All merch is Estimated times of arrival. We have no control over when this product comes in..We have agreed on Full refund for customer, It will be picked up and refund will be sent to customer..We did offer floor sample but it was not the correct size for his bed.
Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me I will look forward to finding out how they plan to provide the refund.Sincerely, *** ***
We scheduled the items in question to be replaced and repaired twiceIt apparently didn't resolve the issuesI don't believe we did a very good job with our follow up or communication with the customerWe apologize for any inconvenience or frustration this may have causedWe should have replace
the itemsWe have contacted the customer and are in the process of scheduling the items to be picked upOnce the items are picked up we will issue a full refund
Ms***, My name is Devin G***, General Manager at Furniture Factory Direct. I oversee locations and would like to work with you directly on the replacement recliner moving forward. I called you today at 360-701-and left a voicemail. We have rec'd the reselection authorization from Montage and are ready to move ahead with the claim. You can reach me at the Lakewood store number, 253-671-Wednesday to Friday each week from 10a to 6pm. Please call me at your earliest convenience. Thank you,
We try our best to sell only value based quality furniture to our customersThat being said, all customers use and care for their furniture differentlyWe train our staff to be honest and forthcoming in every transactionWe do not and will not tolerate any misrepresentation of the product sold,
or the services offered by our companyWe are sorry the customer feels like he was lied to, or that there was poor communicationWe would never permit that type of behavior form any associate that works for our companyThat is in fact grounds for immediate terminationAfter speaking to the Store Manager regarding this employee she assures me that there was no history with this sales person regarding misleading customers in any mannerThe customer called reported concerns with the furniture on 5/19/They stated they sat down, heard something break, thought springs were warn, and the piece sat lower than it shouldWe then reviewed our policy with the customer and informed that we cover manufacture defects only for one yearAt that point a service was scheduled to come to the customer’s home to inspect the furniture in question to determine the best course of action to take. The first service was scheduled for 6/13/2015, the customer was not home as scheduled, we then called the customer and they reschedule the appointment for 7/1/2015.The service tech that went to the customer home on 7/1/did his inspection of the furnitureThe service tech stated that there was no manufacture defect seen regarding the workmanship or materials usedHe also stated the frame and springs were intack and functioning as they shouldHe mentioned the cushions were compressed from use, a hole worn in the deck cover, a hole worn in the back of the cushion lining which are not defects they are caused by use and wearThe customer stated that the pieces wouldn’t stay together, but the service tech couldn’t unfasten the piece, they were in fact locked together as they should beThe service tech tightened the legs on the ottoman to keep them from turningIt is never our intention to not service a customer if warranted or needed during that one year if a customer has a true defect, that’s the business we are inWe service customers daily as needed and we do not turn customers down just becauseWe apologize for any misunderstanding regarding the warrantyFurniture Factory Direct will only service or repair any furniture sold based upon our inspection of the itemFurniture Factory Direct reserves the right to refuse service or repair based on the condition of the item being serviced or repaired if it is determined to not be a manufactures defect, that it is wear, or customer abuseWe have contacted the warranty service (Montage Furniture Services) the customer paid separate forThey have determined the customer will be allowed a replacement or reselection of the productThe customer called again and we have advised the customer that Montage Furniture Services are allowing them reselection or replacement and they will be notified by that company regarding how to procede.Again our apologies for any frustration this may have caused
We will honor the customer's request and pick up the sofa that is currently in the customer's home. We will issue a full refund as soon as the product is picked up and in our possession.
Hi ***,
We do our utmost to repair or replace furniture that is deemed defective within the first year of ownership for all of our customers. We sincerely apologize the furniture you have is not meeting your expectations. This is a sofa that we delivered to over customers with little issues and we are disappointed in the fact you are having this kind of trouble
Looking into your customer history, I see that we replaced the loveseat within the first month of ownership due to wrinkles in the footrest. Also, that within the first year you reported issues with the middle seat of the sofa. Our records indicate we ordered parts to repair the middle seat of the sofa. The parts came from overseas and when they arrived, we picked up the middle seat of the sofa from you, repaired it with parts provided from the manufacturer and returned it to you. This demonstrates our commitment to every customer that we will stand behind the products we sell within the first year of ownership. This is the extent of the service we provide for all of our customers. We apologize that this has not been enough to ensure you are a satisfied customer and at this point, years after you took possession of the products, we will not be able to continue to service or replace your furniture
In previous letter to the Revdex.com, you mentioned that a contracted furniture repair technician sent to you via *** Furniture Services stated our repair job was "a fake" and we "did not replace the defective foam with manufacturer foam."
