Home Gallery, Inc.

Dear [redacted], We
are very sorry that the customer has had a bad experience ordering from our
website.The
customer ordered from our website on 12/9/2015. We processed the order and
submitted it to the manufacturer. Upon the manufacturer’s receipt of the order,
the manufacturer informed us...

on 12/14/2015 that the product that the customer
purchased is discontinued and no longer available. As soon as we received this
information, we contacted the customer via email 12/14/2015 and advised “Crosley
is out of stock on this item and they are not making this style any more. They
cannot fill your order.  We are refunding you in full today.  I am so
sorry for the bad news!”, and then we issued the customer a refund immediately. We have a section in our “Terms and Conditions of Sale” that
the customer agrees to before making the purchase, regarding the availability
of merchandise and process if an item is discontinued.We regret that we were unable to fill this customers order. Upon receipt of this information from the manufacturer, we
are working with our Marketing Team and our IT team to get the discontinued
items blocked for customer purchase.We spoke to the customer 12/16/2015 to further explain our
processes and apologized again for not being able to fill their order.If the customer finds something else on our website that
they are interested in purchasing, they can call us and we would be glad to
contact the manufacturer regarding the availability before they purchase.We request that this complaint be expunged from our records, as the
customer has received a full refund for their order.Further information and documentation is available upon
request.  Sincerely,[redacted]Customer Service ManagerHome Gallery, Inc

[redacted]We apologize that our customer is dissatisfied with her order.We delivered this furniture to Mrs. [redacted] on July 11, 2014, 1.3
years ago. We have spent quite a bit of time and money trying to satisfy her
and she remains dissatisfied. We directly compensated her for her time...

and
trouble. We then offered to give her a full return of all her money,
as well as the previous compensation we issued, upon pick up of the
merchandise, which she would have made a profit on from this transaction, and
she refused that offer.We have gone above and beyond our "normal course of
business" to satisfy her. We are unable to change the way the items are
produced and manufactured, and are unable to change the nature of the delivery
process. After over a year of trying, are not able to send any replacement
items to her, or compensate her again.If you would like a time line of details regarding our efforts,
they are available upon request.Sincerely,Customer Service and After Delivery CareHome Gallery Stores, Inc.

[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 [redacted], and find that this resolution would be satisfactory to me.  I have accepted their offer.Home Gallery Stores made arrangements for the items  to be removed from my home at their expense.  The items have been removed, and this case may now be closed. Thank you for your assistance in this mattter.
Regards,
[redacted]

We are very sorry that our customer has had a bad experience ordering from our website. Our customer purchased Custom Made-to-Order Furniture Pieces and we have experienced some significant delays with receiving our customer’s items from the factory.   Since receipt of this complaint we have...

spoken with our customer regarding options for resolution, including a full refund. Our customer would prefer to receive delivery of the items purchased versus a refund. We are in the process of discussing with the customer a partial delivery of the 3 items that are ready for delivery, and offering an additional discount for the delay. If we are unable to provide a firm delivery ETA for the remaining bed, we will provide our customer with a full refund. Again we regret that our customer has had a bad experience. We are doing all that we can to provide satisfaction on this order, by working closely with the customer on some different options for resolution. Thank you, Laura F[redacted]
[redacted]
[redacted]
[redacted]

To Whom It May Concern, We sincerely apologize for any inconvenience the customer has experienced regarding their HomeGalleryStores.com order. We are sympathetic to the delays they have experienced and we had diligently worked with the MFG. and Shipping Co.  in order to resolve this issue...

and re-deliver the customer [redacted] to them.We understand that it is disappointing when an order arrives and the goods are damaged in transit/shipping.  In this case we experienced Damage Issues and delays  with the Shipper, and were in the process of handling the customer’s resolution as expediently as possible. The replacement that was ordered for the customers initial damage was also received at the Shipper having damage to the Table Base. We had offered the customer a concession for the first delay ,which the customer accepted. The second shipment was unfortunately received damaged  as well. It is never our intention not to resolve and deliver an order completely with 100% satisfaction to our customers. We are very sorry that the customer did not receive their order as they expected.We are currently working towards the customers preferred resolution.Further information and documentation is available upon request.  Thank You,Louise ** A[redacted]

