Trail Furniture

Initial Business Response / [redacted] (1000, 5, 2015/09/04) */ This gist of this customers issue is correct, we were advised that the love seat was discontinuedWe did make an offer to upgrade and after some thought the customer decided to pursue the refund and was advised that he would have to speak to someone other than myselfI gave this customer my personal cell phone number in an attempt to ease his concerns and I kept in touch and called him when I said I would and advised as to when he could come by and discuss the matter once the person he needed to speak with was back He came in August 24th expecting someone to be here on his time frame, yet we had not confirmed a meeting time and we had no idea he (the customer) was leaving on vacation himself I have not had contact with him [redacted] As far as I know, he has not communicated sinceUntil such time as he would agree to remain calm and discuss this in a professional tone, we would be happy to meet with him I have posted a refund request for him with the GM, but patience is required As previously stated, our policy regarding any threats, verbal, written or otherwise close all dialogue Thank You Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/09/15) */ (The consumer indicated he/she DID NOT accept the response from the business.) June purchased a piece-suite, delivery & goods paid for on same date, extended warranty to be decided on before delivery & items to be in store July Over the course of the next few weeks made several calls to store sales person to follow up if furniture had been received yet, found out that pieces had been received store waiting for 3rd piece, was told should be in Fri July 24th/Mon 27thCalled store 29th unable to speak to salesperson, whoever answered the phone advised me "don't know why you were given those dates, shipment is not due in until Aug 10thOver the course of the next few days we tried to contact sales person with no successWent into store in person Aug 1st was able to speak with salesperson who assured us there was no problem, item should be in any day upon which we paid for the extended warranty for pieces totalling $Sales person suggested we take delivery of the pieces and have 3rd piece delivered later, we declinedAgain over the course of the first weeks in Aug we tried to contact the sales person to find out what was going on with the 3rd piece, by this stage we could not get past the person answering phones,"X is not available they will call you back, we would ask if manager was available to shed some light on what was going on, however he never seemed to be available, and no return calls received from sales person or managerWe would ask when the manager would be in to speak to and were given times that he would be in the store, asked for contact number for manager and was given regular store number, on at least ocassions went to store in person during supposed available times, but manager never seemed to be thereFinally had enough by Fri Aug 14th tried to contact sales person, was told by receptionist that "could not come to phone & I would receive a call back Aug 17th, no call received Aug & following up with the store found sales person would be on vac until 20th [redacted] Finally found out 3rd piece was unavailable and we would have to speak to the managerBy this time we had enough of dealing with this store [redacted] We were determined to speak to manager and after numerous phone call attempts we finally spoke to himHe was informed that we did not want 2/of suite, we wanted 3/what we had ordered and paid for & & if it wasn't available, because of how we had been treated we wanted our money backHe asked us for hours to rectify the situation and try & find us our 3rd pieceWe reluctantly agreedManager was unable to find 3rd piece as the line was discontinuedWe told manager we wanted our money back, and were told that we could not have a refund we would have to take something elseYes he got a very angry response about refusing to provide a refund and trying to force us to take product we did not order or wantWe were told that only the owner could give a refundWe insisted on refundReceived a text from manager on Aug stating owner would be back from overseas on Sat and would meet with us on Mon 24th in store, we immediately replied back to manager we would be in store at 11am on Mon no later and expected a full refundWe sent an additional text to manager on Aug asking for confirmation that we would have a refund for the full amount and if he could confirm store meeting 11am Mon only time we had availableManager responded back he had forwarded text to owner and would confirm time for meeting over the weekendWe sent another text to manager on Aug we would be in store 11am Mon 24thReceived no replyWent to store in person for 11am Mon 24th no-one was there to meet with usWe had to leave could not wait as leaving for vacation for several weeksWe designated son/daughter to handle issue in our absence [redacted] the manager advised him to contact the owner the following day at the storeDaughter contacted the owner following day, the conversation began [redacted] "we have your chair & coach, we don't have your loveseat what are you going to do about it" Our response was no what are you going to do to rectify the situation, [redacted] and cannot fulfill your end of the sales agreementWe want a full refundThe owner responded again in the same unprofessional manner, we will give you a refund less 25% admin fee, less delivery and extended warrantyThe conversation went back and forth for almost an hour with owner refusing to provide refundEventually this person says he is not the owner just GM and can't provide a refundOur response was why were we told you were the owner and you could provide a refund, at this point this GM/Owner? puts the call on hold and the manager comes on the line, he says he can't hear and asks if we will call back, to which we reply NO we will not call back, we want an explanation as to why we have been misleadAt this point the GM/Owner comes back on the line, we ask if he does not have the authority we want the name and contact info of the owner/person who does, he says owner will be back from India in Oct & we can talk to him them, he refuses to provide the contact infoAt this point this person informs us that he has told us what he can do and if we do not like it take them to small claims court and hung upI can assure you that these conversations were handled by my daughter, son in a calm, firm, assertive manner, professional mannerAs far as I am concerned this most definitely a case of BUYER BEWARE and of a business grossly overestimating product they could provide to get a sale, and failing to fulfill their end of the sales agreement, taking money for product & services they have not provided and refusing to provide refund, which are all illegal business practices Final Business Response / [redacted] (4000, 10, 2015/09/28) */ My understanding is that this issue has a course of resolutionI will keep you posted Final Consumer Response / [redacted] (4200, 12, 2015/10/05) */ (The consumer indicated he/she DID NOT accept the response from the business.) Business has committed to providing outstanding piece of furniture by Oct 17th, and offered a discountI will provide update after Oct 17th

