Home Decor Outlets

Revdex.com RESPONSE FORM New Roman", serif;">DATE: JULY RESPONSE TO COPY OF COMPLAINT RECEIVED: JULY REFERENCE: COMPLAINT # [redacted] – [redacted] STORE LOCATION: HOME DÉCOR LIQUIDATORS COLONIAL HEIGHTS STORE SOUTHPARK BLVD COLONIAL HEIGHTS, VA 23834- COMPANY RESPONSE: The claim for [redacted] was received to be processed on June 25, 2016, which is a Saturday Claims processing is done on Monday-Friday The claims process is 7-business days The claims information for this customer is sent to the manufacturer for reviewThe manufacturer for this product was closed from July 4, until they returned on Monday, July 1l, The manufacture’s disposition sent back for this customer was, “The large dent in the LSF outside arm leads me to believe this was a result of some type of misuse/abuse.” The manufacturer’s disposition was emailed to the customer The customer emailed back stating that there was nothing more was wrong with the chair other than the piece that broke off I emailed the customer and asked if they would send a photo that shows the underside of the chair to see if there was any breakage or frame issue showing that may cause the chair not to operate properlyI let the customer know I would submit the additional information to the manufacturer for reviewAlthough the customer emailed back the underside of the frame has dropped, I have not received any additional photos from the customer The manufacturer’s warranty does not provide for any technician to go to a customer’s home for a product review The customer would have to send in photos or take the chair by the store location for the store to review and take pictures to send the manufacturer We try to work with the customer on getting pictures to show the issue(s) they are describing as they CANNOT exchange or leave the product at the store location unless authorized by the manufacturer to do so If the customer will provide the additional information requested, I will submit it to the manufacturer DEBORAH B [redacted] CUSTOMER SERVICE DEPARTMENT HOME DÉCOR LIQUIDATORS PHONE: 770-381-5588, EXT [redacted] [email protected]

Revdex.com: I have reviewed the offer and/or 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 [Provide details of why you are not satisfied with this resolution.] Information supplied by Home Decor Outlet's would indicate my actions nonreactive regarding resolution This is certainly NOT the casePer the original complaint and my choice to relay this information for assistance with the Revdex.com, is the fact Wayne was unable ( as he stated repeatedly) to have authority to create remedy per my requested refund of a sofa that was paid for and had exceeded (by weeks) the promised notification call of availabilityIt was nonproductive to return "to the issue" for resolveWith that being stated per this notification I did in fact contact Wayne todayHis response was while he had not obtained authority to offer, he inquired if I would consider a refund of half of the amount owed to me with the other half in a store creditI explained ( while in pretend land of offering for resolve) that no in fact I would not accept this theoretical offerExplaining (AGAIN) the sofa in conflict was not a special offer quite generic in nature and easily could be "resold" and I wanted my money back ( in full) Additionally I would say, a store credit really is quite insulting having experienced such unprofessional "service" from Home Decor- there would be a great deal of hesitancy on my part to consider a purchase of any sorts with this companyIt boggles my mind, that any company would practice such poor " service" practices especially in lieu of the "lack of loss" on the company's part to provide that service! The adverse dialogue that I will share with many ( and have) within my community ( and I am involved in many areas of service) is counterintuitive to a business that intends to stay! Regards, [redacted] ***

[redacted] has already filed a complaint with the Commonwealth Of Virginia Office Of Attorney General, is apparent that that she is no longer seeking a resolution through the Revdex.com We will continue working with the Commonwealth Of Virginia Office Of Attorney General Sincerely, Home Decor Liquidators

COMPANY RESPONSE: The disposition on mattress warranty claim issues are determined by the manufacturers Information is requested from the customer Once the required information is received it is sent to the manufacturer for review to determine if the issue noted is indeed a manufacturer issue Once a determination is reached and email is received from the manufacturer noting the disposition on the customer’s warranty claim As of this response, I have received a disposition from the manufacturer with an approval for replacement credit I have emailed the customer with further instructions Once I received the requested information, I will be forwarded to the warranty department and a credit for replacement will be posted to the customer’s account [redacted] [redacted]

