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
Complaint: ***I am rejecting this response because:? ? IT WAS A FURNITURE FACTORY DIRECT ISSUE FROM THE BEGINNING!!!!!!? ? ? IF THE TECH FROM THE STORE WOULD OF ACTUALLY CARED ABOUT WHAT HE WAS DOING WHEN HE CAME OUT WHEN THE COUCH WAS COVERED UNDER THE FIRST YEAR WARRANTY IT WOULD BE THERE PROBLEM BUT SINCE THEY EMPLOY TECHS WHO DO NOT CARE THAT IS WHY IT HAD TO GO THROUGH MONTAGE AND MY COUCH NEEDS REPLACEMENT FROM THE SAME ISSUE AS WHEN FFD'S TECH CAME OUT MONTHS AGO!!!!!!!!!!!? ? ? ? ? ? ? ? IT IS ALSO FFD'S ISSUE CAUSE THERE EMPLOYEE IS THE ONE WHO LIED TO US ABOUT EVERYTHING.? ? ? THESE RESPONSES SHOW THAT THE STORE AND THE MANAGERS DO NOT CARE ABOUT THERE CUSTOMERS OR THE PRODUCTS THAT THEY SELL.? ? THE ONLY PERSON FROM THE? STORE THAT ACTUALLY TRIED TO HELP AND DO EVERYTHING SHE CAN WAS DIDI WHO WORKS IN THE WAREHOUSE AND DEALS WITH THE WARRANTY COMPANY AS WELL.? ? ? IT WOULD BE UNDERSTANDABLE AFTER MAYBE 2, 3, YEARS OF HAVING THE FURNITURE THAT SOMETHING LIKE THIS WOULD HAPPEN BUT NOT AFTER 10-MONTHS.? ? ?
?
? ? I WILL NEVER DO BUSINESS WITH THEM AGAIN AND WILL TELL EVERYONE I KNOW TO NEVER EVER EVER BUY ANYTHING FROM THEM.? ? ? Sincerely,*** ***
Our company, Furniture Factory Direct, regularly performs repairs and replacements on products that are deemed defective within the first year of receipt.? We also offer our customers the option to purchase a year protection plan service through the company, *** Furniture
Services,? that provides additional options in the event certain defects or customer accidental damage occurs
?
We are very sorry the product is not performing to your expectations, however there is nothing that can be done through Furniture Factory Direct.? Since you have owned the product for more than year, *** is the only option for you to get your furniture repaired or replace.?
?
I researched your recent claim with ***, ***.? *** is unfortunately denying your claim for repair/replacement due to the nature of the damage on your furniture.? Here is the response I received as to why they denied your claim -
Hi ***,
?
This claim was reviewed today and a denial was sent via email to the customer.? The reason for the denial is the technician determined that the issue the customer is experiencing is due to loss of resiliency of the center cushion.? This is not covered under the protection plan.? The exclusion can be found in Section WHAT IS NOT COVERED letter V(The attachment to this response is an excerpt from Section WHAT IS NOT COVERED)
?
At this point, you still have a protection plan until the years from your receipt date have passed.? If any covered issues arise, please report them to *** within days of the damage or defect that occurred to begin a new claim.? *** will assist with evaluating whether it is a covered issue or not and move forward from there.? *** can also provide you with a copy of your registration paperwork that explains in detail what types of damages and accidents are covered and what is not covered
First of all I like to apologize for any misunderstanding or frustration this may have cause our customerWe strive to give the customer the best possible shopping experience possible, but it appears we failed miserably? on many levelsI can not make excuses, our staff should have listened
better, and done everything we could to make sure the correct product was available, sold correctly, and then delivered correctlyI will have no problem refunding the $to the customer for they're inconvenienceI will most certainly correct this behavior at the store with our staffAgain, our sincere apologies!
