Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and they just refunded the requested amount to meSincerely, ** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***
This is a bit confusing and I'm not sure where to startWe apologize if there was any confusion regarding this order or any frustration we may have causedIt is always are intention to make sure the customer understands when we have stock and when we do notIf out of
stock we always give customer estimated time frames for arrival of goodsWe can never be exact times because there are variables with imported merchandise, and even with product that ships from vendors in United States. The customer alleges we have a sign that says "Everything in Stock" above our front door is untrue, never have had any sign that said that outside or inside of our storeThe customer ordered product that was in stock and some that was not in stockThe furniture that was in stock was delivered immediately, the other furniture that was on order was expected in 10-weeks and notated on the customers receipt as well as communicated verbally to the customer We do our very best to give customer estimated arrival times for furniture that is not in stockWe want customer to make informed buying decisions based on the information we have at the time of the saleWe're not trying to make excuses but shipping time can be unpredictable for reasons that are not in our controlI have spoken to the Managers and office staff at the Lacey storeNo one remember the numerous calls and there are no notes regarding the problem from the store or our customer service departmentNotes in the customers orders are required by our staff to make sure the information notated and can be passed on to other staff or departmentsUnfortunately we didn't do a good job updating the customer or just staying in touch with her so she knew what was going onWe apologize for lack of follow upI do know that the product is in stock, it was received in the estimated quote time, and the customer is being called
We scheduled the items in question to be replaced and repaired twice. It apparently didn't resolve the issues. I don't believe we did a very good job with our follow up or communication with the customer. We apologize for any inconvenience or frustration this may have caused. We should have replace...
the items. We have contacted the customer and are in the process of scheduling the items to be picked up. Once the items are picked up we will issue a full refund.
[redacted], Thank you for opening this complaint. I called you today and set up the delivery exchange that will take place this Saturday. We apologize for the extended time this took to resolve. Please let us know if we can do anything else for you. Thanks,
To whom it may concern,
These items where AS-IS.. Customer had signed the paperwork that states if you are buying As-Is or clearance merch off the floor you need to be aware that this merchandise has No Warranty and /or No Service. Also on the sales order it is clearly stated...
and written that these items are AS-IS..
Our sales staff clearly go over these agreements and have customer sign after explaining them. this set was clearly marked down from its original price..
Please feel free to contact us.
Thanks
Dede S[redacted]
Again, our apologies for any misunderstanding We do not have, and never have had signs the customer is describing or alleging we had. We did not call her a liar, blind, or stupid and again we apologies for any her frustration.
Complaint: [redacted]I am rejecting this response because: there are several inconsistencies with the information we were given in the store verses what was stated as a response to my complaint. First, we dealt with a salesman named Billy when we purchased our sofa/ottoman set, as well as our queen bedframe. When discussing options on the furniture he informed us of the protection plan available through a partner company, Montage. "Anything at all goes wrong, and this plan will cover it," he said. At the time my wife and I were still expecting and we expressed our concern about spills, stains, ease of cleaning, exedra. Billy assured us that the protection plan was easy to use should we have any need for it but that the product he was selling us was great. In the business' response there is reference of "this sales person," however we dealt with two employees during our interactions. The second was Stephen, whom told us specifically when we were shopping for a new mattress, that our couch was "a piece of junk," and that his parents had bought the same on and had tons of problems with it. He instructed us, after discussions about the lack of response from the furniture company or Montage, that we should just "break the frame." But as we are honest, respectful people we relied on the promises made by the sales associates at Furniture Factory Direct and the agreement within the furniture protection plan to rectify the wrongs.
Secondly, the implications that our request for service was outside the one year manufactures warranty, is faulty. Our original purchase was made on 6/24/14 and thus our call for service on 5/19/2015 was within the warranty. Also the statement, "The first service was scheduled for 6/13/2015, the customer was not home as scheduled, we then called the customer and they reschedule the appointment for 7/1/2015," is an out & out lie. I took the first available date the service technician was available when I called on 5/19 which was not until 6/13. Then on 6/3 I found out we would have company in town during that time and I called and asked to reschedule. I was told the technician was going to be out of town for 2 weeks and could not get to us until 7/1/2015. I and my wife resent the implication that we blatantly disregarded a scheduled appointment.
