Prospect Florist

Tell us why hereOn January 11th, Mrs [redacted] purchased a living set for the total retail price of $Mrs [redacted] was given an additional discount of $This put her new total at $4500.00.Mrs [redacted] delivery was January 13th of and shows that everything was received and there was no damageAlso our store policies were it states that stock merchandise can be returned within days to receive credit or replacement(Located at the bottom of the receipt) I have been working at American Furniture Galleries for years in the customer service department and have never had any contact with Mrs [redacted] , neither are there any notes on her account that she received damaged furniture or that a service call was made.On August 29th, was the 1st time Mr [redacted] contacted me and explained the process he went thru with Ultra shield (the extended warranty company) Mr [redacted] forwarded me emails he had with ultra-shield where they told him his claim is not covered but they would send someone to attempt the repairs as a courtesyI have no access to ultra-shields records as we are a separate company for the record I’m not refusing a serviceI scheduled Mr [redacted] for September 6th from 1-pmOn August 29th 2016, Mr [redacted] sent me an email requesting me to cancel his inspection two days after we scheduled this appointmentI responded to his email and informed Mr [redacted] that in order for me to help him I need to perform an inspectionI cancelled his inspection per Mr [redacted] request and offered to set him up for a different day and time he has yet to contact me to reschedule an inspection to have better knowledge of the problem and better assist themI have attached the following document Page Original sales orderPage Delivery confirmation signature and no notes written down that received damaged.Page Customer service appointmentPage Mr [redacted] request to cancel servicePage [redacted] response to cancel servicePage Mr [redacted] responsePage [redacted] offer to reschedule service

Hello, I apologize that you felt insulted in our storeOur current ad clearly states that the 30% off with no sales tax only applies to cash prices, and excludes advertised items, manager's specials, clearance items, factory closeouts, floor models, and certain mattress linesWith interest free financing, sales tax needs to be paidAs for the tax percentage, I am assuming by the complainant's location, that they went to our South Sacramento store that is often referred to as the "Elk Grove" store, however that store is located in Sacramento city lines, therefore it is subject to 8.5% sales tax not 8% like in Elk GroveAll of our locations aside from Rocklin are 8.5%.Tell us why here

Tell us why hereI am not refusing service; however there are steps that I have to follow by.Which I have already discussed with Mr [redacted] in our first conversation that took place on August 29th of 2016.I have attached a copy of our store policy which tells customers our policy regarding delivery or picked up merchandiseAnd the steps they need to take in case they see something wrong with their merchandise upon receiving itI have also attached a picture of the loveseat in question.Also I have attached a copy of Mr [redacted] Manufactures warranty ( [redacted] )I have not been given the opportunity to see what I can do about his loves seatAmerican furniture will not do any kind of refund as our store policy states that we need to assign a technician to be assigned to his invoice.I will have to forward that report to [redacted] Furniture his manufacture and see what they recommend based on the technicians report.Please let me know what Tuesday or Wednesday of the week I can send a technician to your home.Between the hours of 9am-1pm or 1pm-6pm.AttachmentsPAGE 1.Store policyPAGE store policyPAGE Loveseat PAGE [redacted] warrantyPAGE [redacted] warrantyPAGE [redacted] warranty

What we can do for this customer is I can refund him for the sectional since that's the issueEverything else with the furniture is fine there is absolutely nothing wrong with everything else that the customer hasI will be faxing over the original copy with the store policy stating that cancellations or returns will be subject to a minimum 25% restocking charge

Hello I had spoke with this customer regarding this issue and he agreed for us to take this back for repairsI had also let him know that it may take some time due to taking off the whole fabric and replacing it with a replacement partsThe customer and I (***) agreed he will be getting his sectional back by this week

I am also rejecting this response because if the furniture has manufacture defect, it would appear when the consumer picked it up and set it up at the house and know within a few daysThe furniture has been sitting at our customers house for about months nowSomething like this I don't mind giving our customer store credit for, but our consumer hasn't given us a chance to fix this issue before we could go to that step

