Dear Ms. [redacted],
I thank you for your May 15, 2015, correspondence. After
reviewing Mr. [redacted]’s complaint, I was surprised to learn of several
circumstances that were outlined in his complaint not know to us prior to this
day. Ruby Gordon has built a strong
history in the Rochester...
area in the past seventy-nine years. The only way that a company can build such a
history is being concerned and devoted to our customer’s satisfaction. Mr. [redacted] is no exception to our core
values.
Ruby Gordon contacted Mr. [redacted] today, May 19, 2015, and
apologized for his inconvenience. We explained that we were unaware of the
extent of his circumstances until receiving this complaint, and we were
concerned for not only his safety but also his comfort with his bad hip. We will be exchanging Mr. [redacted]’s faulty
recliner with a new one on May 21, 2015, resolving this issue.Sincerely,[redacted]Operations ManagerRuby Gordon Furniture
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Regards,
[redacted]
When the repair person came the second time, he said that the cushion material has shifted, and that was not normal, I still demand that Ruby Gordon or [redacted] adsorb the repair cost. For $4000 + dollars this furniture should not have the appearance of a $500 sofa etc.. If necessary I will pursue legal advise and action if necessary.
To whom it may concern, Ruby-Gordon Furniture, as a retailer, is always concerned for its customers and attempts to resolve all problems in the best interest of its customers. In addition, Ruby-Gordon understands why Ms. [redacted] is discouraged with her particular situation and sympathizes...
with her feelings. Ms. [redacted] received the delivery of her sectional at her home on March 25, 2017. Upon delivery, it was found that the wedge section of her sectional could not be attached to the adjoining piece. Ruby-Gordon Furniture spoke with Ms. [redacted] on 3/27/2017 when she informed the company’s service department of the situation she was facing and how the delivery personnel attempted to connect this piece but was unable to do so. The feature that Ms. [redacted] complaint is based on is offered by the manufacturer to allow making her sectional into a single piece versus several pieces and keeps all of the pieces within place. This feature does not affect the seating or the overall functionality of the piece. A technician came to Ms. [redacted]’s home on April 3, 2017, and examined the unit. It was determined that the tee-nut holding the connector pin was loose causing the issue. Because the connector is simply loose, it would not be considered a manufacturer defect. The technician explained to Ms. [redacted] what was wrong with the unit, and offered to complete the repair at that time. Unfortunately, Ms. [redacted] refused service. After finding out Ms. [redacted] refused to have her connector pin fixed, Ruby-Gordon called Ms. [redacted] to explain the situation. In addition, Ruby-Gordon spoke to the manufacturer who stated the manufacturer would stand behind their product; however, because the repair was a minor one it would not warrant a new wedge. Like all manufacturers from any sector, they do reserve the right to repair or replace which is determined by the complexity of the problem and whether the problem is considered a defect. Once again, Ruby-Gordon Furniture understands Ms. [redacted]’s view with the situation; however, the solution to her problem would be repairing the unit. Sincerely, David E[redacted] Ruby-Gordon Furniture
We understand Ms. [redacted]’s concerns. What Ms. [redacted] has experienced is a dye
lot difference. This means that a
different shade of the correct color has been produced because of differences
in temperature, dyeing time, humidity, and the fabric content (e.g. wool,
cotton, synthetic). As mentioned in the
previous response even different crops of cotton can cause a change in a dye
lot. In addition, the growing process of
cotton (e.g. drought or high amount of rainfall) can affect the dyeing
process. These are all of the reasons
why, all furniture companies inform their consumer’s concerning dye lot
differences. As noted in the previous
response. Ms. [redacted] inspection of
her furniture was based on the possibility of a dye lot difference. Furthermore as a company, Ruby-Gordon does
sell a considerable amount of custom-made upholstered furniture without similar
disputes through your agency.
However, in the spirit of cooperation, Ruby-Gordon furniture will
discount the customer’s purchase by $200.00.
However, the furniture will need to be picked up by the customer before
December 15. If the furniture is not
taken by that date, Ruby-Gordon will begin to assess storage fees to the furniture
that we have been storing since April.
Sincerely,
David Edmonds
We at Ruby Gordon are deeply concerned on all the complaints that are mentioned by the [redacted] I Have spoken to Mr [redacted] and have come to a resolution to their problem with their product . this is a learning experience for our growing company and will always strive for customer satisfaction.
