Complaint: [redacted]
I am rejecting this response because:Yes, we elected to pick up the table and chair set the first time to avoid delivery charges. Cushions were punctured and delivered to Everett store so we picked it up as that would easily fit in a car. Fast forward to defective table top after one month of use, why do we need to pay for damaged goods to be delivered to us just because we picked up tabletop first time? Don’t see the correlation. In addition to bad tabletop, screws have started popping out of chairs and chairs are falling apart. What kind of service is this? You are admitting to selling bad product but sticking to your policy ? Lastly, we have made payments on the table and the balance has not gone down much from the original sale of price of 609.99. We have the contract. We don’t want the table. We are not trying to keep it. If you want it back, you can have it . My problem is you are expecting payment on a horrible defective product that we have had to make payments on already . Now you want more payments and a delivery service fee and that price is coming out to almost the equivalent of the original sale price . You offer no refunds? No waiving fee of service charge and you sold us a crappy table. You want me to pay for you to come pick up a table that’s been defective from day one and you are asking for more than the original price all together . Also, why do you have inaccurate information on credit reports with regards to balances that your [redacted] clerk can’t even explain? The balance on the credit report is $1700-$1800 and this is not the price agreed on. Doesn’t seem like you care about customer service or the customer at all as long as you get your money. Stop explaining the same thing over and over and offer some kind of resolution .
Sincerely,
[redacted]
Complaint: [redacted]
I am rejecting this response because:i spoke with Hillary at Montage in March 6,2018. While on the phone she called Furniture Factory Direct And confirmed the reselect authorization was received. I have completed everything asked of me. In fact, I went into the Lacey store and decided on the chair I would like to replace my recliner on February 26,2018 as directed by Montage. The poor customer service and disconnect is solely with Furniture Direct in Lacey. i would like a call from a supervisor at the corporate level to resolve this seemingly simple issue.
Sincerely,
[redacted]
There seems to be a misunderstanding on both the customer’spart and the sales person. We apologies for any inconvenience or frustration thismay have caused the customer. In regards to the customer stating the salesperson told her she could pay her Furniture Factory Direct finance payment witha...
credit card; when questioned the sales person stated “the customer asked ifshe could pay with her credit card”, he thought she meant for the order she waspurchasing, not as a payment on the finance account she was setting up throughour financing bank which is [redacted]. She applied and was approved for aFurniture Factory Direct credit card. The customer called and spoke to the store Manager. The customerstated that she lost $263.80 by not paying with her credit card. When she spoketo the Store Manager they had a discussion about the confusion and allegedmisinformation. He apologized, stated he wanted to look into this and he wouldcall her back, which he did fifteen minutes later. They then discussed the credit card processshe used. The [redacted] credit card she uses pays, 1% to 1.5% of the dollarsspent, or she can earn bonus dollars she can use to buy gifts or get Visa giftcards. She is requesting we pay her 10% of the total amount of the purchase whichwe are not obligated to do and makes no sense, especially when the bank willnot pay her that amount. Even at 1.5%the loss for the entire purchase would be only $39.60. The Store Managerexplained this to her, he even pointed out that she’d be paying interest on theunpaid balance which would minimize the gains, and he stated she was fine withthat conclusion to the misunderstanding. He then thought the customer wascontent and the matter was closed.We would never initially mislead a customer. We have always runour business honestly and with integrity. Again we apologies for anymisunderstanding and frustration the customer has felt. If the customer would like we would allow herto use the $39.60 as an in store credit, that would be the most we would allow.
