Impressions On Hold

Thank you for contacting Furniture USA and giving us the opportunity to restate our caseOn May 10, 2017, customer [redacted] , contacted our store with her concernsWithin hours of receiving customer's initial call, management approved a return authorizationAfter ensuring the furniture was retrieved from Ms [redacted] 's home on May 12, 2017, a refund was issued in the amount of $In the following attachments, you will find copies of customer's both initial sale and returnWe have taken care of this customer to our full extentPlease view attachments for referenceRevdex.com- ID# [redacted] Complaint ID # [redacted] ***Elk Grove, CA 95757Thank you and have a good day

As stated FUSA’s previous reply, [redacted] had the choice to either use the furniture with the solution provided by the manufacturer under the guidelines of their year manufacturer’s warranty, or accept the solution offered to her by FUSA which did include free delivery and clearly stated her items would come without the warranty [redacted] signed the legally binding receipt with full knowledge that her items would not come with the warranty [redacted] paid the original $79+ tax in store for her initial sale (which is conveniently blacked out in the attachment which shows her original furniture), not for her reselectionThat furniture was delivered to herThe service that she paid for was completedFurniture USA both went out to pick up the furniture & redeliver the furniture for $As for the [redacted] set that was shown to ***, the set was not designed for someone five feet or lessI (***) know this because I’m 6’9” lbs and fit quite comfortably on that set***’s family was not treated shamefully nor discarded from being FUSA customersFUSA does apologize that [redacted] feels this way, but FUSA absolutely went above and beyond when extending what became the final solution to this service to *** [redacted] did not pull her furniture from FUSA’s warehouse, she did not load that furniture onto a delivery truck, nor did she deliver her own furnitureThat service was performed by FUSA’s warehouse and delivery teams [redacted] did not work with the manufacturer nor other FUSA managers & ownersFUSA’s service team performed those tasks [redacted] did not handle the generating or handling of FUSA’s documentation regarding her initial sale, nor her reselectionThose tasks were completed by FUSA’s Sales and Clerical teamsRegardless of ***’s claims that FUSA did not work to accommodate her, FUSA has documented evidence of all of the above [redacted] is currently in possession of the furniture that she’s chosen to reselect toThere’s nothing else for FUSA to handle for [redacted] in regards to this service

[redacted] ***Sacramento, CA 95823Phone: [redacted] Fax: [redacted] September 26, 2016Revdex.com serving Northeast CaliforniaBeacon Blvd.West Sacramento, CA 95691Phone: 916-443-6843Fax: 916-443-0376To whom it may concern:This message is a response to [redacted] message sent to Furniture USA on September 16, The complaint ID is 11687594.Furniture USA will be glad to come out to [redacted] home to pickup the sofa for a flat delivery fee of $We will perform a service repair for [redacted] original service claim of the ripped cupholder at no costAll claims filed after Ms [redacted] first claim will not be serviced, for the merchandise was sold as is & agreed upon purchase.In addition, $is a flat one way trip to Live Oak, CA; instead of a $cost, Furniture USA is honouring a 2nd trip, at no charge, for the repaired sofaThe repair service may take about 1-weeks depending on the manufacture’s timing.It is true that [redacted] originally purchased a years, worry free, Montage Furniture Service WarrantyAt one point Ms [redacted] was interested in filing a claim with Montage; our representatives were happy to walk [redacted] through how to file a claimWe attempted to contact the customer twice on April 22, & May 2, to assist [redacted] in filing with Montage Furniture Services (MFS)Ms [redacted] was successfully assisted on May 6, when she called the store at 3:PMWe were able to inform Ms [redacted] that MFS only covers accidental damages occurring within days of the incident and while the furniture was in its place, in [redacted] homeWe also explained to Ms [redacted] what she should expect after filing a successful service claim with MFSAfter the conversation, we emailed Ms [redacted] copies of [redacted] MFS Protection Plan listing the terms and conditions along with Furniture USA’s guideline on how to file a claim[redacted] has until March 5, before [redacted] Montage Furniture Service Warranty is expiredIf Ms [redacted] experiences any accidental damage prior to March 5, 2021, she is welcome to file a claim with MFS by calling [redacted] .Having answered both question requested by [redacted] ***, Furniture USA hopes to move forward with a solution.Sincerely, [redacted] ***Office Mananger | H.RAssistantOriginal service picture of rip near cupholder and MFS Protection Plan enclosed

