Spencer Furniture, Inc.

They have not repaired 2 pieces of a dining room set. They did not return last e-mail.We purchased a dining room set much less than a year ago. During the first holiday, our first use of the set, the locking mechanism came right out of the wood as I tried to lock the table together. Also, a chair that came with the set had the legs fall apart...not by anything breaking but just fell apart like the pieces that they assembled were not put together. We called them and they asked for pictures. We sent them pictures....and didn't hear anything more. A few weeks later a bubble envelope arrived with repair pieces for the table and for the chair. We waited a few days figuring they had sent the parts and were going to send someone to do the repair. We heard nothing. We sent them an e-mail asking them what we needed to do next for the repairs. We have never heard anything back from them regarding the repair.Desired SettlementWe would like to hear back from them with a satisfactory answer to our last question. Namely, repair of the table and repair of the chair.Business Response The customer called on 12/30/2014 stating that when they tried to put their table back together that the lock fell off and that a wrung on the chair would not go back in. The owner called the customer to let them know that the company who makes the furniture would need pictures showing what the problems were. They were given the email address of the office manager to forward the pictures to. After receiving the pictures the parts were ordered. The customer in the meantime sent an email to our general email address from our website even though they had a direct contact email. The parts were already on their way to them via FEDEX when we received this email. We were not aware that the customer did not want to do this simple repair themselves which a phone call would have brought this to our attention. We at Spencer Furniture take pride in our A++ rating with the Revdex.com. If the customer would like us to go into their home to do the repair we are more than happy to do that. A simple phone call would of taken care of this matter. Please advise as to whether this is an acceptable resolution to this matter.Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.)I was surprised to read the response from Spencer furniture regarding this matter. It has always been my experience, when dealing with a company that "takes pride in our A++ rating" that a company with that attitude would be sure to follow up (in fact, dare I say, take the initiative) to be sure that a customer with their defective merchandise is satisfied. For a company to wring their hands of a problem after sending replacement parts to a customer is laughable. For them to assume any customer will make repairs UNLESS THEY CALL THE REPAIR SHOP BACK...borders on the absurd. Thank god our auto body shop did not send the left front fender and suspension parts to me assuming I would put the car back together after my accident. I am sure to them....that was a simple repair too!! I am still left wondering why Spencer Furniture never contacted us until the Revdex.com contacted them. I have a copy of the e-mail that I sent to them AFTER I had received the parts. In it, I ask "what they would like me to do with the parts".....contrary to Spencer's response, this e-mail question was sent to "[redacted], the same address we sent the pictures to and NOT a general e-mail address. I have this saved if the Revdex.com would like to see this. At that point any reasonable company would know they needed to contact the customer or at least answer the question I posed. Instead, they now choose to skew the focus and question why we would contact them by e-mail instead of a phone call. In fact, my e-mail was in response to the last contact they had made to us which was through e-mail! As of this writing, I am still awaiting a simple response (phone call or e-mail) responding to my last question... so we can move forward with a solution.Final Business Response We went to the customer's home on Saturday, March 21st and repaired the customer's table and chair. They should be all set now.

failure to put in my order as well as failure to mail me a copy of my reciept after multiple callson 2/7/15 I went into to spencer furniture to inquire about a hutch purchase on or about 2/14 I called to place my order over the phone as I needed to measure my future purchase at home. I called and gave June Schwartz my credit card information and was promised a copy of my reciept. after about two weeks I called on March 5th to find out my order was missing and then was never placed. Which was only discovered after I was the one who placed the phone call for my reciept. After speaking with June she assured me that she was going to put my order through and mail me a copy of my recipet. As a paying customer this should have been automatic to mail out as this was my second time calling on it. I should have recieved something showing my order, my downpayment and a copy of my blance due. I called again on March 12th they now can not find my order slip and again did not mail me a copy of my reciept. This is unacceptable custmer service.I should not have to be calling a business multiple times for something that is rightfully mine.Desired Settlementi feel that the business should waive the delevery fee and offer me some kind of discount as this has been nothing but a completed hassle for me. this order is already taking 8-10 weeks and now I have to wait even longer and the company should find a way to expedite my order Business Response We are handling this with the customer directly.