Lisa Charlebois LCSW

Dear [redacted] and Revdex.com, Hi ***, my name is [redacted] ***, owner of Galleria Furniture in Lawton I tried to reply on the Revdex.com website but unfortunately your website was experiencing temporary technical troubles I received a letter from you stating you had previously sent me a letter of complaintPlease make note that the letter I received today is the first letter I have ever received from you in regards to [redacted] *** Immediately after reading your letter I called Mr [redacted] with intent to resolve any problems or concerns that he had Unfortunately, Mr [redacted] made it clear to me that there wasn't anything for me to resolve He told me he has full intentions to proceed with his complaint to Fort Sill and you as well From what I understand Mr***'s main issue with Galleria is he claims he was told he would receive delivery on a certain date and when it came time for us to actually schedule his delivery it was not the same date he was told Our store policy is very simple We order all sold items to ship in either from our main warehouse in Oklahoma City or certain special order items from Dallas, Texas MrMay's item was ordered to ship in from Dallas, Texas Once an item arrives then we call the customer to schedule a delivery or make pick up arrangements Unfortunately we are unable to guarantee an exact day or time when merchandise arrives so because of that limitation we do not guarantee or schedule an exact delivery or pick up date We inform our customers of an approximate date and do our very best to accommodate everyone Mr [redacted] recliner actually arrived earlier than we anticipated However, our delivery schedule was completely full and unfortunately we did not have an availability on his desired date I would also like to inform you that our delivery policy is that we charge $minimum delivery fee for any purchase under $1, However, because Mr [redacted] is military we offered him free delivery as our way of expressing appreciation for his service From my conversation with Mr [redacted] I gather he was upset and expressed his desire for a refund At that time our policy on all sales was explained to him and instead of waiting for us to deliver to him he chose to pick up his recliner himself that same day Today when I spoke to Mr [redacted] he never once mentioned any mechanical problems with his recliner I offered my personal apology on behalf of Galleria for the disappointment of the delivery issue and asked him if there was anything more I could do to resolve any issue he had with Galleria It was then that he informed me he simply wanted to make a formal complaint to Fort Sill and the Revdex.com to warn the public about how Galleria operates Galleria has been established in Lawton almost three yearsWe have never had any complaints filed against us with the Revdex.com We do our very best to extend impeccable service to all of our customers and we gladly extend the same professional service to Mr*** It makes it more challenging to make amends when the issue at hand is service related but regardless I want to once again graciously extend a sincere apology that we were not able to deliver his recliner on a certain date To compensate for any inconvenience I will offer Mr [redacted] a 10% discount on any item in our store that is not already a marked discounted item In addition I will once again extend free delivery and set up as well Mr [redacted] is a valuable customer to Galleria and we hope to resolve any and all issues between him I have attached a copy of the original sales ticket for your convenience (front and back copy) Please notice that no where on the ticket will you see any documentation on a confirmed delivery date Please let me know if I can be of further assistance Kindest Regards, [redacted] ***

Complaint: [redacted] I am rejecting this response because:Please see attached word documentI was not able to past the field provided, there were formatting issuesPlease let me know if the word doc does not come through Sincerely, [redacted] ***

Please accept this letter in response to ***. My first phone call to Mr*** was to resolve any issues that he had. During that first phone call Mr*** made it very clear that there wasn't anything I could resolve. He said his intent was to make sure the public knew about how Galleria treated their customersHe also told me he was going to address this with Fort Sill's legal department. After thinking about our conversation I called Mr*** back and told him I felt his intent was to damage the reputation of my business based solely upon his dissatisfaction. I told him I do not take that kind of threat lightly and felt if I was going to be accused of anything I wanted the right to defend myselfI asked for the name and phone number of his 1st sergeant and told him I wanted to sit in on any meeting he had arranged with any legal team as well. The conversation ended with him informing me that if the Revdex.com felt he did not have any grounds to make this a legal issue then he would not take any further action. Mr*** has made it clear in our conversations and in his reply to the Revdex.com that his main objective is to notify the public of his complaint with my business. My business has a solid, respectable reputation and never has had one complaint filed against us from anyone formerly, legally, personally or through the Revdex.com. The incident with Mr*** is an isolated situation that I do not believe warrants a public announcement. The facts are as I understand it: We were not able to deliver his recliner on the day he preferred. We offered to deliver it the very next day or another date. Because of his dissatisfaction with a delivery date he then requested a refund. Our return policy was then explained that we do not refund special ordersHis chair had been ordered and then shipped in just as he requested, we simply could not deliver that exact day. MrMay's was not willing to work with us in any capacity and chose to load it on his own truck. We simply do not encounter issues of this nature and in general feel strongly that we have excellent relations with our customers As we know now, Mr*** since decided to contact you, the Revdex.com to voice his complaint. Please let me know if I can provide any further information or assist in anyway to resolve all issues Kindest Regards, *** ***

