Premier Furniture Gallery, Inc.

I did receive the phone call from Lisa but what I was told is that the part is EXPECTED to be there on Thursday the 15thand she wanted to go ahead and schedule pick up of sofa anyway because they do EXPECT the part to arrive on Thursday and repairs would be completedSofa would then be returned free of charge (picked up free of) (charge as well) so, NO I am not ready to accept their response until sofa has been actually repaired and returned so that we can see that it has been repaired to our satisfactionThank You

This letter is in response to the complaint filed by Mrs*** ***Mrs*** and her husband purchased a sofa and loveseat set from our store on August 3, This set was sold Last OneAs Is (Please refer to the attached sales invoice PF46117)On September 9, 2014, Mrs***
contacted our office to state that the center cushion was sinking on her sofaThough this set was sold "As Is", I let Mrs*** know that I wold forward the claim to the manufacturer, which in this case is Lane, and Lane would contact her in regards to a repair serviceLane did in fact authorize the repair on her sofa, and sent a third party technician, of whom ordered parts for this repairThe parts order took a great deal of time, and Mrs*** contacted our office again to check status, as the third party technician failed to update Mrs***Upon investigation, some of the parts requested by the technician were unavailable, and Lane was unable to process the order.As a result of this delay in the repair process, and in hopes to expedite this matter, we offered to order the parts for Lane ourselves, and have our professional repair technician complete the necessary repairs in our warehouse, of which Mrs*** agreedThe parts were ordered on November 4, and the order was confirmed that same dayAfter a few weeks, we contacted Lane to check on the parts order, and we were told that due to the delays, the parts should be received by December 15, We updated Mrs*** about the situation, and apologized for the delay.On December 16, 2014, we contacted Lane again to check status on this parts orderWe were advised that due to the Lane warehouse moving locations and a staff lay-of, and because of the holidays, all of Lane's part orders were delayed throughout the countryWe were advised that Lane would resume order shipments on January 6, Again, we updated Ms***, and apologized for the delayThis situation is equally frustrating to us, as we are eager to make the repairs to Mrs***'s sofa. At this point, we are at the mercy of the manufacturer, and we will continue to expedite this parts order as much as we possibly canAs soon as we receive the parts we will pick up Mrs***'s sofa, repair it in our warehouse, and deliver it back to Mrs***'s home to no cost to herHowever, we are unable to refund Mrs*** since what she purchased was sold to her as is )Please refer to the attached store policy PFsigned by Mrs***). Our store policy was understood and signed by Mr*** at the time of the saleSpecifically refer to Line1, which states: "Custom orders, As Is, Floor Models and Layaway sales are absolutely not subject to cancellation"At no time did we refuse to help Mrs*** with her claim, and we are still willing to complete the service, and we will continue to provide the customer with updates, as they are availablePlease feel free to contact our office at ###-###-#### with any questions you may have regarding this case. Thank you,*** ***Office Assistant?

This letter is in response to the complaint filed by Mrs.[redacted]. Mrs. ** and her **sband purchased a 6-piece leather sectional and a [redacted] 5 year extended warranty plan from our store on January 24, 2014. On July 18, 2014, Mrs. ** came in to our office to state that the leather was peeling and...

had pictures. I informed Mrs. ** of our store policy that was understood and signed by Mr. ** at the time of the sale) Please refer the sales invoice [redacted]). Specifically refer to line 6, which states: "Warranties are limited and regulated by manufactures, Premier Furniture Gallery will aid any customer in receiving proper attention pertaining to manufacturer's warranty service, but will not be held responsible for manufacturers decisions." I did in fact forward the claim along with the pictured to the manufacturer on Mrs. **'s behalf that same afternoon. Upon their investigation, the manufacturer stated that Mrs. **'s complaint of the leather "peeling" is not a manufacturer's defect, and the pictures clearly show a chemical reaction on the leather where perhaps incorrect cleaner was used, or a chemical reaction due to the transfer of hair gel or hairspray that had a negative reaction to the dye of the leather. This claim is seen by the manufacturer often, and is not a defect. This occurred at some point during the seven months the sectional was in Mrs. **'s home, and was not delivered to her in this condition. I let Mrs. ** know immediately of the manufacturer's decision on her claim.
 
Ms. ** was very unhappy with the manufacturer's decision, and called [redacted], the extended warranty company, which covers for example: accidental rips, cuts, burns and food/beverage stains. [redacted] informed Mrs. ** that the fading, peeling or cracking of the leather is not covered under their warranty plan. Furthermore, the [redacted] documents understood and then signed by Mr. ** state: "Do not use any type of treatment or cleaners besides what was was provided by [redacted]. Substances that destroy or change the color or original characteristics of leather or fabrics such as hair gel, mousse or hair spray are nto covered under [redacted] Warranty  (Please refer to the attached documents form [redacted], and signed by Mr. **).
 
