Italy Furniture Inc.

Complaint ID ***I am asking for the $from the sofa bed that he bought at my store, reason being that I trusted this client with his word and exchanged the sofa bed that he said was damaged, when I got it back at the store it was damaged from his pet and I could do nothing with it I had to throw it away it was too damaged and full of hair and scratchesI am demanding the money back for this sofa bedFrom the begging this customer has been a problem, and insure about what he wanted to do with the itemsWhen he came to the store I did not say he had one year warranty for the dresserI repeat the dresser was low quality and its not going to last a life timeAlso I have not got any call or email from coaster saying that they have issued a credit to us for ***

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:
This is clearly going to go nowhere with this individualThis *** *** clearly does not know how to operate an ethical businessI was NOT a problem "from the beginning." Businesses can't make claims like thatI am the customerThe customer is who has the rights in a business to client interactionHe does not seem to understand thatThere was instance after instance of the level of customer service being inadequate that caused ME, the customer, to respond accordinglyFirst, the his staff contacted me an hour before the expected delivery and told me that they would have to reschedule days later, and I had a guest coming who I intended on using the unitNext, the unit was wrongThird, he called me and yelled at me saying I was trying not to pay his drivers - when the truth was that I left $sitting on a table in the room where they were putting the furniture, and I was in the bedroom - trying to be polite and not hover over them! No one even let me know that they were finished...I just got a call from him and he began harassing me! Next, the couch was damaged and I contacted himHe agreed to exchange it, and being that is was the wrong one, he said that the correct unit would be sent this timeHe then called me AGAIN after all of this and told me that nothing was wrong with the couch...after myself and my friend tried to use it, and the latch was failing when both of us tried to convert the unit from laying flat to sitting upright! I even sent him a video via phone of this! If this man thinks that it's the customer's fault that an interaction goes sour, he clearly should not be attempting to run a businessI was thrown a multitude of customer service failures which finally I had enough ofFirstly, the fact that he is trying to say that he wants money back for a couch that I returned is rather amusingOnce again, my return HAD NOTHING TO DO WITH SCRATCHES TO THE SMALL PIECE OF FABRIC ON THE UNDERSIDE OF THE COUCH BY MY CATSI don't know how many times we must repeat this for this owner to comprehend thisAdditionally, this exchange was done over a year agoIt was returned because the latch was not working, and the unit could not be convertedI find it remarkable that the owner is attempting to claim this as an issue over a year after the exchange was made simply because another item that I purchased from him is defective and I created a claimIs he really trying to create a counter claim because he didn't like what came his way regarding the other unit he sold me? He sells crappy furniture and tries to get away with not applying a manufacturer's warranty....plain and simple!Secondly, this man DID inform me that all furniture had a one-year warranty, as he stated this when I initially informed him about the couch malfunctioningHis exact words were "No problem, it has a one year warrantyYou can exchange it." Additionally, the representatives that I spoke to at Coaster Furniture told me that their furniture has a one-year warrantyI have kept them all in the loop of this, and they told me that they are investigating why a reseller would be changing the manufacturer's warranty in claiming that there is not a one-year warrantyThere are records of phone calls, voicemails and emails being left by *** ***, so Marlon is % lyingDishonesty is his best policy evidentlyThis man is dishonest and is blatantly lying to the Revdex.comI'm not sure if he comprehends how grave his dishonesty isThe store's reputation precedes itself as it has very negative reviews all over sites like *** and *** as well as word of mouth in the neighborhood of AstoriaAt this point, I have grown beyond exhausted trying to rationalize what this unintelligent man is trying to do?
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

Good afternoonThis response goes to complaint ID ***I'm responding letting know that we have already made and exchange to *** once, for the Convertible sofa bedHe once made a complaint about the sofa bed letting us know that it was damaged underneath, and we kindly exchanged
with no problem thinking it was a problem from the factory, when we got the merchandise back we notice it was not a problem from the factory it was damaged by a pet (cat) on the inside it was full of scratches and cat hair so from the looks of it we are sure it was a pet cat that damaged the merchandise.We also would like to let you know that at this store Italy Furniture we sell Low quality, Medium quality, and High quality merchandise the items that the customer purchased was low quality it was a merchandise that's not going to last a life time, he needs to understand that if its not taken care of it wont last him longThis all happened when we first opened this store we had already had p roblem with him he constantly was calling and saying he was going to do this what he is doing now filing a complaint, tell me what type of protection do we have as a store if he is threatening us with this for a while now and he knows very well we have done an exchange for him once

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:

