Hefner Furniture & Appliance

04/08/First transaction completed04/17/ First attempt was made to deliver furniture to [redacted] *** Customer's door and floor was scratched and the furniture had some damages Store Manager made the offer to repair door and floor and customer refused our efforts to replace door and repair floor Customer elected to accept a $damage allowance on her order an replacement product was ordered05/13/Vendor was having issues with completing replacement order so [redacted] was asked to come to the store to reselect a replacement group Miss [redacted] found a group she liked from an [redacted] store and we then ordered the product she selected05/27/Miss [redacted] was contacted to arrange for delivered of the new product she selected During the conversation, Miss [redacted] became angry demanding we were cheating her on the price of the furniture The Store Manager explained to her that we had discounted her furniture $and that was all we would be able to do for her She continued to complain and the Store Manager gave her an additional discount to cover the original delivery fee Miss [redacted] then insisted we take her taxes off and give her a credit for the warranty as well The Store Manager then explained the discounts once again and Miss [redacted] became angry and started yelling and cussing The Store Manager asked Miss [redacted] to please calm down or he would have to end the call Miss [redacted] demanded that his supervisor call her05/29/ Delivery of new product was attempted and Miss [redacted] refused the sofa claiming it had scratches Miss [redacted] was offered a $credit for the claimed issues with the sofa and Miss [redacted] refused and wanted a new sofa ordered A new sofa was then ordered06/16/ Miss [redacted] called and wanted us to change the $damage allowance to $and the Store Manager told her that we could not honor that amount and we could only honor the original $ 06/16/- 03/14/We made multiple attempts to call Miss [redacted] and she would not return our calls07/23/ The new sofa came in and a delivery was attempted Miss [redacted] again refused the delivery and demanded that a new sofa should be ordered At this point a third sofa was ordered and Miss [redacted] was told that she would have to return to the store to inspect the replacement before we made a delivery attempt08/09/ Miss [redacted] called and wanted to know why she had to come to the store to inspect the sofa before a delivery attempt would be made Miss [redacted] then demanded that she be reimbursed her cost of fuel to drive to the store to inspect and the Manager stated that we had made multiple attempts to deliver and she was not satisfied with the product so we needed her to inspect the item before we would make an attempt to deliver Miss [redacted] again started yelling and cussing and then stated she would never shop with us again and hung up the phone A short time later she called back and asked if we would just let her know when the item arrives08/24/ Miss [redacted] called demanding that we come exchange her sofa today and the Manager informed her that we had already agreed that she would need to come to the store to inspect the piece before we attempted deliveryMiss [redacted] then stated that we have not given her any discounts and that she should be giving her credit for the gas to come inspect the sofa The Manager again explained all of the discounts we have provided to her and that we would not make an additional delivery attempt without her coming to inspect the sofa 03/15/ Miss [redacted] Called and demanded the $discount and the Store Manager again explained that we could only honor the $credit At this point Miss [redacted] stated that we should just give her full credit for her furniture for the damage that was done to her door and floorThe Manager explained that we had made multiple attempts to do the repair for her and she elected to take the damage allowances instead Miss [redacted] then became angry and stated that she was going to call Chanel News and have them do a report on how she was treated The Store Manager told Miss [redacted] to make sure she represented the facts Miss [redacted] the reverted back to wanting us to give her the $damage allowance The Store Manager then explained that we have given her a total of $in credit for everything and we could not discount the order any moreMiss [redacted] again threatened to call the News Chanel and the call was terminated03/16/- 09/22/ No contact had been made from Miss ***09/23/ Miss ***'s Mother called and spoke with the store Assistant Manager and stated that her daughter was very busy and that she had not had time to contact anyone The Manager explained all of the things we have done and that we have not heard from [redacted] in many months and she has not returned phone calls Miss ***'s Mother stated that it was just bad timing and that she was always very busy12/15/ Miss [redacted] called and stated that we are cheating her and that we still owed her money The notes were reviewed and the Manager explained once again what had been done Miss [redacted] again stated that she was going to call Chanel News and the Manager told her there was nothing else that could be done12/21/ It was brought up to me in a meeting that Miss ***'s exchange ticket had been open for over a year I contacted Miss [redacted] and asked her to explain to me the issue that was going on with her furniture Miss [redacted] explained that we had delivered her furniture and damaged her floor and door I asked her to send me pictures and estimates of the damage She did not mention anything about the prior agreements that had been made for the damage allowances 02/25/ [redacted] contacted me about the issue and I told him that I had not received any pictures or estimates He said he would get them completed03/11/ [redacted] came to the store and provided me a [redacted] estimate to completely replace the whole door unit03/15/ [redacted] emailed me a [redacted] estimate to completely replace their entire floor04/04/ Having not been completely involved with the whole process, I reviewed the notes from our system I saw where there had been previous attempts to repair the damage and that Miss [redacted] accepted discounts in the amount of $for the damage to her home I sent an email to Miss [redacted] explaining my findings and explained that we still had the replacement sofa in our warehouse waiting for her to inspect for delivery Later that day Miss [redacted] called me yelling and screaming that she was going to call Chanel News and contact an attorney I refused to be screamed at so I ended that call Miss [redacted] called me back a second time and began to yell at me again and I once again ended the call04/05/ [redacted] came by the store and wanted to talk to me about the issue I explained to Mr [redacted] that they did not disclose all of the details of the situation with me I told him that after I reviewed the notes in our system, we had made previous agreements about the damage to their door and floor and that they could not now come back and asked to change the prior agreements We had since discounted the order and provided an additional discount during the reselection of the new furnitureHe said that he was unaware of that because Miss [redacted] had not informed him of that informationI stated that we have had their replacement sofa in our warehouse since June of and they have made no attempt to come do the inspection He said that they were really busy people and that they hadn't had time to come inspect I told him that the issue was closed and that the only thing left to do was for him or her to come by the store to inspect the sofa before we make delivery I then said there was nothing else to discuss and he asked me for a copy of the notes from our system I told Mr [redacted] that Miss [redacted] had stated that she was getting an attorney and that if that was what she wanted to do, our conversation was over and I would not provide him with our proprietary information Mr [redacted] then left the store and I have not been contacted by [redacted] or [redacted] since that date

