Home Gallery Design

To whom it may concern,We recently received a complaint from this customer, complaining about bed bugs coming from the box spring she purchased at our storeShe has had the box spring for over two months now and has absolutely no proofit came from the box spring, Our company takes a great
deal of pride in the quality of our productsWe do not carry any used, refurbished or otherwise reconditioned productsAs we explained to the customer, bed bugs can result from many different sources and not necessarily from the box springShe then claimed that she wants her deposit put on a layaway refundedWe explained to her that in accordance with the store policy, there aren't any refunds and ALL SALES ARE FINALAt the point of sale, the customer read the policy and signed and agreed to all terms and conditions of the saleAs much as we would like to accommodate the customer, we don't see any wrong doing on our part and, therefore, she can use the deposit money as a store creditAttached is a copy of the invoice, with the store policy and *** ***'s signaturePlease let us know how we can be of any further assistance, as we strive to give the very best customer service to our customers.Sincerely, Vera S
Executive Assistant

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:
After doing research with the [redacted] police department, the complaints and calls for police intervention shows that at least 8 times in as many months complaints from customers with the same issue as me are documented. I do not wish to have any other items from this merchant. I believe their warehouses and trucks are continuing with the infestation that other customers have had. There is no reason for so many others to have the same issue I have had. I dont feel comfortable bringing any other infested products from that merchant. 
If research is done with the [redacted] police department you will agree that this is not a one time occurance.
I feel I should be able to get my layaway money back because they are selling defective infested items. This is the reason I dont think I should be held liable for being FORCED to patronize their establishment. I want money returned as I cant ever see me buying anything from them. EVER.
I would like to know their response to the several time the police had to come up to their location in the Cedarbrook Mall for the same issue. 
Regards,
[redacted]

Review: The store manager threatened to sue me if I stopped payment on an order that I told him I did not want. I found the item at another store for a better price and he told me that the other store was doing illegal activity that's why they lowered price then he hung up in my ear.

Review: I purchased a queen size bedroom set from Home Gallery on 08/30/12. The bed was supposed tho be delivered on 09-08-12. When the delivery truck arrived they were late and told me they could not fit the bed up the stairs. They said I needed a spilt box mattress. I told them I did not want the bed at all because they were late, did not call and I would not be able to get the bed out of the house once it was assembled in my room. The bedroom set was never taken out of the truck. I tried to dispute the charge with the credit card company [redacted] but they said they had to honor the company policy of no refunds and that they are not responsible if the furniture does not fit.

With that said I called Home Gallery to have the bedroom set re delivered in a full size which would fit. Home Gallery will not re deliver the bedroom set or credit the charge back to my card because they are saying I signed for the furniture and that it was delivered. This is not true. I have my original receipt and I did not sign for it. The furniture was never delivered. Home Gallery should be able to check their own inventory to confirm this or check with the men who came to deliver the furniture. I never received any merchandise from them. I have made several attempts to resolve this issue.Desired Settlement: At this point they are not returning my calls at all. I either need Home Galler to re deliver the bedroom set I selected in a full size with mattress and box spring or give me a full refund. I prefer the refund after having gone almost a year trying to resolve this.

Consumer

Response:

From: Revdex.com of Metro DC and Eastern PA <[email protected]>

Date: Thu, May 30, 2013 at 9:13 AM

Subject: Fwd: Complaint ID [redacted]

To: [redacted]

---------- Forwarded message ----------

From: [redacted]

Date: Thu, May 30, 2013 at 6:32 AM

Subject: Complaint ID [redacted]

To: [email protected]

Revdex.com

Review: I purchased a split box spring on July2 from them. August 24 I saw that my bed had bed bugs. When I called the store to tell them they denied it was from them. I also had a 200.00 store layaway that I said I wanted back due to the defective products they sold. They called a 800 number and the salesgirl spoke to someone on the phone who said they didn't have bed bugs. I was irate and said I was going to picket the store to alert all that they had bed bugs. I called the [redacted] police and when an Officer [redacted] came to speak to me he informed me that he was there at least once a week for the same issue! Said he has been wondering why no one has shut down the company. He then advised me to contact you, the Revdex.com, and see if I could get the money I still have in the company ($200) that they will not return not to mention the money I spent on the bed ($150). They should be out of business for KNOWINGLY selling infested items. For an officer to tell me what Mr. [redacted] did shows they know what they are doing.Desired Settlement: I want the money that I still have in the company put back into my credit card. I only want my $200. I don't even care about the fact that they have infested my property and home. This has caused me to throw out all beds, bedding, etc in my home. It is costing me way more than the $350 total they have taking from me. Just give me my layaway money and I will go away.

Business

Response:

To whom it may concern,We recently received a complaint from this customer, complaining about bed bugs coming from the box spring she purchased at our store. She has had the box spring for over two months now and has absolutely no proofit came from the box spring, Our company takes a great deal of pride in the quality of our products. We do not carry any used, refurbished or otherwise reconditioned products. As we explained to the customer, bed bugs can result from many different sources and not necessarily from the box spring. She then claimed that she wants her deposit put on a layaway refunded. We explained to her that in accordance with the store policy, there aren't any refunds and ALL SALES ARE FINAL. At the point of sale, the customer read the policy and signed and agreed to all terms and conditions of the sale. As much as we would like to accommodate the customer, we don't see any wrong doing on our part and, therefore, she can use the deposit money as a store credit. Attached is a copy of the invoice, with the store policy and [redacted]'s signature. Please let us know how we can be of any further assistance, as we strive to give the very best customer service to our customers.Sincerely, Vera SExecutive Assistant

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because:After doing research with the [redacted] police department, the complaints and calls for police intervention shows that at least 8 times in as many months complaints from customers with the same issue as me are documented. I do not wish to have any other items from this merchant. I believe their warehouses and trucks are continuing with the infestation that other customers have had. There is no reason for so many others to have the same issue I have had. I dont feel comfortable bringing any other infested products from that merchant.