Furniture Creations

Hello, we do not ship out our products in already damaged conditionThere are instances where manufacturer defects are not uncovered until a later time, but this is a clear case of shipping damageSince the buyer is not taking responsibility for not following our policy instructions and there is an open Amazon claim, this matter will be addressed within that claim going forwardAmazon will mediate and determine the outcome based on the facts as we have presented themThis server does not come in several pieces so a quick thorough inspection would have been possibleThe nature of the damage is relatively minor and repairable as shown within the photo attached that the buyer provided us withOur $partial refund offer stands until Amazon has made their decision, which will again, more than likely be that the buyer is required to return the item to us in accordance with our policyNo further discussion by means of this case is necessary since it has been thoroughly representedThank You, [redacted] *, Customer Service Manager, Furniture Creations

Hello, our policy states: "The original shipping boxes with the shipping labels are required to be retained by the buyer in the event they are needed for a return and/or claim with the carrierFailure to do so will limit the options for resolution that are available." When the buyer told us they no longer had the original packaging, that immediately took a damage call tag return off the table as an option since it is required by ***A pick up of the package for a return through the damage call tag process, assumes the box itself will be damaged in some way and [redacted] needs to see it as part of the claims processThe original packaging also has the original shipping label on it to prove it was even shipped through [redacted] to begin with or they will not agree to the return or damage claim for obvious reasonsThe buyer is thus not eligible to return the item at allThe only means of resolution for the buyer is a 20% partial refund of the purchase price, which they have since accepted and has been issuedWe do apologize for any inconvenience, but had our policy been followed, this would have been a very hassle free processThe transaction is now considered closed and the matter resolved for the buyerThank You, [redacted] *, Customer Service Manager, Furniture Creations, [redacted]

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution would be satisfactory to me I will wait until for the business to perform this action and, if it does, will consider this complaint resolved Regards, [redacted] ***

Hello, I am very sorry for the inconvenience caused by this situationSince we do not warehouse main inventory or parts in our warehouse, such replacement requests are submitted to the actual manufacturer to process and fulfill from their inventoryThe buyer reported the issue to us on Wednesday, December 9, 6:PMWe responded to them on Thursday, December 10, 8:AM and immediately entered the replacement request with the manufacturer, Furniture of America that same dayIt does generally take about 7-business days for the parts to be sent out and the buyer was informed of thisAs that time frame approached, it was nearing the Christmas holiday so there were unexpected delays as a result that would normally not have been a factorThe manufacturer did prepare the parts for shipment with [redacted] tracking # [redacted] , which is expected to be updated today once the label has been scanned inAgain, I am very sorry for the unexpected extension of the time frame, but we are getting this resolved for the buyer and they should receive the parts within the weekThank You, Pete J, Customer Service Manager, Furniture Creations

Hello, there was no missed delivery since the buyer refused to schedule oneWe also never took responsibility for a missed delivery, again because there wasn't oneThe estimated delivery time frame provided by [redacted] for this order was "Tue, May 17, to Mon, May 23, 2016"The order was delivered to the agent terminal in the buyer's area on 5/The buyer was contacted thereafter to schedule delivery of the order and were told that the buyer wanted after hours delivery, which takes us back to where we started with our previous response to this caseIf the buyer took time off of work without having had a scheduled appointment, that is not our responsibilityIn fact, our posted policy clearly states: " [redacted] provides an Estimated Time Frame for deliveryDo not take time off work or arrange for hired help based solely on these datesA scheduled day and time are required to be set with the freight carrier so you are aware of exactly when to expect deliveryIf time and money are lost due to a buyer missing work and/or hiring movers without there having ever been a scheduled delivery with the carrier, Furniture Creations is not responsible for any compensation for such lossReturns resulting from this type of situation will be subject to our standard return policy." The fact remains that the buyer did not cooperate with the available times to schedule delivery and the order was refused by them and returned to us as a resultThe decision was theirs and were made fully aware of the fees that would be deducted should they proceed to have the order returned in our email to them on Friday, May 27, 5:PMWe tried to convince them to accept the order instead, but they insisted on the returnThere is nothing further to discuss and this transaction is closedThank You, Pete J, Customer Service Manager, Furniture Creations

