Impressions On Hold

To: Sacramento Revdex.com.   Thank you for the invitation to respond further to Mr. [redacted]'s complaint.  Furniture USA, Inc. does not believe a further response is necessary and stands by its response of September 22, 2017.  Thank you for your courtesies in dealing with this matter.          Furniture USA, Inc.

Dear Revdex.com: This is in response to complaint ID# [redacted]. Furniture USA's customer [redacted] Johnson came in to make her purchase (Sale #[redacted] // Total Purchase amount: $1274.10) of an "Uptown Sofa" (AMERIC-3103-2760-1265 ECRU/BARILLA) and "Uptown Loveseat" (AMERIC-3102-2760...

ECRU/BARILLA) manufactured by Furniture of America on January 7, 2017. [redacted] Johnson received delivery & setup of her furniture to [redacted] on January 10, 2017. On April 27, 2017 Furniture USA received a complaint from [redacted] claiming her cushion cores for her furniture have lost their support. Furniture USA employee [redacted] created a service claim (#[redacted]) for [redacted] to assist her with her issue. At that point Furniture USA started working with the manufacturer to resolve [redacted]'s issue. Furniture USA placed an order with the manufacturer for cushion/fiber fills to take care of the customers issue on May 3, 2017. Furniture USA was told that the ETA for the items to be delivered to our facility would be 1-2 weeks (originally promised for May 12, 2017); however, we did not receive the items from the manufacturer until June 13, 2017. Within that time, span Furniture USA communicated to [redacted] that the items had not arrived yet and that we would continuously keep her updated on what was going on. The manufacturer kept promising Furniture USA that we would receive the items, but each week there seemed to be a separate issue regarding why we were not able to receive the shipment. Furniture USA continued to update [redacted] on the delays we were facing. [redacted] expressed to [redacted] how she felt that Furniture USA was "stalling" until the items were out of the 1 year manufacturer's warranty so that Furniture USA would not have to assist her. [redacted] explained to [redacted] that Furniture USA was doing everything that they could for [redacted] and that we weren't going to close out her service until it was completed. Both Kenny and [redacted] volunteered to personally pick up the items from the manufacturer on their respective days off so that Furniture USA could finally fulfill [redacted]'s service. On June 13, 2017, Kenny contacted [redacted] to inform her that the cushion stuffing had arrived and we asked [redacted] to bring her cushions to service. [redacted] brought the cushions to Furniture USA on June 13, 2017 at which point [redacted], Kenny, and Furniture USA's warehouse staff determined there was more to the issue than originally thought. On June 20, 2017, Kenny spoke with [redacted] about potentially re-stuffing [redacted]'s furniture with an enhanced stuffing to give her cushions a more enhanced feel at which point [redacted] had an emotional conversation with Kenny expressing her frustrations with this situation. On June 21, 2017 Kenny began working together with the manufacturer to see if they would authorize exchanging her original set with a brand new one. On June 23, 2017, Tien forwarded the manufacturer pictures so that they could have a better view of the issue and make a decision. On June 28, 2017 Kenny spoke to [redacted] to inform her that it looked like the manufacturer was going to authorize ordering a complete replacement part, but due to the manufacturer being closed for vacation Furniture USA wouldn't receive an update on the matter for 10-12 days. On June 29, 2017, [redacted] and Kenny agreed that Furniture USA would deliver brand new cushions to her home and would inspect if there were any additional issues while we were at her home. On July 1, 2017 Kenny called [redacted] and explained to her that Furniture USA authorized her to re-select her furniture (completely exchange for a new/different set) for which [redacted] said made her "ecstatic". [redacted] came in to Furniture USA on July 3, 2017 and completed the re-selection.

[redacted]Sacramento, CA 95823Phone: [redacted]Fax: [redacted]September 26, 2016Revdex.com serving Northeast California3075 Beacon 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, 2016. 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 $100.00. We will perform a service repair for [redacted] original service claim of the ripped cupholder at no cost. All claims filed after Ms. [redacted] first claim will not be serviced, for the merchandise was sold as is & agreed upon purchase.In addition, $100 is a flat one way trip to Live Oak, CA; instead of a $200.00 cost, Furniture USA is honouring a 2nd trip, at no charge, for the repaired sofa. The repair service may take about 1-6 weeks depending on the manufacture’s timing.It is true that [redacted] originally purchased a 5 years, worry free, Montage Furniture Service Warranty. At one point Ms. [redacted] was interested in filing a claim with Montage; our representatives were happy to walk [redacted] through how to file a claim. We attempted to contact the customer twice on April 22, 2016 & May 2, 2016 to assist [redacted] in filing with Montage Furniture Services (MFS). Ms. [redacted] was successfully assisted on May 6, 2016 when she called the store at 3:45 PM. We were able to inform Ms. [redacted] that MFS only covers accidental damages occurring within 30 days of the incident and while the furniture was in its place, in [redacted] home. We also explained to Ms. [redacted] what she should expect after filing a successful service claim with MFS. After 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, 2021 before [redacted] Montage Furniture Service Warranty is expired. If 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.R. AssistantOriginal service picture of rip near cupholder and MFS Protection Plan enclosed.

September 22, 2017 Revdex.com Complaint...

#12392777                                   �...⇄             RE: [redacted]                   This is in response to the complaint of [redacted] that he was treated unfairly in our store on Sunday September 17, 2017. We counter his complaint as follows: 1)      He claims store signage of 60 months no interest on any purchase. There was no such signage in the store when he came in, nor is there any such signage now. The store signage clearly offers no interest financing OR a promotional sales price. An additional disclaimer on all sales tags and our website makes it clear that the two cannot be combined. He wanted both. That is why the sale was rejected. 2)      He claims his credit was fraudulently checked. He gave a written authorization to check his credit and was present while his credit was being checked and voiced no objection. 3)      He presented a public defender business card and implied that law enforcement would somehow be involved with his request.   Requested resolution                 We request that Mr. [redacted] immediately remove the scandalous and erroneous business libel accusing our business of many untruths on [redacted] reviews, and any other social media platforms.   Furniture USA, Inc.

This is in response to complaint [redacted].  The matter was not resolved.  In our terms and conditions with the [redacted] the...

company that provided the insurance coverage on the furniture we were required to make a decision by September 8th or we would forfeit financial restitution and/or re-selection.  In order to not incur a complete loss we accepted the cash out option with Montage since we were unable to obtain a resolution with FurnitureUSA or have them stop their practice of consumer fraud.I apologize for not responding sooner I was out of town and then had a family emergency.Thank you,[redacted]