Furniture Outlet

The customer did not choice a bed as you can clearly see on there screen shots there is no price on the bed.  There screen shots are altered as there receipt shows only 2 night stands.  Screen shots are not a receipt and there receipt of purchase shows 2 night stands.  Altering images to try and steal a queen bed that they clearly did not pay for and is not on there receipt.

Company states: She ordered a love seat which is a single bed. The customer was not sure about the size. Six months later she comes back and says that I cannot fit more than two people in the single bed. She signed and agreed to the invoice.

The customer purchased more than the bunk bed and the other items were assembled the customer refused the bunk bed setup but as pieces were assembled the customer is not due a refund.

Review: I am 53 years old with medical issues I am on medication I'm on SSI but on August 24th 2015, I went to the furniture outlet and I spoke to [redacted] he asked me how much was I willing to spend?? I told him I didn't know that I needed to talk to my husband about it he hat he asked me well what do you think he would allow I Guess timated maybe $2000??? he ouiky walked me around the store and showed me a kitchen table plus a couch and two recliners as he wrote up the sales receipt I told him again I'm not sure if we could afford this because we just moved into our new house in September he told me no problem I'll work with you make cheap for you and asked me to give a deposit so I gave him 10% of the cost he told me if my husband did not like his price he would willing to work with us to bring it down the day came when I took my husband and he looked over the furniture and seeing that I was being taken advantage he would not bring the cost down after telling me that he would so we told him then we cannot buy if you can't bring down the price everything he showed us was too expensive so now we ask for our money back he said no that we have to have store credit everything he showed us on the floor that was $ $300 and up they all have scratches scuffs on them or they were very flimsy I don't know what to do I am on a tight income thank you [redacted]Desired Settlement: My desire to resolve this situation would be that he give me the $200 back I would have been willing to work with him by getting something that was for $200 plus tax not $300 and up so unfair

Review: Bought 2 chaise lounge chairs with built in Bluetooth speakers.we were looking for couches with chaise lounge,salesman talked us into buying 2 chaise lounge chairs out of a catalog.I paid $720.they were delivered a few days later,the chairs are very uncomfortable for me and impractical,the salesman also said the chairs were American made,I dont think that's true.I asked for refund even store credit,he refused.there's nothing he can do?Desired Settlement: I don't want the same chairs I want something I can actually sit in and enjoy,not hate.

Business

Response:

Company states: The consumer signed the agreement policy that there would be no refunds or returns. The product was delivered as agreed upon. I have included the signed agreements.

Review: I purchased a love seat/sleeper from [redacted] at the Furniture Outlet in Sacramento, CA. He did not have the exact piece on the floor. What he had was the love seat without the sleeper. I was concerned that the bed would be too small to comfortably sleep two adults. Since there were none in the store I could not judge for myself. Repeatedly I asked [redacted] if the mattress was a twin or a double. He would not answer the specific question. He would just say that it would sleep two adults comfortably.When the item was delivered and unwrapped, we found that the mattress is maybe as big as a twin, certainly not a double. One adult could barely sleep on it comfortably. When I called and asked him to take the love seat/sleeper back, he told me it was a special order so it cannot be returned. It says so in the purchase contract. But the purchase contract is for a love seat/sleeper he described as having a bed big enough for two adults. So he did not hold up the front end of the deal. But hes trying to enforce the back end. It seems to me that once he has failed to deliver what he said he would deliver he cant hold me to the non-refundable clause. Its not like I changed my mind or don't like what I ordered. Its that he didn't deliver the item he told me he would deliver. But if you ask him now, he will tell you that he told me that all love seat/sleepers have twin beds. He absolutely did not. I would have left and gone somewhere else.Desired Settlement: I would like either a full refund. Withholding delivery charges is something I would agree to. Or I would like a refund of at least 50% of the full purchase price and store credit for the remaining amount.

Business

Response:

Company states: She ordered a love seat which is a single bed. The customer was not sure about the size. Six months later she comes back and says that I cannot fit more than two people in the single bed. She signed and agreed to the invoice.

