International Furniture Industries, LTD

I am writing in response to the complaint that was issued by [redacted] >November 2014, Customer, [redacted] , called the store to inquire about the FARALLON DRESSER that we had on our website, on Sale Customer, [redacted] had several questions, all of them were answered and addressed in the emails below – Customer, [redacted] was specifically told that the piece was on the floor of the showroom – this was a floor sample on sale The customer requested that we inspect the piece – Manager, Cristina M [redacted] inspected the piece and relayed the issues Emails between Cristina M [redacted] and Customer [redacted] regarding these issues are below – Cristina M [redacted] < [redacted] @luxehomepa.com> 12/20/ to [redacted] No damageIt had a surface scuff on the top and we had [redacted] touch it up Happy Holidays Best, tina Sent from my [redacted] [redacted] , *** < [redacted] @***.org> 12/20/ to me THANKS! Merry Christmas [redacted] , [redacted] PRIOR to shipping the product, LUXE HOME PA proceeded to DELUX the product – having any of the surface scratches and issues removed and repaired LUXE HOME PA paid in full for these touchups, deluxing and or any refinishing before shipping GJK restored and or refinished the dresser – the dresser was shipped out in excellent condition We have images and the refinishers invoice for review This dresser retails for $and was on sale for $3600- Cristina M [redacted] explained to the customer that this was a very heavy piece that was to be taken to the warehouse, crated, and then picked up to ship, the charges would be $400.oo The customer agreed to the purchase at the costs listed and we proceeded with the process See emails below – Please See Attached Signed Receipt From: [redacted] < [redacted] @***.com> Date: Sunday, November 30, at 11:AM To: sgk sgk < [redacted] @***.org> Subject: Re: LUXE HOME [redacted] I have decided to send you the signed PDF (see link) instead of snail mail Please let me know if this is OK Thanks very much [redacted] On January 19th Cristina received an email from [redacted] regarding the dresser – SEE EMAIL below – the customer had noticed a small chip on one of the legs and she was having difficulty opening the drawers There appeared to be grease on the sides of the drawers (inside) on the sliders - Ms M [redacted] explained to the customer that the chip must have happened during shipping and that we would take care of the problem as well as having the drawers and residue addressed, locally Ms M [redacted] explained to the customer that the residue, a lubricate, was applied to ease the opening and closing of the drawers The residue would dissipate as the drawers are used All other issues would be handled and we would pay a local shop or mechanic See emails below regarding the conversations that occurred between the customer and our company – On Mon, Jan 19, at 7:PM, [redacted] , [redacted] < [redacted] @***.org> wrote: Cristina, Hoping that you have a solution for the dresser drawers that are very very difficult to open, per our phone conversation of last Thursday I also have attached a photo of the damaged dresser leg I hope that you can get some easy fixes for these problems since I have been waiting so long for a dresser! Best regards, [redacted] From: Cristina M [redacted] [mailto:cm [redacted] @luxehomepa.com] Sent: Tuesday, January 20, 1:PMTo: [redacted] , ***Cc: [redacted] Subject: Re: Awaiting your assistance Hi [redacted] My sincere apologies- It got so busy the other day after I spoke to you - I wrote this down and forgot to speak to [redacted] I will speak to him today and see about the drawers As for the chip on the bottom- Did you make a notation with the delivery company about this- When this shipped , it didn't have any chips Please let me know- I will follow up with you shortly Best, [redacted] On Tue, Jan 20, at 5:PM, [redacted] , [redacted] < [redacted] @***.org> wrote: Thanks for your message I was not at home when the dresser was delivered but it did not move from where the delivery people placed it I noticed the ding when I came home that evening I don’t have any info on the delivery company We contacted a local repair company, they agreed to service the product – Contact information for the local repair service is as follows: [redacted] Furniture Repair [redacted] , Dallas, TX ***###-###-#### We contacted a second local service as the first local service had difficulty reaching the customer and arranging an appointment – the Repair Service used is listed below [redacted] REPAIR SERVICE – Contact Information for [redacted] SERVICE is below: [redacted] Allen, TX ***###-###-#### [redacted] Repair Service made an appointment, provided us with a cost and we paid [redacted] in full - $ [redacted] repair went to her home and repaired the leg - After taking a look at the drawers, he felt as if it would be best to take the dresser to his shop to but required an additional $ We agreed to the costs and paid both invoices in full The dresser was picked up by [redacted] and once repaired, redelivered to [redacted] - The customer then contacted Ms M [redacted] and informed her that she was not satisfied with the drawers - we contacted [redacted] regarding the repair and the drawers – [redacted] specified that the drawers were fixed – the customer wasn’t happy that she was not able to open the drawers with just one hand since the design of the handles were not structured in the middle of each drawer [redacted] returned to make an adjustment to the drawers to accommodate the customer’s additional request [redacted] proceeded to shave down the rails/glides, fixing the issue, making the drawers very easy to open He was unable to covert the handles to a single or center handle as this is outside of the design of the dresser On May 29th, [redacted] emailed Ms M [redacted] and stated she was still not satisfied and wanted some type of compensation for her anguish MSs M [redacted] replied to her email and stated the facts - We had the chip on the leg repaired and the issue with the drawers fixed We paid for all services rendered and did so promptly We were not able to alter the design of the dresser and redrill the face of the dresser for a single handle or pull We did offer to send her a $check to cover the customer perceived anguish - which she accepted However, immediately following the offer, the customer posted a nasty review of our showroom and services that is not factual The $ offer is no longer available

