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James M. Fletcher

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James M. Fletcher Reviews (11)

On 9/5/customer made a purchase of a mattress and a box spring, at the time of purchase the customer was made aware that the order would take anywhere from two to four weeks to arrive and once in we would then call her and set up delivery, the customer was also made aware that if for any reason she needed to cancel the order, the cancellation must take place within hours of purchase or there would be a 40% restock feeCustomer agreed to the terms of the sale and agreed to the items she was purchasing and signed off on her invoice.On 9/15/less than two weeks from her date of purchase, our delivery coordinator was notified that the customers mattress and box spring were scanned and received in to our warehouse and called the customer for delivery, the customer confirmed delivery for Tuesday 9/20/On Saturday 9/17/when the warehouse was prepping for Tuesdays deliveries, they came across this customers order, it was then that it was noticed that the sticker that the manufacture put on the customers box that contained her mattress, that the number on the sticker did not match the number that was on the box, the manufacture had tagged the mattress wrong and what had come in with the customers name, was not what the customer ordered, when this was noticed, it was reported to our delivery department and out delivery department then contacted the customer and made her aware that we would not be delivering due to the wrong mattress was sent to usWe informed the customer that we would once again place the mattress on order and as soon as it came in, we would call her for deliveryON 10/4/2016, right at the four week mark, the customer was called and made aware that the mattress came in and we would be in the area for delivery on 10/7, the customer declined delivery for 10/she requested delivery for 10/14, she was then informed that we only had that weeks route laid out and would have to call her back when we were in the area for the following weekThe customer was called on 10/and we left a message about delivery, was called on 10/and a message was left for delivery and was called on 10/and again a message was left for deliveryWe finally reached contact with the customer on 10/and confirmed her in for the day she had chosen which was 10/14.On 10/14/our delivery team arrived at the customers home and started to deliver her mattress and box springsThe delivery team, in front of the customer, the customer watched the mattress come out of the box, the customer saw that this mattress was sealed in plastic, and at this time, when revealing the mattress, it was noticed that on the side of the mattress there was a small black mark, which looked to be a possible grease mark from the factory, you can clearly see that this was not marks of "feces" as the customer is insinuating for this mattress was sealed and if this mark came from an animal, the animal would be in there with the mattressThis mark was clearly a grease mark from the factory and our delivery driver informed the customer that he had a cleaner in the truck that he could spray on the mark to make it go awayThe customer agreed to allow to have the driver use the cleaner on the mattressOnce the cleaner was sprayed on the mark, even tho it was still wet as our team was leaving, you could clearly see that the cleaner had loosened and lightened the color and at this time the customer was told, if she is not happy with the small spot on the side of the mattress, that she would then have to decline the item, we can not leave a mattress in her home for her to use only to exchange it for another, we can not take a used mattress back to our warehouseThe customer agreed to keep the mattress in her home.As for the box spring that was a no fit in the customers home, we do not know at the time of sale, we spoke to the customer that same day as her delivery and informed her that we actually had a split foundation at our warehouse and we would be more than happy to bring it out to her that same dayThe customer then declined to have us bring it back out to her that day, we then said we could bring it out to her that Saturday 10/15, again the customer declined, at first she stated she would be out of town then told us she had to workWe informed her at that time that our warehouse is closed on Sundays and Mondays if she did not accept delivery that Saturday, that we would not be able to get back out to her home until that following Thursday 10/The customer accepted the date of 10/20.The customer, as she stated in this dispute, cancelled her delivery of the split foundation for that Thursday, she was not charged for her regular foundation or for the split foundation, those items were cancelled off of her order with no restocking feesThe customer has only been charged for the mattress that she accepted in her home on 10/14/16.We have been working with this customer, the mattress being sent to our location wrong, was an error from the manufacture which we immediately made the customer aware and we placed on order right away, we worked with the customer on the date for her delivery and we worked with her for trying to get a split foundation out to her home that same day which she declined

The customer accepted the mattress in her home, we gave her the option, at the time of delivery, to decline it, and she did not want to, we informed her,that if she accepted the mattress, that it was her mattress, we could not take it back. The customer still accepted the mattress.We can not take back a mattress once it has been in the customers home and used.As for the mark on the mattress, you could clearly tell it was a grease mark and if the customer thought it was "feces" she would not have accepted a "feces" stained mattress to keep as hers to sleep on, she would of declined it right away and would not have even give our delivery a chance to clean it.

