Furniture Creations

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

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

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

Hello, we are certainly very sorry that the buyer feels taken advantage of. I can assure you that this is not the case. The buyer was emailed a courtesy reminder of our existing posted policies on Thursday, 6/29 4:43 PM. As stated therein: “This order will be shipped to the address provided on your... Amazon order via Self-Service Curbside Delivery. This means that it will be brought to the curb in front of your home by one driver. This method is the standard freight shipping service used by most companies that send their products freight The person delivering your item is not a full service mover and this delivery will be different than if you were purchasing from a local furniture store. So you may want to call up a friend or family member to help you bring the item into your home.” Had the buyer not agreed with this process, they would have had the opportunity to cancel the order before the transit of the shipment started instead of waiting until the day of delivery on 7/12, which is the first time we heard from the buyer. At that time, the cancellation for return became subject to our posted policy, which states: “Shipment refusals will be treated as a standard return less a 15% restocking fee and all original and return shipping costs.” Everything has been fully disclosed from the beginning and nothing has been hidden or the buyer misled in any way. We were fulfilling the order as advertised and are now having it returned at the buyer’s request in accordance with our policies. The fact that the buyer did not receive the order does not negate the fact that it was shipped with great expense being a freight shipment and in the carrier’s possession, ready for delivery the day the buyer decided she no longer wanted it, regardless of the reason. The buyer is not eligible for a full refund and this matter is considered closed based on these facts. Regards, Pete J, Customer Service Manager, Furniture Creations.

Hello, I again apologize for the issues with the damage to the table twiceWe were working to resolve this for the buyer as had been agreed by themWe are sorry for the inconvenience of the table being out of stock temporarily for the second replacement and would have sent it out as soon as it became availableWhen I spoke with the buyer on the phone, I explained that the original offer of $to keep the first table received, was no longer an option since she had refused that offer and we shipped another table to her instead, also having paid for the original one to be shipped back to usI understand that this is not the buyer's fault, but we are no longer in a position to incur such a loss having already paid for shipping three times for this orderI do not feel that $in addition to us also sending out a brand new table is unreasonableThe buyer agreed to this on the phone and that very same afternoon filed this case and changed her mindWe thus cancelled the replacement table so it will no longer be sent to the buyerThe table by itself is sold by us for $We spoke with the buyer's husband on the phone who agreed to receive this amount as a refund for the table and they will keep the chairsThis refund will be credited back to the buyer within the next 3-business days since Amazon are the ones that control that processThis matter will be considered closed at that timeThank You, [redacted] *, Customer Service Manager, Furniture Creations

Hello, our policies are posted within our storefront on *** as every other seller's isWe send a courtesy reminder email to each buyer knowing that not all customers read the policies prior to purchaseThis buyer was emailed the reminder on Friday, January 23, 4: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 boxCount, open & inspect entire contents BEFORE signing for the shipment! If damage to the boxes, products and / or shortage is observed, note damaged items and / or shortages on the delivery receiptAll freight companies allow a specific amount of time for you to inspect your shipment before the driver leavesThe time limits are based on the total weight of your shipmentIf the driver refuses to wait, then you must call Furniture Creations IMMEDIATELY at ***When you sign the delivery receipt, it is a legal contract that states that you accepted the product in that condition." The policy also informs the buyer that the order is "Self-Service Curbside Delivery is included for all freight ordersYou will need to carry your items into your home, garage, etcWe recommend that you have someone available to assist you with doing soPlease keep in mind that the freight shipping carrier is not a moving serviceThe driver will assist in lowering the item(s) off the truck in order for you to take possession of the 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 itThe fact that the buyer did not adhere to these instructions is unfortunate, but not our fault or responsibilityIn the interest of customer service as a courtesy, we offered the buyer with a substantial refund of $because we cannot replace the item at no charge because the damage was not noted on the delivery receiptThis is standard for all companies that ship via freight service so we are not intentionally making this difficult for the buyerWe 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 recoverIf 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, *** *** *** * *** *** *** ** ***Please provide us with the tracking information within the next five days so we know when to expect the itemThe refund for it will be issued in accordance with our return policy once the order is received back at our warehouseWe will waive the restocking fee as a courtesyThank You, *** *, Customer Service Manager, Furniture Creations, ***

