Powell's Furniture, Inc.

Review: WE PURCHASED WHAT I WOULD CONSIDER VERY HIGH END FURNITURE FROM POWELL'S FURNITURE. UPON RECEIPT OF THE FURNITURE WE FOUND SEVERAL ISSUES THE NEEDED TO BE ADDRESSED. AFTER TWO MESSAGES LEFT FOR FIRST ISSUE WE FINALLY GOT A SERVICE REP TO THE HOUSE TO LOOK AT OUR FURNITURE. THE TECH NOTED THAT HE REQUIRED CERTAIN PARTS FOR THE REPAIR THAT HE DID NOT HAVE AND MUST BE ORDERED. SEVERAL MONTHS PASSED AND HAD I NOT CALL A FEW TIMES TO CHECK, WE PROBABLY WOULD NOT HAVE GOTTEN ANY SERVICE. WE MENTIONED THAT WE HAD SEVERAL OTHER ITEMS THAT NEEDED ADDRESSING AS WELL AND THE TECH SAID THAT HE WOULD ORDER WHAT WAS NEEDED AND SCHEDULE A NEW TIME. HERE IS MY BIGGEST ISSUE, WHY DO I HAVE TO CALL AND ENSURE THAT MAKE SURE MY ISSUES ARE ADDRESSED OR THAT MY PART HAS ARRIVED AT POWELL'S? FROM WHAT I UNDERSTAND THERE IS ONLY ONE PERSON THAT HANDLES CUSTOMER SERVICE, AND THAT PERSON MAY OR MAY NOT BE IN THE OFFICE AND IF SHE IS THERE SHE IS ONLY REACTIVE AND APOLOGETIC. IF THEY SAY THEY WILL CALL YOU WHEN THE PARTS ARRIVE, THAT IS NOT REALLY THE CASE. I AM VERY DISAPPOINTED IN THE CUSTOMER SERVICE SIDE OF POWELL'S FURNITURE. I HAVE HAD THIS FURNITURE FOR NEARLY SIX MONTHS NOW AND TO THIS POINT, THE ONLY CONVERSATION HAS BEEN ME CALLING THEM TO CHECK STATUS.Desired Settlement: I AM NOT SURE WHAT I WANT OTHER THAN MY FURNITURE FIXED AND POWELL'S TO ADDRESS THEIR CUSTOMER SERVICE SIDE OF THE BUSINESS. DO I DESERVE A REFUND, NO...DO I DESERVE PARTIAL REFUND OR STORE CREDIT, PROBABLY... DO THEY PEOPLE THAT SHOP AT POWELL'S AND PURCHASE HIGH END FURNITURE DESERVE THE CUSTOMER SERVICE THAT GOES ALONG WITH THAT TYPE OF PURCHASE, YES!!!

Business

Response:

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,

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 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,

Review: This is by far the worse furniture store that I have dealt with. This is not a store for single women to shop and be treated fairly. I found a bedroom set that I liked approximately 1.5 years ago, I went home to measure to ensure it would fit in my bedroom. I returned to the store to make the purchase, I was requested to provide a 25 or 30% down payment. I was shocked, because I had purchased from Powell's before and was never quested to make such a large down payment. I wrote the check, went home, and it still bothered me, so I called the store and asked what the policy is for down payment, I was told 10%. I received the bedroom set, the drawers on the check did not line up correctly, I went through months of having the repair tech try to resolve the issue. Finally the tech told me that he could not resolve the issue and get the drawers within standards, he would let the store know and they would be in touch with me to discuss options. A new chest was delivered which was in worse shape than the one that I have. Another one was ordered and still did not meet my satisfaction. I finally made the decision to keep what I have and asked for a settlement since I feel that one piece of the set that was not within standards affected the entire grouping. I did not request a specific amount, I felt the store would be fair, the manager called me and left a voice message stating that the defect was only 1/16 out of the standards, so no settlement would be considered. 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 I would have received satisfaction on the chest. Single ladies, stay away!Desired Settlement: Receive refund of $400 for defective chest which affects bedroom grouping. I made the purchase with the intent this would last me for years without replacement.

