Home IQ Furniture and Rug

Hello,We have reached out to the customer and resolved the complaintCustomer accepted and received a $store credit as compensation on 12/13/15.If you need any additional information, please contact me at ###-###-####.Thank you,Tom K***

[A default letter is provided here which indicates your acceptance of the business's response.? If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me.? Regards, [redacted]

Re: [redacted] Complaint ID Number [redacted] To Whom It May Concern, In regards to Complaint ID Number [redacted] , the series of events are as follows: On Black Friday, November 28, 2014, [redacted] came into our showroom looking for a new living room setWe had one set on the showroom floor in a shale color that ** [redacted] was interested in; the Sofa was tagged at $and the Loveseat was $She asked the sales associate if it came in any other colors as she was unsure if the shale gray will work well in her room and fortunately the set came in a Garnet red color as wellShe asked to see a picture of it and the only photo that we had of the garnet color was in a sectional, however the color was also available for the sofa and loveseat set The client's main concern was that she needed it right away, yet from the very beginning we are upfront with her and explained that typically this particular manufacturer's lead time is four to six weeks However, due to the holiday, both Thanksgiving and Christmas, we could not guarantee that the set will arrive before ChristmasThe manufacturers typically close for two weeks for holiday, so we gave her an estimated date of arrival for sometime between the beginning-middle of JanuaryWe offered the shale colored floor model to the client, since we could deliver it to her right away, however, she wasn't sure the color would match her roomAfter much debate ** [redacted] decided to go ahead with the garnet color, despite the lead time The set retailed for $969, yet since it was BlackFriday we were offering an additional 10% off, bringing it down to $before tax and deliveryAfter negotiating back and forth, we wanted to make the client happy, so we settled at $for the set, $with tax and delivery; a savings of over $** [redacted] looked over the invoice, signed our conditions of sale and left the store very satisfied that we were able to make a deal for herOnce the pieces arrived we called ** [redacted] to schedule her delivery for Saturday January 10, Upon delivery we received a phone call from the client expressing that the color wasn't correctWe asked ** [redacted] to confirm what color was sent to her and she told us it was the garnet colorPer the customer's invoice, the item numbers of the Sofa and Loveseat, as well as the garnet body fabric that the customer selected, matched the actual pieces that were delivered to her homeAs far as we are concerned, everything that was delivered to ** [redacted] is exactly what was ordered on her invoice and what she signed off on at the time of purchase Our Conditions of Sale clearly states "All Purchases are Final - No Refunds" and "Any merchandise cancelled and/or refused at the time of delivery, will be subject to a 25% restocking feeThe remaining balance will be issued as a store credit only." We reminded ** [redacted] of our conditions of sale and explained to her that there will be a 25% restocking fee of $190, plus a new delivery charge of $ to bring her the replacement setYet we continued to try and make the customer as satisfied as possible by compromising and offering to bring the restocking and delivery fee down to an even $100, another savings of $** [redacted] agreed and we told her we will order the set first thing Monday morning and that she doesn't have to worry about paying the $until the set arrives, which she was pleased aboutRoughly ten minutes after we got off the phone with the client, her son calls the store and begins to raise his voice at the sales associateWe were under the impression that everything had just been settled with ** [redacted] herself, however, now her son, ***, would like to go through the legal system to resolve the matter Should you need additional information, please feel free to contact me Sincerely, Thomas K [redacted] President, Owner

Hello, We have reached out to the customer and resolved the complaint Customer accepted and received a $store credit as compensation on 12/13/If you need any additional information, please contact me at ###-###-####Thank you, Tom K***

As noted by the customer in her initial comment: "within less than months of use", however, this was actually brought to our attention two and a half months after the purchaseOur return policy is days, yet we still, as we always do, try to accommodate our customers even beyond our policyWe ordered brand new replacement pieces directly from the manufacturer for the clientWe understand that sometimes there might be a “lemon” in the mix of pieces, however, to have the same piece get damaged twice within months is extremely rare unless it is sustaining physical abuse; especially since we’ve never had any issues with this particular product beforeWe pride ourselves in customer service and want our clients to be fully satisfiedThat being said, with the customer's approval, we will make a third and final attempt to visit their home and see what we can do to get this resolved for them

We spoke to ** [redacted] on February 10th and explained to her that a replacement set was ordered and is going through production as we speakWe told her that if she drops the case with the Revdex.com, we will still accept our original offer of waiving the restocking fee and charging a flat $for the replacement pieces including a re-delivery** [redacted] said she will get back to us by February 12th, yet we still haven't heard anythingOnce again, the set was ordered based upon what was written on the invoice and signed by ** [redacted] , and we are trying our best to work with the customer to keep them as satisfied as possiblePlease see the attached copy of the Invoice Sincerely, Tom K***