As we have stated before, when we did a follow up call with the customer, the day of his delivery, he not once mentioned a mattress and box spring missing, only one night stand which was at our warehouse and picked up by the customer at a later date. The customer has received all of the product he paid for, if the customer mentioned a missing mattress and boxspring to the delivery crew, then he would of mentioned it to our customer service associate when we did our follow up phone call, but he did not, he only mentioned the night stand.  We delivered all of the customers order to him on 2/17/2015 besides for the noted missing night stand which again, was picked up by the customer from our warehouse at a later date, but as for this mattress and box spring, it was delivered with the rest of his order.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below. They did not meet their contractual obligation to have the mattress and box spring in my home within the 2 to 4 weeks from the date of purchase. They delivered it with a stain that could be grease or feces. They did not try to work with me. They intimidated me into following through with this purchase.  They need to come get this mattress out of my home and reimburse me for wasting my time, energy, and resources to make this purchase happen.
Regards,

For pick up customers, they are made aware a head of time, that there may be more than 1 trip required for pick ups, their first time seeing the product is also our first time seeing the product, product may come in damaged from the manufacture and we are not made aware of that, until the customer...

is there to open their product.It does not happen often, but unfortunately when the customer came for pick up, their item was damaged, at that time the customer declined the pick up and then spoke to the manager of the store they made the purchase from. It was agreed at that time, that a refund check would be issued to the customer for the item they declined.A refund check was issued to the customer for the item the declined. The customer has received the full amount they had paid for the item.

Customer received delivery on February 17, 2015, at the time of delivery our delivery team places a call in to our customer service department so an associate can speak with the customer to confirm everything on the order is received and there is nothing damaged or missing from the delivery, at the...

time of the phone call, the customer told our associate that he was missing a night stand, that was the only thing that was mentioned, at time of delivery, of being missing. It was then noted on the back of the delivery ticket, and also on our Customer follow up report, that one night stand was missing from the order. There was never any talks of a missing mattress and boxspring until the customer was called for his pick up of the night stand.  The customer had mentioned he did not receive his mattress and box spring on the 17th, his paperwork was then pulled and there were no notations of a missing mattress and boxspring, even our warehouse staff, and warehouse manager searched the warehouse for his mattress and boxspring and it was not here. The customer was made aware, that the only thing noted at the time of his delivery of being missing, was his nightstand, other than his one night stand, the customer received everything on his order.We have a signed delivery ticket from the customer stating he received his mattress and boxspring, even our customer service follow up report shows that everything was good with the delivery besides for one nightstand missing.

Unfortunately the customers bed was sent to us without legs, this was not noticed until time of delivery. At the time of delivery when it was discovered that the legs were missing and the bed could not be assembled without them, a call was placed into our service department and the legs were ordered...

immediately.Once the legs were ordered, we placed a call in to the parts department and they made us aware that it was not something they were able to ship right away and that it would take several weeks to ship. Once the phone call ended with our parts department we called the customer and made her aware of the time frame we were given, and told her if anything had changed we would keep her up to date.Weeks went by and still no update with a better date from our parts department, we kept getting told that it was not something they had in stock and could not ship them, we informed the customer every time we talked to the parts department of the time frame we were given, even tho the time frame never changed, we still called the customer and made her aware.After another week of the legs not shipping we finally placed a call to a different department and complained of the time frame for shipment, once a complaint was placed, the legs shipped that following week to the customer. On 12/18/15 we went out to the customers home and picked up the pieces that needed installment, on 12/22/15 we took the completed bed back out to the customer and as of 12/22/15 the customer has the full assembled bed.

The hardware was ordered the same day the customer received her order. The hardware is not something that we have in stock at our distribution center, it is something we have to order and have shipped in. The hardware unfortunately was not in stock and not something that could ship right away.We...

have arranged, for this Monday July 6th, to go to the hardware store and get the correct bolts needed to assemble the bed in the customers home. The customer has been called and made aware that we will be at her home on Monday to finish the assembly of her bed.

As for the complaint number above.   Customer saw an item she liked online, she came in to the Dover de location asking to see the set, the set is not one we had on any of our showroom floors. The customer was made aware that we had similar items on our showroom floor, but they were not the...

exact same. After being shown the sets on the floor, the customer decided to proceed with her purchase. At the time of the sale, the customer was made aware, that if she did not want to keep the order, she had 24 hours from the date of purchase to cancel, if it went beyond the 24 hours, and she decided to cancel,m there would be a 40% restock fee. This is a special order, not something we had in store or in stock, the customer made the decision to continue with her purchase. The order came in and the customer as called for her pick up. When the customer arrived for her pick up, the product was opened and the customer then decided she did not like the set. She was not told by warehouse management to refuse the product and get a refund. That is not our policy and a manager would not tell the customer different from the policy. We did try to work with the customer, instead of losing 40% we offered to let her reselect a new series, for a lesser charge, 20%. The customer still refused. We then offered her 10% off the product or free delivery, she still refused to keep the order. The product came in as the customer saw it online, we informed her the pieces she saw on our showroom floor, were not exact to the one she wants online, we informed the customer at time of sale of the cancellation policy and without seeing the product she was ordering, and knowing of our policy, the customer still went on with the sale.   Thank You, [redacted]

