Moores Furniture

Dear Heather Ortiz [redacted] purchased a [redacted] sofa, chair and swivel rocker on August 2, and was delivered September 12, She contacted our Limerick store June 18, regarding an opening where the attached back cushion is on the swivel rocker There are many things that can cause seams to open on attached back cushions Manufacture warranties do not cover labor costs Moore’s Furniture will send out a technician but there is a fee of $per hour SincerelyChristina SOffice ManagerMoore’s Furniture

August 22, Enclosed are copies of the customer’s original invoice and delivery ticket which [redacted] signed On the original invoice under item where it states about imperfections or damages it states that claims must be submitted within days Also on the delivery ticket [redacted] signed that items where free from damage at time of delivery and that she examined the merchandise delivered on this order and find it satisfactory as to condition and quality except for items noted and there was nothing noted Christina S Moore’s Furniture

March 31, *** *** purchased a two piece sectional on September 14,
and was delivered September 19, 2013.
He called on January 3, regarding problems with the cushions. We sent our service technician out to inspect
the pieces on January 29, since the
pieces were under one year old. He determined we should order new seat
cores. These are the same cores as the
items on our floor. After the cores came
in we went back out to install the cores.
The customer then called again on January 23, saying the cores were
going flat again. The manufacture’s
year warranty only covers parts not service fees. Moore’s Furniture (as most company’s) only
service items for a one year period without a fee. The customer was informed to order more cores
there would be a $+ tax processing fee and they would need to pick up the
cores when in. As for replacing the
cores for an upgraded core or the piece that would be up to the manufacturer
and since it is only the cores that would be all they would approve to be
replaced. And as stated before the
manufacture only covers the parts not service fees. Sincerely Christina S*Office Manager

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because: No where in the warranty given to me when I bought the furniture does it say I have to PAY for warranty service, At no time when speaking with the sales person who explained the warranty,was I told it would cost me $an hourAs I tried explaining, this is stiches missing,they were never there, they missed them at the manufacturer.
All I want is someone to fix itI bought this in good faith, you omitted the fact that you charge a fee,for any warranty service and if I have to pay, its really not a warranty is it? sounds like advertising on your part and temple furnitures part, Have you read the warranty? If you cant resolve it here my next step is the pa atty generals office with a consumer complaint.
Regards,
*** ***

Dear Revdex.com,The customer's complaint is that the fabric is pilling Pilling is not considered a defect, is completely normal, is not covered by manufacturer's warranty and does not affect the anticipated life of fabric This characteristic is a part of wear and tear on textile
products While most consumers are used to pilling on their clothing(formation of small fuzzy balls on the surface of a fabric) they do not anticipate it on their upholstered furniture, but it is the same thing We have gone above and beyond to help this customer by shaving the sofa fabric for her two times(once at the manufacturer and once in her home)which is what is suggested by the manufacturer and is done as a kindness to the customer although not required , but it does not seem as though she can be satisfiedWe have also made her aware of the "transfer" we found which is fibers from their clothing and their dog coming up through the upholstery fabric which were seen as pink and black hairs when the sofa was manufactured in a neutral light fabric.5/17/picked up her sofa, provided her with a loaner sofa, and had it sent back to the manufacturer-*** *** of Berne Indiana for inspection and review and they shaved it as a courtesy to the customer7/26/our service rep went to customer's home and shaved it again as another courtesyThere is nothing wrong with the sofa and we have done enough on our end to "try" to satisfy her.Please see the manufacturers guidelines on pilling which I have attached.Sincerely,Heather M***

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because 1. What does the warranty cover? This is in a place you would not look, its not damage, stitches were missed.Temple missed it you missed it. Or maybe you knew it was there.Regardless, this is a defect. I am almost 80 years old and have cataracts,I bought this in good faith, all the info you gave me says there is a warranty, There are a lot of people who will not shop at your store if you do not stand behind your merchandise. I could see if it was say on the cushion or the arm, this is hidden, and temple should pay you for it ,Do you have a copy of the warranty? I will fax it to the Revdex.com. no where does it say I have to pay anything. It states "Our warranty is valid only if the furniture has received normal usage and has not been subject to abuse. it also mentions factory defects, which this clearly is. But how would you know you did not even bother to look at it. The gal in repair was rude. But you were sure nice when you wanted my buisness.I am also going to file against temple.  You are truly making me regret the day I walked into your store.  
Regards,
[redacted]