This complain has been transferred to the Store Manager at the Farmington, MO location While speaking with the Store Manager, he stated that the issue has been resolved and the mattress cover has been scheduled for delivery

Revdex.com:
I have reviewed the response made by the
business in reference to complaint ID ***, however because of the time frame I should have received it in a more timely fashiontherefore I should be reimbursed for what I paid for it for the inconvience
Sincerely,
*** ***

Initial Business Response /* (1000, 5, 2015/12/18) */
Contact Name and Title: *** ***
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@hefnerfurniture.com
Customer called our customer service dept on 11/with a complaint about her recliner needing repairHefners scheduled her
chair to be picked up for repair and as a courtesy provided a loaner recliner for her to use while we were fxing her chairOn 11/when our CSR called to schedule the return of her chair she started cursing about a problem with her sofa and demanding that we were going to give her a new one and not fix itAt that time I the customer service manager spoke with her to explain the process for replacements and scheduled her chair to be returned and sofa inspected and photographed on 12/When our drivers arrived to do inspection and deliver her chair she again cursed and demanded we bring her a new oneWhen our drivers returned that evening they came straight to me with photos of the exterior and frame/spring system of the sofoThese photos were reviewed by myself and our store manager as well as inspected by the manufacturers representative resulting in no defect or broken frame issue being foundON 12/I personally called the customer and explained that after our review we did not find anything wrong with her sofa and would not be replacingAt that time she proceeded to threaten with a lawyer, curse and threaten with a Revdex.com complaintAt Hefners we love our customers and are willing to repair/ and/or replace a defective item when there is a legitimate issue foundPlease feel free to contact me for any further information
Final Business Response /* (1000, 16, 2016/01/12) */
I have received the re-opened complaint in the mailI am willing to bring this customers sofa in and inspect/repair if the customer will allowTo date she has refused service and has demanded a new sofaIf she feels we were inadequate in our in home inspection, our solution is to pick up her sofa and bring it in for a complete inspection by our experienced technician
Please advise
*** ***
Customer Service Manager
Hefner Furniture Poplar Bluff & Farmington

