Gallery Furniture LLC

This customer purchased an Ultra Comfort PLLift Recliner on March 1st of In October of 2014, the motor had quit working, so instead of making them wait for parts to come from the east coast, we replaced the entire chairThe chair we picked up from the customer home was in such bad shape,
we had to take it to the dump to dispose of itIn April of this year, the customer called and said a button on the remote quit workingI let them know, at that time, that the manufacturers warranty has expired, but I could still order them a remote for $and it could be here in about weeksThey did not want to have to buy a part and said that they would let me know if they wanted me to order one for themOn May 13th, the customer came in wondering if the remote had come inI let them know again, that replacement parts must be paid for in full, prior to ordering from the factoryAt that point we ordered the remoteThe new remote arrived two weeks later and was picked up by the customerAll they need to do us unplug the old remote cord from the motor and simply plug the new one inA few days later, the customer called and said their son came over and installed it for them, but it doesn't workI scheduled our delivery crew to stop at their home and figure out the problemOur team was out and reported to me that someone has taken apart the control box and looks like someone tried to re-wire itThe control box was no longer attached to the bottom the the chair, all of the clips that hold it in place have been broken off and it was just dangling underneath the chairIf the chair's two year warranty on electrical parts hadn't already expired, any repairs attempted by unauthorized representatives would've voided the manufacturers warrantyWhen I spoke with Mrs*** after our guys looked at the chair, she told me that her son had tried to repair it after the button on the original remote wand quit working properly before they ordered the new oneThere is only one Factory Authorized Repair Technician in the Portland area, and I'm certain that he is not Mrand Mrs*** sonUnfortunately They will need to have The Ultra Comfort Technician repair the chair and they'll have to pay him for the labor chargesI can order any parts that they may need, but since the factory does not send them free of charge to us, they will need to be paid for at the time of order.
We always try to take care of all of our customers to the best of our ability and are willing to help this customer as wellThey may contact me, and I can get them in contact with the repair technician that can re-build the electronics in their chair
Sincerely,
Taron G***
Operations Manager
Gallery Furniture - Clackamas, OR

Complaint: ***I am rejecting this response because:Sincerely,*** *** **

This letter is in response to complaint ID [redacted] from,[redacted]E-mail: [redacted]Purchase date: 9/29/2013Invoice: [redacted]Product: 2 Adjustable bed frames with two mattresses / Sofa, Loveseat, Chair / Occasional tablesInvoice total:  $11,141 –...

($5,398) refund = $5,743 Customer was allowed to return his 2 Adjustable bed frames with two mattresses which was delivered to customer approximately 1st week of October 2013  at the end of October Gallery Furniture returned to customer's home and picked up bed frames and mattresses. Customer was refunded his full purchase price of $5,398 to his [redacted] 1 year same as cash account that he had financed through.   Gallery Furniture’s return policy as noted on his signed invoice states that after 3 days there would be a 15% restocking fee that Gallery Furniture wavered this fee for customer. Gallery Furniture can find no record of customer calling store in 2014.  March 2015 [redacted] called Gallery Furniture because customer had financed through them and customer had called them stating that he did not want to pay because he was not satisfied with his furniture.  Gallery Furniture had no record of customer having issues.  We called [redacted] Tech, an outside service company and [redacted] went to customer's home to address these issues. Customer had originally financed through [redacted] under their program that if customer had paid off within 1 year with monthly payment there would be no accrued interest. That date would have been approximately 10/2014.[redacted] and [redacted] whom is mentioned in the complaint and in Gallery Furniture’s opinion they both are very professional and Gallery Furniture has no complaints on file for either of them.  Gallery Furniture have never witnessed either [redacted] or [redacted] treating customers in any disrespectful ways or bad mouthing either products or services. Gallery Furniture feels that they have gone above and beyond store policies in attempt to satisfy all Mr. [redacted]’s concerns and address all factory warranties. Sincerely,Gallery Furniture