McCoy's Furniture Company, Inc.

Review: I purchased a loveseat from McCoy's furniture in Waynesboro in January of 2013. I did not pay for McCoy's delivery service, but instead paid someone privately to pick up the loveseat for me using their truck. I also paid another individual to come to my house to help get the loveseat inside. I did not mind paying for this once. However, in October, I moved the loveseat out to clean behind it and noticed a spring sticking through the back. I'm not sure how long it had been like this, but the loveseat was still under warranty. This piece of furniture had been barely used by me, and only me (no children, no pets, and no guests, since I work full time and go to school full time). I called McCoy's, and was told that I would need to email a picture of the defective loveseat, which I did on 10/25. I did not receive a response from McCoy's, so I called back again a week later, and was told that someone would check their email to make sure it had been received. I continuously had to keep calling McCoy's to follow up. I called back in February, four months after I had initiated the complaint. I was told that someone would follow up with the manufacturer to see if my replacement was on the way. I was appalled that someone was not already following up. I received a voicemail after that telling me that the manufacturer assured McCoy's that the furniture is on the truck to be delivered to the store, but it may be delayed by a snow storm. I did not hear back again until March 31st, when Rita McCoy called me to inquire about why I had not picked up the replacement loveseat. I informed her that nobody called to let me know it had been delivered. Rita did not offer any sort of apology, and was incredibly rude. I asked to speak with Mr. McCoy (the president of the company), and she refused, becoming extremely snobby and arrogant towards me. I explained that I do not think it's fair for me to have to pay someone to come and get the replacement loveseat, drive over an hour to my home, then pay someone else to get it into the house (for the second time). I did not mind paying it the first time. It's not my fault that the barely used furniture is defective, so I should not have to pay for that expense the second time. Rita did not seem to understand my frustration, and simply kept saying that all sales are final. I'm not sure why she kept reiterating this, because it's not like I'm trying to return the merchandise for a refund. I understand that all sales are final, but this furniture was still under warranty. McCoy's should step up and take some responsibility for their part in this (selling me the defective piece of furniture). They have profited, and I've lost money from having to pay someone to deliver this a second time. I even offered Mrs. McCoy to pay half of the delivery cost, but she would not hear it. I shouldn't have to pay any of it anyway, but I was at least trying to work with her. Again, McCoy's profited from my purchase, but they expect the customer to shoulder all of the loss when something like this happens. This is some of the worst customer service I've ever received. I will be in need of a significant amount of furniture in the next year, but I will not be buying from McCoy's. I have also made sure all of my family and friends know what a terrible company this is. Even if you don't do what's right, you can still be polite. Mrs. McCoy consistently acted as if she were superior to me throughout our conversation. There is never any excuse to talk down to your customers.Desired Settlement: McCoy's should cover the cost of delivery of the manufacturer's replacement. The manufacturer has lost here, by having to replace the product. I'm losing as well, by having to pay someone to pick up the product, then pay two people to get it into my home (something I've already paid for one time). McCoy's is simply walking away with their profit. They are not willing to back the products they sell.

Business

Response:

Customer claims Ashley Furn. was rude, did not receive feedback she wanted, bad customer service, stated she did not want anything from Ashley

1. Ashley does not pay for transportation to and from customers home – only to and from point of purchase. See attached “Limitations and Exceptions”

2. Transportation (delivery or pick up) offered to customer for our standard fee to that area. See attached explanation.

1. Initial contract from consumer on 10/21/13. McCoys contacted AFI (Ashley Furn. Industries) on 10/22/13, McCoys contacted the consumer on 10/22/13 at 2:37 pm and left a message as to the need of photos to be sent.

2. McCoy’s contacted consumer on 11/4/13 at 3:34 pm to inform her that the photos had been received and were forwarded to the proper AFI agent. Informed consumer that we would be contacted by AFI.

3. On 11/19/13, McCoys contacted the customer at 5:13 pm to inform her that a replacement would be shipped.

4. Following up on the replacement, McCoys contacted AFI on 12/11/13 at 3:21 pm. Per protocol with AFI, McCoys was told that an acknowledgement would be sent via fax when the loveseat was loaded on a truck for delivery to McCoys.

5. McCoys contacted AFI on 1/13/14 at 11:13 am to inquire about status of loveseat. As per AFI protocol, we were again told that we would be acknowledged by fax when to expect delivery.

6. On 2/11/14, 11:20 am, McCoys contacted the customer, informing her of the status of her replacement loveseat. The message left by McCoys also requested that the consumer call the store.

7. McCoys contacted the consumer on 3/31/14 inquiring about the replacement loveseat, not having received a call back from consumer.

