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Address: 46-482 Hulupala Pl, Kaneohe, Hawaii, United States, 96744
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We purchased 4 chairs and a sofa from Pacific Home and picked them up from the store on March 25, 2019. The chairs were all wrapped in foam wrapping. Two employees of Pacific Home loaded the chairs into our rented passenger van. When we arrived home to our condo and unwrapped the chairs, we found that the leg of one of the chairs was significantly damaged as to render it unusable (the wrapping had hidden the damage and also held the leg together).
I immediately contacted the store and we returned the chair later that week. They offered to refund us the money less a 40% restocking charge. I protested but the manager, Caitlin, did not offer us any reasonable solution. She did offer to return the chair to us and would recommend a company that could repair the chair at our cost, but this did not seem reasonable when we had been given a damaged chair.
I repeatedly tried to resolve this, but did not want to push it too far given that we were still owed a sofa, and my view of the company's integrity was rapidly falling. The sofa was delivered to us on September 17. I called Pacific Home after the delivery and requested that they resolve the issue with the damaged chair. My call was not returned.
I sent an email shortly thereafter and again requested a resolution of the issue. The new manager responded that she had discussed our issue with upper management and they were working on a resolution. I subsequently emailed and called but received no response.
During the last week of December, I again called for the new manager but she did not return my call. I called repeatedly until I finally got in touch with her. However, she stated that Pacific Home was not prepared to do anything.
From: *** Sent: Monday, March 2, 2020 8:22 PMTo: ***Cc: Eden ***Subject: FW: Re: PO#***. Re: Furniture DeliveryGood Afternoon ***, I trust this e-mail finds you well and in great spirits! Here is the original e-mail sent to the customer who is complaining about our merchandise; I hope this will resolve this issue. Please advise if you need anything else regarding this complaint. I Thank you in advance for all your help, Nirlepa CBookkeeperpacifichome ***Honolulu, HI 96813P: ***F: [email protected] -----Original Message-----From: "Pacific Home" ***Sent: Sunday, March 1, 2020 3:54pmTo: ***Cc: ***Subject: FW: Re: PO#***. Re: Furniture Deliveryfound some threads-----Original Message-----From: ***Sent: Monday, April 15, 2019 6:59pmTo: [email protected]: ***Subject: FW: Re: PO#***. Re: Furniture Delivery -----Original Message-----From: ***Sent: Monday, April 15, 2019 6:25amTo: ***Cc: ***Subject: Re: PO#***. Re: Furniture Delivery***,We haven’t heard from you and, frankly, I hadn’t expected to. Given that you indicated that you weren’t really interested in helping us and didn’t even have the authority to help us in any meaningful way, I would ask for the contact information of the person who does have the authority to make a decision. Thanks,***On Wed, Apr 3, 2019 at 5:27 PM ***@pacific-home.com <***@pacific-home.com> wrote:Aloha *** Following up on the chair - 1) Plage Dining Chair - you had returned after your scheduled pick up. This is a hard situation to claim/exchange, and I will explain why. I took the time on 3/26/19 to submit the fractured leg photos to the manufacturer: for manufacture defect evaluation. Pacific Home is not the warranty party. Pacific Home can not issue a return or reimbursement without an issued cr. from the manufacture under warranty. All sales are final - with that being said: within custom ordering - PH assure's the customer will receive a new itemand all defects are acknowledge on site, by pacific home personal for warranty purpose in-front of the customer during the scheduled pick up. 4/3/19AM - The vendor denied issuing credit for a replacement. *That this chair does not resemble a manufacture defect. They responded- with notation- that the fracture resembles a brake- from being dropped onto a hard surface. Pacific Home's hands are tied. We have no proof on our end- that indicates you took a structural damaged chair off our property. The chairs were assembled on Saturday morning. The legs of the chair had to be attached to the seat. The legs were also boxed separately from the seats- in a wooden carrier for secure transit. The manufacture also noted that during assembly -The nature of this assembly wouldn't have been possible.