Klopfenstein Home Rooms Furniture

Initial Business Response / [redacted] (1000, 5, 2017/08/31) */ We apologize for any inconvenienceWe have picked up the damaged chair and redelivered the new chair to the customer today Thank you

Initial Business Response / [redacted] (1000, 5, 2017/01/25) */ We are happy to advise you that the customers order has arrived in our warehouse and is ready to be deliveredShe was contacted earlier today via phone and a voicemail was left to advise her to call us so we can get her scheduled Thank you Initial Consumer Rebuttal / [redacted] (3000, 7, 2017/01/26) */ (The consumer indicated he/she DID NOT accept the response from the business.) It hasn't been delivered and so it was over a month past the delivery date as well as terrible customer service Final Consumer Response / [redacted] (4200, 11, 2017/01/26) */ (The consumer indicated he/she DID NOT accept the response from the business.) Again, this was a terrible place to purchase furniture fromThey did not correct anything Final Business Response / [redacted] (4000, 9, 2017/01/26) */ We have explained to the customer that an estimated time of arrival is not an exact time of arrival and many factors can play into the delay of a deliveryAs soon as this was received into our distribution center we have reached out to the customer to confirm the furniture is now here and ready to be deliveredWe are happy to deliver to the customer asapAll sales are final and no refunds are issued

Initial Business Response / [redacted] (1000, 5, 2017/05/30) */ The customer has clearly misunderstood what was communicated to him by the store managerThe store manager did not issue this customer a [redacted] store creditThe store manager did advise the customer that he would be willing to work with him on a discount on his next purchaseThe manager did notate this conversation/info in our systemThe customer is more than welcome to come in for a re-selection with the store manager who will get him a discounted price as promised, but there is no store credit on record for this customer Initial Consumer Rebuttal / [redacted] (2000, 7, 2017/06/01) */ (The consumer indicated he/she ACCEPTED the response from the business.) Misunderstanding on whose part? It appears to be misunderstanding on both ends because I initially wanted in store credit for amount warranty on furniture wasIt is what it is ,I know what I wanted and manager misunderstood meStore does not stand behind its products, at least not in my caseI purchased furniture which fell apart after years, I am not buying next furniture from them, and they don't seem to go extra step for customerI will be shopping elsewhereAfter spending over thousand dollars my furniture looks like this, is [redacted] dollars really unreasonable compensation? Thank u Revdex.com bureau for assistance and klopfenstain for responding

Initial Business Response / [redacted] (1000, 5, 2017/07/20) */ PURCHASE DATE 7/29/14...CUST SENT PICS OF FADING/DISCOLORATION ON HIS FURNITURE...HE WAS ADVISED THAT THEY ARE OUTSIDE OF THE YEAR MANUFACTURERS WARRANTY FOR FABRIC AND THERE WOULD BE COSTS FOR REPLACEMENT PARTS ( IF STILL AVAILABLE),LABOR AND SERVICE...WE EXPLAINED THAT GUARDSMAN APPARENTLY WOULD NOT COVER THIS BECAUSE IT IS NOT ACCIDENTAL DAMAGE WE WOULD BE HAPPY TO LOOK INTO THE COST OF REPLACEMENT PARTS PLEASE LET US KNOW THANK YOU Initial Consumer Rebuttal / [redacted] (3000, 7, 2017/07/20) */ (The consumer indicated he/she DID NOT accept the response from the business.) I bought a five year warranty on furniture and fabricit was stated from the sales lady that anything happened to it in five years would be coveredthey can't come up with a explanation of what happened to it.want repaired or replaced or money back Final Consumer Response / [redacted] (4200, 15, 2017/08/09) */ (The consumer indicated he/she DID NOT accept the response from the business.) one year limted warranty was never discussedthey sales lady told me and my wife anything goes wrong it was covered for five years.this is why I bought the warrantyall this sales lady wanted to do is sell the warranty with no remorse of backing it up Final Business Response / [redacted] (4000, 17, 2017/08/17) */ We apologize for the miscommunication and want to assist you furtherWe would be happy to assist you in ordering replacement fabrics if availableThere will be charges as indicated previouslyThank you

