Trivett's Furniture

Good Afternoon, We here at Trivetts would like to thank you for bringing this to our attention. I am pleased to advise that the extended warranty has advised they are working to address the consumers concerns at this time and has advised all concerns are being addressed accordingly with the...

extended warranty company. Please let me know if I can be of any further assistance with this consumer. Best Regards,[redacted]

Good Afternoon,
 
Thank you for bringing this consumers concerns to our attention. Please allow me to apologize on behalf of Trivetts Furniture for any inconveniences the consumer may have experienced with their most recent purchase. We are pleased to do...

everything within our power to ensure all concerns are fully resolved to the consumers satisfaction. Our customer care department has been in contact with the consumer and are diligently working to address her concerns. The glass doors have been ordered for replacement and are scheduled to deliver to the guest with in 7-10 days. The consumer has been updated as recent as 12/12 in regards to the status of resolution. We are confident we will be able to resolve the consumers concerns in full upon receipt of the replacement parts. We will continue to remain in direct contact with the consumer until all concerns have been resolved in full. Please feel free to advise if I can be of any additional assistance to the consumer in the interim. I am pleased to provide an additional update upon parts received and completion of resolution. 
Sincerely,
[redacted]

Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
It is absolutely unacceptable that I have had to drive an hour to pick up a piece of furniture that was broken, I have taken off from work to wait for the delivery of a broken item, and now I have to wait at least 19 weeks from the time I paid for my furniture to possibly receive it.  On top of this the company will do nothing to compensate me for their mishaps and I will have to pay full price for these items?  This company is one of the most incompetent furniture stores in the state of Virginia and my business will be going across the street to [redacted] next time.  Also I was never made aware of not being able to receive the $500 refund I requested.  That is an absolute lie from [redacted] @ Trivetts.  Terrible customer service and no one at the company will accept responsibility for their mistakes.  This companies rating with the Revdex.com should reflect poorly due to my experience.   
Regards,
[redacted]

Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID 11670219, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[Provide details of why you are not satisfied with this resolution.]
Regards,
[redacted]
   I picked the bed up on Saturday and started calling the following Monday morning.Nobody answered the phone the next SEVERAL times over weeks, I called. I left repeated messages, nobody EVER called me back. I had the bed and Trivetts was obviously not going to help me. I was NEVER at any time offered anything, no gift card, no help of any kind from Trivetts, that is an out and out lie. One time someone answered the phone and I was told there was nothing she could do and the manager was out that day, she said she would leave a message for him to call me. Of course nobody ever called me. This letter upsets me even more. Trivetts at no time ever tried to speak to me. I fixed the bed myself only after they refused to answer the phone or return messages.

Good Afternoon,
We here at Trivett's Furniture would like to thank you for bringing this consumers concerns to our attention. I would like to apologize on behalf of Trivetts for any inconvenience we may have caused the consumer. At times there can be concealed damage from the...

manufacture as many of these items are not opened until the consumer picks them up. This process is to ensure the product remains safe, secure and in tact in the manufacture wrapping for traveling purposes.. Unfortunately, this was the case when [redacted] came to pick up his merchandise at our distribution center. We do ask that the consumer allow us the opportunity to rectify concerns as such before seeking further options up to and including a refund. At this time we are fully prepared to resolve all of his concerns with his merchandise as we have rectified his concerns and are able to provide him with the quality of merchandise we stand by. We would also like to extend the offer to deliver all merchandise to his home free of charge to compensate for any inconveniences he has had during this process. We would also like to extend a $25 in store credit as we want to ensure [redacted] feels he is a valued customer to us.
Best Regards,
[redacted]

Good afternoon,
We here at Trivetts Furniture would like to thank you for bringing this consumers concerns to our attention. We can confirm that we have placed new items on order for Mr. [redacted] and the General Sales Manager has reached out to the consumer to advise....

