Powell's Furniture, Inc.

[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 [redacted] nor have a I received any correspondence from them regarding a credit.  I would be glad to talk to [redacted] at any time.  My phone number is [redacted].
I have reviewed the offer made by the business in reference to complaint ID[redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: [redacted]
Regards,
[redacted]

We have
received the complaint filed with the Revdex.com concerning a purchase made by our
customer [redacted] and after researching the issue our findings are as
follows: We are sorry that Mrs. [redacted] feels unsatisfied with her purchase and feels that
we have not provided good...

service.Please be
advised that after Mrs. [redacted] 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. [redacted] she complained that the tailoring on her furniture was
not to her liking.  Powell’s Customer
Service department sent a technician to Mrs. [redacted] home to inspect the
merchandise and his findings were within factory specifications.  Mrs. [redacted] again expressed that the tailoring
was unacceptable and at this time Powell’s offered to exchange Mrs. [redacted]
furniture.  An even exchange was
scheduled and upon delivery Mrs. [redacted] refused the new furniture as well citing
tailoring issues.  Powell’s Management
asked that Mrs. [redacted] come into the store to look at our floor sample.  The sofa that is shown on our floor is the
EXACT sofa that Mrs. [redacted] saw when she made her original purchase. Mrs. [redacted]
deemed it to have unacceptable tailoring as well.  In addition
to exchanging merchandise we have offered to allow Mrs. [redacted] to re-select to
something different from over 80 other living room groups shown on our
floor.  Mrs. [redacted] 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. [redacted] home and return it back to the factory.  We have offered Mrs. [redacted] loaner furniture
to accommodate her needs until the newly manufactured furniture arrives in
August.  Mrs. [redacted] initially agreed and
then called back to advise that this was an unacceptable solution.  It is our
opinion that Mrs. [redacted] is a customer who is experiencing buyer’s remorse and
is doing everything in her power to get her money back.  In Mrs. [redacted] complaint she states that she
has read and signed the Terms and Conditions of Sale.  Mrs. [redacted] has spoken to every member of our
Management team as well as Mr. Powell and has been given the same answers every
time as per our policy.Sincerely,[redacted]

Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID[redacted], 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,
[redacted]

Revdex.com:[I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted], 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 2001 and it's the one we're replacing now.  That was a positive experience resulting in our decision to purchase again from them.
The 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 different.
I've [redacted] 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 cushion.
As 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,
[redacted]

Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID [redacted], 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
[redacted]

In reference to above mentioned complaint case #[redacted] customer[redacted], 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 [redacted] and Mr. Blasko’s conversation on the 13th.
 
The agreed upon amount ($1579.39) was for canceling the sofa and loveseat and the adjustment down for[redacted] 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 [redacted] in mid February.  The resulting delays (at least 3 times) are NOT within the reasonable 8-10 week time frame we would like.  But this particular Vendor repeatedly issued these delays with which we must deal as the retailer.  #10 of Powell’s Furniture Guarantee states:
 
“10.)  A reasonable time limit of 8-10 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 Feb. 23, 2014, the customer signed our copy stating they read and understood the terms of the sale, including the above #10 of 17 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,
 
[redacted]
[redacted]
[redacted]

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.

[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 [redacted], and find that...

this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: [redacted]Regards,
[redacted]
the customer called our office and stated that the business reached out to her directly and resolved the complaint by delivering the furniture.

font-size: 10pt;">In Reference to the complaint ID# [redacted] by [redacted] regarding his original Saleon May 21, 2013.  Our records indicate that his original problem with his recliner closing mechanism was logged August 27, 2013 which was several months after the June 14, 2013 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 appt. was set up for Dec.21, 2013  When our service tech went out on Dec. 21, [redacted] 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 [redacted] was told then that we would notify the [redacted] as soon as the parts were received.  Not realizing that the customer had just lodged his complaint with Revdex.com on Feb. 2, 2014, the parts were received by [redacted] on Feb 3, 2014 and [redacted] was called and scheduled for service on Feb. 21, 2014.
 
We apologize to the [redacted] 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 Feb. 21, 2014 and that this case can be deemed resolved.
 
 
Sincerely,
 
 
[redacted]
[redacted]
[redacted]

I recently went into the Fredericksburg store, where I live, in search of new a dining room set. I was very satisfied with the customer service that I received. I was helped by Ms. Jacque B[redacted], who was very pleasant and knowledgeable. She answered the many questions that I had regarding the furniture. I have lived in Fredericksburg since 1979 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 Furniture. I have shopped around but always come back to Powell's. Thanks for quality furniture and good customer service.