Revdex.com:
Please close out.  I purchased another dining set for a local vendor and would like a refund from Homes Gallery ASAP. Basically they had one table marked as clearance and then the same exact set listed at regular price.  So since they the clearance set was damaged...they canceled and want me to order the same exact set for hundreds more.  So they do have the same exact set available, just now it's not listed in the clearance section.  I wonder how many "clearance" orders get canceled and then they direct the customer to buy the same exact furniture for hundreds more.  I have reviewed the offer made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to refund my money ASAP and will consider this complaint resolved. If the company does not perform as promised I can get back to you at: [redacted]
Regards,[redacted]

May 2, 2016 Response to Revdex.com complaint [redacted], low price guarantee, BMC Moiselle Table,  model 3179-700-906 Thank you for the opportunity to address the concerns of the consumer regarding our communication and the terms of our low price guarantee. We regret that we did not connect with this...

customer. While researching her complaint, we found that her calls to us were received after our business hours on Sunday, 4/17/2016 between 17:32:59 p.m. and 17:47:29 p.m.  Call Center hours are posted on our website. Operational hours are as follows: Hours of Call Center Operation (Eastern Time): Monday - Friday          9am - 6pm Saturday - Sunday       10am - 5pm The terms of our Guaranteed Lowest Price* are as follows and our terms are displayed on our website. Low Price Guarantee: Our 'Low Price Guarantee' states that if you find the same merchandise for a lower price within 30 days of your purchase, Home Gallery, Inc. will refund the difference between the two orders to you, as long as the order meets the following criteria: Order must be for the exact same item(s) and model number(s) Order must include the same delivery method and level of service Order must be from an online-only retailer Order must be from a Revdex.com accredited retailer Order must be brand new, factory-direct Order cannot be for a Clearance or Closeout item Orders submitted for our 'Low Price Guarantee' must be verified via a written quote from the competing online retailer. While researching the consumer’s complaint, we attempted to create the pricing she received from  [redacted] for a Bassett Mirror, Moiselle Dining Table, 60 inch round, model 3179-700-906.  We were not able to locate the product on their website. We found 19 Bassett Mirror Dining Tables, none of which were priced at $779.64. We did, however, find the 7% Off Sitewide Sale Code:  HomeSale. We found the following shipping options in the [redacted] shopping cart:                              FREE for Standard Delivery (UPS, FEDEX, CURBSIDE)                             +$75 SHIPPING ADD for inside delivery                             +$199 SHIPPING ADD for white glove premier In contrast, the HomeGalleryStores.com website sells the Bassett Mirror, Moiselle Dining Table, 60 inch round,  model [redacted] for $1072 with Free In-Home Delivery and Set-Up including assembly in the customer’s room of choice.  Delivery allows for up to two flights of stairs. Packaging will be removed by our delivery service. In summary, since we are not able to locate the model 3179-700-906EC on the [redacted] website, we are not able to determine the purchase cost for the consumer.   Please note that at the time of any purchase in order to obtain delivery commensurate with Home Gallery Stores’ FREE  delivery, the consumer would need to upgrade to White Glove Premier for $199 in the [redacted] shopping cart.  We cannot determine that the consumer has either a basis for comparison or a basis for complaint with Home Gallery Stores regarding the Bassett Mirror, Moiselle Dining Table, 60 inch round, model 3179-700-906EC. We do, however, welcome the opportunity to provide the consumer with more information regarding the Bassett Mirror, Moiselle Dining Table, 60 inch round, model 3179-700-906EC.  Hours and means for contacting us are located at www.homegallerystores.com.Thank you,Louise A[redacted] Customer Service & After Delivery Care ManagerHome Gallery Stores   |   www.HomeGalleryStores.comP 804.249.4444, EXT 108  |   F 804.277.4426Mon-Fri 9am – 6pm Eastern Time

