Home Gallery, Inc.

Tell us why here...September 6, 2016
 
Response to Complaint Revdex.com Case [redacted], Customer [redacted]
 
Our customer purchased a table via our website on 7/28/2016.  Because of the size and nature of her order, it was deliverable by GROUND SHIPPING...

(Drop Ship) --[redacted].  The manufacturer of the table orchestrated delivery directly to the consumer.  As is customary with GROUND SHIPPING (Drop Ship)--[redacted], neither an appointment nor a signature was required for delivery.   Our means for delivery of this order was provided to the customer during checkout.   A link to further information related to GROUND SHIPPING was provided in our emailed order confirmation with details as stated below:
 
Limited Warranty for Damage or Defect – GROUND (DROP-SHIP):
Home Gallery’s “Limited Warranty for Damage or Defect” guarantees that for “Ground” delivery service, we will restore or replace (at our expense and discretion) goods delivered incorrect, damaged, or defective, as long as you follow these instructions:
1.     Notify Home Gallery Stores of damage/defect/shortage/incorrect items within 24 hours of delivery.
2.     Provide pictures of the packaging and damaged/defective/incorrect items within 24 hours of delivery.
PLEASE NOTE, for “GROUND” delivery, Home Gallery Stores will not remedy, restore, or replace items that arrive with damage or defect if the issue is reported more than 24 hours after delivery.  For “Ground” delivery orders that arrive with damage or defect, retain all packaging and report the damage or defect to the shipper AND Home Gallery Stores within 24 hours of the delivery.   Restoration or replacement is the sole remedy for items that arrive incorrect, damaged, or with defect.  Requests to cancel orders for items arriving incorrect, damaged, or defective will be honored in accordance with our Cancellation & Return Policy (see below).
To our disappointment, both the original table top and the replacement table top were damaged beyond repair.  After discussions with the manufacturer of the table and the customer, it was decided that that a full refund to the customer was the preferred solution.  During the resolution process, [redacted] advised that they may desire to retrieve the damaged pieces for further inspection.  Ultimately, [redacted] notified Home Gallery Stores that retrieval of the product was not necessary in this case.  We advised the customer of [redacted]’s decision.  At [redacted]’s request, we prompted the customer to dispose or donate of the goods as she desired since [redacted] had closed the case without further inspections pending.
We regret that neither Home Gallery Stores nor the manufacturer were not able to provide the product to the customer free of damage.  As a result, a full refund was issued to the customer as agreed. Furthermore, while our Terms & Conditions of Sale including our Limited Warranty for Damage or Defect – GROUND SHIPPING (Drop Ship) do not specify or allow for products to be removed from the customer’s home at close of settlement/refund, in this case we located a salvage company in the customer’s area who agreed to retrieve the damaged products from the customer’s home.  The removal and disposition costs were paid by Home Gallery Stores.  
We appreciate our customer’s participation in the solution for this case, and we trust that the customer is satisfied with our efforts beyond the scope of our Terms & Conditions of Sale.

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]
Hello,The response from Home Gallery is untrue. The small monetary compensation they made to me was at the time the furniture was delivered. Instead of rejecting the furniture which would cause home gallery to pay the expense for delivery and rejection of the pieces that were damaged, they issued me a couple 100 dollars to take the furniture with those specific damages. Since then they r refusing to honor the warranty. The only action they took was to send defective used replacement parts and when I refused to use them they dismissed me. I would like to know what they did to solve the issue bc that is the only thing they did. I followed their policies and have paid for and additional extended warranty and they are ignoring to honor that as well. No one has come to my home to resolve the issue except for their representative that they sent one time who told everyone he could not fix the defective furniture. I want to make it clear that the small monetary reimbursement was in NO WAY the same issue that I am listing in my complaint. Please also understand that we have paid 499.00 for an additional warranty and they r refusing to honor that also. They have done nothing but ignore us that is why it has gone on for this long. We have emails and voice messages from them and I also have pictures of the defects and also the replacement parts they expected us to use. Please understand that I am not looking to "make money" as they said in their reply. I am looking to have what I paid for which is brand new furniture that doesn't split at the joints. Also please note that they are in violation of two contracts one the one year manufacturers warranty on top of the extended five year warranty. This is a very unfair situation and I hope you see that I as the customer have been taken advantage of because I have paid in full for furniture that is defective and I slightly after being sat at twice. I also have pictures of everything.  thank you, [redacted]

