Salt Creek Home Furniture

Attn:Better ausiness BureauRE:Complaint IDit: [redacted] Customer: [redacted] ,***The customer received delivery of her goods on Monday August 3nt,Shortly thereafter the customer contacted our office and said that she felt the piece was not what she orderedYou can see the attached email chain here showing that Salt Creek was attempting to make the customer happy,but she was convinced t.he piece was wrongThe manufacturer, [redacted] even determined that the piece was built properly based on their manufacturing records.However,the customer was still unhappy with the piece.As is our standard procedure,we have an independent 3rct party technician inspect and report on.the validity of the customer complaintsIn this situation,you can see on the attached report that thetechnician compared the piece to our showroom sample and that the pieces are the same,there are no factory defects.We have photographs if you decide you require that documentation.They will not come through via facsimile so if you need them please let us know where we can email them to.The main issue here is that the customer chose a different covering than the showroom model,and different covers will have different stretching traits which can make them feel different.This is not something that is considered a factory defect,it is a fact of upholstery.In our opinion,this customer found something else that they liked better after they got delivery of the product that was special ordered for themAs you can see ori our Terms and Conditions page,special order items cannot be returned for any reasonWe feel that the customer is attempting to use this as an excuse to not keep the product that they ordered,and was built specifically for themAdditionally,the customer performed a chargeback dispute with the financing company before the technician was even able to come to her home and rnake a determination,but after we notified the cust(!mer that the appointment was going to be made.This further supports the fact that the customer wasn't interestedin the outcome,she just doesn't want the product any longerSalt Creek made every attempt to maintain

To Whom It May Concern,This customer has received their product as of yesterday, Feb26thWe attempted on numerous occasions to to contact the customer to setup delivery, but when we called we were always hung up onAfter finally making contact Mrs [redacted] she told us that she would hang up because she thought we were sales calls.So, in the end we have resolved the problem and it was not our fault because the customer would continually hang up on us! It is difficult to make a delivery appointment when the client won't answer their phone and speak to us!Thank you,***

Attn: Revdex.comRE: Complaint ID#:***,second responseCustomer: ***, ***This customer is not going to be possible to pleasePer the customers response letter to you they would be willing to consider exchanging their loveseat which they deem not acceptable {but actually meets factory standards) for the same style, but a sectional we have on our showroom floorOf course there is going to be a price difference because the sectional is more than twice the size of a loveseatAs you can see in this email chain attached here have broken our store policy which the customer agreed to in order to try and please themHowever, this is not even good enoughThe customer is asking for a very large discount on top of our sale prices alreadyI was able to give a 5% discount,but I cannot give anything additional.As you can see from the email chain the customer seems to think that the complaintwill remain unresolved, however that cannot be the caseSalt Creek is completely breaking our policy by even accepting an exchange,and a full value exchange at thatWe sell probably loveseats a year, and so we will be holding onto this customer's Joveseat for a very long time, and it does not properly display the style as the sectional does that we show.At this point the customer is being unreasonableI am offering to take back the loveseat for a full credit and provide an additional discount on our floor model which by the customer's own admission she lovesThis is not a situation where it was a stock item and the customer just wants to exchange itThis was a special order item and a factory authorized technician has deemed there to be nothing wrong with it.We consider this matter resolved and would appreciate the Revdex.com closing the complaint as we have exceeded our customer service options with this customer, but they are not able to be pleased.At this point,there is nothing additional that Salt Creek can doThe customer Is unhappy with their purchase, but it has nothing to do with the product itself or the service they received from Salt Creek.You can contact me via email or telephone at your earliest chance to advise the outcome of this situation.
Best Regards,
*** *** ***###-###-#### X *** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.I have attached a document with my comments to Salt Creek's response to *** *** and Arizona Revdex.comI have included a diagram of the Viceroy options and the PDF they sent me to "fluff" the cushions.I have included pictures of floor model and my loveseat. My solution would be to exchange my loveseat for the floor model. I realize the floor model is not a loveseat was more expensive but I would like to try and negotiate a price to exchange the items
Regards,
*** ***

Attn:Better ausiness BureauRE:Complaint IDit:[redacted]Customer:[redacted],[redacted]The customer received delivery of her goods on Monday August 3nt,2015. Shortly thereafter the customer contacted our office and said that she felt the piece was not what she ordered. You can see the...

