Mission Living Furniture

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.
Regards,
[redacted]

Review: On 03/17/2014 at 15:59:53EDT I placed an order online of which the order number was 63062 for one [redacted] Nobility DELUXE Magazine Chair Side Table with finish Cherry_Red for $429.95. I entered a coupon code of GAD2014 and received a $21.50 discount bringing my total to $408.45. On 03/22/2014 they charged my credit card $204.22 for the initial deposit of which I had no problem with. When I had discussed the purchase with [redacted] who answers sales calls and customer service calls at ###-###-#### she told me that it generally takes 6-8 weeks to have the table manufactured and then to allow the time it would take to get to Iowa by UPS as she stated that is how it would be shipped. On May 21, 2014 I emailed [redacted] at customer service and told her she needed to get back to me on the order because I had left two messages on her voice mail only to never get a reply. On May 22, 2014 she emailed me back telling me the table would be boxed up the next day and then go out UPS. I thanked her for getting back to me on the same day. On May 29, 2014 I emailed [redacted] at customer service again to tell her that no furniture had arrived. She replied the same day saying she rejected to top of the table before they boxed it up and said she would go check on it the next day. I never heard back from her. On June 4, 2014 I emailed her again at customer service and restated she had told me when I ordered it it would take 6-8 weeks and whatever the travel time was from UPS from the factory to my home in Iowa. At that time it had been ordered approximately 11 weeks prior and I requested she at least answer my emails so I knew when it would be coming as I was going in on June 9, 2014 for back surgery. I again received no reply. On June 12,2014 I emailed customer service again and demanded some sort of answer and told her she has the worst customer service I had ever experienced from a company and explained if I did not hear from her by email or phone call I would have no choice except to contact the Revdex.com. Since I have not had any response today I felt it is necessary to get the complaint filed.Desired Settlement: I want the product that I ordered as the furniture should be of good quality. I would also like for customer service to not ignore my requests as I have waited way more than the 6-8 weeks I was told it would take. I have no problem with the price if I am delivered the piece of furniture in excellent shape. I just need this company to be responsible and if there is going to be another delay tell me or else get my furniture to me and I will gladly finish paying for it

Consumer

Response:

Dear [redacted],

I sent an email to the Revdex.com last week on 6/24/14 referencing complaint number ID [redacted] that the company followed through and the end table was delivered that day. I am satisfied with the product and came in excellent shape and I apologized to the company for having to file the complaint but told them I felt it was necessary to get some action from them. I could not have expected a better resolution and their product is excellent and therefore I am asking you to end the complaint as it has been satisfactorily resolved.

Thank you so much for your help. I do believe MissionLivingFurniture.com is an excellent company but somehow they just weren’t getting this order shipped out.

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.

Regards,

Business

Response:

The customer recieved his table last Tuesday and responded back to me with this following email;

"

----- Original Message -----

From: "[redacted]" <[redacted]>

To: <[redacted]>

Sent: Tuesday, June 24, 2014 3:39 PM

Subject: Enquiry [redacted]

> We ordered a CM1721 Nobility Deluxe Magazine Chair Side

Table from Mission Living and it arrived today. It is absolutely beautiful and

the quarter sawn white oak really brings out more beauty. It is very well made

and when we do need more furniture we will go to your site as the quality is

definitely there. And [redacted], thank you for putting up with us when asking so many

questions and for all of your help. I would definitely recommend

MissionLivingFurniture.com if you are looking for quality and well built

furniture.

>

> Sincerely,

> [redacted]

Review: I ordered furniture from Mission Living Furniture on 3/3/2014 and was told it would be delivered by 5/12/2014. I have called the business number for the last three days and all I get is a recording to leave a message. Nobody is getting back to me at all. I have paid for half of the order and would like some response on the matter now.Desired Settlement: Mission Furniture hasn't lived up to their agreement so I would like my payment refunded.

Business

Response:

I did make contact with the customer and he did receive his furniture. He required 2 end table at a custom size and I am getting those made for him now.

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.

Regards,

On March 3, 2014, I ordered the Glacier Falls 3 Bay Mission China Cabinet from Mission Living Furniture in San Diego, CA. It arrived today, May 19, 2014, and I am excited that it is even more beautiful than I imagined. Ann has been very responsive to all of my phone and email inquiries. Because my experience with Mission Living Furniture has exceeded my expectations, I highly recommend this business to anyone. In fact, I have already called my family members with high recommendations.