Initial Business Response /* (1000, 5, 2015/09/04) */
This gist of this customers issue is correct, we were advised that the love seat was discontinued. We did make an offer to upgrade and after some thought the customer decided to pursue the refund and was advised that he would have to speak to...

someone other than myself. I gave this customer my personal cell phone number in an attempt to ease his concerns and I kept in touch and called him when I said I would and advised as to when he could come by and discuss the matter once the person he needed to speak with was back.

He came in August 24th expecting someone to be here on his time frame, yet we had not confirmed a meeting time and we had no idea he (the customer) was leaving on vacation himself.
I have not had contact with him [redacted]
As far as I know, he has not communicated since. Until such time as he would agree to remain calm and discuss this in a professional tone, we would be happy to meet with him.
I have posted a refund request for him with the GM, but patience is required.
As previously stated, our policy regarding any threats, verbal, written or otherwise close all dialogue.
Thank You.
Initial Consumer Rebuttal /* (3000, 7, 2015/09/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
June 6 purchased a 3 piece-suite, delivery & goods paid for on same date, extended warranty to be decided on before delivery & items to be in store July 12. Over the course of the next few weeks made several calls to store sales person to follow up if furniture had been received yet, found out that 2 pieces had been received store waiting for 3rd piece, was told should be in Fri July 24th/Mon 27th. Called store 29th unable to speak to salesperson, whoever answered the phone advised me "don't know why you were given those dates, shipment is not due in until Aug 10th. Over the course of the next few days we tried to contact sales person with no success. Went into store in person Aug 1st was able to speak with salesperson who assured us there was no problem, item should be in any day upon which we paid for the extended warranty for 3 pieces totalling $150. Sales person suggested we take delivery of the 2 pieces and have 3rd piece delivered later, we declined. Again over the course of the first 2 weeks in Aug we tried to contact the sales person to find out what was going on with the 3rd piece, by this stage we could not get past the person answering phones,"X is not available they will call you back, we would ask if manager was available to shed some light on what was going on, however he never seemed to be available, and no return calls received from sales person or manager. We would ask when the manager would be in to speak to and were given times that he would be in the store, asked for contact number for manager and was given regular store number, on at least 3 ocassions went to store in person during supposed available times, but manager never seemed to be there. Finally had enough by Fri Aug 14th tried to contact sales person, was told by receptionist that "could not come to phone & I would receive a call back Aug 17th, no call received Aug 17 & following up with the store found sales person would be on vac until 20th [redacted]. Finally found out 3rd piece was unavailable and we would have to speak to the manager. By this time we had enough of dealing with this store [redacted] We were determined to speak to manager and after numerous phone call attempts we finally spoke to him. He was informed that we did not want 2/3 of suite, we wanted 3/3 what we had ordered and paid for & & if it wasn't available, because of how we had been treated we wanted our money back. He asked us for 24 hours to rectify the situation and try & find us our 3rd piece. We reluctantly agreed. Manager was unable to find 3rd piece as the line was discontinued. We told manager we wanted our money back, and were told that we could not have a refund we would have to take something else. Yes he got a very angry response about refusing to provide a refund and trying to force us to take product we did not order or want. We were told that only the owner could give a refund. We insisted on refund. Received a text from manager on Aug 20 stating owner would be back from overseas on Sat and would meet with us on Mon 24th in store, we immediately replied back to manager we would be in store at 11am on Mon 24 no later