Furniture Factory Outlet

[redacted] -We have contacted [redacted] and have offered a full refund We will pickup sectional next time we are in Fort Collins Please contact me withany questions.Regards,Dan S [redacted] Ashley HomeStore/Furniture Factory OutletCheyenne, WY

We have inspected the bed and there is nothing wrong with it The bed is placed against a wall When you sit on the bed, the headboard bumps the wall That was the source of the noise

[redacted] My car's headlights were very dim, so there was definitely some sort of wiring issueI brought my car to them about half an hour before they closedI explained the issue, and they said no problem, they will see what they can do for meI asked if they would have time to see my car since they were closing soon, and they said that was fine, they would stay as late as they neededAwesomeI stepped out to some nearby shops while they worked on my carI came back just before 6:(closing time) and while they hadn't quite fixed my car (they couldn't figure out the problem), the lights were bright enough to at least be usable at night nowI certainly understand that they weren't able to fix the problem completely with such a short time span, so I was happy with the service so far Then comes payment timeHuge billThey had the nerve to charge me DOUBLE the labour wage [redacted] the one ringing me through, so I asked why I was charged double the hourly rateHe told me that because I came in so close to closing time that they would need two mechanics to work on it, and because there were two mechanics he charged me for two hourly ratesI obviously contested this, in a polite mannerI reminded [redacted] that I had specifically asked if they had the time to do it, to which I was told yesI would have just gone elsewhere with no hard feelings if they had said noSo because they decided they needed two mechanics, I apparently have to pay for itIf they wanted to charge me an extra fee because it was so close to closing time, then that's fineI'd understand thatBut if that is the case, they never told me of an extra feeI explained to [redacted] that I wasn't going to pay doubleHe then turned hostile towards me, yelling at me that he was doing me a favour and refused to give me back my car keys (my car was still in the bay at this point) until I paid the full amount This obviously angered me, and I started to become stern with himI brought up how ridiculous this was again- it's not fair to decide how many mechanics will work on my car and multiply the hourly rate accordingly, and I was never told of a close-to-closing fee, if he was charging me for one [redacted] Then I got really angryI grabbed my phone to call the police to have them come get my car back [redacted] He offered me a "deal"- pay what should have been the true payment (one hourly rate, which is what I wanted to pay), and never come back againDeal I paid an appropriate amount, got my keys, and got [redacted] out of thereThis was last summer and I still cannot believe my experienceIt doesn't even sound real [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 Sincerely, [redacted]

This has already been resolved We ordered the part to fix the bed for the customer, and fixed it sometimes it takes a week or or longer to receive parts

Revdex.com: I have reviewed the response made by the business, and find that this resolution is satisfactory to meThe owner went out of his way and beyond any of my expectations simply because I was unhappy and he could, and THAT is priceless to me Regards, [redacted] ***

November 9, 2015, I signed an invoice that included fix engine light and fix fan belt [redacted] I would never approve a $test for engine light [redacted] and then not get the light fixed when it was one of only things I asked for The fan belt was also not fixed I was charged $for [redacted] work [redacted] The heating is now non existant and the temperature light goes on every mile [redacted]

Response:
We are terribly sorry for the mistake our warehouse made when picking the customer's order for the delivery.The chairs indeed come in box of
twoThat means that we should have a chair in the warehouseHowever being not able to locate it we ordered the box of from the vendorWe do believe that the customer should get the merchandise they purchasedThey should not pay for an extra chair , neither they should pick it upWe will contact the customer as soon as the chair arrives and make the arrangement for the exchange of chairsWe apologize for the inconvenienceSincerely Customer service
Sent on: 3/17/12:35:PM

" line-height: 150%"> I asked for them to check the bed while it was making noises and they never told me the bed was making noises until I called back for someone to come out againThe store manager told me that he would send the repair man out but he had to reschedule for another day and never did so So the bed broke again in the same place yet no one has come to look yet I contacted the GM at the brookhaven store and he told me the problem wasn't his because of the fact I financed the bed He told me to contact them and they told me they would send someone to fix the bed which had to go to TX and I wouldn't get a replacementHere it is weeks later and no one has picked my bed up yet!
Complaint: ***
I am rejecting this response because:
Regards,
*** ***