Third, my wife was home while the service technician did his "inspection" after which she immediately called me to inform me he had hardly looked at anything she tried to show him. While he did offer a solution for the rotating feet on the ottoman, he brushed off the areas of the sofa and ottoman which she pointed out as defective. The gaping hole where a spring has ripped through the coverings and support underneath the cushion can in NO way be considered normal wear and tear. The tech paid no attention to the area she showed him was not properly aligned on the left side of the couch under the armrest. He did look at the pin and hook holding the chaise portion of the couch to the other side and found it to be intact, however when the third party tech looked at it most recently, he had to lift up the sofa to wedge the two pieces back together.
I resent the fact that Furniture Factory Direct continues to elude to "customer abuse" both in person and now in writing. Unlike the FFD employees who instructed us to break our furniture to ensure just corrective action be taken, we are honest and respectful people. $1,000+ for a sofa/ottoman set and protection plan may be small potatoes to a company like FFD, but for hard working, blue-collar citizens that is a lot of money to just basically throw away after less than a year of use! I'm horrified at the idea of having to do business with EITHER of these companies again as it has been nothing but false information, shady salesmen, jumping through hoops, and all the meanwhile our living room set continues to deteriorate and fall into further disrepair. Just this evening my son was playing and ran over to show me something and smacked his foot on the ottoman feet, which have very sharp corners and have begun shifting again, despite the former "repair."
Additional, no one from FFD or Montage has contacted us as stated at the end of their statement, yet another lie. Disappointing.
I hope that FFD and Montage can rectify their unscrupulous business practices which seem intended just to make a buck. And do what is right by us, the customer. I also hope that the Revdex.com is able to inform potential customers of the unsavoriness of these two companies.
We try our best to sell only value based quality furniture to our customers. That being said, all customers use and care for their furniture differently. We train our staff to be honest and forthcoming in every transaction. We do not and will not tolerate any misrepresentation of the product sold,...
or the services offered by our company. We are sorry the customer feels like he was lied to, or that there was poor communication. We would never permit that type of behavior form any associate that works for our company. That is in fact grounds for immediate termination. After speaking to the Store Manager regarding this employee she assures me that there was no history with this sales person regarding misleading customers in any manner. The customer called reported concerns with the furniture on 5/19/2015. They stated they sat down, heard something break, thought springs were warn, and the piece sat lower than it should. We then reviewed our policy with the customer and informed that we cover manufacture defects only for one year. At that point a service was scheduled to come to the customer’s home to inspect the furniture in question to determine the best course of action to take. The first service was scheduled for 6/13/2015, the customer was not home as scheduled, we then called the customer and they reschedule the appointment for 7/1/2015.The service tech that went to the customer home on 7/1/2015 did his inspection of the furniture. The service tech stated that there was no manufacture defect seen regarding the workmanship or materials used. He also stated the frame and springs were intack and functioning as they should. He mentioned the cushions were compressed from use, a hole worn in the deck cover, a hole worn in the back of the cushion lining which are not defects they are caused by use and wear. The customer stated that the pieces wouldn’t stay together, but the service tech couldn’t unfasten the piece, they were in fact locked together as they should be. The service tech tightened the legs on the ottoman to keep them from turning. It is never our intention to not service a customer if warranted or needed during that one year if a customer has a true defect, that’s the business we are in. We service customers daily as needed and we do not turn customers down just because. We apologize for any misunderstanding regarding the warranty. Furniture Factory Direct will only service or repair any furniture sold based upon our inspection of the item. Furniture Factory Direct reserves the right to refuse service or repair based on the condition of the item being serviced or repaired if it is determined to not be a manufactures defect, that it is normal wear, or customer abuse. We have contacted the warranty service (Montage Furniture Services) the customer paid separate for. They have determined the customer will be allowed a replacement or reselection of the product. The customer called again and we have advised the customer that Montage Furniture Services are allowing them reselection or replacement and they will be notified by that company regarding how to procede.Again our apologies for any frustration this may have caused.
We have contacted the customer and are making arrangement to have the issue resolved. There isn't a good explanation as to why there is difference in the product as of yet. We buy from the same vendor, have for years, and have never had a problem. If they did change the construction or how...
the product operates, that was never disclosed to us. We have contacted their Manager and he is investigating the issue. We apologies for any inconvenience or frustration this may have caused the customer. We strive to make sure there is a consistent flow of product and we would never intentionally substitute a different product than what the customer see's in our stores. We believe this to a manufacturers error and we will get to the bottom of the problem as soon as we can. Again our sincere apologies.
