Furniture Marketplace, LLC

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint It is saddening that R [redacted] sees the need to repeatedly lie in hopes to sway the resolution in his favorI was hoping that having a mediator, (Revdex.com), would keep this situation civil and professionalUnlike R**, I refuse to blatantly lie or exaggerate when explaining exactly what has taken place recentlyR [redacted] stated "we saw a couple that ARGUED over what piece or pieces to purchase and a couple in relentless attempt to negotiate a price that was unfeasible to accept"That almost couldn't be further from the truthMy beautiful wife and I were very happy and excited in our very first hunt for furniture for our house, and while these times in life can have stressful moments, absolutely no arguments or hard feelings occurredR**s interesting and highly exaggerated adjectives used in a desperate attempt to portray us as entitled and unreasonable is heart breakingWe explained what our budget was and what range we were willing to stay in upon meeting R [redacted] for the first timeHe showed us the couch after many others despite the msrp price tag showing an amount slightly outside of our budget and after winning over my wife, he assured us the display price is never the final price and he would see what he could do on it for usHe gave us a number, and I explained it was still a bit higher than I was comfortable with spendingHe asked what number I was expecting and I answered back with what I would be willing to pay and that it was no pr**lem there are many other choices out thereWanting to bag the sale, understandably, R [redacted] and R [redacted] came up with the final lowest possible amount they would take and I agreedI asked R [redacted] and R [redacted] what the return policy was, just in case we ran into issues fitting the couch in the planned space to which R [redacted] replied, 'once you put it in your house, you can't return it'That is all, nothing more and nothing lessR [redacted] stated "Mind you, our salesman R [redacted] and I (R [redacted] store manager), willingly and pleasantly stayed past closing time to help facilitate their first time "furniture hunting" process." This is a misleading statement considering the fact that they and a few others, who I am not sure were employees or just their friends, were yelling at their Alexa device asking it to play various songs some of which were vulgar, well before closing timeWe left right at their closing timeVery unprofessional, but we are very laid back people and didn't think too much into it.R [redacted] stated "I enthusiastically informed them both, "this is an excellent choice, but unfortunately selling the floor model sofa at the KILLER DEAL we are offering you, I would like to order the sofa because selling a love seat only, is impossibleI may have an additional set in the warehouse, but to be professional and correct, let me check our warehouse in the morning to make sure our inventory report corresponds." This is a very contradicting statement in many waysWe were not interested in the floor model because we were verbally told by R [redacted] that he has an extra set in the warehouse but it was too late in the day for us to take it home since the warehouse crew leaves much earlier than closing time but we could come back the next day and he would honor the dealWe agreed that it would be a good time to sleep on it and re-evaluate our budget and decide for sure by thenWe came back the next day to go forward with the deal, but R [redacted] then explained to us that he made a mistake and his inventory did say he had a creme color model, but when he went to check, he actually had a gray one insteadWe laughed and were bummed but R [redacted] and R [redacted] insisted that they could likely have one in by mid January, but it could potentially end up coming in later January at worstWe explained that we needed to discuss everything and would get back to them the next dayWe had no furniture, but decided it would be worth the wait for just a couple of weeksI called Furniture Marketplace to put half of the money down as requested by R [redacted] so he could place the order, R [redacted] answered the phone and told me the billing lady wasn't available at the moment and he would call me back in minutesHe never called me back that day so I called first thing the next day and was able to provide my credit card information to put half downI wanted to pay the rest in cash from gifts from family to help purchase the couch, so I made a trip to the store in order to pay in fullWhen I got there, R [redacted] informed me that he still had not placed the order because there were other things he needed to order from that company anyway, also telling me that he ordered the matching love seat 'just in case I end up changing my mind and wanting the love seat as well' and would place the order the next morningHe talked about the order as if he was already needing to put an order in for that couch and other pieces anyway so it worked out for him since his inventory showed that he had the couch but really didn'tIf "...selling a