PAGER WAREHOUSE

Complaint: [redacted] I am rejecting this response because: Email receipt does not mention returns at all I can provide a copy It only states no cancellation Regards, [redacted]

In answer to this complaint, let me begin by saying the Customer Service as well as customer satisfaction is a very high priority for Home Living FurnitureOur staff works diligently in an attempt to meet the delivery needs of every customer whenever possible.This customer ordered a number of items from us on May 16, The merchandise was received into our warehouse the first week of June, Two of the items were found to have manufacturing defects and replacement items were immediately ordered We were informed by the manufacturers that the items were on back order, and were expected to come in by the first week of September We informed the customer and offered to make a partial delivery of the items that were currently in stockOur long haul delivery agent was notified and a delivery date was set for Thursday, July 02, The customer canceled this delivery the morning of July 2nd as they were not able to be home to receive it A second date was scheduled for July 08, On July 14th, we once again informed the customer that the replacement items were on back order and that we would schedule the remaining items as soon as they came in The replacement dresser arrived, and I called the customer and explained that delivery would be scheduled as soon as the route to his geographic area was finalizedI further explained the process of logistics, the science behind the construction of a delivery route The customer was not pleased with this information and demanded that I deliver his furniture at a date and time convenient to himI told him that while I understood his feelings, the cost of running a truck to deliver one piece of furniture was absolutely cost prohibitive and that as soon as we were in his area we would schedule the delivery We also gave him a $store credit as our way of apologizing for the inconvenience of having to wait for replacement itemsOne of the two replacement items was received earlier than expexted and is currently scheduled to be delivered to this customer on Tuesday, September 01, The remaining replacement item will be delivered to him as soon as it is received from the manufacturer The customer is not being billed for multiple deliveries

Dear Sir / Madam, [redacted] purchased a recliner on 7/in the store and signed an invoice that clearly states that there are no cancellations or refunds or returns allowed On 7/14, she called in to add the stools that she is looking to return.As with all orders, we inform the customer that regardless of stock or special orders, we do not take returns or cancellations The stools were orders specially for the customer and the customer was emailed a receipt to the email address provided confirming the terms of the order.We also have our terms clearly posted on our website Normally, we do not accept returns at all on special order but [redacted] is a good customer and we agreed to accept the stools back for a 30% restocking fee that would go towards returning the stools back to the manufacturer.RegardsHome Living

For orders less than $499, we ask that the customer call us and confirm whether item is able to be shipped or not when the customer lives outside our free shipping areas I do agree that the process needs to be improved on our site to inform the customer earlier of this and we are working towards thatWe apologize for the poor experience that the customer has had

To whom it May Concern: In regards to complaint identified as [redacted] This customer placed an order for a custome made/ special order sectional on April 20, She was made aware that special order items take a minimum of to weeks to arrive into our Howell NJ facilityThe sectional was received into our Howell NJ warehouse on May 21, 2015, at which time it was noted that the manufacturer had mistakenly mis-marked one itemWe immediately took action, receiving a replacement item within daysThe sectional was was delivered on June 06, 2015, after the foundation of her home was liftedOne July 6, the customer called, registering a service related issue stating that there was a defect in the fabric of the seat cushion of her chaiseA replacement cover was immediately orderedIt received into our warehouse on July 29, The customer was called and she scheduled the appointment to exchange the cover for August 12, The exchange was successfully completedOn September 04, the customer called to register additional service related issue with the chaise and the ottomanAn inspection was scheduled for September 15, As an act of continued good faith and in an attempt to make this customer completely happy we , at our own expense, ordered a replacement chaise and ottoman for herThese items were received into our warehouse on November 19, and delivered to her on November 23, The customer signed the delivery/exchange documents signifying that these items were received in good condition and that they met her expectationsOn May 16, the customer called once again to register a complaint that the right arm on her Right Arm facing sofa was collapsingService was scheduled and successfully completed on May 31, 2016.When the customer purchased her sectional, she also purchased a [redacted] extended warranty policyWe are a third party vendor for [redacted] This extended warranty covers the furniture against accidental breakage and damage for a period of yearsThe policy very clearly outlines what is and is not coveredThe warranty does not cover issues of wear or use that occur through the passage of time or from mis-use [redacted] is a separate company and we are not responsible for the decisions that they make regarding claims made by their customersOn February 09, she called to register a service complaintShe was informed that her warranty had expired on June 06, and that she needed to call [redacted] to report the issueIn the event that the issue was other than accidental damage or breakage we advised her to call a service repair organizationManufacturer's warranty their merchandise against defect for a period of months from the date of deliveryReplacement items are subject to the warranty dated from the original date of deliveryOur store mirrors the manufacturer's warrantyWe are not responsible for issues arising from use or misuse of furniture once it is in the customer’s home for more than one yearHer manufacturer/ in store warranty expired months agoIn looking at the record of her complaints and our response to each and every one, you can see that we have always acted immediately and in good faith I have attached the delivery, service and exchange documents for each of these events Please note that each document is signed for by the customerI am available Monday through Friday from am until pm, eastern timePlease feel free to contact me if you need any further documentation or informationBest Regards, LisaJo E***ManagerCustomer Service DepartmentHome Living Furniture

