Furniture Creations

Review: The delivery team messed up the delivery date, showed up at the wrong time, lied to me, then the "office" says they will call me back with delivery time.

They never called me, now Furniture Creations wants to charge me a 15% re-stocking fee because they missed the delivery date?Desired Settlement: Complete refund of $1229.76 for a product you never delivered.

Business

Response:

Hello, the buyer was emailed a courtesy reminder of our posted policies on Thursday, September 25, 2014 11:15 AM. This states regarding freight shipments: "Delivery appointments are required and scheduled directly between buyer and carrier if being brought to a home residence. While everything will be done to accommodate your schedule, the delivery can only be arranged based on the carrier's hours of operation and availability, generally Monday – Friday. The carrier will often provide an estimated 4 hour window of time for the day / date selected and can typically on request; call you within an hour prior to arrival if you need to meet them at the delivery location." The buyer scheduled delivery with the buyer for 10/14, which was their choice based on the available days presented to them. The buyer was not present when the carrier arrived to deliver the order twice on the same day. The second time was when the carrier made an exception to return at a later time when the buyer told them they could not meet them on the original attempt. The buyer said they wanted to cancel the order and have it returned since they refused to be there to sign for it, which is required for freight shipments. The buyer was well aware of the time frame the carrier would arrive and refused to accept delivery after agreeing to the scheduled date and time. They also ceased communication with the carrier who attempted to make other arrangements for the buyer in an effort to still deliver the order so they would not have to return it. The buyer still refused and the order was returned to us in accordance with our posted policy: "Shipment refusals will be treated as a standard return less a 15% restocking fee and all return shipping costs." The buyer's payment was appropriately refunded minus the 15% restocking fee and $126.42 return shipping charges. The buyer had opened a claim against this order for the same reason and was just closed by [redacted] in our favor based on these facts. This matter is considered closed and the buyer is not eligible for further refund. Thank You, [redacted], Customer Service Manager, Furniture Creations, ###-###-####.

Review: I ordered a bed from this company through [redacted] on 5/21, filed a complaint with [redacted] on 6/12 and as of 6/28 I still do not have the product nor a refund. I have contacted this company directly and found their customer service skills are awful. [redacted] has requested that they process a refund, which has not been done yet either.Desired Settlement: I bought this bed for my daughter who has outgrown her crib, now I am without a bed nor the money for a bed, refund my money today so I can go to a local store and not deal with someone across the country who could careless about me and my problems.

Business

Response:

Hello, this buyer was emailed a courtesy reminder of our shipping policy on Friday, May 23, 2014 5:01 PM. We also called the buyer at the phone number provided with their order to review this information in person on 5/25. We had to leave a message at 10:16 AM since there was no answer and the buyer never returned our call. Regardless, the buyer was well aware of the policy where it states: "Freight deliveries are scheduled directly between buyer and carrier if being brought to a home residence. While everything will be done to accommodate your schedule, the delivery can only be arranged based on the carrier's hours of operation and availability...If the carrier cannot reach you and your order cannot be delivered, you may be responsible for all freight charges associated with returning the merchandise back to our facility along with a 15% restocking fee for the return of the order. Please thus be sure we have any and all correct contact information for you...If you are unable to be successfully contacted to schedule delivery within two days once the local freight carrier is in possession of your order, daily storage fees will begin to be charged that you will be responsible for paying us before the order can be delivered to you...If the order is returned to us due to the inability to schedule delivery, a refund will be issued in accordance with our posted return policy and any applicable storage charges will be deducted from your refund." We did call the buyer in response to a message they left us, but again had to leave a message for them and no one returned our call. The buyer emailed us on Thursday, June 12, 2014 7:25 PM to inquire about the status of delivery and we responded providing them with the carrier contact information so they could get in touch with them directly which is required for freight shipments. The carrier had already called the buyer and left messages attempting to schedule delivery and no one ever called them back. The buyer then became upset with us and used obscene language in their emails and on the phone when they were the ones that were not communicating as necessary. Any delay with regards to the delivery of the order is thus the responsibility of the buyer in this case. The buyer even indicated that they were refusing to accept the order. However, they accepted delivery of the order on 6/25 and signed for all four boxes on the delivery receipt, which is attached within this response. The only notation on the receipt was that a box was open and they needed to inspect. The buyer never indicated that any of the four boxes were not included with the delivery until after the driver left. The buyer called us after the fact and claimed that they only received one box even though they signed acceptance of all four. We let them know we would have to confirm this with the freight carrier, which we did not hear back from until today. The carrier did find the other three boxes in their possession and are sending them back to us. The buyer's payment was refunded, but they are still responsible for returning the box they accepted to us since they are now in possession of our merchandise. Please have them send it to the following address in the original packaging with the [redacted] number as shown: Furniture Creations, [redacted] #[redacted]. Please provide us with the tracking information so we know when to expect the item. The facts in this case remain to be that the buyer caused this situation by initially not communicating with the carrier to schedule the delivery, then by signing for the entire shipment when only one box was actually accepted. In neither case were we at fault as can be proven. We look forward to hearing back with the return tracking information for our bed trundle. Thank You, [redacted], Claim Specialist, Furniture Creations, [redacted].

Review: Furniture Creations shipped me a table that was missing two pieces for the chairs. I cannot put the chairs together without these two pieces. This table was ordered in November and I have yet to receive a complete set. I have tried working with their customer service only to get excuse after excuse. I paid over $1,100.00 for a table and I am missing two chairs. This vendor has several reviews of the same nature on their website.Desired Settlement: I would like the two pieces I have contacted the vendor for to be replaced immediately.

Business

Response:

Hello, I am very sorry for the inconvenience caused by this situation. Since 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 inventory. The buyer reported the issue to us on Wednesday, December 9, 2015 6:47 PM. We responded to them on Thursday, December 10, 2015 8:08 AM and immediately entered the replacement request with the manufacturer, Furniture of America that same day. It does generally take about 7-10 business days for the parts to be sent out and the buyer was informed of this. As 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 factor. The manufacturer did prepare the parts for shipment with [redacted] tracking #[redacted], which is expected to be updated today once the label has been scanned in. Again, 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 week. Thank You, Pete J, Customer Service Manager, Furniture Creations.

