Superior Supply

This customer purchased furniture from Cincinnati Overstock on 5/8/2016.  At that time he had selected to pick his furniture up from our warehouse when it arrived.  Once his order came in, he went to pickup on 6/1/2016.  At the time of pickup we have all customers obtain a...

packing slip.  This packing slip contains the customer’s order information as well as the following lines which the customer is required to initial and sign at the bottom.  We ask that all customers inspect their items fully before signing these blocks.    ___________ I hereby agree that all items listed on this receipt have been thoroughly inspected by myself and I have received the correct items as listed on this receipt in mint condition without defect or damage.  I agree any discrepancies, incorrect items, defects, or damage discovered after I have transported any items from Cincinnati Overstock Warehouse is solely my own responsibility, and I will NOT hold Cincinnati Overstock Warehouse liable for their replacement or credit.                                    �...⇄  ___________I have personally inspected, loaded and secured all furniture, and / or mattress with my own fastening equipment and Cincinnati Overstock Warehouse will not be held liable for any damage or injury caused by theses items coming free from my vehicle.                                    ...⇄ ___________ A decision on my own NOT to thoroughly inspect or examine completely all the items listed above before transporting any product does not free me of any personal responsibility.   The customer initialed and signed each block that he had inspected his furniture at time of pickup.  He then contacted us in regards to the damage to the footboard on 6/2/2016.  Our warranty manager then placed an order for the replacement footboard.  He wanted to have this delivered, but since he was originally a pickup, he was told he would have to bring back the other and pickup again because at the time he signed that all items were correct and in working order.  He was unhappy with this and we were willing to decrease the delivery charge from $95.00 to $75.00 to try and help him.  He was not happy with this charge and asked that we speak to someone who can waive that.   After discussion with the delivery manager, she gave us the approval to deliver this to him at no cost and pickup the damaged item.  I spoke with the customer today and we will be doing the exchange on 6/23.

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 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
desk. He can repair this like new. If 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 possible. However, I went to Cincinnati Overstock on Saturday to speak with [redacted] as instructed. This desk weighs 200 pounds and I did not want to load and unload it until I knew if [redacted] felt he could fix it. I took several pictures with me on Saturday. When I got there, I was told that [redacted] only worked Wed, Thurs, and Fri. I was so relieved I did not waste the time and risk injury taking the desk in. From 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 company. We 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 well. As a FYI...they did give me a 25 dollar gift card for the store, but we will NOT be using it. Thank you again for your help.
Regards,
[redacted]

Customer originally had a sectional on their order (item #1), but were charged incorrectly. We contacted the customer over this matter and they decided to cancel the sectional. We offered other options, but customer asked to receive a refund. We issued the credit to their credit card. Customer was...

fully aware of the situation and a refund of $3,321.08 was sent back to them within four days of their purchase on 1/31/2016. Customer also purchased a rug  1/31/2016 , but it was discontinued in the size they originally requested. One of our representatives called the customer and left a voicemail relaying this information and offering the sizes that the rug could be ordered in. We received no response, but tried again a few days later. We again left a voicemail with the customer, but received no response. These 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 anything. On 3/4/2016 we cancelled the order due to a dispute on their credit card and refunded them in full. The rug is item #2 on customer's complaint. The table and barstools (#3 and #4) that the customer purchased on ticket [redacted] on 1/31/2016 came in on time and without any issue. Since we had received no feedback from the customer regarding the rug, we proceeded with his order as usual. We placed him with our contracted delivery team who contacted him to set up a delivery date for the table set. He confirmed a delivery date with them and a delivery was attempted. Customer refused delivery due to the missing rug. Customer 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.

Ms. [redacted], I am so very sorry that this has been such a struggle to get out to you. Based on the information that was provided to us on your invoice, our delivery team has tried to reach out to you several times to schedule delivery. They have been unsuccessful, however, and that is why there was a...

delay in the delivery being scheduled. I understand that this item was to be a christmas gift, and we would love to accommodate you as best we can. We offer pick up times on Wednesday from 11:00am -5:40pm and we can certainly refund you for the delivery charge on your account. You are a very valued customer and we do not wish to upset you during the holiday season- our hands are very full and we are doing the best that we can.

