Metro Brokers Realty Oasis

On 8/3/customer came into store to purchase Ashley sectional as requested by customerThe sectional was displayed in store and customer requested that sectionalThe furniture was special ordered and was delivered New to customer on 8/Customer also signed the furniture has been delivered and
accepted as requestedThe customer came to store and said the sectional in store was not similar to the one receivedCustomer said the display model is softer and the pillows are not firmIt was mentioned to customer the display model has been sat on and used as display as opposed to the one she received; was firm and the pillows and material has never been usedCustomer agreed the color, the description, the pillows were all the same and model number are all the same as she requestedCustomer was also aware as it says on the agreement the furniture is a special order and cannot be canceled or returnedIt is also written on agreement no refunds or exchangesEverything the customer received was new and special ordered; I cannot refund nor exchange furniture because the furniture delivered was in fact the correct model and new as requested merchandise

Customer came on 06/11/15 and placed a deposit on multiple furniture items; several days later balance was paid and customer requested the furniture to be delivered on a specific date 07/01/15. Customer was informed all furniture purchased was special order; as it states in store as well on receipt...

of purchase special orders can not be cancelled. Several days before delivery customer came in to store and requested to delay the delivery due to her leasing agreement for her apartment. We gladly obliged and informed customer as written on customer agreement there will be a $ 25 per week, per piece storage fee. To satisfy our customers needs we waived the storage fees but informed customer furniture can not be cancelled nor returned because it is a special order. Customer was informed of 30 % restocking fee towards store credit upon manager approval as it states on customer invoice and in store. When customer came into on 10/09/15 requesting a refund; as stated no returns or cancellations customer was given an exemption due to her current situation . To please our customers we waived our policy yet again and refunded $1400 total; when in fact it is only to be store credit and minus 30%. We tried everything to resolve situation with customer but can not lose business; customer signed agreement being fully aware of store policy. We've made more than enough compromises; we did not charge customer $25 per piece per week for storage of items that customer special ordered. Once furniture has been ordered manufacturers/ vendors they do not return due to customers changing their minds; business does not strive in that matter.

I'm replying to the rebuttal of dispute; I don't agree with what the customer is complaining about due to the fact I nor any member of the business ever told her it was a display model. Ms. [redacted] chose the furniture from a catalog and informed I have a display model in showroom. Never was the display model Ever sent to the customer. I did see Ms. [redacted] afterwards and she mentioned it was for her mother in law and there was nothing wrong with the furniture but it didn't look properly placed in home and her mother in law is complaining. I informed Ms. [redacted] if she did want to change it there will be a 30% restocking fee. I'm running a business and deliver what is agreed upon and sold. I asked Ms. [redacted] if it was damaged or defective; she said there was nothing wrong with it. Her mother in law doesn't like how it was placed. That's a customers error. Not business and business is not conducted on customer error. I'm running a business; I will take full responsibility if it was defective or if I had given her display model. But neither apply. She just changed her mind, it's not fair for the business for the customer to get rid of the furniture by making false accusations. As for her sister in law that issue had been resolved and as an inconvenience to her sister in law I gave her a $799 mattress set for more than 85% percent off. She only paid $70. And her sister in law was more than happy and grateful. But that is neither here nor there. It has nothing to do with this.

Complaint: [redacted]
I am rejecting this response because: the furniture was not new and it was not ordered he specified it was the display model! The furniture was crappy if we would had known it was display we would had never purchased it or at least try to get a lower price since its furniture everyone touches and sits on! Really disappointed at their service its all a scam my sister in law had a issue with them as well with her couches she was sent a different model and then they try to say she was wrong! Please that's not business 
Regards,
[redacted]