Superior Supply

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 complaintFor your reference, details of the offer I reviewed appear below The information provided by the business is only half accurateIt scares me that a company like this would make statements in response to a complaintIn their response they stated they have called me and left “voicemails” – I have never received a single call from anyone at Cincinnati Overstock, even after requesting a call from their GM on multiple occasions – all communications I have had with this business have been initiated by either my wife or myself (and I certainly have never received a voicemail from anyone at this company)Even after filing the complaint with the Revdex.com I sent them an e-mail requesting a call, which was never returnedThrough my multiple calls to the business they have provided me various ETA’s and when I disconnect the call each time I am given assurance that the most recent ETA is accurateIn early February when they originally told me my order was going to be delayed I did speak to a woman over the weekend who offered to refund my money, but when I called back later that week that offer was no longer valid without a restocking fee (spoke with someone named ?Summer?)I finally got in touch with the original woman who offered to refund my money and after some negotiation was offered a $discount that turned into free delivery- this offer was accepted by me with the understanding that my merchandise would be received mid-March, which is obviously not the caseAs this company stated in their response the merchandise will be in their warehouse on 03/30/2016, which means delivery will be scheduled from that point putting my wait time over two months Purchasing something valued over $1,from a company should be a positive, smooth, and easy experience - this nightmare has been anything but thatI understand that there are things ‘outside of their control’ here – but when I made this purchase I was lead to believe I would have a new sofa sitting in my living room in 2-weeks, not 2-months Had this company given me a full disclosure and informed me at the time of purchase, I would have taken my business elsewhere or at least gone into the sale with a firm understanding that this may be an issueThis was never disclosed to me, this is highly unethical and I feel that any future customers they may have (certainly not referrals by me) should be aware of the possibility of significant delays prior to making their purchase and not mislead into believing they will have their merchandise in their general 2-week timeframe This delay has had a significant impact on my family, as stated previously I have two small children (ages and 3) who are sitting along with my wife and I on lawn furniture in our living room right nowI have devoted countless hours to resolving this issue and I am hopeful that no one in the future will make a purchase from this company and have to suffer the same headache that my family and I haveI want Cincinnati Overstock to make this right and do the right thing Regards, [redacted]

We are very sorry for the trouble you had with your purchase and wish greatly that it had fit We don’t enjoy seeing a customer upset and always want to work with you for the best possible outcome Unfortunately, restocking fees are a big part of our policies and procedures Its one of the things that helps to keep us in business It would also be unreasonable to assume that any furniture store could ever tell you definitively whether something could fit in your home Having not been there to measure we can only give you our best guess based on what information you have shared Our paperwork is clear in regards to responsibility being on the customer to measure before they buy This is why we have the restocking fee option as an addendum to “all sales are final.” To be a help to our customers If we continued to order items in for customers that the customer then didn’t want or couldn’t use (didn’t fit, wrong color, wrong orientation etc) we would be out of business shortly and our warehouse would be filled with items we are waiting for another customer to want We checked our records and haven't ordered this set for another customer since we have been in businessWe don’t keep the restocking fee because we are looking to make a quick dollar off of your misery Once again, we are truly sorry and wish you the best of luck

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 merchant's response is absolutely, 100% unacceptable!Issue Improper Delivery:Cincinnati Overstock LLC (the seller) had been informed repeatedly that the rug is an integral part of the contract The merchant has not only been informed on the date of purchase, but also in the following date time:a Feb 18th, around 10:12AM, delivery person, MrCasey J***, had been informed that the table and stools cannot be accepted without the rug.b Feb 18th, evening, I visited their sales representative, MrDavid H [redacted] , at their Florence, KY, retail location, to reiterate the rug must arrive first.In order to cover up their lack of ability to deliver the products properly, the seller on the Feb 25th, dropped the table to my property without my consent in an attempt to legitimatize this pretend delivery Therefore, the $delivery charge should be the sole responsibility of the seller.Issue Bogus Charges:No where in the purchase orders and all the related documentations, [redacted] / [redacted] /Credit Agreement from [redacted] Bank, ever mention any restocking fee, needless to say "25%" or "non-refundable" This term simply does not exist, and it is completely fabricated by the seller to take advantage on the buyer Therefore, the buyer should bear NO Responsibility to the $ restocking charges.Issue Breach of Contract: I believe in the seller has adequately indicated that they have breached the contract on multiple counts, from the price of the sofa to a simple rug The buyer has agreed to purchase with completely good faith and sufficient financial resources However, the seller has failed to deliver the sofa, then failed to deliver the rug, and as a result, failed to correctly deliver the table and stools.Base on the reasons stated above, the seller must refund all charges to the buyer Regards, [redacted] ***

The issue I had with Cincinnati Overstock has been resolved.Thank you,***
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,
*** ***

Customer filed a credit card dispute against charges on his accountHe was contacted and made aware on 1/2/that until the dispute had arrived at our office or was dropped, we were at a stand stillWe are willing to cancel and refund everything besides the credit that was granted to him towards the mattressWe are still waiting on the dispute at the corporate office

