Furniture Creations

Review: Yo hice esta compra por medio de Amazon. El mueble que compre es mas grande de lo normal.

Cuando llego la Compania de delivery dejo la Caja ( de tamano enorme en mi garaje ). Cuando llego mi esposo me ayudo a sacar el mueble de la caja por su tamano y peso y nos encontramos con que el mueble vino quebrado en una esquina que deprecia completamente este producto. En principio queremos que nos sea enviado el producto en perfecto estado. Pero si Ellos no aceptan esto pedimos nos sea devuelto todo el dinero. La compañia se quiere escudar en un email que no recibi ( puede estar en mi bandeja de Spam ) en que Ellos dice que si recibo el Item y firmo sin revisar me quede sin proteccion. Como piensan Ellos que una sola persona puede revisar algo tan grande sin ayuda? Como se libran Ellos de su responsabildad como Comercio o Negocio tan facil?. Esto es un abuso y pido me sea enviado el mueble en perfecto estado o me devuelvan mi dinero.Revdex.com TRANSLATION:I made this purchase through Amazon. The furniture I purchased is bigger than normal. When the delivery company came they left the huge box in the garage. When my husband came home he helped me take the furniture out of the box because of the size and weight. Once we got it out of the box we found that one of the corners was broken which completely depreciates the product. On principal we want them to send us the product in perfect condition but if they don’t agree/accept this request we are requesting a refund of the whole amount paid. The business is trying to hide behind an email they said they sent to me which I did not receive (unless it went to my Spam folder). They state the email states that if I signed for the product without looking at it first I don’t have any protection. How do they think that one person is going to be able to look over the product of this size with no assistance? How can they free themselves from any responsibility as a business or commerce so easily? This is abusive and I am asking that they send me the same product in perfect condition or they refund my money. Desired Settlement: Enviarme el mueble en buen estado y se lleven el que el enviaron dañado ese miso dia. O me devuelvan 100 % de mi dinero. Revdex.com TRANSLATION:Send me the same product in great condition and take the damaged one the same day or refund 100% of my money.

Business

Response:

Hello, our policies are posted within our storefront on [redacted] as every other seller's is. We send a courtesy reminder email to each buyer knowing that not all customers read the policies prior to purchase. This buyer was emailed the reminder on Friday, January 23, 2015 4:31 PM (copy attached), which states: "INSPECTION: It is best to completely inspect the contents of each box, regardless of the condition of the outside of the box. Count, open & inspect entire contents BEFORE signing for the shipment! If damage to the boxes, products and / or shortage is observed, note damaged items and / or shortages on the delivery receipt. All freight companies allow a specific amount of time for you to inspect your shipment before the driver leaves. The time limits are based on the total weight of your shipment. If the driver refuses to wait, then you must call Furniture Creations IMMEDIATELY at [redacted]. When you sign the delivery receipt, it is a legal contract that states that you accepted the product in that condition." The policy also informs the buyer that the order is "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." The buyer was thus made aware that they first needed to ensure they had assistance to receive the order and that they needed to inspect it. The fact that the buyer did not adhere to these instructions is unfortunate, but not our fault or responsibility. In the interest of customer service as a courtesy, we offered the buyer with a substantial refund of $100 because we cannot replace the item at no charge because the damage was not noted on the delivery receipt. This is standard for all companies that ship via freight service so we are not intentionally making this difficult for the buyer. We cannot file a claim with the freight carrier and hold them responsible for the damage since it was accepted free and clear of any issues, so the partial refund we are offering is an out of pocket loss for us we cannot recover. If the buyer is not willing to accept that, they can return the item to us. They can send it to the following address in the original packaging with the RMA number as shown: Furniture Creations, [redacted]. Please provide us with the tracking information within the next five days so we know when to expect the item. The refund for it will be issued in accordance with our return policy once the order is received back at our warehouse. We will waive the restocking fee as a courtesy. Thank You, [redacted], Customer Service Manager, Furniture Creations, [redacted].

