Orange Tree Inn

Unfortunately the merchandise that the [redacted] selected did not fit in the intended room.    During the calls with customer service,  both Mr. and Mrs. stated they were not concerned about the damaged walls,  but were very upset about the...

restock fee.    The restock fee is automatically applied (as described in the terms and conditions), and several associates in customer service tried to explain this to the [redacted].
From the terms and conditions printed on the back of the furniture ticket under the DELIVERY section:
REFUSED DELIVERIES (INCLUDING, BUT NOT LIMITED TO , NO-FITS AND CUSTOMER NOT-AT-HOME) SHALL BE SUBJECT TO A RESTOCKING FEE THE GREATER OF f $100 or 20% OF THE PURCHASE PRICE.
The [redacted] talked to a customer service rep,   the service department Lead and also the customer service department manager  [redacted], all who said that they would get the complaint about the restock fee and the sales consultant to the store management team.    The store sales manager [redacted] did
call the [redacted].   He had the two sales consultants in his office during the call in case the [redacted]  wanted to speak to them.   [redacted] offered the [redacted] to come in and reselect, but he had to end the call when [redacted] began using profanity including the F word.   He did acknowledge that she was upset, but asked her to refrain from the bad language. [redacted] referred to [redacted]  [redacted] in a vulgar way and [redacted] ended the call.
[redacted] has been in communication today 10/9/14 with our billing manager.    The billing manager did confirm that the finance account had no balance due on it.    [redacted] –the customer service manager will be in the office on Saturday and can be reached at [redacted], however,  customer service can not remove the restock fee for the no fit.
Thank you.
[redacted]
Customer Service Director
Haynes Furniture Co., Inc. & [redacted]

Hello,   I am sorry to hear there was confusion on the purchase [redacted] and the advertising of our sale prices.   I did have the sale reviewed, and the order DOES qualify for the advertised prices.  After applying the discounts, the refund or credit back to...

[redacted] would be $775.71 plus tax.   This information has been sent to the store manager at store 102 Haynes in Richmond, [redacted].   If the order is financed, the credit should appear on the finance account.   A note has also been entered into the ticket in case there are any questions.thank you.

Hello, 
We are very sorry to hear that Ms. [redacted] is unhappy with the delivery time frame, however,   we did verify the address, phone, items and date with her, and on our terms and conditions we do state:  Our delivery hours are 8am to 9pm.  We will contact you...

the afternoon before your scheduled delivery to provide you with a three hour estimated time frame.  We will make every attempt to complete your delivery within this time frame.  Due to delays on the road there may be occasions when we are unable to meet this time frame.  Should this happen you will be notified of the delay and given a revised delivery window.  For your convenience we can contact you at work approximately one hour in advance to allow you to meet the drivers at your home.  REQUESTED TIME FRAMES ARE AVAILABLE FOR AN ADDITIONAL FEE.I do show the delivery was made on 10/16.
 
thank you.

[redacted] filed a claim through [redacted] for damaged glass, and was approved for a replacement of the merchandise.    it is a three pack of tables.   The tables are not available to replace and neither is the glass.    We can not repair glass. 
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[redacted] was offered to reselect to something of the same value.   If the reselection was a greater amount, she would need to pay the difference.   We keyed in an exchange reselection order [redacted] on 9/22/14, and will hold that order open until Oct. 22.  If we do not hear from [redacted] by 10/22 we will notify [redacted], and the ticket will be voided and closed.
09/22/14 13:26:13 - SW3  - Manually Entered Comments
                           [redacted] FULL REPLACEMENT
                           CLAIM# [redacted]
                           PO# [redacted] Rep is [redacted],  however,   [redacted] needs to go into the nearest Haynes store to reselect.   
Thank you.

Hello,   On the application that was signed at the time of purchase for finance,  the $20.00 is described.   I have [redacted] the paragraph.
 
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]

Hello, First let me apologize that it took the amount of time that it did to get an answer for your claim.    Second,   I would like to explain to you how we get our responses for bedding claims.   When our agents ask for forms and pictures to be sent in,...

it is at the request of the vendor.   We file a claim for the customer to the vendor.    The responses (like the one about the pictures and pressing down on the bedding),   come from the vendor.I am sending your order to our bedding team to review and one of them will be in contact with you to find out if you are in need of further assistance.    They are [redacted], and [redacted] in the customer service office.thank you.

The consumer is correct that our terms and conditions do state that floor sample merchandise can not be returned.  But in reviewing the customer  invoice, we do see a pickup ticket but an independent delivery contractor was hired to deliver the merchandise. The customer service agent...

did not recognize the customer purchas as being delivered. We do offer a courtesy service by our service technician specialists. Our customer service representativce will contact the customer to schedule that appointent. She will also apologize to the customer for the confusion.
[redacted]

[A default letter is provided here which indicates that the business has not responded to you directly.  If you wish, you may update it before sending it.]
Revdex.com:
At this time, I have not been contacted by haynes broad street regarding...

complaint ID[redacted].
Regards,
[redacted]

Revdex.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]
Problem is not resolved an offer has been made but I have not gone to Haynes to look at their solution

Hello, We have talked to Mr. [redacted], and on his order at the time of purchase he lived in our local area.  The address on his ticket is [redacted] Va.  23112.Apparently Mr. [redacted] has moved or made the purchase for another address.  ...

We would have no way of knowing where he would be taking the merchandise, but where he has it now, is outside of our local and out of town delivery and service zone.   We did explain that where he lives is not in our service area.    [redacted] did return his call, and we do not have any other calls showing for her from Mr. [redacted],   but [redacted] will be glad to call him again.     If the issue is something small, like a cushion problem or a leg that needs to be replaced,   we would be happy to part order and mail it out if that will take care of the problem.We can also look at the pictures (if he sent any in) and send them to the vendor and see what they say about whatever the issues are.   If he has not sent us pictures, we will ask him to send us some so we can see what can be done to assist him.thank you

Hello, 
We are very sorry to hear that Mr. & Mrs. [redacted] are disappointed.
Our sales staff are not given any customer's credit application information as far as why something was approved or not, so if they shared an assumption with the customer, it was only that,  ...

an assumption.   As far as referring Mr. [redacted] to applying on line, no
one can quote what someone qualifies for.   All applications go to our finance underwriters.On the request to remove the inquiry,  our underwriters  can request a mask of the
inquiry which will remove the hard inquiry from other creditors view. However,
they cannot request the mask without having the exact name, address, and SS# of the
applicant.   They also cannot assume that the information they have on file under the name on this complaint,  is this Mr. [redacted],  just by using his name. 
One of the finance managers has left two messages for Mr. [redacted].  We will need to verify
this personal and private information with the customer.  Also, our finance managers will not be able to discuss his wife’s credit offer with
him.  They will however, discuss his information in his credit file, if he
returns their call.
Please ask him to call our toll free number [redacted]   Please ask for [redacted] or [redacted].
Thank you

The 50% off was on specific items
"Calibri","sans-serif"; font-size: 11pt;"> 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 (30 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.