We try to work with all of our customers especially when dates are shifted around by the furniture manufacturersWhen you work with companies that ship furniture and there are outside factors that affect when furniture arrives at different facilities the best dates you can give are estimatesWe
are 95% of the time very accurate with our dates, however there are times when manufacturers will notify us after an order is placed that the product that has been ordered is going to take longer than what was originally quoted, and in some cases that the product has been discontinuedAt that point we notify our customers and give them the option to cancel their order or the items affected on their order, or to keep their orderIf the customer would like to wait for all of their items and then receive delivery they can do so, if they would like separate deliveries for an additional fee they also have that option, as well as the option to pick up what items are not available at the time the customer wants their deliveryWe try to work with customers to accommodate them in any way that we can, but we are still a business that works at the mercy of our suppliers It is clearly stated on every customers invoice that all sales are final, we of course make exceptions to that if item are discontinued or delayed beyond a reasonable amount of timeWe have this policy in place so we can keep our prices as low as possible without passing increased expense onto our customersAll of the products ordered for our customers are brand name ordered specifically for each customer, so when they order it is expressly stated that if they do cancel they will be charged a 25% restocking fee.We do not make our customer service representatives or sales staff give out their full namesThe reason for this should be obvious by this review alone Some people feel it appropriate to bash and call specific people out online using their full names We do not feel that it is necessary to subject the people that work in our offices answering phones or selling in our stores to be slandered on the internet by individuals just because they work for our company.This particular individual has been delivered out in full now We are saddened they felt the best way to deal with what they agreed to was by picketing our store, harassing our customers and sales staff, and by posting negative complaints on at least different websites We have continued to treat them with respect and not only delivered out their furniture but assembled for free as well Hopefully the customer will do the right thing in updating his reviews

Dear Revdex.com,
I have reviewed the response made by Cincinnati Overstock in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
I was never offered a gift card nor have I ever received a gift card from them! This is more of them claiming something and not following thru with itI still feel that I am out of my delivery and set up fees because I had to correct their failure to deliver and set the furniture in new condition and a timely mannerThat is what I paid for and that is not what I receivedI would never recommend their delivery services to anyone
I have purchased more furniture from them but will never ever use their Delivery Services under any conditionsSince then, I have picked up my furnitureNow I purchased another sofa and chair over the weekend, and am awaiting an email of their deliveryMy girlfriend loves working with Rebecca and that is the only reason why I will buy furniture there, it makes her happy
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaintThis company has lnce again not offered any resolution aside from threating me with a reatocking fee when they are way outside of the ETAI am a reasonavle person and can expect a small delay but waiting more than three times of the ETA is absolutely ridiculousI guess I will just have to file this as a fraudulent charge with visa For your reference, details of the offer I reviewed appear below
Regards,
*** ***

*** *** requested a refund yesterday on 4/5/We refunded at her request yesterday 4/5/back onto her credit cardNormally we charge at 25% restocking fee on cancelation because they are estimated dates of arrivalConsidering how upset this customer was we decided we would work with the
customer and waive the restocking fee for the inconvenience

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
I do not believe that anyone at Cincinnati Overstock Warehouse has made any effort to contact us to schedule delivery We have an answering machine, and no messages were ever left We have checked our missed calls list, and there is no call from Cincinnati Overstock Warehouse listed My husband is at home most of the day, so I know for a fact that no one from Cincinnati Overstock Warehouse even lifted a finger to contact us.Someone on this delivery team is not being truthful about their alleged attempts to contact usIf you don't want to do the job you promised to do, why don't you just give us a refund and admit you don't care about your customers? We'd be more than happy to take our business elsewhere.As for your statement that I should come and pick it up: I have a heart condition and there's no way I can carry a heavy chair up two flights of stairs So I have no choice but to wait for what is clearly an unreliable and disorganized delivery team who lie about their lack of effort and won't even be accountable for their failure to follow up with me in a timely manner Again, I emailed Cincinnati Overstock Warehouse on December 15, and that's when the item arrived at the warehouse It wouldn't have killed anyone to contact me and let arrange a delivery date and time, As it is, you have an extremely unhappy customer who has initiated a petition on *** to alert the *** *** *** *** about Cincinnati Overstock Warehouse's misrepresentations of their service and delivery times
Regards,
*** ***

Revdex.com
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is considered complete, but still not satisfiedI still will never recommend their delivery service to anyoneIn fact, my future daughter in law is buying a mattress from them on my recommendation, and she will not be using their delivery service
Regards* *** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint
Regards,
*** ***
This response is not correctNever was delivery not an optionThe invoices show the first where delivery was not on because the sales representative said it was free The 2nd invoice we graciously accepted a mistake was made and let them add the delivery charge We could have rejected that charge but took into consideration the rep was new This has been used to reject our claim (so much for being nice about a mistake)Everything in the response is not correctThe corporate representative obviously thinks it is ok to give wrong information-not to deliver on time-and to twist information that was accepted as a mistake to make their claim look good I am only asking for $ I could have asked for more I anxiously await the responseI hope the company does the right thing as I did upon accepting the excuse of new customer service representativeI could have yelled and screamed like alot of people doI chose the high road it was a mistakeI donated the rest of my furniture the day it was supposed to be delivered This left me with no furniture until delivery A company with good customer service would do the proper thing and refund