Complaint: ***
I am rejecting this response because:? Hi,Furniture Factory Direct is completely lying about the whole case.The kind of damages furnitures have, can't be caused by individual at allI can share the initial pictures I sent over or they can send the complete package of pictures to Revdex.comWhy somebody will have extensive damages on new furniture and that too on day one???When Furniture Factory Direct sent the technician, their intent was to fix/repair the furniture as it was told to meTechnician was not the investigatorHe didn't do anything in that regard to fix.Whether one piece is damaged or all pieces, how come it became customer's problem? All damages are inconsistent and all pieces are not damaged to same degree.? As far as this theory of furniture pieces in truck goes and nothing was damaged, is totally new thingI don't think there is any truck route from where furniture was made to United StatesI was told by Furniture Factory Direct's customer service supervisor that it is very common to get furniture damaged when this comes from far countries in containerThese are the exact same wordsI was assured that this will be replaces soon.Furniture Factory Direct didn't open the furniture for customer inspection before dispatching the furniture to customerHow come they say that furnitures was okay when it was handed overWas this second market furniture and repacked to customer? Whole packaging is lying down in house's trash area.? I don't know for how many days furnitures which was given to me was lying down in warehouse and under what conditions and how was the handling overall?? and how was the handing in multiple transits etc??At one point I was told that Manufacture has denied the claim even though technician visit was completed.? Furniture Factory Direct didn't respond to my repeated calls, emails on multiple occasionsFurniture Factory Direct never gave me the straight forward answerFurniture Factory Direct has told me multiple versions of lie to close this claimAnd now it is a new story being told.Only good outcome which is surprising to me is that Furniture Factory Direct responded very quickly on thisI am not sure of the reasons for this but that never happened with me when I called Furniture Factory Direct multiple times.I need entire furniture replaces or my entire money back at the earliest.? ?
Sincerely,
*** *** ***? ?
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, *** ***
?
To whom it may concern,
These items where AS-IS..? Customer had signed the paperwork that states if you are buying or clearance merch off the floor you need to be aware that this merchandise has No Warranty and /or No Service.? Also on the sales order it is clearly stated
and written that these items are Our sales staff clearly go over these agreements and have customer sign after explaining them.? this set was clearly marked down from its original price
Please feel free to contact us
Thanks
Dede S***
?
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
Sincerely,
*** ***
Complaint: [redacted]
I am rejecting this response because: Hi,Furniture Factory Direct is completely lying about the whole case.The kind of damages furnitures have, can't be caused by individual at all. I can share the initial pictures I sent over or they can send the complete package of pictures to Revdex.com. Why somebody will have extensive damages on new furniture and that too on day one???When Furniture Factory Direct sent the technician, their intent was to fix/repair the furniture as it was told to me. Technician was not the investigator. He didn't do anything in that regard to fix.Whether one piece is damaged or all pieces, how come it became customer's problem? All damages are inconsistent and all pieces are not damaged to same degree. As far as this theory of 100 furniture pieces in truck goes and nothing was damaged, is totally new thing. I don't think there is any truck route from where furniture was made to United States. I was told by Furniture Factory Direct's customer service supervisor that it is very common to get furniture damaged when this comes from far countries in container. These are the exact same words. I was assured that this will be replaces soon.Furniture Factory Direct didn't open the furniture for customer inspection before dispatching the furniture to customer. How come they say that furnitures was okay when it was handed over. Was this second market furniture and repacked to customer? Whole packaging is lying down in house's trash area. I don't know for how many days furnitures which was given to me was lying down in warehouse and under what conditions and how was the handling overall?? and how was the handing in multiple transits etc??At one point I was told that Manufacture has denied the claim even though technician visit was completed. Furniture Factory Direct didn't respond to my repeated calls, emails on multiple occasions. Furniture Factory Direct never gave me the straight forward answer. Furniture Factory Direct has told me multiple versions of lie to close this claim. And now it is a new story being told.Only good outcome which is surprising to me is that Furniture Factory Direct responded very quickly on this. I am not sure of the reasons for this but that never happened with me when I called Furniture Factory Direct multiple times.I need entire furniture replaces or my entire money back at the earliest.
Sincerely,
[redacted]
We have contacted the customer and are making arrangement to have the issue resolved. There isn't a good explanation as to why there is difference in the product as of yet. We buy from the same vendor, have for years, and have never had a problem. If they did change the construction or how...
the product operates, that was never disclosed to us. We have contacted their Manager and he is investigating the issue. We apologies for any inconvenience or frustration this may have caused the customer. We strive to make sure there is a consistent flow of product and we would never intentionally substitute a different product than what the customer see's in our stores. We believe this to a manufacturers error and we will get to the bottom of the problem as soon as we can. Again our sincere apologies.
