Furniture Creations

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.

I NEVER said I expected them to move my furniture I was simply stating how did you expect them to STAND around while we took our time opening a package. That's RIDICULOUS! So they are saying I was supposed to open that big box of furniture and pull everything out while they stood outside and waited. That's the biggest load of crap I've ever heard. No this store packed it and SHIPPED it damaged. It wasn't damaged in transit!
 
 
-[redacted]

Hello, the carrier is obviously going to say they cannot wait to avoid responsibility for the damage. Our policy is in place for the buyer's protection so they do not sign the delivery receipt until they are able to check for damage. This is standard for all freight shipments regardless of who the retailer is and what carrier is used. Freight does not operate the same as standard ground delivery used by [redacted] or [redacted] and different procedures are required as a result. Per our posted policy: "CONCEALED DAMAGE – 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." The item is thus unable to be replaced at no charge to the buyer. The fact that the buyer's own credit card company agrees with us should be sufficient to prove we are not doing something out of the norm or trying to make things more difficult for the buyer. It was the buyer's responsibility to inspect for damage, but they instead accepted delivery of the order in good condition, free and clear of any issues. We were not present at the time of delivery so are not at fault for this. Nonetheless, on Thursday, February 19, 2015 2:33 PM, we let the buyer know we could increase the partial refund amount to $293.96, which again was being done in the interest of customer service as a courtesy since we have no way to recover this loss with the freight carrier. On Thursday, February 19, 2015 5:31 PM the buyer responded stating: "We appreciate it.  Yes, we will accept that refund amount." The refund was issued on 2/23. This concludes and resolves this matter as agreed by the buyer so the transaction is closed. We are unsure why they are telling you [Revdex.com] otherwise. Thank You[redacted], Customer Service Manager, Furniture Creations, ###-###-####.

Hello, attached you will find a copy of our [redacted] policy which is posted on [redacted]. It states regarding the delivery: "DAMAGE INSPECTION - It is best to completely inspect the contents of each box, regardless of the condition of the outside of the 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. If you signed for the carton without notating any damage on the delivery receipt you have signed the goods as “Free and Clear.” A notation of “Subject to Inspection”, “Possible Damage” or anything of a similar nature on the delivery receipt is NOT acceptable and is viewed the same as if it were signed clear. If damage is not specifically notated on the delivery receipt, the [redacted] carrier will not accept responsibility for the damage. That means that we will not be able to provide replacements to you free of charge. You will be responsible for any replacement costs. All [redacted] 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. Please thus take the time to follow these instructions that are provided for your protection." Furthermore, the pallet itself was not attached to the loveseat. The manufacturer, in this case Ashley Furniture, used a wooden support frame that was attached to the base of the loveseat to avoid damage during transit. Removal of that support by us would have compromised the item resulting in possible extensive damage to the frame of the loveseat itself. We do apologize for the surface damage to the loveseat that was caused during shipping transit. The buyer, being aware of our policy should have insisted that the driver wait for them to check for damage or contact us while the driver was still there so we could have spoken with them directly. This was not done and the buyer accepted delivery of the order in as-is condition, free and clear of any issues. Also attached is a copy of the delivery receipt signed by the buyer. It shows as they state that they wrote the item was not inspected. This comment obviously goes to further the carrier's stance on non liability for the damage since the buyer makes it very clear that they did not inspect. There was no note that the driver would not allow them to, just that they did not do it. We have no recourse with the carrier to file a claim with them for the damage caused. As a result, the partial refund we presented as an option to the buyer was done in the interest of customer service as an out of pocket expense, without the possibility of getting it reimbursed by [redacted]. I spoke with [redacted] who was the CSR handling the matter with the buyer and authorized an increase of the partial refund to $150. On Monday, November 10, 2014 9:24 AM, the buyer agree to accept this refund. It will be issued within the next three business days and this matter will be considered closed at that time. Thank You, [redacted], Customer Service Manager, Furniture Creations, ###-###-####.

Hello, we are certainly very sorry for the communication issues. There was an unexpected surge in sales this tax season that have caused our customer service department to fall behind with email responses. The phones have been a secondary means of communication due to the volume of emails and the...

fact that [redacted] prefers communication between buyer and seller to be in writing so there is a record of it. I see that the buyer was responded to with the tracking information the day this complaint was opened. The [redacted] tracking (#[redacted]) shows the order was delivered today, 03/17/2015 16:35. The transaction is thus fulfilled and closed. I again apologize for the inconvenience caused. This is not our normal way of conducting business, we were simply unprepared for the increase of orders this time of year. Thank You, [redacted] Customer Service Manager, Furniture Creations, ###-###-####.