Initial Business Response / [redacted] (1000, 5, 2016/12/23) */ As of 12/22/We have made arrangements with the customer, The new cushion for her chair has been on order and the ETA for it is mid-late January The manufacturer has agreed to give a completely new corner unit in lieu of the chase which is what she is agreeable to Thank you Initial Consumer Rebuttal / [redacted] (3000, 7, 2016/12/27) */ (The consumer indicated he/she DID NOT accept the response from the business.) Klopfenstein's response is only partially accurate [redacted] received a call from Klopfenstein's manager, ***, on 12/22/ [redacted] and [redacted] discussed and agreed to the following: a corner unit would be made to replace the one chaise; Klopfenstein would customize the corner unit by taking off one of the brackets; Klopfenstein would be responsible for removing the bracket and upholstering the corner unit in a professional manner, making the transformation as seamless to the eye as possibleIt is our understanding that the corner unit is less in cost than the chaise being returned, so, because of this bracket removal and "fix" by Klopfenstein, no monies are to be deducted from the amount owed Klopfenstein by the ***, as discussed and agreed to by both partiesAlso, no monies are to be paid by [redacted] for delivery, pick-up, etc Additionally, [redacted] informed [redacted] he would do nothing until such time as a negative Google review had been removedThe review is to be removed once [redacted] acknowledges in writing to [redacted] the above listed termsThis request was made of [redacted] in the telephone conversation and [redacted] had agreed to send written confirmation to ***To date, nothing has been received and the Google review remains on the webAttached is an e-mail sent to Klopfenstein on 12/22/outlining the above mentioned phone conversation and agreed upon terms We, the ***, will be willing to accept the terms once we receive the written confirmation of the actual terms discussed and agreed to in our telephone conversation of 12/22/It is our fear that nothing will be done if we do not receive a written confirmation from Klopfenstein acknowledging the terms that were agreed upon in that phone conversationObviously, we wish to have this confirmation since the terms are a bit more than "The manufacturer has agreed to give a completely new corner unit in lieu of the chase which is what she is agreeable to." as stated above in their response to the Revdex.com

Tell us why here...We need for you to provde the "NO USE NO LOOSE CERTIFICATE" That was provided in your paperwork at the time of your sale

I am saddened to be writing such a negative review about a companyIn my life, I have had so many great experiences with the exception of working with Klopfenstein Home Rooms and Ashley FurnitureLittle did I know they were owned by the same personA few years ago we purchased two end tables and a table from Ashley furnitureWe paid to have them assembled for us so they were done correctlyOne of the tables was put together backwards while the other table was completely ruined by the amount of screws they used to put it togetherWe were given $to refund us for the assembly and for our inconvenienceSo, I bought a clock with that money still spending more and the clock has never workedFast forward to this year when we were very excited to be purchasing a Kind Size BedWe went to many places and couldn't find anything to match our dressersWe have loved John K and have had great experiences there but it was late and we weren't going to make it to their location that evening we were looking so we thought we would try out this placeBOY WERE WE WRONG!! After falling in love with a bed we were told that the bed was in stockWell, then the bed was in stock but for some reason the head board was not but was on the way so we could get it in about a weekSo before putting a down payment on the set we specifically asked the sales rep if we could get our money back if the bed wasn't ready in timeTo which we were told yes, if the bed wasn't in on time, we could get a full refundSo we went ahead and put a down payment downWell we received a call about 4-days ahead of the time it was suppose to be in saying they got the head boardGreat!! We were ecstatic and so happy we could get a trailer on Saturday rearrange our schedules and go get our bedWe let them know hours ahead of time that we were coming, paid the rest of the amount owed, and we sold our queen bed we haveFriday night, hours before pick up, we get a call that there was a piece missing from our bedWe received an apology but were told that we couldn't get the bed until the end of the week(after talking to a manager he said Wednesday and then after a phone call tells me for sure by Tuesday days away)So on Saturday, I called and asked for a refund, as we had been promised by the sales rep, so we could go elsewhereThey denied a refundThey have done nothing to make this rightTheir customer service is one of the worst around and I URGE you not to buy anything from this companyVery disappointed and we are now forced to have a mattress in our family room for a week and still have to deal with this business that I no longer want to associate myself with

