">In response to the above referenced customer *** *** case #***, we have been in contact with the customer and set up a delivery date of Feb22, 2014. Her merchandise is due to be received into our warehouse Feb 21, 2014.
In attempting to identify who at Powell’s actually spoke to *** ***, is not really clear. We believe the information she was given “that all items are in stock” possibly referred to the terminology used to describe merchandise at the factory, available to make and ship upon order
Corinthian furniture usually takes 4-weeks upon the order received by the factory. We wish the nature of the order process was more forgiving within a time frame for the customer
We believe the customer is satisfied that her delivery is now scheduled, and apologize for any worry and inconvenience she experienced
Sincerely,
*** ***
*** ***
*** *** ***
Powell's Furniture would like to begin by acknowledging ** *** dissatisfaction with our service, and the mistake we made with his order that triggered these issues
** *** order of two chairs, two ottomans, and several yards of fabric were to be picked up by ** *** at our
warehouse on January 16, These were the exact items which were listed on a sales contract signed by ** *** on November 11, However, at the time he attempted to pick up the merchandise, ** *** insisted that these were not what he had orderedIn an attempt to satisfy our customer, we agreed to reorder the chairs he said he had orderedPowell's Furniture agreed to do this with no extra charge, no delivery fees, and an expedited order of customized chairs he requested at no extra costAlso, I called on Friday, the 17th, and spoke to *** *** and apologized, offered a $gift card as a gesture of goodwill, and to deliver at no cost to them.
Dissatisfied with the response, ** *** called into the storeHis complaint that a manager would not take his call because he was "too busy" was a result of the current manager helping a customer who was currently inside the store** *** drove to the store that Saturday, January 18, 2014, and spoke to the manager on dutyAs General Manager, I offered my sincere apologies, offered to do anything I could to get ** *** the correct chairs as quickly as possible, and at no extra cost to him, and I again offered a $restaurant gift cardAgain dissatisfied, ** *** insisted on speaking to the owner, *** ***, before the end of the dayHe was told that ** *** had just left for the day to go to a family gathering
In spite of the fact that ** *** was not currently int he store because it was his day off, he called ** *** from his grandchild's birthday party at 2:that afternoonIn this conversation, ** *** first asked to keep the initial chairs at no cost, then insisted that Powell's Furniture give them to him at cost, then demanded his money backAs these items had been special ordered with matching fabrics, ** *** was unable to fulfill these requests** *** then accused ** *** of screaming and being "obviously drunk"At no time did ** *** mention alcohol, nor was there any basis for this accusation** *** has sought legal counsel in reference to ** *** slanderous allegations- which ** *** has posted on several social media sites
Powell's Furniture feels they have gone above and beyond their obligations to satisfy this customer, and cannot offer anything more at this timeWe apologize for any mistakes made, but feel that he has been accommodated in every aspect possible
Sincerely,
*** ***
General Manager, Powell's Furniture
October 8,
2015RE: Revdex.com Case
# ***To Whom It
May Concern: We have received the complaint filed with the Revdex.com concerning a purchase made by
our customer Joyce *** and after researching the issue our findings are as
follows: We are sorry that Ms*** feels
unsatisfied with her purchase and feels that
we have not provided good service. In
regards to the statement, “I feel that if I had been a male or with a male, I
would not have been required to make such a large down payment and would have
received satisfaction on the chest”, our company prefers that for merchandise
that must be special ordered to have a 25-30% down payment. This policy is in effect on ALL orders
regardless of gender, race, or ethnicity of the buyer. At the time that we place the purchase order
with the factory we are required to pay invoices within days of shipment to
our warehouse. If Ms*** were unable
to meet the down payment requirement we would certainly have worked with her to
find a solution more amenable for her needs if necessary. Upon
delivery on 3/20/Ms*** voiced a concern about the alignment of the
drawers in the chest. Powell’s scheduled
a service tech to inspect the chest and upon inspection our technician
requested new drawer tracks. The drawer
tracks were ordered and received and our technician returned to Ms*** home
to complete the repair service. As of
5/24/the service was completed by or technician and the file closed.On 7/3/
Ms*** called our Customer Service Department to request service on the
chest again. Our technician inspected
the chest and ordered an additional set of drawer tracks to correct the
alignment of another drawer. The tracks
were received and service completed on 9/5/14.On
11/21/Ms*** called Customer Service about the chest drawer alignment
again. At this time our Customer Service
department requested a replacement chest, rather than try to order parts and
repair the issue. The manufacturer
approved the replacement chest and it was ordered. Ms*** refused not replacement chest,
but different chests saying that neither one was acceptable. The replacement chests were ordered at an
expense to Powell’s Furniture as Ms*** decided to keep the original chest
that she was delivered. Powell’s cannot
return the new chests and had to absorb the costs of both chests.In
conclusion, we feel that we have done everything in our power to satisfy the
issue with the chest. Ms*** never
requested a monetary adjustment to keep the chest as-is. Ms*** states that the purchase price was
$4000, when in fact the total sale including tax 2,719.80. We would be happy to issue Ms*** a $
Powell’s Furniture gift card for her inconvenience. It is in our best interest to serve all our
customers with the utmost respect and kindness.Sincerely,*** ***General
ManagerPowell's
Furniture
Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
The complaint is about the time and effort needed to have someone at Powell's communicate with anyone that buys from them. Notice how convenient it was for my parts to show up the day after this compliant. Also notice the month and a half it took for the tech to come after the original parts arrived, that was because I had to call them and ask if the parts came in for the service. The customer service after the purchase is the complaint. If you read the other complaints that I have noticed since I filed this, they all say the same thing"We had to call them", "the part just happened to arrive at the right time".