*The Plage chair could not have been properly assembled with this type of fracture. Our logistics team then requested the photographs from our fright forwarder.The photos came back from our carrier this morning. The boxes were free of impressions, rips or dents - This image proved your items were not mishandled during shipping. The fright carrier denied issuing mishandling credit towards your product. Our policy states with-in custom ordersWhen our customer comes to pick up the ordered items. At this time during the pick up- pacific home preforms one last structural evaluation. Its then- the items are turned over to the buyer for proper use & handling. pacific home handling coverage ends once the item leaves our property. 4/3/19 - (The chair is currently in our warehouse, wrapped) - Noted on Mon, Mar 25, 2019 at 11:28 am - You dropped this chair off at ***. After 4 hours from scheduled pick up - without approval. If my customer service department is willing to accept the chair as an exchange. The store credit will be posted on your account- This item would be less 40%. Pacific Home re-stocking fee's would apply. outcome: For an immediate resolution-I also had the chair evaluated for repair. The handy man suggested your Plage chair is repairablenoted 3/31/19. I'm sure the cost to repair the chair on island - wouldn't be as much as our 40% restocking fee. I can have the chair brought back to you within the trundle delivery - along with a repair referral - a handy man on island can come to your residence to preform the repair - The subcontractor will bill you accordingly. I personally see this being the most cost efficient route to take. Otherwise - This will have to be approved by MGMT. I do not have authorization to approve an exchange. Currently 4/3/19 we have two outdoor arm chairs you also purchased in stock on Oahu. The price difference is higher then the Plage chair - I can calculate the difference- If So, Pacific Home could delivery the one exchanged item to your residence with the trundle bed. If you would like to exchange the two Plage chairs for the 2 arm chairs in stock- Both Plage chairs would see 40% re-stocking fee's. This will have to be approved by MGMT. I do not have authorization to approve an exchange. I will wait to hear form you. We are still waiting for the trundle bed to land on island (currently sailing) this delivery fee is still a balance due on your account. $157.00-Pacific Home does not allow a pick up on any upholstery. PO#*** - Aston Counter Stool - Custom Order2Estimated Lead Time: earliest 6-10weeks to 3-4mo. Terms and Condition State: On page 2 of your final receipts.Customer acknowledges that resolution of damage claims can take between six (6) weeks to six (6) months.WARRANTY: Pacific Home is not the warrantying party. Pacific Home reserves the right to repair or replace defective merchandise at its sole discretion. This limited warranty does not extend to other materials supplied by the purchaser or damage caused by shipping, accident, abuse, misuse, cleaning, improper care, or normal wear and tear. Products are not warrantied against rust, pitting or corrosion, cracking, sun fade, mold, humidity, pets, or damage . All other warranties expressed or implied are excluded. Cost for shipping replacements is the responsibility of the customer and all shipping fees must be paid prior to release of shipment. RETURNS: All Sales are Final. All sales of upholstered items, furniture, case goods, rugs, linens and items marked as clearance are final. FINAL SALE items cannot be returned for exchange or store credit. Pacific Home reserves the right to approve in certain cases the return merchandise at its’ sole discretion. All approved returns will incur a 30% restocking fee and a 10% Transaction Fee.CUSTOM ORDERS: Any and all items that are not in-stock are considered “custom order” items. Payment in full is required on all custom orders at the time of purchase. Custom orders are not placed until full payment has been received. Pacific Home allows a 24 hour cancellation period on custom orders from the time of purchase. All cancellations will incur a 10% Transaction Fee. After 24 Hours, custom orders cannot be canceled an any and