Orbit Furniture NY LLC

To whom it may concern:This is a reply to [redacted] fifth complaint, at this point we are completely puzzled on from [redacted] 's actions and complaintsDuring the times of the complaints [redacted] came to our store and finally selected a replacement bed, after which we ordered it for herWhen the new bed arrived that [redacted] selected, she refused itAt that time her reson for refusal is because she wanted a new invoice for the bed, we explained to [redacted] that this is a replacement bed and it is applied to the original invoiceAt this time we run out of any solutions for [redacted] and there is no action that can be taken on our end As to refresh the initial incident , [redacted] got the bed that she payed for, she had bad bag infestation in her residence months after receiving it, when she reached out to us with that problem , we helped her to defuse and clear out her problem as a curtsy to our valued customerAs to the sale price or a new invoice for the new replacement bed, that was also addressed that we offered to get [redacted] a new bed for the equal or lesser valueShe is not purchasing a new bed, we are giving it to her as a curtsyWe have done and are doing everything that can be done, it is unfortunate that [redacted] does not see that Please refer to the first and the three following responsesBest Regards,Dmitriy T [redacted] Orbit Furniture NY [redacted]

First and foremost, we truly sympathize with [redacted] situationWe, at Orbit Furniture, have taken all possible steps to help [redacted] deal with her disturbing problemPlease let us explain the course of action and the steps taken by Orbit Furniture[redacted] came to our store on October **, She selected a bed which was a special orderShe was told that it will take extra time for her to receive it [redacted] , aware of the wait time, purchased the bed and it was ordered it from a third party vendorTo be considerate and to ensure that [redacted] not to wait for her bed a day longer then she should, we made arrangements that on February ***, 2016, upon receiving the bed from the vendor, it would be delivered directly to [redacted] residence.Once the bed was delivered and assembled [redacted] inspected and signed her delivery receipt which verifies the customer’s product satisfactionThis is a mandatory routine that we follow to ensure that all new merchandise meets our customer’s expectations[redacted] expressed satisfaction with her new bed at the time of delivery and also upon returning to the store on March ***, to make additional purchases [redacted] showed the staff pictures of the bed and talked about how much she loves her bed and all the complements she receives from members of her familyThat same day she ordered and purchased a new dresser, mirror, night stand, and a closet to match her bed[redacted] called the store on March ***, 2016, nearly two months receiving her bedThe call was a disturbing matter to our staffShe complained that she has bed bugs in her headboard, she sounded very distressed and upsetOrbit Furniture did not take responsibility for [redacted] bed bug infestationHowever, our staff genuinely wanted to help [redacted] , although as will be explained in this response letter, the bed bugs were not present in the bed when [redacted] received it.With no time to waste or place blame, the priority was to help resolve the distress that our valued customer was going throughThe first course of action our staff took was making arrangements for an exterminator to inspect [redacted] ’s residence the same day of her callThe exterminator confirmed that there is a bed bug infestation in the bed and verified that there is no way of pinpointing when or where the bed bugs originally came fromNevertheless, we took further steps to help [redacted] We scheduled treatment for the following day, as well as removal of the bed, and placement of a temporary high quality bed frame for her to use while a permanent solution can be worked out.Orbit Furniture covered all the exterminator fees, and did not charge for any additional bed removal or frame rentalWe assured [redacted] that we will work on finding the best solution for her to get a new bed without an additional expense to her, explaining once again that the bed bugs could not have come from our store as the bed has never been in our showroom or warehouseConsidering there is another vendor involved, we further explained that it will take some time for us to investigate and work out a solution.Next, our staff informed a representative from the third party vendor about this incident, and everyone was working on the next course of actionWe conducted an additional inspection at our store which was clear from any bed bug infestationDays later we got a response from the vendor, “After conducting their investigation their merchandise is clear from any bed bug infestation and they will not take any responsibility “ .We informed [redacted] about the vendors’ refusal to take responsibility, but as a valued customer of Orbit Furniture we offered to order a new bed from the vendor and deliver it to her with no additional costFurthermore, for her peace of mind, we would have the new bed inspected in her presence when it arrives prior to delivering it to her residenceAt first [redacted] agreedHowever, on April ***, when we wanted to schedule new inspection and delivery date she refused explaining that she does not feel comfortable getting a new bed from the same vendorThe staff understood, considering the circumstances, and offered [redacted] to come in and select any bed from numerous vendors that we work with.There are also certain facts that should be considered about the source and spread of bed bugsBed bugs, although living in furniture, are transferred from place to place by humansThey do not live in furniture that is not used by a person, because they feed on human fleshConsidering this, it is highly unlikely that bed bugs come from brand new furnitureThey are however, very likely to be spread by a person or from a neighboring residence, and then start living and reproducing in the furniture.From the moment that we have received a complaint from [redacted] , our team at Orbit Furniture has worked on helping her resolve the problemWe immediately helped [redacted] solve her infestation issue and offered several different solutions, despite being certain that the bed bug infestation did not come from the bed we deliveredIt is our company’s motto to stand by our customers and provide them with support and outstanding customer serviceThroughout this whole incident, our staff has been in contact with [redacted] , keeping her updated on all the options to resolve this problem [redacted] has expressed her understanding and gratitude to our company for going above and beyond to help herTherefore, this complaint letter from Revdex.com comes as a surprise.Due to the nature of our business, we hear of ongoing bed bug infestation issues in the local neighborhoodsFully aware of the potential problem we all face, the management of Orbit Furniture takes extra precaution and preventive measures to assure that our products are clear from any infestationOrbit Furniture has been doing business for over years and has never had any infestation or similar problems or accusations in the pastOrbit Furniture conducts monthly inspections and works with reputable companies that provide only new furniture and nothing is refurbished.Orbit Furniture is committed to providing our customers with the highest level of service and we take extra precautions and spare no expense in meeting that goalTherefore, our staff worked hard on helping [redacted] , a valued customer, with her problem