Consumer

Response:

This is not a valid tracking ID. This complaint will be resolved when I receive the correct parts at my front door.

Business

Response:

Hello, I can certainly understand the concern with the tracking. I can assure you that it is valid. The package has been ready at the manufacturer's warehouse along with several others we provided shipping labels for. When [redacted] attempted to pick up the packages on Friday of last week, they were turned away by construction crews in that area. I just personally spoke with the manufacturer regarding this and they assured me that this would not be the case today and the [redacted] trailer would be picked up and the label on the replacement package scanned into the system so the tracking shows an updated status. This will not be till later on this afternoon or perhaps tomorrow morning, but this is being resolved and the information received is accurate. I apologize again for the issue and inconvenience caused. Thank You, Pete J, Customer Service Manager, Furniture Creations.

Review: This company delivered a chair that was split in half. I sent them pics. They want me to pay for return shipping which is $40.Desired Settlement: The company send me a prepaid return label.

Business

Response:

Hello, we are already in the process of resolving this matter for the buyer with replacement parts. The buyer has been made aware of the required time frame for the manufacturer to process and fulfill such a request. The buyer opened a claim against the order with [redacted]. By doing so, they gave [redacted] the authority to mediate on their behalf to get the situation resolved. [redacted] decided on the claim instructing us to have the buyer return the order to us for a refund. We informed the buyer: "although we are working to resolve this for you by other means and you are not required to return the order, per [redacted]'s instructions below in accordance with their decision of the claim you opened, we are providing you with the following return authorization". We are confused by their submitting this complaint knowing we have been assisting them. If they are not happy with [redacted]'s decision of the claim, they are welcome to close it while we work to get the replacement part to them as quickly as possible. Thank You, [redacted], Customer Service Manager, Furniture Creations, ###-###-####.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted]. As [redacted] decided the matter in my favor, the issue is closed.

Regards,

Review: My husband and I purchased a Coaster table through Amazon and purchased 2 sets of Coaster chairs from Furniture Creations. Unfortunately, the table was damaged ( the wood was cracked and hanging from the table when it was delivered to our residence). Simultaneously, the chairs were delivered which were too high for the table and furthermore, the chairs were unstable due to the poor quality. Since the table was damaged and the chairs were too high and unstable, we did not want this set and returned it. While Amazon will refund our money for the table, Furniture Creations will not. We paid extra for packing material and additional money to have the chairs shipped via UPS. Please advise if there is anything that can be done to resolve this issue.Desired Settlement: We would like a full refund for the chairs.

Business

Response:

Hello, while we are very sorry to hear that this customer's table arrived damaged, she did not purchase it from us. She only bought the chairs from our company that were received undamaged and as described. The instability of the chairs claimed by the buyer is an issue that is generally caused during the assembly process and can be easily remedied. The buyer requested a return of the chairs after they had assembled them and discarded the packaging. Our posted return policy states: "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." The buyer was thus no longer eligible to return the chairs and was told this on several occasions. We are not sure why they still proceeded to pay additional money to ship and pack the chairs when they were well aware that they were not authorized to do so. They let us know the chairs were shipped back on 10/23 and were asking if we received them back on 10/28. This is only three business days and shipping transit from MD to AZ via UPS is generally at least five business days. If and when the chairs are received back or accepted, they will be inspected and refund amount assessed accordingly. Thank You, Pete J, Customer Service Manager, Furniture Creations.

Consumer

Response:

We disagree with the response that we received from Furniture Creations as it contains inaccurate information. As far as the instability of the chairs, the instability of the chairs were not caused by the assembly process simply because the holes for the chairs are prefabricated therefore we only had to insert the screws in the chair per the directions. In addition to the instability of the chairs, they were also too high for the table that we purchased through Amazon. The chairs that we purchased through Amazon were the recommended chairs for that particular table. We received the chairs prior to the table being delivered and we assembled them upon receipt of delivery. Subsequently when we received our table, we noticed that the chairs were too tall for the table and our table was damaged (the table was purchased from Amazon). We made an offer to purchase another table and chair set that was more expensive then our first purchase and Furniture Creations was not willing to accept our offer. As far as the packaging goes, we did not request them to repack our chairs. We purchased materials to repack the chairs ourselves. On October 28th, we shipped the package to Furniture Creations because we received an email from Amazon which stated that Furniture Creations would accept the chairs. Furniture Creations asked us to include the return number in order for the items to be accepted. (Order number [redacted]as previously willing to accept the return of our chairs, we shipped them, and then we were notified via email from Amazon that they will not refund our money. At this point, we have no chairs, no table, and they are also trying to keep our money. We have kept our emails which contains Furniture Creations willingness to accept our chairs and the email after our chairs were shipped stating that they will not refund our money. We strongly feel that this company has taken advantage of us and we are demanding a full refund of our money.

Business

Response:

Hello, we initially authorized the return when requested by the customer since we were under the impression it was a standard return that qualified under our policy requirements. It was only after that we were notified by the customer that the original packaging was no longer available and the chairs had been assembled. The customer was then informed that the order was no longer eligible for return based on these facts. The customer took it upon themselves to ignore that and allegedly send the chairs back to us anyway. We have no record of them being received at our warehouse and we have requested return tracking information from the customer that they have failed to provide. There is thus no evidence the chairs were returned or received. As stated previously, if/when the chairs are received back or accepted since they were returned in violation of our policy, they will be inspected and a refund amount assessed based on condition and considerations to the order not being eligible for return to begin with. We cannot do anything without the products however, which again, the customer has not provided any supporting documentation or details to prove they were returned. Again, the relationship between the chairs and the table the buyer purchased from a different seller has nothing to do with us. We fulfilled the order we received as advertised and can only address the chairs, which were not defective or eligible for return. This transaction is closed and not eligible for further consideration. Thank You, Pete J, Customer Service Manager, Furniture Creations.