Complaint: [redacted] I am rejecting this response because: As I previously stated, yes we signed a document saying it was AS IS with no additional warranty. However, as I stated also, it was NOT explained to us that we would also NOT be getting any manufacturers warranty. I specifically asked the employee if the document we were signing was referencing us not getting the additional warranty and he said yes. He provided no additional clarification and I believe intentionally mislead us on the items we were buying. So while I understood there to be no additional protection past the first year, I still purchased the items with the knowledge I had the manufacturers warranty to fall back on. It is the sales representatives job to fully explain the paperwork and all that it entails; NOT to mislead us and LIE to us. By lie, I mean that he told us we couldn't get the additional warranty because it was a floor item and they were discontinuing carrying this brand and that the floor option was the last one. Only to find out a week later, other LOCAL stores has this brand and style as well as having them listed online for purchase on the company website (a quantity of 13 to be exact at that time). So why a brand new one "couldn't" be ordered or delivered to us is baffling. To this day they still carry the brand so when is the company supposedly no longer carrying this brand? So yes, since the employee both lied to us and failed to properly explain our paperwork to us and mislead us on the explanation he provided, it is the companies responsibility to repair/replace the items. Sincerely,[redacted]
Complaint: [redacted]I am rejecting this response because:I am not mistaking, nor lying. This is an utterly ridiculous response. Furniture Direct was THE ONLY furniture store we went to & I have 4 other witnesses who said that sign was clearly & prominently displayed. This store is trying to save face & customers & based on all the negative reviews they have, it's understandable they'd lie & call customers wrong in order to keep their doors open instead of closing the store. NICE TRY but I'm neither blind not stupid.Sincerely,[redacted]
Complaint: [redacted]I am rejecting this response because:It is a complete lie & placing the blame back on the customer. There most definitely WAS a huge red & white sign over the front door saying EVERYTHING IN STOCK, as well as blue NOT IN STOCK signs all on most floor inventory. Of course there's no record of my calls & visits. Why would they note a customer is unsatisfied & looking for their purchase for months?Why would I lie about anything in my complaint? Why would I have even filed a complaint at all if everything they've responded was true? Ridiculous.Ironically, my mothers furniture arrived at the store on Saturday, May 25th. We won't be purchasing from or recommending Furniture Factory Direct. Sincerely,[redacted]
Complaint: [redacted]I am rejecting this response because it is pure fiction!First, on the day I purchased my furniture, I asked the salesman, who was pushing interest-free financing, at least four times if I would be able to use my personal credit card to make the payments on the financed amount. He said that I could use debit checking or savings, my credit card or mailed check to make all required payments. However I wanted to pay, all I had to do was call the bank and choose my payment method. The businesses response said I had a [redacted] Credit Card. I do not. That is the bank that provided the financing, which by the way, I didn't need. It was the combination between using interest-free money and receiving the cash reward on my credit card to make payments that pushed me to accept the financing. My personal credit card had a special introductory rate that effectively doubled my "rebate points" that would have had a 10% cash equivalent for this particular purchase. I pay my credit card in full each month so I do not incur finance charges.When I called the store after finding out I couldn't use my credit card for payments,the assistant manager said he didn't know why the sales associate would say that I could pay my payments off with my personal credit card and would question him and retrain him and then he said he would call corporate to see what he could do for me since he would not give a discount or a refund on already purchased furniture. After I related this information to my father, he called the assistant manager while I was on the call with him and asked the assistant manager to refund the $263.80 I would be losing by not using my introductory credit card offer to pay for the furniture as a result of the salesman's "bait & switch" financing scam.The store manager called me and we had a brief discussion about my conversation with the assistant manager. He told me he would "check with corporate and call me back". He NEVER CALLED ME BACK which is why I filed this complaint. Also, this conversation which the store alleged occurred never took place: "The [redacted] credit card she uses pays, 1% to 1.5% of the dollars spent, or she can earn bonus dollars she can use to buy gifts or get Visa gift cards. She is requesting we pay her 10% of the total amount of the purchase which we are not obligated to do and makes no sense, especially when the bank will not pay her that amount. Even at 1.5% the loss for the entire purchase would be only $39.60. The Store Manager explained this to her, he even pointed out that she’d be paying interest on the unpaid balance which would minimize the gains, and he stated she was fine with that conclusion to the misunderstanding. He then thought the customer was content and the matter was closed."Why would I be content to be taken advantage of and be lied to by the salesman? A store credit is out of the question! I would NEVER buy anything from this company again.I am asking for a cash refund in an amount no less than 2.5% of the purchase price.Sincerely,
We will not be reversing our decision. Again, we are sorry however this claim has been reviewed and the decision not to repair or replace your furniture is final.