Complaint: [redacted] I am rejecting this response because:The business is not being truthful and took my order, fully knowing that they won't have my furniture on the agreed date of delivery How is it possible that when they took the order, everything was in stock but out of stock as soon as they had me sign a sale contract? The business is based on cheating its customers and I expect a more stronger response and some investigation from Revdex.com than to just play a part of a referee I am not happy with the progress of my complaint Of course the business will lie to Revdex.com just as they lie to their customers Regards, Nadeem K***

Dear Sir / Madam,The customer purchased special order stools for her kitchen She was advised of our no cancellation or returns policy, verbally and in writing, at the time of the purchase on special order merchandise Customer accepted delivery of the stools and then later called back concerned that they seemed to be too big for her home.Unfortunately, due to the nature of the product, we are unable to take them back The customer has been advised.We are however, happy to offer the customer a significant discount to the customer towards the purchase of new stools if she would consider itRegardsHome Living

The customer purchased a complete bedroom set on 5/and we expected to have everything available to ship at the same time per the manufacturer's live inventory online As we do with all instore and online orders, the customer must sign off on our sales contract BEFORE furniture order can be placed Each customer is advised, verbally when ordering over the phone AND via the sales contract, that the furniture is to be ordered and once ordered, there are no cancellations or refunds The only contingency that the customer had at the time of the sale was that the move in date was after the 16th of June All furniture was ordered promptly once the contract was returned signed back to us Once the order was placed with the manufacturer, the manufacturer notified us that the headboard which had showed inventory when we took the order was infact sold out and not available for shipment till middle of August On 5/22, the customer was emailed this information AND called by the sales person at our store.The customer lives in [redacted] and we are shipping the goods from our store in NJ Despite the costs involved in shipping furniture cross country, the customer was advised that we would be able to offer him split delivery and that we would delivery him everything EXCEPT the bed, which could not be delivered due to the headboard not being available At no point was he made to believe that the headboard was not a necessary part of the bed Customer was also shipped a bed frame at no charge in place of the bed to be used till the complete bed could be delivered.Furthermore, around the 6th of June, the customer called in and asked that the delivery could be made on the 16th as if it were a local delivery Customer service explained to the customer that the orders must be batched and that we would deliver the bedroom furniture once we had a truck scheduled to be in [redacted] Customer demanded that delivery be done on the 16th but we advised him that it would not be possible and that we were scheduled to deliver him the tail end of June As the customer was upset, a credit of $was issued to appease him.On 6/26, the customer was advised that the truck had left and delivery would be made on the 2nd and as per our expectation, the dresser, mirror, nightstands and the chest were delivered on 7/2/15.The expected date of delivery has still not changed and is still expected into our warehouse by the end of August As soon as it is received it will be expedited for delivery for the customer At this time, the customer has the entire set in their possession The date for the headboard had remained consistent all the way through and still expected in by the end of August and we would deliver it asap thereafter.Should the customer need a credit, we would be willing to cancel out the headboard and he could purchase it locally but no store would be able to deliver it any quicker than we would The customer is upset due to the long delay but he must understand that timelines were conveyed to him properly, verbally and in writing, and we have tried to go above and beyond to help him with his purchase including offering him split delivery, sending out a bed frame w/o a charge as well as giving him partial creditRegardsDeepak J***Home Living

Dear Sir, The delivery charges calculated on our site are for local deliveries, NJ, Metro PA and Metro NY as listed on the bottom of our site For customer out of state, we recommend they call our store to confirm shipping amounts Freight charge as quoted is more than reasonable
For the customer's privacy, we do not maintain credit card information. That said, our website is relatively still very new and we are working on improving the communication on our website to give customers more accurate shipping quotes so that they are given the correct delivery charges right on the site The new updates to the site are due to launch on the 1st of February. We acknowledge that customer service and proper communication with the customer is very important and strive for excellence in these regards We apologize for the inconvenience caused to the customer. Regards***Home Living

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:
Email receipt does not mention returns at all.  I can provide a copy.  It only states no cancellation  
Regards,
[redacted]

