Orange Tree Inn

[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 [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: [redacted]
Regards,
[redacted]
I would like to respond to the complained I filed with Revdex.com. The Haynes furniture did give me the option to reselect after I filed this complaint. We were able to get a different sofa & love seat instead of sectional. They did gave me the option of discounted restocking fee however, there was no price adjustment. I had to buy furniture (+ other stuff to make up the price difference) for the same amount. 
Thanks to Revdex.com.org for helping us thru this and I will call this complaint resolved. 
regards,
**

[redacted] was approved by [redacted] for a replacement of two pieces.   Our Rep [redacted] entered a ticket for [redacted] to exchange two pieces.  A footboard and a media chest.    We had the order scheduled for delivery.     [redacted] advised [redacted] that we no...

longer had the media chest in stock, and he could reselect.   He did work with Mr. [redacted] at one of our Richmond locations and Mr. [redacted] thought he located a  chest from another showroom/stockroom in Richmond and he keyed a transfer.    The day before delivery the chest did not arrive and [redacted] was notified.   He requested that we not make the delivery until the chest arrived to our delivery warehouse.     In our computer the chest shows that a sample is available, and the transfer that Mr. [redacted] ordered was completed, however,   we might have a mis-identified piece because a media chest did NOT arrive.     [redacted] has been made aware of this problem.    He is working with our delivery Lead, [redacted].  She is working with the [redacted] store to see if they might still have the media chest, but she did let [redacted] know, he is still approved for a replacement and if the sample chest is not available, he would need to reselect to something else for the same amount of money.   ( We would love to complete the delivery for [redacted], however we still think, as we did from the beginning, that [redacted] will need to reselect.)thank you.

[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[redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: [redacted]
Regards,[redacted]
 
I am confirming my complaint as satisfied. Haynes sent technician out on 2/16/2015. to repair furniture.
 
 
Thanks,
[redacted]

The Haynes store on West Broad Street in Richmond, VA has a return policy that is unreasonable. If you are dissatisfied with a product you need to tell the store within 24 hours of delivery. I decided 48 hours after delivery (after living with the furniture for only 2 days) that it was not what I wanted. I could neither return the piece nor exchange it. THAT is VERY poor business practice.

Mr. [redacted] order was delivered to him, and he had the option at the time of delivery to refuse the merchandise.    We show that the merchandise DID fit into the room.   We also show that Mr. Chopra called in 2 days after delivery and talked with...

[redacted].   [redacted] did inform Mr. [redacted] that we would be unable to take the merchandise back.    No mention of calling on the day of delivery during that call.Mr. [redacted] called in again on 12/14 and talked with [redacted], and he asked again for us to take the merchandise back because it was too oversized for the room.  He told Jessica that the store told him about a restocking fee and he was fine with that, but that the store manager said he had to go through customer service for the exchange.   We did not approve his request to reselect.    Mr. [redacted] did not refuse the merchandise on delivery, nor did he call us with 24 hours.   
We do use computer software that logs all calls in and out of the department.    We have no calls from Mr. [redacted] until his call of 12/13.
I have [redacted] the signed copy of the terms and conditions as well as the ticket.   The return is not approved.
thank you.

Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. However, yesterday I was called by [redacted] and told by [redacted], a supervisor, that field technicians reserved the right to amend acknowledgement documents as they see fit. If I sign something, and I have a copy of what I signed, and it's later forged to indicate otherwise; than that is grounds for perjury and breech of contract. [redacted] said it was laughable and further insulted me by interrupting and talking over me. Attached you will find the document I speak of; the document which, in fact, [redacted], Haynes Customer Service, would not accept and, instead, told me, "I have only one more chance."  I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: [redacted].
Regards,
[redacted]

Our Store Manager at the [redacted]. has contacted [redacted] and will be working with him to assist him...

with the sofa purchase.
 
Thank you,
 
 
[redacted]
[redacted]

We have three service orders that have been opened.    Aprox 1  month after the delivery of the dual sofa and  loveseat the customer called in to report that she did not like the quality and requested we do something about that.    ...

This merchandise was special ordered and unfortunately we can not change the way the merchandise was made or change the material it is made from.   We did send out one of our service technicians who reported that the seat seams were not perfectly even, and he adjusted the material.   Service closed.Aprox 6 months later the customer called in to report she was unhappy with the firmness of the seats.    We again sent out a technician.  The technician reported that the seats were within factory standard and normal wear but the customer was not happy with them, so he requested a part order for all the seat cores for the reclining sofa and they were installed.  The customer said she was still not happy with the quality and not happy about pilling on the fabric from wear.   
Our Service Department Manager reviewed the reports and photos, and did speak with the customer.  Wear and tear and pilling are not vendor defects.
One month later the customer called again, saying she did not like the quality and not happy about pilling. A Service order was opened.  Customer Service sent a report to the vendor requesting approval for exchange or return.,  and the vendor approved a return for reselect.    The ticket number is   [redacted] and the customer was made aware.
The ticket is still open, and we are waiting for the customer to come to the store to reselect.
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 5/14/15.  Our return policy is also located in the terms and conditions.thank you.

Unfortunately, our customer did experience vendor delays in shipping stock for their furniture purchase. The customer was given free delivery as a courtesy compensation. On the scheduled day for delivery on 2/21, one item was still not available. The customer cancelled the same day to cancel their...

entire order.

