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, 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.

Hello, the buyer was emailed a courtesy reminder of our posted policies on Monday, May 9, 2016 3:55 PM. Our shipping policies on [redacted] state: "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.  If the order is returned to us due to the inability to schedule delivery, it will be subject to our standard return policy." Upon the carrier contacting her for a delivery appointment, the buyer expressed that she could not accept delivery unless it was after 6:00PM. Understandably, the carrier was not able to accommodate that without charging an additional fee. We provided the customer with a quote to have the shipment delivered after hours, however she refused to pay this fee. We explained to the customer that she was welcome to accept the delivery during normal business hours, which is a free service provided with her order, however she refused to cooperate. We are sorry that she refused to accept her order during normal business hours and would not work with the carrier on a delivery appointment, however that is not our fault and we will not be held responsible for it. Having been made aware of our policies well in advance to the shipment of the order on Thu, May 12, 2016, she could have requested cancellation of the order prior to shipment, but she did not. Our return policy states: "Shipment refusals will be treated as a standard return less a 15% restocking fee and all original and return shipping costs." The buyer received the appropriate refund less the required fees of $53.64 (15% restocking fee), $86.38 (outbound shipping) and $86.38 (return shipping). The order will not be eligible for further consideration thereafter. Thank You, Pete J, Customer Service Manager, Furniture Creations.

Hello, the buyer first claims in their emails that we never responded to their messages to us, but that is simply not the case. They initially emailed us on Wednesday, May 28, 2014 11:00 AM & 11:04 AM and we responded on Wednesday, May 28, 2014 5:18 PM. They emailed again on Thursday, May 29,...

2014 7:51 PM and we responded on Friday, May 30, 2014 1:19 PM. Their last email to us was Tuesday, June 3, 2014 6:43 AM and we responded to that on Tuesday, June 3, 2014 4:19 PM. This is all recorded as evidence within [redacted]'s message system which the buyer can see directly through their account. Our last email to them on 6/3 let them know we could "send a parts request to the manufacturer to have them replace that part of your table set. If you would prefer I can arrange to have [redacted] pick up the package from you for a replacement or refund. Please let me know how you would like to proceed." The buyer never responded and opened this case instead. In order for the entire set to be picked up with a damage call tag, the original packaging is required per [redacted] so that is no longer an option. We have no problem requesting part replacements, but that can take some time because of having to rely on the manufacturer to get them to us first. The damaged parts do not need to be sent back to us. We can thus order the replacement parts, which can take up to three weeks to receive and ship out, or we can offer the buyer a partial refund in the amount of $50 to keep and repair the set as is.  Please let us know how the buyer wishes to proceed. Thank You, [redacted], Claim Specialist, Furniture Creations, ###-###-####.

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, 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]

the company was the cause for my not receiving the product. . The company took responsibility for the missed delivery in their correspondence to [redacted].. I received an email stating that the order wold be delivered on the 25th.. I missed work for 2 days and paid someone to wait for delivery on day 3. I received a call on day three from their driver. . Who could not give me a date for delivery.. instead he saidid [redacted] was wrong for giving me a date of delivery. . I question if this company every had the product. . I have not receive a call from the seller.. but I did get a call from someone who said they would work with me to get my money back.. what legitimate combat kept 200.00 of a 300 dollar purchase

Hello,

We apologize for the issues. We will send a replacement top if that would help make this a better experience. Please verify that is what you would like us to do and we will get it ordered and shipped. Thanks!

Furniture Creations

Internet Sales...

Dept.

Hello, the buyer was aware of our posted shipping policy (see attached screenshot) where it states: "Always inspect your shipment BEFORE signing for it...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...This is very important because once you have signed for your shipment without any additional comments; it is your responsibility if damage is found later." This policy was also emailed to them as a courtesy reminder on Wednesday, April 30, 2014 4:57 PM prior to shipment. We also attempted to call the buyer on 5/1 to review this information in person over the phone, but they did not provide a phone number with their order. Regardless, the instructions for receiving their order were made known to them and very clear as to what needed to be done. The fact that the buyer did not adhere to this policy is not our fault or responsibility. In the interest of customer service, we even offered a partial refund of their payment in the amount of $100, which was refused. The buyer had opened a claim through [redacted], which was decidedly closed in our favor and their full refund denied on Tuesday, May 20, 2014 based on these facts. If the buyer does not wish to accept the partial refund offer, which is our best and final since they did not adhere to our policy, they are welcome to return the bar to us in the original packaging to: Furniture Creations, RMA #[redacted], [redacted]. We will waive the 15% restocking fee so the buyer receives a full refund of their original payment, but they would be responsible for the return shipping per our policy. The order must be received back to us no later than 6/30 since our 30-day return policy period has already expired. Please let us know how the buyer would like to proceed. Thank You, [redacted], Claim Specialist, Furniture Creations, ###-###-####.