Complaint: [redacted]
I am rejecting this response because: Hi,Furniture Factory Direct is completely lying about the whole case.The kind of damages furnitures have, can't be caused by individual at all. I can share the initial pictures I sent over or they can send the complete package of pictures to Revdex.com. Why somebody will have extensive damages on new furniture and that too on day one???When Furniture Factory Direct sent the technician, their intent was to fix/repair the furniture as it was told to me. Technician was not the investigator. He didn't do anything in that regard to fix.Whether one piece is damaged or all pieces, how come it became customer's problem? All damages are inconsistent and all pieces are not damaged to same degree. As far as this theory of 100 furniture pieces in truck goes and nothing was damaged, is totally new thing. I don't think there is any truck route from where furniture was made to United States. I was told by Furniture Factory Direct's customer service supervisor that it is very common to get furniture damaged when this comes from far countries in container. These are the exact same words. I was assured that this will be replaces soon.Furniture Factory Direct didn't open the furniture for customer inspection before dispatching the furniture to customer. How come they say that furnitures was okay when it was handed over. Was this second market furniture and repacked to customer? Whole packaging is lying down in house's trash area. I don't know for how many days furnitures which was given to me was lying down in warehouse and under what conditions and how was the handling overall?? and how was the handing in multiple transits etc??At one point I was told that Manufacture has denied the claim even though technician visit was completed. Furniture Factory Direct didn't respond to my repeated calls, emails on multiple occasions. Furniture Factory Direct never gave me the straight forward answer. Furniture Factory Direct has told me multiple versions of lie to close this claim. And now it is a new story being told.Only good outcome which is surprising to me is that Furniture Factory Direct responded very quickly on this. I am not sure of the reasons for this but that never happened with me when I called Furniture Factory Direct multiple times.I need entire furniture replaces or my entire money back at the earliest.
Sincerely,
[redacted]
[redacted], My name is Devin, a Manager at Furniture Factory Direct. We spoke in person on the 2nd of April at the Lacey store. I apologize for not being able to offer a warranty service due to the fact the purchase is now outside the 1 year warranty period. The best...
solution I can provide was to order the replacement part for you at our employee discount. This part is brand new and will fit your bed. After talking with you on the phone today, I will also ensure this gets dropped off at your home at no charge to you. Thank you for being our customer and accepting this solution. When the part arrives you will receive a phone call from a representative at the Lacey location who can schedule the drop delivery. Thanks,
It is unfortunate that this customer has experienced defects with both their chairs and their table top. However, defective products are part of the business which is why we have procedures in place to service customers in these situations. This customer elected to pick up their...
products at the time of purchase rather that paying for delivery and assembly service. The delivery service also includes transportation in the event of any defects. Since the customer picked up, they are responsible for the transportation of the products in the event of any defects. This is how we service all of our customers. A copy of our general policies are given out at the time of purchase that explains this as well. This has also been explained to the customer. Notes from this customer’s account in our system are copied and pasted below to indicate that we have ordered new seat cushions for the customer which they have already picked up, and also we have ordered them a new table top. The new table top is waiting at the location the customer picked up at in Everett for the customer to pick up. We have been attempting to contact the customer numerous times to get them to pick up the table top to get them taken care of. We have offered to drive to their home and exchange the table top for a transportation/delivery fee of $69 plus applicable taxes. This is the same way we service all customers in this situation. We feel that we have done our part in providing the available solutions to this customer to correct the defective products. These options will not be altered and the customer can choose to either pick up the table top at the Everett location, or pay a $69 fee and we will exchange the table for him. That is all. Below you will find a record of notes in the customer’s account that indicate this information has already been given to the customer. Also, I attached notes from the