One Way Furniture, Inc.

Review: On April 2014 I called ONE WAY FURNITURE because it carried the bed I want. First off the bed shown in the advertisement says that it is IN STOCK! So I called the customer service representative and said that before I would make the purchase I wanted to make sure they carried the bed in stock. I asked her if she could check and MAKE SURE the bed was in stock, she put me on hold and came back and assured me they had the bed in stock. She said it ships in 3 DAYS!!! I then purchased the bed. Two weeks later I called One Way Furniture because I have never received an invoice or email confirmation of my purchase. Today the customer service representative says that the bed has not been shipped and that it is on back order until MAY. I asked for a [redacted], [redacted] who refused to give me his last name said there was nothing he could do. I told him One Way Furniture has False Advertisement and customer service representatives who LIED to me! [redacted] then asked me what I wanted him to do. I told him I would like the bed that I had purchased and paid for. I have subsequently received monthly emails showing that the bed is on back order.

On July *, 2014 I received an email stating that my bed HAD SHIPPED. I followed the tracking number provided only to find that the bed had been delivered… to TEXAS. I immediately contacted customer service who offered to look up my information. She came back and argued that my bed had been delivered. I asked her to look to see where it had been delivered to and she came back and said Texas. I told her I lived in Arizona and have been waiting since April for my bed The agent then said “would you like for me to re-order the bed”. I told her why would I have to reorder the bed and wait another 3 months for it again. She said that was the only thing she can do.

Today I called to find out what the status of my bed was and I was advised by a male customer agent that he looked up my file and found that the bed had been delivered to Texas and my file was at the bottom of the list for action. He said that he would put my file at the top for immediate action and I would be receiving an email confirmation of such action.Desired Settlement: I would like my order to be completed and to be compensated for the time and aggravation that this business has caused me. have gone several months without a bed and I feel that they are doing absolutely nothing to rectify the problem. Not even offering me a solution.

Business

Response:

Hello [redacted],

We are responding in regards to complaint #: [redacted] for [redacted] .

The customer placed their order on April [redacted], 2014 for a Bordeaux Sleigh Bed Brown Cherry.

On April [redacted], 2014 we received notification from the manufacturer that this item was back ordered until approximately May [redacted], 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 [redacted], 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 [redacted], 2014 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 [redacted], 2014 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 [redacted], 2014. 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 [redacted], 2014 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 $699.67 - Reference Number: [redacted]

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,

Consumer

Response:

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]

As of today's date August *, 2014 I received a message from Senior resolution representative [redacted] the bed was still enroute to the local distributor. This business has repeatedly provided me with false information from the beginning. Advertising "IN STOCK" falsely and proving false and misleading information to the consumer. I 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,

Business

Response:

Hello [redacted],

We are sorry that our customer was not satisfied with our initial response. Our customer was refunded on July [redacted] in full as we could not receive a confirmation of the location of the merchandise from our carrier. On August [redacted] the merchandise was delivered to

our customer and as mentioned they have also received their refund in full. As of today August [redacted] we are still unable to reach our customer. As 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

Review: Order number [redacted] was delivered without shelves. The item is a corner display cabinet (not a very good display cabinet since it has no shelves). The item was scheduled for "White Glove Delivery" so the item was was unboxed by the local carrier and delivered wrapped in plastic, so we did not know the shelves were actually in a separate box which the carrier did not deliver. I have called OneWay Furniture eight times - each time remaining on hold for more than twenty minutes before I was dumped into "leave a generic message" voicemail box. I left a message every time. In addition, one time there was an on-line chat button available. Once the chat window open it simply showed a statement that no agent was available and to type in a message and submit it. I also did this, and kept the transcript. So far no return calls or emails, and no known way to reach the company as they do not answer their phones.Desired Settlement: Replace entire cabinet with one that INCLUDES THE DISPLAY SHELVES!