I was very happy with the sales side of Powell"s Furniture. But the Customer Service needs some attention! Am I happy with the response...NO
Regards,
*** ***
We have received the complaint filed with the Revdex.com concerning a purchase made by
our customer *** *** and after researching the issue our findings are as
follows: We are sorry that Mr*** feels that he was “treated shabbily” concerning the
purchase of his *** ***
chairs. Mr
*** order was placed with *** *** on time, unfortunately the items
were not in stock at the manufacturer at the time of purchase. Powell’s called the manufacturer for updated
status information on a regular basis and that information was passed on to Mr
*** with every update. Per the terms
and conditions of sale that Mr*** signed at the time of sale, Powell’s is
not responsible for delays beyond our control.
In addition, the terms and conditions state that “Actual availability
will not invalidate this order”. Mr*** sent an inquiry to our website on Tuesday November 29, requesting an
update. Both our General Manager and our
Sales Manager have spoken to Mr*** concerning his order and offered our apologies
for the delay from the manufacturer. Mr
*** was given the options of keeping the chairs on order until they arrive, or
a refund. As of November 29, Mr*** had been granted a full refund with our apologies. Per the complaint, it sounds as if Mr*** still wishes to purchase the chairs.
Powell’s welcomes Mr*** back into the store to repurchase the chairs
as they are still on order. Because of
this order we have decided to drop Leather Italia from our vendor list
[A default letter is provided here which indicates your acceptance of the business's offer. If you wish, you may update it before sending it.]
Revdex.com:
I have not received a phone call from *** *** nor have a I received any correspondence from them regarding a credit. I would be glad to talk to *** *** at any time. My phone number is ***
I have reviewed the offer made by the business in reference to complaint ID***, and find that this resolution would be satisfactory to meI will wait for the business to perform this action and, if it does, will consider this complaint resolvedIf the company does not perform as promised I can get back to you at: ***
Regards,
*** ***
We have
received the complaint filed with the Revdex.com concerning a purchase made by our
customer *** *** and after researching the issue our findings are as
follows: We are sorry that Ms*** feels unsatisfied with her purchase and feels that
we have not provided good
service. Ms
*** made a purchase from another retailer and then several months later
proceeded to contact our store in order to purchase a pair of end tables to
accompany her existing furniture. Ms
*** provided the model numbers for the product she was interested in
purchasing. The entire sale was handled
over the phone and internet, Ms*** did not come to our store and view the
tables in person prior to purchase. The
tables that were purchased were correct and not an item that we usually
stock. Due to the fact that MsMorgan
purchased items prior from another retailer at a different time we cannot
guarantee a finish match. If MsMorgan
purchased all of the items in question from Powell’s we could have guaranteed a
finish match. Powell’s cannot be held
responsible for situations out of our control. In regards
to Powell’s having conversation with the manufacturer, we were told by a
factory representative that they cannot guarantee an exact finish match on
items that were not purchased at the same time.
Ms*** received the items that she specified to be ordered from
Powell’s in good condition. At no time
did I advise Ms*** to “re-finish” her tables.The first
line of the terms and conditions of the contract of sale states that “All sales
are non-cancellable from date of sale and this includes stock merchandise,
special orders, and lay-a-ways.
Therefore, any and all deposits will not be refunded. If necessary buyers are allowed to re-select
within hours of invoice date for an equal or higher amount.”.Again, we
are truly sorry for the inconvenience.Sincerely,*** ***
Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
[Provide details of why you are not satisfied with this resolution.]
Regards,
*** ***
In reference to above mentioned complaint case #*** customer***, the customer came to Powell’s on the morning of May
14th as stated in the customer’s statement, and was refunded the amount agreed upon per the *** *** *** and MrBlasko’s conversation on the 13th
The agreed upon amount ($1579.39) was for canceling the sofa and loveseat and the adjustment down for*** Warranty coverage for those pieces.
When the customer agreed to the settlement for this matter, he was told that the request of the cancel or return of the recliner was denied by the owner. Earlier attempts to satisfy the customer with loaner merchandise or other offers were not accepted
The delays that were stated to the customer, several times over the course of their order, by the vendor were indeed factual. This particular purchase order/shipment was indeed on order with *** in mid February. The resulting delays (at least times) are NOT within the reasonable 8-week time frame we would like. But this particular Vendor repeatedly issued these delays with which we must deal as the retailer. #of Powell’s Furniture Guarantee states:
“10.) A reasonable time limit of 8-weeks has been established as the industry standard for factory orders. Powell’s strives to do business with vendors who can deliver within this time frame. However, seller cannot be responsible for delays or defaults in delivery caused by acts of God, fires, labor and transportation difficulties, strikes, or any other causes beyond control of the seller. Actual availability will not invalidate this order.”
At the time of the sale on Feb23, 2014, the customer signed our copy stating they read and understood the terms of the sale, including the above #of points of our Guarantee
We do apologize for their inconvenience, but Powell’s Furniture has honored our commitment to this customer and fulfilled our part of the contract as agreed upon
Sincerely,
*** ** ***
*** ***
*** *** ***
We have
received the complaint filed with the Revdex.com concerning a purchase made by our
customer *** *** and after researching the issue our findings are as
follows: At time of sale a customer is asked to sign a copy of Powell's Furniture's
Terms of Sale, a copy is also included with
the receipt. Powell's Terms
of Sale Item #clearly states the following: "A reasonable time limit of 8-weeks has been established as the
industry standard for factory order.