Review: Ordered this portable bar from this company was not delivered by date stated. My husband took half day off to receive the order. It arrived an hour before he got home. I signed for the package. We opened it one hour later. Contacted the company right away. Through [redacted]. They sell on the website. Was told by [redacted] to send pictures of damage. We did everything they required of us. The bar is completely destroyed. [redacted] states in an email that he would give us $100. towards repairs or we can return. These are unacceptable. Estimates for repairs are at least the amount we paid for the bar and to return on our own is over $1000.00. We paid $654.92 We have spoken with Them several times. We have spoken with [redacted] several time and we have spoken with the manufacturer several times and we keep getting the runaround no one wants to take responsibility for this damaged bar. We just want our money backDesired Settlement: We want our fund of $654.92 and they can pick up this damaged bar that has been taking up space in my garage since May 12, 2014

Business

Response:

Hello, the buyer was aware of our posted shipping policy (see attached screenshot) where it states: "Always inspect your shipment BEFORE signing for it...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...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." This policy was also emailed to them as a courtesy reminder on Wednesday, April 30, 2014 4:57 PM prior to shipment. We also attempted to call the buyer on 5/1 to review this information in person over the phone, but they did not provide a phone number with their order. Regardless, the instructions for receiving their order were made known to them and very clear as to what needed to be done. The fact that the buyer did not adhere to this policy is not our fault or responsibility. In the interest of customer service, we even offered a partial refund of their payment in the amount of $100, which was refused. The buyer had opened a claim through [redacted], which was decidedly closed in our favor and their full refund denied on Tuesday, May 20, 2014 based on these facts. If the buyer does not wish to accept the partial refund offer, which is our best and final since they did not adhere to our policy, they are welcome to return the bar to us in the original packaging to: Furniture Creations, RMA #[redacted], [redacted]. We will waive the 15% restocking fee so the buyer receives a full refund of their original payment, but they would be responsible for the return shipping per our policy. The order must be received back to us no later than 6/30 since our 30-day return policy period has already expired. Please let us know how the buyer would like to proceed. Thank You, [redacted], Claim Specialist, Furniture Creations, ###-###-####.

Review: This bed was purchased in October 2014 and delivered at the end of October. It was assembled according to the manufacturer's instructions however several of the slats broke on 12/2/14. I contacted the company regarding this issue by phone to no avail. I emailed on 13/12/14 and sent photographic evidence. They said they would contact the manufacturer. I contacted again by phone and said that all I wanted was new slats/repair. The damaged bed was causing severe back pain and therefore could not be used. I did not get a reply for several weeks and emailed again. They said they had not had any reply. It is now over 8 weeks and I have not had a reply from the company. I have had no choice but to purchase a new bed as the one bought was defective. I have been very patient with them to try and reach a resolve but to no avail. I did try to get the details of the manufacturer when calling but they would not give me the details. I further contacted the company to try and find out what was happening and they dismissed me saying it had to be dealt with through the warranty. I think 8 weeks is too long to have to wait for a product that was only 4 weeks old.

This was purchased through [redacted] and when I tried to file a claim with [redacted] they advised as it was not covered in their terms policy page it was not covered.Desired Settlement: Initially I wanted replacement slats and a repair.

As they did not communicate with me and it was a long time I had no choice but to purchase a new bed and therefore I am requesting a refund to [redacted] credit or my card.

Business

Response:

Hello, this order was confirmed delivered to the buyer on Fri 10/31/2014 2:54 pm. The buyer did not email us until Saturday, December 13, 2014 5:04 PM to report any issues. They had the bed for a month and a half without issue so whatever damage occurred during use was caused by the buyer or a result of a manufacturer defect. In the interest of customer service, we requested photos so we could attempt to determine if a warranty claim could be filed, which the buyer provided and we are proceeding with a manufacturer warranty claim on their behalf. We provided the order as advertised however, so the buyer is not eligible for a refund of their payment unless the manufacturer determines that to be necessary and since it is over our 30 day policy period and the bed has been in use, they are no longer eligible to return it. Per our posted policy: "In the event an issue with a product is determined to be a defect caused by the manufacturing process and not shipping damage, we will submit the details along with required photos of the item to the manufacturer to file a warranty claim on your behalf. Furniture Creations is not liable for such defects. The manufacturer’s decision on the warranty claim is final and Furniture Creations is not responsible for taking any actions outside of that process." The last message we received from [redacted] regarding this claim was on 1/27/15 and we are actively pursuing this with them. While we apologize for how long it is taking, as with any warranty / insurance claims process, it takes time and we are just the middle man relaying information between the two parties as it is received. The buyer filed a claim with [redacted] on 12/15/2014, which was closed as denied in our favor based on these facts on Saturday, December 20, 2014. Despite this, we are proceeding with the warranty claim on the buyer's behalf and when [redacted] gets back to us with a decision, we will be sure to communicate that to the buyer and provide them with the resolution presented. 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.

