Ideal Furniture Outlet

Revdex.com:I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because: Firstly, despite the General Manager’s attempt at being disrespectful by referring to me as a “girlfriend” I will keep my response professional and focused on my goal of a just resolution to this matter.My fiancé and I went to Ideal Furniture Outlet on Sept***, spoke to the GM (Lawrence K***) who initially told us he was not familiar with our situation aside from a conversation I had with him the day before and said he will call me back with more details He called me back and we returned to the store that’s when the GM showed us a receipt that was completely hand written Leonard said that receipt did NOT have the words "floor model" on it when he originally signed that document The only receipt he was given after the transaction was the computer printout one that was submitted with this complaint which had a receipt tape stapled onto it When I initially called the store about the damage and asked Zoila if this was a floor model she said that it was not This can go back and forth but the real issue is, the furniture that we received for our new home was scratched, damaged, unsafe as the chairs were not stable and had screws missing AND one of the two knobs for the buffet door was missing upon delivery Now, who would really be expected to be happy with receiving merchandise like this? With all of the furniture store options on [redacted] should we be satisfied with that condition of merchandise and experience? What is the recourse for people who work hard for their money with the aim of investing into functional working items for their new home? Should we just be satisfied with a response like “we will try to see if it can be repaired but there’s really nothing I can do”? No one, not even the GM himself would accept such a poor products or service from another business establishmentAs for Facebook: At that time I stated our dissatisfaction about his response and that it was not enoughI also said that I would share my experience on his company’s Facebook pageThe GM then threatened me that he would sue me We have sought legal advice and are strongly considering legal action against the GM and Ideal Furniture Outlet, because of a blatant right to privacy infringement upon my Fiancé through the GM’s response on behalf of Ideal furniture Outlet on the social network site Without authorization, the General Manager disclosed my fiance’s first and last name on the site He does not subscribe to that site for personal reasons and was incensed when he saw his personal information shared on that online public forum without his permissionIn addition, the GM claimed through his response on Facebook that the furniture he sold us originally costs $2,but was sold to us at a discount of $1,because it was a floor model That was a lie I personally spoke to his partner/boss on the day we made the first down payment on the set and he gave us a discount as an incentive if we agreed to get the dining room set because we just finished ordering a $4k bedroom set The partner/boss also said we would receive a new set and not a floor model Through the process of submitting this compliant I needed to confirm the model number for the set I looked up the model information we had online and to our great disappointment the same exact set that was sold to us which the General Manager claimed was originally $2,was being sold by every company that listed it in NEW condition for just about the same price or in some cases significantly LESS than the $1,“Discounted” we paid! We were completely floored This has been overwhelmingly stressful and upsetting Something that should have expeditiously addressed in a fair and professional way seemed to get worse by the day At this point we want no further dealings with this store beyond getting our money back.Website’s where the set is cheaper than what we paid in new condition: [redacted] [redacted] Leonard said it was a quick exchange with of the delivery form with the driver He just signed it as authorization of delivery and did not check the delivery receipt for that language This does not resolve the issue and the fact that we want our money back and they can keep their merchandise [redacted]

[redacted] purchased a Ashley Leather Reclining Sofa & Love Seat she received delivery on and without incident...on she filed a complaint with our customer service department indicating that the color was coming off on the corners and or edges of both Sofa & Love Seat....We sent a technician and had the merchandise inspected and photographs taken, I inspected the photographs which only showed the damaged areas and based on that and that alone I offered [redacted] 100% credit including taxes and delivery charges and allowed her to re-select to another set..On [redacted] came in a selected another Leather set from Ashley Furnitures better goods division and said sectional was delivered on and again without incident...all monies that the customer paid on the original set was applied to the new selection...Upon receiving back the set that was originally in her home I immediately became concern about getting credit from ashley because the set had obviously been abused and was filthy...I was declined credit from ashley because of the very same above mentioned reason and was told that I should have never allowed a re-selection because their warranty was for wear and tear and this was way outside the boundaries of normal...Within days of her new Leather set I got a call from [redacted] telling me that she received an Armless Chair when it should have been a Armless Recliner....I informed her that she received what she paid for and husband selected, she insisted and it appeared that she was'nt going away so I agreed to pick up the Armless Chair and replace it with the Armless Recliner which was approx $additional and charged her only a delivery charge of $again taking another loss....Upon delivery and Exchange of the Armless Recliner I received a call from the driver saying that the recently delivered Armless Chair was damaged and marked with a marker across the head rest and was not coming out....I instructed them first not to exchange it and [redacted] became enraged, I decided to exchange only the seat which housed the recliner and leave the damaged back on the new piece...she refused this offer saying she did not want to keep the damaged piece that either her children or husband damaged, I refused to make the exchange until she agreed to allow the backs to be switched...She agreed....on I received yet another text from [redacted] that she as having problems of the same with the new set....I sent a technician there that re-sprayed the edges and I warned [redacted] about applying and chemicals on the leather she said she did'nt however we sell this particular sectional times a month and no issues, technician went to her home and re-sprayed color onto the edges that he said came from shoes.....In july she called again demanding that we resolve her issues pertaining to discoloration of her leather set....I told her that I have done all that I can do for her, that my supervisor who felt that I did too much already would call her and she instead called him and was completely belligerent according to both my office personnel and him....We have gone above and beyond and have taken losses at every turn with this customer and cannot assist her any further....It is in my personal and professional opinion of years in the furniture industry that this furniture is being abused and cleaned with chemicals that are not designed to care for leather

