One Way Furniture, Inc.

Hello ***,
We are responding in regards to complaint #: *** for *** * *** .
The customer placed their order on April ***, for a Bordeaux Sleigh Bed Brown Cherry
On April ***, we received notification from the manufacturer that this item was
back ordered until approximately May ***, 2014, and our customer was notified via email the same day As Cymax is a drop-ship company we rely on the manufacturer to provide us with accurate stock updates and we notified the customer as soon as we received information that the item was not in stock
On May ***, 2014, we received another notification from the manufacturer that the bed would actually be further back ordered until early June Again, we notified the customer on the same day we received this information We only received this update from the manufacturer as we contacted them to request an update on this order for the customer
On July ***, the customer contacted us and advised that the tracking they received for their order showed that the item was delivered in Texas instead of Arizona where they live We filed a replacement request and contacted the manufacturer immediately to request an explanation on this and see if the order was mis-shipped from their warehouse or if we received the incorrect tracking number
On July ***, it was confirmed that the delivery address was one of the delivery agents along the way for Home Direct and that bed was actually en route to the customer's correct address We reached out to Home Direct and they provided an estimated arrival to the local delivery agent of July ***, We advised the customer of this and they agreed to wait for the order if we could provide a 10% discount on the order which we agreed to honour
On August ***, we looked into the delivery status of this order with our carrier, and as it was not yet at the local delivery agent as expected, we issued a full refund on this order.
Refunded $- Reference Number: ***
We sincerely apologize for the frustrations the customer experienced due to delays with the carrier
If you require any additional information to close this complaint, please let us know
Regards,
*** **
*** ***

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 and the matter has been resolved
Sincerely,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# *** and have determined that my complaint has NOT been resolved because:
[Your Answer Here]
Here is the URL for the product that states that there is a year warranty. ***Additionally, the last contact I had from CYMAX was on December *** where they said, "I hope this email finds you wellWe have attached this picture along as a detailed description of the issue to our representative for archived One Way Furniture ordersA further update will be provided as soon as we receive a response backThank you for your continued patience during this process."I have heard nothing since I have a comprehensive email stream lasting months which does not support the response you received
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

Dear ***,
We are responding in regards to complaint #*** *or *** * ***
On, July ***, our customer ordered the following items:
SKU: LCTRT7135MH, Regency Mahogany 71" Race Track Conference Table, Power Data Grommet
SKU: LSC7236-MH, Regency Mahogany 72" Storage Cabinet
Buffet
SKU: LBC7132-MH, Regency Mahogany 71" High Bookcase
One Way is a drop ship company which means that everything ships directly from the manufacturer to the customer’s businessOur website only hosts products for manufacturers; we do not have stock and do not ship the product
Once the order was placed, an automated confirmation was sent to the email provided by the customer *** The order was placed on hold for verification purposes and was released by our resource protection team on July ***.
The order was ready for pick up on July *** however due to some challenges with our carrier we were unable to have the order picked up and delivered on timeAt this time, the items are in transit via Home Direct waybill *** and we see that a delivery appointment has at this time been scheduled
In this situation we understand and apologize for the delay with the orderToday we have offered a 5% credit to the customer to as a courtesy for the inconvenience and we are pending acceptance.
Please let us know if you require any further information regarding this case.
Sincere Regards,
One Way Furniture

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
[Your Answer Here]
As of today's date August *, I received a message from Senior resolution representative *** ** *** the bed was still enroute to the local distributorThis business has repeatedly provided me with information from the beginningAdvertising "IN STOCK" falsely and proving and misleading information to the consumerI even telephoned the business to ensure that item was in stock and I was told that it was indeed IN STOCK!
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

We have provided the manufacturers direct managers contact name, phone number, and email to escalate the warranty claimSince this item was purchased over a year and a half ago any warranty claim needs to be sent to the manufacturer. We regret that you did not find any of our proposed options suitableWe certainly value you as a customer but the manufacturer must be contacted directly. If you need our assistance after contacting them please let us know.Sincerely,***One Way Furniture - Support