We respectfully request a copy of this inspection report from the vendor, New Creations, at your earliest convenience for review.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 12431632, and find that this resolution is satisfactory to me
Sincerely,
*** ***
Complaint: ***
I am rejecting this response because:i spoke with Hillary at Montage in March 6,While on the phone she called Furniture Factory Direct And confirmed the reselect authorization was receivedI have completed everything asked of meIn fact, I went into the Lacey store and decided on the chair I would like to replace my recliner on February 26,as directed by Montage. The poor customer service and disconnect is solely with Furniture Direct in Lacey. I would like a call from a supervisor at the corporate level to resolve this seemingly simple issue
Sincerely,
*** ***
***, My name is Devin, a Manager at Furniture Factory Direct. We spoke in person on the 2nd of April at the Lacey store. I apologize for not being able to offer a warranty service due to the fact the purchase is now outside the year warranty period. The best
solution I can provide was to order the replacement part for you at our employee discount. This part is brand new and will fit your bed. After talking with you on the phone today, I will also ensure this gets dropped off at your home at no charge to you. Thank you for being our customer and accepting this solution. When the part arrives you will receive a phone call from a representative at the Lacey location who can schedule the drop delivery. Thanks,
Mr***, Transportation/Delivery service is an option for our customers at any time. Delivery however is not a free service. It costs time and money and it is not free, even in the event of damaged or defective products. Our policy is our policy. You have been given adequate options to get the table fixed repeatedly, by many of our staff members. These options are how we service our customers and our customers comply with this policy. You are clearly not satisfied with these options and for that I sincerely apologize. However, we do not let our customers dictate our policies and operating procedures simply because they do not like them. I am sure this is not the response you are hoping for, however it is what we have to offer. As I stated in my previous response, defective or damaged furniture happens. It is part of the business. So, we offer options that have already been given to you. If a customer pays for delivery service, they also receive in-home warranty service. If a customer chooses to pick up their furniture, they still have warranty options, however it is up to the customer to transport the damaged or defective items on their own. As far as the payments you are making, that is also an agreement you made with *** ***, a different company that we coordinate with, at the time of your initial purchase. This service offers customers who do not want to have a credit check the option to finance furniture. The *** *** contract you signed has the details of your payments at the price you agreed upon at that time. This was your decision to do this and Furniture Factory Direct has no influence on your scheduled payments. If you have an issue with your payment contract or how *** *** reports to credit agencies, you will have to go through them for answers. You have been given the final solutions. We are doing exactly what we promise to do. We ordered new parts for you and they are waiting for you to pick up. You can pick them up or pay for us to deliver and exchange them.
We sincerely apologize that the claim process to replace your broken recliner has been such a difficult experience. After looking into this customer account, I can see how this whole experience must be frustrating. Despite this frustration, we are not able to issue you a complete refund
as you have requested. We can only work with your extended warranty company, Montage, to get you a different recliner. In January 2018, your protection plan with Montage Furniture Services authorized us to order a replacement power recliner for you. We placed that order in January. Unfortunately, as of February, we were notified that we are no longer able to order that specific recliner or any products from that manufacturer. The next step from here is for the customer(you) to inform Montage that you want them to authorize a reselect, meaning you can choose any other recliner that we have available. The Montage Reselect Authorization gives you a credit in the amount of the original retail price you paid for the recliner that is not working. Please see that you have informed Montage this is what you would like to do. If you have already done this, then we will get the reselect authorization from Montage and contact you. Until we receive the reselect authorization from Montage, we are not able execute the reselect. Please ensure that you have contacted Montage to send us the reselect authorization as soon as possible. Once it's received we can proceed with getting you a different recliner. Thank you for your feedback,
We sincerely apologize that the claim process to replace your broken recliner has been such a difficult experience. After looking into this customer account, I can see how this whole experience must be frustrating. Despite this frustration, we are not able to issue you a complete refund