We are very sorry that this customer’s experience was not up to the high customer service experience that we strive to provide at Acceptance Now.Our customers who sign up electronically through our program have the opportunity to read all documentation beforehand and they are emailed all
documentation at the time of their electronic signature If there are any questions or there was anything missed or not heard in the store, then we encourage customers to call us immediately so any details can be explained as soon as any question arises from the customer.As far as the cost of the furniture, Acceptance Now purchases the product through Hefner’s furniture for the agreed upon price between the customer and Hefner’s. Then we present a monthly payment option, a cash price to the customer, and present the other benefits to using our program such as the opportunity to rebuild their credit. All of our agreements our electronically signed by the customers so again we are sorry if there was some type of misunderstanding with the customer.The customer does have the right to return the product at any time and it only shows up on their credit report if the account is further than one month delinquent. When a customer requests a return of their product it is very unusual, so it takes us time to schedule and we have to wait until a team will be in that area in order to get the request completed in a timely manner. We are sorry it took longer than expected but we have contacted the customer this week and have arranged for the customer's furniture to be returned on Friday, July 15th.Hopefully, in the future this customer will give us the opportunity to earn her business back. We value all customer's at Hefner's and Acceptance Now and strive to make their experience the best it can be so that we can fulfill all of the expectations and they can get full value of our program’s benefits

Hefner Furniture and Appliance loves our customers. We do everything we can to provide our customers with the best value and remain competitive. Let's please take a moment to review your recent transaction below: Accent Chair - Special Value - RegPrice @
$669.95 you paid $Sofa - A store Dropped item that was pink tagged as part of our special sale - RegPrice @ $you paid $Cocktail Table - A store Dropped item that was pink tagged as part of our special sale - RegPrice @ $you paid $End Table - Special Value - RegPrice @ $you paid $All Sales team members are aware of sales promotions during our weekly and daily sales meetings. The store would have not been able to accommodate selling any other items then the ones selected during the time of the sale. The reduced price reflects a deep discount due to the fact that the items were last one, floor displays. The only option that is available at this point is to offer to order the customer new items, but we would have to revert to the original regular pricing structure. This would increase the original transaction by $If Ms*** would like to take this option, we would need her to come by the store and make the $payment for us to complete the order for the new merchandise. Please allow to weeks for delivery on the order if the option is taken

I have explained to the customer that the issue she is having is with a company called *** ***. Once a customer completes the order with us, the finance company is responsible for handling the costs of financingThe customer needs to contact *** *** Financing. I have given
the customer the contact information and the refund she is requesting is out of our hands. I am requesting that this complaint be closed immediately

General Manager is working to resolve the issue with the customer. As of 01/03/he has been unable to reach them by email or phone

Unfortunately, Ms***'s complaint is with a company called *** *** They are a finance company that operates inside our store, but they are a separate entity. Ms*** stated that there was an issue with the furniture and we are willing to address her concerns, but she
has not made any contact with our service department. Our service department is open Monday thru Friday 9:to 5:00, Ms*** is welcome to call them at ***Thank you,*** ***