---------- Forwarded message ---------- From: [redacted] < [redacted] > Date: Mon, Apr 14, at 7:AM Subject: Re: ***, [redacted] To: [redacted] < [redacted] > Hi [redacted] , A credit was issued to *** What do we need to do to have this case cleared from our file All the best, [redacted]

Scott or Michael will contact her this week to arrange the PICK UP of the Dresser - Once we are able to pick the dresser up and we have the dresser back , we will then send her the refund check Best, ***

Attached are the warranty's for both upholstery and case goods from *** The Original Date of purchase or our receipt of the customers upholstery order was January 13, The date exceeded the warranty We obtained a cushion replacement for the customer The cushion
is available for pick up or shipping. The casegoods warranty does not cover drawer glides We are not aware of any other issue with the case piece at this point
The owner has sent multiple emails and follow up to the manufacturer regarding the case piece The drawer glide can be repaired or replaced locally - however it is not covered by the warranty The warranty does not cover all aspects of case pieces even if the piece is under warranty -

***The company did not contact me within the time they said they would pick up the dresser (days)
My response was as follows: I reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me with the following caveats - 1.) That the entire $be returned within business days of the dresser being picked up 2.) That the pibe scheduled when I am not on business travel (I travel about 60% of my time). Thank you for your assistance.*** ***

I am writing in response to the complaint
that was issued by [redacted]
class="MsoNormal">November 29 2014, Customer, [redacted], called
the store to inquire about the FARALLON DRESSER that we had on our website, on
Sale. 
Customer, [redacted] had several questions,
all of them were answered and addressed in the emails below –
Customer, [redacted] was specifically told
that the piece was on the floor of the showroom – this was a floor sample on
sale.   The customer requested that we
inspect the piece – Manager, Cristina M[redacted] inspected the piece and relayed
the issues.  Emails between Cristina
M[redacted] and Customer [redacted] regarding these issues are below –
 

Cristina M[redacted] <[redacted]@luxehomepa.com>



12/20/14









to [redacted]



No damage. It had a surface scuff on the
top and we had [redacted] touch it up.  Happy Holidays.  Best, tina
Sent from my [redacted]
 

[redacted] <[redacted].org>



12/20/14









to me




THANKS!
Merry Christmas.
[redacted]
PRIOR to shipping the product, LUXE HOME PA
proceeded to DELUX the product – having any of the surface scratches and issues
removed and repaired.  LUXE HOME PA paid
in full for these touchups, deluxing and or any refinishing before shipping.  GJK restored and or refinished the dresser –
the dresser was shipped out in excellent condition.  We have images and the refinishers invoice
for review
This dresser retails for $6675 and was on
sale for $3600-  Cristina M[redacted] explained
to the customer that this was a very heavy piece that was to be taken to the
warehouse, crated, and then picked up to ship, the charges would be $400.oo
.  The customer agreed to the purchase at
the costs listed and we proceeded with the process.
See emails below – Please See Attached Signed Receipt
From:
[redacted] <[redacted].com<mailto:[redacted].com>>
Date: Sunday, November 30, 2014 at 11:22 AM
To: sgk sgk <[redacted].org<mailto:[redacted].org>>
Subject: Re: LUXE HOME[redacted]
I have decided to send you the signed PDF (see
link) instead of snail mail.  Please let me know if this is OK. 
Thanks very much.  [redacted]
 
On January 19th Cristina received an email from [redacted]
regarding the dresser – SEE EMAIL below – the customer had noticed a small chip
on one of the legs and she was having difficulty opening the drawers.  There appeared to be grease on the sides of
the drawers (inside) on the sliders -  Ms
M[redacted] explained to the customer that the chip must have happened during
shipping and that we would take care of the problem as well as having the
drawers and residue addressed, locally. 
Ms M[redacted] explained to the customer that the residue, a lubricate, was
applied to ease the opening and closing of the drawers.  The residue would dissipate as the drawers are used. 
All other issues would be handled and we would pay a local shop or
mechanic. 
See emails below regarding the conversations that occurred between the
customer and our company –
On Mon, Jan 19, 2015 at
7:29 PM, [redacted] <[redacted].org> wrote:
Cristina,
Hoping that you have a solution for the dresser drawers that are very very
difficult to open, per our phone conversation of last Thursday.
I also have attached a photo of the damaged dresser leg.
I hope that you can get some easy fixes for these problems since I have
been waiting so long for a dresser!
Best regards,
[redacted]
 
