Furniture Creations

Hello, per our posted shipping policy for freight shipments as posted on our website: "Always inspect your shipment BEFORE signing for it. It is best to completely inspect the contents of each box, regardless of the condition of the outside of the box. If damage is observed, simply...

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

Hello, we are very sorry for the damage that the desk sustained during shipping transit and any delays with the delivery of the order on the part of the freight carrier. The buyer did not purchase the desk from [redacted], nor did they fulfill the order for the buyer. The order was placed on [redacted]'s...

site, but with us, Furniture Creations. The buyer should have contacted us when the order arrived in damaged condition. The information the buyer was allegedly told by the [redacted] representative is not accurate, nor their place to do so since this was not a fulfilled by [redacted] order. Regardless, our policy does not permit the buyer to keep an item and also receive a full refund unless an exception is made by Furniture Creations management and in this case there was none. The buyer filed an A-Z Claim through [redacted] despite our willingness to assist them with this situation by having the desk picked up for return free of charge and then issuing a full refund for them. [redacted] has since granted the claim, which we are appealing since the buyer is still in possession of the desk. The carrier attempted to pick up the desk from the buyer on 6/10, the same day the buyer was refunded, but the buyer refused to give it to them, stating he is keeping it. Because of the fact that their payment has been refunded, they are now in possession of the desk illegally. By refusing to provide the desk to the freight carrier, we are within our right to take legal action if necessary. At this time, the buyer has two options. They can hand the desk over to the freight carrier when a new appointment is made to return it since it is legally our property, or they can repay for the desk to keep it and we will discount the price from what they originally paid. We want to avoid collections and/or repossession, so we kindly ask the buyer to cooperate in this regard and we will be more than happy to continue to assist them with this. Thank You, Pete J, Customer Service Manager, Furniture Creations.

Hello, this matter has actually already been resolved for the buyer, but I will briefly explain what happened. The order was shipped under two different tracking numbers ([redacted]), but the shipping carrier, [redacted] only delivered the bed under the first one....

We were unaware of this until the buyer contacted us and additional research was conducted to figure out what happened. It was determined that the carrier did have the nightstand at their terminal and arrangements were made to have that delivered to the buyer, which they received on 4/14/17. We also issued the buyer a partial refund in the amount of $100 as compensation for the inconvenience. We are very sorry for the confusion caused and are glad the buyer was able to receive their full order. Regards, Pete J, Customer Service Manager, Furniture Creations.

I DID NOT REFUSE TO GIVE THE DESK TO AN CARRIER, ON  6/08/2016 I RECEIVED AN EMAIL FROM STEVLN AT FURNITURE CREATIONS CANCELLING THE PICK UP OF DESK. THE EMAIL STATED THAT WE WILL WAIT FOR THE A TO Z CLAIM DECISION, WHICH AGREED WITH MY RESOLUTION( FULL REFUND AND KEEPING THE PREVIOUS DAMAGED DESK WHICH I REPAIRED). THEIR WAS AN INITIAL A TO Z AGAINST FURNITURE CREATIONS FOR NOT HONORING THE GUARANTEE DELIVERY DATE, WHICH I LOST TIME AND MONEY. I OFFER AN SETTLEMENT OF AN PARTIAL REFUND 0F 50% EARLIER BECAUSE I REPAIRED ALL 15 DAMAGED PIECES. THEY REFUSE AND NOW THAT [redacted] IS IN AGREEMENT WITH HOW THEY TREATED AN CONSUMER THEY THREATENING LEGAL ACTIONS. I AM DUE MUCH MORE THAN AN DESK I REPAIRED, LOST TIME&MONEY, AND TREATED LIKE CRAP. Thanks and have an productive day.

