Houston's Yuma Furniture Mall

Good Afternoon,[redacted] reselected to a new La-Z-Boy Recliner on 02/07/2015.And we delivered on 02/12/2015.Order has been completed. Thank you,[redacted]

I want to be sure that the free delivery is for all the items not just the TV...

stand and the refund to my account includes the protection plan adjustment cost. Also, they mention that if I wanted to return one item for any reason they would give me credit for it. I realised that the 3 pack tables will not fit in my living room, so I will not take them and I want the credit to be applied to my finance account.

At the time of purchase on 12/8/13, [redacted] signed a no cancellation/no refund policy. The order was processed with ** on 12/8 and funded on 12/9; and my order desk placed the order on 12/9.   I do see notes in the system that [redacted] phoned to speak with his Sales Associate on 12/10 regarding cancellation of the sale.  [redacted] informed his Sales Associate that he wanted to cancel, and he was informed that he had signed the policy.  Asked to speak with a Manager, I did speak with [redacted] on a few occasions regarding the order, and at which point he did inform me that he wanted to cancel due to the fact his son had a car accident and that he would not be able to make the payments.  I again informed [redacted] about the no cancellation/no refund policy.  He was not happy about that.   All of the furniture has arrived, however, [redacted] has informed me on the last phone call that he did not want to take delivery of merchandise, therefore, the items have not been delivered.  We can definitely rethink the cancellation fee, but I feel the restocking fee is justified if he is insisting on cancelling the order.  All merchandise is ordered specifically for the Customer, as we do not stock merchandise in the warehouse.

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 the offer I reviewed appear below.

[Provide details of why you are not satisfied with this resolution.]

Regards,

Store restocking fee was originally presented as 5%, not 15% as is being done now.  The 15% was presented as a Cancellation fee from GE Capital.   See attachment labeled GE Capital Funding Report which was issued to me as a false representation of the 15% GE Capital charges for cancellations.  Furthermore, Store Policy actually states that sales are final once merchandise is delivered and customer signs for it.  See attachment Ashley Yuma Agreement under Delivery Section, it states this in bold letters.  Since I never received merchandise nor signed for any delivery, we have an un-finalized sale.  An un-finalized Sale cannot be final.  Store Manager's stance is that all sales are final.  This sale was never finalized.     I want full credit applied to my GE Capital Account.  We have an un-finalized sale.  I don't have nor want their merchandise.

Good Afternoon,[redacted] reselected to a new La-Z-Boy Recliner on 02/07/2015.And we delivered on 02/12/2015.Order has been completed. Thank you,[redacted]

[redacted] Sales Order: [redacted] Sale Amount: $4,737.51 Financed with ** [redacted] was made on 12/08/2013 and ordered same day. Furniture arrived on 12/16/2013 and customer no longer wanted delivery of furniture. Customer spoke to General Manager[redacted] and was...

informed that he signed our store policy of no cancellations/Refunds. Therefore, all sales are final. All proof of documentation was requested by [redacted] and emailed on 12/27/2013.  We worked with customer and approved cancellation with a 15% restocking fee.