Customer purchased custom wall unit made to his specifications regarding size and colorCustomer complained about everything under the sun, we took back the doors at the customer request to have them made over, the replacement doors have been ready for some time but the customer feels that he is
not obligated to take them without an additional discount, I say additional because the customer was giving a discount upon demand at the time of purchase.....we are prepared to resolve any issues that the customer may have regarding this wall unit and caps but the customer, his wife and sister-N-Law seem to continuously complain about everything, I went to their home and spent minutes listening to them complain about my coming after 8:pm in which they were made aware at the time we set the appointment...We will again resolve any issues with the merchandise that they had custom made however a refund in out of the question and they were aware at the time of purchase exactly what they were purchasing and were not helped by a sales person but were helped by the two managing partners of the company.one being myself ad were made aware of the benefits of having this wall unit custom made and the pitfalls of such......We at the customers request designed a wall unit again to their specifications, size and color, they signed having received it in excellent condition and then called two days later claiming that they were not happy with some aspects of the unit primarily the doors, we arranged and had the doors picked up to be remade and frankly there was little or nothing wrong with the doors but to hopefully resolve the dissatisfaction we agreed to have them remade...when we called to schedule the installation of the doors we were told that they would require an additional discount, when refused the initiated a chargeback with their credit card company and filed a complaint with you.....WE WILL RESOLVE ANY ISSUES WITHIN REASON REGARDING THIS WALL UNIT AND OR CAPS BUT WILL NOT REFUND ON A CUSTOM WALL UNIT.....our signed contract clearly states the we will require a 50% cancellation fee for the cancellation of special order items, I will and can furnish such upon request....Respectfully yours,Lawrence K***General Manager

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
Firstly, despite the General Manager’s attempt at being disrespectful by referring to me as a “girlfriend” I will keep my response professional and focused on my goal of a just resolution to this matter.My fiancé and I went to Ideal Furniture Outlet on Sept***, spoke to the GM (Lawrence K***) who initially told us he was not familiar with our situation aside from a conversation I had with him the day before and said he will call me back with more details He called me back and we returned to the store that’s when the GM showed us a receipt that was completely hand written Leonard said that receipt did NOT have the words "floor model" on it when he originally signed that document The only receipt he was given after the transaction was the computer printout one that was submitted with this complaint which had a receipt tape stapled onto it When I initially called the store about the damage and asked Zoila if this was a floor model she said that it was not This can go back and forth but the real issue is, the furniture that we received for our new home was scratched, damaged, unsafe as the chairs were not stable and had screws missing AND one of the two knobs for the buffet door was missing upon delivery Now, who would really be expected to be happy with receiving merchandise like this? With all of the furniture store options on *** *** should we be satisfied with that condition of merchandise and experience? What is the recourse for people who work hard for their money with the aim of investing into functional working items for their new home? Should we just be satisfied with a response like “we will try to see if it can be repaired but there’s really nothing I can do”? No one, not even the GM himself would accept such a poor products or service from another business establishment. As for Facebook: At that time I stated our dissatisfaction about his response and that it was not enoughI also said that I would share my experience on his company’s Facebook pageThe GM then threatened me that he would sue me We have sought legal advice and are strongly considering legal action against the GM and Ideal Furniture Outlet, because of a blatant right to privacy infringement upon my Fiancé through the GM’s response on behalf of Ideal furniture Outlet on the social network site Without authorization, the General Manager disclosed my fiance’s first and last name on the site He does not subscribe to that site for personal reasons and was incensed when he saw his personal information shared on that online public forum without his permission. In addition, the GM claimed through his response on Facebook that the furniture he sold us originally costs $2,but was sold to us at a discount of $1,because it was a floor model That was a lie I personally spoke to his partner/boss on the day we made the first down payment on the set and he gave us a discount as an incentive if we agreed to get the dining room set because we just finished ordering a $4k bedroom set The partner/boss also said we would receive a new set and not a floor model Through the process of submitting this compliant I needed to confirm the model number for the set I looked up the model information we had online and to our great disappointment the same exact set that was sold to us which the General Manager claimed was originally $2,was being sold by every company that listed it in NEW condition for just about the same price or in some cases significantly LESS than the $1,“Discounted” we paid! We were completely floored This has been overwhelmingly stressful and upsetting Something that should have expeditiously addressed in a fair and professional way seemed to get worse by the day At this point we want no further dealings with this store beyond getting our money back.Website’s where the set is cheaper than what we paid in new condition:***
***
*** Leonard said it was a quick exchange with of the delivery form with the driver He just signed it as authorization of delivery and did not check the delivery receipt for that language This does not resolve the issue and the fact that we want our money back and they can keep their merchandise
*** ***