Business

Response:

October 8,

2015RE: Revdex.com Case

# [redacted]To Whom It

May Concern: We have received the complaint filed with the Revdex.com concerning a purchase made by

our customer Joyce [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. 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 10 days of shipment to

our warehouse. If Ms. [redacted] 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 3/20/2014 Ms. [redacted] 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. [redacted] home

to complete the repair service. As of

5/24/14 the service was completed by or technician and the file closed.On 7/3/2014

Ms. [redacted] 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

11/21/2014 Ms. [redacted] 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. [redacted] refused not 1 replacement chest,

but 2 different chests saying that neither one was acceptable. The replacement chests were ordered at an

expense to Powell’s Furniture as Ms. [redacted] 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. [redacted] never

requested a monetary adjustment to keep the chest as-is. Ms. [redacted] 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. [redacted] a $50

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,[redacted]General

ManagerPowell's

Furniture

Review: There where a lot of issue from the get go. But our main problem is that we found out afer we purchased the item that it wasn't made in the USA like our sales person told us. It was made in [redacted]. Listed below are bullet points of the issues we had from start to finish.

• Salesperson got numbers wrong when adding prices up.

• [redacted] (floor [redacted] on duty, insulated and belittled the salesperson in front of us. (stating these comments to him: why don’t you go take a nap)…(you screwed this all up, I got this)

• Salesperson did not return phone calls when trying to find out when items would be in. [redacted] had to call him back because she didn’t hear from him when he said he was going to call her. Then told her he forgot to call her.

• Item was delivered knowing something was wrong with it. Delivery person pointed out to [redacted] the issue and she called the store prior to it coming in the house and was told it would only take about a week or so to have someone come out. Told her that in front of Driver. Then when [redacted] (coustomer service rep) was trying to find out who she spoke to no one would own up to saying that they spoke to her. She was told her sales person would be calling her. Never heard from him and we had to call again to find out when someone would be coming out. That’s how we ended up speaking to [redacted].

• [redacted] had to come out and see the flaws on the item…while she was her she also noticed something else on the corner of the sofa.

• When [redacted] called and told us the piece had to be order and was coming from over seas. The red flag went off; because we were told the item was made in the USA when we asked where it was made. The salesperson boosted how Flex Steel was one of the few companies that has factories and makes their items in the USA. Told us they have 3 factories.

• [redacted] called [redacted] ([redacted] Fiancee; on Friday, September 30th. [redacted] was looking into seeing if anything could be done to return our Money after being lied to about where the items were made. Salesperson was questioned about knowdegle and of course changed his story after knowing his job was on the line. He isn’t going to omit he told us wrong. (even [redacted] said she thought his answer was confusing…she was in the room when he was asked about flex steel by [redacted])…I told her it wasn’t confusing to us, because that isn’t what he said to us.

• By Wednesday, October 2nd we hadn’t heard anything from anyone and [redacted] had to call and talk to [redacted] to see what the deal is.

• [redacted] also brought to [redacted]’s attention and sent photos to her to show her how the sofa is already showing seat buckling where we’ve been sitting. With only being 2 weeks old feels this shouldn’t be happening if this is top of the line leather like salesperson said.

After speaking with [redacted]; [redacted], he told us that he thought that the sales person did lie however the only thing they would do it replace the sofa that was damanged upon delivery. Which was not our request. We wanted our money back being that we were mislead, lied to and we purchased the furnture based on it being made in the USA. We are now stuck with the items.Desired Settlement: We would have liked a full refund and they could have thier product back. We specifically asked where the furniture was made; we wanted to purchase a product that was made in the USA.

Business

Response:

Re: [redacted] complaint #[redacted]

We would like to begin by acknowledging [redacted] dissatisfaction with our product and the service we have provided to her. We apologize for any inconvenience we may have caused her, or misunderstanding that may have been caused for complaint. Powell's Furniture has spent 75 years in the Fredericksburg are, providing superior service to every one of our customers, and we wish to address [redacted] concerns about her purchase.

In today's furniture market, many USA-made companies outsource various parts of their furniture to other countries outside the US. Leather, in particular is a product that come from many different places throughout the world. This is knowledge that each and every one of our salespeople has, and at no time have they made a claim to [redacted], or any other customer, that every individual part was USA0made. [redacted] assumption that every piece that a manufacturer uses in assembling a sofa is an unfortunate misunderstanding.