Hello, we are very sorry for the damage that the desk sustained during shipping transit and any delays with the delivery of the order on the part of the freight carrierThe buyer did not purchase the desk from [redacted] , nor did they fulfill the order for the buyerThe order was placed on [redacted] 's site, but with us, Furniture CreationsThe buyer should have contacted us when the order arrived in damaged conditionThe information the buyer was allegedly told by the [redacted] representative is not accurate, nor their place to do so since this was not a fulfilled by [redacted] orderRegardless, our policy does not permit the buyer to keep an item and also receive a full refund unless an exception is made by Furniture Creations management and in this case there was noneThe buyer filed an A-Z Claim through [redacted] despite our willingness to assist them with this situation by having the desk picked up for return free of charge and then issuing a full refund for them [redacted] has since granted the claim, which we are appealing since the buyer is still in possession of the deskThe carrier attempted to pick up the desk from the buyer on 6/10, the same day the buyer was refunded, but the buyer refused to give it to them, stating he is keeping itBecause of the fact that their payment has been refunded, they are now in possession of the desk illegallyBy refusing to provide the desk to the freight carrier, we are within our right to take legal action if necessaryAt this time, the buyer has two optionsThey can hand the desk over to the freight carrier when a new appointment is made to return it since it is legally our property, or they can repay for the desk to keep it and we will discount the price from what they originally paidWe want to avoid collections and/or repossession, so we kindly ask the buyer to cooperate in this regard and we will be more than happy to continue to assist them with thisThank You, Pete J, Customer Service Manager, Furniture Creations

Hello, this order was confirmed delivered to the buyer on Fri 10/31/2:pmThe buyer did not email us until Saturday, December 13, 5:PM to report any issuesThey had the bed for a month and a half without issue so whatever damage occurred during use was caused by the buyer or a result of a manufacturer defectIn the interest of customer service, we requested photos so we could attempt to determine if a warranty claim could be filed, which the buyer provided and we are proceeding with a manufacturer warranty claim on their behalfWe provided the order as advertised however, so the buyer is not eligible for a refund of their payment unless the manufacturer determines that to be necessary and since it is over our day policy period and the bed has been in use, they are no longer eligible to return itPer our posted policy: "In the event an issue with a product is determined to be a defect caused by the manufacturing process and not shipping damage, we will submit the details along with required photos of the item to the manufacturer to file a warranty claim on your behalfFurniture Creations is not liable for such defectsThe manufacturer’s decision on the warranty claim is final and Furniture Creations is not responsible for taking any actions outside of that process." The last message we received from [redacted] regarding this claim was on 1/27/and we are actively pursuing this with themWhile we apologize for how long it is taking, as with any warranty / insurance claims process, it takes time and we are just the middle man relaying information between the two parties as it is receivedThe buyer filed a claim with [redacted] on 12/15/2014, which was closed as denied in our favor based on these facts on Saturday, December 20, Despite this, we are proceeding with the warranty claim on the buyer's behalf and when [redacted] gets back to us with a decision, we will be sure to communicate that to the buyer and provide them with the resolution presentedThank You, [redacted] *, Customer Service Manager, Furniture Creations, ###-###-####

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below I still have not heard back from ***, please advise or open a new claim and this one has not been resolved Regards, [redacted] ***

This Tripton Dining Room set is currently available at [redacted] Furniture as I have confirmed It is a popular set and actually available also at numerous other furniture stores and outletsThe fact they said they cannot get is a lie I could get it locally-including [redacted] Furniture- within a few days but the price is higher.This is a pattern for this company and I am not sure what they are up too but what they say is not adding up There are several complaints on [redacted] , as well as Yelp for doing this same thing to several people and those are just the ones that have spoken upThis needs to stop and they must be held accountable for fraudulent activity.I feel they need to honor the contract and should be held liable, again just as a buyer would have repercussions for breaking a contractI expect this company to locate the set as it is indeed available and honor the contract and price

