OfficeFurniture.com

To Whom it may concern: Please accept our sincere apology for the damage your furniture incurred, your frustration and the bad experience overall It was not our intent as we value each and every customer The process of replacing parts to resolve the situation is standard procedure since we always want to try our best to make amends so as an end result, our customer has the product they needed and is fully satisfiedOnce furniture is received and not assembled for several days, we (Officefurniture.com) would not be able to decipher where or when the damage was incurred If damage occurs in transit and noted on the bill of lading, then we may have recourse with the carrier and we only have a small window of time in which to do this That is just one example Additionally, I see that you received replacement parts that were also received damage Again, I am very sorry for the inconvenience this has caused you As of 8/we have refunded your credit card $

We have received this information The check will be mailed on Wednesday This is the next available check run and the first time that I am able to send this check I will ensure that this is handled appropriately [redacted] ***Customer Service Manager

Hello and thank you for the contact This morning due to various meetings and illness there was not a supervisor available Our customer service manager has given these options If you would be willing we could provide you a refund of $which is 25% of the purchase price If that is not acceptable we would offer a replacement of the item

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below [To assist us in bringing this matter to a close, we would like to know your view on the matter.] Regards, [redacted] Their admission that their representative "was the unsure how to handle the complaint" is a partial admission of fault due to their processAgain I state, as I did in the initial complaint, that the term "curbside delivery" was not in, and is still not, on their websiteNeither truck size, nor lack of access to driveways, was referenced"Curbside delivery" and "removing from truck" have much different connotations, and would have greatly affected my buying decisionNo reasonable person would be expected to transport pounds of merchandise down any length of drivewayThis company was so focused on the sale, that they seemed to purposely omit the term curbside deliveryThe first time I heard it was from the freight company after describing my drivewayTheir response said that I called on 1/after getting another call from the carrierThat is untrueNo one from the company nor from the carrier called meI called them a week after I was told by a customer service representative that she would call the carrier and "get it fixed." She stated that she would "call me right back." She never did!I don't accept their explanation nor their excusesThey were responsible for delivering the furniture to my house in the time stated on their website, not delivering to the street where I live weeks lateThey owe me my $

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below [To assist us in bringing this matter to a close, we would like to know your view on the matter.]I disagree that the shipping details are clearly outlined on the company's web siteIt prominently advertises "free shipping." Only after I received an acknowledgement of receipt of the order did I realize that it would be sent via "Truck (tailgate)" shipping, on which there are conditions and exorbitant fees that are unlike any I have ever seen in years of ordering all manner of items on the InternetIt is unreasonable to expect a customer who has been encouraged to make a purchase by an offer of "free shipping" to go searching in the "fine print" to dig out any caveats Even had I done that when I ordered the item, I wouldn't have known what method of shipping was going to be used (and hence that there would be additional costs) until I received the acknowledgement of the order the following day, and so couldn't have anticipated the need for extra shipping feesHad I been informed at the time I ordered the item that it wouldn't have been shipped free via UPS or FedEx (which are indeed among the shipping options listed by the business) but rather by the other methods that required additional fees to make a delivery to a residence, I would not have placed the orderSince it appears that the weight of the item determined the method of shipping, the business could have provided the information about the methods other than UPS or FedEx being used, and the additional costs, at the time the order was placed, but they did notSince the business didn't make clear the method and potential significant additional costs of shipping at the time the item was ordered, I canceled the order rather than pay a fee ranging from $to $to secure delivery of an item which itself cost $It is unreasonable to charge a fee for returning an item that I wouldn't have ordered to begin with had I been made aware of the shipping methods and fees at the time I placed the order, something the business could have done Regards, [redacted]