[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 very sorry about the situation with this order and the delays with getting it resolved for the buyer. When parts need to be replaced, regardless of what they are, the request is required to be submitted to the manufacturer since they are the ones that warehouse and process those...

orders. We do generally ask that buyers allow 5-15 business days for the fulfillment of the part request and do everything we can to move that along as quickly as possible. The buyer was never promised or guaranteed anything since we know we are unable to do so in every case. Ultimately, we do not have direct control over the process. We certainly understand the buyer's frustration over the delay with this, especially since it is just a matter of hardware that seems to be a simple fix. We expressed this to the manufacturer who finally did get us the information we needed  to get this shipped and we are also in the process of refunding the buyer $23.01 as a means of some compensation for the situation. The FedEx tracking number for the shipment of the hardware is [redacted]. It may take up to 24 hours for the online tracking to update with a status. We again sincerely apologize for the situation and that it took as long as it did to resolve. Thank You, Pete J, Customer Service Manager, Furniture Creations.

Hello, the buyer admittedly purchased the wrong item and admits doing so. We are still well within our standard 30-day return policy period and have been working to assist the buyer with the return. We are not to blame for the buyer ordering the incorrect size bed so have not done anything wrong. We...

have obtained a return quote through Estes Freight for $148.05 that we emailed the buyer. It is up to them to decide if they want to proceed with the return or not. If so, we can provide them with a return label so they can arrange to have the freight carrier pick it up from them. They have already been provided with the RMA information otherwise if they wish to proceed on their own. The buyer is not eligible for any refund of their payment if the bed is not returned and even then, it falls under our policy where it states: "If you are not satisfied with your purchase within the first 30 days after you receive your order, you can return it for a refund of your original purchase price, less a 15% restocking fee and all original and return shipping costs." The buyer filed a claim through Amazon against this order which was closed as "Buyer claim denied" on Friday, February 6, 2015 based on these facts. We will await the buyer's response to the return quote. Thank You, [redacted]

Hello, the buyer was emailed a courtesy reminder of our posted policies on Friday, January 2, 2015 7:12 AM. This states in part regarding the delivery of the freight shipment: "INSPECTION: It is best to completely inspect the contents of each box, regardless of the condition of the outside of the...

box. Count, open & inspect entire contents BEFORE signing for the shipment! If damage to the boxes, products and / or shortage is observed, note damaged items and / or shortages on the delivery receipt. All freight companies allow a specific amount of time for you to inspect your shipment before the driver leaves. The time limits are based on the total weight of your shipment. If the driver refuses to wait, then you must call Furniture Creations IMMEDIATELY at ###-###-####. When you sign the delivery receipt, it is a legal contract that states that you accepted the product in that condition." When the order was delivered, the buyer accepted it in good condition, free and clear of any issues. This was two months ago. The buyer only reported some damage to the server after it was already in their possession. Per our posted policy: "Damage that is found after the driver has left and was not notated on the delivery receipt is concealed damage. Replacement or repair costs will apply on all concealed damages. It is your responsibility to inspect the entire shipment before the driver leaves. Failure to do so releases Furniture Creations from all liability. If concealed damaged is discovered, Furniture Creations must be notified within 72 hours. We require that all original packaging materials be retained. Photographs of the outer and inner packaging as well as the damaged product are required. Free replacements or full refunds are NOT able to be offered for concealed damage." This is standard for all sellers that ship products via freight service since the regulations are directly from the freight carrier tariff terms. They are not responsible for any damage not noted on the delivery receipt at the time of delivery and we cannot file a claim with them as a result. With regards to the delivery itself, per the email the buyer received with a reminder of our policies and as posted on [redacted]: "Self-Service Curbside Delivery is included for all freight orders. You will need to carry your items into your home, garage, etc. We recommend that you have someone available to assist you with doing so. Please keep in mind that the freight shipping carrier is not a moving service. The driver will assist in lowering the item(s) off the truck in order for you to take possession of the merchandise. Most of our customers have no issues arranging to have a friend or family member assist them with carrying their items into their home, but in the event you are interested, liftgate and first threshold (to front door or garage) delivery service may be available for an additional fee and must be arranged prior to delivery. If you would like to upgrade to this service, please contact us to determine if it is available in your area and we can provide you with a quote." The buyer was thus made well aware of the shipping/delivery process so there should have been no cause for complaint regarding it. In the interest of customer service as an exception, we are willing to provide the buyer with a partial refund of $100 toward the repair of the product they own. Otherwise, we can attempt to file a manufacturer defect claim with [redacted] to see if they can assist through their limited one year product warranty if the issues are not shipping damage. The manufacturer is in complete control of the situation in this case with us being the middle man, so any decision made by them would be final. The fact remains that the detailed instructions for receiving the order were not followed by the buyer, which limits what we can do to resolve this for them. Please let us know if the buyer accepts the partial refund or wishes us to file the warranty claim with Coaster. Thank You, [redacted] Customer Service Manager, Furniture Creations.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted].  As [redacted] decided the matter in my favor, the issue is closed.
Regards,
[redacted]