Initial Business Response /* (1000, 5, 2015/09/02) */
Contact Name and Title: *** Service Manager
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@ashleyfw.com
We have called customer and tried to come out with a service tech to there homeCustomer has refused for us to come out and take
care of issue weather that is service or a replacementWe are more than happy to take care of the customer
OFFER:
Please contact us so I we can take care of the issuesPlease call on XXX-XXX-XXXXThank you
Initial Consumer Rebuttal /* (3000, 7, 2015/09/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
*** not telling truth tech did come out and have not received satisfactory response I ordered a new undamage product and expect a new undamaged product to be delivered
Final Consumer Response /* (4200, 11, 2015/09/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Company still refuse to rectify matter did call back service mgr to no avail
Final Business Response /* (4000, 9, 2015/09/03) */
Contact Name and Title: ***- Service Manager
I am telling the truthWe came out to your home and you refused service and was completely rude to our techOn the back of your sales order it says we have the right to service before replacingWhich you did not let us doIf you would like us to service we can
OFFER:
Call us at XXX-XXX-XXXX to set up a tech appt out and we can service the piecesThank you

You have previously said that they told you that you needed a warranty certificate and that you have it. If that certificate says "NO LOOSE NO LOOSE" at the top, please provide that to the store. This document would have been given to you at the time of your purchase at the cashiers deskOnce you have provided the warranty certificate we will begin the verification processThank you

Initial Business Response /* (1000, 5, 2017/01/14) */
WE ARE GLAD TO LOOK INTO YOUR CLAIMHOWEVER I HAVE NOT BEEN ABLE TO FIND ANYONE BY THIS NAME IN OUR SYSTEMPLEASE PROVIDE THE NAME OR NAMES THAT ARE LISTED ON THE SALES TICKET AND OR THE SALES TICKET NUMBER SO THAT WE MAY BETTER ASSIST
YOU
THANK YOU
Initial Consumer Rebuttal /* (3000, 7, 2017/01/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The sale was probably under *** ***We were forced to take the bed or forfeit our moneyThere is a gash on the headboard and I get the run around with that nowUnacceptable service!!
Final Business Response /* (4000, 9, 2017/01/25) */
Part of the bed was not in yet for pickup, so we called the customer as a courtesy to advise her no need to come in for pickup as all parts have not yet arrived inWe also explained that an estimated time of arrival is not an exact time of arrivalThe customer had this set up as a free pickup instead of a charged for deliveryWe did deliver to the customer free of charge as a courtesy due to the delayThis free delivery saved the customer a trip and the work of picking up and themselves

Initial Business Response /* (1000, 5, 2015/08/19) */
Contact Name and Title: ***- Service Manager
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@ashleyfw.com
We have gotten the furniture back to the customer homeWith the understanding that we have a part coming in and we will come out
to the home for servicePlease close case as we have already resolved this issue with the customer and making right by itThank you
OFFER:

My husband and I have had a terrible time with Klopfenstein Home RoomsWe ordered a brand new desk from them, and after it was delivered I realized the bottom drawers wouldn't fit correctlyI called the store right then and a service technician came out the next dayHis first attempt to fix the desk didn't work, almost a month after getting the deskI called and talked to a manager (on Feb 9th, & that's the last time we've heard from him, even though we've left him several messages) who was going to talk to the service managerIt wasn't until I called (left a message, and no call back), and called again did the service manager make a mention about ordering drawersI have asked them to take the desk back and give me my money back, but they refuse to do thatThe service dept says my only choices are to keep the broken drawers or keep waiting for new drawersBy the time the new drawers may get here, I'll have had a broken desk sitting in my house for maybe monthsTerrible customer service, and at this store the customer isn't right, even though they "back their products because customer satisfaction is their priority"I will never go back there again!

