Furniture Creations

Hello, the purchase date of this order was April 4, 2014 1:48:15 PM PDT. It was shipped via [redacted] #[redacted] and confirmed delivered to the buyer on Tues 4/15/2014 2:02 pm, within [redacted] estimated delivery window of Apr 15, 2014 to Apr 18, 2014. Our posted damage policy clearly...

states: "Damages must be reported within 3 business days from the date that the item was received...We will be unable to offer any assistance after the 3 business day period since there will then be a question of whether the damage occurred after delivery instead of by the carrier during shipment." The buyer's first email to us reporting damage was not until Sunday, August 10, 2014 3:57 PM, nearly four months later. The partial refund offered in the amount of $50 was generous given that we are under no obligation to offer any assistance based on the length of time that has passed that the buyer has had the order in their possession. They are not eligible for a replacement or full refund and we cannot refund them upwards of 50% of the order total for damage reported so late. It is also against [redacted] own policy and they do not allow shipping addresses to be changed so even if part replacements were possible, which they are not, they could not be sent to a different address than the original order was delivered to. We certainly apologize for any inconvenience caused due to the damage found and we would have gladly resolved this hassle free for them had we been informed within our posted policy period. If the buyer does not wish to accept the $50 refund, this transaction is finalized and will not be eligible for further consideration. Thank You, [redacted], Customer Service Manager, Furniture Creations, ###-###-####.

Hello,

We apologize for the issues with the delivery company. According to the online tracking, they have re-scheduled the delivery with the customer for 05/14/14 since Wednesday is the only day of the week that the customer can accept delivery. The online [redacted] tracking number is:...

[redacted] We have also offered a $100 partial refund to keep the order and accept delivery on that day. Would this be a sufficient resolution for you? According to [redacted], the delivery is already rescheduled for today. Please let us know and we can process the partial refund ASAP. Thanks!

Furniture Creations

Internet Sales Dept

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 promised through [redacted] to pick up the package via [redacted], and reneged on this. I sent the pictures of the broken leg. If you are going to re stock broken merchandise you need a new business model. I refuse to pay this fee and I will pursue legal options in small claims court. I have a similar policy which you obviously agreed to by sending the package to me that is I DONT PAY RETURN SHIPPING FOR BROKEN ITEMS SENT TO MY DOOR, NOR DO I PAY RESTOCKING FEES FOR BROKEN ITEMS SENT TO MY DOOR.

Regards,

Hello, we are very sorry again for the inconvenience. The correct bracket was actually sent according to the product sku and part number. What 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 models. We have been assured by FOA that they do still have some of the other brackets that the buyer needs and are sending them out. We 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 them. Thank You, [redacted] Customer Service Manager, Furniture Creations.

Hello, not all of the parts requested by the buyer are replaceable by the manufacturer. We would have no problem having the item picked up via [redacted] with a damage call tag so the buyer can receive a replacement item or full refund. However, the buyer discarded the original packaging which is...

required for us to do so since both it and the original shipping label need to be available per [redacted] so they can pick up the package and a claim can be filed with them for the damage. We thus cannot proceed to resolve this hassle free as we normally would be able to. The buyer waived their right for a return by discarding the original packaging so the only means of resolution at this time is our partial refund offer. The buyer's statement in their complaint of: "Then they stated that I should have sat at home for the 4 days the package was due to ship, and wait for it to be delivered and then make the [redacted] person stay while I counted and went through each part, problem with that was It arrived earlier than expected and I couldn’t sit at home from work for 4 days waiting on the [redacted] person." is false since we never told the buyer this and the delivery inspection process is only required for our freight shipments, which this was not. The buyer has filed a claim through [redacted] for this order and [redacted] has decided on it, instructing the buyer to return the order to us if they wish to receive a full refund. We again cannot facilitate a return without the original packaging, but the buyer is welcome to repackage it and send it back. Thank You, [redacted], Customer Service Manager, Furniture Creations, [redacted].

