Second Chance Resale Shop

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because: It is not a completely accurate statement I did sign the contract, but I was sent an electronic copy of the form, not handed one in the store MsC [redacted] does not state that she said the merchandiser wouldn't even receive the order until Monday I called Monday afternoon, and requested to cancel and a man answered and told me that I couldn't cancel because of the financing(The Financing Company has told me they would cancel if the store would agree to cancel) I would not have asked about cancelling the order or gone to this trouble had I been aware their was no cancellation I do see the statement about no cancellation in the contract, now, but if I had been aware of it, I wouldn't have asked on Monday or, again on Tuesday I have spoken to [redacted] several times, and they are trying to help me I have learned that this is not a place to do business If I had heard the words, YOU CAN NOT CANCEL, instead of being emailed them, as everything I did was online, I probably would have hesitated and not signed the contract I was shown where to sign, and honestly did not see that statement and was not aware of it MsC [redacted] also doesn't mention that I had to go out to my car and retrieve my reading glasses to be able to read my bank card and checking account number for the application There's no customer service where a business won't work with a customer at all to resolve a problem I believe this is a matter of money and that this order could have been cancelled based on the fact that the merchandiser wasn't even supposed to receive the order until Monday, and conversations I've had with different employees at [redacted] since I first called the business and asked to cancel the order Regards, [redacted]

From: Alisha C [redacted] Sent: Friday, October 16, 4:PMTo: Johana Diaz Cc: [redacted] Subject: complaint id [redacted] To whom it may concern, Mrs [redacted] came in to our store on October 9th looking to purchase a sofa, love seat and matching chair as a surprise for her husbandShe brought in a pillow from her current set and wanted something that would compliment itWe took the pillow and went through all of the fabrics and she picked a color called dream javaShe wanted to finance the set so she applied for the financing and was approved for $She filled out all the paperwork after we went over everything, highlighting the important items such as fees, payment, etcWhile we were filling out the paperwork for the crest we also filled out a paper for our store for the special orderIn that paper it clearly explains that special orders can not be canceledThis was also highlighted and she signed that as wellHer bill was $and she was required by crest to pay a $application fee up front and then the rest of her payments would be deducted from the bank account she signed up with on the days she got paidShe was fully aware of what she signed and after 3-days changed her mind or her husband wasn't happy with the surpriseEither way we can not cancel the order on custom items and my wholeseller does not deal with the public so I am unable to give her the number because they would not even speak to her since she is my customer and not theirsI am sorry that she has changed her mind but she was aware that she was entering in to a contract and was in the store for around hours and was fully aware of all she was signing and was given a copy of what she signedShe picked out a very lovely set and I am sure she will be very happy with itI have included a copy of the contract she signed with us for you to viewThanks for your time, Alisha C [redacted] owner Quality Home Furnishings East Broad St Statesville, NC 704-380-

From: Alisha C[redacted] Sent: Friday, October 16, 2015 4:21 PMTo: Johana Diaz...

<[email protected]>Cc: [redacted]Subject: complaint id [redacted]   To whom it may concern,                   Mrs. [redacted] came in to our store on October 9th 2015 looking to purchase a sofa, love seat and matching chair as a surprise for her husband. She brought in a pillow from her current set and wanted something that would compliment it. We took the pillow and went through all of the fabrics and she picked a color called dream java. She wanted to finance the set so she applied for the financing and was approved for $1300. She filled out all the paperwork after we went over everything, highlighting the important items such as fees, payment, etc. While we were filling out the paperwork for the crest we also filled out a paper for our store for the special order. In that paper it clearly explains that special orders can not be canceled. This was also highlighted and she signed that as well. Her bill was $880.69 and she was required by crest to pay a $40 application fee up front and then the rest of her payments would be deducted from the bank account she signed up with on the days she got paid. She was fully aware of what she signed and after 3-4 days changed her mind or her husband wasn't happy with the surprise. Either way we can not cancel the order on custom items and my wholeseller does not deal with the public so I am unable to give her the number because they would not even speak to her since she is my customer and not theirs. I am sorry that she has changed her mind but she was aware that she was entering in to a contract and was in the store for around 2 hours and was fully aware of all she was signing and was given a copy of what she signed. She picked out a very lovely set and I am sure she will be very happy with it. I have included a copy of the contract she signed with us for you to view. Thanks for your time,   Alisha C[redacted] owner  Quality Home Furnishings 1541 East Broad St Statesville, NC 28625 704-380-3798