all monies collected for purchase are non-refundable. Approval of all measurements, fabric selection, and finish choices are the responsibility of the client and must be reviewed prior to placement of order. Mahalo Nui Loa,***Senior Sales Consultant Home Décor - Design Consultant Days off :Sun, Mon, Fri Pacific Home ***.Honolulu, HI 96813C: *** visit our website!www.pacific-home.com Keep calm, aloha on, and please excuse any typos. -----Original Message-----Re: Furniture DeliveryFrom: ***Sent: Mon, Mar 25, 2019 at 11:28 amTo: ***Cc: ***Hi ***.We picked up the furniture but when we unwrapped the chairs we found one of the legs was broken.We could either replace it or we might look at getting 2 counter stools if you have anything on the floor.We will call to see if we can bring it in today.Pictures attached.Thanks,***-----Original Message-----From: ***Sent: Thursday, March 21, 2019 8:26pmTo: "***@pacific-home.com" <***@pacific-home.com>Subject: Re: PO#***. Re: Furniture DeliveryThis is unfortunate because I sent an email on March 6 to try to set this up but I never received a response. We will be on a flight tomorrow at 3:30pm your time as we are coming in from Australia.Can we call on Saturday morning to confirm? We are landing at 8 AM and are free all day.Thanks,***On Fri, Mar 22, 2019 at 2:37 PM ***@pacific-home.com <***@pacific-home.com> wrote:Aloha ***, Saturday the 23rd? This is cutting it very close- I will add you to the calendar for now in hopes we can make this work for you. I cant make any promises. I only say that, because we have two warehouses on island - all custom orders are off loaded at our sand island location - this warehouse is not set up for "customer picks up". So normally we need at least 72 hours to arrange the pick up's. I'm looking at the delivery calendar, and I see the guys are completely booked. All pickup's and delivery requests have been closed till Tuesday the 26th. I am also going to arrange the pick up for Tuesday if we cant make it work by Saturday -If we can make it work for Saturday I'm estimating the availability for your pick up - would be later afternoon - after 4. So this it what well do. I'll add you to the calendar. Can you call in tomorrow around 3:30 our time. I will be out of the showroom tomorrow. I would hate for you to do this, but could you call in to confirm. Our showroom *** - Press 2 - this will go to my shipping dispatcher - Press 1 you will reach the girls I've CC'ed - Could you ask If she was able to confirm and arrange the items to be brought over for Saturday? - If she isn't able to - Then we can do a Tuesday morning pick up at the earliest. Would you like these items assembled? Within a pick up - you will need to bring help for loading - and all materials needed for transport. I will be in on Saturday- So I will help you with the pick up. I hope I can make this work. I apologize we need 72 hours advance notice. With this being said - I can have all items delivered with the trundle and assembled in your space. I'm still waiting for the tracking ticket from logistics with an update ETA for PO#***. Mahalo, ***. -----Original Message-----Re: Furniture DeliveryFrom: *** <***Sent: Thu, Mar 21, 2019 at 5:04 pmTo: ***@pacific-home.com Could we come by and pick up the items on Saturday?? -----Original Message-----From: "***" <***Sent: Thursday, March 21, 2019 5:03pmTo: "***@pacific-home.com" <***@pacific-home.com>Subject: Re: Furniture DeliveryI was referring to the 4 chairs and small table we purchased. We will have a van and can probably just come by and pick up these items ourselves. We are in Oahu for a week starting on Saturday. Not sure when we are back after that so will have to liaise with you on the delivery of the sofa once it lands in your warehouse. Can we please arrange a time to pick up the four chairs and the table?Thanks,***On Fri, Mar 22, 2019 at 9:50 AM ***@pacific-home.com <***@pacific-home.com> wrote:Aloha ***! Thank you for reaching out! I was expecting you. I am confirming with logistics about the Trundle bed today. I just took some time to post a tracking ticket, and I believe your sofa is still sailing to Oahu - and will arrive to island early April. Elise listed 4/30 ETALet me hear a response from logistics to make sure this is correct. I am unable to scheduled a delivery day with you until I have that conformation list, and the upholstery is on