DATE: MAY 2015RESPONSE TO COPY OF COMPLAINT RECEIVED: MAY 2015REFERENCE: CASENUMBER [redacted] STORELOCATION: HOME DÉCOR LIQUIDATORS 8045WBROAD STREET RICHMOND, VA 23294-COMPANYRESPONSE: Afterreceiving the initial complaint from [redacted] I contacted the store location andfound that the refund form he stated he signed had not been found A request was made for the store to get withthe customer and have him sign a new form and input his information I thesystem Customer service made severalinroads to have the refund check forthis customer processed I spoke withMr [redacted] on 5/5/to let him know that his refund was issued on checknumber [redacted] and to apologize for the delay [redacted] ***CustomerService DepartmentHome Décor LiquidatorsPhone: [redacted] **

DATE: MAY 2015RESPONSE TO COPY OF COMPLAINT RECEIVED: MAY 2015REFERENCE: [redacted] STORE LOCATION: HOME DÉCOR LIQUIDATORS RICHMOND STORE LOCATION WBROAD STREET RICHMOND, VA 23294-COMPANY RESPONSE: Check number [redacted] was issued on 3/19/using the address on the Corporate Refund Requestsigned by the customer The check wasreturned due to the address A newaddress was given on 3/31/ Thecheck was then reissued on 4/1/ Aconstant check to see if the check had been cashed or returned has beendone As of this date, the check has notbeen processed through our bank and it has not been returned to us The check went out to [redacted] *** On thismorning I asked the customer to email me her address information forverification to send another check Theaddress listed in the email I received is, [redacted] *** As thenew information notes [redacted] insteadof APT P and not knowing if thischange would make a difference in delivery via any means being used, the replacementcheck, # ***, is being sent to our store location via Federal Express dayair along with our weekly payrollThe Federal Express tracking number for thispacket is [redacted] and was picked up at 3:PM ESTThe store willcontact Ms [redacted] when the packet arrives and she can then pick up the check atthe store location so the issue of postal or other delivery to her address willnot be a concern

To Whom It May Concern, It is the responsibility of the customer for the transportation of their productWe offer the services of independent delivery contractors the customer may hire on their own behalf to have their product delivered to their homeSome of our customers do not have a vehicleIf the size of the product was in question, this should have been brought up at the store

They gave me a bad box spring and after waiting a day to deliver another one the frame brakes and all this in less then a week now giving me the run around on a new frame

I typically do not make post like this but here it goes " BUYERS please BEWARE"Avoid this company as all costYou are guaranteed to receive everything except your productPurchased October and just received it today after I had to call and ask about the statusPlease do not purchase from the Richmond locationPSHope this saves someone from the grief I have experienced

Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.The company stated the manufacturer's had until January 5, to respond to the request per the email sent to me December 30, When no communication was received by January 10, my husband and I purchased another mattress, receipt attached
They want to give me store credit which I'm opposed to at this pointWe paid cash for the mattress, we didn't use store creditWe'd like our money refunded to usHad they done as they said they would by the deadline given, we wouldn't have purchased from a different companyThey failed to respond to any of my emails after December 30, 2016.My husband had to go to the ER due to his blood pressure being so high due to the pain he was experiencing from a shoulder injury he received years agoThe hole (bowl shaped where his torso lay) he had to sleep in forced his shoulders to roll inward thus causing intense painAfter approximately days of pain his blood pressure has gone extremely high, stage hyper tension, and required medical interferenceThe company was informed that the bed was causing us pain, I've had spine surgeries myself, and still went well past the deadline with no regard to our extreme discomfort
Regards,
*** ***

I received the attached Revdex.com complaint from my Richmond store location I do not have any record of a claim being filed for this customer The "Complaint Background" information she notes is for the finance company she used to
finance her furniture I spoke with them and they also do not have any record of her having registered a complaint regarding her furniture I have no record of any information from the manufacturer on this customer either I have emailed her using the email noted in the complaint a claim form and request for information to file a claim for her with the manufacturer

Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
[Provide details of why you are not satisfied with this resolution.]
Regards,
***
Home Decor sent a you g lady to our home who set up one chair and saw the others chairs that irregular in alignmentShe even agreed that they needed to be replaced and that she was going to call the guys from their warehouse to bring replacements to our homeShe then said that she was going to step out and call ***After a while of us not seeing her I went to the window to see if she was ok and to our surprise she had left! She never called us to let us know what was goingWe still have not heard back from HDLWe still are stuck with chairs in our Dining room that we can not put togetherWhen I sent *** from the corporate office a picture of the chairs, she responded by telling us that there is no indication that the chairs will not go together! This amazing!