Dear [redacted] , We are writing to state our side in regarding complaint # [redacted] On our behalf we would like to mention that our sales associates are knowledgeable, in the products they present to our valued customers on a daily mannerSuch as in this particular case, Mr [redacted] visited our showroom on 3/8/and purchased bed set item# [redacted] along with the Bunkie boards recommended to provide adequate support, since the slats that come with this particular bed are not sufficient to support an eastern king mattress setIn addition to Mr [redacted] , picked up the bed on 3/17/and the Bunkie-boards were picked up on 3/24/Mr [redacted] contacted our store on 4/2/to state that the Bunkie boards were not flushed and he was unsure if he had placed them correctly on his bed frameMr [redacted] was advised to forward pictures of his concern to our customer service department, in order to expedite his caseThe photos were not received and the following day he spoke with another representative in regards to returning the Bunkie boards, since customer had Bunkie boards in possession for a period of days, and this was the first time customer had contacted Furniture USA in regards to his mattress being uneven when he sat on itUnfortunately, customer did not purchase the mattress from Furniture USA; we highly recommend customer contacts the retailer where the mattress was purchased fromIn order to satisfy Mr [redacted] service needs, Furniture USA will gladly accept the Bunkie boards; in like new condition, no stains, or damage, and the refund will be issued once customer returns the Bunkie boards to Furniture USAThank you, for the opportunity given to state our side

This has already been resolved .I don't know why we keep getting this e mail

Dear Revdex.com:This is in response to complaint ID# ***.Customer *** *** purchased (sale #***) a *** * *** *** *** sectional from FUSA on 3/30/This item does come with a year manufacturer’s warranty and
*** purchased the extended year warranty service with Montage Furniture Services (MFS) for $199+ tax*** picked up the sectional on 4/5/2013. Camille’s MFS Protection Plan # is ***This warranty only covers accidental damage and unfortunately does not cover any breakages of framesThe issue with the fabric peeling is covered by the manufacturer warranty, which as stated previously lasts for year (the issue was reported 11/1/2016.) *** will receive a store credit of $199+ tax if she completes the year mark without opening a claim with MFS. After speaking with our management team, FUSA has decided extend another option to the *** can drop off the sectional here at FUSA for free and we will send it to the manufacturer’s factory for inspection so they can determine the best way to proceedIf *** would like to have FUSA pickup the sectional from her home and drop the item back off upon completion of the factory inspection (and an actions they deem necessary) we will go ahead and do so for $119+ tax (FUSA’s current delivery rate.) To be clear, this does not guarantee that the manufacturer will perform any repairs/authorize an exchangeThe process/decision would be entirely in the manufacturer’s hands

Attached is the information I received at time of purchase indicating that frame damage is covered under warrantyI was given this information and led to believe this is what my warranty covered when in fact the company sold me a different warranty that covered less than what the information I was given stated

Revdex.com:
I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me
However, I was only notified that they would call to schedule pick up , but no pick up date has been set

We have actually been working with *** *** to have her set completely replaced and delivered and she will be receiving delivery within approximately daysWe were awaiting the delivery before our next response in hopes that it would be the final response/resolution, but I just received word from the store owner that this was closed as unresolvedSeeing as we've been working with the customer this entire time and are giving the customer full store credit of her initial purchase, is there any way for us to submit another (hopefully final) response

