Superior Supply

It was already ordered and paid for in full by our company It has also already shipped The customer is correct in the 5-day window which is why it has already shipped to us Unfortunately, the manufacturers we order from do not turn their trucks around and unload products we
no longer need We are stuck with the products at that pointWe have banners in our store, printed receipts signed by the customer, and a website that makes these policies more than abundantly clear If we gave refunds to customers once things are ordered and shipped, we would be stuck with warehouses full of items we purchased for customers and would eventually be operating at a loss We will not be refunding the restocking fee The customer is however welcome to get the products they ordered and contracted with us for Our actual policy the customer signed states "ALL SALES FINAL." This customer agreed to that It also states that at management discretion we will offer partial refunds and charge a restocking fee This is a common practice in business and am confused by the customers opinion that we took no loss here This was a situation where we could have bound the customer to their contract but really don't want people unhappy It seems that neither option would have worked here and we are sorry for that If the customer would like to proceed with his contracted order we will obviously let him complete his purchase at no extra charge

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
The story they tell is half truthI was told within a week they would make the deliveryafter full weeks no date was given, no call to arrange a timeMy time is worth something and being aggravated and beginning to sense a run around and when I asked to speak with ***, no call was made after the initial call to agree to give me a full creditHad he called or answered my email, we could have resolved it long before nowSo with no trust in heir word or follow through how can I give them the final say if it meets their definition of "pristine" condition just so they can give me only $XX rather than the $we agreed to and that I paid for the poor quality mattress?? If they want to bring a check and pick up the mattress, great that would be acceptable, but to do a "wait and see" situation to see if they follow through is NOT acceptable. I will also accept the replacement mattress we originally agreed to IF THEY CAN give me a date within a week to ten days from the time I give them my *** *** again, I will accept that as a suitable settlementDelivery and or pick-up needs to be on a Tuesday or Thursday as I work from home those days and would be available All dayI live with in to miles of the Springdale locationThey were charging me $to deliver which being that close and a problem I did not create, is enough money for them to rent a truck for an hour and make the effort to accommodate a reasonable time. If I could handle the mattress, I would rent a truck and do it myself and save $60.00Why after weeks they hadn't called to schedule a delivery is sure strange
Regards,
*** ***

Revdex.com:
I just want to be clear I read the company's response and they are wrong, we were never notified that the mattress wasn't in, it was me who kept calling and contacting them, they never willing contacted us until the damaged mattress couldn't be delivered I am confused about the original mattress being discounted, we were paying the price that was marked on the mattress on the sales floor, so I am a little confused about this comment I was told the mattress was in on Friday but have yet to be contacted by delivery Did they offer us a discount of $yes but to be quite honest not really happy with it, we have been inconvenienced since the beginning of December and here we are January 11th and still no mattress to sleep on, but I guess we are stuck, just feel management could handle things better I would like to say that Jess did everything she could to assist us and there was another customer service person who really tried to help, I was extremely disappointed in the Management team There is only so much a salesperson or customer service person can do
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. For your reference, details of the offer I reviewed appear below
I have not received any of these "several messages"The last phone call I received from Overstock warehouse was on 8/31/at 10:AMI was tole the delivery company would contact me by the end of that day or early the next morning and they did notI had left them two messages since then (the second one informing them of my intent to file a complaint) with no return phone call even though their message machine claims they will return the call within hoursThe only thing I can think of is that they must be purposefully continuing to call the wrong number as I have left the correct number on their message machine every time and they managed to call the correct number beforeEither that or they are lyingAs for the delivery company, they did call once and left a message for me on 9/2/between and ppm while I was in classI called them back on 9/3/at 6:PM and left them a message to which I have had no response.Also, I don't recall being asked to submit picturesThe rep I spoke to on 8/31/mentioned something about it in passing and I thought she was asking me if I had picturesWhen she told me the delivery service would send someone out to assess the damage, I assumed that my pictures were not neededI was never given an email or any other way to submit them
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 I spoke with the agent, Adam's supervisor and she was sympathetic of the situation and lack of customer service
Regards,
*** ***