We have received the complaint filed with the Revdex.com concerning a purchase made by
our customer [redacted] and after researching the issue our findings are as
follows: We are sorry that Mr. [redacted] feels that he was “treated shabbily” concerning the
purchase of his [redacted]...

chairs.  Mr.
[redacted] order was placed with [redacted] 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.
[redacted] with every update.  Per the terms
and conditions of sale that Mr. [redacted] 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. [redacted] 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. [redacted] concerning his order and offered our apologies
for the delay from the manufacturer.  Mr.
[redacted] was given the options of keeping the chairs on order until they arrive, or
a refund.  As of November 29, Mr. [redacted] had been granted a full refund with our apologies.  Per the complaint, it sounds as if Mr. [redacted] still wishes to purchase the chairs. 
Powell’s welcomes Mr. [redacted] 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.

Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted], 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 false. I 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 them. In 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 stains. If I didn't get what I ordered then any company with even a minimal amount of customer service would try to solve the problem. This company however has no customer service and is dishonest when claiming they never suggested I refinish the furniture. 
Regards,
[redacted]

Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID [redacted], 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,
[redacted]

Review: Ordered tables based on manufacture stock photo color. Tables came with different coloring than shown. Powells would only say sorry you signed a contract and there are no refunds or exchanges and even told me to refinish the table. (General manager) they could've argued with the manufacturer that they are misrepresenting the color online but instead they would rather refuse to help a customer in any way.Desired Settlement: Refund

Business

Response:

We have

received the complaint filed with the Revdex.com concerning a purchase made by our

customer [redacted] and after researching the issue our findings are as

follows: We are sorry that Ms. [redacted] feels unsatisfied with her purchase and feels that

we have not provided good service. Ms.

[redacted] 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.

[redacted] provided the model numbers for the product she was interested in

purchasing. The entire sale was handled

over the phone and internet, Ms. [redacted] 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 Ms. Morgan

purchased items prior from another retailer at a different time we cannot

guarantee a finish match. If Ms. Morgan

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. [redacted] received the items that she specified to be ordered from

Powell’s in good condition. At no time

did I advise Ms. [redacted] 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 24 hours of invoice date for an equal or higher amount.”.Again, we

are truly sorry for the inconvenience.Sincerely,[redacted]

Consumer

Response:

I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted], 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 false. I 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 them. In 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 stains. If I didn't get what I ordered then any company with even a minimal amount of customer service would try to solve the problem. This company however has no customer service and is dishonest when claiming they never suggested I refinish the furniture.

Regards,

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.