Hello, our posted freight policy on [redacted] (screen shot attached) states the following in part: "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...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 was also sent an email from us on Wednesday, April 30, 2014 7:50 AM, which states: "INSPECTION: When receiving your item, please carefully inspect both the outside of the packaging and the product itself inside the package before the delivery personnel leave your home. It is important to clearly indicate if there is any visible damage to the packaging or items on the delivery paperwork. If the driver will not allow you to do so, write "Subject to Inspection" on the delivery receipt which will cover you in the event damage is discovered later."  We even called the buyer on 4/30 to review the policy over the phone with them in person and left a message at 2:40 PM since no one answered.  We did not receive a call back.  As can be see from the Proof of Delivery attached, the buyer signed this accepting the order free and clear of any damage, defects or other issues.  This being the case, we cannot file a damage claim with the carrier and hold them responsible.  This thus limits our ability to assist the buyer.  We did however attempt to do so despite the fact that they did not adhere to our policy they were well aware of.  On Friday, May 16, 2014 11:42 AM, the buyer provided a photo of the damage, which I have attached within this response.  As can be seen, the damage is relatively minor and on what appears to be the front base of the loveseat.  Since the loveseat is fully assembled when shipped, this section is not a replaceable part by the manufacturer.  We informed the buyer of this and let them know we could provide a partial refund of $50 and even directed them to a listing on [redacted] ([redacted]) for a repair kit that costs approximately $30.  The buyer refused to accept this.  Our Customer Service Supervisor then emailed the buyer on Tuesday, May 20, 2014 9:44 AM, further explaining to them that since they did not inspect the loveseat at the time of delivery as instructed, we cannot replace the order at no charge.  Our best and final offer was then presented in the amount of $75, which the buyer never responded to.  This offer is more than reasonable given the damage and we gave the buyer the means to easily repair it or have it fixed.  If the buyer does not wish to accept our offer of $75, she is more than welcome to return the loveseat to us.  It will be required to be repackaged and the buyer would be responsible for the return shipping.  The return address is: Furniture Creations, RMA #[redacted], [redacted].  We will waive the 15% restocking fee as a courtesy should the buyer choose to return the order so a full refund of their original payment would be issued.  Please let us know how the buyer wishes to proceed in accordance with these two available options.  Thank You, Pete J, Claim Specialist, Furniture Creations, ###-###-####.

Hello, the buyer was sent a courtesy reminder email of our posted policies on Monday, January 12, 2015 11:43 AM. This states: "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 buyer received the order, he did not follow these instructions and signed for the order free and clear of any issues, without inspecting and noting any damage. This being the case, we cannot file a claim with the freight carrier to recover any losses and hold them responsible for the damage. We offered the buyer a partial refund in the amount of $163.71, which is more than generous given that it is an out of pocket loss for us. The buyer refused this and states they are getting a repair quote. That was on 2015-01-26 10:16 am and we have not heard from the buyer since. The buyer buyer filed a chargeback against this order and their credit card issuing bank closed it as "Not Granted" in our favor. The buyer is not eligible for a refund of their payment based on these facts and the chargeback decision. We authorized a return of the order at the buyer's request on Monday, January 26, 2015 11:40 AM, providing them with the RMA information if they wish to do so in accordance with our 30-day return policy. Otherwise, this transaction is considered closed and not eligible for further consideration. Thank You[redacted], Customer Service Manager, Furniture Creations, ###-###-####.

Hello, as evidenced within the message history with this buyer, we requested photos of the alleged damage to the sofa on several occasions and the buyer, although making attempts to do so, never successfully provided the photographic evidence that there was anything wrong with the...