love seat only, is impossible" I do not understand why he ordered one with our couch if he knew we weren't going to buy it R [redacted] said "...on the sales receipt and their invoice it DETAILS NO RETURNS." While this bit is true, I feel this isn't a valid policy since it was not mentioned or given to me in any way, shape, or form prior to me having paid in full, or prior to me telling them I needed a refundIt is understandable that I would not go searching for the return policy after the store manager had just verbally told me, or so I thought he hadThis type of information should be given and gone over with customers before they pay, not afterR [redacted] also stated, "...R [redacted] and I both exercised caution and REPEATEDLY declared "THERE ARE NO REFUNDS." This is a bold and blatant lieAs stated above, not even a whimper of a hint of this 'policy' was communicated to usR [redacted] stated "His preamble before flat out asking for a refund was, "I KNOW you have a no return policy, but I was hoping you can speak with your manager to see if there is anything the store could do to help out my situation." Yet again, another bold lieThose words never came out of my mouth and putting them in all Caps will not change that factI called to tell Furniture Marketplace that I needed a refund considering the couch was not placed in my home, remembering R [redacted] verbally told me the return policy was that you cant return the couch after its placed in your houseR [redacted] did decide to vaguely and hesitantly tell me at that time that they don't do returns on special order items, which threw me off considering everything I've laid out here thus farIt seemed to me that there was a misunderstanding, so I requested to speak to R**, who was not working that day, so R [redacted] suggested I call back the next day to speak with R [redacted] which I didThat is when R [redacted] almost seemed to take offense to my requesting a refund and was very short and rudeI calmly explained that he nor anyone else from the company told me anything beyond "once it's in your house, you can't return it" expecting him to understand that he and his employee failed to communicate and be willing to fix their mistakes and make things rightInstead, R [redacted] persistently and sternly argued with me all the while making statements such as "i'm not going to go back and forth with you on what was or wasn't explained to you, this is the policy, you can take the couch or you can accept only a 75% refund." There was absolutely zero willingness to make things right for making a mistake of telling us there was an available set in the warehouse, delaying placing the order of our couch, telling us the couch would likely arrive mid-Jan and then pushing the estimated arrival date out multiple times, the last being February, and failing to provide vital information on the return policy when asked prior to paying I do not appreciate having so many words places in my mouthA 'he said-she said' argument and consistently lying to strengthen ones argument to sway the mediator can make for a lot of confusion and headacheI am very disappointed in the lack of professionalism, lack of understanding, lack of integrity, and the arrogant demeanor displayed from a business that claims to provide customer service at every angleThis has become an unnecessary, long, and drawn out process but could have been solved with actual customer service by compensating the customer for the multiple mistakes made by simply offering a full refund on good terms Regards, B [redacted] L [redacted]

Hello this is [redacted] the General Manager at Furniture MarketplaceI understand your concerns about the product that you purchased from our storeWe have had no issues with our furniture being caustic"able to burn or corrode organic tissue by chemical action"We do a lot of business with [redacted] furniture company and haven't had one issue besides this complaintI'm apologetic if you ordered a product from us that was available for you to test while you were here in the store and you decided not tooOur return/cancellation policy is "hours from the time of purchase" not when the furniture is delivered to your homeAs far as the "crafted in the U.S.A", that is a complaint that you need to take up with [redacted] the companyThe way that we interpret that message is that the fabric and foams are shipped from overseas and crafted into a sofa here in the U.S.AI just wanted to clear those two things up before moving forwardWe will let you exchange the product for a sofa of equal or greater valueYou will have to pay the fee to have it delivered again and the existing one picked upThat amounts depends on the price point of the new furniture that you pick outThe product that you have in your home is made of polyesterI suggest that if you decide to re-select another sofa that you pick one that is LeatherThe starting price point of leather reclining sofa's are $or so, just to give you a heads upYou will be able to use the $+ 6% tax= $towards the price point of what you pick outThe $delivery fee that you paid went to a third party company for delivering your furnitureWe will extend this offer to you through 05/07/only and I prefer that you deal with me personally on this matterJust to make sure that you understand that this is not our policy and this is the one time exceptionThank you for your time and have a wonderful day

