Murano's Furniture

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

Your attempt at a response with two sentences to simply "offer a full refund for the furniture at no cost" is laughable. It only goes to show that you clearly have no other excuse as everything you've said has been incorrect and contradictive. No kidding the offer is no longer available. I'm not looking for the offer to be available. I'm looking for what was to be in my possession the day I came in and said "Hey, we're gonna get taken care of by Murano's." And you did... but, boy, did you take care of us. Because as this back and forth has shown, it's always been about your way, not the customer's. Yeah... you took care of us.
And if, by some chance, I had the patience to deal with your company again face to face, to think that anything less than a full refund to take the furniture was an option, let alone any extra cost, you must have gotten a good shipment from Colorado cause that stuff has got you quite delusional.
Again, I implore you to take a Customer Service 101 course and learn how to treat your customers with courtesy and respect.
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

We regret that since the original invoice was canceled we are unable to give the voucher because that sale was voided. Our Store policy, as stated on the invoice, is all sales are final, no refund, no...

exceptions printed in bold. Even though it states this on the invoice, our customer service rep. made an exception and cancelled the sale. Unfortunately, when the customer made a new purchase we were not running the promotion of the voucher. Since the promotion was over before the purchase of the new set of furniture they were no longer eligible and they were not promised that they would receive the voucher.
If the customer is unhappy with their set then Murano's Furniture will pick the furniture at no charge and issue a full refund. We have given this option to the customer over the phone and in person. We apologize for the inconvenience that this may have cause.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:
I understand the response you keep on giving me. You've made it very clear
that you enjoy repeating yourself. I've heard you loud and clear over
the phone, in person, and now written in an email. It's been made quite
obvious that repetition is a big part of your company's ability to say
no without any clear reason. However, it is also a company's
responsibility to honor any of their advertisements and what is said by
their employees, error or not. At the time of sale, at the time of the 'original
invoice' that you insist on mentioning as the cause for the loss of
voucher, your sales rep took a good 10 minutes looking for a voucher to
give to us. At which point, he contacted his superior in regards to
where they were located. At that point, the superior (over the phone)
had advised that more would be ordered and we would be contacted. Now
follow me, for a moment, if you will. You mean to tell me that had we
been given those vouchers on that day, and then cancelled part of the
order, as we were told we would be able to do without penalty,
regardless if it's written in bold or not (and I'm glad you didn't bring
up the 30% restocking fee that is null and void in this point as that
states it only goes in effect if the furniture is delivered only to be
taken back), we would have to bring the voucher back? Obviously, your
company needs to reevaluate their customer service skills and retrain
everyone as business management 101 would clearly state, the customer is
always right. If an item is priced at 19.99, and by sheer error, it's
marked as 1.99, guess what? The company has to sell that item at 1.99.
Your
customer service is poor and degrading. As long as the customer goes by
what Murano's furniture wants, then you are happy. If we have just the
slightest issue or problem, you are quick to make the customer feel like
an enemy and will do anything to represent that just short of literally
spitting on us. Don't believe me, I would be happy to talk to the
gentleman who handled our cancel.
As a quite savvy internet
user, I will not stop until every corner of every website knows how
disgusting and despicable your company's values are. How you would greet
us at the door with a smile, but at a moment's notice, if the customer
would not go your way, you will just as fast turn your shoulder to us
and tell us that we're wrong, wrong, wrong. Bravo, Murano's.
The bottom line is, we spent the $777 that was advertised in your sale. We spent it on the day of the 'original invoice.' In fact, we spent $900 on that day. So you insisting that because it was cancelled, the voucher does not belong to us is a clear showcase that you want things to go your way and not the way of trying to keep a customer happy. Since that day, aside from the original salesperson, everyone at Murano's was being a bit evasive about the hotel vouchers. I would be quite surprised if any customers that came in that day got any vouchers.
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Murano's Furniture again apologizes for the inconvenience and the offer no longer being available. We are still offering a full refund for the furniture at no cost.

Review: On Memorial Day, May [redacted], 2014, my wife and I went to Murano's Furniture on [redacted] to purchase a couch for our new home. They had placed an advertisement in the weekly circular stating that when spending $777, you would receive a voucher for a two night stay at a Mariott Hotel. That day, we put a a down payment of $900 on two separate sets -- a three piece for the living room, and a sofa (with sofa bed added) and love seat. We were additionally informed by the salesperson that if, for any reason, we needed to cancel the purchase, it can be done without a problem. A delivery date was set for about two weeks after closing. Upon finally closing on the home and being able to start decorating, my wife and I learned that the three piece would not fit. We immediately went to Murano's and canceled the set but was still keeping the sofa bed and love seat, which totaled to just a little under what we had put down for everything, minus delivery. We paid the difference to cover the delivery fee and awaited out pieces.