I DID NOT REFUSE TO GIVE THE DESK TO AN CARRIER, ON  6/08/2016 I RECEIVED AN EMAIL FROM STEVLN AT FURNITURE CREATIONS CANCELLING THE PICK UP OF DESK. THE 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 MONEY. I OFFER AN SETTLEMENT OF AN PARTIAL REFUND 0F 50% EARLIER BECAUSE I REPAIRED ALL 15 DAMAGED PIECES. THEY REFUSE AND NOW THAT [redacted] IS IN AGREEMENT WITH HOW THEY TREATED AN CONSUMER THEY THREATENING LEGAL ACTIONS. I AM DUE MUCH MORE THAN AN DESK I REPAIRED, LOST TIME&MONEY, AND TREATED LIKE CRAP. Thanks and have an productive day.

Hello, the buyer's response contradicts itself since they state they did not get the tracking, but at the same time saying they received the tracking. We obviously provided it within our previous response of [redacted] #[redacted]. We are confused why this matter is not considered resolved by the buyer as a result since the buyer will be receiving the replacement part tomorrow, 4/10 as the online tracking information states. There is no further information we can provide since there is nothing else to give. We have confirmed the shipment of the replacement part and when it is delivered tomorrow, the matter will be finalized and closed. We apologize again for the inconvenience. Thank You, [redacted], Customer Service Manager, Furniture Creations.

[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.]

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]

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.

Regards,

I purchased a couch and love seat from Furniture Creations last July. Upon receiving the couches the delivery truck blocked the entrance to my street as well as the adjoining road. I looked at the couches quickly as to unblock both of the streets, and signed the delivery papers that say "sign here stating the the delivery was made in good state with packaging in tact. Which it was, and no major defect was immediately apparent. Upon further review I found that there were two large holes in the fabric as well as the frame being broken on the back of the larger couch. The structural integrity is most definitely compromised. I contacted the company within 20 minutes of receiving the damaged property to let them know about the issue. After months of deliberation and refusal to cooperate I was finally given the option to pay for return shipping, of $200 as well as a 15% restocking fee, or they could give me a $120 refund to fix the problem. When I explained to them that the damage could not be fixed for this amount of money they said there was nothing else they could do. For all I know I was sent a defective couch from the beginning and then they make it nearly impossible to return. I still have not received the money back, and have not heard back from the company after multiple emails. If you are reading this, DO NOT, do business with this company.

Review: Product advertised on [redacted] was to come with brown baskets. Instead item came with white baskets.

Order: January 29, 2015

Reported: February 9, 2015

Order [redacted]

It has been nearly two weeks since receiving correct product. Replacement basket arrived today (February 26, 2015), but they are still the wrong color. Problem still not resolved.Desired Settlement: I want the brown baskets, as advertised, that are to come with the package. Customer service has been slow to non-existent since my last inquiry (February 18, 2015). I made my final inquiry today before filing a complaint with the Revdex.com.

Business

Response:

Hello, the buyer never communicated anything to us about the replacements being incorrect so we have no way of knowing. They are sent directly from the manufacturer so we are the middle man and just submit the request for fulfillment by [redacted] warehouse. Photos of the newly received baskets are required to be provided by the buyer as evidence that they are not correct. A photo of both the replacement and original baskets together is required so Coaster can confirm and correct the situation caused by their company. We are willing to work with the buyer toward a resolution, but cannot do so if it is not communicated to us. Please have the buyer email the required photos to us within the next three business days so they can be submitted to Coaster in order for this to proceed forward. Thank You, [redacted], Customer Service Manager, Furniture Creations, ###-###-####.