This Tripton Dining Room set is currently available at [redacted] Furniture as I have confirmed.  It is a popular set and actually available also at numerous other furniture stores and outlets. The fact they said they cannot get is a lie.  I could get it locally-including [redacted] Furniture- within a few days but the price is higher.This is a pattern for this company and I am not sure what they are up too but what they say is not adding up.  There are several complaints on [redacted], as well as Yelp for doing this same thing to several people and those are just the ones that have spoken up. This needs to stop and they must be held accountable for fraudulent activity.I feel they need to honor the contract and should be held liable, again just as a buyer would have repercussions for breaking a contract. I expect this company to locate the set as it is indeed available and honor the contract and price.

Hello, this customer's order was shipped on September 30th via Forward Air Freight with tracking number [redacted] We didn't receive a cancellation request from this customer until the email sent to us on Friday, October 2, 2015 9:44 AM, two days after the order had already shipped. Our posted...

Cancellation Policy on Amazon states: "We will do everything in our power to cancel an order before it has been picked from our distribution center if notified via email, but if an item has been picked already and has entered the shipping process, it is subject to our standard 30 day return policy." We informed the customer that since the order had already shipped, if it was returned, it would be subject to our 30 Day Return policy as outlined on Amazon. The customer responded stating that he had tried to previously cancel the order over the phone, but did not know who he spoke with and there is no record of him calling this office. We have arranged to have the order returned since he is refusing to accept it, but once it is received back, he will be refunded in accordance with our 30 Day Return policy which states, "Shipment refusals will be treated as a standard return less a 15% restocking fee and all original and return shipping costs." He is not eligible for a full refund. He also recently filed a claim against the order through Amazon, which was closed as denied in our favor based on these facts. This matter is closed and not eligible for further consideration as a result. Thank You, Pete J, 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 appreciated. Had the photos been able to be seen on our end, we would have worked with the buyer toward a resolution. As 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 for. After 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 holes. This being the case, the outer packaging would have showed evidence of this damage since it was not shipped out of our warehouse in that condition. Notation 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 carrier. Since 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 fault. As far as the buyer is concerned, the case is closed. We are pursuing the appeal with [redacted] to get our money back. Thank You, [redacted], Customer Service Manager, Furniture Creations, ###-###-####.

Hello, this order was confirmed delivered on 06/10/2015 13:30 PT. On 6/30, 3 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 use. Although all damages are required to be reported...

to us within 3 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 customer. We responded and requested photos of the damage so that we had a better idea of how to proceed. After the photos were received, the customer added that the slats to the bed were "weak", causing his mattress to bow. He also mentioned multiple times of his dissatisfaction with the overall quality of the bed and that he had no interest at all in keeping it. The 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 slats. We had also offered the customer a $100.00 partial refund for the damage to the headboard since it is not a replaceable part by the manufacturer. The 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 properly. As it stands, we have offered the customer resolution for every issue reported, and he has insistently declined them all. We in fact did everything that we could to assist the customer. We 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 received. In addition to that, we had offered to send him brand new slats and drawer glides, all of which could fix the issues reported. We 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 option. Our posted policy states: "Items must be received back at our warehouse in their original packaging, in new, unused condition. Any and all related parts and assembly instructions received must be included with the item. 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." 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 from. It is not true regardless, since as explained, we offered replacement parts and a generous partial refund that was denied. The buyer filed a claim against the order through [redacted] on 7/7 that was closed on 7/15 as denied in our favor based on these facts presented. We are truly sorry for any issues the buyer experienced, but we went above and beyond to assist them and that was refused. Since 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 result. Had 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 $100 partial refund already. This transaction is thus closed and will not be eligible for further consideration. Thank You, [redacted], Customer Service Manager, Furniture Creations.