Consumer

Response:

I have just tried twice to resend my response to you. The first time, when I hit response, there was an error. Something about a product call AJAX which I think id \a file importer. it didn't like my login. Then the Revdex.com website sent my an email to allow me to log in. I entered everything again, pressed Proceed and got error 404, file not found. I have to assume that is in reference to the files I attached. I want to get this back to you in the five days you've given me, but am finding it very difficult. Is there a phone number I could all for assistance or could someone call me to help. This is quite important to me. Thanks, [redacted]

Consumer

Response:

I would like to start with the first statement on the business’s response. “She ordered a love seat which is a single bed”. It’s true that I did order a love seat. However, [redacted] told me the bed was big enough to sleep two adults comfortably and would not tell me the size of the bed. Next he says that I waited six months before I contacted him saying I could not fit “more than two people… “. I have attached a screen print of my cancelled check used for the purchase. You can see that the purchase was made on March 27, 2015. My phone log shows that I first contacted the store about this on April 27, 2015, but [redacted] was not working that day, but did get in touch with him the next day. I have attached a screenshot from my cell phone showing the times I called the Furniture Outlet. In conclusion, I was not given accurate information about the bed inside the love seat. As a result the love seat that was delivered does not meet the specifications [redacted] had described to me and for which I signed the contract.

Review: We bought a bed and box springs the frame to big. I fell out of the bed & had surgery on my right foot breaking my bones. Desired Settlement: Please help us in this matter. Consumer states that this was not the the mattress that they bought. The mattress provided was too high and the consumer would like it replaced or the money returned and mattress taken back. Consumer was willing to pay the difference but the business hung up on them.

Review: I purchased the Tempupedic mattress which will come with 2 extra soft small pillows. I had specific mentioned to the sale person that I needed the extra soft pillow and small size since I had bad experience with the 4 big size tempupeudic pillow that I currently own.The order came 2 small pillows with medium softness. I came to the store to exchange. The pillow was not use at all. It was forgotten in the closet for 3 weeks since the date of dilivery. I was super busy with the moving in and kids and new school for kids; and I was totally forgot about the pillows exchange. I brought the pillows back and asked for the exchange, the sale associate was mean and told me to contact [email protected]. I emailed them on Oct 3rd and they haven't answer. I also called the store and ask for help again couple times in San Diego and Orange county, and no one answer my request. I asked to speak to the manager, the sale associate said there are no number for manger or people who process returns.

Today I resent my email a few times and they finally return email : "You received the FREE pillows you signed for and your FREE pillows are not exchangeable" and "You have had and used the pillows for over a month FREE pillows are not exchangeable". They never inspect the pillow and how would they asume that I had used it?

I am very upset at theirs sale and exchange practice.

Please help me resolve this issue. Thank you .Desired Settlement: I just need the pillow to be exchange to extra softness.

Business

Response:

The customer was given FREE pillows as part of there purchase. FREE items are not returnable or exchangeable.

Business

Response:

FREE items are not exchangeable.

Review: The sofa I ordered was made wrong. The design was to have 3 matching pillows so that all 3 could be changed for better wear. They made 3 pillows but the two end ones were made in a t-shape. This makes the sofa too modern and won't allow me to use the pillows as my order stated. I have the original drawing by the salesman and have talked to [redacted], the manager, even showed him a picture of what was made. They are saying it was made to order but this is not correct. My original order was for a 100 inch sofa and I did go back in to change that to a 93 inch but NEVER made a change in the pillow design. I did all of this in front of my friend and she clearly remembers this issue as well.Desired Settlement: Remake my sofa the way I said I wanted, designed with the salesman and paid for.