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: ***I am rejecting this response because: The cushion was defective, which was clearly agreed upon by the designer and the owner. It did not have the piping we agreed upon and it did not fit the charirThat is why the parties agreed to take it back to fix it. This act of taking the cushion back was a clear acknowledgement of the defective productI only recieved one replacement cushion (not two). The replacement cushion was worse than the first one because the piping was crooked and still hung off about inches off the chair. The designer and the owner both agreed to fix it due to the defect. I am still waiting for the replacement (and have been for months). I have heard various inconsistent stories from the owner about the statusFirst, he told me the delay is due to the fact that they are making sure it fits the chair. I called back weeks later and heard a different story - that the material was not in stock currently. Until I recieve the replaced cushion, the owner failed to provide the agreed upon product that I purchased and as such breached the contractRegards,*** ***

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:NO ATTEMPT HAS EVER BEEN MADE TO COME OUT TO MY HOUSEFALE PROMISES TO CALL ME BACK AND SCHEDULE A VIAOT ON YHE HAND YESLETS MAKE THAT CLEARI UNTIL NOW, AM STILL WAITING FOR IGOR OR LIAM TO GIVE ME A CALL BACK TO SCHEDULE SOMEONE TO COME OUT TO THE HOUSE. IT IS RATE? THE FRAME OF THE BED IS A JOKE! I MADE IT CLEAR TO IGOR AND MY SALES REP, JONATHAN I BELIEVE, THAT I HAVE A POWERED BED FRAME AND A *** AND *** BOTH ASSURED ME THAT THIS BED WAS A STRONG BEDAS YOU DAW ON THE SEVERAL PICTURES I SENT YOU THAT isn’t THE REALITY IN THIS CASE.ALSO, WARRANTY AS FAR AS I AM CONCERNED AND WAS TOLD BY THE SAME PEOPLE WHO SOLD ME THE PRODUCTS ARE DAYS SO I AM NOT SURE WHERE you’re GWTTING DAYS FROMYOU ARE EITHER LYING HERE OR IGOR AND THE SALES REP LIED TO MEYOU HAVE MOT BEEN TEYING TK HELP ME AT ALL WITH THIS ISSUESO YOUR STRIVE TO KEEP YOUR CUSTOMERS HAPPY HAS A HOLE.My phone number is *** or ***Feel free to call and schedule the visit ASAP as I have been waiting for this call for about two months now since Thanksgiving weekyour least attempt? Here you go call me within a week or I will unfortunately have to eacalate this issue to stronger meanings to get it resolved. If anybody is trying to work with anybody here is me giving you and your business a chance to resolve this at your best interest.
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

[A default letter is provided here which indicates
your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

As noted by the customer in her initial comment: "within less than months of use", however, this was actually brought to our attention two and a half months after the purchaseOur return policy is days, yet we still, as we always do, try to accommodate our customers even beyond
our policyWe ordered brand new replacement pieces directly from the manufacturer for the clientWe understand that sometimes there might be a “lemon” in the mix of pieces, however, to have the same piece get damaged twice within months is extremely rare unless it is sustaining physical abuse; especially since we’ve never had any issues with this particular product beforeWe pride ourselves in customer service and want our clients to be fully satisfiedThat being said, with the customer's approval, we will make a third and final attempt to visit their home and see what we can do to get this resolved for them

