Hackettstown Trading Post

Review: I bought a beautiful couch, on sale, for the price of $638, not including tax, shipping, and a warranty. All in all, the couch cost me almost 850 dollars, which was still a steal being that the couch was 96 inches long. It didn't fit due to a 3 inch ceiling drop, and had to be returned. I was told she wouldn't make me pay the total re-stock fee of 25%, she charged me half, but then told me I can only be given store credit. My total in store credit, minus the re-stock fee, plus tax, was about $576. I was told I could get the love seat for the same price I paid for the couch and that that was a steal because the sale was now over and the love seat is originally priced at $800. I told her it didn't make sense financially for me to pay an additional $100, plus another shipping fee of $45 when I can walk to the store from my apartment. She recommended that I checked out their clearance center and I was told I only have 30 days to use my in-store credit. Now, I was told my $99 warranty could not be refunded because it was already registered. I called the company responsible for my warranty and they had no record of me on file and told me the store is responsible for refunding me the warranty fee as long as it's within 30 days of delivery. Also, they're return policy states nothing about only receiving in-store credit. The manager failed to tell me that my alternative choice to receiving in-store credit was to pay the 25% re-stock fee, and then get the remaining refund. I was lied to multiple times, and she tried to take advantage of me because I am a 21 year old college student. I did the research myself in order to prove her wrong regarding the warranty and their return policy. I am still awaiting to speak with her, but I am determined to get my refund. Instead of trying to help me by giving me the money back that she could, she tried to get another $100 out for the love seat, and an additional $45 for shipping, meaning that love seat would've cost me almost $1000 total.Desired Settlement: I expect upon us talking this coming Saturday 4/12/2014, that I will be charged a 25% re-stock fee, which will be about $210, but I will receive the remainder of my money back, including my $99 for the warranty, but not including shipping because it is non-refundable, even though I can walk to the store from my apartment since it's a block away. However, I feel that because I was lied to multiple times, my re-stock fee should not be a total of 25%, but less. I'd prefer to get my total of almost $850 back in full simply because she did not help me, but instead she tried to take advantage of me. The other option on her part would be to send the love seat to my apartment free of charge, due to her lack of professionalism. I would like Revdex.com to acknowledge this complaint and let her know about it, so she is aware of her inappropriate actions, and she doesn't do this to anyone else. I live in a college town, so I can only imagine how many college kids she's done this to.

Business

Response:

On April 11 2014, The Hackettsown Trading Post received documentation that there was a complaint filed by [redacted] regarding the Purchase of a sofa on March 3, 2014.

[redacted] purchased a sofa, at the sale price when the sale had already ended. The sale was officially over and yet The HackettstOWn Trading Post agreed to honor the price, which was discounted over $200.00 because she missed the sale by a day.

The Hackettstown Trading Post had a sales associate that worked with her, ordered [redacted] her sofa, was invoiced by the manufacturer, unpacked it, inspected it, and delivered it. When they got to her residence it would not fit in the door. The Hackettstown Trading Post agreed to take it back and work with her on coming up with a fair solution. By contract (see attached documentation), it states in writing.

SPECIAL ORDERS ARE NOT SUBJECT TO CANCELLATION

Special orders are merchandise that is ordered specifically for a buyer from a manufacturer, distributor or any other source. ALL EXCHANGES AND CANCELLATION ARE SUBJECT TO SELLER APPROVAL. A minimum fee of 25% of the purchase price will be assessed (re-stocking fee) on seller-approved returns, exchanges or cancellations. Buyer agrees to measure doorways and stairways before ordering, as seller is not responsible for merchandise purchased that is too large to fit.

The Hackettstown Trading Post agreed to WAIVE the 25% restocking fee and of $184.75 and charge her a flat fee of $1 00.00 and order [redacted] the matching loveseat at the original sale price of $638.99 (It is now $879.99). [redacted] refused to pay a redelivery fee of $45.00 and suggested that we were taking advantage of her. We offerered her multiple solutions, and she refused every single one of them.

On Saturday, April 12, 2014 [redacted] came in the store and was creating such a verbal scene that the owner, actually approached her and asked her to please stop being abusive towards the manager. The Hackettstown Trading Post, agreed to end the transaction completely at that time. [redacted] agreed to pay the restocking fee and her credit card was refunded $593.00 on the spot. '

Consumer

Response:

My name is [redacted] and my complaint ID number is, [redacted]. I filed a complaint against the Hackettstown Trading Post her in Hackettstown, NJ and I wanted to give you all an update.

I went into the store to speak with the manager this past Saturday, April 12, 2014. After going back and forth, we reached a solution that I am dissatisfied with.