sofa. The listing the buyer purchased the sofa through on [redacted] states: "We strongly encourage you to inspect the contents of your item(s) upon delivery, and if you find damage to any boxes, please mark the delivery receipt "DAMAGED" with a quick description of the damage you're noting. This is the only way we can assist you in making a claim against a carrier for damage. Damage uncovered after the driver has left will be assumed to have occurred after delivery. You need only refuse those items that show damage and you may retain the rest of the item(s) as we work to get a replacement sent out to you." The buyer did not follow these instructions and accepted the order in as-is condition, free and clear of any issues. The listing also states: "...photographic proof is required for any concealed damages that were not specified to the shipper upon receipt of the item". Again, the buyer never provided us photos of the damage. We are not sure why this was the case since we have no problems receiving photos from other buyers, but all we got was a corrupted zip file we could not open and "vacant" links that did not include any pictures at all. We even went as far as providing the buyer with our direct email address, thinking maybe it was just [redacted]'s servers that were preventing the photos from coming through. The buyer still did not produce any pictures. The buyer's claim of damage was thus never substantiated and is the reason they wanted to return the order. Had the buyer followed our policy instructions and inspected the sofa when it was delivered, they would have observed the damage (assuming there was any at the time) and could have refused the sofa and had it returned with the carrier at that time at no cost to them. The buyer is in their current situation because of these indisputable facts. Had we received photos from the buyer of the damage, they would not be eligible for a free replacement or full refund since they accepted delivery of the order in that condition, but we could have provided a return shipping quote, which would have been done through one of our freight carriers at our discounted rates or presented them with a partial refund offer. We can still provide the shipping quote if the buyer wishes to return the order and they would be responsible for those fees. In review, we were never provided with sufficient evidence to support the buyer's claim of damage. The buyer did not follow our policy instructions clearly stated within the listing, which could have avoided this situation altogether. The case the buyer escalated to [redacted] was closed in their favor and their payment has already been refunded. We are in the process of appealing that decision based on the facts provided herein. The buyer's payment should then be credited back to us and we can move forward with a partial refund if the buyer provides photos, or the buyer can return the order to us through our discounted freight method. The sofa is required to be resealed in the original packaging and attached to the wooden pallet as it was delivered to them. 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, our policies are posted within our storefront on [redacted] as every other seller's is. We send a courtesy reminder email to each buyer knowing that not all customers read the policies prior to purchase. This buyer was emailed the reminder on Friday, January 23, 2015 4:31 PM (copy...

attached), which states: "INSPECTION: It is best to completely inspect the contents of each box, regardless of the condition of the outside of the 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 [redacted]. When you sign the delivery receipt, it is a legal contract that states that you accepted the product in that condition." The policy also informs the buyer that the order is "Self-Service Curbside Delivery is included for all freight 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." The buyer was thus made aware that they first needed to ensure they had assistance to receive the order and that they needed to inspect it. The fact that the buyer did not adhere to these instructions is unfortunate, but not our fault or responsibility. In the interest of customer service as a courtesy, we offered the buyer with a substantial refund of $100 because we cannot replace the item at no charge because the damage was not noted on the delivery receipt. This is standard for all companies that ship via freight service so we are not intentionally making this difficult for the buyer. We cannot file a claim with the freight carrier and hold them responsible for the damage since it was accepted free and clear of any issues, so the partial refund we are offering is an out of pocket loss for us we cannot recover. If the buyer is not willing to accept that, they can return the item to us. They can send it to the following address in the original packaging with the RMA number as shown: Furniture Creations, [redacted]. Please provide us with the tracking information within the next five days so we know when to expect the item. The refund for it will be issued in accordance with our return policy once the order is received back at our warehouse. We will waive the restocking fee as a courtesy. Thank You, [redacted], Customer Service Manager, Furniture Creations, [redacted].

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.As stated by Furniture Creations that I should have inspected the couch upon delivery I do take responsibility for as I did not do this.  I have learned a valuable lesson in this circumstance.  I wonder if the driver would have waited the time to remove the couch from the pallet,  Unwrap the cardboard, and then unwrap the shrink wrap, which did take me about an hour to do.  As for the photos.  I disagree with Furniture Creations as I sent these photos from three different devices.  I send photos everyday via email through attachment and never have/or had a problem until they "claim" they didn't receive them.  When I was not receiving any more phone calls back or emails to rectify this situation, I then had no choice but to escalate the case to [redacted].  [redacted] reviewed the photos of the couch, and had no problem receiving them I might add.  [redacted] worked with me  in resolving this matter, not Furniture Creations.  I am very satisfied with the customer response to my situation from [redacted], not with Furniture Creations.  Furniture Creations customer service and professionalism is non-existent and I feel potential buyers who buy online or through [redacted] should be warned of this company.  [Provide details of why you are not satisfied with this resolution

Regards,

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

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

 I have attached a picture of the chair that was sent. I received confirmation that the business rec. the email.

Regards,[redacted]