Furniture Creations

I have tried over and over for 11 days to contact Furniture Creations about a sofa order that was canceled. It took me a week of constantly sending emails to get the order canceled. After the order was canceled I was informed that my credit card would be reimbursed within 1-2 business days. Today is the 10 working day since the order was canceled and my credit card has received no notification of the reimbursement. I have sent numerous emails and have tried to telephone the Online Sales number. No one answers the phone and you cannot leave a message because the mailbox is full. My credit is billing me for the$1007.00 for the sofa that was canceled.
This is the worst business practices that anyone has ever encountered. I gave a satisfaction of 1 star because there is absolutely no satisfaction whatsoever with this company.

Kitty Evans
Consumer

Hello, this buyer emailed on, Feb 17, 2016 1:21 PM stating: "We have opened one box and put a chair together and the other is unopened. The chair we put together is defective…we would like to return both chairs for a...

refund please." The buyer's case comments do not match up as they are now claiming there was an issue with both chairs, but one of them was never opened; which was confirmed upon receipt back. We let her know a manufacturer warranty claim would be submitted on her behalf for the defect since it was not shipping damage. 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." We initiated the claim, but the buyer insisted on returning the entire order. Per the above policy: "Should the customer insist on returning the order instead of waiting for this process, the return is subject to our policy in which standard fees apply." We authorized the request to return on, Feb 26, 2016 1:35 PM. We never forced the buyer to return the order. On the contrary, we were working to prevent a return altogether if possible. They could have contacted us to request assistance with the shipping process once they saw how much it would be for them to do so. We never heard back from the buyer after having authorized the return. The products were received back and she was actually refunded in full for the defective chair and only deducted the 15% restocking fee for the unopened one. Why the buyer is all of a sudden filing this case seven months later, we do not know. While we apologize again for any issues with the one chair, that we did try to assist with, the buyer is not eligible for any further refund or compensation based on these facts. Thank You, Pete J, Customer Service Manager, Furniture Creations.

Hello, 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 transit. All of our policies are posted within our Amazon Storefront. As a courtesy, knowing that not all buyers...

read them, we also emailed a condensed version to this buyer on Monday, October 12, 2015 3:59 PM, which was well in advance of the delivery on 10/21/2015 19:00 PT. The buyer is complaining about the driver not helping to bring the table in the house. However, 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 Delivery. This 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 store. So 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 advertised. the buyer also states that the box looked good and did not inspect contents until after delivery. However, 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 boxes. The policy instructions go on to state: "Bottom line is that it is VERY IMPORTANT that the freight be inspected before you sign the delivery receipt. By 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 delivery. It 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 result. We 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.com. There is relatively minor damage to one corner of the item that we offered a $60 partial refund for. Given 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 money. The buyer refused the refund and filed a claim against the order with Amazon through which we will be providing the same facts. I can certainly authorize an increase of the partial refund offer to $100 if that helps the buyer. Otherwise, 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 charges. I will waive the restocking fee as an exception. Thank You, [redacted], 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 missing. All of the hardware was missing to assemble the item so it was requested and shipped to the buyer from the manufacturer. The buyer then stated that they were still...

missing two brackets so we again requested the hardware and it was shipped to them. Apparently, 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 instructions. We determined which brackets were needed and these were shipped to the buyer via [redacted] and were confirmed delivered on Wed 4/01/2015 9:30 am. We apologize again for any inconvenience and this has now been resolved for the buyer. Thank You, [redacted] Customer Service Manager, Furniture Creations.

Seller charged us a delivery fee, not refunding the amount in full that was paid.  If you review the complaints about this business, this is standard operating procedure for them to take money from customers, even when they are at fault.  I reject anything but a 100 percent refund.

Hello, the $36.12 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 return. Per the carrier: "Our driver arrived onsite for pickup as scheduled for today between 12:00-17:00 and the contact [redacted] 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 reschedule. The 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 for. This is not up for negotiation or debate. The facts are clear and the transaction is closed. It will not be eligible for further consideration. Thank You, Pete J, Customer Service Manager, Furniture Creations.

Hello,

We apologize for the issues with your order and the delay in responding to this message. We have issued a full refund in the amount of $299.11. Please accept our apologies for the issues and we hope this has resolved this matter. Thanks!

Furniture Creations

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Internet Sales Department

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

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, the buyer submitted a return request with "Return reason: Different from website description" on Friday, May 16, 2014 7:12 PM. The buyer did not provide us with any specific reason other than that so on Saturday, May 17, 2014 2:27 PM we asked for photos of the items received to see how they...

were different and confirm the buyer received what they ordered. The buyer responded the next day stating she was not going to send photos and just wanted to return the chairs. The buyer continued to insist on returning the chairs without providing any evidence there is anything wrong with them. We thus authorized the return on Tuesday, May 20, 2014 8:24 AM providing the return address of "Furniture Creations, RMA#: [redacted], [redacted]". On Wednesday, May 21, 2014 9:28 AM the buyer emailed stating "There are no photos chairs were never put together I just know They are not what I expected." The buyer admits that there is nothing materially different with the chairs, they just changed their mind based on their expectations. The chairs sent were the ones the buyer purchased. Our posted return policy 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...You are responsible for making all arrangements associated with the return of your merchandise and items must be received back at our warehouse in their original, unused condition." Our policies also state: "If precise colors, dimensions, or patterns are critical to your order, please contact us so that we may assist you in answering any questions you may have prior to ordering. All return requests due to color / appearance variations or slight dimension variations are subject to our standard 30-Day Return Policy." Although the buyer refused to provide us with photos of the chairs and we never received any despite their claim otherwise, their reason for return falls within our standard policy and they are responsible for sending the order back to us. Despite this being the case, we have already arranged with the buyer to have the order shipped back to us via our [redacted] account with call tag #[redacted], which is expected to be received back to us on 6/10. We have however, already issued the buyer's refund as agreed to by them minus $22.72 (15% restocking fee) and $41.09 (return shipping). The appropriate amount refunded to them on 6/5 was $87.68. On a side note, the buyer opened a claim against this order with [redacted], which was closed in our favor on Wednesday, May 28, 2014. We thus were not under any obligation to assist them since they gave [redacted] the right to decide on the matter and their claim was denied. We proceeded to assist with the return in the interest of customer service because we do what we can to help our customers and simply require their cooperation. This matter has thus been resolved amicably and the transaction finalized. Thank You, [redacted], Claim Specialist, Furniture Creations, ###-###-####.