Review: I ordered chairs from Furniture Creations I was not satisfied with the chairs I wanted to return them. I ordered thru [redacted]. I was told to send pictures of the chairs by FC so I could get a pre paid mailing label. I explained to them the chairs was still in the box. So I was told this was the only way to get a prepaid mailing label so I put one chair out set pic then I wss told they never received pictures and if I wanted to return chairs I needed to pay for the shipping and they are gonna charge 20% restocking fee. There are several bad review about this comoanyDesired Settlement: $151.00 charged to my [redacted] account refunde back to the card

Business

Response:

Hello, the buyer submitted a return request with "Return reason: Different from website description" on Friday, May 16, 2014 7:12 PM. The buyer did not provide us with any specific reason other than that so on Saturday, May 17, 2014 2:27 PM we asked for photos of the items received to see how they were different and confirm the buyer received what they ordered. The buyer responded the next day stating she was not going to send photos and just wanted to return the chairs. The buyer continued to insist on returning the chairs without providing any evidence there is anything wrong with them. We thus authorized the return on Tuesday, May 20, 2014 8:24 AM providing the return address of "Furniture Creations, RMA#: [redacted], [redacted]". On Wednesday, May 21, 2014 9:28 AM the buyer emailed stating "There are no photos chairs were never put together I just know They are not what I expected." The buyer admits that there is nothing materially different with the chairs, they just changed their mind based on their expectations. The chairs sent were the ones the buyer purchased. Our posted return policy 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...You are responsible for making all arrangements associated with the return of your merchandise and items must be received back at our warehouse in their original, unused condition." Our policies also state: "If precise colors, dimensions, or patterns are critical to your order, please contact us so that we may assist you in answering any questions you may have prior to ordering. All return requests due to color / appearance variations or slight dimension variations are subject to our standard 30-Day Return Policy." Although the buyer refused to provide us with photos of the chairs and we never received any despite their claim otherwise, their reason for return falls within our standard policy and they are responsible for sending the order back to us. Despite this being the case, we have already arranged with the buyer to have the order shipped back to us via our [redacted] account with call tag #[redacted], which is expected to be received back to us on 6/10. We have however, already issued the buyer's refund as agreed to by them minus $22.72 (15% restocking fee) and $41.09 (return shipping). The appropriate amount refunded to them on 6/5 was $87.68. On a side note, the buyer opened a claim against this order with [redacted], which was closed in our favor on Wednesday, May 28, 2014. We thus were not under any obligation to assist them since they gave [redacted] the right to decide on the matter and their claim was denied. We proceeded to assist with the return in the interest of customer service because we do what we can to help our customers and simply require their cooperation. This matter has thus been resolved amicably and the transaction finalized. Thank You, [redacted], Claim Specialist, Furniture Creations, ###-###-####.

Consumer

Response:

I have attached a picture of the chair that was sent. I received confirmation that the business rec. the email.

Regards,

The customer service for this company is horrible. I am dealing with someone named Megan and she is not being helpful or empathetic with my situation at all. I ordered a dining room set from this company and 2 minor issues with chairs are being handled but my faux marble table had a medium sized crack:crushed appearance on one corner. I was not home when the delivery guy delivered my furniture but I arrived as he was leaving. I opened my boxes promptly to discover the damage. I was not informed about their policy of noting any damage on a delivery receipt. I informed furniture creations within the hour and I have been told I am only recieve a 10% partial refund of the $547 I spent on this set. I am being punished for something that clearly isn't my fault and this company doesn't care that they have ripped off a young woman . I am very distraught about this because it is the only big purchase I have ever made online and they are treating me so bad about it. I would never recommend this company to anyone . It is the worst and they are the devil .

Omg this has to be the worst company EVER! I'm a big online orderer and never had a complaint Til this HORRIBLE company came up. BUYER BEWARE: They have the worst customer service plus they charge a 15% restocking fee even if they never shipped the product! They have multiple complaints since they hardly stock anything and horrible reviews on their delivery and rudeness and again their HORRIBLE customer service.

We ordered 6 dining room chairs from Furniture Creations. Two of the six chairs upon opening the shipping boxes were broken. Furniture Creations asked for photos, which we sent, and were told that it would take up to two weeks to receive our replacement parts. We were also to receive tracking info within 3-5 business days...

None of this happened.

Upon a follow up email I sent, FC stated they sent it to the wrong address! But did not offer any tracking info at any point, or proof of such...hmmmm.

Then said they would re-send, and we would receive tracking info.

Three days later....still no information has been received. I have asked for a refund. I hope to hear back regarding this soon.

DO NOT BUY ANYTHING FROM THIS COMPANY.... Furniture Creations!!!

Review: I received a damaged loveseat from this company. After contacting the company and asking for a repair replacement piece I was told the manufacturer doesnt offer this and I was offered $50 to fix it myself. I informed them this was unacceptable that I would like a new loveseat and was told sorry.Desired Settlement: I would like Furniture Creations to return the damaged loveseat and send the same thing in good condidition.

Business

Response:

Hello, our posted freight policy on [redacted] (screen shot attached) states the following in part: "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 damage is observed, simply and clearly note “DAMAGED” on the delivery receipt, briefly stating what item was damaged, or refuse delivery of only the item that is damaged...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 was also sent an email from us on Wednesday, April 30, 2014 7:50 AM, which states: "INSPECTION: When receiving your item, please carefully inspect both the outside of the packaging and the product itself inside the package before the delivery personnel leave your home. It is important to clearly indicate if there is any visible damage to the packaging or items on the delivery paperwork. If the driver will not allow you to do so, write "Subject to Inspection" on the delivery receipt which will cover you in the event damage is discovered later." We even called the buyer on 4/30 to review the policy over the phone with them in person and left a message at 2:40 PM since no one answered. We did not receive a call back. As can be see from the Proof of Delivery attached, the buyer signed this accepting the order free and clear of any damage, defects or other issues. This being the case, we cannot file a damage claim with the carrier and hold them responsible. This thus limits our ability to assist the buyer. We did however attempt to do so despite the fact that they did not adhere to our policy they were well aware of. On Friday, May 16, 2014 11:42 AM, the buyer provided a photo of the damage, which I have attached within this response. As can be seen, the damage is relatively minor and on what appears to be the front base of the loveseat. Since the loveseat is fully assembled when shipped, this section is not a replaceable part by the manufacturer. We informed the buyer of this and let them know we could provide a partial refund of $50 and even directed them to a listing on [redacted] ([redacted]) for a repair kit that costs approximately $30. The buyer refused to accept this. Our Customer Service Supervisor then emailed the buyer on Tuesday, May 20, 2014 9:44 AM, further explaining to them that since they did not inspect the loveseat at the time of delivery as instructed, we cannot replace the order at no charge. Our best and final offer was then presented in the amount of $75, which the buyer never responded to. This offer is more than reasonable given the damage and we gave the buyer the means to easily repair it or have it fixed. If the buyer does not wish to accept our offer of $75, she is more than welcome to return the loveseat to us. It will be required to be repackaged and the buyer would be responsible for the return shipping. The return address is: Furniture Creations, RMA #[redacted], [redacted]. We will waive the 15% restocking fee as a courtesy should the buyer choose to return the order so a full refund of their original payment would be issued. Please let us know how the buyer wishes to proceed in accordance with these two available options. Thank You, Pete J, Claim Specialist, Furniture Creations, ###-###-####.

Review: Item damage was not discovered until removing all styrofoam. No damage was apparent from the outside of the box. Product appeared to be packaged well. Per freight/delivery company, their drivers do not wait until all products in all boxes are thoroughly examined. However, the seller's policies indicate that we are not to let a driver go until we have examined everything. We did not cause the damage to the desk and are simply asking the seller to make things right and ship a replacement desk.

The damaged product is packaged and ready to be picked up, yet the seller refuses to deal with us (other than to offer a very small, partial refund). We have had the desk assessed by a professional woodworker and it is NOT repairable. All we ask is for a replacement to be sent. Otherwise we ask for full reimbursement for a damaged product that we cannot return.Desired Settlement: Replacement of the larger of the two components of the desk (the 275lb box). It is packaged and ready for pickup when the replacement arrives.

Business

Response:

Hello, the buyer was sent a courtesy reminder email of our posted policies on Monday, January 12, 2015 11:43 AM. This states: "INSPECTION: It is best to completely inspect the contents of each box, regardless of the condition of the outside of the box. Count, 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 receipt. All freight companies allow a specific amount of time for you to inspect your shipment before the driver leaves. The time limits are based on the total weight of your shipment. If 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 buyer received the order, he did not follow these instructions and signed for the order free and clear of any issues, without inspecting and noting any damage. This being the case, we cannot file a claim with the freight carrier to recover any losses and hold them responsible for the damage. We offered the buyer a partial refund in the amount of $163.71, which is more than generous given that it is an out of pocket loss for us. The buyer refused this and states they are getting a repair quote. That was on 2015-01-26 10:16 am and we have not heard from the buyer since. The buyer buyer filed a chargeback against this order and their credit card issuing bank closed it as "Not Granted" in our favor. The buyer is not eligible for a refund of their payment based on these facts and the chargeback decision. We authorized a return of the order at the buyer's request on Monday, January 26, 2015 11:40 AM, providing them with the RMA information if they wish to do so in accordance with our 30-day return policy. Otherwise, this transaction is considered closed and not eligible for further consideration. Thank You[redacted], Customer Service Manager, Furniture Creations, ###-###-####.

Consumer

Response:

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 product. What 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,

Business

Response:

Hello, the carrier is obviously going to say they cannot wait to avoid responsibility for the damage. Our policy is in place for the buyer's protection so they do not sign the delivery receipt until they are able to check for damage. This is standard for all freight shipments regardless of who the retailer is and what carrier is used. Freight does not operate the same as standard ground delivery used by [redacted] or [redacted] and different procedures are required as a result. Per our posted policy: "CONCEALED DAMAGE – Damage that is found after the driver has left and was not notated on the delivery receipt is concealed damage. Replacement or repair costs will apply on all concealed damages. It is your responsibility to inspect the entire shipment before the driver leaves. Failure to do so releases Furniture Creations from all liability. If concealed damaged is discovered, Furniture Creations must be notified within 72 hours. We require that all original packaging materials be retained. Photographs of the outer and inner packaging as well as the damaged product are required. Free replacements or full refunds are NOT able to be offered for concealed damage." The item is thus unable to be replaced at no charge to the buyer. The fact that the buyer's own credit card company agrees with us should be sufficient to prove we are not doing something out of the norm or trying to make things more difficult for the buyer. It was the buyer's responsibility to inspect for damage, but they instead accepted delivery of the order in good condition, free and clear of any issues. We were not present at the time of delivery so are not at fault for this. Nonetheless, on Thursday, February 19, 2015 2:33 PM, we let the buyer know we could increase the partial refund amount to $293.96, which again was being done in the interest of customer service as a courtesy since we have no way to recover this loss with the freight carrier. On Thursday, February 19, 2015 5:31 PM the buyer responded stating: "We appreciate it. Yes, we will accept that refund amount." The refund was issued on 2/23. This concludes and resolves this matter as agreed by the buyer so the transaction is closed. We are unsure why they are telling you [Revdex.com] otherwise. Thank You[redacted], Customer Service Manager, Furniture Creations, ###-###-####.