Hello ***,
We are sorry that our customer was not satisfied with our initial responseOur customer was refunded on July *** in full as we could not receive a confirmation of the location of the merchandise from our carrierOn August *** the merchandise was delivered to
our customer and as mentioned they have also received their refund in fullAs of today August *** we are still unable to reach our customerAs the merchandise was delivered in error by
our carrier prior to a recharge being processed, we will be closing this case and
following up with our carrier for compensation
Please let us know if you need any further information
regarding this case.
Sincere Regards,
One Way Furniture

Dear ***,
We are responding in regards to
Complaint ID: ***: *** *** ***
On August *** our customer
placed an order for an Altra Furniture Parsons Writing Desk and a Wolf Super
Rest Mattress
The mattress shipped via FedEx and was
delivered
August *** The writing desk shipped via FedEx and was
delivered August *** On August *** we received a
call from our customer advising he would like to return the mattress because it
was received rolled up and packaged into a boxThe agent assisting our
customer advised that mattresses are non-returnable items as per our return
policyOur customer then requested to speak to a *** and was
transferred to the *** on duty who advised that the mattress is intended
to be shipped this way and it is a non-returnable item
We then received a follow up email from our customer
on the same date advising that the mattress will not form to its intended shape
due to how it is packagedWe also received a cancellation request for the desk
on August *** but this was declined because the desk was in
transit and due for delivery the same dayAs per our cancellation policy, an
order that has shipped cannot be cancelled
On August *** a returns agent
followed up via phone as previously requested by our customer however was
unsuccessful and proceeded to follow up via emailWe advised the customer that
the manufacturer confirmed the mattress should take its true form in 24-
hours after being opened and laid flatAlthough the manufacturer does not take
returns, we did ask our customer to send us pictures of the issue so we could
offer alternative solutions to provide them with their full refundAs a
courtesy to our customer a partial refund was also offered in lieu of a return
and for the inconvenience enduredWe received a response from our customer the
same day accepting the partial refund and as of August *** the
credit was posted back to their original method of payment
Please advise if you require any further
information to close this case
Kind Regards,
One Way Furniture

Dear [redacted],We are writing in response to Revdex.com Complaint #[redacted] for [redacted].On November[redacted], 2014 our customer placed an order for two “Hillsdale Ruby Fleur de Lis Headboards”.  On November[redacted], 2014 our customer contacted Customer Service to ask if the items they had ordered were...

beds or just the headboards at which time it was confirmed that the items were headboards only.  Our customer requested that their order be cancelled and a request was sent immediately to the manufacturer to cancel the order.  Within the hour, our manufacturer declined the cancellation request and provided tracking by [redacted], which when tracked shows shipment of the merchandise the same day. Since the order could not be cancelled, the return of the merchandise is considered “buyer’s remorse”, and that as per our Standard Return Policy the restocking fee and outgoing shipping for the items would be deducted from their refund.  Our customer disputed the amounts that would be deducted and spoke with two supervisors who confirmed that the fees quoted were valid for our customer’s refund.  Through no fault on the part of One Way Furniture, our customer purchased two items that they later determined were incorrect for their needs.  We understand that a customer may wish to cancel items that they have ordered, but as per our policy as outlined on our website, One Way Furniture is unable to cancel an order once it has shipped or if it has been prepared for shipping by the manufacturer.   The weather conditions at the time of our customer’s order are not a factor as the tracking number for their items show that they were picked up on November[redacted], 2014 as advised to us by the manufacturer.  In regards to the amount of the refund we had offered we have let our customer know that we have made an exception and will offer a full refund for their order with the condition that they will be responsible for the return.  Once we have received tracking for the items we will be able to process their refund. Please let us know if you require any further information to close this case. Thank you,One Way Furniture

Hello [redacted],We have been in direct contact with our customer and we have come to a settlement in order to resolve this case. We contacted the customer by phone on May [redacted] at which point it was confirmed that all outstanding issues had been resolved. We do apologize for any inconvenience our customer experienced and we thank them for their patience and understanding while we worked to resolve their case.Please let us know if you require any further information regarding this case. Sincere Regards,One Way Furniture

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 and the matter has been resolved.
Sincerely,
[redacted]

Dear [redacted],
 
We are responding in regards to complaint #[redacted] for [redacted].
 
On June [redacted], 2014, our customer ordered Qty 3 of
SKU: 7537 Row of Three Showtime Home Theater Seating. Due to a misunderstanding
with the quantities at the manufacturer’s warehouse,...

