Richmond Furniture Gallery, Inc.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below
I have received of the calls, but no furniture or a date to when I might get it All I ever hear from them is we don't know where it isHow can it be in transit for daysIt seems to me they messed up my order and don't want to make it rightI work in a shipping department of a major manufacturer, we know what is on every truck is going in and outSo for him to keep telling me they don't know where it is seems like a lie.[Provide details of why you arenot satisfied with this resolution.]
Regards,
*** ***

Our goal at Richmond Furniture Gallery is to provide the best customer service and to make sure that our customer's orders are delivered as quickly as possibleThat said, we do not make or manufacture the furniture we sell so factory delays happen from time to timeWe inform our customers of this
possibility when the initial sale is made.We correspond with the factory after the order is placed to see where we are in the process, but sometimes they are unable to give us a clear estimated delivery dateWe understand that this can be frustrating to customers and do our best to get the furniture in as quickly as possible and keep our customers as informed about the process as possible.The customer purchased a sectional from us on 1/31/as a "Special Order"This means that the item is not something we normally stock and needed to be ordered for the customer from the factoryThe customer was made aware that the furniture has to be ordered and initialed the spot on the invoice that reads:"No refunds on special order items, this includes allowance for manufacture delays or finish variances."I have attached a copy to this letter.The good news is that part of the customer's order has arrived and we now have an estimated ship date on the remaining pieces os 3/15/which means we will call the customer to schedule a delivery date.We apologize for the inconvenience to the customer and will continue working diligently to get her furniture delivered as quickly as possible.Sincerely,Natalie R***

When the consumer initially called about an issue with their sofa, we promptly send a professional repairman from A-Furniture Repair Company to assess and repair the itemThe repairman reported that the issue on the sofa was occurring because the customer was using the two-seat sofa to seat more
than two people at a time as well as allowing individuals to sit in the center portion of the sofa (between its two seats).The sofa in question is a two-seat reclining sofa, made with two extra wide seats for comfortThe sofa is manufactured for only two individuals to sit in the center portion of each of the two seats (that is where the seats the firmest)As with any piece of reclining furniture it must be used properly and for the purpose intendedIf an individual sits on the edge or the end, it will move or bendSeat boxes for reclining furniture are reinforced in the middle of the cushion where the individual in meant to sit.We could replace the cushion core again but it will continue to do the same thing since the issue is not one of stability, but rather how the customer is using the product.We addressed the issue and provided photos of the item to the manufacturer and they say that this is comfort issue and the sofa is built correctlyThere is no defect or defective manufacturing processIt is the way it is made and works correctly and comfortably if used properly.We are sincerely sorry that the customers are not happy with the comfort of the itemThe manufacturer is willing to fix defects but cannot fix a comfort issue since there is no way to fix something that is not broken or defective.Sincerely,*** ***

Our foal at Richmond Furniture Gallery is to provide the best customer service and to make sure that our customer's orders are delivered as quickly as possibleThat said, we do not make or manufacture the furniture we sell so factory delays can happen from time to timeAs per our first letter, we inform our customers of this possibility when they order furniture and the customer signed the form starting that factory delays can happen.We have tried to keep the customer as informed as possible about the shipment of her furnitureSince the initial purchase, the sales man who worked with the customer has provided regular updates by phone to the customer regarding the status of her furniture.Additionally, our store manager left a message for the customer's son on the morning of 3/17/16, and then left another message for the customer on the evening of 3/18/to inform her that the furniture was in transit and that he would call her when it arrivedThe customer called back on 3/22/but our store manager was off that dayHe called her back on 3/23/to let her know that the furniture was still in transit and that he would call her to schedule a delivery immediately upon its delivery.Again, we sincerely apologize for the inconvenience to the customer and wish to assure the customer that we are working diligently to get her furniture delivered as quickly as possible.Sincerely,Natalie R***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below
[Provide details of why you are not satisfied with this resolution.]
Today is March 21, I have not received the call from them I have no idea when I am getting my furnitureThey never take my calls or call me back
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below
I have received of the calls, but no furniture or a date to when I might get it All I ever hear from them is we don't know where it isHow can it be in transit for daysIt seems to me they messed up my order and don't want to make it rightI work in a shipping department of a major manufacturer, we know what is on every truck is going in and outSo for him to keep telling me they don't know where it is seems like a lie
[Provide details of why you arenot satisfied with this resolution.]
Regards,
*** ***