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

Hello, we initially authorized the return when requested by the customer since we were under the impression it was a standard return that qualified under our policy requirements. It was only after that we were notified by the customer that the original packaging was no longer available and the chairs had been assembled. The customer was then informed that the order was no longer eligible for return based on these facts. The customer took it upon themselves to ignore that and allegedly send the chairs back to us anyway. We have no record of them being received at our warehouse and we have requested return tracking information from the customer that they have failed to provide. There is thus no evidence the chairs were returned or received. As stated previously, if/when the chairs are received back or accepted since they were returned in violation of our policy, they will be inspected and a refund amount assessed based on condition and considerations to the order not being eligible for return to begin with. We cannot do anything without the products however, which again, the customer has not provided any supporting documentation or details to prove they were returned. Again, the relationship between the chairs and the table the buyer purchased from a different seller has nothing to do with us. We fulfilled the order we received as advertised and can only address the chairs, which were not defective or eligible for return. This transaction is closed and not eligible for further consideration. Thank You, Pete J, Customer Service Manager, Furniture Creations.

Hello, this order was shipped on time and the estimated delivery time frame advertised was "Monday, May 5, 2014 - Thursday, May 8, 2014". As the buyer states in their [redacted] claim comment and this case: "[redacted] called to inform me the order was on the wrong truck and they would not be able to deliver until Thursday May 8th". While an agreed to delivery was scheduled sooner, due to unforeseen circumstances with the freight carrier, that appointment was required to be rescheduled on a day that would have still been within the estimated dates and just the day after the original one, but the buyer refused. Per our posted shipping policy: "Freight deliveries are 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...If the order is returned to us due to the inability to schedule delivery, a refund will be issued in accordance with our posted return policy and any applicable storage charges will be deducted from your refund."

We are very sorry the originally scheduled delivery could not be completed, but alternative options were provided and the buyer chose not to accept them.  Our policy regarding freight shipments is posted on our [redacted] Storefront and was also emailed to the buyer on "Friday, April 25, 2014 2:42 PM" as a courtesy reminder prior to shipment of the order.  We even attempted to call the buyer on 4/27 to review this information with them in person over the phone and had to leave a message at 3:30 PM since no one answered.  We never received a call back.  Regardless, the buyer had the opportunity to cancel the order prior to shipment if they did not feel they could adhere to the requirements due to their schedule, especially since they admit their work schedule changes weekly and they can even be away from home altogether at times.

The freight carrier will not do front door deliveries if the unit is not on the ground floor for liability reasons, which this customer's is not.  A $100 partial refund was the most that we were able to provide and already made an exception with this in the interest of customer service.  The customer also has an open claim with [redacted] for this order, which was updated on Saturday, May 17, 2014 stating that [redacted] is "Waiting for seller to refund buyer" as a result of the eventual return of the order due to the buyer's refusal to accept delivery.  A copy of the delivery receipt as attached confirms the buyer refused delivery on 5/8.  [redacted] was authorized to return the order as per the letter attached dated 5/16.  Also attached is a copy of the freight bill from [redacted] reflecting the amount charged for the shipment of this order back to us in the amount of $477.42.  The buyer will be required to pay these shipping charges, which will be deducted from their refund in accordance with our posted policy where it states: "Shipment refusals will be treated as a standard return, in which the above policy will apply." We will waive the 15% restocking fee which would normally be required in this situation.  Upon the receipt of the order back to us and the appropriate refund of the buyer's payment, this transaction will be considered finalized.  We certainly regret that it has come to this, however the buyer had every opportunity to cooperate with the carrier regarding the delivery schedule or accept our generous partial refund offer.  They refused on both counts.

Thank You,

Claim Specialist

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, 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 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 told. The only other option is for the buyer to return the replacement sofa to us, of which we can provide a return label for. The sofa is required to be packaged in the original shipping box and the discounted shipping rate will be deducted from the refund. I will authorize the 15% restocking fee to be waived. Should 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 deducted. The recliner is not eligible for return since that matter was resolved previously without further issue as explained. In summary, the buyer can either accept the $150 partial refund, or prepare the sofa for return to us in accordance with the aforementioned requirements. Thank You, [redacted], Customer Service Manager, 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, 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, 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.

Hello, as previously explained, without the original packaging we are unable to have the entire order replaced. Per our posted policy: "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." Since we no longer have any recourse with [redacted] to get a claim filed and our cost reimbursed, the options for resolution with the buyer are limited. We will pursue the replacement of the necessary parts with the manufacturer and see if we can get them to send all of the requested ones to the buyer as an exception so this can be taken care of. We are not trying to be difficult or intentionally refusing to help the buyer. Without the buyer's adherence of and cooperation with our posted policies provided for their protection, we can only operate within the restrictions of what we are able to reasonably do. We will contact the manufacturer to request that the parts be sent and let the buyer know what the decision is regarding that. Thank You, [redacted], Customer Service Manager, Furniture Creations, [redacted].