Business

Response:

Hi,

The missing Glass Shelves were shipped out by Fedex under tracking# [redacted] and was delievered on 8/**/2013

Review: I placed an order for a piece of furniture that was listed as "in stock" and was supposed to ship within five days. I paid via paypal. Two days later, I received an email stating that the estimated ship date is not until January of 2014, which is unacceptable. The company had already taken the funds out of my paypal account, which is odd because most reputable businesses do not deduct their funds until the item ships. Their website states that I can call, email, or online chat in order to cancel my order. I have called at least ten times during regular business hours and the phone rings for twenty minutes and then goes to voicemail. I have tried online chat, but they are never "online." I have sent several emails with no response. I have left voicemails and no one has returned my calls. This whole situation is unacceptable. I need a full refund.Desired Settlement: I need a full refund for my order. I also think the public needs to avoid this company!

Business

Response:

We refunded the Customer in full on 12/**/13. And the order was cancelled.

Consumer

Response:

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,

Review: An order was placed with the company for a living room table set, four pieces that consist of a coffee table, sofa table, end table and chair side table. After waiting about 2 weeks, the tables were delivered damaged and the delivery company advised that we refuse delivery. It took almost a full week of attempts (including multiple emails and phone calls) to have this company even contact us to discuss options. They reluctantly agreed to contact the manufacturer and have a new set shipped.

Several weeks later we received the second shipment from the same delivery company (Manna) and the tables were again damaged. Scratches were present that penetrated through the wood veneers to the underlying substructure as well as an inconsistent stain on the bottom shelf of the coffee table. We again refused delivery as we do not wish to have repairs conducted on such damage, especially as we purchased the item as new.

In contacting the company, again a difficult process, they advised that the item was delivered as distressed (which is clearly not indicated on the manufacturer's website, nor in any of the showroom pieces in local retailers). As this was the second shipment in excess of a month's time, we asked that the tables be returned to the manufacturer and that the sale be cancelled. The company refused the request as they believe the tables are in the proper condition, including the veneer piercing scratches, and is unwilling to help with a resolution. The shipping company has been great in procuring the damage photos and have been supportive of our situation. The company in question has been unreasonable to work with and does little to even return calls, let alone resolve the issue.Desired Settlement: A full refund of the purchase price as we never took delivery. We have waited a full month and had to endure countless attempts of just getting this company to respond.

Business

Response:

We have given this Customer a Full Refund for the inconveniences that took place on 8/**/2013.

We apologize for the inconvenience.

Review: My company placed an order with One Way Furniture on Monday, August [redacted] and according to their website, the items purchased (2 glass desks and 1 office chair) totaling $277.00 was in stock and should ship within 24 hours. I've tried to go on their site to get tracking information but the site is always down so I called the toll free number listed on the site. I talked to a person once and was told she would call the manufacturer to find out the status of our order. This was Wednesday of last week. I've called and got a message that the office was closed even though it was within their normal business hours and the message said to leave a voice mail and someone would get back to me. No one has called, I cant track my order because their tracking site is down (again) and I'm getting the feeling that this company is a scam. I want a full refund since I cant get anyone at the company to give me any information about the order we placed with them. They processed our payment for the items before the day was gone but we can't seem to get them to honor their end of the bargain. This seems like a scam and we need this to be resolved immediately.Desired Settlement: I don't want to have anything else to do with this company. We'll purchase the items from another more reputable company that honors its word to its customers.

Business

Response:

We apologize you were unabe to get in touch with us.

Your order has shipped. Here is your tracking information:

Fedex Ground

Tracking Number [redacted]

Your order is scheduled for delivery on 8/**/13

You were unable to track your order because it did not ship until 8/**

Thank You for your order and we do hope you are satified with your items once recieved.

Consumer

Response:

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,

Review: Bogus website, unable to contact this business to confirm shipping of product purchased online from website

.