We are very sorry that the customer has had a bad experience ordering from our website. This is not the experience we expect our customers to have. Issues occur for a small percentage of our orders, and we apologize for the inconvenience.   I have researched the events that occurred with this...

order, and have found that there was some miscommunication. We have taken this as an opportunity to train our staff on how to properly handle these situations. Had the proper procedures been followed, this customer would not have had a negative experience. We regret that we were unable to fill this customers order. We issued a full refund on 9/18/2017. Sincerely, Laura F[redacted]

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.
[I felt coerced into signing the delivery form since it was 9pm and the driver made it clear he had a very rough day. The hutch is continuing to crack apart due to the nature of the screws up inside of the hutch. This thereby makes any inspection upon delivery moot. I have never had such difficulty resolving an issue with a company as I have with now. This is totally unacceptable and terrible customer service, blaming the customer. Maybe the shipment delay and time was not an accident? Maybe I was taken advantage of?  I would accept a full refund, and I will be happy to then purchase the same hutch from a different company who utuilizes a different delivery service, one from whom I have used successfully in the past for other bedroomset item from this beautiful Samuel Lawrence Sweetheart collection. However their cost is nearly double, so I will need reimbursement in the amount of $[redacted] ]
Regards,
[redacted]

Good Afternoon [redacted]We are very sorry that our customer has had this delivery
experience. Issues such as accidental damages occur for a small percentage of
our orders. In this case the resolution took longer than we anticipated, and
had some communication issues during the resolution...

process. We have addressed
those issues with our delivery partner’s management team. As of 10/23/2015 the customer is now scheduled for delivery
of their complete order on 10/30/2015. We have provided our delivery partner
with special instructions to ensure that the delivery on 10/30 is successful. We contacted the customer 10/26/2015 to provide them with
our information, in the case that the delivery on 10/30 does not go as
planned. We regret that this customer had this experience, and we apologize
for the inconvenience this has caused. We want our customer to receive their
order, so they can start to use and enjoy it. Sincerely, [redacted]
[redacted]

Good Afternoon [redacted]We are very sorry that the customer has had a bad experience ordering from our website.  Based on our review, we found that the customer did not speak to us before she purchased.  If she received bad information about the model she ordered on our website, that...

information did not come from one of our representatives.As part of the check-out process, we have all customers agree to our policies.  Once the customer submitted the order, our system sent an automated email with a link to our policies.  We also sent an e-mail with links to our policies on 4/29 after we verified stock availability (see Automated E-mail and Order Confirmation [redacted]).We shared our policies before and after the customer submitted her order.  For returns that occur at delivery, our Cancellation & Return Policy states, “Home Gallery will deduct a 25% restocking fee and outbound shipping fees from the refund amount.  Shipping charges paid by the customer are non-refundable.  The outbound shipping fee is the shipping expense that Home Gallery Stores paid to provide delivery to the customer.”The customer ordered [redacted] in the Black Cherry finish on 4/28 via our website.  We special ordered that model for her and attempted to deliver the order on 5/30.The customer e-mailed our customer service department after delivery on 5/30 to advise that she received the wrong color and had refused the order.  She stated, “I already have two pieces of this set and was reassured before I placed the order online when I called the store this would be reddish brown and match my set. Not black.”  She requested a call back on Monday (see Email - ADSIT Order #265248 [redacted]).Before we returned the customer’s call on Monday, we checked our phone records.  The customer previously ordered from our site on 11/27/2014.  We found a call from 11/27/2014, but we did not find any calls to our store from the phone number associated with the order between 11/27/2014 and the day she accepted delivery on 5/30/2015 (see Call Records [redacted]).  We called the customer on 6/1 and advised that we did not have a record of any calls from her.  The customer provided her work number.  We checked our records for calls from the work number and did not find any calls from the customer’s work number (see Call Records [redacted]).The customer’s complaint states that she contacted multiple retailers before she purchased.  Based on our records, she did not contact us.  Therefore we did not provide assurance that the Chest would match items in her home.  On 6/2, we spoke with the customer via phone.  We advised that we did not have any calls from her work phone number.  We offered to redeliver the Chest and contribute $85.00 toward the redelivery fees.  The total we paid for the outbound shipping on the original delivery was $221.30, and this amount is what we would be charged for redelivery.  We informed the customer that she would be responsible for the balance of $136 for redelivery.  We also advised the customer of the return fees.  The customer asked us to proceed with the return.  We followed-up with an e-mail to the customer apologizing that the chest did not work out for her.  She responded via e-mail and told us to issue a refund (see Email - ADSIT Order #265248 [redacted]).  We processed a refund of $229.00 on 6/3.  We do not make money on return fees.  The money we collect in return fees covers the expenses we incur to process an order, such as shipping fees and the product cost.  We special ordered the Chest for this customer.  We do not have another purchaser for this item, and we cannot return it to the manufacturer for credit.This Revdex.com complaint should be expunged from our records.  We do not know who the customer spoke to before ordering, but we know she did not speak with anyone from our company.  We processed, shipped, and attempted to deliver the item the customer ordered.  We processed a refund in accordance with the Return policy the customer agreed to before she submitted the order, and which was the resolution the customer agreed to accept.Sincerely,[redacted]

