Steinhafels Furniture

Review: We purchased a "transformer" couch in June of 2015 from them. We took delivery in August of 2015. 2 weeks later the reclining mechanism on the left side of the couch. We called for repair. They came out and "re-bent" it back. The next day it bent again. THey ordered a new mechanism and installed it 6 weeks later. 2 weeks later it bent again.

They came out in December to look at it again. They determined it was bent (again) and ordered another unit. I talked to the Service Manager who said "we are not in the practice of replacing pieces of furniture. We will continue to fix this"

It is now March 20th. We have not had our mechanism replaced. Everytime we call we get a call center who says if it is not there in 2 weeks please call back.

At this point we have had a couch for 8 months that we can not use, but yet we are required to pay for it.Desired Settlement: We would like to get an exchange for a couch that was made correctly. Obviously after bending 2 mechanisms from just using it. something it not built right in this couch.

Business

Response:

Today we emailed this customer and offered to allow them to either exchange the sofa for the same style or re-select a different style.

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. I am just waiting for confirmation from them as to what is being done since the couch is part of a set.

Regards,

Review: on 5/26/2014 I purchased a leather sofa/loveseat combo. Within the 1st year the coloring on the seat cushions began chipping off. I called Steinhafels and a repairman was sent out. He stated that the leather was actually painted (which was never told to me when purchasing product) and proceeded to repainted areas. Since then, warranty has expired and original problem has returned with the sofa looking worse than ever. I phoned Steinhafels to get some helpful suggestions but they had none. When you pay thousands of dollars for a product I feel it should look decent for longer than 9 months!Desired Settlement: credit towards a different product (as this sofa/loveseat will never look decent again---unless repairman returns on regular basis to repaint

Business

Response:

We will contact this customer to set up a service technician to see if we can take care of this. There will be no charge even though the furniture is out of the manufacturer's warranty at this time.

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

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,

Review: I ordered a special order sofa from Steinhafel's on April 11, 2015 requesting it be expedited due to a move I made at the end of May. I received emails for a month indicating it would be in on June 7th. The date continuously gets pushed back with limited explanation. They never claim to know where my sofa is located at any given time. On Monday June 22, the sales manager sent me an email saying it was in there yard, but not received into the warehouse. Multiple customer service personnel have indicated different dates to when I will receive the sofa, but it continually gets delayed. The company continues to make excuses, instead of going to find my sofa and letting me take it away on my truck. They will not even make attempts to find which Steinhafels yard it is sitting in and why the process continues getting delayed. I have spoke directly with Steve S[redacted], Judy F[redacted], and Greg H[redacted]. No one has been willing to locate my merchandise in the yard and allow me to pick it up. They have had all of my money for one month and have not compromised.

Outcome Desired: Steinhafels to allow me to pick up my sofa immediately.Desired Settlement: Steinhafels to allow me to pick up my sofa that I have paid for immediately.

Business

Response:

This customer was able to pick up her furniture from our warehouse on June 29th. We apologize for the delays.

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. However, I believe Steinhafels needs to revise practices surrounding their email system and educating all customer service personnel and store managers to understand shipping and receiving timelines to eliminate frustration and false hope of dates for furniture to be received.

Regards,

On May 7, 2014 I purchased 6 chairs for my kitchen table. The Guardsman Elite Furniture Protection Plan was also purchased. In September, the arm broke off one of the chairs when I sat in it. A service man came to look at the chair and said he would have to order some parts. (I had just assumed since the chairs were in stock, that I would receive a new chair).
The parts were ordered September 9. For the last two months I have been checking with Steinhafel's Service
Dept. to see when the chair would be fixed. They always say they are still waiting for parts. I've been waiting 3 and 1/2 months!!! I'm very unhappy with Steinhafels and their poor Customer Service.

