Superior Supply

[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 If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.] 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 I spoke with the agent, Adam's supervisor and she was sympathetic of the situation and lack of customer service Regards, [redacted]

Cincinnati Overstock / [redacted] Style Definitions */ According to our records, all information previously provided is documented and correct Each time a sales representative or customer service representative speaks to the customer, it is time stamped and written down by the person who spoke to the customer These customers did receive a 4% discount and I have attached proof of their invoice with all personal information blocked out I have also included a copy of their original, signed invoice which shows no delivery fee was paid at the time of purchase and the customer signed that all information on the invoice was correct The customer added delivery on 3/when they made a payment toward the balance On 3/all items were in and the customer was notified via phone voicemail that the order was in They paid the balance on 3/and were informed at that time that they would receive a call from delivery within hours This is something that the store managers assure all employees are trained on whether they are new or have been with our company a long time Sales representatives are unable to provide any delivery date information because all deliveries are arranged through our delivery manager When someone pays off their balance, their information populates on a list Their balance was paid on 3/and they received a call that same day according to the notes on the account The customer paid the balance and then came in the next day upset because they received their call from delivery already, well within the hours, and were told it would be week This was with the contracted delivery company The customer was highly upset because they had already gotten rid of their furniture before hearing from delivery They were then delivered on 3/ Originally they had been scheduled for 3/but the driver notified them it would be late, and then notified them again that it would be first thing in the morning When the customer went into the store on 3/after delivery, one of the representatives called in to customer service It was not the store manager who they spoke to which is why the representative had to call customer service The customer service manager informed the representative that there had been a Revdex.com complaint filed and the store was no longer authorized to make decisions on the account because Revdex.com complaints are handled at corporate office At no time was she told not to communicate with them It was at this same visit that they mentioned damage to the items and she told them they had hours to report the damage to warranty At this time, the warranty email was [email protected], however, unfortunately there was an issue with that address and emails were not all coming through They were given the proper email information on 4/and since that was processed, the items needed have been ordered from the manufacturer The furniture will be fixed, but again, the delivery fee will not be refunded as it was delivered out to the customer and therefore the delivery charge is correct

We have spoke with the customer and hopefully have resolved his issues His replacement chair is scheduled to arrive within the next weeks

I would like to apologize for the delay in our responseOur warranty department has since responded to your claimWe have are hoping that the option to return the desk to our warehouse for a complete repair will be satisfactory

Cincinnati Overstock / [redacted] Style Definitions */ This customer came into the [redacted] location to make a purchase on 2/27/ According to the notes from the sales person that day, the customer did not want to have delivery at this time, but may call back to add it at a later date for a charge of $plus taxThe customer received a 4% discount on this ticketOn 3/4/2016, the customer came in and added delivery and made another payment On 3/21/all items arrived at the warehouse and the customer was added to the need to call list so that we could collect the balance before delivery would be scheduled On 3/22/customer service left a voicemail for the customer to inform them they needed to pay their balance They came into the store and paid the balance off that same day It was explained at that time that delivery typically makes the calls to schedule within business days The information was sent over to the delivery company on the afternoon of 3/23/ His delivery was scheduled for 3/30/ The delivery company had an issue arise and thus resulted in them being pushed back and they informed the customer that delivery would be towards the end of the delivery window The delivery company then called the customer back and apologized that they would be unable to make it that night but would deliver first thing in the morning We do not feel as though the customer was misinformed, but the information that was given to the customer may have been difficult to understand and a miscommunication had occurred The delivery was completed and accepted by the customer so we are not able to refund the delivery fee

Per phone call from Mr [redacted] ,The business just called and apologized to me They confirmed they will be providing my requested warranty on the furniturePlease close my complaint as resolved.Thank you, [redacted] 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, [redacted]

