Prospect Florist

Hello I had spoke with this customer regarding this issue and he agreed for us to take this back for repairs. I had also let him know that it may take some time due to taking off the whole fabric and replacing it with a replacement parts. The customer and I ([redacted]) agreed he will be getting his...

sectional back by this week.

Tell us why here... On April 29th of 2016 Mrs. [redacted]Purchased from our parking lot sales were everything does not have a model number and its cash n carry items. In 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 is. And have no warranties and no refunds. We have signs put up at our location and every invoice is stamped with no warranties, no return, no exchanges and no refunds. She also was called on 05/01/2016 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 07/20/2015 and said she had problems. We 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 contacted. To their knowledge everything was good.The contacts that Mrs. [redacted] had with [redacted] (salesperson) were strictly conversations between them. American furniture had no knowledge of them. [redacted] in his text message clearly stated that he had purchased the part on EBAY. He was doing all of that on his own person and he states that he is trying to do all he can to help her out. Conversation between her and [redacted] are confidential and parts were not provided by American Furniture. [redacted] no longer is employed with American Furniture. American Furniture Has no Knowledge of what Model # or manufacture Mrs. [redacted] purchased due to it was a parking lot sale.

I was told by the salesman [redacted] that I...

eligibale for the 90 days same as cash.  He told me all he needed was my income information and banking account information.  He informed me as long as I paid the full balance within 90 days there would be no interest.  I gave him a $300 down payment(which was optional) and received and invoice only with my name, address, and telephone number. Also the furniture model number, amount I paid and still owned on the furniture, and a telephone number for the finance company.  I received the furniture on Sunday April 19th (which arrived damaged by delivery company).  The very next day the finance company called me to see if I received the furniture and to inform me of my upcoming payment of $49.92  that will be coming out everyweek.  I asked the lady from the finance company who set up the payment arrangement?  She assumed I had.  She then started to verify the information she had on me in the computer where the esign was done(I never did a esignature and the writing is not mine).  She realized the the information they had was not correct like my email adress(it was created by [redacted] is not my email address), [redacted] used his self as a reference, I receive pay once a month [redacted] put weekly, the esignature was done on the 20th I was in the store on the 16th, made up the amount of the payment,occupation was wrong, work phone number wrong, and the length of time I was at my job.  The lady from the finance company said that she did see where the information did not match up, but that I had to handle with American Furniture before they will release me out of the contract.  My account has been debited everyweek against my will or authorization.  Spoke to the manager  [redacted] at American Furniture Galleries and he said he was not aware that [redacted] did fraud on my account and offered me $100 but I told he that was unexceptable for fraud and did not agree to cancel fraudulant contract.

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 [redacted], (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

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.

On 6/30/14 Mrs. [redacted] made a purchase of two recliners chair with us.  Mrs. [redacted] did have issues with the chairs and they were replaced under warranty with two brand new chairs on 3/9/15 and 3/19/15.  Once chairs are replaced for a brand new set under warranty, the warranty for that...

item is over.  We can not keep replacing chairs for Mrs. [redacted] every year.

I am rejecting this response because:/American Furniture Galleries is not standing behind their product. Yes, I did purchase my couch in March 2014. I filed a claim with [redacted] (their warranty company) on 7/1/2015 for the following reasons: one seat/side is crooked, the other side is completely detached from the frame, 3 out of 5 seat cores need to be replaced (per [redacted]s tech inspection), the springs in one seat are close to poking through the fabric and 2 out of 3 reclining footrests have the stuffing coming out of them. That does not sound like "normal wear and tear" to me! [redacted] has done nothing but lie to me. He originally told me he knew nothing about my claim which he then took back after he learned I had filed this report. He sent technicians to my home to inspect the couch, technicians that spoke very little English (which is just bad customer service), he tried to tell me they told him these issues were my fault but after talking to these men they told me in their best English that they did not tell [redacted] this was "normal" but that they had said it was "broken and needs to be replaced". When I spoke to him on 9/4/15 and asked to speak to his manager he told me there was no one above him, only the owner to which he refused to forward my info to or to let me have their contact info. I called today 9/9/15 and spoke with a manager named [redacted] who said there is in fact a District Manager named [redacted] and he told me he would forward my info to this guy and I should expect a call next week...hopefully.My question is this, how was I to know I had a one year manufactures warranty? I have no paperwork on this and was not told at the time of purchase. The brochure I have for the $170 warranty I purchased states that every defect I have should be covered. Im not sure why this is not the case. I was only told about this manufactures warranty from the rep at [redacted] who told me that I needed to contact the store for the other repairs to which I am told would no longer be covered. [redacted] contacted American Furniture Galleries 4 times before having to refer me back to them due to the fact that no one responded with the information requested. I do not want to deal with a business that does not care about the customer. I want my money back for this couch since they are unwilling to fix it or the only choice I have is to take them to small claims court.