Review: On 9/12/2012 I purchased two King Hickory custom order furniture items; a conversation couch and chair 1/2 from Steinhafels Furniture Store in [redacted]. In addition to these items I purchased, the store's guardsman protection plan and paid additional fees to upgrade from basic fabric to "a more durable fabric". These items were delivered to me on November 13, 2012. The fabric on the couch has started to fray and now fits loosely around the broken down cushions and one of the back leg is broken. I attempted to contact King Hickory but they will only deal with the company and not the customer. I contacted Customer Service @ Steinhaufels on 7/20/15 to resolve this issue, but they only offered replacement cushions (under 5 yr manufactures warranty) after an evaluation by technician at MY COST. PLUS the guardian protection plan only covers rips, tears and accident spills. Steinhafels customer service would not give me time frame on when someone would return my call. I would like a refund or replacement of this overpriced poor quality couch. In less than three years, I have purchased over $12,800.00 in furniture for me and my family. This is not how LOYAL customers should be treated.Desired Settlement: Refund or replacement, very unhappy with quality.

Business

Response:

We spoke to this customer on July 21, 2015 and responded to her concerns by letting her know that the Guardsman 5 year furniture protection plan covers accidental incidents of a single nature, such as rips tears stains and burns. It doesn't cover overall wear and tear or an accumulation of wear such as what she is describing on the seat cushions. Regarding the manufacturers warranty, we advised her that her foam cushion cores have a 5 yr warranty and we would be able to replace those for her at no cost. The fabric carried a one year warranty. Her furniture was delivered to her 11/13/2012. For reference, see the King Hickory Manufacturer's warranty below. Also the Guardsman 5 yr plan is mailed to every customer who purchases the plan. For reference, here is the link to what is mailed to our customers outlining the plan; https://apps.steinhafels.com/Sample-Elite.pdfWe can offer service and repair for this customer according to the manufacturer warranty. For items that are outside of the warranty, repairs and parts would be at the customer's expense. Warr

Go somewhere else... they will lie and tell you what you want to hear in order to get your Money (not your business). Once they have your money everything they "promised" goes right out the window just as quickly as your money did.

We bought a couch, ottoman and a chair; we were told the lead-time on the customer couch would be 6-8 weeks. We later found out that the lead time is 10-12 weeks... just today we were told the lead time is actually 6 MONTHS!!!!

We asked for to be credited back for the delivery as we have already picked up the ottoman and chair and there reply "we are within the T/C's and quoted lead time therefore there is nothing we can do for you"

Do yourself a favor and stay away from Steinhafels. Spend a little bit more at a furniture store like Rubin’s in Milwaukee and get reliable excellent customer service instead of the terrible experience we got from [redacted] who are only interested in [redacted] your money from you and moving onto the next victim.

Review: This started with we bought living room furniture from them and purchased a 5 year protection plan. We contacted them about our furniture that was peeling apart and punctured after we had just spend $5,200 on bedroom furniture and they refused to do anything about the living room furniture. We then decided to return the bedroom furniture that was still under the trial time and they picked it up. The are saying that we never returned the mattress protector even though we have signed that they picked it all up. They are refusing to refund us the money for it when we no longer have the mattress protector. I am also still trying to get my living room furniture taken care of because it is only 3 years old and I should not have to buy new furniture because it is peeling apart and punctured. We also have voice recorded them telling us that it was covered under the protection plan. Also the manager Rick had told us that he would get back to us about getting it taken care of and he has yet to call me back or respond to me. This is very frustrating and I don't feel that we should have to deal with this.Desired Settlement: I would like for my living room furniture to be repaired or replaced and would like a refund for the bedroom furniture. Thank you!

Consumer

Response:

I would like for my living room furniture to be repaired or replaced and would like a refund for the bedroom furniture. Thank you!

Business

Response:

Regarding the bedroom and mattress set, this customer returned the items to us on Jan 30, 2016. They received credit for everything except a mattress protector that we could not find with their return. They however are stating they returned it. In the interest of resolving this complaint, Steinhafels will issue a credit to them for that as well. That will be for 116.27 plus tax. Since this purchase was originally financed. the financing company Wells Fargo has been notified to cancel the financing. A refund for 248.37 has also been processed to the customer's VISA account for the money they put down. Regarding the 3 year old leather furniture, it is out of the manufacturer one year warranty. The guardsman protection plan they purchased with this furniture does not cover cracking or peeling of leather. Its a protection plan that guards against incidents of an accidental nature. This furniture is not returnable.