company, [redacted], who financed the furniture for the customer. These notes also indicate the customer has been contacted multiple times and directed to contact Furniture Factory Direct to get the defects of their products taken care of. Furniture Factory Direct internal comment log – Comments 08/07/2017 - 14:30:12 - AR - INFORMED [redacted] TABLE IS READY FOR PICKUP..AR 08/03/2017 - 12:25:18 - EH - ms called stating that she had not received any update since June. Advised her that Sarah will be in tomorrow and I would have her call tomorrow.... Emily 06/16/2017 - 15:46:01 - SC - MS CALLED TO REPORT THAT THE DINING TABLE TOP WAS BUBBLING. MS WILL EMAIL ME PHOTOS .. SARAH 06/03/2017 - 15:45:12 - SC - CUSTOMER PICKED UP PART 05/15/2017 - 16:25:02 - EH - CUSTOMER CALLED STATING THAT WHILE ASSEMBLING THEIR FURNITURE THEY NOTICED ONE OF THE SEAT CUSHIONS HAD A PUNCTURE IN THE FABRIC. EMAILED [redacted] AND ADDED REPLACEMENT SEAT CUSHION TO SPREADSHEET... EMILY 05/14/2017 - 16:38:02 - TS - Released for single ticket completion (9404485). 05/14/2017 - 16:21:05 - TS - Customer Pickup Document Has Been Printed. 05/14/2017 - 15:20:01 - PM9 - Order Comments 1 Was Added As [redacted]. Order Comments 2 Was Added As [redacted] . Order Comments 3 Was Added As [redacted] . Order Comments 4 Was Added As [redacted]. 05/14/2017 - 15:15:29 - PM9 - Financing with RAC for 609.65 authorization: KIMBERLY 05/14/2017 - 15:15:29 - PM9 - Order Created 05/14/2017 - 14:30:16 - PM9 - Quote Created 10/13/2017 - 11:29:45 - EE9 - CUSTOMER CALLED LAST NIGHT ASKING IF WE DISMANTLE AND REASSEMBLE THE TABLE WHEN THEY PAY FOR DELIVERY. I SAID THAT WAS MY UNDERSTANDING, BUT I'D CONFIRM WITH MY DELIVERY MANAGER AND CALL HIM BACK. AFTER SPEAKING TO JUAN, HE SAID THEY WOULD DO THAT SINCE CUSTOMER WAS PAYING FOR THE SERVICE. I CALLED CUSTOMER BACK AT HIS PRIMARY NUMBER BUT VOICEMAIL WAS FULL SO I CALLED ALTERNATE NUMBER AND LEFT MESSAGE ABOUT WHAT I FOUND OUT. I ALSO REMINDED HIM THAT IF HE DIDN'T WANT TO PAY FOR THE DELIVERY, HE WAS ALWAYS FREE TO BRING THE TOP BACK TO THE STORE AND I COULD SWITCH IT FOR THE NEW ONE WAITING HERE. 10/11/2017 - 14:34:41 - EE9 - SPOKE WITH CUSTOMER. LET HIM KNOW WE COULD DO DELIVERY FOR $69 AND THEY'D TAKE BACK THE OLD TOP OR HE COULD COME BY AND SWITCH IT OUT ONSITE. CUSTOMER SAID HE WANTED DELIVERY BUT WOULDN'T PAY FOR IT. I LET HIM KNOW THOSE WERE THE ONLY TWO OPTIONS AND HE STATED "YOU HAVE TO FIGURE IT OUT, THEN". I REITERATED THAT THOSE WERE THE ONLY TWO OPTIONS AND HE JUST SAID "FINE" AND HUNG UP. 09/30/2017 - 12:17:56 - EE9 - LEFT MESSAGE ON ALTERNATE PHONE THAT TABLE TOP IS READY FOR EXCHANGE AT EVERETT STORE. 09/29/2017 - 13:27:56 - ZTB9 - Auto Transfer: T94128741*1 completed for 1 of 5510-36. 09/27/2017 - 12:13:30 - EE9 - I'M BRINGING UP THE TABLE TOP ON FRIDAY. ATTEMPTED TO CALL CUSTOMER AND LET THEM KNOW, BUT MAILBOX IS FULL AND NO ONE PICKED UP. WILL PARTNER WITH [redacted] TO SEE IF THEY HAVE ALTERNATE CONTACT INFO.
Hi,I am attaching relevant emails. Emails clearly showed that Furniture Factory Direct agreed to damages caused by shipment and assured me of replacement. I am attaching pictures file which I sent to Furniture Factory Direct. I am not able to attach individual pictures.. may be due to bigger size of pictures. Picture file jas 7 pictures.I don't have the access to pictures taken by technician who was supposed to fix the furniture. Please note that pictures are taken as soon as I opened the furniture inside my house and spotted the damages. AndI started the calls and reporting immediately.Annette is the customer service supervisor as it was told me. I talked to her most of the times. Here are the details on email.1_Furniture Factory Direct_ Email.pdf email has clear documentation on what Annette told me about damages and how it happened. She looked at the pictures while on phone with me.2_Furniture Factory Direct_ Email.pdf email came after lot of follow ups. For denying the damages. I don't think she waited and sent the pictures taken by technician to manufacturer.3_Furniture Factory Direct_ Email.pdf email is the one I replied on above # 2 email. Clearly stating what Furniture Factory Direct(Annette) assured me of replacement. I believe I didn't get any further email after this.In all the emails, main email id for Furniture Factory direct [email protected] is also copied.Thank you so much for all the help. I am hopeful the Furniture Factory Direct will do the right thing after this.
I am rejecting this response because:
Subject: Fwd: regarding your couch via Revdex.com [redacted]
Date: Mon, 19 Dec 2016
[redacted] here is the actual letter and inspection report the [redacted]FS inspector sent to them regarding my couch. Today he stated they were lying to me because he doesn't even use words like resiliency.
David S[redacted] is his name and he is subcontracted by [redacted]. They changed his report.
I informed you his inspection report stated something different than what they told you. There is no manufacturer foam in the seat of my couch.