Review: I ordered an executive desk with credenza and hutch through [redacted].com. paid around $2600 for the entire set. the two desktops (desk and credenza) were damaged upon arrival. seller states that I did not report. however, their policy states that I can write "Subject to Inspection" on invoice. I wrote "Pending Inspection" because the freight driver dropped the two boxes BEFORE he even got them off the truck. Seller says their policy is that items must be inspected upon delivery but their policy CLEARLY states that Subject to Inspection can be written on invoice. item arrived in five VERY large boxes. it took 3 of us to unpack in about 4 hours. I doubt the driver would have waited for us to do that. Now seller only wants to offer 10% refund. the desktop is visibly damaged and 10% will not fix it. I offered to accept replacement parts and keep the desk but I feel seller is trying to wash their hands of this yet their policy states that I can report damages discovered while unpacking. it is unreasonable to think that five boxes (total weight close to 1000lbs) can be inspected immediately upon arrival. I reported the damage to seller less than 3 days after receipt.Desired Settlement: I would just like my desk to be the way it should be. only two corners are damaged (one in the desk top and one in the credenza). I would even accept a repair (at seller's expense) and would accept their 10% refund if I thought that would cover the repair.

Business

Response:

Hello, this buyer was emailed a courtesy reminder of our shipping policy on Monday, May 19, 2014 4:38 PM. We also spoke with them on the phone on 5/20 and reviewed this information with them at that time. The buyer understood and agreed to the terms of this policy with regards to their order. This policy (see attached screenshot) states: "Always inspect your shipment BEFORE signing for it...It is best to completely inspect the contents of each box, regardless of the condition of the outside of the box...If opening the boxes is not possible at the time delivery is received, it is best to notate 'Subject to Inspection' regardless of the condition of the box(es)...If the driver will not permit inspection of the items, contact us IMMEDIATELY at ###-###-#### and note on the delivery receipt that the driver would not wait so the merchandise could be inspected, also noting 'Subject to Inspection'. This is very important because once you have signed for your shipment without any additional comments; it is your responsibility if damage is found later...When you sign the delivery receipt, it is a legal contract that states that you accepted the product in that condition. Please thus take the time to follow these instructions that are provided for your protection." The buyer states that they wrote 'Pending Inspection' on the delivery receipt, which we have confirmed they did, but that is not what they were instructed to write. They were first instructed to call us 'IMMEDIATELY' if the driver would not allow inspection, which they never did and they were told to write 'Subject to Inspection', which they did not do. The specific wording was made clear at least three times within this information and does make a difference with how the situation is able to be handled. The fact remains that the buyer failed to follow these instructions even though they were very well aware of them. In the interest of customer service, we offered a partial refund of 10% and even increased it to 15% of the purchase price, which comes to nearly $400, which is a substantial amount of money for us to offer when we are under no obligation to provide any assistance since the buyer did not adhere to our policy. This offer is not available indefinitely. A claim the buyer opened through [redacted] was represented with this information on 6/13 and the buyer was given three business days to let us know if they accept the refund offer or not. Today is the final day before that offer expires tomorrow so we would need to know their decision. Otherwise, they are welcome to return the order at their expense in accordance with our 30-day return policy. Please have them send it to the following address in the original packaging with the RMA number as shown: Furniture Creations, RMA #[redacted], [redacted]. They are required to provide us with the tracking information so we know when to expect the items. Their refund will be issued in accordance with our return policy once the order is received back within 30 days after it was delivered. We will waive the restocking fee for them as a courtesy. Thank You, [redacted], Claim Specialist, Furniture Creations, ###-###-####.

Review: I am wanting to replace items damaged in shipment. I am told unless I have original boxes then this cannot be facilitated. I am also told it will take a month to replace items, and my items need to be shipped to them before replacement can be started. I sent pictures of items damaged and this should be enough to begin the process.

I am and should be considered a valued customer. Good faith should be a common practice and the pieces which I need replaced should be sent immediately. I will also send back their pieces which are damaged and made of poor quality standards which will not properly assemble into said items but I do not have the 'box' they require.Desired Settlement: I want a new table top. I want a new bar top, and the bottom slat piece which fits into the chair with poorly constructed dowels. A total of 3 pieces.