The manager continued to state that store policy, regarding returns, is only in store credit. I told her since it wasn't in writing, her explanation is invalid. She tried to continue to sell me the love seat Instead of the couch with no additional cost, but still wanted me to pay another shipping fee and I told her that not only do I not want to give them a sale, but I most certainly will not be giving them anymore money. That being said, she told me the only other option was to charge me the 25% restocking fee and then the rest of my refund would be given to me. I received a refund of $593, but as you know, in all I paid $848 for the couch, so I'm about $250 in the hole.

I'd like to add that when I confronted the manager about refunding my money back for the warranty, as the company responsible for my warranty stated, that there was no record of my warranty and that it's the store's responsibility to refund me the money she claimed to have known nothing about it, which leads me to believe she either continued to lie, or there is a miscommunication between the store and their warranty company.

I would also like to add that the owner was in the building and said all of twelve words to me, and walked away. I feel that if he was there, I should have dealt with him directly, rather than his manager. All the owner said to me was, 'Mam, we will do whatever you want, just please don't abuse us.‘ I'll have you know although I was upset, and may have raised my voice, I remained calm and was by no means disrespectfiil.

This all being said, I am hoping that due to their lack of professionalism, common courtesy, and respect, and being that I feel that I should not have been charged a restocking fee whatsoever, and even if that was a must, it should have been half of the restocking fee at least that, if possible, I would still prefer a full refund, or at least the $99 spent on the warranty returned to me. However, if you all can do nothing about it, so be it.

I will have you know that the manager assured me that they were going to be placing the in store credit return policy in writing, so at least I made somewhat of an impact. I can only imagine how many people were forced in store credit, and didn't even question it.

One more quick comment, the manager was clearly not fond of my complaint and had the nerve to say, 'By the way I received your complaint from the Revdex.com, thank you for that.’ Due to her snarky attitude, I told her that she was welcome and that I will not apologize for something that needed to be done.

Again, I still would like to request a full refund, or at least the $99 back for my warranty on the couch, if at all possible. If you all could get back to me letting me know if anything can be done, I'd greatly appreciate it.

Review: On December 7, 2014 my husband and I placed an order for numerous pieces of furniture. We were advised that certain pieces from [redacted] would take a bit longer for delivery (we were quoted 10 weeks from the date of purchase arriving on or about February 15, 2013. The week of February 15, 2014 I contacted Hackettstown Trading Post and requested an update with regard to the delivery of the two sofas, two love seats, one chair and one ottoman. The staff at the Trading Post were confused as well as disorganized. We were told the furniture was on its way and that it had been shipped. I was told I would receive a call back and never did. I called again the following week and told the items were not shipped and they were not sure when they would arrive. I advised that information greatly differed from the information I had received a week ago. There was no further explanation. I told the Trading Post that I wanted some sort of compensation so I suggested the floor models we had seen on December 7, 2013. After some arguing back and forth they agreed to deliver the love seat and sofa floor models. As of today's date we still have not yet received the remaining sofa and love seat and the chair and ottoman. We were advised last week that the sofa and chair had shipped and would arrive within 7-10 business days, which would have been this week. I placed another call to the Trading Post and have not heard from anyone. It has been 4 months since we place our furniture order and have not received any of the [redacted] pieces originally ordered. We have been given excuses, have not been called back and passed from person to person with no valid answers or solutions. Hackettstown Trading Post handled these issues in a very non professional and discourteous manner.They were also offering a promotion during this time period that if $1499.00 of furniture was purchased a free 32 inch TV would given to the customer. We have spent almost 7 times that amount and have been denied the TVDesired Settlement: We would first and foremost like our furniture. We would also like some type of billing adjustment and compensation for the extreme inconvenience this has caused. We purchased a house and have not had furniture in 4 months. It has been very difficult for my family as that we have 5 family members and no where to sit other than in our beds. I would appreciate some sort of assistance in this matter. Hackettstown Trading Post should be made responsible for this in some way. They never kept us apprised of the situation and if we did not place phone calls to them as to the status of the order, I believe that they would never have called us. This situation could have been handled very different and it has caused us a great deal of trouble, time and inconvenience.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

Review: I consigned a considerable amount of furniture (21 pieces) with Hackettstwon Trading on 8/27/13. I followed up with several requests (2 emails and 1 phone message) for an update of the status of the transaction. I forwarded information about Hackettstown Trading to several interested buyers who contacted me with inquiries about some of the furniture. I wished to learn if any of the pieces were sold or if there were any potential buyers looking at the furniture. I repeatedly requested an update on the status of the consigned items but have yet to receive any response from Hackettstown Trading.Desired Settlement: Since a month has passed, and I have made several attempts to learn of the status of the consigned furniture, I would expect the courtesy of some correspondence from Hackettstown Trading.

