Riley Funeral Home, Incorporated

Revdex.com:
I have reviewed the response made by the business in reference to *** ** *** and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
*** *** ** *** *** *** *** *** *** *** *** *** *** *** ***
I do not accept this because the ad I had taken in the store did not say it was a piece bunk bedWhen I went into the store to show concern about this, moments later was when the ad was changedI have screen shots of the ad that was postedAnd for the past two weeks of dealing with this, the regional manager decides that he wants to cuss at me and tell me that I have a drug problemThe regional managers name i* *** when they came to get the bed the men who showed up were intoxicated and were asking for drinks, food and tobacco productsThis is the most unprofessional company I have ever dealt with in my entire life.
Regards,
*** ***

Revdex.com:
I
have reviewed the response made by the business in reference to complaint ID *** and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved
Regards,
*** ***
The foam was replaced today, although the cover was not, it looks like *** will not replace itlI was not informed that the part was in until I filed a complaint

While we understand *** *** concerns and are very sorry for the miscommunications, we are not able to promise any specific arrival time for special ordered furniture and all invoices have this stated on them Clearly there were some errors in communication and we have refunded *** *** per
his request

Hi, we're very sorry about the troubles with the order. According to our terms on all of our invoices and receipts, as well as posted in the store, "All sales are final" as well as "Buyer agrees to measure doorways and stairways before ordering, as seller is not responsible for merchandise
that is too large to fit". We are happy to allow the customer re-select to something that will fitPlease stop by or browse our website, thanks!!

Hi, we are very sorry for any miscommunication on this layawayOur store policies are clearly posted in our store and on every receipt. All sales are final, including layaways. If you would please ask for *** the store manager next time you are in, he will take very good care of you. There are plenty of items in the store in the $range. Every past delivery problem has been resolved to every customer's satisfaction, we would not be in business for years if we did our customers wrong. Please come see ***, thanks!

Hi, we never heard back on our offered solutions on thisPlease advise which is the preferred solution? $refund check, $in store gift card, or new replacement bridge? Below was our last response:"Hi, we can offer $check refund or $in store creditAlso the, replacement bridge is in and ready for replacement instead, if that is still the preferred solutionWe can be ready to do that at anytime! "

We are very sorry for the miscommunication by that salesperson. I reviewed the order and do see where the customer was charged for chairs, not 6. It was also a steeply discounted price. We would happily beat any competitors price on the chairs and be the guaranteed lowest
price, but we could not give away an additional chairs for freeIf they would prefer a refund, I totally understand and that is fine as well

Again we are very sorry for the miscommunication on the order *** *** was delivered already, but we'll refund his delivery fee since it was not delivered when it was promised to be No one intentionally misled M* *** but the rest of the sales team at that store has been re-trained on how to give estimated delivery dates

Response:Repairs have been made at no charge to the consumer while under warranty. After the warranty period ended, [redacted] offered the dealer a 50% credit to help satisfy the consumer. Please keep in mind that the warranty is between the customer and the manufacturer, Winner Furniture has been...

actively working to assist customer with an amicable resolution.Sent on: 2/13/2016 10:55:48 AMSent by: 98.103.150.202

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint [redacted] and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]
  What I still have a problem with is that Winner Furniture and Ashley Furniture is still selling this durablend furniture that cracks, splits and peels IIin a short amount of time. I have some satisfaction but what about the consumers after me who will get ripped off with this garbage furniture.Its immoral and wrong and I wish the selling of this furniture could be stopped and they could suffer a class action and/or penalties.

Revdex.com:
I have reviewed the response 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.Unfortunately, this is the same response I been getting for almost 1 Year now!Winners Furniture Motto is “ we’re dedicated to make sure you have an excellent shopping experience “.  This is far from it!! This issue was elevated to the Chief Operation Officer Mr. [redacted], however I do not want a $ 200 in store/online credit since I have no need for any furniture, etc.I would like to get a $ 200 cash/ check. 
Regards,
[redacted]

We are very sorry about the miss communications on [redacted] order.   We believe there was a misunderstanding on some definitions of words.  By "in stock", the salesman meant it was in stock at the manufacturer's warehouse. We place orders to them daily, and they ship us truckloads...