[redacted]
Sent from my iPhone
Begin forwarded message:
Thank you for your honesty!
[redacted] ??
Sent from my iPhone
On Dec 19, 2016, at 4:32 PM, Kelly S[redacted] <[redacted]> wrote:
Hi there [redacted],
This is what we said on our report to [redacted] on November 22.
the center cushion on her sofa has failed. we need to replace the center cushion with a new Factory cushion. our labor
charge to install the cushion is $XXX. her preferred way to repair this would be to replace the couch.
We requested that the part be supplied by the manufacturer and we would install it. I hope this helps.
Best Wishes,
<image003.jpg>
Kelly S[redacted]
New Creations USA
360-882-7529
[redacted]
Complaint: [redacted]I am rejecting this response because: IT WAS A FURNITURE FACTORY DIRECT ISSUE FROM THE BEGINNING!!!!!! IF THE TECH FROM THE STORE WOULD OF ACTUALLY CARED ABOUT WHAT HE WAS DOING WHEN HE CAME OUT WHEN THE COUCH WAS COVERED UNDER THE FIRST YEAR WARRANTY IT WOULD BE THERE PROBLEM BUT SINCE THEY EMPLOY TECHS WHO DO NOT CARE THAT IS WHY IT HAD TO GO THROUGH MONTAGE AND MY COUCH NEEDS REPLACEMENT FROM THE SAME ISSUE AS WHEN FFD'S TECH CAME OUT 6 MONTHS AGO!!!!!!!!!!! IT IS ALSO FFD'S ISSUE CAUSE THERE EMPLOYEE IS THE ONE WHO LIED TO US ABOUT EVERYTHING. THESE RESPONSES SHOW THAT THE STORE AND THE MANAGERS DO NOT CARE ABOUT THERE CUSTOMERS OR THE PRODUCTS THAT THEY SELL. THE ONLY PERSON FROM THE STORE THAT ACTUALLY TRIED TO HELP AND DO EVERYTHING SHE CAN WAS DIDI WHO WORKS IN THE WAREHOUSE AND DEALS WITH THE WARRANTY COMPANY AS WELL. IT WOULD BE UNDERSTANDABLE AFTER MAYBE 2, 3, 4 YEARS OF HAVING THE FURNITURE THAT SOMETHING LIKE THIS WOULD HAPPEN BUT NOT AFTER 10-11 MONTHS.
I WILL NEVER DO BUSINESS WITH THEM AGAIN AND WILL TELL EVERYONE I KNOW TO NEVER EVER EVER BUY ANYTHING FROM THEM. Sincerely,[redacted]
All merch is Estimated times of arrival. We have no control over when this product comes in..We have agreed on Full refund for customer, It will be picked up and refund will be sent to customer..We did offer floor sample but it was not the correct size for his bed.
We would like to apologize for any misunderstanding for frustration this may have cause the customer. It would never be our intention to not do our very best, but it lookslike we failed to communicate well, or do the follow up the customer deserved. In regards to the window displays that say “Same...
Day Delivery”, we do have disclaimers that state it’s for in-stock items only. That means in stock at our distribution center whichis where we deliver from. That should have been made very clear to the customer from the beginning. We understand what the customer is saying, but we can usually get the floor models delivered in 2-3 days after they’re transferred to the distribution center. In reference to the pricing quote, the sales staff always quotes the pricing of the items until the customer makes the final decision on delivery. If the salesperson didn’t makethat clear to the customer during the selling process we certainly apologies for any misunderstanding. The customer is stating that the salesperson quoted them a shorter time frame to receive the product purchased. We do our best to give customers accurate estimated arrival timesfor product that has been ordered, or needs to be ordered. We do that so our customers can make good buying decisions based on the estimated arrival time ofthe merchandise. We are very sorry for the inconvenience, or frustration we have caused, that was never our intention. We should have done a better job all around. We do not agree with the statement that we are a dishonest business or we falsely advertise. We run our business with integrity and honesty at all times. Any employee not following thoseguidelines will NOT work for our company. We do have signs in the windows, but we do what the signs say we do. We were not able to accommodate this customerin what she needed at that time. We do not trick people or have false prices as she alleges. That is an inaccurate statement, it has no merit and is untrue.She is entitled to her opinion, but is inaccurate in her accusations. We value each and every customer we have. We should have done a better job and taken better care of this customer.
