Luther Appliance & Furniture Sales, Inc.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:A cease and desist letter was sent in July and was not abided by. Representatives were also told to stop calling yet continued to do so. Please see attached a few of the screenshots of their recent communication through voicemails and texts. These are just a FEW. There are daily attempts from various representatives at Luther Sales through emails, texts, and voicemails. 
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Review: I made a purchase from this company and they are payroll deducting payments...So they pretty much have the advantage.The orginal contract that is not correct because some of the items has been returned.I have been inquiring about the correct payment amount since Dec 2012.I haven't been given a new contract on my purchase and the totals are not correct.I've been calling the manager [redacted] and he told me that he would give me a pay-out total later.I was under the impression that duke employees receive a 25% discount if payed in 12 months.They are taken the 25% off total and interest.I was under the impression that it was off the total and with taxes included if payed in 12 months for Duke Employees.The interest on the first contract is for 36 months.They are still trying to charge me interest for the full 36 months.They are ripping customers off,.Desired Settlement: New contract and Discount on the correct price not on interest.

Business

Response:

RE: ID [redacted]

On November **, 2012, [redacted] signed a Customer Order Form for the purchase of furniture. She is financing the purchase through Luther Sales. [redacted] has 2 options;

1. Make bi-weekly payments for the life of the payment contract which is 36 months at which point she would be paid in full. Under this option she will incur interest.

2. Take advantage of our 1 year 25% discount interest free offer. By paying the account in full at the discounted rate within 12 months of delivery, all interest would be waived.

[redacted] returned 2 tables as they would not fit in her house. Her account balance was adjusted to account for the returned product. We do not give new contracts in these situations.

[redacted] was sent a copy of her signed agreement along with her payment history which reflects the adjustment for the tables and balances under each option.

I told [redacted] to let me know if she had any further questions once she received the documents. She has not attempted to contact me since.

Operations Manager

Luther Sales

###-###-####

Fax ###-###-####

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because

This company mislead me on the interest rates and employee discount.Also I didn't sign anything stating payments had to be payroll deducted.I just want to warn all new customer to beware of this company and rates.They will truly not be in business for long.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Review: I purchased a Samsung 55" LED HDTV in February 2013 to take advantage of a promotional discount offer not knowing if there was to be a similar or better offer after my March **, 2014 move date. The TV was delivered 02/**/2014 and remained unopened until 03/**/2014. When opened the TV was found to be defective. Luther Sales verbally indicated on 03/**/2014 that I should have opened the box upon delivery and not waited a month to do so regardless of the reason. The sales representative sent the following electronic message regarding my complaint on 03/**/2014:

[redacted], they got back to me and informed me there is nothing that can do since the package was delivered over 5 weeks ago.Desired Settlement: Adjust my bill and assist with the scheduling of shipment back to Luther Sales

Business

Response:

[redacted],

Please see LutherSales policy outline below (also attached). Unfortunately, this customer accepted and signed for delivery of the t.v. in February, but did not notify us until a month later that the t.v. was defective. Our customers are informed to check the merchandise when signing for delivery.

Thank you.

What is your return policy?

Luther's return policy varies based on the product category of your purchase. Detailed below are our policies related to returns, exchanges, service, etc... for each category

Furniture and bedding can only be returned for a refund if it is refused upon delivery. Customers are entitled to a complete inspection on delivery and reserve the right to refuse the merchandise if they are disappointed in their selection for a full cash refund. Any claims made after merchandise has been signed for will be handled through a Luther contracted service technician. All merchandise that can be repaired and serviced will be handled in such manner. Exchanges will be made only at the discretion of the Luther service technician and Luther Appliance & Furniture Sales, Inc.

Major Household Appliances can only be returned for a refund if it is refused upon delivery. Absolutely no returns will be accepted after the goods have been signed for at the customer's location/home. All major appliances are covered by a 1-year factory warranty and thus the customer is entitled to service. Only the manufacturer can authorize an exchange if they determine that the merchandise was shipped dead on arrival, otherwise a factory service technician will be dispatched to your home for service.

TV's 40" and larger can only be returned for a refund if it is refused upon delivery. Absolutely no returns will be accepted after the goods have been signed for at the customer's location/home. Any claims made after delivery will be handled by a factory service technician. Only the manufacturer can authorize an exchange if they determine that the merchandise was shipped dead on arrival.

Computers and any other items shipped by UPS can only be returned with an authorized return authorization number provided by an authorized Luther Appliance & Furniture Sales, Inc. employee. The manufacturer at its discretion may require that an authorized service technician verify your claim before authorizing the return. Any claims made after 3-business days require service. Absolutely no refunds will be provided for claims made after 3-business days from receipt of merchandise. Claims made after 3-days are subject to service only and where the factory decides an even exchange may be provided. Items cannot be used, must be returned in mint resalable condition and contain all original packaging and documentation intact.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

No one informed the individual who accepted delivery to check the merchandise. In addition, the merchandise was brought into the residence by one person not taking any precaution or use of any equipment or assistance of the other delivery representative. The manufacturer states on the packaging to use two people to move the merchandise.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

Thank you for getting back to our response.