This is the response to
complaint [redacted]The [redacted] purchased
a sofa, loveseat, and ottoman by the Italian company [redacted] and received their
pieces on 8/6/2014. Ruby-Gordon
Furniture first went to the [redacted] home on 6/18/2015. Our technician inspected the...
customer’s
pieces and reported that what [redacted] were experiencing was normal wear
for pieces of upholstery that are padded top cushion units. However, the [redacted] did not like the
fact that the pieces were wrinkling with use. All leather units, including padded top cushion units will form the
wrinkling that is associated with leather pieces over time as the pieces
conform to the amount of use. As the [redacted]
mentioned in their summary, we returned a second time. Once again, the technician reported that the
wear of the unit was normal and the problem was that they did not like the
style of unit because of the wrinkles that are the result of the wear. The technician stated that the units could be
re-padded eliminating some of the wrinkling but all of the wrinkling. In addition, the same issue would reoccur
again. However, that there would be a
cost associated to the repair of the units. The reason for this was twofold. First, the manufacturer’s warranty does not cover wear and tear of the
product, but any manufacturing defects, which the pieces did not have. Secondly, by this time the warranty period
had expired. The [redacted] felt
that this was unacceptable for them, and demanded that they have this issue
resolved without paying. In order to
facilitate cooperation with the customer, Ruby-Gordon furniture offered to pay
for the parts, leaving the labor to the consumer. However, this too was unacceptable. Ruby-Gordon has approached the manufacturer
for assistance for the labor cost of the unit. However, at this time the manufacturer stands behinds its terms and
conditions of the warranty and does not feel that it should bear the
responsibility for a unit that does not have a manufacturing defect. Furthermore, the manufacturer [redacted] and
Ruby-Gordon cannot guarantee that the unit would be free of wrinkles as the
[redacted] expect. The only thing that Ruby-Gordon can guarantee is that
the repairs will be done within the manufacturer’s specifications. Furthermore, Ruby-Gordon has already ordered
the replacement parts at the company’s expense and is awaiting them to arrive
from overseas. However, at this time the
labor cost for any repairs will be the [redacted] responsibility.
The sequence of events is essentially correct: we delivered a reclining sofa to Ms. [redacted] 8/24/2013. Her service issue was called in to us on 11/17/2014 at which time I told here I would contact a service contractor (we use outside contractors for upholstery service work), but...
that the labor was no longer covered by the terms of the manufacturer's warranty which covers labor for 1 year from date of delivery. This 1 year is standard for all furniture manufacturers. She agreed at that point that there would need be a service charge from the service tech and I forwarded her information to the company we use. Later she called and said we should pay the $175. Unfortunately, there was nothing more I could do. She called back later to our office manager who talked to me and we worked out a offer to accept a $200 discount to keep as-is if she did not want to pay for repair, or we would pick up her sofa and return it no charge after repair, but she would still need to pay for the cost of the repair to the independent repair service.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]
Thank you for your correspondence on April 25, 2016 concerning Mr. [redacted] mattress, file number [redacted]. Ruby Gordon Inc.’s eighty-year history is built on the concern and devotion to our customer’s satisfaction. Mr. [redacted] is no exception to our core values. As...
per the terms and conditions of the sale, which was provided to Mr. [redacted], Ruby-Gordon Inc. does provide a one-year warranty for the goods sold under his sales contract, specifically in this case for his mattress by the manufacturer [redacted]. The terms state, “That the goods sold will be free from manufacturers defect defined as quality, construction, fit, and finish within the standards and specifications set forth by the manufacturer.” On March 31, 2016, Mr. [redacted]’s mattress was inspected. The method for the inspection is based on the procedure set forth by the manufacturer [redacted]. Utilizing this procedure, Mr. [redacted]’s mattress was measured to determine if it was defective. What was found was that Mr. [redacted]’s mattress had an impression 7/8th of an inch. According to the bedding manufacturer [redacted], the impression on Mr. [redacted]’s mattress is within the specification of a “normal body impression”. If the mattress had an impression greater than 1.5 inches, the mattress would be defective and subsequently replaced. Unfortunately, in this case, Mr. [redacted]’s mattress did not fit within those parameters. This information is present in the manufacturer’s warranty that was on a hang-tag that was attached to Mr. [redacted]’s mattress and can be found on the manufacturer’s website www.[redacted].com. Furthermore, during the inspection of Mr. [redacted]’s mattress, staining of the mattress was present. Under the exclusion section of [redacted] warranty, it states, “Mattresses or foundations displaying stains or soil that reasonably indicates the presence of potentially dangerous bodily fluids, blood borne pathogens or other substances that could cause injury.” Unfortunately, the condition of Mr. [redacted]’s mattress voids the manufacturer’s warranty. This information was also present on the manufactures warranty hang-tag and can be found on the manufacturer’s website. www.[redacted].com. Sincerely, David E.
Hello,We are sorry to hear that our original response has not resolved Mr. [redacted] concern. We do value his input, and as a small business, we recognize that we have to continually adapt to the changing retail landscape. Our “compare at” price is not meant to represent the manufacturer suggested retail price; it is only to be used as a guide on products that offer similar function and design comparison. E-commerce is rapidly changing the retail sector and as such, Ruby-Gordon’s pricing strategy will evolve to these changes as we move forward. We thank Mr. [redacted] for his input and we would hope to welcome him as a Ruby-Gordon customer in the future.