I am rejecting this response because: I was not kept informed as stated I had to contact Furniture USA in order to receive status I was always given a 2-day timeframe for status that did not come It often took many calls/days in order to speak with either *** (initially) or ***.On June 30, *** arrived with refurbished cushions that resembled blown up ballons Once inside of our house, *** sat on the sofa and determined that the cushions were not the issue, but the initial frame *** called his Manager and was told to bring in both sofa/loveseat He alone loaded the sofas into a truck and hauled them away He left decorated piillows as he was not sure what would happen to the sofas -fixed or not My family now had nothing to sit on and resulted to using air mattresses On July 1, 2017, *** did call and say that I would be given "store credit" for the full purchase of the sofa I was given a "small" window of July 3, 2017, or after July 4, 2017, to come in and see if I could find something else I was very happy that I thought this ordeal was over On July 3, 2017, upon arrival, I was told by *** to look around and let him know if I found something I selected another sofa/love seat combination, but leather The cost was $1,197, more than the original sofa selection of $1, I was told by *** that I would have to pay the difference of $ I was then told that management asked him to show my family another sofa/loveseat combination costing $2, As I am clearly almost feet tall, this set would not accommodate me or other members of my family that were with me for the purchase I declined and *** proceeded with the process of me purchasing the selected set After writing up the order, *** informed me that this was an "AS IS" "Final Sale" with "No Manufacture Warranty", as Furniture USA was done working with me and "this is it." I was also told that I would only get porch delivery I informed *** that I paid for delivery of the faulty set, and should be entitled to delivery of this set He agreed and re-calculated the paperwork to include delivery.I'm not understanding why I was not given a warranty for the furniture, as Furniture USA agreed that the initial set was faulty and could not be fixed Our family has purchased from Furniture USA in the past, but this time we were treated poorly as if we caused the issue We also should not have had to pay for the difference, as there was not another sofa/loveseat combination in the credit price range

I am writing in response to customer *** *** case with an assigned ID of 11687594.*** *** purchased furniture on February 27, with an agreement to take home a showroom model sofa & love seatAll Furniture USA's showroom model furniture are sold "as is," with customer's inspection
and agreement prior to proceeding with the purchase and receivingUpon Mrs*** furniture inspection, no defects were shown or written downWe inform all customers that our showroom model furniture is not covered under the year manufacture defect warrantyMrs*** clearly understands our policy because of the multiple signatures she provided upon finalizing *** purchase.Understanding that Mr*** has no warranty, Furniture USA has offered a free repair service for *** previous claim of the sofa cup holder cut with an exception that she must drop off the furniture to Furniture USA - which we will still honorWe are unable to provide service on any claims made after the first report or furniture claims.We wish nothing but the best experiences for our customersIf the Revdex.com has any questions or concerns, please contact me directly.Sincerely,*** ***Office Manager - H.RAssistant

Revdex.com:
I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me I appreciate and accept Furniture USA's apologyWhile they have accepted liabiity, I don't accept the inaccurate statements regarding how they went above and beyond - they didn't. I couldn't care less which of their staff worked behind the scenes to have my order complete and delivered I paid for delivery and all evidence provided to Furiture USA demonstrated the poor quality of the initial purchase or they would not have agreed to replace it Had they responded sooner, I would not have had to contact the Revdex.com for assistance As stated I worked with Ron and ***, neither of which is over 5'7" - is this a typo? *** watched me sit on the recommended choice and agreed that it was too small Again, it was an additional $1,for something that would not meet our needs Again, the original sofa was taken apart and removed from my home by one delivery person Not an option anymore In the future, Furniture USA may want to disclose all terms of their offers before making it final This was not a clearance item so why is there no warranty? We will not shop here again

This customer's case has been resolved, for they have chosen to receive a cash settlement with the extended warranty company.Thank you,*** *.Office Manager

Revdex.com:
I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me

Thank you for contacting Furniture USA and giving us the opportunity to restate our case. On May 10, 2017, customer [redacted], contacted our store with her concerns. Within 24 hours of receiving customer's...

initial call, management approved a return authorization. After ensuring the furniture was retrieved from Ms. [redacted]'s home on May 12, 2017, a refund was issued in the amount of $517.44. In the following attachments, you will find copies of customer's both initial sale and return. We have taken care of this customer to our full extent. Please view attachments for reference. Revdex.com- ID#[redacted]Complaint ID #[redacted]Elk Grove, CA 95757Thank you and have a good day.