Hello, we are very sorry again for the inconvenienceThe correct bracket was actually sent according to the product sku and part numberWhat we were able to finally determine with [redacted] , is that there was a recent manufacturing change with this table and the bracket was made a little different for the newer modelsWe have been assured by FOA that they do still have some of the other brackets that the buyer needs and are sending them outWe have informed the buyer of this already via email through [redacted] We ask that the buyer please contact us when they are received to confirm that this has been taken care of for themThank You, [redacted] Customer Service Manager, Furniture Creations

Hello, per our posted policy: "Photographic evidence is required for any damage to the item that is in your possession that was not refused at the time of deliveryPhotos need to be received by us within five days from receipt of the order or upon our request, whichever comes firstIf photos are not received in a timely manner for damage or defects, the options available for resolving the issue for you may be limited." We do not manufacture the items and do not knowingly send out anything defectiveIn order to move forward with a manufacturer warranty claim so this can be resolved, the photos are required by [redacted] The item was not damaged in transit so if it is an issue with how the item was made, the manufacturer would be responsible for resolving that by means of a warranty claim we can file on the buyer's behalfThe buyer is not cooperating with us so we can offer no further assistanceTo address other statements made by the buyer within their complaint, the order was not shipped with a "foreign company" and not sure why the buyer even says thatThe order was both shipped and delivered via FedEx # [redacted] The buyer also states that we require inspection of the packageThis is also not trueThe delivery of FedEx shipments does not require inspection at the time of delivery, but freight shipments do and our policy clearly notes this distinctionThe buyer seems simply confused over that aspectThere was no "stern warning" given to the buyerWe requested the required photos and the buyer refused to provide themIn fact, during the time it has taken for the buyer to argue with us about this and file these complaints, they could have taken a photo, sent it to us and this matter would have been resolved by nowShould they choose to continue to refuse to provide the photos, they are welcome to return the order in accordance with our posted policyIn fact the buyer themselves told us they will just send the item back so we provided them with the RMA information on Wednesday, December 10, 9:AMThank You, [redacted] *, Customer Service Manager, Furniture Creations, ###-###-####

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action does not resolve my complaint For your reference, details of the offer I reviewed appear below I read the email which was sent and understand what it said HOWEVER, the shipping/freight company has confirmed that their drivers do NOT wait around until all items are inspected from top to bottom These are huge boxes and per their dispatcher they are NOT to wait for recipients to inspect every package and every inch of every productWhat if sellers of items required [redacted] or [redacted] to wait while every item was inspected and verified non-damaged or non-defective? The fact that this company's delivery policies are incongruent with the freight company's delivery policies is NOT my fault I am the customer, in the middle of this mess, and I have done nothing wrong All of this wasted time and effort, and all I am asking is for the seller to ship me a non-damaged replacement item and pick up the damaged one I have -- which is still in the box and ready to be picked up They should be dealing with their shipping company and working out who is responsible for damaging the item in transit It is a 275lb box and we did not move it so we could NOT have caused any damage The fact that I had to sign a delivery receipt so the driver could leave doesn't change the fact that the product I received was damaged during shipment.This is simply a case of a seller not taking responsibility -- to get an item to a customer in non-damaged condition Regards, [redacted]