The item I wanted was sold out on Bed Bath and Beyond so I looked thru other wbeistes for similar products. I puchased a Powell mirriered armoirse online for $239 from Oneway Furiniture on Nov [redacted] with confirmation email of purchasewith US 48 free shipping. the website generated an email that noted a confirmation number , tentaive ship date of 11/** and that an email with shipping info and tracking infor would follow. since it didnt follow and I tried to track it, I found that when you call the 800# on website the phone doesnt answer, tells you to call back during business horus- their contact us customer service link is inoperable, , and the customer service chat room doesnt work .Desired Settlement: I want to have this business website confirmed as legit and operable, if so then have the delivery confirmed otherwise I will cancel the transaction and request refund on credit card. -the website is bogus

Business

Response:

Hi,

Hi Order shipped 11/** via [redacted] #[redacted]. They will call the customer to schedule the delivery date and time. This order can also be tracked on [redacted]

Review: Placed on-line order for chest of drawers 6/[redacted]Order arrived 6/[redacted]Box arrived damaged and damage was noted on shipping manifest[redacted]significant, not minor, hidden damage to chest evident on un-boxing[redacted]immediate phone notification to freight company, manufacturer, and One Way furniture of damage[redacted]One Way Furniture promised immediate email regarding moving forward, but none came[redacted]attempted multiple contacts with One Way Furniture through phone, on-line support, and email between 6/** and 6/[redacted]Contacts were either unsuccessful due to unavailable support or characterized by delays, unresponsiveness, and stonewalling[redacted]for example, sent two sets of photos of damage and box to [redacted] at her request and then received the following email[redacted]Hi, I was just informed that I must not offer my assistance to you - that you should contact [redacted] at extension [redacted] ([redacted]) for future communication. Sorry for any inconvenience or delays this causes[redacted] likewise stonewalled and delayed, never agreeing to replace item or refund payment[redacted]last contact with [redacted] was a 6/** email from me asking for immediate action[redacted]no reply to date.Desired Settlement: Full $591refund; One Way Furniture to pick up damaged item.

Business

Response:

Hi GB Mayes,

I'm sorry for the delay. I see indeed that [redacted] escalated your response to the Executive Coordinator here but it doesn't look like she ever received a reply. She should have let you know that she was still waiting at least. Perhaps she sent an email you missed in your spam folder? In any case, I'll go ahead and tell them this needs an immediate answer. Please not the order number you provided in this complaint was incorrect. For future reference it is [redacted]. I've requested immediate action on your behalf. Thanks again for your continued patience.

Consumer

Response:

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]

Apparently One Way Furniture can't keep its complaints straight. Then, instead of researching my last response that notified them that they mismatched complaints, they forge ahead with their error. I never ordered a bed from One Way Furniture. I have not spoken to them regarding receiving a replacement. Their response is for another customer, not me.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

Hi,

I apologize for the mix up. Your order # [redacted] was refunded in full on 7/**/2013. If you still have your Dresser it can be disposed of.

Review: I have received over five voicemail messages stating that the billing information on my last order had an error and I should call them at [redacted]. I called that number three times, and the automatic phone system hung up on me each time after I answered some of the basic questions like the daytime phone number associated with my order. I tried a fourth time the next day, same result. Finally a week later after receiving the fourth voicemail, I tried a fifth time to call them. This time I got through the intro and was left on hold for God knows how long before I finally gave up and opted for the "leave a message" option. I stated who I was, what my order number was, how I was sick of this treatment and I wanted to cancel the order and for them to stop contacting me. I also stated that if they contacted me again, I would block their phone number and contact the Revdex.com. Well two days later I get the same call from One Way Furniture saying I need to call them at the number above and correct my billing information. So I blocked them and here I am, informing the Revdex.com of their TERRIBLE customer service.Desired Settlement: Stop Contacting Me

Business

Response:

Hi,

I apologize for any inconvenience this may have caused. Your order has been canceled, and the confirmaiton number is [redacted]

Consumer

Response:

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,

Review: Sept.**,2013, I ordered a sofa. On the [redacted], I was notified it had been shipped via UPS, and that I should make sure I had someone to unload it and assemble it. I did not, so called them to cancel. Lady named [redacted] said, nothing she could do as it was in route. So I called UPS and was told to refuse delivery. Now they only refunded $292.65 of the $409.00 I was charged. I feel this is unfair, and I want a full refund. I called them back but no one answers the phone. I did not accept delivery as I had canceled shipment on the [redacted] of Sept. telling them that I am 82 and had no one to help with the unloading or moving it into the house. Or with any assembling of the sofa. As per law, I canceled the purchase within the 3 day cancelation period. I received notice from UPS that it has been returned and received by One Way furniture a week ago. I feel that I should be held responsible for any return charges or restocking fee as I did call to cancel within the 3 day limit, only to find out that they already shipped it. [redacted]Desired Settlement: I WOULD LIKE A FULL REFUND. SO FAR I GOT $292.65, BUT THEY OWE ME THE $116.35 ON MY DISCOVER CARD TO COMPLETE THE $409.00

Business

Response:

Hi,

The customers credit card was refuned 116.35 on 10/**/13. Thanks!

Consumer

Response:

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,

Review: I ordered an entire bedroom set from OneWayFurniture.com and received my order. When the order was open, 4 of the 8 pieces were damaged. The shipping person with their so called "white glove delivery" did not even open the packages to inspect them while he was there and we discovered the damaged products shortly after he left. I called in last week and told the shipping company who opened the claim with OneWayFurniture. I was originally told by the shipper we had 60 days to open the product to view it to make sure it wasn't damaged and if it was damaged we would be delivered a new set, but I did so within about 72 hours. When I called OneWayFurniture last week, I was told that someone named [redacted] at extension [redacted] was handling it but not in the day I called. So I waited until Monday and called back, but the ext didn't even ring it just went straight to voicemail. I finally called the regular hot line and got ahold of someone after waiting for about 10 minutes. They knew of my damaged product claim and told me to email pictures of the damages items to [redacted]. So I did so immediately after and labeled each email individually and put multiple pictures of each damaged product. On the [redacted] and final email, I asked for the person I talked to, to respond either by email or phone to let me know she received the pictures that she asked for. I received no response. Today, I have called OneWayFurniture 4 different times and received no call pick up, no returned phone call for messages I had left, and when I dialed my "claim-worker's" direct extension of [redacted], it would automatically disconnect my phone. I left two messages after waiting for more than 45 minutes on the phone with no response and still received no call back from anyone by end of business. I'm worried they may not be exchanging the products I bought from them that were damaged due to the unresponsiveness.Desired Settlement: I would like to get the furniture I originally paid for, in a brand new condition without damage. And I would like this EXPEDITED as we are moving into our new home 2 weeks from this Friday on August [redacted]...and this is the bed set my wife and I would be sleeping on.

Also, for this extreme inconvenience, unresponsiveness, and complete lack of customer service...anything that can be done to refund partial of what I paid, or be given a large "in-store" credit would help smooth things over with me, as I am extremely unhappy to this point with the entire process.

Business

Response:

Hi,

We apologize. This order arrived damaged. We are in the process of setting up a replacement order asap. I will respond back once we have that completed.

Business

Response:

All pieces Customer was missing due to damages or short shipped is set for delivery. They shipped YRC Freight BOL#[redacted]

An associate here in our Customer Service Dept has been working closely with the Customer to get this resolved. Her name is [redacted].

Review: Ordered a chair on June [redacted], 2013 with a 2 year warranty. (Order number [redacted]). I have a copy of the order and warranty. The headrest on the chair is cracked. I contacted One Way on Oct **, 2014 and asked for a replacement headrest. They told me they had a 'new computer' system and the history of 'old' orders have been deleted. I sent the details of the order to them and have followed up several times. I have been told to call 'head office' at an 800 number which has been disconnected. I have waited 6 weeks and no one has contacted me despite my several attempts to follow-up.Desired Settlement: Replacement

Business

Response:

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]

Consumer

Response:

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]

