Sent: Tuesday, August 09, 2:PM Subject: Case# [redacted] Good afternoon, I apologize for the delay reponse on this customerWe spoke to the customer and apologized for the trouble we causedWe refunded her delivery fee as requestedA check of $was mailed to her on 07/27/We may close this caseThank you Caitlin G [redacted] Exclusive Furniture Ext ***
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint I purchased a BRAND NEW living room set and that's what I expected to getIf what I sold/given is not in good/new condition it should be exchanged, not worked on to attempt to get it in the condition it was supposed to be in at the time of purchasedThe manager I previously spoke with Hector, he was supposed to set up a time/date to have it swapped out; now Claudia comes with a whole new resolution, and frankly I feel this is HORRIBLE business practicesIt seems as if now that they have my money, they could careless about the quality the product they sold me [Provide details of why you are not satisfied with this resolution.] Regards,
Subject: Reply to complaint ID # [redacted] In reply to complain ID # [redacted] Hello, I deeply apologize for the trouble Mr [redacted] has been experiencing about his living room setHowever, he did purchase his merchandise in & we only cover year manufacturer’s warranty as per the manufacturerUnfortunately flaking of the leather occurs from not protecting the leather over a period of timeWe deeply apologize for the trouble, but as per our policies, we are unable to resolve a leather issue that occurred 4-years after the manufacturer’s warranty expiredPlease close this case as resolvedThank you, Fauzia [redacted] Exclusive Furniture [email protected]
Revdex.com: This letter is to inform you that Exclusive Furniture has carried out to my satisfaction the resolution it proposed for my complaint, filed on 12/15/and assigned ID [redacted] Regards,My night stand was delivered close to 8pm on December It took almost months, but I finally have itYou can close the complaintI will not purchase from them againthank you [redacted]
Sent: Thursday, September 17, 3:PM Subject: case# [redacted] - Exclusive Furniture Good afternoon I am currently in contact with Mrs [redacted] I have contacted the manufacture to see what is the ETA of the barstoolsWe have given the customer an alternative option which is to reselectThe customer may choose any other item for the price she paid for the barstoolsThe store manager has also offered the customer an in store credit for the inconvenienceMrs [redacted] will inform me if or when she reselects.If she doesn't find anything else to reselect then we will speak to her and see what other option we have available for her Thank you Claire *Customer Service Manager 281/768-Exclusive Furniture
Hello,In response to Case # 11847509- [redacted] .We deeply apologize for the trouble Mr [redacted] experiencedAs of 06/13/2016, he has received his recliner & is satisfiedPlease resolve this case.Thank you, Fauzia Z [redacted] / Corporate [email protected] Furnitureext [redacted]
In response to complaint ID # [redacted] - [redacted] Hello, This customer originally purchased from Exclusive in May In august, after speaking to our customer service department, she stated she was dissatisfied with the qualityAgainst our policies (which are no refunds or exchanges after 48hours), we exchanged the sectional for the customer for a high-quality chair & ottomanThis is a Corinthian brand chair & ottoman and almost near impossible for it to go flat or feeling of the wood can occurThis complaint was submitted almost months after receipt of the chair & ottomanI;m sorry but it is Entirely against our policies & practices to do another exchange for this customerEspecially since we’ve already done once before & also because it’s almost impossible for this high-quality priced chair & ottoman to go flatThis is wear & tear and use of the furniture in the consumer’s homePlease close this case as resolved as Exclusive Furniture cannot go against their policies for this sale especially after going above & beyond already once beforeThank you, Fauzia [redacted] Exclusive Furniture 713-773-ext [redacted]
Sent: Wednesday, March 22, 5:PMSubject: Response to Case # [redacted] - Victor ***Hello,In response to case # [redacted] - Victor ***,We deeply apologize for the trouble caused to Mr [redacted] during his furniture purchaseHe purchased some special order pieces & we always allow our special order items to arrive within 6-weeksUnfortunately Mr***’s sale was promised earlier than 6-weeksTo accommodate him, we suggested him to buy a sofa, love & chair rather than the sectional he was waiting onWe waived the additional $the sofa, love, chair & ottoman was going to cost due to the inconvenienceWe apologize for the trouble caused to Mr***He received all of his delivery & items by 01/31/& is satisfiedPlease resolve this caseThank you! Fauzia [redacted] / Corporate Manager
Sent: Friday, October 16, 8:AM To: [redacted] ; drteam Subject: Fwd: c# [redacted] Exclusive Furniture Hello good morning, Mrs [redacted] has received the free power box we orderedCustomer has been resolvedYou may verify with customer,please close this account as customer has been taken care ofIf you have any question feel free to contact me Thanks, Claire [redacted]
