Metro Decor Furniture & Mattress

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 resolvedMetro Decor has refunded my money Please close the Revdex.com complaint Regards, [redacted] ***

Revdex.com: I have reviewed the response 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 Regards, [redacted] I am replying to the last e-mail from metro I received the wrapped chairs, which the men unwrappedI assumed they were in working order since they were new when I tried them and they both did not work, I called MetroThey sent the two men backOne tried to fix one chair wit a drill on the lever, which dd not workThe other chair which one of the men sat in also did not workThey offered to take the chairs back and repair themMy daughter who was here at the time told me not to let them take the chairsThe next day my other daughter told me to return the chairs, They are charging me a delivery charge and return charge for two defective chairs [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, 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. Metro Decor has refunded my money Please close the Revdex.com complaint
Regards,
*** ***

November 20, To: Revdex.com
Re: ***
Customer made a purchase of reclining chairs from our special order
catalog At time of sale customer acknowledged that the items were of special order nature and could not be cancelledCustomer also signed bill of sale which indicates that in the event that seller (Metro Decor) does allow a cancellation for any reason, such cancellation refund will be accompanied by a minimum restock fee of 20% of purchase amountCustomer also acknowledged at time of transaction that all transportation costs are borne by customer in any exercise of warranty matters when signing the bill of saleWe very promptly ordered the chairs and delivered to the customer
At time of delivery customer signed for receipt of merchandise, though customer chose not to have our delivery personnel unwrap the plastic covering from the chairsLater, the customer called to say that the recliners did not open properly We promptly sent a serviceman to her home The recliner opens with a handle mechanism and the recliner and the handle are of construction However, the customer finds the handle a bit difficult to pull, not a defect in the merchandise, just a characteristic of its construction Handles of this type do generally loosen up over a period of timeThe customer then said she'd like to return both chairs, even though it appeared that one of them was already working to her satisfaction We offered to have our service workers pick up at that timeHowever, instead of allowing our service crew to remove the chairs while they were still at her home, the customer said she needed chairs to sit on We assumed this meant she was going to keep themThe crew then left her homeAfter this, the customer called back again This time she demanded pick up and return of the two chairs We accommodated this request and sent our personnel to her home for the 3rd timeTo be helpful and considerate we offered to provide a 100% REFUNDless our $charges for both the initial delivery and for the final pickup(total transportation costs of $plus tax) In such case customer would receive a 100% refund for merchandise , as we were willing to waive the 20% minimum restock feeDespite our best efforts at service, this customer is unwilling to take any responsibility for her part in this transaction We have these chairs set aside in our warehouse and can also re-deliver if customer chooses However, we are unwilling to take a total loss on her special order since we have acted in good faith throughout this entire transaction

November 20, 2015To: Revdex.comRe: ***Customer made a purchase of reclining chairs from our special order catalog At time of sale customer acknowledged that the items were of special order nature and could not be cancelledCustomer also signed bill of sale which indicates that in the
event that seller (Metro Decor) does allow a cancellation for any reason, such cancellation refund will be accompanied by a minimum restock fee of 20% of purchase amount.Customer also acknowledged at time of transaction that all transportation costs are borne by customer in any exercise of warranty matters when signing the bill of sale.We very promptly ordered the chairs and delivered to the customer At time of delivery customer signed for receipt of merchandise, though customer chose not to have our delivery personnel unwrap the plastic covering from the chairs.Later, the customer called to say that the recliners did not open properly We promptly sent a serviceman to her home The recliner opens with a handle mechanism and the recliner and the handle are of construction However, the customer finds the handle a bit difficult to pull, not a defect in the merchandise, just a characteristic of its construction Handles of this type do generally loosen up over a period of time.The customer then said she'd like to return both chairs, even though it appeared that one of them was already working to her satisfaction We offered to have our service workers pick up at that timeHowever, instead of allowing our service crew to remove the chairs while they were still at her home, the customer said she needed chairs to sit on We assumed this meant she was going to keep themThe crew then left her home.After this, the customer called back again This time she demanded pick up and return of the two chairs We accommodated this request and sent our personnel to her home for the 3rd timeTo be helpful and considerate we offered to provide a 100% REFUNDless our $charges for both the initial delivery and for the final pickup(total transportation costs of $plus tax) In such case customer would receive a 100% refund for merchandise , as we were willing to waive the 20% minimum restock fee.Despite our best efforts at service, this customer is unwilling to take any responsibility for her part in this transaction We have these chairs set aside in our warehouse and can also re-deliver if customer chooses However, we are unwilling to take a total loss on her special order since we have acted in good faith throughout this entire transaction

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. Metro Decor has refunded my money.  Please close the Revdex.com complaint. 
Regards,
[redacted]

