Furniture Creations

Review: Ordered a floor lamp w/magazine table on [redacted] and paid $66.48 for the crap. Received the package on Saturday, December 6, 2014. Actually package was left on my porch and the postman did not knock on the door nor give instructions as to inspecting package such as Furniture Creations is claiming in their refund policy. Opened the box on Sunday, December 7, 2014, and attempted to assemble. The package includes eight wood pegs that must be placed in some holes on a board that is positioned below--there lies the problem. There is no way these pegs will fit into these holes--some or two big and the holes are not deep enough. Tried for a half day, but just would not fit. E-mailed seller right away on Sunday that the product was defective. Seller would not respond to my e-mail until I filed a claim with [redacted] on Tuesday, December 9, 2012. Then comes the stern warning from seller that consumer should take pictures of the item and return with using a label without postage reimbursement ($26.00). Seller does not have a clue as to the quality of the product it is shipping nationwide to consumers. Seller is using a foreign company to ship these items. Consumer understands why this seller has an unfair refund policy on file with [redacted] that calls for a 15% restocking fee and return shipping fees paid by consumer. Also, this quality control thing it requires consumers to perform is unfair, when seller knows it is selling defective goods and making a big profit from this tactic.Desired Settlement: A full refund, but not to [redacted] account. Return shipping refund should go directly to consumer because consumers is not using its [redacted] account to pay for this $26.00 return shipping fee. I want this crap out of my house and no hassles from this terrible seller.

Business

Response:

Hello, per our posted policy: "Photographic evidence is required for any damage to the item that is in your possession that was not refused at the time of 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." We do not manufacture the items and do not knowingly send out anything defective. In order to move forward with a manufacturer warranty claim so this can be resolved, the photos are required by [redacted]. The item was not damaged in transit so if it is an issue with how the item was made, the manufacturer would be responsible for resolving that by means of a warranty claim we can file on the buyer's behalf. The buyer is not cooperating with us so we can offer no further assistance. To address other statements made by the buyer within their complaint, the order was not shipped with a "foreign company" and not sure why the buyer even says that. The order was both shipped and delivered via FedEx #[redacted]. The buyer also states that we require inspection of the package. This is also not true. The delivery of FedEx shipments does not require inspection at the time of delivery, but freight shipments do and our policy clearly notes this distinction. The buyer seems simply confused over that aspect. There was no "stern warning" given to the buyer. We requested the required photos and the buyer refused to provide them. In fact, during the time it has taken for the buyer to argue with us about this and file these complaints, they could have taken a photo, sent it to us and this matter would have been resolved by now. Should they choose to continue to refuse to provide the photos, they are welcome to return the order in accordance with our posted policy. In fact the buyer themselves told us they will just send the item back so we provided them with the RMA information on Wednesday, December 10, 2014 9:39 AM. Thank You, [redacted], Customer Service Manager, Furniture Creations, ###-###-####.

Consumer

Response:

Consumer rejects the response of seller Furniture Creations regarding complaint ID [redacted].On the front of the box in which consumer received states product was made in Taiwan. Obviously, seller is not familiar with products' packaging and contents. Consumer wishes product was acceptable, but it is not. Seller should have done quality control before this product was even shipped out to consumer. Consumer does not own a cell phone/camera and WILL NOT go out and purchase one in order to do quality control for seller. Seller is knowingly selling obviously defective product to consumers. Consumer is extremely busy and does not have the time and energy to do quality control for this seller. As alluded to by seller, all this wasted time and energy could have been alleviated if seller only inspected the item before it was shipped out and provided a prepaid return shipment label. With great hesitation, as of 12/15/2014, seller agreed to issuing a prepaid return shipping label as consumer requested. Consumer gladly accepts this offer and will never again purchase a product from this seller. The product is awful--plastic lamp shade, really?[redacted]Law and Public PolicyReal Estate Broker/Owner (inactive)l[redacted]

Review: I purchased a sofa from Furniture Creations. It arrived on Oct 28 2014 after being promised a week earlier. It came on a large wooden pallet, wrapped in Cardboard and Plastic. The delivery driver said he could not unpack it and put it in our house per company policy. I signed the delivery notice and waited for my grandson to help me get in the house. When we got it in and unwrapped it we saw the tear in the fabric with a broken frame board. I called Furniture Creations and told them of my problem. They asked for and I sent pictures from my[redacted]. I asked for a refund of my $606.20 Steven has given me the run around for a week saying it looked like a manufacturing defect and he was waiting to hear from them. Then he sends me an email and said I should have read the fine print and unpacked the couch before I let the driver go. He said he might get me a refund or if I wanted to ship it back to them at my expense and pay a 15% restocking fee they would refund me the difference. RESTOCK a damaged sofa. Do not do business with this company. They do not know the meaning of customer service.Desired Settlement: full refund of my money.

Business

Response:

Hello, per our posted shipping policy for freight shipments as posted on our website: "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 (i.e.: If you purchased a Bedroom Set and just the Dresser was damaged, refuse only the Dresser and accept the rest of the set). 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. 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. Inspection is very important to ensure that you receive a brand new item in great condition." Unfortunately, the buyer did not adhere to this policy when the order was delivered. They thus signed in acceptance of it in as-is condition, free and clear of any issues. This prevents us from filing a claim with the carrier for damage, releasing them from liability. Upon reviewing the photos provided, our CSR [redacted] determined that the damage may actually be a defect since it did not appear to have happened during shipping transit. Since we had no way of handling it as freight damage based on the aforementioned reasons, we pursued it with the manufacturer as a warranty claim. As with any claim situation, it is unfortunately a waiting game with the company it is filed against. We were able to get the matter resolved by Coaster Furniture as a defect and they simply required that the item be donated in their name for the credit to be issued. The buyer provided a copy of the donation receipt to us on 11/18/2014 (04:08:49 PM MST). This was forwarded to the manufacturer and the buyer's payment is in the process of being refunded in full and is expected to be completed within the next 3 business days. This matter will be considered resolved at that time and the transaction closed. Thank You, [redacted], Customer Service Manager, Furniture Creations, [redacted]

Consumer

Response:

[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,

Review: Furniture Creations shipped a curio cabinet to my home and one of the pieces was damaged. I called the company to inform them and was asked to send them a picture of the damaged piece. I don't have the equipment to send pictures nor do I want to wait for pictures to go through the mail in order to get resolution. I don't feel I should have to be inconvienced to do business with a company. I gave my hard earned money on the faith that the merchandise would be good upon receipt. I had to pay someone to come over and put the cabinet together in order to find the damaged part. I don't think Furniture Creations should send the merchandise to me (the consumer) for inspection. I really wanted a Curio but not the headache that came along with it. I had to pay someone to load the 104 lb box in my car and go with me to [redacted] to unload the box. Furniture Creations don't seem to care of any inconvience to the customer as long as they get the money. I had to pay over $100.00 to send the curio back to Furniture Creations at my expense,which I don't think I should have had to pay. I have my own family propblems that are needing my attention without having this company add to the demands. I just wanted to make a purchase and move on.

The customer service was of demanding tone, I had to or else. When I spoke to a supervisor [redacted] and his supervisor [redacted] ,the results were the same. Nobody spoke with a concerned /caring voice. The conversation seemed as though the person on the phone was programmed what to say before they picked up the phone.Desired Settlement: Furniture Creations shipped damaged merchandise (it was not damaged during shipping)and I don't think I should be charged the shipping fee to return the merchandise. I think Furnature Creations should reimbures me the shipping fee that I am out of or at least half the fee.