To further clarify, [redacted] signed a customer order form agreement and on that

agreement are terms and conditions the customer is asked to review prior to

signing the agreement. It states “Customers should inspect all products

carefully before signing delivery receipt” and “to obtain a refund, you must

notify LutherSales within 72 hours of delivery and merchandise must be returned

in good condition in its original package.” Unfortunately we were not

notified of any problem with the delivery until a month later.

Please see attached sales order.

Thank you.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

No matter if I had opened the merchandise upon delivery or a month later, the business states that the merchandise must be returned in good condition. The merchandise is not and was not delivered in this state, and by this statement and policy of the company, they never intended to exchange and/or return any merchandise that is defective. Additionally, the company obviously contracts with vendors who clearly do not follow the company policies and practices as well as the merchandise manufacturer recommendations for transporting the merchandise. No other mention by the company has been made after it was reiterated that upon receipt of the merchandise, the customer is told to completely inspect the purchase. In addition to not being told this, the contracted delivery vendor did not transport the merchandise according to manufacturer specifications by using two individuals.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Review: I ordered furniture a Sofa and chair from this company on 05/**/2013 with Sales [redacted] and the I was advised by the company that after the first payment was deducted from my payroll that the other was would be placed. The first payment was taken via payroll deduction on 6/**/2013 and the company advised that the order was placed and set on 6/**/2013 via conversation with [redacted]. The contract advised that delivery of the furniture would take 4-6 weeks from the order date of 6/**/2013 which should have been 8/*/2013 on 07/**/2013 I contacted [redacted] via email and she responded to my email on 8/* see below:

From: [redacted] [[redacted]]

Sent: Monday, August **, 2013 5:11 PM

To: [redacted], [redacted]

Subject: RE: LUTHERSALES ORDER RESPONSE

[redacted],

Sorry for the delay in getting back with you regarding your order.

The furniture should arrive in your delivery area next week.

At that time you should receive a phone call from them, to set-up a delivery time.

If you have any questions, feel free to call or email me.

Thanks,

[redacted]LutherSales

###-###-####

###-###-####- Cell #

###-###-####- Fax#

Now I called again this morning and spoke with [redacted] and [redacted] and also on today 8/**/13 and was advised that the order goes to a third party freight company that delieved the furniture to Luther's warehouse and then it was rejected and sent somewhere else . As of today I only know the furniture was enroute . I have tried also today to reach the [redacted] a guy named [redacted] at Ext [redacted] and he has not returned any of the 2 calls I have attempted. Also the [redacted] mentioned that there may be a restock fee if I cancel the order , how can there be a restock fee on items that I never recieved and error that I as the consumer had no control over.Desired Settlement: I would like the $645.31 refuned in full and the order cancelled and all relationship servered.

Business

Response:

Customer cancelled order and her refund was mailed on 8/**/2013, check #[redacted] in the amount of $645.31

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: For over a year I have been paying $75 every 2 weeks directly from my payroll to a pnc account number that Luthersales provided to me. About 9 months ago or so I noticed that on my invoices it started saying returned check for several of my payments. I contacted the company in reference to this and was told it was an error. Several months after that I called again and spoke with junanita S[redacted] in the finance department and was advised to contact pnc. After explaining that I can't contact their bank on their behalf I call pnc anyway and was told exactly what I expected. I have no rights to the account and can not get any information on it. On top of that they were unable to find the account. On August [redacted] 2015 I was contacted by a manager from Luthersales saying $600 was missing and that again I need to contact pnc to find it. Luthersales refuses to contact their bank and acts as if they have nothing to do with what's going on. After spending several minutes on the phone with him I ca PNC back and agin was unsuccessful on getting any help. And again was told their account numbers are only 10 digits long and what I gave them was invalid. At this point someone from Luthersales in charge of their financial information needs to contact pnc to get to the bottom of this issues. This has been an ongoing problem. The money comes out of my pay every two weeks for over a year. Both jobs that I have say no money has come back. WHERE IS MY MONEY?????Desired Settlement: Luthersales should contact their bank PNC to start an investigation to find funds that have been coming directly out of my payroll into the account number that they have supplied to be to me. Find all funds and credit them to my account.

Business

Response:

[redacted]

Dear [redacted]:We are in receipt of your email dated August **, 2015, advising us of [redacted]’s complaint. Please be advised that this a current matter brought to our attention by the Revdex.com and we appreciate your reaching out to us. [redacted]’s payments are processed through ACH arrangements with her employer and PNC Bank. Approximately one year ago, her employer debited our account at PNC bank withunauthorized transactions using her credentials. We contacted [redacted] at that time and asked her to contact her employer. Subsequent to our identifying the unauthorized debits, [redacted] changed employers and accordingly, she could not assist in reconciling these unauthorized transactions with her former employer. All money that was credited to our bank account in her name has been properly applied to her account with Luther. Luther has contacted her former employer requesting restitution. We have advised [redacted] her account has been, andcurrently is, in good standing”.If you have any further questions or are in need of clarification of any such matter, please don’t hesitate to reach out to us.Sincerely,Cathie R[redacted]Operations ManagerLutherSales Furniture & AppliancesPhone: ###-###-####, Ext. [redacted]

Review: The company owes me a refund for an overpayment. The company acknowledges that they owe me a refund however we are at a disagreement on the amount of the refund. I have contacted the company 4 times by phone and 3 times in writing for requesting that they reconcile my account by simply taking the beginning balance and adding up all of the payments I made towards to account to determine the accurate amount of the refund. Each time I have contacted the company I have been been given the run around, transferred to other employees, promised that they would "research" my account and "call me back" which of course never happens.Desired Settlement: Immediate payment of FULL refund owed.