Powell’s strives to do business with vendors who can deliver within this
time frame. However seller cannot be
responsible for delays or defaults in delivery caused by acts of God, fires,
labor and transportation difficulties, strikes, or any other causes beyond
control of the seller. Actual availability
will not invalidate this order." The merchandise that Ms*** chose for her purchase is currently subject to a
fabric delay with the manufacturer and is on backorder. Upon discovery of the delayed time frame, Ms
*** was given the option to re-select her choice of furniture in order to
expedite her delivery. As stated by Ms
***, she was unable to choose an alternate selection from our website to suit
her tastes. At this time
Powell’s is willing to refund Ms*** the full dollar amount that was paid
toward her purchase, that amount being $2,202.74. Powell’s will not provide a refund for any
interest or lost wages incurred during this transaction. Ms*** refund check was processed on
5/15/15.It is
unfortunate that this transaction ended in this manner, however we wish Ms
*** the best in finding furniture for her home
Dear***,
"">
So sorry this has taken longer than we would have liked. In regard to customer *** *** with above case number, *** *** has tried, unsuccessfully I’m afraid, to contact *** ***. As of today he has not been able to reach her to tell her that *** Furniture will be refunding to her credit card account the full amount ( ***) of her sale from April 26,
We are hoping that she will respond to *** *** call, and that we can close the dispute as the customer has requested
Thanks for your help,
*** ***
*** ***
*** *** ***
[A default letter is provided here which indicates your acceptance of the business's offer. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID ***, and find that
this resolution would be satisfactory to meI will wait for the business to perform this action and, if it does, will consider this complaint resolvedIf the company does not perform as promised I can get back to you at: ***Regards,
*** ***
the customer called our office and stated that the business reached out to her directly and resolved the complaint by delivering the furniture
Revdex.com:[I have reviewed the offer and/or response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.I don't accept Powell's offer because they provided an inferior/defective product When they sent out an exchange, the exchange had the same defect We purchased the set because it had the look and feel we were looking for We didn't expect to receive a product of poor quality Unlike Powell indicated in their response, we're not suffering from "buyer's remorse." When making a purchase, I expect that purchase to be of good quality and not have problems with it as soon as we get it We've purchased furniture from them in the past and had no issues with it As a matter of fact, it was purchased in September and it's the one we're replacing now That was a positive experience resulting in our decision to purchase again from themThe problem with replacing this one with another is I don't want to be stuck if within a few months we experience the same problem again They've already tried to replace it with the same results I feel as if it's a "customer beware" situation We selected what we wanted when we bought the furniture and we didn't see anything else to our liking when we made the original purchase or when we returned to select something differentI've *** photographs of the furniture and a copy of the comments written by their service representative when he came out the Monday after the furniture was delivered Also notice the intention on the seat cushionAs a customer, Powell's should have tried to make sure our needs were being met They expected us to go without furniture for months Yes, once I realized it would be months before they could replace it I was unwilling to go without furniture for that length of time What we have is already defective Instead of picking this up and replacing it with loaner furniture, we should have be allowed to keep this until the final replacement Continually moving furniture in and out is an inconvenience to up.]
Regards,
*** ***
Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
The response submitted by *** *** on behalf of Powell's furniture does not provide any status as to the whereabouts of the furniture I ordered. While I respect *** *** and the professionalism he exercised while dealing with me, the response on behalf of Powell's furniture, to my complaint has two gross distortions of the truth.
The most significant being that I refused to accept the order. When I arrived at the warehouse to pickup my 2x chairs, 2x ottomans, and fabric, there were no charis. In their place I was presented with two loveseats in the same material. When I brought this to their attention, I was told they needed to contact the store. I would happily accept the loveseats instead of the chairs as they are valued at almost twice the cost of the chairs I purchased. Instead had to leave the factory empty- handed as I was not allowed to take delivery of the loveseats (unless I paid for the difference I assumed, this was inferred by the manager on duty ***, who afterwards was to busy to speak to me again)
Secondly, I never demanded the sofas for free and the chairs from *** ***. He accused me of wanting the sofas for free, which I did not respond to. The only conversation I had in reference to the sofas was had with *** ***, when I informed him that I did not want to wait another weeks for furniture ordered on November 12, 2013, and that I would be interested in the loveseats instead. He again offered me the loveseats at a discount of roughly $per loveseat, but this was still significantly more than I paid for the chairs, meaning I would have had to pay even more money (we call this a "bait and switch" where I'm from)
Finally, I did demand my money back from *** ***. However, this was after he threatened to cancel the ordering of my chairs, while still forcing me to accept the ottomans and fabric. As *** *** mentioned, this was custom ordered furniture, and two ottomans and fabric are not useful without the chairs they were ordered for. The ottomans and fabric represent more than 1/of the cost of the order that I would be stuck with
Options I will accept at this time:
1. Delivery of the loveseatsottomans, and fabric that I saw at the warehouse provided that they are in "New, or like New" condition (I will make this determination). A personal apology from *** *** for rude and insulting behavior on the phone. Additionally, any threats of legal must be dropped. I stand by my comments, and will defend my position vigorously. I know multiple people familiar with the party held at *** * ***, and based on their comments, the screaming, and the incoherent phrases I was subjected to, believe I have every basis to attribute his behavior that day to consuming alcohol
or
2. Delivery of the chairs, ottomans, and fabric that I ordered with weekly updates as to their status, unsolicited (meaning they call me, I shouldn't have to wait to hear from them anymore). A personal apology from *** *** for rude and insulting behavior on
the phone. Additionally, any threats of legal must be dropped. I stand by my comments, any legal action will be defended vigorously
or
3. A full refund of ALL items purchased, I will not accept a partial delivery of matching custom furniture ordered together
Since I filed the complaint, I have not heard once from Powell's furniture, and I do not know the state of my order. They have over $dollars of my money, and I don't know if they've even ordered my furniture. *** *** warned me not to come back to his store, and I am no longer comfortable initiating contact with Powell's furniture. I would like someone to call or e-mail me with the status of my order
Regards,
*** ***
Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.Powells employees keep repeating the same thing over and over and it's falseI am NOT complaining because these tables do not match my tv stand...I AM complaining that these tables do not represent the picture shown online by the model number and manufacturer that was referenced to order themIn one of my many conversations with different representatives from their company they also looked it up and agreed the picture made the items appear almost black and they can't help it if the manufacturer changed their stainsIf I didn't get what I ordered then any company with even a minimal amount of customer service would try to solve the problemThis company however has no customer service and is dishonest when claiming they never suggested I refinish the furniture.