Dear *** *** ***,
First and foremost the entire story is nothing more than fiction, She purchased a bed made for infants and had a years pound boy sleep on the top and another year old boy sleep on the bottom which was designed for
occasional use...The bed is completely destroyed beyond anything that I have seen in my years in this industryI allowed (but sorry now) this customer to re-select to two twin beds which is more appropriate for the size and weight of the people sleeping on then, perhaps the use of some common sense by the complainant could have avoided this entire incidentWe have a day warranty on all products sold at Ideal, her complaint came in mid January approx months after delivery....However I still allowed her to re-select to other beds with full credit for the fire wood that she will be returning, she should be ashamed of herself but people like this usually are not! I have sent a picture of the bed that is months old and completely and utterly abused
1) In Short she purchased a bed designed to accommodate an infant
2) The bed has been completely destroyed
3) She was allowed full credit towards more appropriate beds
4) She had gone pass her warranty period
5) She was called back not only by me but by my office staff
Respectfully yours,
*** ***

*** *** purchased a Ashley Leather Reclining Sofa & Love Seat 05/**/she received delivery on 05/**/
and without incident...on 09/**/she filed a complaint with our customer service department indicating that the color was coming off on the corners and or edges of both Sofa & Love Seat....We sent a technician and had the merchandise inspected and photographs taken, I inspected the photographs which only showed the damaged areas and based on that and that alone I offered *** *** 100% credit including taxes and delivery charges and allowed her to re-select to another set..On 11/**/*** *** came in a selected another Leather set from Ashley Furnitures better goods division and said sectional was delivered on 01/**/and again without incident...all monies that the customer paid on the original set was applied to the new selection...Upon receiving back the set that was originally in her home I immediately became concern about getting credit from ashley because the set had obviously been abused and was filthy...I was declined credit from ashley because of the very same above mentioned reason and was told that I should have never allowed a re-selection because their warranty was for wear and tear and this was way outside the boundaries of normal...Within days of her new Leather set I got a call from *** *** telling me that she received an Armless Chair when it should have been a Armless Recliner....I informed her that she received what she paid for and husband selected, she insisted and it appeared that she was'nt going away so I agreed to pick up the Armless Chair and replace it with the Armless Recliner which was approx $additional and charged her only a delivery charge of $again taking another loss....Upon delivery and Exchange of the Armless Recliner I received a call from the driver saying that the recently delivered Armless Chair was damaged and marked with a marker across the head rest and was not coming out....I instructed them first not to exchange it and *** *** became enraged, I decided to exchange only the seat which housed the recliner and leave the damaged back on the new piece...she refused this offer saying she did not want to keep the damaged piece that either her children or husband damaged, I refused to make the exchange until she agreed to allow the backs to be switched...She agreed....on 04/**/i received yet another text from *** *** that she as having problems of the same with the new set....I sent a technician there that re-sprayed the edges and I warned *** *** about applying and chemicals on the leather she said she did'nt however we sell this particular sectional times a month and no issues, technician went to her home and re-sprayed color onto the edges that he said came from shoes.....In july she called again demanding that we resolve her issues pertaining to discoloration of her leather set....I told her that I have done all that I can do for her, that my supervisor who felt that I did too much already would call her and she instead called him and was completely belligerent according to both my office personnel and him....We have gone above and beyond and have taken losses at every turn with this customer and cannot assist her any further....It is in my personal and professional opinion of years in the furniture industry that this furniture is being abused and cleaned with chemicals that are not designed to care for leather

