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Spencer's Furniture Express Inc.

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Reviews Spencer's Furniture Express Inc.

Spencer's Furniture Express Inc. Reviews (4)

The customer placed an order for a sofa and loveseat with CUSTOM fabric choices on 10/29/15. He was quoted 4-5 weeks for us to receive his furniture. We 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 25th. Due to Thanksgiving the next day, the trucking company did not have any trucks in the Southern California area. They picked up on the next available truck which was Tuesday, December 1st. Apparently the truck driver called and told one of our sales people that he would be here in a few days. The customer came into the store that day and we relayed that we could have his furniture here by Friday the 4th of December. We did not tell him it would be here, but that it could be here. We only call our customers to pick up their furniture when it has been delivered to us by the freight company. I called the freight company and spoke to the dispatcher on Friday, Dec. 4th and was told the truck was stopped in southern Oregon due to weather in that area. It would continue to Seattle as soon as possible where the freight would be consolidated for shipment to Spokane. This was relayed to the customer. The trucking company delivered the furniture to us on Wednesday, December 9th which was slightly less than a week longer than quoted. Unfortunately our sales person did not take the Thanksgiving holiday occurring during the customers quoted lead-time. While we try our best to be accurate with our estimated times there are many factors that are out of our hands that can occur. This is why we do not guarantee estimated time frames. Sometimes 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 5:15. They did notice that the manufacturer did not ship one of the pillows for the sofa. This pillow shipped via UPS on 12/15 to us and is currently showing a estimated Monday 12/21 delivery date to us. We will call the customer as soon as we have received the pillow here at our store.

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,...

2016
 
Attorney General of Washington
Attn:  [redacted]
800 Fifth Ave, Suite 2000
Seattle, WA 98107-3188
 
RE:   [redacted]
File #: [redacted]
 
Mr. [redacted] purchased an Ashley Furniture model [redacted] sofa from us on October 16, 2016 and he took it home that day. Four days later, 10/20/16, he came back to our store and purchased the matching loveseat, model [redacted] which he also took home that day.
  
On 11/21 or 11/23, which was over a month after purchasing his furniture, Mr. [redacted] called the store and spoke to Lisa who handles warranty claims for our store. Mr. [redacted] stated that he was concerned about peeling issue complaints against Ashley furniture. Lisa explained to Mr. [redacted] that she had only heard of peeling issues regarding the fake leathers (Ashley’s Durablend for example), but assured Mr. [redacted] that he did not purchase a set that was upholstered in Durablend. His set is a polyester & polyurethane fabric. She also conveyed that the particular model he purchased was one of our top selling sets which we have sold since February 2015. 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. [redacted] again called the store on Sunday, 11/27/16 and asked if he could return his furniture for a refund. He was told that we would call him on Monday (11/28). Prior to calling Mr. [redacted], Lisa discussed the situation with the store owner, Mr. Craig T[redacted]. Mr. [redacted] stated that he wanted to return his furniture for better quality. When asked what was wrong with his furniture he stated that nothing was wrong with it, he just wanted to select something of better quality. 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. She explained that the nature of fabrics, foams and fill of upholstered furniture takes on the smells and allergens of the environment it is in. In trying to help Mr. [redacted] she explained that the store owner looks at any request for return on a case by case basis. If requests are made within 24 hours or it has not been unwrapped, usually there is no problem. If there are any pets or smoking we absolutely cannot take the furniture back, especially more than a month later. Mr. [redacted] stated he had a dog when asked.
 
On that same day, November 28th, Mr. [redacted] wrote a bad review of our store on Google. Unfortunately the review was based on several mistruths. He does NOT have furniture with “fake leather” and therefore, his furniture is not part of any class action lawsuit against Ashley Furniture. He was denied a return due to the length of time he had the furniture along with the presence of a pet in the home. He did not state that there was nothing wrong with his furniture in his review. Spencer’s Furniture stands by our decision to not exchange or refund his purchase based on the above facts.
Attachments:  [redacted] Specifications, [redacted] Specifications, Durablend Contents, Google Review
 
 
 
 
 [redacted]SUPPORTING DOCUMENTS REDACTED BY Revdex.com[redacted]

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 24 hours or it has not been unwrapped, usually there is no problem. If there are any pets or smoking we absolutely cannot take the furniture back, especially more than a month later. Mr. [redacted] stated he had a dog when asked."
-Again not stated anywhere on bill of sale receipt.
Sincerely,[redacted]

Review: I ordered two couches at this store on October 29, 2015; I was told that it would take 4 to 5 weeks to deliver. I went last week on Thanksgiving week and they told me to come back next week. I went back the following week on Tuesday Dec., 1, 2015. One of the employees at the store told me that it was not available for pick up. I was told due to thanksgiving it was not at the store yet. I was advised to come back on Friday Dec. 4, 2015. I went back to the store after two days; however, they said they still do not have it. One of the employees told me that the freight company has issues. The other employee tried to convince me in saying due to snow it would run late again. They gave me different answers; I am confused. I even asked them if they could refund my money but they said it is not refundable. I do not know what to do.Desired Settlement: I want the couches to be delivered next week if they are not willing to refund me.

Business

Response:

The customer placed an order for a sofa and loveseat with CUSTOM fabric choices on 10/29/15. He was quoted 4-5 weeks for us to receive his furniture. We 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 25th. Due to Thanksgiving the next day, the trucking company did not have any trucks in the Southern California area. They picked up on the next available truck which was Tuesday, December 1st. Apparently the truck driver called and told one of our sales people that he would be here in a few days. The customer came into the store that day and we relayed that we could have his furniture here by Friday the 4th of December. We did not tell him it would be here, but that it could be here. We only call our customers to pick up their furniture when it has been delivered to us by the freight company. I called the freight company and spoke to the dispatcher on Friday, Dec. 4th and was told the truck was stopped in southern Oregon due to weather in that area. It would continue to Seattle as soon as possible where the freight would be consolidated for shipment to Spokane. This was relayed to the customer. The trucking company delivered the furniture to us on Wednesday, December 9th which was slightly less than a week longer than quoted. Unfortunately our sales person did not take the Thanksgiving holiday occurring during the customers quoted lead-time. While we try our best to be accurate with our estimated times there are many factors that are out of our hands that can occur. This is why we do not guarantee estimated time frames. Sometimes 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 5:15. They did notice that the manufacturer did not ship one of the pillows for the sofa. This pillow shipped via UPS on 12/15 to us and is currently showing a estimated Monday 12/21 delivery date to us. We will call the customer as soon as we have received the pillow here at our store.

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business' response. If 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 [redacted] and find that this resolution is satisfactory to me.

Regards,

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Description: Furniture - Retail, Mattresses, Bedding

Address: 6404 E Sprague Ave, Spokane Valley, Washington, United States, 99212

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www.spencers-furniture.com

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