island. Moving forward: We preform deliveries Tuesdays through Saturdays, and I'll need 72 hours in advance to reserve your time slot. Our Windows are AM 10-1 or PM 1-4. We sub contract deliveries, and the service will include the white glove delivery service. Currently we will need to collect payment for delivery - our flat rate is $150.00. This amount was left open at the time of purchase. I also see you have a first time buyers coupon- you had used for 20% off. Reevaluating our last conversation, and looking at the special instructions for delivery day- I just want to reiterate our polices. Its been a while since purchasing the sofa - so just to touch base on delivery day. I would like to inform you that a flight of stairs(walk up) will be evaluated on site and billed separately. The fee could range from $50-$150. depending on the difficult level. These guys are the best on island, and are very strong. I have never seen a sofa they couldn't lift. Also the cost to preform a more difficult delivery is a lot less then most companies charge on island. Terms and Conditions can be found on page two of your final receipt: I have attached the Credit Card Authorization form to collect payment - also your purchase order PO#***. Thank you ***! I will keep you posted on tracking! All outstanding balances must be collected prior to scheduling delivery. Pacific Home offers standard delivery at a flat rate of $150.00 for Full Service inside delivery on the islands of Oahu and Maui with the exception of some remote locations which may incur a surcharge. Full Service delivery fee covers delivery of 1-5 pieces. Additional pieces are charged separately. Full Service delivery service includes delivery of items, unwrapping items, removing packing material, assembling items as necessary and placing furniture appropriately in the space. If the delivery is deemed difficult the customer may be asked to sign a damage and liability waiver for their property and the items being delivered. Additional fees apply for all special services including but not limited to: Hoisting goods over balcony, hand carrying up flights of stairs (no elevator access), long driveway access, special equipment required, additional safety measures, additional manpower, and crew standby (over ½ hour). Client is responsible for ensuring that the merchandise ordered will fit into all interior and exterior areas of the delivery location. Mahalo Nui Loa,***Senior Sales Consultant Home Décor - Design Consultant Days off :Sun, Mon, Fri Pacific Home ***.Honolulu, HI 96813C: *** visit our website!www.pacific-home.com Keep calm, aloha on, and please excuse any typos. -----Original Message-----From: "***" <***@gmail.com>Sent: Thursday, March 21, 2019 10:42amTo: "***" <***@pacific-home.com>Cc: "Rod ***"Subject: Furniture DeliveryGood morning, ***!I’m just checking in to confirm that our furniture delivery is scheduled for Monday, March 25th, 2019, as requested! I did not receive a reply to my email of March 6th so would appreciate a response to this one. We will arrive on Oahu this weekend.Mahalo,*** ... sent from my iPhone***Hello, ***!It was a pleasure to meet you while we were in Oahu in February, and I enjoyed our chat! Next week we will be journeying to Australia and on the way back we will be stopping in Hawaii for a week in order to furnish our renovated condo. Could you please arrange delivery of our furniture for the afternoon of Monday, 25 March 2019? (The original sales quote numbers are: *** and ***). It would be great if the trundle sofa has arrived by then, but if not, we will just have to cross that bridge when we get to it!This is a walk-up (2 floors) as there is no elevator in the building. The delivery people need to know that when it comes to carrying up the sofa, just to make sure they have enough strong men along to successfully get it up there safe and sound! (I can guarantee you, I would be NO help at all!)I look forward to hearing back from you soon!Thank you for all your help, ***, it is very much appreciated.Mahalo,*** Hello, ***!Our contractor just informed me that we will not be able to bring in any furniture yet as the renovation is NOT at the stage where that would be manageable! So, the next time we are going to be in Oahu is on our way back from Australia at the end of March 2019. Could we make the delivery appointment for Monday, 25 March 2019 