Review: I ordered an ashley durablend sectional couch from furniture creations through [redacted]. The couch was delivered on my driveway; I hired an independent mover to move it in my house. After unwrapping the shrink wrap, cardboard and pallets there were 2 slashes in the back of the couch; it appeared to have been damaged from a fork lift as the original wrapping had no rips or marks and my movers did not damage it……I immediately phoned the company. I was corresponding with them for about 10 days via emails & I would leave messages (you do not get a live person when you call). They explained they would need to see pictures of the damages before they could proceed and help me. I sent pictures from four different devices and they claim that [redacted] deleted and they were unable to view them and stated unfortunately since they could not view the pictures they could not help me. I then called and filed a complaint with [redacted]. [redacted] was able to view the pictures and told me if I get a repair estimate they could take the repair bill money off the purchase price of the couch. Thus far; no one will come & give me an estimate because it is not repairable. My only option from [redacted] is to send the couch back. It is a 250 lb. couch and will cost me hundreds of dollars to ship it back. My last attempt to settle this dispute was I informed [redacted] that noone will come to fix the couch & asked if they could negotiate taking money off with furniture creations & they said they can not do that. Furniture Creations customer service are very unprofessional and they didn't do anything to make this situation right. The only live person I ever got in touch with was [redacted] from the showroom in Arizona; he was very nice & apologetic & forwarded my message to customer service. But no one from Furniture Creations has done the right thing to help me.Desired Settlement: I would like a replacement with a couch that is not damaged or Furniture Creations to pick this couch up and get a refund. I can not pay the shipping charges for this couch.

Business

Response:

Hello, as evidenced within the message history with this buyer, we requested photos of the alleged damage to the sofa on several occasions and the buyer, although making attempts to do so, never successfully provided the photographic evidence that there was anything wrong with the sofa. The listing the buyer purchased the sofa through on [redacted] states: "We strongly encourage you to inspect the contents of your item(s) upon delivery, and if you find damage to any boxes, please mark the delivery receipt "DAMAGED" with a quick description of the damage you're noting. This is the only way we can assist you in making a claim against a carrier for damage. Damage uncovered after the driver has left will be assumed to have occurred after delivery. You need only refuse those items that show damage and you may retain the rest of the item(s) as we work to get a replacement sent out to you." The buyer did not follow these instructions and accepted the order in as-is condition, free and clear of any issues. The listing also states: "...photographic proof is required for any concealed damages that were not specified to the shipper upon receipt of the item". Again, the buyer never provided us photos of the damage. We are not sure why this was the case since we have no problems receiving photos from other buyers, but all we got was a corrupted zip file we could not open and "vacant" links that did not include any pictures at all. We even went as far as providing the buyer with our direct email address, thinking maybe it was just [redacted]'s servers that were preventing the photos from coming through. The buyer still did not produce any pictures. The buyer's claim of damage was thus never substantiated and is the reason they wanted to return the order. Had the buyer followed our policy instructions and inspected the sofa when it was delivered, they would have observed the damage (assuming there was any at the time) and could have refused the sofa and had it returned with the carrier at that time at no cost to them. The buyer is in their current situation because of these indisputable facts. Had we received photos from the buyer of the damage, they would not be eligible for a free replacement or full refund since they accepted delivery of the order in that condition, but we could have provided a return shipping quote, which would have been done through one of our freight carriers at our discounted rates or presented them with a partial refund offer. We can still provide the shipping quote if the buyer wishes to return the order and they would be responsible for those fees. In review, we were never provided with sufficient evidence to support the buyer's claim of damage. The buyer did not follow our policy instructions clearly stated within the listing, which could have avoided this situation altogether. The case the buyer escalated to [redacted] was closed in their favor and their payment has already been refunded. We are in the process of appealing that decision based on the facts provided herein. The buyer's payment should then be credited back to us and we can move forward with a partial refund if the buyer provides photos, or the buyer can return the order to us through our discounted freight method. The sofa is required to be resealed in the original packaging and attached to the wooden pallet as it was delivered to them. Thank You, [redacted], Customer Service Manager, Furniture Creations, ###-###-####.

Consumer

Response:

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.As stated by Furniture Creations that I should have inspected the couch upon delivery I do take responsibility for as I did not do this. I have learned a valuable lesson in this circumstance. I wonder if the driver would have waited the time to remove the couch from the pallet, Unwrap the cardboard, and then unwrap the shrink wrap, which did take me about an hour to do. As for the photos. I disagree with Furniture Creations as I sent these photos from three different devices. I send photos everyday via email through attachment and never have/or had a problem until they "claim" they didn't receive them. When I was not receiving any more phone calls back or emails to rectify this situation, I then had no choice but to escalate the case to [redacted]. [redacted] reviewed the photos of the couch, and had no problem receiving them I might add. [redacted] worked with me in resolving this matter, not Furniture Creations. I am very satisfied with the customer response to my situation from [redacted], not with Furniture Creations. Furniture Creations customer service and professionalism is non-existent and I feel potential buyers who buy online or through [redacted] should be warned of this company.

[Provide details of why you are not satisfied with this resolution

Regards,

Business

Response:

Hello, we have had no reason to lie about not receiving the photos so the implication by the buyer that we have done so is not appreciated. Had the photos been able to be seen on our end, we would have worked with the buyer toward a resolution. As it stands now, [redacted] has refunded the buyer's payment and we are in the process of appealing that decision since the buyer still has the item in their possession, which is currently unpaid for. After reviewing the photos that we were now able to open the file for, such damage was done by a fork truck based on the width and location of the holes. This being the case, the outer packaging would have showed evidence of this damage since it was not shipped out of our warehouse in that condition. Notation of the damage to the packaging itself would have been sufficient enough for us to proceed with a replacement or refund for the buyer since a claim could have been filed with the carrier. Since the buyer did not do so and they now have their payment back in full, we have no recourse with the carrier to cover our losses and are out the product, when none of this was our fault. As far as the buyer is concerned, the case is closed. We are pursuing the appeal with [redacted] to get our money back. Thank You, [redacted], Customer Service Manager, Furniture Creations, ###-###-####.