Customer placed order on 12/24/14, Christmas EveThe warehouse and carriers were closed for the holidays from 12/until Monday 12/The order shipped on 12/29, as same day shipping (business day) had promisedCustomer was contacted by the carrier with carrier information to get the order
delivered to his address on 12/31/14, two days from the shipping dateCustomer called us upset that the freight carrier (freight truck 53') would not pull into his driveway to deliver the itemsFreight deliveries do not pull into driveways, they are delivered curbsideThe delivery information on our free delivery service states: DELIVERY LEVEL - FREE TAILGATE DELIVERY, YOU WILL NEED PERSONNEL OR EQUIPMENT TO LOWER THE ITEMS FROM THE TRUCK AND BRING THEM INSIDEPLEASE CONTACT US IF INSIDE DELIVERY IS REQUIREDUpon the customer contacting us on 12/31, we were looking at different delivery options to get the order delivered to the customerThe representative who originally spoke with the customer on 12/was a new rep and was not sure how to handle the issue and unfortunately the communication to the customer regarding other delivery options, was not relayedHe called again on 01/07, after getting another call from the carrier asking for a delivery appointmentWe advised the customer we would be willing to absorb the cost to find a smaller delivery truck to make it into his drivewayHe refused that optionWe offered to discount the order $if he would accept the delivery with the carrier who had it at the local terminalCustomer also refused that optionI have attached a copy of the email conversation I had with the customer so we would have our conversation in writingI understand the delivery dates listed on the order acknowledgment, however, the dates do not take into consideration holidays or weekendsWe did advise customer of a return fee, which would cover the cost of the freight to get to his location and back to usThis is the amount that the customer is disputingThe item was lbs and traveled milesWe tried offering alternative options for the customer and he was not willing to work with usWe have since returned the freightPlease see our cancellation and return policy: If we are able to cancel your order before it is produced and/or shipped, there is not a charge for the cancellationIf the product has been shipped, you will be responsible for all inbound and outbound shipping chargesThese charges will be deducted from your refundCancellations or returns must be authorized in advancePlease call ###-###-#### and a Customer Service representative will assess the situation and, if need be, issue a return authorization
What is the return policy?
If an item needs to be returned at your request, round trip shipping costs and restocking fees will be charged (restocking fees vary depending on situation)Returns are only accepted within days of receipt and ready to assemble products cannot be returned once they are assembledThe product must be in original packaging and re-sellable condition in order to be returnedPlease call ###-###-#### and a Customer Service Representative will assess your situationOfficefurniture.com will facilitate the return of the product through the correct carrier and provide any necessary paperworkOnce the merchandise is received, a refund will be issued in the same method payment was madeIf you have any doubts about color matching, please request free color samples prior to placing your order
*** *** ###-###-####

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
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]How long will Revdex.com wait till they will take next steps ?
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution, if the item is replaced quickly, is satisfactory to me.
Regards,
*** ***

I apologize for the delay with responseWe were in transition from one person to another with the contact information and I just received this complaintCustomer contacted us regarding this order on 12/15/They stated they were missing some parts but didn't know whichWe sent
clarifying documents to facilitate assembly, and included the vendor for clarification
They then contacted the manufacturer directly to request the missing piecesThe customer then discussed the delivery service with the vendorThe customer paid for inside delivery on this orderInside delivery involves a moving company for delivery, then they send men and bring the items inside to the room of choiceThe customer was not happy with the delivery as she stated:
I would like to discuss the delivery fee we were charged by officefurniture.com because I got it under information and would like to be reimbursedThey charged $because they claimed that the box would be 700lbs and we would have to get it off the truck ourselvesWe paid for the extra delivery and then when the order arrived it was not a lb box but multiple boxes that would have been easily carried in by anyoneThey also threw everything on the floor and were not careful with the product at allI would really like to be reimbursed
This was the customer email to the vendorWe immediately refunded her $that she paid for delivery, although the service that was requested was performedThe item ships shrink wrapped, on one pallet; it is not shipped in cartons, so the delivery would have been placed into the room of choice as stated
Customer had continuously contacted the vendor for information instead of us at OfficeFurniture.com, after multiple requests to involve us, and not them
As far as the parts order, the cartons were delivered on 12/to the original delivery address on the order, which is the moving company who originally brought in her orderWe contacted the vendor for another parts order to ship directly to the customer
It shipped on 01/08/The customer then contacted Google support instead of us directly, and asked for more parts on 01/We had to go back and ask which parts, since the customer did not specifyGoogle then got back to me on 01/and the parts request was entered on 01/the parts shipped on 02/02/
We have refunded $to the customer for the issues they have experiencedThat is 10% of the purchase price of the item, in addition to the delivery fee of $
This is a ready to assemble item and cannot be returned due to the nature of the item
Please let me know if you have any other questions
Lily Lancaster