Review: My husband and I purchased a sofa, loveseat and recliner on Feb. 23rd that was out of stock at the time. At the date of purchase we were told that the product was on order and would be in at the end of March or beginning of April. When we originally purchased the product, [redacted], our sales representative, told us that if we decided we did not want to wait for the product we could exchange it for a different set. However, the recliner was in stock and as we had also ordered a bed/mattress they sent the recliner with the bed/mattress and we were waiting on the sofa and loveseat. In mid April we called to check on the status of our order and were told that it would not be in until the beginning of May. We called in the beginning of May and were told that the product would not be to port until June and we would not see it until mid July. At that time we asked to speak to our sales representative, [redacted], and were told that a message would be left for him. When we did not hear from him after two days we went into the store on May 9th to speak to him about our order and what we could do. [redacted] first stated that he had not received our message to call us. He then stated that he had not received notice that our set had been delayed. He then stated that they may have a sofa in the warehouse that we could take or they could give us rental furniture until our order came in. He stated that he would look into it as he needed to ensure that the sofas had not been promised to anyone else. He then stated that he would call us by Monday, May 12 and let us know. On Tuesday, after not having heard from [redacted] we called him on his cell phone, as he was not working that day, and asked him why he did not call us. He stated that his [redacted] was supposed to have called us first thing Tuesday morning. He then stated that the sofas were not available and that we could either take loaner furniture or cancel our order for a full refund and they would send someone to pick up the chair. We told him we would discuss it and let him know what we wanted to do. Tuesday evening we called him back and let him know that we decided to cancel the order for a full refund. He than stated that it was not up to him to allow us to do that and we would have to go through the [redacted]. We then went in to the store at 5pm on Tuesday May 13 to speak to the [redacted]. The [redacted], [redacted], stated that he had been looking into our order all day but had not received a message that he was supposed to call us. He stated that on the previous Friday he had told [redacted] that if he wanted to be a manager that he would have to take care of it. We explained to [redacted] that at this point we were so dissatisfied with the service we had been given, all of the different answers as to when the product would arrive, all of the phone calls not returned and all of the lies that were told to us that we had decided to cancel the order. It seemed to us that the blame continued to be passed around from the receptionists answering the phone to [redacted] and then to [redacted] and back again. He stated that he was working with his reception staff to give honest answers to inquiries on delivery status and not to " [redacted] foot" around it. He stated he was prepared to cancel the sofa and loveseat but could not take back the recliner. We told him that that was not what [redacted] had told us. He stated that the recliner was used and he could not return it. I explained that when the recliner was given to us we were supposed to have the rest of the furniture by end of March beginning of April. He stated that he did not know where we were getting that information as he sends all of the orders and it was not supposed to come in until mid May. We stated that at that point we had been told so many lies that we felt that he recliner was his problem to deal with. The recliner was used no more that it would have been sitting in the display room as it was not a complete set so we had not used it. He stated that he was not authorized to take back the recliner but that he would call the owner, [redacted] and ask him even though he knew his answer would be no. He stated that 8-10 weeks of wait time was written as reasonable in the contract. I argued that as we were told late March/early April, 8-10 weeks had already passed. I also stated that it was not reasonable to stick us with a chair that was missing its counterparts. He then stated that we were under contract and he did not have to return any of the items. As we were leaving to await his call with [redacted]'s decision [redacted] state that he was "going to call us in the mid afternoon today anyway." As it was already 5pm when we walked into the store I stated that this was yet another lie. [redacted] called a couple of hours later stating that [redacted] would not return the chair. I told him that my husband would be in shortly after opening the following morning to cancel the order for the sofa and the love seat. He stated that he would be there. The next morning when my husband went in he asked for [redacted] and was told he had called to say he would not be coming in that day. An email was submitted to the receptionist stating what could be refunded.Desired Settlement: We would like to be refunded for the chair plus $59.95 for the warranty as we have not been able to find furniture at an equal cost to match it. We would also like this information to get to the [redacted], [redacted] as we doubt that he was ever contacted and would like him to hear of the terrible service we were given. [redacted] has a good reputation in the Fredericksburg community and would no doubt like to know of the declining customer service occurring at his business. In sharing our experience with friends we have received feedback that the service there is terrible and the sales people will tell you anything you want to hear to make the sale.

Business

Response:

In reference to above mentioned complaint case #[redacted] customer[redacted], 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 [redacted] and Mr. Blasko’s conversation on the 13th.

The agreed upon amount ($1579.39) was for canceling the sofa and loveseat and the adjustment down for[redacted] 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 [redacted] in mid February. The resulting delays (at least 3 times) are NOT within the reasonable 8-10 week time frame we would like. But this particular Vendor repeatedly issued these delays with which we must deal as the retailer. #10 of Powell’s Furniture Guarantee states:

“10.) A reasonable time limit of 8-10 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 Feb. 23, 2014, the customer signed our copy stating they read and understood the terms of the sale, including the above #10 of 17 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,

Consumer

Response:

I have reviewed the offer made by the business in reference to complaint ID[redacted], 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,

Review: I paid in FULL for a couch , love seat , two end tables , a coffee table , and a dining table with four chairs on January 1, 2014. At the time of purchase I was told all items are in stock except for the love seat and that I would receive a call on Monday or Tuesday for delivery date. I was told at the most, my items would arrive in two weeks. I never received a call so I called the company the following week asking about delivery. I was told they did not know and that I would receive a call In a week. One week later I never received a call, so again I called the business. This time I was told none of my items were in stock and that they would call me in two weeks. Two weeks later I received a call saying that only some of my items would arrive in three weeks but they had no clue when the rest of my items would arrive. That would put me only possibly getting only half my order TWO months after paying in full and still having no idea when I'll receive the rest of my furniture.Desired Settlement: I want ALL items I purchased within the next two weeks or I want a FULL refund of my money.

Business

Response:

In response to the above referenced customer [redacted] case #[redacted], we have been in contact with the customer and set up a delivery date of Feb. 22, 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 [redacted], 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 4-8 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,

[redacted]

Review: [redacted] yelled at me for expecting Powell's furniture to do anything when they messed up my order. On November 11th 2013, I ordered two chairs and two ottomans for $2586.00. On January 16th 2014, I received something quite different.

