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Rosewood Retail Ltd.

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Reviews Rosewood Retail Ltd.

Rosewood Retail Ltd. Reviews (1)

Initial Business Response /* (1000, 5, 2016/06/20) */
Customer purchased a custom leather reclining sofa on 3-24-They signed the order agreeing to the terms and conditions of our business, The leather they selected was a tooled and embossed full grain leatherThe order was placed with the
factory on 3-25-We received notification from the factory on 3-28-that the tooled, embossed leather was too thick to apply to the inside arms and seat cushionsThe tooling would cause sticking when reclining due to the action of the recliner motion where the inside arm and the seat touch each otherThe factory recommended using a companion leather that was not tooled on the inside seats, arms and backs and the tooled leather on the front and outside arms, the side panels and the back
The customer came in and selected the leather to use as the companion leatherIt is the SAME full grain leather as the tooled leather, just not with the tooling which makes it smooth and will not stick when rubbing against the tooled leatherA change in order was written by our design consultant on 4-1-and the change was sent to the factory on the same daySince the leather would need to be hand cut at the factory due to using leathers the factory told use that it would need to be priced in the higher priced tool leather pricing which it was quoted to the customer that way originally
The order was placed into production at the factory and then was shipped to us on 5-16-My service manager notified the customer that it was here but they were not quite ready to have it deliveredThey then scheduled delivery a few days laterThe delivery was scheduled for 6-9-Prior to delivery Mr*** stopped in our store to see the sofaHe expressed some concern at the time that not more of the tooled leather was used but kept the delivery scheduledHe then called in and talked to our service manger before the delivery very upset, swearing and using the F word, claiming that the factory was trying to take advantage of himMy service manager advised him that he would not talk to him unless he quit swearing at himHe told him that he would have the designer that sold it to him contact himOur designer contacted him and he said that he felt he was being overcharged due to the fact that the higher priced tooled leather was not used on the complete sofaEven though our store was charged by the factory for the higher price tooled leather on the complete sofa due to the hand cut leather charge we offered to reduce the price for him to the lower priced (same quality) leather that was used where the tooled leather could not be
The reduced amount offered was $off of their balance due of $2,He said he would take that offer and kept the delivery dateHe then called back a few hours before the scheduled delivery and said that he could not afford the balance due because of some things that came up unexpectedly and needed financingOur store was not offering any special financing at the time but we offered him less of a discount due to the leather and months interest free financing if he was approvedHe then called back and talked to my wife (sales manager) and told her that he was just canceling the order and wanted his deposit backShe tried to explain to him that his request was not an option and he said he would be turning us over to the Revdex.com and hung upWe have had no contact with him since then
I feel that we have been VERY reasonable in trying to work with this customerWe offered him a discount even though we got charged the full amount from the factory and we offered him financing when he said he could not afford the balance dueWe just could not do the discount amount and the financing together due to the amount charged to us by the finance companyI find it very strange that there was no talk of not being able to afford the balance due until right before the deliveryEspecially when the balance due is shown clearly on his order copy
Our store did everything that was expected of us by a reasonable customerWe ordered the merchandise after they placed a deposit and a signed order with usWe changed the order when they agreed upon the change and we were all set to delivery the order until he began making unreasonable demands
Our terms and conditions stated on our order that they signed and also stated again on the folder they received very clearly spell out that this is customer made furnitureIt can be returned but restocking fees of 25% or 50% apply depending upon the typed of return being doneWe stand by those terms and conditions
Tom M
Owner
Initial Consumer Rebuttal /* (3000, 7, 2016/06/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
We are very unsatisfied with the sofaMy husband is an engineer and I am a certified teacher, so we do have the money for the sofaNorwalk Furniture said they will fight for the sofa for us, and they didn'tInstead, they did NOTHINGIf you see how much we pay for this sofa, and see how poorly the design, the way they put the sofa together, you will be upset, tooHow the sofa was down with the arms and others is not the way we expectThey have our deposit, so we understand they don't care of the result of the itemWe requested Norwalk Furniture to send the sofa back to the factory, and Norwalk Furniture refusedThe more we think about it, the more we disgustedThey will sell this sofa and they will not refund our deposit, this is their policyThere is a big different between not being able to do something and refusing to do something
Final Business Response /* (4000, 9, 2016/06/23) */
The sofa was manufactured to the specifications of the factory, ***It also passed their final inspection before they shipped it to our storeWe worked very closely with the factory when they said that they could not do the original leather on the complete sofaThe customer's claim of not doing anything are unjustified
We also agreed to a discount and/or financing to help the customer when they stated they were trying to figure out how to pay the balance dueHe stated that his house is crazy right now with contractors not getting their work done and people not paying him and he was trying to figure out the balance dueHe also mentioned about putting it on a credit cardHe then asked the question about financing and was told that we could offer him months no interest upon getting him approved but could not offer him the original agreed amount of the discount and the financingThe discount would have to be less if he wanted the financing tooHe also stated very clearly to our designer that he was not trying to jerk us around and that his full intentions were to take delivery of the sofaHe has now contradicted himself by not wanting the sofa and wanting his money back
Their claim of our store not caring because we have their deposit is also unjustifiedMy family has been in the furniture business for YEARS in our townWe did not get that accomplishment by taking customer's deposits and not providing delivery of a quality product
Our offer still standsWe want to deliver the sofa to them and will discount it the amount originally agreed upon and/or offer the months financing upon approvalWe will NOT return the deposit as stated in our terms and conditions that the customer agreed to when they signed the order
Final Consumer Response /* (4200, 12, 2016/07/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This sofa is still not the way we want it, even though the owner lower the priceWould never put down any deposit before seeing the real product

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Address: 784 N Lexington Springmill Rd, Mansfield, Ohio, United States, 06062-2368

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