Here is the URL for the product that states that there is a 2 year warranty. [redacted]Additionally, the last contact I had from CYMAX was on December [redacted] where they said, "I hope this email finds you well. We have attached this picture along as a detailed description of the issue to our representative for archived One Way Furniture orders. A further update will be provided as soon as we receive a response back. Thank you for your continued patience during this process."I have heard nothing since. I have a comprehensive email stream lasting 2 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,

Business

Response:

We have provided the manufacturers direct managers contact name, phone number, and email to escalate the warranty claim. Since 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 suitable. We 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,[redacted]One Way Furniture - Support

Consumer

Response:

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,

Review: I ordered an office chair on 1/*/14 that was never shipped out. On the website it states " In STOCK - Usually Ships in 24 Hours". I finally tried contacting them via email on 1/**/14 and no one ever responded. I called in and after being on the phone for 40 minutes they said this item is currently on back order. I told them this is false advertisement to the consumers and it should be changed on their website. They then offered me a discount to wait and said it would be shipped out around 2/*/14. And now I'm coming up on 2/**/14 and the item still has not yet been shipped. I've checked the website periodically and they're still advertising the same chair as " In STOCK - Usually Ships in 24 Hours". I HIGHLY RECOMMEND NOT TO EVER BUYING FROM THEM.Desired Settlement: Delivery of order. Also to stop the false advertisement and be truthful as to when the item ordered will be shipped out and or even if the item is in stock. I have a feeling nothing is in stock, they just wait for a bulk order to save themselves money. Not fair.

Business

Response:

Hi,

On 2/**/14 customer was informed by one of our customer service representative [redacted] that the item was on back order until 5/*/14. He requested for this order to be canceled so she canceled the order, and she emailed him a confirmation on 2/**/14. This order was canceled and we did not charge him.

Consumer

Response:

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:

I canceled the order due to the long waiting period and because of the false online advertisement "In Stock usually ships in 24hrs". I want consumers to watch out for companies such as this one. The point is they said they were on back order the first week, then said it again. If I wait until May there's a big chance they will use the back order excuse. By this point I would have waited FIVE months, again it's not fair to the consumers. This complaint should stick regardless of the companies response.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

Hi,

We apologize for any inconvenience this may have caused, but the item is on back order by the manufacture. Order was cancelled successfully, your credit card was not charged. Your cancellation confirmation number is [redacted].

Review: I ordered a product on-line from One Way Furniture on 11/**/2014,Order#: [redacted] Order Date: 11/**/2014 [redacted]. the email confirmation stated:"We are currently processing your order and will notify you when it has shipped. Please review your order confirmation to make sure that we have your correct address and phone number, and that the items on your order are all exactly what you wanted to order. While we strive to provide great service, please note that shipping and delivery dates are estimates"I never received any email regarding shipping. On 11/**/2014, [redacted] I called and cancelled the order because it was the wrong order. The email response at [redacted] was:"Unfortunately, we were unable to process your cancellation request as your order had already shipped or was in the shipping process." with tracking information.The above company is charging me over $100 to restock and return the product. I contacted [redacted] and they haven't shipped anything because of weather delays. I am being charged over half of the original purchase price for something I can not control, ie weather. The product is still in-house!Desired Settlement: I want my original purchase price refunded and not to be charged any re-stock or return shipping cost.

Business

Response:

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

Review: I had placed an order with One Way on March [redacted], for a bedroom set worth 2800+ dollars. Shipping estimate was 2 - 3 weeks from date of purchase. When I called to inquire 4 weeks later why the furniture did not arrive, I was told my payment somehow didn't register properly. They now have had my funds sent from [redacted] for 4 weeks. They claimed to process the order and would send it shortly. They also failed to provide an invoice. Two months later now from the time of initial order I was told it was shipped. As I find out later, the shipping company is attempting to pick up an order that is not there. Not only did the customer service failed to explain why this was happening, they completely ignored my requests at this point to just issue me a refund. Finally I was told my furniture is not ready for another 4 weeks. They agreed to issue a refund but have not done. I was told it was issued, then I was told they didn't know how to refund an e check and similar ridiculous excuses. They won't let me talk to accounting nor will they let me get in touch with anyone from their legal department. At this point now three months after they took my money I have neither received my purchase nor have I received any refund from these people. All my requests have been met with lies or absurd excuses. I would like this company to be fined for their fraudulent and deceptive business practices.Desired Settlement: Refund.