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because: The bed was delivered on February *** , therefore I did not have for bed for months before I contacted Orbits'sIt was month and daysSecondly, on the day of delivery, I did sign a receipt but I was not told to inspect the bedAs stated before I did see white stuff on the bedhead but thought was dust and was unaware of what bedbugs eggs look likeOnly after my spouse was complaining of getting bite, then I myself being bitten then I started to research. Thirdly, the bedbug specialist that was sent here inspected all surrounding areas and confirmed that there was no evidence that there was any bedbug infestation in my bedroom or mattress , which by the way I had for a couple yearsThe bedbug was only found in the fabric of the bedhead
I spoke to the owner on 4/* at 10:45am and he told me when I spoke to him that the mistake his staff made was taking back the bed and if he was there that was not going to happen and is implied that that bedbugs came from my homeThere are some untruthWhen I initially called the store to complain I was told by the young lady that this was the 1st time they bought from the 3rd party and she had trouble reaching themIt was a new vendorWhen I spoke to the owner he said that he brought numerous times from that vendorDid they get an report from an exterminator to verify that the warehouse of the 3rd party vendor was adequately checked for bedbugs.IHAVE BROUGHT OTHER ITEMS BUT THIS BED SITUATION IS UNRESOLVED AND I CONTINUE TO MAKE MY PAYMENTS.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
[Your Answer Here]
In response to Orbit furniture I did not take the bed I picked out because it's of a lesser value than the original bed they refuse to give me an invoiceI did not have a bed bug infestation or never had any infestation in my home prior to this incidentAny bed provided to me is not a donation or courtesy bed I am paying this.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

To whom it may concern:This is a reply to [redacted] fifth complaint, at this point we are completely puzzled on from [redacted]'s actions and complaints. During the times of the complaints [redacted] came to our store and finally selected a replacement bed, after which we ordered it for her. When the new bed arrived that [redacted] selected, she refused it. At that time her reson for refusal is because she wanted a new invoice for the bed, we explained to [redacted] that this is a replacement bed and it is applied to the original invoice. At this time we run out of any solutions for [redacted] and there is no action that can be taken on our end.  As to refresh the initial incident , [redacted] got the bed that she payed for, she had bad bag infestation in her residence months after receiving it, when she reached out to us with that problem , we helped her to defuse and clear out her problem as a curtsy to our valued customer. As to the sale price or a new invoice for the new replacement bed, that was also addressed that we offered to get [redacted] a new bed for the equal or lesser value. She is not purchasing a new bed, we are giving it to her as a curtsy. We have done and are doing everything that can be done, it is unfortunate that [redacted] does not see that.  Please refer to the first and the three following responses. Best Regards,Dmitriy T[redacted] Orbit Furniture NY[redacted]
[redacted]
[redacted]
[redacted]

First and foremost, we truly sympathize with [redacted] situation. We, at Orbit Furniture, have taken all possible steps to help [redacted] deal with her disturbing problem. Please let us explain the course of action and the steps taken by Orbit Furniture.[redacted] came to our store on...