First the company does not recognize that I contacted them prior to this. I attempted to get details of the manufacturer to no avail, however now I have the details here. They advise that they have been waiting for the company to reply and that they received an email in January, however they failed to communicate anything to me regarding this. At no point have they offered information and I have had to initiate communication each time. I have contacted the manufacturer and they state 'My apologies for the retailer not helping you, but unfortunately the manufature warranty is given to the Furniture Retailer, they are 100% responsible for helping you'. They later to go on to say 'The cost is up to the furniture retailer'. After seeking some advise I have been told that the warranty to me is in fact through Furniture Creations as the manufacture warranty is available to me. I have tried to go directly but I am not able. This has been an ongoing issue that has not been resolved. I have not received any communication regarding resolve, time frames or anything for that matter in the past 10 weeks. As this is not a warranty directly upon me I have no way to have any exact details regarding this claim. As a result of the above I therefore feel that the response does not resolve my claim.

Regards,

Business

Response:

Hello, the manufacturer does not deal with the general public, that is why [redacted] told the buyer that we had to assist them, which is what we are doing by means of the warranty claim we submitted on their behalf with the manufacturer. We fulfilled the order as advertised without issue so our responsibility is complete in that regard. Since we have the relationship with the manufacturer that the product warranty falls under, we serve as the middle man as has already been explained in detail. We have no reason to intentionally drag out an issue for an order less than $150, but the process for the defect has to be followed or there is no resolution. Again, we have done nothing wrong and can only provide the buyer with information when we receive it. I have personally sent an email to [redacted] to follow up on the claim and we will be sure to follow up with the buyer upon receipt of their answer to us. Thank You, [redacted], Customer Service Manager, Furniture Creations, ###-###-####.

My family and I were also scammed by Furniture Creations. Don't buy anything online from them it’s a complete scam, and they are a bad company.
After buying a new bed thru a regular furniture store for my daughter, we decided to add the matching bureau for her birthday. At the furniture store it was $400+$110 delivery fee. We found the same bureau on [redacted] thru Furniture Creations for $300 and no delivery fee. Wait a 65lb piece of furniture delivered to my home for free and $100 cheaper than a big name furniture store, it sounded too good to be true...and it was. For the record Furniture Creations does state on [redacted] that you should check the furniture before accepting delivery. However also understand that that delivery service is a guy by himself in a truck and you need to help him carry the furniture, which is in a box strapped to a pallet. They will only carry it to your driveway, not into your home. At no point will the driver help you open the box, or offer you a box cutter, knife or any tool for you to do it yourself. he will also not remind you that you should check the furniture for damage. All he will do is hand you the invoice and tell you to sign it, and split. I did not sign the form right away and a told the guy to wait, while I used a car key and my bare hands to tear open the top of the box outside in zero degree weather. From what I could get open most of the top of the bureau looked fine. At that point, I signed the form and told the guy to wait while I got scissors to cut the plastic straps that attached the box to the pallet. I went in the house, and when I came out the driver and his truck was gone. I cut the straps and that is when I finally noticed the damage, the drawer were crushed into the bureau about 2" deep, just like it was hit by a car, or someone laid a few pallets on top of it. The drawers were wedged in the bureau and would not come out even with some prying, meaning the rails inside the bureau were probably severely bent. The bureau was ruined and unusable.
I called the driver who was less than 2 miles away to tell him to pick it up, and he said no, but call the seller-furniture creations and thy will take care of it for you.
Called Furniture Creations and at first they seemed like every other company. Everything was done via E-mail. They wanted me to take some photos of the damage and email it to them. The weird thing was the E-mails were only first names and they all had almost made up foreign first names. There was a long wait and there solution was this..."We can send you new drawers for $70 EACH, if not sorry you’re stuck with a damage piece of furniture and out $300." After some back and forth emails and threats to sue, they offered to give us a refund if we ship it back. For us to ship it back it would have cost $252, so we kept pushing. Finally they PROMISED to handle the delivery for their discounted rate of $120 and offer a full refund. OK my wife and I thought we will lick our wounds and get $180 back. The broken bureau was sent back to Furniture Creations...and after a long wait, they refunded our credit card...$90...adding additional fees after the bureau was already picked up.
After doing some checking around I found out that furniture creations buys damaged and reject furniture for cheap and sells them online, playing the odds game that most people will not fully check the item and either take the damaged piece as is, or realize it’s too costly to get your money back and give up. BTW [redacted] was not really any help in any of this...we have prime, but Furniture Creations offered free shipping, so [redacted] was not involved in the shipping. [redacted] A to Z also did not help because all they did was referred us back to Furniture Creations.
I don't understand how they can be listed highly on Revdex.com when you have over a dozen reviews and they are all negative. If you [redacted] search Furniture Creations AZ you will find more people who suffered this online furniture scam with Furniture Creations.