as you have requested. We can only work with your extended warranty company, Montage, to get you a different recliner. In January 2018, your protection plan with Montage Furniture Services authorized us to order a replacement power recliner for you. We placed that order in January. Unfortunately, as of February, we were notified that we are no longer able to order that specific recliner or any products from that manufacturer. The next step from here is for the customer(you) to inform Montage that you want them to authorize a reselect, meaning you can choose any other recliner that we have available. The Montage Reselect Authorization gives you a credit in the amount of the original retail price you paid for the recliner that is not working. Please see that you have informed Montage this is what you would like to do. If you have already done this, then we will get the reselect authorization from Montage and contact you. Until we receive the reselect authorization from Montage, we are not able execute the reselect. Please ensure that you have contacted Montage to send us the reselect authorization as soon as possible. Once it's received we can proceed with getting you a different recliner. Thank you for your feedback,
Complaint: ***I am rejecting this response because: there are several inconsistencies with the information we were given in the store verses what was stated as a response to my complaint. First, we dealt with a salesman named Billy when we purchased our sofa/ottoman set, as well as our queen bedframe. When discussing options on the furniture he informed us of the protection plan available through a partner company, Montage. "Anything at all goes wrong, and this plan will cover it," he said. At the time my wife and I were still expecting and we expressed our concern about spills, stains, ease of cleaning, exedra. Billy assured us that the protection plan was easy to use should we have any need for it but that the product he was selling us was great. In the business' response there is reference of "this sales person," however we dealt with two employees during our interactions. The second was Stephen, whom told us specifically when we were shopping for a new mattress, that our couch was "a piece of junk," and that his parents had bought the same on and had tons of problems with it. He instructed us, after discussions about the lack of response from the furniture company or Montage, that we should just "break the frame." But as we are honest, respectful people we relied on the promises made by the sales associates at Furniture Factory Direct and the agreement within the furniture protection plan to rectify the wrongs
Secondly, the implications that our request for service was outside the one year manufactures warranty, is faulty. Our original purchase was made on 6/24/and thus our call for service on 5/19/was within the warranty. Also the statement, "The first service was scheduled for 6/13/2015, the customer was not home as scheduled, we then called the customer and they reschedule the appointment for 7/1/2015," is an out & out lie. I took the first available date the service technician was available when I called on 5/which was not until 6/13. Then on 6/I found out we would have company in town during that time and I called and asked to reschedule. I was told the technician was going to be out of town for weeks and could not get to us until 7/1/2015. I and my wife resent the implication that we blatantly disregarded a scheduled appointment
Third, my wife was home while the service technician did his "inspection" after which she immediately called me to inform me he had hardly looked at anything she tried to show him. While he did offer a solution for the rotating feet on the ottoman, he brushed off the areas of the sofa and ottoman which she pointed out as defective. The gaping hole where a spring has ripped through the coverings and support underneath the cushion can in NO way be considered wear and tear. The tech paid no attention to the area she showed him was not properly aligned on the left side of the couch under the armrest. He did look at the pin and hook holding the chaise portion of the couch to the other side and found it to be intact, however when the third party tech looked at it most recently, he had to lift up the sofa to wedge the two pieces back together.
I resent the fact that Furniture Factory Direct continues to elude to "customer abuse" both in person and now in writing. Unlike the FFD employees who instructed us to break our furniture to ensure just corrective action be taken, we are honest and respectful people. $1,000+ for a sofa/ottoman set and protection plan may be small potatoes to a company like FFD, but for hard working, blue-collar citizens that is a lot of money to just basically throw away after less than a year of use! I'm horrified at the idea of having to do business with EITHER of these companies again as it has been nothing but information, shady salesmen, jumping through hoops, and all the meanwhile our living room set continues to deteriorate and fall into further disrepair. Just this evening my son was playing and ran over to show me something and smacked his foot on the ottoman feet, which have very sharp corners and have begun shifting again, despite the former "repair."