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

[A default letter is provided here which indicates
your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because:
Tom K***, owner of Less
Furniture, stated a few details that were inaccurateHe has not acknowledged
our offered resolutions in the original complaint, which is disrespectful and
demonstrates the business’ unwillingness to treat us fairlyWhen my mother and I were in the
store looking at different couches my mother asked to see what other colors the
furniture was available inKim, the store manager, showed us the other options
on her computerWe did not like the garnet color and said we wanted the shale
color that was available in the showroomWe wanted it delivered as soon as
possible but Kim said it would take six to eight weeksShe did offer the floor
model, but it looked old and Kim said it had been there for three weeks already
so we told her we would wait for the new shale couches to be deliveredFurther,
the shale couches were the only ones in the store so their offer to allow us to
purchase that demonstrated their awareness that the shale color is what we
wanted
When paying for the furniture Kim said we had to
pay the full amount for the sofa and love seat up front including the delivery
feeWe were focused on the making sure we were being charged the proper amount
when she wrote the invoiceWe did not realize that she had written garnet in
the body of the invoice because we was focusing on the priceMy mother also clarified
several times that they were sending the proper sofa and love seat that we had
liked in the show roomFinally when the wrong colored sofa and love seat were
delivered my mother called Kim right awayKim said she would send the shale love seat and
couch but it would take an additional six weeks and there would be a 25%
restocking feeMy mother said that is not right since we had already paid $for the
couches and shipping on November 28th, and waited six weeks only to
get couches that were a color we never wantedKim then said we could pay an
extra $at the time they deliver the shale sofa and love seatHowever, this
is still not right that we should have to pay extra money for what we originally
wanted and never receivedI called them up shortly and told Kim that we
should not have to pay extra to have our proper couches deliveredShe said
that my mother had signed the receipt and the receipt states they cannot be held liable
for any problems with the furniture and that they get to charge a restocking
feeThe next day Tom called and spoke to me still insisting that they must
charge a restocking fee and that this is our fault because we did not look at
the color on the receiptI said that we would either like the proper
furniture delivered without any additional fee since we currently have nothing,
or to cancel the entire transaction and provide us a refund of the full balance
we had already paidAfter a few days my mother called Tom because he had called us separately and not left a messageHe said that now we have to pay $plus an
additional $for the new delivery because we contacted the RevDex.comHe was very loud on the phone and kept berating my mother during the call
With all the back and forth and lashing out we would prefer to have this matter
resolved by having the money refunded that has been paid and not having any
further dealings with this store
Regards,
*** ***

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:NO ATTEMPT HAS EVER BEEN MADE TO COME OUT TO MY HOUSEFALE PROMISES TO CALL ME BACK AND SCHEDULE A VIAOT ON YHE HAND YESLETS MAKE THAT CLEARI UNTIL NOW, AM STILL WAITING FOR IGOR OR LIAM TO GIVE ME A CALL BACK TO SCHEDULE SOMEONE TO COME OUT TO THE HOUSE. IT IS RATE? THE FRAME OF THE BED IS A JOKE! I MADE IT CLEAR TO IGOR AND MY SALES REP, JONATHAN I BELIEVE, THAT I HAVE A POWERED BED FRAME AND A *** AND *** BOTH ASSURED ME THAT THIS BED WAS A STRONG BEDAS YOU DAW ON THE SEVERAL PICTURES I SENT YOU THAT isn’t THE REALITY IN THIS CASE.ALSO, WARRANTY AS FAR AS I AM CONCERNED AND WAS TOLD BY THE SAME PEOPLE WHO SOLD ME THE PRODUCTS ARE DAYS SO I AM NOT SURE WHERE you’re GWTTING DAYS FROMYOU ARE EITHER LYING HERE OR IGOR AND THE SALES REP LIED TO MEYOU HAVE MOT BEEN TEYING TK HELP ME AT ALL WITH THIS ISSUESO YOUR STRIVE TO KEEP YOUR CUSTOMERS HAPPY HAS A HOLE.My phone number is *** or ***Feel free to call and schedule the visit ASAP as I have been waiting for this call for about two months now since Thanksgiving weekyour least attempt? Here you go call me within a week or I will unfortunately have to eacalate this issue to stronger meanings to get it resolved. If anybody is trying to work with anybody here is me giving you and your business a chance to resolve this at your best interest.
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

Hello,We have reached out to the customer and resolved the complaint. Customer accepted and received a $store credit as compensation on 12/13/15.If you need any additional information, please contact me at ###-###-####.Thank you,Tom K***