From: Cristina
M[redacted] [mailto:cm[redacted]@luxehomepa.com] Sent: Tuesday, January 20, 2015 1:40 PMTo: [redacted]Cc: [redacted]Subject: Re: Awaiting your assistance
 
Hi [redacted]
My sincere apologies-
 It got so busy the other day after I spoke to you - I wrote this down and
forgot to speak to [redacted]
I will speak to him today and
see about the drawers
As for the chip on the
bottom-  Did you make a notation with the delivery company about this-
  When this shipped , it didn't have any chips 
Please let me know-  i
will follow up with you shortly
 
Best,
[redacted]
On Tue, Jan 20, 2015 at
5:16 PM, [redacted] <[redacted].org> wrote:
Thanks for your
message.  I was not at home when the dresser was delivered but it did not
move from where the delivery people placed it.  I noticed the ding when I
came home that evening.  I don’t have any info on the delivery company.
 
We contacted a local repair company, they agreed to
service the product –
Contact information for the local repair service is as follows:
[redacted] Furniture
Repair
[redacted], Dallas, TX [redacted]###-###-####
We contacted a second local service as the first local
service had difficulty reaching the customer and arranging an appointment – the
Repair Service used is listed below
[redacted] REPAIR SERVICE –
  
Contact Information for [redacted] SERVICE is below:
[redacted]
[redacted] Allen, TX [redacted]###-###-####
 
[redacted] Repair Service made an appointment, provided us
with a cost and we paid [redacted] in full - $ 250.00
[redacted] repair went to her home and repaired the leg -
After taking a look at the drawers, he felt as if it would be best to take the
dresser to his shop to but required an additional $433.00.  We agreed to the costs and paid both invoices
in full.
The dresser was picked up by [redacted] and once repaired, redelivered
to [redacted] - 
The customer then contacted Ms M[redacted] and informed
her that she was not satisfied with the drawers  - we contacted [redacted] regarding the repair and
the drawers –
[redacted] specified that the
drawers were fixed – the customer wasn’t happy that she was not able to open
the drawers with just one hand since the design of the handles were not structured
in the middle of each drawer.  [redacted]
returned to make an adjustment to the drawers to accommodate the customer’s additional
request.  [redacted] proceeded to shave down
the rails/glides, fixing the issue, making the drawers very easy to open.  He was unable to covert the handles to a
single or center handle as this is outside of the design of the dresser.
On May 29th, [redacted] emailed Ms
M[redacted] and stated she was still not satisfied and wanted some type of compensation
for her anguish.   MSs M[redacted] replied to her email and stated
the facts - 
We had the chip on the leg repaired and the
issue with the drawers fixed
We paid for all services rendered and did so
promptly
We were not able to alter the design of the
dresser and redrill the face of the dresser for a single handle or pull
We did offer to send her a $300 check to
cover the customer perceived anguish - which she accepted.  However, immediately following the offer, the
customer posted a nasty review of our showroom and services that is not
factual.  The $ 300 offer is no longer
available.

---------- Forwarded message ----------
From: [redacted] <[redacted]>
Date: Mon, Apr 14, 2014 at 7:40 AM
Subject: Re: [redacted]
To: [redacted] <[redacted]>
Hi [redacted],
A credit was issued to **. [redacted]....

 What do we need to do to have this case cleared from our file.
All the best,
[redacted]

Scott or Michael will contact her this week to arrange the PICK UP of the Dresser  -  Once we are able to pick the dresser up and we  have the dresser back , we will then send her the refund check 
Best,
[redacted]

Review: Ordered 3 furniture items on August 26, 2013. I paid for the complete order using my [redacted] Card. After many calls to [redacted] (owner) I received the sideboard on November 15, 2013. I am waiting for the other 2 items. After many unreturned calls to [redacted], I talked to [redacted] on February 19, 2014. He was going to issue a credit for the remaining undelivered items. To date I have not received a credit on my [redacted] CardDesired Settlement: Issue a credit to my [redacted] Card for $914.00:

Finn Side Table $480.00

Bisque Lamp (2) $480.00

Discount -$ 96.00

Freight $ 50.00

TOTAL REFUND DUE $914.00

Business

Response:

---------- Forwarded message ----------

From: [redacted] <[redacted]>

Date: Mon, Apr 14, 2014 at 7:40 AM

Subject: Re: [redacted], [redacted]

To: [redacted] <[redacted]>

Hi [redacted],

A credit was issued to **. [redacted]. What do we need to do to have this case cleared from our file.

All the best,