In regards to the consumer wanting to keep the merchandise n home, we sincerely do apologize we were unable to honor his request. However, per his advisement the frame was broken and leaving this in his home posed a safety concern should it have been utilized with a broken frame. We were sincerely looking out for the safety and best interest of the consumer. We are pleased to redeliver the new merchandise upon receipt to our distribution center from the manufacture.
Best Regards,
[redacted]

Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID 11670219, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[Provide details of why you are not satisfied with this resolution.]
Regards,
[redacted]    I picked the bed up on Saturday and started calling the following Monday morning.Nobody answered the phone the next SEVERAL times over weeks, I called. I left repeated messages, nobody EVER called me back. I had the bed and Trivetts was obviously not going to help me. I was NEVER at any time offered anything, no gift card, no help of any kind from Trivetts, that is an out and out lie. One time someone answered the phone and I was told there was nothing she could do and the manager was out that day, she said she would leave a message for him to call me. Of course nobody ever called me. This letter upsets me even more. Trivetts at no time ever tried to speak to me. I fixed the bed myself only after they refused to answer the phone or return messages.

Thank you for bringing this consumers concerns to our attention. Please allow me to apologize on behalf of Trivetts Furniture for any inconveniences the consumer may have experienced with their most recent purchase. We are pleased to do everything within our power to ensure all concerns are fully...

resolved to the consumers satisfaction. Our customer care department has been in contact with the consumer and are diligently working to address her concerns. The glass doors have been ordered for replacement and are scheduled to deliver to the guest with in 7-10 days. The consumer has been updated as recent as 12/12 in regards to the status of resolution. We are confident we will be able to resolve the consumers concerns in full upon receipt of the replacement parts. We will continue to remain in direct contact with the consumer until all concerns have been resolved in full. Please feel free to advise if I can be of any additional assistance to the consumer in the interim. I am pleased to provide an additional update upon parts received and completion of resolution.Sincerely,Deanie F[redacted]

[A default letter is provided here which indicates your acceptance of the business's offer.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: [redacted]
Regards,
[redacted]

Good Afternoon,We here at Ashley Furniture Homestore would like to thank you for bringing this consumers concerns to our attention. I have spoken to the consumer in regards to the mattress concerns. At this time we have extended the offer to allow the customer to return the mattress for store credit...

, minus a 30% restocking fee. The consumer advised she was accepting of the offer of the store credit, however, would be unwilling to pay a restocking fee. I did advise the consumer the restocking fee is applicable as all items were delivered in good condition and were correct per the original invoice. Any concerns with the merchandise are solely comfort concerns, and we do not have a comfort guarantee on mattresses. Should the consumer choose to accept our offer we will be pleased to arrange to pick up the item and extend the store credit.Best Regards,[redacted]

Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID[redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. As stated in my complaint I did not want to wait another 3 weeks for replacement furniture. I bought furniture from another store to replace what I bought from trivetts. Perhaps if they called me when they said they would the 2 times I spoke to them they could have rectified the situation then. Its to late now I do not need the furniture.
Regards,
[redacted]

Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.The company continues to pass me from customer service to the sales team with no one taking responsibility for the issue.  I have been without a couch for almost 4 months, I have driven 1.5 hours to pick up my furniture, and I have also taken a day off from work to be home for delivery and I still have not received my furniture.  I want a partial refund and that is the only resolution I will accept.
[Provide details of why you are not satisfied with this resolution.]
Regards,
[redacted]

Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Information provided by Trivetts is mostly inaccurate since my complaint has been passed to many people's hands.  Please see my attached emails with multiple people from Trivetts. Most of the time I was waiting on Trivetts; for instance, please see my email dated Jul 13th; Trivetts sent out a second tech to survey my furniture problems and I did not receive any follow up after over a month, and I inquired about it. Sounded like at that time, another customer service rep took over my complaint, but she has no idea about the second tech visit. I have also attached the tech's paperwork when he visited. Also Trivetts stated that I did not provided pictures, just look at my emails, pictures were attached. Also I wanted to mentioned it again, that I was not able to use my office because of all the fixes over the year. I should be the one that is frustrated since I paid so much and was not able to use the furniture. They can send a third tech out to verify usage of the broken furniture. Also all issues were reported on the first tech's visit, but unfortunately that report is missing (so I was told by Trivett). Here are the remaining issues (some of them also noted on the tech's paperwork):1. Coffee table - replace since the tech stated the top does not close properly is beyond repair. 2. TV Stand/entertainment - replace since the broken piece inside is not repairable.3. Liberty small desk base - replace since the broken piece inside in not reparable. 4. Liberty small desk top damage - replace (it was delivered before but was refused due to damages found on the replacement, too)5. Dresser - repair broken slide (tech surveyed, picture provided)6. Office file cabinet does not close - replace (it was reported on first tech visit and was scheduled to be delivered, but not on the truck on day of delivery).  Over the year it took Trivett 3 attempts to deliver the right Liberty large desktop and bases. I don't know what else to say. I have been a [redacted] furniture fan for the past 20 years, every time we moved and need new furniture, we either bought them in retail store or in the military exchange stores.  This is the first time we experienced such issues. If you come to my house, you will see at least 80% of all of my furniture are either Ashley or Trivett.
Regards,
[redacted]

Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.For a period of 2 weeks, I spoke with either the customer service representative or, Jim, one of the managers.   After numerous phone calls and emails, they claimed the best they could do was take off the delivery charge ($[redacted]).  While this is a good start, it by no means covers the loss of time and frustrations on my end.  Considering the neglect resulting in damaged property and inconvenience caused, the delivery charges are expected to have been waived.  However, that does not compensate for the poor/lack of customer service and poor managerial support at Trivett's Furniture.  The next steps should result in being credited with a percentage off the entire purchase.  However, if that is not an option, then at minimum, a store credit, although unlikely to be used, is not only fair, but completely deserving.Regards,[redacted]

Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
The company continues to pass me from customer service to the sales team with no one taking responsibility for the issue.  I have been without a couch for almost 4 months, I have driven 1.5 hours to pick up my furniture, and I have also taken a day off from work to be home for delivery and I still have not received my furniture.  I want a partial refund and that is the only resolution I will accept.
[Provide details of why you are not satisfied with this resolution.]
Regards,
[redacted]

Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Over the two-month struggle I have probably made over 20 phone calls to Trivett (see [redacted] phone record; some calls are not captured when I used my office phone), as well as numerous text messages and pictures to my sales rep [redacted]. Every time I called, somebody either said "oh I don't know about that" or "you need to talk to so and so". All I have been receiving is run-around but no result. In addition, when I texted my sales rep, almost every time he said "I thought this has been taken care of" or "my manager will take care of it". If you read my last text message (enclosed) to my sales rep, I specifically stated that I would have to file a Revdex.com complaint. I purposely waited a few days before I file the complaint, yet still no one from Trivett care to return my phone calls. Concerning Trivett's attempts to contact me, I received the phone calls from Trivett on Dec 10, 11, and 12, a total of 3 phone calls, so was that too much trouble vs. my 20+ phone calls and texts? I have a life, too. We just had a newborn, along with a 3-year old and visiting families, do you think I should just drop everything and call you right back after my furious attempts before?  Furthermore, I don't believe we can resolve anything over the phone.  If Trivett does not want me to return all the crappy furniture, here is my demand:1. Send your general manager over to my house and tell me how you are going to resolve my problems in person. I need the promise in writing. After so many attempts, talked to so many different people from sales rep to service manager to general manager, nothing will be resolved over the phone.2. Agree to fix all of my furniture problems for the furniture that I purchased from Trivett and [redacted] (owned by Trivett). 3. A sincerely apology.
Regards,
[redacted]

I was very satisfied with my salesperson, however, the total lack of communication and delivery issues have been ridiculous. The salesperson promises one thing and the store does not follow through. I will not buy from them again!

Good Afternoon, We are pleased to provide any written documentation in regards to the resoluiton offered. If the consumer could provide an email address os specific format he would like us to so so in we we pleased to do so. We are invested in resolving the consumers concerns in any fashion necessary at this time.  Best Regards,[redacted]

Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
First, the business has all of my contact info including email. Second, my problems were surveyed and reported back to the business by its own employee. Here is the list of items that were provided to me by the business' furniture tech who surveyed my furniture problems:1.  the office executive desk will be replaced; not only it is missing a top, the bases are also beyond repair because of the broken locks. 2. the office junior desk base may be able to repair by replacing the cracked pieces. There are two desks, and the business is keeping confusing with the two even they had somebody looked at these two desks. After numerous explanantion to various people in the company, I gave up explaining.  That's why I requested for someone to come look again, preferably the general sales manager since he was involved with the sales.  3. the coffee table will be replaced for defects beyond repair. 4. the foot board for the bed will be replaced because of damages. 5. hinges will be ordered to fix the broken hinge in my dresser.  6. the broken piece inside the entertainment/TV stand may be replaced.  7. the company will send another furniture tech to fix other scratches and chips on other furniture.In case the business is trying to make accusation that they cannot make contact with me, I am going to say it first.  [redacted] called me last Thursday and left a voice message stating the "everything" has arrived. I returned the phone call on Friday to ext. [redacted] and left a voice message asking him to return my call. Since then I have not heard anything. Nonetheless, I am not confident that "everything" is here since there is mass confusion with the junior desk and the executive desk. If you are sincere in resolving customer issues, please put forth some efforts in your response. It's going to be 5 months since I made the purchases.  My office has been a waste of space. Just look at the pictures. 
Regards,
[redacted]

Review: I paid almost $1,000 for a bed, not a set or the mattresses, just the bed. We picked it up and put it together ourselves.When we arrived home with it, we were not able to put it together until the next day. We opened the box and discovered that there's a stabilizing board across the back of the headboard that had places for six screws, only two were present. There's was also an indentation in the leather where the warehouse people had sliced the box,( they loaded it for us). Not only that, but the two screw holes had been stripped and they tried to glue them in place. It didn't work. My husband is very handy, and so he bought screws, fixed the holes and we put the bed together. Monday morning, I tried calling the store. Over and over and over and over, I called when I finally got someone to answer the phone, the lady I spoke to told me the store would issue me a credit and that "Ed", the store manager would call me back in two days as he was off. I stayed home on that day and waited, the call never came. I have tried and tried and tried and nobody will take my calls. I have also tried emailing and nobody will respond. I have never been treated so terribly by any company, especially after spending so much money.Desired Settlement: I am entitled to some money back as we had to repair this brand new, very expensive bed because we could not get anyone from the store to take our calls. When I first called, my only intention was to tell them how shabbily this bed was put together and nothing else, but now they've treated me so badly, I expect more.

Business

Response:

Good Afternoon, We here at Trivetts Homestore would like to thank you for bringing this consumers concerns to our attention. We do understand and empathize with the consumers concerns in regards to the merchandise requiring additional hardware to assemble the bed. We sincerely apologize for any inconveniences the consumer may have experienced in doing so. Please allow for me to provide additional information regarding the consumers concerns. The consumer picked up the merchandise from our distribution center to be self installed in home. We have ssince poken to the consumer and they have advised that the additional hardware was obtained and installed by the consumer upon pick up. At no time was the consumer advised to self install nor purchase any additional parts to complete the set up of the purchased merchandise. As well as the consumer advised due to time restraints on their behalf the bed was addressed by the consumer prior to allotting us the opportunity to further assist them. At no time was service declined or accepted. While we do apologize, the consumer took these additional steps to self resolve their merchandise and Trivetts neither condoned or requested the consumer to do so. With that being said because we empathize and understand the consumers concerns, a gift card was offered to the consumer shortly thereafter. The consumer declined the offer and the matter was considered to be closed and resolved in full at that time. Should the consumer be experiencing any additional concerns with their merchandise we are pleased to have their concerns addressed in home by a factory trained service technician. Please advise as to whether the consumer is experiencing any additional concerns at this time so may ensure to address appropriately and accordingly. Sincerely,Deannie F[redacted]

Consumer

Response:

I have reviewed the offer and/or response made by the business in reference to complaint ID 11670219, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

[Provide details of why you are not satisfied with this resolution.]

Regards,

I picked the bed up on Saturday and started calling the following Monday morning.Nobody answered the phone the next SEVERAL times over weeks, I called. I left repeated messages, nobody EVER called me back. I had the bed and Trivetts was obviously not going to help me. I was NEVER at any time offered anything, no gift card, no help of any kind from Trivetts, that is an out and out lie. One time someone answered the phone and I was told there was nothing she could do and the manager was out that day, she said she would leave a message for him to call me. Of course nobody ever called me. This letter upsets me even more. Trivetts at no time ever tried to speak to me. I fixed the bed myself only after they refused to answer the phone or return messages.