Regards,
*** ***
I recently went into the Fredericksburg store, where I live, in search of new a dining room setI was very satisfied with the customer service that I receivedI was helped by MsJacque B***, who was very pleasant and knowledgeableShe answered the many questions that I had regarding the furnitureI have lived in Fredericksburg since and purchased most of the furniture in my home over the years from Powell's In fact, as I look around my house today, I can honestly say that 97% of my homes furniture came from Powell's FurnitureI have shopped around but always come back to Powell'sThanks for quality furniture and good customer service
">In Reference to the complaint ID# *** by *** *** *** regarding his original Saleon May 21, 2013. Our records indicate that his original problem with his recliner closing mechanism was logged August 27, which was several months after the June 14, delivery. A service call was then set for September 11, 2013. At that time parts were ordered and then not received until November 6, 2013, at which time a service apptwas set up for Dec.21, 2013 When our service tech went out on Dec21, *** *** had also mentioned other problems that the tech looked at in addition to installing the parts on the mechanism.
These parts for the newly mentioned problems were ordered on December 26, 2013. And *** *** was told then that we would notify the *** as soon as the parts were received. Not realizing that the customer had just lodged his complaint with Revdex.com on Feb2, 2014, the parts were received by *** on Feb 3, and *** *** was called and scheduled for service on Feb21,
We apologize to the *** for the delays associated with the time it takes to get parts for the repairs. We feel we did notify the customer when parts were received, but the customer feels that we should have called more often to state that the parts weren’t in yet
We sincerely hope that the customer will be satisfied with their service call on Feb21, 2014 and that this case can be deemed resolved
Sincerely,
*** ***
*** ***
*** *** ***
We have
received the complaint filed with the Revdex.com concerning a purchase made by our
customer *** *** and after researching the issue our findings are as
follows: We are sorry that Mrs*** feels unsatisfied with her purchase and feels that
we have not provided good
service.Please be
advised that after Mrs*** made her purchase she felt compelled to comment
on social media that she was not happy with her salesperson due to the fact
that during the transaction he did not shake her hand. Once delivery
was made to Mrs*** she complained that the tailoring on her furniture was
not to her liking. Powell’s Customer
Service department sent a technician to Mrs*** home to inspect the
merchandise and his findings were within factory specifications Mrs*** again expressed that the tailoring
was unacceptable and at this time Powell’s offered to exchange Mrs***
furniture. An even exchange was
scheduled and upon delivery Mrs*** refused the new furniture as well citing
tailoring issues. Powell’s Management
asked that Mrs*** come into the store to look at our floor sample. The sofa that is shown on our floor is the
EXACT sofa that Mrs*** saw when she made her original purchaseMrs***
deemed it to have unacceptable tailoring as well. In addition
to exchanging merchandise we have offered to allow Mrs*** to re-select to
something different from over other living room groups shown on our
floor. Mrs*** has advised that she
does not find anything acceptable.We have
since offered to exchange the merchandise again, however the new merchandise is
not available until August. In order for
the manufacturer to agree to an additional exchange we are required to pick up
the merchandise from Mrs*** home and return it back to the factory. We have offered Mrs*** loaner furniture
to accommodate her needs until the newly manufactured furniture arrives in
August. Mrs*** initially agreed and
then called back to advise that this was an unacceptable solution. It is our
opinion that Mrs*** is a customer who is experiencing buyer’s remorse and
is doing everything in her power to get her money back. In Mrs*** complaint she states that she
has read and signed the Terms and Conditions of Sale. Mrs*** has spoken to every member of our
Management team as well as MrPowell and has been given the same answers every
time as per our policy.Sincerely,*** ***
Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
They offered nothing, just reiterated their original refusal to address the problem
PLease record this issue as unresolved and Powell's reply as unsatisfactory
*** ***
If you wanted to be treated with respect stay away from Powell's furniture We were very unhappy with our purchase and were told to get a better attitude Shame on them for treating their customers this way
">In response to the above referenced customer *** *** case #***, we have been in contact with the customer and set up a delivery date of Feb22, 2014. Her merchandise is due to be received into our warehouse Feb 21, 2014.
