Superior Supply

This customer originally purchased from our Florence location on 2/27/2016.  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 3/19/16 or 2-3 weeks.  They came back in on 3/4/2016 and made another payment.  All of their items arrived on 3/21 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 3/22/2016.  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 3/30/2016.  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 2 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.

Cincinnati Overstock
This
customer came into the [redacted] location to make a purchase on 2/27/2016. 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 3/23/2016. His delivery was scheduled for
3/30/2016. 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

While it is always our intent and desire to deliver our customers products to them as quickly as possible there are factors that affect delivery times. Customers locations, the arrival time of furniture, and the willingness of customers schedules all play key roles in fast deliveries. When a...

customers furniture arrives at our warehouse we notify our delivery company. They then have to look at their schedule and what they have already scheduled and routed in order to determine when they can deliver the deliveries that are sent to them. Depending on the distance the delivery companies have to travel to deliver the furniture is what the delivery fee is based off of. That distance is factored into the delivery schedule and when customers are further away that limits the days the companies can realistically do deliveries to them. Deliveries are an option that customers pay for. It is a service that we offer. We cannot always control the timing of a delivery, and customers have the option to pick their items up if they don't want to pay for delivery and work with the delivery teams. We try our best to meet all of our customers needs, unfortunately that is not always a possibility. We are very sorry for any frustration you feel.

We are so sorry for the delay on your order and we are very careful up front about the dates we give for items 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.   Your paperwork actually states "All dates for your product availability given to you by our sales teams on the day of your purchase are estimates only. We are unable to make promises setting specific arrival dates....If delivery is selected your ETA does not include the time of delivery to your home." 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.

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 1 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, Mr. Casey J[redacted], had been informed that the table and stools cannot be accepted without the rug.b.  Feb 18th, evening, I visited their sales representative, Mr. David 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 $95 delivery charge should be the sole responsibility of the seller.Issue 2 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 $ 256.98 restocking charges.Issue 3 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]

[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 9/21/2015 (Not Assembled), therefore I do not wish to proceed with this complaint. 
Regards,
[redacted]

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 furniture. Please 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]

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 Mr. David 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 1 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 LLC. is 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 LLC. simply 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]

We were able to contact and schedule a delivery for this customer. Customer's recliner was delivered 12/23.

[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]

We called and spoke to customer 1/13/2016 and have offered a $50 refund in place of a gift card. He accepted and will be refunded $50 towards his current purchase.

Mr. [redacted] originally placed an order for a set of sofa and loveseat on 1/30/2016 and discovered that it would not fit in his home.  We cancelled this order for him and gave him an in store credit for the entire amount on 2/1/2016.  On 2/3/2016 he returned to the store and picked out a...

sofa and recliner as well as a mattress set.  He was given an ETA, estimated time of arrival of 2-3 weeks, making the date of expected arrival 2/24/2016.  On 2/13/2016 our customer service department spoke with him and informed him that there would be a delay on his items as they were not available to ship from the manufacturer until 3/21/2016.  At this time he was offered to cancel with a full refund, or wait on these items and he asked about a discount for the delay.  We had to get any discount/refund approved by our management team and it was approved that we could discount this $100.00 to make up for the delay from Ashley.  He picked up his mattress set from the Erlanger warehouse on 2/20/2016.Each time that he called to check on this we informed him that it was still set to ship on or about 3/21/2016.  He called on 3/23/2016 and was informed that his sofa was in route to be delivered to our warehouse on 3/23/2016 but that there had been yet another delay from Ashley on the recliner and it was not set to ship to us until 3/28/2016 which means that we would have it in our warehouse 3/30/2016.  At that time we informed him that we could deliver out the sofa and he would be able to pickup the recliner when it came in, and he was not sure what he wanted to do and was supposed to call us back.  We did not hear from him in regards to this, so he was not sent to delivery.  We called and left him a voicemail on 3/24/2016 to inform him that we would have the recliner on or about 3/30/2016 and he would be hearing from delivery at the end of next week, or the beginning of the next, 4/4/2016 at the very latest.  He has not since called in response to our voicemails. He was informed of the delay as soon as we found out about it, offered 100$ off the total price, and we will be contacting him about delivery within the next week.  All arrival dates are quoted as "estimated time of arrival" and no guarantees are made because at times we can experience delays from the manufacturer.  It is listed in our policies and procedures that are signed by all customers at the time of purchase "All dates and times for your product availability given to you by our sales team on the day of purchase are estimates only.  We are unable to make promises setting specific arrival dates.  There are many factors that can affect the shipping time from our manufacturers to us that we are unable to control."