Business

Response:

Hello,

We apologize for the issues with your order and the delay in responding to this message. We have issued a full refund in the amount of $299.11. Please accept our apologies for the issues and we hope this has resolved this matter. Thanks!

Furniture Creations

Internet Sales Department

Review: My husband and I ordered a bed set through Furniture Creation's [redacted] Marketplace page based upon the stellar reviews of the product and based upon our contact to Furniture Creations directly assuring us that if there was a problem, we would be covered, including being able to send back the product at no cost to us. Unfortunately, when the product arrived, the staining that had been done was done quite poorly as well as simply rough overall assembly. There were areas of the unit that were not stained and others that where stain was left either not wiped properly or where someone had grabbed the unit with a stain covered rag. Additionally, the screws used for assembly from the factory were in some areas sunk deeply into the wood and others not sunk below the surface. Staples were not driven into the wood entirely which would require reworking to properly assemble the product.

When we addressed these concerns with Furniture Creations, including photos, they responded stating that the product is not damaged. We hadn't claimed it was damaged specifically. We stated it was defective. In a later email, Furniture Creations specifically asked us the following [Quote] Can you please describe, other than the "poor worksmanship" what is damaged on the item? [/Quote] We responded to Furniture Creations asking them specifically if it was their position as a company that what we received was exactly as was described in their posting.

That email received only a response that they would check with the manufacturer. It was not until we contacted [redacted] that we received any further response. In those responses, they finally said that the manufacturer told them [Quote] "We have been carrying this product for about 2yrs now and the pictures provided do not prove defect. This is the way the products is made. It is Pine which is imperfect by nature and does not produce heirloom perfect product but the item is solid and extremely sturdy." [/Quote]

Through back and forth emails, where they offered first a 15% refund to cover the discrepancy between what was offered and what was received. My husband has learned that it will cost more to repair the shoddy work than their offer in materials and time investment. We rejected that offer still pressing to be able to return the item and avoid the restocking fees and shipping costs since the defects were not our fault.

Finally, after more emails with the company, they are willing to refund the cost of the bed set and have issued us an [redacted] number, but the return comes with one condition. That we pay the return shipping. Here is the catch. The furniture was shipped to us via [redacted]. I called [redacted] to obtain a quote for shipping the merchandise back to Furniture Creations based upon the original packing slip. The quote I received was for $1018.89 because I do not have a trucking account with them. The representative with [redacted] stated that it would be far better to have the merchant initiate the return shipping from their end as their shipping cost would be significantly lower. When I pressed further, I learned that Furniture Creations paid less than $200 in shipping costs and probably less than $100, but I didn't press after learning it was less than $200. We paid $674.01 for the set. Obviously it makes no economic sense for us to pay $1018.89 in return shipping to receive a refund of $674.01 as we would then be out over $1000 rather than nearly $700.Desired Settlement: We want Furniture Creations to initiate the return shipment from their end through [redacted] to facilitate the lowest cost return shipping so as we can be made as close to whole as possible. Doing this should cost them little by comparison to the costs they are levying against my family. Depending upon the return shipping costs from their end, perhaps we can come to an agreement on the shipping costs, but paying more than the product is worth to return ship it is outrageous.

Business

Response:

Hello,We apologize for the issues with the bed. We will gladly arrange the return shipping through our account. The cost will be much lower than than the quote that the customer is stating she received. Our average freight shipment is $180. We will request a quote from each of our carriers and use the cheapest quote that we can get. We can offer that or a partial refund of $150 for repairs. Please let us know what you would like to do. Thank you and again we apologize for the issues. Thank YouFurniture 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.

In the email I received separately from the company tonight, they have indicated that the return shipping will be $143.77; however now insist upon an additional 15% restocking fee which from an email on September 12, 2013 from the same representative, they were willing to waive the restocking fee as the merchandise did not arrive as expected. Attached is a picture of just one area of concern - note the area under the first drawer from the top of the picture is missing stain. My husband and I discussed paying the return shipping fee as proposed, the $143.77, and are willing to cover that to help the company but feel paying an additional 15% for "restocking" is inappropriate because it means 36% of what we paid in total is being taken away from us due to a defective product being shipped to us.

Regards,

Business

Response:

Hello,I apologize for the confusion, if this was stated, it was an error on the part of the customer service representative. There will not be a restocking fee for this order. Please let us know if there any additional issues.Thank You,Furniture Creations

Review: Furniture Creations was given specific instruction for delivery and did not meet those instructions, charging a 150 delivery fee and 80 dollar restock

Furniture Creations was given specific instruction for delivery and did not meet those instructions, charging a 150 delivery fee and 80 dollar restocking fee for items worth 500 dollars total, making a total of 830 dollars tied up. staff was unwilling to work with me on resolving the issue and demanded I pay them 150 or they would charge me 230 regardless of what I did. Felt ripped off and scammed, I have 2 witness at my address of the time of the delivery to verify that there was no delivery.Desired Settlement: I wish to receive the item, I dont care to pay 230 bucks for something I did not receive.

Business

Response:

Hello,

We apologize for the issues with delivery. According to the customer, he works nights so he instructed the delivery driver to, "bang on the door really loudly because he will probably be asleep." The delivery was attempted during the scheduled delivery time with the customer and after 20 minutes of banging on the door without a response, the driver had to leave. The carrier then was going to charge a $150 re-attempt fee to redeliver the item that the customer refused to pay. The customer was refunded in full ($530.33) as requested by the customer in lieu of re-delivery. We can provide proof of the refund if required.

Thank You,

Furniture Creations

Review: I purchased a buffet table via [redacted] from FC and when I received the item the left drawer was crooked along with numerous amounts of holes on the inside. I contacted the seller immediately and they told me it was a freight issue. Before I had placed the order I called to ask how the buffet table would be delivered so I can plan accordingly since I work and they told me a trucking company would contact me prior to delivery, I did not know that was going to be 20 minutes before it was delivered, I obviously had to scramble to find someone to help the guy bring the buffet table into my house because the driver would not bring it up my stairs, he wanted to leave it on my curb. I was willing to look past that inconvenience because I was happy how fast the item arrived, that is, until I took the buffet table out of all the well packaged wrappings. It was wrapped extremely well (ie; meaning there is not way possible this was a freight issue) the left drawer is crooked and there an abundant amount of drill holes on the inside; this item looks to be refurbished as well as the magnet for one of the cabinets is flat and the door does not close properly. I contacted the seller (furniture creations) and they told me it was a “freight” issue, no way was this a freight issue, this item was wrapped so impeccably it took me about 20 minutes to get it out of all the wrappings. Since the furniture store did not help me, I contacted [redacted] since that is how I paid and they opened an investigation. They contacted the seller who said a complaint was never made so [redacted] closed the investigation. We then had them open it a 2nd time and we sent [redacted] the same photos and documentation we had sent furniture creations and [redacted]. We are now on our 3rd attempt to dispute this with [redacted] since [redacted] and furniture creations couldn't do anything for us.Desired Settlement: a credit to my credit card, this item does not warrant full payment with the condition it is in, that is not what was listed on [redacted] when it was sold; it said NEW, this is not considered new

Business

Response:

Hello, the buyer was emailed a courtesy reminder of our posted policies on Friday, January 2, 2015 7:12 AM. This states in part regarding the delivery of the freight shipment: "INSPECTION: It is best to completely inspect the contents of each box, regardless of the condition of the outside of the 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 order was delivered, the buyer accepted it in good condition, free and clear of any issues. This was two months ago. The buyer only reported some damage to the server after it was already in their possession. Per 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." This is standard for all sellers that ship products via freight service since the regulations are directly from the freight carrier tariff terms. They are not responsible for any damage not noted on the delivery receipt at the time of delivery and we cannot file a claim with them as a result. With regards to the delivery itself, per the email the buyer received with a reminder of our policies and as posted on [redacted]: "Self-Service Curbside Delivery is included for all freight orders. You will need to carry your items into your home, garage, etc. We recommend that you have someone available to assist you with doing so. Please keep in mind that the freight shipping carrier is not a moving service. The driver will assist in lowering the item(s) off the truck in order for you to take possession of the merchandise. Most of our customers have no issues arranging to have a friend or family member assist them with carrying their items into their home, but in the event you are interested, liftgate and first threshold (to front door or garage) delivery service may be available for an additional fee and must be arranged prior to delivery. If you would like to upgrade to this service, please contact us to determine if it is available in your area and we can provide you with a quote." The buyer was thus made well aware of the shipping/delivery process so there should have been no cause for complaint regarding it. In the interest of customer service as an exception, we are willing to provide the buyer with a partial refund of $100 toward the repair of the product they own. Otherwise, we can attempt to file a manufacturer defect claim with [redacted] to see if they can assist through their limited one year product warranty if the issues are not shipping damage. The manufacturer is in complete control of the situation in this case with us being the middle man, so any decision made by them would be final. The fact remains that the detailed instructions for receiving the order were not followed by the buyer, which limits what we can do to resolve this for them. Please let us know if the buyer accepts the partial refund or wishes us to file the warranty claim with Coaster. 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.

I still have not heard back from [redacted], please advise or open a new claim and this one has not been resolved.

Regards,

Business

Response:

Hello, Mr. [redacted] no longer works for Furniture Creations. I am unsure what kind of response the buyer is awaiting, but they agreed to accept the $100 partial refund as resolution to this matter and that was issued by us on 5/14, two weeks ago. They can contact [redacted] directly at ###-###-#### if they are interested in the status of it. Generally, the credit is issued to the original payment method, but since this order is so old, they may have simply issued a credit to the buyer's [redacted] account. That is something [redacted] has to answer since they are the ones that are responsible for that final credit. We did what was required on our end on the 14th. Please let us know if you have any further questions. Thank You, [redacted] Customer Service Manager, Furniture Creations.

I purchased a king size headboard and footboard from this company through [redacted].com. It arrived one week after the date it was scheduled to arrive. It was shipped with curbside delivery and inspection was not allowed by the freight driver. I noted on the delivery receipt that it was "subject to inspection". Once boxes were opened, I discovered the headboard was severely damaged. The company would only offer me a 10% discount or I could ship the bed back, at my expense, for a full refund. To ship the item back would cost more than the item itself. Shipping cost was estimated at $850 and the bed cost me $640. The company only has an option to leave a voicemail. I never got a returned call, so I'd just have to keep calling hoping to get a live person. When I did get a live person, they could only take my information and pass it along and then again no one would call back. The bottom line is this company banks on people who won't fight them or don't have the resources to help them. Between [redacted], Furniture Creations and [redacted] the freight company, I got no real support. I had an insurance broker finally email them with lots of legal jargin and magically, I got refunded. Had I not know of this insurance broker, I would still be fighting. It took 3 weeks to administer the refund, when it could have taken place immediately. It was a very stressful 3 weeks for me dealing with the claim, as well as, living with 2 huge boxes taking up half my living room. Here is the email my insurance broker friend had to send to get a refund:
To Furniture Creations/A to Z Claims/[redacted]:
Order ID **SSN**-[redacted]:
Tan Velvet Tufted Upholstered Eastern King Bed [ASIN: [redacted]]
This email is in response to the above mentioned order that was delivered on 6/6/2014. I have read all the agreements and policies as well as the numerous emails between [redacted], [redacted], A to Z Claims. All info was read and agreed by the byer, however the shipping company has failed in a couple of ways.
1. Item was delivered damaged. ( see pics sent by buyer)
2. Delivery driver refused to stay for inspection due to his schedule & time constraints. Delivery receipt was signed by buyer/ receiver and noted – delivered goods subj to inspection – meaning the delivery is NOT YET in good standing until inspected so either shipper or seller is responsible for the damage.
Bottom line:
· If Furniture Creation insured the shipped item, then the insurance should pay for the damaged bed. Furniture Creation MUST carry insurance on the stock they sell while in their warehouse as their property, “in transit” “away from premises” or “property of others while in transit” under a Motor Cargo policy or their property insurance.
· If they have an agreement with the shipper that the goods are to be insured by the common carrier while in transit, then shipping company must pay for the damaged goods as it was in their custody and control until shipped to buyer. Either way, the item was insured for any damage while in transit and it should be covered after leaving the Furniture Creations premises.
· If buyer is obligated to insure the item when returned in order to get a refund or exchange, then it is obviously common practices that the seller does the same when shipping an item of such value and therefore if item is damaged and must be shipped back, seller should incur the cost not the buyer as the item shipped was insured for damages.
· The cost to ship the item back is close to $800 which is more than the cost of the bed. We have gotten a quote to ship back the damaged bed with [redacted]. It is unacceptable that the buyer has to absorb such high cost for the negligence or the shipping company or seller while in transit.
I ask that you take a closer look at the claim and the facts and that whomever has insured this item pays for the damage and arrange for a pick up and credits her account for the amount she has paid for the bed.
NO MORE emails back and forth. Please do the research immediately and respond to her in the proper manner with the return info so she can have the damaged bed returned and credited for.

Review: Order ID [redacted]:

1 of [redacted] Xenda Coffee Table with 8mm Tempered Glass Top and Cross Shaped Base, Dark Walnut Finish [redacted]]

I purchased this table in January and so far have not received the correct parts to put the table together. Initially all parts were missing, then they sent some, one part was missing, then they sent again the incorrect part. I am now at the point that no one replies to my messages at all. I am now sitting with a table I cannot put together without the correct brackets.

This was the last message I received on March 12th, nothing since.

Hello from Furniture Creations!

>

> We have requested the manufacturer to send across the correct part and

> have shared with them the photos of the incorrect part that was sent by

> them. As soon as it ships, we'll have the tracking details sent to you.

>

> We once again sincerely apologize for the inconvenience.

>

> Thanks!

>

> [redacted].

> Furniture Creations

> Internet Sales & SupportDesired Settlement: I would like the delivery of the order plus a compensation of at least 50% for the inconvenient that has been caused. I have sat with a table for over 12 weeks that I could not use

and does not look good on my floor half put together.

Business

Response:

Hello, we just want to clarify to the Revdex.com that not all the parts were missing since that essentially means the entire item was missing. All of the hardware was missing to assemble the item so it was requested and shipped to the buyer from the manufacturer. The buyer then stated that they were still missing two brackets so we again requested the hardware and it was shipped to them. Apparently, the buyer did not specify in their communication to us that the remaining two brackets that were missing were not actually part of the hardware packet as per the assembly instructions. We determined which brackets were needed and these were shipped to the buyer via [redacted] and were confirmed delivered on Wed 4/01/2015 9:30 am. We apologize again for any inconvenience and this has now been resolved for the buyer. 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.

I did only have one part missing, and did advise which bracket this was to the company?, I have since received x2 brackets on different occasions, but was the incorrect bracket both times. I sent pictures the first time I received, and still they sent the same again. This week I have been asked to resend the same pictures I sent over a month ago. I seem to be going around in circles and having to resend information constantly. Even though one part (2 brackets were only missing, I have not been able to use the table at all, a little unfair I think.

Regards,

Business

Response:

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.

