Mealey's Furniture

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 Complaint: [redacted]
I am rejecting this response because:
Regards,
[redacted]

I'm afraid I am not able to locate this customer in our data base. Could she have the invoice under a different name? Please let me know asap. Thank you.

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 Complaint: [redacted]
I am rejecting this response because I have documentation from Mealey's that states, "If Mealey's is unable to repair your furniture due to the unavailability of parts FROM THE MANUFACTURER, they will replace the furniture within the warranty period. If the same furniture is not available they will allow for a reselection of the furniture and replace..." (See attached document)
My parts were not ordered from the manufacturer, nor was there ever any attempt for these "parts" to be ordered through them. Instead, they were ordered by some stranger that does not even work for Mealey's. This, being the reason why I rejected the first resolution I received from the president of Mealey's. I don't know who these people are that Mealey's sends to your home, and I am pretty sure that they don't know either. In a professional business, I should have received a phone call from the claims department to inform me that the tech had a, "family matter, not family emergency," just to clarify what I was told when I spoke to the tech that day, and he was  not going to make the scheduled appointment. Then they should have rescheduled the appointment with a different tech and for AS SOON AS POSSIBLE. Instead, I was left hanging when I received the phone call from the tech without any assistance or direction as to what I needed to do. At this point it has been over 4 weeks of waiting to get this resolved. 
Why were these "parts" not ordered through the manufacturer? I have a feeling that the "parts" are nonexistent and whatever this upholstery technician ordered was something cheap offline somewhere and Mealey's is not taking ownership for what they advertise in their extended warranty in replacing my furniture. 
Why would I want a refund for my furniture? The president's email sounds like he wants to work with me to resolve this, however, this furniture was financed. The finance company, Wellsfargo, would be refunded. As Mealey's advertises right on their website, the refund would go back onto the credit card I used for payment. This credit card being the credit card I received from MEALEY'S  for financing the furniture. I would be left with 2400.00 on this credit card to spend at Mealey's. This is not a resolution to the issue. This is why I am rejecting the second option offered to me as well. The last place I want to purchase furniture from would be Mealey's and am not accepting a refund to their own credit card. This does not help me. 
I want the furniture replaced for no fees and that's that. If Mealey's tells me they can order the "parts" then I want proof that it is actually from Mealey's since they are the manufacturer. 
I am a paying customer to this business. I have also paid for an extended warranty that promises me a replacement if there are no parts available THROUGH THE MANUFACTURER. Where is the fairness in all of this? 
If this technician would have showed up the other day, I would have been oblivious to how this business is operating. He would have "fixed" my furniture with god only knows what junk he ordered. I feel as though I have been scammed and would really appreciate a replacement of my stuff. This way, there is no worries (for at least a year and half) of the furniture breaking again, no claims I need to report and no drama I need to deal with from this company. 
I would appreciate the reconsideration of the options offered to me in resolving this. 
Regards,
[redacted]

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

[A default letter is provided here which indicates your...

acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

[redacted],
I am sorry that the relationship has deteriorated to this point but, sadly, it has. For that reason, I will not send more merchandise out to your home but will continue to offer a refund in full if we can schedule a date to remove the merchandise from your home.
Some points for clarification:
The upholsterer, [redacted], has been a sub-contractor for Mealey's for over 25 years so we do, in fact, know who these people are and he is not a "stranger". We sub-contract with several technicians who own their own businesses and we feel an independent opinion from one of these persons, who stake their reputation of their own business on each visit, is important. I am sorry you do not agree. He contacted you from the road when he discovered he could not make the appointment. Again, I apologize that this does not meet your expectations and/or requirements. As for the parts, they are not "cheap offline' parts but standard, stocked parts. In addition, Mealey's is not the manufacturer of the product as stated in the response.
As for the refund of the money, the refund would not go to a credit card and we would have absolutely no access to the money. It is not a refund to "their own credit card" as stated. The refund would go to [redacted] who would, in turn, refund you for any paid portion of your account. We are not privy to your financial status with them nor should we be.
In light of some of your other assertions such as "he would have fixed my furniture with God only knows what junk he ordered" and "the last place I would want to purchase furniture from would be Mealey's", I am at a loss to understand your refusal of a pickup and full refund for the merchandise.
At the risk of repeating, I am sorry we are at this place but we are. I will not, however, send more merchandise to your home as prolonging the relationship would not appear to be in either of our best interests.
Respectfully,
Ed D[redacted]