I got an email from Revdex.com that the Complaint ID# [redacted] has been closed.  However, I've been waiting for the American Furniture Gallery to come and inspect the furniture.  I talked to [redacted], the manager about a week ago and he scheduled an appointment for Tuesday (yesterday 8/25/15) from 1:00 pm - 5:00 pm.  I was actually in San Francisco and rushed home to make sure I get home by 1:00 pm.  I waited until 2:30 pm and then called the store to make sure that they are coming.  [redacted] picked up the phone and said that they are not coming and were waiting for the invoice number!  I was very upset and frustrated, since they should have all that information by now.  Also, I never got a phone call that they need the invoice number or they need to reschedule.  Now, [redacted] said that he will personally come on Sunday 8/30/15 to inspect the furniture.  Could you please open the claim again and I'll email you after they come to inspect the furniture.  I don't know what to do so the claim doesn't close! Thank yo very much for all your help,[redacted]

Mrs. [redacted], Made a purchase on June 14th, 2013 At American Furniture Galleries of a queen mattress set and mattress protection plan. This was delivered on June 16th, 2013 Mrs. [redacted] called and reported that she was having issues with her mattress so we set her up for an inspection. The...

inspection took place on March 29th, 2017 were the tech saw that the mattress is leaning to the side but also discovered that the mattress has a stain on the center. Under [redacted] Manufacture Warranty when a mattress has a stain it voids the warranty. On March 29th, 2017 we advised Mrs. [redacted] of the technician’s findings and she was not happy. We advised her that she did purchase a mattress pad and she would have to file a claim with Guardian the mattress pad company. They cover her mattress for 10yr. As per Mrs. [redacted]s request to replace her mattress I cannot do that because the manufactures warranty is void. I have attached the following. Copy of her invoiceCopy of the inspectionCopy of [redacted] Warranty CoverageCopy of her mattress protector 10yr plan

Consumer states:I would say about 70% the business did rectify the issues.

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

I am rejecting this response because: the dates were not accurate at all. I still do not have a night stand and I purchased this bedroom set over 6 months ago. We did agree to allow my wife and I to pick out a different bedroom set of the same value but we did not like any set that they had to offer. Also, if the bedroom set was " clearance" why are there pieces missing. The pieces were all there when we looked at it in the showcase floor. At this point.. Completely exhausted from going back and forth and $10,000 later still frustrated. I am grateful for the mattress exchange. That's about it.

We are in the process of handling this matter with the customer at the moment.  We have already notified Mrs. [redacted] that the item is our of stock from the manufacture until mid January.  Once the item lands in our ware house, we will deliver to her and refund her the cost of the item for...

any inconvenience.

To Whom It May Concern,I had spoke with customer and also sent a technician out to inspect the furniture and my technician stated all that needs to be done was exchange one of the pieces that is broken. I also had let the customer know that its past three days of furniture and we can not take...

anything back. Also our customer has had this furniture since 10/19/2017. Our store policy states stock merchandise returned within 3 days must be in it's original condition and packaging to receive a store credit.

Tell us why here...Dear [redacted];Mr. [redacted] bought a clearance bedroom set that was clearlymarked 50% off on the tag and on his receipt. The merchandise was all deliveredbut he refused some pieces. We came to an agreement for him to pick out another bedroomset of the same value and was given the option to go to our other 3locations and find something there. It has been 3 weeks since we have gave him the option and hehas  not made an attempt to come in, atthis time the offer will not be available  much longer and he will not be able toreselect and will have to wait for his night stand to be shipped from themanufacture. [redacted],American Furniture GalleriesComplaint # [redacted]

I am rejecting this response because: I would like to get refund back for my entire furniture. I did not get proper service and had to follow up for 5 months. I bought furniture with protection plan to ensure , I will have peace of mind for my hard earned money spent on buying the furniture. However, 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 it. I 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 issues. On first time buying they promised excellent service and charged for that after this incident they loose the credibility. My very humble request is to help me to get my full refund back.