Business

Response:

Hello, the buyer first claims in their emails that we never responded to their messages to us, but that is simply not the case. They initially emailed us on Wednesday, May 28, 2014 11:00 AM & 11:04 AM and we responded on Wednesday, May 28, 2014 5:18 PM. They emailed again on Thursday, May 29, 2014 7:51 PM and we responded on Friday, May 30, 2014 1:19 PM. Their last email to us was Tuesday, June 3, 2014 6:43 AM and we responded to that on Tuesday, June 3, 2014 4:19 PM. This is all recorded as evidence within [redacted]'s message system which the buyer can see directly through their account. Our last email to them on 6/3 let them know we could "send a parts request to the manufacturer to have them replace that part of your table set. If you would prefer I can arrange to have [redacted] pick up the package from you for a replacement or refund. Please let me know how you would like to proceed." The buyer never responded and opened this case instead. In order for the entire set to be picked up with a damage call tag, the original packaging is required per [redacted] so that is no longer an option. We have no problem requesting part replacements, but that can take some time because of having to rely on the manufacturer to get them to us first. The damaged parts do not need to be sent back to us. We can thus order the replacement parts, which can take up to three weeks to receive and ship out, or we can offer the buyer a partial refund in the amount of $50 to keep and repair the set as is. Please let us know how the buyer wishes to proceed. Thank You, [redacted], Claim Specialist, Furniture Creations, ###-###-####.

Consumer

Response:

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,

Review: I bought a bed frame from this company. After the assembly, I noticed that the drawers were defective, and didn't work properly. The headboard of the bed was made of a very cheap material, which came to brake at the same night. The boards that hold the mattress, were very weak and did not have the right support to hold my mattress, causing the same to sink in the center because the boards were bending. I tried several times to resolve the issue with the company, and they keep pushing me around. I sent several pictures at their request. They did not accept the return because they said I didn't have the original box of the shipping. This would be impossible, because it was a paper box, and already came damaged from the shipment. Once you open this huge king size bed frame, you can't put it back in the box. The issues was only visible after the assembly. Very trick. Literally, they just blow me off and one of the Managers that I spoke over the phone just said that I need to live with it, and there's nothing they can do. Their excuse was that they need to contact the manufacturer and they will resolve, but that never happened. Since, I am tired of waiting, and after spending almost $600, I decided to try Revdex.com to resolve this. I still don't have a bed frame and I lost my money. My mattress is in the floor, until I can afford another bed frame. That's very frustrating.Desired Settlement: They can replace this bed for another one with the same value, or they can give my money back. I offered this two options to the company but they did not agreed.

Business

Response:

Hello, this order was confirmed delivered on 06/10/2015 13:30 PT. On 6/30, 3 weeks after the order was delivered to the customer, we received an email stating that he was experiencing some assembly issues and that the headboard had broken after use. Although all damages are required to be reported to us within 3 business days of receiving the item as outlined in our damage policy, in the interest of customer service, we decided to proceed with assisting the customer. We responded and requested photos of the damage so that we had a better idea of how to proceed. After the photos were received, the customer added that the slats to the bed were "weak", causing his mattress to bow. He also mentioned multiple times of his dissatisfaction with the overall quality of the bed and that he had no interest at all in keeping it. The customer was offered brand new slats as well as new drawer glides that would fix the assembly issue with his drawer and the bowing of the current slats. We had also offered the customer a $100.00 partial refund for the damage to the headboard since it is not a replaceable part by the manufacturer. The customer quickly declined this offer and again expressed his dissatisfaction with the quality of the bed and that he feels we have not been trying to assist him properly. As it stands, we have offered the customer resolution for every issue reported, and he has insistently declined them all. We in fact did everything that we could to assist the customer. We had offered a partial refund for the damage to the headboard, although the buyer admits it was damaged after they used it and was not damage when received. In addition to that, we had offered to send him brand new slats and drawer glides, all of which could fix the issues reported. We would have made an exception to our return policy to permit it despite the fact that they had already assembled, used and damaged the bed, but they no longer have the original packaging which voids the return option. Our posted policy states: "Items must be received back at our warehouse in their original packaging, in new, unused condition. Any and all related parts and assembly instructions received must be included with the item. Furniture Creations cannot provide additional packaging material, disassemble service, nor can it assist in repackaging of any item. All returns MUST BE IN ORIGINAL PACKAGING OR WILL NOT BE ACCEPTED. Products received as knocked down requiring assembly that you, the buyer have already put together are not eligible for return since doing so voids these terms and conditions and it is no longer considered unused or salable." As the Customer Service Manager, I do not recall ever speaking to this buyer, but would have never told them to just "live with it" so I do not know where they are getting that from. It is not true regardless, since as explained, we offered replacement parts and a generous partial refund that was denied. The buyer filed a claim against the order through [redacted] on 7/7 that was closed on 7/15 as denied in our favor based on these facts presented. We are truly sorry for any issues the buyer experienced, but we went above and beyond to assist them and that was refused. Since it is now over a month later and over two months since the buyer received the order, in addition to the fact that they gave permission to [redacted] to mediate on this matter and they made their decision, the previously proposed means of resolution have expired and the buyer is not eligible for a refund of their payment as a result. Had the buyer cooperated from the beginning and willing to work with us within the options available at the time, they would have the replacement parts and the $100 partial refund already. This transaction is thus closed and will not be eligible for further consideration. Thank You, [redacted], Customer Service Manager, Furniture Creations.