October **, 2015. She selected a bed which was a special order. She was told that it will take extra time for her to receive it. [redacted], aware of the wait time, purchased the bed and it was ordered it from a third party vendor. To be considerate and to ensure that [redacted] not to wait for her bed a day longer then she should, we made arrangements that on February [redacted], 2016, upon receiving the bed from the vendor, it would be delivered directly to [redacted] residence.Once the bed was delivered and assembled [redacted] inspected and signed her delivery receipt which verifies the customer’s product satisfaction. This is a mandatory routine that we follow to ensure that all new merchandise meets our customer’s expectations.[redacted] expressed satisfaction with her new bed at the time of delivery and also upon returning to the store on March [redacted], 2016 to make additional purchases. [redacted] showed the staff pictures of the bed and talked about how much she loves her bed and all the complements she receives from members of her family. That same day she ordered and purchased a new dresser, mirror, night stand, and a closet to match her bed.[redacted] called the store on March [redacted], 2016, nearly two months receiving her bed. The call was a disturbing matter to our staff. She complained that she has bed bugs in her headboard, she sounded very distressed and upset. Orbit Furniture did not take responsibility for [redacted] bed bug infestation. However, our staff genuinely wanted to help [redacted], although as will be explained in this response letter, the bed bugs were not present in the bed when [redacted] received it.With no time to waste or place blame, the priority was to help resolve the distress that our valued customer was going through. The first course of action our staff took was making arrangements for an exterminator to inspect [redacted]’s residence the same day of her call. The exterminator confirmed that there is a bed bug infestation in the bed and verified that there is no way of pinpointing when or where the bed bugs originally came from. Nevertheless, we took further steps to help [redacted]. We scheduled treatment for the following day, as well as removal of the bed, and placement of a temporary high quality bed frame for her to use while a permanent solution can be worked out.Orbit Furniture covered all the exterminator fees, and did not charge for any additional bed removal or frame rental. We assured [redacted] that we will work on finding the best solution for her to get a new bed without an additional expense to her, explaining once again that the bed bugs could not have come from our store as the bed has never been in our showroom or warehouse. Considering there is another vendor involved, we further explained that it will take some time for us to investigate and work out a solution.Next, our staff informed a representative from the third party vendor about this incident, and everyone was working on the next course of action. We conducted an additional inspection at our store which was clear from any bed bug infestation. Days later we got a response from the vendor, “After conducting their investigation their merchandise is clear from any bed bug infestation and they will not take any responsibility “ .We informed [redacted] about the vendors’ refusal to take responsibility, but as a valued customer of Orbit Furniture we offered to order a new bed from the vendor and deliver it to her with no additional cost. Furthermore, for her peace of mind, we would have the new bed inspected in her presence when it arrives prior to delivering it to her residence. At first [redacted] agreed. However, on April [redacted], 2016 when we wanted to schedule new inspection and delivery date she refused explaining that she does not feel comfortable getting a new bed from the same vendor. The staff understood, considering the circumstances, and offered [redacted] to come in and select any bed from numerous vendors that we work with.There are also certain facts that should be considered about the source and spread of bed bugs. Bed bugs, although living in furniture, are transferred from place to place by humans. They do not live in furniture that is not used by a person, because they feed on human flesh. Considering this, it is highly unlikely that bed bugs come from brand new furniture. They are however, very likely to be spread by a person or from a neighboring residence, and then start living and reproducing in the furniture.From the moment that we have received a complaint from [redacted], our team at Orbit Furniture has worked on helping her resolve the problem. We immediately helped [redacted] solve her infestation issue and offered several different solutions, despite being certain that the bed bug infestation did not come from the bed we delivered. It is our company’s motto to stand by our customers and provide them with support and outstanding customer service. Throughout this whole incident, our staff has been in contact with [redacted], keeping her updated on all the options to resolve this problem. [redacted] has expressed her understanding and gratitude to our company for going above and beyond to help her. Therefore, this complaint letter from Revdex.com comes as a surprise.Due to the nature of our business, we hear of ongoing bed bug infestation issues in the local neighborhoods. Fully aware of the potential problem we all face, the management of Orbit Furniture takes extra precaution and preventive measures to assure that our products are clear from any infestation. Orbit Furniture has been doing business for over 10 years and has never had any infestation or similar problems or accusations in the past. Orbit Furniture conducts monthly inspections and works with reputable companies that provide only new furniture and nothing is refurbished.Orbit Furniture is committed to providing our customers with the highest level of service and we take extra precautions and spare no expense in meeting that goal. Therefore, our staff worked hard on helping [redacted], a valued customer, with her problem.