Furniture Depot, Inc.

In response to a recent complaint filed by *** * *** ***, I am pleased to say we have already been in contact with *** *** *** *** and have done a proper clean up to their satisfaction We still have a minor repair to do, we are just waiting on a material to come in(customer completely aware of)

Dear *** ***, King Quality has never offered a lifetime warranty through our own company. *** *** might be referring to the manufacturers warranty, which I previously stated that the company is no longer in business now for years. I was never informed of a phone call that entailed hanging up on anyone, if that did happen I apologize. Unfortunately I do have to stand by my first response we extended a courtesy twice and can not any longer. What I can do is offer a cheaper price then the original $price I can offer just the cost of the windows and King Quality will eat the labor cost. The new price will be $total for both windows That is the best I can do I do hope *** *** can see that we are willing to work with her. Thank you for your time and patience in this matter

Dear *** ***, I apologize and will pull *** *** from our system and flag him as a do not call. I have no current record in our system of him ever being flagged before. Regards, *** ***

Revdex.com: The fact is that at the time my house windows were installed, a lifetime guarantee was advertiised that is not being honored The two remaining windows that need to be replaced are from the originalt installation. Additionally, it took weetks for them to call me back to tell me that he would come to give me an estimate The man was extremely nastyand hung up on me No one ever came to speak to me and my husbandI expect them to replace the two defeective windows
Sincerely,
*** ***

*** ***, I'd like to inform *** *** that I am the executive manager of the company and I myself removed his phone number from our system and spoke to the staff personally *** ***'s improvements are still in the system but his phone number was completely deleted and replaced with *** I apologize again but now that I myself am aware of this it was taken care of instantly yesterday after receiving your message. Thank you, Michele Z***

Hello [redacted],I spoke with our representative Joe and as far as the torn window screen, broken window and birdbath we were never told but will gladly take care of these issues once [redacted] responds to our calls.  Joe did try contacting [redacted] yesterday Tuesday...

July [redacted] several times and left several messages to no avail.  We the office are now making calls to the homeowner as well trying to get a response so we can correct any and all of these issues.  As far as the bad wood is concerned we will be replacing it as soon as we find a matching piece.  It's not just an ordinary piece of wood it's more of a crown molding which we did express to the homeowner that we would be replacing it.  As far as the back gutter is concerned that was not part of the contract and [redacted] did ask Joe for a price on that section when we were working at his home.  Joe did give a price but [redacted] said he will let him know if he wanted to go ahead with it, he never responded.  As far as the attic is concerned [redacted] did express he was unhappy with some debris in there and our crew foreman tried sending someone up there and [redacted] said no need it's ok then when Joe showed up he expressed he was unhappy to him with the attic debris so Joe said he would go up and clean it and [redacted] refused again but Joe insisted not wanting to leave with his customer unhappy so he went ahead and cleaned any debris left behind.  We work as a team here and try to make our customers happy anyway possible.  As far as his paint concern we are trying to get back there to inspect the home.  What we do think and was explained to the homeowner prior to the work starting was there was 3 layers of roofing on his house and once we removed all 3 layers that there maybe a gap from where the shingles and the house meet.   Not saying that is definitely the issue until we get to meet with him.  Any other issues or if you have any questions please feel free to contact me. Best Regards, Michele Z[redacted]Executive Manager

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

 Ref previous claim [redacted]. I did not close this claim. King quality advertised at the time my defective windows were installed that there was a lifetime warranty which they are not honoring. Four. We're replaced. For about $100 but they will not replace the last two. After 3-4 weeks of calling this year the manager called me back was extremely rude and hung up on me. No one ever came to the hose as claimedWindow replacement
 
 
 
Sincerely,
[redacted]

Dear [redacted], I just wanted to contact you on the progress of this complaint.  Mary from our service department  contacted [redacted] on Tuesday February [redacted] and set up an appointment for that same night  to evaluate the issues.  Although the window was a manufacturing...

issue we did agree to fix the area under the window with new insulation, sheetrock, tape, spackle.  We also came to an agreement to paint the wall which the window is located on.  When we went back originally to change the frame of the window we also installed a new sill which had no water damage but to make our customer happy we did.  Also my installer installed another new sill free of charge which was not part of our original contract in their bathroom.  He also resealed all the windows with caulking that we installed.  It has now been set up for all the work to ve done this Saturday February [redacted], 2017.  Needless to say we are taking care of all issues.  Any questions please feel free to contact me at ###-###-####. Thank you for your time, [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response...

made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]
His answer is not true! I ask King Quality many, many times to stop calling me. I have called their office twice and asked them to stop calling, and they still keep calling.
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Revdex.com:  Thank you to King Quality for coming through with everything discussed and promised as per contract and discussion with Joe and George and subcontractor Tony. Thanks to Mary's efforts as well. We are very satisfied
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.
Sincerely,
[redacted]

Hello [redacted], I just looked into [redacted] complaint and this is what I came up with.  We initially went out there and replaced her windows as a courtesy since the Manufacture of her windows went out of business several years ago.  Then the 2nd time we went back and...

basically extended the same courtesy and replaced her windows for just a service fee of $50.00 each window but expressed we can not keep coming back for no fee.  We have already absorbed the cost for 4 windows totaling $1,000.00. We sent an employee out to the homeowner to explain exactly what we said previously t her and he gave her a price of $750.00 to replace the 2 windows.  At that time she told Fred that she needed to think about it and never gotten back to him or the office.  This is the first we are hearing from her since June **, 2016 internally. We hardly ever dispute a dispute but this was a very open and shut case.  [redacted] just kept referring to our ads that we run now which are not the brand of windows installed at her home. Please let me know your outcome to this claim and as always we would like to stay in good standing with the Revdex.com and appreciate your patience on this matter.