We offered to resolve the matter by ordering the complete leather panels, and replace this for her. Mrs. ** refused our services, and requested a full refund. I let her know that a refund was not possible, since she has had this sectional in her home for over seven months. Ms. ** was very angry, and she proceeded to make a large scene in our store. Our staff handled this situation with professionalism, and at no time were we rude, nor did we refuse to help Ms. ** with her claim, and we are still offering to order the parts for her with her approval. Please feel free to contact our office at ###-###-#### with any questions you may have regarding this case.

This letter is In response to the complaint filed by Mrs. [redacted], with the ¡D number listed above. Mrs. [redacted] and her husband purchased a 3-piece queen size bed from our store on February 21, 2015, and received their delivery two days later on February 25, 2015. Please refer to the attached...

sales invoice [redacted]). On March 9, 2015, the customer called to state that the side rail of the bed was broken. We have sold many of these beds, and have never heard of this problem. When asked how this occurred, the customer stated that they were not sure. We asked the customer to send pictures of the damage in order to proceed  further with this claim. The pictures indicated that the support slats may have came loose, and our recommendation was to schedule a professional Technician for an assessment, and the customer agreed. The service was scheduled for Tuesday March 17, 2015, and the service was completed, and the customer signed that they were satisfied with the service (Please see the attached service report [redacted]). Please feel free to contact our office at ([redacted] with any questions you may have regarding this case.

This letter is in response to the complaint filed by Mrs. [redacted]. This matter has already been settled, as the parts needed to complete the repair of Mrs. [redacted]'s sofa will be received on Thursday January 15th, 2015, and we have already scheduled the pick up for the same day. This was scheduled with Mrs. [redacted] herself. Repairs will begin immediately following the pick up, and once completed we will return the sofa to Mrs. [redacted] at no charge. Please feel free to contact our office at ###-###-#### with any questions you may have regarding this case. Thank you.[redacted]Office Assistant

We have already sent out a technician to the customer's house previously and we even picked up back merchandise dew time so we can send tot he manufacturer for fixing. Customer can' send all pieces at once o we had to send it piece by piece.We are not the one fixing the damages; it's actually the...

manufacturer. So the manufacturer did repair few pieced that were sent to them for repair but unfortunately, the customer is still not satisfied. From our part, we have been helping them from the start, With regards to technician service, though the customer said he couldn't make it on a Tuesday; we are willing to accommodate him on a weekend. After talking to the customer now, he agreed that we would just pick up the damage pieces and sent it to the manufacturer again for repair. The pickup scheduled for tomorrow, 1/10/2016 and we will hereafter continue to do service for the customer as long as the manufacturer permits to. Though the 1 year manufacturer defects warranty is no longer valid, manufacturer is still being considerate to resolve the issues. Should you need any further clarification, please feel free to contact us.Sincerely, [redacted]Office Staff10846366

Tell us why July 10, 2017 Revdex.com3075 Beacon BlvdWest Sacramento, CA 95691 RE:  ID # 12249906 This letter is in response to the dispute of charges filed by [redacted] They have applied financing on 6/16/17, and the first financing company that we have...

allow us to enter only 1 applicant at a time. Since his wife is the main applicant, we entered her information and got approved so no further credit application is needed. From our end, it is our protocol to run the first financing company because the requirement for the customer’s credit score is not strict and they give high approval rating. We are trying to minimize inquiry on customer’s credit as well. The more application and inquiry we enter, the more hit they will get on their credit score. If customer won’t get approved on the first financing company, that’s the time we will use the second financing. The second financing company allows main and co-applicant at the same time but they are stricter and required better credit score. There is no contract that says the financing account is under both of their names, even in the invoice issued to them, its only reflects his wife's name. We apologize for the misunderstanding and inconvenience but we believe we are doing our best to help out the customer by not running into so many different credit applications. If you have any questions regarding this matter, please feel free to contact our office at [redacted]. Thank you, [redacted]Office Assistant here...

I am rejecting this response because:I originally spoke to Premier furniture gallery on 9/5/14. I had phoned in the latter part of August but I failed to obtain person's name that I spoke to originally. I then phoned again (on 9/5 as mentioned) and spoke with [redacted],not sure of name spelling, anyway she asked me to send pic of sofa,etc. and she herself would call me back or someone else would. I did not get a call back so I called again on 9/8 and at this time I spoke with [redacted]. She apparently was not able to locate info. She in turn asked if I could re-send pic., serial number, etc. I did as she asked. She then informed that a repair company that they work with will be contacting me to set up a time and date for him to come look at damage. repair man,[redacted] came out and looked at sofa and said he would have to call Premier and inform them of the damage and get the 'ok' to go ahead with repair. I am not sure if he needed the 'ok' from Premier or if Premier was going to contact [redacted] on my behalf.Anyway make a long story short..[redacted] did not come out again when I called and spoke to Alisha(?) again not sure of her name spelling, she stated that they had not heard back from Premier related to repair and that they had not received an 'ok' to order the part. This was on 10/29/14.No further contact w/repair co. I then called back to Premier and [redacted] said that they, Premier would be fixing the sofa for us and would need to order part from [redacted] and that once the part came in they would pick up sofa (free of charge) repair it and return to us,no charge. We know the conditions of the receipt but our whole issue is that the sofa was already defective when we bought it and that the damage did not show up until someone sat on that particular part of the sofa. When the repair tech they sent out  initially flipped couch over there was not any serial number tag or any other tags attached,none whatsoever to sofa. The loveseat had all it's tags and we have not any problems with it. My understanding is that tags are not to be removed by anyone other than the consumer? am I wrong? this is the other reason we believe this sofa had been purchased previously then returned  because of damage,especially since all tags were removed? [redacted] had to FIND the serial number for sofa. also I have a hard time believing that a manufacturing company as well know as [redacted] would be shut down and stop operating due to lay-offs etc. This sofa has a one year warranty from [redacted] and covers the recliner mechanisms, wooden frame components,etc. So again, regardless of it being the last one/sold as is is irrelevant to us because of the damaged piece. We requested that they pick up the set and refund our money. If their repair person is going to fix it when part comes in from [redacted] what difference does it make if they take it back,fix and re-sell it? We have done no damage to this set and if they agree to picking set up we are willing to accept a partial refund with no pick-up fees being imposed.

