Taft Furniture Warehouse & Showroom, Ltd.

We would first like to apologize for any inconvenience this matter may have caused the consumerI have been in contact with the customer and agreed to order the sofa and chaise in reverse waiving the special order deposits normally requiredWe will be in contact with the consumer once the product is received by Taft Furniture and make arrangements to pick up the existing furniture and delivery the new[redacted] ***Director of Customer Support

The purchase occurred in 2016, and was out of warranty at the time of her service requestWe offered her an additional 10% discount if she chose to select new merchandise, or to provide full serviceShe chose serviceThe couch was brought by Taft into the shop, where the frame was repairedThe couch was brought back out to her homeShe reported an additional issue with the mechanism and handle, which was repaired to full satisfaction in her home

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.This does not resolve my complaint! Taft never reached out to me, their replacement company, which is a third party did Therefore, Taft is falsifying documents for Revdex.com This is further evidence that their retail practices are faulty and take advantage of the consumer I wish to bring this attention to the media about how their "warranty" forces you to keep the same faulty model! The third parties solution was that I contact the manufacturer ( [redacted] ) for a resolution This is terrible business and I look forward to talking to the media!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.First of fall, the technician who came to inspect bedroom furniture set told us, he himself is'nt sure what thoseparticles are, so I don't know why it is being referred to as dust particles. Per my last conversation with him, he was going to share pics of those particles to the taft warranty department. Also, I have another bed set from Taft for last three years and not even once any sort of particles have gathered on the footboard or anywhere else on the bed. So most definitely the new bedroom set has some issues. Also, taft manager who called me couple of days regarding this issue was very adamant that its employees never make mistakes and their 100% sales are flawless. I wasn't communicated clearly about the extended protection plan. Within just 2 months of buying furniture, even though it is under manufacturers warranty, Taft is not ready to resolve the issues with the furniture. So I m not willing to retain the bedroom set without any further protection plan. if the particles gathered is due to any wood issues, its going to impact health of me and my pregnant wife. If one cannot walk the talk, he/she should not talk. That's what needs to be explained to the sales staff at Taft.Regards, [redacted] ***

In response to claim ***
The consumer purchased on November 28, and had it
delivered on December 4, Taft Furniture offers a one-year warranty for manufacturer's
defects and workmanship as stated on the Terms and Conditions of Sale located
on the back of their purchase receiptPlease see attached
Taft Furniture does not offer an extended warranty reference
by the consumer, the program offered is an incidental program designed to
assist customer when unfortunate accidents happen caused by the consumerBecause of the nature of the program with accidental
coverage it is required by Montage that the program is purchased no longer than
days after receipt of product
A MFS Furniture Protection Plan helps protect your new furniture from
accidental stains and damage per incident caused by the consumer or someone in
the home it does not cover wear and tear, dust or damage from everyday use
A Furniture Protection Plan is not a warrantyWarranties cover manufacturer
issues with the productTypically the damage associated with a warranty is
caused by an issue with the design, workmanship, or quality of materials, and
is not caused by the consumer
Montage Protection Plan covers:
CLEAN ACCIDENTAL STAINS SUCH AS:
Food and beverage stainsHousehold stainsInk stainsLipstick, nail polish, cosmeticsHuman and pet bodily fluids
REPAIR ACCIDENTAL DAMAGE SUCH AS:
Punctures, rips, cuts, tears, and burns in most leathers and fabricsBurns, heat marks, scratches, and gouges in woodSprings, frames, and certain
mechanisms
While we can understand the consumer
frustration, and apologize for the misunderstanding we are unable to sell the consumer the Protection
Program do to the fact that the purchasing period has expired under the selling guideline of Montage
As we explained to the consumer in acting in good faith we are unable to sell
him a program that will not be honored
On
February 12, Taft Furniture sent a Service Technician to the consumer home
to inspect the product No manufactures
defects or damaged of any kind was found with the product and it was confirmed
that the particles on the product are dust particles from the environment
Wood furniture is a charming addition
to any room of the homeDespite the many perks of wood furniture, one downside
is the fact that wood is a dust magnetIn a house, dust is largely made
up of dead skin cells, fibers from clothing and other materials, pollen
and dander, and tiny particles
of dirtDust comes from objects in the
environment, and from the people and animals that live in it
No sooner do you get your wood furniture all dusted off, then you see a layer
of dust already on the surfaceAlthough there is not anything you can do to
prevent dust altogether, there are some preventative measures you can take to
keep your wood furniture dust-free for a longer period of timePlease see
attached Helpful Hints
Although we value their business, we are unable to comply with their
request due to the reasons explained above