Initial Business Response /* (1000, 5, 2017/01/20) */
On 1/17/our tech arrived at the customer's house to complete a service orderThe tech arrived on time as scheduled and this date and time had been confirmed with the customerThe tech knocked on the door for ten minutes and called the
customer's phone multiple timesNo answer at the door or on the phone so the tech went on to his next scheduled stopThe customer then called the tech back later and advised her husband is home and he needs to go backWe talked to our tech and advised him to go back to the customer's home after he was done at his current stopThe customer's husband then called the service department and was very hostile and verbally abusiveThe husband used foul language to describe the tech, and I advised the husband we are sending the tech back out to complete the service, and to please not be hostile towards the tech and to allow him to complete the serviceThe husband agreed to allow the tech to complete the service, and advised that the tech would need to knock on the back door if no one answered the front doorThe tech then showed back up to the customer's house and called the service department to advise he was again at the customer's house and had been knocking on the door for an extended time and no one would answerWe advised the tech to go to the back door and knockThe tech advised he was knocking and could see the customer's husband in the house but that the customer's husband was not coming to the doorThe tech advised that finally the customer's husband came to the doorThe husband then advised the tech he did not know he was coming back to the home today even though we had just discussed with the customer's husband on the phone that the tech was indeed coming back to his home that same day to complete the serviceThe customer's husband then advised to the tech that he was not going to allow him in the home to complete the service and told the tech to leave his propertyThe tech then left the propertyThe customer then called into the service department the next day to discuss her service order, and we advised to her that we would not be able to send our tech back to her home due to the hostile language and work environment that had been displayed towards the techAlso that we had tried attempts to complete the service in her home, in which no one would answer, and the 2nd in which the tech was not allowed in the home in order to complete the service and that the tech was told to leave the property and the customer's husband had refused the serviceWe let the customer know that we will gladly complete the service work here at our shop if they would bring the pieces of furniture in, and that once service was completed as a courtesy we would re-deliver her completed pieces back to her free of chargeThe customer then refused to bring her pieces in for service
Initial Consumer Rebuttal /* (3000, 7, 2017/01/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The lies in this response are numerous first the tech used hostile language towards my wife, second the tech knock on the garage door at the back of the house as the front door was on the side of the houseWhen my wife let me know how she was treated by their tech she was clearly shaken and upset by the incidentI did let the service know my displeasure in how their tech talked to my wife as I found it very disrespectful to treat a woman that way over the phoneTHe service center informed me they would talk to the tech and have him offer an "apology" to my wife, which was never done, then call me to let me know if they would send the tech back to our homeI said call before you do this as I was apprehensive allowing such an individual into my home after he had talked to my wife in such a disrespectful mannerThey never called to tell me he was coming back outtech did show up again, not known to me, and again went to wrong door where I couldn't hear then finally he walked around and peered into a kitchen window with more of an attitude thus confirming my wife's original remarksTHe language I used in my original conversation with the Service Manager was I referred to the tech as an "SOB" becaused he treated my wife in a manner that was hostile and disrespectfulUpon researching Google Reviews for this business and their service there was numerous negative reviews as well as on the Revdex.com websiteTHis is a warranty item due attention plus I paid a *** fee that hasn't been credited back to meThe reason I asked the tech to leave my property was because he displayed a hostile attitude as well as telling me "I am wasting his time" mind you I paid *** fee plus took a day off workClearly they are the ones who wasted my time and disrespected a womanTheir nonsense response clearly indicates they are not a customer centered businessThe piece of furniture they want us to bring in is not a simple chair this is a cushion sofa with electrical componentsThus not a simple taskMy wife refused to be alone with their "only" service tech and I wouldn't allow her after his aggressive behavior towards herClearly they acknowledge this is under warranty thus it is a defective item of the sofaLastly, I called and left messages to discussed this matter and the phone call was never returned to me, again a clear lack of customer serviceWe are not able or capable to bring this sofa to their workshop as it is miles from our residence and do not have a truckIt is perfectly logical their tech was having a bad day but to engage in a tone that was viewed as aggressive and hostile towards a woman is inexcusableAny man who felt his wife was treated in a manner that was disrespectful would clearly not tolerate that behavior and would express that very clearly to the individuals who are their superior'sMy wife is still awaiting a formal apology which she still hasn't received evidently Klopfenstein's condones their employees talking to a woman with an aggressive and hostile tone
Final Business Response /* (4000, 17, 2017/01/26) */
We came out to the customer's location on separate occasions to complete the serviceOnce the customer did not answer the door, the second time they asked the tech to leaveWe are unable to provide a refund as we held up our end of the service we offered to provide, but the customer threw our service man off their property and refused to allow us to perform the serviceAgain, we will be happy to service their furniture at our service center in Fort Wayne if they will drop the furniture offWe will also waive a *** delivery fee and re-deliver the serviced furniture to the customer free of chargeThey just need to arrange to bring the furniture into our location since they will not allow us to complete the service at their home
Final Consumer Response /* (4200, 19, 2017/01/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The reasons stated as to why their service tech wasn't allowed into the home are well documented in previous statementsIt was also stated in a phone conversation that they would refund the *** service fee when the initial complaint was express to the service managerIt is a simply solution all they have to do is send a different tech to fix the warranty item, I find it hard to believe they only have tech capable of fixing this issueThis is a defective item not functioning in the manner expressed when boughtUnfortunately common sense and customer service no longer applies evident by other similar complaintsPerhaps exploring Small Claims Court will allow for a ruling party to make a final decisionBy their statements in previous responses they are collectively deciding to not perform any warranty/service items at my home because they only have service tech?? And because We are not capable of bringing in any items of this stature we are at the mercy of these items not falling apart which at the present time doesn't look good for us as the item in question is already showing signs of defective itemsThis will just go down as another unresolved complaint not meeting customer satisfactionThe leave me with two options forget about it or pursue other alternative solutions, but it will not be us bringing the item to them as it is not possible

