Orange Tree Inn

The 50% off was on specific items "Calibri","sans-serif located and displayed throughout our store When we advertise percentages off, usually this is referring to the discount off of the compare to price at other stores, rather than our regular price In order to resolve any confusion, 1.) We have a price guarantee (days) if her previous purchased item was discounted further since she made her purchase; 2.) The promotion here was intending to show our discounts off other stores’ prices, and the reductions were not on every item in the store; but were for items displayed throughout the showroom 3.) We included giveaways and other prizes as shown below as long as the purchase met the minimum requirements; 4.) Our promotions are meant to be timely and not apply towards previous purchases, but we will reasonably accommodate our customers with our price guarantee 5) Our advertisements also say SEE STORE FOR DETAILS thank you

Hello, We are very sorry to hear that Mr [redacted] wishes to cancel hisorder Most of the casegoods today, and some of the upholsteryproduct, comes "knocked down" or unassembled This is done for a couple of reasons, 1) it cuts down on theprice and 2) a lot of customers pick up merchandise and do nothave a truck, OR, because the merchandise is not assembled, they canopen the packages or boxes while the product is in the back of their vehicleand take the furniture into the home piece by piece, and actually be able tofit the merchandise through doors or upstairs or get it where ever they wantthe furniture to be If the furniture were already built, it would be difficult to handle, andin many cases, too heavy We do have some items that do not knockdown or come apart at all, and most of the time our customers will purchasedelivery for that type of product.Many of our customers will ask how the furniture comes packaged or if it isassembled so they know what they need when they go to customer pick up, andthey can figure out if the product will fit.In the terms & conditions portion of the ticket, we do have asection that pertains to customer pickup, and it states:MOST ITEMS WILL BE PROVIDED TO YOU IN THE FACTORY CARTON AND REQUIREASSEMBLY SHOULD ASSEMBLY BE REQUIRED YOU WILL BE RESPONSIBLE FORASSEMBLING THE PRODUCT.I will attach a copy of the terms and conditions to this file as well as one part of the ticket.I will have a [redacted] or [redacted] contact Mr [redacted] to find out if he wouldlike to purchase delivery for the chairs, which would include assembly orif he prefers, he may schedule a day to go to customer pick up to getthem If he would like to cancel the chair portion of theticket that has not yet been picked up, he may do that The table may not be return, as Mr [redacted] has had that product since 5/14/ Our return policy is also located in the terms and conditions.thank you

From: [redacted] Sent: Thursday, July 03, 11:AM To: [redacted] Cc: [redacted] Subject: Richmond Revdex.com complaint # [redacted] Hello, /> I have reviewed the report and found this customer’s account, under the account number [redacted] provided in the report: [redacted] , however, I do not find any ticket number [redacted] , or any ticket from four years ago- Please see below the customer’s account we have on file The sku [redacted] stated as a recliner is not for a recliner, it is for a warranty I do show a recliner purchase on the same ticket [redacted] This is a purchase from I do not show the purchase referred to in the report from four years ago See the [redacted] file of this account I tried to reach [redacted] July 3, at the number provided in the report and left a message asking her to call me as I need more information to get her assistance from the store (We do no process refunds in the Customer Service Dept.) Thank you, [redacted] Customer Service Director Haynes Furniture Co., Inc& The Dump [redacted] office

[A default letter is provided here which indicates your acceptance of the business's
offer. If you wish, you may update it before sending it.]
Revdex.com:
Haynes did exchange the box spring on April and everything is good
I have reviewed the offer made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to meI will wait for the business to perform this action and, if it does, will consider this complaint resolvedIf the company does not perform as promised I can get back to you at: ***
Regards,
*** ***

Our ADV low price promise states that if the same merchandise goes on sale within days from the date of purchase (lower price, but must have the same delivery and financial terms as the original sale if delivery/financed.) It must be the same: Same style and
color, same vendor. Special orders do not quality for stock merchandise advertising allowances, because they are customer orders. I apologize for any misunderstanding or miscommunication. The Store Manager and the Director of Stores have been sent this complaint and the Store Manager shall respond by phone to the customer this weekthank you

I purchased a mattress from Haynes on West Broad in Richmond, Va in August Three days after purchase file a complaint in store about the mattress sinking, after having many calls unanswered finally had someone come out to measure sinkhole in mattressDenied because sinkhole wasn't deep enough yet I'm still sinking at nightUntil I been started to sleeping on my sofa for two months because of sleeping on my sofa I also have purchase a new one cushions wont stay on it a moreTrying to speak with management because will not receive or return my calls, emails not replied toContact *** news to investigate but wasnt responsed toI brought this mattress in cash in good faith and it has been a nightmare trying
to get satisfaction It feels like we have your money you deal with itI know with the mattress I can go small claims court

Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
[Provide details of why you are not satisfied with this resolution.]
Regards,*** ***
I had a recent complaint (***) open against Haynes Furniture to help resolve an issue with Haynes honoring their warranty and repairing or delivering a new piece of furniture after months of hassle and run around from their customer serviceThey finally showed up this past Sunday with one piece of replacement furniture as promised, which I am pleased with, but the dresser they brought was in worse shape than the damaged one they were here to replaceI refused the disgrace of a dresser that they tried to deliver and I was told management would be contacting me shortlyI am not surprised that this has NOT happened yet and I am back in the same situation I have been in since SeptemberI am trying to avoid legal action but they are backing me into a cornerSince they cannot deliver a "***" dresser as promised by general managers, I am requesting that they actually professionally repair the damage to the top of my dresser per their warranty which states "repair or replace" or they need to take everything back and return all of my money including that which was spent on the warrantyNothing in the warranty says "replace with something similar"......it says "repair or replace"I will not accept a miss match oddball piece of furniture in an entire bedroom set.I am requesting that they actually professionally repair the damage to the top of my dresser per their warranty which states "repair or replace" or they need to take everything back and return all of my money including that which was spent on the warrantyNothing in the warranty says "replace with something similar"......it says "repair or replace"I will not accept a miss match oddball piece of furniture in an entire bedroom set

Hello,
We will reach out to this guest today. All of our delivery time frames are estimated, and this is stated on the back of the order, however our delivery dispatcher should have called *** *** before the estimated time frame ended to give an updated arrival time
As soon as it was confirmed that the bedding was not what *** *** ordered, we apologized to *** *** and arranged an exchange to correct that mistake. It was discovered that the mistake actually happened on the delivery truck, when the delivery team mistakenly pulled the wrong set off the truck.
We believed *** *** was satisfied. I will have a phone call go out to her today to apologize again, and we will be happy to send her a gift certificate.
Thank you,
*** ***
*** *** ***
*** *** *** *** * *** ***
*** ***
---------- Forwarded message ----------From: Cindy Arthur Date: Sat, Jul 5, at 9:AMSubject: RE: You have a new message from the Richmond Revdex.com complaint #10081660To: "[email protected]" Cc: Susan Hangarter , Brandy Barkley , Precilla Santiago , Fab Jones-Hill
Hello,
We will reach out to this guest today. All of our delivery time frames are estimated, and this is stated on the back of the order, however our delivery dispatcher should have called *** *** before the estimated time frame ended to give an updated arrival time
As soon as it was confirmed that the bedding was not what *** *** ordered, we apologized to *** *** and arranged an exchange to correct that mistake. It was discovered that the mistake actually happened on the delivery truck, when the delivery team mistakenly pulled the wrong set off the truck.
We believed *** *** was satisfied. I will have a phone call go out to her today to apologize again, and we will be happy to send her a gift certificate.
Thank you,
Cindy Arthur
Customer Service Director
Haynes Furniture Co., Inc& The Dump
757-552-1552 office
---------- Forwarded message ----------From: Cindy Arthur Date: Sat, Jul 5, at 9:AMSubject: RE: You have a new message from the Richmond Revdex.com complaint #10081660To: "[email protected]" Cc: Susan Hangarter , Brandy Barkley , Precilla Santiago , Fab Jones-Hill
Hello,
We will reach out to this guest today. All of our delivery time frames are estimated, and this is stated on the back of the order, however our delivery dispatcher should have called *** *** before the estimated time frame ended to give an updated arrival time
As soon as it was confirmed that the bedding was not what *** *** ordered, we apologized to *** *** and arranged an exchange to correct that mistake. It was discovered that the mistake actually happened on the delivery truck, when the delivery team mistakenly pulled the wrong set off the truck.
We believed *** *** was satisfied. I will have a phone call go out to her today to apologize again, and we will be happy to send her a gift certificate.
Thank you,
Cindy Arthur
Customer Service Director
Haynes Furniture Co., Inc& The Dump
757-552-1552 office
---------- Forwarded message ----------From: Cindy Arthur Date: Sat, Jul 5, at 9:AMSubject: RE: You have a new message from the Richmond Revdex.com complaint #10081660To: "[email protected]" Cc: Susan Hangarter , Brandy Barkley , Precilla Santiago , Fab Jones-Hill
Hello,
We will reach out to this guest today. All of our delivery time frames are estimated, and this is stated on the back of the order, however our delivery dispatcher should have called *** *** before the estimated time frame ended to give an updated arrival time
As soon as it was confirmed that the bedding was not what *** *** ordered, we apologized to *** *** and arranged an exchange to correct that mistake. It was discovered that the mistake actually happened on the delivery truck, when the delivery team mistakenly pulled the wrong set off the truck.
We believed *** *** was satisfied. I will have a phone call go out to her today to apologize again, and we will be happy to send her a gift certificate.
Thank you,
Cindy Arthur
Customer Service Director
Haynes Furniture Co., Inc& The Dump
757-552-1552 office