Business

Response:

Item is a custom sofa and was made correctly.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

Thank you for your reply and no this is not settled. The sofa I ordered with three matching seats has not been corrected. I have the drawing from the salesman and have sent you the picture to show the two end seats were made in a t shape. This won't allow me to rotate all three seats for proper use. I have not heard back from [redacted] with the owners name or phone number. To spend almost $1,000 for a sofa and wait 4 weeks longer than I was told it would take shows to me a lot of shall I say very unprofessional manner. I want the sofa I paid hard earned money for to be made as I ordered.

Review: Picked up a partial ordering on July 6 , and upon pick up the package was unsealed and open. Sales associate [redacted] stated it was inspected to ensure all items were available and ready. We. We returned home, there was a 12" scratch and chip. We noticed the business immediately that following day, and informed us to contact there complaint department with photos of the product. We have not heard from them and no response back from anyone via email or phone.Desired Settlement: A big inconvenience, needs to be corrected and they need to contact their customers immediately. This company is not one to represent any other business.

Business

Response:

Delivery company will be contacting customer to schedule a time to swap out the item.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

You will deliver my furniture, and refund me an amount for the inconvience.

Regards,

Business

Response:

We will be swapping the damaged item for the customer.

Review: I went to this merchant website at http://www.furnitureoutletoc.com/ and found a queen bed and 2 night stands to purchase. I then added them to my shopping cart and paid a total of $1321.98 for the items to be delivered to my house. After not hearing anything back for about 2 weeks I called in to check on the status of my order. They told me they didn't have my phone number and my 2 night stands are ready to be delivered anytime I want. When I inquired about my queen bed, they replied there is no queen bed on the order. Why would I buy 2 night stands and no bed???!!! I have screenshot of my shopping cart with the bed and nightstand selection showing the total and the order checkout page as well as my transaction statement to prove I ordered the 3 items.

But they are denying the order and saying maybe there was a glitch in their website but there is no bed with the order and if I want the bed I have to pay another $1000. So after waisting 2 weeks waiting for my bed set they are not honoring the order and they refuse to even give me a full refund of my money. They say my options are to pay them additional $1000 or get a %70 refund. This is clearly a scam business.Desired Settlement: I would like them to honor what they advertise on their site and my order which I have been waiting to receive all this time.

Business

Response:

Customer only purchased 2 night stands and only paid for 2 night stands. The items are ready for delivery and the customer now is demanding a $1100 bed for free. As outlined in our terms the customer agreed to at checkout all sales are final no returns, no refunds, no exchanges. We have offered the customer a refund minus a 30% restocking fee to cancel the order. The customer is trying to scam a free bed which he did not pay for. He can take delivery of the 2 night stands he paid for our be refunded minus a 20% restocking or pay for the bed and have the bed and night stands delivered.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.The business is who is misrepresenting and scamming users into thinking they are buying something and then coming back and telling them they have committed into buying something else that they can't get out of without paying a penalty. Please see the following urls for the screenshots of what I chose to purchase and what the business is claiming I have committed to buying:

Review: I purchased a sectional couch and chairs and have only received damaged items. There have been 2 attempts to fix the problems but new issues keep coming up with each fix. They are sending couch out again for 3rd attempt of repairs. 3/9/14 order couch and chairs 3/28/14 couch delivered but not unpacked missing pillow and chairs. Called store regarding damage seat on couch that slopes forward toward floor. 4/11/14 repair tech sent to home but could not fix problems. I did receive missing chair but pillows still missing. 4/12/14 Couch returned to manufacture. 4/18/14 Couch returned to store. Went to store and found couch to have major issues. fabric damaged, couch cushions not the same height on the couch, gap in back pillow that is sewn into place. (PDF file with pictures attached)Not sure if couch is the same height as sectional return. Furniture Outlet sending back to manufacture for 3rd attempt to correct issues. Told store I wanted a full refund this is unacceptable. These attempts to repair a new item is getting out of hand. I demanded a full refund - [redacted] (store manager)informed me he had to follow up with management. I asked for telephone number or corporate address. [redacted] said there was none and only gave me an email address to sales department. [redacted] informed me he would follow up with owner on my request. [redacted] at Furniture outlet informed me they are sending couch out again and there would be no refund. He will call when couch comes back to store. He also informed me it took 5 or 6 attempts to correct something.Desired Settlement: Refund 100%