Business

Response:

This issue has been handled directly with the customer via phone conversation on 10/8 at approximately 7:00 PM.

Vice President - Hackettstown Trading Post

Partner - HTP Clearance and Consignment

Hackettstown, NJ 07840

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Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Regards,

Review: I ordered the Refrigerator, FFHN2740PE, not with the 1, and did not receive the correct UNIT, but a similar UNIT, NOT in Excellent Working Condition with ALL the FEATURES ordered, but Defective and lacking in Features. I have tried working with ALL to come to a resolution to this matter for three (3) days now, but unfortunately, they just wished to push it off to the other person.

Within 3 hours of operation, a large Electrical Surging Noise emanating from the Unit and since then a Low to High Whistle, The Control Panel is Wrong which would constitute a new Freezer for the Electrical, the Freezer Light has not worked, the Ice maker hardly works, 2-3 times a days

After finally speaking with [redacted], they are refusing to replace the UNIT with the Correct and NON-Defective Unit, but their resolution was to offer an additional one year warranty. I did not accept their offer since all I wanted is a replacement UNIT in Excellent Working Condition w/ ALL the Features depicted, nothing more..Desired Settlement: I want the Unit that I ordered with the Control Panel with the Quick Ice

Business

Response:

On July 23,2014 [redacted] contacted us by phone and asked if we could sell and deliver to her a [redacted] Refrigerator , Model #FFHN2740PE for the price of $1499.99, plus NJ Sales Tax. She also purchased from us an extended service contract for Warrantec NSI for $100.00 plus tax.

We told her we had to order this refrigerator from [redacted] through our [redacted] and that we would deliver it on Friday 07/25/1014. She paid us over the phone by credit card. We received the new unit the following day, uncrated it, then delivered it on Friday, 07/25/2014 as promised. We arrived at [redacted]'s home in [redacted] NJ. She asked to inspect the refrigerator before we brought it in and after close examination, she noticed a small dent on the back corner of the refrigerator. [redacted] stated that this dent was not acceptable and she wanted another refrigerator of the same model number to be ordered and redelivered to her. We agreed to this.

We reordered another [redacted] Refrigerator Model FFHN2740PE, received it, and delivered it on Tuesday07/29/2014.

[redacted] thoroughly examined the new refrigerator and agreed to accept this one. We brought the unit into her kitchen, put it in place, leveled, hooked up her existing waterline to the unit, and plugged it in. The Refrigerator began to get cold and all features were in working condition. [redacted] signed the delivery invoice (attached) as "Merchandise Received in Good Condition". Our Delivery Crew then left.

The next day [redacted] called the store and claimed that the refrigerator she ordered is missing the "quick Ice" button on the control panel. She spoke to [redacted] who explained to her that this unit that she ordered does not have a quick ice button, but she insisted to call [redacted] about this issue. Emails went back and forth for the remainder of the week and [redacted]) asked us to not interfere any more and that they were taking care of the customer's complaint.

[redacted] received the EXACT model that she ordered over the phone. The claim that it is a different one because of the #1 in the model only signifies a manufacturer code that the manufacture inserts into the model # to determine the line the unit was made in. We explained to [redacted] that this was the exact unit that she ordered.

Since this time, [redacted] also has complained of an "Electrical noise" and the Freezer light not working. Both of these complaints would be handled directly through the Manufacturer, as they would be under the original factory warranty.

This was explained to [redacted] and we suggested that she contacted [redacted] Authorized Service to look into this matter and inspect the refrigerator. We have not heard back from her since, nor has [redacted] contacted us.

Please find attached a copy of the signed delivery invoice and a copy of the last 2 email correspondence that we have been involved with [redacted]. The very top on (most recent) is dircecly from [redacted] ,Supervisor in the [redacted] /

[redacted] Corporate Office stating:

“We advised [redacted] from Hackettstown Trading Post that we are still researching to provide a resolution. We will work with you you ([redacted]) directly in this matter and appreciate your patience”

If any other facts or information is needed form me, I am happy to help.

Sincerely,

President

Hackettstown Trading Post

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

This was not a Special Order Item.

What was signed was that the Unit was delivered and not dented and that it started. As for “In working condition” A refrigerator cannot be determined for 12-24 hours.

This Unit was not the Item Specified on the [redacted] Site nor on the Hackettstown Trading Post Site.