Dear [redacted]We are very sorry that the customer is unhappy with his purchase.  Upon reviewing our correspondence with the customer, we do see some discrepancies between his complaint and our records/correspondence with him.We have all potential customers participate...

in the check-out process before submitting an order and inform each customer during check-out:By submitting your order, you are agreeing to our Terms & Conditions (hyperlink[redacted]) including the "Cancellation & Return Policy" and the "Limited Warranty for Damage or Defect".Please find the Terms & Conditions of Sale (or policies) the cardmember agreed to at the time of purchase [redacted].  In addition to our Cancellation & Return Policy, we include our New Merchandise Guarantee and Payment Policy.  These policies state:  • When you place an order with Home Gallery, Inc., we submit a special order to the manufacturer on your behalf. All items ship brand new, direct from the manufacturer.• Payments entered via credit card, P[redacted], or [redacted] checkout will be charged in full at the time of purchase.The customer paid with a credit card and submitted his order via our website on Friday October 10th, 2014.  When the customer submitted the order, we sent an automated e-mail with the order summary and links to our policies.  On Monday October 13th, 2014, the salesperson that processed the order sent an e-mail to the customer informing him of a backorder delay.  She offered the customer the option to wait for the order or cancel the order and receive a full refund.  We estimated the order would be delivered within 2 weeks of mid-January.  When we did not receive a response from the customer, the salesperson sent a follow-up message on 10/16.  The customer responded on 10/20, and asked us to continue with the order (see E-mail from 10/13 & 10/20 [redacted]).The salesperson sent an e-mail on 10/21 with the order summary, backorder information, estimated delivery timeframe and details about the order/delivery process.  The message provided a link to our policies and more specifically offered a paragraph about “How to Cancel or Return an Order” (see E-mail from 10/21 [redacted]).On 11/17, the customer contacted us via the messenger on our website and inquired about the payment charged to his credit card.  The following day, the salesperson that processed the original order responded to explain that we collect payment at the time of purchase and apologized for any misunderstanding (see Callback Request [redacted]).On 1/3/2015, the customer contacted the salesperson via e-mail to request an update.  The salesperson contacted the manufacturer and found that the backorder date was pushed out to February.  She shared this information with the customer and offered to cancel the order and provide a full refund if he could not wait for the order.  The customer responded that he was willing to wait for this item (see E-mail Correspondence from 1/3 – 1/11 [redacted]).Although the manufacturer advised the backorder date was pushed out until February, the customer’s order did arrive to the manufacturer’s warehouse in mid-January.  The order shipped from the manufacturer’s warehouse on 1/15 and was delivered to the customer on 1/19 (see Proof of Delivery [redacted]).The customer e-mailed the salesperson on 1/21 after receiving the order.  He let her know that item “looks like nothing like [I] wanted.”  A representative from Customer Service sent an e-mail to the customer the following day requesting pictures and identifying labels on the packaging for the item delivered.  The customer responded with this information on 1/26.  Upon reviewing the photos, we found that we shipped the correct model to the customer and the item he received matched the item as pictured on our website.  We e-mailed the customer on 1/27, and informed him that he received the correct item.  We advised we could accept a return and provided him with the order confirmation we originally sent on 10/21, which included the Cancellation & Return policy.  The customer responded on 1/28, requested more information about the return policy, and stated, “It's not what I expected I didn't like the design. I want to return it even at my expense. Please send me a return authorization and return shipping label.”  We e-mailed the customer on 2/2 and advised the return was subject to a 50% restocking fee.On 2/2, the customer responded and requested a concession to our return policy.  We reviewed our expenses, and found we could not make any concessions to our policy.  We replied to the customer on 2/3 and informed him we had to collect the standard restocking fee to cover the expenses we incurred to process and ship his order (see E-mail Correspondence from 1/21 – 2/3 [redacted]).We did not hear from the customer, and therefore did not authorize the return or provide a return shipping address.In summary, the customer agreed to wait for the backordered item.  He contacted us after he received the order because the item did not meet his expectations.  We confirmed that we sent the correct item as shown on our website, and extended the option to return the order to the customer.  He did not agree to return the order in accordance with the conditions he agree to at the time of purchase.The customer’s option to return the order expired on 1/26/2015.  We provided one last opportunity to the customer to initiate the returns process on 2/3.  He did not respond, and we can no longer accept a return for this item.Sincerely,[redacted]
[redacted]
[redacted]
[redacted]

