ROAM Data

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:The business response is typical of every other response they made over months. They say they care about the customer but do zero to resolve the issue. I waited over months for a dresser that they quoted to weeks. Every week I emailed to find out the status and every week they sent back an email saying they care about customers and they are looking in to it. I think people need to know this is not a reputable company. I have read other complaints where they offered $back to the customer. I guess since I was nice to them, I did not get this prize. This terrible company needs to be stopped.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
[Your Answer Here]on bedroom furniture discounts website warranty on cover page year on finish have been working with cust service since may have asked for kincaids response in writing from raguel g at bedroom furn cust service only have recived that she spoke to them I have asked by emailI called Kincaid at ###-###-#### when raguelg emailed me saying item no longer being made by Kincaid and bedroom furn discounts not selling anymore both are wrong.spoke with nancy at above number at Kincaid would help but needs to hear from bedroom furn discounts.I have not recived anything in writing with kincaids name on it to tell me they know anything about it I have asked twice no response.item has gone from mat finish to hi shine not in sunlight and we have used only feather duster on it.it is underyear warranty as you display on cover on website.kincaid still making item I called them and you are still selling.I informed raguel g of this so shecould help with warranty issue sent in sets of pictures.have not recived anything with kincaids email on it telling me they have been informed.thank you
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

Dear *** ***,Discount Living Rooms is sorry to hear the customer is unhappy with the outcome of this orderThe customer placed the order with us on March *, 2015, and the merchandise shipped from the manufacturer's warehouse on March **Per our Returns & Cancellations policy
(attached):- Any cancellation requests submitted hours after the order is placed are subject to the Returns Policy below.- Orders may be returned or cancelled within days of receipt for a refund equaling the purchase price minus both a 30% restocking fee and round-trip shipping and handling costsThese costs are deducted from the refund, regardless of whether you were you were originally invoiced for shipping or if the costs were discounted or free.You may also view our Returns & Cancellations Policy on our site: ***We also include a link to our Returns & Cancellations policy on all order confirmations sent to our customers immediately after placing an order with us. Should the customer have further questions or concerns, we encourage her to contact our Customer Success Team at *** ***.Kind regards

To Whom It May Concern,Bedroom Furniture Discounts apologizes for the delay in delivery, as we work closely with our delivery partners to ensure merchandise is delivered in a timely manner to our customersWe will have our delivery company contact the customer as soon as possible to schedule a
delivery date and time frame that is most convenient for her.Should she have any questions in the meantime, we encourage the customer to contact our Customer Success Team at ###-###-####.Kind regards

Dear *** ***,Dining Rooms Outlet is sorry to hear the customer was not happy with the furniture that she orderedOn January *, the customer placed an order for a dining room and bedroom setThe customer was scheduled for delivery on February *, and refused delivery of the dining set and the
chest and chesser of the bedroom set. Upon investigation with the manufacturer, there were no major damages to the merchandise, as the furniture is meant to have a distressed lookThe local delivery hub touched up the scratches to restore the merchandise to the manufacturer's standardsPer our Returns & Cancellations policy (attached): - We stand by our productsYou will not be charged for the re-delivery of any previously damaged productsWe reserve the right to fix damaged or defective pieces at our discretion.- Furniture with a distressed finish may have marks, spots, scratches, and/or other distress marks that are intentionally made by the manufacturer to achieve a "distressed" lookThese are not considered damages or defects.- Any cancellation requests submitted *hours after the order is placed are subject to the Returns Policy below:- Orders may be returned within days of receipt for an exchange or refund equaling the purchase price minus both a 30% restocking fee and round-trip shipping and handling costs each way. We attempted to re-deliver the items on March *, however the items were refused again, as the customer did not like the distressed lookOn March **, we issued a refund of the purchase price of the refused items minus a 30% restocking feeShould the customer have further questions or wish to discuss this matter in more detail, we encourage her to contact our Customer Success Team at ###-###-####.Kind regards

Dear *** ***,Bedroom Furniture Discounts deeply apologizes for the damages to our customer's furniture, as we know it can be frustrating to learn of damage to merchandise prior to delivery. We are solely a distributor and not a manufacturer and therefore do not stock merchandiseSince all
of the furniture is ordered from the manufacturer to our warehouse and then delivered to the customer, damage does occasionally occur in transportWhen this happens it is noted and we take the appropriate steps to rectify the matter.When the customer informed us of the issues regarding the bed that was delivered to her home on February ***, we immediately contacted the manufacturer to for further investigation of this particular item to determine an appropriate resolutionWe strongly encourage all customers to note any damage(s) on the Proof of Delivery form at the time of deliveryPer our Returns & Cancellations policy (attached):Upon delivery, you will be asked to sign a delivery slip indicating that the order was received in good conditionThoroughly inspect the furniture prior to signingIn the unlikely event that any part of your order arrives damaged, please write “damaged” on the delivery slip next to the damaged piece(s)In addition, please take pictures of items in question and email them to *** within hours of your delivery. Do not accept damaged furniture.Provided you note the issue on the delivery slip and photograph the items with issues and send us the photographs, the manufacturer will send replacement parts free of charge and the white glove delivery company will be able to bring the items to perfect condition. We stand by our productsYou will not be charged for the redelivery of any previously damaged productsWe reserve the right to fix damaged or defective pieces at our discretion.Only items marked damaged or defective on the delivery slip at the time of delivery are eligible for free repair or free replacement parts.Additionally, we have ordered brand new nightstands from the manufacturer, and will expedite these items to the customer as soon as they become available from the manufacturer's warehouse. We apologize again for any inconvenience this order has caused our customerShould she have further questions or concerns, we encourage her to contact our Customer Success Team at ###-###-####. Kind regards