of merchandise a couple times per week.  Normally merchandise from them arrives within 2 weeks. However, it is back ordered sometimes and takes longer to arrive. That is why all salesmen are supposed to say "Could be 2 weeks, but could be up to 8 weeks", and that is also printed on every sales invoice.  After the order is placed, the manufacturer provides us with an ESTIMATED arrival date. This is still an estimate and is not guaranteed to us, so we can not guarantee a specific arrival date.  On all sales invoices it explains this also, "Availability of merchandise is estimated according to information on hand at the time order is written. [We] can not be responsible for delays in delivery of merchandise occasioned by manufacturer's scheduling, stock on hand, availability of materials, transportation difficulty, or any other cause beyond the control of the seller".  We assure you as soon as the sectional hits OUR property, we will call as soon it does and schedule the delivery.  We are very sorry for the miscommunication, we wish we could have guaranteed dates and that they would come faster, but furniture is very large and bulky and must ship across the country in 18-wheelers, this is with all furniture stores and all furniture manufacturers.  I still show the sectional with an estimated arrival date to our warehouse of 7/21.

[redacted]  [redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I contacted the business after received the notice from Revdex.com and the response from the business, and they did verify that we could come in on Tuesday 10/10/17 and pick up the check for our refund since they can not refund us the cash hat we paid with.
Regards,
[redacted]

We took care of the customer last Thursday and she is completed.  We are very sorry the parts took so long to arrive from the manufacturer, but the day they arrived the warehouse director personally went out and delivered them. Thanks!

We are very sorry you have received conflicting information after your received your order.  The fact is, your pieces have already been re-ordered as you were promised and we are waiting for them to arrive from the manufacturer.  As soon as they arrive to our Distribution Center, you will...

be called for an appointment and we will exchange. Again, sorry for all the mixup, we are implementing new procedures in the Customer Service department to track future issues and correct them before customers are given conflicting information. We appreciate your patronage and look forward to serving you better next time!

First of all, we apologize for the poor service and taking such a long time to resolve the issue concerning the damaged bridge: We have reordered the Bridge - W325-27 and will exchange with the damaged one. Based on the information from the vendor, we should be able to have the exchange completed in...

approximately 2 weeks. In addition, The customer will also have up to $200 store credit to utilize. The customer can search online and contact me to complete the transaction or can do so in one of our stores The store credit offer is good for the next 30 days only.

In reviewing this account, I see where an exchange has already occurred and customer is complete.  We are very sorry for any miscommunication on the order, but glad to see it was resolved already.  Sometimes the salesmen will over promise and under-deliver, and we will re-train them on not...

promising things which can't be done. Thank you for letting us know.

Update:  As far as we know Mr. [redacted] is happy with his new bed.    Mr. [redacted] is the one who canceled his first appointment with the manufacturer's service tech.  We spoke with tech and asked if he could please see Mr [redacted] sooner and he said yes.  They got back in touch and the tech went out same day to see Mr [redacted].  Bed was indeed broken so they scheduled to have him swapped out to a different bed he liked.  [redacted] attempted to call Mr. [redacted] a couple times to formally apologize, but was unable to reach him.   [redacted] wanted to make it known he was sorry for the interaction they had and he has received reprimand and training.  We hope Mr [redacted] enjoys his new bed and if there are ever any problems, please contact Customer Service.  Thanks

Revdex.com:
I have reviewed the response 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.Firing the delivery guys does not solve for the lies told to us by the sales people.  The upfront deceptive sales tactics misled us into believing that a product could be delivered with in a certain time frame. Now, weeks later, they delivered a dresser that was damaged.  And as you can see from the voicemail received from [redacted] it was supposed to have been delivered first thing Monday morning. But it wasn't until after I called them at 4:30pm that they said they would deliver it. I told him it was raining and [redacted] said that's ok, it's in a box so it'll be protected. When it was delivered to my house it was not in a box and it was visibly damaged with an effort to cover it up. Why on earth would I ever want to give this company and more of my money in the future?!?!?  I would like a refund for this 3rd dresser that is on order. Saying sorry isn't going to cut it. Would like a refund on the current furniture purchased. 
Regards,
[redacted]

We are very sorry for the misunderstanding on the purchase price.  We beat any competitors price if it can be verified. The refund was processed the same day, but does take a few business days to process, today would be business day #1 so please give it 2 more days.