Business

Response:

The pieces is being repaired and will be ready wednesday. As this is a custom sofa that was made specifically for the customer the item is not returnable and as described in our terms signed and agrreed to by the customer it is non returnable and no refunds the item will be repaired and available for the customer.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.The item was brand new and made incorrectly. This is the 3rd attempt to correct issues. The store has not provided what I purchased. They have failed 3 times to provide me with the item showed on display when I purchased the sectional. I request a full refund

Regards,

Business

Response:

The item is a custom made piece and as signed and agreed to by the customer non returnable and non refundable. The item will be ready today for the customer.

Review: BRIEF DESCRIPTION OF ISSUEOn Thursday, January 12, 2012, [redacted], (consumer), visited the Furniture Outlet store, (merchant), DBA, [redacted], to look at three items also found on their website: 1) Cleo Queen Bed, 2) Marissa Reclining Sofa, and 3) Ten-inch Memory Foam mattress. Ms. [redacted] was told that if she ordered that day, Thursday, January 12, 2012, all three items would arrive in San Diego by Wednesday, January 18, 2012, and she would be called that day so that the delivery could be scheduled soon thereafter. Ms. [redacted] was not contacted as promised, and on Jan. 20, 2012, she cancelled the order, having never received the merchandise, nor any information regarding the merchandise. Ms. [redacted] was put into a situation of extreme duress by terms of the agreement to purchase from Furniture Outlet, DBA [redacted]. The terms and conditions unfairly place the full burden of the risk, inherently found in any heavy, bulk-item transaction, on the consumer; It would be impossible for an average person to deduce their full impact in a single read at the time of transaction. The terms attempt to strip the consumer of all reasonable protections found in consumer law, to evade responsibility for damaged goods or mistakes in orders, and to ignore established practices of fair-business dealing in retail sales transactions, such as, the right to inspect merchandise, right to refuse damaged merchandise, and to full identification of merchant and product manufacturer. FACTS OF CASE:The merchandise (furniture) order was cancelled and the products were never received.The products were not custom, as falsely claimed by the merchant. All items, the Cleo Queen Bed and the Marissa Reclining Sofa, and 10-inch Memory Foam mattresses were purchased exactly as displayed on the merchants website with no changes or customization of any kind, not to fabric, size, color, or any other change requested. (see copies of product pages from website, pdfs attached, links below).Furniture Outlet website: Cleo Collection 300244 Wing Style Storage Queen Bed, http://furnitureoutletoc.com/index.php?p=product&id=937 Marissa Collection 600317 Reclining Sectional with Chaise, http://furnitureoutletoc.com/index.php?p=product&id=926 , 3) 10 inch Memory Foam Mattress, http://furnitureoutletoc.com/index.php?p=product&id=808 oThe merchants claim that all of their products are 'custom', even when not customized in anyway, is in violation of the State of California Bureau of Home Furnishings and Thermal Insulation, Rules and Regulations, Section 1310,"Custom Made": No article shall be advertised by means of the terms ''custom made,'' ''custom-built,'' ''custom-grade,'' ''made-to-order,'' or any term of similar import, unless the article has been or will be made to the order and specifications of a particular ultimate user. An article does not meet the requirements of this section merely because the customer has a choice of coverings. Note: Authority cited: Sections 19034 and 19088, Business and Professions Code. Reference: Sections 17500, 19010.1, 19150 and 19210, Business and Professions Code.Buyers signature to the purchase agreement was obtained under false pretenses, through fraud, by inadequate disclosure of relevant and important commercial information which the buyer should be aware of before entering the transaction: (For example, buyers understanding that mattress had a 10-year warranty, reasonable consumer expectations for right to inspect merchandise prior to acceptance, right to refuse damaged or incorrect merchandise, and that the delivery company would be professional, licensed, insured, and capable of assembly of merchandise.)Merchants website refers to a 10-year warranty for the mattress (see attached). After the sale, when I inquired about the manufacturer of the mattress, I was told that they do not identify the manufacturer; then how could there be a 10-year warranty from an unidentified manufacturer? The merchants website misleads the buyer into thinking the mattress has a 10-year warranty, (see copy of page from website attached 10inchMemoryFoamMattress.pdf).The terms and conditions of the contract are procedurally and substantially unconscionable, unfair, unreasonable and intended to create an unfair balance of power against the consumer by the use of terms that:1.Are weighed against the weaker party, the consumer, attempting to negate consumer protection laws.2.Remove the consumers meaningful choice about whether and how to enter into the transaction by the technical wording of the document which is in conflict with other information on the website, and statements made by employees, whereby no consumer could measure the true impact of the terms of the agreement during the initial setting of the transaction.3.The terms leave the consumer under-represented; Furniture Outlet, the dominant party, seeks to vary the nature of the relationship so that it is more favorable to themselves and conversely, affects the viability of the consumer, the weaker party.4.The terms and conditions of their contract are unreasonably favorable to Furniture Outlet, which impairs the integrity of the bargaining process and contravenes the public interest.5.The terms and conditions of their contract attempt to alter in an impermissible manner the merchants fundamental duties otherwise imposed by the law and seek to negate the reasonable expectations of the consumer.6.The contract is both procedurally and substantively unconscionable because it unfairly and unreasonably employs harsh contractual terms which benefit the drafting party at the other party's expense.7.The terms and conditions of their contract take advantage of or surprise the consumer when applied to the implementation of the transaction; for example, warranty, delivery, right to inspect prior to acceptance, right to refuse damaged merchaDesired Settlement: My credit card company, [redacted], reviewed the transaction in great detail and cancelled the transaction. However, this company continues to bill me for products never received, and charging interest and fees for products they never delivered. The company simply needs to cease and desist from they attempts to collect for products they never delivered. The company relies on fraud and trickery to conduct their business. Consumers should be protected from this company's unfair business practices.

