The Homestead

Complaint: ***
I am rejecting this response because:December 21, 2016Response to Letter received December 15, 2016, dated
December 9, 2016Dear *** ***I am responding to the letter written by Mr*** in
response to my complaint, ID *** This response is very upsetting at the least
that still the owner makes no attempts to apologize or resolve the issue, but
only defends himself with comments.Mr*** writes:“I
appreciate the opportunity to address this issue and provide details regarding
this customer’s transaction with usThe
customer placed her order with us on July 27, As with every customer who
places an order for items that are not in stock, we explained that the order
will take to weeks after placing the order with our vendorThe customer
picked up her order on August 22, This was less than weeks after she
initially placed her order with usBetween the date that she placed the order
and the date that she picked it up, she called and/or came into the store to
inquire about the status of the orderShe was given the same to week
timeline each timeOn
November 8, 2016, over days after she picked up the table and chairs, the
customer came in complaining about the table.”RESPONSE: This was
not the first time I came into the store asking about my tableI had come in
about a month before asking about the finish because it was wiping off and
rough and I had asked if they had anything I could repair it with and I was
specifically told by an employee “No, that it was a special store secret” and
then he walked away.“When
I asked why she didn’t call or come in sooner, she said she had been too busy.” RESPONSE: This was
the second time I came in, also asking about the finish, and then this is when
I realized that my table was much rougher in texture than anything else they
had in the store and again questioning the finish. Also, I did not say that I was too busy“She
did not have a picture showing the problem she was experiencing which made it
difficult to accurately assess the problem.“RESPONSE: I did not
have a pictureA picture would not work in this instance anywayI hadn’t
planned on stopping in nor thought it would ever to come this“I offered
to provided her with some stain and a brush to use on the table or she could
bring the table in and I would do whatever was necessary to fix the problem.”RESPONSE: This is a
flat out LIEHe only offered the stain and a brush after I kept asking right
before he kicked me out the door. I
asked and begged several times to bring the table in so he could see it and
that it was no problem for me to bring it inI was told No that he didn’t want
me to bring it in and he didn’t want to see itAnd he said there was nothing
that he would do over and over again, as I mentioned in my first letter“When
she asked about information to contact the manufacturer, I explained that they
were in Mexico and that we handle claims regarding defects or damage.” REPONSE: Again, this
is a flat out LIEI only asked about the manufacturer information, after time
and time again, he refused to be of any assistance with my tableAnd when I
did ask for the information, he again very aggressively and rudely said he
would not give me any information on who manufactures the furnitureJust now,
in this letter does he mention it is from MexicoAnd he never offered to
handle any claim regarding a defect or damage even after I asked over and over
He just kept saying No to every question I asked.“After
answering all her questions in detail, she continued asking the same things repeatedly.”RESPONSE: I kept
asking the same question in a different way because he was NOT answering the
question at allHe only kept saying no or I’m not going to tell you
Seriously, who treats a customer like this!“I had
other customers in the store when she accused myself and my employees of
engaging in illegal activities.” REPONSE: The other
customers in the store were my family members which he probably didn’t realize
Right before he decided to kick my out, two older ladies came in and were
walking aroundI hope they also witnessed how he was treating meI asked if
they were engaging in illegal activities because I could not imagine any other
reason that someone would behave in this manner when someone would ask about
defective product or who made the furnitureHis own behavior led to this
suspicion“It
was at this point that she was asked to leave.” REPONSE: I was not
asked to leaveI was told “Get out of my store” over and over again as he
walked up and got in my face and kept getting closer, using the closeness of
his body to make me back up.“Upon
exiting the building, she made malicious and threatening remarks.”RESPONSE: Yet again
another flat out LIEI kept a low, calm voice through this entire encounter
and, again, I did not come into the store with the intentions of a
confrontation, but to ask for helpI would like to know what malicious and
threatening remarks I made, because I did not make anyWhat happened was so
traumatic for me I remember every detail and I know what I saidI said
“Everyone will hear about how you treated me today.” I do not consider this
malicious or threatening“We
are sorry that we were unable to resolve the issue with this customer to her
satisfaction.” RESPONSE: There was
no compassion, care, kindness, helpfulness or apologies in the slightest“While
we strive for 100% customer satisfaction, we realize that there will be times
when we are unable to achieve that goal with every customer, despite our best
efforts.” RESPONSE: There was
no effort at all, NONE, that was made to answer my questions or resolve the
issue. “We
will continue our efforts to provide outstanding customer service and hope that
our loyal and satisfied customers will allow us to continue to serve them.”The majority of the response that Mr*** wrote is
completely inaccurate and falsifiedI’m sure this is solely to save his
reputationHe also completely removed the reviews section from his ***
page after I wrote a poor review. To
prove the behavior of Mr*** and what events occurred, I would request a
copy of his security surveillance, that is if he hasn’t erased that tooIf he
would have shown a little more kindness and accepted that maybe the customer
was in fact correct and had a defective table, none of this would have
happened. But again, there was not
attempt at allNo customer serviceEven now, after a formal complaint, there
is still no apologies or offers to resolve the issue with my tableI am truly
disgusted in Mr*** ethics, morals, and behavior that I will never
support this business again, nor will anyone I know. I also would just prefer to take all six
pieces of furniture back and receive a full refund and take my business
elsewhereHonestly, every time I look at this furniture, it reminds me of what
happened that day. Please see the attached rebuttal.
Regards,
*** ***

Dear *** ***I am writing in response to complaint ID ***I appreciate
the opportunity to address this issue and provide details regarding this
customer’s transaction with usThe customer placed her order with us on July 27, As with
every customer who places an order for items
that are not in stock, we
explained that the order will take to weeks after placing the order with
our vendorThe customer picked up her order on August 22, This was less
than weeks after she initially placed her order with usBetween the date
that she placed the order and the date that she picked it up, she called and/or
came into the store to inquire about the status of the orderShe was given the
same to week timeline each timeOn November 8, 2016, over days after she picked up the table
and chairs, the customer came in complaining about the tableWhen I asked why
she didn’t call or come in sooner, she said she had been too busyShe did not
have a picture showing the problem she was experiencing which made it difficult
to accurately assess the problemI offered to provided her with some stain and
a brush to use on the table or she could bring the table in and I would do
whatever was necessary to fix the problemWhen she asked about information to
contact the manufacturer, I explained that they were in Mexico and that we
handle claims regarding defects or damageAfter answering all her questions in detail, she continued asking
the same things repeatedlyI had other customers in the store when she accused
myself and my employees of engaging in illegal activitiesIt was at this point
that she was asked to leaveUpon exiting the building, she made malicious and
threatening remarks.We are sorry that we were unable to resolve the issue with this
customer to her satisfactionWhile we strive for 100% customer satisfaction,
we realize that there will be times when we are unable to achieve that goal
with every customer, despite our best effortsWe will continue our efforts to
provide outstanding customer service and hope that our loyal and satisfied
customers will allow us to continue to serve them