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

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

Hello, we are already in the process of resolving this matter for the buyer with replacement parts. The buyer has been made aware of the required time frame for the manufacturer to process and fulfill such a request. The buyer opened a claim against the order with [redacted]. By doing so, they gave...

[redacted] the authority to mediate on their behalf to get the situation resolved. [redacted] decided on the claim instructing us to have the buyer return the order to us for a refund. We informed the buyer: "although we are working to resolve this for you by other means and you are not required to return the order, per [redacted]'s instructions below in accordance with their decision of the claim you opened, we are providing you with the following return authorization". We are confused by their submitting this complaint knowing we have been assisting them. If they are not happy with [redacted]'s decision of the claim, they are welcome to close it while we work to get the replacement part to them as quickly as possible. Thank You, [redacted], Customer Service Manager, Furniture Creations, ###-###-####.

Hello, on Monday, March 16 the customer sent us an email stating that she was missing the side stretcher for the right side of her chair. We responded to the customer as soon as possible apologizing for the issue and let her know that we would place the parts order for her right away. The customer...

inquire 3 days later about the status of her parts and we again informed her that they have been ordered and we would send her tracking information as soon as it was available to us. On Tuesday, March 31 we sent the customer an email apologizing for the time it was taking to get her part and had offered her a $50 partial refund for the inconvenience which was successfully submitted for the customer on April 1st. We have since not received a response from the customer. We are doing all that we can to assist the customer and as previously stated, we are working diligently with the manufacturer as we are at their mercy at this point. The parts order was placed when promised and the chair stretcher was shipped by [redacted] on 4/6 via [redacted] #[redacted]. Delivery is currently scheduled for Friday, 04/10/2015, By End of Day. We apologize again for the inconvenience caused by the delays with [redacted] fulfilling this request. Thank You, [redacted], 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, the buyer's case comment of "I received a chair with a broken leg and asked for a refund they declined to refund my purchase or the return shipping." is untrue in just about every way. The buyer emailed us on Tuesday, August 4, 2015 2:34 PM stating: "I received the chair today and while...

assembling with no power tools the front right leg (CR front leg right) cracked along the grain, is this a part that you can send a replacement for or should I request a full return and refund, my wife loves the chair otherwise." The buyer thus did not receive the chair with a broken leg as they claim. The buyer themselves damaged the leg during the assembly process as they reported in their email to us. The buyer also indicates that a part replacement would be acceptable if that is an option. We responded to him requesting a photo of the damage to the leg and we could then proceed to get a replacement order submitted to the manufacturer to be sent despite the fact that the damage was not caused during shipping transit. Per our posted policy: "Photographic evidence is required for any damage to the item that is in your possession that was not refused at the time of delivery. Photos need to be received by us within five days from receipt of the order or upon our request, whichever comes first. If photos are not received in a timely manner for damage or defects, the options available for resolving the issue for you may be limited." He responded back insisting on returning the order instead and became irate without us having caused any reason for him to be upset. He refused to provide a photo and said that based on some reviews he read, the part replacement would take too long. We explained that the length of time for parts to be sent from the manufacturers can vary and what a few other people may have stated does not reflect on the overall process and experiences by many others. Our posted policy goes on to state: "If parts are available that would be able to be provided to resolve the issue reported, but the customer insists on returning the order anyway, return will be subject to standard return policy including 15% restock fee and deduction of outbound shipping cost." Since a replacement chair leg could be sent as resolution to this that we are willing to provide free of charge despite the damage being caused by the buyer himself during assembly, the buyer has the option to accept that or return the order in accordance with our standard return policy. He did finally provide a photo of the crack in the leg, but still insists on the return. He has also filed a claim with [redacted] regarding this matter so they will also be provided with the facts as stated within this message. Since the buyer does not wish to cooperate with the part replacement process, [redacted] will decide the outcome of the situation and more than likely instruct him to return the chair to us. At this point in time because of the [redacted] claim, there is nothing further we can offer him that we have not already. Thank You, [redacted], Customer Service Manager, Furniture Creations.

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

Regards,

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.