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.
Sincerely,
[redacted]
[redacted],We are not able to replace your damaged furniture. Our claim process determined that the damage on the furniture you picked up was customer caused. We came to this conclusion after reviewing the photos you submitted of the damaged furniture and the information given to us from...
the furniture technician who came to evaluate the damage. Additionally, it is highly unlikely that each of the individual pieces that belonged to you were damaged while being transported from the manufacturer to our distribution center in Fife. The products you ordered came on a large truck with approx 100 other pieces. None of the other furniture was damaged. For only your pieces to have been damaged the way you showed us in your pictures is highly unlikely. There was no damage to the packaging on any of the products from that entire truck. When the products were loaded out to you, our warehouse staff did not damage them. We have spoken to you on numerous occasions and given you the reason why we are not able to replace or service your furniture. Furniture Factory Direct does not replace furniture that has been damaged by the customer. The decision is final and will not be reversed.
First of all I like to apologize for any misunderstanding or frustration this may have cause our customer. We strive to give the customer the best possible shopping experience possible, but it appears we failed miserably on many levels. I can not make excuses, our staff should have listened...
better, and done everything we could to make sure the correct product was available, sold correctly, and then delivered correctly. I will have no problem refunding the $98.54 to the customer for they're inconvenience. I will most certainly correct this behavior at the store with our staff. Again, our sincere apologies!
Our sincere apologies. I was told this was completed. We have contacted the customer and the customer has been refunded the agreed amount. Again, we apologies for any misunderstanding or frustration this has caused.
Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and they just refunded the requested amount to meSincerely, ** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***
This is a bit confusing and I'm not sure where to startWe apologize if there was any confusion regarding this order or any frustration we may have causedIt is always are intention to make sure the customer understands when we have stock and when we do notIf out of
stock we always give customer estimated time frames for arrival of goodsWe can never be exact times because there are variables with imported merchandise, and even with product that ships from vendors in United States. The customer alleges we have a sign that says "Everything in Stock" above our front door is untrue, never have had any sign that said that outside or inside of our storeThe customer ordered product that was in stock and some that was not in stockThe furniture that was in stock was delivered immediately, the other furniture that was on order was expected in 10-weeks and notated on the customers receipt as well as communicated verbally to the customer We do our very best to give customer estimated arrival times for furniture that is not in stockWe want customer to make informed buying decisions based on the information we have at the time of the saleWe're not trying to make excuses but shipping time can be unpredictable for reasons that are not in our controlI have spoken to the Managers and office staff at the Lacey storeNo one remember the numerous calls and there are no notes regarding the problem from the store or our customer service departmentNotes in the customers orders are required by our staff to make sure the information notated and can be passed on to other staff or departmentsUnfortunately we didn't do a good job updating the customer or just staying in touch with her so she knew what was going onWe apologize for lack of follow upI do know that the product is in stock, it was received in the estimated quote time, and the customer is being called
We scheduled the items in question to be replaced and repaired twice. It apparently didn't resolve the issues. I don't believe we did a very good job with our follow up or communication with the customer. We apologize for any inconvenience or frustration this may have caused. We should have replace...
the items. We have contacted the customer and are in the process of scheduling the items to be picked up. Once the items are picked up we will issue a full refund.
[redacted], Thank you for opening this complaint. I called you today and set up the delivery exchange that will take place this Saturday. We apologize for the extended time this took to resolve. Please let us know if we can do anything else for you. Thanks,
To whom it may concern,
These items where AS-IS.. Customer had signed the paperwork that states if you are buying As-Is or clearance merch off the floor you need to be aware that this merchandise has No Warranty and /or No Service. Also on the sales order it is clearly stated...
and written that these items are AS-IS..
