Richmond Furniture Showroom

Dear *** ***,
My name is *** *** and I am the store manager at Richmond
Furniture showroomToday 08/04/we resolved the issue with *** *** I
just wanted to respond and let the Revdex.com know that we never intended to be unprofessional
with *** ***They
were in position where we had to reselect sofa and loveseat
and it caused a delay and on top of it was a back ordered fabric so we did run
into additional delaysWe tried so hard to accommodate *** family with a
loaner set of equal value until her set arrivedWell today we are picking that
furniture up from ** *** as we were not able to refund 600$ of her balance which
was 950$This is the only way she was going to accept deliveryThis is very unfortunate
as a new business we try with every customer to excell in many areas especially
customer serviceI am sorry that the complaint was filed I truly hate the
situation they were extremely nice people
If there is any further response needed please let me know
We are indeed a professional new business and eventhough delays occur *** ***
could have been informed a few days sooner of back orderOnce again sincere
apologies and thank you
Sincerely,
*** ***

Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
I would like to correct some of the dishonest details that *** included in his response Firstly, the matter was not resolved on 8/4/ On 8/4/14, I contacted the *** ***, ***, in order to solidify a discount that a Richmond Manager had told me was a "done deal." In the last week of July, 2014, this manager, ***, told me that he had spoken to the owner and to *** and they agreed to discount my total to $1600, or a remaining balance of $( I was not asking for a $discount) I attempted to get this in writing the last week in July, but was told that *** suddenly fell ill and was unavailableThus, on Monday, August 4, when I contacted *** to confirm, I was surprised and frustrated that he neither agreed to, nor was willing to stand by a discount I had already been offered On Monday August 4, I talked with *** at length about the conversations I had had with the Richmond store and the promises they made me Unfortunately, the Richmond store denied ever offering me any monetary discount.
I explained to *** that I had been lied to already by ***, who had continuously blamed manufacturer delays, and thus insisted he was not responsible for the delay in my order However, I contacted the manufacturer directly and on July 24, 2014, *** *** at *** *** was able to tell me that the Richmond Furniture Show Room had not cleared the credit authorization to complete my order until July 21, *** informed me that there had been no manufacturer delay, and was the first person who was able to give me an accurate and honest estimation of when my order would arrive After contacting the manufacturer, I contacted the Richmond Furniture Showroom because they had been very dishonest about the transaction At the end of June 2014, when my order was originally estimated to arrive, *** insisted that the loaner set would only be in my home for a couple of days because my order should be in Richmond any day However, this was a lie, because at this point, six weeks after my visit to the store, the order had not even been cleared for production. I attempted to explain all of this to ***, but he told me he would not "debate" it with me, and that he had no reason to doubt *** *** constantly tried to find flaws in my explanation, and said that he believed his managers over a customer.
In addition, *** was unhappy that I had contacted the Revdex.com, admonishing me for doing so *** said that since I had already filed, he might as well "wash his hands" of me and my purchase I told *** that I would like him to talk to *** directly and that I would call him the next day August 5, to resolve the matterI called *** back the next day, and *** said that he had contacted the RFS, who continued to deny ever offering me a monetary discount At this point, he said that I could pay full price, or get a full refund I decided to contact the RFS for a full refund, and asked for my furniture to be picked up that night after I got off work I asked early in the day, around lunch time, that *** have cash or a certified check ready for me when they came to retrieve my furniture*** refused to give me cash, and insisted that all of his checks were certified I told *** that I wanted a certified check to ensure that I would have my full $refund and so that I knew the check would clear *** insisted that there was $20,in the account and that he would not write me a "hot check." I was persistent, but *** refused to get me a certified check On my behalf, my mother called *** and asked for a certified check, but because *** continued to refuse, told him that she expected the check to clear no problem the next day *** insisted, verbally and in writing, that this would not be a problem.
On the evening of August 5, the RFS came to pick up my furniture I was provided with a contract signed by ***, stating that he "guaranteed" that the check he was writing to be good and apologized for all of the inconveniences The next day, August 6, when I went to the bank to check the funds available, a teller at *** *** told me that there were insufficient funds to cash the check At this point, I was working, and my mother called the store again to explain that they had written me a bad check, and demanded that cash be available that evening After several phone calls with ***, the store was able to have funds delivered from the owner of the storefront in *** by about 5pm At that point, my sister went to the store for me and picked up the refund.
This has been an incredibly unprofessional and dishonest transaction all around I have been continually lied to by both Richmond Store Managers and the *** ***The delays were not due to the manufacturer, but rather I believe due to the store's insufficient credit However, the store continuously lied about this, and continued to promise that my furniture would arrive soon, even when they had not yet cleared it for production In addition rather than stand by a discount that had been offered to me, the store preferred to cancel our contract entirely I have been incredibly inconvenienced by having a sofa set, coffee table, and dining room table and chairs removed from my house in the middle of the weekIn addition, I believe *** knowingly wrote me a bad check as a refund for the furniture, which would explain why he refused to refund me with cash or a certified check - because the funds were unavailable At this point, I have the full amount in refund However, I do not think that this complaint should be marked as "customer satisfied." I would like the complaint to stand in order to help other consumers avoid the same dishonesty and hassle that RFS subjected me to.
I appreciate the Revdex.com's attempt at mediation, and I wish the RFS had been willing to stand by our agreement rather than cancel the transaction Please let me know if I can be of any additional assistance or provide supplemental information.
Regards,
*** ***