Review: We ordered a Casual buffet server thru [redacted] from Furniture Creations for $603.04. It was received with a broken door and scratches on the front panel of the server. We took pictures and submitted a claim to [redacted]. WE DID NOT ASK FOR ANYTHING BUT JUST LETTING THEM KNOW THAT THE MERCHANDISE WAS DAMAGED WHEN ARRIVED. No one answered us until a whole month and when furniture creations' return policy of 30 days was about to expire they emailed to us to send the product back. We were to pay return shipping of $185 (as their suggested freight carrier) and 20% restocking fee. We were supposed to pack everything in an original packing, which we discarded, or else they will not take the return. We only had 3 days of time to do this and on top they did not send us the return shipping label as they said in the email. Today we received an email saying that your claim was denied on August 28, 2015.

No explanations of any kind what so ever and we appealed with a detailed explanation of why we should pay and receive broken merchandise? They again denied our claim without any explanation. They mentioned about warranty but it is no where to find and we don't know if they will even fix it or not. The product is so cheap; it is falling apart as we tried to bring it inside the house from our garage. Drawer’s bottoms are made of cardboard and covered with velvet so no one can see. Doors and sides are made of particle board where everything is falling apart at a slight touch.

In the whole process we have not been even given an option of getting it repaired or replaced or returned for a refund. This company should not qualify to rob people like this thru [redacted].Desired Settlement: Furniture Creations should pick up the server at their cost and give us full refund of $603.04.

Business

Response:

Hello, on Monday, July 20, 2015 5:27 PM, we emailed the buyer a courtesy reminder of our posted freight policies which states in part: "INSPECTION: It is best to completely inspect the contents of each box, regardless of the condition of the outside of the box. Count, 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 receipt. All freight companies should allow a specific amount of time for you to inspect your shipment before the driver leaves. Freight carriers are not our employees and do not operate under our supervision. They are their own business, so if the driver refuses to wait for you to inspect the contents, be sure to completely look over the outside of the shipping boxes and wooden pallet. Note any damage to the packaging even if you do not feel it is something of importance no matter how minor it may appear. When you sign the delivery receipt, it is a legal contract that states that you accepted the product in that condition. If no damage is noted at all, our means of assisting you should something be later observed are extremely limited." The order was confirmed delivered on 07/31/2015 08:30 ET. The buyer emailed us reporting damage on Friday, July 31, 2015 8:45 AM. We responded to them on Friday, July 31, 2015 8:56 AM requesting photos as is required 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 delivery. Photos need to be received by us within five days from receipt of the order or upon our request, whichever comes first. If photos are not received in a timely manner for damage or defects, the options available for resolving the issue for you may be limited." The buyer provided photos of the damage and we confirmed with the freight carrier, Forward Air that there was no damage indicated on the proof of delivery receipt (see attached). To the left of where the buyer signed is a text box which states that the shipment was delivered in good condition except otherwise noted. To give the buyer the benefit of the doubt, we submitted a defect warranty claim to the manufacturer on their behalf to see if perhaps it was not shipping damage and there was a manufacturing defect instead. Our posted Manufacture Defect policy states: "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 behalf. Furniture Creations is not liable for such defects." At that point the matter is in the hands of the manufacturer as is the case with any insurance claim. There is a process required that has to be followed. The buyer was not willing to wait so they filed a claim against the order with [redacted] on 8/11 to permit them to mediate this matter. Based on the facts herein that were provided to [redacted], the buyer was instructed to return the item to us. The buyer said they discarded the packaging despite our initial email to them the day of delivery on 7/31 stating: "Please be careful when opening up any additional packaging as items will need to be retained in their original packaging if being returned to us. In addition, please be sure you retain the pallet the item was shipped on, in the event the item needs to be returned to us." The buyer thus knew well in advance that they needed to retain the shipping carton and packing materials, but failed to do so. We even emailed the buyer prepaid return labels on Monday, August 24, 2015 1:55 PM so there would be no initial out of pocket expense for the return. We never told them they would be responsible for a 20% restocking fee especially since our rate is 15% and we would have actually waived that for them. Due to the buyer's inability to return the order to us in accordance with our policy and [redacted]'s instructions by means of the claim, [redacted] denied their claim in our favor on Thursday, August 27, 2015. This closed the matter as resolved since the buyer gave [redacted] the permission to decide on the case, which they did based on the facts presented. The buyer is not eligible to return the order and they have refused to cooperate with the warranty claim so are not eligible for resolution through that method either. Had the buyer been willing to allow us to do our job and proceed with the procedures we have in place, this matter could have been already taken care of for them. Unfortunately they did not so there is nothing further we can do. This matter will not be eligible for further consideration. Thank You, [redacted], Customer Service Manager, Furniture Creations.

Purchased 6 chairs via [redacted]. One was broken in the box. I have been trying for over a month to contact someone at Furniture Creations about exchanging the chair to no avail. This must be some sort of internet sales warehouse that has no customer service.

I brought a Jewelry Armoire for my wife for Christmas, and one of the drawers was damaged.I contacted Furniture Creations, and told them replacing the drawer is better than whole armoire. They first stated after weeks they would help, then said the drawer couldn't be replaced.This company DOES NOT stand by their work!

Review: I ordered a table through furniture creations on 2/28/15 through [redacted]. The table was marked shipped but no tracking information has been uploaded. I have called 20+ times to the number that was given to me for their wearhouse to get my information and nobody answeres the phone, or returns my two messages left on the maching, one on 3/9 and one on 3/11. Twice the voice mailbox has been filled up so you can't even leave messages. When the answering machine is on it also gives an email adress, to which I have sent 3 emails with two different email adresses and again, no respone. I have emailed the service center through [redacted] multiple times, no reposes. For a buisness that ships items to 48 states, it is completely unacceptable for the internet sales department to not get back to customers.Desired Settlement: I just want to know what the freight carrier is that has my table so I can stop dealing with this horrible company and just deal with the carrier. I need to know my tracking information.