Complaint: [redacted] I am rejecting this response because: As I previously stated, yes we signed a document saying it was AS IS with no additional warranty. However, as I stated also, it was NOT explained to us that we would also NOT be getting any manufacturers warranty. I specifically asked the employee if the document we were signing was referencing us not getting the additional warranty and he said yes. He provided no additional clarification and I believe intentionally mislead us on the items we were buying. So while I understood there to be no additional protection past the first year, I still purchased the items with the knowledge I had the manufacturers warranty to fall back on. It is the sales representatives job to fully explain the paperwork and all that it entails; NOT to mislead us and LIE to us. By lie, I mean that he told us we couldn't get the additional warranty because it was a floor item and they were discontinuing carrying this brand and that the floor option was the last one. Only to find out a week later, other LOCAL stores has this brand and style as well as having them listed online for purchase on the company website (a quantity of 13 to be exact at that time). So why a brand new one "couldn't" be ordered or delivered to us is baffling. To this day they still carry the brand so when is the company supposedly no longer carrying this brand? So yes, since the employee both lied to us and failed to properly explain our paperwork to us and mislead us on the explanation he provided, it is the companies responsibility to repair/replace the items. Sincerely,[redacted]
First of all I like to apologize for any misunderstanding or frustration this may have cause our customer. We strive to give the customer the best possible shopping experience possible, but it appears we failed miserably on many levels. I can not make excuses, our staff should have listened...
better, and done everything we could to make sure the correct product was available, sold correctly, and then delivered correctly. I will have no problem refunding the $98.54 to the customer for they're inconvenience. I will most certainly correct this behavior at the store with our staff. Again, our sincere apologies!
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 me.
Sincerely,
[redacted]
We try our best to sell only value based quality furniture to our customers. That being said, all customers use and care for their furniture differently. We train our staff to be honest and forthcoming in every transaction. We do not and will not tolerate any misrepresentation of the product sold,...
or the services offered by our company. We are sorry the customer feels like he was lied to, or that there was poor communication. We would never permit that type of behavior form any associate that works for our company. That is in fact grounds for immediate termination. After 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 manner. The customer called reported concerns with the furniture on 5/19/2015. They stated they sat down, heard something break, thought springs were warn, and the piece sat lower than it should. We then reviewed our policy with the customer and informed that we cover manufacture defects only for one year. At 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 7/1/2015 did his inspection of the furniture. The service tech stated that there was no manufacture defect seen regarding the workmanship or materials used. He also stated the frame and springs were intack and functioning as they should. He 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 wear. The 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 be. The service tech tightened the legs on the ottoman to keep them from turning. It 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 in. We service customers daily as needed and we do not turn customers down just because. We apologize for any misunderstanding regarding the warranty. Furniture Factory Direct will only service or repair any furniture sold based upon our inspection of the item. Furniture 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 normal wear, or customer abuse. We have contacted the warranty service (Montage Furniture Services) the customer paid separate for. They have determined the customer will be allowed a replacement or reselection of the product. The 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.
[redacted], 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 1 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,
We will not be reversing our decision. Again, we are sorry however this claim has been reviewed and the decision not to repair or replace your furniture is final.
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.
I am rejecting this response because:
Subject: Fwd: regarding your couch via Revdex.com [redacted]
Date: Mon, 19 Dec 2016
[redacted] here is the actual letter and inspection report the [redacted]FS inspector sent to them regarding my couch. Today he stated they were lying to me because he doesn't even use words like resiliency.
David S[redacted] is his name and he is subcontracted by [redacted]. They changed his report.
I informed you his inspection report stated something different than what they told you. There is no manufacturer foam in the seat of my couch.
[redacted]
Sent from my iPhone
Begin forwarded message:
Thank you for your honesty!
[redacted] ??
Sent from my iPhone
On Dec 19, 2016, at 4:32 PM, Kelly S[redacted] wrote:
Hi there [redacted],
This is what we said on our report to [redacted] on November 22.
the center cushion on her sofa has failed. we need to replace the center cushion with a new Factory cushion. our labor
charge to install the cushion is $XXX. her preferred way to repair this would be to replace the couch.
We requested that the part be supplied by the manufacturer and we would install it. I hope this helps.
Best Wishes,
Kelly S[redacted]
New Creations USA
360-882-7529
[redacted]
Complaint: [redacted]
I am rejecting this response because:i spoke with Hillary at Montage in March 6,2018. While on the phone she called Furniture Factory Direct And confirmed the reselect authorization was received. I have completed everything asked of me. In fact, I went into the Lacey store and decided on the chair I would like to replace my recliner on February 26,2018 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,
[redacted]
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
Complaint: ***
I am rejecting this response because the situation has not been resolved.?