Powell's Furniture has made every effort to please [redacted] in addressing each of her complaints. On October 19, 2013, we exchanged her sofa free of charge in regards to her concerns about marks on the leather. We have spoken with her on several occasions, and have worked to explained to her the workings of today's global furniture market. Again, we do apologize or this misunderstanding, However, we feel that we have done what we can to please her, and can take no further action at this time.

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.

After reviewing the

reply from [redacted] there are several areas I wish to address. I

can appreciate that this company has been in business for over 75 years,

however that isn't relevant to the issue at hand. There was no

misunderstanding. NOT at ANY time did his sales person tell me that any

part wasn't made in the USA! I was told that Flex Steele WAS made in the

USA. He never said anything to me about parts coming from overseas and

then assembled in the USA. I specifically asked the sales person where

the product was made and I was told the USA. That's why I bought this

furniture! He also told me that it was one of the very few companies

that still made furniture in the USA. So in the reply where [redacted] schools on where todays furniture companies outsource various parts

to other counties, that's what his sales person SHOULD OF TOLD ME that night in

the store. Instead he wanted to make the sale and he didn't disclose that

information.

In regard to Powell’s Furniture making every

effort to please me. The exchange that was made for my FREE sofa was

because they delivered me a damaged sofa in the first place. [redacted] states that they did this for FREE for me; I

would have expected so, for delivering me a damaged sofa in the first place.

So no special efforts were made at all. Instead of allowing a

damaged item to be delivered to me that their delivery person pointed out.

This didn't happen while it was on its way to me...they allowed it to

leave their facility that way. Once I received the damaged sofa; it was

then when I was discussing with Powell’s about the damage sofa that parts where

coming from [redacted]. I then went on the internet and discovered that just

not the parts were made in [redacted], but the entire purchase was. They

wanted to fix the damaged parts and not replace the sofa. Something that

I paid almost $4,000 for and they wanted to fix it, not replace it. The

only reason why they did is because I told them that was not acceptable.

However what I really wanted was my money back because I was misled

and wouldn't have bought these items if I had known this information from the

start!

The facts are this isn't

the first item I’ve purchased from Powell’s. I'm a repeat customer.

I have bought several rooms of furniture from them. Their

uneducated sales person mislead, misinformed, and or lied about the furniture.

End of story. I realize they are not going stand behind what was

told to me and this will ensure that I NEVER purchase from Powell’s again.

Not only that, but I will tell everyone I know about how I was mistreated.

Regards,

Review: We purchased living room furniture on February 22 and paid the balance on March 12, 2015. We were told that the delivery would be about three weeks after the final payment was made. We have not received any communication as to the date of delivery until I called. I was place on hold, cut off and the received no return phone call. I kept calling until I spoke to the sales manager who had helped us. He advised us that there was in issue in getting the furniture made and recommended that we look online to see if we could find another choice for something that was in stock. I did this, there was nothing that compares to what we purchased.

I then sent an email requesting a full refund since this company is unable fulfill the sale with a comparable product or even the furniture purchased. This refund was requested in mid April. To date, I have received no further communication from this company, no refund or anything. I disputed the charges on my credit card. The credit card company says this was "not fraud" so they cannot issue a refund.

Powells Furniture has my money for a product that they have not delivered and cannot deliver. The total amount we paid was $2,202 and some change. We are now out of the cash and still have no furniture several months later. The merchant did not deliver as promised and has no intent on doing so without communication.Desired Settlement: Refund for the amount paid in full, plus 6% interest and $500 representing loss of wages for fighting this effort immediately. Failure to refund the money we paid for a product that was not and cannot be delivered is illegal. Funds are requested within the next five (5) business days. Failure to comply will result in further legal action against Powells Furniture for false advertising and failure to deliver purchased product as promised and as allowed by both federal and state consumer protection and merchant processing laws.

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: 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 #9 clearly states the following: "A reasonable time limit of 8-12 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. [redacted] 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.

[redacted] was given the option to re-select her choice of furniture in order to

expedite her delivery. As stated by Ms.

