Louisville Furniture

Revdex.com: I have reviewed the response made by the business in reference to [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below [redacted] Regards, [redacted] [redacted] is confusedI ordered my furniture Dec4th There was never any talk of furniture plants closing The furniture came in weeks later The problem was the sectional had the wrong fabric and the wrong model chair No accent pillows and no rug! I had to go in person several times to the store since no one would accommodate me on the phone I was told that the accent pillow fabric was discontinued however, in weeks, no one realized that When I went back to re-order the new pillow fabric, I was only able to choose from one book! ONE BOOK! Of ugly fabrics This was ironic since flex steel advertises that you can choose from hundreds of facbrics when ordering from them! [redacted] excuse was that all his fabrics were discontinued [redacted] has lied many times in his response When he says that my sectional came in a week after the [redacted] l rep verified that the fabric was wrong, that was a lie! I ordered my furniture on December 4, I didn't get the correct pieces until April 26, All the while, [redacted] was refusing to answer my calls, respond to my e-mails, or just give me decent customer service! That hardly sounds 'fair' to me [redacted] [redacted] [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution would be satisfactory to me I will wait for the business to perform this action and, if it does, will consider this complaint resolved Regards, [redacted] Yes, repair is satisfactoryBut business is negligent in its customer serviceIn the months it took to repair, as the customer I was the one who had to continually follow up on statusFinally, a new employee took charge in responding in the last month

Here are the facts of the disputed sale for [redacted] On September 30, 2017, Ms [redacted] and her husband came into our store to look for furniture They were waited on by [redacted] , our best sales person After an hour or two of looking at different options, they decided to buy a reclining sofa and loveseat from stock and to order two other recliners from [redacted] They wanted to finance the purchase, so we had them fill out an application online in the store and they were approved When we finalized the sale, we asked them if they wanted to have the sofa and loveseat delivered now and they said they would rather wait until all the furniture was here and have it all delivered at once We were fine with that and marked the sofa and loveseat sold with their names on it on our sales floor We ordered their recliners on the following Monday When we funded the sale, we told the ***” that they would have a payment before their recliners would be in as it is a minimum of weeks for all special orders They say that we told them they would not have a payment until it all came in We NEVER tell a customer that All our special orders require at least 50% down payment, so no one can special order in our store without having paid at least 50% of the ticket before anything is ordered Also, since most of the dollar amount of their order was in stock merchandise, they had access to the sofa and loveseat immediately but chose to wait until their recliners came in We took these two items out of our inventory and they were marked sold to the *** The two recliners came in November 30, and we called them within hours to let them know their recliners were in and to schedule delivery This is when they told us that delivery was included in the price and that they wouldn’t pay for it [redacted] called them and told them that we were sorry if they thought that, but our paperwork and the sales invoice they signed clearly states that delivery is not included unless noted on the invoice As you can see from the copy of the sales invoice, they did not pay for delivery We use a third party to delivery our orders, so we must pay them for any delivery they do Most of the time, the customer pays the delivery company directly upon delivery This also would have been conveyed to the ***’ at the time of sale Mr [redacted] was who [redacted] had spoken with and he said he would have to talk to his wife and get back to us The next day, Mrs [redacted] called the store and spoke with [redacted] who handles customer service [redacted] explained to her that they had not paid for delivery and that their account with [redacted] would have to be paid They had chosen not to make the first payment as their recliners weren’t in even though their sofa and loveseat were in stock and could have been picked up or delivered anytime between the day they bought them and when their recliners came in Mrs [redacted] told [redacted] that she wanted to cancel the sofa and loveseat and just take the recliners now He explained to her that all sales are final and that we wouldn’t refund her money on the sofa and recliner [redacted] also told her that special orders are non-cancellable as well All of which is clearly stated on the front of the invoice She did not like our answer and became belligerent She said that the sofa and loveseat were not special orders and she wanted to cancel them [redacted] was professional with her on the phone but held firm to our policy and the terms of the sale that she signed for She then asked that the owner call her Mr [redacted] , the owner, called her the next day and went over all the same information with her that [redacted] had the day before She was still adamant that she wanted to cancel the sofa and loveseat as they weren’t special orders Mr [redacted] explained to her again that all sales are final, and we wouldn’t do that He also explained to her that the sofa and loveseat she had purchased were good seller, so we had order in a new pair of them for our inventory We had told them when we first called them to set up a delivery time, that we were going to bring them a brand-new set of sofa and loveseat, not the floor models, for the same price Mrs [redacted] still did not want to hear any of this Mr [redacted] asked her what we had done wrong that she felt this way and her comment was “that [redacted] and [redacted] had lied to her and she didn’t want to do business with a store that lied” She did also state that she loved the furniture and was looking forward to having it in her home At this point, Mr [redacted] offered to deliver the furniture free of charge to make amends for the mis-understanding they had about delivery charges [redacted] had offered them the same thing the day before At this point she told Mr [redacted] that unless he let her have her money back, that she was going to sue the store, trash the store online and dispute the charges with [redacted] At the advice of counsel, once a customer threatens a lawsuit, we discontinue talking to that customer Mr [redacted] told Mrs [redacted] that if she wanted to sue, that he couldn’t talk to her anymore He asked her then if that is what she wanted to do She said yes, and Mr [redacted] hung up the phoneThis customer is totally out of line We did everything we told them we would do They expect to get their money back even though we have held inventory for them for weeks and ordered custom chairs in for them They also think they don’t have to pay for their purchases even though it was explained to them at the time of sale We will delivery it free for them once they give us a time to do that We did nothing wrong andMrs [redacted] needs to have her furniture deliveredTell us why here