I was then TOLD my chairs were re-ordered and it would be another 6-8 weeks. I waited for an hour at the loading dock trying to get the manager [redacted] to talk to me (but he was too busy). I had to drive to the store on Saturday to get anyone to speak to me. The Store Manager [redacted] was there to offer an apology and a $100.00 gift card to a restaurant.

I informed him that was nowhere near appropriate for the inconvenience, and I would rather have my money back if thats the best he could do. I informed him that I would be contacting the Revdex.com (Revdex.com) and lose me as a customer if [redacted] couldn't do better than that.

30 minutes later I get a phone call from an obviously drunk (at 2:30 p.m.) [redacted] asking "What is your problem?", "It's my day off, What is it you're expecting of me?". After again asking for my money back if all he was going to offer was a $100.00 gift card. He starts SCREAMING at me that I was the most ridiculous person he had ever dealt with in his 31 years in the furniture business, then he hung up on me.

I have a recording of my interaction.Desired Settlement: I ordered a matching set of chairs ottoman and a bolt of fabric. I want a refund for the complete order since I have no use for ottomans that match the chairs without the chairs.

Business

Response:

Powell's Furniture would like to begin by acknowledging [redacted] dissatisfaction with our service, and the mistake we made with his order that triggered these issues.

[redacted] order of two chairs, two ottomans, and several yards of fabric were to be picked up by [redacted] at our warehouse on January 16, 2014. These were the exact items which were listed on a sales contract signed by [redacted] on November 11, 2013. However, at the time he attempted to pick up the merchandise, [redacted] insisted that these were not what he had ordered. In an attempt to satisfy our customer, we agreed to reorder the chairs he said he had ordered. Powell'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 cost. Also, I called on Friday, the 17th, and spoke to [redacted] and apologized, offered a $100 gift card as a gesture of goodwill, and to deliver at no cost to them.

Dissatisfied with the response, [redacted] called into the store. His 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. [redacted] drove to the store that Saturday, January 18, 2014, and spoke to the manager on duty. As General Manager, I offered my sincere apologies, offered to do anything I could to get [redacted] the correct chairs as quickly as possible, and at no extra cost to him, and I again offered a $100 restaurant gift card. Again dissatisfied, [redacted] insisted on speaking to the owner, [redacted], before the end of the day. He was told that [redacted] had just left for the day to go to a family gathering.

In spite of the fact that [redacted] was not currently int he store because it was his day off, he called [redacted] from his grandchild's birthday party at 2:30 that afternoon. In this conversation, [redacted] 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 back. As these items had been special ordered with matching fabrics, [redacted] was unable to fulfill these requests. [redacted] then accused [redacted] of screaming and being "obviously drunk". At no time did [redacted] mention alcohol, nor was there any basis for this accusation. [redacted] has sought legal counsel in reference to [redacted] slanderous allegations- which [redacted] 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 time. We apologize for any mistakes made, but feel that he has been accommodated in every aspect possible.

Sincerely,

General Manager, Powell's Furniture

Consumer

Response:

I have reviewed the offer made by the business in reference to complaint ID [redacted], 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 [redacted] on behalf of Powell's furniture does not provide any status as to the whereabouts of the furniture I ordered. While I respect [redacted] 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 [redacted], who afterwards was to busy to speak to me again).

Secondly, I never demanded the sofas for free and the chairs from [redacted]. 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 [redacted], when I informed him that I did not want to wait another 6 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 $300.00 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 [redacted]. However, this was after he threatened to cancel the ordering of my chairs, while still forcing me to accept the ottomans and fabric. As [redacted] 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 1/3 of the cost of the order that I would be stuck with.

Options I will accept at this time:

1. Delivery of the loveseats. ottomans, 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 [redacted] 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 [redacted], 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 [redacted] 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 $2700.00 dollars of my money, and I don't know if they've even ordered my furniture. [redacted] 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,

Review: We ordered furniture July 2 was told would e delivered latest 8/13. We never got a call explaining there was a delay when I called I was told I would get a call back and never did. When I called back three weeks later still no information. Finally was told it would be delivered 9/10. Never got a call on this date. When I called I was told there was no one in to answer my question but they would call back. Never got a call. When calling a second time still no one to help and the manager on duty knew nothing. Furniture still not even at the store. Very unprofessional and inconsiderate. I was also told that our sales person was no longer employed there so it was not their fault they weren't informed.Desired Settlement: Our furniture to be delivered by end of the week. If not possible then our deposit to be refunded and all ties with this company will be cut!

Business

Response:

Reference # [redacted] Customer [redacted]

In regards to the above mentioned customer, [redacted] who purchased on July 6, 2013, we do apologize for any mis-understanding in the lines of communication for the customer’s order of [redacted] Furniture.