We delivered *** ***'s furniture free of charge to Dix Nebraska. *** was very pleased by this accommodation Dan S*Furniture Factory Outlet

I asked for them to check the bed while it was making noises and they never told me the bed was...

making noises until I called back for someone to come out again. The store manager told me that he would send the repair man out but he had to reschedule for another day and never did so.  So the bed broke again in the same place yet no one has come to look yet.  I contacted the GM at the brookhaven store and he told me the problem wasn't his because of the fact I financed the bed.  He told me to contact them and they told me they would send someone to fix the bed which had to go to TX and I wouldn't get a replacement. Here it is 2 weeks later and no one has picked my bed up yet!   
 Complaint: [redacted]
I am rejecting this response because:
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business, and find that this resolution is satisfactory to me. The owner went out of his way and beyond any of my expectations simply because I was unhappy and he could, and THAT is priceless to me
Regards,
[redacted]

[redacted]
[redacted]
[redacted]
[redacted]-We have contacted [redacted] and have offered a full refund.  We will pickup sectional next time we are in Fort Collins.  Please contact me withany...

questions.Regards,Dan S[redacted]Ashley HomeStore/Furniture Factory OutletCheyenne, WY

We have inspected the bed and there is nothing wrong with it.  The bed is placed against a wall.  When you sit on the bed, the headboard bumps the wall.  That was the source of the noise.

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]

This has already been resolved.  We ordered the part to fix the bed for the customer, and fixed it.  sometimes it takes a week or 2 or longer to receive parts

I wouldn't recommend this place to an enemy. Very poor businesses ethics. Ordered furniture 6 months ago, and still didn6get full set as of now. If you don't want headaches, and continuous lies, I suggest you go to a reputable furniture store. This store goes by two different names, and has many complaints. Since this started, I found out, through networking, that 3 acquaintances of ours had similar problem, and received tier cash back. Who knows how many didn't get reimbursed for shoddy deals. Whether you are reimbursed or not is still not worth the headaches.

Review: To whom this may concern, I've been waiting since April [redacted] 2015 for my brown marble coffee table and matching end tables. The items haven't been delivered still, and today's date is May **, 2015. To make matters worse, I ordered a dresser and mirror, which they used Sheetrock screws without brackets for the mirror. Secondly I purchased a headboard, and no screws came with it. I also purchased a San chocolate sofa with a chase. The delivery fee was $200.00 which I paid, and now they have not delivered the rest of my order. I've called the store numerous times to resolve this issue and still the delivery driver does not want to bring the rest of my order which to me is unacceptable. Grand total for my purchase was $1,139.93 + $199 cash to the delivery driver which I paid. Now he doesn't want to deliver my coffee table and end tables because he said its to long of a drive.... This is bad Buisness, and I wish to have the matter resolved through legal proceedings.Desired Settlement: Want my coffee tables and end tables or suing for $1,139.93

Review: The store did not check the boxes upon delivery for which we paid a fee causing many problems. Trundle bed slat are defective rendering it useless.