Complaint: [redacted]
I am rejecting this response because:Yes, we elected to pick up the table and chair set the first time to avoid delivery charges. Cushions were punctured and delivered to Everett store so we picked it up as that would easily fit in a car. Fast forward to defective table top after one month of use, why do we need to pay for damaged goods to be delivered to us just because we picked up tabletop first time? Don’t see the correlation. In addition to bad tabletop, screws have started popping out of chairs and chairs are falling apart. What kind of service is this? You are admitting to selling bad product but sticking to your policy ? Lastly, we have made payments on the table and the balance has not gone down much from the original sale of price of 609.99. We have the contract. We don’t want the table. We are not trying to keep it. If you want it back, you can have it . My problem is you are expecting payment on a horrible defective product that we have had to make payments on already . Now you want more payments and a delivery service fee and that price is coming out to almost the equivalent of the original sale price . You offer no refunds? No waiving fee of service charge and you sold us a crappy table. You want me to pay for you to come pick up a table that’s been defective from day one and you are asking for more than the original price all together . Also, why do you have inaccurate information on credit reports with regards to balances that your [redacted] clerk can’t even explain? The balance on the credit report is $1700-$1800 and this is not the price agreed on. Doesn’t seem like you care about customer service or the customer at all as long as you get your money. Stop explaining the same thing over and over and offer some kind of resolution .
Sincerely,
[redacted]
Complaint: [redacted]
I am rejecting this response because:i spoke with Hillary at Montage in March 6,2018. While on the phone she called Furniture Factory Direct And confirmed the reselect authorization was received. I have completed everything asked of me. In fact, I went into the Lacey store and decided on the chair I would like to replace my recliner on February 26,2018 as directed by Montage. The poor customer service and disconnect is solely with Furniture Direct in Lacey. i would like a call from a supervisor at the corporate level to resolve this seemingly simple issue.
Sincerely,
[redacted]
There seems to be a misunderstanding on both the customer’spart and the sales person. We apologies for any inconvenience or frustration thismay have caused the customer. In regards to the customer stating the salesperson told her she could pay her Furniture Factory Direct finance payment witha...
credit card; when questioned the sales person stated “the customer asked ifshe could pay with her credit card”, he thought she meant for the order she waspurchasing, not as a payment on the finance account she was setting up throughour financing bank which is [redacted]. She applied and was approved for aFurniture Factory Direct credit card. The customer called and spoke to the store Manager. The customerstated that she lost $263.80 by not paying with her credit card. When she spoketo the Store Manager they had a discussion about the confusion and allegedmisinformation. He apologized, stated he wanted to look into this and he wouldcall her back, which he did fifteen minutes later. They then discussed the credit card processshe used. The [redacted] credit card she uses pays, 1% to 1.5% of the dollarsspent, or she can earn bonus dollars she can use to buy gifts or get Visa giftcards. She is requesting we pay her 10% of the total amount of the purchase whichwe are not obligated to do and makes no sense, especially when the bank willnot pay her that amount. Even at 1.5%the loss for the entire purchase would be only $39.60. The Store Managerexplained this to her, he even pointed out that she’d be paying interest on theunpaid balance which would minimize the gains, and he stated she was fine withthat conclusion to the misunderstanding. He then thought the customer wascontent and the matter was closed.We would never initially mislead a customer. We have always runour business honestly and with integrity. Again we apologies for anymisunderstanding and frustration the customer has felt. If the customer would like we would allow herto use the $39.60 as an in store credit, that would be the most we would allow.
Complaint: [redacted]
I am rejecting this response because: Hi,Furniture Factory Direct is completely lying about the whole case.The kind of damages furnitures have, can't be caused by individual at all. I can share the initial pictures I sent over or they can send the complete package of pictures to Revdex.com. Why somebody will have extensive damages on new furniture and that too on day one???When Furniture Factory Direct sent the technician, their intent was to fix/repair the furniture as it was told to me. Technician was not the investigator. He didn't do anything in that regard to fix.Whether one piece is damaged or all pieces, how come it became customer's problem? All damages are inconsistent and all pieces are not damaged to same degree. As far as this theory of 100 furniture pieces in truck goes and nothing was damaged, is totally new thing. I don't think there is any truck route from where furniture was made to United States. I was told by Furniture Factory Direct's customer service supervisor that it is very common to get furniture damaged when this comes from far countries in container. These are the exact same words. I was assured that this will be replaces soon.Furniture Factory Direct didn't open the furniture for customer inspection before dispatching the furniture to customer. How come they say that furnitures was okay when it was handed over. Was this second market furniture and repacked to customer? Whole packaging is lying down in house's trash area. I don't know for how many days furnitures which was given to me was lying down in warehouse and under what conditions and how was the handling overall?? and how was the handing in multiple transits etc??At one point I was told that Manufacture has denied the claim even though technician visit was completed. Furniture Factory Direct didn't respond to my repeated calls, emails on multiple occasions. Furniture Factory Direct never gave me the straight forward answer. Furniture Factory Direct has told me multiple versions of lie to close this claim. And now it is a new story being told.Only good outcome which is surprising to me is that Furniture Factory Direct responded very quickly on this. I am not sure of the reasons for this but that never happened with me when I called Furniture Factory Direct multiple times.I need entire furniture replaces or my entire money back at the earliest.