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below. Sir/Ma'am, In response to Ruby Gordons reply to my complaint I have attached the warranty that I was provided. I fail to see anything in the warranty that would have led me to believe that the product I was being sold would not be honored by the retailer, who my check was made out to for payment, in the event of a deficiency under normal use. I do see several times that the manufacturer states that the retailer would be held liable, not the manufacturer. There is nothing present that even mentions the manufacturers basis for refusal. Even under those terms, which I wasn't provided before purchase, I have provided a photo of my bed in "resting" position directly over the area in question. You can clearly see the bottom of the pencil which is parallel with the mattress sits 2 inches below the rest of the bed. Even though the "independent" inspector that the retailer hired to perform an inspection stated it was 7/8 of an inch? I completely agree that a bed with stains would probably not be the best item to return. But a bed that was in use for less than 6 months, which had a cover on it from minute one of its purchase would not have any stains. I have been looking over my mattress for an hour, trust me the [redacted] taught me how to inspect something, and have yet to find a grain of dirt, let alone a stain. I would love to see any photographic evidence the employee of Ruby Gordon has on not only the depth in question, but also to any staining. It is quite obvious to me that this is an attempt by a retailer, who is held liable by the manufacturer, to not honor it's warranty.
Regards,
[redacted]
To whom it may concern, Ruby-Gordon Furniture, as a retailer, is always concerned for its customers and attempts to resolve all problems in the best interest of its customers. Furthermore, we understand and sympathize with Mr. [redacted]’ issue. Mr. [redacted] purchased a Lane double reclining...
sofa as a clearance piece on September 21, 2014. It was delivered to his home on September 24, 2014. Mr. [redacted] first reported an issue to Ruby-Gordon Furniture on April 25, 2016. He reported that the left side facing recliner would not open smoothly and drops down causing it not to close properly. At this time, it was explained that the manufacturer’s warranty could cover the cost of the mechanism if it was needed; however, that labor was no longer covered by the warranty as of September 24, 2015. Mr. [redacted] agreed to have a technician look at the piece under those conditions. [redacted] went to Mr. [redacted]’ home on May 19, 2016, at 11 am. It was determined that the left side facing mechanism and drive rod was bent. A replacement mechanism was ordered and replaced on July 15, 2016, with the cost of $100.00 for the labor. On January 13, 2017, Mr. [redacted] called stating that ever since the work was done to his unit that the arm felt loose. It was explained that the arms on recliners are generally loose because the unit has to have flexibility to recline. Mr. [redacted] still felt that it was too loose and his information was sent to the technician’s office. However, Mr. [redacted] did not want to pay for the inspection fee so he declined service. Mr. [redacted] called on June 15, 2017, stating once again that the left side-facing arm was too loose, that the footrest would not close properly, and that the seat dropped five to six inches. He stated that the technician did not completely fix everything when he came out, or it was not fixed correctly. I explained that the mechanism was replaced, and that what he was reporting could be unrelated to the previous repair and could be associated to the usage of the unit. I explained to Mr. [redacted] that labor was not covered by the manufacturer, and depending on what was needed for repairs, that parts may or may not be free. Mr. [redacted] understood and requested that the inspection fee be for $20.00 to $30.00 so he could get an estimate for the repair. On June 20, 2017, [redacted] went to the customer’s home and determined that the front wood rail, which is the frame of the seat that connects the seat springs needed to be replaced. In addition, because the wooden rail was hitting the mechanism due to the customer's continued use while the seat was in a damaged state, the mechanism for reclining would need to be replaced as well. On June 26, 2017, Mr. [redacted] called and spoke to our office manager David W[redacted], explaining that there would be a cost associated to his repairs. Mr. W[redacted] explained the manufacturer’s warranty to Mr. [redacted] and explained that he would have to pay for labor. Once hearing that, Mr. [redacted] stated he would not move forward with the repairs of his reclining sofa. Although Ruby-Gordon Furniture understands that Mr. [redacted] would prefer not to pay for the repairs on his reclining sofa, the company will not incur the cost of the repairs. This decision is based on the age of the unit and the manufacturer’s warranty, and Mr. [redacted] understanding that he would have to pay for the labor with any repairs that he elected to have performed. In addition, Mr. [redacted] had chosen to forgo repairs to his unit in January, and continued to use what he felt was a damaged area to his reclining sofa, the extensive damage that was reported by [redacted] on June 20 could be the result continued use, which can be interpreted as abuse of the reclining sofa. Furthermore, based on the age of the reclining sofa, Mr. [redacted] having one previous repair eleven months ago, one can conclude that the unit is not a “lemon”. Therefore, Ruby-Gordon will not replace Mr. [redacted]’ reclining sofa. Sincerely, David E[redacted]
In the response of the complaint by Ms. [redacted], identification number [redacted].