August 22, 2014
Enclosed are copies of the
customer’s original invoice and delivery ticket which [redacted] signed.  On the original invoice under item 5 where it
states about imperfections or damages it states that claims must be submitted
within 14 days.  Also on the delivery
ticket [redacted] signed that items where free from damage at time of delivery and
that she examined the merchandise delivered on this order and find it
satisfactory as to condition and quality except for items noted and there was
nothing noted.  Christina S
Moore’s Furniture

Dear Heather Ortiz[redacted] purchased a
[redacted] sofa, chair and swivel rocker on August 2, 2013 and was delivered
September 12, 2013.  She contacted our
Limerick store June 18, 2014 regarding an opening where the attached back
cushion is on the swivel rocker.  There
are...

many things that can cause seams to open on attached back cushions.  Manufacture warranties do not cover labor
costs.  Moore’s Furniture will send out a
technician but there is a fee of $90.10 per hour.  SincerelyChristina SOffice ManagerMoore’s Furniture

Dear Revdex.com,I have worked with this customer and given them three options.  Return the bed for a full refund, have a store credit to reselect and the manufacturer of the bed that said it would work with their sleep number bed, but then it didn't once in the home offered them a 50% check to keep it...

it.  The customer has decided to keep the bed and receive a 50% check from the manufacturer.  I have also given the customer an itemized description of the bill that she asked for.  We have also scheduled a service call to her home for a scratch she said is in the side of the bed and a loos electrical outlet in the nightstand.  As far as I know this is complaint is completely resolved.Thanks so much! Heather M[redacted]

Review: On 3/3/13, I order just under $6,000 worth of furniture from a salesperson named [redacted]. The process began great, but slowly deteriorated. The computer system used at this company is very dated, so [redacted] had to manually add the prices of each piece of furniture. Her addition was wrong and I, a customer, had to double check her work. I asked for the furniture to be delivered on 4/13/13. So she wrote on my receipt (invoice [redacted]) "need Saturday 4/13/13". Delivering on a Saturday was not a problem, [redacted] informed me. And the next day, 3/4/13, she called to tell me that I would be getting free delivery. Fast forward to Friday 4/12/13. I am moving into my new house - I am a first time home buyer. I got rid of all my old furniture as it was pieces that belonged to my father when he was a bachelor some 30 years ago. New house, new furniture from Moore's. I am expecting to receive a phone call on Friday from Moore's telling me what time my furniture would be arriving the next day. I am waiting and waiting for this call. The store closes at 9PM on Friday, so I wait until around 6PM to call them and find out when the furniture would be coming. 1) The [redacted] location, where I bought the furniture from, told me to call the [redacted] location as they handle delivers. 2) I do so. And the woman I spoke to had no idea what I was talking about. My name was not on the delivery list and refers me back to the [redacted] location to settle this. 3) I do so. And I am told by my salesperson [redacted] that one piece of furniture was not available yet, it could take another 2 to 5 weeks (as it was 6 weeks since I ordered and they expect all furniture to be ready in 8 to 11 weeks). [redacted] then informs me that they do not keep track of requested shipping dates, that I can not cancel my order, and they do not place phone calls to customers until all pieces of furniture are ready to ship. I had no idea whatsoever that I would not be receiving my furniture on 4/13/13 like I requested and believed was no issue at all. Not once during the sales process did [redacted] inform me that I might not be getting my furniture on 4/13/13. If she told me this during the process, I would have shopped elsewhere or requested a guarantee on delivery. As a result, I have to sit on a beach chair in my living room because I have no furniture in my first house. On 4/14/13, I call the [redacted] store to talk to a manager to cancel my order and get a refund on my 10% deposit. I am told that the manager, [redacted], was coming in at 1PM. I leave a message for her to call me. No response. I call her again around 3PM. She is not available - she is with a customer (I too am a customer). It is now getting close to the 6PM time when the store closes, so I decide to visit [redacted] in person. When I arrive around 5:30, she is standing in the front of the store, no customers around, watching [redacted] news on a TV. She said she was going to call me tomorrow (Monday 4/15). When I asked her to cancel my order and issue me a refund, I was met with much hostility. She pretty much kicked me out of the store after giving me [redacted]'s phone number to call - which was simply the phone number to the [redacted] location. I learned from the [redacted] store that only my salesperson, [redacted], could cancel my order. When I asked to speak with [redacted] would not let me find her (as she was with a customer ... again, I too am a customer). [redacted] then threatened to call the police if I did not leave when all I wanted to do was cancel my order and get a refund on my 10% deposit. Both [redacted] and [redacted] are extremely rude and unprofessional. Moore's altogether simply does not care about their customers. What is the point of asking when I want something to be delivered if, according to [redacted], the store does not keep track of that information? I have since gone to another furniture store and bought $6,000 worth of furniture. All I want is my ordered canceled and my deposit replaced since Moore's did not live up to their side of the deal. I bought furniture, asked for it on 4/13/13. This is documented on my receipt (invoiced [redacted]). This was positioned to me as not a problem and they even gave me free shipping. However, I was never informed that this delivery date would not be met. It's very unprofessional that the customer has to call to store to find out why the furniture isn't coming when expected. And even more unprofessional that when I try to cancel my order and get a refund, I am met with hostility and 'red tape'. I have since called the owner ([redacted]) at 1PM on Monday 4/15/13 and have yet to get a response to a message I left for him.Desired Settlement: Moore's has a responsibility to cancel my order and refund my 10% deposit as they did not meet their end of the contract we agreed to - $5,700 worth of furniture delivered on 4/13/13. Because the receipt says 'Need Sat 4/13/13', they should either honor that agreement or at least have the courtesy to contact me ahead of that date to let me know it will not be fulfilled. Because neither of these outcomes resulted, Moore's has a responsibility to issue me a credit for my deposit and cancel my order.