Dear *** ***,Dining Rooms Outlet is sorry to hear of our customer's frustration regarding his delivery time frame window. When the customer placed his order with Dining Rooms Outlet, he was charged a shipping fee of $150.00, as the order total did not meet our $minimumThis fee
includes multiple inspections prior to delivery, as well as full assembly in the customer's home. The time frame established by the delivery company is set as a courtesy, and they do their best to keep delivery within this set time frameDelays do occur due to weather, delays in previous deliveries and many other scenariosUnfortunately, these delays are completely out of our controlInformation about our deliveries can be found in the document attached, as well as on our website: ***.We are unable to issue a refund of $to our customerShould he have further questions or concerns, we encourage him to contact our Customer Success Team at *** ***Kind regards

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
[Your Answer Here]
As of today, October *** 3pm, I have NOT heard from any customer service representative from this company nor have I been offered any financial compensation Once again, the company is not telling the truth I will call the number suggested, however, I do not have much hope of a resolution
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me and the matter has been resolved
Sincerely,
*** ***

Dear *** ***,When we learned of the damage to the customer's dresser from the delivery company, we informed him that the item would not be included in the delivery, as we do not deliver damaged furnitureThe customer never refused delivery of that itemThe replacement pieces have shipped from the manufacturer, and are currently en route to the delivery companyOnce delivered, we will have our delivery partner schedule the customer for delivery of the dresser as soon as possible.Per our Returns & Cancellations Policy:- Any cancellation requests submitted hours after the order is placed are subject to the Returns Policy below (also attached):- Orders may be returned or cancelled within days of receipt for a refund equalling the purchase price minus both a 30% restocking fee and round-trip shipping and handling costsThese costs are deducted from the refund, regardless of whether you were you were originally invoiced for shipping or if the costs were discounted or free.Should the customer have questions or concerns in the meantime, we encourage him to contact our Customer Success Team at ###-###-####.Kind regards

Dear *** ***,The customer was scheduled for delivery of the replacement chest on October *We will issue a full refund to the customer should she reject the piece upon delivery due to damages, as we reserve the right to restore damaged pieces, per our Returns & Cancellations policyOtherwise, the customer may return the piece within days of receipt for a refund of the purchase price minus a *0% restocking fee and round-trip shipping costs.Should she have further questions or wish to discuss this matter in more detail, we encourage the customer to contact our Customer Success Team at *** ***Kind regards

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
They sent out a tech to my house who clearly noted all the issues and tried to fix them. Could not fix them so he leftBedroom discount then sent out a second technician who basically instructed that this bed frame is completely junk and needs to be rebuilt, despite it being brand newWhen bedroom discount saw the price of the estimate, they sent me an email stating because it was delivered in acceptable condition, they did not need to do anything elseSo no matter what they say or do at this point I am not satisfied with their serviceIt took almost a year to get my entire order as it kept coming damaged and I finally got one that wasn't damaged at it still is defective yet no one will take responsibilityAnd now that they have seen how much it will cost to fix, they are no longer helping meThis is the absolute worst customer service.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

Dear *** ***,Bedroom Furniture Discounts deeply apologizes for the delivery delay, as we work closely with our freight shippers and local delivery partners to ensure merchandise is delivered to our customers in a timely mannerAlthough we strive to deliver merchandise within our 4-week time
frame, delays occasionally do occurIn this case, we have been in contact with the local shipper to have this order prioritized and loaded onto the next available truck as soon as possible.Our Customer Success Supervisor is currently reviewing the details of this order, and will be in contact with the customer to discuss compensation for the inconvenienceShould the customer have further questions or concerns, we encourage her to contact our Customer Success Team at ###-###-####.Kind regards