instead? Who knows — maybe our special order sofa will arrive by then too! By then everything will be complete and we won’t have to worry about construction dust working its way into the new furniture.Thanks for the consideration of all involved and we will look forward to hearing back from you.Mahalo,Rod & ***On Feb 13, 2019, at 6:52 PM, ***@pacific-home.com wrote:Hi ***, I wanted to email you to update you on your delivery for next week. Please note that one of our warehouse guys will call you the day before the delivery to give you your two hour window. Also, I did a little bit of research on your orders and please know that if you request an early deliver for the three items that we have in stock you will need to pay a separate delivery fee of $150 for the special order sofa when it arrives. Please let me know if you approve paying a second delivery for the special order item or if you would rather wait to have all of the items delivered at one time. *** CamposHome Décor - Design Consultant Days off :Sun, Mon Pacific Home ***.Honolulu, HI 96813C: *** visit our website!www.pacific-home.com -----Original Message-----From: "***" <***@gmail.com>Sent: Tuesday, February 12, 2019 5:30pmTo: "***@pacific-home.com" <***@pacific-home.com>Subject: Re: Delivery arrangements for ***sThank you so much, ***! I will watch for your email! ***... sent from my iPhone ***On Feb 12, 2019, at 6:39 PM, "***@pacific-home.com" <***@pacific-home.com> wrote:Hi ***, Thank you for contacting us today I have scheduled your delivery for Friday Feb 22nd, and once our warehouse confirms the time I will email you. *** CamposHome Décor - Design Consultant Days off :Sun, Mon Pacific Home ***.Honolulu, HI 96813C: *** visit our website!www.pacific-home.com -----Original Message-----From: "***" <***@gmail.com>Sent: Tuesday, February 12, 2019 3:15pmTo: ***@pacific-home.comSubject: Fwd: Delivery arrangements for ***sHello, ***! Thanks for helping me out with this! Here is the email which I originally sent to Elise, and it contains all the information you may need, I think. Email is the best way to contact me so whenever you are able to schedule the delivery for Friday, 22 Feb. 2019, please let me know! Mahalo!***Begin forwarded message:From: *** <***@gmail.com>Subject: Delivery arrangements for ***sDate: February 12, 2019 at 3:46:23 PM PSTTo: [email protected], Elise!My daughter and I will be flying from Vancouver, Canada to Honolulu on Sunday, 17 February, 2019, and will be there for less than a week, heading back to Vancouver on Saturday, 23 February 2019. Given that our renovation is still not complete, I want to arrange for the few pieces that you have ready to be delivered on Friday, 22 February 2019, which is the last day we will be on-Island and will cause the least interference with the construction crew. These would include: 2 Avila Outdoor Dining Arm Chairs, 2 Plage Dining Chairs and 1 Cyr 32” Round Table, as listed on sales quote #***2.Since they will be stored in an active construction area for a week or two we would really appreciate if they were well-wrapped in plastic to prevent all the fine construction dust from getting into them! The delivery address is ***. Please get back to me with a delivery time so that we can be on-site when the delivery folks arrive! Mahalo, ***(***) -- ____________________________________Rod ***Office: 604.514.2096Cell: ***US cell (only while I am in the US): ***Email : rod.***@gmail.com Thank you for shopping local and supporting local Hawaii business. It makes all the difference! Eden N. pacifichomefurnishing your pacific lifestylebuyer/design team [email protected] ***F 808-596-9337
After contacting ACTION LINE, the KHON-TV2 consumer information and referral service and Hawaii affiliate of the national Call For Action program with no resolution or reponse from Pacific Home they have recommended that I contact you for further help .
I purchased a several pieces of furniture at Pacific Home in June of 2016 totaling over $7,000. Included in this purchase was a couch and a chair and a half. I had an issue with my slipcovers on both pieces of furniture. The initial issues I had were the stitching of the pillow casings unraveled and the fabric for the slip covers fading. After conversing with Pacific Home over many months and trying to come to a resolution, I am still not satisfied with the customer service I have received.
