Furniture Creations

Hello, we are not doing anything illegal, nor doing anything intentionally to avoid assisting the buyerWe have already provided the facts regarding this situation and the evidence to support itTaken directly from the FTC's website the buyer themselves refer to: "*** *** *** Act Does Not Require - In order to understand how the Act affects you as a businessperson, it is important first to understand what the Act does not require. First, the Act does not require any business to provide a written warrantyThe Act allows businesses to determine whether to warrant their products in writingHowever, once a business decides to offer a written warranty on a consumer product, it must comply with the Act." We are thus under no obligation to provide a written warranty, first because we have not decided to do so and second, because we are not the manufacturer who warrants the product to begin withWe are a reseller of the product and do not offer any warranty at all outside of our 30-day Return Policy period, which is posted on ***The buyer is welcome to contact Furniture of America themselves, but we are not at liberty to go outside of their warranty periodAs far as Furniture Creations is concerned, this transaction is closed and not eligible for further consideration. Regards, Pete J, Customer Service Manager, Furniture Creations

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

Hello, we are certainly very sorry for the communication issuesThere was an unexpected surge in sales this tax season that have caused our customer service department to fall behind with email responsesThe phones have been a secondary means of communication due to the volume of emails and the
fact that *** prefers communication between buyer and seller to be in writing so there is a record of itI see that the buyer was responded to with the tracking information the day this complaint was openedThe *** *** tracking (#***) shows the order was delivered today, 03/17/16:The transaction is thus fulfilled and closedI again apologize for the inconvenience causedThis is not our way of conducting business, we were simply unprepared for the increase of orders this time of year. Thank You, *** ** Customer Service Manager, Furniture Creations, ###-###-####

Hello, on Monday, March the customer sent us an email stating that she was missing the side stretcher for the right side of her chairWe 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 awayThe customer
inquire 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 usOn Tuesday, March we sent the customer an email apologizing for the time it was taking to get her part and had offered her a $partial refund for the inconvenience which was successfully submitted for the customer on April 1stWe have since not received a response from the customerWe 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 pointThe parts order was placed when promised and the chair stretcher was shipped by *** *** on 4/via *** #***Delivery is currently scheduled for Friday, 04/10/2015, By End of Day. We apologize again for the inconvenience caused by the delays with *** fulfilling this request. Thank You, *** *, Customer Service Manager, Furniture Creations

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 wayThe buyer emailed us on Tuesday, August 4, 2: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 claimThe buyer themselves damaged the leg during the assembly process as they reported in their email to usThe buyer also indicates that a part replacement would be acceptable if that is an optionWe 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 transitPer 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 deliveryPhotos need to be received by us within five days from receipt of the order or upon our request, whichever comes firstIf 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 upsetHe refused to provide a photo and said that based on some reviews he read, the part replacement would take too longWe 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 othersOur 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 policyHe did finally provide a photo of the crack in the leg, but still insists on the returnHe has also filed a claim with *** regarding this matter so they will also be provided with the facts as stated within this messageSince the buyer does not wish to cooperate with the part replacement process, *** will decide the outcome of the situation and more than likely instruct him to return the chair to usAt this point in time because of the *** claim, there is nothing further we can offer him that we have not alreadyThank You, *** *, Customer Service Manager, Furniture Creations