On February 18, 2013 we ordered a twin bunk bed with trundle from Furniture Factory Outlet. The cost was $877+tax. We dealt with [redacted] who gave us a business card indicating he is the manager. [redacted] encouraged us to have the bed delivered rather than pick it up as he said the driver would open all the boxes & make sure all the parts were okay. We were charged an additional $20+tax for this service. [redacted] said it would take 1-2 weeks to get the bed. On Mon. March 11, 3 weeks later, [redacted] called the store. [redacted] left a message on our home answering machine on Wed. March 13 saying that the vendor was going to DELIVER the bed to the store on Fri. but he wasn't sure if he'd be able to deliver it to us on Friday. [redacted] called [redacted] & told him that the next week was too close to Passover * we would not be able to take delivery of the bed at that point & it would have to wait until after the holiday, ending on April 2. [redacted] said this would be no problem. [redacted] called [redacted] after the holiday & arranged delivery for Tues. April 9 between 11AM-12PM. At 11:30 [redacted] called the store to make sure they were on schedule & got no answer. At 11:55 he called again & was told that their vehicle was having trouble & wouldn't be able to deliver the bed. [redacted] had taken time out of work to be at home to ensure a smooth delivery. They rescheduled for Wed. April 10, 12 PM. Once again on Wed. no one showed up at the pre-arranged time. After numerous calls to the store we finally received a call from the driver saying he was on his way from Hartford. This was odd as the store is in Waterbury barely 10 minutes from our home. The driver showed up at approximately 1:30. He dropped off the boxes but did not come in & open anything. There was some confusion as to which boxes were ours since the store was supposed to get some items & the driver said that he had come straight from Massachusetts where the manufacturer is located & hadn't stopped at the warehouse. This seemed odd since [redacted] had told us weeks earlier that the bed was being delivered to his store on Fri. March 15. Indeed there was a mix-up with some of the boxes which was discovered when [redacted] started to assemble the bed. We called the store to arrange an exchange. We were told they would be back in a few minutes. They arrived at 4:45 & exchanged one of the incorrect boxes. [redacted] had been out of his office since noon, missing time from work two days in a row. One of the boxes we received, containing the Upper Panels, was identical to another one the store had ordered. The one we were given had the wrong instructions. We assumed we should have gotten the other one. Upon calling the store [redacted] claimed the other box did not have instructions or any hardware. This is hard to believe since the boxes were identical and according to what he says we could have been easily given a box without instructions & hardware. [redacted] started yelling on the phone & hung up. We downloaded instructions for the correct bed from the manufacturer's website & upon confirming we had correct hardware began to assemble the bed. We discovered two blemishes on the wood, one on an Upper Panel and the other on the ladder. This would have been discovered had the driver indeed opened the boxes upon delivery, a service for which we paid but did not get. Upon putting together the trundle we discovered that one of the slat rolls was defective & therefore construction of the trundle was impossible rendering it completely useless. We left a message at the store late Wed. night. Did not get a call back on Thurs. Called again Thurs. evening during business hours. No one answered & left another message. On Fri. we e-mailed to the address on the business card, [redacted]@live.com & did not get a response. [redacted] called again today, Mon. April 15, left a message with another employee, but has not heard back. At this point our daughter is sleeping on the floor in a sleeping bag since we cannot use the trundle bed at all.Desired Settlement: Needless to say we are horrified with this experience. "We are treating every customer like they were a part of our family. Other companies may offer similar services, but our services are the best, and come with a personal touch." This quote is from the company website. Our experience has shown otherwise. Prior to our realization of the defective parts of the actual bed we would have simply requested a refund of our delivery fee since the company did not do what they were supposed to upon delivery of the merchandise. Had the driver opened up the boxes we would have immediately seen that we had received the incorrect Upper Panel box with the wrong instructions & could have immediately exchanged it with the other one in the truck. We should not have had to track down the instructions on the company website. Likewise with the second box that they had to bring back hours later causing much undue stress. The instructions to the bed number and list all of the boxes that are included in the bed & upon opening each box we would have found the instructions, realized we had some of the wrong boxes, & fixed that problem immediately. Additionally had the parts been examined like they were supposed to be the blemishes on the Upper Panel and Ladder would have been discovered immediately and an order could have been put in for a replacement of these parts or a discount given on the bed as the blemishes don't render the bed completely useless. The problem with the trundle however, does render the bed completely useless. One of the slat rolls is defective. One of the slats is not straight and the holes on all of the slats do not line up with the part of the bed they are to be attached to. The second slat roll was no problem to install and comparing the two it is obvious that the pre-drilled holes by the manufacturer are in the wrong place. We did contact the manufacturer as there is a warranty on the product, but were told we were supposed to go through the retailer. That has proven to be impossible as our calls and e-mails are being ignored. We paid a total of $954.02 including tax for the bunk bed with trundle plus delivery. Currently part of the product is completely useless & we have a child sleeping in a sleeping bag on the floor. Another part of the product has damages for which we may have been willing to take a discount off the cost had that been the only problem. Right now however we have put in a complaint to our credit card company for the full cost of the item. At this point the minimum we feel the company should be doing, if they can do so with proper customer respect and service, is replacing the defective trundle slat and other damaged parts and refunding our delivery fee. Alternatively we may be willing to keep the damaged Upper Panel and Ladder depending upon the discount the store would be willing to give us on these items as they don't render the bed useless. The defective trundle slat however renders the bed useless and would need to be replaced. Should the store prefer we could also disassemble the entire bed and put it back in the boxes it came in that we saved and return the entire item to the store for a full refund and pretend that this never happened.

