OfficeFurniture.com

[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 if and when the item arrives. 
Regards,
[redacted]

Hello,   This customer received a full refund on 1/25/17.  The customer was made aware of this on 1/24/17.  We have complied with her request for a full refund.  This issue is considered resolved by OfficeFurniture.com at this time. [redacted]

Hello,   The check was cut yesterday 7/19/17.  It is check number 720166.  I am shipping this overnight via fedex to I do not have shipping as the package has not been processed by FedEx yet.  The customer should receive delivery of the check tomorrow. [redacted]Customer Service Manager

We got an email from the customer:  Lilly, thank you so much foryour prompt response! First let me apologize for thefalse alert. We have received both desks, in addition to the collapsiblebed (2 big extra boxes). One of the boxes marked as bed items turned out to bethe second desk. I already spoke to Jennifer (CC’ed), so she knows the details.The delivery company hascontacted me few minutes ago, and scheduled the pickup of the bed boxes…Theywill be here on Friday.  With this being said, one of thedesk-top corners is damaged. It is chipped because of compromisedpackaging…(pictures attached). The desks are being assembled aswe speak, and as I previously mentioned to Jennifer, I can no longer wait forthe replacement. One of my new employees is starting tomorrow. After delayingher start day by 2 1/2 weeks, I can no longer postpone her employment withoutrisking to lose a promising worker. (we gave her an offer over a month ago…) Can I get a discount on thedamaged item please?  I responded to the customer, gave her $100.00 refund AND sent her tracking on the damaged part that we had already requested, FedEx [redacted].  Let me know if there is anything else I can do here.  [redacted]

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 satisfied. Once 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 8/28 we have refunded your credit card $1490.75.

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 site. It 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 Internet. It 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 fees. Had 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 order. Since 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 not. Since 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 $50 to $159 to secure delivery of an item which itself cost $239. 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]

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.
After over 3 months and multiple shipments of "parts" to fix the desk I do not believe that they are ever going to rectify the situation. They immediately charged our credit card in November and yet we still do not have a functional workspace in February. This is a scam.
Regards,
[redacted]

Hello,   We are shipping a new item today.  This should resolve the issue.

[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 process. Again I state, as I did in the initial complaint, that the term "curbside delivery" was not in, and is still not, on their website. Neither 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 decision. No reasonable person would be expected to transport 526 pounds of merchandise down any length of driveway. This company was so focused on the sale, that they seemed to purposely omit the term curbside delivery. The first time I heard it was from the freight company after describing my driveway. Their response said that I called on 1/07 after getting another call from the carrier. That is untrue. No one from the company nor from the carrier called me. I 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 excuses. They 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 late. They owe me my $370

Please help me fix the situation with the workstation by providing me with the parts needed to correct the issue. The most recent parts request was delivered on 02/03 via FedEx [redacted]. We sent parts on a previous request via YRC freight, delivered 01/14 [redacted]. On 12/17 we were copied on an email that you had sent to the manufacturer. The vendor had contacted us to help with your question regarding delivery and packaging. At that time you were given tracking information for your first parts request, which shipped via YRC Freight [redacted] and delivered on 12/30. Please advise what else is needed to get the installation of the workstation completed. There are many assembly videos available to assist with putting this unit together. There is a video right on our website product page. There are others on the vendor product page as well. I can suggest an assembly company that you can hire to assist with the completion of this project. They are American Direct Logistics. Please let me know what else I can send to help complete the assembly of this for you.

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 $207.00 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]

I ordered a chair. It was supposed to come "ready to assemble". However, the screws came in already in the chair, so you had to remove them and then put them back in when assembling. I had to get help from too strong guys with power tools. And adjustment mechanisms on the chair are pathetic. The whole thing is extremely flimsy and poor quality, or the price. Customer service was terrible in term of helping with assembly problem. An now that's it's put together, it's impossible to disassemble for return. Great scam you guys! I would have done better picking an abandoned char on the side of the road.

Ordered a desk from this company in early October 2015. It took over 30 days for the desk to arrive. Once I opened the box I discovered that they had not sent Part B. The second leg to the desk. I called them and they took another two weeks to send the legs. Once again I attempted to put the desk together and discover that another part was missing. Tried to return the desk and was told I would have to pay $60.00 to return the item. Plus if I did not have the original box they would not take the item back.
Poor customer service! They representatives speak broken English and have terrible phone etiquette. This company is just a go between from some factory. The factory and the company do not communicate and you have to be a go between the businesses to get anything resolved.