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]

Revdex.com Case No. [redacted] September 12, 2016 We regret that our customer has filed a complaint with the Revdex.com regarding this matter.   We offer the following explanation for the difference in pricing/availability between CLEARANCE items and other items on our site....

   Our customer purchased a model [redacted] on 9/5/2016.  From the language of our Terms & Conditions of Sale, which are presented during the checkout process and via personal email confirmations following any sale, CLEARANCE items are described as such: “Clearance Store items may be factory-direct, cancelled, or returned items.” CLEARANCE items are the result of our direct ownership of the merchandise either from our bulk purchase from a factory or from a previous customer’s cancelled sale.  We have the right (as a seller) to offer deeper discount pricing on these products.  Our CLEARANCE items are shown on our SALE tab.  Since we own the items, we can market them and price them more agreeably to result in customer purchase. The dining set purchased by our customer was found to have experienced damage while in our warehouse.  As a result of the damage, we cancelled the customer’s order and refunded the source of payment in full.  The set purchased by the customer was the only such set in our warehouse.  We did not have another set in CLEARANCE.   Our Terms & Conditions of Sale further specify the following: 
“Home Gallery Stores reserves the right to correct pricing and/or product descriptions upon discovery of incorrect pricing and/or product descriptions.  This includes corrections to quotes and submitted orders.  Home Gallery Stores reserves the right to cancel any order for any reason, and we will offer a full refund if we choose to cancel your order.”
Since we could not fulfill the order with merchandise from our CLEARANCE items, we cancelled the customer’s order, notified the customer in writing and refunded the order in full.
Since the set is no longer available in our CLEARANCE items, should the customer wish to place an order for the set, the order would follow the protocol of a “special order” from the factory, subject to current factory pricing standards for merchandise.  Current factory pricing (less any discounts allowed by the factory) with FREE shipping or a shipping charge as determined by the delivery destination and method would apply to the order.  The order would likely result in higher pricing than the CLEARANCE item.
The Home Gallery Stores welcomes the opportunity to assist our customer with another purchase.  Our team is available for questions related to the products we sell, our Limited Warranty for Damage or Defect and our Cancellation & Return Policy.  Additional information is available on the Home Gallery Stores FAQ page. 
Sincerely,
Home Gallery Stores Inc.

To Whom It May Concern:
We apologize that the customer misunderstood the estimated delivery timeframe and our “all-sales-final” policy for made-to-order furniture.  While we are sympathetic with her frustration, based upon our research, we provided...