I NEVER said I expected them to move my furniture I was simply stating how did you expect them to STAND around while we took our time opening a packageThat's RIDICULOUS! So they are saying I was supposed to open that big box of furniture and pull everything out while they stood outside and waitedThat's the biggest load of crap I've ever heardNo this store packed it and SHIPPED it damagedIt wasn't damaged in transit! -*** ***

Hello, the manufacturer does not deal with the general public, that is why *** 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 manufacturerWe fulfilled the order as advertised without issue so our responsibility is complete in that regardSince 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 detailWe 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 resolutionAgain, we have done nothing wrong and can only provide the buyer with information when we receive itI have personally sent an email to *** 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, *** *, Customer Service Manager, Furniture Creations, ###-###-####

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
According to the response I received, the company is clearly placing the blame on meThat is not the caseYes, I contacted *** first because that is what the agent at *** told me to do*** instructed me to send her pictures which I didI thought it would go through the proper channels from thereI have the emails I sent her on 12/15/and never once did she reply stating that I had to contact Furniture CreationsAfter all, the furniture is their productI do not see where there could be any confusion as to whether the recliner was damaged at the time of receipt of the productPlease do not insult my intelligence by thinking I would not have reported the day I received itIt was clearly stated in my emails to Furniture Creations that the recliner broke while reclining it in December I was told it was out of warranty at that time and as the consumer, I reminded the person I was speaking to that in fact it was until the day I received it in July Then, I was told (after months of dealing with the issue) that the workers on the dock were on strikeThat was not mentioned in the rebuttal statement they sent me after the complaint I filed with the Revdex.comFurthermore, I personally did not sign for the sofa; my fourteen year old daughter did because I was indisposed when it arrived earlier than scheduledThe signature can be compared to mine and it will be clearly evident that is not my signatureShe will attest that she signed for itLastly, I think it is a insult to refund me only $It was stated that it could be used for repair of the sofa or the refund would be given directly to meMy questions are: Who will be responsible for the shipping and handling costs? I do not think that I should have to because clearly this is not any fault of mineWhat if the cost to repair it is greater than $150? Why can I not return both pieces of furniture or get a microfiber set at equal value? I do not wish to keep this Bobkana leather set of any of their manufactured furniture
Regards,
*** ***

Consumer rejects the response of seller Furniture Creations regarding complaint ID ***.On the front of the box in which consumer received states product was made in TaiwanObviously, seller is not familiar with products' packaging and contentsConsumer wishes product was acceptable, but it is notSeller should have done quality control before this product was even shipped out to consumerConsumer does not own a cell phone/camera and WILL NOT go out and purchase one in order to do quality control for sellerSeller is knowingly selling obviously defective product to consumersConsumer is extremely busy and does not have the time and energy to do quality control for this sellerAs 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 labelWith great hesitation, as of 12/15/2014, seller agreed to issuing a prepaid return shipping label as consumer requestedConsumer gladly accepts this offer and will never again purchase a product from this sellerThe product is awful--plastic lamp shade, really?** ** *** *** ***Law and Public PolicyReal Estate Broker/Owner (inactive)l***