Sincerely,
*** *** ***
Complaint: ***I am rejecting this response because:? ? IT WAS A FURNITURE FACTORY DIRECT ISSUE FROM THE BEGINNING!!!!!!? ? ? IF THE TECH FROM THE STORE WOULD OF ACTUALLY CARED ABOUT WHAT HE WAS DOING WHEN HE CAME OUT WHEN THE COUCH WAS COVERED UNDER THE FIRST YEAR WARRANTY IT WOULD BE THERE PROBLEM BUT SINCE THEY EMPLOY TECHS WHO DO NOT CARE THAT IS WHY IT HAD TO GO THROUGH MONTAGE AND MY COUCH NEEDS REPLACEMENT FROM THE SAME ISSUE AS WHEN FFD'S TECH CAME OUT MONTHS AGO!!!!!!!!!!!? ? ? ? ? ? ? ? IT IS ALSO FFD'S ISSUE CAUSE THERE EMPLOYEE IS THE ONE WHO LIED TO US ABOUT EVERYTHING.? ? ? THESE RESPONSES SHOW THAT THE STORE AND THE MANAGERS DO NOT CARE ABOUT THERE CUSTOMERS OR THE PRODUCTS THAT THEY SELL.? ? THE ONLY PERSON FROM THE? STORE THAT ACTUALLY TRIED TO HELP AND DO EVERYTHING SHE CAN WAS DIDI WHO WORKS IN THE WAREHOUSE AND DEALS WITH THE WARRANTY COMPANY AS WELL.? ? ? IT WOULD BE UNDERSTANDABLE AFTER MAYBE 2, 3, YEARS OF HAVING THE FURNITURE THAT SOMETHING LIKE THIS WOULD HAPPEN BUT NOT AFTER 10-MONTHS.? ? ?
?
? ? I WILL NEVER DO BUSINESS WITH THEM AGAIN AND WILL TELL EVERYONE I KNOW TO NEVER EVER EVER BUY ANYTHING FROM THEM.? ? ? Sincerely,*** ***
Our company, Furniture Factory Direct, regularly performs repairs and replacements on products that are deemed defective within the first year of receipt.? We also offer our customers the option to purchase a year protection plan service through the company, *** Furniture
Services,? that provides additional options in the event certain defects or customer accidental damage occurs
?
We are very sorry the product is not performing to your expectations, however there is nothing that can be done through Furniture Factory Direct.? Since you have owned the product for more than year, *** is the only option for you to get your furniture repaired or replace.?
?
I researched your recent claim with ***, ***.? *** is unfortunately denying your claim for repair/replacement due to the nature of the damage on your furniture.? Here is the response I received as to why they denied your claim -
Hi ***,
?
This claim was reviewed today and a denial was sent via email to the customer.? The reason for the denial is the technician determined that the issue the customer is experiencing is due to loss of resiliency of the center cushion.? This is not covered under the protection plan.? The exclusion can be found in Section WHAT IS NOT COVERED letter V(The attachment to this response is an excerpt from Section WHAT IS NOT COVERED)
?
At this point, you still have a protection plan until the years from your receipt date have passed.? If any covered issues arise, please report them to *** within days of the damage or defect that occurred to begin a new claim.? *** will assist with evaluating whether it is a covered issue or not and move forward from there.? *** can also provide you with a copy of your registration paperwork that explains in detail what types of damages and accidents are covered and what is not covered
First of all I like to apologize for any misunderstanding or frustration this may have cause our customerWe strive to give the customer the best possible shopping experience possible, but it appears we failed miserably? on many levelsI can not make excuses, our staff should have listened
better, and done everything we could to make sure the correct product was available, sold correctly, and then delivered correctlyI will have no problem refunding the $to the customer for they're inconvenienceI will most certainly correct this behavior at the store with our staffAgain, our sincere apologies!