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 and the matter has been resolved as soon as the new twin beds that I paid the difference for are delivered and set upWhen I made the initial purchase of the trundle bed from the ***, ***, I was never informed the bed was for and infant I would like to further state that the infant bed sold to me was recommended by the *** for my lb year old son, and my year old sons daily use, both sons were with me at the time the *** recommended it I am pleased with ordering the replacement beds as soon as these beds are received I will be happy to close this complaint Furthermore, the saleman that helped me when I went back for the replacement was a wonderful young man and extremely helpful
Sincerely,
*** ***

Dear *** ***,
I received the above listed complaint and for the most part the customer is correct with exceptions
Customer *** and her significant other did purchase a bed from our store on 05/**/
they were in fact told
that it would take approx 2-weeks, they were charged slightly less than ticket price and upon leaving indicated that they would be interested in other goods so they were offered a sales brochure that was expired so that they may have pictures of other items that we sell...The customer immediately came back complaining that the bed they purchased was advertised for less than they paid, I immediately got involved and refunded them the difference not bothering to explain that the advertisement was expired
The customer called about two weeks later and was told that it was delayed and would be in approx another week, the customer became enraged and abusive with the office personnel...I was informed by the office personnel that the customer now demanded that we delivery the now ADV loss leader Queen Size Bed that they purchased for $for free to their home, A cost of $by the delivery company that delivers our furniture...I was never told that the customer wanted to speak directly to me however at some point I did speak with *** *** and offered to accommodate her with free delivery....Her significant other continued to call and be abusive however in the end the bed was delivered to this customer for free on 06/**/and we had made a gross profit of $for our troubles....Looking back I should have simply refunded the customer her or his money and moved on but truth be told they would have refused the refund because they got such a great deal
We try very hard to provide great customer service however occasionally we fall short but continue to strive and some customers are just harder to please than others...the customer above got great value, free delivery and an apology for the delay that was out of our control....we are all imperfect people looking for and expecting perfection in and from everyones else around us.....
Respectfully yours
*** ***

Revdex.com:I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

Firstly, despite the General Manager’s attempt at being disrespectful by referring to me as a “girlfriend” I will keep my response professional and focused on my goal of a just resolution to this matter.My fiancé and I went to Ideal Furniture Outlet on Sept. [redacted], spoke to the GM (Lawrence K[redacted]) who initially told us he was not familiar with our situation aside from a conversation I had with him the day before and said he will call me back with more details.  He called me back and we returned to the store that’s when the GM showed us a receipt that was completely hand written.  Leonard said that receipt did NOT have the words "floor model" on it when he originally signed that document.  The only receipt he was given after the transaction was the computer printout one that was submitted with this complaint which had a receipt tape stapled onto it.  When I initially called the store about the damage and asked Zoila if this was a floor model she said that it was not.  This can go back and forth but the real issue is, the furniture that we received for our new home was scratched, damaged, unsafe as the chairs were not stable and had screws missing AND one of the two knobs for the buffet door was missing upon delivery.  Now, who would really be expected to be happy with receiving merchandise like this? With all of the furniture store options on [redacted] should we be satisfied with that condition of merchandise and experience?  What is the recourse for people who work hard for their money with the aim of investing into functional working items for their new home?  Should we just be satisfied with a response like “we will try to see if it can be repaired but there’s really nothing I can do”?  No one, not even the GM himself would accept such a poor products or service from another business establishment. As for Facebook: At that time I stated our dissatisfaction about his response and that it was not enough. I also said that I would share my experience on his company’s Facebook page. The GM then threatened me that he would sue me.  We have sought legal advice and are strongly considering legal action against the GM and Ideal Furniture Outlet, because of a blatant right to privacy infringement upon my Fiancé through the GM’s response on behalf of Ideal furniture Outlet on the social network site.  Without authorization, the General Manager disclosed my fiance’s first and last name on the site.  He does not subscribe to that site for personal reasons and was incensed when he saw his personal information shared on that online public forum without his permission. In addition, the GM claimed through his response on Facebook that the furniture he sold us originally costs $2,500 but was sold to us at a discount of $1,500 because it was a floor model.  That was a lie.  I personally spoke to his partner/boss on the day we made the first down payment on the set and he gave us a discount as an incentive if we agreed to get the dining room set because we just finished ordering a $4k bedroom set.  The partner/boss also said we would receive a new set and not a floor model.  Through the process of submitting this compliant I needed to confirm the model number for the set.  I looked up the model information we had online and to our great disappointment the same exact set that was sold to us which the General Manager claimed was originally $2,500 was being sold by every company that listed it in NEW condition for just about the same price or in some cases significantly LESS than the $1,699 “Discounted” we paid!  We were completely floored.  This has been overwhelmingly stressful and upsetting.  Something that should have expeditiously addressed in a fair and professional way seemed to get worse by the day.  At this point we want no further dealings with this store beyond getting our money back.Website’s where the set is cheaper than what we paid in new condition:[redacted]
[redacted] 
[redacted] 
Leonard said it was a quick exchange with of the delivery form with the driver.  He just signed it as authorization of delivery and did not check the delivery receipt for that language.  This does not resolve the issue and the fact that we want our money back and they can keep their merchandise.
[redacted]