3 of the 9 seats shipped
out from the manufacturer’s warehouse on July [redacted]. After the mistake
was identified the manufacturer shipped the remaining 6 seats however, as the
tracking number had already been fulfilled by the carrier, the pickup agent
returned the second shipment to the manufacturer’s warehouse in error believing
it was a duplicate order.
 
We apologize to our customer for the length of time taken to
resolve this issue and any time lost by them while working with our customer
service team. On September [redacted], a manager reached out to our
customer to apologize for the inconvenience experienced and to reach an
amicable resolution. The refund previously entered in error by a customer
service representative was cancelled from our system and our customer accepted
a discount and replacement order of Qty 2 of the 3 seat Home Theatre sets. The replacement
order shipped on September [redacted] and was finally out for delivery on
September [redacted].
 
Phone and email contact information for a manager at One Way
Furniture has been provided should our customer need any further assistance
with their order. Once again, we thank them for their patience and
understanding while we worked to resolve this for them. Please let us know if
you require any further information to close this case.
 
Sincere Regards,
One Way 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 Answer Here]
 
While I did speak with [redacted] at one way furniture, she promised a refund that has not occurred, additionally I have been unable to get back in contact with her.  Once again, promises without follow through.  
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

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:

Because the emails ask you to log in, I was unaware that I needed to respond to you through this email. I do not feel that this is resolved. The company has not answered either phone calls nor emails, disregarded a request for a refund, is sending conflicting information to me, and has completely glossed over the entire series of events both in their response to you and in the apology email ( an email is not a letter!!). I am completely frustrated,  and have no idea of how to resolve this issue at this point. [redacted]

Dear [redacted] , We are writing in response to Revdex.com Complaint #[redacted] for[redacted]. On February [redacted], 2015 our customer placed anorder for a ZUO - Era - Sofa. On March [redacted], 2015 our customer contacted us forassistance with tracking their item as the tracking number they had...

receiveddid not provide them with any information. On March [redacted], 2015 our customer notified us that they hadnot accepted their delivery as when the carrier stopped by the packaging hadbeen wet.  On March [redacted], 2015we asked our customer to confirm if they wished to receive a replacement, andasked the carrier to confirm that the item had been damaged in transit byproviding pictures of the item in their possession.  As our customer had notified us that theywished to receive replacements we reordered their item immediately. Our customer had reported that throughout theircommunications with our employees they had a negative experience overall.  We have forwarded this feedback to thesupervisors involved in order to ensure that each agent receives coaching whichwill prevent similar situations arising in the future.  As we are a drop-ship company trackinginformation does not originate with us so we are required to follow up with themanufacturer and carrier in order to provide the correct information to ourcustomers.  We are unable to preventsimilar situations from occurring in the future, however in this case werecognize that our customer did not receive an immediate update once the issuewas resolved so we are working internally to strengthen this process forfuture. In this case we proactively reordered our customer’s itemwithout having received confirmation that the item itself had been damaged inorder to provide a more customer-friendly resolution for our customer.  Typically if an item is perceived as damagedin transit and our customer refuses the order we are required to receiveconfirmation of the damaged piece(s).  Wetake this step in order to confirm that replacements are necessary.  If they are not we have no reason to delayour customer’s resolution by shipping a new item from the manufacturer as thecarrier would have confirmed that the original item was still in its original,good condition.  At last report from thecarrier, we received pictures that showed that the packaging was in goodcondition as it was wrapped in plastic, with no visible damage to thepackaging. At this time we have been advised that our customer’sreplacement has not yet shipped as the item itself is currently onback-order.  We have requested thatshould they prefer to receive a refund for their order we will be able to do soimmediately.  Once the item is ready toship they will receive an update with tracking information.  We provided our customer with a direct methodof contact and have also sent a written apology as they requested, includingadditional information as relates to their complaint. Please let us know if you require any additional informationto close this complaint. Sincere Regards,One Way Furniture

Hi,[redacted] ordered this item over a year and a half ago. Unfortunately, the item does not come with any type of warranty - so if he claims he has a 2 year warranty, could you please forward documents for us to review? Our last contact with the customer was to inform him that warranties (if any)...