This issue has been resolved They replaced the damaged items

The consumer purchased from Taft Furniture on August 20, and had the product delivered on August 30, At the time of the sale the consumer purchased the extended protection program administered by *** Furniture ServiceIn when the consumer discovered the issue a claim was opened
on April 11, with *** Furniture ServicesAs Taft Furniture does not administer the protection program we as well do not determine the outcome to resolveThis is done by *** Furniture Service within the terms and agreement of the protection programWhen we received the concern from the consumer we reached out to *** on behalf of our consumer for resolve and request that *** call the consumer to review claim and discuss the replacement of the sofa that *** agreed to exchangePlease see ***’s response to claim: We apologize for any frustration Mr*** may have experienced regarding the claim on his sofa. We genuinely want to provide a pleasant service experience and, whenever possible, a satisfactory outcome to valid claims for purchasers of our plansWe process many thousands of claims per month and the vast majority of them go very smoothlyWe are sorry that Mr***’s experience did not go as smoothly as we both would wish. We can appreciate Mr***’s hesitation in wanting the same model sofa; however, when fulfilling our coverage obligation we must follow the terms of his Plan Agreement, which state: “If possible, We will order, from the Selling Retailer, replacement part(s) or complete product(s), as necessary, to fulfill the coverage provided under this AgreementSuch part(s) or complete product(s) will be new and of the same make and model as Your Covered Product..” As long as the manufacturer is still making the same model furniture as Mr***’s current sofa, we must follow through with providing an even exchange. We have contacted Mr*** and advised him of our procedures and the policies stated in his Plan Agreement. He was very understanding and he will be contacting us back within the next few days to proceed with his claim

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.Taft Furniture is not attempting to resolve this complaint. I do not agree with their policy, and I do not agree with their Warranty
The Revdex.com should take any step necessary to resolve this complaint. I want it on file that I am completely unsatisfied, and in the future- I will never recommend Taft Furniture to anyone I know, they have poor customer service, they do not stand behind the items they sell, and my family will never shop there again.Regards,*** ***

Refund for amount of mattress pad, plus tax has been submitted to accounting for refund, and will be processed asap$is the amount of the refund

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, *** ***

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, *** ***

At Taft Furniture, we take pride in ensuring our customer’s
satisfactionUnfortunately, we did not meet your expectations. We do not offer an extended warranty the
program referenced to is an incidental program designed to assist customer when
unfortunate accidents happen caused by the consumer
We as well would like to apologize for the misunderstanding
of contact informationIt is correct that Taft Furniture is currently not
carrying a line from *** but we have contact information both phone and
email for the manufactureWhat we failed to properly communicate is that this
information is prohibited by the manufacture to be given out to the consumers
as they are not equipped to handle customers directly, as *** stated to the
consumer when she called them for assistanceVery few furniture manufactures
offer consumers hotlines and even those that do still referrer customer back to
the retailerIt is the retailers that work as the middle man to assist the
consumer and manufactures when claims occur.
The consumer was looking
for replacements Taft Furniture did contact the manufacture on February 23,
when speaking with the customer and then again after receiving this claim I
personally called the manufacture to confirm again that they no longer carried
parts or replacement pieces for the group ordered by the consumer The request for a replacement headboard or
complete bed that is similar but matches the existing furniture exact unfortunately
is not an option as we do not substitute between different manufactures and
have not been successful in “matching” as similar finishes and stains can
appear very different depending on the surfaces
We would like to offer our deepest apologies for the trouble
you had to experience with Taft
FurnitureThis situation is not ordinary and these incidents are
not typical of usWe are very serious when it comes to our client’s
satisfaction unfortunately we are unable to provide replacement only repair

This claim has been resolved all product was delivered to
the consumer and discounts applied

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.Your recent message states that I did not purchase the extended warranty, I was not offered an extended warranty. I usually purchase the extended warranty when offered-especially if the warranty is only for a year, which was not brought to my attention at the time of purchase either. Secondly-the service representative did not have the manufacturer information anymore. *** insisted over and over again, that she did not have the manufacturer information to contact them since Taft no longer used them. So how you contacted them is in question when you did not have a phone number or address available to you or to me. I asked for a replacement headboard that matches the color/style of the existing wood bed frame. While I am willing to let someone come out and inspect the headboard- I am unwilling to pay for repairs (which has already done by my husband). So the only thing there is available to inspect are the repairs- which are mostly complete at this time. I have yet to stain the wood used as a brace on each leg and the back of the head board. I am unsure how long the repair will last, but it certainly couldn't be as long as what the original headboard would have lasted if it had not been damaged by the manufacturer. The screw holes that the manufacturer placed at the attachment legs was cracked down the center of each leg, this was not visible as it was an internal crack. I am disappointed that Taft has chosen to answer dishonestly regarding contacting the manufacturer. ***, the representative was very rude, talked over me, interrupted me and refused to let me speak to anyone in the management department other than herself. It was inappropriate conduct towards a customer.
Regards,*** ***

