Payless Furniture, Inc.

The customer was refunded in the amount of $as you can see from the merchant processor's slip belowI do apologize but we wouldn't be able to apply an additional $on top of the credit for any interest feesCancellations can take up to a week to fully verify the paperwork with the
delivery carrier since the customer was scheduled for a delivery and we wouldn't be able to apply a refund if the customer has possession of the furnitureThis case has been closed on our end and the customer should be receiving their refund back to their card from the issuing bank.
========= SECURITY STATEMENT ==========
It is not recommended that you ship product(s) or otherwise grant services relying solely upon this e-mail receipt
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My apologies for any inconvenience this may have caused you, we are no longer dealing with Vidmar and Berger Allied just received your replacement brand new mattressI have already went ahead and made the delivery agent aware of the issues and advised them to contact you right away to get
scheduled for a date and time of deliveryPlease let me know if there is anything else I may assist you with

The customer had two nightstands that were damaged upon deliveryWe tried to order replacements but since the bedroom set was discontinued we weren’t able to secure two brand new nightstands to send to the customer As of
4/*/one of the branches for Acme furniture had received in a shipment which contained two nightstands for the customer in which we were able to have them ordered and will be shipped to the white glove carrierOnce they receive it they will be contacting the customer to get scheduled for a date and time of delivery

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:
[You are correct about customer ordering a California King bed but that still don't give you the right to break your policy agreement, if you had just delivered within time of policy agreement we wouldn't have to involve Revdex.com in this matter, When purchasing thing online we look at their policy agreement so as customer it give us a sense of when we can expect our items to be delivered and a guideline we could hold a business to be accountable if anything went wrong, so when I ordered the incorrect bed that still had nothing to do with the original orderWhen George place the order for the Eastern bed that was a separate order meaning the original order should have been delivered in full on January ** and the order for the Eastern bed should have been delivered within eight weeks and it was, but the living room set wasn't delivered in a timely matter
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
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Sep ** - finally posted negative reviews due to lack of resolution of incomplete purchase made July **, 2016.
Very disappointing experience with 1StopBedrooms.The ordering and sales process is very easy and slick, but the delivery on the back end is a nightmare. Unfortunately this is the important part.
We ordered a very expensive bedroom set months ago and got the white glove delivery. They assembled half the bed, which is fine, but it was not until we got all the bedding and I put together the other half of the bed (it's got a built in bookcase, cabinets and drawers so comes in several pieces that need to be put together) that we realized that the main supports that go under the bed that hold up the mattress were missing. After several emails with Customer Service, we finally identified the part numbers and were promised a shipment in a few weeks. Not happy but what can you do?
It's now been months and still no parts. 1StopBedrooms first claimed the parts were shipping the week of Sept **, then that the parts were ordered by "a different department", and now that they need an update from the manufacturer. I would believe them if only the story didn't change so many times, and no one alerts me when conditions change.
That tells me they are not telling the truth. This is a very expensive bedroom set, almost $1500, and I feel like I've been scammed.
Sep **, 2016:
After not getting any responses and posting several negative online reviews, I was contacted by customer service manager Jeffrey G. and promised a $75 credit and parts sent to me by manufacturer. I took down my negative reviews.
Oct **, 2016 : Credit was never posted, and several days of no responses, and of course missing parts have never showed up. This company's manager lied to me and I believe they happily cheat people and only get concerned when negative reviews are posted.

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 and the matter has been resolved.
Sincerely,
[redacted]

I would like to apologize for the delay in having this order claim resolved. We had switched over to a new claims system in which some claims have been left behind. I just went ahead and ordered you a brand new North Shore Media Chest [redacted] which should be delivered to the home delivery carrier...

this upcoming week. Once they receive it they will be calling you to get you scheduled for a date and time of delivery.