In attempting to identify who at Powell’s actually spoke to *** ***, is not really clear. We believe the information she was given “that all items are in stock” possibly referred to the terminology used to describe merchandise at the factory, available to make and ship upon order
Corinthian furniture usually takes 4-weeks upon the order received by the factory. We wish the nature of the order process was more forgiving within a time frame for the customer
We believe the customer is satisfied that her delivery is now scheduled, and apologize for any worry and inconvenience she experienced
Sincerely,
*** ***
*** ***
*** *** ***
Powell's Furniture would like to begin by acknowledging ** *** dissatisfaction with our service, and the mistake we made with his order that triggered these issues
** *** order of two chairs, two ottomans, and several yards of fabric were to be picked up by ** *** at our
warehouse on January 16, These were the exact items which were listed on a sales contract signed by ** *** on November 11, However, at the time he attempted to pick up the merchandise, ** *** insisted that these were not what he had orderedIn an attempt to satisfy our customer, we agreed to reorder the chairs he said he had orderedPowell's Furniture agreed to do this with no extra charge, no delivery fees, and an expedited order of customized chairs he requested at no extra costAlso, I called on Friday, the 17th, and spoke to *** *** and apologized, offered a $gift card as a gesture of goodwill, and to deliver at no cost to them.
Dissatisfied with the response, ** *** called into the storeHis complaint that a manager would not take his call because he was "too busy" was a result of the current manager helping a customer who was currently inside the store** *** drove to the store that Saturday, January 18, 2014, and spoke to the manager on dutyAs General Manager, I offered my sincere apologies, offered to do anything I could to get ** *** the correct chairs as quickly as possible, and at no extra cost to him, and I again offered a $restaurant gift cardAgain dissatisfied, ** *** insisted on speaking to the owner, *** ***, before the end of the dayHe was told that ** *** had just left for the day to go to a family gathering
In spite of the fact that ** *** was not currently int he store because it was his day off, he called ** *** from his grandchild's birthday party at 2:that afternoonIn this conversation, ** *** first asked to keep the initial chairs at no cost, then insisted that Powell's Furniture give them to him at cost, then demanded his money backAs these items had been special ordered with matching fabrics, ** *** was unable to fulfill these requests** *** then accused ** *** of screaming and being "obviously drunk"At no time did ** *** mention alcohol, nor was there any basis for this accusation** *** has sought legal counsel in reference to ** *** slanderous allegations- which ** *** has posted on several social media sites
Powell's Furniture feels they have gone above and beyond their obligations to satisfy this customer, and cannot offer anything more at this timeWe apologize for any mistakes made, but feel that he has been accommodated in every aspect possible
Sincerely,
*** ***
General Manager, Powell's Furniture
October 8,
2015RE: Revdex.com Case
# ***To Whom It
May Concern: We have received the complaint filed with the Revdex.com concerning a purchase made by
our customer Joyce *** and after researching the issue our findings are as
follows: We are sorry that Ms*** feels
unsatisfied with her purchase and feels that
we have not provided good service. In
regards to the statement, “I feel that if I had been a male or with a male, I
would not have been required to make such a large down payment and would have
received satisfaction on the chest”, our company prefers that for merchandise
that must be special ordered to have a 25-30% down payment. This policy is in effect on ALL orders
regardless of gender, race, or ethnicity of the buyer. At the time that we place the purchase order
with the factory we are required to pay invoices within days of shipment to
our warehouse. If Ms*** were unable
to meet the down payment requirement we would certainly have worked with her to
find a solution more amenable for her needs if necessary. Upon
delivery on 3/20/Ms*** voiced a concern about the alignment of the
drawers in the chest. Powell’s scheduled
a service tech to inspect the chest and upon inspection our technician
requested new drawer tracks. The drawer
tracks were ordered and received and our technician returned to Ms*** home
to complete the repair service. As of
5/24/the service was completed by or technician and the file closed.On 7/3/
Ms*** called our Customer Service Department to request service on the
chest again. Our technician inspected
the chest and ordered an additional set of drawer tracks to correct the
alignment of another drawer. The tracks
were received and service completed on 9/5/14.On
11/21/Ms*** called Customer Service about the chest drawer alignment
again. At this time our Customer Service
department requested a replacement chest, rather than try to order parts and
repair the issue. The manufacturer
approved the replacement chest and it was ordered. Ms*** refused not replacement chest,
but different chests saying that neither one was acceptable. The replacement chests were ordered at an
expense to Powell’s Furniture as Ms*** decided to keep the original chest
that she was delivered. Powell’s cannot
return the new chests and had to absorb the costs of both chests.In
conclusion, we feel that we have done everything in our power to satisfy the
issue with the chest. Ms*** never
requested a monetary adjustment to keep the chest as-is. Ms*** states that the purchase price was
$4000, when in fact the total sale including tax 2,719.80. We would be happy to issue Ms*** a $
Powell’s Furniture gift card for her inconvenience. It is in our best interest to serve all our
customers with the utmost respect and kindness.Sincerely,*** ***General
ManagerPowell's
Furniture
Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
The complaint is about the time and effort needed to have someone at Powell's communicate with anyone that buys from them. Notice how convenient it was for my parts to show up the day after this compliant. Also notice the month and a half it took for the tech to come after the original parts arrived, that was because I had to call them and ask if the parts came in for the service. The customer service after the purchase is the complaint. If you read the other complaints that I have noticed since I filed this, they all say the same thing"We had to call them", "the part just happened to arrive at the right time".