Review: Would like to complaint about Premier Furniture we bought some leather sectionals from them which where supposed to be leather. Well last year they started to bubble up and rip off. The supposedly leather just peels off at this point they are pealing all over. It is very depressing to me and my husband that we paid so much money for this to be happening. Even if they where bonded leather this shouldn't be happening. The store sells very poor quality furniture, at very high price. They have bad customer service. This is why I came to this Revdex.com to see if they can help me. I feel ripped off, fraustrated with this. I wish we had just bought our leather sofas from [redacted].Desired Settlement: Hi I would like a replacement sectional or sofa set that will not peel.

Business

Response:

Please be informed that in order for us to proceed with this case, we would need the receipt or Invoice number from the customer. Our system goes by the invoice number. It would be more difficult if they have purchased it many years ago. We have already talked to the customer to provide us an invoice number but they said they can't find it. Furthermore, they did not even come to the store to physically show any proof of purchase.Once we have the invoice number we will try to resolve this issue but we cannot guarantee because there are factors to consider as follows before we can help them. - Date of Purchase - Cause of the Problem- Condition of furnitureIf you have any questions/clarifications regarding this matter, please feel free to contact our office at [redacted].Thank you.

Review: Store would not honor ad match. Wished to have store price match ad found on internet or work a comprise.

On July 18, 2013 I purchased a sofa, two accent chairs (from store catalog),coffee table and two end tables for $1741.74 by personal check on invoice number PF XXXXX. My salesperson was [redacted] While speaking with my salesperson, I asked if I found any of the items at a lower price would store honor, he said, bring in the ad. While checking on the internet I found the accent chair at a lower price. The retail price at most stores was $170.00 and I found them at an internet site for $137.00. I paid $249 per chair.

I called the store and asked to speak with my salesperson. He was not in so left a message. My called was returned buy the store's Store Manager [redacted] While speaking with [redacted] I told him that I had found the chairs at a lower price and that I wanted to the cancel the order for the chairs only or be priced matched for price found on the internet. He said that I could not since the chairs were a custom order. I then told him that the salesperson did not explain that if I ordered something from the catalog this would be a custom order. My understanding that a custom order was when you ordered something that you had changed (e.g. fabric, style,). I then told him that if I could not cancel that I would return the items, he said I could not return nor refused delivery. When I started to complain that this was not a fair practice he hung up the phone. I will admit that I was upset and may have spoken in a loud voice but I was not rude nor did I use foul language. I called that store back and asked to speak to him. He as once again was rude and did not attempt to consider any type of comprise with me. He was unwilling to allow me to speak with any other store manager or to give me his manager's name.

I called my daughter and she suggested that we go to the store. (I talked to my daughter because I am not from this area, moved here in October of 2012.) She picked me up and we went to the store. We asked to speak with the store manager. Justin came forth. My daughter explained our presence. He refused to discuss with us any type of comprise and stated rudely that he didn't have to. He refused to allow us talk with anyone else nor would he give us any names of other managers or the store owner. He even refused to give my daughter a pen to write down his name. When she stated the she was going file a complaint he stated "now I really am not going to try to help you" and threaten to called police.

If this is how this store deals with customers I no longer wish to work to do business with this store and I am seeking a refund of all monies paid. I was originally only seeking to work out something with the store. I am a senior citizen and on a fixed income.

Could you please help me resolve this matter.

Desired Settlement: I would like to have the store to refund all monies paid. Or honor price found on the internet and refund me the difference in the amount I paid.

Business

Response:

Business' Initial Response

At the time of purchase, the saleman told her that we match local area ads. We do not match internet prices. We told this to the customer when she called. She stated that when she called she asked to cancel her order. At the time of purchase we told her that this is a catalog order and no cancellation, her daughter even asked "if my mom gets the chairs and decides that she doesn't like them since she's picking them out of a catalog and won't see them until she gets them, can she cancel?" I stated to her again, no. There is no cancellation on special/custom/catalog orders. And again, we don't match internet prices, only local area stores.

Consumer's Final Response

(The consumer indicated he/she DID NOT accept the response from the business.)