Business

Response:

Customer [redacted] came in and purchased a bedroom and living room furniture on March 3, 2013. A few of the items were not in stock and needed to be ordered. According to the salesperson [redacted] when the customer requested delivery on Saturday 4/13/13 she said she couldn't promise it but should be ok. As it states on the invoice [redacted] that the customer signed agreeing to the listed conditions under #2 we cannot be held responsible for factory or shipping delays beyond our control. All shipping dates given are approximations based on deliveries from factories. The pieces were not in yet therefore the delivery was not confirmed for that date. After the customer called the [redacted] store on 4/14/13 and the store manager wasn't in yet [redacted] from our office in [redacted] called the customer around 1:00 offering delivery for first thing Tuesday morning. This was unacceptable to the customer. The owner did call the customer on Tuesday to discuss the situation and policy. He told the customer as it states on the signed invoice under #6 deposits are not refundable and in the event a customer refuses to consummate a sale, deposits will be retained by Moore's for liquidation.

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because:

When I placed my order with [redacted] on 3/3/13, I was led to believe that I would receive my order on 4/13/13. [redacted] never told me I should have come in earlier than a month and 10 days before the needed delivery date. She even wrote on the hand written receipt Moore's utilizes that I 'need Sat 4/13/13'. If this delivery date was not going to be met, Moore's should have contacted me prior to 4/13/13 explaining the situation. Instead, I, the customer, had to contact Moore's and find out if / when my delivery would be coming. When I spoke to Kathy on 4/12/13, she informed me that Moore's does not keep track of delivery dates. Instead, when all the furniture is in stock, that is when the customer is contacted. Why does Moore's even ask the customer for a desired delivery date if they do not keep track of it? Kathy informed me on that 4/12/13 phone call that it usually takes 8 to 11 weeks after the order is placed for it to arrive and be ready for shipping. If I had known this piece of information on 3/3/13, I would not have ordered my furniture from Moore's as that 8 to 11 week window was unacceptable because it did not meet my desired 4/13/13 delivery date. But I did not know this on 3/3/13. Again, I was led to believe that it would be no problem to have my delivery on 4/13/13. Kathy informed me that it has been 6 weeks since my order and, therefore, it could be another 2 to 5 weeks until I receive my furniture. I could not wait 2 to 5 weeks to receive $6,000 worth of bedroom and living room furniture. Why? I moved into my first house on 4/12/13 and got rid of all my old bedroom and living room furniture during the move - passed it off to my brother-in-law - because I was under the impression Moore's would be delivering me brand new furniture the next day. New house, new furniture. However, since [redacted] misled me in the spirit of making a sale, I was forced to sit on beach chairs in my living room and purchase my furniture from a competitor who promised delivery on Tuesday 4/16/13. And the competitor followed through on their promise. Buying furniture from another store with delivery on 4/16/13 or wait up to another 5 weeks for Moore's to follow through on their promise was a no brainer to me. Not once when I spoke to [redacted] on the evening of 4/12/13 did she say that my furniture could be delivered 'first thing Tuesday morning'. Instead, she told me it could be another 2 to 5 weeks. I do not appreciate Moore's referring to their 'not refundable' deposit policy when their sales people make false promises. These same sales people also immediately forget customer service the minute the customer walks out of the store and they have a deposit in hand. A simple phone call prior to 4/13/13 or 4/12/13 explaining the situation, explaining how the furniture is not in yet, could have avoided this whole situation. Instead, as [redacted] informed me, the store does not keep track of requested delivery dates. They take requests and even write them on receipts. But they do not track them, let alone give customers updates on any changes. I should have known shopping at Moore's was a mistake