Sincerely,
[redacted]
[redacted], My name is Devin, a Manager at Furniture Factory Direct. We spoke in person on the 2nd of April at the Lacey store. I apologize for not being able to offer a warranty service due to the fact the purchase is now outside the 1 year warranty period. The best...
solution I can provide was to order the replacement part for you at our employee discount. This part is brand new and will fit your bed. After talking with you on the phone today, I will also ensure this gets dropped off at your home at no charge to you. Thank you for being our customer and accepting this solution. When the part arrives you will receive a phone call from a representative at the Lacey location who can schedule the drop delivery. Thanks,
It is unfortunate that this customer has experienced defects with both their chairs and their table top. However, defective products are part of the business which is why we have procedures in place to service customers in these situations. This customer elected to pick up their...
products at the time of purchase rather that paying for delivery and assembly service. The delivery service also includes transportation in the event of any defects. Since the customer picked up, they are responsible for the transportation of the products in the event of any defects. This is how we service all of our customers. A copy of our general policies are given out at the time of purchase that explains this as well. This has also been explained to the customer. Notes from this customer’s account in our system are copied and pasted below to indicate that we have ordered new seat cushions for the customer which they have already picked up, and also we have ordered them a new table top. The new table top is waiting at the location the customer picked up at in Everett for the customer to pick up. We have been attempting to contact the customer numerous times to get them to pick up the table top to get them taken care of. We have offered to drive to their home and exchange the table top for a transportation/delivery fee of $69 plus applicable taxes. This is the same way we service all customers in this situation. We feel that we have done our part in providing the available solutions to this customer to correct the defective products. These options will not be altered and the customer can choose to either pick up the table top at the Everett location, or pay a $69 fee and we will exchange the table for him. That is all. Below you will find a record of notes in the customer’s account that indicate this information has already been given to the customer. Also, I attached notes from the company, [redacted], who financed the furniture for the customer. These notes also indicate the customer has been contacted multiple times and directed to contact Furniture Factory Direct to get the defects of their products taken care of. Furniture Factory Direct internal comment log – Comments 08/07/2017 - 14:30:12 - AR - INFORMED [redacted] TABLE IS READY FOR PICKUP..AR 08/03/2017 - 12:25:18 - EH - ms called stating that she had not received any update since June. Advised her that Sarah will be in tomorrow and I would have her call tomorrow.... Emily 06/16/2017 - 15:46:01 - SC - MS CALLED TO REPORT THAT THE DINING TABLE TOP WAS BUBBLING. MS WILL EMAIL ME PHOTOS .. SARAH 06/03/2017 - 15:45:12 - SC - CUSTOMER PICKED UP PART 05/15/2017 - 16:25:02 - EH - CUSTOMER CALLED STATING THAT WHILE ASSEMBLING THEIR FURNITURE THEY NOTICED ONE OF THE SEAT CUSHIONS HAD A PUNCTURE IN THE FABRIC. EMAILED [redacted] AND ADDED REPLACEMENT SEAT CUSHION TO SPREADSHEET... EMILY 05/14/2017 - 16:38:02 - TS - Released for single ticket completion (9404485). 05/14/2017 - 16:21:05 - TS - Customer Pickup Document Has Been Printed. 