[redacted] purchased a Ashley Leather Reclining Sofa & Love Seat 05/**/2014 she received delivery on...

05/**/2014 and without incident...on 09/**/2014 she filed a complaint with our customer service department indicating that the color was coming off on the corners and or edges of both Sofa & Love Seat....We sent a technician and had the merchandise inspected and photographs taken, I inspected the photographs which only showed the damaged areas and based on that and that alone I offered [redacted] 100% credit including taxes and delivery charges and allowed her to re-select to another set..On 11/**/2014 [redacted] came in a selected another Leather set from Ashley Furnitures better goods division and said sectional was delivered on 01/**/2015 and again without incident...all monies that the customer paid on the original set was applied to the new selection...Upon receiving back the set that was originally  in her home I immediately became concern about getting credit from ashley because the set had obviously been abused and was filthy...I was declined credit from ashley because of the very same above mentioned reason and was told that I should have never allowed a re-selection because their warranty was for normal wear and tear and this was way outside the boundaries of normal...Within days of her new Leather set I got a call from [redacted] telling me that she received an Armless Chair when it should have been a Armless Recliner....I informed her that she received what she paid for and husband selected, she insisted and it appeared that she was'nt going away so I agreed to pick up the Armless Chair and replace it with the Armless Recliner which was approx $200.00 additional and charged her only a delivery charge of $50.00 again taking another loss....Upon delivery and Exchange of the Armless Recliner I received a call from the driver saying that the recently delivered Armless Chair was damaged and marked with a marker across the head rest and was not coming out....I instructed them first not to exchange it and [redacted] became enraged, I decided to exchange only the seat which housed the recliner and leave the damaged back on the new piece...she refused this offer saying she did not want to keep the damaged piece that either her children or husband damaged, I refused to make the exchange until she agreed to allow the backs to be switched...She agreed....on 04/**/2015 I received yet another text from [redacted] that she as having problems of the same with the new set....I sent a technician there that re-sprayed the edges and I warned [redacted] about applying and chemicals on the leather she said she did'nt however we sell this particular sectional 3 times a month and no issues, technician went to her home and re-sprayed color onto the edges that he said came from shoes.....In july she called again demanding that we resolve her issues pertaining to discoloration of her leather set....I told her that I have done all that I can do for her, that my supervisor who felt that I did too much already would call her and she instead called him and was completely belligerent according to both my office personnel and  him....We have gone above and beyond and have taken losses at every turn with this customer and cannot assist her any further....It is in my personal and professional opinion of 43 years in the furniture industry that this furniture is being abused and cleaned with chemicals that are not designed to care for leather...

I am presently on vacation, however I will be returning to working and responding in full to this customers complaint on 08/** thanking you in advance, respectfully Lawrence K[redacted]

Please see attached documents regarding the above mentioned transaction.......1) [redacted]s purchased a Glass Diningroom Table, 6-Chairs & Buffett....The items were tagged as "Floor Sample As Is" at a discounted price...They were being closed out because the manufacturer of that particular det...

was out of business......[redacted]s was made aware that he was purchasing Floor sample items as indicated on the price tag, on the invoice and the delivery document .... I have forwarded a copy of the Signed Invoice clearly stating that they were in fact Floor samples and a signed copy of the Delivery Document also clearly stating that they were Floor samples that were purchased....I personally met [redacted]s and I can assure you that [redacted]s is not illiterate and was aware of the conditions of the sale and knew that he was saving a great deal of money by purchasing these floor sample.......I also offered [redacted]s service at no charge which I am not obligated based on the terms and conditions of the sale...However if his girl friend continues to attack my company on social media I will not only exercise my right not to service him but also file a civil charge against her.....Please see attached documents.....Respectfully yours,Lawrence K[redacted]General Manager