[redacted], 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. [redacted] 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. [redacted] refund check was processed on

5/15/15.It is

unfortunate that this transaction ended in this manner, however we wish Ms.

[redacted] the best in finding furniture for her home.

Review: We ordered furniture from Powell's Furniture on January 16, 2014 with an estimated delivery date of March 2, 2014. I contacted Powell's several times when they did not call in March to find out where our furniture was - it was always going to be another 10 days. This has gone on now for over a month and still no furniture. When I went to the store today (4/9/2014) I was told again that it would be another 10 days. Clearly, this in not the truth or we would be in our home by now.Desired Settlement: Want our furniture delivered NOW.

Consumer

Response:

[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.]

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,

the customer called our office and stated that the business reached out to her directly and resolved the complaint by delivering the furniture.

Review: Purchased a dining room table first of June, which arrived 2 weeks ago. The table's top has been constructed such that it sits the wrong direction on its pedestal. The result is the wood grain running on the diagonal when the extension leaf is not in. When the leaf is added, a whole new problem presents - the table is positioned such that chairs must be positioned at the table such that the legs of diners would straddle the table's legs; clearly a mistake. Powell's response is that there's nothing wrong with the table, it's the CHAIRS' fault. The chairs were purchased at Powell's 13 years earlier. This is a new excuse, blaming an inanimate object for the defect. They refuse to accept responsibility for the table. The purchase price was $1,053. [redacted]Worth noting, the customer service rep actually wrote in an e-mail to my husband, "Most people are o.k.with it." I think this comment alone speaks volumes.Desired Settlement: The table can be corrected very easily in having a service person drill new holes in the table allowing for it to be turned 1/4 turn, lining everything up such that chairs could sit properly in between the legs.

Business

Response:

Our Customer Service Department has corresponded extensively with [redacted] and the table manufacturer, [redacted]

[redacted], to ensure that the problem that is being described is understood by all parties. Please be aware that Powell’s does not design or manufacture furniture, we are a retailer. We are a family owned company who provides a vast array of quality furniture choices for our customers. Powell’s is committed to providing excellent customer service to our customers.

[redacted] & [redacted] are not happy with the way the table base and table top are designed to fit together; they believe that the chairs should not have to straddle the feet of the pedestal. Please be aware that per the manufacturer, the table is designed this way.

The table that [redacted] & [redacted] saw on Powell’s sales floor was designed and shown with the side chairs straddling the feet of the pedestal and the table is shown in [redacted] catalog exactly as shown on our floor.

[redacted] is expecting to use her newly purchased table with chairs that were purchased in April 2004, chairs that were manufactured by a different company than the one who manufactured the table in question.

·The table that was purchased in 2004 was an oval double pedestal trestle table; the new table is a smaller single pedestal.

·This design however is 100% correct according to the manufacturer. Chairs that are manufactured by [redacted] will straddle the legs of the pedestal as well due to the design of the table.

·[redacted] is not pleased that if she chooses to place the chairs so that they do not straddle the legs, the wood grain of the top will then be “cattywompus”,

meaning an angle instead of straight. When we contacted the manufacturer about this issue they stand behind their product and their design. The table is designed to fit together as assembled in [redacted] home and it is functioning as it was intended.

·Powell’s Customer Service contacted [redacted] Chair with the hopes of securing an alternate method of assembly; however we were told that the table is assembled as designed.

·The quote, “most people are ok with it”, was not made by an employee of Powell’s Customer Service Department but instead was in an e-mail sent directly from the manufacturer. [redacted] was forwarded a copy of all correspondence between Powell’s and the manufacturer.

·If the table was defective or damaged we would be more than happy to take care of the problem. However in this case there is nothing wrong except the customer is not happy with the item she special ordered.

·[redacted] states that her desired settlement option would include a service person drilling new holes that that the table top and base can be rotated ¼ turn. Drilling extra holes in her table is altering the original piece and therefore will void the manufacturer’s warranty. Powell’s cannot be held responsible for intentionally voiding a manufacturer’s warranty. If [redacted] wishes to pursue having someone other than a Powell’s Furniture Service technician drill alternate

holes in her table, she is welcome to do so.

