The Classy Home

Review: I purchased the Milari Queen Sleeper Sofa, a brand of the Ashley Home Furniture Stores, with The Classy Home on August *, 2015 with no problems. I was sent an email that my order was processed, and I would receive a tracking number with delivery information. I was not sent the tracking number, but instead sent an email after I telephoned to inquire about delivery and informed that I would receive the delivery on August ** or **. I finally received the sofa on August **, after I was given the delivery driver's telephone number and scheduled the delivery myself.

Upon viewing the merchandise after delivery, I noticed a small rip in the upholstery in the front of the sofa. In addition, I saw that a plank of wood was nailed [with 2 nails] to the left bottom side of the sofa which caused the wood structure of the sofa to be damaged. I was told the plank of wood was nailed in the merchandise to stabilize it during transportation. I immediately took photos of the sofa [within 1 hour of delivery], telephoned the company to inform them that the sofa was damaged. I also sent the photos the same day.

I received an email of apology and confirmation that they agreed there were damages to the sofa. I was told I would be sent replacement materials by mail and the company would send a repairman to my home to repair the damages. I instead stated I don't want a refurbished or repaired sofa. I purchased a brand new sofa, or wanted a full refund.

Over the course of the week and after sending more photos, the company has already mailed to me along with a tracking number a replacement part. I again stated I wanted a new sofa or full refund. According to their policy, they will deduct a 25% restock fee [so they do sell refurbished merchandise] from my refund and charge me shipping costs to return the sofa.Desired Settlement: As far as I am concerned, I do not want any merchandise from this business in my home. Their business practices are unethical, unjust, lack integrity, and they provide disrespectful and outright bad customer service.

I want a full refund and to return the sofa at their expense, not mine.

Business

Response:

We truly apologize for all the aggravation this order has caused.According to our terms: we need to go with the repair.We already have a repairman standing by and ready to make the appointment for the repair.(the problem with us taking back items is that we end up dumping them when they come back - we don't resell returned items)

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved becauseAs I stated in my original complaint, the Classy Home is FORCING me to keep the Milari Queen Sleeper Soda which was delivered to my home damaged. I paid full price for a brand new sofa and am entitled to what I paid full price for. I am glad they agreed in their response to my complaints that the current condition of the sofa is damaged and in need of repair--which is why they have a repairman standing ready to repair it. I am equally glad that they have agreed that the sofa is damaged and need only to be "dumped" which is what they say they would do with it when it is returned to them confirmed by their statement: "the problem with us taking back items is that we end up dumping them when they come back - we don't resell returned items."I am expecting a full refund for the return of this damaged sofa, or a brand new sofa--one that would not be in need of any repairs or refurbishing.Thank You.[redacted]

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

Hi [redacted]We truly are sorry for all the frustration this is causing you. and we're sorry that you feel we are trying to get away with not taking care of the matter.Please understand that this is just the way we need to do in accordance with our terms and conditions.we will be paying for the repair and the unit will be totally restored to perfection - the torn panel will be changed too.we appreciate your understanding.

Review: Despite numerous emails, Classy Home continues to ignore our issue. This is NO WAY to treat a customer that just spent a lot of money on brand new furniture that arrived damaged, and some of it didn't even arrive the first day. This was after waiting for it to ship a number of weeks, without being notified by Classy Home of this, despite their website saying they would do so. The love seat arrived with damaged show wood all over, and the side arm rests make crinkling noise, due to being damaged by shippers. The sofa does not make any of those noises, and is in acceptable condition, except for an indentation in one of the arms from how it was wrapped. The coffee table arrived with a damaged lower shelf, and then the replacement shelf that shipped was also damaged! We are still waiting for this replacement. While waiting, we discovered 2-3 cracks at the top of one of the legs of this coffee table. Not surprising it is damaged also, since it came in the same box as the badly damaged shelf. One of the end tables arrived damaged as well, which they replaced. Why do they keep ignoring their customers????????? Their website says... " The merchandise that is shipped to you is insured with the shipping company to protect it from damage that may occur in transit we will try to work out the problem to our customer?s satisfaction. We will try to repair the damaged item to the best of our ability and at our cost. ... If we are unable to repair the item we will exchange it for you free of charge. if we can?t replace it we will refund the order. We will be happy to work together with you to make your shopping experience with us be a wonderful one!" This experience has been a small nightmare, nothing wonderful about waiting weeks for brand new furniture, only to have most of it arrive damaged, then be ignored by the business that took our money for it.Desired Settlement: 1. Acknowledge my emails, and reply to them. 2. Replace the damaged coffee table. 3. Replace the damaged love seat. 4. If unwilling to replace the above, then issue me a full refund immediately.

Business

Response:

Review: Purchased a chair and the estimated shipping date was 3-4 weeks later. Two business days later decided to cancel order because we found the same chair significantly cheaper and could get it shipped sooner. When we requested to cancel we were told they would charge 25% of purchase price - but the item hasn't even been shipped yet and won't for 1/2 month later! Very disappointed!Desired Settlement: Refund the full amount - let future buyers be aware of the 25% fee!

Business

Response:

Hi,Thank you for contacting our customer support.The customer placed an order with us for a recliner and we sent him estimated ship dates. The dates we estimate are generally accurate, although it sometimes changes.The customer asked to cancel the order, however at that point it was too late since we already had the item in our warehouse. Once we have an item in our warehouse any cancellation is refunded less a 25% restocking charge and shipping fees.As a courtesy we increased the discount on the order.

Review: This product was "garaunteed" to ship the first week of December. It was pushed back a month and we dealt with it. Now it was delivered- BOL showed all four pieces etc. We only received 1 piece of the 4 after having to take off work and now they say they can't tell us when we'll see the rest of the couch. They won't refund my money either.Desired Settlement: I want my couch or a refund.

Business

Response:

Hi [redacted], We're terribly sorry about this delay.the shipping company has accidentally divided this order on two separate tailors.The 2nd part is scheduled to arrive soon and will be delivered sometime next week. We don't have an exact date, but the shippers will call to schedule as soon as they schedule the truck,Thank you so much for your understanding; we truly appreciate your patience.The Classy Home

Review: I have contacted this business about this sofa since the day it was shipped. When the sofa arrived with loose fabric on the back of the sofa. I contacted the store immediately that afternoon. The sofa is not against a wall so the defect is VERY noticeable. In November the sofa started coming apart. There is a large (9 inch) hole at the seam along the back of the sofa. There is also stuffing coming out on the back of the arm of the sofa where that seam has split, and finally there are 2 out of 3 of the seat cushions that the seams have torn in at least one spot and most of them have 5-6 inch tears at the seams on the inside of the cushion. This furniture has always felt like the left arm was loose and the arm squeaks when you sit down. At this point (since it was July when we ordered the furniture but we didn't receive it until September) I would just like a refund. This sofa is literally falling apart.Desired Settlement: Please refund the $495 for the Ashley sofa.

Business

Response:

This is manufacturers issue.We have told her that this is still under review.AS soon as we get this settled we will let her know.