Furniture Creations

Hello, regarding the buyer’s original [redacted] order ([redacted]), we did email her on 3/29/2017 requesting a phone number since none was provided with her order. She did not respond, so we emailed her again on 4/03/2017 to inform her we would unfortunately have to cancel the order since a...

number is required for freight shipments. She responded to that message stating she never received a phone call, but our email said we did not have a contact number at all. She was told that if she repurchased the item, we would honor the lower price she originally paid. We did this by means of a partial refund. The product was ordered from Ashley and while we awaited its arrival to our warehouse, the initial shipping process was started so all we had to do was provide the freight carrier with the BOL and have it sent out to the buyer the same day. The order was uploaded with the tracking information anticipated for that shipment. It was unfortunately, not until later, that we learned the order had not arrived from Ashley and was thus not shipped. We apologized to the buyer and reordered the product. When it did arrive at our warehouse, we found the product was damaged during our quality inspection and was no longer in stock to order another one from Ashley Furniture. We informed the buyer, again apologizing and have refunded her in full for the purchase price. We do not ship buyers damaged furniture. The items are either sold at a discount in our showroom, or sent back to the manufacturer for credit. I cannot express enough how sorry we are that this happened, but there is absolutely no scam. We are no longer listed as a seller for this product and the buyer has all her money back. We have at present 89,301 positive feedback on [redacted] alone and an A+ rating with the Revdex.com that speaks to our reputation as a seller. Other than our apologies and refunding the buyer in full, there is nothing more we can do. Regards, Pete J, Customer Service Manager, Furniture Creations.

Hello, we do not ship out our products in already damaged condition. There are instances where manufacturer defects are not uncovered until a later time, but this is a clear case of shipping damage. Since the buyer is not taking responsibility for not following our policy instructions and there is an open Amazon claim, this matter will be addressed within that claim going forward. Amazon will mediate and determine the outcome based on the facts as we have presented them. This server does not come in several pieces so a quick thorough inspection would have been possible. The nature of the damage is relatively minor and repairable as shown within the photo attached that the buyer provided us with. Our $100 partial refund offer stands until Amazon has made their decision, which will again, more than likely be that the buyer is required to return the item to us in accordance with our policy. No further discussion by means of this case is necessary since it has been thoroughly represented. Thank You, [redacted], Customer Service Manager, Furniture Creations.

Hello, our policy states: "The original shipping boxes with the shipping labels are required to be retained by the buyer in the event they are needed for a return and/or claim with the carrier. Failure to do so will limit the options for resolution that are available." When the buyer told us they no...

longer had the original packaging, that immediately took a damage call tag return off the table as an option since it is required by [redacted]. A pick up of the package for a return through the damage call tag process, assumes the box itself will be damaged in some way and [redacted] needs to see it as part of the claims process. The original packaging also has the original shipping label on it to prove it was even shipped through [redacted] to begin with or they will not agree to the return or damage claim for obvious reasons. The buyer is thus not eligible to return the item at all. The only means of resolution for the buyer is a 20% partial refund of the purchase price, which they have since accepted and has been issued. We do apologize for any inconvenience, but had our policy been followed, this would have been a very hassle free process. The transaction is now considered closed and the matter resolved for the buyer. Thank You, [redacted], Customer Service Manager, Furniture Creations, [redacted].

Hello, the refund was issued on 4/4/17 in the full amount of $455.00, which can be verified by [redacted]. Since we are not given the financial information for buyers, we issue the refund through [redacted] and [redacted] credits the original payment method. The very first thing I did in my response to this case was apologize and I have evidence in writing via email, that my CSR did so as well. Once the order was marked as shipped by the warehouse, we had no reason to assume anything otherwise had occurred. Our company processes and ships out thousands of orders each week without issue, making this a rare situation, but one we only knew about after the buyer contacted us to inquire about the status and investigated further concerning. I cannot apologize enough for the situation that occurred and the inconvenience caused as a result, but this has been resolved. Regards, Pete J, Customer Service Manager, Furniture Creations.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]

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

Hello, while we apologize for the issues with the desk and inconvenience caused, it is not yours to keep if it is not paid for. The desk is not [redacted]'s property to decide disposition with. The claim you opened was due to the delay with shipping and that is what [redacted] made a decision of the claim based on. It had nothing to do with the product damage since you had not even received the desk yet. In fact, on 2016-06-01 8:07 pm, [redacted] emailed us requesting that we make arrangements to have the desk returned to us because you later reported it damaged. Regardless of whether you refused to give the desk to the carrier or cancelled the pick up before it happened, you still chose not to have it returned when we were pursuing that for you as a means of resolution to give you a full refund of your payment. I am not sure why you feel you are entitled to have all of your money back and get to keep a $600 product for free.  All we ask is that you resubmit payment at a reasonable discount. 50% off of the purchase price is not something we can do. We will authorize a discounted price of $462.79 including tax as repayment for the desk you have. Otherwise, we will be arranging for the pick up of it. Please let us know within the next three business days what you decide so we can move forward from there. Thank You, Pete J, Customer Service Manager, Furniture Creations.