Review: My husband and I purchased a sofa, chair, chaise, rug and foot stool from Steinhafels around the 20th of May. We were told the furniture was available with the exception of the chair but that it should be available in about two weeks. As of today the chair is not available so we do not have possession of anything we purchased. Steinhafels has a policy of issuing credit, but they will not allow the tax or delivery charge to be added to the credit and you cannot write a check for these fees. We paid them with our Master Card and had no reason to be concerned since the furniture was to be available in two weeks. On June 20th I received our Master Card bill and Steinhafels had charged our account $272.66 even though they did not even have the entire order available, and do not to this day have the chair. I contacted their service department and asked what the charge was for, and was told it was the delivery fee. I said I wanted the charge removed from my credit card. The service person was rude, but said she would remove the charge. On June 25 I received an email from Steinhafels saying they had made a credit of $137 or so, not the full $272.66. I called and asked why the charge and was told it was for tax on my purchase which I have not yet received. I have asked them to credit the entire amount, but the so called customer service person was just plain rude, in fact he hung up the phone on me so I am not certain that I can trust he will credit my account. I do not believe you should be able to charge tax and delivery on items that people do not have in their passion. During this entire time, I received emails changing the expected date for the chair to be available by two or three days each email, even though their web site states the chair I ordered will not be in until July 5, 2015. I sent several emails with questions about the delivery date and my options in terms of canceling the order and even about picking up individual pieces from the store. When I would get an email back, which is not all the time, the customer service people would respond to one question rather then the whole email. As it stands, I cancelled my order completely yesterday and requested confirmation of the cancelation. As of today I have not received that cancelation confirmation and I am certain my credit card has not been credited.Desired Settlement: I want confirmation that our order has been cancelled and I want credit issued to my master card in full.

Business

Response:

This customer's order was canceled on 6/25/2015. She has been refunded the following amounts on her Mastercard; 137.22 on 6/24/2015, 62.51 on 6/26/2015, 26.52 on 6/26/2015, and 46.41 on 6/27/2015. We apologize for the delay on her order as well as any other inconvenience she experienced with the transaction.

Business

Response:

We again apologize for the inconvenience we have caused this customer with her purchases from our store. We always collect the delivery fee and sales tax up front on orders that are going to be financed since only the cost of the furniture can be financed. We apologize for the lengthy delay on her orders. We have been experiencing manufacturing, shipping and receiving delays due to a number of circumstances that are beyond our control. We appreciate all customer feedback and will make every attempt to improve our order expediting where we can. We again deeply apologize for the frustration and unhappiness that caused our customer to cancel her orders. As stated earlier, all her refunds have been issued and she has no open or active orders with us at this time.

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that there are no possible results that would change the outcome of this complaint. I expect that they will continue to provide poor customer service, continue to sell items they do not have in the store and cannot get, and they will still continue to take money for delivery and tax on items they cannot deliver. Even knowing that, they will still show a great rating on this site because they sent a lame apology. I will continue to inform everyone I meet about the store and my experience.

Regards,

Review: I canceled my due to unacceptable delivery terms. Upon canceling my order, I was advised that my refund would take 3-5 days. They took my money in real time and are holding my refund. They received payment for an item I never received. How is that fair?Desired Settlement: Refund in a timely manner not the 3-5 days as per their policy.

Business

Response:

This customer canceled his order on Tues February 24th and the refund of $1012.69 was sent back to his credit card on Wed Feb 25th. It can take up to 3 - 5 business days for credit card providers to show refunds on line. We apologize for any inconvenience we may have caused.

Consumer

Response:

While I'm pleased with how quickly they refunded my money, I must say that I spoke to 3 of their Managers and all 3 of them told me that it is Steinhafel's policy to make refund's in 3-5 business days. It's a policy not the bank transaction that takes 3-5 days. My situation proves that they lied to the Revdex.com. I need this to be known so others that fall into the same situation can be warned of their shady business practices. They will take your money in real time and then drag their feet if a refund is wanted.