Additional, no one from FFD or Montage has contacted us as stated at the end of their statement, yet another lie. Disappointing
I hope that FFD and Montage can rectify their unscrupulous business practices which seem intended just to make a buck. And do what is right by us, the customer. I also hope that the Revdex.com is able to inform potential customers of the unsavoriness of these two companies
Sincerely,*** ***
***, Thank you for opening this complaint. I called you today and set up the delivery exchange that will take place this Saturday. We apologize for the extended time this took to resolve. Please let us know if we can do anything else for you. Thanks,
This issue was resolved by the warranty service the customer purchased from? Montage Furniture ServicesThis has never been a Furniture Factory Direct issue
Hi,I am attaching relevant emailsEmails clearly showed that Furniture Factory Direct agreed to damages caused by shipment and assured me of replacement.? I am attaching pictures file which I sent to Furniture Factory DirectI am not able to attach individual picturesmay be due to bigger size of picturesPicture file jas pictures.I don't have the access to pictures taken by technician who was supposed to fix the furniturePlease note that pictures are taken as soon as I opened the furniture inside my house and spotted the damagesAndI started the calls and reporting immediately.Annette is the customer service supervisor as it was told meI talked to her most of the timesHere are the details on email.1_Furniture Factory Direct_ Email.pdf email has clear documentation on what Annette told me about damages and how it happenedShe looked at the pictures while on phone with me.2_Furniture Factory Direct_ Email.pdf email came after lot of follow upsFor denying the damagesI don't think she waited and sent the pictures taken by technician to manufacturer.3_Furniture Factory Direct_ Email.pdf email is the one I replied on above # emailClearly stating what Furniture Factory Direct(Annette) assured me of replacementI believe I didn't get any further email after this.In all the emails, main email id for Furniture Factory direct [email protected] is also copied.Thank you so much for all the helpI am hopeful the Furniture Factory Direct will do the right thing after this
***,We are not able to replace your damaged furniture.? Our claim process determined that the damage on the furniture you picked up was customer caused.? We came to this conclusion after reviewing the photos you submitted of the damaged furniture and the information given to us from
the furniture technician who came to evaluate the damage.? Additionally, it is highly unlikely that each of the individual pieces that belonged to you were damaged while being transported from the manufacturer to our distribution center in Fife.? The products you ordered came on a large truck with approx other pieces.? None of the other furniture was damaged.? For only your pieces to have been damaged the way you showed us in your pictures is highly unlikely.? There was no damage to the packaging on any of the products from that entire truck.? When the products were loaded out to you, our warehouse staff did not damage them.? We have spoken to you on numerous occasions and given you the reason why we are not able to replace or service your furniture.? Furniture Factory Direct does not replace furniture that has been damaged by the customer.? The decision is final and will not be reversed.? ?
Dear *** ***,? ? I am very concerned about your experience and take these matters seriously.? It is vital to our success that we accurately communicate the services we offer to each and every customer.? In this case, it sounds to me like the Sales person did not do a
thorough job of explaining what the extended warranty covers for you.? I will do a breakdown of what that service covers and what it does not cover.? To start, I will go over things the warranty does not cover.? Any gradual damage done over time, such as cushion depression, accumulation of stains, dirt or odors that occur from daily use over time.? They do not cover rips or tears that occur ON A SEAM.? Pet damage to include pet bites, tears from claws.? While they will cover a stain from pet fluids or accidents, that is all they will do.? They cover the stain only.? They do not cover damages done that are reported outside of days of the damage occurring.? Any damage done while products are in a storage unit or during a move.? All of that said, they DO cover many other things.? Including, any defect, breakdown, or damage to your reclining mechanism and electrical components on your product.? Any rips, tears or stains that occur due to human accident.? Any breakage of frames.? All of these things are covered as long as they are reported within days of the issue happening.? I am sorry they won't cover the odor problem.? Furniture Factory Direct does not offer any warranty replacement for this type of issue either.? Although I will not be able to do any type of warranty replacement, I can offer you up to 30% another sofa in store, which will save you hundreds.? If you would like to pursue this offer, please respond and let me know.? I realize this is not the ideal resolution for you, however it is the best we can do.? Also, you current couch does still have the extended warranty in the event any other covered issues occur on your product for the remainder of the warranty period of years from the time you received your product.?
Ms***, ? My name is Devin G***, General Manager at Furniture Factory Direct.? I oversee locations and would like to work with you directly on the replacement recliner moving forward.? I called you today at 360-701-and left a voicemail.? We have rec'd the reselection authorization from Montage and are ready to move ahead with the claim.? You can reach me at the Lakewood store number, 253-671-Wednesday to Friday each week from 10a to 6pm.? Please call me at your earliest convenience.? Thank you,
All merch is Estimated times of arrival. We have no control over when this product comes in..We have agreed on Full refund for customer, It will be picked up and refund will be sent to customer..We did offer floor sample but it was not the correct size for his bed.
Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me I will look forward to finding out how they plan to provide the refund.Sincerely, *** ***
We scheduled the items in question to be replaced and repaired twiceIt apparently didn't resolve the issuesI don't believe we did a very good job with our follow up or communication with the customerWe apologize for any inconvenience or frustration this may have causedWe should have replace
the itemsWe have contacted the customer and are in the process of scheduling the items to be picked upOnce the items are picked up we will issue a full refund
Ms***, My name is Devin G***, General Manager at Furniture Factory Direct. I oversee locations and would like to work with you directly on the replacement recliner moving forward. I called you today at 360-701-and left a voicemail. We have rec'd the reselection authorization from Montage and are ready to move ahead with the claim. You can reach me at the Lakewood store number, 253-671-Wednesday to Friday each week from 10a to 6pm. Please call me at your earliest convenience. Thank you,
We try our best to sell only value based quality furniture to our customersThat being said, all customers use and care for their furniture differentlyWe train our staff to be honest and forthcoming in every transactionWe do not and will not tolerate any misrepresentation of the product sold,
or the services offered by our companyWe are sorry the customer feels like he was lied to, or that there was poor communicationWe would never permit that type of behavior form any associate that works for our companyThat is in fact grounds for immediate terminationAfter speaking to the Store Manager regarding this employee she assures me that there was no history with this sales person regarding misleading customers in any mannerThe customer called reported concerns with the furniture on 5/19/They stated they sat down, heard something break, thought springs were warn, and the piece sat lower than it shouldWe then reviewed our policy with the customer and informed that we cover manufacture defects only for one yearAt that point a service was scheduled to come to the customer’s home to inspect the furniture in question to determine the best course of action to take. The first service was scheduled for 6/13/2015, the customer was not home as scheduled, we then called the customer and they reschedule the appointment for 7/1/2015.The service tech that went to the customer home on 7/1/did his inspection of the furnitureThe service tech stated that there was no manufacture defect seen regarding the workmanship or materials usedHe also stated the frame and springs were intack and functioning as they shouldHe mentioned the cushions were compressed from use, a hole worn in the deck cover, a hole worn in the back of the cushion lining which are not defects they are caused by use and wearThe customer stated that the pieces wouldn’t stay together, but the service tech couldn’t unfasten the piece, they were in fact locked together as they should beThe service tech tightened the legs on the ottoman to keep them from turningIt is never our intention to not service a customer if warranted or needed during that one year if a customer has a true defect, that’s the business we are inWe service customers daily as needed and we do not turn customers down just becauseWe apologize for any misunderstanding regarding the warrantyFurniture Factory Direct will only service or repair any furniture sold based upon our inspection of the itemFurniture Factory Direct reserves the right to refuse service or repair based on the condition of the item being serviced or repaired if it is determined to not be a manufactures defect, that it is wear, or customer abuseWe have contacted the warranty service (Montage Furniture Services) the customer paid separate forThey have determined the customer will be allowed a replacement or reselection of the productThe customer called again and we have advised the customer that Montage Furniture Services are allowing them reselection or replacement and they will be notified by that company regarding how to procede.Again our apologies for any frustration this may have caused
We will honor the customer's request and pick up the sofa that is currently in the customer's home. We will issue a full refund as soon as the product is picked up and in our possession.
Hi ***,
We do our utmost to repair or replace furniture that is deemed defective within the first year of ownership for all of our customers. We sincerely apologize the furniture you have is not meeting your expectations. This is a sofa that we delivered to over customers with little issues and we are disappointed in the fact you are having this kind of trouble
Looking into your customer history, I see that we replaced the loveseat within the first month of ownership due to wrinkles in the footrest. Also, that within the first year you reported issues with the middle seat of the sofa. Our records indicate we ordered parts to repair the middle seat of the sofa. The parts came from overseas and when they arrived, we picked up the middle seat of the sofa from you, repaired it with parts provided from the manufacturer and returned it to you. This demonstrates our commitment to every customer that we will stand behind the products we sell within the first year of ownership. This is the extent of the service we provide for all of our customers. We apologize that this has not been enough to ensure you are a satisfied customer and at this point, years after you took possession of the products, we will not be able to continue to service or replace your furniture
In previous letter to the Revdex.com, you mentioned that a contracted furniture repair technician sent to you via *** Furniture Services stated our repair job was "a fake" and we "did not replace the defective foam with manufacturer foam."