We appreciate the business that [redacted] gave to our company and are sorry she feels this way.When she first got her custom made sofa, it was early in December Most furniture plants close down weeks for the holidays so her order was delayed by this amount She was not happy with this delay I told her that it was beyond our control but would try to do something for her once the order came in It was delivered weeks after she ordered it Once it was delivered, she contacted us and told us about her fabrics not matching We had never had such a problem with [redacted] l products before and asked that she bring the two different fabrics in for inspection When she did, it did appear that there was some form of mismatch I told her than that I would have to have a [redacted] l representative come in and do an inspection as well Once he did this, he agreed that there was a problem and told me he would order her a new sectional, which he did.The lead time on any custom piece from [redacted] l is 6-weeks When [redacted] called in to check on her new order, I could not find it in our system That is when I told her there must have been a computer error The reality was that when the [redacted] l representative placed the reorder for us, it did not show on our order logs It had been ordered and actually came in a week after she called in.Once it came in, we delivered her the replacement sofa at no charge and picked up the mis-matched one We also gave her a matching ottoman free of charge for her trouble($value)I believe we were more than fair with her regarding this matter Unfortunately, these things take time to be resolved She was never without the furniture and now has a set that should last her many, many years

We appreciate Ms***’s patience regarding her sofa repair and wanted to get it repaired as quickly as possible for her
We had to wait for fabric to come in and unfortunately it was delayed from the West Coast dock strike this spring. As soon as the fabric was received from the mfgwe
had a technician go out to her home and replace The issue is resolved
Sincerely,
*** ***

Here are the facts of the disputed sale for [redacted] 1.       On September 30, 2017, Ms. [redacted] and her husband came into our store to look for furniture.  They were waited on by [redacted], our best sales person.  After an hour or two of looking at...

different options, they decided to buy a reclining sofa and loveseat from stock and to order two other recliners from [redacted].  They wanted to finance the purchase, so we had them fill out an application online in the store and they were approved.  When we finalized the sale, we asked them if they wanted to have the sofa and loveseat delivered now and they said they would rather wait until all the furniture was here and have it all delivered at once.  We were fine with that and marked the sofa and loveseat sold with their names on it on our sales floor.  We ordered their recliners on the following Monday. 2.       When we funded the sale, we told the [redacted]” that they would have a payment before their recliners would be in as it is a minimum of 6 weeks for all special orders.  They say that we told them they would not have a payment until it all came in.  We NEVER tell a customer that.  All our special orders require at least 50% down payment, so no one can special order in our store without having paid at least 50% of the ticket before anything is ordered.  Also, since most of the dollar amount of their order was in stock merchandise, they had access to the sofa and loveseat immediately but chose to wait until their recliners came in.  We took these two items out of our inventory and they were marked sold to the [redacted]. 3.       The two recliners came in November 30, 2017 and we called them within 24 hours to let them know their recliners were in and to schedule delivery.  This is when they told us that delivery was included in the price and that they wouldn’t pay for it.  [redacted] called them and told them that we were sorry if they thought that, but our paperwork and the sales invoice they signed clearly states that delivery is not included unless noted on the invoice.  As you can see from the copy of the sales invoice, they did not pay for delivery.  We use a third party to delivery our orders, so we must pay them for any delivery they do.  Most of the time, the customer pays the delivery company directly upon delivery.  This also would have been conveyed to the [redacted]’ at the time of sale.  Mr. [redacted] was who [redacted] had spoken with and he said he would have to talk to his wife and get back to us. 4.       The next day, Mrs. [redacted] called the store and spoke with [redacted] who handles customer service.  [redacted] explained to her that they had not paid for delivery and that their account with [redacted] would have to be paid.  They had chosen not to make the first payment as their recliners weren’t in even though their sofa and loveseat were in stock and could have been picked up or delivered anytime between the day they bought them and when their recliners came in.  Mrs. [redacted] told [redacted] that she wanted to cancel the sofa and loveseat and just take the recliners now.  He explained to her that all sales are final and that we wouldn’t refund her money on the sofa and recliner.  [redacted] also told her that special orders are non-cancellable as well.  All of which is clearly stated on the front of the invoice.  She did not like our answer and became belligerent.  She said that the sofa and loveseat were not special orders and she wanted to cancel them.  [redacted] was professional with her on the phone but held firm to our policy and the terms of the sale that she signed for.  She then asked that the owner call her. 5.       Mr. [redacted], the owner, called her the next day and went over all the same information with her that [redacted] had the day before.  She was still adamant that she wanted to cancel the sofa and loveseat as they weren’t special orders.  Mr. [redacted] explained to her again that all sales are final, and we wouldn’t do that.  He also explained to her that the sofa and loveseat she had purchased were good seller, so we had order in a new pair of them for our inventory.  We had told them when we first called them to set up a delivery time, that we were going to bring them a brand-new set of sofa and loveseat, not the floor models, for the same price.  Mrs. [redacted] still did not want to hear any of this.  Mr. [redacted] asked her what we had done wrong that she felt this way and her comment was “that [redacted] and [redacted] had lied to her and she didn’t want to do business with a store that lied” She did also state that she loved the furniture and was looking forward to having it in her home.  At this point, Mr. [redacted] offered to deliver the furniture free of charge to make amends for the mis-understanding they had about delivery charges.  [redacted] had offered them the same thing the day before.  At this point she told Mr. [redacted] that unless he let her have her money back, that she was going to sue the store, trash the store online and dispute the charges with [redacted].  At the advice of counsel, once a customer threatens a lawsuit, we discontinue talking to that customer.  Mr. [redacted] told Mrs. [redacted] that if she wanted to sue, that he couldn’t talk to her anymore.  He asked her then if that is what she wanted to do.  She said yes, and Mr. [redacted] hung up the phone. This customer is totally out of line.  We did everything we told them we would do.  They expect to get their money back even though we have held inventory for them for 8 weeks and ordered custom chairs in for them.  They also think they don’t have to pay for their purchases even though it was explained to them at the time of sale.  We will delivery it free for them once they give us a time to do that.  We did nothing wrong andMrs. [redacted] needs to have her furniture delivered. Tell us why here...

