Furniture in the Raw

Complaint: [redacted] I am rejecting this response because: The response provided is not factually correct [redacted] indicated that "it was only after delivery he took the position it was not what he agreed to." In reality, when the table and chairs were delivered and we saw it for the very first time, we recognized that it was the wrong table and the wrong stain We than immediately instructed the deliverymen to take the table back (even before he started to assemble it), but was told not to worry about it and that we could temporarily keep the wrong table until the issue could be resolved If they will provide the signed delivery form, it will show that I wrote on the form that it was the wrong table and the wrong stain and that my signature was not acknowledgment that it was the right order However, FITR never gave me a copy of the form at that time and FITR will not give it to me now If the Revdex.com can get a copy of the original delivery form, they will see that we told FITR that the table was wrong the moment we saw it When I spoke with the Customer Service manager (about week after the delivery), I asked him for a refund However, he requested that we first give them a chance to correct the mistake At that time, I was incorrectly led to believe that a full refund was still available if an alternative could not be identified I will acknowledge that FITR did try to find a solution to their mistake They offered us a new table (that cost about $more than the table purchased) and even tried to "customize" the stain to match the desired stain However, after trips to their stores, realizing that they spent weeks to create a "custom" stain that matched to the stain of the wrong table instead of the desired table, and realizing that I was starting to frustrate FITR, I realized that we were not going to find a solution and asked for a refund When FITR refused to give me a full refund (despite previously indicating otherwise), I finally settled on paying a large "restocking fee." However, when the day finally came to pick up the table/chair (at a discounted refund rate), FITR canceled the appointment and stop responding to my requests to rescheduleFor your reference, attached is a picture that shows the table we were wanting to purchase (with the exception that it was suppose to have a center pedestal instead of legs) with the right stain color, and the table that was ordered As you can see, unlike the table that we wanted, the table that was delivered had rounded edges (instead of square edges), had a butterfly style leaf, and was stained in a darker color I understand that FITR says that they have a A+ rating and accept that they may provide great customer service for others However, they did not this time

We obviously have an A rating with the Revdex.com. We went to great lengths to try and resolve this customers concerns. He ordered custom furniture and we fulfilled exactly what was on his signed receipt. It was only after delivery he took the position it was not what he agreed to, This customer was...

beyond unreasonable when it came to resolving his concerns. We offered a fair resolution over multiple occasions, and the customer would never agree. Should you require any additional information please feel free to contact me at the number above_ [redacted]

Complaint: [redacted]
I am rejecting this response because:
The response provided is not factually correct.  [redacted] indicated that "it was only after delivery he took the position it was not what he agreed to."  In reality, when the table and chairs were delivered and we saw it for the very first time, we recognized that it was the wrong table and the wrong stain.  We than immediately instructed the deliverymen to take the table back (even before he started to assemble it), but was told not to worry about it and that we could temporarily keep the wrong table until the issue could be resolved.  If they will provide the signed delivery form, it will show that I wrote on the form that it was the wrong table and the wrong stain and that my signature was not acknowledgment that it was the right order.  However, FITR never gave me a copy of the form at that time and FITR will not give it to me now.  If the Revdex.com can get a copy of the original delivery form, they will see that we told FITR that the table was wrong the moment we saw it.  When I spoke with the Customer Service manager (about 1 week after the delivery), I asked him for a refund.  However, he requested that we first give them a chance to correct the mistake.  At that time, I was incorrectly led to believe that a full refund was still available if an alternative could not be identified.   I will acknowledge that FITR did try to find a solution to their mistake.  They offered us a new table (that cost about $300 more than the table purchased) and even tried to "customize" the stain to match the desired stain.  However, after 5 trips to their stores, realizing that they spent 2 weeks to create a "custom" stain that matched to the stain of the wrong table instead of the desired table, and realizing that I was starting to frustrate FITR, I realized that we were not going to find a solution and asked for a refund.  When FITR refused to give me a full refund (despite previously indicating otherwise), I finally settled on paying a large "restocking fee." However, when the day finally came to pick up the table/chair (at a discounted refund rate), FITR canceled the appointment and stop responding to my requests to reschedule. For your reference, attached is a picture that shows the table we were wanting to purchase (with the exception that it was suppose to have a center pedestal instead of 4 legs) with the right stain color, and the table that was ordered.  As you can see, unlike the table that we wanted, the table that was delivered had rounded edges (instead of square edges), had a butterfly style leaf, and was stained in a darker color.  I understand that FITR says that they have a A+ rating and accept that they may provide great customer service for others.  However, they did not this time.

Please find attached a signed return form for pick up customer Besson’s furniture. We  did refund them as well. Let me know if you need anything else.[redacted]Office ManagerFurniture in the Raw[redacted]