Initial Business Response /* (1000, 9, 2014/10/10) */
We are currently in the process of working with the consumer and hope to have this matter resolved by Oct 17th If any additional responses are required please let us know
I am rejecting this response because: They simply do not get it. They haven't gotten from the beginning and they still don't. Let me address their letter. We did make a purchase on March 25th, 2016. But the purchase was not for $1487.20 as they stated. It was for $2033.40 and this was explained repeatedly to Arlene and to Paul. We purchased a dining room table and six chairs. We purchased a sofa and a recliner. We purchased two lamp and a bed with a mattress. If you provide me the Revdex.com address, I would be happy to make copies of the invoices and the receipts. Next they state that there was, "some confusion on the delivery date." There was "some confusion," there was enormous confusion which led to enormous frustration and upset on our end. We spent days eating off our laps and trying to conduct daily business of our household without the furniture mentioned above. Please see the timeline that was included in our original letter.Our demand for compensation stems from the lack of delivery after I was told it would be delivered. Later when I told Tom how frustrating it was to live like this for all that time, he simply stated that he never told me to get rid of my previous furniture. I agreed and told him that he didn't say that but they did tell me to expect delivery on assigned date. I there, believing them made arrangements to make space for the new furniture. I simply could not fit the old and the new furniture in my house. So, no he did not tell me to get rid of the old furniture, but based on their call of delivery, I did what any reasonable person would do. I made room. They just don't get it.Next they talk about a "slight gap." It was not a "slight gap" and in fact both sets of delivery people were astounded by the size of the gap. By the way, the delivery people were always far more helpful than anyone at Royal Star, whether it was Arlene, Paul or Tom. "They proceeded to leave the items at Mr. [redacted]'s home so he was not without furniture as he states in his letter," is another example of how they simply don't get it or else it is an outright lie. We got final delivery of table on May 13th. We made the purchase on March 25th. Most of that time we had no furniture. The when delivery finally came we had more confusion about pick up the table for repairs. We finally got that straight and then lost the table for the repair period. According to the delivery people the table repair was not "adjusting the slides" but rather trimming of boards on the side that would not allow the table to go together.Then they state, "This is not correct, 25% of $1487.20 = $371.80." That could be so now lets do 25% of $2033.40 which equals $508.35. They just plain don't get it or don't want to get it and that is why things ended as they did. I never "threatened" anything. I did try to keep them informed but that was difficult. I was told by friends to check into Revdex.com and the attorney general's off to see if one or the was an appropriate place to seek help. I did that. i went to both websites and determined that my issues were appropriate for submission. I inform Royal Star of that because I thought it was only fair to let them know that I had reached a point of extreme frustration and my patience were wearing thin. No, I will not return the furniture for a refund, in fact, I hope to never have to speak to anyone there ever again. That is why I stated in the letter that I expected immediate compensation because if I didn't I was turning this over to other people. I had had it!Finally for them to even use the word extortion, for them to even suggest they made "several good faith attempts" and for them to suggest that I ever threatened is the most ludicrous thing I have ever heard. Throughout this long ordeal, I was polite, I was patient, I was respectful and never even raised my voice or made a threatening remark. On the other hand our patience was severely tried, our frustration was raise to an unbelievable level and all the time we got different stories with different dates from different people. I can't believe the gall they have and the amount of disrespect that they have shown.Sincerely,[redacted]
[redacted] Hard copy attached [redacted]To whom it may concern: On March 25th, 2016, Mr. [redacted] and his wife made a purchase at our [redacted] location in South St Paul totaling $1,487.20 plus tax. The items purchased were a solid oak dining room table with six chairs and reclining sofa with matching...