[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 [redacted], and find that this resolution would be satisfactory to me.  I have accepted their offer.
Home Gallery Stores made arrangements for the items  to be removed from my home at their expense.  The items have been removed, and this case may now be closed. 
Thank you for your assistance in this mattter.
Regards,
[redacted]

Dear [redacted]
We are very sorry for the inconvenience the customer has experienced with her order.  We offered to redeliver the order at our expense and provide additional, non-standard parts to meet the customers expectations.  
Home Gallery, Inc. is an...

online furniture retailer.  We have an extensive website with many product offerings.  We show pictures and provide details on our website to assist customers in researching and determining the best product for their needs.
The customer shopped our website and placed an order via the shopping cart on our website on 6/7/2014.  During check-out, we provided our complete policies and required the customer to indicate that she had reviewed and accepted our policies.  The customer checked a box next to the following paragraph:
By checking the box to the left, I agree and understand that I am providing my electronic signature, and I have reviewed and accept the complete “Terms and Conditions of Sale” [redacted] including the “Limited Warranty for Damage or Defect” and the “Cancellation & Return Policy”.
We sent a personalized e-mail with the order summary and an estimate for delivery within 4 – 6 weeks ([redacted]) on 6/9/2014.  The “Order Confirmation” again informs the cardmember, “During the check-out process, you agreed to our complete “Terms and Conditions of Sale.”  We ask that you save this e-mail and print the complete “Terms and Conditions of Sale” [redacted] for your review and reference.”
The manufacturer shipped the order and our delivery partner confirmed a delivery date for 7/20/2014.  The delivery date fell within the timeframe we originally estimated.
Our delivery partner attempted delivery on 7/19/2014.  Unfortunately, the customer refused the order at delivery.  Part of her reason for refusal was based on the recommendation of the driver.  The delivery document notes, “Damage (pre-drilled holes punched out) on Both Sides” (see Freight Bill enclosed).  Our policies instruct customer to refuse damaged/defective goods at delivery.
The customer e-mailed us on 7/20/2014 to advise that she refused the delivery due to “damage to both sides of the cabinet”.  The customer found “punched out holes on the sides of the cabinet” and advised that she wanted “a 100% perfect piece of furniture”.  We responded to the customer on 7/21/2014 and advised “we will work with our delivery partner and the manufacturer to determine how we can return your order to you as soon as possible” (e-mails available upon request).
After reviewing pictures from our delivery company and consulting with the manufacturer, we found the order was not damaged at all.  On 7/28 we informed the customer via e-mail, “The holes in the side of the item, that were reported at delivery, are a manufacturer standard.  This item is a modular unit, that allows other items in the collection to attach (if purchased).”  We recognized the customer missed this feature in the pictures on our site.  We informed the customer, “Parker House is shipping replacement "wood plugs" for the sides of this cabinet so that the holes do not show.”  We shared pictures from our website and assembly instructions from the manufacturer to reassure the customer that the holes are an intentional design element for the model she ordered.  We then provided a time-frame for redelivery, stating “Your order will be ready for delivery in approximately 14-20 days, if not sooner. This item will be 100% on re-delivery.  We apologize for any inconvenience.” (see Pictures and Assembly Instructions enclosed).