Cincinnati Overstock
Issue#1: This customer originally purchased on Thursday
1/31. When the rug was purchased, they
had selected a size of 8x11. On Monday
2/the rug order was placed by the ordering manager, as all orders are
processed on Mondays, and she discovered that this rug was no longer available
in that size and that customer service would need to contact the customer. An attempt was made that same day to call the
customer in regards to the rug, they did not answer and a voicemail was
left. Another attempt was made to call
the customer on 2/and again, they did not answer and a voicemail was
left. On 2/our ordering manager
stepped in to have us contact them again.
They were called on 2/and another voicemail was left. We left voicemails and did not receive a
call back in regards to what they wanted to do with the rug. While the customer did visit the store on
2/18, they did not specify what action they wanted to take in regards to the
rug that was not available. The customer
was to return to the store or to call customer service. According to the delivery company, a delivery
date was confirmed and the customer refused the delivery at the time of
arrival. Had the customer not confirmed
that time, the delivery would have been cancelled
Issue#2: I have
attached a copy of the signed invoices along with the signed policies and
procedures where it states that “ALL SALES ARE FINAL” and a 25% restocking fee
will be charged to any approved cancellation.
Issue#3: There has
been no breech of contract on part of the company. The rug was unavailable in their size and it
was refunded in full for the rug on 3/4.
The sofa that they had purchased was written up at an incorrect price
and the sales representative called them in regards to this and refunded them
in full for that as well. At no point in
time did the customer inform us about wanting to cancel the table. It was ordered specifically for this customer
and as stated in policies and procedures, all sales are final but in special
circumstances we allow cancellation, but the restocking fee will be
applied. They were also not refunded
their delivery fee because a delivery attempt was made and the customer refused
the service

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 read the response from Cincinnati Overstock. I never received a gift card of any kind from them. Once again, this just shows the incompetence of their employees or they are outright lairs in my opinion.When I did pick up my sofa and head board piece, the same people who broke it to begin with, was working on the docks loading furniture on the truck that was supposedly broken down. The same people who I was told was no longer working there. No shocker there really, with all the BS that they said to me.I feel very dissatisfied with the way they handled the situation. Especially now that they claim to have sent me a gift card and I haven't received anything but problems from them.I have bought more furniture there, only because they do have good furniture. I did not have them deliver it. They weren't going to cheat me again out of a service that was never provided correctly. I picked the furniture up and put it together myself. I still had to argue with them about when it was suppose to be ready for my pickup.They have very poor customer service and their delivery and warehouse practices are a joke. I just don't understand how they can lie to you stating that they sent me something and get away with not doing it.I am a very dissatisfied customer when it comes to their delivery practices. I suggest people use great caution when dealing with this company.
Regards,
[redacted]

Customer originally purchased a mattress from us in 2013. Several months after the purchase, the customer reported issues regarding the mattress's comfort. The manufacturer sent us a replacement in exchange for the faulty one. Two months ago (December 2015), customer contacted us regarding the comfort of the replacement mattress. We reached out to the manufacturer and requested a replacement. The manufacturer was only able to issue a credit of $164.65 in exchange for the mattress he had had in his possession for over a year as long as it met all the requirements; no stains, rips, etc. We were able to find a new mattress for customer to apply the credit towards and added additional discounts. Since the mattress was in-stock, we immediately sent his information to our delivery department to deliver mattress and pickup the one he was credited for. Due to the nature of this delivery we had to use our in-house team which took a longer time than the customer was willing to wait. He filed a dispute which put the process at a standstill. We requested that the dispute be lifted so we could deliver his item, but customer was unwilling to do so. When our office received this dispute, we allowed it to go through without rebuttal. Customer's order was cancelled and he received all of his money back sans the $164.65 credit. This credit is still available to him as long as he is able to return the mattress in his possession in pristine condition. Rather than force the customer to purchase with us again, we are willing to give this credit to him towards another mattress he might find through a different company.

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.On 7/7/17 we contacted DJ from Overstock, this was the first and only conversation that we have had with him. DJ requested that we allow someone from their warehouse to look at the furniture. We said we were available and he sent someone to look at the furniture. The man checked the wiring for the couch and was able to make the motor work on the couch. After he left we checked the couch and found that one side does not recline all of the way and it makes a thumping noise when you raise or lower that side.Since it was after 5PM when we found the issue we waited until the next morning and contacted Overstock at 9:30AM. I talked to Molly and she told me DJ was working and she would contact me and have him call us. letter that day I called back and again spoke to Molly, she assured me that I would either hear from DJ or her on the resolution of the issue. Letter that day around 4:30PM my wife called and spoke to Stephanie. She told my wife that DJ was off on Saturdays and that he would call us Monday morning. When my wife asked about replacing the defective couch, Stephanie told her they could give us a refund if they charged us a 25% fee.We are not using the furniture as the main piece of the sectional is defective and will need to be replaced. This company has performed unprofessional. We have provided our home phone number and they refuse to call it. They are calling my wife's cell phone that has poor reception in this area. We have provided them with the correct number [redacted] multiple times and they refuse to call it. Each time we contact them they tell us DJ will contact us and he does not.Due to the issues with the couch we are asking for a replacement of the couch (with a new couch) or a pick up of the furniture and a full refund. We have spent an entire week trying to resolve issues that the result of poor customer service and defective furniture from Overstock. We removed our furniture from our family room and had it picked up on 7/5/17 to make room for the new furniture. We are not using the new furniture as the couch is defective. We would like this resolved as soon as possible. We are prepared to file a civil suit if necessary against Overstock.
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.  NOTE: I choose a better mattress and paid the difference as they gave me a full credit for the defective one however they have not called to arrange delivery. I selected and paid them last Saturday Dec. 5th. Still waiting to here from them. 
Regards,
[redacted]