Ms. [redacted] came in to Ruby-Gordon furniture on March 30, 2015 to purchase a customer order sofa and loveseat by the manufacturer Klaussner. The customer agreed to pay a deposit of $500.00 when purchasing the...
product. According to the Terms and Conditions of the sale, the customer was aware that special order merchandise, merchandise made to a customer’s specifications and not normally stocked by Ruby-Gordon, was not subject to cancellation. This information was not only on her invoice, but also given to her in a separate envelope.
Ms. [redacted]’s sofa and loveseat arrived on April 24, 2015. The customer was contacted on May 4, 2015, and agreed to come in on May 7, 2015 to pay the remaining balance and they stated that they wanted to look over the pieces that were ordered. Unfortunately, the customer did not keep that appointment. Ruby-Gordon understands that situations do happen in one’s life to prevent keeping an appointment and waited several weeks before attempting to contact the consumer again. When this attempt was made, the telephone number provided by the consumer was no longer a working number. Ruby-Gordon then mailed a card to the consumer on June 6, 2015 requesting them to contact us. The consumer replied to our mail on June 23, 2015. The customer stated that they would like to pick up the merchandise in August of 2015.
On July 1, 2015 the customer returned to Ruby-Gordon furniture inspected their sofa and loveseat. In addition, they paid an additional $200.00 on their order, leaving a balance of $1200.80. They stated at that time that the dye lots did not match exactly to the swatch.
Variances are to be expected between fabric swatches and the final product. Fabric swatches that fabric companies and furniture stores use are a representation of the fabric and the color; they are not used to illustrate an exact representation of the fabric to be ordered. There are multiple reasons why fabric mills do not guarantee an exact match when dying fabrics. For example, atmospheric conditions such as humidity vary daily which can affect the dying process. Another important aspect is that cotton from different crops will absorb dye differently. In the case of Ms. [redacted]’s fabric, the composition of the fabric is 80% cotton and 20% polyester. Furthermore, one can suspect that the reason why Ms. [redacted] wanted to inspect her merchandise prior to receiving it was to judge this variance.
Ruby-Gordon furniture is still in possession of Ms. [redacted]’s furniture and is eagerly awaiting her to take possession of it. She can contact our offices daily to arrange a date for her to pick up her merchandise or to arrange to utilize our delivery service.
Sincerely,
David E[redacted]
At Rub y-Gordon we take every complaint seriously and realize that advertising and its messaging is one of the most subjective aspects of any small business. Every retail venue throughout the landscape advertises percentage off sales consistently every week as their way of expressing...
value. This is true from Macys to big box stores and yes, Ruby-Gordon as well. Our product compare at price is derived from a comparison to the manufacturers “list” price as well as shopping of comparative goods in the market. Our merchandise is bought through an independent buying group, FMG, that comprises the largest group of retail stores in the country to assure us and our customers the very best value. In every print ad we state that the compare at price should be used only as a guide and that the CP price may or may not have resulted in any sales. All of our broadcast advertising messages are produced in Baltimore, Md. by one of the leading advertising agencies in the furniture industry and the same messaging is shared by over 50 other furniture clients throughout the United States. Our team is proud of the high level of quality products we offer and it has afforded us the confidence and consumer satisfaction through the years that has rewarded us with “the best furniture store in Rochester” award by the D&C consumer poll over 15 years running, as well as the very high rating afforded by the Revdex.com. Coupling that with the most responsive product service team has afforded us an A+ reputation we are all proud of. Being an important member of the Greater Rochester Business community for 80 years with three generations of ownership is no small feat in this day and age. It is our understanding that Mr. [redacted] was comparative shopping online an end table we carried in our store. While he never gave us the name of the online retailer, our sales rep explained we would and do “meet” online selling prices, and offered to sell to Mr. [redacted]s the table we had in stock for the same price the e-tailer was offering at $199. On further discussion, however, he told our representative that wasn’t good enough and he wanted us to sell him the product for half off the price of the unnamed e-tailers “regular” price. There is no question that e-commerce is creating challenges for all traditional retail and at Ruby-Gordon we are trying to get into a position to compete on line as well as offer our product and services through the traditional channel . At the store level, while we do have added costs, we do bring added value to products through display, inventory, service, market exposure and sales presentation. We would be happy to have Mr. [redacted]s reconsider and give us the opportunity our offer to sell him the table in question for his stated online price of $199. Thank you for this opportunity to answer your concern.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
I reviewed the message from RUBY GORDON FURNITURE. However I am a CONSUMER NOT a fabric specialist. They stated that the fabric is a "representation" of what it would look like and variances SHOULD be expected. IT is Ruby Gordon's sole responsibility to INFORM a customer that they may not get what they are paying for. I was absolutely NOT informed of "VARIANCES". And whether I kept an appointment to come look at the furniture or not wouldn't change the fact that I would not be receiving what I picked out to pay for due to "Variances" There is NO WAY a customer should pick out something and when it arrived be informed of possible VARIANCES.