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint [Provide details of why you are not satisfied with this resolution.]I will respond if I got non-broken furniture within time (03-31) Regards Regards,
From: EFComplaints Sent: Tuesday, February 09, 2:PMSubject: [redacted] (Exclusive Furniture) I apologize for the delayed response on this customer We were trying to work out something with him since we do not have a cancellation policyUpdated status is that as soon as the customers apartment or house is ready to be moved inWe will deliver the furnitureThe customer has been informed that cancellation is not approvedThanks, Claire
Sent: Monday, September 28, 1:PM To: Rhonda Parish; drteam Subject: Fwd: # [redacted] - Exclusive Furniture Good Afternoon, Since the last email I sent in regards to Mrs [redacted] I have spoke to her twice and both times I have offered to send a service technician to see what is wrong with her loveseatShe told me both times that she refuses serviceI explained to Mrs [redacted] that her furniture has a yr manufacture warranty for repairsTherefore we have to service first and if tech finds the loveseat non repairable we will either order parts and if needed we will request a replacement from the manufactureCustomer hung up on meWe cannot exchange loveseat just because she refuses repairsWe redelivered the loveseat times and accepted the last exchange on the loveseat 5/9/
Sent: Thursday, September 17, 3:PM To: Rhonda Parish Subject: # [redacted] - Exclusive Furniture I have contacted Mrs [redacted] in regards to her complaintMrs [redacted] was redelivered the loveseat three timesFirst time 5/5/15, 5/7/15, 5/09/15, she kept the loveseat on 5/9/and signed off as a good deliveryI have requested pictures from customer to determine what is the problem and decided to send our service tech to her homeI will follow up with you after the service has been completed Thanks you Claire FCustomer Service Manager [redacted] Exclusive Furniture
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint [Provide details of why you are not satisfied with this resolution.] Regards,I filed this years ago and you're just no responding? Btw this crap you sold me IS NOT leather! Look at the attached picture, you should be ashamed of yourself!
Hello Revdex.com, In response to [redacted] we do apologize for the trouble she's having on thisHowever, it's nearly impossible for bed bugs to be in BRAND NEW FURNITUREBecause Exclusive Furniture sells only NEW furniture & not used, Bed bugs are not something that can come from our furniture or bunk bed.We do apologize, but we suggest the customer submit to us their exterminator report so we may forward it to our lawyer to see what can be doneSince the exterminator made accusations, we would need to take this in a different routeThe customer can forward the exterminator report to: [redacted] so we may resolve this asapThanks & please close this complaint out in Exclusive's favor as this is NOT a business practices error
Subject: Response to Case # [redacted] Hello Revdex.com Team, In response to Case # [redacted] - [redacted] This customer has been refunded & the merchandise has been picked up from their housePlease resolve this caseThanks!
We spoke to this customer on 03-15-17 & on the same day WE DELIVERED TV STAND, DRESSER, MIRROR, 2 NIGHTSTANDS AND KING METAL FRAME. NO LATER THAN MARCH 31ST WE WILL SCHEDULE A EXCHANGE FOR THE METAL FRAME AND DELIVERY THE KIND BED PURCHASED. CUSTOMER WILL BE RECEIVING A REFUND FOR 50% OFF THE... BED ONLY ($305) *** Please close this as resolved. thanks.
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this proposed action would not resolve my complaint A chair may have been delivered and the store has a picture of it but that does not mean it is the correct oneAs you can see from the attached pictures, the owners manual shows what the remote should look like with the heat/massage featureThe picture of the actual remote shows that it only has up/downThe picture of the chair shows chair with tag on still on it, the remote and the manual.After discovering it was the wrong one, I immediately contacted the store manager [redacted] and he stated he would re-order the correct one and have it swapped out as soon as possibleAlso if this was the chair I was supposed to get then why did every time I contacted the store checking on the status (spoke to salesmen, managers, customer service) they always informed me they are checking it, the correct chair is in the warehouse or it is on order Regards, [redacted]
Sent: Monday, September 28, 11:AM Cc: drteam Subject: c# [redacted] Exclusive Furniture Hello good morning, Mrs [redacted] had the dresser and headboard on September 15,Regarding the sofa set being wrong set Mrs [redacted] originally purchased a non power set but we didn't have it available and she did not want to wait for the order to come in Mrs [redacted] reselected to another set which was a power setCustomer was aware and was given a huge discount on her upgrade as we didn't charge her for power set which of course are more expensiveWe apologize if she feels the manager was rude however he offered her a free power box with a purchase of one, she acceptedWe are currently waiting for the part to come inI spoke to Mrs [redacted] on Friday 25th and told her we still have not received partsOnce the part arrives I will email you that customer has been taking care of Thanks, Claire Exclusive Furniture [redacted] ***