Our sales staff clearly go over these agreements and have customer sign after explaining them. this set was clearly marked down from its original price..
Please feel free to contact us.
Thanks
Dede S[redacted]
Again, our apologies for any misunderstanding We do not have, and never have had signs the customer is describing or alleging we had. We did not call her a liar, blind, or stupid and again we apologies for any her frustration.
Complaint: [redacted]I am rejecting this response because: there are several inconsistencies with the information we were given in the store verses what was stated as a response to my complaint. First, we dealt with a salesman named Billy when we purchased our sofa/ottoman set, as well as our queen bedframe. When discussing options on the furniture he informed us of the protection plan available through a partner company, Montage. "Anything at all goes wrong, and this plan will cover it," he said. At the time my wife and I were still expecting and we expressed our concern about spills, stains, ease of cleaning, exedra. Billy assured us that the protection plan was easy to use should we have any need for it but that the product he was selling us was great. In the business' response there is reference of "this sales person," however we dealt with two employees during our interactions. The second was Stephen, whom told us specifically when we were shopping for a new mattress, that our couch was "a piece of junk," and that his parents had bought the same on and had tons of problems with it. He instructed us, after discussions about the lack of response from the furniture company or Montage, that we should just "break the frame." But as we are honest, respectful people we relied on the promises made by the sales associates at Furniture Factory Direct and the agreement within the furniture protection plan to rectify the wrongs.
Secondly, the implications that our request for service was outside the one year manufactures warranty, is faulty. Our original purchase was made on 6/24/14 and thus our call for service on 5/19/2015 was within the warranty. Also the statement, "The first service was scheduled for 6/13/2015, the customer was not home as scheduled, we then called the customer and they reschedule the appointment for 7/1/2015," is an out & out lie. I took the first available date the service technician was available when I called on 5/19 which was not until 6/13. Then on 6/3 I found out we would have company in town during that time and I called and asked to reschedule. I was told the technician was going to be out of town for 2 weeks and could not get to us until 7/1/2015. I and my wife resent the implication that we blatantly disregarded a scheduled appointment.
Third, my wife was home while the service technician did his "inspection" after which she immediately called me to inform me he had hardly looked at anything she tried to show him. While he did offer a solution for the rotating feet on the ottoman, he brushed off the areas of the sofa and ottoman which she pointed out as defective. The gaping hole where a spring has ripped through the coverings and support underneath the cushion can in NO way be considered normal wear and tear. The tech paid no attention to the area she showed him was not properly aligned on the left side of the couch under the armrest. He did look at the pin and hook holding the chaise portion of the couch to the other side and found it to be intact, however when the third party tech looked at it most recently, he had to lift up the sofa to wedge the two pieces back together.
I resent the fact that Furniture Factory Direct continues to elude to "customer abuse" both in person and now in writing. Unlike the FFD employees who instructed us to break our furniture to ensure just corrective action be taken, we are honest and respectful people. $1,000+ for a sofa/ottoman set and protection plan may be small potatoes to a company like FFD, but for hard working, blue-collar citizens that is a lot of money to just basically throw away after less than a year of use! I'm horrified at the idea of having to do business with EITHER of these companies again as it has been nothing but false information, shady salesmen, jumping through hoops, and all the meanwhile our living room set continues to deteriorate and fall into further disrepair. Just this evening my son was playing and ran over to show me something and smacked his foot on the ottoman feet, which have very sharp corners and have begun shifting again, despite the former "repair."
Additional, no one from FFD or Montage has contacted us as stated at the end of their statement, yet another lie. Disappointing.
I hope that FFD and Montage can rectify their unscrupulous business practices which seem intended just to make a buck. And do what is right by us, the customer. I also hope that the Revdex.com is able to inform potential customers of the unsavoriness of these two companies.