The customer advised on 7/29/2014, “if there is any other damage to this piece upon delivery, I will not accept.”  She also informed us, “I have already advised
my credit card company of this current situation in case it is not rectified.” (e-mails available upon request).
We understood the customers concern, and our Limited Warranty for Damage or Defect instructs customers to refuse items if they arrive with damage or defect.  Per our policies, restoration or replacement is the sole remedy for items refused due to damage or defect.  
The customer contacted one of our representatives on 8/15/2014 stating, “I am contacting you regarding my order of the [redacted] with white glove delivery for $2,451.33 which I ordered on June 3, 2014.  It was sent damaged and I did not accept delivery on July 18, 2014.  I was told by your customer service rep that I would receive the piece within 2-3 weeks of that date in proper condition.  I still do not have the delivery and therefore I have notified my credit card company and request that you immediately refund the full amount paid (noted above) to my Bill Me Later/Paypal Credit account.” (e-mails available upon request).
We sent a message to the customer on 8/15/2014.  We apologized again for the inconvenience the customer experienced.  We offered to have our delivery partner deliver the unit as-is and the manufacturer would send the parts to her directly.  Since the customer indicated she had filed a dispute on the payment for the order, we provided her with two options with regard to a dispute of payment: “1)  Let the dispute stand, in which case we will not proceed with delivery at this time. We will instead respond directly to your credit card company's dispute in order to bring this issue to a close.  Or, 2) You may contact your credit card company to close this dispute immediately, at which time we will allow Sun Delivery to release your order for scheduling.”
We further stated, “If you proceed with the dispute and your credit card company finds in merchant favor, your options will be to accept re-delivery of this item, or return it under our standard return policy (under which a 50% restocking fee will be deducted from your refund.)” (e-mails available upon request).
We later found that our delivery partner contacted the customer on 8/15 to discuss a delivery for 8/24.  The customer would not confirm or accept delivery for this date (e-mails available upon request).  After the customer stated she was disputing payment, we informed our delivery company to hold the order.  We received notification of this Revdex.com complaint, but we have not received notification of a payment dispute. 
We always endeavored to provide the customer with her complete order.  While we are sorry that the customer missed the holes in the side of the piece at the time of purchase, we are not responsible for her oversight in reviewing the product details.  We wanted the customer to be happy with her purchase, and we went above-and-beyond our policies to provide additional, non-standard parts to cover the holes.
We again contacted the customer on 9/8 to see if she would accept delivery of her order with a discount for her dissatisfaction with the product and for the hassles/delays.  The customer advised she will not accept delivery (e-mails available upon request). 
The customer chose the wrong item for her needs and expectations, and we will process her request to cancel/return the order in accordance with our Cancellation &
Return Policy.  We have issued a refund less a 50% restocking fee.  For the record, the order cannot be returned to the manufacturer, and the restocking fee we retain does not cover the total expenses for shipping and product cost that we paid in our attempt to special order and deliver the goods to the customer.
 