Initial Business Response /* (1000, 5, 2016/08/25) */
We understand the customers concern with the delivery driversUpon her original phone call those issues were addressed with the drivers so that this would not happen in the futureUnfortunately, the weather was extremely hot that day and
there isn't anything that can be done to control the perspiration, but we do greatly apologize for the inconvenience
The customer chose a beautiful table setThis piece is made of natural wood and there are going to be small flaws in the woodThe floor model has them as wellWe picked up the table top and a few chairs from the customers home and brought them into our shop to inspect themThe chairs were corrected as well as the table top and we had the customer come in to inspect them
Upon arrival the customer was happy with the table top and the way the chairs lookHer only concern was a small gap in the leafThe gap is very, very minimal at each end of the leaf, but is due to the way the manufacturer makes this pieceThis vendor uses a self locking ratchet system that allows for ease of adding and removing the leafOther vendors use a panel hinge locking systemThis does provide a tighter close, but is more difficult to use
This is a custom piece of furniture and we would not be able to return itThis is the way the manufacturer makes this pieceWe told the customer we'd provide a *** gift card and it was provided upon redelivery of the table top and chairs
Initial Consumer Rebuttal /* (3000, 7, 2016/08/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I can appreciate you taking my concerns and coaching back to your drivers so that future clients do not need to experience the type of unprofessionalism that I did, as most companies wouldHowever, that does nothing for this client (myself) who was exposed to it, as you still are charging me the delivery feeI understand it was hot, however, having to clean up your employees sweat off my furniture is not only disgusting but shows your companies lack of respectYour drivers have the ability to bring cleaning products to the homes, and let's say it is hot, they would then have the necessary products to clean up after themselves
Unfortunately, you were misinformedNot only did I voice my concerns about what they left at my house, but when I went to inspect the furniture, I again voiced my concernsAt no point did I leave your warehouse happy with the resultsIn fact, I had warehouse employees call the vender because the gap is far from minimal, in fact, you can see the wooden spindles, as in where the leaf and table come together and should be fleshYour employees informed me the vender allows up to half an inch, while my gap is not that large, it is large enough that a quarter could be passed throughI was told by your sales department it would be so tight that you would not be able to see where the leaf was, which is why I bought this tableIf your company would have provided me with the information that it could be anywhere from a tight fit to a half an inch gap, I would have never bought the furnitureI expected a high quality table and that is not what I receivedAlthough you did provide me with a ** dollar gift card, that does not come close to a resolution in the matterPlease take a little time to evaluate my concerns with your customer service, sales department, and also the quality of furnitureThere has to be a solution that we can both agree on, and a ** dollar gift card is not it
Final Consumer Response /* (4200, 23, 2016/09/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Yes there wasYou can pull the calls that indicate me telling you thatI mentioned it to your two employees who told me to sit in my chairs and they would not wobbleHow is it that you continue to deny you were informed? If you are refusing to take ownership of your employees refusing to fix the issue, then I will take this complaint to the Indiana attorney genernalYou refuse to compensate me for my poor quality furniture, your awful customer service, and now you are calling me a liarYou were informedYou refused to do anythingI am not responsible for you to do your jobI'm not sure why it is impossible for you to send someone to fix the situation?
Final Business Response /* (4000, 25, 2016/09/28) */
Mrs***,
We would be happy to correct the issues with the wobblingPlease bring them in and we will take care of it