We understand the concerns that the customer has expressed, but we stand by our response.  We have an internal note system that is used to record every encounter a customer has with our company’s staff.  These notes are time and date stamped at the time the customer is talked to either in store or over the phone.  We have extensively reviewed the notes in regards to this customer’s encounter. Our sales staff cannot promise delivery dates or times as the delivery manager or the outside company schedules all deliveries.  Typically we advise customers to hold onto their furniture until an actual delivery date is scheduled with the company.  The store representatives have no access to the delivery information other than the internal notes saying when it was sent to delivery, they cannot schedule any deliveries. The notes are outlined below. (Some information has been removed so as to not put financial information out for the public.)  The delivery was accepted and signed for and the fee will not be refunded because the delivery was completed. 12:28:36pm on 2/27/2016: A note depicting what delivery would cost if added at a later date, but that it was not added at this time 11:02:20pm on 3/4//2016: Customer added delivery in store and made payment 2:49:56pm on 3/21/2016: order has arrived, balance needs to be paid before delivery 09:21:46am on 3/22/2016: Contacted customer, received voicemail 11:56:53am on 3/22/2016: Customer paid balance in store, information will go over to delivery within 48hours 12:12:55pm on 3/23/2016: Customer went into store inquiring about delivery because they had to wait about 10 days for delivery from the company. Was told at this time that the store cannot schedule deliveries or promise times. Store contacted delivery manager 12:37:43pm on 3/23/2016: Sent to the delivery company 11:18:13am on 3/31/2016: Customer returned to store upset because his delivery had been delayed due to an issue with the delivery company.  He was then given warranty information for some of the damages that he had with the furniture that he received.  He was given correct warranty information for the claim of damage. At this point the customer had already filed a Revdex.com complaint about refunding delivery fee so the store was unable to help in regards to this matter.  (At no point was the representative at the store told not to speak to the customer, the rep was informed that a Revdex.com complaint had been filed and any refunds would have to come from corporate office with approval after looking into the matter.) 4:35:17pm on 4/1/2016: Upon speaking to the delivery team and looking at the order file, delivery was completed and accepted with signature from the customer.  They had received proper notification about the delay from the company and approved a later delivery. 11:49:04am on 4/4/2016: Customer unable to reach warranty, email sent to customer. 10:12:55am on 4/6/2016: parts ordered 4:36:54pm on 4/22/2016: Parts arrived at customer’s home 09:55:23am on 4/26/2016: Repair work order sent (this took a few days because warranty manager processes claims Tuesday-Friday and we did not receive the information until the end of the day on Friday.) 3:59:20pm on 4/26/2016:  Customer went into the store to ask about the repair, was told a work order was sent

This customer originally purchased from us on 1/24/2016.  At the time of purchase she informed the sales person that she did not want to pick these items up until 3/14.  On 2/25 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 3/6/2016 and scheduled a pickup for the items on their way out of town on 3/13/2016.  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 2-3 weeks.  We ordered the headboard on 3/14/2016 as all orders go in on Mondays because our ordering staff does not work the weekends.  On 3/16 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 3/25/2016 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 3/25/2016 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 3/28/2016.  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 3/28.  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 below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]
This a complete contradiction of my complaint which the warranty person at Overstock told me. I was told the $53.50 would be refunded if the tech determined it was frame and would be fixed by the tech. There was nothing mentioned the $53.50 would go towards labor as if this was told to me I would not have paid up front for the tech visit. In my last conversation with the warranty person she said my money would be refunded and my couch WOULD NOT be fixed. I have received no refund and my couch is still broken. I must reiterate broken frame money refunded and couch fixed. If there was another problem my money would not be refunded. Manufacturers defect in the wood of the frame determined by the tech. It doesn't get any more factual than that. [redacted]

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 information provided by the business is only half accurate. It scares me that a company like this would make false statements in response to a complaint. In 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 returned. Through 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 accurate. In 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 $100 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 case. As 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 $1,500 from a company should be a positive, smooth, and easy experience - this nightmare has been anything but that. I 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 2-3 weeks, not 2-3 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 issue. This 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 2-3 week timeframe.
This delay has had a significant impact on my family, as stated previously I have two small children (ages 2 and 3) who are sitting along with my wife and I on lawn furniture in our living room right now. I 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 have. I want Cincinnati Overstock to make this right and do the right thing.
Regards,
[redacted]

Customer was called on 1/13 and agreed upon a $50 refund to his credit card since a gift card was never received. He will be providing the store with the proper information and the refund will be applied at his convenience.

This is not correct, and I'm very confused with this. After we sent our tech out to trouble shoot the sofa the first time, he hooked it up correctly and it was working just fine. The 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 couch. We did so on Wed the 12th. From what I was told by our Warehouse Manger the customer was very happy that we did so. So I'm confused that this Revdex.com complaint was sent on 7/14 after we had resolved all issues?

While we strive to meet all of our customers expectations, there is sometimes a breakdown in communication. In the case of this customer it had been communicated that this furniture was going to take longer than typical to come in and they were aware and ok with the extended ETA.  We informed...

the customer that some of their items had arrived and were available for early pickup instead of waiting for all of their items to come in for delivery. They were not happy with this and felt we should send them two deliveries.  At this point we offered to let them cancel their order if they did not want to wait for the remaining pieces. We contract with a delivery company that we pay for every delivery that they do for us. This is why we don't typically offer to take furniture out at no additional cost when a whole order is not in. If there is a delay the customers are not aware of when they place their order we try to do everything we can to make the customer happy at that point. If the customer is aware from the beginning that their items are going to take a while to come in, but then they decide they would like pieces of their order that have come in earlier, they have the option to pay two delivery charges or to pick up the furniture that is in at our warehouse. Due to an additional delay on the remaining products we did deliver the products out at no additional charge while they are still waiting for additional items on their order to come in.  We are at a loss as to why they felt the Revdex.com was the only way they could get resolution...

Customer's original mattress was priced $194.00 lower than the mattress she received. We were able to price-match the original mattress. An additional $200.00 was applied later. Customer has since been delivered her mattress.