Hello [redacted], On 7/**/16 [redacted] called KQ stating there were birds getting into his house and explained the area which was not touched by KQ.  Our company only did the roof at the home and from what [redacted] explained sounded like they were getting through the soffit.  We...

called back on 7/**/16 no answer left a message.  8/**/16 [redacted] called us back we sent our service department on 8/** customer wanted to be there but works nights and needed a call.  We called and no answer also went to the home no answer.  Kq didn't here back from customer until 9/**/16 we sent our service department again on 9/**/16 again no answer.  We then relayed the info to our mechanic Tony whom did the roof job to his home.  they then played phone tag until they spoke on 10/*/16 Tony wanted to go ton Sunday the [redacted] but the homeowner stated he goes to Riverhead fair every year and insisted he would be going again so that we were not to come.  We then set it for the following Sunday the [redacted] and finally we were able to meet up with [redacted] and fixed the problem with no charge to the customer which was not part of our contract.  Tony secured his soffit with a piece of metal where the birds were getting in.  Since we received this complaint Mary in our service department has called [redacted] and spoke to him and he stated he would be calling in to the Revdex.com and marking this complaint as satisfied and he was mad because it took so long for them to finally meet. Although it was not our work issue.   Any other questions please feel free to contact me at ###-###-####.  Thank you for your time.

Review: We bought a bed frame through a lay-away payment from Furniture Depot on [redacted]. The payment of $198.45 was paid off at the end of December 2008. The owner of the business promised the delivery to be made within 7-10 days after the last payment. But the bed frame was delivered very late, 2-3 weeks later than the scheduled delivery date. Once the bed frame was finally delivered, an attempt to assemble the pieces was futile in that the parts were mismatched and could not be assembled and the fittings were missing. Upon the notification of the state of the bedframe to the management of the Furniture Depot, a representative of the store arrived approximately a day later. He too could not assemble the bed frame, and stated the pieces had a manufacturing defect and some of the parts had to be replaced. As a result, the bed was taken back to the store to be fixed and the owner, Donnie Hall, stated that it would be ready in a week, I called him several times and Donnie said that they were working on it and that it would be ready the next day and that he would call me when the bed was ready, th is continued for couple of weeks. It took all most four weeks for Donnie to call about the bed, but we could not wait for that long for it to be fixed, and by the time we received a call from the owner, the bed was not needed anymore.

The first attempt to receive a refund was made on 25 of June of 2009, Donnie Hall stated that the money spent on the bed frame could not be refunded, however could be spent to buy something else from the store. He also made a note stating that the purchase was made on 25 of June 2009, even though the law-away was paid off 5-6 months earlier. However, when an attempt to purchase an item from the store was made at three different instances within three years, Donnie stated that the items had to be ordered which he refused to do every time, stating that we would not like it and would be unhappy with it. At a later date when he was confronted about the situation he stated that he did not recognize the costumer and did not have any record of the purchase. Furthermore, he was very rude to us when a request for a refund was made; every time he had unpredictable and erratic behavior, provoking me to lose my patience. Every time he yelled, humiliated and insulted my wife, my son and me, and threatened to call the police because it was his property and that every time we had to leave his store without resolving the issue. He tried to resolve the problems and mistakes of his own business on the expanse of my family. He insisted that his policy includes non-refundable furniture even if it was not our fault but of his business. Therefore, we can neither spend our money in four years by buying something we like nor receive a refund. The last straw was at the beginning of December 2013 when I came to the store to talk to Donnie and peacefully ask him about the refund. He almost jumped at me, began provoking me, using profanity and abusive language. I couldn't even get his full name, to avoid confrontation I had to leave the store and call the Danville police to retrieve his full name.

This was a terrible experience and a bad memory to have to deal with a bad business. We wasted our valuable time, gas, money, and our patience. Our family was always stressed out for four years dealing with Donnie whose behavior was absolutely unexcitable, wrong, and completely inappropriate. I and my family do not want to, and never will have any business with Furniture Depot and especially Donnie Hall anymore. Never. We just want to have our money back and put the issue behind us.

We really hope that you will help us in resolving this problem.