Complaint: [redacted]
I am rejecting this response because:Please see attached word document. I was not able to past the field provided, there were formatting issues. Please let me know if the word doc does not come through. 
Sincerely,
[redacted]

Dear [redacted] and Revdex.com,   Hi [redacted],  my name is [redacted], owner of Galleria Furniture in Lawton.  I tried to reply on the Revdex.com website but unfortunately your website was experiencing temporary technical troubles.  I received a letter from you stating you had previously...

sent me a letter of complaint. Please make note that the letter I received today is the first letter I have ever received from you in regards to [redacted].       Immediately after reading your letter I called Mr. [redacted] with intent to resolve any problems or concerns that he had.  Unfortunately, Mr. [redacted] made it clear to me that there wasn't anything for me to resolve.  He told me he has full intentions to proceed with his complaint to Fort Sill and you as well.  From what I understand Mr. [redacted]'s main issue with Galleria is he claims he was told he would receive delivery on a certain date and when it came time for us to actually schedule his delivery it was not the same date he was told.    Our store policy is very simple.  We order all sold items to ship in either from our main warehouse in Oklahoma City or certain special order items from Dallas, Texas.  Mr. May's item was ordered to ship in from Dallas, Texas.  Once an item arrives then we call the customer to schedule a delivery or make pick up arrangements.  Unfortunately we are unable to guarantee an exact day or time when merchandise arrives so because of that limitation we do not guarantee or schedule an exact delivery or pick up date.  We inform our customers of an approximate date and do our very best to accommodate everyone.  Mr. [redacted] recliner actually arrived earlier than we anticipated.  However, our delivery schedule was completely full and unfortunately we did not have an availability on his desired date.  I would also like to inform you that our delivery policy is that we charge $40 minimum delivery fee for any purchase under $1,000.  However, because Mr. [redacted] is military we offered him free delivery as our way of expressing appreciation for his service.  From my conversation with Mr. [redacted] I gather he was upset and expressed his desire for a refund.  At that time our policy on all sales was explained to him and instead of waiting for us to deliver to him he chose to pick up his recliner himself that same day.  Today when I spoke to Mr. [redacted] he never once mentioned any mechanical problems with his recliner.  I offered my personal apology on behalf of Galleria for the disappointment of the delivery issue and asked him if there was anything more I could do to resolve any issue he had with Galleria.  It was then that he informed me he simply wanted to make a formal complaint to Fort Sill and the Revdex.com to warn the public about how Galleria operates.    Galleria has been established in Lawton almost three years. We have never had any complaints filed against us with the Revdex.com.  We do our very best to extend impeccable service to all of our customers and we gladly extend the same professional service to Mr. [redacted].  It makes it more challenging to make amends when the issue at hand is service related but regardless I want to once again graciously extend a sincere apology that we were not able to deliver his recliner on a certain date.  To compensate for any inconvenience I will offer Mr. [redacted] a 10% discount on any item in our store that is not already a marked discounted item.  In addition I will once again extend free delivery and set up as well.  Mr. [redacted] is a valuable customer to Galleria and we hope to resolve any and all issues between him.   I have attached a copy of the original sales ticket for your convenience (front and back copy).  Please notice that no where on the ticket will you see any documentation on a confirmed delivery date.  Please let me know if I can be of further assistance.    Kindest Regards, [redacted]