Sign in

Santa Fe Furnishings, Inc

Sharing is caring! Have something to share about Santa Fe Furnishings, Inc? Use RevDex to write a review
Reviews Santa Fe Furnishings, Inc

Santa Fe Furnishings, Inc Reviews (4)

Complaint: [redacted]
I am rejecting this response because;Hill Country Interiors has failed to resolve my customer complaint to my satisfaction.While they clearly point to their written policy of "All Sales Final - No Refunds" on their Sales Order (which does not have my signature on it) and again on the credit card transaction receipt "All Transactions Are Final No Refunds" (which does indeed have my signature on it), they don't address the sales person's verbal guarantee of a 30 day refund at the point and time of sale and witnessed by my significant other, Ms. [redacted].   (See attached signed statement to Chase Credit Card Services).   Ms. [redacted] is more than willing to write another statement directly to Hill Country Interiors recalling the conversation she witnessed between Ms. [redacted], our salesperson and me.   According to Ms. [redacted], Ms. [redacted] offered "30 days to return the stools if they didn't work out for some reason".I hesitate to speculate, but I believe Ms. [redacted] misspoke in offering a verbal return policy to me of 30 days.  I feel very confident in what I heard and it is backed up by Ms. [redacted].   As a 30-year Air Force veteran, I don't tell stories nor make up details.  I heard what I heard and I have a witness.  I did not hear Ms. [redacted] offer me 48 hours to return the merchandise nor did she stress that all sales were final.   Instead, I took her word to represent the integrity of Hill Country Interiors and from what I can tell by the response, the company in unwilling to stand behind the mistake I believe their employee made in "closing the deal" with me.   If Ms. [redacted] misspoke, I think she should admit it and the company ought to stand behind her mistake by refunding the balance of my purchase.  If I felt for even a minute during the transactional conversation that all sales were final I would not have purchased the two high-end bar stools in question as I was on the fence over purchasing them anyway and I truly believe the refund offer was made to help reassure me that I was taking minimal risk in purchasing them on that day.Further, as I explained to Hill Country Interiors in person when returned to the store to claim partial credit, the 11 day period they referred to includes two Sundays where the store was closed, 4 days of out of town travel by me and several days in delay in communicating and receiving return calls by the store.   Effectively putting my return at more like 72 hours/3 days vs. 11.   In other words, the effort to return the stools was clearly initiated by me as soon as practically possible and after great deliberation in trying to talk myself into liking and keeping the stools.I see two problems here.  First, Hill Country Interiors is putting their entire argument and failure to refund my money behind their written store policy.   A store policy they can and do clearly deviate from by offering a 48-hour return policy (unwritten) and a store credit policy (unwritten).  So, they do indeed offer options beyond the written store policy they're basing my refund denial on.   Secondly, I believe a verbal promise / contract was offered to me in an effort to "close the deal".   This response fails to refute the verbal promises offered to me at the point of sale, address the delay in responding to me or acknowledge my mitigating travel schedule.   Again, the entire denial of a full refund is based on their written policy with apparent disregard or responsibility for their employee's actions in making a verbal agreement with me.I understand their position in arguing my actions of both signing the credit card receipt and accepting the partial refund.   However, as previously explained, I did not want to be bound to spend such a large sum of money with this establishment by accepting full store credit only.   I also felt if I hoped to see any of my cash returned, I should take the partial refund and argue for the balance by appealing to store management / ownership on the integrity of their promises.   At the end of the day...  $210.00 is a steep price to pay for owning 2 barstools for 11 days!   At this point...  I am still a dissatisfied customer and I believe Hill Country Interiors is using poor business and customer service practices to remedy this issue.   The only satisfactory remedy at this point is a full refund of the outrageous "restocking" fee they claim is extremely fair.  As the customer, I feel like I've been steamrolled by the merchant.
Regards,
[redacted]

Revdex.com Corporate Office [redacted] Austin, Texas [redacted] April 6, 2015 RE: ID [redacted] Our policy of returns/refunds on customer invoices read "ALL SALES FINAL — NO REFUNDS". The policy, printed on the customer's credit card receipts reads "ALL TRANSACTIONS ARE FINAL NO REFUNDS". In addition,...

we also extend to all customers a 48 hour return policy that allows them to return any in-store item for a full refund. Eleven days far exceeds any reasonable time frame to return a home furnishing purchase, however, in a good faith effort we offered the customer two options. Option #1 was 100% full store credit. Option #2 was a full refund less a restocking fee. Customer chose option #2. Hill Country Interiors has a history of 24+ years providing excellent customer service and appreciate the opportunity to respond. Sincerely, Hill Country Interiors