I am another dissatisfied [redacted] customer. I ordered their 4 Bermuda Gaming Chairs manufactured by [redacted] sold by Furniture Creations. I discovered manufacturer defects in 3 out of the 4 chairs. Mostly the arms were separating where the manufacturer glued them. One chair was leaning to the side so bad I doubt anyone will be able to safely use it. They have a 'not so clear' policy to return items within 3 days of receipt. The policy is located on the seller's page and not on the item page. That was practically impossible in this case. I had to assemble the 4 chairs and then use them to discover the defects. It was within 2 weeks that I discovered everything (not unreasonable). They offered to send me arms to replace the defective arms. I would have taken them up on that offer had it only been one chair and only been the arms. It was 3 out of 4 chairs! At that point I just wanted to return these items, get my money back, and shop for something different. Both Furniture Creations and [redacted] refused to offer that as an option in this case. I have never complained about anything I have bought on [redacted]. I felt in this case it was clearly a case of the vendor not standing behind the products they are selling in addition to taking advantage of the mail order nature of the business. I think had it been a local transaction this would have been blatantly obvious and there would have been no question about a refund. My advice to anyone doing business with this company is to stay away from their mail order side of things. After I had this experience I started noticing lots of other complaints scattered around the websphere. I just wish I had seen those reviews prior to doing business with them. As for the chairs... I'll be going to [redacted] directly to see what can be done. I may end up with a little glue and a lot of care to use these chairs for the future.

ABSOLUTELY DO NOT BUY FROM THIS COMPANY!!!!!

My wife ordered a dining room set on [redacted] from this company for $1,200.00 and the table was damaged when received. We contacted [redacted] regarding the damaged product and they contacted the seller for us. The response was fast and they asked us for pictures of the damaged product, also asking if the receipt noted that the product was damaged or not. We sent the pics they requested and pics of the box the table was in. The box was in perfect condition so when the table was delivered I had no reason to open the box and check the table out. Therefore, the receipt did not list a damaged product. Furniture Creations solution was to offer us a 15% refund. ARE YOU SERIOUS!!! We asked them what good is 15% and stuck with a damaged table. We told them we loved the chairs and still wanted their product. We just wanted a replacement table. Then their response was giving us 20% refund. AGAIN, ARE YOU SERIOUS!!! They told us without the receipt noting a damaged product they could not pinpoint where the damaged occurred and per their policy they could not replace the table. IF THE PRODUCT WAS DAMAGED AND NOTED ON THE RECEIPT I WOULD HAVE TOLD THE DRIVER TO LOAD IT BACK UP AND SEND IT BACK!!!!! WHY WOULD I SIGN FOR A DAMAGED PRODUCT!!!! [redacted] has been monitoring our emails with Furniture creations and have now submitted a claim on our behalf. [redacted] told us that if Furniture Creations does not resolve the issue then [redacted] will refund us our money and will remove Furniture Creations from being a seller on [redacted]. Appears [redacted] cares about customer satisfaction and is going above and beyond to keep us buying from them. Cant say the same thing for Furniture Creation.