The delivery team for Steinhafels gauged the walls in our home in multiple places while moving the furniture into our home and did not inform anyone. The delivery receipt paperwork was then presented to sign, without mentioning that we needed to check for damage to our home, and after signing the paperwork the wall damage was discovered. Per customer service, since the discovery occurred after signing the paperwork, we were told that they would do nothing to address the issue because it was our responsibility to determine if their employees damaged our home. Additionally, the sales person who sold us the furniture we purchased told us as part of delivery that they would move our old furniture for us to a spare bedroom on the second floor, however the delivery team refused to do this and only moved the furniture to our foyer.

We ordered our furniture and one of the pieces wasn't in and were told that it would be in the following week. The next week came and the piece came in but then 2 OTHER PIECES WERE OUT OF STOCK, they sold our reserved furniture to someone else. We were then told we had to wait for 2 more weeks for it to come in. It did. Then the earliest delivery was almost 2 weeks after that! When I call them I am told I have to talk with my sales person. No one helps they defer, defer, defer until you have wasted so much of your time that you would rather put your effort into writing reviews online, reaching out to social media encourage others to not to shop there instead of trying to get down to the root of the problem.

Review: THEY DAMAGED MY HOME WHILE PICKING UP A CHEST OF DRAWERS.Desired Settlement: WE WANT OUR HOME REPAIRED. PAINTED WALLS DAMAGED. HARD WOOD FLOORS DAMAGED

Business

Response:

We have made two delivery stops to this customer's home. The first was to deliver her a drawer chest on 11/15/14, and the second was to pick up the drawer chest on 12/6/14 because she wanted to return it for a refund. On both trips our delivery drivers had this customer sign a damage waiver which we have every customer sign before our drivers leave the home. This waiver states very clearly that any damage must be reported while the drivers are still in the customer's home. The customer has the opportunity at that point to inspect the path of delivery for any damage. On both of our trips to her home this customer signed off on the waiver while our drivers were still in her home. Steinhafels will not be performing any home repairs for this customer because the waiver states; STEINHAFELS WILL NOT BE RESPONSIBLE FOR HOME AND/OR PROPERTY DAMAGE REPORTED AFTER THE DELIVERY TEAM LEAVES THE RESIDENCE, and this customer signed this waiver both times while we were in her home. Please see attached signed documents.

Business

Response:

We have stated our position in this matter in our first reply. You have copies of the signed waivers.

Consumer

Response:

Never have I been so disgusted with a company's customer service, lack of, to be more specific. Steinhafel's employees including management do not stand behind their customer or warranty. We had a defective mattress with a warranty and for two weeks we fought to get our mattress replaced. In that period of time we were hung up on twice, once by a customer service manager! If you cannot deal with unhappy customers; this is not the field you should be working in! We went as far as speaking to [redacted] without any help or effort to please a very dissatisfied customer. The power of social media and reviews was only then they wanted to make things right. I promise to never step foot into their business ever again. I will continue to make people aware and cautious of speeding money at this furniture store. Hopefully, they will strive for better customer service and stand behind their customers.

The sofa I recently purchased is very comfortable & goes well with the rest of the decor in my living room. I'm very pleased with it. It is the second sofa I have purchased from Steinhafels. The sales staff is so helpful.

Review: On 9/13/2015 I bought a new mattress from Steinhafels. I was 9 months pregnant and just in a horrible head on accident that left me with back and hip issues, and about to have a baby. I explained the importance of this when I purchased and spent time picking out the right one within my budget. I also bought protective mattress pad and warranty.

My understanding was there was a lifetime warranty on the "structure" of the mattress. This mattress is now half the thickness is was when I bought it, it makes noise when you move and it is just all around a poorly made mattress. When I called to complain, they told me that the mattress warranty is void due to stains on the mattress, we have 3 small kids and there are some stains, my issue is those stains have NOTHING to do with the mattress structure it self.

At this point it is not even able to be slept on without the $100 topper I bought from Koahls, thick memory foam topper had to be on it otherwise you can feel springs with every turn.

Geneva Plush 120ntDesired Settlement: I would like a refund of my purchase or I would like a replacement mattress.

Total invoice was $561.95

Business

Response:

This customer had her mattress delivered on 9/13/2012 not 2015. We have never had a warranty inspection of her mattress. She emailed us on 4/28/2015 to let us know she was having a problem with her mattress and in her email she mentioned that it had stains. Our customer service rep advised her to have it cleaned before the inspection because the manufacturer voids their warranty on stained or soiled mattresses. Manufacturers do not warranty a mattress if its soiled because it can be unsanitary to handle and sometimes stains and soil can compromised the insulating material causing it not to hold up. We called her to have a service technician inspection on 11/3/15.