I talked to [redacted] and Creative Furniture the day I placed the order nothing was mentioned about furniture delivery outside my home.  I have the phone record to prove it. Nothing was mentioned about my furniture being delivered outside.  On the day of the delivery is when I found out that they would only deliver outside and by then they had my money.  I am a God fearing woman and know the consequences of telling a lie before GOD!!!!

Hello, we are very sorry again for the inconvenience. The correct bracket was actually sent according to the product sku and part number. What we were able to finally determine with [redacted], is that there was a recent manufacturing change with this table and the bracket was made a little different for the newer models. We have been assured by FOA that they do still have some of the other brackets that the buyer needs and are sending them out. We have informed the buyer of this already via email through [redacted]. We ask that the buyer please contact us when they are received to confirm that this has been taken care of for them. Thank You, [redacted] Customer Service Manager, Furniture Creations.

Hello, there was no missed delivery since the buyer refused to schedule one. We also never took responsibility for a missed delivery, again because there wasn't one. The estimated delivery time frame provided by [redacted] for this order was "Tue, May 17, 2016 to Mon, May 23, 2016". The order was delivered to the agent terminal in the buyer's area on 5/17. The buyer was contacted thereafter to schedule delivery of the order and were told that the buyer wanted after hours delivery, which takes us back to where we started with our previous response to this case. If the buyer took time off of work without having had a scheduled appointment, that is not our responsibility. In fact, our posted policy clearly states: "[redacted] provides an Estimated Time Frame for delivery. Do not take time off work or arrange for hired help based solely on these dates. A scheduled day and time are required to be set with the freight carrier so you are aware of exactly when to expect delivery. If time and money are lost due to a buyer missing work and/or hiring movers without there having ever been a scheduled delivery with the carrier, Furniture Creations is not responsible for any compensation for such loss. Returns resulting from this type of situation will be subject to our standard return policy." The fact remains that the buyer did not cooperate with the available times to schedule delivery and the order was refused by them and returned to us as a result. The decision was theirs and were made fully aware of the fees that would be deducted should they proceed to have the order returned in our email to them on Friday, May 27, 2016 5:58 PM. We tried to convince them to accept the order instead, but they insisted on the return. There is nothing further to discuss and this transaction is closed. Thank You, Pete J, Customer Service Manager, Furniture Creations.

Hello, the buyer was emailed a courtesy reminder of our posted policies on Thursday, September 25, 2014 11:15 AM. This states regarding freight shipments: "Delivery appointments are required and scheduled directly between buyer and carrier if being brought to a home residence. While everything will...

be done to accommodate your schedule, the delivery can only be arranged based on the carrier's hours of operation and availability, generally Monday – Friday. The carrier will often provide an estimated 4 hour window of time for the day / date selected and can typically on request; call you within an hour prior to arrival if you need to meet them at the delivery location." The buyer scheduled delivery with the buyer for 10/14, which was their choice based on the available days presented to them. The buyer was not present when the carrier arrived to deliver the order twice on the same day. The second time was when the carrier made an exception to return at a later time when the buyer told them they could not meet them on the original attempt. The buyer said they wanted to cancel the order and have it returned since they refused to be there to sign for it, which is required for freight shipments. The buyer was well aware of the time frame the carrier would arrive and refused to accept delivery after agreeing to the scheduled date and time. They also ceased communication with the carrier who attempted to make other arrangements for the buyer in an effort to still deliver the order so they would not have to return it. The buyer still refused and the order was returned to us in accordance with our posted policy: "Shipment refusals will be treated as a standard return less a 15% restocking fee and all return shipping costs." The buyer's payment was appropriately refunded minus the 15% restocking fee and $126.42 return shipping charges. The buyer had opened a claim against this order for the same reason and was just closed by [redacted] in our favor based on these facts. This matter is considered closed and the buyer is not eligible for further refund. Thank You, [redacted], Customer Service Manager, Furniture Creations, ###-###-####.