accurate information with regard to production time, delivery estimates, and policies.  We conveyed this information on our website, during the check-out process, and in the order confirmation.
Our website advised, “This item will be made especially for you and requires an additional time for production of 4-6 weeks.”
Our policies (we which refer to as our Terms and Conditions of Sale) include information about the “Delivery Timeframe” and the “Cancellation & Return Policy”.  We advise in our polices at the “Delivery Timeframe” section, “A typical “White Glove” delivery will take 6 – 10 weeks to most areas.  Custom and/or Made-to-Order furniture may take up to 16 weeks for delivery.”  Our “Cancellation & Return policy” advises, “All sales are final for Bedding; Custom Upholstery; Made-to-Order
[redacted], and Upholstery; Mattresses; Clearance and Closeout items.  Final Sale items will not be accepted for return.”
The customer placed an order via our website for a sectional on 1/22/2014 at 9:22 am.  She indicated that she reviewed and accepted our policies during the check-out process.  She could not have submitted her order unless she indicated that she reviewed and accepted our policies.
We sent a personalized order confirmation to the customer on 1/23/2014 at 11:50 am.  In the order confirmation we advised, “The order is currently being made for you at the manufacturer which typically takes 4-6 weeks.  Based on the current availability, we estimate that you will have delivery within 4 – 8 weeks from that time.”  The order confirmation reiterated “All sales are final for Bedding; Custom Upholstery; Made-to-Order Casegoods, Outdoor Furniture and Upholstery; Mattresses; Clearance and Closeout items.  Final Sale items will not be accepted for return.”
We exchanged a few messages with the customer after she purchased.  The order confirmation with the estimated timeframe for delivery and a link to our complete policies is included in the string of messages exchanged.
On 3/11, our delivery partner in North Carolina provided a courtesy call to the customer to advise they have received the order from the manufacturer (located in Tennessee).  They also advised that they will contact her to confirm a delivery date once they consolidate enough orders to route a truck to Oklahoma.
We spoke with our delivery partner on 3/26.  They have called the customer to confirm a delivery for next week.  Due to the long distance nature of our deliveries, the truck is loaded and departs several days before a customer’s delivery date.  We must confirm delivery dates with our customers before we will add an order to a truck and attempt delivery.
We sent an e-mail on 3/26 to encourage the customer to confirm a delivery date with our delivery partner when they called.  The customer advised via e-mail that she did confirm a delivery date and will close this complaint once she receives the order.
The order has processed as expected and as we advised.  Our policies and the order confirmation advised of an overall time frame of 8 – 14 weeks for delivery.  If the delivery occurs by 4/9, we will have delivered within 11 weeks of the order date.
Sincerely,
[redacted]
Customer Service & After Delivery Care Manager
Home Gallery, Inc.

Revdex.com Case# [redacted]Customer: [redacted] Purchase Order# [redacted]
We greatly
apologize for the delay this customer has experienced with their order for the [redacted] The delays we have faced with
this order are unusual, and as such we have offered the...

customer a discount on
the order or to cancel the order for a full refund given the circumstances.The original
order suffered damage at delivery on 4/28 and was refused.  Because this item is custom-made, there is a
4-6 week lead time on production. To date, we have ordered 2 replacements for
this customer and both have arrived to our shipping partner with manufacturer
defect issues. We notified
the customer each time this has occurred. When the 1st replacement
arrived with issues, we provided the customer with a $150 discount on 6/21, which
they accepted. We offered to provide the customer with a full refund to cancel
this order when the 2nd replacement arrived with issues on 7/13. The
customer stated they did not want to cancel the order and that they needed the
chair. We have placed an order for a 3rd replacement. Our Customer
Service manager spoke at length with the customer over the phone on 7/21 and
also followed up with an email which stated that their replacement would arrive
within 4-6 weeks, and that we are committed in
keeping them updated on a regular basis (every 7-10 days) so they are well
informed on the status of their order. We reached out to the customer last on
7/28 to let them know the replacement was still in production at the
manufacturer, and we will continue to update them until the order is
successfully delivered. To our knowledge, the customer is graciously accepting
of this delay and will allow us to follow through in completing their order.

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 Manager
Home Gallery, Inc

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]
The business checked their phone records and said I didn't call. I got to their store somehow either calling or transferred. Asked for the information before purchasing. When it arrived it was the wrong color. I lost stalking fee and shopping. A total hit over $300. I don't find this fair or a fair business practice. They also told me to send it back, which when looking at the big picture, lost me $300 and the product. So nothing to show for it and a loss of most of the purchase total fee.

[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.

To Whom It May Concern,
We sincerely apologize for the inconvenience this customer
experienced with her order. In an effort to rectify this situation, we have
offered the customer a full refund for their order. The refund was processed
and issued on 8/11/2014.
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If the customer has any further questions or concerns she
may contact us directly. 
[redacted]  
[redacted]s  
[redacted]
* [redacted]   *   * [redacted]
Mon-Fri 9am – 6pm Eastern Time
[redacted]