Sent: Tuesday, August 09, 2:PM Subject: Case# [redacted] Good afternoon, I apologize for the delay reponse on this customerWe spoke to the customer and apologized for the trouble we causedWe refunded her delivery fee as requestedA check of $was mailed to her on 07/27/We may close this caseThank you Caitlin G [redacted] Exclusive Furniture Ext ***
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint I purchased a BRAND NEW living room set and that's what I expected to getIf what I sold/given is not in good/new condition it should be exchanged, not worked on to attempt to get it in the condition it was supposed to be in at the time of purchasedThe manager I previously spoke with Hector, he was supposed to set up a time/date to have it swapped out; now Claudia comes with a whole new resolution, and frankly I feel this is HORRIBLE business practicesIt seems as if now that they have my money, they could careless about the quality the product they sold me [Provide details of why you are not satisfied with this resolution.] Regards,
Subject: Reply to complaint ID # [redacted] In reply to complain ID # [redacted] Hello, I deeply apologize for the trouble Mr [redacted] has been experiencing about his living room setHowever, he did purchase his merchandise in & we only cover year manufacturer’s warranty as per the manufacturerUnfortunately flaking of the leather occurs from not protecting the leather over a period of timeWe deeply apologize for the trouble, but as per our policies, we are unable to resolve a leather issue that occurred 4-years after the manufacturer’s warranty expiredPlease close this case as resolvedThank you, Fauzia [redacted] Exclusive Furniture [email protected]
Revdex.com: This letter is to inform you that Exclusive Furniture has carried out to my satisfaction the resolution it proposed for my complaint, filed on 12/15/and assigned ID [redacted] Regards,My night stand was delivered close to 8pm on December It took almost months, but I finally have itYou can close the complaintI will not purchase from them againthank you [redacted]
Sent: Thursday, September 17, 3:PM Subject: case# [redacted] - Exclusive Furniture Good afternoon I am currently in contact with Mrs [redacted] I have contacted the manufacture to see what is the ETA of the barstoolsWe have given the customer an alternative option which is to reselectThe customer may choose any other item for the price she paid for the barstoolsThe store manager has also offered the customer an in store credit for the inconvenienceMrs [redacted] will inform me if or when she reselects.If she doesn't find anything else to reselect then we will speak to her and see what other option we have available for her Thank you Claire *Customer Service Manager 281/768-Exclusive Furniture
Hello,In response to Case # 11847509- [redacted] .We deeply apologize for the trouble Mr [redacted] experiencedAs of 06/13/2016, he has received his recliner & is satisfiedPlease resolve this case.Thank you, Fauzia Z [redacted] / Corporate [email protected] Furnitureext [redacted]
In response to complaint ID # [redacted] - [redacted] Hello, This customer originally purchased from Exclusive in May In august, after speaking to our customer service department, she stated she was dissatisfied with the qualityAgainst our policies (which are no refunds or exchanges after 48hours), we exchanged the sectional for the customer for a high-quality chair & ottomanThis is a Corinthian brand chair & ottoman and almost near impossible for it to go flat or feeling of the wood can occurThis complaint was submitted almost months after receipt of the chair & ottomanI;m sorry but it is Entirely against our policies & practices to do another exchange for this customerEspecially since we’ve already done once before & also because it’s almost impossible for this high-quality priced chair & ottoman to go flatThis is wear & tear and use of the furniture in the consumer’s homePlease close this case as resolved as Exclusive Furniture cannot go against their policies for this sale especially after going above & beyond already once beforeThank you, Fauzia [redacted] Exclusive Furniture 713-773-ext [redacted]
Sent: Wednesday, March 22, 5:PMSubject: Response to Case # [redacted] - Victor ***Hello,In response to case # [redacted] - Victor ***,We deeply apologize for the trouble caused to Mr [redacted] during his furniture purchaseHe purchased some special order pieces & we always allow our special order items to arrive within 6-weeksUnfortunately Mr***’s sale was promised earlier than 6-weeksTo accommodate him, we suggested him to buy a sofa, love & chair rather than the sectional he was waiting onWe waived the additional $the sofa, love, chair & ottoman was going to cost due to the inconvenienceWe apologize for the trouble caused to Mr***He received all of his delivery & items by 01/31/& is satisfiedPlease resolve this caseThank you! Fauzia [redacted] / Corporate Manager
Sent: Friday, October 16, 8:AM To: [redacted] ; drteam Subject: Fwd: c# [redacted] Exclusive Furniture Hello good morning, Mrs [redacted] has received the free power box we orderedCustomer has been resolvedYou may verify with customer,please close this account as customer has been taken care ofIf you have any question feel free to contact me Thanks, Claire [redacted]