Regards,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]
Dear Ms. [redacted],
I thank you for your May 15, 2015, correspondence. After
reviewing Mr. [redacted]’s complaint, I was surprised to learn of several
circumstances that were outlined in his complaint not know to us prior to this
day. Ruby Gordon has built a strong
history in the Rochester...
area in the past seventy-nine years. The only way that a company can build such a
history is being concerned and devoted to our customer’s satisfaction. Mr. [redacted] is no exception to our core
values.
Ruby Gordon contacted Mr. [redacted] today, May 19, 2015, and
apologized for his inconvenience. We explained that we were unaware of the
extent of his circumstances until receiving this complaint, and we were
concerned for not only his safety but also his comfort with his bad hip. We will be exchanging Mr. [redacted]’s faulty
recliner with a new one on May 21, 2015, resolving this issue.Sincerely,[redacted]Operations ManagerRuby Gordon Furniture
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Regards,
[redacted]
When the repair person came the second time, he said that the cushion material has shifted, and that was not normal, I still demand that Ruby Gordon or [redacted] adsorb the repair cost. For $4000 + dollars this furniture should not have the appearance of a $500 sofa etc.. If necessary I will pursue legal advise and action if necessary.
To whom it may concern, Ruby-Gordon Furniture, as a retailer, is always concerned for its customers and attempts to resolve all problems in the best interest of its customers. In addition, Ruby-Gordon understands why Ms. [redacted] is discouraged with her particular situation and sympathizes...
with her feelings. Ms. [redacted] received the delivery of her sectional at her home on March 25, 2017. Upon delivery, it was found that the wedge section of her sectional could not be attached to the adjoining piece. Ruby-Gordon Furniture spoke with Ms. [redacted] on 3/27/2017 when she informed the company’s service department of the situation she was facing and how the delivery personnel attempted to connect this piece but was unable to do so. The feature that Ms. [redacted] complaint is based on is offered by the manufacturer to allow making her sectional into a single piece versus several pieces and keeps all of the pieces within place. This feature does not affect the seating or the overall functionality of the piece. A technician came to Ms. [redacted]’s home on April 3, 2017, and examined the unit. It was determined that the tee-nut holding the connector pin was loose causing the issue. Because the connector is simply loose, it would not be considered a manufacturer defect. The technician explained to Ms. [redacted] what was wrong with the unit, and offered to complete the repair at that time. Unfortunately, Ms. [redacted] refused service. After finding out Ms. [redacted] refused to have her connector pin fixed, Ruby-Gordon called Ms. [redacted] to explain the situation. In addition, Ruby-Gordon spoke to the manufacturer who stated the manufacturer would stand behind their product; however, because the repair was a minor one it would not warrant a new wedge. Like all manufacturers from any sector, they do reserve the right to repair or replace which is determined by the complexity of the problem and whether the problem is considered a defect. Once again, Ruby-Gordon Furniture understands Ms. [redacted]’s view with the situation; however, the solution to her problem would be repairing the unit. Sincerely, David E[redacted] Ruby-Gordon Furniture
We understand Ms. [redacted]’s concerns. What Ms. [redacted] has experienced is a dye
lot difference. This means that a
different shade of the correct color has been produced because of differences
in temperature, dyeing time, humidity, and the fabric content (e.g. wool,
cotton, synthetic). As mentioned in the
previous response even different crops of cotton can cause a change in a dye
lot. In addition, the growing process of
cotton (e.g. drought or high amount of rainfall) can affect the dyeing
process. These are all of the reasons
why, all furniture companies inform their consumer’s concerning dye lot
differences. As noted in the previous
response. Ms. [redacted] inspection of
her furniture was based on the possibility of a dye lot difference. Furthermore as a company, Ruby-Gordon does
sell a considerable amount of custom-made upholstered furniture without similar
disputes through your agency.
However, in the spirit of cooperation, Ruby-Gordon furniture will
discount the customer’s purchase by $200.00.
However, the furniture will need to be picked up by the customer before
December 15. If the furniture is not
taken by that date, Ruby-Gordon will begin to assess storage fees to the furniture
that we have been storing since April.
Sincerely,
David Edmonds
We at Ruby Gordon are deeply concerned on all the complaints that are mentioned by the [redacted] I Have spoken to Mr [redacted] and have come to a resolution to their problem with their product . this is a learning experience for our growing company and will always strive for customer satisfaction.