Re:
"line-height:115%Times New Roman","serif""> ***
Complaint ID Number ***
To Whom It
May Concern,
In regards
to Complaint ID Number ***, the series of events
are as follows:
On Black Friday, November 28, 2014, *** *** *** came
into our showroom looking for a new living room setWe had one set on the
showroom floor in a shale color that *** was interested in; the Sofa
was tagged at $and the Loveseat was $She asked the sales associate if
it came in any other colors as she was unsure if the shale gray will work well
in her room and fortunately the set came in a Garnet red color as wellShe
asked to see a picture of it and the only photo that we had of the garnet color
was in a sectional, however the color was also available for the sofa and
loveseat set
The client's main concern was that she needed it right away,
yet from the very beginning we are upfront with her and explained that
typically this particular manufacturer's lead time is four to six weeks
However, due to the holiday, both Thanksgiving and Christmas, we could not guarantee
that the set will arrive before ChristmasThe manufacturers typically close
for two weeks for holiday, so we gave her an estimated date of arrival for sometime
between the beginning-middle of JanuaryWe offered the shale colored floor model to the client, since we could
deliver it to her right away, however, she wasn't sure the color would match
her room. After much debate *** decided to go ahead with the
garnet color, despite the lead time
The set retailed for $969, yet since it was BlackFriday we were offering an additional 10%
off, bringing it down to $before tax and deliveryAfter negotiating back
and forth, we wanted to make the client happy, so we settled at $for the
set, $with tax and delivery; a savings of over $***
looked over the invoice, signed our conditions of sale and left the store very
satisfied that we were able to make a deal for herOnce the pieces arrived we
called *** to schedule her delivery for Saturday January 10,
Upon delivery we received a phone call from the client
expressing that the color wasn't correctWe asked *** to confirm
what color was sent to her and she told us it was the garnet colorPer the
customer's invoice, the item numbers of the Sofa and Loveseat, as well as the
garnet body fabric that the customer selected, matched the actual pieces that
were delivered to her homeAs far as we are concerned, everything that was
delivered to *** is exactly what was ordered on her invoice and what
she signed off on at the time of purchase
Our Conditions of Sale clearly states "All
Purchases are Final - No Refunds" and "Any merchandise cancelled
and/or refused at the time of delivery, will be subject to a 25% restocking
feeThe remaining balance will be issued as a store credit only." We
reminded *** of our conditions of sale and explained to her that
there will be a 25% restocking fee of $190, plus a new delivery charge of $
to bring her the replacement setYet we continued to try and make the customer
as satisfied as possible by compromising and offering to bring the restocking
and delivery fee down to an even $100, another savings of $***
agreed and we told her we will order the set first thing Monday morning and that she doesn't have
to worry about paying the $until the set arrives, which she was pleased
aboutRoughly ten minutes after we got off the phone with the client, her son
calls the store and begins to raise his voice at the sales associateWe were
under the impression that everything had just been settled with ***
herself, however, now her son, ***, would like to go through the legal system
to resolve the matter.
Should you
need additional information, please feel free to contact me
Sincerely,
Thomas K***
President,
Owner

Hello,We have reached out to the customer and resolved the complaint. Customer accepted and received a $200 store credit as compensation on 12/13/15.If you need any additional information, please contact me at ###-###-####.Thank you,Tom K[redacted]

The cushion was defective, which was clearly agreed upon by the designer and the owner. - Yes it was, we acknowledged that and already stated that in our original response, so we asked the manufacturer to make a new one. 
I only received one replacement cushion (not two). The replacement cushion was worse than the first one because the piping was crooked and still hung off about 2 inches off the chair.  The designer and the owner both agreed to fix it due to the defect. - We did agree to fix it and we paid for the repairs as a courtesy to Mrs. [redacted], yet it was still not to the client's satisfaction even though all the management of the store and even her own designer agreed it looked fine. 
I am still waiting for the replacement (and have been for months).  I have heard various inconsistent stories from the owner about the status. First, he told me the delay is due to the fact that they are making sure it fits the chair.  I called back weeks later and heard a different story - that the material was not in stock currently. - Once again, we can only tell the customer what the manufacturers are telling us. We would never lie or make up "stories" for our clients; we were straight for[redacted] and honest with her and told her the same responses the manufacturer was telling us. We are not the ones making the seat cushion otherwise this would have been settled last year. Unfortunately we are the middleman and at the hands of the manufacturer. If she has any problems, she is more than welcome to take it up with the manufacturer itself.    
Until I receive the replaced cushion, the owner failed to provide the agreed upon product that I purchased and as such breached the contract. - Mrs. [redacted]'s replacement cushion has arrived from the manufacturer and is ready for pick up any day except for Wednesdays between the hours of 10am-5pm. 
Regards,
Tom K[redacted]

Hello,
We have reached out to the customer and resolved the complaint. 
Customer accepted and received a $200 store credit as compensation on 12/13/15.
If you need any additional information, please contact me at...

###-###-####.
Thank you,
Tom K[redacted]

As noted by the customer in her initial comment: "within less than 2 months of use", however, this was actually brought to our attention two and a half months after the purchase. Our return policy is 30 days, yet we still, as we always do, try to accommodate our customers even beyond...

our policy. We ordered brand new replacement pieces directly from the manufacturer for the client. We understand that sometimes there might be a “lemon” in the mix of pieces, however, to have the same piece get damaged twice within 6 months is extremely rare unless it is sustaining physical abuse; especially since we’ve never had any issues with this particular product before. We pride ourselves in customer service and want our clients to be fully satisfied. That being said, with the customer's approval, we will make a third and final attempt to visit their home and see what we can do to get this resolved for them.