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
Complaint: [redacted]
I am rejecting this response because:  It is not a completely accurate statement.  I did sign the contract, but I was sent an electronic copy of the form, not handed one in the store.   Ms. C[redacted] does not state that she said the merchandiser wouldn't even receive the order until Monday.  I called Monday afternoon, and requested to cancel and a man answered and told me that I couldn't cancel because of the financing. (The Financing Company has told me they would cancel if the store would agree to cancel).  I would not have asked about cancelling the order or gone to this trouble had I been aware their was no cancellation. 
I do see the statement about no cancellation in the contract, now, but if I had been aware of it, I wouldn't have asked on Monday or, again on Tuesday.  I have spoken to [redacted] several times, and they are trying to help me.  I have learned that this is not a place to do business.  If I had heard the words, YOU CAN NOT CANCEL, instead of being emailed them, as everything I did was online, I probably would have hesitated and not signed the contract.  I was shown where to sign, and honestly did not see that statement and was not aware of it.  Ms. C[redacted] also doesn't mention that I had to go out to my car and retrieve my reading glasses to be able to read my bank card and checking account number for the application. 
There's no customer service where a business won't work with a customer at all to resolve a problem.  I believe this is a matter of money and that this order could have been cancelled based on the fact that the merchandiser wasn't even supposed to receive the order until Monday, and conversations I've had with different employees at [redacted] since I first called the business and asked to cancel the order. 
Regards,
[redacted]

Review: I went into their store on Friday, October 9th, 2015 and ordered a living room set. It wasn't supposed to be in for two weeks. On Monday, October 12, 2015, I called and spoke with a man at the business about cancelling my order. He said I couldn't cancel because it had gone through the lending service, [redacted]. I called [redacted], who stated that if they would cancel it at the shop, then [redacted] would cancel it. Neither is willing to cancel it, is what I have gathered. I have been told to go back to the store and have a 3-way conversation with the owners/operators in Statesville, but as I called back on Tuesday and a woman answered and said it couldn't be cancelled, and [redacted] says I can't cancel or get a refund until I have the merchandise on hand, I don't know what to do. I have contacted my bank about this and will place a dispute on their records. Any help you can give me would be appreciated. The store says they won't/can't give me the name or contact information for the people/company who makes the furniture, so I can have them cancel my order. Again, any help would be greatly appreciated. Sincerely, [redacted]Desired Settlement: Actually, I just want the order cancelled, so no more time or expense is taken from anyone. I understand that I would probably lose the $40.00 deposit, but what's the point in making furniture, insisting that it be delivered/picked up, so it's in the possession of the person who placed it, before a refund/cancellation can be done. This is ludicrous. Sincerely, [redacted]

Business

Response:

From: Alisha C[redacted] Sent: Friday, October 16, 2015 4:21 PM To: Johana Diaz <[email protected]> Cc: [redacted] Subject: complaint id [redacted] To whom it may concern, Mrs. [redacted] came in to our store on October 9th 2015 looking to purchase a sofa, love seat and matching chair as a surprise for her husband. She brought in a pillow from her current set and wanted something that would compliment it. We took the pillow and went through all of the fabrics and she picked a color called dream java. She wanted to finance the set so she applied for the financing and was approved for $1300. She filled out all the paperwork after we went over everything, highlighting the important items such as fees, payment, etc. While we were filling out the paperwork for the crest we also filled out a paper for our store for the special order. In that paper it clearly explains that special orders can not be canceled. This was also highlighted and she signed that as well. Her bill was $880.69 and she was required by crest to pay a $40 application fee up front and then the rest of her payments would be deducted from the bank account she signed up with on the days she got paid. She was fully aware of what she signed and after 3-4 days changed her mind or her husband wasn't happy with the surprise. Either way we can not cancel the order on custom items and my wholeseller does not deal with the public so I am unable to give her the number because they would not even speak to her since she is my customer and not theirs. I am sorry that she has changed her mind but she was aware that she was entering in to a contract and was in the store for around 2 hours and was fully aware of all she was signing and was given a copy of what she signed. She picked out a very lovely set and I am sure she will be very happy with it. I have included a copy of the contract she signed with us for you to view. Thanks for your time, Alisha C[redacted] owner Quality Home Furnishings 1541 East Broad St Statesville, NC 28625 704-380-3798

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because: It is not a completely accurate statement. I did sign the contract, but I was sent an electronic copy of the form, not handed one in the store. Ms. C[redacted] does not state that she said the merchandiser wouldn't even receive the order until Monday. I called Monday afternoon, and requested to cancel and a man answered and told me that I couldn't cancel because of the financing. (The Financing Company has told me they would cancel if the store would agree to cancel). I would not have asked about cancelling the order or gone to this trouble had I been aware their was no cancellation. I do see the statement about no cancellation in the contract, now, but if I had been aware of it, I wouldn't have asked on Monday or, again on Tuesday. I have spoken to [redacted] several times, and they are trying to help me. I have learned that this is not a place to do business. If I had heard the words, YOU CAN NOT CANCEL, instead of being emailed them, as everything I did was online, I probably would have hesitated and not signed the contract. I was shown where to sign, and honestly did not see that statement and was not aware of it. Ms. C[redacted] also doesn't mention that I had to go out to my car and retrieve my reading glasses to be able to read my bank card and checking account number for the application. There's no customer service where a business won't work with a customer at all to resolve a problem. I believe this is a matter of money and that this order could have been cancelled based on the fact that the merchandiser wasn't even supposed to receive the order until Monday, and conversations I've had with different employees at [redacted] since I first called the business and asked to cancel the order.

Regards,