attached email chain here showing that Salt Creek was attempting to make the customer happy,but she was convinced t.he piece was wrong. The manufacturer, [redacted] even determined that the piece was built properly based on their manufacturing records.However,the customer was still unhappy with the piece.As is our standard procedure,we have an independent 3rct party technician inspect and report on.the validity of the customer complaints. In this situation,you can see on the attached report that thetechnician compared the piece to our showroom sample and that the pieces are the same,there are no factory defects.We have photographs if you decide you require that documentation.They will not come through via facsimile so if you need them please let us know where we can email them to.The main issue here is that the customer chose a different covering than the showroom model,and different covers will have different stretching traits which can make them feel different.This is not something that is considered a factory defect,it is a fact of upholstery.In our opinion,this customer found something else that they liked better after they got delivery of the product that was special ordered for them. As you can see ori our Terms and Conditions page,special order items cannot be returned for any reason. We feel that the customer is attempting to use this as an excuse to not keep the product that they ordered,and was built specifically for them. Additionally,the customer performed a chargeback dispute with the financing company before the technician was even able to come to her home and rnake a determination,but after we notified the cust(!mer that the appointment was going to be made.This further supports the fact that the customer wasn't interestedin the outcome,she just doesn't want the product any longer. Salt Creek made every attempt to maintain <:ontact with the customer during the process (see attached chain of emails)., but the customer obviously was not interested in what the technician had to say, she had already made up her mind.This is far above and beyond reasonable behavior towards a company that has done nothing but be forthcoming in our procedures and even paying out of our own pocket to have an inspection performed on the pieces,even though from the photographs she provided us the pieces looked completely normal. The customer has attempted to contact us but we have informed her that until this dispute has been resolved (won by Salt Creek)1 that we are not able to be in contact with her.There is no reason to maintain contact with a customer who did not permit Salt Creek to come to a resolution before performing a chargeback.At this point,there is nothing additional that Salt Creek can do. The customer is unhappy with their purchase,but it has nothing to do with the product itself or the service they received from Salt Creek.You can contact me via email or telephone at your earliest chance to advise the outcome of this situation.Best Regards, Tammy Cameron Partner###-###-#### X [redacted]

To Whom It May Concern,This customer has received their product as of yesterday, Feb. 26th. We attempted on numerous occasions to to contact the customer to setup delivery, but when we called we were always hung up on. After finally making contact Mrs. [redacted] she told us that she would hang...

up because she thought we were sales calls.So, in the end we have resolved the problem and it was not our fault because the customer would continually hang up on us! It is difficult to make a delivery appointment when the client won't answer their phone and speak to us!Thank you,[redacted]

Spent over 8K on furniture. They didn't take care of a $450 chair issue. Have a full page explanation as an attachment with details.

He is making it sound as though I was hampering their delivery.  I receive a lot of telemarketer calls and when the calls came in on my caller ID it stated Beneficial (I think that is the name) Finance Company.  I did not connect this at all to Salt Creek Company as all other calls shown on caller ID before were from the  Salt Creek Furniture Store.   I am taking care of a sick person and don't take time to answer telemarketers or have the phone ring interrupting a sick person's sleep.  Jan called me on her cell phone the next day and I answered that and she was to get back to me.  When she told me my sofa was "on the way" and I told her that I had not heard from Salt Creek and that the only calls I received the day before were from a Finance Company, that is when she told me that they were the headquarters.  How was I to know that? When he couldn't get through, why didn't he just call the store to give them the information and then let them call me?  By the way, when Jan called she said the delivery was to be between 1:00p.m and 1:30 p.m. 2/26. When it was 2:30 p.m. I called her and said they had not arrived.  She told me they were running late.  She said she would call me when they left the store.  She never called.  The driver of the truck called me and told me he was supposed to deliver the sofa between 4:00 and 5:00 p.m., that was the time he was given.  You can see that this Furniture Store just can't seem to communicate properly with their customers or their help.  They don't have to worry, I will never step into that store again nor will I recommend them.  Their lack of concern for their customers speak volumes on YELP and they don't seem to correct anything.  I had told Jan I had a lot of things on my mind, I had illness in the family, I am 80 years old and sick myself and I didn't want to have to chase down my sofa and that is when she said she would take care of me.  The drivers that came were very nice.  I would have preferred to get my money back and get the other sofa at another store, one that has high ratings and treated me kindly.  I have accepted the sofa to end this nightmare and I think it important that you know why I did not answer the "Finance Company" calls.  Next time they should inform their customers that they would get a call from the Finance  Company as that is their headquarters and are the ones who tell you when deliveries will be made.  And tell them that they should communicate the same time to the customer and to their driver.

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.I have attached a document with my comments to Salt Creek's response to [redacted] and Arizona Revdex.comI have included a diagram of the Viceroy options and the PDF they sent me to "fluff" the cushions.I have included pictures of floor model and my loveseat.  My solution would be to exchange my loveseat for the floor model.  I realize the floor model is not a loveseat was more expensive but I would like to try and negotiate a price to exchange the items.