To Whom it May Concern: Thank you for your patience and allowing OfficeFurniture.com/OfficeChairs.com to dispute the charges of this complaint. Please see the bullet points below which explains our position on this matter The customer placed her order on our website
(officechairs.com) on Wednesday December 9th, at 3:54pm.The order was uploaded into our order system on Wednesday December 9th at 4:51pm.The delivery time advertised on our website for this chair at the time of the order was 5-weeks.The customer received via email a confirming acknowledgement of her order on Wednesday December 9th and 5:00pm.The acknowledgement stated the following: “YOUR MERCHANDISE SHOULD ARRIVE BETWEEN 01/13/AND 01/20/16”The customer justified refusal of shipment stating it did not arrive before Christmas, however, we clearly stated a delivery time well past the Holiday and was not informed of the customers’ wishes to receive product before the Christmas Holiday. The order shipped on December 17th and was delivered on December 28th.On December 28th we received a call of Cassie M. stating she refused shipment because she did not receive it in time for Christmas. Our Customer Service team disputed the return since the chair was not technically received/accepted by the customer and did not follow our Risk Free Guarantee policy. We pride ourselves on finding solutions for our customers if they receive a chair that does not perform for them. We troubleshoot the issue based on information provided by the customer. If, at the end, we cannot resolve or resell to satisfy the customer, we will happily honor our Risk Free Guarantee.On December 29th OfficeChairs.com had corresponded with YRC to determine deposition as they were now in possession of the merchandise. Officechairs.com was also incurring storage fees during this timing totally roughly $84.00.On January 8th, we emailed Cassie Moffering a $discount to accept the merchandise.On January 12th, we received email from Cassie Mstating she did not receive our email for offer to keep for discount and noted action of taking this matter up with her credit card company.On January 12th an email exchange occurred between our Customer Service representative and Cassie Mwhich communicated the details of our policies. Please see our Return and Cancelation Policy as described on our website. What is the cancellation policy? If we are able to cancel your order before it is produced and/or shipped, there is not a charge for the cancellationIf the product has been shipped, you will be responsible for all inbound and outbound shipping chargesThese charges will be deducted from your refundCancellations or returns must be authorized in advancePlease call 1-800-242-and a Customer Service representative will assess the situation and, if need be,issue a return authorizationBack to Top On February 3rd we were notified of a $chargeback posted by the customer on January 13th On May 12th officechairs.com concluded this order closed.Thank you,*** ** Tell us why here

I understand customer frustration, and this is why we provided alternate delivery options for the customerEvery option we provided to get the item up the driveway for the customer which would have been at our expense was rejected by the customer
Due to the delay between contact times, I will be happy to split the return freight costs as a courtesyI have emailed the customer confirming the $refund that has been put back on the customer charge cardHe can look for that within 3-business days*** *** ###-###-####

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

Hello, Unfortunately we will not be able to accommodate the request of the customer. Our shipping policy is clearly laid out on our website; https://www.officefurniture.com/freeshipping.aspx. Additionally, the service that will be rendered at the time of delivery is listed
there. The customer ordered merchandise from us that ships same day which is also listed on our website. The cost of return is something that can not be waived and is listed on our website. Unfortunately, the customer's perception of what free shipping should include is an inside delivery. This is not what our free shipping policy lists. We will not be able to resolve the compliant in the method that she has requested. The $fee would apply