Revdex.com:
I have reviewed the response 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.
Regards,
[redacted]
I am replying to the last e-mail from metro.  I received the wrapped chairs, which the men unwrapped. I assumed they were in working order since they were new..  when I tried them and they both did not work, I called Metro. They sent the two men back. One tried to fix one chair wit a drill on the lever, which dd not work. The other chair which one of the men sat in also did not work. They offered to take the chairs back and repair them. My daughter who was here at the time told me not to let them take the chairs. The next day my other daughter told me to return the chairs, They are charging me a delivery charge and return charge for two defective chairs.   [redacted]

Review: Purchase Process

We visited Metro Decor on July 22nd at the main showroom and were greeted by Mr. [redacted]. After shopping at various stores we were impressed with the customer service and quality of the furniture. After selecting a sectional my wife went through various fabric and found one that fit our home with the help of [redacted] recommended a fabric $300 more than the standard; because it matched our home decor and was reported to be more durable due to the nature of the weave and its thickness. This appealed to us as we have three small children. We paid and began our 10 day wait. The standard fabric, which did not have an additional cost was thin and we were not confident it would stand up to prolonged use, which was confirmed by [redacted]. For reference my order # is [redacted].

Delivery

On August 4th we received a call for delivery on the 5th and our couch arrived on time. My wife received the couch and did the initial inspection. She noticed a significant amount of thread unraveling and the delivery personnel cut various loose fibers. Her understanding was that this was a singular event from construction. Unfortunately, a few legs were not properly secured, which the delivery staff addressed, but the black fabric underneath is now twisted. My wife also noticed various staples were loose on the bottom of the couch and additional fibers coming coming out of the couch, again. We were disappointed; because, we were told Metro Decor would inspect the couch prior to delivery. It appears either that was not accomplished or done so poorly.

Post Delivery & Customer Service

My wife contacted Metro Decor the following day on August 6th at 10:00. She notified the representative that the couch had fabric issues and staples coming out. The representative asked for photos and told my wife that he would contact her with a solution. My wife immediately sent photos and followed up with a call at 10:30 AM. She was told they were unable to look at the email as they were with customers and would call back when they were done. My wife did not receive a call for 4 hours and decided to call again at 2:30 PM and spoke with the representative. He notified her that the staples were part of packaging and the delivery personnel failed to remove them and we could do them ourselves or they would sent someone out. He explained that fabric is not the manufacturers responsibility as they do not produce it. My wife brought up that the fabric weave is coming undone and showing abnormal wear at delivery and getting worse. The representative offered to repair/re-upholster the couch with the same fabric or another fabric of our choosing at the same cost or less without incurring an extra charge. My wife explained we bought the couch for the durability of the fabric and the less expensive fabric did not match our home; therefore, we were not interested. The representative was unable to reconcile her concerns and offered to notify the manager and that we would receive a phone call the following day.

Dealing with Management

We did not receive a phone call on August 7th, so finally at 6:39 PM with 20 minutes to close I gave up and called Metro Decor. I spoke with the manager and explained we were unhappy with the quality and construction and asked what he would do. He explained the fabric we were sold was fragile, and to be careful with kids, pets, or even jeans, which could cause additional fraying. I'm at this point, totally confused, every selling point at purchase is now counter to what the manager is saying. Unbelievable. So my options are flimsy material that doesn't match my house at a lower cost or fabric that doesn't match at the same cost or the current fabric, which is appears to be by design, defective according to Metro Decor. All situations sound like a no win situation; therefore, no deal. I asked for a refund. He explained a refund has to be approved by the Owner and a fee of 40% to 50% would be charged since Metro Decor has to discount the couch in order to sell it. I'm again, completely confused. The terms of sale list "All Sales are Final", but it follows with a statement "No Refunds Will Be Issued Without Metro Decor "Seller" Approval, which means it is possible if management wants to work with the customer to offer a refund. I also don't understand why a re-stocking fee of 20%, which according to the terms "may" apply has now tripled at management's discretion. "May" is fundamentally different than the words "will" or "shall". Regardless, I find it unethical than an optional re-stocking fee is assessed against the customer due to defective merchandise, which wasn't properly inspected prior to delivery.

Resolution

With no real solution offered we contacted our credit card company to dispute the charge and will be following up with the Revdex.com. I hope this review, which is unemotional, detailed and accurate helps others in their decision on where to shop.Desired Settlement: Full refund.

Consumer

Response:

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. Metro Decor has refunded my money. Please close the Revdex.com complaint.

Review: on 10/18/15 I purchases 2 chairs. They were delivered the following Tuesdayy. They where swivel chairs , with foot rest attached.. after they left I could not swivel or use the level for the foot rests. They came the next day and attempted o fix it.I was told they would have to take them back to fix. I told them I didnt want the chairs, but to leave them untilI could resolve the issue. I called a couple of days late to say, come and get the chairs. At that time they said I would have to pay a restocking fee, which I didn't think I should.

at that timrr. I eas told I would have to pay a restocking fee.Desired Settlement: a full refund

Business

Response:

November 20, 2015