recliner. All of these item were located on our showroom floor for Mr. [redacted] and his wife to look over prior to purchasing and sold at less than half of their normal retail value. Upon completing the purchase, Mr. [redacted] signed the bottom of the sales receipt stating he acknowledges that "All Sales final- No exchanges or return" "All items sold AS-IS unless covered by a manufacturer's warranty" (please see attached copy of the sales receipt). There was some confusion on the delivery date between the sales person (Arleen) and the delivery company and, unfortunately, Mr. [redacted]'s items were not delivered on the date he expected them. We apologized for the inconvenience. Mr. [redacted]'s items were delivered on April 7th and the delivery company noticed that when the leaf was taken out of the table it did not close all the way. There was a slight gap (see attached picture). They contacted the store and we agreed that we would adjust the slides on the table for Mr. [redacted]. They proceeded to leave the items at Mr. [redacted]'s home so he was not without furniture as he states in his letter. A few days later the dining room table was picked up from Mr. [redacted]'s home, repaired and returned to him the next day. A few days later management was made aware that Mr. [redacted] was demanding $500.00 in compensation for his troubles which according to him is 25% of his purchase. This is not correct, 25% of $1487.20 = $371.80. The amount he was demanding was, unfortunately, out of the question so management apologized and opted to offer him a full refund of his purchases and we would pick them up from his residence. Mr. [redacted] rejected the offer for a refund and continued his demand for $500 in compensation and threatened that he would write to Revdex.com and Attorney General if he did not receive this amount. February 19th Mr. [redacted] sent a letter to our [redacted] office again stating his demand for $500 in compensation or threating to turn the issue over to the Revdex.com and Attorney General (see attached letter). He also stated that he checked with the Revdex.com and Attorney General to determine that this is appropriate. (To demand $500 in compensation?) After we received the letter with Mr. [redacted]'s demands, our purchasing manager, Tom followed up with him stating that he would look into his issues. After getting all of the details from Mr. [redacted], the sales staff, and the delivery company Tom and the owner decided to offer Mr. [redacted] a refund of $100 for his troubles. Mr. [redacted] declined the offer stating that the amount was an insult to him. Again, Tom extended the offer of a full refund and to have the items removed from the [redacted]'s residence since he was not happy. Mr. [redacted] declined the offer stating that he would be inconvenienced again by not having any furniture. Tom offered to let Mr. [redacted] continue to use our furniture until they selected furniture from another retailer and the day it would be delivered we would remove our merchandise one hour prior as to not inconvenience him any further, again he declined.At this point we feel that we have made several good faith attempts to rectify the situation with Mr. [redacted] and he is unwilling to agree to any of them. We also feel at this time Mr. [redacted]'s threats and demands for financial compensation or taking further action against us are on the borderline of extortion. We will offer one last time to pick up and refund Mr. [redacted]'s full purchase price providing that the items purchased are still in the same condition as they were when they left our showroom. If Mr. [redacted] declines this final offer, we will consider this issue resolved and have no further contact with Mr. [redacted].
Initial Business Response /* (1000, 9, 2014/10/10) */
We are currently in the process of working with the consumer and hope to have this matter resolved by Oct 17th If any additional responses are required please let us know
I am rejecting this response because: They simply do not get it. They haven't gotten from the beginning and they still don't. Let me address their letter. We did make a purchase on March 25th, 2016. But the purchase was not for $1487.20 as they stated. It was for $2033.40 and this was explained repeatedly to Arlene and to Paul. We purchased a dining room table and six chairs. We purchased a sofa and a recliner. We purchased two lamp and a bed with a mattress. If you provide me the Revdex.com address, I would be happy to make copies of the invoices and the receipts. Next they state that there was, "some confusion on the delivery date." There was "some confusion," there was enormous confusion which led to enormous frustration and upset on our end. We spent days eating off our laps and trying to conduct daily business of our household without the furniture mentioned above. Please see the timeline that was included in our original letter.Our demand for compensation stems from the lack of delivery after I was told it would be delivered. Later when I told Tom how frustrating it was to live like this for all that time, he simply stated that he never told me to get rid of my previous furniture. I agreed and told him that he didn't say that but they did tell me to expect delivery on assigned date. I there, believing them made arrangements to make space for the new furniture. I simply could not fit the old and the new furniture in my house. So, no he did not tell me to get rid of the old furniture, but based on their call of delivery, I did what any reasonable person would do. I made room. They just don't get it.Next they talk about a "slight gap." It was not a "slight gap" and in fact both sets of delivery people were astounded by the size of the gap. By the way, the delivery people were always far more helpful than anyone at Royal Star, whether it was Arlene, Paul or Tom. "They proceeded to leave the items at Mr. [redacted]'s home so he was not without furniture as he states in his letter," is another example of how they simply don't get it or else it is an outright lie. We got final delivery of table