Ultimate Furniture & Accessories

Review: non-delivery of furniture on two different dates.

On April 18,2013 I went to Ultimate Furniture and spoke to [redacted] Do about putting a couch and ottoman on layaway. I put a down payment of 300.00 on a couch and ottoman set. I finish making payments on 5/24/2013. On the 5/13/2013 [redacted] called and confirmed that he had ordered my couch set and it would be in the store on 5/22/2013. Since no one called by 5/24/2013 I went into the store to pay 115.00 the last payment and to see my couch. Once there I learned it was apparently on back order, I had already arranged to have the day off of work for the delivery on 5/28/2013. My couch finally arrived on 5/30/2013 with out the ottoman. I made arrangements to have my couch delivered on 6/6/2013 at 5:30pm At 5:40pm I went to the store and it was closed up for the night. The emergency number on the door was disconnected. I had no other choice since I had donated my old couch to the hope chest to go out that night and purchased a different couch. On 6/7/2013 I had to work so I asked my sister [redacted] to go down to the store and get my money back since twice now I was suppose to have a couch delivered and I have no couch. [redacted] was nice and understanding to my sister and understood why I was upset. When the sister came into the store who is [redacted] Do she said she was sorry and that there was a emergency last night with her son with his asthma. I understand emergency but there are other employees that she should of called to take care of her business. She is refusing to give me back my money of 748.00 Once my sister left the store, [redacted] called me and told me the same story as my sister. I told her I wanted my money back she said she needed to talk to the owner. 30 min later she called and said she can give me 50.00 of my money and for me to take the couch. I once again explained that I bought a couch last night since the store was closed and the number did not work on the door as an emergency number... I then called her back and told her I want all my money. She voided the contract once she didn't show up to deliver the couch. I am still waiting as of now to here if I'm going to get my money or not.Desired Settlement: Im wanting a full refund of 748.00 due to non delivery of furniture.

Business

Response:

Business' Initial Response

This matter already solved we had refund her money in full $748.

Manufacture delay on product.

Thank you.

Review: We to store March 13 and ordered a couch. We were told 2 weeks to be safe. 5 weeks later they still did not know when we would recieve the product.

We have a purchase date of march 13, 2013. The couch we looked at was Arely's furniture model Pismo. We put $500 cash deposit in the store. The contract that they wrote up didn't seem very reliable as all they drew were the pictures of what we wanted. No model or product name was written or given as we saw on the carbon copy we recieved. The sales rep was [redacted]. She said we would receive the product (a couch and ottomon) in 1 week but wrote 2 weeks to give herself a cushion. Once the two weeks came up we had not heard from them about delivery. We called her store and she said that she still didn't have prodocut and would call manufacturer and call us back. a couple of hours later we recieved a call back saying it would be another week. This happened again and then the last time my husband called and spoke to her on april 6 and she said we would recieve the product on april 9. April 9 came and still no product. We called again and she told us for sure it will be here on saturday april 13 because she was sending a guy and they worked something out with freight and manufacturing to where they would pick it up. April 13 at 10am my husband called and said was told that she had someone picking it up from the manufacturer and would call us back to let us know what time they would be coming by. at 315 pm same day my father and I went to the store to talk with [redacted] as we still had not heard about delivery or recieved a call back. When we went in we spoke with tony. I asked if we could speak with [redacted] and he said that she was gone for the day. I explained that I am not happy and was told someone was picking up the couch for us. He said there is no delivery on saturday or sunday and that they are not making any special pick ups. I told him that I wanted a refund of my money because I was not satisfied with the service. He said to give him until monday 04.15.13 and he will give me a definitely answer as to when we will recieve the product and if I am not happy he will give me the full refund. I wrote the terms out and he signed it. He called on monday 04.15.13 and told me that he just spoke with the manufacturer and it will be here no later than wednesday. He said they told him tuesday, but don't want to get in another mix up if they were late again. Tuesday they called at 130 and said the couch was on its way and it would be to their store in 1 hour and they would leave right away to get our products to us as we had a prior appt. We were told by [redacted] she would call and let us know that they were on their way. We asked if we would be getting some sort of reimbursement for the troubles that we were given and she said she couldn't because she had to spend an extra $200 for freight shipping and that she was going to be losing out money on the item, but would provide us with a big discount if we ever came back to her store. We were already done with it so we just hung up. At 245 they called and said that they were on their way. When they got here they brought the couches and were going to leave them in the plastic bc of a prior appointment but I wanted them to remove it so I can inspect it fully before paying any further. Once inspecting it, it looked ok, so I gave them the final amount and they left. After this experience I have talked with a few friends of mine who have had issues when ordering items from their store before and getting the run around. Others say if you buy the floor model products they have no issues, but with delivery and failed promises, it's another story. We do not like that we were given the run around. If this company would say 6 weeks delivery and it shows up early thats one thing, but to lie and decieve people about when products will arrive and that you are making "special trips" to make up for it when you're not is a something entirely different. We will never shop at this store again, and for obvious reasons. Thank youDesired Settlement: I feel this "business" should have their contract and product lists looked over. I am not sure if they actually have contracts with other manufacturers or businesses, but it seems as if they find something the customer likes then search for it. The product we were told it was was Arely's Furniture, style Pismo. No model or item number. When we searched online for it we were unable to find it.

Business

Response:

Business' Initial Response

Yes, Mrs. [redacted] and her husband did purchases a sectional and ottomans from us. When the purchased were made Mrs. request a special configuration and I told here about two weeks according to the factory (Arely's furniture located in Vernon California) a small manufacture in Southern Los Angeles. The we had order few times from this company and it was on time unfortunately, the order of Mrs. [redacted] was delay first the fabric then the freight company was mistaken pick up and did not bring to us. I'm sorry that Mrs. [redacted] had been through and I paid extra freight so we can get it here. I also talked to the owner of the furniture factory but he said it was the mill cause the fabric delay. They don't let's me know ahead of time so therefore, I have no clues it took that long.

All the informations we gave to Mrs. [redacted] were from Arey's furniture and when they received it there is a warranty tag from manufacture we and we help them filled out the paper work. The model is Pismo and Arey's furniture product. Mrs. also can call the Arey's furniture and confirm the product.

We don't like to conduct our business in this way. We been in business for almost nine years now and sometimes things are our of our control. We had customer are happy and some don't but we try to keep all the customer happy we gave Mrs. [redacted] good discount also we want to get her furniture as the time we promise. If I know this company take a long time I would tell her six weeks I don't like to promise something we can't keep. We as Ultimate furniture also were promise by Arley furniture we just don't make the furniture.

Thank you.