Business

Response:

On March [redacted], 2014 our customer placed and order for SKU: [redacted], [redacted] 5-Piece Sleigh California King-Size Bedroom Set - Dark Brown. Prior to receiving the funds our customer called us to upgrade their shipping service level. Our customer’s credit card was charged the shipping fee and the order was left pending for the receipt of payment from [redacted]. Our customer completed this order using [redacted], of which the funds were received by One Way Furniture on March [redacted].

Due to a [redacted] System issues the [redacted] transaction was not logged in our system and the order was not released to our manufacturer. This issue was identified when our customer contacted us on April [redacted] and the funds were located and entered manually by our accounting team. The order was sent to the manufacturer for processing on April [redacted] and a discount for the inconvenience was offered to our customer, which our customer accepted. On April [redacted] and [redacted] our customer contacted us for a status on their shipment and to also advise that they were yet to receive their discount. In following up with the manufacturer, they informed us that the order was on backorder until May [redacted] and at that time our customer requested a cancellation on their order.

The order was confirmed cancelled on April [redacted] and a refund was initiated in our system. The shipping upgrade charged separately was refunded on May [redacted] however, due to the error with the original transaction noted above; it was not possible for us to issue a partial and full refund our [redacted] account. On May [redacted] we advised our customer to file a claim with [redacted] in order for us to “Accept” the claim and issue the refund.

On June [redacted] our customer confirmed for us that they had received all pending funds and that they were considering the case resolved. We sincerely apologize to them for the unfortunate series of events that affected their order and for any frustration or inconveniences caused. We also apologize for the timeframe taken to have this resolved for our customer. We have made necessary internal changes to ensure this [redacted] payment issues do not occur again and that these incidences will be escalated appropriately within our company.

Please let us know if you need any further information regarding this complaint.

Sincere Regards,

Consumer

Response:

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]

You were in possession of my money for three months - it was not until I complained and posted my experience online that my funds were finally refunded. I had called [redacted] and they forwarded very simple instructions in May on how to refund the money and the company chose to just ignore this until it became apparent that I was going to post anywhere and everywhere about what they had done to me. Dear Revdex.com, how come a company with this many complaints still has an A rating. Its a little insane. It seems in all the complaints there was some sort of unfortunate glitch with the computer system. I was lied to on so many occasions that I cannot even count. The fact that the furniture was on back order was never once communicated to me. If The reason I requested a refund was because I was getting the run around and horrible costumer service, it was not till now that the back order business was brought up. I believe that what happened was... the company was going to hold on to my money one way or another and then send the furniture whenever it was going to become available. I have never been treated this badly by any company and I do not accept that this was all just simple errors. [redacted] told them how to refund the money and they just chose to ignore it and one of the costumer care "specialists" actually told me I should go to small claims court. In retrospect, I should have gone to court for the time lost and emotional beating that I received after dealing with these people.

Even though I have received my funds, I consider this issue not resolved as the company is taking no responsibility for its business practices and claims this was all an unfortunate case of coincidences. That's ridiculous and your rating on the Revdex.com should reflect that.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Review: Stress.depressionDesired Settlement: New China Cabinet and new 3 chairs with out damages. Free white glove deliv

Business

Response:

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

Review: Absolutely the worst customer service I have ever received. I was just hung up on by one of their Customer Service Representatives. I guess next time they ship out the wrong item, I should just say thank you and not try to have the correct item shipped. My order number was [redacted] and I ordered an Espresso color bedrail, however One Way Furniture shipped a cherry color bedrail. When I called to have the correct item sent the customer service rep was very sarcastic and hung up on me.Desired Settlement: I want a full refund as I will never do business with this company or offer them another chance to send out the correct piece.