We respectfully request a copy of this inspection report from the vendor, New Creations, at your earliest convenience for review.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 12431632, and find that this resolution is satisfactory to me
Sincerely,
*** ***
Complaint: ***
I am rejecting this response because:i spoke with Hillary at Montage in March 6,While on the phone she called Furniture Factory Direct And confirmed the reselect authorization was receivedI have completed everything asked of meIn fact, I went into the Lacey store and decided on the chair I would like to replace my recliner on February 26,as directed by Montage. The poor customer service and disconnect is solely with Furniture Direct in Lacey. I would like a call from a supervisor at the corporate level to resolve this seemingly simple issue
Sincerely,
*** ***
***, My name is Devin, a Manager at Furniture Factory Direct. We spoke in person on the 2nd of April at the Lacey store. I apologize for not being able to offer a warranty service due to the fact the purchase is now outside the year warranty period. The best
solution I can provide was to order the replacement part for you at our employee discount. This part is brand new and will fit your bed. After talking with you on the phone today, I will also ensure this gets dropped off at your home at no charge to you. Thank you for being our customer and accepting this solution. When the part arrives you will receive a phone call from a representative at the Lacey location who can schedule the drop delivery. Thanks,
Mr***, Transportation/Delivery service is an option for our customers at any time. Delivery however is not a free service. It costs time and money and it is not free, even in the event of damaged or defective products. Our policy is our policy. You have been given adequate options to get the table fixed repeatedly, by many of our staff members. These options are how we service our customers and our customers comply with this policy. You are clearly not satisfied with these options and for that I sincerely apologize. However, we do not let our customers dictate our policies and operating procedures simply because they do not like them. I am sure this is not the response you are hoping for, however it is what we have to offer. As I stated in my previous response, defective or damaged furniture happens. It is part of the business. So, we offer options that have already been given to you. If a customer pays for delivery service, they also receive in-home warranty service. If a customer chooses to pick up their furniture, they still have warranty options, however it is up to the customer to transport the damaged or defective items on their own. As far as the payments you are making, that is also an agreement you made with *** ***, a different company that we coordinate with, at the time of your initial purchase. This service offers customers who do not want to have a credit check the option to finance furniture. The *** *** contract you signed has the details of your payments at the price you agreed upon at that time. This was your decision to do this and Furniture Factory Direct has no influence on your scheduled payments. If you have an issue with your payment contract or how *** *** reports to credit agencies, you will have to go through them for answers. You have been given the final solutions. We are doing exactly what we promise to do. We ordered new parts for you and they are waiting for you to pick up. You can pick them up or pay for us to deliver and exchange them.
We sincerely apologize that the claim process to replace your broken recliner has been such a difficult experience. After looking into this customer account, I can see how this whole experience must be frustrating. Despite this frustration, we are not able to issue you a complete refund
as you have requested. We can only work with your extended warranty company, Montage, to get you a different recliner. In January 2018, your protection plan with Montage Furniture Services authorized us to order a replacement power recliner for you. We placed that order in January. Unfortunately, as of February, we were notified that we are no longer able to order that specific recliner or any products from that manufacturer. The next step from here is for the customer(you) to inform Montage that you want them to authorize a reselect, meaning you can choose any other recliner that we have available. The Montage Reselect Authorization gives you a credit in the amount of the original retail price you paid for the recliner that is not working. Please see that you have informed Montage this is what you would like to do. If you have already done this, then we will get the reselect authorization from Montage and contact you. Until we receive the reselect authorization from Montage, we are not able execute the reselect. Please ensure that you have contacted Montage to send us the reselect authorization as soon as possible. Once it's received we can proceed with getting you a different recliner. Thank you for your feedback,
We sincerely apologize that the claim process to replace your broken recliner has been such a difficult experience. After looking into this customer account, I can see how this whole experience must be frustrating. Despite this frustration, we are not able to issue you a complete refund
