Miller's Furniture

To clarify, I did not send my husband to shop alone for furniture I was out-of-state visiting my family in southern Illinois Prior to that holiday weekend, my husband and I had spent several hours over several weeks searching for a new sofa together having traveled to Sheboygan, Fond du Lac, Plymouth and West Bend furniture stores My husband thought the furniture from Miller’s would look nice in our family room and wanted to surprise me He was not aware that he was purchasing “clearance” merchandise Rather, he thought it was part of a Labor Day weekend sale He did not learn that it was “clearance” merchandise and that he could not return or exchange the furniture until the day after it had been delivered At no time did we indicate that their employee, [redacted] was a “high pressure salesperson” The issue at hand is that the company’s clearance sale policy was not communicated to my husband prior to the purchase and was only visible on the back side of the receipt after the sale was final We feel that consumers should be aware of Miller’s non-returnable policy on clearance merchandise before making a purchase which is why we filed the complaintAs for the furniture itself, the pieces do not coordinate with our existing fireplace which is the main feature of the room Specifically, the color and vertical design of the striped chair does not work with the color and horizontal layout of the brick In addition, the entire back side of the chair is faded, a flaw that was not disclosed to my husband by the salesperson prior to the purchase.We utilize our family room every day We need furniture that is pleasing to look at as well as durable and comfortable We have waited two decades to purchase new furniture and now feel as though we have been taken advantage of We have a small house and no other place in our home to use these furniture pieces We even tried to purchase a slip cover for the chair but could not find one that would fit Given that the only obstacle is their company clearance policy, and the fact that my husband was never made aware of that policy at the time of purchase, we feel that the owners should be willing to exchange or return the furniture

In regards to Ms***'s complaint--she purchased a mattress set on April 24, and asked for the mattress set as soon as possibleWe called our Amish builder who graciously agreed to build her mattress set as soon as possible and we picked that mattress set up on May 5, 2015; we then delivered the mattress set to Ms [redacted] on May 7, When delivering the mattress set, the delivery team found that the customer's existing bed frame would not accommodate our standard sized mattressMs [redacted] insisted that Miller's Furniture make a second delivery on the same day to bring her a standard-sized metal bed frameMiller's Furniture agreed to this resolution and followed through by returning to her home later that day with the bed frame Our mattress builder recommends that each customer sleep on the mattress for days to allow their body time to adjust to the new feel of the mattress setMs [redacted] did call and express her disappointment in her mattress after two days of use (May 9, 2015); however, the personnel present at the store were unable to immediately take action without consulting the owners--who were attending to personal mattersOn May 12, 2015, one of the store's owners were able to make contact with Ms [redacted] and explain the mattress builder's recommendation, however Ms [redacted] declined to accept this recommendation and insisted upon immediate removal of her mattress due to perceived product flaws Ms [redacted] verbally agreed over the phone to the following terms with one of the store's owners: Miller's Furniture would retain a percent restocking charge for the returned mattress and then Ms [redacted] would pay us with a check for the additional picharge of $(plus tax)We picked up the mattress on May 15th and our delivery drivers handed Ms [redacted] a refund check for the amount both parties had agreed uponMs [redacted] reneged on her part of the verbal agreement and refused to pay for the additional delivery chargeMiller's Furniture decided to mark the issue as closed and declined to pursue any further action Thank you,

The mattress that was delivered on May 7, is being returned to Miller's Furniture today, May 15,2015.The mattress is uneven throughout with firm areas proximate to the edges and areas of significantsoftness/depression in the middle, more than an inch and a halfThe inconsistency in support across themattress is unsatisfactory and certainly does not meet industry standards.Questions might concern the construction of the mattress itself or even the concern, on my part, as towhether the mattress is one that has been sold before or used!I would also like to clarify the statement made by you that this mattress was custom-made specifically formePerhaps ten minutes after I made the down payment *** called my cell phone to tell me that themattress was available and would be on the May 5, delivery truckEqually distressing is the lack of a detailed written return policy with regard to the purchase of a mattress.Again, this usually accompanies a saleI have now purchased another mattress elsewhere and have beenprovided the return informationThe typical charge for the return of a mattress without a defect, customerchoice, is 15%! As the owner of Miller's Furniture store you determined that the return costs for thismattress would be 20%.The mattress I am returning to you has problems and is totally unsatisfactory, even defective The price ofthe mattress was one thousand five hundred ninety-nine dollars ($1,599)After includiag sales tax in thetwenty percent reduction, you have provided me with a check for one thousand three hundred seventy-fivedollars ($1,375)Were the sales tax of $included in a full refund a difference of three hundred fortyone ($341) would be owed to me(Figures are rounded off.) The circumstances indicate that a full refundis appropriate