·In an e-mail [redacted] stated that she will “hit the internet via any review pages, sharing the complete lack of regard for a legitimate complaint about a piece of furniture coming out of your (our) store”, please understand that we take [redacted] complaint very seriously. The product that was selected, purchased, ordered, and delivered is correct according to manufacturer specifications.

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.

They offered nothing, just reiterated their original refusal to address the problem

PLease record this issue as unresolved and Powell's reply as unsatisfactory

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.

Review: I purchased a dining room set, sofa, and two recliners on March 15, 2013. At that time, I was told the dining room was showing in stock and would be delivered in a month. The sofa and recliners would take 4 months. About a month later, I contacted Powell's to see the status of the dining room. They then told me it was not longer being manufactured. It took me calling to get this information. They told me they were canceling that order. I wanted the entire order canceled because they were breaking the contract. They refused. I even spoke to the owner and he refused. They said they made an attempt to find another option that met my specifications, but I never saw any proof of that. I went to another vendor and purchased a set. I started calling weekly the week of July 4th about delivery of the sofa and recliners. Each week, they gave me an update. I scheduled delivery for July 9, 2013. On July 8, 2013, I gave away my current furniture because delivery was scheduled and they called to confirm. They delivery men got here and brought the one recliner into my home. I told him this was wrong. I custom ordered the stitching to match the leather. The stitching on what they brought was the contrast stitching. They said this was the second case where this happened. They brought all of the pieces in and damaged a wall on the way in. They told me the other lady with the same problem was told the current furniture would be a loaner until the correct ones came in. He called the store to find out what to do. I refused to sign until I had conformation this was a loaner. [redacted] in the store said she had to call a manager. After waiting about 30 minutes, she came back to me and said she tried to call all of the store managers and none would answer their phones. So, [redacted], [redacted] and [redacted] made the decision that this furniture was a loaner just like they agreed to do with the other client. I agreed to sign based on that and I wrote on the slip that it was a loaner. The delivery man heard this conversation as well and saw me write it on the slip. Within hours, [redacted], the store manager , called and asked me if I wanted the correct furniture ordered or wanted discount to keep what I had. I told him I wanted the correct furniture but wouldn't make a decision until my husband returned home from golfing and saw it. He called 3 more times to see if my husband was home by 5:30. He offered $400 off and I told him it was an insult based on all of the issues. Then he called back and said it was now $500 dollars off and I asked if I could think about it and let him know tomorrow. He said yes. Then he called back again and said I had to tell him tonight. I either took the deal of $500 off and keep it or they will pick it up and not give me any loaner furniture. He claims the factory had to have it sent back. I told him this was not what I was promised, but he said too bad. These are my choices and I have to tell him now. I can't sit on the floor for 4 months, so I said I would keep it but told him I would be filing a complaint with the Revdex.com. I also asked that [redacted] call me and he said he would have him call, but it wouldn't help. as of July 16, 2013' [redacted] hasn't called me. He said the check would be mailed that day (July 10, 2013). As of today, July 16, 2013, I haven't received the check. They once again broke their word. I have been more than generous and giving and they have never help up to their end of the bargain.Desired Settlement: At this point, I want the correct furniture ordered, the current furniture as a loaner, a call from [redacted], my wall fixed including buying paint as needed and for them to honor their promises.

Business

Response:

To: [redacted]

Ref: Case #[redacted] – [redacted]

We note a few discrepancies with the customer’s details. We are wondering if the customer wrote the complaint in mid July and didn’t send it to you all until August 16th.?? She was delivered her furniture on August 9, 2013 not July 9th. Also on the Aug 9 delivery date we have noted that the only problem the customer noted with the furniture was the error on the contrast stitching. No mention of the damage to walls with that call. It wasn’t until Aug 12 that our customer service dept was made aware of the wall damage. On that day, Aug12, we processed a refund check # [redacted] for the customer to keep furniture as delivered. (As of today, 9/20/13 we don’t think the check has cleared our bank). We also tried several times within the next 2 weeks to set up a repair appointment to fix her wall. But she has not responded to any of our calls. We await any further information you may have in regard to the customer’s complaint.