Business

Response:

Hello, we are certainly very sorry for the communication issues. There was an unexpected surge in sales this tax season that have caused our customer service department to fall behind with email responses. The phones have been a secondary means of communication due to the volume of emails and the fact that [redacted] prefers communication between buyer and seller to be in writing so there is a record of it. I see that the buyer was responded to with the tracking information the day this complaint was opened. The [redacted] tracking (#[redacted]) shows the order was delivered today, 03/17/2015 16:35. The transaction is thus fulfilled and closed. I again apologize for the inconvenience caused. This is not our normal way of conducting business, we were simply unprepared for the increase of orders this time of year. Thank You, [redacted] Customer Service Manager, 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: Purchased coffee table set in April, left it in the box, the box was never opened, moved my son to university and opened the box and started to remove the pieces then got to the coffee table top and it was clear the side was snapped, I took pictures before removing it, it was clear it was damaged before or during packing as the box was very well intact and secure, took pictures of that also, upon removing the coffee table top it was clear there was further damage to the top, more pics taken, then removed the end tables and come to find out there is no hole drilled so a screw can be put through to attach it to the leg, again more pictures taken. I upon my return home contacted them through Amazon and from there made contact with them through email and numerous phone calls. I initially asked for a substantial part of a refund taking it to around 50% off, they declined and said I could receive $50.00 for a repair. Well from moving from house to house, country to country I know a little bit about furniture repairs and there is no way $50.00 would cover that kind of damage, so I made my last call today and asked for a new coffee table top and end table top to be shipped to my son and they in turn refused, they told me to take the $50 and nothing more. So that is why I'm filing a complaint.

I would like for them to ship him the table top and end table top. Due to him living at a different address I would like it shipped to him.

Thank you for your help.Desired Settlement: Replacement coffee table top and end table top delivered to my sons address, with no defects.

Business

Response:

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, ###-###-####.

Review: I ordered furniture from Furniture Creations on 7/6/14 and was to be under manufacturer warranty for one year after the merchandise was received which in this case was a week or so after it was placed. The recliner broke in mid December. It was being reclined and the wood snapped and broke in the back. I immediately called the manufacturer, [redacted], on or around 12/15/14 and was told to speak to a woman by the name of [redacted] in parts which I did. She requested pictures so I complied and sent them. It was then turned over to the sales division at Furniture Creations to a gentleman named [redacted]. He told me that it could not be replaced because the damage was not reported within 30 days upon receipt. I of course countered back that if it had been damaged in July that I would have called then and I also reminded him of the warranty. He informed me that I would have to pay the shipping and handling costs and I refused to do that being that the problem was theirs and I told him so. I did not receive the replacement recliner until sometime in April. Meanwhile, the sofas leather began to crack on a cushion that I always sat while watching television or reading. I contacted them again and that was mid January to early February. Once again, he tried to say that it was not reported within 30 days upon receipt and I reiterated what I had told him previously about the recliner. Then of course the warranty issue came up yet again and I reminded him that it was still well under it. I received the sofa on 7/1/15 and it is damaged. The wood is broke on one side and it can not recline. I reported it that evening. I was told that since the sofa was out of warranty (which it is not) and the company paid the cost for me to receive another one that there is nothing they can do. They are saying that it happened during shipping. This matter is the utmost reason for this complaint against them. I am now stuck with a partial non-functionally sofa. I need to inform you that everything that was communicated between the company and myself was done via email and I have them all. Also, [redacted] is not the only one I had conversed with for some reason or another two other gentleman were involved and their names are [redacted] and [redacted]. All correspondences were done via email, it is their way of conducting business. I also wanted to mention that I had asked for microfiber furniture of equal value or a total refund of the $839.37 and was instructed that it was not possible. I just want the issue at hand to be dealt with properly.Desired Settlement: I would like a full refund on the furniture because I do not want anything sold by this company or the manufacturer.

Business

Response:

Hello, I apologize for the issues with the buyer's items and inconvenience caused as a result. The initial confusion was caused because the buyer contacted [redacted] Furniture instead of us directly back in December of 2014. The first communication we received from the buyer through [redacted] email message system was on Saturday, December 20, 2014 3:04 PM that stated: "Hello! the costumer contacted us regarding the confirmation number for the replacement." We obviously had no idea what that was referring to so [redacted] assumed the product was damaged in shipping transit and the buyer was just then requesting a replacement as a result. That would have been several months following the delivery of the order so no, we would not have been able to provide assistance per our posted policy had that been the case. I am sorry that [redacted] did not ask any probing questions to obtain more information since there were no details provided by the buyer in their initial email. Nevertheless, the recliner was replaced by means of the manufacturer warranty claim at no cost to the buyer. The sofa defect was also later handled by means of a warranty claim and the delay with replacement was on the part of [redacted] since they stated a new sofa would be shipped to the buyer directly by their warehouse, but it turned out it never was. The replacement was finally shipped and received by the buyer. What the buyer later reported to us was not a defect as with the original products, but shipping damage caused during transit by the carrier. Per our posted policy on [redacted] that the buyer was aware of when they placed the order last year: "DAMAGE INSPECTION - It is best to completely inspect the contents of each box, regardless of the condition of the outside of the box. Count, 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 receipt.Inspection is not the driver’s responsibility, so please be sure that you are the one making note of the damage on ALL of the driver’s copies of receipts. Failure to note damages / shortages at the time of delivery releases Furniture Creations from all liability; therefore, you are responsible for any replacement costs. Specific notation of damage to the carton and product is required. 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 apparently did not inspect the replacement sofa at the time of delivery since such damage would have been observed and able to be noted on the delivery receipt, in addition to a possible refusal of delivery altogether due to the damage. This is evidenced by the signed copy of the delivery receipt, which I have attached for your review. The box to the left of the buyer's signature states that the items were received in good condition except where noted otherwise. As you can see, there were no issues noted by the buyer. Further, in accordance with our posted policy: "Damage that is found after the driver has left and was not notated on the delivery receipt is concealed damage. Replacement or repair costs will apply on all concealed damages. It is your responsibility to inspect the entire shipment before the driver leaves. Failure to do so releases Furniture Creations from all liability. If concealed damaged is discovered, Furniture Creations must be notified within 72 hours. We require that all original packaging materials be retained. Photographs of the outer and inner packaging as well as the damaged product are required. Free replacements or full refunds are NOT able to be offered for concealed damage." While I again apologize for the damage to the sofa, the buyer is not eligible for a full refund of their payment or a free replacement based on these facts. I can authorize a partial refund to be issued in the amount of $150, which is more than 30% of the sofa's purchase price of $490.36. This can be used toward the repair of the sofa. Given that the recliner was replaced without further issue, a refund of it is not possible, either in part or in full. I will await your response so I know whether to proceed with the partial refund for the sofa or not. Thank You, [redacted], Customer Service Manager, Furniture Creations, ###-###-####.