On the night B [redacted] and his wife visited Furniture Marketplace, we saw a couple that ARGUED over what piece or pieces to purchase and a couple in relentless attempt to negotiate a price that was unfeasible to acceptThere was NO jumping on any dealMind you, our salesman R [redacted] and I (R [redacted] store manager), willingly and pleasantly stayed past closing time to help facilitate their first time "furniture hunting" processNeither could agree on what piece or pieces to purchaseAfter a couple visits, the wife kept returning to one particular sofa, a top seller for usI enthusiastically informed them both, " this is an excellent choice, but unfortunately, selling the floor model sofa at the KILLER DEAL we are offering you, I would like to order the sofa because selling a love seat only, is impossibleI may have an additional set in the warehouse, but to be professional and correct, let me check our warehouse in the morning to make sure our inventory report corresponds." They both ACTED as if they appreciated the diligence and would look forward to our call in the AMI also explained that if our store failed to have an additional sofa, the ordering process is a 6-week wait because the company is a "build on order" companyI wanted to be absolutely transparent BEFORE taking their money for multiple reasonsNumber one, that is how we operate and that is how WE DO businessNumber 2, on the sales receipt and their invoice it DETAILS NO RETURNSAnd number 3, they were shopping us @ a competitor so I wanted their experience to be greatTurns out the additional sofa I hoped to have was a different colorWE CALLED FIRST to inform B [redacted] and his wife WITHOUT any pressure or " typical marked down salesman" approach, that we did not possess the correct inventory and it would be a to week wait for the sofaLater that evening the couple returns to the store to purchase the sofaUnfortunately, my candor was misconstrued about returnsBecause this deal had so many additional variables, R [redacted] and I both exercised caution and REPEATEDLY declared "THERE ARE NO REFUNDS" Their purchase date was on the 29th of December, Midway through January of the new year, B [redacted] calls the store to speak with R [redacted] about a refundHis preamble before flat out asking for a refund was, "I KNOW you have a no return policy, but I was hoping you can speak with your manager to see if there is anything the store could do to help out my situation." R [redacted] then comes to me with this informationI take the phone call and inform B [redacted] " I will work with youI will refund 75% of your purchaseWe pay taxes and commission from the dealThis is what I can do for you." The tone was informative and stern.Customer service was provided @ every angle for B [redacted] ; checking to make sure we possessed the inventory B [redacted] and his wife purchased, proactively informing the couple we did not have the product they wanted, illustrating it was a 6-week wait for the order, we would deliver their sofa for FREE and there are NO RETURNSUnfortunately, B [redacted] wants nothing to do with RESPONSIBILITYThis wasn't the GREAT AMERICAN STICK UP of a hard working AmericanThis is simply a story of someone who DELIBERATELY neglected VITAL information that was REPEATEDLY illuminated

Miss K***, This is R** C*** @ Furniture MarketplaceWe spoke on Monday October 16th in regards to an E*** M***Sometime in the 3rd week of September, I spoke to a woman who identified herself as the primary voice to E*** M***'s bedroom
purchaseShe detailed the issues and problems that had occurred with her bedShe also sent pictures of the damage upon requestAfter receiving the pictures, our technician promptly coordinated a day and time to observe the damage to her bed and then correspond the damage with the pictures that were sent, so the correct parts could be orderedUpon returning from the M*** residence, our technician described the issue and damage as "negligence" or "accidental"Not a manufacturer defectAshley Furniture provides our company with a year defect warranty with their merchandiseAs a store, we offer a year insurance policy to assist customers with replacing or fixing their product when the unforseen and the unpredictable happenThe insurance policy was never purchasedSo, I called her back to inform her that I had ordered the parts at NO ADDITIONAL charge and they were expedited to the storeI also explained there would be a nominal fee of $or $for laborShe was upset and agitated about the labor feeIn a polite and respectful manner I explained to her how and why ectIn the end, her bed was fixed without the labor chargeSo hopefully, we can mend this complaintThank you for your timeIf you have any additional questions or need additional information, call me 864.***.***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint.