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
This is not a case of buyers remorse My husband was not aware that he was purchasing furniture that he could not return By their own admission, they selectively choose who they explain the return policy to based on their judgement of customer hesitation The policy was not communicated to my husband at the time of purchase and the term "clearance" does not appear on the invoice.We filed this complaint because we want the general public to know the company's return policy We do not want others to end up like us with furniture we can't use.Regards,
*** ***

Ms ***,We at Millets Furniture acknowledge our failure to adequately provide our detailedwritten return policy with regards to our bedding line to youWe apologize for the lack ofcommunication and failure to discuss this with you the customer at the time of purchase.With regard to your quality concerns, we want to strongly emphasize this mattress was infact brand new and built specifically for youOur builder (see attached letter) analyzedthe product, upon its retum, and stated unequivocally "the mattress feels the way itshould and has no defects"The mattress meets all industry standards and is notdefectiveWe understand that mattresses may not provide the comfort level necessary forall customers, but that reason alone is not enough to deem the mattress defective.For our failure to provide a detailed written return policy to you at the time of thepurchase, Millets Furniture is offering to return all monies for a total of $335.79.Thank you

In
regards to Ms***'s complaint--she purchased a mattress set on
April 24, and asked for the mattress set as soon as possibleWe
called our Amish builder who graciously agreed to build her mattress
set as soon as possible and we picked that mattress set up on May 5,
2015; we then
delivered the mattress set to Ms*** on May 7,
When
delivering the mattress set, the delivery team found that the
customer's existing bed frame would not accommodate our standard
sized mattressMs*** insisted that Miller's Furniture make a
second delivery on the same day to bring her a standard-sized metal
bed frameMiller's Furniture agreed to this resolution and followed
through by returning to her home later that day with the bed frame
Our
mattress builder recommends that each customer sleep on the mattress
for days to allow their body time to adjust to the
new feel of the mattress setMs*** did call and express her
disappointment in her mattress after two days of use (May 9, 2015);
however, the personnel present at the store were unable to
immediately take action without consulting the owners--who were
attending to personal mattersOn May 12, 2015, one of the store's
owners were able to make contact with Ms*** and explain the
mattress builder's recommendation, however Ms*** declined to
accept this recommendation and insisted upon immediate removal of her
mattress due to perceived product flaws
Ms
*** verbally agreed over the phone to the following terms with one
of the store's owners: Miller's Furniture would retain a percent
restocking charge for the returned mattress and then Ms*** would
pay us with a check for the additional picharge of $(plus
tax)We picked up the mattress on May 15th
and our delivery drivers handed Ms*** a refund check for the
amount both parties had agreed uponMs*** reneged on her part of
the verbal agreement and refused to pay for the additional delivery
chargeMiller's Furniture decided to mark the issue as closed and
declined to pursue any further action
Thank
you,