If the customer changes her mind about accepting a delivery for this order, please instruct her to contact [redacted] with payment information for the amount refunded.
Sincerely,
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]

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.]
Regards,
[redacted]

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.]
Regards,
[redacted]
At no point did we receive any proper explanation of what the real issue was with our account. The business stated they ordered from their East coast warehouse and it was defected beyond repair. The next step was to check their West coast warehouse to see if they had any.  With no warning or conversation the next day we had a full refund in our account. Then we decided to check a different company for the same piece of furniture and they personally called the warehouse "West coast" and we were told there were 5 items in stock. We ordered from them and will have our piece of furniture delivered in 3 weeks. We have received follow up phone calls from this company while we got nothing from the first round. Very disappointed that they couldn't take the time to help us and instead rushed a refund for something they DID have in stock. Due to their lack of help and assistance I am now going to wait 8 weeks for a piece of furniture that should and could be on my home by now. All around horrible customer service and a horrible experience.

Revdex.com:
Re:  Complaint ID[redacted]
I do not see any new offer here to accept from this company.  They refunded 50% of my payment and kept 50% as their "restocking fee" which makes me very upset.  
 
I waited 6 weeks for the delivery, which was not in 100% perfect condition as stated in my previous emails and statements.  The shipping company drivers even stated that this was frequently happening where the holes were punctured and I should not accept delivery.  I IMMEDIATELY contacted both the shipper and Home Gallery who guaranteed me that I would receive the piece back completely and in perfect condition.  I was worried about where they were going to store the item unboxed while waiting for the plugs that they were going to repair the piece with.  I waited till the last day of when they said I should have the piece redelivered and told them I could not wait any longer.  Yes, I had to call them, they never contacted me with an update or anything during the waiting period for a repair.  Then they made the offer of redelivering the item to me and sending me the plugs separately.  Why would I accept that offer when the plugs did not make it to shipper in 3 weeks time...did I believe they would ever make it to me?  
 
As an educated consumer, I don't agree with their 50% restocking fee as I wanted this piece, but I wanted it in new perfect condition which it was not upon the delivery attempt.  Their company has a policy that states if you attempt to make any negative remarks or comments anywhere with anyone, they will take you to court for their losses.  What kind of good business does this.  I consider this a bully attitude and I also wonder how often they do this considering the delivery time of the furniture - normally takes 6 - 8 weeks -- after which time the 50% restocking fee comes into affect, it does not state if the item is damaged or not as specified, which was my case. - I wanted this piece of furniture and yes it was the exact same piece I saw at [redacted].  Same manufacturer, same piece.  I would really like to know if they would personally accept a piece of furniture paying close to $2,500 for a stand alone piece, as displayed on their website, you could purchase stand alone or with side panels, it doesn't make sense for the holes to be punched out if an order is for a stand alone piece.
 
I would hope this company sees fit to offer a minimum of $1,015 credit to my original payment method which is equal to the the $1,225.67 remaining balance due me less $210.67 towards the delivery charge that I am willing to contribute to so this matter is resolved. This is a final offer to settle this matter.  I feel this is a fair offer considering the promises made and not fulfilled with the delivery and condition of this item.  If this offer is accepted I will not pursue any lawsuits, etc. and give my word that I will not post any negative feedback about Home Gallery.
Regards,
[redacted]

Revdex.com contacted the business and this order has been delivered and accepted as of July 13, 2016.

To Whom It
May Concern, We sincerely apologize for any inconvenience the
customer has experienced regarding their [redacted] order. We are
sympathetic to the delays they’ve experienced and we want to make this right
for our customer. Our delivery partner [redacted]...