On 04/09/2016, Mr*** made a purchase of a new Whirlpool refrigerator at a reduced price of $355, and requested a same day delivery. The purchase was made at 2:00pm so additional resources were required to complete the delivery so late in the day. In addition, our traditional
delivery trucks were already out for pre-scheduled deliveries, so a pitruck was used to accommodate the time sensitive request. All products are removed from their original packaging before we load them onto delivery trucks. This process allows us the opportunity to inspect the product for damages and to verify the model number and the serial number are accurateOn 05/18/2016, Mr*** contacted our service department concerned that his refrigerator was damaged and needed to be replaced. Our Service Manager contacted Whirlpool and they sent out a Service Tech to inspect the refrigerator. Whirlpool sent a technician from J V Contracting IncThey are certified with Whirlpool and undergo annual training to maintain their Whirlpool certification. We traditionally use a company called *** ***, but we allowed Whirlpool to make the selection of the service company to sendAs you can see from the attached tech report from J V Contracting Inc., Mr***'s complaints are inaccurate and his request for replacement are beyond reasonable expectations. Mr*** has since verbally accused our company of "Bait and Switch" tactics and selling him a used refrigerator. This leaves our company in the position to withdraw our original offer of a $refund. We are also requesting that this complaint be closed immediately

Replacement doors have been ordered for the refrigerator and a replacement panel has been ordered for the stove. We will contact the customer as soon as the items have arrived to schedule them to be replaced. We have offered a $store credit to the customer as well. I am not sure
what the necessity of filing a complaint was to accomplish since this was offered to the customer already

Complaint: ***
I am rejecting this response because:
I felt the dollar {refund}now called in store creditdid not equal the lack of care of my appliances or cover the dollar delivery fee .The manufacturers warranty covered the repair and damage too the refrigeratorHeffners did not contact us about any replacements or repairIn fact they told us they did not plan too do anythingDamage too personal property has not been rectified by Hefner
Sincerely,
*** ***

Mr. [redacted] purchased a Lane recliner item #11959-4014-21 on 01/02/17.  We delivered Mr. [redacted] a Lane recliner item #11959-4014-21 on 01/05/17.  Mr. [redacted] contacted our service department on 02/06/17 and stated that he was having issues with the arm of the chair.  Our service...

department ordered arm parts for the chair and contacted Mr. [redacted] when they arrived.  After we looked at the chair, our 20 year tech determined that there was not an issue with the arm and did not do the repair.  Mr. [redacted] is asking us to refund his money on a chair that is covered with pet hair and food particles.  The manufacturer does provide a one year warranty for defects with the chair, but will not cover repairs or refunds  for non issues.  We have made arrangement with Mr. [redacted] to return the chair and he still has a one year warranty to cover manufacturer defects. Mr. [redacted] has accused us of bait and switch and has cursed multiple people with-in our company.  It is our companies policy to end communication with a customer that is abusive or combative.  Mr. [redacted] has also stated that he is going to hire an attorney to sue us for the chair.  I told Mr. [redacted] that we will return his chair on 04/19/17 and that he is welcome to pursue his course of action.

Please see the attached photo provided by Mrs. [redacted].  Mrs. [redacted] is correct about a tech coming to her house in February to repair the rip in the back of her sofa.  When the two techs arrived back at the store they mentioned that there were dogs in the house and that they were jumping on...

the furniture.  We have a service department that coordinates issues for customers to vendors.  Our service department sent the claim to Ashley Furniture and their service department stated that it was clear, from the pictures, that is was customer abuse.  As far as the 5 year MFS warranty, it does not cover pet damage and will not cover a claim due to the pets in the home damaging the furniture. No one has stated to Mrs. [redacted] that her warranty is void because that is an inaccurate statement.  However, the warranty will not cover the issue of pinholes and scratches caused by the Pitbull and other dog that she has in her home. I have attached a copy of the Ashley warranty and the MFS warranty that states in writing that pet damage is not a covered issue for the warranty coverage. At this time Hefner Furniture will not repair or replace Mrs. [redacted]'s furniture due to the issue of pet damage. We are requesting that this claim be closed immediately.