Hello, the buyer was sent a courtesy reminder email of our posted policies on Monday, January 12, 11:AMThis states: "INSPECTION: It is best to completely inspect the contents of each box, regardless of the condition of the outside of the boxCount, open & inspect entire contents
BEFORE signing for the shipment! If damage to the boxes, products and / or shortage is observed, note damaged items and / or shortages on the delivery receiptAll freight companies allow a specific amount of time for you to inspect your shipment before the driver leavesThe time limits are based on the total weight of your shipmentIf the driver refuses to wait, then you must call Furniture Creations IMMEDIATELY at ###-###-####When you sign the delivery receipt, it is a legal contract that states that you accepted the product in that condition." When the buyer received the order, he did not follow these instructions and signed for the order free and clear of any issues, without inspecting and noting any damageThis being the case, we cannot file a claim with the freight carrier to recover any losses and hold them responsible for the damageWe offered the buyer a partial refund in the amount of $163.71, which is more than generous given that it is an out of pocket loss for usThe buyer refused this and states they are getting a repair quoteThat was on 2015-01-10:am and we have not heard from the buyer sinceThe buyer buyer filed a chargeback against this order and their credit card issuing bank closed it as "Not Granted" in our favorThe buyer is not eligible for a refund of their payment based on these facts and the chargeback decisionWe authorized a return of the order at the buyer's request on Monday, January 26, 11:AM, providing them with the RMA information if they wish to do so in accordance with our 30-day return policyOtherwise, this transaction is considered closed and not eligible for further considerationThank You* *** *, Customer Service Manager, Furniture Creations, ###-###-####

** *** *** ** *** *** *** *** *** *** ** *** *** *** ** *** *** *** *** *** ** *** *** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me Yes they have now sent the item and it has been resolved. Thank you very much.
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, 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.I do not understand why this solution was not available to me before I filed a complaint In addition, I think it is absurd that the original offer made, when we were speaking about the first table and no delay on delivery, was reduced once we were negotiating after a second damaged table and more than three months without delivery, especially with the acknowledgment that it was not our fault.Regardless, we are finished doing business with Furniture Creations and I would encourage others to avoid them as well Thank you to the Revdex.com for their assistance.Regards,
*** ***

Hello, the *** warehouse we pull our orders from is currently completely out of stock of the chairs*** is a nationwide located company and we are not, so we are only able to obtain the products from a certain locationIf the buyer can get the items elsewhere, that is great and we are happy they can do so and receive the furniture they wantedWe are unable to do so for them and nothing is able to change that factIf we could still get it, we would be still offering it online and as already explained, we are notWe also would have no reason to not provide it to the buyer if we could since we had already issued them a price match refund and additional compensation for the original shipping delayThere is absolutely nothing fraudulent going on and the buyer has no evidence to prove that claimIn fact such an accusation is libel on the part of the buyerThe definition of the word scam is "a dishonest way to make money by deceiving people"The buyer received a full refund of their payment and we actually lost money during this process, so there is definitely no scamHad it been the buyer that cancelled their transaction prior to shipment, we would have done so for a full refund, without penalty, so their comment in this regard is also without basisWe are sorry for the buyer's negative experience, but again, this transaction is complete and there is nothing else we can or are required to do. Regards, Pete J, Customer Service Manager, Furniture Creations

Hello, the buyer did report receiving the headboard, rails and a chest of drawers per their email to us on 3/16/17: "all I found was the headboard, rails and a box that I opened up that contained a drawer dresser." On 3/20/the buyer emailed stating: "all three boxes including the chest box have
been discarded prior to noticing the issue"If the buyer did not purchase the chest and it was sent to them by mistake, why did they open it and discard the packaging? The fact that it was a chest would have been immediately apparent upon opening the box and the buyer is liable for the fact that they removed the entire product from the packaging and then discarded itWe would have gladly picked up the chest for return, but the shipping carriers will not transport an item that is not packagedPer our posted policy: "Furniture Creations cannot provide additional packaging material, disassemble service, nor can it assist in repackaging of any itemAll returns MUST BE IN ORIGINAL PACKAGING OR WILL NOT BE ACCEPTED." The buyer has also never provided us with any photographic evidence to support any of their claims even after they were requestedWith regards to the FTC, the nature of that is geared toward companies that intentionally send someone a product and then try to get them to pay for itThis was an honest mistake on our part and the buyer made it impossible for us to get the chest back, which we would have paid for despite their clear intentions of not even wanting itAt this point, the buyer is required to donate everything they have that was sent by us in our name and their refund will be issued in full once we receive a copy of that donation receiptAmazon is also awaiting this or per their decision of the claim filed, for the buyer to return the order, which they clearly cannot do without the boxesRegards, Pete J, Customer Service Manager, Furniture Creations