05/14/2017 - 15:20:01 - PM9 - Order Comments 1 Was Added As [redacted]. Order Comments 2 Was Added As [redacted] . Order Comments 3 Was Added As [redacted] . Order Comments 4 Was Added As [redacted]. 05/14/2017 - 15:15:29 - PM9 - Financing with RAC for 609.65 authorization: KIMBERLY 05/14/2017 - 15:15:29 - PM9 - Order Created 05/14/2017 - 14:30:16 - PM9 - Quote Created 10/13/2017 - 11:29:45 - EE9 - CUSTOMER CALLED LAST NIGHT ASKING IF WE DISMANTLE AND REASSEMBLE THE TABLE WHEN THEY PAY FOR DELIVERY. I SAID THAT WAS MY UNDERSTANDING, BUT I'D CONFIRM WITH MY DELIVERY MANAGER AND CALL HIM BACK. AFTER SPEAKING TO JUAN, HE SAID THEY WOULD DO THAT SINCE CUSTOMER WAS PAYING FOR THE SERVICE. I CALLED CUSTOMER BACK AT HIS PRIMARY NUMBER BUT VOICEMAIL WAS FULL SO I CALLED ALTERNATE NUMBER AND LEFT MESSAGE ABOUT WHAT I FOUND OUT. I ALSO REMINDED HIM THAT IF HE DIDN'T WANT TO PAY FOR THE DELIVERY, HE WAS ALWAYS FREE TO BRING THE TOP BACK TO THE STORE AND I COULD SWITCH IT FOR THE NEW ONE WAITING HERE. 10/11/2017 - 14:34:41 - EE9 - SPOKE WITH CUSTOMER. LET HIM KNOW WE COULD DO DELIVERY FOR $69 AND THEY'D TAKE BACK THE OLD TOP OR HE COULD COME BY AND SWITCH IT OUT ONSITE. CUSTOMER SAID HE WANTED DELIVERY BUT WOULDN'T PAY FOR IT. I LET HIM KNOW THOSE WERE THE ONLY TWO OPTIONS AND HE STATED "YOU HAVE TO FIGURE IT OUT, THEN". I REITERATED THAT THOSE WERE THE ONLY TWO OPTIONS AND HE JUST SAID "FINE" AND HUNG UP. 09/30/2017 - 12:17:56 - EE9 - LEFT MESSAGE ON ALTERNATE PHONE THAT TABLE TOP IS READY FOR EXCHANGE AT EVERETT STORE. 09/29/2017 - 13:27:56 - ZTB9 - Auto Transfer: T94128741*1 completed for 1 of 5510-36. 09/27/2017 - 12:13:30 - EE9 - I'M BRINGING UP THE TABLE TOP ON FRIDAY. ATTEMPTED TO CALL CUSTOMER AND LET THEM KNOW, BUT MAILBOX IS FULL AND NO ONE PICKED UP. WILL PARTNER WITH [redacted] TO SEE IF THEY HAVE ALTERNATE CONTACT INFO.
Hi,I am attaching relevant emails. Emails clearly showed that Furniture Factory Direct agreed to damages caused by shipment and assured me of replacement. I am attaching pictures file which I sent to Furniture Factory Direct. I am not able to attach individual pictures.. may be due to bigger size of pictures. Picture file jas 7 pictures.I don't have the access to pictures taken by technician who was supposed to fix the furniture. Please note that pictures are taken as soon as I opened the furniture inside my house and spotted the damages. AndI started the calls and reporting immediately.Annette is the customer service supervisor as it was told me. I talked to her most of the times. Here are the details on email.1_Furniture Factory Direct_ Email.pdf email has clear documentation on what Annette told me about damages and how it happened. She looked at the pictures while on phone with me.2_Furniture Factory Direct_ Email.pdf email came after lot of follow ups. For denying the damages. I don't think she waited and sent the pictures taken by technician to manufacturer.3_Furniture Factory Direct_ Email.pdf email is the one I replied on above # 2 email. Clearly stating what Furniture Factory Direct(Annette) assured me of replacement. I believe I didn't get any further email after this.In all the emails, main email id for Furniture Factory direct [email protected] is also copied.Thank you so much for all the help. I am hopeful the Furniture Factory Direct will do the right thing after this.
I am rejecting this response because:
Subject: Fwd: regarding your couch via Revdex.com [redacted]
Date: Mon, 19 Dec 2016
[redacted] here is the actual letter and inspection report the [redacted]FS inspector sent to them regarding my couch. Today he stated they were lying to me because he doesn't even use words like resiliency.
David S[redacted] is his name and he is subcontracted by [redacted]. They changed his report.
I informed you his inspection report stated something different than what they told you. There is no manufacturer foam in the seat of my couch.