Business

Response:

[redacted]New York Revdex.comRE: Account #[redacted] - [redacted]We are in receipt of your email dated Monday, May **, 2015, advising us of [redacted] complaint as it pertains to her refund in question. Please be advised that this a current matter brought to our attention by the Revdex.com and we appreciate your reaching out to us. As a company, we pride ourselves in resolving all matters to the customer’s complete satisfaction. Our [redacted], [redacted], has been actively working closely with [redacted] to resolve this matter. [redacted] had a one year interest FREE loan with a 25% discount. She just paid the account off within the last 30 days and the refund had to be calculated due to the discount and interest FREE component. There was no discrepancy with the refund due. However, our system does not allow us to calculate automatically and, therefore, it is calculated manually after all payments are posted. As of today, we are still in contact with [redacted] and was quite surprised to receive this complaint. As a follow-up yesterday, [redacted], spoke with [redacted] and advised her that the refund is to be mailed out by the end of this week.If you have any further questions or are in need of clarification of any such matter, please don’t hesitate to reach out to us. Sincerely,

Review: Numureous problems from the beginning of our order with this company. I ordered a sofa and a chair. The order took a very long time to reach us, with payments being taken out (this is a payroll deduction) when we never even had posession of our furniture. Once it did arrive, we have now noticed the horrible quality of the sofa. We have had to repair it ourselves numerous times. It is very cheaply made. I have been repeatedly asking why I never receive statements in the mail. They have stated they get mailed monthly but I have only received 1 or 2 of them. They do not have online access for statements and it is a HUGE hassell having to email to get our balance. We paid over $3,000 for this furniture and have had nothing but troubles from the beginning. I am asking for our remaining contract to be voided given the fact that our sofa is virtually unuseable because of it continuously falling apart, the hassle we had with having to wait for it to arrive and the horrendous customer service.Desired Settlement: We would like the remainder of our contract voided given the continued problems. We are happy to return the furniture if need be on their expense and eat the cost of what we have already paid.

Business

Response:

October *, 2015 Complaint ID: [redacted]

[redacted]To whom it may concern:Thank you for your email dated Tuesday, October *, 2015, advising us of [redacted] complaint. This a current matter brought to our attention by the Revdex.com and we appreciate your reaching out to us. As a company, we pride ourselves in resolving all matters to the customer’s complete satisfaction. Please be advised that our Sales Account Manager, Mr. Kenton C[redacted], had been in contact with [redacted] during the timeframe she received her furniture back in March 2015 to present. However, he, and our Service & Repairs Department, had not been apprised of any furniture damage. The discussion Mr. C[redacted] did have with [redacted] at that time is her comment to him that she had not received her statements and requested they be sent. Mr. C[redacted] immediately assisted [redacted] to provide her with the proper documentation. Additionally, we verified with our accounting department to ensure that the proper steps were put in place to ensure [redacted] receives her statements in a timely manner.As you will see by the attached Proof of Delivery, the furniture had been signed for by [redacted], with comment noting “good.” There is no mention of any damage issue or poor service received. Up until today, we were never contacted to set up a service, repair request. Only today, [redacted] contacted Mr. C[redacted] stating that she was unhappy with her furniture purchase, the service she received to repair her furniture, and that she was going to contact the Revdex.com. She requested for the remainder of the contract to be voided. Mr. C[redacted] brought this matter forward to my attention and we researched it further. We found out as stated above, we received a Proof of Delivery signed for and noting furniture received and in good condition. Mr. C[redacted] then contacted [redacted], via email, to reiterate same and advise her we have no record here at all that she received service by our organization. Should we had been apprised of any issue for repair, a tech would have automatically been dispatched and service provided, scheduled at a mutually agreed upon time convenient for the customer. [redacted] in an email back responded, “[redacted].” Our Contract (Customer Order Form) reads the following: “[redacted]. [redacted]” The Proof of Delivery was checked off by [redacted] that the product was inspected, shipment in good order and condition, product assembled, product left in good condition, and two people were present during delivery. Also, during the confirmation process, our confirmations representative reviews policies and procedures. Covered under warranty, our policy and commitment to our customers is to provide service and repair for any damages received during the time of delivery throughout the lifetime of their loanwith us (we finance all of our customers’ purchases.) In cases of abuse (as determined by an independent professional furniture technician); the warranty is null and void.Mr. C[redacted] has requested pictures be sent for our reference and review, which [redacted] agreed to. Mr. C[redacted] will be following-up to ensure we receive pictures so we can thoroughly review the damage issues in question and move forward to complete satisfaction. If you have any further questions or are in need of clarification of any such matter, please don’t hesitate to reach out to us.Sincerely,Cathie R[redacted]Operations MangerLutherSales Furniture & AppliancesPhone: ###-###-####, Ext. [redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