Regards,
*** ***More than thirty (3) days of wasted time and effort to resolve this matter is more than anyone should require As I have been advised this is the way SOME businessesconduct customer serviceIf you order a product that the SALES REPRESENTATIVE advises you is "made in North Carolina" and it arrives and the Boxed Product is labeled "Made in China" you believe you have a misrepresented productThis EXACTLY what we received at our home on April 14th, when we were told this was the sofa we had ordered and they were just delivering it Upon entering the business to purchase a sofa, we told MR *** *** that we wanted a leather sofa that reclined Long story short, we looked at many very nice sofa's and eventually asked about the sofa (floor model) of one like we receivedAs I stated, we asked for a leather sofaMr *** said that he could make us a good deal with this modelIt arrived and we have endured the chemical odors and have arranged for this sofa to be inspected for chemicalsAfter we receive the certification of chemicals in the sofa, we will adviseThis could have been avoided with voiding the sale of the sofa and refunding our money ($684.50)Most return/cancellation policies at least allows you to see what you actually purchase and decide at that timeWe have concluded that enough has been said to conclude there is no satisfaction We will instead allow this to be concluded by public opinion and the satisfaction others receive

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  It is saddening that R** sees the need to repeatedly lie in hopes to sway the resolution in his favor. I was hoping that having a mediator, (Revdex.com), would keep this situation civil and professional. Unlike R**, I refuse to blatantly lie or exaggerate when explaining exactly what has taken place recently. R** stated "we saw a couple that ARGUED over what piece or pieces to purchase and a couple in relentless attempt to negotiate a price that was unfeasible to accept". That almost couldn't be further from the truth. My beautiful wife and I were very happy and excited in our very first hunt for furniture for our house, and while these times in life can have stressful moments, absolutely no arguments or hard feelings occurred. R**s interesting and highly exaggerated adjectives used in a desperate attempt to portray us as entitled and unreasonable is heart breaking. We explained what our budget was and what range we were willing to stay in upon meeting R[redacted] for the first time. He showed us the couch after many others despite the msrp price tag showing an amount slightly outside of our budget and after winning over my wife, he assured us the display price is never the final price and he would see what he could do on it for us. He gave us a number, and I explained it was still a bit higher than I was comfortable with spending. He asked what number I was expecting and I answered back with what I would be willing to pay and that it was no pr**lem there are many other choices out there. Wanting to bag the sale, understandably, R** and R[redacted] came up with the final lowest possible amount they would take and I agreed. I asked R** and R[redacted] what the return policy was, just in case we ran into issues fitting the couch in the planned space to which R** replied, 'once you put it in your house, you can't return it'. That is all, nothing more and nothing less. R** stated "Mind you, our salesman R[redacted] and I (R** store manager), willingly and pleasantly stayed past closing time to help facilitate their first time "furniture hunting" process." This is a misleading statement considering the fact that they and a few others, who I am not sure were employees or just their friends, were yelling at their Alexa device asking it to play various songs some of which were vulgar, well before closing time. We left right at their closing time. Very unprofessional, but we are very laid back people and didn't think too much into it.R** stated "I enthusiastically informed them both, "this is an excellent choice, but unfortunately selling the floor model sofa at the KILLER DEAL we are offering you, I would like to order the sofa because selling a love seat only, is impossible. I may have an additional set in the warehouse, but to be professional and correct, let me check our warehouse in the morning to make sure our inventory report corresponds." This is a very contradicting statement in many ways. We were not interested in the floor model because we were verbally told by R** that he has an extra set in the warehouse but it was too late in the day for us to take it home since the warehouse crew leaves much earlier than closing time but we could come back the next day and he would honor the deal. We agreed that it would be a good time to sleep on it and re-evaluate our budget and decide for sure by then. We came back the next day to go forward with the deal, but R** then explained to us that he made a mistake and his inventory did say he had a creme color model, but when he went to check, he actually had a gray one instead. We laughed and were bummed but R** and R[redacted] insisted that they could likely have one in by mid