This individual is not making accurate claims. I did return a futon/sofabed to them that DID have damage done by my pets, but that was NOT the reason that I returned it. My cats ripped up the fabric on the underside of the futon/sofabed. This was not the reason I returned the unit, because it did not bother me as it was not visible. I returned the futon/sofabed, because the latch that is supposed to catch when one converts the unit from laying flat to laying upright stopped functioning. When I would attempt to flip the couch to sit upright, it failed to stay upright and would fall flat. It was a defective item. This was clearly not done by a cat. This was the result of a defective product. The original couch was not even the right model that I ordered, and the [redacted] replaced it with a new (and correct) unit, which I thanked him for. He told me it was no problem, because everything they sell had a "one-year warranty." I was told about this warranty multiple times during my initial visit to the store when I inquired about their products.
What I'm having trouble understanding is why this individual is not discussing the item that has prompted me to notify the Revdex.com. The dresser that was purchased on the same transaction began to break not even 8 months after it was purchased. Each drawer slowly began to come apart. I contacted Italy Furniture via phone and email a multitude of times and got no responses. I attempted to fix the problem myself by epoxying each drawer together. It was a nuisance and still did not look good, but it worked. Finally, one of the racks where the drawers slide broke off, and the dresser is useless - this is the subject at hand as to why I initiated communication with the Revdex.com.This [redacted] clearly does not know how to honor his word and warranties. Shoddy furniture is sold, and apparently a personal vendetta arises if a customer comes across a problem that requires attention. From the beginning of my doing business with my company, it has been nothing but a headache. In my professional life, I work with thousands of vendors and manage multi-million dollar vendo relationships. This establishment has no idea how to do business or implement ethical business practices. On top of it all, the distributor, Coaster Furniture, has issued a credit to Italy Furniture in the amount to be refunded in an effort to resolve this. An agent that I have spoken with, [redacted], has been attempting to communicate with [redacted] to push the matter forward, and I have been advised that [redacted] is neither answering nor returning his calls. I have all of this information in email and have attached screenshots of the conversation here.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Review: I've had a myriad of issues with this company. I purchased a couch and a dresser from them on *2/*/20*3. First issue - the owner's assistant contacted me an hour before the delivery was expected, saying there was some kind of major issue, and she asked if the delivery could occur the following day. I very firmly advised that I was not ok with this. The [redacted]later called me, confronting me saying that I was rude to his assistant. I thought that it was extremely out of line to confront me for responding appropriately when the business was in the wrong.Next, the delivery men brought the items. I was in my bedroom during the entire delivery, and I shortly got a call from the owner questioning why I refused to pay the delivery fee. I was never advised that the delivery was complete, and I left the delivery fee ($40 + a $*0 tip) sitting on a table where they brought the material. He apologized, and I moved on.That night, I discovered that the wrong couch was delivered. I bit the bullet and kept it. Shortly after, the couch was damaged. I initiated a replacement by contacting the store, and he advised me that everything he sells has a one-year warranty, so this would not be a problem. The correct one that I originally ordered was then delivered about a week or so later, and the incorrect/damaged unit was also retrieved. A few months after my purchase, each drawer on the dresser broke. The plastic screws that went into the "wood" were clearly crafted poorly. I contacted re: a replacement twice via email with no response on 8/**/*4 and 8/**/*4 and via phone six different times from 8/**/*4 - 89/*/*4. I had to epoxy the drawers together, and they're still broken. Just yesterday, a wheel snapped on a sliding rail. The dresser is useless. The owner failed to follow up with me about the item after multiple emails & phone calls.Desired Settlement: I think that this entity should retrieve the defective dresser and provide me with a full refund. I honestly do not wish to do any further business with this organization. They are extremely unprofessional. The total for the dresser including tax is $162.23, and I would like to at least be reimbursed for this considering all of the trouble, nuisances and hassles.I, personally, would like for the Revdex.com to reprimand this business for practicing such poor business ethics.

Business

Response:

Good afternoonThis response goes to complaint ID [redacted]. I'm responding letting know that we have already made and exchange to [redacted] once, for the Convertible sofa bed. He once made a complaint about the sofa bed letting us know that it was damaged underneath, and we kindly exchanged with no problem thinking it was a problem from the factory, when we got the merchandise back we notice it was not a problem from the factory it was damaged by a pet (cat) on the inside it was full of scratches and cat hair so from the looks of it we are sure it was a pet cat that damaged the merchandise.We also would like to let you know that at this store Italy Furniture we sell Low quality, Medium quality, and High quality merchandise the items that the customer purchased was low quality it was a merchandise that's not going to last a life time, he needs to understand that if its not taken care of it wont last him long. This all happened when we first opened this store we had already had p roblem with him he constantly was calling and saying he was going to do this what he is doing now filing a complaint, tell me what type of protection do we have as a store if he is threatening us with this for a while now and he knows very well we have done an exchange for him once.