Business

Response:

Hello [redacted],We are writing in response to Revdex.com Complaint # [redacted] for[redacted].On September [redacted], 2015 our customer placed anorder for a Sorelle - Tuscany & More - Conversion Rail.On October [redacted], 2015 our customer contacted us toadvise that they had received their item but with an incorrect finish. The agent our customer spoke with originallyfiled a replacement request so that they could receive the correct item, butthat by the end of the call our customer instead requested a refund.On October [redacted], 2015 we refunded our customer andreached out to them to let them know. Wealso apologized for the negative experience that they had with their order, andlet them know that we would follow up with the manager of the agent they spokewith so that we could ensure to address the issues they raised.We apologize that our customer received an incorrectitem. We had a website error whichcaused the incorrect finish to ship, this has been corrected so that othercustomers are not affected by the same issue. We also apologize for the negative experience that they had.Please let us know of any additional information needed toclose this complaint. As the issue was resolved on the same day it was brought to our attentionwe would appreciate if you could consider this a letter of experience rather than a complaint. Sincere Regards,One Way Furniture

Review: I purchased (3) Row of Three Showtime Home Theater Seating, total of 3 couches on June [redacted] 2014 for $4,367.29. One couch was delivered July [redacted] 2014, and I asked the Manna delivery company where the other two couches were and he said they were on their way. So I called one way Furniture, and spoke with a customer service representative that informed me that I had received the entire order and that is all that I was going to get. I knew that was not correct so I called back and spoke to another customer service representative who stated yes sir you are missing 2/3 of your order. I was told that it would be taken care of, but after a couple of weeks I did not receive a call or see the product, I called back. I continued this processes now for 2 months and each time I am promised that I will get them in the next week and I still don't have the product. On August [redacted] I received this email.

Hello [redacted],

We have now received the documents needed from the manufacturer to confirm the 6 other recliners have been shipped. It has now been provided to the carrier and I have asked them to confirm if they have them and are ready for delivery. At this time I would like to offer you $250 discount on the order to accept delivery if these recliners are found. Please let us know if this is acceptable to you.

Thank you,

Then on August [redacted] I received a email from [redacted], stating the the product was being shipped. Today 9/*/2014, I call [redacted] and they informed me that they did not know where to deliver the product so they sent it back. I called One way, and explained what happen, 2 customer service representatives later and several hours on hold, I am promised once again that the product has shipped. I told the representative that that was unacceptable and that I did not believe him, I had no more trust or faith in his word or his company. I was offered a 250.00 discount again. I asked does that 250.00 go on top of the 250.00 that I was already offered and he said no. I said at this time I will accept a large discount and a follow up email or call daily as to the tracking of the other two couches. He said okay let me call you back in 15 minutes. I never received a call back and did receive this email.

Hello [redacted],

I hope this email finds you well.

Please see the breakdown below for the refund of the two sets of recliners.

$3167.90 original purchase price - the coupon discount of $313.63 = $2854.27 + (beyond fee) of $60.42 = Total refund due: $2914.69

Also, this is confirmation of the 10% discount on any future order placed.

Sincerest apologies for the inconvenience this has caused.

Kind regards,

One Way

[CaseID:[redacted]]Desired Settlement: The out come that would satisfy me is for the other two couches to be delivered in two weeks, with a daily update on the tracking progression of it making it to my front do, as well as a 500.00 discount for the time I have lost and the major stress that it has caused. The product was paid for on June [redacted], I truly do not think this should be an issue for a reputable company.

Business

Response:

Dear [redacted],

We are responding in regards to complaint #[redacted] for [redacted]

[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

Consumer

Response:

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,

I ordered a white sectional and was sent a cream colored sectional. I called to inform the company. They tell me I will have two options. 1. Keep it and they will give me a 10 percent discount or 2. Pay for returns, processing fees and restocking fee and ect. I asked for a full refund and they refuse to give me my money back. They say it looks white to them. Im so depress and angry. I would never recommended this company. Now I have y o get an attorney. Shame on this company.