Revdex.com:
I have reviewed the response made by the business in reference to [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[redacted]
Regards,
[redacted]   [redacted] is confused. I ordered my furniture Dec. 4th.  There was never any talk of furniture plants closing.  The furniture came in 8 weeks later.  The problem was the sectional had the wrong fabric and the wrong model chair.  No accent pillows and no rug!  I had to go in person several times to the store since no one would accommodate me on the phone.     I was told that the accent pillow fabric was discontinued however, in 8 weeks, no one realized that.  When I went back to re-order the new pillow fabric, I was only able to choose from one book!  ONE BOOK!  Of ugly fabrics.  This was ironic since flex steel advertises that you can choose from hundreds of facbrics when ordering from them!  [redacted] excuse was that all his fabrics were discontinued.       [redacted] has lied many times in his response.  When he says that my sectional came in a week after the [redacted]l rep verified that the fabric was wrong, that was a lie!  I ordered my furniture on December 4, 2016.  I didn't get the correct pieces until April 26, 2017.  All the while, [redacted] was refusing to answer my calls, respond to my e-mails, or just give me decent customer service!  That hardly sounds 'fair' to me.       [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]
 
 
 Yes, repair is satisfactory. But business is negligent in its customer service. In the 6 months it took to repair, as the customer I was the one who had to continually follow up on status. Finally, a new employee took charge in responding in the last month.

We appreciate the business that [redacted] gave to our company and are sorry she feels this way.When she first got her custom made sofa, it was early in December 2016.  Most furniture plants close down 2 weeks for the holidays so her order was delayed by this amount.  She was not...

happy with this delay.  I told her that it was beyond our control but would try to do something for her once the order came in.  It was delivered 9 weeks after she ordered it.  Once it was delivered,  she contacted us and told us about her fabrics not matching.  We had never had such a problem with [redacted]l products before and asked that she bring the two different fabrics in for inspection.  When she did, it did appear that there was some form of mismatch.  I told her than that I would have to have a [redacted]l representative come in and do an inspection as well.  Once he did this, he agreed that there was a problem and told me he would order her a new sectional, which he did.The lead time on any custom piece from [redacted]l is 6-8 weeks.  When [redacted] called in to check on her new order, I could not find it in our system.  That is when I told her there must have been a computer error.  The reality was that when the [redacted]l representative placed the reorder for us, it did not show on our order logs.  It had been ordered and actually came in a week after she called in.Once it came in, we delivered her the replacement sofa at no charge and picked up the mis-matched one.  We also gave her a matching ottoman free of charge for her trouble. ($350 value)I believe we were more than fair with her regarding this matter.  Unfortunately, these things take time to be resolved.  She was never without the furniture and now has a set that should last her many, many years.