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:

This individual is not making accurate claims. I did return a futon/sofabed to them that DID have damage done by my pets, but that was NOT the reason that I returned it. My cats ripped up the fabric on the underside of the futon/sofabed. This was not the reason I returned the unit, because it did not bother me as it was not visible. I returned the futon/sofabed, because the latch that is supposed to catch when one converts the unit from laying flat to laying upright stopped functioning. When I would attempt to flip the couch to sit upright, it failed to stay upright and would fall flat. It was a defective item. This was clearly not done by a cat. This was the result of a defective product. The original couch was not even the right model that I ordered, and the [redacted] replaced it with a new (and correct) unit, which I thanked him for. He told me it was no problem, because everything they sell had a "one-year warranty." I was told about this warranty multiple times during my initial visit to the store when I inquired about their products.What I'm having trouble understanding is why this individual is not discussing the item that has prompted me to notify the Revdex.com. The dresser that was purchased on the same transaction began to break not even 8 months after it was purchased. Each drawer slowly began to come apart. I contacted Italy Furniture via phone and email a multitude of times and got no responses. I attempted to fix the problem myself by epoxying each drawer together. It was a nuisance and still did not look good, but it worked. Finally, one of the racks where the drawers slide broke off, and the dresser is useless - this is the subject at hand as to why I initiated communication with the Revdex.com.This [redacted] clearly does not know how to honor his word and warranties. Shoddy furniture is sold, and apparently a personal vendetta arises if a customer comes across a problem that requires attention. From the beginning of my doing business with my company, it has been nothing but a headache. In my professional life, I work with thousands of vendors and manage multi-million dollar vendo relationships. This establishment has no idea how to do business or implement ethical business practices. On top of it all, the distributor, Coaster Furniture, has issued a credit to Italy Furniture in the amount to be refunded in an effort to resolve this. An agent that I have spoken with, [redacted], has been attempting to communicate with [redacted] to push the matter forward, and I have been advised that [redacted] is neither answering nor returning his calls. I have all of this information in email and have attached screenshots of the conversation here.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

Complaint ID [redacted]I am asking for the $303.77 from the sofa bed that he bought at my store, reason being that I trusted this client with his word and exchanged the sofa bed that he said was damaged, when I got it back at the store it was damaged from his pet and I could do nothing with it I had to throw it away it was too damaged and full of hair and scratches. I am demanding the money back for this sofa bed. From the begging this customer has been a problem, and insure about what he wanted to do with the items. When he came to the store I did not say he had one year warranty for the dresser. I repeat the dresser was low quality and its not going to last a life time. Also I have not got any call or email from coaster saying that they have issued a credit to us for [redacted].

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:

This is clearly going to go nowhere with this individual. This [redacted] clearly does not know how to operate an ethical business. I was NOT a problem "from the beginning." Businesses can't make claims like that. I am the customer. The customer is who has the rights in a business to client interaction. He does not seem to understand that. There was instance after instance of the level of customer service being inadequate that caused ME, the customer, to respond accordingly. First, the his staff contacted me an hour before the expected delivery and told me that they would have to reschedule days later, and I had a guest coming who I intended on using the unit. Next, the unit was wrong. Third, he called me and yelled at me saying I was trying not to pay his drivers - when the truth was that I left $60 sitting on a table in the room where they were putting the furniture, and I was in the bedroom - trying to be polite and not hover over them! No one even let me know that they were finished...I just got a call from him and he began harassing me! Next, the couch was damaged and I contacted him. He agreed to exchange it, and being that is was the wrong one, he said that the correct unit would be sent this time. He then called me AGAIN after all of this and told me that nothing was wrong with the couch...after myself and my friend tried to use it, and the latch was failing when both of us tried to convert the unit from laying flat to sitting upright! I even sent him a video via phone of this! If this man thinks that it's the customer's fault that an interaction goes sour, he clearly should not be attempting to run a business. I was thrown a multitude of customer service failures which finally I had enough of. Firstly, the fact that he is trying to say that he wants money back for a couch that I returned is rather amusing. Once again, my return HAD NOTHING TO DO WITH SCRATCHES TO THE SMALL PIECE OF FABRIC ON THE UNDERSIDE OF THE COUCH BY MY CATS. I don't know how many times we must repeat this for this owner to comprehend this. Additionally, this exchange was done over a year ago. It was returned because the latch was not working, and the unit could not be converted. I find it remarkable that the owner is attempting to claim this as an issue over a year after the exchange was made simply because another item that I purchased from him is defective and I created a claim. Is he really trying to create a counter claim because he didn't like what came his way regarding the other unit he sold me? He sells crappy furniture and tries to get away with not applying a manufacturer's warranty....plain and simple!Secondly, this man DID inform me that all furniture had a one-year warranty, as he stated this when I initially informed him about the couch malfunctioning. His exact words were "No problem, it has a one year warranty. You can exchange it." Additionally, the representatives that I spoke to at Coaster Furniture told me that their furniture has a one-year warranty. I have kept them all in the loop of this, and they told me that they are investigating why a reseller would be changing the manufacturer's warranty in claiming that there is not a one-year warranty. There are records of phone calls, voicemails and emails being left by [redacted], so Marlon is 100 % lying. Dishonesty is his best policy evidently. This man is dishonest and is blatantly lying to the Revdex.com. I'm not sure if he comprehends how grave his dishonesty is. The store's reputation precedes itself as it has very negative reviews all over sites like [redacted] and [redacted] as well as word of mouth in the neighborhood of Astoria. At this point, I have grown beyond exhausted trying to rationalize what this unintelligent man is trying to do. ?

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,