The customer came into our store to purchase a sofa. He settled on an item and wanted to go home to call in his order. Later that day he called in his order, applied for financing, and setup a delivery date Of the sofa. The financing application and sale were processed because the...
customer scheduled a delivery date. After a couple days he said the measurements wouldn't work so he would be into the store to re-select. He came into the store on two separate occasions and picked out a new item. We haven't heard from him since. This is a communication error on the part of our store and the customer, and the customer's account has been refunded in full and the order cancelled.
We ordered the parts to fix the damaged pieces as is required under the manufacturer warranty. The parts have arrived and are ready to be installed. We also offered the customer in store credit to pick out another sofa and loveseat set as long as there is no further damage, odors, etc....
to the pieces. We spoke to [redacted] about these options and he informed us he would speak to [redacted] and get back to us. We have yet to hear from them.
This issue was taken up with [redacted] Finance by Nick's Furniture and the charges were reversed on his account. It takes a little bit for the charges to be removed and the account updated. This information was given to Nick's Furniture by [redacted] on 8/29. There is nothing...
further we can do at this point other than reverse the charges which we have already done. The customer has been refunded on our side and made whole.
We have spoken to the customer's husband [redacted] and he has agreed to have the furniture in question repaired. This is what is required by the manufacturer warranty. The parts to repair have been received and the request for repair has been submitted to an authorized technician to take care of the issue.
The finance company has informed us that your charge was reversed and your account credited. They have told us there is no other action that we are required to take at this point.
Contact Name and Title: [redacted]
Contact Phone: [redacted]
Contact Email: [redacted]
We have spoken to the customer and let him know that he can continue to wait for his missing nightstand, which the manufacturer tells us will be available, but they have yet to give an accurate...
timetable. We have also given him the option to receive a full refund for the single item that has not yet arrived on his order. He said he needed to get back with us, but would prefer a refund on the entire bedroom set. We informed him that he has every piece of the set except for one nightstand and he can get a full refund on that item only, because that is the only item that has not yet been delivered. The customer has not called us back to get a full refund on the missing item or told us that he wants to continue to wait for the item.
Complaint: [redacted]
I am rejecting this response because: We did not get what we paid for. [redacted] made it pretty clear that we wouldn't get the other nightstand because the issues from the manufacturer. Between the missing piece, the issues with delivery & setup plus the damaged dresser I want to just return this set for a refund. I would have never purchased this set if It only came with one nightstand, we need two! This whole process has now spanned 9mons.
Sincerely,
[redacted]
Initial Business Response /* (1000, 8, 2015/05/19) */
Contact Name and Title: Nick [redacted]
Contact Phone: [redacted]
Contact Email: [redacted]
The consumer's order was cancelled and her money was refunded in full.
The customer came into our store to purchase a sofa. He settled on an item and wanted to go home to call in his order. Later that day he called in his order, applied for financing, and setup a delivery date Of the sofa. The financing application and sale were processed because the...
customer scheduled a delivery date. After a couple days he said the measurements wouldn't work so he would be into the store to re-select. He came into the store on two separate occasions and picked out a new item. We haven't heard from him since. This is a communication error on the part of our store and the customer, and the customer's account has been refunded in full and the order cancelled.
We ordered the parts to fix the damaged pieces as is required under the manufacturer warranty. The parts have arrived and are ready to be installed. We also offered the customer in store credit to pick out another sofa and loveseat set as long as there is no further damage, odors, etc....
to the pieces. We spoke to [redacted] about these options and he informed us he would speak to [redacted] and get back to us. We have yet to hear from them.
This issue was taken up with [redacted] Finance by Nick's Furniture and the charges were reversed on his account. It takes a little bit for the charges to be removed and the account updated. This information was given to Nick's Furniture by [redacted] on 8/29. There is nothing...
further we can do at this point other than reverse the charges which we have already done. The customer has been refunded on our side and made whole.
We have spoken to the customer's husband [redacted] and he has agreed to have the furniture in question repaired. This is what is required by the manufacturer warranty. The parts to repair have been received and the request for repair has been submitted to an authorized technician to take care of the issue.
The finance company has informed us that your charge was reversed and your account credited. They have told us there is no other action that we are required to take at this point.
Contact Name and Title: [redacted]
Contact Phone: [redacted]
Contact Email: [redacted]
We have spoken to the customer and let him know that he can continue to wait for his missing nightstand, which the manufacturer tells us will be available, but they have yet to give an accurate...
timetable. We have also given him the option to receive a full refund for the single item that has not yet arrived on his order. He said he needed to get back with us, but would prefer a refund on the entire bedroom set. We informed him that he has every piece of the set except for one nightstand and he can get a full refund on that item only, because that is the only item that has not yet been delivered. The customer has not called us back to get a full refund on the missing item or told us that he wants to continue to wait for the item.
Complaint: [redacted]
I am rejecting this response because: We did not get what we paid for. [redacted] made it pretty clear that we wouldn't get the other nightstand because the issues from the manufacturer. Between the missing piece, the issues with delivery & setup plus the damaged dresser I want to just return this set for a refund. I would have never purchased this set if It only came with one nightstand, we need two! This whole process has now spanned 9mons.
Sincerely,
[redacted]
Initial Business Response /* (1000, 8, 2015/05/19) */
Contact Name and Title: Nick [redacted]
Contact Phone: [redacted]
Contact Email: [redacted]
The consumer's order was cancelled and her money was refunded in full.