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. The latest e-mail from the business differentiates between "free delivery" and "free shipping." This is a misleading, hair-splitting distinction. Any customer would reasonably and rightly assume that delivery and shipping are synonyms for the same service. The information on the business's web site about shipping speaks about "tailgate delivery" and "inside delivery," as does an accompanying video. However, while "additional fee" is mentioned, nowhere is there any information about what those fees might be, nor did any e-mail communication I received from the company include information about what those additional fees would be for my orderIf I hadn't had the foresight to call, I wouldn't have been aware of the additional fee ranging from $to $159, until the item arrived at my door(Which couldn't have happened, since a semi-trailer truck would be unable to negotiate my driveway.) If the company had stated upfront what the additional delivery fees would have been to a customer who doesn't have a loading dock or staff available to unload an item from a trailer truck, I wouldn't have ordered the item, or would have cancelled the order as soon as I received a confirmation stating what the additional fee would beThis company shouldn't be marketing its products to individuals, luring them in with a prominent offer on their web site of "free shipping." Given the company's failure to disclose upfront what the cost of getting the item to the door of my residence would be, charging me a $fee to return it is unreasonable and unacceptable. Further, I verbally cancelled the order in a conversation with the Customer Service Manager on June 8, 2017. However, wanting to be sure that the item didn't end up being delivered anyway, I tracked the shipment via a link in an e-mail sent by the company. When I realized that the item was still in transit, I called the company, told them that it appeared the item was still on its way to me, and re-confirmed that the order had been cancelledI was assured that this had been done. Nonetheless, on June I received a phone call from the local delivery site to the effect that they had the item to deliver to me. I informed them that I had cancelled the order with the company, and that they shouldn't deliver the item. For comparison, I ordered a desk from Staples on June 9. It will be delivered on June 13, shipping free via FedEx. This is the kind of customer service OfficeFurniture.com should aspire to. I think it is reasonable to ask OfficeFurniture.com to refund the $return charge to compensate me for my dissatisfaction with their service and the frustration I have experienced every step along the way in dealing with this company.
Regards,
*** ***

The first time we heard from the customer regarding a double payment was on 11/04/at 12:28PMAfter this initial phone call, we began our investigationHe called again at 5:that same date 11/4/He sent two emails in a row to our webmail box, possibly last night (11/5), or early this
morning (11/6)
Here is what we found out after our investigation, which was concluded today, within the hour timeframe that we advised Mr*** this would be resolved
We received a PayPal notification of receipt of funds for an online order the customer placed on 11/2/We also received a phone order on the same day, and a credit card payment was applied to that order
The IT department did some investigating and what it looks as if happened, is that the web order was never given the necessary seconds to process once it was placed onlineThe browser must have closed in the middle of the order process, and the PayPal payment was taken at that timeMost likely what happened is he clicked through everything & then closed his browser before the order confirmation fully loaded
Then, an order was called in and placed using a different email and form of payment
This has now been corrected, the refund was placed back to the customer's PayPal account today, please see attached confirmation of refundThe package was delivered to the customer yesterday via FedEx
Please contact me if you have any further questions
*** ***
OfficeFurniture.com
Customer Service Team Lead
###-###-####

Our site clearly lays out what free shipping is. Unfortunately, the customer feels that free shipping should be free delivery. This is not the case with our company. The customer was offered several options which she rejected. She stated that she would like to cancel the order. This is laid out in the complaint. As such we honored her request but charged the applicable fees that go along with that cancellation. She did speak with our customer service manager and was refunded less the fee that was advised. At this point there is no other resolution. We do apologize for the customer's confusion regarding this order but our policies are clearly available on the website

We have received this information.  The check will be mailed on Wednesday.  This is the next available check run and the first time that I am able to send this check.  I will ensure that this is handled appropriately. [redacted]Customer Service Manager

Good morning,First let me apologize, this customer has experienced muchdelivery trouble with this order.  Customer ordered 07/28/15, order shipped 07/30/15. Delivery address is moving company as inside delivery was ordered.  Thefirst delivery, shipped with [redacted] ...

[redacted].  [redacted] confirmedlost on 08/18.  We refunded customer $104.00 (half of the delivery fee)for inconvenience of lost item.  We immediately reshipped the order on 8/18.  Order shipped08/24 via [redacted].  It was delivered to the moving company on08/27, with damages noted.  We ordered the parts from the manufacturerwhich are necessary to fix the damages and instructed the moving company todeliver.  The moving company (Last Mile Carrier: [redacted]
[redacted]showed up at customer location on 09/11 with a completelydifferent item (not our freight).  We were in touch with the movingcompany immediately once we were informed of the issue on Friday, as well asfirst thing this morning to get an idea on when customer can expect to receivethe desks she ordered.We are working towards a resolution.  I understand this hasbeen a frustrating experience for the customer and are working tocorrect the issues.   [redacted]Customer Service###-###-#### [redacted]Tell us why here...

On Thu, Nov 6, 2014 at 5:30 PM, [redacted] [redacted] wrote:The complaint has been resolved.Thank you kindly