January, but it could potentially end up coming in later January at worst. We explained that we needed to discuss everything and would get back to them the next day. We had no furniture, but decided it would be worth the wait for just a couple of weeks. I called Furniture Marketplace to put half of the money down as requested by R** so he could place the order, R[redacted] answered the phone and told me the billing lady wasn't available at the moment and he would call me back in 5 minutes. He never called me back that day so I called first thing the next day and was able to provide my credit card information to put half down. I wanted to pay the rest in cash from gifts from family to help purchase the couch, so I made a trip to the store in order to pay in full. When I got there, R** informed me that he still had not placed the order because there were other things he needed to order from that company anyway, also telling me that he ordered the matching love seat 'just in case I end up changing my mind and wanting the love seat as well' and would place the order the next morning. He talked about the order as if he was already needing to put an order in for that couch and other pieces anyway so it worked out for him since his inventory showed that he had the couch but really didn't. If "...selling a love seat only, is impossible" I do not understand why he ordered one with our couch if he knew we weren't going to buy it.  R** said "...on the sales receipt and their invoice it DETAILS NO RETURNS." While this bit is true, I feel this isn't a valid policy since it was not mentioned or given to me in any way, shape, or form prior to me having paid in full, or prior to me telling them I needed a refund. It is understandable that I would not go searching for the return policy after the store manager had just verbally told me, or so I thought he had. This type of information should be given and gone over with customers before they pay, not after. R** also stated, "...R[redacted] and I both exercised caution and REPEATEDLY declared "THERE ARE NO REFUNDS." This is a bold and blatant lie. As stated above, not even a whimper of a hint of this 'policy' was communicated to us. R** stated "His preamble before flat out asking for a refund was, "I KNOW you have a no return policy, but I was hoping you can speak with your manager to see if there is anything the store could do to help out my situation." Yet again, another bold lie. Those words never came out of my mouth and putting them in all Caps will not change that fact. I called to tell Furniture Marketplace that I needed a refund considering the couch was not placed in my home, remembering R** verbally told me the return policy was that you cant return the couch after its placed in your house. R[redacted] did decide to vaguely and hesitantly tell me at that time that they don't do returns on special order items, which threw me off considering everything I've laid out here thus far. It seemed to me that there was a misunderstanding, so I requested to speak to R**, who was not working that day, so R[redacted] suggested I call back the next day to speak with R** which I did. That is when R** almost seemed to take offense to my requesting a refund and was very short and rude. I calmly explained that he nor anyone else from the company told me anything beyond "once it's in your house, you can't return it" expecting him to understand that he and his employee failed to communicate and be willing to fix their mistakes and make things right. Instead, R** persistently and sternly argued with me all the while making statements such as "i'm not going to go back and forth with you on what was or wasn't explained to you, this is the policy, you can take the couch or you can accept only a 75% refund." There was absolutely zero willingness to make things right for 1. making a mistake of telling us there was an available set in the warehouse, 2. delaying placing the order of our couch, 3. telling us the couch would likely arrive mid-Jan and then pushing the estimated arrival date out multiple times, the last being February, and 4. failing to provide vital information on the return policy when asked prior to paying.  I do not appreciate having so many words places in my mouth. A 'he said-she said' argument and consistently lying to strengthen ones argument to sway the mediator can make for a lot of confusion and headache. I am very disappointed in the lack of professionalism, lack of understanding, lack of integrity, and the arrogant demeanor displayed from a business that claims to provide customer service at every angle. This has become an unnecessary, long, and drawn out process but could have been solved with actual customer service by compensating the customer for the multiple mistakes made by simply offering a full refund on good terms.
Regards,
B[redacted] L[redacted]

On the night B[redacted] and his wife visited Furniture Marketplace, we saw a couple that ARGUED over what piece or pieces to purchase and a couple in relentless attempt to negotiate a price that was unfeasible to accept. There was NO jumping on any deal. Mind you, our salesman R[redacted] and I (R** store...