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

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

Hello, first I would like to apologize for the inconvenience caused by the freight carrier arriving slightly later than scheduled as well as any damage to the order caused during shipping transitAll of our policies are posted within our Amazon StorefrontAs a courtesy, knowing that not all buyers
read them, we also emailed a condensed version to this buyer on Monday, October 12, 3:PM, which was well in advance of the delivery on 10/21/19:PTThe buyer is complaining about the driver not helping to bring the table in the houseHowever, that is not their job as is explained in the email the buyer received and presumably read: "This order will be shipped to the address provided on your Amazon order via Self-Service Curbside DeliveryThis means that it will be brought to your curb in front of your home by one driver...The person delivering your item is not a full service mover and this delivery will be different than if you were purchasing from a local furniture storeSo you may want to call up a friend or family member to help you bring the item into your home." There should have thus been no surprise when the order was delivered as advertisedthe buyer also states that the box looked good and did not inspect contents until after deliveryHowever, our policy the buyer was again well aware of states: "We need you to completely inspect the contents of each box and make sure all the boxes are there." The "contents" are the products themselves, not just the outside of the boxesThe policy instructions go on to state: "Bottom line is that it is VERY IMPORTANT that the freight be inspected before you sign the delivery receiptBy signing the receipt and accepting the shipment, you are releasing the freight company of any liability for damages that are not reported on the receipt at the time of deliveryIt is not the driver's responsibility to inspect and verbally stating there is damage instead of writing it on the receipt will not cover you." The fact remains that the buyer did not follow these instructions and our options for resolving the matter after the fact were limited as a resultWe have been nothing but professional with the buyer, but their communication with us has been derogatory, crude and consistently containing obscene language just like their comment to the Revdex.comThere is relatively minor damage to one corner of the item that we offered a $partial refund forGiven the fact that we cannot file a damage claim with the freight carrier due to the damage not being noted on the signed document, that is a more than generous means of compensation so the buyer does not have to go through the hassle of a return, which will ultimately cost them more moneyThe buyer refused the refund and filed a claim against the order with Amazon through which we will be providing the same factsI can certainly authorize an increase of the partial refund offer to $if that helps the buyerOtherwise, the only other means of resolving this as Amazon will also tell them, is a return of the order to us, which the buyer would be responsible for the original outbound and return shipping chargesI will waive the restocking fee as an exception. 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.As stated by Furniture Creations that I should have inspected the couch upon delivery I do take responsibility for as I did not do this I have learned a valuable lesson in this circumstance I wonder if the driver would have waited the time to remove the couch from the pallet, Unwrap the cardboard, and then unwrap the shrink wrap, which did take me about an hour to do As for the photos I disagree with Furniture Creations as I sent these photos from three different devices I send photos everyday via email through attachment and never have/or had a problem until they "claim" they didn't receive them When I was not receiving any more phone calls back or emails to rectify this situation, I then had no choice but to escalate the case to *** *** reviewed the photos of the couch, and had no problem receiving them I might add *** worked with me in resolving this matter, not Furniture Creations I am very satisfied with the customer response to my situation from ***, not with Furniture Creations Furniture Creations customer service and professionalism is non-existent and I feel potential buyers who buy online or through *** should be warned of this company
[Provide details of why you are not satisfied with this resolution
Regards,
*** ***

Hello, we fulfilled the order as advertised on 10/4/16, without issueThe item is advertised as "Leatherette", which is not real leatherThe buyer requested return due to alleged defects on Wednesday, December 28, 11:PMWe requested the required photos from them 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 deliveryPhotos need to be received by us within three days from receipt of the order or upon our request, whichever comes firstIf 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 never heard from the buyer again until Wednesday, February 1, 3:PMThis is obviously not our fault and we may have been in a better position to assist them had they contacted us much soonerManufacturer defects are handled directly by means of a warranty claim with the manufacturer, who in this case is Furniture of America (FOA)Their warranty policy is: "30-DAY RETURN / EXCHANGE POLICY FROM ORIGINAL INVOICE DATENO EXCEPTION(60-DAY FOR PARTS REQUEST)"Since it was four months after delivery when the buyer finally decided to provide us with the necessary information, the warranty period had expiredWe thus have no means to file a warranty claim on their behalf and the buyer was made aware of thisWe have not done anything wrong and the issues with the product could have very well been caused by the buyer through misusePer the Law Library of *** regarding The Magnuson-Moss Act: "the Act does not require any business to provide a written warrantyThe Act allows businesses to determine whether to warrant their products in writing." The buyer is not eligible for a return or a refund of their payment based on these factsThis transaction is closedRegards, Pete J, Customer Service Manager, Furniture Creations

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

Hello, we are first of all very sorry for the situation with the orderWe take full responsibility for the oversight which occurred that caused the order not to be shipped when it was originally expectedWe take great offense however, to the buyer's comment that this has anything to do with him
being a VeteranThis is an unfortunate situation with the order, having no personal bias for the buyer themselves, regardless of the career they happen to haveWe have reached out to the buyer to apologize for the situation and have already issued him a full refund of his paymentThis transaction is now finalizedRegards, Pete J, Customer Service Manager, Furniture Creations

Hello, the $deducted was due to a missed pick up appointment with the carrier who had to go out again at a different date and time to retrieve the order for returnPer the carrier: "Our driver arrived onsite for pickup as scheduled for today between 12:00-17:and the contact *** was not there, we did reach her by phone while onsite and she advised she was not able to meet us and would need to rescheduleThe attempt charge for today is $ 36.12." We did not charge the buyer for anything else and would not have at all had this not been an issue they were responsible forThis is not up for negotiation or debateThe facts are clear and the transaction is closedIt will not be eligible for further consideration. Thank You, Pete J, Customer Service Manager, Furniture Creations