I was very happy with the sales side of Powell"s Furniture. But the Customer Service needs some attention! Am I happy with the response...NO
Regards,
*** ***
We have received the complaint filed with the Revdex.com concerning a purchase made by
our customer *** *** and after researching the issue our findings are as
follows: We are sorry that Mr*** feels that he was “treated shabbily” concerning the
purchase of his *** ***
chairs. Mr
*** order was placed with *** *** on time, unfortunately the items
were not in stock at the manufacturer at the time of purchase. Powell’s called the manufacturer for updated
status information on a regular basis and that information was passed on to Mr
*** with every update. Per the terms
and conditions of sale that Mr*** signed at the time of sale, Powell’s is
not responsible for delays beyond our control.
In addition, the terms and conditions state that “Actual availability
will not invalidate this order”. Mr*** sent an inquiry to our website on Tuesday November 29, requesting an
update. Both our General Manager and our
Sales Manager have spoken to Mr*** concerning his order and offered our apologies
for the delay from the manufacturer. Mr
*** was given the options of keeping the chairs on order until they arrive, or
a refund. As of November 29, Mr*** had been granted a full refund with our apologies. Per the complaint, it sounds as if Mr*** still wishes to purchase the chairs.
Powell’s welcomes Mr*** back into the store to repurchase the chairs
as they are still on order. Because of
this order we have decided to drop Leather Italia from our vendor list
[A default letter is provided here which indicates your acceptance of the business's offer. If you wish, you may update it before sending it.]
Revdex.com:
I have not received a phone call from *** *** nor have a I received any correspondence from them regarding a credit. I would be glad to talk to *** *** at any time. My phone number is ***
I have reviewed the offer made by the business in reference to complaint ID***, and find that this resolution would be satisfactory to meI will wait for the business to perform this action and, if it does, will consider this complaint resolvedIf the company does not perform as promised I can get back to you at: ***
Regards,
*** ***
We have
received the complaint filed with the Revdex.com concerning a purchase made by our
customer *** *** and after researching the issue our findings are as
follows: We are sorry that Ms*** feels unsatisfied with her purchase and feels that
we have not provided good
service. Ms
*** made a purchase from another retailer and then several months later
proceeded to contact our store in order to purchase a pair of end tables to
accompany her existing furniture. Ms
*** provided the model numbers for the product she was interested in
purchasing. The entire sale was handled
over the phone and internet, Ms*** did not come to our store and view the
tables in person prior to purchase. The
tables that were purchased were correct and not an item that we usually
stock. Due to the fact that MsMorgan
purchased items prior from another retailer at a different time we cannot
guarantee a finish match. If MsMorgan
purchased all of the items in question from Powell’s we could have guaranteed a
finish match. Powell’s cannot be held
responsible for situations out of our control. In regards
to Powell’s having conversation with the manufacturer, we were told by a
factory representative that they cannot guarantee an exact finish match on
items that were not purchased at the same time.
Ms*** received the items that she specified to be ordered from
Powell’s in good condition. At no time
did I advise Ms*** to “re-finish” her tables.The first
line of the terms and conditions of the contract of sale states that “All sales
are non-cancellable from date of sale and this includes stock merchandise,
special orders, and lay-a-ways.
Therefore, any and all deposits will not be refunded. If necessary buyers are allowed to re-select
within hours of invoice date for an equal or higher amount.”.Again, we
are truly sorry for the inconvenience.Sincerely,*** ***
Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
[Provide details of why you are not satisfied with this resolution.]
Regards,
*** ***
In reference to above mentioned complaint case #*** customer***, the customer came to Powell’s on the morning of May
14th as stated in the customer’s statement, and was refunded the amount agreed upon per the *** *** *** and MrBlasko’s conversation on the 13th
The agreed upon amount ($1579.39) was for canceling the sofa and loveseat and the adjustment down for*** Warranty coverage for those pieces.
When the customer agreed to the settlement for this matter, he was told that the request of the cancel or return of the recliner was denied by the owner. Earlier attempts to satisfy the customer with loaner merchandise or other offers were not accepted
The delays that were stated to the customer, several times over the course of their order, by the vendor were indeed factual. This particular purchase order/shipment was indeed on order with *** in mid February. The resulting delays (at least times) are NOT within the reasonable 8-week time frame we would like. But this particular Vendor repeatedly issued these delays with which we must deal as the retailer. #of Powell’s Furniture Guarantee states:
“10.) A reasonable time limit of 8-weeks has been established as the industry standard for factory orders. Powell’s strives to do business with vendors who can deliver within this time frame. However, seller cannot be responsible for delays or defaults in delivery caused by acts of God, fires, labor and transportation difficulties, strikes, or any other causes beyond control of the seller. Actual availability will not invalidate this order.”
At the time of the sale on Feb23, 2014, the customer signed our copy stating they read and understood the terms of the sale, including the above #of points of our Guarantee
We do apologize for their inconvenience, but Powell’s Furniture has honored our commitment to this customer and fulfilled our part of the contract as agreed upon
Sincerely,
*** ** ***
*** ***
*** *** ***
We have
received the complaint filed with the Revdex.com concerning a purchase made by our
customer *** *** and after researching the issue our findings are as
follows: At time of sale a customer is asked to sign a copy of Powell's Furniture's
Terms of Sale, a copy is also included with
the receipt. Powell's Terms
of Sale Item #clearly states the following: "A reasonable time limit of 8-weeks has been established as the
industry standard for factory order.