*** *** sent her husband alone to shop for furniture for their living roomUnfortunately she did not like the selection that her husband madeThere is absolutely nothing wrong with the merchandise (as noted on the delivery when the customer signed that the merchandise was received in good
condition)She simply does not agree with her husband's color selectionClearance merchandise is priced exceptionally well because it takes into consideration that there will be no additional service or returns allowedThese items are sold "as is" and are always final sales.This is the response that I sent to Mrs***: "It is unfortunate that you are unhappy with the color scheme that your husband selectedUnfortunately all clearance sales are final as specified on the backside of the sales orderWhile we normally charge a $design fee to make house calls, because we wanted you to be happy with your purchase we waived the design fee to send an experienced, qualified designer to your home***, the designer that your husband worked with in the store and the same designer that came out to your home, addressed each concern on the list (written by Mrs***) that your husband providedShe gave her honest opinion that the furniture selected coordinated well with your home and made some minor, cost-effective suggestions that you could make if you are still unhappy with how the overall design looks(Please note that while Mrs*** was the only one unhappy with the purchase, she was not present at this meetingAt this point in time, based on the comments he made, Mr*** was still pleased with his decision.) In the future if you are looking for a custom furniture floor plan, it would be best to consult a designer before making a purchase so that they can incorporate both you and your husband's furniture style into the design scheme and to work in any existing furniture or design elements that are important to you. If you had selected custom furniture of this same quality you would have paid significantly more than the clearance prices that your husband received(Mrs*** noted that she was frustrated that the furniture did not look as if it was "custom made to go in the space.")Given that you are not a design client and that the merchandise was purchased on clearance, *** is unable to make any more design suggestions(Mrs*** had asked for additional (free) design advice.) Again because we want to avoid unhappy customers we NEVER pressure customers into a purchase, as such we do not make any exceptions to our policies. We firmly believe that our policies are fair and clearly-stated."Terms as stated on the sales invoice (which the customer has a copy of). CLEARANCE MERCHANDISE - There will be no returns or exchanges of clearance merchandise. Such sales are sold “AS IS” and are always final.The customer has signed a confirmation of the sale and signed that the merchandise was received in good condition(Copies attached.)As you can see the terms are very clearly stated. It is unfortunate that the Revdex.com has been dragged into an issue of spousal difference of style

To clarify, I did not send my husband to shop alone for furniture I was out-of-state visiting my family in southern Illinois Prior to that holiday weekend, my husband and I had spent several hours over several weeks searching for a new sofa together having traveled to Sheboygan, Fond du Lac, Plymouth and West Bend furniture stores My husband thought the furniture from Miller’s would look nice in our family room and wanted to surprise me He was not aware that he was purchasing “clearance” merchandise Rather, he thought it was part of a Labor Day weekend sale He did not learn that it was “clearance” merchandise and that he could not return or exchange the furniture until the day after it had been delivered. At no time did we indicate that their employee, *** was a “high pressure salesperson” The issue at hand is that the company’s clearance sale policy was not communicated to my husband prior to the purchase and was only visible on the back side of the receipt after the sale was final We feel that consumers should be aware of Miller’s non-returnable policy on clearance merchandise before making a purchase which is why we filed the complaint. As for the furniture itself, the pieces do not coordinate with our existing fireplace which is the main feature of the room Specifically, the color and vertical design of the striped chair does not work with the color and horizontal layout of the brick In addition, the entire back side of the chair is faded, a flaw that was not disclosed to my husband by the salesperson prior to the purchase.We utilize our family room every day We need furniture that is pleasing to look at as well as durable and comfortable We have waited two decades to purchase new furniture and now feel as though we have been taken advantage of We have a small house and no other place in our home to use these furniture pieces We even tried to purchase a slip cover for the chair but could not find one that would fit Given that the only obstacle is their company clearance policy, and the fact that my husband was never made aware of that policy at the time of purchase, we feel that the owners should be willing to exchange or return the furniture

It is unfortunate that you are unhappy with your purchase If at any given time when a sale is being written up a customer expresses any hesitance, we are upfront with regard to our return policy and will go over it in detailWe do not however assume that a customer will have buyer's remorse and go through each and every point of the sales termsThat is why the terms are completely spelled out on the sales receiptThis is a common business practice for large ticket items which must be delivered to the customer's home.Terms as stated on the sales invoice: CLEARANCE MERCHANDISE - There will be no returns or exchanges of clearance merchandise. Such sales are sold “AS IS” and are always final.The term "clearance" was clearly stated on the front of the sales invoice and the customer signed a confirmation of the sale. With regard to "fading" of the upholstery, there was no defect of any kind that we were aware of prior to the delivery of the merchandiseIf there had been any flaw or defect that we were aware of we would have noted it on the sales orderFurther, all clearance merchandise is sold "As Is" and the customer signed upon delivery that the merchandise was received in good condition.While we strive to please all of our customers, we realize that it is not always possible to meet every request and since we are not willing to change our sales terms to accommodate a case of buyers remorse there is nothing more that we can do for you