When the furniture was initially received, it was in new condition and the furniture accepted. The comment "good" on the shipping document is to reference the delivery personnel--that they did perform their duties "good".The furniture is extremely indurable and should not have broken that easily. It is also very uncomfortable. I have documents proving that there is a warranty provided with the furniture at all. The fact that we had to wait a very long time for our furniture to be delivered is very irritating to start with--I had made several payments prior to the furniture even being delivered. Then to end up with furniture that breaks down right away is just not acceptable.We were never given an actual "contract" . There is a bill of sale but in our opinion is not a contract at all.We would like our contract voided, given the extreme issues we have had, the poor quality of the furniture and the hassle we have had getting our invoices in a timely manner.We are happy to return the furniture (at the company's expense) and accept what we have already paid as a loss to us. [redacted]

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved

Please provide me with a copy of the contract signed and not the sales slip that shows the breakdown of what I purchased. I would like a copy of the contract indicating that it is a full and binding legal contract. I would also like a copy of the warranty indicating that the furniture is under warranty during the time I am making payments and the date that it was sent to me. With regards to that, I did request some kind of paperwork indicating how to care for the furniture (cleaning it, etc) and never received it. I am also requesting it.Upon receipt of a legally binding contract (not the order form), a copy of the warranty that was mailed to me along with the date it was mailed and a copy of the care instructions detailed to the furniture that was purchased by me, I will then move forward with looking at resolution of this.As far as me cancelling the service call, I did receive an email from the company. However, because of the nature and legalities of this, I am choosing to hold off on that portion for now. I have sent pictures, described in detail the damages so I do not think that a service call to justify and assess the damages is warranted. If this will be a service repair call, then this may be something I am willing to try.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

October **, 2015Complaint

ID: [redacted]

New York RevDex.comRE: [redacted]To whom it may concern:We

are responding back to [redacted] 2nd rejection to our original response

dated October *, 2015.We

are in receipt of the pictures [redacted] provided to us. However, for us to adequately

ensure proper service is provided to [redacted], we would need to dispatch a

technician to come into her home to thoroughly inspect the merchandise, assess,

and provide us with written documentation, along with pictures taken on

site. At that time, we thoroughly review

the technician’s recommendations to see what is needed to fulfill the service

request to the customer’s complete satisfaction.To

reiterate in our previous correspondence, [redacted] has signed a contract

(Credit application) and customer order form. Both documents have been reviewed by our legal counsel who have advised they are contractual, binding

agreements that define the terms of the agreement between [redacted] and acceptance

by the customer of those terms as related to their purchase. [redacted] has copies of both documents. Unfortunately, due to the Privacy Protection

Law, we cannot provide these documents as attachments. ATTACHED please find a copy of LutherSales Extended Furniture

Warranty. Coverage on furniture is good

for the life of the payment terms, provided customer’s account is paid current

(contract maximum of 3 years). As

mentioned in our previous correspondence; under warranty, our policy and

commitment to our customers is to provide service and repair for any damages

received during the time of delivery throughout the lifetime of their loan with

us (we finance all of our customers’ purchases.) In cases of abuse (as

determined by an independent professional furniture technician); the warranty

is null and void.We

are reaching out to the manufacturer to obtain a copy of their “care

Instructions” for the furniture [redacted] purchased. We will provide to [redacted] once in

receipt. We

would like to retain [redacted] business by making good on our commitment and

servicing her needs. If

you have any further questions or are in need of clarification of any such

matter, please don’t hesitate to reach out to us.Sincerely,Cathie R[redacted]Operations MangerLutherSales Furniture &

AppliancesPhone: ###-###-####, Ext.

Review: I work for a company that offer direct deposit for our purchase. I paid faithfully for 3 years until my husband had surgery. I stopped the payment with less than 1 thousand dollars left to take care of my household bills. I received emails and phone calls regarding payment. which was to be expected. Then, MONIQUE HANKINSON take it upon herself and contacted someone that worked at MUSC to get in touch with me. This person forward me the voice mail that was left by Monique and said I believe this is for you. This person is a supervisor and was NEVER given as a contact person for me! I was MAD!!!! I called Monique and requested that she NEVER contact anyone regarding my account SHE YELLED and said this person worked at MUSC so I called her to get in touch with you, I told her NEVER to do that again and low and behold the same person received another voice mail for Monique after I express how unprofessional that was. I have the voice mails but I would like for someone to review the message from 9/23/15 that we had when I asked her not to take it upon herself and contact someone that was not involved with me. Monique is RUDE and I don't want her to contact me ever again.Desired Settlement: I would like to see my case resolved without payment and removed from my credit report due to poor customer service and a violation of my privacy.