I do not agree with the stores response. While in the store my daughter stated she thought the chairs were over priced and we could probably find them somewhere less expensive. Then the sales person replied " they would match any ad we brought in so not to worry." Although the store manager did state on the phone that they did not match internet ads this was not indicated by the salesperson. The store salesman never told me that items ordered out the catalog were considered as custom at the time of purchase. Because if he had I would have questioned this as I considered custom as making a change to the fabric or styling. My daughter never asked the question regarding the catalog order. So we were never told that I could not cancel the order due this. If we had been told this I would not have bought the furniture from this store. I do not believe in purchasing such costly items and I can not return if I am unsatisfied. When speaking with [redacted] on the phone I requested to cancel the order for the chairs only not the sofa and tables. At this time no delivery schedule had been set. This was less 10 days time since the order was placed so the chairs had not been delivered. I was told by [redacted] that I could not cancel the order nor could I refuse delivery and have the chairs returned. The stores response also did not address the rude behavior of their management staff.

As I am new to the area I was not aware of the unethical store practices. Since this incident I have investigate if there were other complaint against the store. I found eight on your site and twenty-four on other sites as well as complaints on their own facebook page. It seems that this store has a practice of not honoring their customer service. I still am requesting a full refund of all monies paid. Because as I have seen from these complaints that if the furniture was delivered to me and there were problem this store would not honor their commitment to repair or replace that items in a timely manner.

Their invoice states that I bought (1) sofa (no product number), (2) accent chairs (no product number with no indication that the item was a catalog order) (2) throw pillows (no product number with no indication that the item was a catalog order) (1) 3pc coffee set , 1 coffee & 2 ends (no product number) . I had also ordered a dinette set but changed my mind before leaving the store and paying for the items above. The dinette set was deleted with whiteout on the invoice. S/O eta 2 weeks. The invoice states paid in full.

Under company policies, on the invoice

Custom orders, Clearance, As Is, Floor Models and Layaway sales are absolutely not subject to cancellation. No where does it state that catalog orders are considered custom. I would be happy to furnish a copy of the invoice.

I can not believe that this store practices deception and unethical behavior and still stays in business. Although their sales personnel seem very nice and professional I see by the many complaints that their management is not.

As of yet I have not heard from the store on the delivery of any of the items that I have purchased. I would have thought that they would have attempted to delivery the items that are not in dispute. At this rate it will take three months to get my furniture. It has already been one month. I hope that you will be able to help me resolve this matter or I might need to take further legal action.

Business Response

We refunded the customer what she paid for the chairs and we allowed her to cancel them. She already received the rest of her furniture.

Review: I purchased furniture 5 months ago from this company. I spent 4000 on leather couches, the couches came with a 5 year warranty. about 1 month ago we noticed the couch was peeling and under our warranty it says it is covered.we called and they said to email pictures of the couch, we did when they received they said they would contact us but we never heard from them. we called they put us on hold or hang the phone up. on July 24,2014 I went to premier furniture to speak with a manager they said best thing they can do is give a patch job.and there was no manager on duty they would give us any manager names that we can get a hold of. the employees were completely rude. they refused to give names or corporate office number they said if we wanted the information to get it our self. I went an looked online for corporate number I could not find one. the lady we spoke with her name is Lisa she used foul language yelled and screamed at us. they will not honor there warranty policy that is attached to our receipt please help.Desired Settlement: We would like a refund we do not want to have any more ties with a company that does not withold there policy.and with staff members that are completely out of line.

Business

Response:

This letter is in response to the complaint filed by Mrs.[redacted]. Mrs. ** and her **sband purchased a 6-piece leather sectional and a [redacted] 5 year extended warranty plan from our store on January 24, 2014. On July 18, 2014, Mrs. ** came in to our office to state that the leather was peeling and had pictures. I informed Mrs. ** of our store policy that was understood and signed by Mr. ** at the time of the sale) Please refer the sales invoice [redacted]). Specifically refer to line 6, which states: "Warranties are limited and regulated by manufactures, Premier Furniture Gallery will aid any customer in receiving proper attention pertaining to manufacturer's warranty service, but will not be held responsible for manufacturers decisions." I did in fact forward the claim along with the pictured to the manufacturer on Mrs. **'s behalf that same afternoon. Upon their investigation, the manufacturer stated that Mrs. **'s complaint of the leather "peeling" is not a manufacturer's defect, and the pictures clearly show a chemical reaction on the leather where perhaps incorrect cleaner was used, or a chemical reaction due to the transfer of hair gel or hairspray that had a negative reaction to the dye of the leather. This claim is seen by the manufacturer often, and is not a defect. This occurred at some point during the seven months the sectional was in Mrs. **'s home, and was not delivered to her in this condition. I let Mrs. ** know immediately of the manufacturer's decision on her claim.

Review: I BOUGHT FROM THE SOFA, LOVSEAT, RECLINER, IT ALMOST COST 2700, MY COUCH SEATS ARE SO BAD AFTER SHORT TIME, I COMPLAINED TO THEM, NO BODY LISTENS. PLZ CHECK.