Sincerely,[redacted]
We try our best to sell only value based quality furniture to our customers. That being said, all customers use and care for their furniture differently. We train our staff to be honest and forthcoming in every transaction. We do not and will not tolerate any misrepresentation of the product sold,...
or the services offered by our company. We are sorry the customer feels like he was lied to, or that there was poor communication. We would never permit that type of behavior form any associate that works for our company. That is in fact grounds for immediate termination. After speaking to the Store Manager regarding this employee she assures me that there was no history with this sales person regarding misleading customers in any manner. The customer called reported concerns with the furniture on 5/19/2015. They stated they sat down, heard something break, thought springs were warn, and the piece sat lower than it should. We then reviewed our policy with the customer and informed that we cover manufacture defects only for one year. At that point a service was scheduled to come to the customer’s home to inspect the furniture in question to determine the best course of action to take. The first service was scheduled for 6/13/2015, the customer was not home as scheduled, we then called the customer and they reschedule the appointment for 7/1/2015.The service tech that went to the customer home on 7/1/2015 did his inspection of the furniture. The service tech stated that there was no manufacture defect seen regarding the workmanship or materials used. He also stated the frame and springs were intack and functioning as they should. He mentioned the cushions were compressed from use, a hole worn in the deck cover, a hole worn in the back of the cushion lining which are not defects they are caused by use and wear. The customer stated that the pieces wouldn’t stay together, but the service tech couldn’t unfasten the piece, they were in fact locked together as they should be. The service tech tightened the legs on the ottoman to keep them from turning. It is never our intention to not service a customer if warranted or needed during that one year if a customer has a true defect, that’s the business we are in. We service customers daily as needed and we do not turn customers down just because. We apologize for any misunderstanding regarding the warranty. Furniture Factory Direct will only service or repair any furniture sold based upon our inspection of the item. Furniture Factory Direct reserves the right to refuse service or repair based on the condition of the item being serviced or repaired if it is determined to not be a manufactures defect, that it is normal wear, or customer abuse. We have contacted the warranty service (Montage Furniture Services) the customer paid separate for. They have determined the customer will be allowed a replacement or reselection of the product. The customer called again and we have advised the customer that Montage Furniture Services are allowing them reselection or replacement and they will be notified by that company regarding how to procede.Again our apologies for any frustration this may have caused.
We have contacted the customer and are making arrangement to have the issue resolved. There isn't a good explanation as to why there is difference in the product as of yet. We buy from the same vendor, have for years, and have never had a problem. If they did change the construction or how...
the product operates, that was never disclosed to us. We have contacted their Manager and he is investigating the issue. We apologies for any inconvenience or frustration this may have caused the customer. We strive to make sure there is a consistent flow of product and we would never intentionally substitute a different product than what the customer see's in our stores. We believe this to a manufacturers error and we will get to the bottom of the problem as soon as we can. Again our sincere apologies.
Complaint: [redacted]
I am rejecting this response because the situation has not been resolved.
Sincerely,
[redacted]
Complaint: [redacted] I am rejecting this response because: As I previously stated, yes we signed a document saying it was AS IS with no additional warranty. However, as I stated also, it was NOT explained to us that we would also NOT be getting any manufacturers warranty. I specifically asked the employee if the document we were signing was referencing us not getting the additional warranty and he said yes. He provided no additional clarification and I believe intentionally mislead us on the items we were buying. So while I understood there to be no additional protection past the first year, I still purchased the items with the knowledge I had the manufacturers warranty to fall back on. It is the sales representatives job to fully explain the paperwork and all that it entails; NOT to mislead us and LIE to us. By lie, I mean that he told us we couldn't get the additional warranty because it was a floor item and they were discontinuing carrying this brand and that the floor option was the last one. Only to find out a week later, other LOCAL stores has this brand and style as well as having them listed online for purchase on the company website (a quantity of 13 to be exact at that time). So why a brand new one "couldn't" be ordered or delivered to us is baffling. To this day they still carry the brand so when is the company supposedly no longer carrying this brand? So yes, since the employee both lied to us and failed to properly explain our paperwork to us and mislead us on the explanation he provided, it is the companies responsibility to repair/replace the items. Sincerely,[redacted]
Complaint: [redacted]I am rejecting this response because:I am not mistaking, nor lying. This is an utterly ridiculous response. Furniture Direct was THE ONLY furniture store we went to & I have 4 other witnesses who said that sign was clearly & prominently displayed. This store is trying to save face & customers & based on all the negative reviews they have, it's understandable they'd lie & call customers wrong in order to keep their doors open instead of closing the store. NICE TRY but I'm neither blind not stupid.Sincerely,[redacted]