Complaint: ***
I am rejecting this response because:? Hi,Furniture Factory Direct is completely lying about the whole case.The kind of damages furnitures have, can't be caused by individual at allI can share the initial pictures I sent over or they can send the complete package of pictures to Revdex.comWhy somebody will have extensive damages on new furniture and that too on day one???When Furniture Factory Direct sent the technician, their intent was to fix/repair the furniture as it was told to meTechnician was not the investigatorHe didn't do anything in that regard to fix.Whether one piece is damaged or all pieces, how come it became customer's problem? All damages are inconsistent and all pieces are not damaged to same degree.? As far as this theory of furniture pieces in truck goes and nothing was damaged, is totally new thingI don't think there is any truck route from where furniture was made to United StatesI was told by Furniture Factory Direct's customer service supervisor that it is very common to get furniture damaged when this comes from far countries in containerThese are the exact same wordsI was assured that this will be replaces soon.Furniture Factory Direct didn't open the furniture for customer inspection before dispatching the furniture to customerHow come they say that furnitures was okay when it was handed overWas this second market furniture and repacked to customer? Whole packaging is lying down in house's trash area.? I don't know for how many days furnitures which was given to me was lying down in warehouse and under what conditions and how was the handling overall?? and how was the handing in multiple transits etc??At one point I was told that Manufacture has denied the claim even though technician visit was completed.? Furniture Factory Direct didn't respond to my repeated calls, emails on multiple occasionsFurniture Factory Direct never gave me the straight forward answerFurniture Factory Direct has told me multiple versions of lie to close this claimAnd now it is a new story being told.Only good outcome which is surprising to me is that Furniture Factory Direct responded very quickly on thisI am not sure of the reasons for this but that never happened with me when I called Furniture Factory Direct multiple times.I need entire furniture replaces or my entire money back at the earliest.? ?
Sincerely,
*** *** ***? ?
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, *** ***
?
To whom it may concern,
These items where AS-IS..? Customer had signed the paperwork that states if you are buying or clearance merch off the floor you need to be aware that this merchandise has No Warranty and /or No Service.? Also on the sales order it is clearly stated
and written that these items are Our sales staff clearly go over these agreements and have customer sign after explaining them.? this set was clearly marked down from its original price
Please feel free to contact us
Thanks
Dede S***
?
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
Sincerely,
*** ***
Complaint: [redacted]
I am rejecting this response because: Hi,Furniture Factory Direct is completely lying about the whole case.The kind of damages furnitures have, can't be caused by individual at all. I can share the initial pictures I sent over or they can send the complete package of pictures to Revdex.com. Why somebody will have extensive damages on new furniture and that too on day one???When Furniture Factory Direct sent the technician, their intent was to fix/repair the furniture as it was told to me. Technician was not the investigator. He didn't do anything in that regard to fix.Whether one piece is damaged or all pieces, how come it became customer's problem? All damages are inconsistent and all pieces are not damaged to same degree. As far as this theory of 100 furniture pieces in truck goes and nothing was damaged, is totally new thing. I don't think there is any truck route from where furniture was made to United States. I was told by Furniture Factory Direct's customer service supervisor that it is very common to get furniture damaged when this comes from far countries in container. These are the exact same words. I was assured that this will be replaces soon.Furniture Factory Direct didn't open the furniture for customer inspection before dispatching the furniture to customer. How come they say that furnitures was okay when it was handed over. Was this second market furniture and repacked to customer? Whole packaging is lying down in house's trash area. I don't know for how many days furnitures which was given to me was lying down in warehouse and under what conditions and how was the handling overall?? and how was the handing in multiple transits etc??At one point I was told that Manufacture has denied the claim even though technician visit was completed. Furniture Factory Direct didn't respond to my repeated calls, emails on multiple occasions. Furniture Factory Direct never gave me the straight forward answer. Furniture Factory Direct has told me multiple versions of lie to close this claim. And now it is a new story being told.Only good outcome which is surprising to me is that Furniture Factory Direct responded very quickly on this. I am not sure of the reasons for this but that never happened with me when I called Furniture Factory Direct multiple times.I need entire furniture replaces or my entire money back at the earliest.
Sincerely,
[redacted]
We have contacted the customer and are making arrangement to have the issue resolved. There isn't a good explanation as to why there is difference in the product as of yet. We buy from the same vendor, have for years, and have never had a problem. If they did change the construction or how...
the product operates, that was never disclosed to us. We have contacted their Manager and he is investigating the issue. We apologies for any inconvenience or frustration this may have caused the customer. We strive to make sure there is a consistent flow of product and we would never intentionally substitute a different product than what the customer see's in our stores. We believe this to a manufacturers error and we will get to the bottom of the problem as soon as we can. Again our sincere apologies.