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.
While delivery has been scheduled for February 16th, I don't trust that I'll actually receive the furniture until I see it in my house.  Until that time, the contract that I have with the company is unfulfilled and I'd like to leave this complaint open as unsatisfied.  I understand that the company had a delay with their manufacturer but I had to make multiple calls to get any information from them and each time their answer was different so I have no confidence in what they're now claiming will be my delivery date.  When I placed my order the language in my email (and the language on their website) states that delivery will be in 4 - 8 weeks.  Not that it "may" be delayed past that.  The only reason I got an update on January 9th was because I'd already contacted them a couple of times trying to find out where my furniture was and even then they didn't know when it would be delivered.  I made more contacts than that trying to nail down when the furniture would arrive.  As it is, I'm currently still out the money with no furniture.
Regards,
[redacted]

To Whom it May Concern:
class="MsoNormal">We greatly apologize our customer had a bad experience with the delivery driver.
On 2/17, the customer e-mailed us and shared her frustration that delivery could not be made during the originally scheduled window.  She also shared her experience with the delivery driver.
We began researching her complaint immediately.  On 2/18, we spoke with the customer, and she informed us that she has decided to purchase a curio from another vendor.  In that same call, we offered to send an alternate delivery team and a credit to compensate for her bad experience. 
As for her concerns about payment, we advise in the check-out process that due to the special order nature of our business, we must collect payment at the time of purchase.  The customer placed her order via our website on 1/31/2014, and we collected payment at that time.
At purchase, we shared with her our complete Terms & Conditions of Sale.  The customer accepted them as part of the check-out process.  We require each customer to check a box, which indicates:
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 [redacted] (found [redacted] including the “Limited Warranty for Damage or Defect” and the “Cancellation & Return Policy.”
We sent a personalized order confirmation on 2/3/2014 at 9:22am after confirming stock availability.  This e-mail reviewed our policies, including our Cancellation and Return policy, and what to expect during the order and delivery process (see enclosed).
After the call from the customer on 2/18, we reviewed the call details in an e-mail to the customer (see enclosed).  We again shared the offer for compensation and an alternate delivery team.  We advised if she wanted to cancel her order, she could cancel in accordance with our Cancellation or Return policy.  We also offered to look into additional options to cancel/return the order.
Our delivery partner advised on 2/20 there were several delays caused by detours in the customer’s area.  We could not confirm the tone of the conversation between the customer and driver.  However, we agree that if the event occurred as she stated, the driver’s behavior was unacceptable. 
We agree that we are responsible to make amends for a bad delivery experience.  We offered to issue a good will credit for her bad experience and to send an alternate driver team.
As she shared with us, the customer decided to purchase a curio from another vendor on 2/17.  She made this decision before we knew of the delivery issues and before we made an offer to make things right. 
Upon researching our expenses to cancel and return this order, we found our expenses to ship, return, and restock this curio equal $483.00.  The customer originally paid $800.90 for the curio, and we issued a $400.45 refund in accordance with our cancellation and return policy.  We have retained $400.45 from the customer to cover $483.00 in expenses to ship, return, and restock the curio.
This restocking fee complies with the Cancellation & Return policy that we shared with the customer before and after she decided to purchase from our site.  Our response to compensate for her experience and send a new team directly addresses her complaint.  Our restocking fee covers expenses incurred to date and addresses her decision to cancel the order and purchase a curio from another vendor.
We issued a refund of $400.45 on 2/21/2014 after the customer advised she would be contacting her credit card company to dispute payment.  Consumers have a right to dispute payment for retailers that do not perform in accordance with a sales contract.  We have performed in accordance with our sales contract, and we have made offers to amend our mistakes. 
At this time, the customer has received a refund in accordance with our Cancellation and Return policy.  However, the offer to deliver the curio with another team and provide a credit for her inconvenience is still available to the customer.  If she would like delivery, we kindly ask her to contact us with payment of $400.45, which is the amount we refunded.
Sincerely,
[redacted]
Home Gallery, 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 will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: [redacted]
Regards,
[redacted]
Thank you for contacting the Home Gallery furniture store in Richmond, VA.  A representative, Louise A[redacted] contacted me immediately.   She was very professional and expressed her regret for the poor communication.  Made no excuses. She explained the delay for the delivery of our recliner.  That was all I needed--to understand why we still did not have our chair.  It was a simple error--an employee reordered the wrong chair.As promised, Louise has sent my husband and I each an email every Friday to let us know.Sincerely,[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]
Hello,
The response from Home Gallery is untrue. The small monetary compensation they made to me was at the time the furniture was delivered. Instead of rejecting the furniture which would cause home gallery to pay the expense for delivery and rejection of the pieces that were damaged, they issued me a couple 100 dollars to take the furniture with those specific damages. Since then they r refusing to honor the warranty. The only action they took was to send defective used replacement parts and when I refused to use them they dismissed me. I would like to know what they did to solve the issue bc that is the only thing they did. I followed their policies and have paid for and additional extended warranty and they are ignoring to honor that as well. No one has come to my home to resolve the issue except for their representative that they sent one time who told everyone he could not fix the defective furniture. I want to make it clear that the small monetary reimbursement was in NO WAY the same issue that I am listing in my complaint. Please also understand that we have paid 499.00 for an additional warranty and they r refusing to honor that also. They have done nothing but ignore us that is why it has gone on for this long. We have emails and voice messages from them and I also have pictures of the defects and also the replacement parts they expected us to use. Please understand that I am not looking to "make money" as they said in their reply. I am looking to have what I paid for which is brand new furniture that doesn't split at the joints. Also please note that they are in violation of two contracts one the one year manufacturers warranty on top of the extended five year warranty. This is a very unfair situation and I hope you see that I as the customer have been taken advantage of because I have paid in full for furniture that is defective and I slightly after being sat at twice. I also have pictures of everything.  thank you, [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 will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: [redacted].
Regards,
[redacted]