Review: On March [redacted], my Fiance and I had purchased a queen size bed frame with a sales representative by the name of [redacted]. At the time of the transaction, we were told that the bed would arrive in the store, promptly two weeks from our transaction, which would have been June [redacted], 2014. On arrival day, we did not receive one call from the company. Upon reaching out to them and speaking with [redacted], she stated the bed would arrive by the following Monday. Being dissatisfied with this answer, we asked for a [redacted] to contact us. We did not receive a single call. We called again the following week and spoke with [redacted] again who stated the bed would be in by the end of the week. At this time, frustrated with being given the runaround we ask to speak to a [redacted], she stated her [redacted]" was not in, she was not aware when he would be in but would have him call us back. AGAIN, no call back or anything from the store. It is now June [redacted], 2014 and we still do not have a bed, a [redacted] has yet to call us and [redacted] does not know when her [redacted] is scheduled to be in. Im not even sure this is a real legitimate store since I can never get a supervisor. They were quick to take my money, but not quick at customer satisfaction or getting back to their disgruntled customer. At this time I am demanding free shipping to my door at the hours that are most convenient to me. this product is already almost two weeks late and that is unacceptable!!!!Desired Settlement: Do to the many difficulties we have had with your company time and time again, I am demanding free shipping to my home address on the invoice at a time that is most convenient for me.

The initial difficulty was being overcharged over $432.80 on the bed, only to find out on our way home that we were overcharged on the sale price. This delivery issue is the icing on the cake!

Business

Response:

Dear [redacted],

I received the above listed complaint and for the most part the customer is correct with exceptions.

Review: We ordered a custom wall unit and 2 closet caps. The doors of the wall unit were all scratched and misaligned. The closet caps were the wrong size. After much back and forth and getting the run around, we asked that everything be taken back and we be issued a refund but we were told they don't give refunds on custom products. We ordered these items in mid may and to date, we have no doors on our wall unit (Ideal took them back to be fixed) and the closet caps have not been fixed or replaced. We just want the items removed from our home and a refund issued.Desired Settlement: Ideally we want the items taken back and to be issued a refund. We have also filed a complaint with the [redacted].

Business

Response:

Customer purchased custom wall unit made to his specifications regarding size and color. Customer complained about everything under the sun, we took back the doors at the customer request to have them made over, the replacement doors have been ready for some time but the customer feels that he is not obligated to take them without an additional discount, I say additional because the customer was giving a discount upon demand at the time of purchase.....we are prepared to resolve any issues that the customer may have regarding this wall unit and caps but the customer, his wife and sister-N-Law seem to continuously complain about everything, I went to their home and spent 20 minutes listening to them complain about my coming after 8:00 pm in which they were made aware at the time we set the appointment...We will again resolve any issues with the merchandise that they had custom made however a refund in out of the question and they were aware at the time of purchase exactly what they were purchasing and were not helped by a sales person but were helped by the two managing partners of the company.one being myself ad were made aware of the benefits of having this wall unit custom made and the pitfalls of such......We at the customers request designed a wall unit again to their specifications, size and color, they signed having received it in excellent condition and then called two days later claiming that they were not happy with some aspects of the unit primarily the doors, we arranged and had the doors picked up to be remade and frankly there was little or nothing wrong with the doors but to hopefully resolve the dissatisfaction we agreed to have them remade...when we called to schedule the installation of the doors we were told that they would require an additional discount, when refused the initiated a chargeback with their credit card company and filed a complaint with you.....WE WILL RESOLVE ANY ISSUES WITHIN REASON REGARDING THIS WALL UNIT AND OR CAPS BUT WILL NOT REFUND ON A CUSTOM WALL UNIT.....our signed contract clearly states the we will require a 50% cancellation fee for the cancellation of special order items, I will and can furnish such upon request....Respectfully yours,Lawrence K[redacted]General Manager

Review: In the course of 1 year they have not meet up to the stAndards of customer service and warranty issues as 2 couches in 1 year. The current couch has a warranty that Larry from ideal furniture is not putting through and giving me the run around for months. The coloring of couch is severely significant and looks like its years old. And he isn't doing much to resolve the issue.Desired Settlement: I would like full refund so I can go elsewhere for couch

Business

Response:

I am presently on vacation, however I will be returning to working and responding in full to this customers complaint on 08/** thanking you in advance, respectfully Lawrence K[redacted]

Business

Response:

[redacted] purchased a Ashley Leather Reclining Sofa & Love Seat 05/**/2014 she received delivery on 05/**/2014 and without incident...on 09/**/2014 she filed a complaint with our customer service department indicating that the color was coming off on the corners and or edges of both Sofa & Love Seat....We sent a technician and had the merchandise inspected and photographs taken, I inspected the photographs which only showed the damaged areas and based on that and that alone I offered [redacted] 100% credit including taxes and delivery charges and allowed her to re-select to another set..On 11/**/2014 [redacted] came in a selected another Leather set from Ashley Furnitures better goods division and said sectional was delivered on 01/**/2015 and again without incident...all monies that the customer paid on the original set was applied to the new selection...Upon receiving back the set that was originally in her home I immediately became concern about getting credit from ashley because the set had obviously been abused and was filthy...I was declined credit from ashley because of the very same above mentioned reason and was told that I should have never allowed a re-selection because their warranty was for normal wear and tear and this was way outside the boundaries of normal...Within days of her new Leather set I got a call from [redacted] telling me that she received an Armless Chair when it should have been a Armless Recliner....I informed her that she received what she paid for and husband selected, she insisted and it appeared that she was'nt going away so I agreed to pick up the Armless Chair and replace it with the Armless Recliner which was approx $200.00 additional and charged her only a delivery charge of $50.00 again taking another loss....Upon delivery and Exchange of the Armless Recliner I received a call from the driver saying that the recently delivered Armless Chair was damaged and marked with a marker across the head rest and was not coming out....I instructed them first not to exchange it and [redacted] became enraged, I decided to exchange only the seat which housed the recliner and leave the damaged back on the new piece...she refused this offer saying she did not want to keep the damaged piece that either her children or husband damaged, I refused to make the exchange until she agreed to allow the backs to be switched...She agreed....on 04/**/2015 I received yet another text from [redacted] that she as having problems of the same with the new set....I sent a technician there that re-sprayed the edges and I warned [redacted] about applying and chemicals on the leather she said she did'nt however we sell this particular sectional 3 times a month and no issues, technician went to her home and re-sprayed color onto the edges that he said came from shoes.....In july she called again demanding that we resolve her issues pertaining to discoloration of her leather set....I told her that I have done all that I can do for her, that my supervisor who felt that I did too much already would call her and she instead called him and was completely belligerent according to both my office personnel and him....We have gone above and beyond and have taken losses at every turn with this customer and cannot assist her any further....It is in my personal and professional opinion of 43 years in the furniture industry that this furniture is being abused and cleaned with chemicals that are not designed to care for leather...

Review: My fiance ([redacted].) and I purchased a glass dining room set for our new home from Ideal Furniture Outlet at the end of August and because we also purchased a bedroom set for almost four thousand the manager took off a few hundred. That was fine until we got the set and chairs were missing screws, the handle from the buffet was missing, there were scratches on the glass tabletop and buffet! We spent almost two thousand dollars for that set. I took pictures of the table and buffet before the delivery driver left because his equipment was in the shot. It looked like a floor model and when I asked if it was they denied it. We went back to the store because we weren't getting anywhere on the phone. The manager said he will look into it. Then he called us we stopped back at the store and he showed us a hand written receipt with "floor model" on it! When we originally ordered it the manager told us it would be a new set. Why the hell would we spend almost 2k for worn damaged goods for our new home? He said there isn't anything they can do at this point. I truly loathe that place.Desired Settlement: We want presentable furniture for our new home. We want the company to take their damaged product and give us our money back.

Business

Response:

Please see attached documents regarding the above mentioned transaction.......1) [redacted]s purchased a Glass Diningroom Table, 6-Chairs & Buffett....The items were tagged as "Floor Sample As Is" at a discounted price...They were being closed out because the manufacturer of that particular det was out of business......[redacted]s was made aware that he was purchasing Floor sample items as indicated on the price tag, on the invoice and the delivery document .... I have forwarded a copy of the Signed Invoice clearly stating that they were in fact Floor samples and a signed copy of the Delivery Document also clearly stating that they were Floor samples that were purchased....I personally met [redacted]s and I can assure you that [redacted]s is not illiterate and was aware of the conditions of the sale and knew that he was saving a great deal of money by purchasing these floor sample.......I also offered [redacted]s service at no charge which I am not obligated based on the terms and conditions of the sale...However if his girl friend continues to attack my company on social media I will not only exercise my right not to service him but also file a civil charge against her.....Please see attached documents.....Respectfully yours,Lawrence K[redacted]General Manager