Purchased two reclining chairs from Furniture Creations on Amazon. Received chairs to find one broken and the other so stiff you could not recline in it and finally when you did....it would not stay reclined. The return policy states 30 days for returns, so I PROMPTLY contacted the store to return the items. I spoke with a female who stated I needed to email them at [email protected] and send photos of the defect. I did just that.....in fact I sent them 4 emails within 8 days with no response, contacted them by phone 5 times and 2 times via Amazon. I finally received authorization to return the items to their store in Arizona at MY COST which was $160! Are you kidding me? The chairs cost $501...the least they could have done was authorize me to use their shipper at their cost! What a joke! I have been completely lied to, mislead and ripped off! Then they stated they didn't want me to ship the damaged item and to wait to hear from the manufacturer. NO WAY....we were not sitting on almost 30 days and thus would not be able to return the cheezy chairs for anything! We live on disability and feel fully taken advantage of. To ship back at their cost would have been a great help! Needless to say, I DID ship both chairs to ensure I sent them within the 30 day requirement. I DO NOT, WILL NOT and surely will never recommend Furniture Creations nor their products! Don't waste your time! Go to someone reputable!

Review: I am absolutely disappointed with the handling of my order. As I explained to the representative, we had the delivery set up for Wednesday May 7th because that was the only weekday I was available; my schedule varies from week to week and the company does not deliver on weekends. When the company called to advise the order was placed on the wrong truck, and they would not be able to deliver until Thursday May 8th, I asked if they could have the delivery men bring the bed upstairs to our apartment. Initially she told me there would be a fee. My wife and I wanted the items so bad we were willing to pay the additional fee. When I told her we were willing to pay, she then said never mind, they just were not gonna bring the items up. Because my work schedule varies I cannot call in advance to have a delivery time set; I had taken time off work for this. The company and I agreed the items would be delivered on the seventh. They were not delivered and this was through no fault of my own. I still have not received the items, I no longer want to receive them; [redacted] wants me to pay for return shipping for merchandise that was never in my possession.Desired Settlement: I would like to receive a full refund.

Business

Response:

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

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.

Firstn no one called or attempted to make any delivery on May 14th. My wife was home all day. This is not acceptable; I have emailed you numerous times explaining why I scheduled the delivery for that SPECIFIC day. I will explain it again. My work schedule changes weekly, when I called to schedule the delivery, the company and I BOTH agreed that my package would be delivered on Wednesday May 7th. I was called on Wednesday by you shipping company and was told the bed was on the wrong truck...at this point I want a $200 refund and for the company to deliver to my door. This is the only way I can accept shipment as my work schedule changes and I am sometimes gone for weeks at a time. If you cannot accommodate me I want a full 100% refund

Regards,

Business

Response:

Hello, this order was shipped on time and the estimated delivery time frame advertised was "Monday, May 5, 2014 - Thursday, May 8, 2014". As the buyer states in their [redacted] claim comment and this case: "[redacted] called to inform me the order was on the wrong truck and they would not be able to deliver until Thursday May 8th". While an agreed to delivery was scheduled sooner, due to unforeseen circumstances with the freight carrier, that appointment was required to be rescheduled on a day that would have still been within the estimated dates and just the day after the original one, but the buyer refused. Per our posted shipping policy: "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 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 are very sorry the originally scheduled delivery could not be completed, but alternative options were provided and the buyer chose not to accept them. Our policy regarding freight shipments is posted on our [redacted] Storefront and was also emailed to the buyer on "Friday, April 25, 2014 2:42 PM" as a courtesy reminder prior to shipment of the order. We even attempted to call the buyer on 4/27 to review this information with them in person over the phone and had to leave a message at 3:30 PM since no one answered. We never received a call back. Regardless, the buyer had the opportunity to cancel the order prior to shipment if they did not feel they could adhere to the requirements due to their schedule, especially since they admit their work schedule changes weekly and they can even be away from home altogether at times.

The freight carrier will not do front door deliveries if the unit is not on the ground floor for liability reasons, which this customer's is not. A $100 partial refund was the most that we were able to provide and already made an exception with this in the interest of customer service. The customer also has an open claim with [redacted] for this order, which was updated on Saturday, May 17, 2014 stating that [redacted] is "Waiting for seller to refund buyer" as a result of the eventual return of the order due to the buyer's refusal to accept delivery. A copy of the delivery receipt as attached confirms the buyer refused delivery on 5/8. [redacted] was authorized to return the order as per the letter attached dated 5/16. Also attached is a copy of the freight bill from [redacted] reflecting the amount charged for the shipment of this order back to us in the amount of $477.42. The buyer will be required to pay these shipping charges, which will be deducted from their refund in accordance with our posted policy where it states: "Shipment refusals will be treated as a standard return, in which the above policy will apply." We will waive the 15% restocking fee which would normally be required in this situation. Upon the receipt of the order back to us and the appropriate refund of the buyer's payment, this transaction will be considered finalized. We certainly regret that it has come to this, however the buyer had every opportunity to cooperate with the carrier regarding the delivery schedule or accept our generous partial refund offer. They refused on both counts.

Thank You,

Claim Specialist

Furniture Creations

###-###-####

Review: I received a chair with a broken leg and asked for a refund they declined to refund my purchase or the return shipping.Desired Settlement: Full refund, they pay for the return shipping.

Business

Response:

Hello, the buyer's case comment of "I received a chair with a broken leg and asked for a refund they declined to refund my purchase or the return shipping." is untrue in just about every way. The buyer emailed us on Tuesday, August 4, 2015 2:34 PM stating: "I received the chair today and while assembling with no power tools the front right leg (CR front leg right) cracked along the grain, is this a part that you can send a replacement for or should I request a full return and refund, my wife loves the chair otherwise." The buyer thus did not receive the chair with a broken leg as they claim. The buyer themselves damaged the leg during the assembly process as they reported in their email to us. The buyer also indicates that a part replacement would be acceptable if that is an option. We responded to him requesting a photo of the damage to the leg and we could then proceed to get a replacement order submitted to the manufacturer to be sent despite the fact that the damage was not caused during shipping transit. 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." He responded back insisting on returning the order instead and became irate without us having caused any reason for him to be upset. He refused to provide a photo and said that based on some reviews he read, the part replacement would take too long. We explained that the length of time for parts to be sent from the manufacturers can vary and what a few other people may have stated does not reflect on the overall process and experiences by many others. Our posted policy goes on to state: "If parts are available that would be able to be provided to resolve the issue reported, but the customer insists on returning the order anyway, return will be subject to standard return policy including 15% restock fee and deduction of outbound shipping cost." Since a replacement chair leg could be sent as resolution to this that we are willing to provide free of charge despite the damage being caused by the buyer himself during assembly, the buyer has the option to accept that or return the order in accordance with our standard return policy. He did finally provide a photo of the crack in the leg, but still insists on the return. He has also filed a claim with [redacted] regarding this matter so they will also be provided with the facts as stated within this message. Since the buyer does not wish to cooperate with the part replacement process, [redacted] will decide the outcome of the situation and more than likely instruct him to return the chair to us. At this point in time because of the [redacted] claim, there is nothing further we can offer him that we have not already. 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.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,

Business

Response:

Hello, the buyer did not receive the order damaged. In his email to us on Tuesday, August 4, 2015 2:34 PM he states: "I received the chair today and while assembling with no power tools the front right leg (CR front leg right) cracked along the grain." He thus admittedly damaged the chair himself during the assembly process. We were willing to provide a replacement part to him as he requested despite this, but he later insisted on a return of the order instead. We would have provided him with a [redacted] return label through our account so our discounted shipping rate could have been used, but he sent the package back to us himself via [redacted] instead. Per our posted policy: "If parts are available that would be able to be provided to resolve the issue reported, but the customer insists on returning the order anyway, return will be subject to standard return policy including 15% restock fee and deduction of outbound shipping cost." As a courtesy in the interest of customer service, we waived the actual outbound shipping and the 15% restocking. The buyer's payment was refunded in full on 8/28. This transaction is considered closed and will not be eligible for further consideration based on these facts. Thank You, [redacted], Customer Service Manager, Furniture Creations.