[redacted]
Sent from my iPhone
Begin forwarded message:
Thank you for your honesty!
[redacted] ??
Sent from my iPhone
On Dec 19, 2016, at 4:32 PM, Kelly S[redacted] <[redacted]> wrote:
Hi there [redacted],
This is what we said on our report to [redacted] on November 22.
the center cushion on her sofa has failed. we need to replace the center cushion with a new Factory cushion. our labor
charge to install the cushion is $XXX. her preferred way to repair this would be to replace the couch.
We requested that the part be supplied by the manufacturer and we would install it. I hope this helps.
Best Wishes,
<image003.jpg>
Kelly S[redacted]
New Creations USA
360-882-7529
[redacted]
Sincerely,[redacted]
Complaint: [redacted]I am rejecting this response because: IT WAS A FURNITURE FACTORY DIRECT ISSUE FROM THE BEGINNING!!!!!! IF THE TECH FROM THE STORE WOULD OF ACTUALLY CARED ABOUT WHAT HE WAS DOING WHEN HE CAME OUT WHEN THE COUCH WAS COVERED UNDER THE FIRST YEAR WARRANTY IT WOULD BE THERE PROBLEM BUT SINCE THEY EMPLOY TECHS WHO DO NOT CARE THAT IS WHY IT HAD TO GO THROUGH MONTAGE AND MY COUCH NEEDS REPLACEMENT FROM THE SAME ISSUE AS WHEN FFD'S TECH CAME OUT 6 MONTHS AGO!!!!!!!!!!! IT IS ALSO FFD'S ISSUE CAUSE THERE EMPLOYEE IS THE ONE WHO LIED TO US ABOUT EVERYTHING. THESE RESPONSES SHOW THAT THE STORE AND THE MANAGERS DO NOT CARE ABOUT THERE CUSTOMERS OR THE PRODUCTS THAT THEY SELL. THE ONLY PERSON FROM THE STORE THAT ACTUALLY TRIED TO HELP AND DO EVERYTHING SHE CAN WAS DIDI WHO WORKS IN THE WAREHOUSE AND DEALS WITH THE WARRANTY COMPANY AS WELL. IT WOULD BE UNDERSTANDABLE AFTER MAYBE 2, 3, 4 YEARS OF HAVING THE FURNITURE THAT SOMETHING LIKE THIS WOULD HAPPEN BUT NOT AFTER 10-11 MONTHS.
I WILL NEVER DO BUSINESS WITH THEM AGAIN AND WILL TELL EVERYONE I KNOW TO NEVER EVER EVER BUY ANYTHING FROM THEM. Sincerely,[redacted]
All merch is Estimated times of arrival. We have no control over when this product comes in..We have agreed on Full refund for customer, It will be picked up and refund will be sent to customer..We did offer floor sample but it was not the correct size for his bed.
We would like to apologize for any misunderstanding for frustration this may have cause the customer. It would never be our intention to not do our very best, but it lookslike we failed to communicate well, or do the follow up the customer deserved. In regards to the window displays that say “Same...
Day Delivery”, we do have disclaimers that state it’s for in-stock items only. That means in stock at our distribution center whichis where we deliver from. That should have been made very clear to the customer from the beginning. We understand what the customer is saying, but we can usually get the floor models delivered in 2-3 days after they’re transferred to the distribution center. In reference to the pricing quote, the sales staff always quotes the pricing of the items until the customer makes the final decision on delivery. If the salesperson didn’t makethat clear to the customer during the selling process we certainly apologies for any misunderstanding. The customer is stating that the salesperson quoted them a shorter time frame to receive the product purchased. We do our best to give customers accurate estimated arrival timesfor product that has been ordered, or needs to be ordered. We do that so our customers can make good buying decisions based on the estimated arrival time ofthe merchandise. We are very sorry for the inconvenience, or frustration we have caused, that was never our intention. We should have done a better job all around. We do not agree with the statement that we are a dishonest business or we falsely advertise. We run our business with integrity and honesty at all times. Any employee not following thoseguidelines will NOT work for our company. We do have signs in the windows, but we do what the signs say we do. We were not able to accommodate this customerin what she needed at that time. We do not trick people or have false prices as she alleges. That is an inaccurate statement, it has no merit and is untrue.She is entitled to her opinion, but is inaccurate in her accusations. We value each and every customer we have. We should have done a better job and taken better care of this customer.