Furniture City

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 it. I 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 damage. I have never seen a store in my life deliver furniture in this condition and NOT take it back immediately. It is very disapppointing to me that I chose such a store. I 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.

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 contract. I 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, 2017.  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 me. I 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 contract. I 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 contract. I also was never told anything about 90 days. I agreed to 44% interest with $169 payments once a month for two years. They 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 $5000 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.

Ms. [redacted] and family came in and went through our stores selection. When 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 daily. We did inform her that she could pay half the day of purchase and pay the other part upon arrival. We also gave her the option to have someone else i.e. mother or family member, finance for them or co sign. Or if they put money down I could hold the sales price and they could re-select if needed. They choose to put the money down to hold. She was never forced/harassed to purchase or select items to purchase. Yes our salesmen are a little aggressive but they would never harass a customer to purchase. (Per salesperson [redacted])  Office called me to the desk  for a customer phone call. Stated business name my name  and greeted customer. Customer told me she wanted to cancel. I asked for the customers name to look up invoice. Told customer that we usually have a cancellation fee while trying to bring up the invoice. She told me that the salesperson  who helped her told her  that she had 30 days to cancel and she didn't  sign to any cancellation fee. I told her that we don't do that and that more than likely her salesperson didn't say that. I 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 question. Ms. [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 not. It does state that on the invoice that the customer did receive. If the customer would like she can keep the $100 towards something else. But if she does want to go forward on the cancellation she will have to pay the 25% of the total sale price.

To Whom it May concern;When Mr. [redacted] spouse contacted us on January 21, 2018 about their cushions to her sectional her emails went  to our spam folder. We informed her on this when she called again on January 26 and we asked for her to resend us a picture from a further distance because she...

informed us that she cushion 3 and 4 but we were not sure which ones those were. When 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 frame. Ms. [redacted] 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 unanswered. Their parts took about 3 weeks to be complete and once they are complete they take about a week to come in. Their parts came in last week and we called and spoke to Mr. [redacted] and scheduled them for 3/8. 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 time. We are just waiting for them to contact us to schedule that for them. As 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 it. When she did call on 2/9 she said she would pay the restocking fee of $100, so their account was credited back $330.00.Thank you [redacted]Furniture City

To Whom It May Concern;We have voided out the customers charge as of 4/2/18 with no cancellation fees or penalties. If she does want the credit cancelled she would need to call the bank.Thank you[redacted]

Ms. [redacted] purchased 4/28/17. Delivery date was 6/15/17.At time of delivery, dresser was damaged and bunk bed was missing knobs. She was assured that the knobs would be ordered per [redacted]/ office manager. As to the dresser, it was taken to another manager and he approved for it to be exchanged...

completely. The original dresser the customer ordered was on a backorder for 4 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 [redacted] 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 dresser. She was referred back to [redacted] 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. [redacted] explained that that was why we sent her pictures of similar dressers only and she did not want to accept a delivery. Customer then wanted to speak to a manager and we told her [redacted] 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 hear. She then said she would call back another time to talk to someone higher than all of us. We have called her since to schedule since we are only replacing the dresser only. We are waiting for her to accept a delivery date and close this out for her. We 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 knobs. I 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[redacted]Customer Service

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 call. AGAIN...I told [redacted] 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 product. This is ridiculous going through this and this company acting as if they have done no wrong. If 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 would. I hope to close this matter soon. Thank you

Initial Business Response /* (1000, 5, 2015/09/11) */
Customer [redacted] purchased a mattress and foundation along with the mattress protector on 2/21/2015. Customer sent an email on June 24th, 2015. The email stated that the mattress they purchased was sinking in the middle and included...

pictures, but were not sufficient to make a decision. The technician was sent and new pictures were submitted and it was determined that there is no problem with the mattress. He 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 do. The 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 base. It has happened before with other cases so every detail needs to be given to us to process claims. The 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 mattress. Foundations are only covered for 30 days. Accidents are not covered through Sealy or Stearns & Foster, only manufacture defects. If customer would have reported it sooner then it could have been done right away no questions asked. This is not a determination made by Furniture City since all decisions come directly from the company. This is not a personal matter and I in no way mean to either avoid or not satisfy the customer. I understand that because my response to their request was negative they can misinterpret it and think I simply did not want to help them. I am only following rules and warranty procedures. Unfortunately, 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.
[redacted]
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 business. I was never informed that the foundation was covered for 30 days after the purchase. Although, I called to the manufacturer Sterns and Fosters on September 17, 2015 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 frame. If that was the case I would of thought twice about buying a mattress. I was only informed about if there was any problems it will be replaced for a 5 year warranty according to one of the sale associates that helped me purchased at that time in February 21, 2015. I don't think this is personal of the employees from Furniture city, but unprofessional to their customers of misleading information to customers. I 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 2 inches sinking in, and according to the manufacturer it's 1 1/2 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 day. Overall, the mattress is well supported with our metal frame. So 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 information. I apologize for misinforming the customer and for prolonging the exchange. We were simply following the procedure we have known to date. I have just emailed the customer and told him we are going to replace the foundation. There is nothing wrong with the mattress so there is no need to replace that. We will inform the customer once the new foundation comes in.