This is the response to
complaint [redacted]The [redacted] purchased
a sofa, loveseat, and ottoman by the Italian company [redacted] and received their
pieces on 8/6/2014. Ruby-Gordon
Furniture first went to the [redacted] home on 6/18/2015. Our technician inspected the...
customer’s
pieces and reported that what [redacted] were experiencing was normal wear
for pieces of upholstery that are padded top cushion units. However, the [redacted] did not like the
fact that the pieces were wrinkling with use. All leather units, including padded top cushion units will form the
wrinkling that is associated with leather pieces over time as the pieces
conform to the amount of use. As the [redacted]
mentioned in their summary, we returned a second time. Once again, the technician reported that the
wear of the unit was normal and the problem was that they did not like the
style of unit because of the wrinkles that are the result of the wear. The technician stated that the units could be
re-padded eliminating some of the wrinkling but all of the wrinkling. In addition, the same issue would reoccur
again. However, that there would be a
cost associated to the repair of the units. The reason for this was twofold. First, the manufacturer’s warranty does not cover wear and tear of the
product, but any manufacturing defects, which the pieces did not have. Secondly, by this time the warranty period
had expired. The [redacted] felt
that this was unacceptable for them, and demanded that they have this issue
resolved without paying. In order to
facilitate cooperation with the customer, Ruby-Gordon furniture offered to pay
for the parts, leaving the labor to the consumer. However, this too was unacceptable. Ruby-Gordon has approached the manufacturer
for assistance for the labor cost of the unit. However, at this time the manufacturer stands behinds its terms and
conditions of the warranty and does not feel that it should bear the
responsibility for a unit that does not have a manufacturing defect. Furthermore, the manufacturer [redacted] and
Ruby-Gordon cannot guarantee that the unit would be free of wrinkles as the
[redacted] expect. The only thing that Ruby-Gordon can guarantee is that
the repairs will be done within the manufacturer’s specifications. Furthermore, Ruby-Gordon has already ordered
the replacement parts at the company’s expense and is awaiting them to arrive
from overseas. However, at this time the
labor cost for any repairs will be the [redacted] responsibility.
The sequence of events is essentially correct: we delivered a reclining sofa to Ms. [redacted] 8/24/2013. Her service issue was called in to us on 11/17/2014 at which time I told here I would contact a service contractor (we use outside contractors for upholstery service work), but...
that the labor was no longer covered by the terms of the manufacturer's warranty which covers labor for 1 year from date of delivery. This 1 year is standard for all furniture manufacturers. She agreed at that point that there would need be a service charge from the service tech and I forwarded her information to the company we use. Later she called and said we should pay the $175. Unfortunately, there was nothing more I could do. She called back later to our office manager who talked to me and we worked out a offer to accept a $200 discount to keep as-is if she did not want to pay for repair, or we would pick up her sofa and return it no charge after repair, but she would still need to pay for the cost of the repair to the independent repair service.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]
Thank you for your correspondence on April 25, 2016 concerning Mr. [redacted] mattress, file number [redacted]. Ruby Gordon Inc.’s eighty-year history is built on the concern and devotion to our customer’s satisfaction. Mr. [redacted] is no exception to our core values. As...
per the terms and conditions of the sale, which was provided to Mr. [redacted], Ruby-Gordon Inc. does provide a one-year warranty for the goods sold under his sales contract, specifically in this case for his mattress by the manufacturer [redacted]. The terms state, “That the goods sold will be free from manufacturers defect defined as quality, construction, fit, and finish within the standards and specifications set forth by the manufacturer.” On March 31, 2016, Mr. [redacted]’s mattress was inspected. The method for the inspection is based on the procedure set forth by the manufacturer [redacted]. Utilizing this procedure, Mr. [redacted]’s mattress was measured to determine if it was defective. What was found was that Mr. [redacted]’s mattress had an impression 7/8th of an inch. According to the bedding manufacturer [redacted], the impression on Mr. [redacted]’s mattress is within the specification of a “normal body impression”. If the mattress had an impression greater than 1.5 inches, the mattress would be defective and subsequently replaced. Unfortunately, in this case, Mr. [redacted]’s mattress did not fit within those parameters. This information is present in the manufacturer’s warranty that was on a hang-tag that was attached to Mr. [redacted]’s mattress and can be found on the manufacturer’s website www.[redacted].com. Furthermore, during the inspection of Mr. [redacted]’s mattress, staining of the mattress was present. Under the exclusion section of [redacted] warranty, it states, “Mattresses or foundations displaying stains or soil that reasonably indicates the presence of potentially dangerous bodily fluids, blood borne pathogens or other substances that could cause injury.” Unfortunately, the condition of Mr. [redacted]’s mattress voids the manufacturer’s warranty. This information was also present on the manufactures warranty hang-tag and can be found on the manufacturer’s website. www.[redacted].com. Sincerely, David E.
Hello,We are sorry to hear that our original response has not resolved Mr. [redacted] concern. We do value his input, and as a small business, we recognize that we have to continually adapt to the changing retail landscape. Our “compare at” price is not meant to represent the manufacturer suggested retail price; it is only to be used as a guide on products that offer similar function and design comparison. E-commerce is rapidly changing the retail sector and as such, Ruby-Gordon’s pricing strategy will evolve to these changes as we move forward. We thank Mr. [redacted] for his input and we would hope to welcome him as a Ruby-Gordon customer in the future.