Business

Response:

October **, 2015[redacted]

[redacted] To whom it may concern:Thank you for your email dated Friday, October *, 2015, advising us of [redacted] complaint. This a current matter brought to our attention by the Better Bus[redacted]s Bureau and we appreciate your reaching out to us. As a company, we pride ourselves in resolving all matters to the customer’s complete satisfaction. Luther Appliance & Furniture Sales Inc. (“LS”) is an internet consumer products company that finances its own purchases through recurring fixed installment payments. If a LS customer is delinquent, LS contacts the customer. As part of that process, LS had tried unsuccessfully to speak with [redacted] to discuss her open account here with us. Our contact procedures include calling our customers at their place of residence, as well their place of employment, when not able to reach the customer at home. Our credit counselor, Monique, had left two messages with a co-worker to please have [redacted] return the call, without identifying the reason for the call.Please be advised that our Vice President of Sales, Mr. Eric G[redacted], Chief Financial Officer, Mr. Michael M[redacted], and myself, reached out to [redacted] on Friday October [redacted] 2015. [redacted]

[redacted] was not pleased that we attempted to leave messages with her co-worker and recorded the phone calls with Monique. In our conversation with [redacted], we asked her to please forward us the messages for our reference and review. I reviewed the recordings and found the messages placed by the collector were general calls with no mention that the call was for collection purposes, nor was any personal information discussed. The calls were simply asking to have [redacted] please call Monique at [redacted]. I apologized for the calls and getting herco-worker involved, reassuring her that this would never occur again. I explained to [redacted] that the credit counselor would be spoken to and that I would personally handle her accountfrom now on. [redacted] was satisfied with the actions that were going to take place and with how her account would be handled moving forward. If you have any further questions or are in need of clarification of any such matter, please don’t hesitate to reach out to us.Sincerely,Christopher L[redacted]Credit Counselor DirectorLuther Appliance & Furniture Sales Inc.Phone: ###-###-####, Ext. [redacted]

Review: I purchased a brand name bed/mattress from Luther Furniture and Appliances, for $2800 plus financing. It was to be paid for in bi-weekly payments of 75.00 for 26 months. The bed came a little after Christmas, it was a gift for my then eleven year-old. The bed was delivered, and set-up by the company. Six months later it collapses, and traps my child’s finger. For the first time I notice the materials the bed is made out of. The middle section of the bed is supported by a particle board beam. That beam is screwed into the cardboard backing of the foot storage, and the screws tore through the cardboard, and the beam cracked. This beam is the only thing supporting the mattress, and my child. I call the company to see, if the bed is still under warranty, and my options at that point. It's still under warranty, and they schedule an appointment for service. I go to Home Depot, and purchase ply-board to lie over the gapping hole. Three months later a Service Tech comes out (I needed a Saturday appointment), and takes pictures. I'm informed that, an order would be place to replace the broken parts (the cardboard backing, and particle board support beam). I call customer service, and spoke to [redacted]. I asked her, if I had any other options. I tried to explain to her the quality of this item is unacceptable, and replacing the parts wouldn’t be sufficient. The screws would just tear through the cardboard again. She asked me to take more pictures, for they can have a better ideal of the problem. I did just that, and received no response. I called back a few days later, and was rudely informed by her they would only replace the parts. What was the point of taking more pictures? I asked her to have the bed picked up. I'm now getting calls from management wanting another service person to come out, and take more pictures. They are telling me the first service person wasn’t able to inspect the bed. I was there, and he inspected the bed. He also told me my solution to the problem was better than the design of the bed. I watched him fill out his report. I feel like I’m getting the run a round, and they just want me to go away. I've checked around recently, and can purchase this bed for under $600. I still have a year and a half to pay on this defective bed. I feel like this company has completely ripped me off. I asked them to pick up their product, and they refuse. I’m stuck with it once it’s delivered, but they have a lifetime warranty. I told the sales person [redacted] I was purchasing this bed for my pre-teen daughter as the bed to carry her through her teenage years. The bed lasted six months. The company wants me to continue to pay for this death trap. I’m hoping you can stop this from happening from someone else.Desired Settlement: I would like a brand new replacement, or a full refund.

Business

Response:

if [redacted] contacts us, we will discuss with her the replacment of her bed. We are willing to replace with same model or a bed of equal value.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved. The company agreed to replace the bed with a new one.

Sincerely,

Review: I brought a patio set for my wife from the company in June, payments were set up as direct deposits from my paycheck at work, my job ended at my previous company and the payments did not come out automatically from my new job as they would only allow me one direct deposit account which of course I use for my actual paycheck to my bank account, I stated receiving call after call for 53.00 I then started receiving text messages which I asked them to stop sending to my phone yet they still continue to text my phone, I then received emails over and over, I had spoken to a rep already and they said they noted my account however I still got calls, texts, email over and over from other reps where either they do not read notes or they dont care and just want to keep calling, 12/**/15 I received calls and one person even called my fathers phone while I was at work and again text messaging I tried to make payment on their online site where I was told I could however it did not work had tried for days, I was now told it is not working that does not surprise me because the online account system has not worked since I have been a customer I cant view my account number, balance, or payments made I had to email back and fourth just to get my account number yet they ask you to give your bank info or sign a form allowing them to deduct money from your bank account without allowing you to see how much should be coming out or is left to pay, they do not communicate well at all internally and even after I made a payment with a rep later on my father got yet another phone call again it makes no sense at all horrible business I will never use them again but I want them to stop texting my phone and calling over and over when I have already spoken to someone , I have no way of knowing if they are documenting as they tell me or not or if they even have a working system as the online account system doesnt work.Desired Settlement: As a customer that pays money I request they fix the online account information so people can actually see their account balances, payments, and even amount of credit they have as you cant see any of this currently why have you create a log in and offer a my account function if you cant use it, I also want them to stop texting my phone and stop calling my family members as well especially after I had already spoken to someone already