Consumer

Response:

Review: I bought an expensive bed in December 2012 from Steinhafels. Financing was 0% interest for 4 years with GE Capital Money. I immediately submitted the paperwork to GE Capital Money to get auto-payments started. I made my payments for January and February 2013 over the phone and was given a Confirmation # on my payment. GE Capital Money said they could not find my auto-payment paperwork and that the confirmation # I got for making a payment over the phone was not a real confirmation # so they had to charge me late fees. They suspiciously kept wanting to charge me late fees even though their IVR system would thank me for the payment made over the phone and give me a confirmation #. GE Capital Money said that their IVR system was not accurate when giving out confirmation #'s and that they could not tell me the status of my auto-payment paperwork. I called Steinhafels to complain that GE Capital Money was being extremely difficult to work with and Steinhafels agreed to do a new contract and have the payments switched to Wells Fargo (I later found out that they had been having problems with GE Capital Money with other customers.) I thought everything would work out ok until Steinhafels (Bill Schultz) told me that with Wells Fargo, I would have to pay double-digit interest after 2 years since they did not offer the same 4 year interest free contract. I told Bill at Steinhafels that the interest free payments was one of the main reasons I bought the bed and it was not acceptable to change the terms and now pay double-digit interest after 2 years. I asked Steinhafels to call me once they could resolve the issue so I could continue and make payments. Steinhafels never called me. GE Capital Money continued to be a horrible company to work with to try and make payments and I was suspicious about some of their tactics to try and get additional fees. After waiting a couple of months for Steinhafels to contact me, I called Steinhafels to find out what was going on since GE Capital Money had now put this on my credit report (I had a perfect credit report until this incident.) I contacted Bill at Steinhafels who was not very pleasant to work with. He said that they had no responsibility and that I was on my own but "good news" that their contracts with Wells Fargo now offered 0% interest for 4 years (something they could not offer 2 months ago). I said that was great and I will come into the store to sign over a new contract with Wells Fargo if he would be kind enough to contact GE Capital Money and get my credit restored. He refused to do anything with my account with GE Capital Money.Desired Settlement: I would like to simply sign a new contract with Wells Fargo for the purchase of my bed and my credit report cleared from GE Capital Money destroying it. Steinhafels told me they would call me back when Wells Fargo did not offer the 0% interest for 4 years but there seems to be a lack of unwillingness to help any of their customers who have all had problems with GE Capital Money, the company they were "pushing" for financing their products. Bill at Steinhafels said "we have no responsibility" even though they offered to help with the only option being different payment terms with Wells Fargo. Bill said that unlike a few months back, Wells Fargo NOW offers 0% interest for 4 years (instead of 2) and I can come into the store and sign a new contract with Wells Fargo. I told Bill that I was even willing to pay off the entire amount but that I needed assurance that my credit score will be cleared by GE Captial Money (they are a very, very shady company). Bill refused to do anything and every day my credit is getting worse and worse by GE Capital Money, a company I refuse to work with or give money to due to their shady practices (I've spent countless hours on the phone with GE Capital Money trying to get my auto-payments going). It should also be noted that the GE Capital Money did not even put accurate information on my credit report.

Business

Response:

Steinhafels no longer uses GE Capital for customer financing, however this customer made his purchase prior to this change and had a financing agreement with GE. Credit decisions are solely made by the finance company and Steinhafels can't affect these decisions. We are unable to offer this customer a new financing agreement on the purchase he references in his complaint. The GE Capital collections department has turned his account over to an outside agency. This customer will have to deal directly with GE regarding his credit. We are not involved in credit decisions. Customers credit information is private between the financing company and the customer.