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 3 days of calling to actually reach someone and confirm it was at the warehouse; this was finally on 4/23. 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 incorrectly. The table chairs were defective, and I did not order flawed furniture. The 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 complaint. A 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 it. He was very kind and helpful, it just brings me to the original point, I did not order defective furniture. The wrong table that they originally gave us even had damages.Maybe I did just have bad luck with getting 9 out of 10 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 mistakes. A new end table is being ordered, and I have been told that we have to come pick it up, which is completely putting me out. Since 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 furniture. This is not how customers should be treated, and I will be taking my business elsewhere in the future, as other customers should as well. Also, 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 resolution. The representative told me that they could not even cancel my order and refund the costs, when it was their fault. Like 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]

[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]

At the time of purchase, all customers are asked to provide us with a correct e-mail address (verified upon signing invoice and finalizing sale), which we use to contact them when their items are available for pickup.  Attached is the e-mail sent to Ms. [redacted] at her verified e-mail address, on Friday, 4/8/2016 letting her know when and where her items were available to be picked up. No one from customer service had contacted the customer at this point, as this is not the procedure we follow for pickup notification, unless specifically requested by the customer and noted at time of purchase.  We were very concerned by customer’s claim that she called us three days in a row and received no assistance so we pulled our phone records. We noted that the customer called in once on 4/21/2015 at 3:50pm, but was not immediately assisted. She waited on hold for customer service for five minutes and fourteen seconds before opting out of the cue line. On 4/23/2016 at 4:16pm the customer called in again and reached one of our customer service representatives. This representative made a note on the customer’s account that stated that the customer was calling in for information regarding her items, and that the customer would call back to schedule a pickup.  Customer scheduled a pickup with another representative the next day, 4/24/2016 at 12:01pm. As we experience high call volumes, it is not always possible to get to every customer as quickly as we wish. We apologize that the first call was not answered, but we are glad she was able to reach us the second and third time she called. The customer certainly did not order flawed or damaged items, and we certainly did not intend to stick her with items that were flawed or damaged. We want to stress that we order ONLY new furniture from our manufacturers. At times, some furniture may have manufacturer's defects, which are covered by our company for up to 1 year from date of purchase by sending the claim through our warranty department.  When customer sent us an e-mail with the pictures of the damages / defects (which have been included for reference), our warranty department ordered her a complete replacement for her cabinet and end table. The chairs were deemed repairable and a work order was sent to our repairman on 4/28/2016.  We received no reports of the chairs remaining defective after repair nor did we receive any information regarding the cocktail table that was delivered out to the customer.We do our best to treat every customer with care and understanding, but we must follow the policies and procedures that are put in place for our company. These policies and procedures are signed by and given to every customer on the day of their purchase. We also provide them on our webpage. In this particular case, the customer wanted her items replaced immediately along with compensation. We were happy to give her a resolution, but the wait was very upsetting to her. As our company orders all of our furniture from other companies, it takes time to get replacements in, but this in no way means that we do not care or do not wish to provide customer service. When the customer is unhappy with the only options we are able to give her, there is very little that we can do.

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 business. We 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.

This issue has been resolved with this customer. We have apologized to this customer and have ordered her a brand new table that is the exact same as the scratch and dent table that she purchased, for the scratch and dent price. We will also be delivering out the table for no extra charge. In...

addition to the new table and free delivery we have sent out a $50 gift card with the sincerest apologizes for any miscommunication that may have occurred because of this error. We strive to meet all of our customers furniture needs, and are not always able to do so. In this case we have been able to resolve our customers issue, and hope that they are more than satisfied.

The GM responded to this customer and did replace his mattress at our expense.

Our company strives to be fair to all of our customers who are dissatisfied in any way with their furniture buying experience. This 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 home. The 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 one. The process that is taken at this point is to disassemble the sectional so that it can fit into the home without any damage. This process takes time and labor that is not factored into the regular delivery fee which is why an additional fee is then quoted. If 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 home. The 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 fee. He 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 home. Our 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 paid. Our company in no way keeps the delivery fee that is paid in this situation, it is paid out to the contracted delivery company. We are sending a $50.00 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.