H&H Liquidators

Review: On 2/18/14 I went into H and H liquidators and purchased furniture and a bed for 1598.00. This merchandise was paid for with a [redacted]. I asked the manager before I even paid for the merchandise when will I havbe it by and he said oh as soon as the 10th of march and it usually takes 2-4 weeks depending on the warehouse, so I told him that I would need the bed around the 13th of march because I was waiting on my mattress and boxpring to arrive, and I wanted the furniture sooner than that, he said it would be here around the 10th of march, I called them that day on march 10th and I was told that the color furniture I ordered was on back order until May, I explained to the manager that I cannot wait until May and the impression I was under was that I wouldve had it by march 10th, because other than that I wouldve ordered somewhere else, I asked the manager what other options are there, is it available in the other color, which I really did not want but I only said okay to the other color because I could not wait until may for the original color I paid for, and I was told that the other color would be available as soon as the 19th of march,So I called [redacted] today 3/18/14 and asked what the deal was with the furniture and was told that it wont be available until the second week of april, so I told him that I wanted my money back and I have three kids that are sitting on the floor as im typing this, [redacted] tells me that there are no cash refunds only store credit, and not to mention they never went over there return policy or even gave me a copy until today 3/18/14 when I told them I wanted my money back. How is that possible when I dont have the furniture I ordered and I cant even get the original color that I PAID FOR WHICH WAS SUPPOSE TO BE A CHOCOLATE COLOR ( THE ONE ON BACK ORDER UNTIL MAY) so I opted for the tan color only because I was told it would be here by march 19th and ITS NOT....And I cant get my money back??.....When I originally PAID for a chocolate colored sectional and was lied to about the delivery dates, and to finally be told after 3 weeks that the original color I ordered wont be avail until MAY. I dont under4stand why I cannot get my Money back.... especially when I gave them a debit/credit card not cash and the furniture never even made it too my house yet, and I was misled about the purchase period....PLEASE HELP..all I want is my money back especially since the color I payed for wont be avail until the second week of May. I have 3kids who are sitting on the floor because of this [redacted].Desired Settlement: want a refund.

Business

Response:

In regards to Revdex.com ID # [redacted],Sorry for the delayed response on this Issue. My name Is [redacted] the Salesperson In this case and also the Assistant Manager. H and H is a small furniture store, with a small staff responsible for covering all Job descriptions, In this particular case [redacted] ordered a bedroom set and a 3 piece sectional. Anytime that we order something directly from the manufacturer, which is not currently In our inventory, it is considered a "special order". When we Call the manufacturer they give us an estimated date for when the furniture is available for shipping. Tentative and or estimated means that the items are not guaranteed on the specific date and are subject to change.When the order was placed I gave [redacted] the same estimated time frame that the manufacture gave me 2-4 weeks. Ashley furniture in this case was the manufacturer is usually consistent with their estimates, but In some cases there can be a delay out of our stores control. This was a 2 part order like I said prior, The bedroom suite came within two weeks as estimated, but the sectional was delayed. Ashley had one piece of the 3 piece sectional that was back ordered preventing the entire 3 piece sectional to be delivered, We stayed In contact with [redacted] offering many times to bring In the other 2 pieces to her and she declined. Eventually we asked [redacted] if she would like a different color of the same model sectional which we could bring in faster which she accepted, The original color chocolate the new color being mocha. I understand It was not the color that was originally ordered, but we didn't force [redacted] to change. We just wanted to offer every option possible to make [redacted] happy.When items are purchased and we create a bill of sale, we have a disclaimer at the bottom that we require the customer to sign. That says "I agree with the policies, terms, and conditions of H & H Liquidators LLC as posted in the store". This is mandatory for all sales. We do not hide polices, terms, conditions and are not required to force you to read them. This is a standard document that is 4 pages long and written in 12 point font. Where you fill out the sale bill we have multiple copies available for viewing along with a copy posted on the wall, also wlth-ln reaching distance, On top of that we have the "Refund Policy and Additional Information about Your Purchase" section of the 4 page document blown up at the desk where you complete the bill. Once again we make our sale disclaimer as accessible as possible for the customers.In the end of this H and H liquidators Is based heavily on customer satisfaction, being that we are in a retail sales industry, l am sorry I could not provide [redacted] with the customer satisfaction that she was expecting. I tried my best to represent H and H Liquidators with the highest quality customer service and came up short. I am sorry for this and will try my best to Improve in areas that I failed In for the future.