Our foal at Richmond Furniture Gallery is to provide the best customer service and to make sure that our customer's orders are delivered as quickly as possible. That said, we do not make or manufacture the furniture we sell so factory delays can happen from time to time. As per our first letter, we inform our customers of this possibility when they order furniture and the customer signed the form starting that factory delays can happen.
We have tried to keep the customer as informed as possible about the shipment of her furniture. Since the initial purchase, the sales man who worked with the customer has provided regular updates by phone to the customer regarding the status of her furniture.
Additionally, our store manager left a message for the customer's son on the morning of 3/17/16, and then left another message for the customer on the evening of 3/18/16 to inform her that the furniture was in transit and that he would call her when it arrived. The customer called back on 3/22/16 but our store manager was off that day. He called her back on 3/23/16 to let her know that the furniture was still in transit and that he would call her to schedule a delivery immediately upon its delivery.
Again, we sincerely apologize for the inconvenience to the customer and wish to assure the customer that we are working diligently to get her furniture delivered as quickly as possible.
Sincerely,
Natalie R[redacted]

When the consumer initially called about an issue with their sofa, we promptly send a professional repairman from A-1 Furniture Repair Company to assess and repair the item. The repairman reported that the issue on the sofa was occurring because the customer was using the two-seat sofa to seat...

more than two people at a time as well as allowing individuals to sit in the center portion of the sofa (between its two seats).The sofa in question is a two-seat reclining sofa, made with two extra wide seats for comfort. The sofa is manufactured for only two individuals to sit in the center portion of each of the two seats (that is where the seats the firmest). As with any piece of reclining furniture it must be used properly and for the purpose intended. If an individual sits on the edge or the end, it will move or bend. Seat boxes for reclining furniture are reinforced in the middle of the cushion where the individual in meant to sit.
We could replace the cushion core again but it will continue to do the same thing since the issue is not one of stability, but rather how the customer is using the product.
We addressed the issue and provided photos of the item to the manufacturer and they say that this is comfort issue and the sofa is built correctly. There is no defect or defective manufacturing process. It is the way it is made and works correctly and comfortably if used properly.
We are sincerely sorry that the customers are not happy with the comfort of the item. The manufacturer is willing to fix defects but cannot fix a comfort issue since there is no way to fix something that is not broken or defective.
Sincerely,
[redacted]

Our goal at Richmond Furniture Gallery is to provide the best customer service and to make sure that our customer's orders are delivered as quickly as possible. That said, we do not make or manufacture the furniture we sell so factory delays happen from time to time. We inform our customers of...

this possibility when the initial sale is made.We correspond with the factory after the order is placed to see where we are in the process, but sometimes they are unable to give us a clear estimated delivery date. We understand that this can be frustrating to customers and do our best to get the furniture in as quickly as possible and keep our customers as informed about the process as possible.
The customer purchased a sectional from us on 1/31/16 as a "Special Order". This means that the item is not something we normally stock and needed to be ordered for the customer from the factory. The customer was made aware that the furniture has to be ordered and initialed the spot on the invoice that reads:
"No refunds on special order items, this includes allowance for manufacture delays or finish variances."
I have attached a copy to this letter.
The good news is that part of the customer's order has arrived and we now have an estimated ship date on the remaining pieces os 3/15/16 which means we will call the customer to schedule a delivery date.
We apologize for the inconvenience to the customer and will continue working diligently to get her furniture delivered as quickly as possible.
Sincerely,
Natalie R[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.[Provide details of why you are not satisfied with this resolution.]
Today is March 21, I have not received the call from them.  I have no idea when I am getting my furniture. They never take my calls or call me back.
Regards,
[redacted]