Spencer's Furniture Express Inc.

This is the response we sent to the Washington State Attorney General's office regarding their complaint to their office. I have also attached the specification for his furniture and the Ashley Durablend contents which is furniture is NOT upholstered in
December 8,
Attorney General of Washington
Attn: *** ***
Fifth Ave, Suite
Seattle, WA 98107-
RE: *** *** ***
File #: ***
Mr*** purchased an Ashley Furniture model *** sofa from us on October 16, and he took it home that dayFour days later, 10/20/16, he came back to our store and purchased the matching loveseat, model *** which he also took home that day
On 11/or 11/23, which was over a month after purchasing his furniture, Mr*** called the store and spoke to Lisa who handles warranty claims for our storeMr*** stated that he was concerned about peeling issue complaints against Ashley furnitureLisa explained to Mr*** that she had only heard of peeling issues regarding the fake leathers (Ashley’s Durablend for example), but assured Mr*** that he did not purchase a set that was upholstered in DurablendHis set is a polyester & polyurethane fabricShe also conveyed that the particular model he purchased was one of our top selling sets which we have sold since February She also reassured him that we have not had one single warranty claim for this set due to any fabric issues or any other issues that she could think of for that matter
Mr*** again called the store on Sunday, 11/27/and asked if he could return his furniture for a refundHe was told that we would call him on Monday (11/28)Prior to calling Mr***, Lisa discussed the situation with the store owner, MrCraig T***Mr*** stated that he wanted to return his furniture for better qualityWhen asked what was wrong with his furniture he stated that nothing was wrong with it, he just wanted to select something of better qualityLisa stated that after more than a month in a customer’s home and nothing wrong with the furniture we could not take it back since it was at this point used furnitureShe explained that the nature of fabrics, foams and fill of upholstered furniture takes on the smells and allergens of the environment it is inIn trying to help Mr*** she explained that the store owner looks at any request for return on a case by case basisIf requests are made within hours or it has not been unwrapped, usually there is no problemIf there are any pets or smoking we absolutely cannot take the furniture back, especially more than a month laterMr*** stated he had a dog when asked
On that same day, November 28th, Mr*** wrote a bad review of our store on GoogleUnfortunately the review was based on several mistruthsHe does NOT have furniture with “fake leather” and therefore, his furniture is not part of any class action lawsuit against Ashley FurnitureHe was denied a return due to the length of time he had the furniture along with the presence of a pet in the homeHe did not state that there was nothing wrong with his furniture in his reviewSpencer’s Furniture stands by our decision to not exchange or refund his purchase based on the above facts
Attachments: *** Specifications, *** Specifications, Durablend Contents, Google Review
***SUPPORTING DOCUMENTS REDACTED BY Revdex.com***

[A default letter is provided here which indicates your acceptance of the business' responseIf you wish, you may update it before sending it.]
Revdex.com,
I have reviewed the response made by the business in reference to complaint ID *** and find that this resolution is satisfactory to me.
Regards,
*** ***

Complaint: ***I am rejecting this response because:
Durablend or not, Spencer's Furniture bill of sale receipt states nothing to the effect of not taking a return
"Lisa stated that after more than a month in a customer’s home and nothing wrong with the furniture we could not take it back since it was at this point used furniture."
-Not stated on bill of sale receipt
"Mr*** she explained that the store owner looks at any request for return on a case by case basis"
-Was never told during our phone conversation
"If requests are made within hours or it has not been unwrapped, usually there is no problemIf there are any pets or smoking we absolutely cannot take the furniture back, especially more than a month laterMr*** stated he had a dog when asked."
-Again not stated anywhere on bill of sale receipt
Sincerely,*** ***

The customer placed an order for a sofa and loveseat with CUSTOM fabric choices on 10/29/He was quoted 4-weeks for us to receive his furnitureWe clearly state in our terms of sale that we cannot guarantee estimated shipping dates and the customer initialed our terms of sale at the bottom of
our invoice (attached)We received a call from the manufacturer that his order was ready for pick up by the freight company on Wednesday, November 25thDue to Thanksgiving the next day, the trucking company did not have any trucks in the Southern California areaThey picked up on the next available truck which was Tuesday, December 1stApparently the truck driver called and told one of our sales people that he would be here in a few daysThe customer came into the store that day and we relayed that we could have his furniture here by Friday the 4th of DecemberWe did not tell him it would be here, but that it could be hereWe only call our customers to pick up their furniture when it has been delivered to us by the freight companyI called the freight company and spoke to the dispatcher on Friday, Dec4th and was told the truck was stopped in southern Oregon due to weather in that areaIt would continue to Seattle as soon as possible where the freight would be consolidated for shipment to SpokaneThis was relayed to the customerThe trucking company delivered the furniture to us on Wednesday, December 9th which was slightly less than a week longer than quotedUnfortunately our sales person did not take the Thanksgiving holiday occurring during the customers quoted lead-timeWhile we try our best to be accurate with our estimated times there are many factors that are out of our hands that can occurThis is why we do not guarantee estimated time framesSometimes a manufacturer and/or freight carrier is late and some times they are early
The customer picked up his sofa and loveseat on December 9th at 5:They did notice that the manufacturer did not ship one of the pillows for the sofaThis pillow shipped via UPS on 12/to us and is currently showing a estimated Monday 12/delivery date to usWe will call the customer as soon as we have received the pillow here at our store