Olum's

On 10/28/I spoke to Chelsea at Montage Furniture ServicesShe verified there is an open claim for the customer and they had asked Olums to order the parts for the repairThe timeline provided by MFS was as follows.09/Customer contacted MFSMFS sent out a self inspection packet.09/MFS received info back from customer but it was incomplete.09/MFS received more information, but was missing photos.10/Customer called MFS and was told they didn't receive the photosMFS had a technician go out the same day to assess the problem.10/MFS authorized Olums to order parts.10/Parts shippedBeing sent directly to the customer home.10/I called the customer to update her as to where MFS is in the processShe repeated to me that she wants Olums to refund her the amount of the warrantyI explained that although she may be unhappy with the length of time this has taken, MFS is handling the claim and that I did not have justification to ask for a refund to be madeShe stated she was disputing the amount through American Express whom she used to make the purchaseShe also stated she did not want to use one of the technicians from MFS for the reapir as she does not have confidence in themI explained that she would need to speak with MFS directly about that.I apologized for the way the situation was handled by the person at the store when she called and offered to follow up on the parts for her if she does not recevie them by 11/Dave W***, DOOOlums Inc

The customer received their merchandise on 12/08/In May of we set up a service call to replace cushions due to them flattening which we completed in June of This was inside of the on year warranty and our technician went to the home an put the new cushions into the casings at no charge.In January of the customer called again about the cushions flatteningWe again ordered new cushions for the customer and replaced them during February of Because the customer was so upset we had asked our representative from the Manufacturer to come to the home with us to ensure there were no defects with the furnitureHe also found no evidence of a defect, just the need to replace the cushions.At this the furniture is well outside of the warranty period, but we again went to the home and put the new cushions into the casings at no charge to the customer.November of the customer again called regarding the cushions flatteningAt this point the merchandise is almost two years old so we offered to pick up the merchandise and bring it back to our shop where we would tighten the springs, add additional layer of padding to the front rail and replace the cushions againWe agreed to provide the labor and material, but the customer would be responsible for the transportation charges of $and $plus tax to pick up and redeliver the merchandise to and from the customers homeThis was explained to the customer prior to us picking up the merchandise and we have a signed service ticket with the charges on it.I feel as a company we've been more than fair to the customer We have provided labor on multiple occasions without charging the customerCushions will break down as they're usedThe more frequent the use is the faster the cores will break downThe manufacturer provides a one year warranty to cover any defects and will provide new cores for the cushions for years, So if the customer is willing to install the cores into the casings themselves there would be no charges incurred.In closing I do feel are entitled to be paid for the charges billed to the customer for transportation,Thank You,David W***Director of Operations [redacted] ***

Rick B [redacted] , Olum's Credit Manager, spoke with [redacted] who is in the client processing department at [redacted] on 4-17-We advised her that we received a complaint from [redacted] of misleading him when he completed the application for credit with [redacted] that it would not affect his credit report Due to this we were today voiding his pending purchase through [redacted] and refunding his deposit She pulled up his account and did show that he had phoned in and inquired if he paid the account with [redacted] in full would they close his account and he was advised that it would report as a closed paid account but that there was no comment regarding the removal of the account or credit inquiry from his report We inquired if this action of removing the entire transaction from his credit report could be done and we were advised that the request would be passed on to the [redacted] adjustment team for consideration although there would be no guarantee as Mr [redacted] did sign all of the required documentation to have his account processed including the [redacted] credit application and credit authorization form explaining the repayment terms

I have spoken to the sales associate and sales managers that were here that night, and all were in agreement that they tried explaining to the customer that the one online was for a particular sectional and we had sold the last oneIt was a closeout on our floor but was no longer available anywhere in our companyThe customer wanted to select a different fabric which is a special order and will always cost moreThe customer was not willing to pay any additional money for a different fabric which would also been and upgrade to the materialWe do have closeouts or clearance items from time to time that can sell and it will take a little time to get the web site up to dateThe sales person felt intimidated by the customer because they would not listen to an explanation regarding our special order processAny type of sale price will be on the fabric that is showing on our floor.If you need any further information please feel free to contact me at [redacted] , I am the store managerThank you,Karen Farruggio315-214-Store Manager Northern Lights Plaza Syracuse, NY

