Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
You are selling a defective product. I don't want the productIf the credit memo is used, you are going to charge again for freight and delivery, which failure the first two times is on Metro Designs shoulders.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
The delivery company never sent the Certificate of Insurance to the building therefore costing *** *** hours of wasted billable timeThe company that Metro Designs, Hooker Furniture, sold a defective - falsely advertised product that arrived damaged, therefore costing *** *** an additional hours of billable timeMetro Designs has offered store credit yet plans on charging again for delivery. Therefore charging my client more $ and wasting more billable time for *** ***. Metro Designs sells the product and is therefore responsible for the product. Metro Designs hired the delivery company and is therefore responsible for the outcome of the delivery company.I request a full refund for my client.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***
Dear Dispute Resolution Services: Attached is Metro Designs response to the above referenced complaint along with supporting materials. Below is the text of our response pasted in this email for your convenience: [redacted]...
[redacted] [redacted] [redacted] [redacted] [redacted] Dear Dispute Resolution Services: Metro Designs strives to give the best service to our clients. In the furniture industry there are many points along the chain where a problem may occur including damage in transit, shipment delays, or product defect as a couple of examples. It is the nature of the industry. We are truly sorry [redacted] had a problem with one of their orders. We’ve made very clear and demonstrable attempts to address the problems within the norms of the industry and our business terms, however [redacted] is not satisfied with the result. Metro Designs has been in business for over 8 years and has never had a complaint against it. The owner of the company has well over 50 years experience in the industry and the Hooker Furniture brands in particular. I have been the Office Manager almost as long as Metro Designs has been in business. First, we worked diligently to resolve delivery and quality issues with [redacted]. There are three ways the manufacturer address quality problems: 1) If a minor issue a discount to keep is offered, 2) if repairable, a local repair must be authorized by the factory if over a certain dollar amount, or 3) full replacement. Replacement freight is pre-paid by the factory to the receiving warehouse, which would be our delivery service. Secondly, the manufacturer acknowledged the quality problem and offered a replacement chest or a credit for the item. [redacted] was given a choice of replacement or credit for the piece, excluding freight and delivery paid, as is our policy. The piece is discontinued, but there was/is stock and we secured a replacement at the factory. To further satisfy [redacted] our service agreed to deliver the replacement at no additional charge based on the earlier issue. [redacted] declined the replacement and selected the credit memo (attached). After accepting the credit memo she insisted that any new product ordered be free of freight and delivery (email exchange attached). Over the weeks of communicating, it became clear that nothing short of a full refund would be enough. Metro Design's terms of service were emailed to [redacted] on 2/**/15 in response to her initial inquiry (attached). It goes on to say that transit damage and material defects are subject to the policies set fourth by Hooker Furniture and our freight carrier. [redacted] invoice dated 5/**/15 clearly restates that there are "no refunds" or "cancellations once payment received" and that we offer "store credit only for unshipped goods" (attached). At any point [redacted] could have questioned the terms, asked for clarification, or not placed the order. The invoice in question is not her first order with our company so she had full knowledge of our policies. By proceeding with the order she accepted the terms of how we do business. On 8/*/15 [redacted] initiated this Revdex.com Complaint after we advised her that that she selected the merchandise credit over replacement and were subject to our terms. Metro Designs has hundreds of interior design clients that order regularly. They all have accepted the terms established by