Review: When our package was delivered, it was wrapped up in cellophane, a cardboard box and on a wooden pallet. The driver left the package and would not wait for us to inspect it. We wrote on the receipt that we could not inspect the package. Once we opened the package, we saw that the loveseat was attached to the wooden pallet by nails. These nails were embedded directly into the frame of the loveseat and had broken away and broke the frame of the loveseat. I contacted the Furniture company, supplied them with pictures of the damage and they are not accepting any responsibility, said that since we did not inspect the furniture upon delivery, they are not responsible. I told them that the driver left, would not wait for us to inspect the item, but they don't care. They offered me a 15% refund, but that is not enough due to the extensive damage done to the frame, There are 6 pieces of wood missing in the front, back and both sides of the loveseat, as well as scratches to the wood, even on the top of the loveseat. It is very damaged. I purchased a NEW, UNDAMAGED loveseat - not one that has pieces of wood missing. I want them to come and pick up this item as I am not keeping, nor paying $797.42 for a damaged loveseat. I am very unsatisfied with everything regarding this company.Desired Settlement: A refund of $300 (there are 6 pieces of wood chunks due to the negligent packaging at $50 each for a total of $300); a replacement of this loveseat with no damage; or a total refund.

Business

Response:

Hello, attached you will find a copy of our [redacted] policy which is posted on [redacted]. It states regarding the delivery: "DAMAGE INSPECTION - It is best to completely inspect the contents of each box, regardless of the condition of the outside of the box. Count, open & inspect entire contents BEFORE signing for the shipment. If damage to the boxes, products and / or shortage is observed, note damaged items and / or shortages on the delivery receipt. Inspection is not the driver’s responsibility, so please be sure that you are the one making note of the damage on ALL of the driver’s copies of receipts. Failure to note damages / shortages at the time of delivery releases Furniture Creations from all liability; therefore, you are responsible for any replacement costs. Specific notation of damage to the carton and product is required. If you signed for the carton without notating any damage on the delivery receipt you have signed the goods as “Free and Clear.” A notation of “Subject to Inspection”, “Possible Damage” or anything of a similar nature on the delivery receipt is NOT acceptable and is viewed the same as if it were signed clear. If damage is not specifically notated on the delivery receipt, the [redacted] carrier will not accept responsibility for the damage. That means that we will not be able to provide replacements to you free of charge. You will be responsible for any replacement costs. All [redacted] 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. Please thus take the time to follow these instructions that are provided for your protection." Furthermore, the pallet itself was not attached to the loveseat. The manufacturer, in this case Ashley Furniture, used a wooden support frame that was attached to the base of the loveseat to avoid damage during transit. Removal of that support by us would have compromised the item resulting in possible extensive damage to the frame of the loveseat itself. We do apologize for the surface damage to the loveseat that was caused during shipping transit. The buyer, being aware of our policy should have insisted that the driver wait for them to check for damage or contact us while the driver was still there so we could have spoken with them directly. This was not done and the buyer accepted delivery of the order in as-is condition, free and clear of any issues. Also attached is a copy of the delivery receipt signed by the buyer. It shows as they state that they wrote the item was not inspected. This comment obviously goes to further the carrier's stance on non liability for the damage since the buyer makes it very clear that they did not inspect. There was no note that the driver would not allow them to, just that they did not do it. We have no recourse with the carrier to file a claim with them for the damage caused. As a result, the partial refund we presented as an option to the buyer was done in the interest of customer service as an out of pocket expense, without the possibility of getting it reimbursed by [redacted]. I spoke with [redacted] who was the CSR handling the matter with the buyer and authorized an increase of the partial refund to $150. On Monday, November 10, 2014 9:24 AM, the buyer agree to accept this refund. It will be issued within the next three business days and this matter will be considered closed at that time. Thank You, [redacted], Customer Service Manager, Furniture Creations, ###-###-####.