Hello, the buyer was emailed a courtesy reminder of our posted policies on Friday, January 2, 7:AMThis states in part regarding the delivery of the freight shipment: "INSPECTION: It is best to completely inspect the contents of each box, regardless of the condition of the outside of the boxCount, open & inspect entire contents BEFORE signing for the shipment! If damage to the boxes, products and / or shortage is observed, note damaged items and / or shortages on the delivery receiptAll freight companies allow a specific amount of time for you to inspect your shipment before the driver leavesThe time limits are based on the total weight of your shipmentIf the driver refuses to wait, then you must call Furniture Creations IMMEDIATELY at ###-###-####When you sign the delivery receipt, it is a legal contract that states that you accepted the product in that condition." When the order was delivered, the buyer accepted it in good condition, free and clear of any issuesThis was two months agoThe buyer only reported some damage to the server after it was already in their possessionPer our posted policy: "Damage that is found after the driver has left and was not notated on the delivery receipt is concealed damageReplacement or repair costs will apply on all concealed damagesIt is your responsibility to inspect the entire shipment before the driver leavesFailure to do so releases Furniture Creations from all liabilityIf concealed damaged is discovered, Furniture Creations must be notified within hoursWe require that all original packaging materials be retainedPhotographs of the outer and inner packaging as well as the damaged product are requiredFree replacements or full refunds are NOT able to be offered for concealed damage." This is standard for all sellers that ship products via freight service since the regulations are directly from the freight carrier tariff termsThey are not responsible for any damage not noted on the delivery receipt at the time of delivery and we cannot file a claim with them as a resultWith regards to the delivery itself, per the email the buyer received with a reminder of our policies and as posted on [redacted] : "Self-Service Curbside Delivery is included for all freight ordersYou will need to carry your items into your home, garage, etcWe recommend that you have someone available to assist you with doing soPlease keep in mind that the freight shipping carrier is not a moving serviceThe driver will assist in lowering the item(s) off the truck in order for you to take possession of the merchandiseMost of our customers have no issues arranging to have a friend or family member assist them with carrying their items into their home, but in the event you are interested, liftgate and first threshold (to front door or garage) delivery service may be available for an additional fee and must be arranged prior to deliveryIf you would like to upgrade to this service, please contact us to determine if it is available in your area and we can provide you with a quote." The buyer was thus made well aware of the shipping/delivery process so there should have been no cause for complaint regarding itIn the interest of customer service as an exception, we are willing to provide the buyer with a partial refund of $toward the repair of the product they ownOtherwise, we can attempt to file a manufacturer defect claim with [redacted] to see if they can assist through their limited one year product warranty if the issues are not shipping damageThe manufacturer is in complete control of the situation in this case with us being the middle man, so any decision made by them would be finalThe fact remains that the detailed instructions for receiving the order were not followed by the buyer, which limits what we can do to resolve this for themPlease let us know if the buyer accepts the partial refund or wishes us to file the warranty claim with CoasterThank You, [redacted] Customer Service Manager, Furniture Creations

Hello, we are very sorry about the situation with this order and the delays with getting it resolved for the buyerWhen parts need to be replaced, regardless of what they are, the request is required to be submitted to the manufacturer since they are the ones that warehouse and process those ordersWe do generally ask that buyers allow 5-business days for the fulfillment of the part request and do everything we can to move that along as quickly as possibleThe buyer was never promised or guaranteed anything since we know we are unable to do so in every caseUltimately, we do not have direct control over the processWe certainly understand the buyer's frustration over the delay with this, especially since it is just a matter of hardware that seems to be a simple fixWe expressed this to the manufacturer who finally did get us the information we needed to get this shipped and we are also in the process of refunding the buyer $as a means of some compensation for the situationThe FedEx tracking number for the shipment of the hardware is [redacted] It may take up to hours for the online tracking to update with a statusWe again sincerely apologize for the situation and that it took as long as it did to resolveThank You, Pete J, Customer Service Manager, Furniture Creations

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below [The company has no provided me with a tracking number or an email stated that the item was shippedI will accept the resolution on this claim only once the correct part has been receivedThis email is the first I am seeing an actual tracking numberI did receive a $credit for the frustration dealing with the missing partHowever, I am still missing the partI hope to have this by Friday as stated in your response from the company] Regards, [redacted] ***

Good afternoon, After reading the customer service reps reply I take back my Veteran commentAfter reading other complaints from customers of this business it seems they don't care about any customer, Veteran or notThis companies claim that I was given an apology is laughableI received a call stating they did not ship my item and I would get a refundI still do not have this refundThe fact that this Business only seemed to care about a frustrated, underwhelmed patron's comment about Veterans tells it allThe fact that I am a Veteran and got horrible treatment makes my comment correctThis Pete Jcharacter is funny to meI only found out the bed wasn't shipped because I called after daysThey had a tracking number and shipping companyAlso, I was told the item was shipped back in March when I calledKeep up the good work Pete JLol