Powell’s strives to do business with vendors who can deliver within this
time frame. However seller cannot be
responsible for delays or defaults in delivery caused by acts of God, fires,
labor and transportation difficulties, strikes, or any other causes beyond
control of the seller. Actual availability
will not invalidate this order." The merchandise that Ms*** chose for her purchase is currently subject to a
fabric delay with the manufacturer and is on backorder. Upon discovery of the delayed time frame, Ms
*** was given the option to re-select her choice of furniture in order to
expedite her delivery. As stated by Ms
***, she was unable to choose an alternate selection from our website to suit
her tastes. At this time
Powell’s is willing to refund Ms*** the full dollar amount that was paid
toward her purchase, that amount being $2,202.74. Powell’s will not provide a refund for any
interest or lost wages incurred during this transaction. Ms*** refund check was processed on
5/15/15.It is
unfortunate that this transaction ended in this manner, however we wish Ms
*** the best in finding furniture for her home
Dear***,
"">
So sorry this has taken longer than we would have liked. In regard to customer *** *** with above case number, *** *** has tried, unsuccessfully I’m afraid, to contact *** ***. As of today he has not been able to reach her to tell her that *** Furniture will be refunding to her credit card account the full amount ( ***) of her sale from April 26,
We are hoping that she will respond to *** *** call, and that we can close the dispute as the customer has requested
Thanks for your help,
*** ***
*** ***
*** *** ***
[A default letter is provided here which indicates your acceptance of the business's offer. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID ***, and find that
this resolution would be satisfactory to meI will wait for the business to perform this action and, if it does, will consider this complaint resolvedIf the company does not perform as promised I can get back to you at: ***Regards,
*** ***
the customer called our office and stated that the business reached out to her directly and resolved the complaint by delivering the furniture
Revdex.com:[I have reviewed the offer and/or response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.I don't accept Powell's offer because they provided an inferior/defective product When they sent out an exchange, the exchange had the same defect We purchased the set because it had the look and feel we were looking for We didn't expect to receive a product of poor quality Unlike Powell indicated in their response, we're not suffering from "buyer's remorse." When making a purchase, I expect that purchase to be of good quality and not have problems with it as soon as we get it We've purchased furniture from them in the past and had no issues with it As a matter of fact, it was purchased in September and it's the one we're replacing now That was a positive experience resulting in our decision to purchase again from themThe problem with replacing this one with another is I don't want to be stuck if within a few months we experience the same problem again They've already tried to replace it with the same results I feel as if it's a "customer beware" situation We selected what we wanted when we bought the furniture and we didn't see anything else to our liking when we made the original purchase or when we returned to select something differentI've *** photographs of the furniture and a copy of the comments written by their service representative when he came out the Monday after the furniture was delivered Also notice the intention on the seat cushionAs a customer, Powell's should have tried to make sure our needs were being met They expected us to go without furniture for months Yes, once I realized it would be months before they could replace it I was unwilling to go without furniture for that length of time What we have is already defective Instead of picking this up and replacing it with loaner furniture, we should have be allowed to keep this until the final replacement Continually moving furniture in and out is an inconvenience to up.]
Regards,
*** ***
Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
The response submitted by *** *** on behalf of Powell's furniture does not provide any status as to the whereabouts of the furniture I ordered. While I respect *** *** and the professionalism he exercised while dealing with me, the response on behalf of Powell's furniture, to my complaint has two gross distortions of the truth.
The most significant being that I refused to accept the order. When I arrived at the warehouse to pickup my 2x chairs, 2x ottomans, and fabric, there were no charis. In their place I was presented with two loveseats in the same material. When I brought this to their attention, I was told they needed to contact the store. I would happily accept the loveseats instead of the chairs as they are valued at almost twice the cost of the chairs I purchased. Instead had to leave the factory empty- handed as I was not allowed to take delivery of the loveseats (unless I paid for the difference I assumed, this was inferred by the manager on duty ***, who afterwards was to busy to speak to me again)
Secondly, I never demanded the sofas for free and the chairs from *** ***. He accused me of wanting the sofas for free, which I did not respond to. The only conversation I had in reference to the sofas was had with *** ***, when I informed him that I did not want to wait another weeks for furniture ordered on November 12, 2013, and that I would be interested in the loveseats instead. He again offered me the loveseats at a discount of roughly $per loveseat, but this was still significantly more than I paid for the chairs, meaning I would have had to pay even more money (we call this a "bait and switch" where I'm from)
Finally, I did demand my money back from *** ***. However, this was after he threatened to cancel the ordering of my chairs, while still forcing me to accept the ottomans and fabric. As *** *** mentioned, this was custom ordered furniture, and two ottomans and fabric are not useful without the chairs they were ordered for. The ottomans and fabric represent more than 1/of the cost of the order that I would be stuck with
Options I will accept at this time:
1. Delivery of the loveseatsottomans, and fabric that I saw at the warehouse provided that they are in "New, or like New" condition (I will make this determination). A personal apology from *** *** for rude and insulting behavior on the phone. Additionally, any threats of legal must be dropped. I stand by my comments, and will defend my position vigorously. I know multiple people familiar with the party held at *** * ***, and based on their comments, the screaming, and the incoherent phrases I was subjected to, believe I have every basis to attribute his behavior that day to consuming alcohol
or
2. Delivery of the chairs, ottomans, and fabric that I ordered with weekly updates as to their status, unsolicited (meaning they call me, I shouldn't have to wait to hear from them anymore). A personal apology from *** *** for rude and insulting behavior on
the phone. Additionally, any threats of legal must be dropped. I stand by my comments, any legal action will be defended vigorously
or
3. A full refund of ALL items purchased, I will not accept a partial delivery of matching custom furniture ordered together
Since I filed the complaint, I have not heard once from Powell's furniture, and I do not know the state of my order. They have over $dollars of my money, and I don't know if they've even ordered my furniture. *** *** warned me not to come back to his store, and I am no longer comfortable initiating contact with Powell's furniture. I would like someone to call or e-mail me with the status of my order
Regards,
*** ***
Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.Powells employees keep repeating the same thing over and over and it's falseI am NOT complaining because these tables do not match my tv stand...I AM complaining that these tables do not represent the picture shown online by the model number and manufacturer that was referenced to order themIn one of my many conversations with different representatives from their company they also looked it up and agreed the picture made the items appear almost black and they can't help it if the manufacturer changed their stainsIf I didn't get what I ordered then any company with even a minimal amount of customer service would try to solve the problemThis company however has no customer service and is dishonest when claiming they never suggested I refinish the furniture.