To Whom it May Concern,
Response to Complaint #***
Pacific home has had extensive communication with Ms. over the past two years with regard to the following issues:
Replacement Slipcover for Sunset Beach Chair ½ in Hemp White
Ms. purchased a Sunset Beach Chair ½ in “Hemp White” Fabric on 05/26/16 (Order#***). In August 2016 she contacted Pacific Home to report an issue with one of the seams ripping during the washing of her slipcover. The chair was under the Manufacturers Warranty at the time and Pacific Home submitted a claim to the Manufacturer sighting an issue with the durability of the fabric during washing and requested a replacement slipcover in the same fabric on behalf of Ms.. The claim was approved by the manufacturer on 08/31/16 and Pacific Home received the replacement slipcover on 09/30/16. Ms. was notified that her replacement slipcover had arrived and she picked up the item from our Honolulu Showroom (signed acknowledgement) on 10/03/16.
Over one year later, Ms. notified a Pacific Home employee by email on 12/11/17 that she had just opened the box and the fabric appeared to be incorrect. Pacific Home asked Ms. to provide photos of the box label and fabric for verification. The fabric ordered and received was verified to be the same fabric as the original slipcover (“Hemp White”). Ms. was notified that Pacific Home would not be able to submit a claim on her behalf due to several factors.
1. The replacement slipcover was received, as expected in the same fabric as the original purchase. Ms *** later brought the replacement slipcover in the box to Pacific Home for verification. The manufacturers label from the factory stated “Hemp White” as the fabric. The Slipcover was then verified against an in-store sample “swatch” and it was a match.
2. The Manufacturers warranty against any fabric issue is 1 year. Claims cannot be submitted outside of the Pacific Home is not the warranting party and is unable to submit claims that do not meet the terms and conditions of the manufacturer.
The color variance (replacement slipcover vs. original fabric) shown in the photo provided by the client could be attributed to color fade over time or “bleaching” of the original fabric on the chair (Ms. confirmed that the fabric had been washed). There would be no way possible to match a fabric that has been in use, washed, bleached or incurred sun fading. Pacific Home feels that the clients claim was resolved in a professional and timely manner and that there is no further issue to comment on or resolution that could have been provided to satisfy the customer’s claim.
Please see attached documentation.
Response to Complaint #***
Response to Complaint #***
Pacific home has had extensive communication with Ms. over the past two years with regard to the following issue:
Manoa 87” Sleeper Sofa in “Deanna Spray” – Warranty Claim
Ms. purchased an 87” Sleeper Sofa in “Deanna Spray” Grade “B” Fabric on 05/13/16 (Order #***). The order was delivered on 09/01/16 (signed acknowledgement). Ms. reported via email an issue with her fabric being “discolored” 11 days after delivery 09/12/16. Pacific Home requested that Ms. bring a casing in for our claims department to inspect and document for submission of the claim. We also requested additional information as to if the fabric had been spot treated, machine washed or cleaned. Ms. notified our claims department via email that she had “cleaned the fabric once” and that the cleaning method was “Gentle Cycle with a Tide Pod” The initial claim was submitted to the manufacturer on 09/15/16, however Pacific Home claims department requested a second review of the claim and specific testing of the clients’ fabric which was conducted by the factory lab. The customers casing was sent at a later date for verification by the factory (12/05/16).
The Manufacturer denied the claim sighting that the findings indicate the spotting happened during cleaning. There was no evidence of spotting on the back of the fabric. No evidence of sun fade and the fabric was found to be durable, free of defect, and tested to mill standards. The issue could not be covered under warranty due to improper care which occurred during washing or cleaning.
Ms. was notified via email by Pacific Home Customer Service on 04/06/17 that her claim was denied and provided with a full explanation of the Manufacturers reason for the denial. Pacific Home offered Ms. a significant discount toward the purchase of a replacement slipcover if she chose to replace it at a later date.
