House Of Bedrooms

The consumers credit card has been refunded

On 1-5-*** *** *** purchased a special order Huppe Silk Bedroom set, at that time ** *** signed that he understood this was a special order that would take 6-weeks and there are no refunds on special orders. At this time he placed a $deposit to start the special order
This was delivered on 3-13-2016, this is when the guest paid the $COD, at this time it was noted that we needed to order a new rail because one of the mounting brackets was bent and was not able to be assembled correctly but was able to be used until the new part arrived. Rather than order just a new rail system, we were able to order a complete new bed and have it expedited which was delivered on 4/and the guest thoroughly inspected at the time of delivery and signed that it was in perfect condition.. About weeks later the guest called asking about the warranty, I informed him that he does have a year warranty against any manufactures defects. He said he was going to send me pictures of the defect which he did that same day. The picture he provided clearly shows a crushed corner of a leg of the bed (I can provide these pics electronically however they do not print or fax very well), I informed him that this is not a defect but that something banged into the bed and reminded him that when we exchanged his entire bed he acknowledged it was perfect and that it would not be covered by a manufactures warranty. The guest was unhappy with this answer Since that time the guest has disputed their charge with *** ** *** and at that time the charge card company removed the money from our account, the second half of the clamOne being the initial deposit and other being the C.O.Don delivery In speaking with *** ** *** merchant services they have since reversed the charge back of $and the the other is still in the dispute process because we accidentally overlooked and forget to submit as a second case number *** ** *** advised me Friday 6-24-not to make any commitments one way or the other with the customer until the dispute resolution process is over in days from 6-13- I can provide any of the above mentioned paperwork at any time you would like We at the House of Bedrooms are an A+ rated company with the Revdex.com with zero outstanding complaints and have a solid reputation dating back to and take pride in taking care of our customers, however we can’t extend a warranty to furniture that is damaged by the guestIn closing please understand that we are not motivated by the money and our reputation is much more important. We have bent over backwards for this guest and treated this customer with extreme courtesy and professionalism as always. We are not in any position to lie to you or mislead you Please feel free to contact me with any addition questions or documentation you may need at *** or ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of why I am rejecting this response appear below:
I read the response sent by HOB on this caseI would like to highlight few quality issues that are not mentioned in *** reply.Point#- As per the response from ***, mounting bracket was bent and they replaced the whole bed because of this problemThe reality is - bent bracket was just one problem with the bedThere were other major issues with the bed. a.)Wood chipping off from the sideboard during the first delivery of the bed(sideboard bro*** during first delivery) b.) Bed alignment issue (alignment issue during first delivery)We had sent them email with same pictures of the chipped off wood and alignment*** gave us a hard time understanding and addressing the real problemWe had to contact the store owner - *** - who finally agreed that this bed have had issues in the past and he replaced the bed for usHe also assured us that there will be no defects in future and if needed, they will cancel the contract with vendor if there are any more issuesPlease see pictures ta*** at the time bed was delivered.Point#- We have started experiencing another big issue with the bedIt make loud squeaky sound when you get up, lay or turn on the bedWe have emailed/called *** about this problem but has not addressed it so farWe have asked him or his team to come over and check this particular problem but he has not replied to us on this issueThis is for sure a quality problem and HOB needs to address it. Point#- The bed is a platform bed and does not have legsIt has a foot board that rests on the carpetThere is no way we can damage lower corner of the foot board and chip off wood from that part (picture attached)It looks like wood has swollen from that corner.It is really disappointing that we are going though all this even when the bed is covered under year warrantyThis bed definitely has serious quality problemsWe are not comfortable in keeping this bed as we have already seen so many problems in just monthsWe spent a lot of money on this furniture thinking it to be a long term investmentMoreover, HOB has worst customer service where they try to blame the customers rather than addressing the issues.It is really difficult and frustrating for us to deal with HOB as they do not provide any solution and try to blame everything on customersWe feel cheated as customers and looking forward for justice.Request you to please help us getting our money backWe are willing to return this furniture and get over with it.Please feel free to email/call in case you need more information
Regards,
*** ***

The consumers credit card has been refunded.

Revdex.com:
I have reviewed the 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 why I am rejecting this response appear below: The total amount paid for this bed was $4603.00. $1403.00 was paid as an advance at the time of order. The remaining $3200 was paid when the product was delivered. As of today (30th June, 2016), I see a refund of $1403.00 ONLY. I have not received the refund of remaining $3200.00 yet.]
Regards,
[redacted]

I spoke to the guest, we are going to pick the the bedroom set and issue the remainder of the refund in the form of a check once the dispute resolution process is over with the credit card company. The credit card company said that we should not do anything until 60 days after the process starts (which was 6-13).  After 8/13 we will set a pick up date.  [redacted]