The branch of Payless Furniture, Inc. called 1stopbedrooms and [redacted], has ATROCIOUS customer service. I ordered a piece of furniture and was told 4-6 week lead time prior to delivery. It was a beautiful couch at a great price. I checked the Revdex.com rating (an A) and I decided it was worth the wait to order the couch through them. I ordered on July **, so I expected to have the couch by the 2nd week in September. Then, I called to follow up on August ** and check the status. I was told the couch would be delivered to the local shipping facility on August ** and I would be contacted on August ** regarding delivery. I wasn't contacted on the [redacted], so I called back to follow up again. I was then told the couch would arrive at the local facility on August **. Then I was told it would arrive between August **-August **, and within 24 hours of the shipping facility receiving it, I would get a call. I was told on August [redacted] that the couch had been received by the local shipping facility on August **. I have yet to receive a call from the shipping facility so I called them and they hadn't processed my order by August **. They explained how their operation worked and there was a large disconnect between how 1stopbedrooms believed the warehouse functions and how the warehouse actually operates. When I called 1stopbedrooms they kept flip flopping stories and making excuses, hanging up on me, saying they'd call me back and not following up, etc. I felt like I was arguing a court case trying to prove what conversations I had. Everything was awful, I hung up on one gentleman mid conversation because I was so livid he couldn't concede they messed up. Until Marlene (his boss) called me back shortly after and promised to expedite my delivery, it was awful. And by the way, she informed me that the gentleman I spoke admitted that the shipping facility had messed up, something he did not admit to me personally.

The customer originally ordered the California king bed instead of Eastern king which delayed is order past the 6 week time frame since it has to be special ordered from the west coast. We originally advised the customer...

that if he needed the Eastern king we would be able to have it delivered within a couple of weeks as it was in stock at the time. As a onetime courtesy to the customer we absorbed all fees on our expense since the customer admitted he made a mistake and we placed the correct bed on order for the customer. We attempted to deliver the correct bed along with the living room set in which the customer told the drivers to leave his home and he’s not accepting the delivery. According to our policy if a customer does not want their order there will be a 30% restocking fee plus any round trip shipping and handling fees. The customer is stating that their order was delivered after the six weeks which is correct due to the fact that he originally ordered the wrong size bed. We still have all the furniture in our warehouse ready for a delivery but the customer advised us not to come to his home. Please let me know if there is anything else I may assist you with.

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 and the matter has been resolved.  At 1:45 on Thursday, February **, I have received my item.  Thank you. 
Sincerely,
[redacted]

Better Business...

Bureau:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved   
 
 The company is correct about me ordering the incorrect bed, I even told [redacted] dispute resolution department that I would accept the order of the Eastern King, but I don't want the livingroom set because it wasn't delivered within the six weeks time frame of policy. The defened had no problem delivering one set of furniture as the items arrived into their warehouse, so why didn't the defended have the livingroom set delivered when it arrived at the warehouse instead of waiting to delivered it on Jan. [redacted], two weeks past the policy delivery time.
                              Defended staff was contacted by [redacted] dispute resolution department on or around Nov. **, 2015 about me wanting to cancel this order, they brought it to my attention that I had to cancel the order within 24 hour of the initial time order was placed by contacting them through email, defended also assured me that the order would be delivered within the six week period, so that my grounds for this complaint, it's been eight months with my credit on the line.
                                        ...⇄ [redacted]
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Review: I filed Revdex.com complaint #[redacted] on 1stopbedrooms on September **, 2015 regarding furniture that was delivered damaged and they would replace or repair the damage. On December *, 2015, 1stopbedrooms replied to the Revdex.com complaint stating that I would be receiving my replacement piece (a media chest) the next day or two. That was satisfactory to me, but I answered too soon, I STILL don't have it, and it is now February **, 2016.

1stopbedrooms Order #[redacted]Desired Settlement: I would like them to replace the Ashley media chest as they said they would.

Business

Response:

I would like to apologize for the delay in having this order claim resolved. We had switched over to a new claims system in which some claims have been left behind. I just went ahead and ordered you a brand new North Shore Media Chest [redacted] which should be delivered to the home delivery carrier this upcoming week. Once they receive it they will be calling you to get you scheduled for a date and time of delivery.