Business

Response:

Hello, the buyer did not provide details of why they are not satisfied with our proposed resolution as presented within this case, which was much more accommodating than what she had been previously told. The only other option is for the buyer to return the replacement sofa to us, of which we can provide a return label for. The sofa is required to be packaged in the original shipping box and the discounted shipping rate will be deducted from the refund. I will authorize the 15% restocking fee to be waived. Should the sofa not be packaged properly that results in further damage occurring than has already been reported from the original shipment, a restocking fee will be assessed and deducted. The recliner is not eligible for return since that matter was resolved previously without further issue as explained. In summary, the buyer can either accept the $150 partial refund, or prepare the sofa for return to us in accordance with the aforementioned requirements. Thank You, [redacted], Customer Service Manager, Furniture Creations.

Consumer

Response:

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.

According to the response I received, the company is clearly placing the blame on me. That is not the case. Yes, I contacted [redacted] first because that is what the agent at [redacted] told me to do. [redacted] instructed me to send her pictures which I did. I thought it would go through the proper channels from there. I have the emails I sent her on 12/15/14 and never once did she reply stating that I had to contact Furniture Creations. After all, the furniture is their product. I do not see where there could be any confusion as to whether the recliner was damaged at the time of receipt of the product. Please do not insult my intelligence by thinking I would not have reported the day I received it. It was clearly stated in my emails to Furniture Creations that the recliner broke while reclining it in December 2014. I was told it was out of warranty at that time and as the consumer, I reminded the person I was speaking to that in fact it was until the day I received it in July 2014. Then, I was told (after months of dealing with the issue) that the workers on the dock were on strike. That was not mentioned in the rebuttal statement they sent me after the complaint I filed with the Revdex.com. Furthermore, I personally did not sign for the sofa; my fourteen year old daughter did because I was indisposed when it arrived earlier than scheduled. The signature can be compared to mine and it will be clearly evident that is not my signature. She will attest that she signed for it. Lastly, I think it is a insult to refund me only $150. It was stated that it could be used for repair of the sofa or the refund would be given directly to me. My questions are: 1. Who will be responsible for the shipping and handling costs? I do not think that I should have to because clearly this is not any fault of mine. 2. What if the cost to repair it is greater than $150? 3. Why can I not return both pieces of furniture or get a microfiber set at equal value? I do not wish to keep this Bobkana leather set of any of their manufactured furniture.

Regards,

Review: I ordered a dinning room set through Furniture Creations via amazon. I called Furniture Creations to cancel the product shortly after I put the purchase through. They billed me for the table and shipped the product anyway. I then called Amazon to explain that I had been billed for the product and asked them to step in to have the product canceled. They finally had the product cancelled. Furniture Creations stated that they would refund me for the product minus a 15% restocking fee. I have not received the item and do not want to receive it. I just want my refund of $993.67 IN FULL sent back to my Visa ending in [redacted]

Thank you,

[redacted]Desired Settlement: Refund my money IN FULL ($993.67) for an item that I canceled prior to the deadline.

Business

Response:

Hello, this customer's order was shipped on September 30th via Forward Air Freight with tracking number [redacted] We didn't receive a cancellation request from this customer until the email sent to us on Friday, October 2, 2015 9:44 AM, two days after the order had already shipped. Our posted Cancellation Policy on Amazon states: "We will do everything in our power to cancel an order before it has been picked from our distribution center if notified via email, but if an item has been picked already and has entered the shipping process, it is subject to our standard 30 day return policy." We informed the customer that since the order had already shipped, if it was returned, it would be subject to our 30 Day Return policy as outlined on Amazon. The customer responded stating that he had tried to previously cancel the order over the phone, but did not know who he spoke with and there is no record of him calling this office. We have arranged to have the order returned since he is refusing to accept it, but once it is received back, he will be refunded in accordance with our 30 Day Return policy which states, "Shipment refusals will be treated as a standard return less a 15% restocking fee and all original and return shipping costs." He is not eligible for a full refund. He also recently filed a claim against the order through Amazon, which was closed as denied in our favor based on these facts. This matter is closed and not eligible for further consideration as a result. Thank You, Pete J, Customer Service Manager, Furniture Creations.

Consumer

Response:

Amazon closed The file because they thought that the company was going to refund me 100%. I canceled with the company directly before September 30 and they still charged my account so I called and canceled with AMAZON afterwards. They need to refund me 100% of the money that they stole from my account. I never even received the item at my doorstep.

Business

Response:

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 shipment. We had substantial factual evidence that proves the order had been shipped before the buyer requested cancellation. The order could not be cancelled as a result of it already being in transit to the buyer. The buyer states: "I never even received the item at my doorstep." This is irrelevant to the fact that the order was shipped. The order was returned back to us based on the buyer's refusal to accept delivery of it. The buyer gave Amazon the authority to mediate this matter by means of the claim and Amazon decided in our favor based on the facts presented. The 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 it. That was their decision and we cannot be held responsible for that. This transaction is considered closed and will not be eligible for consideration again. Thank You, Pete J, Customer Service Manager, Furniture Creations.

Store shipped my item (couch) by [redacted] and did not recieve order. Called two days after shipment was to arrive and got the run around and was I refused delivery. Company would not negotiate a delivery time with me and gave unrealistic dates and times for delivery. Because of this they refused to ship my item to my home after they recieved my payment. Furniture Creations will not assist and resorted to bully tactics by leveling additional shipping fees and restock charges even though I never refused to recieve order.