This customer is a warranty issue that has functioning pieces in their homeWe have the pieces to replace their damaged items, and while it is not convenient for them, we did recently have problems with our delivery truckWe gave the customer the choice to pick up the replacement items if they did not want to wait for them to be switched out by our delivery team, and the customer chose to do thisThey ended up going to the store to switch out their headboard for the replacement as well as getting their sofa exchanged for an undamaged oneWe have tried to make the customer happy as best we could and sent a gift card, but it was not in our power to get the delivery done as quickly as the customer had wanted

This customer originally purchased from our Florence location on 2/27/ At that time they had spoken to the sales representative about adding delivery when the items were closer to arrival but did not have it on for now and they paid a portion of the order to get it placed They were given an ETA of 3/19/or 2-weeks They came back in on 3/4/and made another payment All of their items arrived on 3/and we called to inform them that it could be delivered once the balance was paid in full They went into the store and paid the balance on 3/22/ Their information was sent to the delivery company the next day in order to set up a time of delivery They communicated with the delivery company and the delivery was scheduled for 3/30/ The sales representative was questioned on this and he recalls telling them that delivery would start at $95.00, there is a note on the account from the date of purchase stating this When they paid the balance they were informed that they should be contacted within business days to set up a delivery The delivery team had some delays because of the weather that day in the area and they were not able to make that delivery the evening promised They did however offer to bring it out first thing the next morning The customer says that they were misinformed, but per our policies and procedures and sales staff at the Florence location it was a matter of misunderstanding, not that they purposefully misinformed the customer We cannot refund their delivery because they received the items from our contracted company and the delivery service was completed

[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 If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.] 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, [redacted] ***

Customer filed a credit card dispute and we were not able to set up delivery of the bed rails till the dispute was dropped or resolvedWe were also not allowed to proceed with items he had sent through warranty due to this dispute as wellCustomer was made awareBefore we were alerted to the dispute on his card, we were able to offer him the floor model sofa at a discounted price where we would switch with the sofa he had just been deliveredWe also offered a second optionWe offered to order a replacement sofa, but there would be a delay as the manufacturer was out of stock of this piece till the beginning of JanuaryCustomer never responded to this emailAs the sofas have been in customer's house for an extended period of time we are no longer able to offer this exchangeOur company reached out to the manufacturer of the mattress as well, but they refused our request for a replacementWe are still waiting on the dispute to arrive at our office

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below [I did call to schedule the pickup, but it took days of calling to actually reach someone and confirm it was at the warehouse; this was finally on 4/I had also been told by the representative at the time of purchase that someone would call me, which is why I am upset that I was informed incorrectlyThe table chairs were defective, and I did not order flawed furnitureThe company refused to re-order new chairs, even after their warehouse manager confirmed that the pegs on the chairs were completely out of alignment; this is what I had originally informed them of when I made the first complaintA repairman came out today and did fix the accent cabinet, which had a door that did not close; however, he stated that a few chairs would just be not steady and there was not much we could do about itHe was very kind and helpful, it just brings me to the original point, I did not order defective furnitureThe wrong table that they originally gave us even had damages.Maybe I did just have bad luck with getting out of damaged/defective items; however, it should never cause a customer mishap due to the companies faulty product(s)My biggest concern with this company is how they treat the customer; at the end of the day, they make you feel like they don't care whatsoever, and they do not bother to assist to make up for their mistakesA new end table is being ordered, and I have been told that we have to come pick it up, which is completely putting me outSince it was their mistake, they should not only deliver the item for free, but they should also put it together; since I already spent hours of my day putting together flawed furnitureThis is not how customers should be treated, and I will be taking my business elsewhere in the future, as other customers should as wellAlso, I advised when I originally called that I had just wanted to cancel the whole order because I was tired of hitting a brick wall for resolutionThe representative told me that they could not even cancel my order and refund the costs, when it was their faultLike I said, they are taking advantage of customers and have the worst company policies, services, and products that I have ever came into contact with.] Regards, [redacted] ***

This is not correct, and I'm very confused with thisAfter we sent our tech out to trouble shoot the sofa the first time, he hooked it up correctly and it was working just fineThe customer called in saying something else was wrong, so to try to please the customer instead of sending our guy out to see what they said was going on we just said we would bring them out a brand new couchWe did so on Wed the 12thFrom what I was told by our Warehouse Manger the customer was very happy that we did soSo I'm confused that this Revdex.com complaint was sent on 7/after we had resolved all issues?