July 18, 2016 Furniture USA Galleries, Inc.6700 Mack RoadSacramento, CA 95823 Revdex.com3075 Beacon Blvd.West Sacramento, CA 95691 To whom it may concern: Furniture USA has received your letter inquiring about customer [redacted] (Revdex.com; [redacted]) with...

assigned ID # 11558336. Our finance company Acceptance Now has scheduled a furniture pickup the week  of July 25, 2016 & will refund all monies owed to what has been paid by [redacted]. The refund is in progress. If you have any future questions, please contact our finance company, who is handling the case, at [redacted].  Sincerely,[redacted]Office Manager

As stated FUSA’s previous reply, [redacted] had the choice to either use the furniture with the solution provided by the manufacturer under the guidelines of their 1 year manufacturer’s warranty, or accept the solution offered to her by FUSA which did include free delivery and clearly stated her items would come without the warranty. [redacted] signed the legally binding receipt with full knowledge that her items would not come with the warranty. [redacted] paid the original $79+ tax in store for her initial sale (which is conveniently blacked out in the attachment which shows her original furniture), not for her reselection. That furniture was delivered to her. The service that she paid for was completed. Furniture USA both went out to pick up the furniture & redeliver the furniture for $0. As for the [redacted] set that was shown to [redacted], the set was not designed for someone five feet or less. I ([redacted]) know this because I’m 6’9” 230 lbs and fit quite comfortably on that set. [redacted]’s family was not treated shamefully nor discarded from being FUSA customers. FUSA does apologize that [redacted] feels this way, but FUSA absolutely went above and beyond when extending what became the final solution to this service to [redacted].  [redacted] did not pull her furniture from FUSA’s warehouse, she did not load that furniture onto a delivery truck, nor did she deliver her own furniture. That service was performed by FUSA’s warehouse and delivery teams. [redacted] did not work with the manufacturer nor other FUSA managers & owners. FUSA’s service team performed those tasks. [redacted] did not handle the generating or handling of FUSA’s documentation regarding her initial sale, nor her reselection. Those tasks were completed by FUSA’s Sales and Clerical teams. Regardless of [redacted]’s claims that FUSA did not work to accommodate her, FUSA has documented evidence of all of the above. [redacted] is currently in possession of the furniture that she’s chosen to reselect to. There’s nothing else for FUSA to handle for [redacted] in regards to this service