Review: Made initial inquiry with company on 5/19 via email, no response. Resent inquiry 5/27. Successful communication regarding order followed. 6/5 sent email to give go-ahead w/ custom order for stereo cabinet. No reponse. Resent 7/5 to see if order request received. 7/9 received confirmation. Sometime around same date called to give Sales/Customer Service department notification of vacation plans so delivery would not be attempted during that time. While on vacation had intermittent access to internet/email. Found an 8/12 email stating delivery was scheduled WHILE WE WERE GONE. Wrote & said no, that wouldn't work & then 8/15 received email that it was too late, the truck was on the way & asked if a neighbor could receive/intercept the order (not an option). Same date received another email stating truck hadn't left & delivery was stopped. Since then have sent MANY emails, 99% unanswered, as well as leaving MANY phone messages regarding resurrection of delivery with roughly 1% response. During all this frustration I did see at one point a 25% discount/sale on their website & asked if as a goodwill/PR gesture due to all of the above, be applied to my order to which [redacted] did agree. 8/13 she finally charged $500.66 to our CC. As of this week (8/22) I have made a conscious attempt to leave either a day email &/or phone call regarding delivery, so far, no response. At this point in this situation, I have actually tried to let my frustration show in calls & emails hoping to elicit some response but that has not had any effect on the lack of responsiveness on the part of Mission Living Furniture's Sales & Customer Service units.Desired Settlement: Timely response to email & phone messages regarding delivery of our order as well as written confirmation & a revised sales receipt reflecting the charge to credit card, a 5% sales discount Ann gave due to an error on her part of initial sales order calculations as well as honoring the 25% sale discount mentioned above & final balance. Would like confirmation of successful delivery within next 2 weeks, maximum. Lastly if not out of Revdex.com jurisdiction/responsibilities, would like to have the company either boost sales & customer service personnel to handle all inquiries from future & current customers in a timely fashion or recommend appropriate customer service practices, or recruit new staff better qualified to handle all aspects of what should be considered good to excellent sales & customer service protocol.

Business

Response:

The customer was not available the original day of delivery. The Manufacture had planned on bringing the customer the item when they arrived back into town and have been busy and unable to do so. I have been contacting [redacted] for pick ups and they haven't been coming to pick up. Today 9/30 they are finally here and picking the item up. I told the customer I would not charge the balance of 500.66 for all the problems and delays. Thus she's gotten a 50% discount on the custom piece she ordered. I will forward on over Tracking Information once its available.

Consumer

Response:

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.

I have selected this option of not accepting the response made by the business as this situation will not be acceptable until the item ordered has been received. So although the fact of contacting the Revdex.com has elicited a response from the company, I believe the Revdex.com must still be involved to help continue to receive communication and updates on the status of the order from the company. We did receive an email from them stating they'd waive the balance of the cost which is much appreciated given the situation. However to clarify one statement made by the business regarding the attempt to deliver the item, they were notified roughly a month in advance of the fact we were going to be on vacation & provided them with the dates, which must have gotten lost in the shuffle and/or not entered their customer database/current order status, the attempt at delivery while we were gone was unfortunate. Once confirmation of delivery with date and approximate time have been received and the order has been received, I will be very happy to check that I accept the response from the business to resolve the complaint.

Regards,

Review: I ordered a square table and 4 chairs on September 3, 2013. Delivered to me on November 7, 2013 was a round table and 4 chairs. I have asked Ann at the company several times to correct this issue, and get almost no response. I have left several voice mails and sent several e-mails and was told that they would send me a new table top - and that I would have to find a furniture repair place locally here in Ann Arbor to get it installed on the base and that would somehow be faster than ordering me a new table altogether. To date, I have heard nothing back - no response to my e-mails or voice mails and no new table or table top has been delivered. Taking 5 months for this is ridiculous.Desired Settlement: I want the table I ordered that has a square top. I do not want a table top that I need to spend time and energy finding someone to install for me.

Review: While it has been several years since my last order from this company I have ordered from this company with good results. When this order was placed I was promised a product that matched earlier pieces in color and finish. Previous pieces were satin finished; this order was finished with a gloss finish. Previous pieces were extremely smooth; this order was very rough with two areas of damage to the top surface. Previous pieces were tightly joined; this order has substantial separation between the table top and the frame and between the legs and the leg supports.Previous packaging was tight and sturdy; this package arrived falling apart. The order arrived without notification or paperwork and was filthy. In short this order was completely unlike earlier experiences and probably came from a different manufacturing source. The company does not respond to phone or email requests for assistance but was very quick to bill for the product. Lousy experience from what I suspect is a new and incompetent company pretending to be the company I previously did business with.Desired Settlement: Refund my money and arrange to have this very poor quality product picked up for return to the selling company.