Complaint: [redacted]I am rejecting this response because:It is a complete lie & placing the blame back on the customer. There most definitely WAS a huge red & white sign over the front door saying EVERYTHING IN STOCK, as well as blue NOT IN STOCK signs all on most floor inventory. Of course there's no record of my calls & visits. Why would they note a customer is unsatisfied & looking for their purchase for months?Why would I lie about anything in my complaint? Why would I have even filed a complaint at all if everything they've responded was true? Ridiculous.Ironically, my mothers furniture arrived at the store on Saturday, May 25th. We won't be purchasing from or recommending Furniture Factory Direct. Sincerely,[redacted]
Complaint: [redacted]I am rejecting this response because it is pure fiction!First, on the day I purchased my furniture, I asked the salesman, who was pushing interest-free financing, at least four times if I would be able to use my personal credit card to make the payments on the financed amount. He said that I could use debit checking or savings, my credit card or mailed check to make all required payments. However I wanted to pay, all I had to do was call the bank and choose my payment method. The businesses response said I had a [redacted] Credit Card. I do not. That is the bank that provided the financing, which by the way, I didn't need. It was the combination between using interest-free money and receiving the cash reward on my credit card to make payments that pushed me to accept the financing. My personal credit card had a special introductory rate that effectively doubled my "rebate points" that would have had a 10% cash equivalent for this particular purchase. I pay my credit card in full each month so I do not incur finance charges.When I called the store after finding out I couldn't use my credit card for payments,the assistant manager said he didn't know why the sales associate would say that I could pay my payments off with my personal credit card and would question him and retrain him and then he said he would call corporate to see what he could do for me since he would not give a discount or a refund on already purchased furniture. After I related this information to my father, he called the assistant manager while I was on the call with him and asked the assistant manager to refund the $263.80 I would be losing by not using my introductory credit card offer to pay for the furniture as a result of the salesman's "bait & switch" financing scam.The store manager called me and we had a brief discussion about my conversation with the assistant manager. He told me he would "check with corporate and call me back". He NEVER CALLED ME BACK which is why I filed this complaint. Also, this conversation which the store alleged occurred never took place: "The [redacted] credit card she uses pays, 1% to 1.5% of the dollars spent, or she can earn bonus dollars she can use to buy gifts or get Visa gift cards. She is requesting we pay her 10% of the total amount of the purchase which we are not obligated to do and makes no sense, especially when the bank will not pay her that amount. Even at 1.5% the loss for the entire purchase would be only $39.60. The Store Manager explained this to her, he even pointed out that she’d be paying interest on the unpaid balance which would minimize the gains, and he stated she was fine with that conclusion to the misunderstanding. He then thought the customer was content and the matter was closed."Why would I be content to be taken advantage of and be lied to by the salesman? A store credit is out of the question! I would NEVER buy anything from this company again.I am asking for a cash refund in an amount no less than 2.5% of the purchase price.Sincerely,
We will not be reversing our decision. Again, we are sorry however this claim has been reviewed and the decision not to repair or replace your furniture is final.
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.
Sincerely,
[redacted]
[redacted],We are not able to replace your damaged furniture. Our claim process determined that the damage on the furniture you picked up was customer caused. We came to this conclusion after reviewing the photos you submitted of the damaged furniture and the information given to us from...
the furniture technician who came to evaluate the damage. Additionally, it is highly unlikely that each of the individual pieces that belonged to you were damaged while being transported from the manufacturer to our distribution center in Fife. The products you ordered came on a large truck with approx 100 other pieces. None of the other furniture was damaged. For only your pieces to have been damaged the way you showed us in your pictures is highly unlikely. There was no damage to the packaging on any of the products from that entire truck. When the products were loaded out to you, our warehouse staff did not damage them. We have spoken to you on numerous occasions and given you the reason why we are not able to replace or service your furniture. Furniture Factory Direct does not replace furniture that has been damaged by the customer. The decision is final and will not be reversed.
First of all I like to apologize for any misunderstanding or frustration this may have cause our customer. We strive to give the customer the best possible shopping experience possible, but it appears we failed miserably on many levels. I can not make excuses, our staff should have listened...
better, and done everything we could to make sure the correct product was available, sold correctly, and then delivered correctly. I will have no problem refunding the $98.54 to the customer for they're inconvenience. I will most certainly correct this behavior at the store with our staff. Again, our sincere apologies!
Our sincere apologies. I was told this was completed. We have contacted the customer and the customer has been refunded the agreed amount. Again, we apologies for any misunderstanding or frustration this has caused.