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 2 years we can only repair the furniture.

I am rejecting this response because: I would like to get refund back for my entire furniture. I did not get proper service and had to follow up for 5 months. I bought furniture with protection plan to ensure , I will have peace of mind for my hard earned money spent on buying the furniture. However, 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 it. I 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 issues. This 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 refund. I 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 2015 soon. It seems American furniture has this 25% re-stocking fee rule to harass customers. Why 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 credibility. My very humble request is to help me to get my full refund back.

To whom it may concern,I have never got a claim from the protection company therefore I was not notified about this current problem. We 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 4 locations.  As for this customers issue with her furniture, it is past due with her warranty for one year that covers manufacture defects. After reading [redacted]'s statement of the problem its normal wear and tear from being used over a year and a half. Now with that being said, she did everything right with making the claim with the protection company. I 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 customer. As for her desired settlement, we are not allowed to stop the bill of her payments because it is a contract she had signed. Also we are not allowed to take back any furniture past 3 days of delivery or pick up.

Mr. [redacted] purchased a 6 piece sectional on October 12th, 2014 with our financing program, RAC ACCEPTANCE which is located inside our store. The total amount of the purchase was $2772.80 which was financed through RAC under a purchase rental lease agreement. Mr. [redacted] paid $159.00 in cash...

to American Furniture Galleries to cover the cost of the warranty as the warranty cost cannot be financed. Mr. [redacted] called American Furniture Galleries on January 26th, 2016 and stated that he was experiencing an issue with his sectional. We sent out a technician to do an inspection on February 2nd, 2016 and his findings were that the laf (left arm facing) has a cut on the seat cushion, a scratch on the front foot rest and also 1 armless missing rubber for handle. The technician had taken pictures of the sectional using his cell phone.  We sent the information and pictures to the manufacturer and they came to the decision to provide us parts in order to repair the sectional. Unfortunately, the pictures provided by our technicians were unclear and the warranty department requested new pictures so they can order the correct pieces. I’ve tried to contact Mr. [redacted] multiple times and have been unsuccessful.On February 15th, 2016 our RAC representative, [redacted], updated Mr. [redacted] on issue and resolution decision since we had been unable to get in contact with either of them. On March 16th, 2016 we attempted to contacted Mr. and Mrs. [redacted] but the number that we had on file was temporarily out service. On April 6th, 2016 we again attempted to contact Mr. and Mrs. [redacted] but the number was still temporarily out of service.On May 29th, 2016 [redacted] (RAC representative) called Mrs. [redacted] and notified her that we requested updated pictures and provided her with our email. On May 31st, 2016 [redacted] (RAC representative) called and spoke to Mrs. [redacted] and informed her that the manufacturer needs pictures in order to ship out the required parts.  On June 6th, 2016 [redacted] (RAC representative) called and spoke to Mr. [redacted] and informed him that we still need the pictures and provided him with the email address again because he stated he did not have it. Mr. [redacted] stated that he would pass this information along to his wife. Mrs. [redacted] called [redacted] (RAC representative) back that day and stated that she would not take any sort of pictures of the sectional. Mrs. [redacted] stated she didn’t need to take any pictures because the technician had already done that. [redacted] advised Mrs. [redacted] that without the requested pictures the manufacturer would not send out the parts. Mrs. [redacted] stated that she did not care and that she wanted a complete refund of the sectional instead. [redacted] let Mrs. [redacted] know that she could not issue a refund of what she had paid. Mrs. [redacted] then requested a corporate number for American Furniture Galleries. [redacted] let Mrs. [redacted] know that she only had the stores location number, Mrs. [redacted] stated she would attempt to find a corporate number on Google and that if she could not locate one she would give [redacted] a call back.Since that last call on June 6th, 2016 we have not received any pictures nor have we had any further contact with Mr. and Mrs. [redacted]We are trying everything in our power on our end to order the parts and repair the sectional, but unfortunately Mr. and Mrs. [redacted] are not being cooperative. Claim Number #11500555