Unclaimed Freight

Thank you for the opportunity to respond to this complaintOur store manager [redacted] is currently working with the customer on the issueThe customer is willing to give us another shot at replacing the mechanism in the reclining set, as it is discontinued and we cannot replace.We do hope and anticipate that the repair service techniclan that gets dispatched this time will take care of it properlyWe have a narrow window with [redacted] *** as he is only available on Saturdays for a service visit, so we hope to have an appointmentscheduled soon,Thank you verymych

Thank you for the opportunity to respond to this complaintOn this customer's sales receipt, on the front, just below their name and address, per [redacted] delivery rules, clearly states: THE MERCHANDISE YOU HAVE ORDERED IS ANTICIPATED FOR DELIVERY ON: DELIVERY DATE: 11/19/ [redacted] ALL DELIVERIES ARE DROP OFF IN ROOM OF CHOICE [redacted] NO SET UP OR ASSEMBLY IS INCLUDED [redacted] I have a copy of the receipt in .pdf form if necessary to reviewThe delivery service (third party contractor) will set up "upholstery", a living room sofa, loveseat, recliner, chair as a courtesyThe customer purchased a futon, which is not in that categoryThere are times a delivery team will make an offer to assemble furniture not in those categories at a negotiated price with the customer, but that is an agreement between the delivery team and the customer, not Unclaimed FreightNow it seems that there was a confrontation with the drivers which certainly is unacceptable and honestly if any customer ever felt threatened or scared by delivery personnel, the police definitely should have become involvedI checked with the Store Manager at the Unclaimed Freight and the Assistant Manager and neither remember this situation being presented to them of yelling and screaming in the living roomI also checked with the delivery manager of the third party delivery company, and he also was unaware of an altercation within this customer's homeHowever, in the interest of doing the right thing from a customer service stand point, I have placed an authorization for a $credit on the customer's accountThe customer paid by***, so at their convenience, they can stop by the store and ask the cashier to page the Manager, who can look up and refund the creditThank you

From: Revdex.com of Metro Washington DC Date: Thu, Nov 3, at 1:PMSubject: Fwd: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint # [redacted] .To: [redacted] < [redacted] @myRevdex.com.org>---------- Forwarded message ----------From: [redacted] < [redacted] @***.com>Date: Thu, Nov 3, at 1:PMSubject: RE: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint # [redacted] .To: Revdex.com I will accept the $that they think k is appropriate!!! thank you and I would like that refunded to the card I used ASAP!!! [redacted] ***

Responding to Mr***’s rejection of Unclaimed Freight’s response, again I can certainly understand Mr***’s frustration when a sofa and loveseat delivery can’t be successfully made due to a no-fit issueThe salesperson Ms*** was away on vacation and when she returned this week, the Store Manager had a discussion with her regarding the conversations that Mr*** refers tooMs*** states that she did not guarantee that the customer’s purchase would fitShe also states that she did not indicate that the delivery personnel were lazy or tiredUnderstandably there can be times that delivery personnel are tired, especially in the case of a delivery being performed at 7:pm as Mr*** has stated, which means they had been on the road for hours deliveringBut as Mr*** states they had already brought the sofa to the top of the stairwell, meaning they offloaded and carried a sofa off the truck and up a flight of stepsHad they been tired or lazy, that would not have occurredAlso the fact that that they had to carry it back down the steps and back onto the truck is an indication that they were not lazy, rather what seems to be the case is the delivery personnel, who deliver furniture dozen of times each work day, felt that this piece of furniture could not be successfully delivered through the doorway and could result in damage to the item or damage to Mr***’s apartment, neither of which is acceptableWhat conversations transpired between Ms*** and Mr*** do seem to contradict each other but the fact remains that a lazy and tired delivery crew would not bring a sofa up a flight of steps and not deliver the item and then have to bring it back down and return it to the truck without a concern about the safe and damage free delivery of the itemOur offer below, which we believe is very customer-friendly, still stands: The $delivery charge is not refundable as the service to deliver the merchandise was attempted and an offer to redeliver another set at no additional charge was made within days of the no-fit issueShould Mr*** wish to make another delivery purchase, we will honor the $free delivery offer and pay the delivery company for an equivalent $deliveryLet it be noted that Mr*** has received a refund on the merchandise

Thank you for the opportunity to respond to this issueI can certainly understand Mr***’s frustration when a sofa and loveseat delivery can’t be successfully made due to a no-fit issueI believe we can all understand that a suggestion that a furniture delivery “guaranteed” to fit still
requires a basic evaluation of the delivery zone, size of doorway and measurements of the upholsteryMr*** indicates that he had another set picked out and that he had chosen another higher back set based on the suggestion of the salespersonWe do have delivery information sheets given at the time of sale as well as available at each sales station and cashier area that clearly states the delivery parameters, the need to measure, and the responsibilities of Unclaimed Freight and the customer in the case of a no-fit situationUnfortunately, the sofa did not fit on the 6/delivery and the customer was faced with a decision to either return everything, or pay an additional delivery charge to have a new set deliveredOn 6/the Store Manager contacted me while I was away and I gave clearance on 6/for a free delivery, rather than an additional charge to the customerA message was left by Jim Mills, the Store Manager on 6/but the customer chose to receive a refund rather than receive a delivery of a different setThe $delivery charge is not refundable as the service to deliver the merchandise was attempted and an offer to redeliver another set at no additional charge was made within days of the no-fit issueI know this is a frustrating situation and should Mr*** wish to make another delivery purchase, we will honor the $free delivery offer and pay the delivery company for an equivalent $delivery