as you have requested. We can only work with your extended warranty company, Montage, to get you a different recliner. In January 2018, your protection plan with Montage Furniture Services authorized us to order a replacement power recliner for you. We placed that order in January. Unfortunately, as of February, we were notified that we are no longer able to order that specific recliner or any products from that manufacturer. The next step from here is for the customer(you) to inform Montage that you want them to authorize a reselect, meaning you can choose any other recliner that we have available. The Montage Reselect Authorization gives you a credit in the amount of the original retail price you paid for the recliner that is not working. Please see that you have informed Montage this is what you would like to do. If you have already done this, then we will get the reselect authorization from Montage and contact you. Until we receive the reselect authorization from Montage, we are not able execute the reselect. Please ensure that you have contacted Montage to send us the reselect authorization as soon as possible. Once it's received we can proceed with getting you a different recliner. Thank you for your feedback,
Complaint: ***I am rejecting this response because: there are several inconsistencies with the information we were given in the store verses what was stated as a response to my complaint. First, we dealt with a salesman named Billy when we purchased our sofa/ottoman set, as well as our queen bedframe. When discussing options on the furniture he informed us of the protection plan available through a partner company, Montage. "Anything at all goes wrong, and this plan will cover it," he said. At the time my wife and I were still expecting and we expressed our concern about spills, stains, ease of cleaning, exedra. Billy assured us that the protection plan was easy to use should we have any need for it but that the product he was selling us was great. In the business' response there is reference of "this sales person," however we dealt with two employees during our interactions. The second was Stephen, whom told us specifically when we were shopping for a new mattress, that our couch was "a piece of junk," and that his parents had bought the same on and had tons of problems with it. He instructed us, after discussions about the lack of response from the furniture company or Montage, that we should just "break the frame." But as we are honest, respectful people we relied on the promises made by the sales associates at Furniture Factory Direct and the agreement within the furniture protection plan to rectify the wrongs
Secondly, the implications that our request for service was outside the one year manufactures warranty, is faulty. Our original purchase was made on 6/24/and thus our call for service on 5/19/was within the warranty. Also the statement, "The first service was scheduled for 6/13/2015, the customer was not home as scheduled, we then called the customer and they reschedule the appointment for 7/1/2015," is an out & out lie. I took the first available date the service technician was available when I called on 5/which was not until 6/13. Then on 6/I found out we would have company in town during that time and I called and asked to reschedule. I was told the technician was going to be out of town for weeks and could not get to us until 7/1/2015. I and my wife resent the implication that we blatantly disregarded a scheduled appointment
Third, my wife was home while the service technician did his "inspection" after which she immediately called me to inform me he had hardly looked at anything she tried to show him. While he did offer a solution for the rotating feet on the ottoman, he brushed off the areas of the sofa and ottoman which she pointed out as defective. The gaping hole where a spring has ripped through the coverings and support underneath the cushion can in NO way be considered wear and tear. The tech paid no attention to the area she showed him was not properly aligned on the left side of the couch under the armrest. He did look at the pin and hook holding the chaise portion of the couch to the other side and found it to be intact, however when the third party tech looked at it most recently, he had to lift up the sofa to wedge the two pieces back together.
I resent the fact that Furniture Factory Direct continues to elude to "customer abuse" both in person and now in writing. Unlike the FFD employees who instructed us to break our furniture to ensure just corrective action be taken, we are honest and respectful people. $1,000+ for a sofa/ottoman set and protection plan may be small potatoes to a company like FFD, but for hard working, blue-collar citizens that is a lot of money to just basically throw away after less than a year of use! I'm horrified at the idea of having to do business with EITHER of these companies again as it has been nothing but information, shady salesmen, jumping through hoops, and all the meanwhile our living room set continues to deteriorate and fall into further disrepair. Just this evening my son was playing and ran over to show me something and smacked his foot on the ottoman feet, which have very sharp corners and have begun shifting again, despite the former "repair."