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below. Sir/Ma'am, In response to Ruby Gordons reply to my complaint I have attached the warranty that I was provided. I fail to see anything in the warranty that would have led me to believe that the product I was being sold would not be honored by the retailer, who my check was made out to for payment, in the event of a deficiency under normal use. I do see several times that the manufacturer states that the retailer would be held liable, not the manufacturer. There is nothing present that even mentions the manufacturers basis for refusal. Even under those terms, which I wasn't provided before purchase, I have provided a photo of my bed in "resting" position directly over the area in question. You can clearly see the bottom of the pencil which is parallel with the mattress sits 2 inches below the rest of the bed. Even though the "independent" inspector that the retailer hired to perform an inspection stated it was 7/8 of an inch? I completely agree that a bed with stains would probably not be the best item to return. But a bed that was in use for less than 6 months, which had a cover on it from minute one of its purchase would not have any stains. I have been looking over my mattress for an hour, trust me the [redacted] taught me how to inspect something, and have yet to find a grain of dirt, let alone a stain. I would love to see any photographic evidence the employee of Ruby Gordon has on not only the depth in question, but also to any staining. It is quite obvious to me that this is an attempt by a retailer, who is held liable by the manufacturer, to not honor it's warranty.
Regards,
[redacted]
To whom it may concern, Ruby-Gordon Furniture, as a retailer, is always concerned for its customers and attempts to resolve all problems in the best interest of its customers. Furthermore, we understand and sympathize with Mr. [redacted]’ issue. Mr. [redacted] purchased a Lane double reclining...
sofa as a clearance piece on September 21, 2014. It was delivered to his home on September 24, 2014. Mr. [redacted] first reported an issue to Ruby-Gordon Furniture on April 25, 2016. He reported that the left side facing recliner would not open smoothly and drops down causing it not to close properly. At this time, it was explained that the manufacturer’s warranty could cover the cost of the mechanism if it was needed; however, that labor was no longer covered by the warranty as of September 24, 2015. Mr. [redacted] agreed to have a technician look at the piece under those conditions. [redacted] went to Mr. [redacted]’ home on May 19, 2016, at 11 am. It was determined that the left side facing mechanism and drive rod was bent. A replacement mechanism was ordered and replaced on July 15, 2016, with the cost of $100.00 for the labor. On January 13, 2017, Mr. [redacted] called stating that ever since the work was done to his unit that the arm felt loose. It was explained that the arms on recliners are generally loose because the unit has to have flexibility to recline. Mr. [redacted] still felt that it was too loose and his information was sent to the technician’s office. However, Mr. [redacted] did not want to pay for the inspection fee so he declined service. Mr. [redacted] called on June 15, 2017, stating once again that the left side-facing arm was too loose, that the footrest would not close properly, and that the seat dropped five to six inches. He stated that the technician did not completely fix everything when he came out, or it was not fixed correctly. I explained that the mechanism was replaced, and that what he was reporting could be unrelated to the previous repair and could be associated to the usage of the unit. I explained to Mr. [redacted] that labor was not covered by the manufacturer, and depending on what was needed for repairs, that parts may or may not be free. Mr. [redacted] understood and requested that the inspection fee be for $20.00 to $30.00 so he could get an estimate for the repair. On June 20, 2017, [redacted] went to the customer’s home and determined that the front wood rail, which is the frame of the seat that connects the seat springs needed to be replaced. In addition, because the wooden rail was hitting the mechanism due to the customer's continued use while the seat was in a damaged state, the mechanism for reclining would need to be replaced as well. On June 26, 2017, Mr. [redacted] called and spoke to our office manager David W[redacted], explaining that there would be a cost associated to his repairs. Mr. W[redacted] explained the manufacturer’s warranty to Mr. [redacted] and explained that he would have to pay for labor. Once hearing that, Mr. [redacted] stated he would not move forward with the repairs of his reclining sofa. Although Ruby-Gordon Furniture understands that Mr. [redacted] would prefer not to pay for the repairs on his reclining sofa, the company will not incur the cost of the repairs. This decision is based on the age of the unit and the manufacturer’s warranty, and Mr. [redacted] understanding that he would have to pay for the labor with any repairs that he elected to have performed. In addition, Mr. [redacted] had chosen to forgo repairs to his unit in January, and continued to use what he felt was a damaged area to his reclining sofa, the extensive damage that was reported by [redacted] on June 20 could be the result continued use, which can be interpreted as abuse of the reclining sofa. Furthermore, based on the age of the reclining sofa, Mr. [redacted] having one previous repair eleven months ago, one can conclude that the unit is not a “lemon”. Therefore, Ruby-Gordon will not replace Mr. [redacted]’ reclining sofa. Sincerely, David E[redacted]
In the response of the complaint by Ms. [redacted], identification number [redacted].
