San Tan Furniture

Hi Maria,The customers special order lamp has been with us for over a year now.  The lamp is still on the floor discounted below our cost.  What we told the customer (due to our policy of no returns, 50% cancellation fee, 35% restocking fee which the customer initialed.) is that they have store credit for the full amount of the lamp.  In addition, we could sell the lamp and once sold we would provide a check for the full amount.  The third choice was to provide a check immediately with a 35% restocking fee for an immediate return which is less than the 50% cancellation fee.  The three options stand even one year later.  However, the customers sales tax listed with cost of item shows sales tax for all 4 lamps not the one in question.Thanks,[redacted]

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.The statements and accusations being made by the business are false and not accurate.  I did not have my fiance (now wife) with me on initial visit, nor at any time before the purchase was made.  I purchased the furniture alone and based on an image that appeared in the store's catalog that I showed my wife via text message.  Considering the fact that we were not able to see the furniture in person, and knowing the businesses stringent return policy, I was apprehensive to place the order.  However, I did decide to purchase based on [redacted] verbal assurance that he would 'take care of us' if there were any problems.  When the furniture was delivered (later than promised) and it looked different than we had expected we contacted [redacted] to seek a return and we were denied.  I understand what is in the written policy of the business, however I feel that [redacted] induced me to purchase the furniture by giving me his verbal word that he would take care of us if there were any problems, and then he did not keep his word.  He has cited multiple reasons and excuses as to why he can't accept a return of the furniture including that he does not have room on his show floor, the furniture can't be sent back to the manufacturer without a box, and that he doesn't have the money to give us a refund.  At the end of the day, none of these reasons change the fact that [redacted] gave his word to take care of us if there were any problems.  We have not changed our direction on what we wanted from the very beginning.  [redacted] has not shown an interest in helping us or truly understand our needs, but rather it appears that his only motivation has been to sell us a different bedroom set that he supplies.  Everything I have said in social media reviews is honest and accurate, and since we are stuck with $4,600 worth of furniture that we [redacted]'t want and I have had such a terrible experience dealing with this business I feel that the best thing I can do is warn others to steer clear and shop elsewhere. Regards,[redacted]

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.

  The business contacted me and said he now had my lamp, I told him that too much time had expired & I bought another lamp.  I told him I wanted my money back & he replied he would send a check which never came.  I do not want the lamp, I want my money refunded. 

Regards,

We had to cancel a check which was a bank fee incurred that they said that they did not receive once we verified funds had not been removed from our account.  We made a cashiers check for the purchased amount plus $50.00.  If you preview the paper work they provided, then it clearly shows the customer received a price of $699.99 for four tables ( a coffee table, a chairside table, and 2 end tables)  The coffee table if purchased alone would have been more than the $300.  It was less than $300.  The customer reported to you that they paid $699 for the coffee table alone in their initial complaint which they have now changed in their rebuttal!   The customer received 75% of the merchandise but received back more than 50% of what they paid us.  The customer should have paid originally $399.99 for coffee table, $249.99 for each end table, and $99.99 for the chairside table.  When we asked them about what would make them happy initially, it was because they were demanding $699.99.  The manufacturer discontinued the table but did not tell us until much later than they do normally.  In addition, customer did ask for $399 which is much more than they paid us originally.  We offered customer $299 which was more than fair especially because customer signed our terms and conditions which states that they in some cases would get store credit.  We do not have returns, exchanges, other than store credit.  Otherwise customer would incur a restocking fee (35%) or cancellation fee (50%) which means we have been more than fair and DID PROVIDE $50 more than they paid for product and they accepted that as agreeable at time of taking cashiers check yet now they seem to reneg and dispute on what they committed to do once again!  If we offered $299, they asked for $399 is not the $350 reasonable and more than fair in this specific case?

I have reviewed the response made by the business in reference to complaint ID [redacted], but they never said anything about 150 dlls for the delay, and delivery, but I DEFINITELY do not trust on them anyway, I went and picked them up by myself not because I want them, I did not want to lose anymore money and time . They required from Nov 7 th,2014 when I pay for the furniture,  until FEB 21st 2015, wich is 14 weeks to complete the order, when they said , that will be only 6 weeks, for sure before christmas. Terrible business, they even not answered to Revdex.com, after several weeks, they never answered my pone calls. That was a terrible purchased, never will go again, I will tell this to everyone who ask me, family and friends.  This was the best resolution for me, because, its better one bad deal, then one good and long trial.

We had custom made furniture done and its the best investment we have ever made in furniture. We are happy with the owners [redacted] and [redacted] as it was better than we expected! It did take 6 weeks but they said 4-7 weeks initially anyways! We have more rooms and will continue to return to our favorite store in the Santan Village Mall, San Tan Furniture. It is a nice family run store with higher end and custom made furniture at factory prices. I do not care what others say online but all we saw was people doing a great job and what looked like to us return/repeat customers in their store every time we were there which means they did right by those customers as well as us.