Business

Response:

A credit will be issued to the customer for the table. A new table with a not so glossy sheen of varnish will be sent to the customer and swapped out for the original one he's received. The manufacture has switched stains and varnishes to comply with the constant changing CA Laws on VOC contents in the products. Many apologies'.

Consumer

Response:

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,

I have explained in voicemail and email that the defects were more numerous than simply varnish sheen. The table was poorly assembled (the joining of legs to supports and the leg assembly to the base), the table top had two small areas of damage, the varnish coat was contaminated with debris, the table was filthy and the packaging inadequate. When the transaction is complete I'll be glad to agree this is resolved but until acceptable product has been delivered or a full refund is issued I would request this case be left opened. We should close on the basis of acceptable action not promises.

Thanks,

Review: I ordered a 3 pc Bungalow Dining set on April 11, 2014. On or about May 8, 2014, I called for more information regarding delivery as the stated time frame was shipment would be made in 6-8 weeks and I was going on vacation May 16th. I was informed that the estimated ship date would be June 3rd. On or about June 1st I began calling each day and leaving voice messages about when I could expect delivery. I sent an email on June 6th and received a reply on June 12th saying they were working on the delivery schedule for the dining set. On June 19th, the remaining balance (half at time of order and half at time of shipment) was deducted from my bank account. I received a call from Ann asking if I was going to be home on Saturday, June 21st so that the set could be delivered. I affirmed that I would be home. No delivery was made. I called and left a voice mail (no one answers the phone) and sent an email. Ann said she never received a confirmation call about delivery from the carrier and that the table MIGHT be delivered the following Saturday, June 28th. I responded that this was unacceptable and that I wanted to speak with the owner. I have tried several times today to reach Mission Living and no one is answering the phone. I feel that since they have been paid in full, I should have received a firm delivery date from them so I can plan accordingly.Desired Settlement: I expect that I receive a call from the business with a firm delivery date that is mutually agreeable. I also expect an apology from this business for their lack of clear communication. And finally, since I had to cancel clients last Saturday, thus loosing income, in order to be home that I receive a reasonable credit for time and trouble due to their inability to meet set expectations - namely delivery of merchandise.

Business

Response:

The customer did receive her furniture on June 28th from the Manufacture themselfs.

Consumer

Response:

Mission Living fronts for the manufacturer and does not communicate with customers. Calls are not answeres, voice and e mails are not rsponded to. Driver was to be here between 3 and 5 Pm but did not show Iip until after 7. Iam still waiting for an apology for wasting my time the prior weekend, especially since I lost income due to rescheduling my clients in order to be at my home.

Regards,

Review: Ordered furniture -1 desk, 1 file cabinet on 9/13/13 - order #1458. No delivery to date, no contact from shipper, all requests for status on order result in missionliving.com saying the furniture was shipped and shipper should have contacted me (on multiple occasions). I have no confidence that this furniture will be delivered (in expected condition). I have filed a billing dspute with American Express #[redacted] which only covers $949.95 (billed on 12/13/13). The $949.95 billed on 9/26/13 is inelible for billing dispute due to age. I am requesting a full credit for the $1899.90 billed to my american express card for this breach of contract. The customer service dept has been very unresponsive, and shows no sense of urgency with this matter.Desired Settlement: Full refund for the $1899.90 charged to my credit card.

Business

Response:

Good Morning,

I got a letter yesterday with the complaint against us and our customer [redacted]. Yes the customer has yet to receive her items on account of the shipper hep-direct. But I would also like to send you this. Its a copy of an email thread between Myself and the customer who wanted her items the last week of December. I'm not sure if this delayed anything but I agree the desk should have been delivered already.

Thank you!

-----Original Message-----

From: Mission Living Furniture [mailto:[email protected]]

Sent: Tuesday, December 03, 2013 10:44 AM

To: [redacted]

Subject: Re: status on Sales Order [redacted] from Mission Living Furniture

The shipper will call you to make arrangements of delivery and at that time

inform them of the best dates for you for delivery. The website shows an eta

of Dec 12th but they will hold the items for up to 30 days at no charge.

--------------------------------------------

On Thu, 11/28/13, [redacted] <[redacted]@verizon.net> wrote:

Subject: status on Sales Order [redacted] from Mission Living Furniture

To: [email protected]

Date: Thursday, November 28, 2013, 6:32 AM

Hello --- can you give me an

update on the status of the desk I ordered? My credit card was charged 50%

of the price in September. If possible, I'd like delivery the last week of

December 2013 --

Please advise,

Thanks,

[redacted]

-----Original Message-----

From: [email protected]

[mailto:[email protected]]

Sent: Thursday, September 19, 2013 12:45 PM

To: [redacted]@VERIZON.NET

Subject: Sales Order [redacted] from Mission Living Furniture

Dear Customer :

Your sales order is attached. Please review the list of items on order.