when [redacted] needed to use a calculator to manually add the prices of the items I bought to create the receipt. Her initial calculations were incorrect and she needed to use white-out to cover her mistakes. Then I had to double check her math. Clearly, Moore's is an antiquated business with not only it's receipts, but also it's customer service and policies. Promise a delivery date, take a 10% deposit, then forget about said delivery date, and when it is received late, keep the deposit and say "look at bullet point #6 on the receipt". Bullet point #6 gives Moore's a license to steal and is unfair to customers who place their trust in them. How on 4/12, I am informed I will receive my furniture in 2 to 5 weeks and then on 4/14, I am informed I can get my furniture delivered two days later blows my mind. Clearly, not all employees at Moore's are on the same page here. And the customer service has much to be desired. For example, I called [redacted], a manager, at the [redacted] store two times on Sunday 4/14 and left her messages both times. She never responded to my calls, so I was forced to drive to the speak to her in person. When I walked in, she was standing in the empty show room watching [redacted] on a television. It is clear that Moore's does not care about their customers, makes promises that they cannot keep, and falls back on their 'not refundable' deposit policy when issues caused by their own employees arise. All they care about is making a sale, and this is not fair to their customers. Therefore, for these reasons, I reject Moore's response and request my deposit to be returned. This issue was caused by [redacted]'s promised delivery date not being met and her lack of telling me I can receive my delivery on Tuesday 4/16 (three days after my requested date). Instead, she misled me by saying it can be another 2 to 5 weeks. This lie forced me to purchase my furniture elsewhere and allowed Moore's to refer to their 'not refundable' deposit policy. If [redacted] did not lie throughout this process, then I would be enjoying my Moore's furniture tonight. Her lies and broken promises entitle me to a refund of my deposit. Thank you.

Regards,

Review: I have been trying since June to resolve this. I bought a couch and 2 chairs from moores furniture. I paid $3453.48 cash. I am a senior citizen, and live alone so the furniture is rarely used. In June, I discovered , in a place you cannot easily see, a spot where the seam was not sewed at the time of manufacture on one of the chairs. I immediately called Moores furniture and spoke to my sales lady Kathy. The furniture has a 1 year warranty, which was pointed out to me by Kathy when I bought it. She referred me to moores repair department, I called repair and was told I would have to pay $90.10 1 per hour by the person who answered the phone Stacy. I stated its still under factory warranty, she rudely stated if I had contacted them 2 weeks after purchase then yea. I explained a few stitches were missed in a place where you would not see it, I happened to put my hand on that spot and my finger went in the hole. She then stated few times $90.10, 90.10. I called my sales lady back she gave me an email address for the manufacturer Temple furniture, there is no phone number for them. Kathy stated she will also email them. Kathy also called the repair department at moores. 3 times and as of July 12th I had no response from temple. I advised via email I would be contacting the pa. atty generals office over this matter. July 14th, Dana O[redacted] from temple emiled me stating all warranty claims go thru moores. stated she will contact store. July 15 Dana states this will be taken care of. July 20th contacted Dana and explained no response from Moores. July 21st recieved a response from Stacy P[redacted] in customer service at temple. states she spoke wit tessie * m[redacted] and was filled in on their response to my "situtation" and temple cannot assist because my contract is with moores.and temple does not interfere with thei guidelines and told me to contact moores. I advised stacy that the warranty is their factory warranty, To date nothing has been done they are both giving me the run around. I have a warranty and no satisfaction. also no one has even looked at the problem.Desired Settlement: I want the repair made asap. and an apology. This is unacceptable and both places has horrible cust service