Revdex.com spoke with the business. After the issues with the delivery on October 30, 2015 the business made the decision to provide a full refund to the customer. On November 4, 2015 the business was not able to provide a refund directly to the customer's card as it has expires and their control issued a check. It was mailed out on or about November 9, 2015. The business notified the customer of this by phone but had to leave a message.

This is my second complaint within the past month with this company. Today on Oct 30 2015 I again had a Scheduled delivery. Upon, the delivery companies arrival the driver recommended to me that I should reject the entire order due to damages. I went to the truck and took some pictures of just some of the damage noted by the driver. The reason I refused the entire shipment was due to any hidden damages that I could not see as to the way the pallet was packed. I have tried numerous times today to contact a representitive from home gallery, with no results. As stated in my previous complaint this has been going on since May of this year. Now according to previous correspondence with Home Galley their policy is no refunds. After six months, we feel that we are now the victims in all of this. All that we want is to get a full refund, and any compinsations should be between Home Gallery and whatever shipping /delivery company that they chose. Again, we feel that 6 months of waiting for our purchase to be delivered undamaged is not an unachievable request. We have waited patiently, but enough is enough and we want our money back so that we can purchase a Dining Room Set locally ando be done with all of this. Please put yourself in our position, hoe would you feel. Your assistance would be greatly appreciated. Thank you again

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 am attaching several documents which include two from yesterday, Home Gallery's offer (which indicates they know they were wrong) along with my reply as well as the original order and the referenced photo from their website they are referring "show" holes come free of charge on the sides of the cabinet.  Unless you magnify the photo you do not see any holes, I have seen this piece of furniture in the [redacted] there are not holes in the sides and since Home Gallery was selling the same manufacturer piece for $200 less, I decided to order from them.  They immediately charged my credit for the purchase on June 6, 2014.  I waited 6 weeks for delivery and had the problem upon delivery -  the driver of the delivery company said it was damaged and they were having issues like this and he would suggest not accepting.  I took his professional advice and since I paid over $2400 for this item, I felt the cabinet should be in perfect condition, this was not a $400 cheap cabinet.  I immediately reached out to both the delivery company and Home Galleries.  They told me they would repair the item and were sending plugs to the delivery company to repair and redeliver.  I waited an additional 3 weeks, and had to again contact Home Galleries who gave me the statement in the attached email saying they could redeliver the piece without the plugs filled and would send me the plugs to put into the piece myself.  This was ridiculous.  How long does it take to ship out plugs?  This should have been done the day they received the complaint. I have had missing parts on other purchases I have made through the years and the customer service department usually ships out ASAP.  Not Home Gallery...why did they care, they have the cabinet and they have my money. 
Additionally, I am undergoing cancer treatment for stage 4 melanoma, I have never in my 55 years of life experienced a bully agreement such as theirs, so much for happy customers, this has been very stressful especially in my condition.  If they had delivered the furniture in perfect condition, I would have gladly accepted it.  However, they have been playing games and bullying their consumers by threatening the return policy of 50% restocking when the item was not as described and delivery was not accepted.  Isn't this a nice way to make money, wait to deliver the item until 6 weeks, if the item is defective, they only have to return 50% as it is past a certain date.  Very convenient and very deceptive.  This is almost theft.  Where is the customer's protection?  Again I saw this cabinet in person at a competitor furniture store and there were not "holes" on the sides.  This is not an "accessory" of the product, as Home Gallery is stating, it is lack of quality control on their part and I don't think I should have to pay for this.  I am requesting a full refund.  On your website another one of their customers received a full refund,  I don't think my situation is any different and I would request the same outcome - 100% money back.
Should you have any further questions, please do not hesitate to contact me.  Thank you.
Regards,
[redacted]