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, 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 thisI attempted to get details of the manufacturer to no avail, however now I have the details hereThey 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 thisAt no point have they offered information and I have had to initiate communication each timeI 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 meI have tried to go directly but I am not ableThis has been an ongoing issue that has not been resolvedI have not received any communication regarding resolve, time frames or anything for that matter in the past weeksAs this is not a warranty directly upon me I have no way to have any exact details regarding this claimAs a result of the above I therefore feel that the response does not resolve my claim
Regards,
*** ***

Hello, this buyer emailed on, Feb 17, 1:PM stating: "We have opened one box and put a chair together and the other is unopenedThe chair we put together is defective…we would like to return both chairs for a refund please." The buyer's case comments do not match up as they are now
claiming there was an issue with both chairs, but one of them was never opened; which was confirmed upon receipt backWe let her know a manufacturer warranty claim would be submitted on her behalf for the defect since it was not shipping damagePer our posted policy: "In the event an issue with a product is determined to be a defect caused by the manufacturing process and not shipping damage, we will submit the details along with required photos of the item to the manufacturer to file a warranty claim on your behalfFurniture Creations is not liable for such defects." We initiated the claim, but the buyer insisted on returning the entire orderPer the above policy: "Should the customer insist on returning the order instead of waiting for this process, the return is subject to our policy in which standard fees apply." We authorized the request to return on, Feb 26, 1:PMWe never forced the buyer to return the orderOn the contrary, we were working to prevent a return altogether if possibleThey could have contacted us to request assistance with the shipping process once they saw how much it would be for them to do soWe never heard back from the buyer after having authorized the returnThe products were received back and she was actually refunded in full for the defective chair and only deducted the 15% restocking fee for the unopened oneWhy the buyer is all of a sudden filing this case seven months later, we do not knowWhile we apologize again for any issues with the one chair, that we did try to assist with, the buyer is not eligible for any further refund or compensation based on these facts. Thank You, Pete J, Customer Service Manager, Furniture Creations

Hello, the buyer did not receive the order damagedIn his email to us on Tuesday, August 4, 2: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 processWe were willing to provide a replacement part to him as he requested despite this, but he later insisted on a return of the order insteadWe would have provided him with a *** return label through our account so our discounted shipping rate could have been used, but he sent the package back to us himself via *** insteadPer 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% restockingThe buyer's payment was refunded in full on 8/This transaction is considered closed and will not be eligible for further consideration based on these facts. Thank You, *** *, Customer Service Manager, Furniture Creations

Hello, on Amazon there are several sellers offering the same product for sale on the same listingWe simply add ourselves to existing listings that match the products we carryThis was the case with this tableAt the time we matched to the listing, the details were for the table only and that is
what our information and price reflectedUnfortunately, Amazon permits any of the sellers to make changes to the listing details at any time, which affects all the other sellers that are not aware of the change until something like this happensWe did review the revised listing details once this buyer contacted us and saw that the chairs were described in itWe did not do this ourselves, but took responsibility for it since we do not have the ability to hold the other seller accountable because of Amazon's process that allows them to make the changesWe let the buyer know that we could have the table returned for a refundSince the buyer only paid for the table, we cannot just send them chairs for freeThe buyer's frustration over the situation is completely understandableHowever, we at no time ever told them that they would be responsible for the return shippingThe buyer opened the box containing the table, so yes they were responsible for resealing that back up so it could be picked up and returned to usThe buyer was upset that we would not refund their payment while the were still in possession of the table, but no company would have done so since the buyer would then have both the product and their money backThis return and refund process has since been completedWe apologize again for the inconvenienceThis transaction is considered closed. Thank You, Pete J, Customer Service Manager, Furniture Creations

the company was the cause for my not receiving the productThe company took responsibility for the missed delivery in their correspondence to ***I received an email stating that the order wold be delivered on the 25thI missed work for days and paid someone to wait for delivery on day I received a call on day three from their driverWho could not give me a date for deliveryinstead he saidid *** was wrong for giving me a date of deliveryI question if this company every had the productI have not receive a call from the sellerbut I did get a call from someone who said they would work with me to get my money backwhat legitimate combat kept of a dollar purchase