Review: We ordered almost all our furniture from Furniture Creations, when the items arrived and we started unpacking this big shipment containing 10 different boxes (impossible to check at arrival) the dining table top of the dining set we ordered was severely damaged, same as a nightstand and a cocktail table. We took pictures of these damaged items and contacted the seller, who refuses to replace the table top which is unusable, but wants us to spend more money shipping all the furniture back instead of following their damaged items policy and base this decision on their return policy (we are not asking for the return of the furniture). They have refused to give us any other solution but us to pay for re packing all the furniture and send it back if we want a refund, which is abusive. We spent a lot of money purchasing from this company that is not taking any responsibility unless we spend more than we already did purchasing from them.Desired Settlement: We just want the table top replaced or cost of table refunded so we can have a dining table to eat on, the rest of set is assembled and waiting on the table top to be used. We can live with the other items damaged, but the table top is not usable.

Business

Response:

Hello,

We apologize for the issues. We will send a replacement top if that would help make this a better experience. Please verify that is what you would like us to do and we will get it ordered and shipped. Thanks!

Furniture Creations

Internet Sales Dept.

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 purchased furniture from Furniture Creations through [redacted] This furniture was shipped via [redacted] and scheduled to be delivered on 7/24/13 between the hours of 1 p.m. and 4 p.m. (Eastern Daylight Savings Time).

The driver for [redacted] arrived at my home at approximately 12:40 p.m., prior to the scheduled delivery time, and I was not home from work yet. The boxes, as well as the furniture inside, were ripped open and clearly severely damaged. The damaged boxes of furniture were dumped in my garage. The driver for [redacted] had my 15-year-old son sign the invoice, and took off. (Furniture Creations clearly states in their delivery procedure that a responsible adult must inspect and sign for the packages.) My son asked the delivery person about the damage and the delivery person stated to him “maybe you’ll get lucky and the damaged areas will be toward the back of the piece of furniture”. I was home by 1:00 p.m. and the driver was long gone. He had written 1:00 p.m. on the delivery invoice which is inaccurate. He had also written on the delivery invoice that the shrink wrap on the packages was intact, which was grossly inaccurate (I can provide pictures, if necessary).

I immediately took pictures of the furniture. Boxes were ripped open, packing materials were hanging out, the wooden furniture inside was clearly scratched, gouged and damaged. Items that were marked “Do Not Stack” were stacked on top of one another with other boxes on top of them. I immediately called Furniture Creations at [redacted] and spoke with [redacted] at approximately 1:30 p.m. [redacted] stated to me that a responsible adult, over the age of 18, must sign for all deliveries. I told him that my son was 15, had questioned the delivery person about the damage, and that the delivery person was gone from my house by the time I arrived home at 1 p.m. He asked me to send pictures via e-mail, which I did, and he told me that I would have a resolution by the end of the day on 7/24/13. I am still waiting.

I am stuck with $1,164.32 worth of damaged, useless furniture. I paid for NEW furniture and I did not receive furniture in NEW condition. [redacted] was hired by Furniture Creations to make this delivery and they did not arrive within the agreed upon delivery timeframe. [redacted] did not obtain a legal, valid signature authorizing them to leave this delivery. (I would have refused delivery as soon as I saw the condition of the boxes). Furniture Creations has not been responsive in providing a resolution.

I have e-mailed Furniture Creations nearly every day since 7/24/13 and I have gotten nothing back from them. My two daughters have been sleeping on mattresses on the floor for nearly a week as I do not know what to do with this furniture. I now have to start all over again and buy new beds from a different vendor – and I need my money refunded from Furniture Creations in order to do this.Desired Settlement: I provided pictures to Furniture Creations, as requested, within minutes of arriving home and finding the damaged furniture in my garage. I have been greatly inconvenienced and an inordinate amount of my time has been wasted. I paid for NEW furniture and I did not receive NEW furniture. I have been stuck in limbo for nearly a week now and Furniture Creations does not respond to my requests for a resolution. I want my money refunded so that I can move on and buy new beds for my daughters and they can stop sleeping on the floor.

Business

Response:

Hello,

We apologize for the issues with this order and the communications errors. We previously arranged for the freight carrier to pick the item up and provide the customer with a full refund but the customer declined and requested a 25% partial refund for the order. We have already provided the partial refund for the customer and consider the matter closed. If the customer wishes, we will pick the order up and return it to our warehouse and provide a full refund. As far as customer communication, [redacted] logs all e-mails and we can provide proof of our responses if necessary. We responded to the customer on 07/25, 07/29, again on 07/29, 07/30 and 07/31. I'm not sure if there is an issue with the customer receiving e-mails through the [redacted] message system but it is surprising that none of those messages were received. Our last communication with the customer was that the matter was resolved, perhaps this was filed prior to the issue being resolved? Please let us know if we can provide any additional information.

Thank You,

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 purchased a 3 piece coffee table set from Furniture Creations through [redacted] for $217.69 + free shipping. According to their color description, they claimed the wood color to be a rich cappuccino finish. They also had a photo attached to the description which showed a rich cappuccino colored table set. However, when I received the order, I opened the box to find that the table set is actually a burgundy wine color. the reason I purchased the tables is because I needed a cappuccino set to match the decor in my house. Burgundy does not match at all. I contacted the company via email to make them aware of this and asked if I could return the table set since I wouldn't be able to use them. They wrote me back saying that I could return it within 30 days but will have to pay a 15% restocking fee, pay for and arrange the return shipping, and that although they had sent it to me with free shipping they would now have to deduct those shipping charges from my refund. I wrote them back twice confronting them about how ridiculous it was that they were the ones who were at fault for improperly describing their item yet I am the one who has to pay for it. They have not gotten back to me.Desired Settlement: I spoke to Amazon and they agreed to help pay for the return shipping. I would like a FULL REFUND fromFurniture Creations. They should not charge me the 15% restocking fee and should not deduct the outbound shipping charges from my refund due to the fact that this return is because of their improper description and image of the product.

Business

Response:

Hello,

We apologize for the issues with the order. Although we make every effort to provide high quality images there can be appearance variations due to monitor setting/brightness, etc. That is why our policy states that if precise colors are critical to your order, please contact us so that we may assist you prior to ordering. In this case, we will be happy to waive the restocking fee if the order is returned to us at the address below. If this is not acceptable, please reply with some photos of the item and the item number on the outside of the box and we may be able to provide a return shipping label if it is the wrong item or the color is not as described. We look forward to your reply.

Return Address:

Furniture Creations

Thank You,

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,

I am satisfied that Furniture Creations has decided to waive the 15% restocking fee. I spoke to [redacted] nd they said they would credit me for the return shipping. I know that Furniture Creations said they would consider providing a return shipping label if I sent pictures of the incorrect color but I refuse to reopen the box after I already repackaged it. Thank You [redacted] for being a company that stands by their customers!