To Whom It May Concern,
Our offer to issue a credit to the customer is not an admission of fault.  We special ordered the 2-pc Display Wall for the customer, and we wanted her to receive her order.
We collect payment at the time of purchase because we special order the furniture, and we advise this during check-out.  We estimated to provide delivery within 4 – 6 weeks, and we met that timeframe.
Although the order did not meet the customer’s expectations, there is nothing wrong with the furniture.  The customer has buyer's remorse, and we provided a refund in accordance with our Cancellation & Return policy because this is a customer preference return.  
Our Cancellation & Return policy is consistent with return policies for online retailers.  The policy states, "Orders Cancelled after Shipper Contact, at Delivery, or after Delivery" are subject to a “50% restocking fee”.  Additionally we inform purchasers, "The restocking fee covers administrative, shipping, storage, and all associated fees incurred during the processing and shipping of your order."  No retailer that special orders from the manufacturer directly and ships White Glove can provide a full refund so that customers can try out furniture in their home.
We paid $574.00 to ship the order to the customer, and as stated in our previous response, we cannot return the order to the manufacturer.  The shipping fee must be paid to the shipping company whether the customers takes the item or not.  We do not stock furniture, we ordered this model for this customer specifically, and we cannot return it to the factory or receive credit for this model, particularly when there is nothing wrong with it.
We do not know what the customer saw in another store, but it must not be the exact same item because the factory makes the item with holes in the side.  We consulted directly with the factory about this item, and the order was exactly how the factory intended. This cabinet is designed to accommodate additional side piers.  It can be used as a stand-alone cabinet, but it is not modified based on whether or not the side units are purchased.  We ordered the wood plugs from the manufacturer (we do not stock parts), which are not included with the model she ordered, as a special request from the factory and to try and satisfy the customer.
We offered an extreme discount to this customer to take the item because it was a generous and fair offer.  We wanted to find an amicable resolution, and we wanted the customer to receive her order.   
The same day we offered the deep discount, and the customer declined the offer, we advised, “We want to be fair to you, and if we can reassign the order within 120 days, we will issue another refund to you (less any discount/mark-down to sell the goods we ordered specifically for you).  There is a small chance we will be able to reassign this order or sell it on our Clearance site.”
We will likely have to sell the order at a deep discount.  Our sales records show that we have sold this 2-pc Display Wall to one other customer in the past year.  If we do not sell this model within 120 days, we will have to liquidate the goods.  If we do have to liquidate the goods, we will not be able to issue any further refund.
The offer to deliver the order still stands, provided the customer pays back what we have refunded.
We are sorry to hear of the customer’s hardships.  Our policies are not intended to bully customers.  Our policies are consistent with similar retailers, and we hold ourselves responsible for issues we cause.  We do not accept responsibility, financial or otherwise, for the customer’s preference to cancel/return the order because it does not meet her expectations based on furniture she saw at some other retail location.
Sincerely,
[redacted]
[redacted]
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