on May 13th. We made the purchase on March 25th. Most of that time we had no furniture. The when delivery finally came we had more confusion about pick up the table for repairs. We finally got that straight and then lost the table for the repair period. According to the delivery people the table repair was not "adjusting the slides" but rather trimming of boards on the side that would not allow the table to go together.Then they state, "This is not correct, 25% of $1487.20 = $371.80." That could be so now lets do 25% of $2033.40 which equals $508.35. They just plain don't get it or don't want to get it and that is why things ended as they did. I never "threatened" anything. I did try to keep them informed but that was difficult. I was told by friends to check into Revdex.com and the attorney general's off to see if one or the was an appropriate place to seek help. I did that. i went to both websites and determined that my issues were appropriate for submission. I inform Royal Star of that because I thought it was only fair to let them know that I had reached a point of extreme frustration and my patience were wearing thin. No, I will not return the furniture for a refund, in fact, I hope to never have to speak to anyone there ever again. That is why I stated in the letter that I expected immediate compensation because if I didn't I was turning this over to other people. I had had it!Finally for them to even use the word extortion, for them to even suggest they made "several good faith attempts" and for them to suggest that I ever threatened is the most ludicrous thing I have ever heard. Throughout this long ordeal, I was polite, I was patient, I was respectful and never even raised my voice or made a threatening remark. On the other hand our patience was severely tried, our frustration was raise to an unbelievable level and all the time we got different stories with different dates from different people. I can't believe the gall they have and the amount of disrespect that they have shown.Sincerely,[redacted]
[redacted] Hard copy attached [redacted]To whom it may concern: On March 25th, 2016, Mr. [redacted] and his wife made a purchase at our [redacted] location in South St Paul totaling $1,487.20 plus tax. The items purchased were a solid oak dining room table with six chairs and reclining sofa with matching...
recliner. All of these item were located on our showroom floor for Mr. [redacted] and his wife to look over prior to purchasing and sold at less than half of their normal retail value. Upon completing the purchase, Mr. [redacted] signed the bottom of the sales receipt stating he acknowledges that "All Sales final- No exchanges or return" "All items sold AS-IS unless covered by a manufacturer's warranty" (please see attached copy of the sales receipt). There was some confusion on the delivery date between the sales person (Arleen) and the delivery company and, unfortunately, Mr. [redacted]'s items were not delivered on the date he expected them. We apologized for the inconvenience. Mr. [redacted]'s items were delivered on April 7th and the delivery company noticed that when the leaf was taken out of the table it did not close all the way. There was a slight gap (see attached picture). They contacted the store and we agreed that we would adjust the slides on the table for Mr. [redacted]. They proceeded to leave the items at Mr. [redacted]'s home so he was not without furniture as he states in his letter. A few days later the dining room table was picked up from Mr. [redacted]'s home, repaired and returned to him the next day. A few days later management was made aware that Mr. [redacted] was demanding $500.00 in compensation for his troubles which according to him is 25% of his purchase. This is not correct, 25% of $1487.20 = $371.80. The amount he was demanding was, unfortunately, out of the question so management apologized and opted to offer him a full refund of his purchases and we would pick them up from his residence. Mr. [redacted] rejected the offer for a refund and continued his demand for $500 in compensation and threatened that he would write to Revdex.com and Attorney General if he did not receive this amount. February 19th Mr. [redacted] sent a letter to our [redacted] office again stating his demand for $500 in compensation or threating to turn the issue over to the Revdex.com and Attorney General (see attached letter). He also stated that he checked with the Revdex.com and Attorney General to determine that this is appropriate. (To demand $500 in compensation?) After we received the letter with Mr. [redacted]'s demands, our purchasing manager, Tom followed up with him stating that he would look into his issues. After getting all of the details from Mr. [redacted], the sales staff, and the delivery company Tom and the owner decided to offer Mr. [redacted] a refund of $100 for his troubles. Mr. [redacted] declined the offer stating that the amount was an insult to him. Again, Tom extended the offer of a full refund and to have the items removed from the [redacted]'s residence since he was not happy. Mr. [redacted] declined the offer stating that he would be inconvenienced again by not having any furniture. Tom offered to let Mr. [redacted] continue to use our furniture until they selected furniture from another retailer and the day it would be delivered we would remove our merchandise one hour prior as to not inconvenience him any further, again he declined.At this point we feel that we have made several good faith attempts to rectify the situation with Mr. [redacted] and he is unwilling to agree to any of them. We also feel at this time Mr. [redacted]'s threats and demands for financial compensation or taking further action against us are on the borderline of extortion. We will offer one last time to pick up and refund Mr. [redacted]'s full purchase price providing that the items purchased are still in the same condition as they were when they left our showroom. If Mr. [redacted] declines this final offer, we will consider this issue resolved and have no further contact with Mr. [redacted].