Review: I bought a Queen storage bed online from Furniture creations on 06/29/2013. The bed was shipped 07/05/2013 and delivered by [redacted] on 07/09/2013. When the driver arrived at my building on downtown Charlotte he told me he was making a curbside delivery only. I told him the delivery address on the papers showed my unit number and that is where I expected to take delivery. I refused to take delivery of 3 big boxes that weighed over 400 pounds on the curbside of a busy one way street in downtown Charlotte on a Tuesday afternoon and that the only place I could take delivery and do an adequate inspection was in my unit. He refused to take the item to my unit and finally brought it to the building loading dock. At the dock I could only do a cursory inspection of the boxes while they were on the forklift and I didn't see any obvious damage to the boxes so I signed the papers and the truck driver left.

I personally supervised the movement of the boxes to my unit using the building freight elevator and a moving cart. I paid the gentleman who helped me $80. I started assembling the bed immediately. All the components were in good conditions except one of the middle board which has a gash on it. I called [redacted] to make a report and I have been in contact with Furniture Creations to lodge a complaint, I emailed pictures of the damaged products while in the box and requested for an exchange from Furniture Creations. Till date nobody returned my calls or my emails.Desired Settlement: 1. Apology from Furniture Creations for selling a damaged product to me.

2. A replacement for the damaged middle board of the bed.

3. Reimbursement for $80 being the amount I paid to move the item to my unit which is the delivery address

4. Unreserved apology from [redacted] for giving me a hard time with this delivery

5. Investigation into why items weighing over 400 pounds with over 50 parts are being delivered on the curbside. I strongly suspect this is a scam to sell damaged products to unsuspecting members of the public.

Business

Response:

Hello,We received one message from the customer on 07/10/2013 and the customer stated that one of the boxes had some damage and he would like it replaced. We promptly responded with the following message:"Thank you for your inquiry. We apologize for the damage to your item! Can you please note if the concierge noted the damaged box on the receipt at the time of delivery per our [redacted] policy? Also can you please provide photos of the item for our review and confirm which box contains the damaged piece? We will need photos not only up close but also from further away so that we can see exactly where the damage occurred on the item. Once we receive the photos, we can look into getting this resolved."We have yet to receive any photos of the damage and will need those in order to proceed. We will be more than happy to replace the damaged piece but we have no way of knowing the extent of the damage or which box we need to replace without photos. All of our freight deliveries are curbside and we clearly state this in our policy page on [redacted]. This is the case for almost all large freight shipments due to liability issues and to keep costs down for our customers. This is clearly not a way of scaming our customers. Our policy reads:"Shipping / delivery methods:LTL Freight: For larger items that need to be shipped by freight, we will ship them through one of several freight carriers by pallet or other measure.Our freight shipping is a Self Service CURBSIDE ONLY delivery service without liftgate. The customer must thus help unload items from the back of the freight truck as well as bringing any merchandise into their home. We recommend that you have someone available to assist you with doing so.Furniture Creations is not responsible if you are unable to get the furniture into your home for any reason.Furniture Creations will not approve or accept the charges for any services other than those provided.The following are LTL Freight guidelines to ensure a smooth delivery process: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.Any changes made to the address and / or phone number after the order has been shipped is subject to an intercept fee, which is charged to us by the carrier.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.If you have scheduled delivery and then no one is present to receive the order when the carrier arrives, a redelivery fee will be charged that would need to be paid to us directly so the carrier can reschedule. It is important therefore that you adhere to the appointment that you made with the carrier and notify them of any changes as soon as possible.The following optional services are available separately if desired and / or required. Please contact us prior to shipment to see if these services are available for your order:Inside delivery with liftgate is a drop off service to the first accessible room from the entrance. (Certain restrictions apply).Liftgate service for curbside delivery.The following instructions MUST be followed when your order is being delivered: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 (i.e.: If you purchased a Bedroom Set and just the Dresser was damaged, refuse only the Dresser and accept the rest of the set).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.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. Inspection is very important to ensure that you receive a brand new item in great condition.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 [redacted] 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.If you notice any damage from shipping after you have accepted the delivery, please follow the instructions within our Damaged Merchandise policy.By purchasing from us, you acknowledge our above freight policy and agree to follow its instructions."Please let us know if we can be of any further assistance.Thank YouFurniture 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.On July 18th, I sent an email to furniture creations at the following address: Furniture Creations - [redacted] <[redacted].[redacted].com> (Pls see screen shot below) I gave an account of my experience taking delivery of the item and attached several pictures as requested by Furniture Creations. I will copy and paste the text of the email and the pictures.Hello, My name is [redacted]. I am the original buyer and recipient of the item - a storage bed which was delivered in damaged condition. My friend [redacted] helped me to purchase the item and initiated the complaints online because I have been very busy. I will provide a step by step account of what happened during delivery of the said item and summarize my conclusion about this fiasco. The truck driver arrived at [redacted] sometime around 2pm. He told me he was authorized to make a "curbside" delivery and showed me a note on the delivery papers stating this. This was the first time I heard this delivery was going to be at the curbside. I categorically refused to take delivery of the item which came in 3 large boxes and weighed over 400 pounds at the curbside. I asked the truck driver how he expected me to take delivery of such a big item on the sidewalk of a busy one way street in downtown Charlotte at 3pm on a Tuesday afternoon and expected me to do any meaningful inspection. I also pointed out the delivery address on the papers which clearly showed unit 1701 [redacted]. After a lot of arguments we reached a compromise for him to deliver it at the loading dock near the freight elevator. The truck driver carried out the items from the truck using the fork lift and asked me to do the inspection. I had to inspect the boxes while they were on the lift. I did not notice any signs of damage on the boxes so I signed the delivery papers and the driver left. I borrowed a moving cart from the concierge service and employed the help of one of the managers to move the items to my unit. I personally supervised the loading of the boxes into the freight elevator and their transfer to my unit. No accidents occurred during this move. I immediately started assembling the bed because I had to start a 7 day 12-14 hr shift the next day. All the items were in good conditions except one of the middle boards which has an ugly gash at the top right corner. This damage is not only aesthetic but also structural. Pls see attached close up pictures. I called [redacted], the delivery company and spoke with a manager called Tammy who said an inspector will call me within 24-48 hrs to set up a time to see the damage and make recommendations for replacement. This conversation took place approximately 1 hour after I received the item. Neither the inspector nor Tally nor anybody from [redacted] called me back!!! The next day or so, I informed my friend [redacted] who made several phone calls to [redacted], Furniture creations and [redacted] before initiating this complaint. Now, my thoughts about this damage:1. The middle board was already damaged BEFORE I took delivery. I didn't have an adequate opportunity to do a thorough inspection because of the driver's refusal to deliver item to the DELIVERY ADDRESS as stated in the papers (Pls see attached paper). 2. It is very curious that a company like [redacted] which delivers heavy products would make "curbside" delivery. The truck driver mentioned that this mode of delivery is strictly enforced at the company and that just a few days prior he had left a heavy item on the curbside for a female customer. I believe that my flat refusal to take delivery at the sidewalk and the threat to walk away prevented me from suffering a similar fate. I have just moved into my place and this is my 4th delivery. All the items were delivered to my address which is my unit. The electrical appliances were connected and turned on to show they were working properly. I had time to do a thorough inspection of non electrical items in my unit. I strongly suspect that this tactic is employed to discourage inspection of the items many of which are damaged.3. This whole episode prevented me from getting my place ready before I started my set of shifts which severely destabilized my routine. I had the half assembled bed and empty boxes all over my place for 3 days waiting for the inspector from [redacted]. I was so disorganized I reported late to work 2 days in a row and was cautioned. This has never happened before!!!! I also had to pay for the help to move the item to my unit.Now, what needs to be done so I can move forward form this nightmarish experience:1. I want an unreserved apology from Furniture Creations for selling a damaged product to me.2. I demand an apology from [redacted] for giving me a hard time during this delivery and not delivering the item to the address stated on the delivery papers.3. I want the damaged item replaced and the damaged one removed within one week before I start the next round of shifts.Regards,[redacted]