Review: I ordered a bunk bed from Furniture Creations on April 3rd. I received the bed on April 14th. Upon inspection of the 2 boxes that the bed was delivered in, the headboard for the twin and full size bed were damaged. I obtained pictures of the damaged boxes and product itself. I immediately called Furniture Creations to discuss the damaged items. I was instructed to submit pictures of the damage in which I did. From April 14th to April 18th I have gone back in forth with Furniture Creations on the options that are available to me for resolution on the issue. They told me that they would order replacement pieces for what was damaged, however it will take 3-5 business days to get it from the manufacture and then another 3-5 business days to have it shipped from Furniture Creations to my residence. So I would have to wait approximately another 2 weeks to get replacement pieces. I was also informed that if I wanted to return the bed, I would have to incur the shipping charges. I contacted the same company they used to deliver the bed to me and I was quoted a price of $843.50 to have the bed shipped from my residence back to Furniture Creations. Both options are unacceptable. Me as the customer should not be inconvenienced because I received damaged goods.Desired Settlement: Initially I wanted the replacement pieces and inquired with Furniture Creations about expediting the delivery. I was told by the manager, [redacted] that they do not do that. I would like a refund at this point. However, I do not have the money to incur the shipping charges to return the bed.

Business

Response:

Hello,We apologize for the delay in responding and for the issues with your item. We are more than happy to send replacement parts for the damaged piece. However, if you wish to return the entire piece instead, you would have to take care of getting the items back to us and we will waive the re-stocking fee. This is because there was no damage noted at the time of delivery. We can no longer file a claim with the carrier as the merchandise was signed for as "in good condition". Despite this, we are more than willing to replace the damaged parts at no cost to you. Please see our [redacted] shipping policy and damage policy as posted below:The following instructions MUST be followed when your order is being delivered:Always inspect your shipment BEFORE signing for it.The person receiving the order MUST be 18 years old or older since the delivery receipt required to be signed is a legal document. Furniture Creations is not responsible if a minor child is given authority to receive an order in the absence of an adult. A legal adult is required to be present at the time of delivery who is aware of this freight policy and will adhere to it, inspecting, receiving and signing for the order.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.Damaged MerchandisePlease note that Furniture Creations is not responsible for the handling of your merchandise once it leaves our warehouse. As a result, any damage that may occur after this point while the furniture is in transit is the shipping carrier’s responsibility. If a situation arises, our staff is well trained to offer assistance. It is assumed however, that you have followed our Shipping and Delivery guidelines provided herein so we can file a claim and coordinate a resolution with the shipping carrier to ensure you are fully satisfied with the outcome.Damages must be reported within 3 business days from the date that the item was received.We will be unable to offer any assistance after the 3 business day period since there will then be a question of whether the damage occurred after delivery instead of by the carrier during shipment.All damages and other issues must be reported by email through the “Contact Seller” link located within the order from your buyer account.A written record is required as it allows any of our customer support staff to have access to the information and assist you as necessary.Photo evidence is required for any damage to the item that is in your possession that was not refused at the time of delivery.In the event concealed damage is discovered, please contact us in like manner so we can determine if parts may be able to be sent as resolution or a possible partial refund of your payment be issued instead.If you have any additional questions or concerns please contact us at the phone number below. Thanks!Furniture CreationsInternet Sales Dept.[redacted]