Hello, I apologize for the issues with the buyer's items and inconvenience caused as a result. The initial confusion was caused because the buyer contacted [redacted] Furniture instead of us directly back in December of 2014. The first communication we received from the buyer through [redacted] email...

message system was on Saturday, December 20, 2014 3:04 PM that stated: "Hello! the costumer contacted us regarding the confirmation number for the replacement." We obviously had no idea what that was referring to so [redacted] assumed the product was damaged in shipping transit and the buyer was just then requesting a replacement as a result. That would have been several months following the delivery of the order so no, we would not have been able to provide assistance per our posted policy had that been the case. I am sorry that [redacted] did not ask any probing questions to obtain more information since there were no details provided by the buyer in their initial email. Nevertheless, the recliner was replaced by means of the manufacturer warranty claim at no cost to the buyer. The sofa defect was also later handled by means of a warranty claim and the delay with replacement was on the part of [redacted] since they stated a new sofa would be shipped to the buyer directly by their warehouse, but it turned out it never was. The replacement was finally shipped and received by the buyer. What the buyer later reported to us was not a defect as with the original products, but shipping damage caused during transit by the carrier. Per our posted policy on [redacted] that the buyer was aware of when they placed the order last year: "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. 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." The buyer apparently did not inspect the replacement sofa at the time of delivery since such damage would have been observed and able to be noted on the delivery receipt, in addition to a possible refusal of delivery altogether due to the damage. This is evidenced by the signed copy of the delivery receipt, which I have attached for your review. The box to the left of the buyer's signature states that the items were received in good condition except where noted otherwise. As you can see, there were no issues noted by the buyer. Further, in accordance with our posted policy: "Damage that is found after the driver has left and was not notated on the delivery receipt is concealed damage. Replacement or repair costs will apply on all concealed damages. It is your responsibility to inspect the entire shipment before the driver leaves. Failure to do so releases Furniture Creations from all liability. If concealed damaged is discovered, Furniture Creations must be notified within 72 hours. We require that all original packaging materials be retained. Photographs of the outer and inner packaging as well as the damaged product are required. Free replacements or full refunds are NOT able to be offered for concealed damage." While I again apologize for the damage to the sofa, the buyer is not eligible for a full refund of their payment or a free replacement based on these facts. I can authorize a partial refund to be issued in the amount of $150, which is more than 30% of the sofa's purchase price of $490.36. This can be used toward the repair of the sofa. Given that the recliner was replaced without further issue, a refund of it is not possible, either in part or in full. I will await your response so I know whether to proceed with the partial refund for the sofa or not. Thank 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 knowing. They are sent directly from the manufacturer so we are the middle man and just submit the request for fulfillment by [redacted] warehouse. Photos of the newly received...

baskets are required to be provided by the buyer as evidence that they are not correct. A photo of both the replacement and original baskets together is required so Coaster can confirm and correct the situation caused by their company. We are willing to work with the buyer toward a resolution, but cannot do so if it is not communicated to us. Please 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 forward. Thank You, [redacted], Customer Service Manager, Furniture Creations, ###-###-####.

Hello, I cannot speak to the phone conversations that may have took place, but I have already explained that the shipping terms and conditions stating the delivery is curbside, were emailed to the buyer through [redacted] on Thursday, 6/29 4:43 PM. This is well before the date of delivery when the buyer claims to have first learned about them. [redacted] can verify this. The fact remains that we did our due diligence in not only providing the details of our freight shipping process within our posted policies, but going as far as to reach out and provide a reminder of them. The buyer not having read either of them is not our fault or responsibility. I have attached a screenshot of the portion of the email we sent as additional evidence that this was done. I apologize again for the inconvenience to the buyer, but it was not as a result of anything we did or did not do. The order was being fulfilled as advertised. The buyer has since been appropriately refunded for this return. Regards, Pete J, Customer Service Manager, Furniture Creations.