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below The response from the seller is completely unacceptable.Seller’s Exhibit 1:These are the terms for the custom made sofa only, due to the nature of custom built furniture This what sales person MrDavid H [redacted] had explained at the store to me If one pays close attention to the form, the form even denoted the details of the sofa whether it is a Left Arm sectional or a Right Arm sectional.If these terms are truly the seller’s policy, why aren’t they being printed on every invoice? Why aren’t they being shown in their store? Exhibit just demonstrates the seller’s perpetual habits of deceiving innocent customers.Seller’s Exhibit 2:The seller has once again proof that they have unilaterally altered the terms of the contract Therefore, the contract has been breached by the seller As a result of this action, the seller does NOT has any legal rights to charge for anything.Seller’s Exhibit 3:Once again, it demonstrate Cincinnati Overstock LLCis a company lack of integrity, and due diligence Desired Resolutions: Deliver the entire purchase or in full, terms /sequence /price / quantity /quality.ORRefund in full.Cincinnati Overstock LLCsimply has no right to unilaterally alter the contract on the one hand, and perform only the part that charges the customer on the other, while completely ignoring its contractual stipulation.Regards, [redacted] ***

Customer originally had a sectional on their order (item #1), but were charged incorrectlyWe contacted the customer over this matter and they decided to cancel the sectionalWe offered other options, but customer asked to receive a refundWe issued the credit to their credit cardCustomer was fully aware of the situation and a refund of $3,was sent back to them within four days of their purchase on 1/31/Customer also purchased a rug 1/31/, but it was discontinued in the size they originally requestedOne of our representatives called the customer and left a voicemail relaying this information and offering the sizes that the rug could be ordered inWe received no response, but tried again a few days laterWe again left a voicemail with the customer, but received no responseThese particular rugs are drop shipped to the customer's home and we wanted to make sure the customer was willing to take a different size before we sent him anythingOn 3/4/we cancelled the order due to a dispute on their credit card and refunded them in fullThe rug is item #on customer's complaintThe table and barstools (#and #4) that the customer purchased on ticket [redacted] on 1/31/came in on time and without any issueSince we had received no feedback from the customer regarding the rug, we proceeded with his order as usualWe placed him with our contracted delivery team who contacted him to set up a delivery date for the table setHe confirmed a delivery date with them and a delivery was attemptedCustomer refused delivery due to the missing rugCustomer filed a dispute on his credit card, and was refunded everything besides a 25% restocking fee for the table and barstools and the delivery fee for the attempted delivery that the customer verbally confirmed

Customer has been contacted and apologized to by both the manager of the Customer Service department as well as the offending representativeThis issue has been reviewed and the customer service agent has met with the General Manager of the company as well as his Customer Service ManagerHe has been re-trained in this area and this will no longer be an issue with future customersThis customer has the direct line to our Customer Service Manager and she has been notified to call if there is are any problems whatsoeverShe has also been given the information to resolve any issues regarding the blemishes on her items

[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 If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.] 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 Even though I do not agree with their response, I did received my furniture on 9/21/(Not Assembled), therefore I do not wish to proceed with this complaint Regards, [redacted] ***