In April 2015, my husband and I purchased around $14,000 worth of furniture. And then in mid 20016, we purchased an additional $3,000. We purchased warranties on everything.
1. After not even one year, our couch slowly grew holes in the covering, so we called for replacements. Mealeys processed the request, and after three months, we had new products. We then asked if we could purchase additional coverings for our couch, in the event that this happen again; I called on six different occasions and I stopped into the store twice (dates ranging from October 2016-December 2016), and they still have not provided me with answers.
2. After exactly one year of purchasing the furniture, one of our dining room chairs literally split in half. I took the chair to Mealeys to get a replacement (November 2016), and they have yet to find me a replacement or do anything about this. I have contacted the manager on seven different occasions, and he has danced around the issue without giving me an answer. He keeps saying that he is unsure of what they can do. Note, again, I have warranties on everything. I asked for a refund, and he denied me this. I am still without a 6th chair, which has been a major inconvenience, especially with the holidays.
3. Our entertainment center was warped in the middle, and the drawers would not open and close. They replaced this.
4. Finally, we purchased my son and daughter's bed and mattress there with a mattress cover and a warranty. My son's bed mattress protector has leaked on five occasions (My son is 3). I contacted the mattress cover company to have the mattress replaced, and they no longer have that service that was intact when we purchased everything. It is also important to note that Mealeys dropped the company and started using a different mattress protection company, which indicates that they must have known about the poor quality; however, Mealeys will not cover any cost of a replacement mattress.
I have called the store well over 10 times, and I have stopped into the store at least 3 times to voice these complaints and also to fix these issues, but the communication at the store is terrible. On two separate occasions I was told that a manager would return my call, and that never happened. Well-built furniture should last longer than one year - end of story. And if a product breaks, this should be fixed, especially since we have warranties. The product and service of this company is fraudulent.

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting...

the response. If no reason is received your complaint will be closed as Answered]
 Complaint: [redacted]
I am rejecting this response because:
I have tried repeatedly for the last two months to speak to a manager, district manager etc., to discuss the new invoice they send me. No one has returned my call to explain the invoice I received. I have asked why is the price for the full bed accessories higher than the price of the the queen accessories? No response. I have asked for my new total that I now owe,, no one has responded The store wants to charge a restocking fee on items that I was told was not in stock, so my promised delivery date of the last week in June,turned into a  delivery date of  August 12th. I purchashed the queen bed on the information and guidance I was given by their salesperson. He told me to measure the headboard area. He never told me to take the rails into consideration. He was the expert in this area, not me. I have contacted the Bank that is financing the set and they have not received an updated invoice as of September 25th. The bank said they will do an investigation, as soon as I send the invoice that I have showing the new prices.  I have constantly called Mealey's asking for clarification of the bill and their pricing. I always receive a promise that I will receive a call back, but it never comes. 
Regards,
[redacted]

[redacted],
I apologize for the issues you have experienced and your frustration over the process. At this time, after researching the many notes we have accumulated on the invoice and speaking to the parties involved, my understanding is that we are awaiting word on a date to pick up...

the merchandise from your home and issue a refund in full. You have suggested this option several times and I believe that you are correct. We certainly do not want to aggravate you any more so will await word on a date that is convenient for you.
Respectfully,
[redacted]

I will process the 50% refund as you have specified.Ed D[redacted]

[redacted],
Since this arrived after we spoke on the phone, I was not sure if it was sent prior to our conversation and delayed or if it was sent after our conversation. As you have chosen to communicate via the Revdex.com, I will review the series of events, what we spoke about during our...