Business

Response:

Customer called to cancel order hours before delivery as outlined in our terms and signed and agreed to by the customer ALL SALES ARE FINAL, NO RETURNS, NO REFUNDS, NO EXCHANGES. As the items had been transferred and delivery cancelled less the 24 hours before delivery the customer is responsible for restocking fee and delivery charge.

Review: I took delivery on a sofa today 3/18/14

I told the driver the color did not match the swatch at the store.

He refused to take the sofa back and directed me to call the store. I did, [redacted] at the store told me to get pictures.

I emailed him pictures from home but went to the store for comparative pictures

I went to the store with my new sofa cushion (the branch near my home) My sofa was delivered from this store 6331 University Ave San Diego 92115.

I wanted to get pictures of the store color swatch with my sofa cushion as a comparison.

When I was about to take a picture [redacted] who works there ,grabbed the cushion and swatch while I was trying to get a picture off.

He stopped me before I could take a picture.

I got a quick shot off but it was after he had moved the cushion and swatch. He did not permit me to take another picture

Nevertheless the photo I have shows the swatch to be significantly different than the cushion

The swatch, the color I wanted, is more of a grey. The delivered sofa is more of a khaki.Desired Settlement: Either a refund or an exchange.

Business

Response:

The customer ordered a custom sofa and we have pictures with the swatch and cushion from customers sofa showing they are the same color.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

Regards,

[redacted] at the store physically prevented me from taking a good photo of the swatch he presented.

This is not acceptable customer service

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Nevertheless the photo taken doesn't match.

The sofa I ordered was grey not Khaki

Included is a photo of swatch before the purchases.

Business

Response:

The photo of the swatch and the customer cushion match.