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint [Provide details of why you are not satisfied with this resolution.]I will respond if I got non-broken furniture within time (03-31) Regards Regards,
From: EFComplaints Sent: Tuesday, February 09, 2:PMSubject: [redacted] (Exclusive Furniture) I apologize for the delayed response on this customer We were trying to work out something with him since we do not have a cancellation policyUpdated status is that as soon as the customers apartment or house is ready to be moved inWe will deliver the furnitureThe customer has been informed that cancellation is not approvedThanks, Claire
Sent: Monday, September 28, 1:PM To: Rhonda Parish; drteam Subject: Fwd: # [redacted] - Exclusive Furniture Good Afternoon, Since the last email I sent in regards to Mrs [redacted] I have spoke to her twice and both times I have offered to send a service technician to see what is wrong with her loveseatShe told me both times that she refuses serviceI explained to Mrs [redacted] that her furniture has a yr manufacture warranty for repairsTherefore we have to service first and if tech finds the loveseat non repairable we will either order parts and if needed we will request a replacement from the manufactureCustomer hung up on meWe cannot exchange loveseat just because she refuses repairsWe redelivered the loveseat times and accepted the last exchange on the loveseat 5/9/
I will respond after 03-thank you
Sent: Thursday, September 17, 3:PM To: Rhonda Parish Subject: # [redacted] - Exclusive Furniture I have contacted Mrs [redacted] in regards to her complaintMrs [redacted] was redelivered the loveseat three timesFirst time 5/5/15, 5/7/15, 5/09/15, she kept the loveseat on 5/9/and signed off as a good deliveryI have requested pictures from customer to determine what is the problem and decided to send our service tech to her homeI will follow up with you after the service has been completed Thanks you Claire FCustomer Service Manager [redacted] Exclusive Furniture
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint [Provide details of why you are not satisfied with this resolution.] Regards,I filed this years ago and you're just no responding? Btw this crap you sold me IS NOT leather! Look at the attached picture, you should be ashamed of yourself!
Hello Revdex.com, In response to [redacted] we do apologize for the trouble she's having on thisHowever, it's nearly impossible for bed bugs to be in BRAND NEW FURNITUREBecause Exclusive Furniture sells only NEW furniture & not used, Bed bugs are not something that can come from our furniture or bunk bed.We do apologize, but we suggest the customer submit to us their exterminator report so we may forward it to our lawyer to see what can be doneSince the exterminator made accusations, we would need to take this in a different routeThe customer can forward the exterminator report to: [redacted] so we may resolve this asapThanks & please close this complaint out in Exclusive's favor as this is NOT a business practices error
Subject: Response to Case # [redacted] Hello Revdex.com Team, In response to Case # [redacted] - [redacted] This customer has been refunded & the merchandise has been picked up from their housePlease resolve this caseThanks!
We spoke to this customer on 03-15-17 & on the same day WE DELIVERED TV STAND, DRESSER, MIRROR, 2 NIGHTSTANDS AND KING METAL FRAME. NO LATER THAN MARCH 31ST WE WILL SCHEDULE A EXCHANGE FOR THE METAL FRAME AND DELIVERY THE KIND BED PURCHASED. CUSTOMER WILL BE RECEIVING A REFUND FOR 50% OFF THE... BED ONLY ($305) *** Please close this as resolved. thanks.
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this proposed action would not resolve my complaint A chair may have been delivered and the store has a picture of it but that does not mean it is the correct oneAs you can see from the attached pictures, the owners manual shows what the remote should look like with the heat/massage featureThe picture of the actual remote shows that it only has up/downThe picture of the chair shows chair with tag on still on it, the remote and the manual.After discovering it was the wrong one, I immediately contacted the store manager [redacted] and he stated he would re-order the correct one and have it swapped out as soon as possibleAlso if this was the chair I was supposed to get then why did every time I contacted the store checking on the status (spoke to salesmen, managers, customer service) they always informed me they are checking it, the correct chair is in the warehouse or it is on order Regards, [redacted]
Sent: Monday, September 28, 11:AM Cc: drteam Subject: c# [redacted] Exclusive Furniture Hello good morning, Mrs [redacted] had the dresser and headboard on September 15,Regarding the sofa set being wrong set Mrs [redacted] originally purchased a non power set but we didn't have it available and she did not want to wait for the order to come in Mrs [redacted] reselected to another set which was a power setCustomer was aware and was given a huge discount on her upgrade as we didn't charge her for power set which of course are more expensiveWe apologize if she feels the manager was rude however he offered her a free power box with a purchase of one, she acceptedWe are currently waiting for the part to come inI spoke to Mrs [redacted] on Friday 25th and told her we still have not received partsOnce the part arrives I will email you that customer has been taking care of Thanks, Claire Exclusive Furniture [redacted] ***