Complaint: [redacted] I am rejecting this response because: As I previously stated, yes we signed a document saying it was AS IS with no additional warranty. However, as I stated also, it was NOT explained to us that we would also NOT be getting any manufacturers warranty. I specifically asked the employee if the document we were signing was referencing us not getting the additional warranty and he said yes. He provided no additional clarification and I believe intentionally mislead us on the items we were buying. So while I understood there to be no additional protection past the first year, I still purchased the items with the knowledge I had the manufacturers warranty to fall back on. It is the sales representatives job to fully explain the paperwork and all that it entails; NOT to mislead us and LIE to us. By lie, I mean that he told us we couldn't get the additional warranty because it was a floor item and they were discontinuing carrying this brand and that the floor option was the last one. Only to find out a week later, other LOCAL stores has this brand and style as well as having them listed online for purchase on the company website (a quantity of 13 to be exact at that time). So why a brand new one "couldn't" be ordered or delivered to us is baffling. To this day they still carry the brand so when is the company supposedly no longer carrying this brand? So yes, since the employee both lied to us and failed to properly explain our paperwork to us and mislead us on the explanation he provided, it is the companies responsibility to repair/replace the items. Sincerely,[redacted]
First of all I like to apologize for any misunderstanding or frustration this may have cause our customer. We strive to give the customer the best possible shopping experience possible, but it appears we failed miserably on many levels. I can not make excuses, our staff should have listened...
better, and done everything we could to make sure the correct product was available, sold correctly, and then delivered correctly. I will have no problem refunding the $98.54 to the customer for they're inconvenience. I will most certainly correct this behavior at the store with our staff. Again, our sincere apologies!
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 me.
Sincerely,
[redacted]
We try our best to sell only value based quality furniture to our customers. That being said, all customers use and care for their furniture differently. We train our staff to be honest and forthcoming in every transaction. We do not and will not tolerate any misrepresentation of the product sold,...
or the services offered by our company. We are sorry the customer feels like he was lied to, or that there was poor communication. We would never permit that type of behavior form any associate that works for our company. That is in fact grounds for immediate termination. After 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 manner. The customer called reported concerns with the furniture on 5/19/2015. They stated they sat down, heard something break, thought springs were warn, and the piece sat lower than it should. We then reviewed our policy with the customer and informed that we cover manufacture defects only for one year. At 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 7/1/2015 did his inspection of the furniture. The service tech stated that there was no manufacture defect seen regarding the workmanship or materials used. He also stated the frame and springs were intack and functioning as they should. He 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 wear. The 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 be. The service tech tightened the legs on the ottoman to keep them from turning. It 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 in. We service customers daily as needed and we do not turn customers down just because. We apologize for any misunderstanding regarding the warranty. Furniture Factory Direct will only service or repair any furniture sold based upon our inspection of the item. Furniture 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 normal wear, or customer abuse. We have contacted the warranty service (Montage Furniture Services) the customer paid separate for. They have determined the customer will be allowed a replacement or reselection of the product. The 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.
[redacted], 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 1 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,
We will not be reversing our decision. Again, we are sorry however this claim has been reviewed and the decision not to repair or replace your furniture is final.
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.
I am rejecting this response because:
Subject: Fwd: regarding your couch via Revdex.com [redacted]
Date: Mon, 19 Dec 2016
[redacted] here is the actual letter and inspection report the [redacted]FS inspector sent to them regarding my couch. Today he stated they were lying to me because he doesn't even use words like resiliency.
David S[redacted] is his name and he is subcontracted by [redacted]. They changed his report.
I informed you his inspection report stated something different than what they told you. There is no manufacturer foam in the seat of my couch.
[redacted]
Sent from my iPhone
Begin forwarded message:
Thank you for your honesty!
[redacted] ??
Sent from my iPhone
On Dec 19, 2016, at 4:32 PM, Kelly S[redacted] wrote:
Hi there [redacted],
This is what we said on our report to [redacted] on November 22.
the center cushion on her sofa has failed. we need to replace the center cushion with a new Factory cushion. our labor
charge to install the cushion is $XXX. her preferred way to repair this would be to replace the couch.
We requested that the part be supplied by the manufacturer and we would install it. I hope this helps.
Best Wishes,
Kelly S[redacted]
New Creations USA
360-882-7529
[redacted]
Sincerely,[redacted]
Complaint: [redacted]
I am rejecting this response because:i spoke with Hillary at Montage in March 6,2018. While on the phone she called Furniture Factory Direct And confirmed the reselect authorization was received. I have completed everything asked of me. In fact, I went into the Lacey store and decided on the chair I would like to replace my recliner on February 26,2018 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,
[redacted]