conversation, and also your latest phone message.The set was delivered on 1/10/2014. Our first indication of an issue was 6/29/2015. At that time, a technician was scheduled to be at your home on 7/22/2015 but had a family emergency and cancelled the appointment. I am sorry for that and understand that it is an inconvenience to wait for someone who cancels an appointment.
We spoke on Thursday 7/23/2015 and I laid out 2 options: 1) reschedule the technician and if you are not fully satisfied with his work, we will take the set back for refund of all but the original delivery charge ($89) and the warranty ($177.10); 2) pick up the set without having the tech visit and refund as outlined in option 1. You indicated you would call me back and decide.
The voice mail message that I received from you after our conversation yesterday indicates that you do not want the technician out to your home again, that you want the set replaced, and that you are "disgusted" with the service received.
I apologize that this has not worked out and that your experience has not met your expectations. Since you do not want the technician out, I will again offer option 2 for a pickup of the set with a refund made to the finance company, [redacted]. They will then return to you any paid portion. I will not, however, replace the merchandise. There is a warranty in place but that does not simply call for replacement of the set but, rather, service to the set. If you do not want this option then we will continue to stand behind the product and take it back for a refund.
Your email to us and our conversation both indicate your frustration and anger with us so I assume this would be a reasonable and fair resolve to the issue whereby we could both put the relationship behind us.
 
Respectfully,
Ed D[redacted]

We have given the customer a reason for the refund amount, which is consistent with our policy. We will continue to work with the customer, however, our intention is to remain consistent with our policy.

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me to receive the order at the end of the month.  I would also request that the main office or contact to Revdex.com contact my wife directly ###-###-#### as the local store has not been helpful in answering our requests and very unresponsive.  
Regards,
[redacted]

My understanding is that there was some mis-communication of the issues listed but that our store manager at the Devon location has been in contact and the situation should be resolved by the end of this week.
Respectfully,
Ed D[redacted]
Mealey's...

Furniture

First and foremost, let me apologize for the delay in the merchandise arrival. Without getting into too many details, we had several issues with a computer conversion and this resulted in us giving incorrect and sometimes no information to our guests. In addition, there was a delay in production at...

the manufacturer. In short, it was the perfect storm and the arrival is delayed. I have checked carefully with the manufacturer and the product will not arrive to us until the end of January. We appreciate your patience and, if you are willing to wait, we would be glad to send out a $100 gift card after delivery for your patience. If you are not interested in waiting, I will process a refund to your account immediately.Respectfully and with my sincere apology for the delay,Ed D[redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
 Complaint: [redacted]
I am rejecting this response because: They have NOT delivered on their promise to make good. Mr Felix R[redacted] continues to make promises but never fulfills them. As far as I am concern I will continue to pursue this matter. They are lying cheats with a bad business practice. I will purse this matter also with the State attorney general and small claims court also I will be calling news station and let them know what a bad company Mealy's is.
Regards,
[redacted]

**. [redacted] is currently scheduled for delivery for the remaining items on 2/11/2017. We look forward to completing the delivery with no further issues or delays. We will address compensation after delivery for the delay from our manufacture.

We have arranged to pick up the merchandise on Monday 7/25/16 and refund in full to the finance company, [redacted] will, in turn, refund to the customer. I hope the resolve is satisfactory.Ed D[redacted]Mealey's Furniture

[redacted],In researching the invoice and related correspondence, I see that the invoice was written and signed for by [redacted]. Is this correct? If this is the case, I would need correspondence from the purchaser prior to taking any action. In addition, I see correspondence after...

the delivery whereby we refunded $332.32 for a military discount. The first correspondence regarding the merchandise was in February of 2016. At that time, our service manager spoke to a man (not sure who) and the service manager offered to send a technician out to the home if there was concern about the performance of the merchandise. At that time, she was informed that there is nothing wrong, it was just not comfortable. In addition, it was communicated that there was an attempt to sell the merchandise and that it was not comfortable to lie on but there is nothing wrong with the merchandise. At this point in time, if [redacted] wants to contact me, I will try to do something for him but will not refund in full for the product and warranty. Respectfully,Ed D[redacted]Mealey's Furniture###-###-####

[redacted],
I sincerely apologize for your aggravation and inconvenience. I realize that you are now to the point that you do not want to have any further dealings with us and I do not want to cause you further aggravation so I will have the store contact you for a date to pick up...

the merchandise and issue a full refund as per your request. Again, please accept my sincere apologies for the inconvenience.
Ed D[redacted]