I am rejecting this response because: It's false, and completely misunderstands my complaint. 1.   I am not claiming "store signage of 60 months no interest on any purchase."  My complaint specifically alleges “signage advertising 60 month 0% financing.”  If there had not been such signage, why would I have asked about a 60 month no interest deal in the first place?  And of course that offer isn’t going to be good for “any purchase”.  There’s always fine print and catches and qualifications on offers like that.  So, no, I did not and am not claiming the zero-interest deal was advertised as being “on any purchase.”  What I am saying is that WE ASKED THE SALESPERSON if the promotional price I was quoted was compatible with the 60 months no interest offer.  The salesperson answered, “Yes.”  The store can talk all it wants about disclaimers on its website or sales tags, but the bottom line is we asked the salesperson directly if we could purchase the furniture for the “promotional” price of ~$5700 AND receive 60 months zero-interest financing.  He answered “Yes.”  2.   I acknowledged that I gave a written authorization to check my credit.  I’m not claiming that I didn’t give this authorization.  What I am saying, is that I gave that authorization only because the salesperson told me that they were offering 60 months zero percent interest, when in fact he knew that the store could/would not actually go through with financing on those terms.  My consent to check my credit was obtained by false pretenses.  I did not object to my credit being checked because I had been told I was applying for 60 months zero interest.  If the salesperson had been honest with me and told me that the offer was only for 6 months or 24 months or whatever of zero interest, I would not have consented.  The business’ response makes clear that they don’t even understand the concepts of fraud or false pretenses.  The response boils down to “You said yes, so it’s okay.” 3.   I never “implied that law enforcement” would be involved with my request.  Whoever wrote the business’ response is just making things up now.  This isn’t surprising; they’ve already proven to be liars.  At the conclusion of our unsuccessful negotiations, I wanted to give the salesperson my contact info.  I had already taken and pocketed the other paperwork that I’d put my cell phone number on so the paperwork (credit application, work order/sales receipt) wouldn’t be used fraudulently after I left  I wrote my cell phone number on the back of a business card and gave it to the salesperson.  The card also has my work number and email address on it, so it’s a good way to convey my contact info to people.  I told the salesperson “If you guys change your mind, and decide that you can do the 36 moth financing, or the lower price, let me know.”  He mumbled something about lowest prices or something and sounded doubtful.  I told him “Hey, I know promotions and sales are changing all the time.  If it turns out you can sell it cheaper in the future, just give me a call ok?”  That’s all I said in relation to my business card.  I am not a law enforcement officer.  The Public Defender’s Office (my employer) is not a law enforcement agency.  Neither I nor my office has any special ability to get law enforcement involved in anything.  Even if I did, the idea is laughable.  It’s furniture shopping; why would anybody get law enforcement involved? The following day on the phone I did indicate that I would be getting others involved in the situation.  I specifically named the Revdex.com and Consumer Financial Protection Bureau.  Neither of these organizations are law enforcement agencies, as far as I know.

Revdex.com:
I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.  And for the record:This $100.00 fee was never an issue for me to pay for repair. It was the fault of Furniture USA for not returning my phone calls. With that said, I ask that arrangements be made to pick up the sofa as soon as possible for repair and that Furniture USA will charge me $100 to cover both pick up and return feeI will pursue a claim to repair the metal that is protruding on the side of the cup holder of the same sofa. I believe both the tear under the cup holder and the metal bulging is due to Manufacture Defect and not accidental.I ask you leave a message on my cell phone if I am unable to answer my phone since I work Monday through Friday 7:30 to 5pm.

Dear [redacted],   We are writing to state our side in regarding complaint #[redacted]. On our behalf we would like to mention that our sales associates are knowledgeable, in the products they present to our valued customers on a daily manner. Such as in this particular case, Mr. [redacted]...

visited our showroom on 3/8/18 and purchased bed set item#[redacted] along with the Bunkie boards recommended to provide adequate support, since the slats that come with this particular bed are not sufficient to support an eastern king mattress set. In addition to Mr. [redacted], picked up the bed on 3/17/18 and the Bunkie-boards were picked up on 3/24/18. Mr. [redacted] contacted our store on 4/2/18 to state that the Bunkie boards were not flushed and he was unsure if he had placed them correctly on his bed frame. Mr. [redacted] was advised to forward pictures of his concern to our customer service department, in order to expedite his case. The photos were not received and the following day he spoke with another representative in regards to returning the Bunkie boards, since customer had Bunkie boards in possession for a period of 7 days, and this was the first time customer had contacted Furniture USA in regards to his mattress being uneven when he sat on it. Unfortunately, customer did not purchase the mattress from Furniture USA; we highly recommend customer contacts the retailer where the mattress was purchased from. In order to satisfy Mr. [redacted] service needs, Furniture USA will gladly accept the Bunkie boards; in like new condition, no stains, or damage, and the refund will be issued once customer returns the Bunkie boards to Furniture USA. Thank you, for the opportunity given to state our side.