Business

Response:

Business Response /* (1000, 5, 2013/04/30) */

The store upon hearing from the customer regarding defective problems with the bunk bed contacted the supplier and ordered a replacement trundle section. We also arranged a service call to correct the customers costmetic conserns with the unit. We found the defects within the manufacturing tolerences but even though they were minor we corrected them to the customers husban's satifacation.

The customer called the store the day of deleivery multipal times the before the drop off deleivery was made regarding the arrival of their bed.To expidite deleivery we had the driver go to the customers house directly.It was alittle confusing as there was parts for the same style bed for the stores stock.We spoke with the customer frantically on the phone and told them to keep all the boxes and we would pickup the remaining boxes later in the day.The customer did not take our suggestion and one of the boxes were mixed up.We proform our deleivery's with 3 hours windows to allow for unforseen circumstances.As to the reason that the boxes were unopened it was done to expidite the deleivery.We open boxes as a way to determin that there are no apparent defective parts cracks,splits or shipping damage.

The customer had stated that they did not receive hardware however they did put the bed together as they intended so it must of been there.

There was a coment made that the customer was yelled at by the stores manager as that would be highly unlikely under most cirsunstances.However when the customer starts yelling and screaming and speaking derogatory to manager well we are only human as well. Perhaps this could be a life lesson when you nice to people will be nice to you.

There were 3 beds in that one unit there should be no reason for someome to be sleeping on the floor. The trundle section that was was miss drilled at the factory could still be used until a replacement was exchanged.The replacement slat section will be available to picked up to by the customer today the same day it arrived. We are going to offer the customer a reduction for the dropoff charge as well,even though the twenty dollar charge did not cover our actual costs.

Consumer Response /* (3000, 7, 2013/05/02) */

(The consumer indicated he/she DID NOT ACCEPT the response from the business.)

We appreciate the response from the store. We would first like to address some of the things which seem to have been misinterpreted. The customer did call the store multiple times the day of delivery since it was already the second day that the customer left his job to wait for the bed. The customer was told that the bed would arrive at the store from the manufacturer on Friday March 15. If this was indeed the case then it seems odd that on Tuesday April 9th the bed was coming straight from the manufacturer causing all of the unnecessary confusion. The customer has no recollection of being told to keep all the boxes. Once the boxes were delivered there was no longer a need "to expedite delivery" and therefore not open the boxes at the customer's residence which was agreed upon at the time of purchase. The customer does appreciate the partial refund of the delivery fee, however the fact that the initial charge didn't cover the actual cost is irrelevant. That is the amount that the store indicated to be the delivery charge. The customer did not state that they did not receive hardware. The customer stated that the box which contained the hardware was the box that had the instructions to a different style bed and they were therefore not sure that they had the correct hardware. The customer had to download the correct instructions from the manufacturer's website and then determine that the hardware they did receive would be sufficient to put the bed together. We do apologize for any yelling and screaming.