After receiving your complaint letter this morning, we have contacted the customer, checked on the initial order and have found out it was due in port late August and to be delivered to us on September 18. We have scheduled the customer for delivery to their home on Friday September 20, 2013,

We also will be crediting off the balance of delivery fee charged to the customer, in consideration of the convenience caused the customer. Their finance contract bottom line will be adjusted accordingly.

Again we apologize for the frustration caused by any lack of communication with the customer.

Sincerely,

Powell’s Furniture, Inc.

Consumer

Response:

I have reviewed the offer made by the business in reference to complaint ID [redacted], 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,

The furniture was finally delivered however my bill has not been discounted as promised by the [redacted] me [redacted]. Will contact him tomorrow to dispute

Business

Response:

[redacted] called this morning saying that the check for [redacted] was being sent out today (10/9). This check is for the balance of delivery charge.

Review: On 02/16/2015, I purchased a living room set from Powell's. At the time of purchase, we were asked to sign a document stating that all sales are non-cancellable. I briefly hesitated to sign the document but agreed to do so in good faith because I had no intentions to cancel the purchase. The delivery date was supposed to be before the twentieth of March. We weren't informed that the delivery would be another month until I called a week later. It was finally delivered on 05/01/2015. I immediately noticed the back cushions on the sofa and loveseat were sewn on crooked, the stitching on them are crooked, a scratch on one seat cushion, and once you sit on them they deflate (sink in tremendously). The deliveryman immediately called the store and took pictures and I spoke to someone at that time. The person I spoke with arranged for someone to come out the following Monday to look at it. I told her I didn't want it fixed, I wanted it replaced and if that couldn't be done, I wanted my money back. I was told that it's not their policy to refund a customer's money and that I had three options (to have it replaced, fixed, or find something in the store with the same value). Finding something else in the store was not an option for me because there was nothing else I wanted and having it fixed was not an option because there were too many issues with the set.After the repairman looked at it the following week, he also determined it couldn't be fixed. Since day one I feel like I've been given the run around. Another set was sent out with the same problem and I refused it.Today, 05/15/215, I spoke with [redacted] and he informed me that the manufacturer agreed to replace the set but the one I have would have to be returned and they won't have another for me until August. When I first spoke with him I agreed to have them pick it up on 05/20/2015. Realizing we wouldn't have anything to sit on until August, I called back and told him that would not work. Waiting for decision.Desired Settlement: At this point, a total refund. Powell's has done nothing to satisfy me as a customer.

Business

Response:

We have

received the complaint filed with the Revdex.com concerning a purchase made by our

customer [redacted] and after researching the issue our findings are as

follows: We are sorry that Mrs. [redacted] feels unsatisfied with her purchase and feels that

we have not provided good service.Please be

advised that after Mrs. [redacted] 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. [redacted] she complained that the tailoring on her furniture was

not to her liking. Powell’s Customer

Service department sent a technician to Mrs. [redacted] home to inspect the

merchandise and his findings were within factory specifications. Mrs. [redacted] again expressed that the tailoring

was unacceptable and at this time Powell’s offered to exchange Mrs. [redacted]

furniture. An even exchange was

scheduled and upon delivery Mrs. [redacted] refused the new furniture as well citing

tailoring issues. Powell’s Management

asked that Mrs. [redacted] come into the store to look at our floor sample. The sofa that is shown on our floor is the

EXACT sofa that Mrs. [redacted] saw when she made her original purchase. Mrs. [redacted]

deemed it to have unacceptable tailoring as well. In addition

to exchanging merchandise we have offered to allow Mrs. [redacted] to re-select to

something different from over 80 other living room groups shown on our

floor. Mrs. [redacted] 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. [redacted] home and return it back to the factory. We have offered Mrs. [redacted] loaner furniture

to accommodate her needs until the newly manufactured furniture arrives in

August. Mrs. [redacted] initially agreed and

then called back to advise that this was an unacceptable solution. It is our

opinion that Mrs. [redacted] is a customer who is experiencing buyer’s remorse and

is doing everything in her power to get her money back. In Mrs. [redacted] complaint she states that she

has read and signed the Terms and Conditions of Sale. Mrs. [redacted] has spoken to every member of our

Management team as well as Mr. Powell and has been given the same answers every

time as per our policy.Sincerely,[redacted]

Consumer

Response:

[I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted], 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 2001 and it's the one we're replacing now. That was a positive experience resulting in our decision to purchase again from them.