Business

Response:

[redacted]

[redacted] Dear [redacted]: Thank you for your email dated Wednesday, December [redacted], advising us of [redacted]’s complaint. As a company, we pride ourselves in resolving all matters to the customer’s complete satisfaction. Luther Appliance & Furniture Sales Inc. (“LS”) is an internet consumer products company that finances its own purchases through recurring fixed installment payments. If an LS customer is delinquent, LS contacts the customer. As part of that process, LS had tried unsuccessfully to speak with [redacted] to discuss his open account here with us. Our contact procedures include calling our customers at their place of residence, as well their place of employment when not able to reach the customer at home, texting and emailing our customers. The customer’s frustration with viewing his account online for his balance and payments made could have been mitigated with a reply to the loan counselor who was contacting him, and we would have gladly mailed him an itemized payment history and updated statement. Additionally, our customer does get regular monthly statements as required by law. On December **, 2015, the customer did make a payment for $107.00, via credit card, to bring his account current and he has not been called since. We deeply value our customer’s relationship with LutherSales and are committed to providing her with the highest level of service simply because our customers deserve the very best – “World Class Customer Service.” Sincerely, Michael M[redacted] Director Luther Appliance & Furniture Sales, Inc. Email: [redacted] Tel: ###-###-#### Fax: ###-###-####

Review: I notified my sales rep [redacted] and [redacted] with handles repairs in November regarding my damaged furniture. I was told that my furniture would be replaced because it was still under warranty. I have tired for several works to get a status on the replacement furniture. [redacted] nor [redacted] have taken the time to respond to my emails or phone calls to give me a status on my replacement furniture. I called the customer service line on 2/**/15 and 2/**/15 and asked for information to cooperate office to make a complaint. I was hung up on once and transferred to a general voicemail the other time. I have very dissatisfied because my furniture is of poor quality and I have been waiting two months for replacement. Though I dont have replacement they are still taking out my payments. They dont follow up and I dont have any status updates on my furniture.Desired Settlement: I would like my replacement furniture expendiated, I someone above [redacted] and [redacted] to contact me and finally I want my account credited for the payments I have paid since November and not had satisfactory furniture.

Business

Response:

[redacted]

Dear [redacted]:We are in receipt of your email dated 2/**/15 and thank you for contacting us with [redacted]’s concern. As a company, we pride ourselves in resolving all matters to the customer’s complete satisfaction. Please be advised that this a current matter brought to our attention, in which our Customer Service Department and Sales Rep. have been taking care of over the past week to satisfythe customer’s request.[redacted] came to us stating that her dining room chairs delivered to her home in 2013 (originally delivered in good condition) had since been damaged. Since we guarantee our customers a warrantee for the lifetime of their loan, we honored that guarantee and sent a technician into her home to inspect the damage. The technician stated that in order for the chairs to be repaired, he would need to order specific parts. However over a year later since purchased, the chairs had since been discontinued with our vendor. Therefore, we offered the customer to replace the chairs (4 in total) free of charge. The replacement chairs are currently in transition to the delivery agent to be inspected before delivery. [redacted] also called back on a different day to inform us that her sofa was sinking in. We sent out another technician who informed us that the sofa had collapsed seat cores within the cushions. However, he did state that the sofa as a whole was in good standing condition. The sofa, too, now over a year later since purchased is now discontinued from the vendor. Therefore, we offered the customer to choose a new sectional and we would apply a $1,000 credit towards her balance. As of today, we are still in contact with [redacted] and was quite surprised to receive this complaint. Our Sales Rep., [redacted], is reaching out to [redacted] this morning to continue to remedy the situation. If you have any further questions or in need of clarification of any such matter, please don’t hesitate to reach out to us.Sincerely,[redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

This complaint was made prior to [redacted] contacting me. My issue was not with [redacted] or the level of services he provides. My issue was with not receiving proper feedback in regards to my replacement furniture. As with any complaint the organization should not be surprised if they arent meeting the needs of the customer. [redacted] and [redacted] are both working hard to resolve the issues at hand. Once I have the paperwork for the replacement furniture I will consider this matter resolved.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

[redacted]