Review: First of all the delivery company gave us a delivery window of 1-5 and they showed up at 7ishpm. They guys wouldn't help my husband bring the table we purchased in the house. The box looked good, we opened it and the furniture is damaged. The company is telling us they will not return it because we didn't write on the delivery paper it's damaged. We tried to explain because the box was NOT damaged. Steyvn basically said too bad so sad you should have opened all of the contents before signing. [redacted]. Who does that? The company is a bunch of [redacted]! $577 table.Desired Settlement: I want to return this damaged item for a FULL refund!!!

Business

Response:

Hello, first I would like to apologize for the inconvenience caused by the freight carrier arriving slightly later than scheduled as well as any damage to the order caused during shipping transit. All of our policies are posted within our Amazon Storefront. As a courtesy, knowing that not all buyers read them, we also emailed a condensed version to this buyer on Monday, October 12, 2015 3:59 PM, which was well in advance of the delivery on 10/21/2015 19:00 PT. The buyer is complaining about the driver not helping to bring the table in the house. However, that is not their job as is explained in the email the buyer received and presumably read: "This order will be shipped to the address provided on your Amazon order via Self-Service Curbside Delivery. This means that it will be brought to your curb in front of your home by one driver...The person delivering your item is not a full service mover and this delivery will be different than if you were purchasing from a local furniture store. So you may want to call up a friend or family member to help you bring the item into your home." There should have thus been no surprise when the order was delivered as advertised. the buyer also states that the box looked good and did not inspect contents until after delivery. However, our policy the buyer was again well aware of states: "We need you to completely inspect the contents of each box and make sure all the boxes are there." The "contents" are the products themselves, not just the outside of the boxes. The policy instructions go on to state: "Bottom line is that it is VERY IMPORTANT that the freight be inspected before you sign the delivery receipt. By signing the receipt and accepting the shipment, you are releasing the freight company of any liability for damages that are not reported on the receipt at the time of delivery. It is not the driver's responsibility to inspect and verbally stating there is damage instead of writing it on the receipt will not cover you." The fact remains that the buyer did not follow these instructions and our options for resolving the matter after the fact were limited as a result. We have been nothing but professional with the buyer, but their communication with us has been derogatory, crude and consistently containing obscene language just like their comment to the Revdex.com. There is relatively minor damage to one corner of the item that we offered a $60 partial refund for. Given the fact that we cannot file a damage claim with the freight carrier due to the damage not being noted on the signed document, that is a more than generous means of compensation so the buyer does not have to go through the hassle of a return, which will ultimately cost them more money. The buyer refused the refund and filed a claim against the order with Amazon through which we will be providing the same facts. I can certainly authorize an increase of the partial refund offer to $100 if that helps the buyer. Otherwise, the only other means of resolving this as Amazon will also tell them, is a return of the order to us, which the buyer would be responsible for the original outbound and return shipping charges. I will waive the restocking fee as an exception. Thank You, [redacted], Customer Service Manager, Furniture Creations.

Consumer

Response:

I NEVER said I expected them to move my furniture I was simply stating how did you expect them to STAND around while we took our time opening a package. That's RIDICULOUS! So they are saying I was supposed to open that big box of furniture and pull everything out while they stood outside and waited. That's the biggest load of crap I've ever heard. No this store packed it and SHIPPED it damaged. It wasn't damaged in transit! -[redacted]

Business

Response:

Hello, we do not ship out our products in already damaged condition. There are instances where manufacturer defects are not uncovered until a later time, but this is a clear case of shipping damage. Since 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 forward. Amazon will mediate and determine the outcome based on the facts as we have presented them. This server does not come in several pieces so a quick thorough inspection would have been possible. The nature of the damage is relatively minor and repairable as shown within the photo attached that the buyer provided us with. Our $100 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 policy. No further discussion by means of this case is necessary since it has been thoroughly represented. Thank You, [redacted], Customer Service Manager, Furniture Creations.