Ms. [redacted] came in to Ruby-Gordon furniture on March 30, 2015 to purchase a customer order sofa and loveseat by the manufacturer Klaussner. The customer agreed to pay a deposit of $500.00 when purchasing the...
product. According to the Terms and Conditions of the sale, the customer was aware that special order merchandise, merchandise made to a customer’s specifications and not normally stocked by Ruby-Gordon, was not subject to cancellation. This information was not only on her invoice, but also given to her in a separate envelope.
Ms. [redacted]’s sofa and loveseat arrived on April 24, 2015. The customer was contacted on May 4, 2015, and agreed to come in on May 7, 2015 to pay the remaining balance and they stated that they wanted to look over the pieces that were ordered. Unfortunately, the customer did not keep that appointment. Ruby-Gordon understands that situations do happen in one’s life to prevent keeping an appointment and waited several weeks before attempting to contact the consumer again. When this attempt was made, the telephone number provided by the consumer was no longer a working number. Ruby-Gordon then mailed a card to the consumer on June 6, 2015 requesting them to contact us. The consumer replied to our mail on June 23, 2015. The customer stated that they would like to pick up the merchandise in August of 2015.
On July 1, 2015 the customer returned to Ruby-Gordon furniture inspected their sofa and loveseat. In addition, they paid an additional $200.00 on their order, leaving a balance of $1200.80. They stated at that time that the dye lots did not match exactly to the swatch.
Variances are to be expected between fabric swatches and the final product. Fabric swatches that fabric companies and furniture stores use are a representation of the fabric and the color; they are not used to illustrate an exact representation of the fabric to be ordered. There are multiple reasons why fabric mills do not guarantee an exact match when dying fabrics. For example, atmospheric conditions such as humidity vary daily which can affect the dying process. Another important aspect is that cotton from different crops will absorb dye differently. In the case of Ms. [redacted]’s fabric, the composition of the fabric is 80% cotton and 20% polyester. Furthermore, one can suspect that the reason why Ms. [redacted] wanted to inspect her merchandise prior to receiving it was to judge this variance.
Ruby-Gordon furniture is still in possession of Ms. [redacted]’s furniture and is eagerly awaiting her to take possession of it. She can contact our offices daily to arrange a date for her to pick up her merchandise or to arrange to utilize our delivery service.
Sincerely,
David E[redacted]
At Rub y-Gordon we take every complaint seriously and realize that advertising and its messaging is one of the most subjective aspects of any small business. Every retail venue throughout the landscape advertises percentage off sales consistently every week as their way of expressing...
value. This is true from Macys to big box stores and yes, Ruby-Gordon as well. Our product compare at price is derived from a comparison to the manufacturers “list” price as well as shopping of comparative goods in the market. Our merchandise is bought through an independent buying group, FMG, that comprises the largest group of retail stores in the country to assure us and our customers the very best value. In every print ad we state that the compare at price should be used only as a guide and that the CP price may or may not have resulted in any sales. All of our broadcast advertising messages are produced in Baltimore, Md. by one of the leading advertising agencies in the furniture industry and the same messaging is shared by over 50 other furniture clients throughout the United States. Our team is proud of the high level of quality products we offer and it has afforded us the confidence and consumer satisfaction through the years that has rewarded us with “the best furniture store in Rochester” award by the D&C consumer poll over 15 years running, as well as the very high rating afforded by the Revdex.com. Coupling that with the most responsive product service team has afforded us an A+ reputation we are all proud of. Being an important member of the Greater Rochester Business community for 80 years with three generations of ownership is no small feat in this day and age. It is our understanding that Mr. [redacted] was comparative shopping online an end table we carried in our store. While he never gave us the name of the online retailer, our sales rep explained we would and do “meet” online selling prices, and offered to sell to Mr. [redacted]s the table we had in stock for the same price the e-tailer was offering at $199. On further discussion, however, he told our representative that wasn’t good enough and he wanted us to sell him the product for half off the price of the unnamed e-tailers “regular” price. There is no question that e-commerce is creating challenges for all traditional retail and at Ruby-Gordon we are trying to get into a position to compete on line as well as offer our product and services through the traditional channel . At the store level, while we do have added costs, we do bring added value to products through display, inventory, service, market exposure and sales presentation. We would be happy to have Mr. [redacted]s reconsider and give us the opportunity our offer to sell him the table in question for his stated online price of $199. Thank you for this opportunity to answer your concern.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
I reviewed the message from RUBY GORDON FURNITURE. However I am a CONSUMER NOT a fabric specialist. They stated that the fabric is a "representation" of what it would look like and variances SHOULD be expected. IT is Ruby Gordon's sole responsibility to INFORM a customer that they may not get what they are paying for. I was absolutely NOT informed of "VARIANCES". And whether I kept an appointment to come look at the furniture or not wouldn't change the fact that I would not be receiving what I picked out to pay for due to "Variances" There is NO WAY a customer should pick out something and when it arrived be informed of possible VARIANCES.
Regards,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]