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

We are so sorry for the need for a restocking fee and we are very careful up front, in writing and verbally, to warn customers before they purchase.  One of the ways we are able to offer products at the incredible price we do is we are very careful in regards to waste.  One particular...

issue addressed with this policy is the one you have encountered.  We would not be able to afford to stay open as a business if everyone was allowed to purchase furniture so they can go home and try it out.  Their are multiple issues with that, one being, most people don’t want to purchase furniture that has been removed from the store and then attempted to fit into a home that will not accommodate the piece.  Rarely does a piece like this come back with no damage.  Many times we have to sell a piece that has been removed from the store as open box or floor model, at a loss, because it is no longer new.  Your paperwork actually stated “all sales are final” but as a courtesy in specific situations we will allow returns and offer the restocking fee as a benefit to our customers.  All customers are aware of this at the time of purchase and we make sure our staff is adequately trained to explain this at the time of purchase.  We are sorry for any inconvenience this may cause.

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

Customer has been contacted and apologized to by both the manager of the Customer Service department as well as the offending representative. This issue has been reviewed and the customer service agent has met with the General Manager of the company as well as his Customer Service Manager. He has...

been re-trained in this area and this will no longer be an issue with future customers. This customer has the direct line to our Customer Service Manager and she has been notified to call if there is are any problems whatsoever. She has also been given the information to resolve any issues regarding the blemishes on her items.

This customer is a warranty issue that has functioning pieces in their home. We have the pieces to replace their damaged items, and while it is not convenient for them, we did recently have problems with our delivery truck. We 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 this. They ended up going to the store to switch out their headboard for the replacement as well as getting their sofa exchanged for an undamaged one. We 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.

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.  
Regards,
[redacted] The response is not correct.  We wanted delivery from the first day of 2/27/16.  The new representative gave us a discount and said free delivery.  We were notified upon our second payment that a delivery charge was being added. We accepted this at the time because the representative was new.  When I made my last payment we were told 2 days until delivery.  This also was not true. We accepted a later delivery date. We did not received our furniture on this date.My husband went to the store. The manager was ready to refund our delivery fee until she called the main office and they said I had filed a complaint do not communicate with him.  Since my last complaint we have found a defect in the recliner part of the couch.  Cincinnati Overstock gave us a web site to file a complaint.  We had to take pics and send them also. My husband called to make sure the e-mail was received.  They told him that website is not working right and gave us a different site . Now we have to redo the whole process. I feel like asking for my delivery fee back is a small price to pay for continued bad customer service.  the response from overstock is a total fabrication. My husband explained he has a bad back the day we bought the furniture.  Delivery was never turned down on our part. I totally understand everything the representative said. It is not our fault they were not properly trained. Twice we accepted that things were incorrect due to his being a new employee.  I have been more than gracious regarding this situation.  I expect my delivery fee to be returned and my furniture to be fixed. Thank you for your consideration in this matter.

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 resolved. We were also not allowed to proceed with items he had sent through warranty due to this dispute as well. Customer was made aware. Before 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 delivered. We also offered a second option. We 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 January. Customer never responded to this email. As the sofas have been in customer's house for an extended period of time we are no longer able to offer this exchange. Our company reached out to the manufacturer of the mattress as well, but they refused our request for a replacement. We are still waiting on the dispute to arrive at our office.

[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 1[redacted], and find that this resolution is satisfactory to me as long as the company follows through with the repair to my satisfaction or the item must be replaced.  The business must complete the repair to 100% new within a 14 day time period from acceptance of this resolution or replace the piece with a new one within six weeks after the repair technician attempts the repair.
Regards,
[redacted]

We do apologize for any issues or delays in receiving your delivery. At the time of your purchase we were transitioning to our new system and a minor note was left off to have your order partially delivered and partially picked up. We have corrected that issues and as of 7/15 it appears that the...

items you requested to be delivered have been. We appreciate your business and again apologize for any inconvenience.

We have spoke with the customer and hopefully have resolved his issues.  His replacement chair is scheduled to arrive within the next 2 weeks.