Review: The original order for 2 office desks was placed on 7/28/15…The order has never arrived. After multiple calls, it turned out the freight company has lost our order and our desks were re-ordered on August 24th. The officefurniture.com was nice enough to offer us a 50% discount on our shipping fee. We indeed received $104 credit few days later.

On 08/27/15 we received an email confirmation from the company’s representative, who assured that “YOUR MERCHANDISE SHOULD ARRIVE BETWEEN 09/01/15 AND 09/08/15”. She also mentioned the name of delivery company “[redacted]”.

Few days later we received a phone call from a deliverer dispatch, who set up the delivery time for September 11, 2015 (10am – 2pm). Few minutes ago the delivery arrived, bringing into my accounting office a crystal, see-through pedestal dining table…

I have immediately contacted the seller, who informed me that delivery wasn’t even scheduled for today, and the delivery company isn’t supposed to be “[redacted]”, but rather “[redacted]”. However, I have made a copy of the delivery list which the driver brought. The delivery receipt does have CORRECT INFORMATION, including my business name, address, phone number and the 2 purchased desks.

I have emailed the copy to the representative and have to wait for the response yet again.

This whole situation isn’t only frustrating because I want my furniture. The failure to deliver 2 desks for a month and a half is DISRUPTING MY BUSINESS. I have a busy accounting practice, and I need this furniture because I have 2 new employees who CANNOT START WORKING because I have no desks for them. Their first work day was supposed to be on Monday (09/14/15), because we were hoping to set up desks and computers over the weekend. I am shorthanded and understaffed and it is greatly affecting the quality of my office’s work and the working environment among other employees.

If I only knew that I will have to delay the hiring process, I WOULD HAVE NEVER ORDERED from the officefurniture.com.Desired Settlement: We need these desks TODAY!

Business

Response:

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] 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]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...

Business

Response:

We got an email from the customer: Lilly, thank you so much foryour prompt response! First let me apologize for thefalse alert. We have received both desks, in addition to the collapsiblebed (2 big extra boxes). One of the boxes marked as bed items turned out to bethe second desk. I already spoke to Jennifer (CC’ed), so she knows the details.The delivery company hascontacted me few minutes ago, and scheduled the pickup of the bed boxes…Theywill be here on Friday. With this being said, one of thedesk-top corners is damaged. It is chipped because of compromisedpackaging…(pictures attached). The desks are being assembled aswe speak, and as I previously mentioned to Jennifer, I can no longer wait forthe replacement. One of my new employees is starting tomorrow. After delayingher start day by 2 1/2 weeks, I can no longer postpone her employment withoutrisking to lose a promising worker. (we gave her an offer over a month ago…) Can I get a discount on thedamaged item please? I responded to the customer, gave her $100.00 refund AND sent her tracking on the damaged part that we had already requested, FedEx [redacted]. Let me know if there is anything else I can do here. [redacted]

Consumer

Response:

[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.]

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,

Review: I HAVE INFORMED THIS COMPANY A NUMBER OF TIMES REGARDIND DOUBLE BILLING WAS TOD THEY WERE LOOKINGINTO IT AND WOULD RESPOND IN EMAIL THEY CONTINUE TO NOT RESPOND DESPITE NUMEROUS CALLS AND THEM SAYING THEY WILL RESPOND. THEY SHOULD NEVER HAVE AN a RATINGDesired Settlement: REFUND OF $117.99 TO CREDIT CARD

Business

Response:

The first time we heard from the customer regarding a double payment was on 11/04/14 at 12:28PM. After this initial phone call, we began our investigation. He called again at 5:20 that same date 11/4/14. 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 48 hour timeframe that we advised Mr. [redacted] this would be resolved.

We received a PayPal notification of receipt of funds for an online order the customer placed on 11/2/14. 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 online. The browser must have closed in the middle of the order process, and the PayPal payment was taken at that time. Most 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 refund. The package was delivered to the customer yesterday via FedEx.

Please contact me if you have any further questions.