03/1-2011-03/10/11Desired Settlement: tell them pick up their furniture and refund my money, product is so bad, fabric worn out, foam is felling apart, seats giving back problem to everybody

Business

Response:

Business' Initial Response

This customer has had the furniture since October of 2010. A week after purchasing they called to cancel, we explained they could not cancel. Then they called back a few weeks later before they were scheduled for delivery and said that they didn't even make this purchase. Which is false. They financed and we have a copy of their ID, also we checked two forms of ID upon purchasing, they signed credit application. They just kept on coming up with excuses after excuses. After having the furniture they called with a complaint on 2/28/2012, almost 1 1/2 later, a year and 4 months to be exact. The furniture is only covered for a one year manufacture warranty. Which only covers manufacture defects. Wear and tear by the customer is not covered. We would be willing to have our tech look at the furniture. He can drop off the furniture and we would try our best to help them any way we can. But we are not going to pick up the furniture and refund money after 3 years.

Consumer's Final Response

(The consumer indicated he/she DID NOT accept the response from the business.)

I went to the buisness to buy this furniture, I was buying recliner for $800.00 with the sofa/loveseat, they said we will deliver in 2-3 months and we will get from itly, why I have to pay now, who knows they will close buisness, so we stop the purchase, and they found the recliner right way, I bought a lot of furniture from them, in my house formal dinning, nice kid bedset with mattress from them too, so they will deliver to my house after 14 days because no driver, everytime I goes and call, I said I want to talk with the head of store, he sits and on the computer, never help, lady in the customer service was so rude, I never call for no purchase, it is a big purchae, you have my id, credit card copy, this is all lie, I was cancelling purchase between 2 day, we can do that in their contract, I have to pay $500-600 restocking fee, so they never agree to do anything, I was calling them for help, no help, they are doing excuses for me, when I have manufacture warrenty, I called they said it does not covered, it was wear/tear/everybody come to my house and see foam on the floor, this is not righr, it took for me two years, warranty dept /or they send somebody, they finally send person, he saod he can not do that, if you want give me $600-700, I will fix and this is from the company, I am so upset, I am even going to court too, just to see sombody time values, I have to hold the phone for them so long, I think they give us very bad quality, returned from somebody too, another thing they have to deliver left behind for sofa legs, I have to go and get from there after so long, so please I am not going to take and fix, tell them pick up from my house the way they delivered, and close my account with their store, they are doing illegal buisness, they said to customers and even they offer to me too give us the cash, we wont charge sale tax, what people does over there, buy cash, so they give them discount couple hundred dollar, does not report to irs, that is a fraud, I go through a lot of hassel already, please tell them pick up from my house, not even sofa, all the furniture I got and return my money, they should learn the lession by false information, bad customer service, IRS fraud, so please help me this situation.

Review: I purchased a set of reclining sofa couches from Premier Furniture in Stockton California. Within two months of the purchase I started having problems with them. The recliner got stuck partially open and I was unable to put it back down. I immediately contacted Premier Furniture and they sent someone to look at them and the person who came told me he couldnt fix it they would have to take them. I contacted Premier Furniture and told them I wanted the couch replaced, they declined. They attempted to fix the problem and three weeks later the same problem all over again. I then found out the problem is with the mechanical frame, I showed them where it bends and doesnt allow the recliner to recline all the way. Premier Furniture came to take them again to attempt to fix for the second time and again I asked them to replace it and they refused. I also told them I have a one year warranty and they should honor it. Premier Furniture refused to and said its not their problem. I contacted the manufacture company and was told that the furniture store I bought the sofa, couches should be responsible for the furniture. This has been going on back and forth with Premier Furniture for almost a year now. I feel they are putting me off so the warranty will expire. I purchased this furniture of a cost of $2000.00 and trusted I was buying quality furniture and Premier Furnitures warranty would be honored if any issues came up. It is clear that this furniture is not made correctly and defected. All I want is for them to replace with a new set of couches a different style, or return them and zero out my balance and not owe them anything.Desired Settlement: All I want is for them to replace with a new set of couches a different style so the same issue doesn't happen again. Or return them and zero out my balance and not owe them anything.

Business

Response:

This letter is in response to the complaint filed by Mrs. [redacted]. Mrs. [redacted] purchased a sofa and loveseat on March 21, 2013. Mrs. [redacted] received the delivery of these pieces on Saturday, March 23, 2013. Mrs. [redacted] contacted our office in May 2013 almost 4 months after purchasing this furniture. Mrs. [redacted] had a problem with the loveseat, and we exchanged this piece out for a new loveseat on May 21, 2013 (please see attached documents).

The following October, after another 5 months, Mrs. [redacted] called our office saying the footrest on her sofa no longer closes. We gladly picked up her sofa on Tuesday, October 8, 2013 so that a Service Technician could properly make any repairs or adjustments to her sofa. We then delivered the sofa back to her home on Saturday, October 26, 2013, which Mrs. [redacted] did sign that the sofa was delivered back to her in good condition, and that she was satisfied with the work that had been done.