This isn't a complaintMy complaint was assigned ID ***I wanted to inform you that Haynes did take care of the issueI'm sorry it took to coming to you with a complaintI appreciate anything you did to get the results I receivedI can't tell you how many call I made and emails I sent before I got in touch with youAgain, everything is taken care of, and I won't buy anything from this company againBut Thank You so much for your help
Thank You!Desired Settlement: No settlement requested - for Revdex.com information only
Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to meI will wait for the business to perform this action and, if it does, will consider this complaint resolvedIf the company does not perform as promised I can get back to you at: ***
Regards,
*** ***

Hello,
We currently have an open service ticket for this customer. Initially, the customer called in requesting we allow a return on the chair because it is too large for the room. We do not allow returns due to preference. The customer asked to
speak to a manager about a return stating that we should make an exception because his daughter was in *** and because the chair it too large for them. The customer also said there seemed to be a problem with the back cushion, so we should take it back because of that.A manager did speak with the customer and explained that we don't allow returns or exchanges due to size or customer preference, however we do service what we sell on most items.
We did request photos. The chair appears standard, but we sent a technician out to the home anyway. The customer told the technician that they were unhappy with the back of the chair and the front of the back cushion. The technician did make adjustments to the back cushion to please the customer, however the condition of the cushion is standard and the chair looks like our floor model. Please see photos attached. The first photo is from the day of delivery. The second photo is a photo of our floor sample, taken today. The photos after that are the chair in the customer's homeAfter the technician visit, the customer reported that the seat cushion is sagging. We asked for photos. The seat cushion looks standard with wear and tear, however, the photos were sent to the vendor with a request to send the foam core and we would replace the core for the customer. The vendor has agreed to send the core directly to the customer. As of today they have given an ETA of Dec 11th, As soon as the customer has the core, we will send out our technician to install it in the chair, however, the new core will wear as any foam core cushion will do. The cushion will be depressed after someone has been sitting in the chair. This is normalThank you

The sofa is an imported product that arrives by shipRegrettably, delays occur which are beyond our company's controlWe are committed to delivering Mr*** sofa to him as soon as it arrives in our warehouse and we have also requested that the sale associate promptly
communicate any updates to him

*** ***
We do apologize to the customer for any frustration and inconvenience they may have experienced in the multiple deliveries for their bedding purchaseWe have checked our records and can account for the call to the customer the day before delivery on 2/and also on 3/to
*** and the time frame recordings respectively for 11am-2pm and 2:pm to 5:45pm. On 2/the drivers called the customer was not at home and our records indicate that a cusromer sercice representative called the customer at 11:02 with no answer and driver described the 2-story yellow home wirh green shuttersWe review operations daily to improve our system and how we do businessWe will be crediting the delivery charge of $back to the customer The delivery company did contact the customer on 3/They will be notified as well to call the customer again to address the home damage
***

[A default letter is provided here which indicates your acceptance of the business's offer. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to meI will wait for the business to perform this action and, if it does, will consider this complaint resolvedIf the company does not perform as promised I can get back to you at: [email protected]
Regards,
*** ***
I was contacted by Haynes on Saturday, January 14. The resolution is to allow me to reselect furniture for the dollar amount in which I paid for the original furniture. They gave me days to select. I went into the store yesterday and due to the sale advertisement, they were extremely busy. The salesperson suggested that I come back Wednesday, January so that she can take her time with me. I will go to Haynes tomorrow and reselect furnitureThank you for your assistance

This is a warranty claim, and must be processed through ***. The set is from 2013. We did process the approved claim from *** for the footboard and media chest exchange and we have no more. We apologized to Mr. Redd that he was not satisfied with the last remaining media chest. We offered $off, or a reselection for the media cabinet or we would send out tech. Mr Redd rejected those offers. *** from our delivery recovery group called *** *** today, and asked him what can she do to assist him, because this is still a *** claim. She asked *** *** did he want her to ask *** for a full replacement that included the matching pieces, and *** *** said no. He likes the set. *** *** reported that a *** technician was sent to his home previously, and said the technician said the media chest could be restored. If *** *** would like the *** tech to do a complete restoration, he would need to work through ***. *** told him she will be pleased to assist him with that today, and will call to *** for him. (Normally the customer would call to the warranty company). *** computer system is down at the moment, but as soon as they are back on line, *** will see what can be arranged for *** *** for a *** technician appointment. In the meantime, if he has any questions, he can always call back to *** at *** and she will be happy to assist him as much as we can. thank you