Review: We ordered a sofa on December **, 2015 from [redacted]. Our account was charged $1,059.25. Our delivery was scheduled for February *, 2016. We realized that the sofa was too big after seeing that the dimensions listed did not take in to account extra space necessary for the wedge pieces of the sectional sofa. We then cancelled the order on February *, 2016. We received a confirming email from the company that the order was cancelled. However, we did not hear from the company for the next 2 1/2 weeks as to whether the sofa was returned or any information regarding a refund. We emailed & called the company numerous times over the next week and half. The six phone calls made to the company where met with wait times of up to 40 minutes and then we were transferred to yet another line once I said we were calling concerning a refund. After being transferred numerous times and on two separate occasions, I was disconnected. The final phone call was finally answered and I was told that we would receive a confirming email with the refund information that day which was Feb **. We never received any email response with any information regarding the cancellation or refund. We then emailed the company again saying we would report to Revdex.com if we did not receive a response. We got an email reply the next day 2/** stating that there was a 30% restocking fee & a delivery charge which meant our refund was $462.72. We agreed to those terms. Since that email, we have not received any correspondence or answer via phone request as to when the refund would be applied other than an email stating "I am taking this to the finance department". We had to email a copy of a drivers license in order to get the refund approved. I was not comfortable with this but complied wishing to have the ordeal finished. As of today, Feb **, 2016 we have not received any refund nor any further communication. We are concerned that our credit could be effected and feel that we have been taken advantage of by this company. We are looking to get our money refunded in the amount of $462.72 plus we feel that another $100 at minimum should be added to the refund for the amount of our time taken due to having to pursue this company for our money.Desired Settlement: Refund $462.72 plus interest and/or $100 additional for time spent trying to resolve this issue

Business

Response:

The customer was refunded in the amount of $462.73 as you can see from the merchant processor's slip below. I do apologize but we wouldn't be able to apply an additional $100 on top of the credit for any interest fees. Cancellations can take up to a week to fully verify the paperwork with the delivery carrier since the customer was scheduled for a delivery and we wouldn't be able to apply a refund if the customer has possession of the furniture. This case has been closed on our end and the customer should be receiving their refund back to their card from the issuing bank. ========= SECURITY STATEMENT ==========It is not recommended that you ship product(s) or otherwise grant services relying solely upon this e-mail receipt. [redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: An order was placed in December and I was told I would receive a phone call to set up delivery. After not hearing from [redacted] or their delivery company Vidmar, I inquired. [redacted] told me to call Vidmar, which I then proceeded to do 3 times. After 3 messages I finally received a call back. The delivery was set up and when it arrived I was missing 1 item. Again, I did not hear from the delivery company and I had to take the initiative to call. They set up delivery again and when the item arrived it was damaged. I contacted [redacted] and was told they would rush deliver a new item, which has now been almost 4 weeks. I contacted customer service yet again and was told a week and a half ago that the item would be rush delivered. As of today, I still had not heard from anyone. I contacted [redacted] AGAIN and they gave me the same song and dance, your item will be rushed to you. We'll see. This has been incredibly frustrating and as the customer I am extremely disappointed in the number of times I have had to follow up, without receiving a single phone call from [redacted] to rectify the situation. Unfortunately I think both companies, [redacted] and the delivery company, are to blame for this ordeal.Desired Settlement: I would like my order delivered within the next 48 hours.

In addition, for future customers, take the work out of them having to call when there is an issue with another company. It is not the customers responsibility to make multiple calls when you have the working relationship established and understand process and procedures. Then, follow up with the customer!

Business

Response:

My apologies for any inconvenience this may have caused you, we are no longer dealing with Vidmar and Berger Allied just received your replacement brand new mattress. I have already went ahead and made the delivery agent aware of the issues and advised them to contact you right away to get scheduled for a date and time of delivery. Please let me know if there is anything else I may assist you with.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved. At 1:45 on Thursday, February **, I have received my item. Thank you.

Sincerely,