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
Complaint: [redacted] 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 [redacted] 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 [redacted] stated he had a dog when asked." -Again not stated anywhere on bill of sale receipt Sincerely, [redacted] ***
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
Complaint: [redacted] 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 [redacted] 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 [redacted] stated he had a dog when asked." -Again not stated anywhere on bill of sale receipt Sincerely, [redacted] ***