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID[redacted], and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]

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

Hello, while we are very sorry to hear that this customer's table arrived damaged, she did not purchase it from us. She only bought the chairs from our company that were received undamaged and as described. The instability of the chairs claimed by the buyer is an issue that is generally caused...

during the assembly process and can be easily remedied. The buyer requested a return of the chairs after they had assembled them and discarded the packaging. Our posted return policy states: "Furniture Creations cannot provide additional packaging material, disassemble service, nor can it assist in repackaging of any item. All returns MUST BE IN ORIGINAL PACKAGING OR WILL NOT BE ACCEPTED...Products received as knocked down requiring assembly that you, the buyer have already put together are not eligible for return since doing so voids these terms and conditions and it is no longer considered unused or salable." The buyer was thus no longer eligible to return the chairs and was told this on several occasions. We are not sure why they still proceeded to pay additional money to ship and pack the chairs when they were well aware that they were not authorized to do so. They let us know the chairs were shipped back on 10/23 and were asking if we received them back on 10/28. This is only three business days and shipping transit from MD to AZ via UPS is generally at least five business days. If and when the chairs are received back or accepted, they will be inspected and refund amount assessed accordingly. Thank You, Pete J, Customer Service Manager, Furniture Creations.

Hello, I again apologize for the issues with the damage to the table twice. We were working to resolve this for the buyer as had been agreed by them. We 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 available. When I spoke with the buyer on the phone, I explained that the original offer of $250 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 us. I 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 order. I do not feel that $100 in addition to us also sending out a brand new table is unreasonable. The buyer agreed to this on the phone and that very same afternoon filed this case and changed her mind. We thus cancelled the replacement table so it will no longer be sent to the buyer. The table by itself is sold by us for $330.81. 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 chairs. This refund will be credited back to the buyer within the next 3-5 business days since Amazon are the ones that control that process. This matter will be considered closed at that time. Thank You, [redacted], Customer Service Manager, Furniture Creations.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[The company has no provided me with a tracking number or an email stated that the item was shipped. I will accept the resolution on this claim only once the correct part has been received. This email is the first I am seeing an actual tracking number. I did receive a $50.00 credit for the frustration dealing with the missing part. However, I am still missing the part. I hope to have this by Friday as stated in your response from the company. ]
Regards,
[redacted]

Hello, I am very sorry for the inconvenience caused by this situation. Since we do not warehouse main inventory or parts in our warehouse, such replacement requests are submitted to the actual manufacturer to process and fulfill from their inventory. The buyer reported the issue to us on Wednesday,...

December 9, 2015 6:47 PM. We responded to them on Thursday, December 10, 2015 8:08 AM and immediately entered the replacement request with the manufacturer, Furniture of America that same day. It does generally take about 7-10 business days for the parts to be sent out and the buyer was informed of this. As that time frame approached, it was nearing the Christmas holiday so there were unexpected delays as a result that would normally not have been a factor. The manufacturer did prepare the parts for shipment with [redacted] tracking #[redacted], which is expected to be updated today once the label has been scanned in. Again, I am very sorry for the unexpected extension of the time frame, but we are getting this resolved for the buyer and they should receive the parts within the week. Thank You, Pete J, Customer Service Manager, Furniture Creations.

Hello, on Monday, July 20, 2015 5:27 PM, we emailed the buyer a courtesy reminder of our posted freight policies which states in part: "INSPECTION: It is best to completely inspect the contents of each box, regardless of the condition of the outside of the box. Count, open & inspect entire...

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

Good afternoon,  After reading the customer service reps reply I take back my Veteran comment. After reading other complaints from customers of this business it seems they don't care about any customer, Veteran or not. This companies claim that I was given an apology is laughable. I received a call stating they did not ship my item and I would get a refund. I still do not have this refund. The fact that this Business only seemed to care about a frustrated, underwhelmed patron's comment about Veterans tells it all. The fact that I am a Veteran and got horrible treatment makes my comment correct. This Pete J. character is funny to me. I only found out the bed wasn't shipped because I called after 20 days. They had a tracking number and shipping company. Also, I was told the item was shipped back in March when  I called. Keep up the good work Pete J. Lol

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
I read the email which was sent and understand what it said.  HOWEVER, the shipping/freight company has confirmed that their drivers do NOT wait around until all items are inspected from top to bottom.  These are huge boxes and per their dispatcher they are NOT to wait for recipients to inspect every package and every inch of every product. What if sellers of items required [redacted] or [redacted] to wait while every item was inspected and verified non-damaged or non-defective?  The fact that this company's delivery policies are incongruent with the freight company's delivery policies is NOT my fault.  I am the customer, in the middle of this mess, and I have done nothing wrong.  All of this wasted time and effort, and all I am asking is for the seller to ship me a non-damaged replacement item and pick up the damaged one I have -- which is still in the box and ready to be picked up.  They should be dealing with their shipping company and working out who is responsible for damaging the item in transit.  It is a 275lb box and we did not move it so we could NOT have caused any damage.  The fact that I had to sign a delivery receipt so the driver could leave doesn't change the fact that the product I received was damaged during shipment.This is simply a case of a seller not taking responsibility -- to get an item to a customer in non-damaged condition.  
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
I did only have one part missing, and did advise which bracket this was to the company?, I have since received x2 brackets on different occasions, but was the incorrect bracket both times. I sent pictures the first time I received, and still they sent the same again.  This week I have been asked to resend the same pictures I sent over a month ago.  I seem to be going around in circles and having to resend information constantly. Even though one part (2 brackets were only missing, I have not been able to use the table at all, a little unfair I think.
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
I still have not heard back from [redacted], please advise or open a new claim and this one has not been resolved.
Regards,
[redacted]

Hello, per our posted policy: "Photographic evidence is required for any damage to the item that is in your possession that was not refused at the time of delivery. Photos need to be received by us within five days from receipt of the order or upon our request, whichever comes first. If photos are...

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