It is in the best interest of all parties that complaints be settled as quickly as possible. The consumer in this case, stated that she did not want a replacement (see attached copy of letter sent to AFI by the consumer). The consumer was told by me that her warranty covered the item she purchased. Since all sales are final, she couldn’t trade in her loveseat for something else. I listened quietly as the consumer related that her mother was unhappy because she purchased an item from AFI. I listened quietly as the consumer related that she didn’t want what she had purchased or a replacement. The warranty tag from her purchase clearly states that transportation is from McCoys (or retailer) to AFI, and return to McCoys. It does not include transportation (delivery or pick up) to the customer’s home.

The consumer’s request to speak to Mr. McCoy was denied because he had been informed of the situation and he was in agreement with my handling of this situation. The consumer kept insisting that if he heard her story, that he would agree with her.

The use of the term “all sales are final” was repeated several times because she refused to hear that she would be given a replacement of the item she purchased. I told the consumer that her assumption of how much we “made off of her” was really not relevant to resolving this situation. This consumer is incorrect in saying that McCoys did not understand her frustration. Believe me, her frustration was heard loud and clear by each person she spoke to at McCoys. When asked again when she could pick up her replacement, the consumer told me that she would be out of town, that she needed time. I asked her if 30 days, to the end of April, would be enough time. She agreed that she would pick up her loveseat and return the loveseat presently in her possession.

This consumer argued about having to return the loveseat in her possession, I explained to her several times why it had to be returned.

I also had to explain to her several times that McCoys cannot be held responsible for the inventory AFI has on hand nor are we responsible for AFI’s loading of truck or their truck scheduling. I explained to her that we had truck delays from several companies not just those coming across country due to weather related incidents.

I do regret that this explanation is so lengthy. Please call if you have any questions or need further information. You can also email to [redacted].

I would be more than happy to speak to you about this complaint.

Thank you.

Rita C. McCoy

Consumer

Response:

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

I don't care whether or not Ashley pays for transportation. McCoy's should step up and pay for it, since Ashley and myself are having to shoulder losses. McCoy's is still keeping the profit they made. The consumer should not have to pay for something twice, especially when it is not his or her fault. I am not returning the furniture by choice. It is defective. Having the replacement is not ideal, since the piece of furniture is plainly put, trash. I did make this clear, and I offered to drop significantly more money on a better alternative at McCoy's, because I want something that will last. However, I understand that getting the replacement is the policy, so I agreed to accept that.

Mrs. McCoy is twisting my words when she says that I did not want to return the love seat. It's not the issue of returning the bad loveseat in my possession. Lord knows I don't want to keep it. PLEASE take it off of my hands. My issue is that I have to pay someone to come to my home to load it on a truck to be taken back to McCoy's, which is about an hour away. In addition to the labor, I will have to pay someone for gas.

Mrs. McCoy states that I kept insisting that Mr. McCoy would agree with me. I said no such thing during our conversation. My hope was that Mr. McCoy would be more willing to meet me halfway, and not as conceited and difficult to talk to as Mrs. McCoy. I do not appreciate it when someone talks down to me. Please note that I did offer to pay half of the delivery charge, which I don't even think I should have to do. Mrs. McCoy did not provide good customer service, and she is listed as the "Vice President" on the Revdex.com site. When a customer is not satisfied, it is only natural for them to want to escalate the issue to the next level, which is what I attempted to do by politely asking for Mr. McCoy, who is the "President" per the Revdex.com site. My request to simply speak with Mrs. McCoy's superior was obviously not granted.

I understand that Ashley furniture was slow, and McCoy's could not help that. However, they should accept some degree of responsibility, since they are the people the customer has to deal with, not Ashley. After all, I purchased the product from McCoy's, not directly from Ashley. Additionally, Mrs. McCoy neglects to mention that I had to keep calling to get them to even check on the status of the replacement. In fact, I did receive the call on 11/4 from McCoy's stating that the photos had been received. However, this was after I had initially sent the photos to McCoy's on 10/25. After well over a week went by and I did not hear from McCoy's after sending the photos, I called them and the rep I spoke with did not know whether or not they had been received. She stated that she would check into it and have someone call me back. The photos were forwarded to Ashley ten days after I sent them, and even then only because I called to push it along. I had to prompt McCoy's during every step of the process.

Also, I disagree that the 2/11 message asked me to call the store. I do not ignore calls, and I would have called McCoy's back if that had been asked of me. I recall the 2/11 message simply stating that Ashley had assured McCoy's that the loveseat is on the truck, but had been delayed due to weather. I did not call the store back because the message did not ask me to. There was nothing I needed to do at that point but wait for delivery, since it was on the truck per the message I received. I did not receive any further correspondence from McCoy's until 3/31. I was never even notified that the furniture had even been delivered.

I would greatly appreciate a call from someone at the store regarding this, obviously someone other than Rita McCoy.

Regards,