April 14, 2015 Revdex.com Complaint #[redacted] Hill Country Interiors stands by its previous response and additional options offered to the customer as a sign of good faith. That being said, I want to add a few comments that weren't included in the original response since this will be our last correspondence regarding this matter. I, [redacted] and co-owner of Hill Country Interiors, was seated five feet away during the whole sales transaction and Mrs. [redacted], Store Manager and employee of 16 years, NEVER, offered a 30 day return policy at anytime to this customer or any other customer. The customer threatened the reputation of Hill Country Interiors via telephone with Mrs. [redacted] when reminded of our return policy when he attempted to get a full refund after the 11 day period. In addition, I also spoke to the customer via telephone and told him outright that threatening our business reputation was not a smart thing to do. Also, not once during my lengthy conversation with the customer did I detect or did the customer articulate the type of drama that is in his responses. Regarding his credit card company, I spoke with them and explained the situation regarding our policy regarding returns and our good faith effort to assist/satisfy the customer. The credit card representative was more than satisfied. Sincerely, Hill Country Interiors

My response is driven by their further explanation justifying their position.    I take exception to their claim of me threatening their reputation and that’s why I want to respond.   In my opinion and partially due to my ignorance in fully understanding the Revdex.com complaint process…I don’t think they should get away with the final words/strong accusations towards my reaction of feeling like I’ve been lied to.    In time…if these are their business practices…their reputation will catch up with them.   I do indeed believe I told the salesperson that failing to fulfill their verbal agreement with me would result in my inability to honestly recommend their goods and services to any of my friends…and the number of friends and acquaintances is significant as I sit on a couple of association boards, have a large number of military retiree friends in the immediate area and I’m famous for word-of-mouth recommendations.    Several lost sales for them will surely overshadow the disputed amount of my refund.  I’m honest, blunt and straight forward and in my opinion…was merely stating the facts following their ridiculous response about not accepting “used furniture” back into the store.   I really felt like they were insulting my intelligence with a response like that right out of the chute.      In the end…they have to look themselves in the mirror while they claim they have integrity.   I feel otherwise and their response to this issue, including the absence of an apology for any misunderstandings from their salesperson is really telling.   Mr. [redacted]’s action and defense of his salesperson is noble and some bosses would do the same.  However… some bosses/business owners would also accept responsibility for an employees mistake in customer service and err to the side of the customer.   Again and In my opinion only… favoring the customer is what breeds return customers, loyalty and great recommendations…all leading to future sales.  Actions like those I just listed are what define a business' customer services practices as “Best”.   I don’t think I received the best customer service from Hill Country Interiors.      Also, Mr. [redacted] never "spoke to me by phone" about his final decision as he claims below.    Instead, he texted me while I was on my business trip and relayed that Ms. [redacted] told him I had made some sort of threat over the phone in my initial call to her.  I responded by text immediately and told him that absent a full refund, I would be contacting the Revdex.com and my credit card company for assistance.  In his text and again in his response below, he provided vague details about what threat Ms. [redacted] told him I conveyed.   I’m left wondering if Ms. [redacted]’s recounting of my phone call was an attempt to further cover her mistake in promising me a full refund then failing to honor her agreement.   As I stated above…  I’m left to assume my comments about being unable to honestly recommend Hill Country Interiors to my friends must have been the “threat to their integrity” they’re referring to.   Additionally…  I saw Mr. [redacted] sitting more like 7 or 8 feet away from us with his back to us.   Conversely, Ms. [redacted], my significant other was only a foot away from the conversation facing Ms. [redacted] and Ms. [redacted] signed a statement recalling the refund promise Ms. [redacted] made to me.   So…yes…at the end of this exchange…  there’s no doubt in my mind that Hill Country Interiors has integrity issues and I hope other consumers are cautious and read the fine print/fully understand their transactions in doing business with this company.  It’s obvious from Mr. [redacted] response that I touched a nerve in his categorization of my complaint as “dramatic” and I have a sneaking suspicion that this is not the first time they’ve been called out for making promises they don’t keep.  However… that is mere speculation and I don’t have any tangible evidence from other customers with similar experiences from this business…just a gut feeling.   I’ve learned a hard lesson and they will not see repeat business from me.   No threats…simply the facts.      Best regards, [redacted]
      
[redacted]

Check fields!

Write a review of Santa Fe Furnishings, Inc

Satisfaction rating
 
 
 
 
 
Upload here Increase visibility and credibility of your review by
adding a photo
Submit your review

Santa Fe Furnishings, Inc Rating

Overall satisfaction rating

Add contact information for Santa Fe Furnishings, Inc

Add new contacts
A | B | C | D | E | F | G | H | I | J | K | L | M | N | O | P | Q | R | S | T | U | V | W | X | Y | Z | New | Updated