Kelly's Home Center

Complaint: [redacted] I am rejecting this response because:This has been dragged out too long for a $gift card to sufficeWhile I understand that some of the issues stem from the manufacturer [redacted] , not the retailer, we still feel that Kelly's is responsible as the represented dealer to [redacted] If nothing else, Kelly's should be pushing back on [redacted] to help make this rightI have no idea if that has been done or notIt also sounds like Kelly's is implying that we could have caused the damage to the couch ourselves since we decided to haul it ourselves..if that's the case, then that's insultingIf they had wanted to inspect the couch before it went out, they had timeThe couch arrived on Friday and we picked it up on SaturdayIt never would have come to that if they would have told us their actual delivery policy in the first place, so our expectations would have been in line with what actually transpiredWe've had $3,of our money paid out to Kelly's for about weeks now, without an acceptable product to show for itI don't know any other company that would find that acceptable, make excuse after excuse, and try to pass blame on the customer like Kelly's hasIt's been very frustrating and Kelly's needs to do more to make this right.Sincerely, [redacted]

[redacted] accepted delivery on June 5 of the repaired sofa and we were informed by the delivery manager that she indicated everything looked satisfactory. We acknowledge that the duration of the entire process from initial delivery (Kelly's clearly states however, on the sales invoice that we do not accept responsibility for shipping delays on special orders) through to the repair requiring shipping to the [redacted] factory was longer that we would typically desire and are therefore still offering a gift card should the customer still wish to accept.

Complaint: ***I am rejecting this response because:It has become abundantly clear that we will never reach an agreement when it comes to this issueKellys believes that because it says in the fine print of their sales agreement that a product may take longer to arrive then originally estimated that they should take no blame in any mishapsLegally they are right, morally and ethically they are wrongWe will just have to agree to disagree on the issue at handA product promised in six weeks that doesn't arrive for weeks is just advertisementI believe any reasonable company would try to address this issue and attempt to make it right with the customerKellys time and time again continues to blame usIt's our fault the couch arrived to use damaged because they didn't have time to inspect itIt our fault we demanded an undamaged product and they had to acquire unnecessary expenses to send it back to the manufacturerIt's our fault they said they would expedite the process and then our couch sat down at *** for weeks without being repairedIt's our fault it took longer to get our repaired couch back then it would have taken to order a complete new oneAlways the blame is on someone else either the customer or ***Kellys has decided to sell *** in their store therefore they should have to take responsibility for anything that come with selling that product. A gift card to Kellys is useless to us because we will never purchase anything from them againThis issue will continue to be unresolved because we will never reach an agreementI am done debating the issue at hand. Sincerely,*** ***

Complaint: ***I am rejecting this response because:This has been dragged out too long for a $gift card to sufficeWhile I understand that some of the issues stem from the manufacturer ***, not the retailer, we still feel that Kelly's is responsible as the represented dealer to ***If nothing else, Kelly's should be pushing back on *** to help make this rightI have no idea if that has been done or notIt also sounds like Kelly's is implying that we could have caused the damage to the couch ourselves since we decided to haul it ourselves..if that's the case, then that's insultingIf they had wanted to inspect the couch before it went out, they had timeThe couch arrived on Friday and we picked it up on SaturdayIt never would have come to that if they would have told us their actual delivery policy in the first place, so our expectations would have been in line with what actually transpiredWe've had $3,of our money paid out to Kelly's for about weeks now, without an acceptable product to show for itI don't know any other company that would find that acceptable, make excuse after excuse, and try to pass blame on the customer like Kelly's hasIt's been very frustrating and Kelly's needs to do more to make this right.Sincerely,*** ***

*** accepted delivery on June of the repaired sofa and we were informed by the delivery manager that she indicated everything looked satisfactory. We acknowledge that the duration of the entire process from initial delivery (Kelly's clearly states however, on the sales invoice that we do not accept responsibility for shipping delays on special orders) through to the repair requiring shipping to the *** factory was longer that we would typically desire and are therefore still offering a gift card should the customer still wish to accept

Response to complaint #***The client ordered a sectional on 2/which arrived on 3/within the 4-weeks as promisedOn special orders Kelly's does have the client sign an agreement which states that we are not responsible for shipping delays. The client was contacted by
phone on Friday, 3/to make arrangements for delivery. As we deliver to McMinnville every Friday and had missed the 3/delivery for this particular week we offered to make special arrangements to deliver on Monday, 3/which they declinedThe client chose to come and pick it up themselves on 3/so the delivery fee of $was refunded.On 3/the client called to let us know that there was some damage on one of the pieces of the sectionalOur warehouse policy requires that the merchandise be inspected prior to being placed on our trucks for delivery. As we did not handle the delivery it is difficult to access when and how the damage occurred. We requested pictures of the damage and let client know that *** would repair at no cost and authorized a return to vendor on 4/7. *** has scheduled the sectional piece for repair on 5/then loads and ships it back to us upon completion shortly after that date. Repairs sent back to the factory are processed in accordance with *** policy and often take days or more which the client was made aware of by the managerHowever, due to the length of time that has transpired Kelly's is prepared to offer a $gift card as a gesture of goodwill upon their acceptance of the repaired sectional piece