Initial Business Response /* (1000, 5, 2017/12/27) */
We apologize for the confusionYou have a one year manufacturers warranty for defects that covers parts and labor onlyBeyond 90days from delivery there is a trip fee to send a technician to your home for service or you always have the option
to bring the item in for service Tues-Fri 10a-6pmWe do not see that we had any contact from you with in the 90days from your delivery
The additional Insurance plan purchased covers accidental damage and would need to be reported directly to that company for considerationThey also request photos
We will be happy to assist you in correcting your issues but there will be a charge to send a technician to your home

Initial Business Response /* (1000, 6, 2015/08/26) */
Contact Name and Title: Joanne , Business Manager
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@khrfurniture.com
*** & *** *** purchased on 6/12/a special order piece wall cabinetry at Klopfenstein Home Rooms on Sales Order
#XXXXXXThis is a special order we ordered exclusively in for *** & *** *** that we do not stock nor is the customer allowed to return once ordered; which the manufacturer does not allow returns once the order starts the production processThe terms and conditions in regards to special orders not being returnable are on his sales order that was signedWe delivered the piece wall cabinetry on 7/24/and it was signed for in good conditionThe following week *** got with our service department about some adjustments with the cabinetryHe would not allow us to send a service technician out to see if we could take care of the adjustments in home so we brought the cabinetry back to our service shop to make the adjustments that were pointed out by *** ***After the adjustments were made, *** came in and talked to the warehouse manager Jason*** insisted that Jason take him up on the forklift to look all around it including the top, which he did*** liked the adjustments that were done and set up a delivery date with JasonHe called back later to cancel the delivery and refuse the cabinetry because of what he called a personnel conflict over the phone
OFFER:
Klopfenstein Home Rooms special order policy is no returns or cancellationsThat being said, we've tried to work with *** *** multiple times trying to resolve the situation with him abruptly hanging up the phone multiple times with multiple personnel who were just trying to resolve the situationWe have tried to work with him and have given him options: Reset the delivery for the piece cabinetry he special ordered and signed forLet *** *** reselect any wall cabinetry in our store or catalogs with no restocking feeReceive an in store credit with a restock fee to be used on any furniture purchasePlease call our customer service deptat XXX-XXXX to let us know which optionAs of right now, our books show an in store credit for *** & *** ***Thanks!
Initial Consumer Rebuttal /* (3000, 8, 2015/08/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This issue is far from resolvedThe issue with regards to the unit in question deals with defects and undisclosed design flawsThe piece of furniture is made poorly and is poor craftsmanshipI should not be charged for a piece of inferior productAs for the attempts for them to resolve with me, the only two people I took issue with were the owners *** and ***I did end both of those conversations after being yelled at, insulted and treated more rudely than I have ever been treated in a retail establishmentI was hoping to resolve this quietly and continue doing business with them, but they have made that impossibleThus, the Revdex.com complaint
Again, this piece is defective and made poorlyI no longer have faith in the manufacturer
Final Business Response /* (4000, 15, 2015/09/02) */
Contact Name and Title: ***- Service Manager
This item is a special orderWe have given the customer the option to reselect, when we never do that on special order
OFFER:
Customer can reselect at the store locationThank you
Final Consumer Response /* (4200, 17, 2015/09/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The item is defective and I have lost faith in their ready to assemble furnitureI will not order this merchandise from them

Initial Business Response /* (1000, 5, 2015/10/01) */
Contact Name and Title: ***- Service Manager
Contact Phone: XXX-XXX-XXXX
We have went out to the customers home twice for repairsCustomer called was still having the same issueSo we decided that we would issue the customer to come into
the store and reselect something differentWe can not issue a refund to the customer as we have a no refund policyWe are more than happy for the customer to select something else in our store locationWe have many diffferent vendors and tons of fabric to choose fromPlease come into the store and select something you would likeThank you
OFFER:

I called Klopfenstein Furniture on Lima Road after seeing an ad stating free deliveryI asked a salesman named David if this was true.I wanted to make sure before I made a trip over there for no reasonHe said yes, this is true for local delivery onlyI asked again, are you sure there is free delivery? He said yes, I am sureI get there the next day, find what I want and a lady sales person says you have to spend $or more to get free deliveryI asked to speak to DavidAfter waiting minutes, he finally shows up and tells me the same thing the sales lady saidI asked him if he remembered our conversation on the phone yesterdayHe did, but said I would still have to pay a delivery charge unless I spent $or moreObviously it was a scam to get me there thinking I would purchase something anywayI walked outNot only did they lose a sale, they lost a customer as well

