Furniture & Mattress Gallery

Complaint: [redacted] I am rejecting this response because: We will be pursuing this matter in Special Civil Court Regards, [redacted]

Our company received a request for a bedroom set manufactured by Home EleganceOur repeat customer came from the manufacturer's warehouse and stated they wanted to purchase the Palace Collection: Queen Bed, Chest, Night Stands and a Media ChestOur company took the order for the customer on May
25,We placed an order for the bedroom set via telephoneUpon paying for the bedroom set and picking it up from the manufacturer, we noticed it was in a cherry and not a white washImmediately upon receiving the wrong merchandise, we called the manufacturer who told us, "the bed is not in production and the only available piece is the night stand." We told the manufacturer we will wait until the bed, media chest and chest are produced before picking up two night standsThe manufacturer did not have an ETA and couldn't promise a dateWe went back and forth with the manufacturer, sales representatives and other warehouses globally in attempts to find the pieces, the customer claimed they saw in the Home Elegance showroomAfter speaking with the Sales Representative and asking if we could get a deal on the pieces in the showroom he stated they do not have white wash in the showroom, only a night standThe customer's entire family has purchased from our company since the opening of our business, so when our customer came in requesting we deliver the cherry set until the white wash comes in the owner went against our policies and delivered the cherry setThe customer requested this as they were getting married the first week of JulyWhen they returned from their honeymoon we received notification from Home Elegance they would not be producing the white wash set because China cannot get the stain right on the bed, we had the Sales Representative call to explainImmediately upon notification of the set not being produced in this color, Furniture & Mattress Gallery told the customer to choose anything else they would likeTwo months later, at the end of October our customer came in inquiring about a set from another manufacturerWe did not have an account with the manufacturer, however contacted them to determine the local Sales RepresentativeThe company does not provide pricing until the financials and certificate of authority are completedWhen this process was explained to our customer this was unsatisfactory, non-comprehensible, aggravating and the customer let us know verballyOnce the financials were approved, our company gave the customer a written quote for the cost of a Queen Poster Bed, Night Stands, Media Chest, Chest, Dresser, Mirror of solid wood, genuine marble and constructed in the USAThe customer than stated our price was higher than two other stores (who do not carry this manufacturer and have no access to pricing) however couldn't provide a paper quote when requestedThe quote the customer stated two other stores furnished were not on paper and below the cost of the bedroom setWe have documented the evidence from the e-mail transmittances, a letter from the first manufacturer stating the bedroom set never hit production and from the second manufacturer outlining their policies on pricing and securing businessWe have also enclosed a copy of the least expensive set from this manufacturer on an online storeOur customer told us that a queen poster bed, night stands, media chest, chest, dresser, mirror was for $3,which is below cost of the setThe mailed in response will contain the actual documentation to support this rebuttal

Per order# *** customer purchased a bed on 12/09/2014, customer advised us of issue via email on 01/11/*** *** did not purchase an extended warranty is only bound by a manufacturer day warrantyAfter reviewing photos of emails received we advised customer that the damage seems to be
that of misuse not of manufacturer defectThe warranty as stated to *** *** and as well as is on her purchase receipt will only cover manufacturer defect, not the abuse and or misuse of productThe photos show that the center of the rail was used as step for that reason there is a crack on bottomIn an attempt to assist the customer we advised *** *** we will exchange the claimed damaged part but she needs to bring the damaged part to store and wait hrs for exchangeWe additionally advised *** *** if she required a technician to go to her House for replacement there would be a $service fee, which she declined to payWe are still willing to exchange the part for the customer as long as she brings damaged piece back to store, we delivered her order on 12/09/and it was signed for as received in good conditionThe product was delivered and received and signed for without issueAgain we are willing to assist customer she can bring piece to store for exchange and or Pay $for technician

Our customer ordered furniture that was made in the USA.  Customer signed the contract that special orders cannot be cancelled.Furniture & Mattress Gallery did not misrepresent any product.  The customer agreed to what they were purchasing.Customer called a couple of days later and...

said, "they ran into financial hardships and wouldn't be able to afford the purchase."Our company went against our store policies and provided a refund for Mr. Jafi.Thank you,Furniture & Mattress Gallery

Complaint: [redacted]
I am rejecting this response because:
We will be pursuing this matter in Special Civil Court.
Regards,
[redacted]

On September 15, 2015 our customer bought various merchandise from our gallery.  Our customer paid $839.00 for a sofa, made in the USA, from a company that has been in business for over 50 years.After the standard one year warranty, parts, service and warranty information is determined by the...

manufacturer. The customer did not purchase additional insurance.  This is a repeat customer of ours andwe went out to her house to inspect the sofa. We do not sell subpar furniture, we sell only industry approved, tested and certified, we sell for less because we are family owned and work on a lower profit margin.We have a low overhead and this is how we beat any price guaranteed.We've sent a copy of this letter to the manufacturer and have placed a call with the Sales Person of this line to further remedy the situation.Again, as stated in the complaint, the sofa has no known damage to the frame and the construction, this is the reason why the manufacturer has denied a replacement request.We do not refund, or accept returns on used furniture for more than a year. Thank you,Alexis P[redacted]

Our customer purchased a TV stand and declined delivery and assembly charges.The customer stated, "that he would assemble the television stand himself."Our store policy is: no exchanges or refunds on merchandise that is picked up and assembled by customer. Regretfully, our customer was incapable of...

assembling the television stand himself, our General Manager offered our service for free.The customer declined this option.  At this time, we stand by our policies.  No returns or refunds on items picked up by customer and improperly assembled.The store is still willing to re-assemble the stand for free for the customer.  However we would not be able to accept a return.

Thank you for the information.  The warranty for cushions is actually five years.  We apologizeif you felt you were getting the run around, as we have to wait for the manufacturer to respond to us.Unfortunately returns, repairs and authorizations must come from the manufacturer, when the customerdoes not purchase additional insurance.Per our conversation via telephone, we have obtained your serial number and appreciate yourcooperation.  The manufacturer will be drop shipping new cushion and coils to you.Thank you,Alexis

Complaint: [redacted]
I am rejecting this response because: the glass t v stand was build right. the glass t v stand legs are defected and the glass t v stand with the t v on it will not stay up right due to the bottom cups that are used as legs of the glass t v stand and falls over with the t v on it the last time.  it fell over on my 8 month old granddaughters playpen this is not right the information the store give you is not true. they never ask me to put it together I do that for a living.  I do not need a replacement I build my own I am a builder. the first time I call the store talk to jimmy was to let him know about the paper direction was hard to see it was a copy of a copy poorly done. when I ask the store for a copy of my receipt they give my a hard time and told me that it a store policy that they do not send out copy of receipt that's bull I feel this store policy need to be look into and see if they are against the law.  I would like my money return $ 181.89.
Regards,
[redacted]