Ms.’s original casing was expected to be returned from the Manufacturer but it was not received in a timely manner and after many weeks and months trying to track the casing down the Manufacturer acknowledged that the whereabouts of the casing were unknown. They then offered to re-make the casing in the client’s original fabric “Deanna Spray” which was completed, and Pacific Home received the re-made replacement casing 06/2017. Ms. was notified that the casing was returned and picked up the casing from Pacific Home. Unfortunately, the casing that was re-produced by the manufacturer was not same as the original “toss pillow” casing that was sent in for testing (different size and dimensions). Pacific Home promptly notified the manufacturer of the mistake and requested the correct casing to be re-produced and expedited back to the client. Pacific Home was notified that the fabric was no longer in stock and had been discontinued so there would not be a way to re-produce the missing casing in the original fabric.
As a resolution for the inconvenience of a missing “toss pillow casing” the Manufacturer offered a $250.00 credit for Ms. to be applied toward the purchase of a new full slipcover. Pacific Home offered Ms. a 50% discount on the purchase of a replacement slipcover in addition to the Manufacturers $250.00 credit in an effort to address the inconvenience encountered with the clients’ own material not being returned in a timely manner.
Ms *** accepted the offer and later purchased a replacement slipcover in a new fabric with the 50% discount and a $250.00 credit applied. (The combination of a 50% discount and the $250.00 credit is more than the actual cost of the product).
Although Ms. accepted the resolution she insisted she was still unhappy and wanted her missing “toss pillow casing” remade in addition to the manufacturers credit and Pacific Home discount. Pacific Home communicated on multiple occasions that this would not be possible due to the fact that her original fabric was no longer available, however, as a final resolution Pacific Home offered to have Two (client was only missing one) matching toss pillow casings produced out of the single casing fabric that was received incorrectly. Pacific Home covered the cost of producing two toss pillow casings out of the remaining fabric so that Ms. would have two matching toss pillows in her original fabric. Ms. picked up her replacement toss pillow casings on 12/30/17 and Pacific Home closed the customer service and claim file for this issue as “resolved”.
Pacific Home regrets that Ms. was inconvenienced by the delay and mis-making of her toss pillow casing but contend that the resolution was more than sufficient to address the issue and that there is no further resolution beyond what Ms. has already received:
· $250.00 credit from the Manufacturer
· 50% Discount from Pacific Home
· 2 Toss Pillow Casings – produced in original fabric at no cost.
Please review the attached documentation. Due to the extensive amount of documentation (internal and with Ms.) on file related to these claims Pacific Home requests that the Revdex.com inquire or request any additional specific documentation necessary to satisfy this response. Aloha and thank you for your attention to this matter.
Pacific Home
744 Ala Moana Blvd.
Honolulu, HI 96813
808-596-9338
[email protected]
I had ordered a couch from pacific homes at the beginning of September. I had been in the store several times to look at this couch and had talked with several employees about the specific way I wanted the couch to be. I order the sectional and had wanted the Day bed portion to be on the left side. I had documents stated that wanted I wanted but when the order arrived the daybed was on the wrong side. The delivers sent the manager a text of the highlighted order that I had wanted. Her only response was to tell me that I was wrong, talk down to me, proceed to tell me that I ordered it this way. She stated that the only thing she could do for me was for me to wait another 4 months or take a floor model. Granted I had custom ordered this couch and paid over 5000 dollars for it. She refused to refund me my money
Ms. visited the Pacific Home showroom several times and discussed with several different employees the purchase of a floor model *** Sectional. During a visit to the showroom Ms. was given a Tear-Sheet by salesperson LK with information regarding the sectional measurements, configuration and options for specific modular pieces available. Ms. returned to the showroom on 9/1/17 to purchase the sectional however the item was no longer in stock and she chose to custom order the *** Sectional in Grade H fabric. Ms. purchased a Custom Order *** Sectional which was requested as a Right Arm Facing (RAF) Daybed with Left Arm Facing (LAF) Grand Sofa. Please see the attached sales order documentation. All Custom Orders are Final Sale and non-refundable, therefore details such as fabric options, Color, Configuration, measurements, Estimated Time of Arrival for custom order and delivery are reviewed in detail with the client prior to final purchase. The standard lead time for all custom order upholstery is 3-4 months from the purchase date. The ETA to Honolulu for this custom order #*** was stated as 12/30/17.