[redacted]Dear [redacted]:We are in receipt of your email dated January [redacted], 2015, advising us that [redacted] replied back to the Revdex.com that our answer does not resolve her complaint. Pleasebe advised that this still an on-going customer service top priority matter, in which we are currently handling. [redacted] was offered to choose a new sectional and receive a $1,000 credit. As per my conversation with her retail sales representative this morning, [redacted], she agreed to the offer and we received a copy of her signed customer order form today. The new order is currently being confirmed and purchased. Delivery will take approximately 4-6 weeks to arrive to the customer’s home, which [redacted] had been fully made aware of.As of today, we are still in contact with [redacted] and it is our understanding that she will not dismiss the complaint until her sectional is delivered to her home, approvesand signs for delivery. We will be following this order closely to ensure [redacted]’s new sectional arrives to her home to complete satisfaction.If you have any further questions or are in need of clarification of any such matter, please don’t hesitate to reach out to us.Sincerely,[redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved. My willingness to consider this mattter resolved is not based upon their response to this complaint. It is however based on actions taken by [redacted] (The [redacted]) and my sales person [redacted] to ensure that I remain satisfied with the level of services I receive from the business. I have agreed to take the replacement furniture and will consider this matter resolved.

Sincerely,

Review: I ordered a sofa in February, 2015. When the couch finally arrived in April, it could not fit into the elevator. I spoke to Allan L[redacted] who attempted to find me another couch to replace the one that would not fit. I must say that he worked diligently to find me another couch and finally I agreed upon it. I waited on the second couch for over two month and then decided to cancel the order. All this time, I was paying on the new couch. When I decided to cancel the order, I was told that I would be charged a $450 restocking. I found out in September, 2015 that I was being assessed finance charge towards the $450 fee. I have talked to several customer services reps since September who consistently tell me they will need to speak with a manager and call me back. I feel this is unjust to pay interest on this restocking fee since it is not like I have furniture to show for it. This company makes a lot of money off the employees of my company and for them to attempt to rip me off by charging me finance charge for something that was totally out of my control (the couch could not fit into our elevator) is totally unfair.Desired Settlement: I want all finance charges removed from the restocking fee.

Business

Response:

[redacted]

Dear [redacted]:Thank

you for your email dated Friday, October **, 2015, advising us of [redacted]’s

complaint. As a company, we pride ourselves in resolving all matters to the

customer’s complete satisfaction. Prior

to receiving your email inquiry, [redacted], kindly completed an email exit

interview questionnaire, dated Sunday, October **, bringing this matter to our

attention. Upon thorough review of her

concerns, we found that [redacted] had agreed to pay a restocking fee in the

amount of $437.59, which she has paid in in full. The restocking fee was due to

incorrect dimensions provided to us by [redacted] and the customer’s Assistant

Property Manager. Unfortunately, the furniture

would not fit into her home. [redacted]

did reselect another furniture set, but due to the timing of the merchandise

being on back order, [redacted] did not want to wait and the order was

cancelled.The

adjustments have been made to [redacted]’s account and all finance charges have

been removed, except those directly attributed to her prior balance of $863.52. We offer our sincere apologies for any

inconvenience this has caused [redacted]. We deeply value our customer’s relationship with LutherSales and are

committed to providing her with the highest level of service simply because our

customers deserve the very best – “World Class Customer Service.” We welcome the opportunity to serve [redacted]

again in the very near future. If

you have any further questions or are in need of clarification of any such

matter, please don’t hesitate to reach out to us.Sincerely,Cathie R[redacted]Operations ManagerLuther Appliance &

Furniture Sales Inc.Phone: [redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: We ordered a sectional from this company, and they had it delivered from an independent delivery service. let me start by saying you do not want these guys in your house! They ripped a large hole in my flooring ,they scratched my walls ,and broke the threshold on my hard wood floor. they completely damaged my kitchen and only paid for half of the damage saying that was all their company would pay. They originally offered us only 300 what we received was 700 even though they received 2 estimates one for 1200 the other 1500 . their answer was they did not destroy all the flooring in my kitchen so they could not replace it. The flooring in my kitchen was a top grade linoleum. it was one big large piece. When they moved the other furniture in the kitchen they ripped a large hole in it and pulled it out from under the molding and they just wanted to splice a piece in I guess. that's not the way it was . I am very dissatisfied and I feel someone should pay me what the estimate was. I contacted Luther sales and the answer I received was "sir, we don't have any control over our delivery people". really? I believe you are the ones who hired them. I will never order anything else from Luther sales. oh and did I mention I paid three times what the sectional is worth and the delivery men would not even bring it in my house they said it wouldn't fit through the door however, me and a friend had no trouble getting it in my house after they left it in my front yard with rain coming!!Desired Settlement: I would like Luthersales to finish paying for the damages . We can't get our floor fixed for $700.