Thank you for your business - we appreciate it very much.

[redacted]

The manufacture is the one who deals with the shipper directly as all my items I sell are drop shipped from the manufacture to the customer. Up until the last few months, hep-direct has been really delayed on all my shipments and not being very informative. I have customers who's product was shipped BEFORE thanksgiving just now almost 6 weeks later getting their items. I've had numerous cancelations and chargebacks on account of this shipper. I do what I can to get all customers information so they are in the loop. Again lately we've been left in the dark by the shipper. I've had many customers as well call hep-direct directly and get no response back from them as well. I will not be using hep-direct again as the frustration and delays on delivery have really lost my confidence with them.

As of yesterday when I tracked her items, the shipper has made contact with the customer ([redacted]) and set up a delivery day and time. Going forth, the customer will get her items, very delayed but the items were shipped back on Nov 14th.

Thanks

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted]. The furniture was delivered on 1/23/14. There were several issues with the delivery -- missing bolts for the desk that prevented the desk from being assembled, (missionliving agreed to ship them), file cabinet rails that do not fit the drawer (too short), plastic bag stapled to inside of file cabinet (damaging the interior), and overall poor quality (gaps between wood pieces on underside of desk). All of these have been sent to missionliving.com in emails with photos of these issues. Missionliving.com has agreed to adjust the total purchase price to the current reduced price advertised on their website for these items as I suggested as a gesture of good faith considering all the problems with this order. I appreciate them agreeing with this, and they have charged my credit card accordingly. I hope to get the missing bolts and file cabinet rails as promised. At this point, you can close this issue as (mostly) resolved.

Regards,

Review: We ordered our furniture on March 8th and paid for half of it on a Mastercard at that time. I believe the amount was $359.95. We have tried to reach the company and have left numerous voice mails and one email. On May 28th I received a call and a voice mail from the company in response to my leaving a voice mail that the chairs we ordered would would be shipped on Friday May 30th. They asked that we update our credit card information. I have called back numerous times and have never spoken to anyone. I have left many voice mails asking for them to return my call. I cannot get in contact with anyone and they have had our money since the beginning of March.

We have successfully dealt with this company before but are afraid that they have gone out of business and have left us without our product or a refund.Desired Settlement: We would like our chairs delivered to us OR a refund for the money paid.

Business

Response:

I notified the customer that the chairs were on their way to the Plycon Transportation IL terminal last week and I would not request payment on their balance until after chairs arrived. As of June 28th they arrived at the Terminal in IL. Plycon is scheduling the delivery as we speak and will be in contact with the customer this week for a delivery date and time.

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.

Regards,

Review: Furniture was ordered in February with promised delivery date of "end of March to mid-April." It is now May 1st and the furniture has still not been delivered. In addition to non-delivery; customer service has not responded to either telephone calls or e-mails. My last contact with them indicated that delivery would be in mid-May which seems inordinately long as they have charged my credit card.

One half of the purchase price was paid in February; they charged my American Express card for the second half on April 25th. I have contacted American Express and they are going to attempt contact in the meanwhile, they are holding payment.Desired Settlement: My preference is delivery of the order - ONLY if the quality is as expected; if not, I will not accept delivery. In addition I feel that delivery should include set up in my house as the web-site indicates.

Business

Response:

My apologies for the delay In responding, this was in my spam box. I am aware of the problems that have been brought forth with this customer. I and the manufacture tried for 2 and a half weeks to get the shipper down to pick up. I got fed up with it and get directly to dispatch and got on the board for the next day pick up. I did issue a credit to the customer and delivery is set for today 5/15.

Consumer

Response:

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.

Actually all she does is give excuses. The furniture FINALLY arrived approximately 6 weeks late. HOWEVER, it did not arrive with all of the needed hardware. I went to the hardware store and purchased the needed materials to attach the mirror to the dresser - the movers just left it standing on the dresser where it could have fallen and shattered. The issue is the needed hardware for the lateral file & file drawers in the desk - it's missing & I cannot fine anywhere to purchase it. Again, all I'm getting from Mission Living Furniture are excuses. The files are not functional without these pieces; I am told by MLF that I am not the only customer with this problem. Why, I ask, was the merchandise even sent out without the proper hardware? As I have said, it has now been over a week since I informed MLF of the missing hardware and if I get a response, it is an excuse . . . no action.

Regards,