our business. Over the years, we’ve addressed many quality and transit damage issues. In [redacted] Design’s case, there are dozens of emails between all parties trying to satisfy [redacted] and many, many phone calls. We will do our best to summarize succinctly our rebuttal to each point. #1, #2, #3 - The delivery company provides a 3 hour delivery window. [redacted] was contacted on 6/**/15 to schedule delivery and never returned the call. On 6/** arrangements were finally made to deliver on 7/*/15. The delivery company’s insurance company issues Certificates Of Insurance (COI). According to our services notes their insurance company advised our service on 6/** that the COI was sent. On 6/**/15 [redacted] confirmed the delivery window of 11:**AM - 2:**PM. On 7/*/15 the building said they hadn’t received the COI. In the end the building wouldn’t allow the delivery and the delivery service did not have the time to have a new COI issued by the insurance carrier. Our delivery service is Furniture Transport, a division or subsidiary of Thomasville Furniture. Their whole business is centered on properly delivering furniture into consumer’s homes. We attempted to get proof that the COI was transmitted to the building, however the insurance company sends the COI’s in bulk and we could not obtain a transmission receipt. [redacted] refused to schedule re-delivery until proof was established. The owner of Metro Designs stepped in at that point and worked out the best re-delivery time to meet all parties needs (see attached email “re-delivery communication”. #4, #5 - The delivery service is not responsible for the manufacturing defect and in good faith redelivered the chest under enormous pressures with respect to the time frame from [redacted]. Regarding the composition of the [redacted] Veramonte Chest contradict information direct from the manufacturer. Attached you will find the product information sheet stating it is Zebra Veneer and an image of an email exchange with the Hooker Furniture Quality Control Department confirming it as "true zebra veneer." #6 - The complainant’s assertion is her opinion as far as I know. She claims that Hooker Furniture told her the reason for discontinuation, but I have no verifiable information this is true. There are two annual furniture markets where new product is introduced. The 2015 Fall High Point Market is scheduled for October [redacted] [redacted]). The spring market took place April **th - [redacted], 2015 and is easily verifiable. Due to the steady stream of new product introductions, every month something is discontinued. Hooker Furniture Company doesn’t disclose the reason each model is discontinued to dealers. In conclusion, Metro Designs asks that this Revdex.com claim be summarily dismissed. In her own words [redacted] of [redacted] specifically states in an email dated Thu, Jul **, 2015 at 7:51 PM (attached) that: [redacted] [redacted] [redacted] [redacted] [redacted] [redacted]t.” We would be happy to answer any additional questions you and provide as much information as necessary to conclude this matter. Thank you for your time and consideration. Sincerely, Oliver N[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
You are selling a defective product. I don't want the productIf the credit memo is used, you are going to charge again for freight and delivery, which failure the first two times is on Metro Designs shoulders.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
The delivery company never sent the Certificate of Insurance to the building therefore costing *** *** hours of wasted billable timeThe company that Metro Designs, Hooker Furniture, sold a defective - falsely advertised product that arrived damaged, therefore costing *** *** an additional hours of billable timeMetro Designs has offered store credit yet plans on charging again for delivery. Therefore charging my client more $ and wasting more billable time for *** ***. Metro Designs sells the product and is therefore responsible for the product. Metro Designs hired the delivery company and is therefore responsible for the outcome of the delivery company.I request a full refund for my client.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***
Dear Dispute Resolution Services: Attached is Metro Designs response to the above referenced complaint along with supporting materials. Below is the text of our response pasted in this email for your convenience: [redacted]...