Business

Response:

Hello,Thank you for the photos! Again, we apologize for the damage to your item. [redacted] logs all emails and we searched the [redacted] system and there is not a message that was received. This message was probably not sent due to the number of images and size. As we stated previously, all freight shipments are curbside deliveries, this is clearly stated in our policies on [redacted] and on our website. This is not a way to deceive you in anyway. I assure you that we do not ship already damaged merchandise as you stated. This would serve as no benefit to us or our customers. Many freight carriers do not like to perform inside deliveries due to liability issues. Also, we are able to keep our prices as low as they are by offering curbside deliveries. If you had requested inside delivery, this would have been at an additional cost. Our policies also state that all shipments must be inspected at the time of delivery and any damage noted on the delivery receipt. However, we do understand that concealed damage does occur and that a full inspection is not always possible. Therefore, we do make exceptions if we feel it is warranted. In this case we can offer two options. 1.) A partial refund towards the repair of the damaged piece or 2.) A replacement box for the one that is damaged only. Please reply with the box # that contains the damage.Regarding your requests. We have notified the carrier of your issue and requested an apology. However, we cannot guarantee that they will call you and apologize. Unfortunately, we do not have control of whether or not they follow through. We also do not pick up damaged merchandise. If you choose a replacement box, the original damaged piece can be discarded. Again, we apologize for the damage to your item and look forward to your response.Thank You,Furniture Creations

this is one of the WORST companies I have ever dealt with--they shipped us a dresser that had 3 out of the 5 drawers damaged and I followed the "damage procedures" from their website and received zero help--we had to do everything through AMAZON as far as getting replacement parts form the manufacturer and when they arrived 6 weeks later they were damaged as well--i dont even care anymore but my experience with FURNITURE CREATIONS gave me no call backs--no responses to emails and a general lack of care for a customer that received damaged goods from them--i found out the names of the management-even the President and they would not even respond to my inquires--My advice to any consumer is DO NOT BUY FROM THIS COMPANY their customer service is non existent--they do not stand behind their products

Review: I purchased a kitchen table set sold on [redacted] by Furniture Creations. The set is missing a side chair rail. This has left me with only 3 working chairs. I ordered this set on Feb 26th and it is now almost April. I have waited long enough for this to be resolved. I have contacted the seller numerous times. The seller keeps informing me that the missing part will be coming but can never give me a date or arrival or a tracking number. The seller also won't answer the phone or return voice messages! Please see emails below.

Here is a copy of the e-mail that you sent to Furniture Creations.

Order ID [redacted]:

1 of Acme [redacted] 5-Piece Martha Counter Height Dining Set, Espresso Finish [[redacted]]

------------- Begin message -------------

I received my table today. However, I am missing 1 P4 side stretcher that fits the right side of the chair if you are sitting in it. I have an extra P5 front stretcher. Please mail a right fitting P4 side stretcher ASAP. If you include an return box with postage I'll mail back the the extra front stretcher P6. Please advise.

------------- End message -------------

Here is a copy of the e-mail that you sent to Furniture Creations.

Order ID [redacted]:

1 of Acme [redacted] 5-Piece Martha Counter Height Dining Set, Espresso Finish [[redacted]]

------------- Begin message -------------

I sent the below message yesterday and still have not received a response. Please advise.

I received my table today. However, I am missing 1 P4 side stretcher that fits the right side of the chair if you are sitting in it. I have an extra P5 front stretcher. Please mail a right fitting P4 side stretcher ASAP. If you include an return box with postage I'll mail back the the extra front stretcher P6. Please advise.

------------- End message -------------

Here is a copy of the e-mail that you sent to Furniture Creations.

Order ID [redacted]:

1 of Acme [redacted] 5-Piece Martha Counter Height Dining Set, Espresso Finish [[redacted]]

------------- Begin message -------------

I was told that your company would contact the manufacture for my missing part 3 days ago. I have yet to hear anything else. Please advise when this piece will be mailed along with a tracking number. I currently only have 3 working chairs. See message below for reference.

Thank you for contacting Furniture Creations

Emails are responded to in the order they arrive, and we have had a

large influx of emails recently since we have had issues with our phone

lines. We are sorry for the delay with responding, as we are working on

getting things back on track.

We will contact the manufacturer to get you the right parts that you

need.

Again, we are sorry for the inconvenience.

Thank you and we hope that you have a great day

Furniture Creations

Internet Sales & Support

Furniture Creations - [redacted] Marketplace [redacted]>

Mar 23 (7 days ago)

to me

Yes we were able to contact them, and confirmed they have the parts

ordered right now. There is no tracking available. As soon as the

tracking is available, we will be able to get that to you.

We are sorry for the inconvenience, we are working as fast as we can to

get you the parts that you need.

Thank you for your patience.

Furniture Creations

Internet Sales & Support

Order ID [redacted]:

1 of Acme [redacted] 5-Piece Martha Counter Height Dining Set, Espresso Finish [[redacted]]

------------- Begin message -------------

Where is the missing chair side rail so I can finish building the last chair? I ordered this product on Feb 26th and it is now almost April and I still can not have my whole family sit at the dinner table because I only have 3 working chairs. I need this resolved now. I have waited long enough. Where is the missing side rail?

Regards,

------------- End message -------------

Thank you for contacting Furniture Creations

The parts have been ordered from the manufacturer. We are waiting for

them to have them in their warehouse to be able to send out to you. We

do not have an ETA at this time, but I will continue to contact them to

get any more information for you regarding the shipment for the

replacement parts.

We are sorry for the delay with getting the replacement parts, as we do

not store manufacturer parts here at our warehouse. We are working to

get this resolved as quickly as possible for you.

Thank you for your patience

Furniture Creations

Internet Sales & Support

Order ID [redacted]:

1 of Acme [redacted] 5-Piece Martha Counter Height Dining Set, Espresso Finish [[redacted]]

------------- Begin message -------------

I see that you have not ETA. I can not keep waiting weeks and weeks for this piece. Are you saying the part will be mailed this week, in a month, or you have no clue? Do you expect me to just wait for months for this piece because I ordered this table on Feb 26th and it is almost April. That is not ok. Please advise when this part will be delivered.Desired Settlement: I simply want the missing part! I need it now and not in another month or whenever they get around to it!

Business

Response:

Hello, on Monday, March 16 the customer sent us an email stating that she was missing the side stretcher for the right side of her chair. We responded to the customer as soon as possible apologizing for the issue and let her know that we would place the parts order for her right away. The customer inquire 3 days later about the status of her parts and we again informed her that they have been ordered and we would send her tracking information as soon as it was available to us. On Tuesday, March 31 we sent the customer an email apologizing for the time it was taking to get her part and had offered her a $50 partial refund for the inconvenience which was successfully submitted for the customer on April 1st. We have since not received a response from the customer. We are doing all that we can to assist the customer and as previously stated, we are working diligently with the manufacturer as we are at their mercy at this point. The parts order was placed when promised and the chair stretcher was shipped by [redacted] on 4/6 via [redacted] #[redacted]. Delivery is currently scheduled for Friday, 04/10/2015, By End of Day. We apologize again for the inconvenience caused by the delays with [redacted] fulfilling this request. 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.