Revdex.com: I have reviewed the response made by the business in reference to complaint ID 10998650, and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below I explained to David Wright that we are both in our 70's & not in good health We do not have anyone to help us get the chair loaded in a vehicle to take to the storeWe cannot lift the chair, my husband has a bad heart condition in addition to other major health issuesSo he is not in a good condition to be able to lift the chair This is not a small light chair It weighs at least to pounds I really do not understand why they are making such an issue of this.We expect them to stand by their merchandise to have a happy customerAt this point we are not happy & will not be shopping at their store in the future.Regards, [redacted]

I was made aware of the complaint on 10/26/I've contacted the customer to get a better understanding of what happenedI told her I would follow up with her later this week after I've had a chance to reveiw the information.Dave W [redacted] ***

He is calling me back sometime by the... end of this week at 5:30 as I said, that is the best time to contact me, for I work and have students walking in during my office hours. I also read his reply that stated he was made aware of the complaint today, I am not sure why the manager when I called on 10/21/16 did not notify anyone above him of my original complaint. had I never filed w/ the bbb, I would not get anything resolved. I was also informed today by my husband when he called for the repair, Olums never sent in our warranty to MFS, so what did they do w/ the warranty purchase after I paid it. [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. 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 Regards, [redacted] ***Furthermore, I was informed this was a LOAN not a credit card, as I told the woman at the desk if an inquiry was to be done I WAS GOING TO PAY CASH! Olums should go an extra mile here and speak with [redacted] again not to a customer service agent, but to a person who has the authority to remove ALL of this from my report

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] ***

The warranty on the recliner expired in May of 2015. However, in an effort to help our customer we arranged to have parts sent at no cost to them and offered to provide the labor for half price, which is the sixty dollars they're disputing.On 12/18/I
contacted the customer to try and resolve the matter againThis time I offered to provide the parts and labor for free as long as they could find a way to bring the chair to our Service Center in Johnson City rather than us going to thier home.My offer was refused as they said they were not able to bring the chair inThe only solution they were willing to accept was to receive parts and labor for free and to have the chair repaired in their home.We value our customers and are dissapointed we were not able to resolve this matterI feel we've offered reasonable solutions that exceed our obligation.At this point I don't feel we can find a mutual agreement. Sincerely, David FWrightDirector of OperationsOlums [email protected]

I have spoken to the sales associate and sales managers that were here that night, and all were in agreement that they tried explaining to the customer that the one online was for a particular sectional and we had sold the last oneIt was a closeout on our floor but was no longer
available anywhere in our companyThe customer wanted to select a different fabric which is a special order and will always cost moreThe customer was not willing to pay any additional money for a different fabric which would also been and upgrade to the materialWe do have closeouts or clearance items from time to time that can sell and it will take a little time to get the web site up to dateThe sales person felt intimidated by the customer because they would not listen to an explanation regarding our special order processAny type of sale price will be on the fabric that is showing on our floor.If you need any further information please feel free to contact me at *** , I am the store manager. Thank you,Karen Farruggio315-214-Store Manager Northern Lights Plaza Syracuse, NY

Unit was replaced Tuesday GM spoke to customer via phone on Thursday, everything seems to be working properly

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
Regards,
*** ***

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.Olums furniture store never called or emailed to me to offer any sort of refund When I went into the store they also refused to refund. The store manager claims in her reply that I received some sort of warranty by mail, which they claim to have mailed to meI never received anything by mail, nor have they offered any proof that anything was mailed to meAgain, they refuse to honor the fraudulent misrepresentations made by their sales person. I would like a refund on my purchase or to return my purchase.
Regards,
*** ***