Dear *** ***,Dining Rooms Outlet is sorry to hear of our customer's frustration regarding his delivery time frame window. When the customer placed his order with Dining Rooms Outlet, he was charged a shipping fee of $150.00, as the order total did not meet our $minimumThis fee
includes multiple inspections prior to delivery, as well as full assembly in the customer's home. The time frame established by the delivery company is set as a courtesy, and they do their best to keep delivery within this set time frameDelays do occur due to weather, delays in previous deliveries and many other scenariosUnfortunately, these delays are completely out of our controlInformation about our deliveries can be found in the document attached, as well as on our website: ***.We are unable to issue a refund of $to our customerShould he have further questions or concerns, we encourage him to contact our Customer Success Team at *** ***Kind regards

Dear *** ***,Discount Living Rooms is sorry to hear of the issues with the customer's sofa setIn cases where merchandise is signed off as 'delivered in acceptable condition' upon initial delivery, it is up to the individual manufacturer to decide what items are eligible for free repair or
replacement. On August *, we filed a claim with the manufacturer for a replacement reclining mechanism, which was approved and delivered to the customer on September * and installed by a furniture technicianOn December **, the customer contacted us to report further reclining issues and partial fading of the leatherWe reported these issues to the manufacturer, and filed a claim at that timeBecause the frame of the collection, they could not issue replacement parts to the customerAdditionally, they do not replace leather due to the frame of this collectionLeather are made durable and are subject to wear and tearUnfortunately, both claims were denied.We apologize that there is nothing further we can do regarding these issuesShould the customer wish to discuss this matter in more detail, we encourage her to contact our Customer Success Team at ###-###-####.Kind regards

To Whom It May Concern,Unfortunately, the day return period has passed, as we no longer accept returns after that periodOur full Returns & Cancellations Policy is attached.Kind regards

To Whom It May Concern,Discount Living Rooms received an email from the customer on April **, stating that due to delivery delays and the fact that she would be traveling abroad during the summer, she could not find an alternate person to receive the merchandise and requested to cancel the orderAt that time, we informed her of our Returns & Cancellations policy, as well as the fees that would be applied.Below is the timeline between Discount Living Rooms and our customer:***- Customer placed her order with Discount Living Rooms***- Merchandise shipped from the manufacturer's warehouse; customer's card was charged, per our policy***- Customer inquired about delivery timeline and asked about possibly cancelling, decided to proceed with order***- Customer would not wait any longer, as she would not be available to accept delivery; informed customer of cancellation fees***- Refund was issued to customer less restocking and shipping fees, per our policy, attachedWe have supplied our Returns & Cancellations policy multiple times, which outlines the fees that would be deducted and why we apply themAttached is Returns & Cancellations policy, as well as the 'Click to Accept Terms' page for review. Kind regards

To Whom It May Concern,Bedroom Furniture Discounts offers Free White Glove Delivery for orders over $999.00, all orders above this amount will be charged for shippingYou may view our Free White Glove Delivery policy here: ***.Our customer received a compensation check in the amount of $for the inconvenienceThere is nothing further we can do for the customerShould he have any further questions or concerns, we encourage him to contact our Customer Success Team at ###-###-####.Kind regards

Dear *** ***,Discount Living Rooms is sorry to hear of the issues with the customer's sofa setIn cases where merchandise is signed off as 'delivered in acceptable condition' upon initial delivery, it is up to the individual manufacturer to decide what items are eligible for free repair or
replacement. On August *, we filed a claim with the manufacturer for a replacement reclining mechanism, which was approved and delivered to the customer on September * and installed by a furniture technicianOn December **, the customer contacted us to report further reclining issues and partial fading of the leatherWe reported these issues to the manufacturer, and filed a claim at that timeBecause the frame of the collection, they could not issue replacement parts to the customerAdditionally, they do not replace leather due to the frame of this collectionLeather are made durable and are subject to wear and tearUnfortunately, both claims were denied.We apologize that there is nothing further we can do regarding these issuesShould the customer wish to discuss this matter in more detail, we encourage her to contact our Customer Success Team at ###-###-####.Kind regards

Dear *** **,Bedroom Furniture Discounts deeply apologizes for any inconvenience our customer has experienced, as we work closely with our delivery partners to ensure all merchandise is thoroughly inspected to ensure all items are in perfect condition and all necessary hardware/parts needed for
assembly are available.The customer was scheduled for delivery on March **, 2016, however we were informed the delivery company was unable to assemble the bed, as the rails were missing metal inserts necessary to connect them to the headboard and footboardWe ordered the necessary hardware from the manufacturer to ship directly to the customerThe delivery company came to the customer's home on May *** to assemble the bed, however the rails would still not connect to the headboard and footboardWe ordered brand new replacement rails from the manufacturer, which shipped on May *** and are currently at the delivery company, who is working with the customer to coordinate a delivery date.Additionally, we issued the customer a refund of $on May *** for the overage she initially paid forWe apologize again for the inconvenience caused to our customerShould she have further questions or concerns, we encourage her to contact our Customer Success Team at ###-###-####.Kind regards