When something seems too good to be true - it really is. After waiting months to get a sofa and loveseat that should have been delivered in 4 weeks - I finally received the furniture. Both items are defective and this company’s response has been ineffective. In addition I was assured I would receive a discount due to the late arrival of the furniture but it was put on hold since what I received wasn't right. Then the company submitted a request to Furniture House Calls so they could come out and determine what was wrong. After waiting 2 weeks I finally called this service company who advised me they are not able to provide service for Richmond Furniture Showroom and I should call them to resolve the issue. Now the company's mailbox is "full". I will try going by the store but who know if they are even still in business. What a nightmare!

Review: I went to Richmond Furniture Showroom on 5/18/14. I chose a [redacted] set and was told that the furniture would be delivered within 4-6 weeks of my purchase. I was called on 5/20 and told that the fabric I chose was unavailable, and asked to choose another fabric. I asked the store manager, "A," to confirm the change via email, which he did not do. Five weeks later, on 6/21, I went to the store to set up delivery. A called after I left and told me that my fabric was backordered and the set wouldn't be delivered for an additional 2-3 weeks. I was not told at the time of purchase there was an issue with having it delivered within the 4-6 week window. A offered to put loaner furniture in my home when I told him I was unhappy with having to find out the news so close to delivery rather than being told when the order was placed. He apologized and told me he would call the following Mon.6/23 after he called [redacted]. I did not hear from A, so I called him 6/25. He said he still did not have a delivery date, but it was looking like 7/11. A was unprofessional, telling me even if he had told me many weeks in advance, I would be unhappy. I said that it's his responsibility to tell a customer of delays in delivery. A apologized and said that he would call me the next day after he checked on the status of the order. I did not hear from him. I called the manager above A, "B," the following Fri., 6/27. B assured me my loaner set would be delivered at 7pm. B repeated that my set would be delivered the week of 7/11 but refused to discuss discounting because the six weeks were not yet over. He was rude, saying the window did not begin until the order was placed, not when I purchased the furniture; he said he would call me the following Mon. or Tues. to discuss my invoice - I didn't hear from him. Loaner was delivered late, coffee table broken(replaced), dining set had broken chair, not yet replaced. I called [redacted] Corp., who called A. A told corp. that he would call me with delivery date 7/18. A did not call.Desired Settlement: I would like my furniture in a timely fashion, and a specific exact delivery date. I would also like my total to be discounted as much as possible to lessen my remaining balance. I have already deposited $1000.00. I am requesting a minimum of an additional 25% off the $1900 total for the inconvenience and lack of professionalism.

Business

Response:

Dear [redacted],

My name is [redacted] and I am the store manager at Richmond

Furniture showroom. Today 08/04/2014 we resolved the issue with [redacted] I

just wanted to respond and let the Revdex.com know that we never intended to be unprofessional

with [redacted]. They were in position where we had to reselect sofa and loveseat

and it caused a delay and on top of it was a back ordered fabric so we did run

into additional delays. We tried so hard to accommodate [redacted] family with a

loaner set of equal value until her set arrived. Well today we are picking that

furniture up from [redacted] as we were not able to refund 600$ of her balance which

was 950$. This is the only way she was going to accept delivery. This is very unfortunate

as a new business we try with every customer to excell in many areas especially

customer service. I am sorry that the complaint was filed I truly hate the

situation they were extremely nice people.

If there is any further response needed please let me know.

We are indeed a professional new business and eventhough delays occur [redacted]

could have been informed a few days sooner of back order. Once again sincere

apologies and thank you.

Sincerely,

Consumer

Response:

I have reviewed the offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

I would like to correct some of the dishonest details that [redacted] included in his response. Firstly, the matter was not resolved on 8/4/14. On 8/4/14, I contacted the [redacted], in order to solidify a discount that a Richmond Manager had told me was a "done deal." In the last week of July, 2014, this manager, [redacted], told me that he had spoken to the owner and to [redacted] and they agreed to discount my total to $1600, or a remaining balance of $600 ( I was not asking for a $600 discount). I attempted to get this in writing the last week in July, but was told that [redacted] suddenly fell ill and was unavailable. Thus, on Monday, August 4, when I contacted [redacted] to confirm, I was surprised and frustrated that he neither agreed to, nor was willing to stand by a discount I had already been offered. On Monday August 4, I talked with [redacted] at length about the conversations I had had with the Richmond store and the promises they made me. Unfortunately, the Richmond store denied ever offering me any monetary discount.