[redacted] notified us on 5/10/16 that a footboard and nightstand from this customer’s
order would be returning to their facility for inspection/repair due to damage found
upon delivery. Information
regarding the process once items are refused due to damage/defect issues can be
found in our Terms and Conditions of Sale [redacted] This states, in part: Home Gallery Stores’ “Limited
Warranty for Damage or Defect” guarantees that for In-Home Delivery with
Assembly service, we will restore or replace (at our expense and discretion)
goods delivered incorrect, damaged, or defective……The
purchaser agrees to allow up to 9 weeks for Home Gallery to provide a
resolution for missing items or those that arrive incorrect, damaged, or with
defect.Currently,
these items are ready for delivery, and both [redacted] and Home Gallery have
reached out to the customer to notify them of their upcoming delivery,
occurring the week of 7/4/2016. [redacted] will contact the customer by 7/1 at the
latest to confirm a specific date within the week of 7/4 for delivery.  In addition, Home Gallery has offered the
customer a $200 discount on their order, to be issued to their original form of
payment upon the customer’s acknowledgement/acceptance of this offer. The customer
is expressing concern that they have not received communication from Home
Gallery or A&O. We hope that the Revdex.com may assist us in communicating the
necessary information to the customer, as there have been several attempts from
[redacted] and Home Gallery to reach out to the customer with no response. Below is a
summary of communication that [redacted] and Home Gallery (HG) have had with the
customer: 5/10 [redacted] called customer to advise the footboard and nightstand
had returned to their facility. [redacted] notified HG that the nightstand and
footboard were returning due to damage, and all issues were able to be repaired
in-house.     5/18 [redacted] advised customer that a truck would be loading at the end
of the May with a tentative delivery date for early June. 5/20 Customer emailed HG for update, advising she had not received
delivery update from A&O.  5/23 [redacted] advised customer her items were 100% restored. HG also emailed
customer to advise all pieces were able to be restored to 100%, and that we’ve
reached out to [redacted] for a delivery update.  5/27 [redacted] notified customer the eta changed to the week of 6/6. HG
emailed customer update stating the same. 6/8 Customer emailed HG to advise they had not received an update
from A&O. HG contacted A&O, who advised the customer’s order didn’t
make the anticipated trip the week of 6/6 (reason not specified.) A&O
advised they were working to provide a new delivery date ASAP.  6/9 Customer emailed HG stating she hadn’t been contacted to schedule
delivery. HG spoke with [redacted] and then emailed customer back to advise we’ve
spoken to [redacted] and they will schedule delivery for the week of 6/17. 6/13 [redacted] scheduled/confirmed delivery for 6/17 with the customer.       6/15 [redacted] advised customer their order had been removed for the truck
due to unexpected mechanical issues. 6/15 Customer emailed HG to advise [redacted] had notified them of trip
delay. 6/20 ** responded to customer’s email stating we will provide $150
discount for delays. Advised customer they’d get a call by end of week, 6/24 to
re-schedule delivery. 6/22 [redacted] advised customer the new eta is the Week of 7/4 via
voicemail.     
          6/24 [redacted] Left customer 2 voicemails stating delivery will occur the
week of 7/4. HG emailed the customer a follow-up to state the same, and to
raise our offer of compensation from $150 to $200. Home
Gallery and [redacted] have not yet received a response/confirmation from the
customer that they will allow us to proceed with delivery the week of 7/4, and
that they will accept our offer of a $200 discount. We ask that the Revdex.com assist
by communicating this information to the customer, so that we may bring this
matter to an agreeable close for all parties. If any
further information is needed, please contact our Customer Service Department
at [redacted] or [redacted]

Good Afternoon [redacted]We are very sorry that the customer has had a bad experience ordering from our website.  Based on our review, we found that the customer did not speak to us before she purchased.  If she received bad information about the model she ordered on our...