Regards,
*** ***
I recently went into the Fredericksburg store, where I live, in search of new a dining room setI was very satisfied with the customer service that I receivedI was helped by MsJacque B***, who was very pleasant and knowledgeableShe answered the many questions that I had regarding the furnitureI have lived in Fredericksburg since and purchased most of the furniture in my home over the years from Powell's In fact, as I look around my house today, I can honestly say that 97% of my homes furniture came from Powell's FurnitureI have shopped around but always come back to Powell'sThanks for quality furniture and good customer service
">In Reference to the complaint ID# *** by *** *** *** regarding his original Saleon May 21, 2013. Our records indicate that his original problem with his recliner closing mechanism was logged August 27, which was several months after the June 14, delivery. A service call was then set for September 11, 2013. At that time parts were ordered and then not received until November 6, 2013, at which time a service apptwas set up for Dec.21, 2013 When our service tech went out on Dec21, *** *** had also mentioned other problems that the tech looked at in addition to installing the parts on the mechanism.
These parts for the newly mentioned problems were ordered on December 26, 2013. And *** *** was told then that we would notify the *** as soon as the parts were received. Not realizing that the customer had just lodged his complaint with Revdex.com on Feb2, 2014, the parts were received by *** on Feb 3, and *** *** was called and scheduled for service on Feb21,
We apologize to the *** for the delays associated with the time it takes to get parts for the repairs. We feel we did notify the customer when parts were received, but the customer feels that we should have called more often to state that the parts weren’t in yet
We sincerely hope that the customer will be satisfied with their service call on Feb21, 2014 and that this case can be deemed resolved
Sincerely,
*** ***
*** ***
*** *** ***
We have
received the complaint filed with the Revdex.com concerning a purchase made by our
customer *** *** and after researching the issue our findings are as
follows: We are sorry that Mrs*** feels unsatisfied with her purchase and feels that
we have not provided good
service.Please be
advised that after Mrs*** made her purchase she felt compelled to comment
on social media that she was not happy with her salesperson due to the fact
that during the transaction he did not shake her hand. Once delivery
was made to Mrs*** she complained that the tailoring on her furniture was
not to her liking. Powell’s Customer
Service department sent a technician to Mrs*** home to inspect the
merchandise and his findings were within factory specifications Mrs*** again expressed that the tailoring
was unacceptable and at this time Powell’s offered to exchange Mrs***
furniture. An even exchange was
scheduled and upon delivery Mrs*** refused the new furniture as well citing
tailoring issues. Powell’s Management
asked that Mrs*** come into the store to look at our floor sample. The sofa that is shown on our floor is the
EXACT sofa that Mrs*** saw when she made her original purchaseMrs***
deemed it to have unacceptable tailoring as well. In addition
to exchanging merchandise we have offered to allow Mrs*** to re-select to
something different from over other living room groups shown on our
floor. Mrs*** has advised that she
does not find anything acceptable.We have
since offered to exchange the merchandise again, however the new merchandise is
not available until August. In order for
the manufacturer to agree to an additional exchange we are required to pick up
the merchandise from Mrs*** home and return it back to the factory. We have offered Mrs*** loaner furniture
to accommodate her needs until the newly manufactured furniture arrives in
August. Mrs*** initially agreed and
then called back to advise that this was an unacceptable solution. It is our
opinion that Mrs*** is a customer who is experiencing buyer’s remorse and
is doing everything in her power to get her money back. In Mrs*** complaint she states that she
has read and signed the Terms and Conditions of Sale. Mrs*** has spoken to every member of our
Management team as well as MrPowell and has been given the same answers every
time as per our policy.Sincerely,*** ***
Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
They offered nothing, just reiterated their original refusal to address the problem
PLease record this issue as unresolved and Powell's reply as unsatisfactory
*** ***
If you wanted to be treated with respect stay away from Powell's furniture We were very unhappy with our purchase and were told to get a better attitude Shame on them for treating their customers this way