Additional, no one from FFD or Montage has contacted us as stated at the end of their statement, yet another lie. Disappointing
I hope that FFD and Montage can rectify their unscrupulous business practices which seem intended just to make a buck. And do what is right by us, the customer. I also hope that the Revdex.com is able to inform potential customers of the unsavoriness of these two companies
Sincerely,*** ***
***, Thank you for opening this complaint. I called you today and set up the delivery exchange that will take place this Saturday. We apologize for the extended time this took to resolve. Please let us know if we can do anything else for you. Thanks,
This issue was resolved by the warranty service the customer purchased from? Montage Furniture ServicesThis has never been a Furniture Factory Direct issue
Hi,I am attaching relevant emailsEmails clearly showed that Furniture Factory Direct agreed to damages caused by shipment and assured me of replacement.? I am attaching pictures file which I sent to Furniture Factory DirectI am not able to attach individual picturesmay be due to bigger size of picturesPicture file jas pictures.I don't have the access to pictures taken by technician who was supposed to fix the furniturePlease note that pictures are taken as soon as I opened the furniture inside my house and spotted the damagesAndI started the calls and reporting immediately.Annette is the customer service supervisor as it was told meI talked to her most of the timesHere are the details on email.1_Furniture Factory Direct_ Email.pdf email has clear documentation on what Annette told me about damages and how it happenedShe looked at the pictures while on phone with me.2_Furniture Factory Direct_ Email.pdf email came after lot of follow upsFor denying the damagesI don't think she waited and sent the pictures taken by technician to manufacturer.3_Furniture Factory Direct_ Email.pdf email is the one I replied on above # emailClearly stating what Furniture Factory Direct(Annette) assured me of replacementI believe I didn't get any further email after this.In all the emails, main email id for Furniture Factory direct [email protected] is also copied.Thank you so much for all the helpI am hopeful the Furniture Factory Direct will do the right thing after this
***,We are not able to replace your damaged furniture.? Our claim process determined that the damage on the furniture you picked up was customer caused.? We came to this conclusion after reviewing the photos you submitted of the damaged furniture and the information given to us from
the furniture technician who came to evaluate the damage.? Additionally, it is highly unlikely that each of the individual pieces that belonged to you were damaged while being transported from the manufacturer to our distribution center in Fife.? The products you ordered came on a large truck with approx other pieces.? None of the other furniture was damaged.? For only your pieces to have been damaged the way you showed us in your pictures is highly unlikely.? There was no damage to the packaging on any of the products from that entire truck.? When the products were loaded out to you, our warehouse staff did not damage them.? We have spoken to you on numerous occasions and given you the reason why we are not able to replace or service your furniture.? Furniture Factory Direct does not replace furniture that has been damaged by the customer.? The decision is final and will not be reversed.? ?
Dear *** ***,? ? I am very concerned about your experience and take these matters seriously.? It is vital to our success that we accurately communicate the services we offer to each and every customer.? In this case, it sounds to me like the Sales person did not do a
thorough job of explaining what the extended warranty covers for you.? I will do a breakdown of what that service covers and what it does not cover.? To start, I will go over things the warranty does not cover.? Any gradual damage done over time, such as cushion depression, accumulation of stains, dirt or odors that occur from daily use over time.? They do not cover rips or tears that occur ON A SEAM.? Pet damage to include pet bites, tears from claws.? While they will cover a stain from pet fluids or accidents, that is all they will do.? They cover the stain only.? They do not cover damages done that are reported outside of days of the damage occurring.? Any damage done while products are in a storage unit or during a move.? All of that said, they DO cover many other things.? Including, any defect, breakdown, or damage to your reclining mechanism and electrical components on your product.? Any rips, tears or stains that occur due to human accident.? Any breakage of frames.? All of these things are covered as long as they are reported within days of the issue happening.? I am sorry they won't cover the odor problem.? Furniture Factory Direct does not offer any warranty replacement for this type of issue either.? Although I will not be able to do any type of warranty replacement, I can offer you up to 30% another sofa in store, which will save you hundreds.? If you would like to pursue this offer, please respond and let me know.? I realize this is not the ideal resolution for you, however it is the best we can do.? Also, you current couch does still have the extended warranty in the event any other covered issues occur on your product for the remainder of the warranty period of years from the time you received your product.?
Ms***, ? My name is Devin G***, General Manager at Furniture Factory Direct.? I oversee locations and would like to work with you directly on the replacement recliner moving forward.? I called you today at 360-701-and left a voicemail.? We have rec'd the reselection authorization from Montage and are ready to move ahead with the claim.? You can reach me at the Lakewood store number, 253-671-Wednesday to Friday each week from 10a to 6pm.? Please call me at your earliest convenience.? Thank you,