To whom it may concern,I have never got a claim from the protection company therefore I was not notified about this current problemWe as a company normally deal with the protection company through emails, and sometimes I can understand that emails does not go through or maybe sent to the wrong location because we do have locations As for this customers issue with her furniture, it is past due with her warranty for one year that covers manufacture defectsAfter reading [redacted] 's statement of the problem its wear and tear from being used over a year and a halfNow with that being said, she did everything right with making the claim with the protection companyI have reached out to [redacted] She is representative with Ultra Shield, which is the protection company and wait her to forward this claim so we can resolve this issue with the customerAs for her desired settlement, we are not allowed to stop the bill of her payments because it is a contract she had signedAlso we are not allowed to take back any furniture past days of delivery or pick up

I am rejecting this response because: they know as much as I that I came in and initially spoke with [redacted] a day prior to coming into this store that I was [redacted] known [redacted] ***I will not waste anymore gas going back to this location.M

To Whom It May Concern,I Have spoken with customer and she's okay that we will be refunding what she had paid for the year protection planUnfortunately since its past one year on manufactures warranty the customer would have to go through with the protection planSince the year protection plan isn't moving forward with our customer we have no problem refunding what she had paid for it

We need to know which finance company that our customer wants us to cancelWe be more than happy to do so

We have spoken to customer to pick up the furniture for repair, but the customer insist that they get a full refund or a brand new set After years we can only repair the furniture

[redacted] and I have discussed this and will go and look at the chair that [redacted] has indicated Hopefully this will be an acceptable replacement and [redacted] can be comfortable.We are happy that our situation is receiving attention now, however this should have happened a year ago, with the same level of attention The delays and runaround that we had to deal with, along with [redacted] having to tolerate terrible squeaking if he wanted to use his chair, are completely unacceptable.From the response from the business:“AFTER MANY MONTHS OF NOT RECEIVING THE REPAIR PART FROM THE MANUFACTURER, [redacted] AUTHORIZED OUR CUSTOMER TO RESELECT A DIFFERENT CHAIR FOR THE VALUE PAID FOR THE ORIGINAL CHAIR.”We want to clarify a few things ourselves:The only reason that anything even progressed each time parts were reordered was because we called to follow up; return calls were not made when promisedThe only reason that [redacted] approved the replacement when they did was because we escalated the issue to their upper management If this hadn’t happened, I guarantee we would still be waiting for replacement parts.We want our experience documented so that American Furniture Galleries realizes that what we went through is not acceptable:No customer should have to deal with such incredible delays to fix a manufacturer defect, no matter how the item is marked down If the manufacturer is not responding, escalate the issue The customer should not have to drive this.A store should stand by their product or do whatever they can to make their customer's experience a good one so they will want to come there again.If you promise to return a call on a certain day or at a certain time, you should do it.When calling in to speak to a manager or ask for information, the information should be provided and the customer should not be verbally abused for asking for itThese things are just good business sense.We hope this replacement chair works out and we can finally be done with this situation.Thank you, [redacted] and [redacted]

American Furniture Galleries has reached out to our customer on 2/13/We are prepared to take care of the three areas that show damage on his sofa and loveseat.We are available immediately to resolve his concernsWe await his call to schedule the repair which will take approximately to days Please contact us as soon as you are able to arrange this serviceWe will provide service at no chargeWe await your call

I just wanted to Thank you for helping me with this matter I really appreciate your time and effort.I am extremely frustrated with the American Furniture galleries More than two weeks ago they told my receptionist that they have talked to the ultrashield company and they will fix the vanity I am still waiting for them to call and schedule an appointment As far as the remaining furniture, I would be more than happy to have them come and check the furniture Since I don't have the time to go back and forth with [redacted] and ***, (my husband initially) and my receptionist have been talking to them They keep giving us the run around We are open for any time that they can come and inspect the furniture Thanks again for your help

We are aware of the conversation had and we understand the store policy, which is why we called our sales person [redacted] in the first placeHe in turn gave us the wrong information and directed us to contact Ultra shieldI can not and will not take another day off to deal with this problem, we can not afford to do soWe paid good money for that furniture and never stopped making the payments regardless of the inadequate service, now the furniture is paid off and we never got what we paid forWe are done spinning our wheels our next step is to contact Kurtis from CBS news, so that everyone in this area will know about the scam being done at your place of businessWe want a refund and nothing else to do with American furniture galleries