04/08/2014. First transaction completed. 04/17/2014.  First attempt was made to deliver furniture to [redacted].  Customer's door and floor was scratched and the furniture had some damages.  Store Manager made the offer to repair door and floor and customer refused our efforts to...

replace door and repair floor.  Customer elected to accept a $750.00 damage allowance on her order an replacement product was ordered. 05/13/2014. Vendor was having issues with completing replacement order so [redacted] was asked to come to the store to reselect a replacement group.  Miss [redacted] found a group she liked from an [redacted] store and we then ordered the product she selected. 05/27/2014. Miss [redacted] was contacted to arrange for delivered of the new product she selected.  During the conversation, Miss [redacted] became angry demanding we were cheating her on the price of the furniture.  The Store Manager explained to her that we had discounted her furniture $928.23 and that was all we would be able to do for her.  She continued to complain and the Store Manager gave her an additional discount to cover the original delivery fee.  Miss [redacted] then insisted we take her taxes off and give her a credit for the warranty as well.  The Store Manager then explained the discounts once again and Miss [redacted] became angry and started yelling and cussing.  The Store Manager asked Miss [redacted] to please calm down or he would have to end the call.  Miss [redacted] demanded that his supervisor call her. 05/29/2014.  Delivery of new product was attempted and Miss [redacted] refused the sofa claiming it had scratches.  Miss [redacted] was offered a $281.32 credit for the claimed issues with the sofa and Miss [redacted] refused and wanted a new sofa ordered.  A new sofa was then ordered. 06/16/2014.  Miss [redacted] called and wanted us to change the $281.32 damage allowance to $500.00 and the Store Manager told her that we could not honor that amount and we could only honor the original $281.32.  06/16/2014 - 03/14/2015. We made multiple attempts to call Miss [redacted] and she would not return our calls. 07/23/2014.  The new sofa came in and a delivery was attempted.  Miss [redacted] again refused the delivery and demanded that a new sofa should be ordered.  At this point a third sofa was ordered and Miss [redacted] was told that she would have to return to the store to inspect the replacement before we made a delivery attempt. 08/09/2014.  Miss [redacted] called and wanted to know why she had to come to the store to inspect the sofa before a delivery attempt would be made.  Miss [redacted] then demanded that she be reimbursed her cost of fuel to drive to the store to inspect and the Manager stated that we had made multiple attempts to deliver and she was not satisfied with the product so we needed her to inspect the item before we would make an attempt to deliver.  Miss [redacted] again started yelling and cussing and then stated she would never shop with us again and hung up the phone.  A short time later she called back and asked if we would just let her know when the item arrives. 08/24/2014.  Miss [redacted] called demanding that we come exchange her sofa today and the Manager informed her that we had already agreed that she would need to come to the store to inspect the piece before we attempted delivery. Miss [redacted] then stated that we have not given her any discounts and that she should be giving her credit for the gas to come inspect the sofa.  The Manager again explained all of the discounts we have provided to her and that we would not make an additional delivery attempt without her coming to inspect the sofa.  03/15/2015.  Miss [redacted] Called and demanded the $500.00 discount and the Store Manager again explained that we could only honor the $281.32 credit.  At this point Miss [redacted] stated that we should just give her full credit for her furniture for the damage that was done to her door and floor. The Manager explained that we had made multiple attempts to do the repair for her and she elected to take the damage allowances instead.  Miss [redacted] then became angry and stated that she was going to call Chanel 2 News and have them do a report on how she was treated.  The Store Manager told Miss [redacted] to make sure she represented the facts.  Miss [redacted] the reverted back to wanting us to give her the $500.00 damage allowance.  The Store Manager then explained that we have given her a total of $1678.23 in credit for everything and we could not discount the order any more. Miss [redacted] again threatened to call the News Chanel and the call was terminated. 03/16/2015 - 09/22/2015.  No contact had been made from Miss [redacted]. 09/23/2015.  Miss [redacted]'s Mother called and spoke with the store Assistant Manager and stated that her daughter was very busy and that she had not had time to contact anyone.  The Manager explained all of the things we have done and that we have not heard from [redacted] in many months and she has not returned phone calls.  Miss [redacted]'s Mother stated that it was just bad timing and that she was always very busy. 12/15/2015.  Miss [redacted] called and stated that we are cheating her and that we still owed her money.  The notes were reviewed and the Manager explained once again what had been done.  Miss [redacted] again stated that she was going to call Chanel 2 News and the Manager told her there was nothing else that could be done. 12/21/2015.  It was brought up to me in a meeting that Miss [redacted]'s exchange ticket had been open for over a year.  I contacted Miss [redacted] and asked her to explain to me the issue that was going on with her furniture.  Miss [redacted] explained that we had delivered her furniture and damaged her floor and door.  I asked her to send me pictures and estimates of the damage.  She did not mention anything about the prior agreements that had been made for the damage allowances.  02/25/2016.  [redacted] contacted me about the issue and I told him that I had not received any pictures or estimates.  He said he would get them completed. 03/11/2016. [redacted] came to the store and provided me a [redacted] estimate to completely replace the whole door unit. 03/15/2016.  [redacted] emailed me a [redacted] estimate to completely replace their entire floor. 04/04/2016.  Having not been completely involved with the whole process, I reviewed the notes from our system.  I saw where there had been previous attempts to repair the damage and that Miss [redacted] accepted discounts in the amount of $1678.23 for the damage to her home.  I sent an email to Miss [redacted] explaining my findings and explained that we still had the replacement sofa in our warehouse waiting for her to inspect for delivery.  Later that day Miss [redacted] called me yelling and screaming that she was going to call Chanel 2 News and contact an attorney.  I refused to be screamed at so I ended that call.  Miss [redacted] called me back a second time and began to yell at me again and I once again ended the call. 04/05/2016.  [redacted] came by the store and wanted to talk to me about the issue.  I explained to Mr. [redacted] that they did not disclose all of the details of the situation with me.  I told him that after I reviewed the notes in our system, we had made previous agreements about the damage to their door and floor and that they could not now come back and asked to change the prior agreements.  We had since discounted the order and provided an additional discount during the reselection of the new furniture. He said that he was unaware of that because Miss [redacted] had not informed him of that information. I stated that we have had their replacement sofa in our warehouse since June of 2014 and they have made no attempt to come do the inspection.  He said that they were really busy people and that they hadn't had time to come inspect  I told him that the issue was closed and that the only thing left to do was for him or her to come by the store to inspect the sofa before we make delivery.  I then said there was nothing else to discuss and he asked me for a copy of the notes from our system.  I told Mr. [redacted] that Miss [redacted] had stated that she was getting an attorney and that if that was what she wanted to do, our conversation was over and I would not provide him with our proprietary information.  Mr. [redacted] then left the store and I have not been contacted by [redacted] or [redacted] since that date.