On January 8, 2014, Mrs. [redacted] contacted our office to say that all the footrests on both the sofa and the loveseat do not close. We then contacted the manufacturer on her behalf, of which they state this problem is not a defect but wear and tear from use. Mrs. [redacted] did in fact have a one year manufacturer's warranty that would cover manufacturers defects, not wear from the user that is caused over time. We are more than happy to send out a Service Technician, and order any parts that may be necessary at no charge to Mrs. [redacted], but she would be responsible for the labor and for the transportation fee. We have contacted Mrs. [redacted] in regards to scheduling this service however we have yet to hear back from her.

Review: I had been wanting an oak sleigh bed for about a year, my husband and I saved up the money to buy one. We are a single income family so that I can continue to go to school full time to complete my degree sooner. We looked online for places and sales but we were mainly looking for great quality. We ended up going to Premier Furniture in stockton on hammer lane. We walked in everything looked amazing and beautiful. We finally got some assistance from a sales clerk who helped us. He guaranteed us that we were investing in a long term lasting and top of the line quality piece of solid oak sleigh bed. He assured us we wouldn't find nothing like it in stockton of that quality. He was right I looked around more to see if that bed was around town and I didn't find it, so Ruhr next day my husband and I purchased the bed. It took a few days for it to be delivered to our house and set up. The set up was kind of "ify" they put four wood pieces under the bed (not sure if that's regular being this is the first time either of us has had a brand new bed, so it's all new to us) to"secure the bed and a little piece of wood in the center that went perpendicular to the center board. The bed squeaked EVERY time we got into the bed (which was guaranteed to us WOULD NOT HAPPEN because the bed was such top quality, well made and assembled) We had the bed for 14 days when the "solid" oak wood railing broke off from the bed. We were devastated that our bed didn't even last a year. We called about the problem and the last that helped us over the fun was just rude, careless about or feelings and our situation with THEIR product. We have to wait a week JUST for their maintenance guy to come a look at it and try to "reglue", basically, the piece on. If that doesn't work she said we well have to wait atleast 2 weeks to here from corporate and POSSIBLY replacement. My husband and I no longer can sleep together because we are having to sleep on the couch its VERY uncomfortable for him to do that plus go work 8 hrsDesired Settlement: I want my money back. I don't want NOTHING to do with this business. They violated my trust and gave scared me fur making future large purchased. This was our first experience with buying furniture brand new for our selves all our other furniture are "hand me downs" we were very proud to be able to make a purchase like this and now it's ruined by their deceit! We are very upset, discouraged and dissapointed by Premiere Furniture. We just want our money back, and this to be OVER!

Business

Response:

This letter is In response to the complaint filed by Mrs. [redacted], with the ¡D number listed above. Mrs. [redacted] and her husband purchased a 3-piece queen size bed from our store on February 21, 2015, and received their delivery two days later on February 25, 2015. Please refer to the attached sales invoice [redacted]). On March 9, 2015, the customer called to state that the side rail of the bed was broken. We have sold many of these beds, and have never heard of this problem. When asked how this occurred, the customer stated that they were not sure. We asked the customer to send pictures of the damage in order to proceed further with this claim. The pictures indicated that the support slats may have came loose, and our recommendation was to schedule a professional Technician for an assessment, and the customer agreed. The service was scheduled for Tuesday March 17, 2015, and the service was completed, and the customer signed that they were satisfied with the service (Please see the attached service report [redacted]). Please feel free to contact our office at ([redacted] with any questions you may have regarding this case.

Review: long story short I have been going back and forth w/premier furniture gallery related to reclining sofa set we bought on 8/3/14.started dealing with this issue since latter part of August,approx.we are now into December and sofa STILL has not been repaired. my husband even went to store to talk to mgr. who would not even speak to him! just rec'd email this morning that part has been finally ordered but will not be shipped until January 5th,2015... due to Lane furniture moving their location,warehouse closing for holidays,etc. we would like our money back or at least half of it and credit account closed with us owing premier furniture gallery nothing! NOTE: We did buy the set 'as is' but we did not expect it to be defective especially since it was brand name like Lane. No issues noted in store when we tried it out...but we did not turn it over like the furniture repair guy did that Premier sent out. which they are not using him for reasons unknown to us, store decided to take on repair of which nothing has happened for over 4 months now!!Desired Settlement: Would like all monies refunded and credit account closed with nothing owing. MAY settle for half of the monies being refunded.

Business

Response:

This letter is in response to the complaint filed by Mrs. [redacted]. Mrs. [redacted] and her husband purchased a sofa and loveseat set from our store on August 3, 2014. This set was sold Last One. As Is (Please refer to the attached sales invoice PF46117). On September 9, 2014, Mrs. [redacted] contacted our office to state that the center cushion was sinking on her sofa. Though this set was sold "As Is", I let Mrs. [redacted] know that I wold forward the claim to the manufacturer, which in this case is Lane, and Lane would contact her in regards to a repair service. Lane did in fact authorize the repair on her sofa, and sent a third party technician, of whom ordered parts for this repair. The parts order took a great deal of time, and Mrs. [redacted] contacted our office again to check status, as the third party technician failed to update Mrs. [redacted]. Upon investigation, some of the parts requested by the technician were unavailable, and Lane was unable to process the order.As a result of this delay in the repair process, and in hopes to expedite this matter, we offered to order the parts for Lane ourselves, and have our professional repair technician complete the necessary repairs in our warehouse, of which Mrs. [redacted] agreed. The parts were ordered on November 4, 2014 and the order was confirmed that same day. After a few weeks, we contacted Lane to check on the parts order, and we were told that due to the delays, the parts should be received by December 15, 2014. We updated Mrs. [redacted] about the situation, and apologized for the delay.On December 16, 2014, we contacted Lane again to check status on this parts order. We were advised that due to the Lane warehouse moving locations and a staff lay-of, and because of the holidays, all of Lane's part orders were delayed throughout the country. We were advised that Lane would resume order shipments on January 6, 2015. Again, we updated Ms. [redacted], and apologized for the delay. This situation is equally frustrating to us, as we are eager to make the repairs to Mrs. [redacted]'s sofa. At this point, we are at the mercy of the manufacturer, and we will continue to expedite this parts order as much as we possibly can. As soon as we receive the parts we will pick up Mrs. [redacted]'s sofa, repair it in our warehouse, and deliver it back to Mrs. [redacted]'s home to no cost to her. However, we are unable to refund Mrs. [redacted] since what she purchased was sold to her as is )Please refer to the attached store policy PF46117 signed by Mrs. [redacted]). Our store policy was understood and signed by Mr. [redacted] at the time of the sale. Specifically refer to Line1, which states: "Custom orders, As Is, Floor Models and Layaway sales are absolutely not subject to cancellation". At no time did we refuse to help Mrs. [redacted] with her claim, and we are still willing to complete the service, and we will continue to provide the customer with updates, as they are available. Please feel free to contact our office at ###-###-#### with any questions you may have regarding this case. Thank you,[redacted]Office Assistant?

Consumer

Response:

I am rejecting this response because:I originally spoke to Premier furniture gallery on 9/5/14. I had phoned in the latter part of August but I failed to obtain person's name that I spoke to originally. I then phoned again (on 9/5 as mentioned) and spoke with [redacted],not sure of name spelling, anyway she asked me to send pic of sofa,etc. and she herself would call me back or someone else would. I did not get a call back so I called again on 9/8 and at this time I spoke with [redacted]. She apparently was not able to locate info. She in turn asked if I could re-send pic., serial number, etc. I did as she asked. She then informed that a repair company that they work with will be contacting me to set up a time and date for him to come look at damage. repair man,[redacted] came out and looked at sofa and said he would have to call Premier and inform them of the damage and get the 'ok' to go ahead with repair. I am not sure if he needed the 'ok' from Premier or if Premier was going to contact [redacted] on my behalf.Anyway make a long story short..[redacted] did not come out again when I called and spoke to Alisha(?) again not sure of her name spelling, she stated that they had not heard back from Premier related to repair and that they had not received an 'ok' to order the part. This was on 10/29/14.No further contact w/repair co. I then called back to Premier and [redacted] said that they, Premier would be fixing the sofa for us and would need to order part from [redacted] and that once the part came in they would pick up sofa (free of charge) repair it and return to us,no charge. We know the conditions of the receipt but our whole issue is that the sofa was already defective when we bought it and that the damage did not show up until someone sat on that particular part of the sofa. When the repair tech they sent out initially flipped couch over there was not any serial number tag or any other tags attached,none whatsoever to sofa. The loveseat had all it's tags and we have not any problems with it. My understanding is that tags are not to be removed by anyone other than the consumer? am I wrong? this is the other reason we believe this sofa had been purchased previously then returned because of damage,especially since all tags were removed? [redacted] had to FIND the serial number for sofa. also I have a hard time believing that a manufacturing company as well know as [redacted] would be shut down and stop operating due to lay-offs etc. This sofa has a one year warranty from [redacted] and covers the recliner mechanisms, wooden frame components,etc. So again, regardless of it being the last one/sold as is is irrelevant to us because of the damaged piece. We requested that they pick up the set and refund our money. If their repair person is going to fix it when part comes in from [redacted] what difference does it make if they take it back,fix and re-sell it? We have done no damage to this set and if they agree to picking set up we are willing to accept a partial refund with no pick-up fees being imposed.

Business

Response:

This letter is in response to the complaint filed by Mrs. [redacted]. This matter has already been settled, as the parts needed to complete the repair of Mrs. [redacted]'s sofa will be received on Thursday January 15th, 2015, and we have already scheduled the pick up for the same day. This was scheduled with Mrs. [redacted] herself. Repairs will begin immediately following the pick up, and once completed we will return the sofa to Mrs. [redacted] at no charge. Please feel free to contact our office at ###-###-#### with any questions you may have regarding this case. Thank you.[redacted]Office Assistant

Consumer

Response:

I did receive the phone call from Lisa but what I was told is that the part is EXPECTED to be there on Thursday the 15th. and she wanted to go ahead and schedule pick up of sofa anyway because they do EXPECT the part to arrive on Thursday and repairs would be completed. Sofa would then be returned free of charge (picked up free of) (charge as well) so, NO I am not ready to accept their response until sofa has been actually repaired and returned so that we can see that it has been repaired to our satisfaction. Thank You.