I DID NOT REFUSE TO GIVE THE DESK TO AN CARRIER, ON 6/08/I RECEIVED AN EMAIL FROM STEVLN AT FURNITURE CREATIONS CANCELLING THE PICK UP OF DESKTHE EMAIL STATED THAT WE WILL WAIT FOR THE A TO Z CLAIM DECISION, WHICH AGREED WITH MY RESOLUTION( FULL REFUND AND KEEPING THE PREVIOUS DAMAGED DESK WHICH I REPAIRED)THEIR WAS AN INITIAL A TO Z AGAINST FURNITURE CREATIONS FOR NOT HONORING THE GUARANTEE DELIVERY DATE, WHICH I LOST TIME AND MONEYI OFFER AN SETTLEMENT OF AN PARTIAL REFUND 0F 50% EARLIER BECAUSE I REPAIRED ALL DAMAGED PIECESTHEY REFUSE AND NOW THAT [redacted] IS IN AGREEMENT WITH HOW THEY TREATED AN CONSUMER THEY THREATENING LEGAL ACTIONSI AM DUE MUCH MORE THAN AN DESK I REPAIRED, LOST TIME&MONEY, AND TREATED LIKE CRAPThanks and have an productive day

Hello, this matter has actually already been resolved for the buyer, but I will briefly explain what happenedThe order was shipped under two different tracking numbers ( [redacted] ), but the shipping carrier, [redacted] only delivered the bed under the first one We were unaware of this until the buyer contacted us and additional research was conducted to figure out what happenedIt was determined that the carrier did have the nightstand at their terminal and arrangements were made to have that delivered to the buyer, which they received on 4/14/We also issued the buyer a partial refund in the amount of $as compensation for the inconvenienceWe are very sorry for the confusion caused and are glad the buyer was able to receive their full orderRegards, Pete J, Customer Service Manager, Furniture Creations

Hello, Amazon closed the claim as denied in our favor on Wednesday, October 7, 2015, not because the buyer was to be refunded in full, but because they failed to provide any evidence to support their claim that they tried to cancel the order prior to shipmentWe had substantial factual evidence that proves the order had been shipped before the buyer requested cancellationThe order could not be cancelled as a result of it already being in transit to the buyerThe buyer states: "I never even received the item at my doorstep." This is irrelevant to the fact that the order was shippedThe order was returned back to us based on the buyer's refusal to accept delivery of itThe buyer gave Amazon the authority to mediate this matter by means of the claim and Amazon decided in our favor based on the facts presentedThe buyer's payment has been appropriately refunded in the amount of $520.86, which is in accordance with our posted policy: "Shipment refusals will be treated as a standard return less a 15% restocking fee and all original and return shipping costs." We attempted to discourage a return, knowing how high the fees would be, but the buyer insisted on sending the order back instead of just taking possession of itThat was their decision and we cannot be held responsible for thatThis transaction is considered closed and will not be eligible for consideration againThank You, Pete J, Customer Service Manager, Furniture Creations

Hello, I cannot speak to the phone conversations that may have took place, but I have already explained that the shipping terms and conditions stating the delivery is curbside, were emailed to the buyer through [redacted] on Thursday, 6/4:PMThis is well before the date of delivery when the buyer claims to have first learned about them [redacted] can verify thisThe fact remains that we did our due diligence in not only providing the details of our freight shipping process within our posted policies, but going as far as to reach out and provide a reminder of themThe buyer not having read either of them is not our fault or responsibilityI have attached a screenshot of the portion of the email we sent as additional evidence that this was doneI apologize again for the inconvenience to the buyer, but it was not as a result of anything we did or did not doThe order was being fulfilled as advertisedThe buyer has since been appropriately refunded for this returnRegards, Pete J, Customer Service Manager, Furniture Creations