First the company does not recognize that I contacted them prior to this. I attempted to get details of the manufacturer to no avail, however now I have the details here. They advise that they have been waiting for the company to reply and that they received an email in January, however they failed to communicate anything to me regarding this. At no point have they offered information and I have had to initiate communication each time. I have contacted the manufacturer and they state 'My apologies for the retailer not helping you, but unfortunately the manufature warranty is given to the Furniture Retailer, they are 100% responsible for helping you'. They later to go on to say 'The cost is up to the furniture retailer'. After seeking some advise I have been told that the warranty to me is in fact through Furniture Creations as the manufacture warranty is available to me. I have tried to go directly but I am not able. This has been an ongoing issue that has not been resolved. I have not received any communication regarding resolve, time frames or anything for that matter in the past 10 weeks. As this is not a warranty directly upon me I have no way to have any exact details regarding this claim. As a result of the above I therefore feel that the response does not resolve my claim.

Regards,

Hello, this buyer was emailed a courtesy reminder of our shipping policy on Monday, May 19, 2014 4:38 PM. We also spoke with them on the phone on 5/20 and reviewed this information with them at that time. The buyer understood and agreed to the terms of this policy with regards to their order. This...

policy (see attached screenshot) states: "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 opening the boxes is not possible at the time delivery is received, it is best to notate 'Subject to Inspection' regardless of the condition of the box(es)...If the driver will not permit inspection of the items, contact us IMMEDIATELY at ###-###-#### and note on the delivery receipt that the driver would not wait so the merchandise could be inspected, also noting 'Subject to Inspection'. 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...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 states that they wrote 'Pending Inspection' on the delivery receipt, which we have confirmed they did, but that is not what they were instructed to write. They were first instructed to call us 'IMMEDIATELY' if the driver would not allow inspection, which they never did and they were told to write 'Subject to Inspection', which they did not do. The specific wording was made clear at least three times within this information and does make a difference with how the situation is able to be handled. The fact remains that the buyer failed to follow these instructions even though they were very well aware of them. In the interest of customer service, we offered a partial refund of 10% and even increased it to 15% of the purchase price, which comes to nearly $400, which is a substantial amount of money for us to offer when we are under no obligation to provide any assistance since the buyer did not adhere to our policy. This offer is not available indefinitely. A claim the buyer opened through [redacted] was represented with this information on 6/13 and the buyer was given three business days to let us know if they accept the refund offer or not. Today is the final day before that offer expires tomorrow so we would need to know their decision. Otherwise, they are welcome to return the order at their expense in accordance with our 30-day return policy. Please have them send it to the following address in the original packaging with the RMA number as shown: Furniture Creations, RMA #[redacted], [redacted]. They are required to provide us with the tracking information so we know when to expect the items. Their refund will be issued in accordance with our return policy once the order is received back within 30 days after it was delivered. We will waive the restocking fee for them as a courtesy. Thank You, [redacted], Claim Specialist, Furniture Creations, ###-###-####.

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

I did only have one part missing, and did advise which bracket this was to the company?, I have since received x2 brackets on different occasions, but was the incorrect bracket both times. I sent pictures the first time I received, and still they sent the same again.  This week I have been asked to resend the same pictures I sent over a month ago.  I seem to be going around in circles and having to resend information constantly. Even though one part (2 brackets were only missing, I have not been able to use the table at all, a little unfair I think.

Regards,

[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.]

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,

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,

Hello, on Amazon there are several sellers offering the same product for sale on the same listing. We simply add ourselves to existing listings that match the products we carry. This was the case with this table. At the time we matched to the listing, the details were for the table only and that is...

what our information and price reflected. Unfortunately, Amazon permits any of the sellers to make changes to the listing details at any time, which affects all the other sellers that are not aware of the change until something like this happens. We did review the revised listing details once this buyer contacted us and saw that the chairs were described in it. We did not do this ourselves, but took responsibility for it since we do not have the ability to hold the other seller accountable because of Amazon's process that allows them to make the changes. We let the buyer know that we could have the table returned for a refund. Since the buyer only paid for the table, we cannot just send them chairs for free. The buyer's frustration over the situation is completely understandable. However, we at no time ever told them that they would be responsible for the return shipping. The buyer opened the box containing the table, so yes they were responsible for resealing that back up so it could be picked up and returned to us. The buyer was upset that we would not refund their payment while the were still in possession of the table, but no company would have done so since the buyer would then have both the product and their money back. This return and refund process has since been completed. We apologize again for the inconvenience. This transaction is considered closed. Thank You, Pete J, Customer Service Manager, Furniture Creations.

This is not a valid tracking ID.  This complaint will be resolved when I receive the correct parts at my front door.

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

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,