Review: I had researched entertainment centers over the last 2 months and had looked at Steinhafel's website multiple times. I have bought a lot from Steinhafels this past year after moving into a new home and needing some new furniture. I had previously bought a sauder entertainment center that I knew I'd have to put together, but Saturday I wanted one a little more durable, one I wouldn't have to put together, and one that was a little more money. I had already knew I wanted one of the Cross Island Media centers-[redacted], and knew how the specifications on their website noted that I wouldn't have to put it together. I was helped and wrung up by a Gary, who is a manager at the Oak Creek location. They didn't have it in stock at their location, and was told it would not be in until Tuesday, so I would most likely have to wait till the weekend to pick it up due to working. I decided last minute to go and pick it up at the Waukesha location and the lady at the front customer service desk was able to switch it for me to be able to do that. I drove 20 miles out to the Waukesha location to pick it up, waited over an hour, (customers arriving after me were receiving their items before me, after asking the dock workers multiple times when mine would be ready they brought over a flat box saying this was the media console I bought. I said no, the one I bought should be pre-assembled, and he had said no this is the way it comes. I was so upset because what you have on your website is false advertising, especially when under multiples items you have customer must assemble, but under the one I bought it DOES NOT state this. I wanted an immediate refund. I went into the customer service pick up office and the girl at the desk refunded me the incorrect amount of the tax. After much thought and disappointed, I went back to the Oak Creek Store because I was upset about the item not being assembled, my time and gas wasted, and the awful customer service I received, I was told again, by Brad and by the General Manager that they could have the item put together for me but nothing more would be done. I have worked in customer service long enough to know that you want to keep customers and go above and beyond to fix any issues, but these managers did not.Desired Settlement: I would like isdue resolved and for them to take complaints seriously. I would like piece assembled and a resolution made by contacting me.

Consumer

Response:

I would like isdue resolved and for them to take complaints seriously. I would like piece assembled and a resolution made by contacting me.

Business

Response:

This customer is correct that our website listing did not mention that the entertainment center is a "customer must assemble" item. We apologize for this and thank her for the feedback. We are correcting the listing and looking through our entire assortment to make sure its noted where necessary. Our store manager offered this customer assembly, set up and free delivery if she would want to reinstate her order. We normally would charge $95 for delivery. This offer still stands if she would like to purchase the entertainment center. She canceled her order as she states on 11/28.

Review: Hi there. I have been trying for EIGHT YEARS to be removed from Steinhafel's mailing list. I have called once a month EVERY SINGLE MONTH since 2007. I have spoken to countless individuals, managers, database operators, etc. I still receive regular mailers from Steinhafels. I am SOOOO tired of it!Desired Settlement: PLEASE PLEASE PLEASE PLEASE REMOVE ME FROM YOUR MAILING LIST ONCE AND FOR ALL!!! I don't know what else I have to do, but this is ridiculous!!!

Business

Response:

We apologize that this individual is still receiving our mail. We are taking every possible measure to stop it from going to her.

Consumer

Response:

Review: My wife and I recently built a new home. We chose Steinhafels to purchase the majority of our furnishings. When visiting the store a sales representative approached us and told us about an "interior designer" service they provided. We opted to utilize this service as we needed direction in our purchases and thought this would alleviate us from making a purchase that didn't go with the style and colors of our builder selections. The designer had images of all of the finishes we choose for our new home and felt that a kitchen table (the point of contention) would absolutely go with our finishes. This table and chair set cost me over $4,000 and does not go with our kitchen at all. We want to return this table but they say that since it was a special order item they will not return it. We chose this table with the assurance from the designer (Steinhafels employee) that it would go with our finishes. This is not at all the case and since we paid for her expertise and she is very obviously wrong we want to return the table and get our money back. We have purchased other items from Steinhafels and have had a horrible experience overall with the quality of the product, the delivery schedule, significant delays, delivery of products that are damaged (not from the delivery) and the list goes on. If we hadn't contracted the services of their employee in making these decisions I would have no argument but since we did and she green lighted the purchase we feel that the product should be returned. We tried to communicate our position to the manager but it fell on deaf ears. We provided photos that clearly support our position but again this went nowhere. Now when I call or email I don't even get a reply. Their argument is that we changed the colors on the walls and this is why the table doesn't go. The photos I provided to them showed the kitchen table with the cabinets, flooring, backsplash and fixtures in the background and you couldn't even see the wall color and it's obvious that it does not fit.Desired Settlement: I want them to return the table with a full refund.