On 9/5/2016 customer made a purchase of a mattress and a box spring, at the time of purchase the customer was made aware that the order would take anywhere from two to four weeks to arrive and once in we would then call her and set up delivery, the customer was also made aware that if for any reason...

she needed to cancel the order, the cancellation must take place within 24 hours of purchase or there would be a 40% restock fee. Customer agreed to the terms of the sale and agreed to the items she was purchasing and signed off on her invoice.On 9/15/2016 less than two weeks from her date of purchase, our delivery coordinator was notified that the customers mattress and box spring were scanned and received in to our warehouse and called the customer for delivery, the customer confirmed delivery for Tuesday 9/20/2016. On Saturday 9/17/2016 when the warehouse was prepping for Tuesdays deliveries, they came across this customers order, it was then that it was noticed that the sticker that the manufacture put on the customers box that contained her mattress, that the number on the sticker did not match the number that was on the box, the manufacture had tagged the mattress wrong and what had come in with the customers name, was not what the customer ordered, when this was noticed, it was reported to our delivery department and out delivery department then contacted the customer and made her aware that we would not be delivering due to the wrong mattress was sent to us. We informed the customer that we would once again place the mattress on order and as soon as it came in, we would call her for delivery. ON 10/4/2016, right at the four week mark, the customer was called and made aware that the mattress came in and we would be in the area for delivery on 10/7, the customer declined delivery for 10/7 she requested delivery for 10/14, she was then informed that we only had that weeks route laid out and would have to call her back when we were in the area for the following week. The customer was called on 10/6 and we left a message about delivery, was called on 10/7 and a message was left for delivery and was called on 10/8 and again a message was left for delivery. We finally reached contact with the customer on 10/12 and confirmed her in for the day she had chosen which was 10/14.On 10/14/2016 our delivery team arrived at the customers home and started to deliver her mattress and box springs. The delivery team, in front of the customer, the customer watched the mattress come out of the box, the customer saw that this mattress was sealed in plastic, and at this time, when revealing the mattress, it was noticed that on the side of the mattress there was a small black mark, which looked to be a possible grease mark from the factory, you can clearly see that this was not marks of "feces" as the customer is insinuating for this mattress was sealed and if this mark came from an animal, the animal would be in there with the mattress. This mark was clearly a grease mark from the factory and our delivery driver informed the customer that he had a cleaner in the truck that he could spray on the mark to make it go away. The customer agreed to allow to have the driver use the cleaner on the mattress. Once the cleaner was sprayed on the mark, even tho it was still wet as our team was leaving, you could clearly see that the cleaner had loosened and lightened the color and at this time the customer was told, if she is not happy with the small spot on the side of the mattress, that she would then have to decline the item, we can not leave a mattress in her home for her to use only to exchange it for another, we can not take a used mattress back to our warehouse. The customer agreed to keep the mattress in her home.As for the box spring that was a no fit in the customers home, we do not know at the time of sale, we spoke to the customer that same day as her delivery and informed her that we actually had a split foundation at our warehouse and we would be more than happy to bring it out to her that same day. The customer then declined to have us bring it back out to her that day, we then said we could bring it out to her that Saturday 10/15, again the customer declined, at first she stated she would be out of town then told us she had to work. We informed her at that time that our warehouse is closed on Sundays and Mondays if she did not accept delivery that Saturday, that we would not be able to get back out to her home until that following Thursday 10/20. The customer accepted the date of 10/20.The customer, as she stated in this dispute, cancelled her delivery of the split foundation for that Thursday, she was not charged for her regular foundation or for the split foundation, those items were cancelled off of her order with no restocking fees. The customer has only been charged for the mattress that she accepted in her home on 10/14/16.We have been working with this customer, the mattress being sent to our location wrong, was an error from the manufacture which we immediately made the customer aware and we placed on order right away, we worked with the customer on the date for her delivery and we worked with her for trying to get a split foundation out to her home that same day which she declined.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.I have aalso attached a photo of my room immediately after delivery on Feb 17th 2015. Please note how a box spring, a mattress and a nightstand are missing. I specifically asked the delivery drivers to annotate what was missing and apparently nothing was annotated. I immediately called customer service as the drivers had instructed and got in touch with the warehouse on March 12th 2015 to pick up the remainder of my furniture. I was not 5 minutes from the warehouse when I received a call from the warehouse manager saying he would not give me my mattress or box spring. I later called in late November early December about it again, as I had often contacted to get this horrible issue resolved, and they had altered my receipt in their file saying that I had never ordered a mattress or box spring while I am holding the original receipt in my hands detailing what I had purchased. I am appalled that it has been a year and I still don't have what I paid for, this is ridiculous and this is a scam at best. I have since moved to a new home and am 2 months away from a deployment so I would really like to get this issue resolved.
Regards,

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