It has been explained to this customer numerous times that all he needs to do is contact the repair tech to have his sofa repairedEven though the labor on his repair is more that the $that he has paid we are not charging him more than that to do the repairAshley Furniture's warranty is as follows:Frames Used In Upholstered and Leather ProductsLimited Lifetime WarrantyA Limited Lifetime Warranty applies to all frames used in sofas, couches, love seats, upholstered chairs, ottomans, sectionals, and sleepersAshley Furniture Industries, Incwarrants these components to you, the original retail purchaser, to be free from material manufacturing defectsLifetime means the useful life of the productAshley Furniture Industries, Incwill pay, within one year from the date of purchase, reasonable and customary labor rates to repair or replace the defective parts and shipping costs from the retailer to and from Ashley Furniture Industries, Inc., or a repair center designated by the Customer Service Department of Ashley Furniture Industries, Inc., at no charge to the original retail purchaserAfter one year from the date of purchase, the frame warranty covers replacement parts only, and the original retail purchaser will be responsible for labor, packing, and all shipping and transportation costs.We are following the warranty guidelines after the one year that we covered when the furniture was purchased, the labor cost is the responsibility of the original retail purchaser, which is the customerWe are, in the case of this customer, paying the additional labor cost to have the sofa fixed, all the customer has to do is call the repair techHe has been advised of that

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint Issue 1.) I will agree with the refund being sent on 11/ and posted on 11/ It just did not appear on my statement until January However , where is the refund for the sales tax ? The merchandise was returned within days and I presented a dated receipt showing the tax paid I see they kept the delivery fee They mention several times about what they have in writing but that does not appear anywhere on the sales receipt or on in the store Also, how are they charging me on money I paid you and they did not return ( i.e the x ) ? Issue 2.) Their answer about the return does not answer what I stated ( they should please re-read ) The policy is not seen until you go to the sales area to pay Upon seeing this, we were not going to purchase and when we informed the representative of theirs ( who was clearly some kind of supervisor and not a person processing payments ) the reason why, he told us that we would instead of losing the money , we would receive a credit My wife thought, if it could not be delivered, since we were planning on purchasing a dresser for our son , we would use the credit for that THIS OFFER WAS THE ONLY REASON WE CONTINUED WITH THE PURCHASE. Their example about returns does not fit our circumstance either We were not " trying it out " or trying to see if the piece fit in our home They could not deliver it They took it off the truck, touched steps, at the most and said they could not make it If they are telling me that carrying a box up or steps then turning around and putting it back on the truck is damaging it, then everything they deliver must be damaged after they deliver it We have purchased several pieces of furniture and have had this issue once before ( e.g then having to purchase " splits " instead of the single piece This is why we ALWAYS ask about this, with the seller , and why I know there is no question about what we were told I even told him to note this offer in their notes and he agreed that he would
Regards,
*** ***

[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 ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

Customer has been contacted and repairs have begun to fix the damagesCustomer has also been contacted by customer service and is happy with the resolution

Our company received the complaint from the customer and attempted to resolve this issueUnfortunately multiple phone calls to the customer have not been returned when we leave messagesWe would be more than happy to refund the customer if they would return our phone callsIn regards to damage
caused we asked the customer to send in pictures so that we could assess the damage, no pictures were ever sent in, but the delivery company tried multiple times to contact the customer to resolve this issue but their calls have also not been returned

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint
Regards,
*** *** It is SO sad that they just have a rehearsed answer...My complaint is....I NEVER had ownership of the furniture, it NEVER left their warehouse, I canceled before delivery!!!!!!! So why would they charge a restocking fee????????? Nothing to restock, and no furniture that was considered used due to being in someone's home!!!!! They are out NOTHING. They have norights to charge a restocking fee. But they don't listen they are just right there with a rehearsed answer. The owner WILL NOT get on the phone with me, he just tells the clerk he will call me back in such and such BUT NEVER DOESThen the clerk just apologizes that she/he can not make that decisionWhat a scam :(

Our company tries to get furniture to our customers as quickly as we possibly can, unfortunately we are not yet at a point where we deliver the next dayWe hope to get to that point in the near future, and are very sorry that it can sometimes cause delays in getting our customers furniture to them
as quickly as we would likeThis customer in particular has been scheduled for delivery and will be receiving their items within the week

On the customer's original order, the chosen mattress was at an already discounted price. Once we realized this mattress was not available we notified the customer and due to the inconvenience this situation caused, we offered to upgrade to a higher quality mattress at the same sale price
-discounting the mattress $194.00. When this mattress arrived from the manufacturer it was damagedRather than deliver this out to the customer, we immediately re-ordered the mattressA $discount was offered on top of the already discounted ticketA hold was also put in place till mattress arrived so customer would not be paying on items that they had not receivedThe upgraded mattress has since come in to our warehouse in desirable condition for delivery. We have notified the customer of the mattress's arrival and are attempting to get them scheduled for delivery