are handled directly by the manufacturer. We gave him the contact of the manufacturer. The order number is [redacted] and it was placed on 6/**/2013 via One Way Furniture. I am certain they would be willing to help the customer.  Below is the contact number again. I emailed the manufacturer directly to see if they could help but I suggest as a customer he contacts them. If I get an update from them I will let you know right away.Manufacturer of the recliner.Flash Furniture [redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]

Hello [redacted],We are writing in response to Revdex.com Complaint #[redacted] for [redacted].Our customer placed two separate orders on October [redacted] 2015.  One order was placed for a Camelgroup - Rossella - China Cabinet and two Camelgroup - Rossella - Dining Chairs.  The other order was placed...

for one Camelgroup - Rossella - Dining Table and four Camelgroup - Rossella - Dining Chairs.A portion of our customer’s china cabinet and three of their chairs were damaged in transit.  The china cabinet was delivered on October [redacted], 2014.  We were notified that a portion of the piece had arrived damaged on November [redacted], 2014.  We let our customer know that we would need to receive pictures of the damaged pieces to submit for the manufacturer’s review.  While the manufacturer confirmed that we would need to place a new order for the damaged pieces, we requested that they provide the information necessary to replace the damaged portion.  We did not receive this information prior to the manufacturer closing for the holidays between December [redacted], 2014 and January [redacted], 2015.  Due to the extended delay we offered our customer a partial credit and gave our apologies for the wait.  We were notified by the manufacturer that we needed to request the information to reorder from a different representative.  On February [redacted], 2015 the manufacturer let us know that the order had been placed and that it would be in the warehouse the following week.  It was picked up on March [redacted], 2015 and is currently estimated to be delivered on March [redacted], 2015.On February [redacted], 2015 our customer notified us that they had received three damaged chairs.  On Februar[redacted], 2015 we placed a new order for the chairs and are working with the carrier to provide expedited delivery for the replacements.As we are a drop-ship company we are required to follow up with manufacturers and carriers as needed to fulfill a customer’s replacement requests.  These delays occurred in part due to the manufacturer’s limited assistance over the holidays as well as a lack of consistent and knowledgeable follow up by the agents involved.  At this time we are taking steps to improve our practices and ensure that we are following up with customers, manufactures, and carriers in an effective and timely manner.  We have also created new processes to ensure that all agents have immediate assistance available so that our customers’ requests can be completed with much less delay.  We apologize that our customer experienced such delays and are following up on their replacements to ensure that they do not have any issues receiving their items.  We have also provided our customer with a direct method of contact should they have any additional questions or concerns.  Due to the changes that are being made internally we expect that similar situations will be far less likely to arise in the future.Please let us know if you require any additional information to close this complaint.Thank you,One Way 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:

Neither the seller or manufacturer is honoring the warranty. 
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Dear [redacted],
 
We are responding in regards to Complaint #[redacted] for [redacted]
[redacted] who on May [redacted], 2014, ordered SKU:
B4300-XX, Bordeaux Sleigh Bed Brown Cherry.
 
As One Way Furniture is a dropship company working with a large range of
manufacturer’s, we rely...

on our manufacturer's and carrier’s to ship and deliver
our orders on time. In some cases we do run into issues that slow down the
order process and we make every effort to fix the problem and ensure future
orders are not affected. In this case the order left our manufacturer’s
warehouse late on June [redacted] and shipped to a cross-dock where it was
not picked up by the principal carrier until July [redacted], after our customer
contacted inquiring about the delivery status. As the internal tracking number
for the principal carrier was provided in error (# [redacted] with Averitt
Express) and this showed delivered, our customer’s order was marked complete by
our system in error and there was no follow up by our representatives.
 
We have worked with the carrier and manufacturer to correct
this issue moving forward. On July [redacted] the order was delivered to
our customer and we have applied a partial refund to our customer’s order for
the delay in having their merchandise delivered. We sincerely apologize for any
inconvenience caused and we hope our customer is satisfied with the end
resolution. We would be happy to assist our customer if they experience any
further issues with the merchandise.
 
Please let us know if you require any further information
regarding this case.
 
Sincere Regards,
One Way Furniture

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 and the matter has been resolved.
Sincerely,
[redacted]