Powell’s Furniture

Review: On November 2012, I purchased a leather reclining sofa and chair from Powell's. I also bought the extended warranty to cover any issues that might arise for an extra year. Upon delivery of the furniture, I noticed the stuffing was mashed down on the top portion, as if something had been sitting on it for quite some time. I pointed it out and immediately called the store while the delivery men were still here. The store agreed to reorder and replace, and they did. I received the second set and within a few months the front corners on both pieces began wearing through the leather, where the leg rest extends and meets the seat portion. Upon contacting the manager of the store regarding this issue, I was told he would have to contact the manufacturer to see what they were willing to do about it and he would get back to me and in the meantime he would send his repair man to my home to look at the problem. The repair man came out on September 6th, 2013 to assess the damage and took pictures and wrote a report, stating the frame edge is pushing on the leather making it wear. Per our conversation, he also stated it was a matter of time before it would wear a hole in the leather. After the repairman was at my home, I once again called the manager to see if he had heard from the manufacturer, at which time he informed me that "[redacted]" was not going to replace the pieces. He offered me a 300.00 dollar credit or a "repair kit", to touch up the leather. The color wearing off is not the issue, so I a confused as to why they would even make this offer. The problem is, next it will leave a hole in the leather on both pieces, on both sides. The manager stated that it was not up to him to do anything about it, that [redacted] was responsible, not the store, and therefore his hands were tied. After going round and round and back and forth, we found we had no recourse, even after spending [redacted] dollars for the extended warranty ! My husband called the manager after I spoke with him and told him that it was entirely unacceptable and he wanted the pieces replaced. After much duress, the manager agreed to replace only the chair, which was the worst of the two pieces. The replacement chair was delivered this past Friday, the 11th, only to discover this chair too was mashed down on the top of the backrest, just as the first one had been. We once again called the store and spoke with the manager, while the delivery man was still here. They took the chair back ,stating they would order another yet again. We called the store in hopes of talking to the owner, have left several message, and even spoke with the owners sister, but have yet to hear back from the store owner. We have had such a terrible experience trying to get nothing more than what we paid for and realize that we are going to end up with holes in the furniture. We would very much like them to take the furniture back and credit the entire amount back to us in the amount of [redacted]. The warranty runs out next month, and I am afraid that is what they are waiting and counting on. Please help us rectify this matter and thank you for your attention.Desired Settlement: We would very much like a refund, so we might find suitable furniture elsewhere

Business

Response:

Case # [redacted] Powell’s Furniture has been in touch with the above referenced customer on Tuesday Oct. 15, 2013, and will continue to look into her complaint. We will update Revdex.com when we have more information. [redacted]Gen ManagerPowell’s Furniture, Inc.

Review: I purchased a nightstand a an "annual" sale at the warehouse for Powell's Furniture on April 26, 2014. I used my credit card and took the item with me. Later in the day I realized it was too dark and wouldn't match my daughter's dresser and decided I didn't want it. Therefore, on Sunday, April 27, 2014, I returned to the store to return the item. They refused to refund the item despite not having posted anywhere in the store or warehouse there were no refunds. The salesperson, [redacted], did not say it was final. The cashier that rung me up did not say all sales were final and the two receipts I have did not say all sales final. Nowhere at the customer service window of the main store did it say all sales were final. They adverstised that the sale was an "annual" sale. NOTHING about a clearance (I have a picture of the advertisement on [redacted] where I found the sale). The [redacted] was EXTREMELY rude and told me if I hadn't taken it with me he might be able to help me since he didn't know the condition of the end table. Well, the end table was in my car where they had put it and he could have looked and seen there was NO damage like when I bought it. I left the store and told 2 other people to beware of purchasing from them because they won't let you return stuff if you change your mind.Desired Settlement: I want the refund to my credit card and to return the product.

Business

Response:

Dear[redacted],

So sorry this has taken longer than we would have liked. In regard to customer [redacted] with above case number, [redacted] has tried, unsuccessfully I’m afraid, to contact [redacted]. As of today he has not been able to reach her to tell her that [redacted] Furniture will be refunding to her credit card account the full amount ( [redacted]) of her sale from April 26, 2014.

We are hoping that she will respond to [redacted] call, and that we can close the dispute as the customer has requested.

Thanks for your help,

Consumer

Response:

[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.]

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,