Sincerely,

[redacted] and Family Desired Settlement: refund

Business

Response:

Customer ordered the furniture he put on layaway. We have a no refund policy on special orders and layaways. We were generous enough to take the first special order back for the fact he didn't understand how to assemble the product. We do not recall any of his story about going out to his house about manufacture defect. We offered a In- store credit, however the customer still wanted to special order once again, which we were not allowing him to order something again to then, not want the items. He insulted our product we sell, using profanity and such. However he bought the cheapest bedroom furniture we sell, and he was obviously wanting much more for little to no money. We allowed him to come into the store multiple times to try and find something in our showroom to use for his in- store credit, but all he ever wanted to do was come in to our store, say there was nothing he liked out of our 12000 sq ft showroom of inventory and he wanted a refund. After the 5th or 6th visit of his nonsense and continuing to insist on getting a refund I did let him know that he needed to leave.

Consumer

Response:

I have reviewed the response offer 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.

This is in regard to my complaint assigned ID: [redacted]. This is my response to Donnie from Furniture Depot.

Donnie Hall is owner of Furniture Depot at (Danville, VA) is a pathological liar. He denied everything he said or did a day ago. I know the name of his employee from Furniture Depot his name is 1. [redacted] he was nice polite young gentlemen who was sent to my residence to assemble the bed frame, he spent almost two hours try to put it together but frame was not assemblable, and fittings were missing. We even helped him to load the pieces of bed frame to his track. Donnie insulated his own employee, when Donnie begun blame me that I could not assemble it I asked him why his specialist, trained employee could not assemble it either, Donnie replied "He was very dumb." If Donnie was right about me and his own employee then why it took four weeks of his genius to assemble four pieces together. During my life, I assembled 25- 30 sets of suit furniture with hundreds of parts and several thousands of fittings. Those sets of furniture were imported from all over the world. And this guy says I could not put 4 pieces together, it is just laughable. I never said anything bad about his store or the furniture, I always made compliments about it. However, he said himself he is selling cheapest furniture. The furniture that he sold it to me it was cheap quality wise not by the price. But he did not understand the fact that even the cheapest furniture he selling has to be assemblable. Every time he is acting very crazy and provocative, yelling, screaming, used abusive language, profanity and such, threatening call to police, even we were generous enough not to ask the refund for six month. He claims everything in his store has to be a special order. In 4 years we could not buy anything from his store for his fake IN-STORE credit what he offered to us. Throughout 4 years Donnie shamelessly keeps and uses our $198.45. He tried to find any fake reasons to cheat us and keep our money. Donnie made our family responsible for his own mess. Donnie is cheaper than his cheapest own bed frame, because he sold his own soul for $198.45. He does not have a clue about decency, good business, honesty, dignity and manners. Nor he has a clue to understand or assemble his own cheapest four pieces of bed frame. In our previous letter to Revdex.com, we said we had enough of Donnie and his awful business. We do not want to waste our time no more. This little lair produced a big mess and nonsense; take an advantage and blame innocent costumer for his own incompetence and his own fault. An honest person, respected businessman never refuses to give his full name to a costumer. In order to obtain his full name I had to call to Danville Police Department myself. We are sick and tired of him. We leave him to his own judgment, but we believe for the higher justice. He will lose a lot more then he gained from us. Nothing good will come to him for his dishonesty. My family does not want to hear about this guy or his endless lies, nonsense and his store any longer. We have nothing more to do with his business and neither will anyone else we know.

We wish him luck.

Sincerely,

[redacted] and Family

Review: I bought a set of mattresses from Furn. Depot on May 17, 2013 for $799.00 was told by salesman how good they were made supporter (back) lumbar support good cushioning etc. I tried to sleep on this set, from day one they have made my entire body hurt. neck, back, legs, shoulders, arms & head & hands. I continued to try hoping my body would adjust 2 them. Spent $200.00 for toppers, frame support-nothing I did has helped at all. I went back 2 the store and talked to the owner. He said there was not anything he can do & suggested I use toppers, comforters, a step ladder, etc.Desired Settlement: Of course would be a refund or sell me in exchange for these mattresses something I can sleep on or some assistance with manufacture warranty.

Business

Response:

I assisted this customer, and the main feature this customer wanted in a mattress set is firmness. We sell 11 different models of mattress sets ranging in price and comfort. The customer spent over an hour laying on 2 different sets, and finally decided on the firmest mattress set we sell. I personally think the mattress is rock hard and from the second I lay on it I would be uncomfortable. However, it is not my job to pick the mattress for her, only to inform about and let the customer make the final decision. Months after purchase she came into the store letting us know of how unhappy she was with her mattress set. Unfortunately, we can not do anything about customer satisfaction of the product, but only manufacture defect. The customer wrote a letter to the maker of the mattress company, and they follow the same policies we do, defect is the only thing covered under warranty. Sorry that she is unhappy but unless there is a defect our hands are tied.

Consumer

Response:

I have reviewed the response offer 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.

Im sorry but I did not spend over an hour lying on the mattress. It took several hours for the contract to be completed and I spent that much time in the store..I have always felt better on a firm mattress but Not one that has no cushioning.. This mattress is rock hard but has no support inside to support my body.. It is decieving to think otherwise when lying on them in the store..If my body feels supported in the store but is entirely different when asleep for 10 hrs in the bed it doesn't seem like it is a fault of mine... Thank You, [redacted]