To whom it May Concern:   In regards to complaint identified as [redacted]   This customer placed an order for a custome made/ special order sectional on April 20, 2015. She was made aware that special order items take a minimum of 6 to 8 weeks to arrive into our Howell NJ facility. The...

sectional was received into our Howell NJ warehouse on May 21, 2015, at which time it was noted that the manufacturer had mistakenly mis-marked one item. We immediately took action, receiving a replacement item within days. The sectional was was delivered on June 06, 2015, after the foundation of her home was lifted. One July 6, 2015 the customer called, registering a service related issue stating that there was a defect in the fabric of the seat cushion of her chaise. A replacement cover was immediately ordered. It  received into our warehouse on July 29, 2015. The customer was called and she scheduled the appointment to exchange the cover for August 12, 2015. The exchange was successfully completed. On September 04, 2015 the customer called to register additional service related issue with the chaise and the ottoman. An inspection was scheduled for September 15, 2015. As an act of continued good faith and in an attempt to make this customer completely happy we , at our own expense, ordered a replacement chaise and ottoman for her. These items were received into our warehouse on November 19, 2015 and delivered to her on November 23, 2015. The customer signed the delivery/exchange documents signifying that these items were received in good condition and that they met her expectations. On May 16, 2016 the customer called once again to register a complaint that the right arm on her Right Arm facing sofa was collapsing. Service was scheduled and successfully completed on May 31, 2016.When the customer purchased her sectional, she also purchased a [redacted] extended warranty policy. We are a third party vendor for [redacted]. This extended warranty covers the furniture against accidental breakage and damage for a period of 5 years. The policy very clearly outlines what is and is not covered. The warranty does not cover issues of wear or use that occur through the normal passage of time or from mis-use. [redacted] is a separate company and we are not responsible for the decisions that they make regarding claims made by their customers. On February 09, 2017 she called to register a service complaint. She was informed that her warranty had expired on June 06, 2016 and that she needed to call [redacted] to report the issue. In the event that the issue was other than accidental damage or breakage we advised her to call a service repair organization. Manufacturer's warranty their merchandise against defect for a period of 12 months from the date of delivery. Replacement items are subject to the warranty dated from the original date of delivery. Our store mirrors the manufacturer's warranty. We are not responsible for issues arising from use or misuse of furniture once it is in the customer’s home for more than one year. Her manufacturer/ in store warranty expired 7 months ago. In looking at the record of her complaints and our response to each and every one, you can see that we have always acted immediately and in good faith . I have attached the delivery, service and exchange documents for each of these events.  Please note that each document is signed for by the customer. I am available Monday through Friday from 9 am until 6 pm, eastern time. Please feel free to contact me if you need any further documentation or information. Best Regards, LisaJo E[redacted]ManagerCustomer Service DepartmentHome Living Furniture

In answer to this complaint, let me begin by saying the Customer Service as well as customer satisfaction is a very high priority for Home Living Furniture. Our staff works diligently in an attempt to meet the delivery  needs of every customer whenever possible.This customer ordered a number of...

items from us on May 16, 2015.  The merchandise was received into our warehouse the first week of June, 2015. Two of the items were found to have  manufacturing defects and replacement items were immediately ordered.  We were informed by the manufacturers that the items were on back order, and were expected to come in by the first week of September.  We informed the customer and offered to make a partial delivery of the items that were currently in stock. Our long haul delivery agent was notified and a delivery date was set for Thursday, July 02, 2015.  The customer canceled this delivery the morning of July 2nd as they were not able to be home to receive it.  A second date was scheduled for July 08, 2015.  On July 14th, we once again informed the customer that the replacement items were on back order and that we would schedule the remaining items as soon as they came in.  The replacement dresser arrived, and   I called the customer and explained that delivery would be scheduled as soon as the route to his geographic area was finalized. I further explained the process of logistics, the science behind the construction of a delivery route.  The customer was not pleased with this information and demanded that I deliver his furniture at a date and time convenient to him. I told him that while I understood his feelings, the cost of running a truck to deliver one piece of furniture was absolutely cost prohibitive and that as soon as we were in his area we would schedule the delivery.  We also gave him a $100.00 store credit as our way of apologizing for the inconvenience of having to wait for replacement items. One of the two replacement items was received earlier than expexted and is currently scheduled to be delivered to this customer on Tuesday, September 01, 2015.  The remaining replacement item will be delivered to him as soon as it is received from the manufacturer.  The customer is not being billed for multiple deliveries.

For orders less than $499, we ask that the customer call us and confirm whether item is able to be shipped or not when the customer lives outside our free shipping areas.   I do agree that the process needs to be improved on our site to inform the customer earlier of this and we are working...

towards that. We apologize for the poor experience that the customer has had.