OfficeFurniture.com

Customer Service Team Lead

###-###-####

Consumer

Response:

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

Review: Our business ordered office furniture from them over 3 months ago. We were immediately charged over $4,000 on our credit card (the purchase price) but were then notified that the product was unavailable and it would be a month to receive it. Upon receiving, a month later, we had been shipped broken pieces and were missing parts. Office furniture.com said they would happily replace these products...which took another month. They then did not ship us the correct pieces again. We are now waiting for the fourth attempt to receive missing parts on the cheapest quality desk we have ever seen. They have always replied to our requests, however, this feels like a scam because over 3 months later we have been charged money and not received parts.Desired Settlement: We would like to be refunded and send the desk back.

Business

Response:

I apologize for the delay with response. We were in transition from one person to another with the contact information and I just received this complaint. Customer contacted us regarding this order on 12/15/14. They stated they were missing some parts but didn't know which. We sent clarifying documents to facilitate assembly, and included the vendor for clarification.

They then contacted the manufacturer directly to request the missing pieces. The customer then discussed the delivery service with the vendor. The customer paid for inside delivery on this order. Inside delivery involves a moving company for delivery, then they send 2 men and bring the items inside to the room of choice. The 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 false information and would like to be reimbursed. They charged $200 because they claimed that the box would be 700lbs and we would have to get it off the truck ourselves. We paid for the extra delivery and then when the order arrived it was not a 700 lb box but multiple boxes that would have been easily carried in by anyone. They also threw everything on the floor and were not careful with the product at all. I would really like to be reimbursed.

This was the customer email to the vendor. We immediately refunded her $159.00 that she paid for delivery, although the service that was requested was performed. The 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 12/30 to the original delivery address on the order, which is the moving company who originally brought in her order. We contacted the vendor for another parts order to ship directly to the customer.

It shipped on 01/08/15. The customer then contacted Google support instead of us directly, and asked for more parts on 01/23. We had to go back and ask which parts, since the customer did not specify. Google then got back to me on 01/26 and the parts request was entered on 01/27. the parts shipped on 02/02/15.

We have refunded $414.00 to the customer for the issues they have experienced. That is 10% of the purchase price of the item, in addition to the delivery fee of $159.00.

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

Business

Response:

Please help me fix the situation with the workstation by providing me with the parts needed to correct the issue. The most recent parts request was delivered on 02/03 via FedEx [redacted]. We sent parts on a previous request via YRC freight, delivered 01/14 [redacted]. On 12/17 we were copied on an email that you had sent to the manufacturer. The vendor had contacted us to help with your question regarding delivery and packaging. At that time you were given tracking information for your first parts request, which shipped via YRC Freight [redacted] and delivered on 12/30. Please advise what else is needed to get the installation of the workstation completed. There are many assembly videos available to assist with putting this unit together. There is a video right on our website product page. There are others on the vendor product page as well. I can suggest an assembly company that you can hire to assist with the completion of this project. They are American Direct Logistics. Please let me know what else I can send to help complete the assembly of this for you.

Consumer

Response:

This is a Google Trusted Site which gave me an added feeling of security. I am still waiting to see if I need to get them involved in the resolution of my problems with this company.
I ordered a desk and TV console/stand on 4/29/14. The money was taken out of my account that same day although the shipment still has not arrived almost a month later. The original promised arrival date was 5/7 - 5/14. On 5/2, that was changed to 5/15 - 5/22. The company cancelled my order and reordered it without notifying me. I learned of it only because I went online 5/19 to track the shipment. Now it is 5/22/14 and I still do not have my items. The new arrival date is supposedly 5/28. I know that only because I contacted the company, not because they notified me with the latest delayed delivery date. I won't believe it until I see it!
Yesterday they finally did state that they will credit my account $50 for the delay. That's not even a token amount considering what I spent. They also said it will take 3 - 5 business days but I won't believe that until I see it either.
I will not ever do business with this company again and will encourage family and friends to avoid them as well.

What a terrible company to do business with. I can't even begin to explain how awful of an experience I have had with an order that was placed over two weeks ago. Basically, this company let me purchase a desk from their website which evidently was not in stock at the time of purchase. However, they had no problems promptly charging my credit card and made zero attempt to notify me that they would not be sending me the product I had ordered. Had I not called them today, I more than likely would have NEVER been reimbursed for my purchase. The representatives I spoke to were pleasant; however, they had their stories mixed up when I had certain questions regarding the payment and shipment of my item. I would not recommend this business to ANYONE due to their lack of professionalism and business tactics.