manager), willingly and pleasantly stayed past closing time to help facilitate their first time "furniture hunting" process. Neither could agree on what piece or pieces to purchase. After a couple visits, the wife kept returning to one particular sofa, a top seller for us. I enthusiastically informed them both, " this is an excellent choice, but unfortunately, selling the floor model sofa at the KILLER DEAL we are offering you, I would like to order the sofa because selling a love seat only, is impossible. I may have an additional set in the warehouse, but to be professional and correct, let me check our warehouse in the morning to make sure our inventory report corresponds." They both ACTED as if they appreciated the diligence and would look forward to our call in the AM. I also explained that if our store failed to have an additional sofa, the ordering process is a 6-8 week wait because the company is a "build on order" company. I wanted to be absolutely transparent BEFORE taking their money for multiple reasons. Number one, that is how we operate and that is how WE DO business. Number 2, on the sales receipt and their invoice it DETAILS NO RETURNS. And number 3, they were shopping us @ a competitor so I wanted their experience to be great. Turns out the additional sofa I hoped to have was a different color. WE CALLED FIRST to inform B[redacted] and his wife WITHOUT any pressure or " typical marked down salesman" approach, that we did not possess the correct inventory and it would be a 6 to 8 week wait for the sofa. Later that evening the couple returns to the store to purchase the sofa. Unfortunately, my candor was misconstrued about returns. Because this deal had so many additional variables, R[redacted] and I both exercised caution and REPEATEDLY declared "THERE ARE NO REFUNDS".  Their purchase date was on the 29th of December, 2017. Midway through January of the new year, B[redacted] calls the store to speak with R[redacted] about a refund. His preamble before flat out asking for a refund was, "I KNOW you have a no return policy, but I was hoping you can speak with your manager to see if there is anything the store could do to help out my situation." R[redacted] then comes to me with this information. I take the phone call and inform B[redacted] " I will work with you. I will refund 75% of your purchase. We pay taxes and commission from the deal. This is what I can do for you." The tone was informative and stern.Customer service was provided @ every angle for B[redacted]; checking to make sure we possessed the inventory B[redacted] and his wife purchased, proactively informing the couple we did not have the product they wanted, illustrating it was a 6-8 week wait for the order, we would deliver their sofa for FREE and there are NO RETURNS. Unfortunately, B[redacted] wants nothing to do with RESPONSIBILITY. This wasn't the GREAT AMERICAN STICK UP of a hard working American. This is simply a story of someone who  DELIBERATELY neglected VITAL information that was REPEATEDLY illuminated.

I've scanned and attached all paperwork received from Furniture Marketplace as requested, thank you.

Hello this is [redacted] the General Manager at Furniture Marketplace. I understand your concerns about the product that you purchased from our store. We have had no issues with our furniture being caustic"able to burn or corrode organic tissue by chemical action". We do a lot of business with [redacted]...

furniture company and haven't had one issue besides this complaint. I'm apologetic if you ordered a product from us that was available for you to test while you were here in the store and you decided not too. Our return/cancellation policy is "24 hours from the time of purchase" not when the furniture is delivered to your home. As far as the "crafted in the U.S.A", that is a complaint that you need to take up with [redacted] the company. The way that we interpret that message is that the fabric and foams are shipped from overseas and crafted into a sofa here in the U.S.A. I just wanted to clear those two things up before moving forward. We will let you exchange the product for a sofa of equal or greater value. You will have to pay the fee to have it delivered again and the existing one picked up. That amounts depends on the price point of the new furniture that you pick out. The product that you have in your home is made of polyester. I suggest that if you decide to re-select another sofa that you pick one that is Leather. The starting price point of leather reclining sofa's are $1199 or so, just to give you a heads up. You will be able to use the $575 + 6% tax= $609.50 towards the price point of what you pick out. The $75 delivery fee  that you paid went to a third party company for delivering your furniture. We will extend this offer to you through 05/07/16 only and I prefer that you deal with me personally on this matter. Just to make sure that you understand that this is not our policy and this is the one time exception. Thank you for your time and have a wonderful day.