I purchased a Coaster dining table from furniture creations website on or around January 10th. I read their shipping policy and made appropriate arrangements, delivery when I was home and friends to bring it in. I waited all day for they delivery, finally called the company to be told they would not be delivering the table that Monday as I had arranged bur the Thursday. I had to get loud and obnoxious to have the table delivered that night. I got the table between 9pm and 10pm. I assembled the furniture and as soon as my 40lbs 4 year old son sat on the bench it broke. I immediately took pictures and sent to furniture creations. They have claimed to have ordered a replacement from the manufacturer, Coaster. They even gave me a tracking number. The tracking number indicates a label was printed but nothing else. It has been over a week since I got the tracking number and nothing. I keep calling furniture creations who keeps saying they will investigate what happened and call me back. It is March, I ordered this table in January, received it February 1st, reported the damage the same day, received the tracking number on February 26th, and as of today still have a broken bench. I don't care how polite the customer service representatives are, it does not make up for the lack of efficiency. I called again today, to have the rep say she will call me back. I gave her two hours then called back. She got tired of waiting on hold when she called the manufacturer, so she emaiked and will call me when she hwars from them. IT IS MARCH.....I am tired of waiting for a bench. Proper customer service would ensure that I had my replacement bench the same month I reported it broken. II am beginning to feel as if I have been scammed.

I purchased a piece of furniture from this vendor and when It arrived to my location the piece was damaged. I refused to accept the piece and contacted the vendor via email.
After sending in all of the information they requested I was wondering where my refund was.
It turned out that they have a system in place that prevents the customer from getting the refund back until the purchase is back at their site. This is ok but I had to call them and ask them to check on my refund for 3 days straight just for them to figure out that my purchase was some how sitting collecting dust in a warehouse somewhere and had not been shipped back to them.
After this was figured out by me calling them I was told that the refund was going to be pushed through without having to have the merchandise there because I never had it. That's was a lie because when I called them today I was told the they received the merchandise back and my refund can now be processed.
I requested my money back from them on Sept 10th 2014. If I wouldn't have called them who knows how long my money would have been collecting dust in a warehouse somewhere.

Review: I ordered a california king bed frame by mistake instead of a normal king bed frame. I noticed this when the packages were delivered so I did not open the boxes. I contacted FurnitureCreations.com immediately to either exchange or return the item. They stated they do not do exchanges and I would have to do a return.

Returns cost: 15% restocking fee + original shipping (even if free shipping) + return shipping + pallet fee for freight

I understand this and they pretty much just sent me a label to add to the package and I would have to ship it through a courier. The rates through fedex, UPS, and conway were over $800 to ship the item back and I paid $650 for the bed frame. I called and explained this to a manager at Furniture Creations and he said Stephen would get a shipping quote and contact me back that evening. That followup never happened.

I know Furniture Creations did not pay $800 to ship to me so I need their assistance to do a refund shipping but they are not helping. I kept one piece of my order so they already made some money off me but they are not assisting me with the return process.Desired Settlement: I would like the original shipping rate emailed to me with a return shipping contact set up so I can confirm this and return the item I cannot use.

Business

Response:

Hello, the buyer admittedly purchased the wrong item and admits doing so. We are still well within our standard 30-day return policy period and have been working to assist the buyer with the return. We are not to blame for the buyer ordering the incorrect size bed so have not done anything wrong. We have obtained a return quote through Estes Freight for $148.05 that we emailed the buyer. It is up to them to decide if they want to proceed with the return or not. If so, we can provide them with a return label so they can arrange to have the freight carrier pick it up from them. They have already been provided with the RMA information otherwise if they wish to proceed on their own. The buyer is not eligible for any refund of their payment if the bed is not returned and even then, it falls under our policy where it states: "If you are not satisfied with your purchase within the first 30 days after you receive your order, you can return it for a refund of your original purchase price, less a 15% restocking fee and all original and return shipping costs." The buyer filed a claim through Amazon against this order which was closed as "Buyer claim denied" on Friday, February 6, 2015 based on these facts. We will await the buyer's response to the return quote. Thank You, [redacted]