Best Regards,
[redacted]
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, 5, 2015/06/15) */
Customer [redacted] purchased on 4/25/2015. She ordered a custom made sectional where she has the option of choosing different color fabrics from body to throw pillows. She was prepared and already knew exactly how she wanted it to look...

since she had a picture of it on her phone. The style that she was interested in was the option that is on the [redacted]'s website. She did not want it to look any different. She did request to see the color in person but since it is the option we have online, we do not have it displayed in our showroom or have a swatch of the fabric. She was ok with it and agreed to order it. At the time of delivery, she argued that it was not the one she wanted. [redacted] was off that day and the paperwork matched the tags on the set delivered, so it couldn't be determined whether it was just a matter of miscommunication and the delivery still had to take place. [redacted] was advised of the situation and had a copy of the original paperwork that was printed out at the time of the sale and the names of the fabrics that she wanted matched the ones delivered. Unfortunately, the only problem here was that she assumed that they were black when really they are a dark brown. The way our furniture looks in person may not always look the same on a picture and Furniture City is not held accountable for this. She was offered the option of re-ordering the black set with the fabrics she selects. However she would have to pay at least half of what it cost us to order the set she originally agreed to. This is a fair deal because we are covering the other half of cost. If she decides that she does not want to do that, she will still be held responsible for the 30% re-stocking fee, and the fee to pick up the set she has at home now.
Furniture City has a strict policy. ALL SALES ARE FINAL. We did not make the mistake, had that been the case, then the problem would have been solved and customer would have been compensated. Unfortunately this was not an error on our part and the whole amount of purchase will not be refunded.
Hope to get this issue gets resolved in a timely manner.
Thank you for your time.
[redacted]
Customer Service
Initial Consumer Rebuttal /* (4200, 9, 2015/06/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept there proposed resolution because when I was speaking to [redacted] about the colors he told me the color was black. I didn't have a pic on my phone, there was a picture on the price stand and there was a sheet of paper with the picture of the couches on it. I never assumed the couches were dark brown. I'm not color blind! Both my husband & I we're there and we repeatedly asked [redacted] the color is black right? His answer was always yes! He was the one that recommended getting a 3piece set instead of a sectional & walked us to another set on couches that were a
black 3 piece with zebra print pillow. I asked him again the couches are going to black like these and he said yes. All of this happened before he put the order in. I am very disappointed in how all of this mess has be handled. I went in trusting them & now we are here going back & forth. I would not be wasting my time or the furniture's time if what I am saying is not true. I can't understand why they would want me to pay for something I clearly did not order! Since day one they have been knowing those couches were not the ones I ordered. Now 2wks have gone by and they are still in my garaje. I don't want to do any other type of business with them. Those couches cost me 3,500 and they still want me to pay that balance off plus half of another order? [redacted] told me he was going to resale the couches? The finance company already paid them the 3,500 and now he wants to get more money out of them? Is that even legal? They are taking advantage of people. All I wanted was new couches for my new home . I have my home now & no couches to sit with my family or to even rest after my surgery in Friday . I ask that you please pick them up and close the finance account. The only one losing is me I have no couches & I have already paid $100.. The furniture store will at the end of the day make there money.
Final Consumer Response /* (4200, 25, 2015/07/06) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I understand everything that you have said and I clearly understand what store wants to do-RIP ME OFF. It has been now alittle over a month and nothing has been done. I need my garage! It is a hazard for my kids and myself to have them there. I will not be held responsible for them. I don't understand why it's so hard for [redacted] to say the truth! I asked for Black couches! Not dark brown or gray. I am not going to take time off of work to "mediate" with your store. It's very clear and simple [redacted] made a mistake when placing the order. If you have cameras in your store you can see that he pointed out the black couches that are towards the back of the store near an emergency exit. If he was willing to pay half of another order of couches which is more than the 30% you are asking me to pay he can pay that 30% and use the money that you have been paid by the finance company to pay off the remaining balance. Once that's done pick up the couches and resale them & make your money. Your company is not losing anything! Because of the way you guys handle customer service and issues like this your company had a 2.3 rating. Also word of mouth goes a long way! Please stop with all of this nonsense and pick up the couches. I have made 2 payments to the finance company already. I will not make anymore payments. Again I'm not a LIAR, STUPID OR COLOR BLIND. I know exactly what I asked for and I clearly did not receive that on 6/4. Does this matter need to be taken to another level? I hope not. If my kids get hurt because of the couches being in the garage it will not be dealt with this way.
Final Business Response /* (4000, 27, 2015/07/08) */
We will not do the refund, We will not pick up the furniture unless the customer pays for the fees.If the customer wants to drop off the sectional at our location, she is more than welcome to. If she wants to take it further like she says, we have no problem with it we have all of the paperwork needed.
The customer just confirmed by sending the pictures that furniture city did not order anything wrong. Like I explained before, the pictures may not always look the same as in person. The first picture she sent and says she wanted the same way is exactly what I have been trying to explain that we ordered. Mrs. [redacted], the Round pillow is black. The pillows are the only black you see on the sectional, I do not know if you can tell but the the rest of the sectional is a brown color. So how is it again that we ordered it wrong? The one you got looks exactly like the one you are showing you say you wanted.
I repeat, furniture city did not make any errors. Customer can argue and try to make us help her out but unfortunately it has been proven that this is no a mistake.
Thank you for your time.
[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 Mr. and 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 9/28/2016. 
Customer is being billed for the furniture she has and for the restocking fee she is responsible for paying. We apologize if the experience when receiving the furniture was not what she expected, however the sales representative [redacted], along with the manager [redacted] were only following company procedures. Thank you for your time[redacted]Customer Service