Business

Response:

Our store manager did reply to this customer on July 29. This was the email reply she sent:"Hello (Mr),I am writing in response to the last voice mail you left for me regarding the request you madeto return your special order table and chairs. Here is a basic chronologyand summary:You purchased your Decorating Solutions package in January (1/8) as you were building your newhome and had an initial meeting with (our decorator) (1/23). She developed a planfor you and presented it to you and your wife in the store on 2/13. Thisplan included a paint plan for your home, the furniture selections, review ofyour finish selections on cabinetry and flooring and floor plan layouts for thefurniture placement. At this time (our decorator) showed you and had you sit in thefurniture selections, showed you fabrics, leathers and the wood colors for allpieces. Due to the timeline of the construction of your home, it wasdecided to wait to place the orders until closer to the home being finished.You returned to the store to place the order for the special order items (the table and chairs,area rugs, master bedroom, desk, sectional and ottoman). At that time(our decorator) again showed you and your wife the wood samples, fabrics, andleathers. (our decorator) wrote the order, and (Mrs) paid for half and signed offon the order. (our decorator)explained to (Mrs) (and to you) our special orderpolicies (need to pay half in advance, no returns) at that time. Thepolicies are also printed on the receipt.You and (Mrs) returned to the store in lateMay (6/21) to place the order for the "stocked" furniture. Itwas at this point that (Mrs) informed (our decorator) that she had changedthe paint plan from what (our decorator) had presented in February and again in April, andthat you had "gone in another direction". You had decided tochange the paint plan for the home, and then changed out several pieces offurniture that (our decorator) had selected for you in the original plan (TV stand,occasional tables). This was almost 2 months after the special orders hadbeen placed. All of the selections that (our decorator) made for you were approvedby you. They all worked and flowed together as a cohesive plan. Allof the orders were placed and received correctly. It is certainly yourprerogative to change your plan and your colors, etc, however the special ordermerchandise is not returnable."On August 12 this customer then replied to our manger stating he would file a complaint with the Revdex.comThe set is not returnable since it was special ordered for him. Our special order policy which this customer was fully appraised of is as follows:Special order merchandise may not be canceled and must be delivered within 30 days or pickedup within 14 days from the date the order was received in the Warehouse. If theorder is canceled, a 33% restocking fee will be assessed. – No refunds, returnsor exchanges on special ordersThis policy is fully disclosed at point of sale, on the customer receipt, and displayed in all of our customer literatureincluding our website.

Business

Response:

We have issued credit memo [redacted] for this customer to have his dining set returned. We will not be charging any restocking charges and he can choose to get a refund for it or use it towards new merchandise. He can call us at ###-###-#### to schedule a pick up. We would prefer to have it picked up as soon as possible. We consider this to be our final offer to settle his complaint.

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

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,

Review: I purchased a chair on 4.12.14 and paid in full on that date. About a week after purchasing the chair I got a call from the sales associate that the leather selected for the chair was a premium leather and therefore the cost of the chair should have been double what they charged me. I could either pay the difference or come in to select a new covering for the chair. I came in to select a new covering for the chair and the associate gave us a 5% credit for the inconvenience. After we finalized the revised order, the sales associate indicated that we could expect delivery of the chair in 6-8 weeks as this was a custom order. After a few weeks I started to receive delivery status updates via email and to my surprise the expected delivery date was 8.18.14, over four months after our original order date! I thought this must be a mistake and called customer service. I was told that this was indeed the correct estimated delivery date and there was nothing they could do to accelerate the process. I reluctantly accepted this and patiently waited for 8.18.14 and the chair to arrive. The Wednesday before 8.18.14 I received a delivery estimate update with a new expected delivery date of 8.31.14. I had purchased this chair for our baby's nursery thinking I had plenty of time before baby arrives. I am now beginning to think we will have the baby before we get the chair.Desired Settlement: I am requesting free delivery of the chair. We had planned to pick the chair up ourselves, but given the length of time we have waited, this small concession would be appreciated.

Business

Response:

We apologize for any inconvenience the wait for the special order chair is causing. We will set up the order with free delivery as customer requests. When chair arrives customer will be notified via email and then can set up her delivery. We appreciate her business.

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.