Business

Response:

July **, 2015[redacted] - [redacted] Revdex.com(ID# [redacted]) [redacted] - [redacted]Daytime Phone: ###-###-#### / E-mail: [redacted]Dear [redacted]:We are in receipt of your email dated Friday, July **, 2015, advising us of [redacted]’s complaint as it pertains to the damages he had received to his flooring when our contracted outsidedelivery agent attempted to place the furniture into his home. Please be advised that this a current matter brought to our attention by the Revdex.com and we appreciate your reaching out to us. When receiving proof of delivery from this customer, there were no notations of damages noted on the delivery receipt. Therefore, we were not made aware until the customer called in. He was advised at that time to put in a claim with the Delivery Agent, which he did. The Delivery Agent paid [redacted] $700.00. Our Retail Sales Representative, Bryon O[redacted], received a follow-up email from [redacted] stating he was not happy with the resolution and asked for the full amount of the repair, not justthe $700 he originally received direct from the delivery agent. Mr. O[redacted] brought this matter to upper management a few days prior to receiving your email and requested to meet withupper management to review the situation to see how we could come to a satisfactory resolution suitable for both [redacted] and LutherSales. We stand behind our service and while we cannot account for the damages done by our delivery agent, we take full responsibility. A refund check is currently being issued in the amount of $834.00, which will be mailed out on Friday, July [redacted]. Mr. Eric G[redacted] is still in contact with [redacted] and will continue to be in contact until the check is received by the customer. If you have any further questions or are in need of clarification of any such matter, please don’t hesitate to reach out to us. Sincerely, Cathie R[redacted]Operations MangerLutherSales Furniture & AppliancesPhone: ###-###-####, Ext. [redacted] /cjr

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: I have purchased a product from Luther Furniture and have paid the in full and in accordance with their contract. Luther Furniture continued to deduct from my payroll for an additional 2 months after the contract had been satisfied and have failed to refund my money. They owe me over $500 which I have yet to receive. I have contacted them several time about the issue and was told that a check was issued on 11/**/14, which I still have not received.Desired Settlement: I want my money now and do not want to have to wait another month to get it. I would prefer that they wire my money today and they pay the cost of having it wired.

Business

Response:

Overpayment refund due was $278.00 paid 12/*/14 with check # [redacted]. Only the customer can stop her payroll deductions. While being told several times in advance of building any credit balance the customer was delayed in stopping her payroll deduction which resulted in in a credit balance. This was refunded in full as soon as the customer stopped her payments as agreed.

Review: The Company has violated the FDCPA and has continued to contact me via telephone and email as well as my relatives after they were told to stop verbally and written. In June, I was laid off from my job after twelve and a half years therefore my payroll deducted payments to Luther Sales ceased. I explained all of this to several representatives. I had been a great customer and had been over paying every two weeks, therefore I was ahead on my balance owed. I tried to keep them updated and explain to them that I had been looking for work but was not able to find anything and when I did I had to get back on my feet. This was explained to several people. After being called daily, I told them to stop calling and sent a cease and desist letter on July [redacted], 2014. Since then, the calls have continued nearly every day. There have been text messages from various cell phone numbers of agents that represent Luther Sales contacting me about my "Past Due balance." (I have these for record, as well as the voicemails and phone records.) They have also continued to call my family even though they were told to stop. I have received emails from various representatives--some stating they were taking legal action, in which they have not. Several days later, another rep will send me an email saying they are "just reaching out to follow up..." These calls are not stopping and they continue to harass me over this small balance--violating my rights under the Fair Debt Collections Practice Act. I will pursue further action if they do not take the right course.Desired Settlement: Settlement of account

Business

Response:

[redacted]

[redacted]RE: [redacted], [redacted] / Daytime – Evening Phone: ###-###-#### / E-mail: [redacted]We are in receipt of your email dated 1/**/15 and thank you for contacting us with [redacted]’ concern. As a company, we pride ourselves in resolving all matters to the customer’s completesatisfaction. Please be advised that our company did not violate the CPLR, customer’s rights, or any other charge described in the above-referenced complaint. At no time were we advised verbally, or inwriting, to cease and desist contact. Our last conversation with [redacted] and [redacted], [redacted], was held on June **, 2014 via email [see attachment]. At that time [redacted] asked [redacted] if he could afford to pay $50 every two (2) weeks. [redacted] responded back, “no I cannot. I currently have no income. I lost my job after 12.5 years and currently have nothing coming in.” [redacted] responded to him, “please let me know when you can make a payment and I am here and willing to work with you regarding this matter.”Unfortunately, [redacted] defaulted on this arrangement. No other phone contact after this call had taken place. However, we have been trying unsuccessfully to speak with him to reinstate the arrangement agreed upon by both parties. The last payment of $75 was posted on June **, 2014, leaving him with a total balance of $424.40. We would appreciate this customer to contact us to make good on his agreement, by calling me at the phone # referenced below.As you can see by all of the events noted above, we tried our best to resolve this matter in a professional manner to successfully satisfy the customer.If you have any further questions or in need of clarification of any such matter, please don’t hesitate to reach out to us.Sincerely, [redacted]

[redacted]We would appreciate your verifying receipt of this email please - thank you!

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

Review: I have been trying since November **, 2015 when I placed my order to get a simple answer of will it be delivered before Christmas. I keep getting the run around and no one will answer me. I have contacted Customer Service and I have the same issue with them, I get the run around. I have made 2 payments to them for the furniture I ordered and no one can even provide an order number.

I've asked twice this week to 2 different people what my order number was and will it be delivered, both stated they would get back to me and will no response.Desired Settlement: I would like my furniture delivered with a confirmed date, and order number provided.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,