Re:*** and *** ***">
***,
In regard to this concern, the refund check will be issued on Wednesday, 6/4 and mailed to the consumer
The amount of the refund issued will be $***
We thank you for your assistance in this matter.
Regards,
*** ***

Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear belowI understand the response that Haynes gave but that was not what was said to me and my wife while at the store buying the furnitureI have waited for Haynes' phone call but no one has called me yetI filed this complaint with you because I have tried to call the corporate office but every attempt I make I am told someone from the store will call me and they have not called at allThis store in Richmond is by far one of the worst encounters I've had with trying to resolve an issueIt's clear their staff doesn't know the policies of the business and their customer service doesn't care to make the situation right.
[Provide details of why you are not satisfied with this resolution.]
Regards,
*** ***

Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
[Provide details of why you are not satisfied with this resolution.]
Regards,
*** *** Since I purchased two of the same sofas and only one has the issue I do not want to keep the defective oneThe one in the store is defective alsoThe tech said he could not fix the sofa

[A default letter is provided here which indicates your acceptance of the business's offer. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID***, and find that this resolution would be satisfactory to meI will wait for the business to perform this action and, if it does, will consider this complaint resolvedIf the company does not perform as promised I can get back to you at: ***
Regards,
*** *** *** ***

Order number is *** delivered on 11/16/15. At the time of delivery, our driver called in to report that there was a scratch on the table top near the lazy susan and a ladder back chair had scratches. Customer requested a service tech to restore
Service order
*** was opened on 11/16/and our Rep *** confirmed with Ms *** a tech would be out to restore on 11/21/15.11/20/15- 321pm Ms*** called in and reported to Rep *** that she felt the merchandise was not the quality she was looking for and she requested to cancel the service appointment and asked that we pick up the merchandise and refund her money. Ms *** was given that option on the day of delivery, and we do not sell furniture on approval. The file had to be reviewed by a service manager11/20/15 - 338pm A person identifying herself as the daughter of Ms*** called in stating that her mother would like to return the table set and she was informed that the file was under review by a manager and someone would get back to Ms*** shortly11/20/15 350pm Rep *** called back and Ms***'s daughter answered. *** explained that we service what we sell, and we do not sell on approval. She also explained that the furniture could have been refused at the time of delivery, however Ms*** asked for restoration. Ms***'s daughter explained that she could see more damages. *** asked for pictures so a manager could review11/20/15 416pm rep *** left a voice mail to the ***s to let them know the email was unsuccessful and to please call back in11/20/15 646pm Ms***'s daughter called back in and ask if we could authorize an exchange. The service department manager approved that request. The service appointment was cancelled, and exchange ticket 102LVJwas scheduled for 11/22 to exchange the table and one chair.
11/22/15 The delivery driver called in to report the customer was not happy with the replacement table or the chair. Customer said the table had a scratch on the leg and the chair was wobbly. Customer refused service. Customer was told she would be followed up with tomorrow. Ms*** reported that the delivery team left a drill in the home also11/23/15 When the merchandise was checked back in to our warehouse, the inspector reported that the chair was standard, and not wobbly (could have been Ms***'s floor). The table was found to have no scratch, but there was a mark on the leg-however the mark in the wood was a vendor marking under the finish and considered standard11/24/15 Rep Sarah and *** have called to speak to Ms***, but they are speaking with her daughter because we were informed that Mrs*** is in the hospital and that is why her daughter is assisting her Mother with this order. Her daughter has asked that we take the rest of the set back and refund her Mother. We have keyed in return tickets to pick up the rest and we are scheduled for 11/to go back out to the home to pick up the rest of the chairsIf there is something else we are suppose to do, Ms*** or her daughter need to please call us again and let us know what they need assistance with and we will be happy to assistI will have *** call the *** home today and ask if there is something else they need to be done for this order.
thank you

I have *** a copy of the private mailer, as well as the additional insert and envelope. All of the prices shown on the ad are the prices that the merchandise was tagged to sell ON WEDNESDAY only, and each piece that had been marked down additionally- only
for Wednesday, were flagged on the ad. On Friday the additional discounts would not apply.The tufted chair that retails for $1000.00, was marked down an additional $making the price $for WEDNESDAY ONLY. On Friday the chair was on sale for $The NFL chair was $on both Weds and Friday.
There was also an additional insert with the ad, with a $coupon attached, and that insert describes how to get the free gifts, use the additional $coupon, and also says SEE STORE FOR DETAILSIf you have any other questions, please let me knowthank you