Now to address the issues regarding the damages in the bed. The store did send someone to fix the damages in the ladder and upper panel. On Monday April 21 the damages were fixed to our satisfaction. The store also said they would obtain a replacement slat roll for the trundle part of the bed. [redacted], the manager, has been in touch with [redacted] regarding the delivery of the part to the store. On April 30 [redacted] called [redacted] to notify him that the part had arrived. [redacted] returned the damaged slat roll and brought the new one home. We wish the story could have ended here. However, the new slat roll did not fit on the trundle bed at all! All of the holes were drilled in the wrong place and do not line up with the holes on the wood they are supposed to be attached to. In addition the slat roll itself is not the same as the other slat roll on the trundle bed. (There are two slat rolls which make up the bottom of the trundle, each consisting of 5 pieces of wood attached with fabric.) The pieces of wood are longer, not as wide and they are thicker which would lead to a mattress not laying perfectly flat, but rather on a slight slant. The fabric attaching the wood is a different color as well. All of these things make us wonder whether this slat roll is from a different model bed altogether, possible just a piece that the manufacturer had available in their warehouse. [redacted] e-mailed [redacted] regarding this matter on Tuesday evening. [redacted] has been helpful in attempting to resolve this matter but it seems he is encountering some difficulty in dealing with the manufacturer. [redacted] spoke to [redacted] this afternoon, May 2, and [redacted] said that the manufacturer told him to go to the customer's house and just drill a new set of holes. This is not acceptable to us as we purchased a first quality bed at full price and that is what we would like to have. Additionally the slats are not even the same thickness and the mattress would not lay flat. We also feel that drilling another set of holes may compromise the wood. [redacted] had told us that we could use the bed until the replacement slat roll was received, however we do not feel comfortable doing that. We do not accept the trundle as is, and therefore to us it is unusable and our daughter is still in her sleeping bag on the floor. We are not sure what the issue is with the manufacturer. Their response seems to be highly unprofessional and seems strange since there is a warranty on the product. There is no question that the original product that was sent was defective. The replacement just does not fit at all. It may not be defective but is definitely not for use with the unit that we have. We need to receive a slat roll that is identical to the other one we have that has the holes drilled in the right place so that all fits properly. We would be equally satisfied to disassemble the trundle we have and return it to the store and accept a full replacement trundle if the manufacturer does not have an individual piece that fits our model. As per [redacted] it sounds like the manufacturer is giving him a hard time with this matter. They don't seem to be standing behind their product. However, we paid our money to the store and not to the manufacturer so although the store is attempting to be helpful in resolving this issue, as of now we cannot accept the settlement being offered. We would like to get what we paid for which is a fist quality product and not something that had to be "fixed."

Business Response /* (4000, 9, 2013/05/10) */

The store ordered another trundle for the customer with there approval.

Review: On November 30, 2013, my wife and I purchased a 7 piece dining set consisting of 1 table and 6 chairs made by [redacted] of Mass. We paid a $75.00 delivery fee which was very prompt. However, a few weeks later, noticed that 1 of the chairs "stretcher" configuration (stretchers connect the 4 legs towards the bottom of a chair) were different although the finish was the same. I called the store and spoke with the owner [redacted]. I emailed photos to him and he confirmed over the phone that the chair was indeed different and was not manufactured by [redacted], but by a company called World Imports. I was told to call back in a few weeks in which I did. Was then told to call back in another few weeks and was informed that the chairs come 2 to a box and would appreciate if we also purchased that second chair so that the store would not have to absorb the cost of a stray chair. I was also ask that when it ever did come in, that we would have to drive to Waterbury and bring the wrongly delivered chair and make the switch ourselves. The picking error is on their part at the warehouse, we paid a delivery fee and expect the store to send a truck to our residence to make the switch. We just expect what we paid for, nothing more. At this time, there still has been no chair ordered for us.Desired Settlement: Replace the chair at no cost to us (we paid for it), via their truck. If chair is no longer available, refund price of chair and let us keep wrong chair, color does match, we would have to deal with it at that point.

Business

Response:

Response:

We are terribly sorry for the mistake our warehouse made when picking the customer's order for the delivery.The chairs indeed come in box of two. That means that we should have a chair in the warehouse. However being not able to locate it we ordered the box of 2 from the vendor. We do believe that the customer should get the merchandise they purchased. They should not pay for an extra chair , neither they should pick it up. We will contact the customer as soon as the chair arrives and make the arrangement for the exchange of chairs. We apologize for the inconvenience. Sincerely Customer service

Sent on: 3/17/2014 12:35:23 PM

Consumer

Response:

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,