Business

Response:

Dear Heather Ortiz[redacted] purchased a

[redacted] sofa, chair and swivel rocker on August 2, 2013 and was delivered

September 12, 2013. She contacted our

Limerick store June 18, 2014 regarding an opening where the attached back

cushion is on the swivel rocker. There

are many things that can cause seams to open on attached back cushions. Manufacture warranties do not cover labor

costs. Moore’s Furniture will send out a

technician but there is a fee of $90.10 per hour. SincerelyChristina SOffice ManagerMoore’s Furniture

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because: No where in the warranty given to me when I bought the furniture does it say I have to PAY for warranty service, At no time when speaking with the sales person who explained the warranty,was I told it would cost me $90.10 an hour. As I tried explaining, this is stiches missing,they were never there, they missed them at the manufacturer.

All I want is someone to fix it. I bought this in good faith, you omitted the fact that you charge a fee,for any warranty service and if I have to pay, its really not a warranty is it? sounds like false advertising on your part and temple furnitures part, Have you read the warranty? If you cant resolve it here my next step is the pa atty generals office with a consumer complaint.

Regards,

Business

Response:

August 22, 2014Enclosed are copies of the

customer’s original invoice and delivery ticket which [redacted] signed. On the original invoice under item 5 where it

states about imperfections or damages it states that claims must be submitted

within 14 days. Also on the delivery

ticket [redacted] signed that items where free from damage at time of delivery and

that she examined the merchandise delivered on this order and find it

satisfactory as to condition and quality except for items noted and there was

nothing noted. Christina SMoore’s Furniture

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because 1. What does the warranty cover? This is in a place you would not look, its not damage, stitches were missed.Temple missed it you missed it. Or maybe you knew it was there.Regardless, this is a defect. I am almost 80 years old and have cataracts,I bought this in good faith, all the info you gave me says there is a warranty, There are a lot of people who will not shop at your store if you do not stand behind your merchandise. I could see if it was say on the cushion or the arm, this is hidden, and temple should pay you for it ,Do you have a copy of the warranty? I will fax it to the Revdex.com. no where does it say I have to pay anything. It states "Our warranty is valid only if the furniture has received normal usage and has not been subject to abuse. it also mentions factory defects, which this clearly is. But how would you know you did not even bother to look at it. The gal in repair was rude. But you were sure nice when you wanted my buisness.I am also going to file against temple. You are truly making me regret the day I walked into your store.

Review: On 12-Jul-2013 we purchased a 3 piece "malibu' sectional with the fabric Romance Java from the [redacted] store location. On this date we paid a $655.00 deposit. On 07-Aug-2013 the furniture was scheduled for delivery to our house. At the time of delivery it was identified that the fabric on the RAF Corner sofa was lighter than the fabric on the LAF chaise lounge and armless sofa. This was identified to the delivery driver who subsequently contacted his superiors via telephone. Due the color imperfections we did not accept delivery on this product and it was returned to the store warehouse. The store's customer service department was contacted by us regarding this issue on 07-Aug-2013. On 08-Aug-2013, my husband, [redacted], visited the warehouse to further clarify the coloring imperfections that we noted in the product. The product was viewed under several lighting conditions nad the difference in coloring remained obvious. During this meeting my husband was informed that the store did not think there was a problem with the furniture and that they would do nothing further to correct the issue. We maintain that there is a problem with the color of the RAF corner sofa (fabric appears lighter than the two other pieces) and require further resolution. A certified letter was sent to Moore's on 09-Aug-2013 further detailing our complaint. This letter was received by the company on 10-Aug-2013; however, no reponse to the letter has been received.Desired Settlement: I would like the impefections with the product to be corrected so that all pieces contain fabric from the same dye lot and in the same direction so that the colors of the pieces match. If the store is not willing to do this, I would like our $655 deposit refunded.

Business

Response:

Attached is a copy of the letter I sent on August 16, 2013 regarding this complaint. It is my understanding it is resolved. Since the 16th the customer took delivery of their other furniture in which the deposit from the section was used towards.

August 16, 2013

Dear [redacted]

It is my understanding this issue is resolved with the customer as of August 14, 2013. Even though it is the opinion of the owner of Moore’s Furniture and the representative of England Company that the pieces are correct, it has been decided that the company will take the pieces back. [redacted]’s sale will be canceled and their deposit will be applied to the dining room set they have on order.