Regards,

Attn:Better ausiness BureauRE:Complaint IDit:[redacted]Customer:[redacted],[redacted]The customer received delivery of her goods on Monday August 3nt,2015. Shortly thereafter the customer contacted our office and said that she felt the piece was not what she ordered. You can see the...

attached email chain here showing that Salt Creek was attempting to make the customer happy,but she was convinced t.he piece was wrong. The manufacturer, [redacted] even determined that the piece was built properly based on their manufacturing records.However,the customer was still unhappy with the piece.As is our standard procedure,we have an independent 3rct party technician inspect and report on.the validity of the customer complaints. In this situation,you can see on the attached report that thetechnician compared the piece to our showroom sample and that the pieces are the same,there are no factory defects.We have photographs if you decide you require that documentation.They will not come through via facsimile so if you need them please let us know where we can email them to.The main issue here is that the customer chose a different covering than the showroom model,and different covers will have different stretching traits which can make them feel different.This is not something that is considered a factory defect,it is a fact of upholstery.In our opinion,this customer found something else that they liked better after they got delivery of the product that was special ordered for them. As you can see ori our Terms and Conditions page,special order items cannot be returned for any reason. We feel that the customer is attempting to use this as an excuse to not keep the product that they ordered,and was built specifically for them. Additionally,the customer performed a chargeback dispute with the financing company before the technician was even able to come to her home and rnake a determination,but after we notified the cust(!mer that the appointment was going to be made.This further supports the fact that the customer wasn't interestedin the outcome,she just doesn't want the product any longer. Salt Creek made every attempt to maintain <:ontact with the customer during the process (see attached chain of emails)., but the customer obviously was not interested in what the technician had to say, she had already made up her mind.This is far above and beyond reasonable behavior towards a company that has done nothing but be forthcoming in our procedures and even paying out of our own pocket to have an inspection performed on the pieces,even though from the photographs she provided us the pieces looked completely normal. The customer has attempted to contact us but we have informed her that until this dispute has been resolved (won by Salt Creek)1 that we are not able to be in contact with her.There is no reason to maintain contact with a customer who did not permit Salt Creek to come to a resolution before performing a chargeback.At this point,there is nothing additional that Salt Creek can do. The customer is unhappy with their purchase,but it has nothing to do with the product itself or the service they received from Salt Creek.You can contact me via email or telephone at your earliest chance to advise the outcome of this situation.Best Regards, Tammy Cameron Partner###-###-#### X [redacted]

Spent over 8K on furniture. They didn't take care of a $450 chair issue. Have a full page explanation as an attachment with details.

Attn: Revdex.comRE: Complaint ID#:[redacted],second responseCustomer: [redacted]This customer is not going to be possible to please. Per the customers response letter to you they would be willing to consider exchanging their loveseat which they deem not acceptable {but actually meets factory standards) for the same style, but a sectional we have on our showroom floor. Of course there is going to be a price difference  because the sectional is more than twice the size of a loveseat. As you can see in this email chain attached here 1  have broken our store policy which the customer agreed to in order to try and please them. However, this is not even good enough. The customer is asking for a very large discount on top of our sale prices already. I was able to give a 5% discount,but I cannot give anything additional.As you can see from the email chain the customer seems to think that the complaintwill remain unresolved, however that cannot be the case. Salt Creek is completely breaking our policy by even accepting an exchange,and a full value exchange at that. We sell probably 5 loveseats a year, and so we will be holding onto this customer's Joveseat for a very long time, and it does not properly display the style as the sectional does that we show.At this point the customer is being unreasonable. I am offering to take back the loveseat for a full credit and provide an additional discount on our floor model which by the customer's own admission she loves. This is not a situation where it was a stock item and the customer just wants to exchange it. This was a special order item and a factory authorized  technician has deemed there to be nothing wrong with it.We consider this matter  resolved and would appreciate the Revdex.com closing the complaint as we have exceeded our customer service options with this customer, but they are not able to be pleased.At this point,there is nothing additional that Salt Creek can do. The customer Is unhappy with their purchase, but it has nothing to do with the product  itself or the service they received from Salt Creek.You can contact me via email or telephone at your earliest chance to advise the outcome  of this situation. 
Best Regards, 
[redacted]###-###-####  X [redacted]

To Whom It May Concern,This customer has received their product as of yesterday, Feb. 26th. We attempted on numerous occasions to to contact the customer to setup delivery, but when we called we were always hung up on. After finally making contact Mrs. [redacted] she told us that she would hang...

up because she thought we were sales calls.So, in the end we have resolved the problem and it was not our fault because the customer would continually hang up on us! It is difficult to make a delivery appointment when the client won't answer their phone and speak to us!Thank you,[redacted]