This Unit was Not in Working Order at time of delivery; Non Working Light in Freezer and Control Panel Wrong. 3 hours after delivery that was my first Call to the Store, at 8:20pm, I left a message, when the Unit made a very loud Electrical noise followed by ongoing low to high pitch whistle is when I realized that the Light in Freezer was not working nor was the Ice maker working correctly.

I have attached ALL the email correspondence with [redacted] and [redacted]. On July 30th, [redacted] states he would be happy to facilitate a replacement to the [redacted] Corp Manager and to pass that on to me, she does not. When I called him to have arrange this swap, he recanted.

They have sent me in circles.

My last call was to [redacted] on Friday to try to work this out. He was rude and belligerent. After 3 calls and messages left, he finally called me back and blamed the entire situation on me. I stated to him that if he had this Unit on Display or had the proper information on his site, this was not have been an issue as I would not have ordered this Unit. I also stated to him that my Sales agreement does not state that I cannot return this Unit or exchange and my conversation to [redacted] was that if there were ANY issues with this Unit in the first week, I wanted a new one..NO QUESTIONS asked..

Regards,

Business

Response:

This is in response to [redacted]'s response of complaint [redacted]

[redacted]'s first claim that this refrigerator was not a special order is completely false. It clearly states in our Sales Order' in which [redacted] signed, "Special orders are merchandise that is ordered specifically for a buyer from a manufacturer, distributor,or any other source. The Refrigerator [redacted] specifically order from us a [redacted] Refrigerator Model FFHN2740PE had to be ordered by us from [redacted], our source for all of our Major Appliances. This being stated, I do not see where this point has any bearing on the complaint.

The facts of this matter is The Hackettstown Trading Post deliver and [redacted], after rejecting the the identical model first refrigerator we delivered to her solely because of a dent in the side of the refrigerator, signed and accepted the second delivered refrigerator as "Merchandise received in good working order".

As to her claims that there are now issues with the product, we do not claim this to be nonfactual.What we told [redacted] is that [redacted], the warranter of the product has to send a Factory authorized servicer to inspect the unit . Evidently, [redacted] refuses to have [redacted] do this. I repeatedly tried to convey to [redacted] that [redacted] needs to send out a Factory Authorized representative to assess the unit. This is the course of action that all Major Appliance Manufactures follow. I was not rude to [redacted] over the phone, I simply stated that having [redacted] Imspect the unit was her best course of action in achieving her goals. As to the statement that [redacted] said"that if there were any issues with this unit in the first week. if I wanted a new one.. NO QUESTIONS asked", this is completely untrue. We would never make this offer.

If [redacted] thinks she received the wrong refrigerator, even though the model number is correct, her recourse is to take this issue up with [redacted]. [redacted] is the only entity that take further action in this matter.

[redacted]

President

Hackettstown Trading Post

Review: Purchased a new [redacted] top load washing machine, model[redacted], serial number [redacted] from Hackettstown Trading Post on 9/19/12. It has been making loud squeaking noises since day one. Hackettstown Trading Post said it was normal and would go away after a few washes. When it didn't , I was instructed to call for service. Repair guy #1 came, heard noise, ordered part, came back to install but it did not fix issue. Repair guy #2 came, heard noise, attempted to fix but did not. Repair #3 came after countless calls to [redacted] and Hackettstown Trading Post in which they thought they figured it out. After the third repair, it was still making noise. We feel this machine is a "lemon" and should be replaced, as does the manufacturer, but Hackettstown Trading Post refuses. We should not be going through all this trouble with a brand new machine. We paid for a new machine and that's what we expect. We have been inconvenienced several times already by service appointments and would like this to end. We do have supporting documentation of service as well as videos of the noises. This material has also been forwarded to Hackettstown Trading Post but they refuse to acknowledge or respond.Desired Settlement: Take the defective washing machine back and replace with the same model.

Business

Response:

In regard to the above referenced case, please know that we have made repeated phone and email requests to Mr. [redacted] to set up a pick up and delivery of a New [redacted] Washer[redacted]. We have yet to be contacted by Mr. [redacted] to arrange this. Also, we on behalf of Mr. [redacted] facilitated through much effort to pressure [redacted] to replace this washer,and not to continually try to repair it. Also, we are providing the the labor to deliver the new machine. We do not warrant the product, but we have done everything in our power to help Mr. [redacted] receive a new machine. We have spent hours sending documentation to [redacted] to achieve these results. We await Mr. [redacted] contact to set up a delivery appointment. Sincerely [redacted] President Hackettstown Trading Post

Sent on: 7/8/2013 6:15:23 PM