When delivery was made, I was not given a voucher. I was told to call the office in order to receive it. The one person who could apparently assist me was on vacation. When she returned, she directed me to the [redacted] anyway, at which point I was denied the voucher. Reason being that when I ordered all the pieces, my receipt was made for that day -- the day that the promotion was going on -- and when I canceled half the order, I was given a receipt with a new date, thereby removing me from some 'list' that the vouchers were to be distributed from. At that point as well, I was informed that I shouldn't have been able to cancel my order, and in doing so, I was to be charged a 30% restocking fee as written by the fine print. Upon closer inspection of the fine print, it reads that the restocking fee would be administered if furniture was found to not fit in the household and would have to be returned to the warehouse/department store. The order was canceled two weeks after it was initially placed, and was about another week or so from being delivered from that point. I was given the run around repeatedly from everyone (except [redacted] who has been more than helpful and sincere) and was pretty much spoken down to and disrespected when I had to unfortunately cancel a piece that we actually did like and attempted to work to fit but could not find a viable solution.

I have worked in retail as many others have, and have unfortunately had to honor mis-priced and misrepresented advertisements as per the customer always being right. Being disrespected and pretty much shoo'd away is a disgusting display of customer service and a derogatory act and no one should ever be put through that by anyone.Desired Settlement: I would like the voucher consumers were promised as per the advertisement. I had to pay $777 on May [redacted] to be eligible, and I put down $900 on that date. The fact that a piece or pieces were canceled from an order has nothing to do with the Memorial Day advertisement. The initial order was placed on May [redacted]. The initial exchange of money was done on May [redacted]. Not honoring that is basically Murano's way of saying I was never there on May [redacted].

Business

Response:

We regret that since the original invoice was canceled we are unable to give the voucher because that sale was voided. Our Store policy, as stated on the invoice, is all sales are final, no refund, no exceptions printed in bold. Even though it states this on the invoice, our customer service rep. made an exception and cancelled the sale. Unfortunately, when the customer made a new purchase we were not running the promotion of the voucher. Since the promotion was over before the purchase of the new set of furniture they were no longer eligible and they were not promised that they would receive the voucher.

If the customer is unhappy with their set then Murano's Furniture will pick the furniture at no charge and issue a full refund. We have given this option to the customer over the phone and in person. We apologize for the inconvenience that this may have cause.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

I understand the response you keep on giving me. You've made it very clear

that you enjoy repeating yourself. I've heard you loud and clear over

the phone, in person, and now written in an email. It's been made quite

obvious that repetition is a big part of your company's ability to say

no without any clear reason. However, it is also a company's

responsibility to honor any of their advertisements and what is said by

their employees, error or not. At the time of sale, at the time of the 'original

invoice' that you insist on mentioning as the cause for the loss of

voucher, your sales rep took a good 10 minutes looking for a voucher to

give to us. At which point, he contacted his superior in regards to

where they were located. At that point, the superior (over the phone)

had advised that more would be ordered and we would be contacted. Now

follow me, for a moment, if you will. You mean to tell me that had we

been given those vouchers on that day, and then cancelled part of the

order, as we were told we would be able to do without penalty,

regardless if it's written in bold or not (and I'm glad you didn't bring

up the 30% restocking fee that is null and void in this point as that

states it only goes in effect if the furniture is delivered only to be

taken back), we would have to bring the voucher back? Obviously, your

company needs to reevaluate their customer service skills and retrain

everyone as business management 101 would clearly state, the customer is

always right. If an item is priced at 19.99, and by sheer error, it's

marked as 1.99, guess what? The company has to sell that item at 1.99.

Your

customer service is poor and degrading. As long as the customer goes by

what Murano's furniture wants, then you are happy. If we have just the

slightest issue or problem, you are quick to make the customer feel like

an enemy and will do anything to represent that just short of literally

spitting on us. Don't believe me, I would be happy to talk to the

gentleman who handled our cancel.

As a quite savvy internet

user, I will not stop until every corner of every website knows how

disgusting and despicable your company's values are. How you would greet

us at the door with a smile, but at a moment's notice, if the customer

would not go your way, you will just as fast turn your shoulder to us

and tell us that we're wrong, wrong, wrong. Bravo, Murano's.

The bottom line is, we spent the $777 that was advertised in your sale. We spent it on the day of the 'original invoice.' In fact, we spent $900 on that day. So you insisting that because it was cancelled, the voucher does not belong to us is a clear showcase that you want things to go your way and not the way of trying to keep a customer happy. Since that day, aside from the original salesperson, everyone at Murano's was being a bit evasive about the hotel vouchers. I would be quite surprised if any customers that came in that day got any vouchers.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

Murano's Furniture again apologizes for the inconvenience and the offer no longer being available. We are still offering a full refund for the furniture at no cost.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

Your attempt at a response with two sentences to simply "offer a full refund for the furniture at no cost" is laughable. It only goes to show that you clearly have no other excuse as everything you've said has been incorrect and contradictive. No kidding the offer is no longer available. I'm not looking for the offer to be available. I'm looking for what was to be in my possession the day I came in and said "Hey, we're gonna get taken care of by Murano's." And you did... but, boy, did you take care of us. Because as this back and forth has shown, it's always been about your way, not the customer's. Yeah... you took care of us.

And if, by some chance, I had the patience to deal with your company again face to face, to think that anything less than a full refund to take the furniture was an option, let alone any extra cost, you must have gotten a good shipment from Colorado cause that stuff has got you quite delusional.

Again, I implore you to take a Customer Service 101 course and learn how to treat your customers with courtesy and respect.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,