Homestead Furniture Inc

Review: 8/13/2013

Dear Sir/Madam,

As per our phone conversation of September 11, 2013 regarding a Complaint with Homestead Furniture, Inc. of 401 Third Street, Nescopeck, Pa., 18635, what follows is our narrative of events that transpired since July 22,

2013.

My wife and I were in the process of changing our residence to an over 55, no maintenance park.(we had sold a larger home and some of the furniture in it and were in need of some new furniture). We chose Homestead Furniture because we had previous dealings with them in years past and were very pleased with their service and the quality of furniture.

As indicated on the attached purchase order dated 7/22/13 one of the items purchased was a server for $799.00 (the total order came to $4,574.96) All of the items except for a special order footboard were delivered on Friday 8/2/13. We decided immediately that the server would not serve the purpose we needed it for. On 8/5/13 we called [redacted] (our salesman & store manager) and told him we would like to return the server for another piece of furniture and were told that WAS NOT AN OPTION, that the server was a special order (if it was a special order then why was it delivered on 8/2/13 and not with the footboard?) and that we had to keep it. . Meantime we attempted to fit the server into our new home. We found that the server which had holders for wine bottles was defective and would not hold wine bottles. We called Homestead and explained the problem to **. [redacted] and he told us that the special order footboard was in and he would deliver the footboard himself and check out the server. He delivered the footboard on 8/28 installed it and took pictures of the problem the server had keeping the wine bottles in place. He said he would contact the manufacturer and get back to us. Again we asked him if we could please get another piece of furniture and again we were told it WAS NOT AN OPTION. He called on 9/4/13 and said that he had contacted the company and that they would make a new rack for the server and that it would take 2 months. My wife told **. [redacted] that was an awful long time to have a piece of furniture we could not use and ask him again about selecting another piece in it’s place. Again she was told that WAS NOT AN OPTION. We told him that we were going to contact the Revdex.com or a Magistrate.

We have never had a problem regarding the return of items and fail to understand why Homestead Furniture acted in this manner.

We would very much like to resolve the dispute by Homestead Furniture either returning the money that we paid for the server or allow us to to purchase another piece of furniture of equal or higher value.

As per your instructions . we will phone you in a week regarding your decision on this matter.

Very Respectfully,Desired Settlement: see Attached document

Business

Response:

October 14, 2013

Dear [redacted],

This is in response to ID [redacted].

Please note our correct address above. We did not receive any previous contact from your office in reference to this matter. Perhaps due to being sent to a former address.

**. and [redacted]. [redacted] ordered the product in question from a catalogue. We delivered the correct product on 8/2/13. When ordering the product, they mentioned that wine storage was not an important feature at the time but that the cabinet size was appropriate. Within a few days of delivery, [redacted]. [redacted] called stating that she was unhappy with the cabinet because it did not offer enough storage for items other than wine. She asked that we exchange it for a different item. I told [redacted]. [redacted] that because it was a special order (non-stock) item, that the item was not able to be exchanged. She was not pleased.

On 8/16/13 [redacted]. [redacted] called and left a message with another employee stating that the wine rack did not hold all her wine bottles in the appropriate position to keep the corks wet. She felt that this was a reason to return the item. I was on vacation at this time.

On 8/19/13 I called [redacted]. [redacted] and discussed this matter with her and we decided that I would check the cabinet on 8/28/13 when I was to deliver a footboard to the [redacted]'s.

Upon checking the wine rack I did find that some bottles did slide forward enough to drop to a level, rather than inclined, position. I stated that I would confer with the manufacturer about the issue and took photos to email to the manufacturer.

I sent the manufacturer ([redacted]) an email with photos on 8/29/13, which was just prior to Labor Day weekend.

I received a reply from [redacted]. on 9/4/13 that they would remedy the issue by manufacturing a new wine rack to correct the situation.

Pg.2

This is within the guidelines of their written warranty which states...

"[redacted]. will, at its option, either repair or replace any defective furniture or parts covered under this warranty."

I called and spoke to [redacted]. [redacted] that same day (9/4/13) and told her multiple times that it would take at least eight weeks for the part to arrive because it is being manufactured in China. She was not happy and wants the item to be exchanged for a different item.

We regret that an issue exists. Both we and the manufacturer are working to resolve the issue. It is unfortunate that [redacted]. [redacted] finds the item, even after the issue is resolved, to not fully satisfy her needs for which she purchased it.

We did order and deliver the item that **. and [redacted]. [redacted] ordered and are working to resolve the issue.

Thank you for your attention to this matter,