Dear Sir / Madam,The customer purchased 4 special order stools for her kitchen.  She was advised of our no cancellation or returns policy, verbally and in writing, at the time of the purchase on special order merchandise.  Customer accepted delivery of the stools and then later called back...

concerned that they seemed to be too big for her home.Unfortunately, due to the nature of the product, we are unable to take them back.  The customer has been advised.We are however, happy to offer the customer a significant discount to the customer towards the purchase of new stools if she would consider it. RegardsHome Living

Complaint: [redacted]
I am rejecting this response because:The business is not being truthful and took my order, fully knowing that they won't have my furniture on the agreed date of delivery.  How is it possible that when they took the order, everything was in stock but out of stock as soon as they had me sign a sale contract?  The business is based on cheating its customers and I expect a more stronger response and some investigation from Revdex.com than to just play a part of a referee.  I am not happy with the progress of my complaint.  Of course the business will lie to Revdex.com just as they lie to their customers. 
Regards,
Nadeem K[redacted]

Complaint: [redacted]
I am rejecting this response because: Some of her comments were incorrect. First of all I find it offensive that she implied we miss used our furniture, Far from the truth. Some of her dates are off also .  We didn't even have the furniture a year before there was several complaints on it  ( like a car there should be a lemon law because that is what this furniture is a big fat lemon)  If you take in consideration of how many complaints there is and still on going. I can't even sit in the chase it is so bad.   I will never ever purchase anything from this business nor will I suggest anyone else
Regards,
[redacted]

The customer purchased a complete bedroom set on 5/16 and we expected to have everything available to ship at the same time per the manufacturer's live inventory online.  As we do with all instore and online orders, the customer must sign off on our sales contract BEFORE furniture order can be...

placed.  Each customer is advised, verbally when ordering over the phone AND via the sales contract, that the furniture is to be ordered and once ordered, there are no cancellations or refunds.  The only contingency that the customer had at the time of the sale was that the move in date was after the 16th of June.  All furniture was ordered promptly once the contract was returned signed back to us.  Once the order was placed with the manufacturer, the manufacturer notified us that the headboard which had showed inventory when we took the order was infact sold out and not available for shipment till middle of August.  On 5/22, the customer was emailed this information AND called by the sales person at our store.The customer lives in [redacted] and we are shipping the goods from our store in NJ.  Despite the costs involved in shipping furniture cross country, the customer was advised that we would be able to offer him split delivery and that we would delivery him everything EXCEPT the bed, which could not be delivered due to the headboard not being available.  At no point was he made to believe that the headboard was not a necessary part of the bed.    Customer was also shipped a bed frame at no charge in place of the bed to be used till the complete bed could be delivered.Furthermore, around the 6th of June, the customer called in and asked that the delivery could be made on the 16th as if it were a local delivery.  Customer service explained to the customer that the orders must be batched and that we would deliver the bedroom furniture once we had a truck scheduled to be in [redacted].   Customer demanded that delivery be done on the 16th but we advised him that it would not be possible and that we were scheduled to deliver him the tail end of June.   As the customer was upset, a credit of $149 was issued to appease him.On 6/26, the customer was advised that the truck had left and delivery would be made on the 2nd and as per our expectation, the dresser, mirror, 2 nightstands and the chest were delivered on 7/2/15.The expected date of delivery has still not changed and is still expected into our warehouse by the end of August.  As soon as it is received it will be expedited for delivery for the customer.  At this time, the customer has the entire set in their possession.  The date for the headboard had remained consistent all the way through and still expected in by the end of August and we would deliver it asap thereafter.Should the customer need a credit, we would be willing to cancel out the headboard and he could purchase it locally but no store would be able to deliver it any quicker than we would.   The customer is upset due to the long delay but he must understand that timelines were conveyed to him properly, verbally and in writing, and we have tried to go above and beyond to help him with his purchase including offering him split delivery, sending out a bed frame w/o a charge as well as giving him partial creditRegardsDeepak J[redacted]Home Living

Dear Sir / Madam,[redacted] purchased a recliner on 7/11 in the store and signed an invoice that clearly states that there are no cancellations or refunds or returns allowed.  On 7/14, she called in to add the 4 stools that she is looking to return.As with all orders, we inform the customer that regardless of stock or special orders, we do not take returns or cancellations.  The stools were orders specially for the customer and the customer was emailed a receipt to the email address provided confirming the terms of the order.We also have our terms clearly posted on our website.  Normally, we do not accept returns at all on special order but [redacted] is a good customer and we agreed to accept the stools back for a 30% restocking fee that would go towards returning the stools back to the manufacturer.RegardsHome Living