This complain has been transferred to the Store Manager at the Farmington, MO location.  While speaking with the Store Manager, he stated that the issue has been resolved and the mattress cover has been scheduled for delivery.

Mrs. [redacted] is incorrect about her statements against Hefner Furniture & Appliance.  She originally purchased the recliner on 04/12/2014 and she used a finance company called Acceptance Now.  Hefner Furniture does not do any financing, this is done by outside finance companies. ...

Mrs. [redacted] purchased a recliner that came with a 1 year manufacturer's warranty.  Her original call came into our service department on 06/29/2015, which was past the manufacturer's warranty and the customer stated that they would repair themselves since it was only a loose screw.  Mrs. [redacted] is no longer under warranty with the manufacturer, but she is covered under a warranty that is provided by Acceptance Now.  Acceptance Now contacted us about doing a repair on Mrs. [redacted]'s recliner and we ordered parts for the recliner.  When we contacted Mrs. [redacted] about picking up the recliner to do the repair, she became difficult and refused to let us pick up take the recliner.  When I spoke to her she became belligerent and started demanding that Hefner Furniture pay off her balance of financing with Acceptance Now. As I explained to Mrs. [redacted] on at least three occasions, Hefner Furniture is no longer involved in the transaction.  Our obligation was to provide her with a recliner in compensation for her financing.  We provide after the sale service, but it is handled through the manufactures warranty, which expired on 04/12/2015. I am requesting that this complaint be closed immediately. Mrs. [redacted]'s complaint does not involved Hefner Furniture.