[The company has no provided me with a tracking number or an email stated that the item was shipped. I will accept the resolution on this claim only once the correct part has been received. This email is the first I am seeing an actual tracking number. I did receive a $50.00 credit for the frustration dealing with the missing part. However, I am still missing the part. I hope to have this by Friday as stated in your response from the company. ]

Regards,

Business

Response:

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.

Review: I purchased a coffee table and 2 end tables from this company, I first called the company to find out what happens if I should receive a damaged part, they said they would replace the part. So I placed my order august 14. I received an email from them stating I should receive my order between august 25-28. I received it on the 22nd late afternoon, I am assuming, I was not home at the time. It was sitting in front of my garage when I got home around 530. The box was a little smashed on the top. I brought it into my house, cut the box open and begin to take out the parts.

I have found several parts that were damaged or completely broken off, missing parts, and the bag that the bolts and screws were in was partially ripped open and the screws were found all over the box, some of the Styrofoam was in pieces, that was used to package the items with. I immediately contacted [redacted], who was who I ordered it from, they took notes and said they will contact the seller, in the mean time they gave me a phone number to contact the seller also. Which I did so, they asked me to send pictures of the damaged parts, I did so and explained each one. This set cost me 407.00. I did throw the box out; it was all cut open from removing the parts. Thinking at that moment, there was no way I will be able to resend anything in it, without if falling apart. I didn’t worry about it at the time, since they assured me any damages would be replaced, I have ordered furniture from many places, and not one of them had a problem with replacing the damaged parts. I had no idea who I was dealing with until I came across these people.

Well after sending in the pictures, I received an email the next day stating, they would give me a whole 75.00 and replace the screws. I can’t even put the thing together, due to the damaged and broken parts. I told them this was not acceptable and I would like the parts replaced or a refund, and I would be glad to send it back if they had [redacted] come get it. They are arguing that I need to send it in the original box which was basically nothing left of. I explained to them, that I would not be able to fit all these pieces back in and keep the box together, I had called them several times also. They said they will not send replacement parts and they would just give me 100.00 and I can go look for someone to fix it, which if you can see the damage, really not fixable. I asked them if they can send another one and I would put the damaged one in that box and send it back they refused; I asked if I can buy a new box and send it back they refused, all over a box. 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. If that was the case they could have gave me an exact date and time of delivery. All I am asking is to have the damaged parts replaced or give me a refund for 407.00. I saved for this specific item for some time, and then to have this happen is just very upsetting; I rather try to get it resolved before I go seek legal help. Also [redacted] has attempted to contact them several times to help get a refund, or replacement. Please help. Thank you. Also I have all the pictures of the damage I can send them to you.Desired Settlement: Would very much appreciate a refund, or replaceable parts. I dont think a box is a big deal to purchase to return the broken items in. its very unfair that they want me to try to tape pieces of a box together to send the damaged items back, no other company has ever had an issue with what box it was shipped back in as long as they got their item. thank you for trying to resolve this for me, I rather not spend the time or money on this, but I will seek legal action if need be, I beleive this company is 100% wrong in sending all this damage, and not replacing or refunding the items. if I could piece the box together I would.

Business

Response:

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].

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.

Regards,

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.

I was told in the first place before I made the purchase, that any damaged parts would be replaced, therefore I trusted this company, [redacted] informed me that Furniture Creations policy stated, you must open your box and examine every part while the delivery person was there. Well again, this could not be done, since it was delivered on a date not specified. I called immediately, and was told to send pic of the damage, I did, I had already cut the box open in 2 areas. there is no way I could of stuffed all the parts back and tape it back. I don't understand why they are being so difficult, I can get a copy of the shipping label from [redacted]. The box was not damaged by [redacted]. The box would of had to have a lot of damage to it if that was the case. How can a bag of screws be ripped opened from dropping a box and the parts that were scratched and broke were between styrofoam, therefore it looks very much like it was packaged that way. All I ask is to have it replaced, or refunded! I rather not waste more time filing with legal services. I never had any problems with any other furniture store before. I have read other customers complants from this place also in the same situation. again I would like to ask for a refund or replacement, I will be happy to send it back in an undamaged box. thank you. I have pictures available of the damage, if you would like to view them.

Regards,

Business

Response:

Hello, as previously explained, without the original packaging we are unable to have the entire order replaced. Per our posted policy: "The original shipping boxes with the shipping labels are required to be retained by the buyer in the event they are needed for a return and/or claim with the carrier." Since we no longer have any recourse with [redacted] to get a claim filed and our cost reimbursed, the options for resolution with the buyer are limited. We will pursue the replacement of the necessary parts with the manufacturer and see if we can get them to send all of the requested ones to the buyer as an exception so this can be taken care of. We are not trying to be difficult or intentionally refusing to help the buyer. Without the buyer's adherence of and cooperation with our posted policies provided for their protection, we can only operate within the restrictions of what we are able to reasonably do. We will contact the manufacturer to request that the parts be sent and let the buyer know what the decision is regarding that. Thank You, [redacted], Customer Service Manager, Furniture Creations, [redacted].

Review: I purchased two chest from Furniture creations and both chest were damaged. Furniture creations was to arrange inside delivery prior to shipment and did not. I finally got it corrected before delivery, but the deliver company had no record of this on the bill. The driver also arrived with no hand truck to bring the chest inside. I had to provide a hand truck and he said he had no issue bring the items inside. Once the items were inside I looked in the top of the box but could not fully inspect until I remove the chest from he box. The outside of the box showed no visible damage. Each chest weight over 100 lbs and I could not open these by myself. I noted no visible damage from what I could see and the driver left. A few hours later I removed the chest from the box and was able to look more closely. One chest had scratched on the drawer. the second chest had several spot that looked like the finish had been removed. Once I opened the front door I noticed the screws in the top hing were not attached to the wood. I then noticed a crack down the inside frame. I also noticed the cabinet was not level and looked like one of the legs was attached crooked. I immediately called furniture creation and they advised me to file a claim thru [redacted]. I proceeded to file the claim and also advised I had pictures.Desired Settlement: I have been trying to work with [redacted] and Furniture creations to resolve the issue. I asked for a touch up kit for the chest with a scratched drawer. I was told they don't have one and they have not responded with another option. I would like a $50 credit to purchase my own for his cabinet to repair. On the second chest they have said I could return for credit less a 15% restocking fee and I have to pay shipping back to them. I had asked them to replace the cabinet because it was clearly shipped damaged. Since they have not even responded to a replacement I would like a full refunds and they needs to arrange return shipping at their cost. I have the packaging and advised them I have to break down the box to remove the chest. You can clearly see the packaging was not damaged on the outside and shipping could not have caused the damage. This company has an issue with quality to ship damaged items and not take responsibility for the issue. They see no way it could have been damaged unless it was done in shipping. I have tried to be reasonable with my request, but retaining me as a customer is obviously not what they want.

Business

Response:

Hello,We apologize for the issues with your order. We will be happy to pick up the damaged piece for a refund or provide a partial refund for repairs. At this point, we can offer a 50% partial refund for the damaged item. Again, we apologize for the issues and look forward to receiving your response.Thank YouFurniture 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.

Please note I am still waiting on the refund and they refused to pay return shipping. I am still working with [redacted] to try and get my shipping charges refunded.

Review: Furniture Creations is scamming customers, please excuse the melodrama. They write a policy that "returns have to be in original packaging" and then when the packaging is damaged upon arrival, refuse to do anything. How am I supposed to send a piece of GLASS back in a torn up box? It arrived that way, and was further torn up upon routine opening. I understand they have a "policy" but that policy is flawed in execution.Desired Settlement: I would like a refund or new product.

Business

Response:

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