I have tried on numerous occasions to get resolution to this matter including but not limited to extending an invitattion to have a claims rep to come to my home, lie on the bed and feel the sinking for themselves. I was told by Ms. [redacted], that per the "claims examiners" they do not come to customers homes and that my pictures should show any sinking.  I even asked for the name of who the examiner and Ms. [redacted] gave me the name [redacted] (who I was told was the examiner who looked at my claim and made the decision).  I was made to feel as though I was being untruthful and that was definitely NOT the case. I've tried to obtain resolution on this since Oct. 2014, all the while suffering with back and hip pain from sleeping on the defective product nightly. I even mentioned my pain to Ms. [redacted] who dismissed it all (not sure if she shared that with the claim reps or not).  Asking me to send multiple pictures from various distances IS NOT required in any claim form but we complied each time and I'm confused as to if Mr. [redacted], an examiner has already looked at the pictures, why am I being given the name of two (2) more examiners.  Was he not the reviewer as stated by Ms. [redacted]? Lastly, Ms. [redacted] stated this process takes 2-weeks but each time it took >3 weeks to 30 days.  Will their review be more timely? We want either a better quality product or removal of the cost of this product so we can purchase a better quality item. Thank youRevdex.com:
I have reviewed the offer made by the business in reference to complaint ID [redacted], 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,[redacted]

Hello,    I did speak with Mr. [redacted] by phone,  and also corresponded by email.    
On Mar 11, 2016, at 7:54 PM, [redacted]...

[redacted]
Dear Mr. [redacted], 
I have checked with our Loss Prevention team, and our Billing, Collections and Legal team,  and the process is,
The copy is taken and attached to the copy of the purchase to prove who took possession of the order.  Those copies
are filed in our building and held for a period of at least 30 days—and are then shredded.
To the best of our knowledge it is not illegal to ask for and maintain copies of identification as long as the information is
Not being used for illegal purposes, and of course it is not. 
I thank you for discussing this matter with me.
Should you have any questions, please feel free to call me.
-----   Mr. [redacted] replied:
[redacted] Sent: Friday, March 11, 2016 8:25 PM[redacted]Subject: Re: Customer pick up and your ID
Thank you for getting back to me. While it may not be illegal, I still feel that Haynes needs a written policy that can be shared with customers outlining the steps they have in place to safeguard [redacted]. Additionally, it should be disclosed to the customer, how it is secured, how long it is retained, what method of shredding/destruction is utilized and what remedy is offered should a breach of [redacted] occur at a Haynes facility. 
I know you said Haynes has attorneys, but it does not appear that they are doing a good job IMHO! As a corporate attorney, it just appears that Haynes is not in line with the accepted industry standard of protecting [redacted].
In any event, thank you for your response.
Respectfully,
[redacted]

Our records indicate that the customer did know how to file a claim and did file a claim.   Here are our notes from the customer file:This log entry is from the previous store manager in our Richmond store on [redacted]             ...

             [redacted]
                           [redacted]
                           [redacted]
                           [redacted]
                          
                           [redacted]                                                      [redacted] came in to the store after her                                          [redacted] claim was denied. She                                          admittedly did not notify them                                          immediately after noticing the issue,                                     ...⇄ but her documentation given at time                                          of purchase did not list a timeframe                                          to contact them. Can someone please                                          contact customer to see if there is                                          anything that can be done? Her claim                                          number is [redacted] and she can be                                          reached at [redacted]. Thanks!?

Customer did receive 30% off our every day price.  This was a featured item in the mailer.  The 30%...

was the advertised price,  we can send him a screen shot of every day price if he needs to see it.  Mailer shows our price and then the 30% off….says take an extra 30% off in red and then shows the reduced price in red.

From: [redacted]
Sent: Thursday, July 03, 2014 11:55 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-2010.
 
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
2001.    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

We would be happy to settle this account.
For charged off accounts, the procedure is to contact the office of the collection attorney at [redacted] and tell them what amount you would be willing to pay in order to settle the account. If accepted, further legal action is not...

necessary and the account is closed with the appropriate notation.

This is an open service file.    Rep [redacted] has been in contact with our customer, and the customer is aware that we are working with the vendor.   We are working the claim with the goal of obtaining an Return Authorization.
We are not able to replace the bedding...

unless we have a return authorization.thank you.

Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID 10465213, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[We have complied with this back in January but [redacted] keeps referring us back to Haynes. We understand that it is out of the one year warranty but we bought the extend warranty. 
Regards,[redacted]

Hello, We did send out a technician who looked at the sofas, and did determine it looks exactly as the vendor intended, and also matches the way our floor sample looked.  We can not change the way the vendor made the item-so there is no repair or fix.  This is a very...

popular item, and good seller for our company, and I'm very sorry to hear that Mrs. [redacted] is not happy with this product.  Because there is nothing wrong with the product, we will not authorize a return at this time.   The product is covered under the one year in home service warranty, and if Ms. [redacted] has any problems with it, all she has to do is call customer service and we will send out a technician. I am attaching a picture of the sofa as shown in the customer's home.thank you.

Hello,
A copy of this report has been sent to our Service Dept. manager to review.   We will also copy the service repair company and ask for their report, as well as
copy the store Sales Manager to address the concerns about manufacturing. 
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[redacted] will be call by the end of this week to discuss all his concerns.
thank you