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

Firstly, despite the General Manager’s attempt at being disrespectful by referring to me as a “girlfriend” I will keep my response professional and focused on my goal of a just resolution to this matter.My fiancé and I went to Ideal Furniture Outlet on Sept. [redacted], spoke to the GM (Lawrence K[redacted]) who initially told us he was not familiar with our situation aside from a conversation I had with him the day before and said he will call me back with more details. He called me back and we returned to the store that’s when the GM showed us a receipt that was completely hand written. Leonard said that receipt did NOT have the words "floor model" on it when he originally signed that document. The only receipt he was given after the transaction was the computer printout one that was submitted with this complaint which had a receipt tape stapled onto it. When I initially called the store about the damage and asked Zoila if this was a floor model she said that it was not. This can go back and forth but the real issue is, the furniture that we received for our new home was scratched, damaged, unsafe as the chairs were not stable and had screws missing AND one of the two knobs for the buffet door was missing upon delivery. Now, who would really be expected to be happy with receiving merchandise like this? With all of the furniture store options on [redacted] should we be satisfied with that condition of merchandise and experience? What is the recourse for people who work hard for their money with the aim of investing into functional working items for their new home? Should we just be satisfied with a response like “we will try to see if it can be repaired but there’s really nothing I can do”? No one, not even the GM himself would accept such a poor products or service from another business establishment. As for Facebook: At that time I stated our dissatisfaction about his response and that it was not enough. I also said that I would share my experience on his company’s Facebook page. The GM then threatened me that he would sue me. We have sought legal advice and are strongly considering legal action against the GM and Ideal Furniture Outlet, because of a blatant right to privacy infringement upon my Fiancé through the GM’s response on behalf of Ideal furniture Outlet on the social network site. Without authorization, the General Manager disclosed my fiance’s first and last name on the site. He does not subscribe to that site for personal reasons and was incensed when he saw his personal information shared on that online public forum without his permission. In addition, the GM claimed through his response on Facebook that the furniture he sold us originally costs $2,500 but was sold to us at a discount of $1,500 because it was a floor model. That was a lie. I personally spoke to his partner/boss on the day we made the first down payment on the set and he gave us a discount as an incentive if we agreed to get the dining room set because we just finished ordering a $4k bedroom set. The partner/boss also said we would receive a new set and not a floor model. Through the process of submitting this compliant I needed to confirm the model number for the set. I looked up the model information we had online and to our great disappointment the same exact set that was sold to us which the General Manager claimed was originally $2,500 was being sold by every company that listed it in NEW condition for just about the same price or in some cases significantly LESS than the $1,699 “Discounted” we paid! We were completely floored. This has been overwhelmingly stressful and upsetting. Something that should have expeditiously addressed in a fair and professional way seemed to get worse by the day. At this point we want no further dealings with this store beyond getting our money back.Website’s where the set is cheaper than what we paid in new condition:[redacted] Leonard said it was a quick exchange with of the delivery form with the driver. He just signed it as authorization of delivery and did not check the delivery receipt for that language. This does not resolve the issue and the fact that we want our money back and they can keep their merchandise.

Review: I purchased a Twin sized captain's trundle bed in september. The bed was delivered September **, 2013. At the time of delivery the dummy drawer fell off and the lower bed did not meet with the upper bed. The delivery men fixed the drawer and noted the receipt about the lower bed. I spoke with the [redacted] after that and was assured this is the way the bed was. After that the dummy drawer continued to fall off and in december the lower beds wheels came off. During holiday break the slats that help the mattress on the upper and lower bed broke. I called the store and they sent some one immediately to look at it. The gentlemen warned me that the set was not safe and took pictures assuring me it would be taking care of and that the [redacted] would call me the following day. The next day I called the [redacted], because he had never called me. He told me he had to talk to the [redacted] who sold me the set) and would get back to me. He did not so I called him the next day and was told that the damage was not coverd for replacement and they would fix it. He further said the set was abused. There was no abuse other than sleeping on the bed. That occured the week of January *, 2014. I called the following week and was told by an employee that [redacted] would call me when he had information. He never did. I called today to be given the run around by [redacted] telling me that he didn't know when it would be fixed. He told me he would make a call to the manufacturere and call me back. He did not. I have a broken bed with my children sleeping on the floor. I want a replacement or it fixed to working condition. I am continuing to pay for a bed that cannot be used, with sharp pieces and is unsafe.Desired Settlement: I would like a replacement or a refund. I have been waiting patiently for 2 and a half weeks and am being given the run around.

Business

Response:

Dear [redacted],