Tell us why hereOn April 29th of Mrs [redacted] Purchased from our parking lot sales were everything does not have a model number and its cash n carry itemsIn Mrs [redacted] case she went thru Acceptance Now were it was explained by [redacted] (her salesperson) and [redacted] (Acceptance now manager) that all items are as isAnd have no warranties and no refundsWe have signs put up at our location and every invoice is stamped with no warranties, no return, no exchanges and no refundsShe also was called on 05/01/and asked by [redacted] that if everything was to her satisfaction and she said yes.Mrs [redacted] never contacted American Furniture (customer service department)I was unaware of this situation until she called 07/20/and said she had problemsWe explained that there are no warranties on clearance items.Acceptance Now was also never contacted or aware of the problem that was going on until Revdex.com was contactedTo their knowledge everything was good.The contacts that Mrs [redacted] had with [redacted] (salesperson) were strictly conversations between themAmerican furniture had no knowledge of them [redacted] in his text message clearly stated that he had purchased the part on EBAYHe was doing all of that on his own person and he states that he is trying to do all he can to help her outConversation between her and [redacted] are confidential and parts were not provided by American Furniture [redacted] no longer is employed with American FurnitureAmerican Furniture Has no Knowledge of what Model # or manufacture Mrs [redacted] purchased due to it was a parking lot sale

I am rejecting this response because: I feel this company should stand behind the furniture they sellAfter attempts by the warranty company to contact this store with no response, it took me filing this complaint to get a responseThey are now willing to fix issues on my couch but that just isn't good enoughThere are so many flaws from poor workmanship that need to be addressedWhile I know [redacted] is just doing his job, he is only doing so because I filed with the Revdex.comHe should have addressed this issue months ago when I filed a claim with the warranty company....isn't this why warranties are sold to customers??!! What good is a $warranty if they do not respond to a claim! *** refuses to give me a district manager or anyone above him information to talk to someone that has some authority to provide true customer service***'s only response is that I have had the couch for over a year, while this is true, I do not believe a $couch should be falling apart as bad as this one is from just sitting on itI could understand if I had young children that jumped on it daily but ours is just occasionally sat onEvery piece of our seater sectional has an issue but oneBuyer beware is what I have learned by dealing with this business!

I am rejecting this response because the information is not entirely true I did receive a chair in May of for ONE of the chairs that was cracking The chair that Ameridcan furniture sent was defective, therefore another one was sent in place of that chair and the defective chair they picked up That was for ONLY one of the chairs Now both chairs are tearing badly I have conditioned both chairs regularly with the leather conditioner American Furniture had given me.The warranty is for years No where on the warranty information does it state that it is only a one time use, it SAYS that it IS a yr warranty.Upon calling the Warranty Care company, they said that American Furniture had put a Service Hold on my account I paid for the warranty therefore I should had gotten the warranty.When I called American Furniture, they were very very rude and unprofessionalThey would not allow me to speak They told me to purchase more chairs and hung up on meThese chairs with warranty totaled up to $1,and should not be tearing every year like they are I have no kids and when we get home from work we sit in them for only 2-hours a night They should not be tearing up every year, I have only had them less than years.I would like to get a refund for the price of both chairs at this point

I am rejecting this response because: I would like to get refund back for my entire furnitureI did not get proper service and had to follow up for monthsI bought furniture with protection plan to ensure , I will have peace of mind for my hard earned money spent on buying the furnitureHowever, it was immensely stressful to get service for my sectional issue, after calling multiple times and leaving multiple message, there was never a call back from Mr[redacted] and even until last day Mr[redacted] was not clear if my sectional is fixed or he has to replace itI still have 3+ years of protection plan and I do not have trust any more that American Furniture will provide me any service for future issuesThis purchase was kind of forceful to me, when first time ( in Feb'2015) Mr[redacted] did not keep his promise to deliver my stuff on time, I requested for refundI made multiple calls and requests for refund , that time also he forces to deduct 25% for re-stocking fee I will provide the call details of soonIt seems American furniture has this 25% re-stocking fee rule to harass customersWhy would customer pay 25% for American furniture's bad customer services and mistreatment On first time buying they promised excellent service and charged for that after this incident they loose the credibilityMy very humble request is to help me to get my full refund back

Revdex.com: I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me I did receive notification that the part is being sent and will be installed when it arrives Thank you for your intervention