Review: invoice no [redacted]. We purchased a bunk bed on November the 11th. We paid for delivery and assembly of a bunkbed for my son. An extra $50 was paid for assembly. [redacted] failed to deliver the bed at the time scheduled on November 24th between 2 and 6 PM. Instead delivering at 9:30 pm. At that point, it was too late to assemble, and they refused to come back the next day. I asked for a refund, since I would be assembling the bed myself. I have called [redacted] many times, and written 3 emails to their sales email address. I have yet to hear a response or a resolution to the matter.Desired Settlement: A refund of the $50 fee paid for assembly of a bunk bed, a service they failed to provide.

Business

Response:

The customer purchased more than the bunk bed and the other items were assembled the customer refused the bunk bed setup but as pieces were assembled the customer is not due a refund.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

Wycke's Furniture is flat out lying. The other items they delivered were a couch and a sofa that did not need assembly. The $50 I paid was for the assembly of my son's bunk bed. I did not refuse to let them assemble it. [redacted], their delivery manager, told me at the time of delivery that it was too late to do the work at 9:30 PM. Their delivery driver was over 3 hours late and it would take 2 hours to assemble and he wasn't paying them overtime. [redacted] said they were booked up the next day, and wouldn't be able to return until next week. I told [redacted] that was unacceptable, as my son needed a bed to sleep in. I was forced to assemble it myself, rather than have my son sleep on the floor. So I asked [redacted] right then to refund me my $50. [redacted] rudely told me that "he wasn't going to discuss this right now." And then proceeded to blame his overworked delivery drivers.

Review: I recently purchased multiple furniture items from Furniture Outlet-Miramar.

The items that were supposed to be delivered on the first week of August was delivered on the second week. One of the items, dining table, was said would be delayed and will be delivered on the 18th of August.

While delivering the items, some of the items were damaged and some were not properly installed (the dining chairs wobbles and are not labelled). I made it clear during the delivery and also sent and email to Furniture Outlet's customer service.

No on responded for a week and the dining chair wasn't delivered on 18th as was promised.

I already have called them multiple times and they say they are in the process to deliver the dining table and fixing the chairs and replacing one of the damaged furniture piece. At this point I am willing to send the chair back to them and buy it from somewhere else as my family hasn't been able to use the dining table for so long which has been a major inconvenience after paying such huge price for the furniture.

The sales representative keeps telling me to contact the customer service through emails, which never gets responded.

At this point I can't buy a new table from somewhere else as i've already paid for one. Also the damaged furniture needs to be replace or I need a refund.

Business

Response:

As the customer states we are in the process of taking care of the issues and swapping out the items.

Review: I [redacted] purchase a bedroom suit from the VIP furniture outlet aka [redacted]'s furniture outlet on 3/16/2014 for $1250.00. I was told that all items I wanted was in stock and available for delivery asap. However, the store is closed on Saturday and I work Monday thru Friday and only off on the saturday and sunday. So I was told that the furniture would be delivered on Sunday 3/24/2014. I didnt pay full balance I paid Vip/[redacted] furniture outlet $900.00 by check that day and check cleared next day. I asked if I could pay the balance on delivery but was told no and that I would have to come back to store to pay balance. I called Friday 3/21/14 to make sure my delivery was set up and was told no deliveries was set up for sunday and that they didnt deliver on Sundays. Totally different story from when I first came to them. I took off Monday from work and went to Vip/[redacted] furniture on sunday and paid the balance of $350 on sunday 3/23/14 and got a delivery time for 12-4pm on Monday. However I got a call from sale person asking me to go to the bank and get the cash and they will give me my check back and they was not delivering any furniture until I did so. I never had a store ever call and ask something like that from me before. I told them no and then all hell broke loose they started telling me off and about pass experience with other customers and that they was not going to get burned again? I was confused and very upset mainly because they already had $900 of my money and they telling me they not deliverinng til check cleared which they never deposit til later that day and cleared today 3/25/14. The way they handled business was not right and I still dont have all my furniture I ordered or a reasonable delivery date. My balance is paid in full.Desired Settlement: Would like the rest of the furniture I paid for and ordered. I will never shop with VIP/[redacted] furniture outlet again

Business

Response:

Handwritten response