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,[redacted]

Customer purchased 3/5/2017. He signed a contract which states all sales are final and if they want to cancel they are responsible for paying the cancellation fee. It is simply our policy. The customer did not cancel 2 hours after coming in like he states. Sometimes when the customers come in to...

cancel, there are exceptions and they are approved, however his is not the case. He 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:At this time, my complaint, ID [redacted] regarding Alpha Media Group, Inc. has been resolved.
(By clicking "OK", your complaint will be closed as Resolved.)
Sincerely,[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.
Sincerely,
[redacted]

The customer came in on 9/2 to talk to management about her items. Since 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.

The below request has been honored: I want the company to adjust my expiration date to match my magazine. Expiration date - March 2018

Revdex.com:At this time, I have not been contacted by Alpha Media Group, Inc. regarding complaint ID [redacted].Sincerely,[redacted]

[redacted]We are sorry to see your dissatisfaction come to our attention through a Revdex.com complaint. We are available 24/7! You can always call our office and speak with a team leader if you ever have a concern. However, after reviewing your complaint. We want to begin by addressing the installation...

of the HVAC and ductwork that occurred 9/2016 and was approved by the building department on 12/29/16. The system functioned as installed & designed for 4 months before there was ever any concern that arose from the damaged ductwork. As stated on our agreement with you for the HVAC and ductwork; Mid-Fla Heating and Air will not be responsible for "#4.) Service or repairs required to correct failures or malfunctions that are not causes by manufacturing defects, such as damage or malfunctions resulting from water, storm, earthquake, theft, riot, misuse or abuse." and "#16.) Duct work under houses or mobile homes not warrantied on the structural materials." Therefore the ductwork concerns you are mentioning are excluded from our labor warranty coverage. Our technician; [redacted], is a maintenance technician within our organization. He doesn't typically perform service and troubleshooting calls but was dispatched to your home on 7/7/17 only because your wife was insistent; even though, this is not his area of expertise. Travis is one of our team leaders who is not always available at his desk but keeps in close contact with our team to assist them as needed throughout their day. He walked into our office that day and overheard your phone call. Wasting no time; he contacted [redacted] who was onsite to gather an understanding of the circumstances so [redacted] could better assist you. We are displeased with the documentation our technician placed on his invoice for you. To resolve your concern, we would like to refund the $89 diagnostic fee from when [redacted] was out on 7/7/17 and will work with you on the originally proposed investment of $498. Please reply this is acceptable and we can discuss the corrective actions needed to fix the return ductwork that has collapsed and is currently temporarily fixed per your request.

Complaint: [redacted]
I am rejecting this response because: Had you informed me in the beginning that I needed to change the service provider for the warranty all this could have been avoided. But [redacted] said the one repair would not be covered. And then [redacted] Said the E coil was not covered after 2 calls to [redacted]. And I am not going to change now as I don't trust your company. If you have doubts on this go back and listen to your tapes of our phone calls. Only after I asked for the refunds did you inform me I needed to change the warranty. Ant several years ago you covered the compresser fan motor under the warranty. So when do the lies stop????
Regards,
[redacted]

Revdex.com:
At this time, I have not been contacted by Furniture City regarding complaint ID [redacted].
Sincerely,
[redacted]