Hello, attached you will find a copy of our *** policy which is posted on ***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 boxCount, open & inspect entire
contents BEFORE signing for the shipmentIf damage to the boxes, products and / or shortage is observed, note damaged items and / or shortages on the delivery receiptInspection 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 receiptsFailure to note damages / shortages at the time of delivery releases Furniture Creations from all liability; therefore, you are responsible for any replacement costsSpecific notation of damage to the carton and product is requiredIf 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 clearIf damage is not specifically notated on the delivery receipt, the *** carrier will not accept responsibility for the damageThat means that we will not be able to provide replacements to you free of chargeYou will be responsible for any replacement costsAll *** 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 conditionPlease thus take the time to follow these instructions that are provided for your protection." Furthermore, the pallet itself was not attached to the loveseatThe manufacturer, in this case Ashley Furniture, used a wooden support frame that was attached to the base of the loveseat to avoid damage during transitRemoval of that support by us would have compromised the item resulting in possible extensive damage to the frame of the loveseat itselfWe do apologize for the surface damage to the loveseat that was caused during shipping transitThe 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 directlyThis was not done and the buyer accepted delivery of the order in condition, free and clear of any issuesAlso attached is a copy of the delivery receipt signed by the buyerIt shows as they state that they wrote the item was not inspectedThis 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 inspectThere was no note that the driver would not allow them to, just that they did not do itWe have no recourse with the carrier to file a claim with them for the damage causedAs 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 *** ***I spoke with *** who was the CSR handling the matter with the buyer and authorized an increase of the partial refund to $On Monday, November 10, 9:AM, the buyer agree to accept this refundIt will be issued within the next three business days and this matter will be considered closed at that time. Thank You, *** *, Customer Service Manager, Furniture Creations, ###-###-####

Hello, we’re sorry for any inconvenience caused by this situationShe received an email on 1/as a reminder of our posted polices prior to shipment, stating: "We need you to completely inspect the contents of each box and make sure all the boxes are therePlease be sure to completely look over
the outside of the shipping boxes and wooden pallet for signs of traumaIf there are any signs of damage at all like creases, rips, tears, holes, punctures, crushed in, etcmake sure you write "Damaged" on the delivery receipt (paperwork that the driver asks you to sign) no matter how minor it may appear." She did not do thisShe emailed us while our office was closed on 1/reporting the damageWe responded on 1/30, which was the very next business day (not two weeks as she claims) requesting photosShe provided us with a file that we could not open so had to request them againOnce received and reviewed, it was determined that most of the issues related to the manufacturing not shipping damage, but would have still been visible during inspection, had she done soPer 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." Furniture of America (FOA), the manufacturer, authorized donation of it for a full refundA copy of the donation slip reflecting it being donated in FOA 's name is required before the refund can be processed, per their instructionsWhat she sent us was confirmation that the item would be picked up for donation on 3/10, not an actual donation receiptOnce the item is donated and we have a copy of that slip in hand, we will gladly proceed with the refundWe cannot do so while she is still in possession of the productRegards, Pete J, Customer Service Manager, Furniture Creations

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

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 missingAll of the hardware was missing to assemble the item so it was requested and shipped to the buyer from the manufacturerThe buyer then stated that they were still
missing two brackets so we again requested the hardware and it was shipped to themApparently, 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 instructionsWe determined which brackets were needed and these were shipped to the buyer via *** *** and were confirmed delivered on Wed 4/01/9:amWe apologize again for any inconvenience and this has now been resolved for the buyer. Thank You, *** ** Customer Service Manager, Furniture Creations

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 trackingWe obviously provided it within our previous response of *** #***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/as the online tracking information statesThere is no further information we can provide since there is nothing else to giveWe have confirmed the shipment of the replacement part and when it is delivered tomorrow, the matter will be finalized and closedWe apologize again for the inconvenience. Thank You, *** *, Customer Service Manager, Furniture Creations

Leatherette is misleading since FC doesn't provide any description on what Leatherette is made out of. The sets were not refused at the time of delivery because the seams started to come apart after month of useAs they do with their warranty all the terms are unknown to the customerAs it is evident in FC's response that somehow they are not required to notify the customer and they don't until there is a problem and the customer is notified that they are out of warrantyConvenientWhen I contacted them it was still past their and daysI was never made aware of any of the claims made by FC: the days or days or the possibility FC extending this days had I responded within days (see attached email).I have a video of on the springs pushing up on corners of all the pads on all set, and the seams are coming apart on all three some more than others probably due to where we tend to sit more regularlyAccording to FTC's website under Understanding Magnuson-Moss Warranty Act, sub title What the Magnuson-Moss Act requires is it stated that FC is required to provide warranty informationI requested a copy of the warranty but to this day have not received a copyThe reason why I purchased it was because it was through *** and I suspected that *** will protect me if there is a problem and assumed the warranty will be a costumary year at the least.FC is engaged in a misleading advertising/product description and warranty non-disclosure practiceThat is evident from their own responses

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.The company has promised through *** to pick up the package via ***, and reneged on thisI sent the pictures of the broken legIf you are going to re stock broken merchandise you need a new business modelI refuse to pay this fee and I will pursue legal options in small claims courtI 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,
*** ***