Customers Desired Settlement: We want a replacement refrigerator and want the food that we lost on two separate occasions replaced.Olum's Settlement Response:
Customer will receive a replacement refrigerator on Tues 8/Customer will receive Food Loss Of $and will be offered a FREE year warranty

Rick B***, Olum's Credit Manager, spoke with *** who is in the client processing department at *** *** *** on 4-17-We advised her that we received a complaint from *** *** of misleading him when he completed the application for credit with *** *** that it
would not affect his credit report. Due to this we were today voiding his pending purchase through *** *** and refunding his deposit. She pulled up his account and did show that he had phoned in and inquired if he paid the account with *** *** in full would they close his account and he was advised that it would report as a closed paid account but that there was no comment regarding the removal of the account or credit inquiry from his report. We inquired if this action of removing the entire transaction from his credit report could be done and we were advised that the request would be passed on to the *** *** adjustment team for consideration although there would be no guarantee as Mr*** did sign all of the required documentation to have his account processed including the *** *** credit application and credit authorization form explaining the repayment terms

He is calling me back sometime by the
end of this week at 5:as I said, that is the best time to contact me, for I work and have students walking in during my office hours I also read his reply that stated he was made aware of the complaint today, I am not sure why the manager when I called on 10/21/did not notify anyone above him of my original complaint had I never filed w/ the Revdex.com, I would not get anything resolved I was also informed today by my husband when he called for the repair, Olums never sent in our warranty to MFS, so what did they do w/ the warranty purchase after I paid it.***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
Regards,
*** ***

June 6, 2016To whom it may concern, I am addressing complaint #*** from *** ***The customer purchased a fabric sectional from our store on July 10, and it was delivered to the customer’s home *** *** *** *** *** *** ** *** on 7/16/At that time she
purchased and extended warranty that covered the repair or replacement on accidental mishapsThis policy does not or never has covered anyone to come out to a customer’s home and clean the furnitureThe customer claimed the sales associate told her that the material could be cleaned and it can be cleaned by the consumerAt no point was there a discussion about the warranty company doing any type of general cleaningThe customer also stated that she was never given paperwork explaining the coverageThe customer told me when she was at the store we had mailed it and she did not bother to read the fine printI also have a copy of the paperwork that was printed and given to her the day of the sale, which is dated the same dayThe warranty agreement states specifically what is covered and not coveredAlso the customer never asked for a refund on anything, had she asked at that point I may have refunded her the cost of the planIf any more information is needed please contact me directly at ***, I am the store manager and the person the customer talked to when they came inI will include a copy of the sale and warranty agreementSincerely, Karen F* Store Manager Olum’s Northern Lights Plaza Syracuse, NY *** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 10998650, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
I explained to David Wright that we are both in our 70's & not in good health We do not have anyone to help us get the chair loaded in a vehicle to take to the storeWe cannot lift the chair, my husband has a bad heart condition in addition to other major health issuesSo he is not in a good condition to be able to lift the chair This is not a small light chair It weighs at least to pounds I really do not understand why they are making such an issue of this.We expect them to stand by their merchandise to have a happy customerAt this point we are not happy & will not be shopping at their store in the future.Regards,
*** ***

Our Merchandising Manager, *** *** reached out to her via email on 9/23/with the below messageThe customer did not respond to our emails or phone messages nor have they stopped by the store to reselect
We received notice from Revdex.com that you had an issue with a rug purchase
in our Syracuse storeWe apologize for the inconvenience and will investigate the circumstances and take the appropriate actionIn the meantime if you would like to bring the rug back to our store we would be more than happy to let you reselect a different rugI have spoken to our office manager *** *** about your situation so the store is awareAny member of our staff can measure anything you like when you return to make sure you get the right size for your roomWe appreciate your business and look forward to your return visit
Thanks *** ***
Director of Furniture
Ph###-###-####
Fx###-###-####
Email: ***@***.com Click to Follow us
t to her via e-mail on