In response to claim [redacted]. As stated on the back of our receipt, in several locations at the point of check out and in the bedding gallery that bedding related items are non-returnable. The consumer purchased the mattress pad protector, removed it from its original packing and tried it for one...

night at that point decided he did not like it and went to return it to the store of which the return was denied. After speaking with our consumer and explaining why such policies and procedures are in place we have agreed in good faith  to allow the return and refund of the protection pad. Once the mattress pad is return to the store we will process a refund for return goods back to the purchasing card in 10 to 14 business days.

In response to claim [redacted]
All items in our inventory are given a serial number
separate from the manufactures number in order to identify and track each piece
of furniture within our buildingWhen an As IS order is written the system
captures the serial number, the product is
tagged with a sold tag and a comment
is made to identify the location of that productThis is a three part check
system to ensure when selling AS IS that the consumer gets the product that
they saw in the store This customer
purchased a twin sleeper that was AS IS on July 4, and had it delivered on
July 10, At the time of this purchase we did not have additional stock on
this productIt was not until July 16, that we received a second twin
loveseat that we attempted to cancel but was unable to by the manufacture this
was the loveseat referenced and sold to customer [redacted]The loveseat this
consumer sat on the day of her purchase was the same loveseat delivered to her
on July 10, We did not have another loveseat in our inventory at the time
of purchase or delivery for this customer.
On July 20, the consumer reported her concerns with the
loveseat and was schedule for a technician to come out to the consumers home to
inspect the loveseat on September 28, The technician inspection found
nothing wrong with the loveseat and stated the only odor it had was of
cigarettes from the consumer's home. The
merchandise has no manufactures defects and is now unsalable so we refused to
authorize the return of the loveseat Please
see attached return policies on the back of the sales receipt
In order to resolve:
We apologize for this unfortunate
situation but feel Taft Furniture operated fairly and regret that the product picked did not meet their expectationsIn closing Taft Furniture agrees to pick up
the AS IS loveseat for return with a 20% restocking/cancellation
fee of $and an additional pick up fee of $The original delivery
of $would not be refunded as the initial delivery was madeIf the
customer decided to have the merchandise picked up for cancel the total credit
to the consumer would be $

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.First of fall, the technician who came to inspect bedroom furniture set told us, he himself is'nt sure what thoseparticles are, so I don't know why it is being referred to as dust particles. Per my last conversation with him, he was going to share pics of those particles to the taft warranty department. Also, I have another bed set from Taft for last three years and not even once any sort of particles have gathered on the footboard or anywhere else on the bed. So most definitely the new bedroom set has some issues. Also, taft manager who called me couple of days regarding this issue was very adamant that its employees never make mistakes and their 100% sales are flawless. I wasn't communicated clearly about the extended protection plan. Within just 2 months of buying furniture, even though it is under manufacturers warranty, Taft is not ready to resolve the issues with the furniture. So I m not willing to retain the bedroom set without any further protection plan. if the particles gathered is due to any wood issues, its going to impact health of me and my pregnant wife. If one cannot walk the talk, he/she should not talk. That's what needs to be explained to the sales staff at Taft.Regards,[redacted]

I reached out to the customer and we are working on resolving this claim. It was suggested that the damaged caused to the unit was caused by the consumer and not covered under the manufactures warranty. After review of the claim and speaking with the customer Taft Furniture agrees to order the rail...

needed to resolve and have a technician install once in.

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.This does not resolve my complaint! Taft never reached out to me, their replacement company, which is a third party did.  Therefore, Taft is falsifying documents for Revdex.com.  This is further evidence that their retail practices are faulty and take advantage of the consumer.  I wish to bring this attention to the media about how their "warranty" forces you to keep the same faulty model! The third parties solution was that I contact the manufacturer ([redacted]) for a resolution.  This is terrible business and I look forward to talking to the media!Regards,[redacted]

It is unfortunate that the consumer was unhappy with the purchased made. We have reached out to this consumer in an effort to resolve. The consumer has decided to use the credit from the bedroom set to purchase a sofa that we will deliver on March 13,2016. The difference will be refunded back to the...

consumer 5 to 7 days after the bedroom set is returned.