Furniture Import & Export Inc.

Furniture Import & Export IncNorton Avenue Chino, CA Tel: ###-###-####/ ###-###-#### Email: *** Web:*** To: *** *** WShaw Lane Fresno, CA 93711 Attn: *** *** Re: ID Date:
October 30, Dear ***, Thank you for sending the complaint letter referring to customer *** ***We spoke to ***'s husband last week and advised him, the delivery agent was going to deliver this for them on October 27, There was a miscommunicated between the delivery agent and the customer as to where the shipment should be dropped off. We had advised *** and ***, whom is her husband, if the delivery agent does not complete the delivery successfully, we, Furniture Import & Export Incwill gladly issue a full refund for the customer. I am attaching the delivery confirmation that the delivery has been completedPlease feel free to contact me if you have any further questions to this claim. Sincerely *** **Furniture Import & Export Inc.Email: ***

HI *** If customer is not happy her product/ order, she will have to return the item back to us for her refundNobody was able to speak to customer as she was very verbally abusiveIf customer had called in and explained to us the situation before attacking and threatened to physically hurt us, company would have considered to help customer out and return the item back to herCustomer's satisfaction is very important to usWe do take care of customers who can gives us a chance to help themShe did not give us a chance to speak and let her know the options she hadShe refused to speak to anyone or listenTherefore, customer will be responsible to ship the item back to us. *** *** Furniture Import & Export Inc. ***com www.***.com *** *** * *** *** *** * ***

Furniture Import & Export IncNorton Avenue Chino, CA Tel: ###-###-####/ ###-###-#### Email: [email protected] Web:www.furnitureimportexportinc.com To: Revdex.com WShaw Lane Fresno, CA 93711 Attn: Bertha Bejarano Re: ID
12662945 Date: February 20, Dear Bertha, Thank you for sending the complaint letter referring to customer *** ***We are trying our best to pick up the item back since customer refuse to have the item picked up the same way it was deliveredThe delivery agents do not have the liability to go into her home, package this return this back to usTherefore, this is the reason why it taking Houzz.com and us some time to take care of this problem for herIt also did not help, customer was on vacation for weeks and will not be available until February 26th. We are doing what we can to rush the return process for this customer. Sincerely,*** ** Furniture Import & Export IncEmail: [email protected]

Furniture Import & Export Inc*** *** *** ***, CA *** Tel: (***) ***/ (***) *** Email: *** Web:*** To: *** *** *** *** ** *** *** ***, CA *** Attn: *** *** Re: ID
*** Date: October 17, Dear *** Thank you for sending the complaint letter referring to customer *** ***Customer had placed this order on October 6, procedure, before shipment, we go through an inspection process of opening the item to ensure there are no damages or defects*** *** called in on 10/11/stating she did not like the item and to have the item picked up backWe told her that should not be a problem and she would have to return the item back to the companyWhich means, buyer will have to pay to have the item returned since this is now considered buyer’s remorse*** was not happy with this and said the item is now damaged and has black stains and the welding is not properly welded. After she is now claiming the item has a defectWe opened 3-of the item she had purchased in our warehouse and inspected those itemsWe will attach the photos for you to see, all of the metal base comes with the black marks, which is when metal has been weldedThe black marks she is referring to can be cleaned off with a wet wash clothWhen she stated it was not properly welded, the part where she will have to screw the base onto the desk will be hidden underneath the table, which the welded part will not be visible to the eye. It is company’s policy, customer will have to pay for the item to be shipped back in order to get any kind of refund back to their accountShe refused to listen and did not let us speak*** *** was verbally abusive to the employees here in the office and had threatened to destroy and physically harm us. Sincerely, *** ** Furniture Import & Export IncEmail: ***

I am rejecting this response because:
Once again an inaccurate, frabricated story as a response. I guess they have to come up with something that makes the customer look bad in order to make themselves look good. Nowadays, most retailers go above and beyond to give good customer service ... considering all the competitors they can lose consumers to. This company was closed off to the idea that the product they sent out had problems from the moment I contacted them and did not offer any solutions. All they had to do, was send a return label ... simple ... like ALL other retailers online. Again, I have emails from them to prove that if they wanted to contact me to rectify this situation they could without getting on the phone. They have my email address, my phone number & my mailing address as forms of communication. Two of those are non-verbal and easy ways to send a return label, RA # and instructions on how to return the item. The problem isn't how I spoke to them, the problem is that they DON'T want to be responsible for the COST of shipping the item back. I've already gotten a letter from another furniture dealer who has examined the piece... stating that a quality of furniture of this price point should not have brown/black welding burnt marks & visible gaps in the metal folds. Furniture Import & Export claims good customer service so ... Why can't they email me a return label or have the piece picked up?