Review: I bought sectional sofa from this store from salesperson name [redacted]. Before making my purchase final, I had asked [redacted] if the sectional didn't fit in my room can I return it. I repeated this question three times before making my purchase and he advised that I can return it without any problem. So when the sofa finally arrived on 01/05/2016, it didn't fit properly in my family room. We tried switching it around, but nothing worked. I called the store and spoke with [redacted] and she advised me that her delivery guys will take the sofa back on the same day ( which they did). My husband and I went back the same day to reselect another sectional or two piece sofa. We looked at different options and didn't like anything they had on floor. I told [redacted] and [redacted] that I will not be making any purchase since they didn't have anything that I liked. At that point, they mentioned their 25% restocking fee. Which I was not aware of even when I signed the purchase order. They pointed out that restocking fee is mentioned on purchase agreement. And my response to them was they should have mentioned this to me when I had asked [redacted] over and over again about making the return. I told them that I will not paying the fee since It was never mentioned to us. When I started pointing out they faults, [redacted] came up with attitude and refused to talk to me. I went over this situation with [redacted] over and over again but we couldn't reach any agreement. I had paid $327 cash to cover tax fee upfront. I was willing to pay delivery charges for both ways, but I don't want to pay for restocking fee. I'm sure majority of consumers will agree that not many of us read the fine lines. Major companies and retailers will verbally tell you what their return policy is (Especially if the consumer is asking you over and over again about returning the product if it didn't work). Or atleast highlight their return policy to pin point. I feel they neglected to provide me this information, so therefore I am not responsible for the fee.Desired Settlement: I would like the store to wave the restocking fee and just charge me the delivery fee for both ways.

Business

Response:

Dar Ms. [redacted] Reference to you letter with ID # [redacted] The customer bought this 3pc sectional on December 26th and has it delivered to their house on January 5, 2016. During the delivery, the customer said that the furniture is too big in their living room. They called us and informed us of the situation and they told us that they want to select on a smaller couches so it would fit in their living room. We agreed that they could return the merchandise provided that they reselect and they agreed on that. So the delivery guys brought it back to the warehouse. As a matter of fact, customer came over that same day to the store to reselect on something else. That day, they reselected a 6pc sectional and said they will come back again to finalize everything because it was already late that night when they showed up. Now, they changed their mind and just want to cancel everything. When they chose the merchandise, it is their responsibility to measure the area before they purchase. If they are not certain, they could have measured it before the delivery date. They have about 10 days to figure out if the merchandise would fit or not. The basic reason why a 25% restocking fee applies is when a customer decides to cancel. First, we got these merchandise all the way from LA, manufacturer charges us freight, cost of merchandise, and we hire services for delivery. When they decide to cancel, we have to pay for the fee to pick up back fee, then return it back to LA, and they charged us also restocking fee as well for shipping & processing charges. It is not something that we just implement because we want to; its like a chain reaction wherein everybody becomes affected. We also give them the option to have a store credit that is the initial agreement after they found out that the merchandise doesn’t fit on their living room. Store credit doesn’t expire so they can use it when they need to. We stand to our store policy of giving them a store credit, otherwise, a 25% restocking fee will apply. Should you need more clarification, please feel free to contact us. Sincerely, [redacted] Office Staff

Review: Bad Customer service. Bad store policies to sell the furnature.

I bought a table from the store and I paid half of the payment. They promissed to have it in 2 weeeks after 2 weeks they called me and told me the table takes 4 weeks to be delivers. I choose to return the tables they claim that even though I did not pay full and I did not take it home they will take 20% off the purchase if I returned it. The store manager was rude. I decide I will never buy from this store again and I returned the tables. Desired Settlement: I need my money back.

Business

Response:

Initial Business Response

This letter is in response to the case number listed above, med by Mr. [redacted].

Mr. [redacted] purchased a coffee table and two end tables from our store on November 6,'

2013. At the time of purchase, we did not have these tables in stock, so we had to order

them, and gave Mr. [redacted] the Estimate time of arrival of 2 to 4 weeks for us to receive this

order from the manufacturer, of which Mr. [redacted] signed for this time frame. Mr. [redacted]

did in fact pay only half of his balance, and told us he would return to pay the other half

when the merchandise came in.

After we placed this order, the manufacturer informed us that this particular item

was in fact discontinued, and was no longer available. We called Mr. [redacted] to inform him

that the manufacturer no longer makes the merchandise he ordered, and offered him store

credit for the deposit he put down totaling $267.00, so that he may reselect to something

else. He was unhappy with this option, and wanted to cancel.

We understand that there was a communication error, and would be happy to give

Mr. [redacted] a refund of the deposit he put down, totaling $267.00. All he would have to do

is come back in to our store and bring us his copy of the sales invoice, and the same Master

Card that he used to make the deposit, and we will refund him what he paid at that time.

Please feel free to contact our office with any questions you may have regarding this matter,

and we will be happy to provide you with any information that we may have.

Thank you.

Office Assistant