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

To Whom it May Concern;When the customer came in to purchase we did expect the bedroom set to come in within 2 weeks. We were not aware that it was on back order for a couple of months until we ordered it. When the customer did call on 4/3 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 2 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 charge. Customer said that she really liked that bed set and she was OK with waiting until it was available. After the delivery the customers spouse called pretty upset because their bed frame hadn't been delivered, however we did inform him that Ms. [redacted] was aware and was OK with waiting. We 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 ordered. Were not denying their bed frame but we didn't want the customer with their mattress on the floor. We offered a couple of solutions but the customer didn't want any of them. As of today 5/24 ETA on the bed is first or second week of June, we are still offering the loaner rails if she'd like.Thank you [redacted]

To Whom it May Concern;There is no way that we could of forged Ms. [redacted] signature, the financing bank [redacted] Finance is all e-sign. Once the contract with [redacted] Finance is done they are the ones that generate the payments and the interest rate if not paid with in 90 days....

However, we have no control of the interest rate this bank charges nor can we change it. We did offer Ms. [redacted] to come in and finance with a different bank to lower the interest rate and her payments, and we would cancel the contract with [redacted] First Finance if she is interested.  We also cannot run any of her information or start up a new contract unless she is present.  We are still willing to do that for her as long as she comes in. However, we cannot guarantee that she will be approved by one of the banks that offers the low interest rates.Thank  you[redacted]

To Whom it may concern;The contracts with [redacted] First Finance are all e-sign. The signature automatically comes up, that is how the bank does all contracts. All of our customers that go though that bank sign that way and we've never had any issues. The sales person on the paperwork which is also e-sign is the signature to the manager who set up the account. We've explained to Ms. [redacted] that if we do modify the contract with [redacted] first finance, 1.- she would have to be present at the store 2.- we cannot determine the monthly payments or the APR they charge [redacted] First Finance automatically sets that up. There is no way we would forge her signature because the sales men must explain to the customer the contract and when they do if the customer agrees that is when the e-sign takes place and we have the customer sign the sales invoice, if not we do not go on with the contract.  We are still willing to change the financing for her but as mentioned before she would have to be present so we can check that for her and we can not guarantee that she will be approved. Also, we would like the case numbers that she has field with the Police department , and [redacted] District attorney.Thank you[redacted]

Customer has been emailing us at the store's email for the past 2 days and I have already explained to her we unfortunately will not be able to cancel out the replacement dresser since she did not want to wait to order the same model as the rest of the bedroom set.  If she did decide to cancel she would be responsible for the restocking fee.  After a few emails exchanged back and forth and after showing her that the models look almost the same, she accepted for us to deliver the replacement Friday 7/28/17. Thank you [redacted]Customer Service

I have done some further research regarding what the customer is claiming. I 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 involvement. That manager is only here twice a week, therefore...

was not aware that the customer is now disputing charges. Customer came in on a Sunday and picked out a living room package. After 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 that. They decided to walk out and not finalize the sale because they claimed it was too much money to pay. Our manager was outside when they were walking out and they talked to him about the issue they had that caused them to leave. After 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 signed. The 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 [redacted] the sales person agreed that she had until the next day to change the color if the husband did not like it. She came in and called the next day and asked to speak to [redacted], 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.  [redacted] 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 prior. She then called the store back and tried cancelling again after [redacted] had explained that she could but only if she paid to break a contract. On June 15 [redacted] 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 purchase. She was told again that she could not cancel, but to pay the penalties for cancelling the contract. Ms. Singh 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 20 to get a resolution from her. They were different numbers, only because our store has 3 landlines. Her 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 FINAL. Customer called today on 8/7/17 and I spoke to her myself. She is under the impression that she could cancel within 24 hours but the contract she signed does not state that. She 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 it. We cannot take responsibility for that.  Again, customer can cancel by paying the 25% restocking/cancellation fee. We will not place a full refund on her account.  Customer called on 8/24/2017 and she gave me permission to charge her for the 25% fee, which she is fully responsible for. Today I refunded the difference to both of her accounts and closed out her disputes with the banks.  Thank you for your time. [redacted] Furniture City