[redacted] [redacted] [redacted] [redacted] [redacted] Dear Dispute Resolution Services: Metro Designs strives to give the best service to our clients. In the furniture industry there are many points along the chain where a problem may occur including damage in transit, shipment delays, or product defect as a couple of examples. It is the nature of the industry. We are truly sorry [redacted] had a problem with one of their orders. We’ve made very clear and demonstrable attempts to address the problems within the norms of the industry and our business terms, however [redacted] is not satisfied with the result. Metro Designs has been in business for over 8 years and has never had a complaint against it. The owner of the company has well over 50 years experience in the industry and the Hooker Furniture brands in particular. I have been the Office Manager almost as long as Metro Designs has been in business. First, we worked diligently to resolve delivery and quality issues with [redacted]. There are three ways the manufacturer address quality problems: 1) If a minor issue a discount to keep is offered, 2) if repairable, a local repair must be authorized by the factory if over a certain dollar amount, or 3) full replacement. Replacement freight is pre-paid by the factory to the receiving warehouse, which would be our delivery service. Secondly, the manufacturer acknowledged the quality problem and offered a replacement chest or a credit for the item. [redacted] was given a choice of replacement or credit for the piece, excluding freight and delivery paid, as is our policy. The piece is discontinued, but there was/is stock and we secured a replacement at the factory. To further satisfy [redacted] our service agreed to deliver the replacement at no additional charge based on the earlier issue. [redacted] declined the replacement and selected the credit memo (attached). After accepting the credit memo she insisted that any new product ordered be free of freight and delivery (email exchange attached). Over the weeks of communicating, it became clear that nothing short of a full refund would be enough. Metro Design's terms of service were emailed to [redacted] on 2/**/15 in response to her initial inquiry (attached). It goes on to say that transit damage and material defects are subject to the policies set fourth by Hooker Furniture and our freight carrier. [redacted] invoice dated 5/**/15 clearly restates that there are "no refunds" or "cancellations once payment received" and that we offer "store credit only for unshipped goods" (attached). At any point [redacted] could have questioned the terms, asked for clarification, or not placed the order. The invoice in question is not her first order with our company so she had full knowledge of our policies. By proceeding with the order she accepted the terms of how we do business. On 8/*/15 [redacted] initiated this Revdex.com Complaint after we advised her that that she selected the merchandise credit over replacement and were subject to our terms. Metro Designs has hundreds of interior design clients that order regularly. They all have accepted the terms established by our business. Over the years, we’ve addressed many quality and transit damage issues. In [redacted] Design’s case, there are dozens of emails between all parties trying to satisfy [redacted] and many, many phone calls. We will do our best to summarize succinctly our rebuttal to each point. #1, #2, #3 - The delivery company provides a 3 hour delivery window. [redacted] was contacted on 6/**/15 to schedule delivery and never returned the call. On 6/** arrangements were finally made to deliver on 7/*/15. The delivery company’s insurance company issues Certificates Of Insurance (COI). According to our services notes their insurance company advised our service on 6/** that the COI was sent. On 6/**/15 [redacted] confirmed the delivery window of 11:**AM - 2:**PM. On 7/*/15 the building said they hadn’t received the COI. In the end the building wouldn’t allow the delivery and the delivery service did not have the time to have a new COI issued by the insurance carrier. Our delivery service is Furniture Transport, a division or subsidiary of Thomasville Furniture. Their whole business is centered on properly delivering furniture into consumer’s homes. We attempted to get proof that the COI was transmitted to the building, however the insurance company sends the COI’s in bulk and we could not obtain a transmission receipt. [redacted] refused to schedule re-delivery until proof was established. The owner of Metro Designs stepped in at that point and worked out the best re-delivery time to meet all parties needs (see attached email “re-delivery communication”. #4, #5 - The delivery service is not responsible for the manufacturing defect and in good faith redelivered the chest under enormous pressures with respect to the time frame from [redacted]. Regarding the composition of the [redacted] Veramonte Chest contradict information direct from the manufacturer. Attached you will find the product information sheet stating it is Zebra Veneer and an image of an email exchange with the Hooker Furniture Quality Control Department confirming it as "true zebra veneer." #6 - The complainant’s assertion is her opinion as far as I know. She claims that Hooker Furniture told her the reason for discontinuation, but I have no verifiable information this is true. There are two annual furniture markets where new product is introduced. The 2015 Fall High Point Market is scheduled for October [redacted] [redacted]). The spring market took place April **th - [redacted], 2015 and is easily verifiable. Due to the steady stream of new product introductions, every month something is discontinued. Hooker Furniture Company doesn’t disclose the reason each model is discontinued to dealers. In conclusion, Metro Designs asks that this Revdex.com claim be summarily dismissed. In her own words [redacted] of [redacted] specifically states in an email dated Thu, Jul **, 2015 at 7:51 PM (attached) that: [redacted] [redacted] [redacted] [redacted] [redacted] [redacted]t.” We would be happy to answer any additional questions you and provide as much information as necessary to conclude this matter. Thank you for your time and consideration. Sincerely, Oliver N[redacted]