[A default letter is provided here which indicates your acceptance of the business's offer. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to meI will wait for the business to perform this action and, if it does, will consider this complaint resolvedIf the company does not perform as promised I can get back to you at: ***
Regards,
*** ***
I would like to thank all party's involved for the resolution of this issue!
Thank you ***! for your constant presence and wonderful follow through!

Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
[Provide details of why you are not satisfied with this resolution.]
Regards,
*** ***
No they have not contacted me at allWhenever I reach out to them they act as if I'm bothering themAt this point I may get a lawyer if I can't get a resolution.I have still not heard anything from the company HOME DECOR ad I would like to reopen the complaint

Revdex.com:
I have reviewed the offer and/or...

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.
[Provide details of why you are not satisfied with this resolution.]  Information supplied by Home Decor Outlet's would indicate my actions nonreactive regarding resolution.
 This is certainly NOT the case. Per the original complaint and my choice to relay this information for assistance with the Revdex.com, is the fact Wayne was unable ( as he stated repeatedly) to have authority to create remedy per my requested refund of a sofa that was paid for and had exceeded (by 7 weeks) the promised notification call of availability. It was nonproductive to return "to the issue" for resolve.
With that being stated per this notification I did in fact contact Wayne today. His response was while he had not obtained authority to offer, he inquired if I would consider a refund of half of the amount owed to me with the other half in a store credit.
I explained ( while in pretend land of offering for resolve) that no in fact I would not accept this theoretical offer. Explaining (AGAIN) the sofa in conflict was not a special offer quite generic in nature and easily could be "resold" and I wanted my money back ( in full). 
Additionally I would say, a store credit really is quite insulting having experienced such unprofessional "service" from Home Decor- there would be a great deal of hesitancy on my part to consider a purchase of any sorts with this company.
It boggles my mind, that any company would practice such poor " service" practices especially in lieu of  the "lack of loss" on the company's part to provide that service! 
The adverse dialogue that I will share with many ( and have) within my community ( and I am involved in many areas of service) is counterintuitive to a business that intends to stay!
 
Regards,
[redacted]

Since the filing of the filing of this complaint the Regional and District Manager have made multiple attempts to contact this customer.  They have left several voice messages and have not received a return phone call.

COMPANY RESPONSE:   The disposition on mattress warranty claim issues are determined by the manufacturers.  Information is requested from the customer. ...

Once the required information is received it is sent to the manufacturer for review to determine if the issue noted is indeed a manufacturer issue.  Once a determination is reached and email is received from the manufacturer noting the disposition on the customer’s warranty claim.  As of this response, I have received a disposition from the manufacturer with an approval for replacement credit.  I have emailed the customer with further instructions.  Once I received the requested information, I will be forwarded to the warranty department and a credit for replacement will be posted to the customer’s account.       [redacted]
[redacted]
[redacted]
[redacted]
[redacted]  [redacted]
[redacted]

I received your voice message regarding Ms. [redacted].  If the customer is [redacted] I do have information on a claim for her.  This customer's warranty was denied by the manufacturer noting that the customer's bed frame...

does not have a rigid center support.  Attached is a copy of the manufacturer warranty and a photos of the customer's bed frame.  The bed frame only has a single wire strand across it to help support the mattress and foundation.  We have appealed this denial and are awaiting a response from the manufacturer.

To Whom It May Concern,
It is the responsibility of the customer for the transportation of their product. We offer the services of independent delivery contractors the customer may hire on their own behalf to have their product delivered to their home. Some of our customers do not have...

a vehicle. If the size of the product was in question, this should have been brought up at the store.

DATE:  8 MAY 2015RESPONSE TO COPY OF COMPLAINT RECEIVED:  8 MAY 2015REFERENCE:  CASENUMBER [redacted]STORELOCATION:   HOME DÉCOR...

LIQUIDATORS                                    8045W. BROAD STREET                                     RICHMOND, VA 23294-4219 COMPANYRESPONSE: Afterreceiving the initial complaint from [redacted] I contacted the store location andfound that the refund form he stated he signed had not been found.  A request was made for the store to get withthe customer and have him sign a new form and input his information I thesystem.  Customer service made severalinroads to  have the refund check forthis customer processed.  I spoke withMr. [redacted] on 5/5/2015 to let him know that his refund was issued on checknumber [redacted] and to apologize for the delay.  [redacted]CustomerService DepartmentHome Décor LiquidatorsPhone:  [redacted]