Initial Business Response / [redacted] (1000, 5, 2016/01/07) */ Unfortunately the manufacture warranty does not cover tears in the fabricWe decided as a reputable furniture retailer that has done business in Champaign for over years to replace the cushion cover at our cost even though it is not covered under warrantyThis consumer has been informed that we have ordered the cushion cover and will contact him when it arrives to let him know that It is available for pick up at no cost to him
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 meIn addition, I would like to mention that we have proof that we don't have the merchandise .My daughter has an invoice and a voicemail from Big Mike admitting that she doesn't have the merchandise and apologizing and asking if she would like some furniture until her order arrivesAmerican First Finance company called This is it and told them if they didn't hear from them by Monday they were going to close the account without their consent So, the person who responded to this message is not being truthfulIt was already proven that my daughter didn't receive the merchandise so American First Finance company took care of the matter not This is it They were cruel and unprofessional to my daughter and one of customer service man, heavy weight was the same to me when I tried to talk to him in the storeThank you for your helpAmerican First Finance company has closed the account
Initial Business Response / [redacted] (1000, 5, 2016/03/10) */ We have been in business for over years and pride ourselves on customer serviceOur store policy is no cash refundsIt is clearly written on the invoice right above where this customer signedIn a situation like this where someone changes their mind on a purchase or a layaway we offer a couple optionsThe customer can choose merchandise in the amount they have paid or we can issue a store credit in the form of a gift certificateBoth of these options are available and have been offered to the consumer Initial Consumer Rebuttal / [redacted] (3000, 7, 2016/03/14) */ (The consumer indicated he/she DID NOT accept the response from the business.) I will not accept their statementI did not receive any merchandise, I am not returning anything to get a refundIt was a lay away, nothing was purchased, I would like to get the back in cashI do not want a gift certificate, or choose other merchandiseThe invoice did not state anywhere regarding cash back on a layway, to my knowledge it meant no cash refunds on merchandise that was purchased and the customer wanted to return
Initial Business Response / [redacted] (1000, 5, 2015/12/01) */ This customer purchased her furniture 3/and it was delivered immediately with no problemsThe customer then called on 7/and said her recliner was broken, we picked the recliner up on 7/repaired it and returned it to her home.We thought the problem was resolved until the customer called months later and said she was not satisfied with the repair.At that time the owner decided we would just get the customer a new recliner.I called the customer and informed her we would get her a new recliner but she would have to bring her old recliner to our store and pick up the new one or we would charge her $to redeliver.The customer was not happy but she agreed to this arrangementWe had to order her a new recliner and it was out of stock so it took weeks to come inAs soon as we received her chair I called her and told her it was in and that she could swap it out anytime or we would bring it to her for $The customer became very irate and said we will see about that and hung up on meI have not heard from the customer since until I received the complaint letter from your organizationWe have gone above and beyond by getting this customer a new recliner after picking up and repairing and returning her chair once alreadyThe manufacturers warranty clearly states that transportation of a damaged or defective piece of furniture is the responsibility of the consumer not the retailerWe have been in business years and pride ourselves in our customer service and repeat business from satisfied customers,but this customer is making life difficultWe will be glad to pick up her chair and bring her new one out if that will make her happy but I would like to reiterate that we have already went above and beyond what is required by the manufacturer and our own policies for this customer
We have been in business for over years and pride ourselves in customer serviceI personally spoke to her and explained that our ticket shows that everything has been delivered, but I understood her concernsI also explained that I would have a manager review this situationAfter talking with my manager, we decided to take her word even though our invoice shows everything has been takenWe contacted American First Finance and approved a cancellation for the living room items
Initial Business Response / [redacted] (1000, 5, 2016/01/07) */ Unfortunately the manufacture warranty does not cover tears in the fabricWe decided as a reputable furniture retailer that has done business in Champaign for over years to replace the cushion cover at our cost even though it is not covered under warrantyThis consumer has been informed that we have ordered the cushion cover and will contact him when it arrives to let him know that It is available for pick up at no cost to him
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 meIn addition, I would like to mention that we have proof that we don't have the merchandise .My daughter has an invoice and a voicemail from Big Mike admitting that she doesn't have the merchandise and apologizing and asking if she would like some furniture until her order arrivesAmerican First Finance company called This is it and told them if they didn't hear from them by Monday they were going to close the account without their consent So, the person who responded to this message is not being truthfulIt was already proven that my daughter didn't receive the merchandise so American First Finance company took care of the matter not This is it They were cruel and unprofessional to my daughter and one of customer service man, heavy weight was the same to me when I tried to talk to him in the storeThank you for your helpAmerican First Finance company has closed the account
Initial Business Response / [redacted] (1000, 5, 2016/03/10) */ We have been in business for over years and pride ourselves on customer serviceOur store policy is no cash refundsIt is clearly written on the invoice right above where this customer signedIn a situation like this where someone changes their mind on a purchase or a layaway we offer a couple optionsThe customer can choose merchandise in the amount they have paid or we can issue a store credit in the form of a gift certificateBoth of these options are available and have been offered to the consumer Initial Consumer Rebuttal / [redacted] (3000, 7, 2016/03/14) */ (The consumer indicated he/she DID NOT accept the response from the business.) I will not accept their statementI did not receive any merchandise, I am not returning anything to get a refundIt was a lay away, nothing was purchased, I would like to get the back in cashI do not want a gift certificate, or choose other merchandiseThe invoice did not state anywhere regarding cash back on a layway, to my knowledge it meant no cash refunds on merchandise that was purchased and the customer wanted to return
Initial Business Response / [redacted] (1000, 5, 2015/12/01) */ This customer purchased her furniture 3/and it was delivered immediately with no problemsThe customer then called on 7/and said her recliner was broken, we picked the recliner up on 7/repaired it and returned it to her home.We thought the problem was resolved until the customer called months later and said she was not satisfied with the repair.At that time the owner decided we would just get the customer a new recliner.I called the customer and informed her we would get her a new recliner but she would have to bring her old recliner to our store and pick up the new one or we would charge her $to redeliver.The customer was not happy but she agreed to this arrangementWe had to order her a new recliner and it was out of stock so it took weeks to come inAs soon as we received her chair I called her and told her it was in and that she could swap it out anytime or we would bring it to her for $The customer became very irate and said we will see about that and hung up on meI have not heard from the customer since until I received the complaint letter from your organizationWe have gone above and beyond by getting this customer a new recliner after picking up and repairing and returning her chair once alreadyThe manufacturers warranty clearly states that transportation of a damaged or defective piece of furniture is the responsibility of the consumer not the retailerWe have been in business years and pride ourselves in our customer service and repeat business from satisfied customers,but this customer is making life difficultWe will be glad to pick up her chair and bring her new one out if that will make her happy but I would like to reiterate that we have already went above and beyond what is required by the manufacturer and our own policies for this customer
We have been in business for over years and pride ourselves in customer serviceI personally spoke to her and explained that our ticket shows that everything has been delivered, but I understood her concernsI also explained that I would have a manager review this situationAfter talking with my manager, we decided to take her word even though our invoice shows everything has been takenWe contacted American First Finance and approved a cancellation for the living room items