and expected a full refund. We sent an additional text to manager on Aug 21 asking for confirmation that we would have a refund for the full amount and if he could confirm store meeting 11am Mon only time we had available. Manager responded back he had forwarded text to owner and would confirm time for meeting over the weekend. We sent another text to manager on Aug 22 we would be in store 11am Mon 24th. Received no reply. Went to store in person for 11am Mon 24th no-one was there to meet with us. We had to leave could not wait as leaving for vacation for several weeks. We designated son/daughter to handle issue in our absence. [redacted] the manager advised him to contact the owner the following day at the store. Daughter contacted the owner following day, the conversation began [redacted] "we have your chair & coach, we don't have your loveseat what are you going to do about it" Our response was no what are you going to do to rectify the situation, [redacted] and cannot fulfill your end of the sales agreement. We want a full refund. The owner responded again in the same unprofessional manner, we will give you a refund less 25% admin fee, less delivery and extended warranty. The conversation went back and forth for almost an hour with owner refusing to provide refund. Eventually this person says he is not the owner just GM and can't provide a refund. Our response was why were we told you were the owner and you could provide a refund, at this point this GM/Owner? puts the call on hold and the manager comes on the line, he says he can't hear and asks if we will call back, to which we reply NO we will not call back, we want an explanation as to why we have been mislead. At this point the GM/Owner comes back on the line, we ask if he does not have the authority we want the name and contact info of the owner/person who does, he says owner will be back from India in Oct & we can talk to him them, he refuses to provide the contact info. At this point this person informs us that he has told us what he can do and if we do not like it take them to small claims court and hung up. I can assure you that these conversations were handled by my daughter, son in a calm, firm, assertive manner, professional manner. As far as I am concerned this most definitely a case of BUYER BEWARE and of a business grossly overestimating product they could provide to get a sale, and failing to fulfill their end of the sales agreement, taking money for product & services they have not provided and refusing to provide refund, which are all illegal business practices.
Final Business Response /* (4000, 10, 2015/09/28) */
My understanding is that this issue has a course of resolution. I will keep you posted.
Final Consumer Response /* (4200, 12, 2015/10/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Business has committed to providing outstanding piece of furniture by Oct 17th, and offered a discount. I will provide update after Oct 17th

Initial Business Response /* (1000, 5, 2015/08/05) */
[redacted]
My Staff called me immediately as I was due to arrive shortly. When I arrived, I was informed of this and immediately...

offered them a full refund as an option. Mr.[redacted] then got up from his seat that he had been sitting in quietly and approached me in a manner that I would not tolerate and I clearly made him aware of that.
He offered to call the police and I suggested he do so. After a minute of conversation, collectively Mr. & Mrs.[redacted] agreed to leave and allow us to both locate the replacement table and deliver it No Charge. As he has stated.
It was delivered Tuesday as promised.
Please note that four staff members and our video surveillance system were privy to the entire conversation.
The [redacted]'s have a new table as agreed.

THIS IS OUR POLICY

Trail Furniture Outlet is committed to providing quality customer service.
This requires a high level of communication with all clients in a suitable and business like environment. In recognition of this, a policy has been adopted of..."ZERO Tolerance" towards Raised Voices, Profanity and Swearing.
If voices are raise or profanity is used, Staff have been directed to immediately terminate service and any further conversation with the client.
We ask your cooperation with respect to this policy which professional environment that is effective and suitable for our clients as well as our employees.
Thank You.