Review: I ordered a curio cabinet from One Way Furniture on 5/**/14. The order said the shipping was to be [redacted] Service. The [redacted] service on their website read:

"[redacted] Delivery: [redacted] is extremely helpful where you need the furniture brought into your house, unpacked, debris removed."

This did not happen. The delivery men brought it in the house and left. They didn't want me to inspect it. They did not unpack it or remove debris. When I called the company they said there are 4 levels of [redacted] service. [redacted] is elusive language because it also implies better service but all it is is basic shipping. The representative could not give an explanation of why the [redacted] service did not do what it cited on the website. They only read from their sheet saying [redacted] levels being [redacted] bronze (which I had) [redacted] silver, [redacted] gold, [redacted] platinum. All these levels mean are whether they bring the box in the house and to a particular room. I find the use of "[redacted] service" in and of itself misleading the customer. But the agents also did not provide the basic service of "[redacted] delivery" being that the agents did not unpack the item and remove debris". One Way Furniture did not address my concern and issue with an answer.

Their delivery slip read: "placement of product through the threshold" which does not suggest to the customer any form of [redacted] Bronze on any level.

One Way Furniture is a great disappointment,…and the name fits…they will only see things "one way"…their own. There was no apology for this lack in service.Desired Settlement: I filed this complaint so that this company will stop misleading customers into thinking they are getting a special service other than basic delivery. They also need to apologize for the lack of service and take responsibility by acknowledging the customers complaint. They should have offered at the very least that someone from [redacted] delivery service or [redacted] follow through on the [redacted] service they printed on their website and "unpack the item and remove debris" which they did not do.

Business

Response:

We are responding in regard to complaint ID# [redacted] for [redacted].

On May [redacted], 2014, our customer ordered SKU: [redacted], Coaster 5 Shelf Curio Cabinet with Can Lighting. The order was shipped and delivered on time on June [redacted], however, at the time of delivery the carrier contacted One Way Furniture to upgrade the delivery service to inside delivery. At the time of purchase our customer was issued an order confirmation which listed the delivery service level as follows:

[redacted] Bronze

Delivery to the threshold of your home (garage, front entrance etc.). The product will be kept in its original packaging, and there is no assembly provided with this service. The shipping company will call you in advance to schedule a delivery appointment window, and you must be at home to receive the order. Please note that deliveries cannot be made to a PO Box. Please be advised that missed delivery appointments will be subjected to an attempt fee.

For this reason, we declined the upgrade that was requested from our customer. Upon further review of how the delivery method was presented to our customer on our website, we have identified how the service level could have been misunderstood. We will be making adjustments to our website to ensure that the information is presented more clearly and we hope that this will limit any confusion for our future customer’s. In retrospect, we agree that the order should have been upgraded when requested. Considering that the merchandise is now delivered to our customer and we do not have the opportunity to amend this mistake, we have applied a discount to our customer’s order which we hope they find amicable.

We truly apologize to our customer for any upset or inconvenience caused. We apologize for the lack of service that was provide and we hope that the resolution provided will in some way make this a better experience for our customer.

Please let us know if you require any further information regarding this complaint.

Sincere Regards,

We ordered a bunk bed set and they sent the wrong slats. We contacted them and sent our order number info with our note asking for the correct slats to be sent. We had to send photos of the actual bed we set up and a photo of the incorrect slats. I finally called and they said they'd try to get back to us on how they would handle the situation at which time I asked for a supervisor. They finally recognized we had sent all of the requested photos and they would send the replacements out but it will take another week for them to send them. The bed is needed now, also the price has dropped $50.00 so I think we should get a refund for $50.00 since we still do not have the complete order. I also want to say they didn't send the correct hardware but we dealt with that on our own. I'm less than happy with our experience with One Way furniture! We had to call and contact them repeatedly to get them to follow through to correct their mistake and the final outcome is at least another week away.