Our company strives to be fair to all of our customers who are dissatisfied in any way with their furniture buying experienceThis customer did have a delivery in which the delivery company that delivered them did not feel that they could deliver the furniture into the desired room without damaging the furniture or the customers homeThe company we contract with has to make decisions based on the years of experience that they have to determine what steps to take in a situation like this oneThe process that is taken at this point is to disassemble the sectional so that it can fit into the home without any damageThis process takes time and labor that is not factored into the regular delivery fee which is why an additional fee is then quotedIf the customer decides they do not want to pay the additional fee the delivery personnel will then offer the alternative of the customer getting the pieces into their own homeThe contracted delivery person who carried out this delivery reported back to us that he took the time to show this customer how to take the sectional apart so that they could get it into their house and would not have to pay the additional feeHe also said he personally put cardboard down on the ground to ensure the customers furniture didn't get dirty or damaged while they worked on attempting to get it into their homeOur company is not willing to refund the delivery fee at this time because, while the customer may not feel that the delivery service they received was stellar, we feel that it meet the requirements of the delivery fee that was paidOur company in no way keeps the delivery fee that is paid in this situation, it is paid out to the contracted delivery companyWe are sending a $gift card out in the mail to this customer with our sincere apologies for any miscommunication that may have occurred as a result of this delivery

This customer originally purchased from us on 1/24/ At the time of purchase she informed the sales person that she did not want to pick these items up until 3/ On 2/all of the items came in and an email was sent to the customer to inform them that they were able to pickup They called back on 3/6/and scheduled a pickup for the items on their way out of town on 3/13/ When they arrived at the warehouse, the warehouse manager called customer service to inform us that the headboard for their bed was not in the warehouse.We went back to the BoL (bill of lading) and it appeared that all the items had arrived, but we were unable to locate the headboard We informed the customer of the incident and apologized for this mixup We also ensured them that we would figure a way to get this to them at their new home in [redacted] when it came in Typically [redacted] has an estimated time of arrival of 2-weeks We ordered the headboard on 3/14/as all orders go in on Mondays because our ordering staff does not work the weekends On 3/the customer called to check the status and we had only ordered it and there was no ship date from the manufacturer as of yet.Our GM, Ben, had been exploring all possible options as to how we could get this to the customer Originally we thought that [redacted] would be able to drop ship this to their home, but we were informed it was too large a piece and would have to be sent to the warehouse This item came in on 3/25/and we were awaiting the best action to take in order to get this item to the customer as soon as possible The customer called in on 3/25/and wanted to know if it had arrived and when we informed her it had, she asked when they would be getting it to them At the time, we did not have the solution as to how this was going to be delivered to them in [redacted] , TN from Cincinnati, OH Our GM was still working on the best way to get this to them as soon as we possibly could.One of our sales representatives volunteered to take this item to them on Monday 3/28/ Customer service contacted the customer to inform them of this and the customer was ok with us bringing that down to them on the specified date We let the customer know that we would call her when the sales rep was on the way and that we would ensure it arrived to her on Monday 3/ We have resolved this issue to the absolute best of our ability given the extenuating circumstances surrounding this discrepancy and delay

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear belowThe email I received from Cincinnati Overstock is below in italics Hello, I spoke to my GM and he said that you can bring the desk into our [redacted] location and our in house repairman [redacted] can repair your deskHe can repair this like newIf you would like to do this you can bring your desk in Wednesday through Sunday during our pick up hours Thank you, [redacted] As I have a strong knowledge of wood repair, I would have repaired the damage myself if it was possibleHowever, I went to Cincinnati Overstock on Saturday to speak with [redacted] as instructedThis desk weighs pounds and I did not want to load and unload it until I knew if [redacted] felt he could fix itI took several pictures with me on SaturdayWhen I got there, I was told that [redacted] only worked Wed, Thurs, and FriI was so relieved I did not waste the time and risk injury taking the desk inFrom my perspective, this is just another example of this company not serving its customers well They did not respond to us until we involved the Revdex.com and while we appreciate your assistance, we are done trying to reach a compromise with this companyWe will take this as a lesson learned and will no longer shop there and we will encourage others we know to be leery of them as wellAs a FYI...they did give me a dollar gift card for the store, but we will NOT be using itThank you again for your help Regards, [redacted]

[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 If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.] 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, [redacted] ***