Due to stock availability, the same sectional Ms. custom ordered became available as an in-stock piece and Management approved the fulfillment of the custom order with a stock piece so that Ms. would not have to wait for her Custom Order which had an ETA to Honolulu of 12/8/17. Ms. received delivery of the *** Sectional (Right Arm Facing (RAF) Daybed with Left Arm Facing (LAF) Grand Sofa in Grade H fabric) on 11/24/17. At the time of delivery she stated to the delivery team that the daybed was on the wrong side and that she had wanted the opposite configuration.
Since no error was detected (the item being delivered matched the sales order paperwork) the delivery team notified Management that the client was unsatisfied. Management immediately called Ms. while the delivery team was still onsite to discuss the issue and understood that although the item being delivered was not incorrect for what was ordered, it was not the configuration that the client wished to have. Management noted that there were in-stock pieces in the same fabric and desired configuration and offered to swap out the sectional but Ms. refused. Management also offered to custom order the desired configuration for Ms. but she refused. Ms. stated that she intended to retain a lawyer as well as write negative reviews online if she did not get a refund and that she was unsatisfied but would keep the sectional as delivered and signed the delivery paperwork accepting the piece in good condition.
Understanding that the client remained unsatisfied Management sent Ms. a follow-up email the same day of delivery (11/24/17) to again attempt to offer a resolution. Please see attached email documentation and email as stated below:
Aloha ***,
I wanted to contact you to let you know that our offer to swap the sofa you ordered for a configuration that suits your needs better stands. We do have a piece that is the alternate configuration to what you ordered and we would happily make the swap. Please let us know if that works for you. Alternately we could custom order a new piece. It is possible that it could come as quickly as your first custom order did (only 2 months and 3 weeks instead of our standard 3-4 months:) We truly appreciate and value your business and we are certainly here to do what we can to resolve any issue. Also we do see you are registered as a military discount customer. From one military family to another, thank you. We do thank you for your service.
Kindest Regards & Happy Holidays,
Aloha,
pacifichome
furnishing your pacific lifestyle
744 Ala Moana Blvd.
Honolulu, HI 96813
Ms. did not respond to the email and Pacific Home has heard nothing further regarding the client's dissatisfaction until notification of her Revdex.com complaint. Pacific Home truly wants customers to be satisfied with their shopping experience, customer service, products and purchases and we strive to resolve any issue or complaint in a timely manner.
Pacific Home believes that the client was offered an appropriate resolution to the issue. We cannot offer to refund a percentage of the purchase price for an item that was delivered as purchased and in new condition. Please note: The purchase price stated in the client’s complaint ($6310.00) is incorrect. The correct purchase amount was $5442.93 – please see attached sales order documentation. Please let us know if additional information or documentation is needed to satisfy this complaint. Mahalo.
Complaint: ***
I am rejecting this response because:
The way they stated the facts are untrue. I did immediately call them once I determined that the couch was ordered wrong. She rudely stated that she was right and I either had to wait four months for another couch or take one that had been on the floor already for the same price that both her workers stated was scratched and damaged. I had already been without a couch for fours months and had first asked to be refunded which she stated she would not do. She did email me after talking very rudely with me after I stated several times that I was being forced to take something I did not order. I stated that I did not deserve to be talked to in the manner she was addressing me and that I would get a lawyer and file a complaint with the Revdex.com for the treatment I had received. After reading this though their reviews online, it also seems that several other customers have similar feelings that I had in regards to their costumer service. I also have the original paperwork for the couch when I went in the first time, which was the time I sat on the couch, and it shows the correct configuration I wanted highlighted . This same paper is the one I forwarded that day to their manager. The day I ordered the couch they no longer had the couch in the show room that I wanted anf they did ensure to me that they put in the order correctly after I asked them several times to ensure that the daybed was on the side I wanted it to be.
Sincerely