Initial Business Response /* (1000, 5, 2017/02/01) */
When a customer picks up a piece of furniture they have the opportunity to inspect the furniture before they sign for it as being in good conditionOnce a piece is picked up by a customer and it leaves our property it is then the customer's
responsibility to bring that piece back into where it was picked up from if there any any issues the customer would like addressedIf a customer does not want to bring a piece back in then the second option is to pay a *** tech fee for a tech to come service that piece in the customer's homeThis piece was signed for by the customer in good conditionWe would love to correct any issues the customer may have but she will either need to bring the piece she picked up back in, or pay the service fee to have a tech come out to her home
Initial Consumer Rebuttal /* (3000, 7, 2017/02/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Klopfenstein is not taking into account any of the facts presented in the original complaint: a request was made that the piece be unboxed for inspection, and it was NOT; a call was placed to them within an hour of leaving their dock stating the piece was damaged; one of the drawer glides FELL OFF while trying to install the feet; one of the drawer glides fell apart when trying to reinstall the drawer; one of the drawers will NOT go in at all, but stops halfway; only of knobs are included
All of these issues would NOT have been discovered on the dock, even if the piece had been unboxed for inspection AS WAS REQUESTEDAnd, if in fact I have the piece repaired, at this point I am very concerned about the quality of any repair and a guarantee of the work!!
I like the piece; I want to keep the piece, I AM TRYING TO SUPPORT A LOCAL BUSINESS RATHER THAN BUYING ONLINE, but it needs to functionAt this point it is totally unusable
I want Klopfenstein's to come out and repair the drawer glides, and ensure that all drawers are in smooth working orderI will need new knobs in keeping with the style of the dresser, or a credit to purchase new ones myselfAnd I believe a credit is in order for the damage to the back of the dresserIF this work is done to my satisfaction, I will agree to pay them their outrageous demand for a service fee to repair a brand new piece of furniture
Final Consumer Response /* (3000, 17, 2017/03/16) */
***Document Attached***
Please see previous details of problems with Klopfenstein Home Rooms detailed in Case # XXXXXXXXAs it has been over weeks since the item was returned for repair, with no word from them as to status, I am done dealing with this company and their terrible product and serviceI am requesting a full refund of money paid for the dresser, In my opinion, the parts needed to repair the piece could have been purchased in days from a local source, and yet three weeks later, the repair has not been madeI called and asked their operator to deliver that message to customer service, (sorry, but I did not wish to speak to them again, given that I had been treated with rudeness and hung up on previously) and have sent a copy of the attached letter to them as well
Final Business Response /* (4000, 19, 2017/03/16) */
This will be *** ***'s second Revdex.com complaint concerning this piece of furniturePlease see closed complaint case # XXXXXXXX*** *** dropped this piece of furniture off to us for service, and instructed after she transported it home on her own she discovered broken drawer glides and missing drawer knobsThis was packaged straight from the manufacture, and *** *** had the opportunity to inspect before transporting it home*** *** did sign off on this piece as in good condition at her initial pickupWe have ordered drawer glides, and missing knobs for the customerWe will install once received in at our service center, and call customer back to let her know her piece is corrected and ready for pickupAll parts and labor discussed above are free of charge to the customer

Initial Business Response /* (1000, 5, 2015/09/02) */
Contact Name and Title: Alexis- Service Manager
Contact Phone: XXX-XXX-XXXX
We have been in contact with the customerThe table in question is reclaimed wood with a distressed topThis is normalWe have welcomed the customer into the
showroom floor to see the distress marks on the table top that are much similar to the one in the customers homePlease close Revdex.com case as this is within standards of the table the customer purchasedThank you
OFFER:
Initial Consumer Rebuttal /* (3000, 7, 2015/09/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have seen the table in the showroom when we chose to purchase the table to begin withThe defect in question is not distressing as the business contendsAs I mentioned in the original complaint, I have multiple pieces of this furniture that have no similar defectsIf the business would take the time to view this table in person they would easily see the difference
Final Business Response /* (4030, 14, 2015/09/08) */
We have reviewed the photos sent by the customerWe have determined this is up to standardsWe have sent photos to the vendor of this table and they agreed
Final Consumer Response /* (2000, 19, 2015/09/15) */
Have been recontacted by the retailer and they have replaced the table, so have satisfactorily responded to the complaint