website, that information did not come from one of our representatives.As part of the check-out process, we have all customers agree to our policies.  Once the customer submitted the order, our system sent an automated email with a link to our policies.  We also sent an e-mail with links to our policies on 4/29 after we verified stock availability (see Automated E-mail and Order Confirmation [redacted]).We shared our policies before and after the customer submitted her order.  For returns that occur at delivery, our Cancellation & Return Policy states, “Home Gallery will deduct a 25% restocking fee and outbound shipping fees from the refund amount.  Shipping charges paid by the customer are non-refundable.  The outbound shipping fee is the shipping expense that Home Gallery Stores paid to provide delivery to the customer.”The customer ordered [redacted] in the Black Cherry finish on 4/28 via our website.  We special ordered that model for her and attempted to deliver the order on 5/30.The customer e-mailed our customer service department after delivery on 5/30 to advise that she received the wrong color and had refused the order.  She stated, “I already have two pieces of this set and was reassured before I placed the order online when I called the store this would be reddish brown and match my set. Not black.”  She requested a call back on Monday (see Email - ADSIT Order #265248 [redacted]).Before we returned the customer’s call on Monday, we checked our phone records.  The customer previously ordered from our site on 11/27/2014.  We found a call from 11/27/2014, but we did not find any calls to our store from the phone number associated with the order between 11/27/2014 and the day she accepted delivery on 5/30/2015 (see Call Records [redacted]).  We called the customer on 6/1 and advised that we did not have a record of any calls from her.  The customer provided her work number.  We checked our records for calls from the work number and did not find any calls from the customer’s work number (see Call Records [redacted]).The customer’s complaint states that she contacted multiple retailers before she purchased.  Based on our records, she did not contact us.  Therefore we did not provide assurance that the Chest would match items in her home.  On 6/2, we spoke with the customer via phone.  We advised that we did not have any calls from her work phone number.  We offered to redeliver the Chest and contribute $85.00 toward the redelivery fees.  The total we paid for the outbound shipping on the original delivery was $221.30, and this amount is what we would be charged for redelivery.  We informed the customer that she would be responsible for the balance of $136 for redelivery.  We also advised the customer of the return fees.  The customer asked us to proceed with the return.  We followed-up with an e-mail to the customer apologizing that the chest did not work out for her.  She responded via e-mail and told us to issue a refund (see Email - ADSIT Order #265248 [redacted]).  We processed a refund of $229.00 on 6/3.  We do not make money on return fees.  The money we collect in return fees covers the expenses we incur to process an order, such as shipping fees and the product cost.  We special ordered the Chest for this customer.  We do not have another purchaser for this item, and we cannot return it to the manufacturer for credit.This Revdex.com complaint should be expunged from our records.  We do not know who the customer spoke to before ordering, but we know she did not speak with anyone from our company.  We processed, shipped, and attempted to deliver the item the customer ordered.  We processed a refund in accordance with the Return policy the customer agreed to before she submitted the order, and which was the resolution the customer agreed to accept.Sincerely,[redacted]
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Revdex.com:I have reviewed the offer 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.
I recently responded to their offer requesting a refund of the money I paid for the furniture on April 4th, 2016 since they haven't been able to keep their promises to deliver the replacement parts on ANY of the 3 different dates scheduled.
When I returned the parts I contacted the company asking when I can expect the replacement parts to arrive: they told me within a month.  At that time they DID NOT MENTION ANYTHING about their policies of having to wait up to 9 weeks for the delivery of the replacement parts.
On May 18th, 2016,  my wife contacted the delivery company about our worries about the replacement parts and she was told that they were loading a truck for this area at the end of May, that  my furniture will delivered the week of June 4th ... that never happened.  They called us again to schedule another delivery for June 17th .... it was canceled the day before.
On June 24th we receive an e mail from home gallery offering money to compensate for the delay and, they mentioned a "TENTATIVE" delivery date for the week of July 4th.  
For me TENTATIVE means that "IT MAY HAPPEN, IT MAY NOT" and I am afraid to accept any compensation and being compromised to wait indefinitely because they can not find the replacement parts. I responded with an e mail on June 25th, 2016 so they know what I expect from them. 
I want to add something to this claim. The parts we returned were not the only damaged parts. One leg of the headboard was cracked and the delivery man had to glue it. We kept it because he convinced us that this part wasn't holding anything and it was not visible. Also the drawers of the chest don't close smoothly, you have to push them hard to close them or they stay about 1" open.
I am really disappointed with this purchase and with all this situation, and this is why I feel I have been a victim of a fraud.  Regards,[redacted]