Sorry we only can estimate the delivery dates of the furniture WE do not make the furniture so we have to rely on our manufacturers to build it and ship it to us If our manufacturer tells us a delivery date and changes the date on us we are at their mercy Sorry for any
inconvenience

Thank you for the opportunity to respond to the complaint. The item the customer's purchase was tagged with two possible variations, a TV Stand/ Console with an included electric fireplace and one without. The customer did not realize and/or the salesperson did not make abundantly clear that the...

price the customer paid was for the TV console/stand without a fireplace insert. We picked up the TV Console at our expense on March 23rd and refunded the customer's purchase price. All should be resolved, thank you.

Thank you for the opportunity to respond to this complaint. Our store manager [redacted] is currently working with the customer on the issue. The customer is willing to give us another shot at replacing the mechanism in the reclining set, as it is discontinued and we cannot replace.We do hope and...

anticipate that the repair service techniclan that gets dispatched this time will take care of it properly. We have a narrow window with [redacted] as he is only available on Saturdays for a service visit, so we hope to have an appointmentscheduled soon,Thank you verymych.

I am rejecting this response because:First of all it was not a "suggestion" by the sales lady.She guaranteed that the sofa and love seat would fit (she, lives in the same apartment complex as I do).Her words to me were 'if they say it won't fit you tell them I said it will fit".She asked me what time the deliverymen arrived.I responded "around 7:15pm.Her response was that they were tired and lazy.The stairwell is wide enough for delivery.The couch was carried up the stairs very easily and was sitting on end on the landing.No attempts were made to bring the couch into my apartment.They just stared at it and said it would not fit.
[redacted]

09/22/2015Thank you for the opportunity to respond to this matter. As I have reviewed the complaint, I am sorry to say that [redacted] did not receive great service from our Reading location and this is not how we wish to represent ourselves to our customers. The lack of compassion and level of...

service will be handled internally.Unclaimed Freight has an Independent, third-party delivery service that our customers can take advantage of, noticed that [redacted] and multiple family members chose to transport this furniture themselves, making multiple trips. One of the advantages of a delivery service is the avoidance of these trips, having the furniture transported by professional movers and also, transferring the liability of any damaged merchandise to the carrier, not the customer, if the merchandise was delivered by the delivery company, any exchanges would have been taker care of at no cost to the customer which may have made for a less stressful experience. The cost of the delivery for this order would have been $125.00. I can understand that it is very frustrating after making multiple trips to discover damages, but without having the merchandise examined at the dock, there is no determination that any damages were not caused after the merchandise was picked up and transported by the customer.Based on the complaint, [redacted] wants full retail refunds on merchandise that she is keeping, for aggravation and damaged furniture, equal to 40% of the Invoice. (The issue with the color discrepancy is a perception issue, should [redacted] bring a cushion back to the store and compare to the floor model, I am sure that would be resolved). These refunds we cannot do. If [redacted] is this disappointed with the furniture, we will arrange with the delivery company to pick up the furniture and refund the monies paid for the pieces picked up. If [redacted] would like to retaln the furniture, we would be happy toprovide a refund equal to 10% of the original purchase amount, less the refund already giver, which would net to about $127.00I am very sorry that this occurred and I hope that [redacted] understands that we cannot give a full refund or product she is keeping in her home.

Complaint: [redacted]
I am rejecting this response because:
I was home all day waiting for the delivery, the only reason I left my house was because the delivery guy called me and told to have cash ready for the delivery. No one told me that it was cash only. I told him I was going to get money from the bank and then he TOLD ME it would take him 30 minutes to get to my place. I went to the bank and they came about 15 minutes after we hung up. He did not wait for me, my neighbor even told him that I would be right back. He did not bother calling me and dint wait one minute. The store didn't even call me neither. It was a bunch of lies and going back and forth, had me on hold for over 30 minutes. I used a different phone and kept calling them no replies until it was too late for them to come back. I saw the white truck leaving my complex and he was ignoring my calls the whole time
HORRIBLE CUSTOMER SERVICE.
Regards,
[redacted]

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
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.
Regards,
[redacted]

From: Revdex.com of Metro Washington DC <[email protected]>Date: Thu, Nov 3, 2016 at 1:58 PMSubject: Fwd: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #[redacted].To: [redacted] <[redacted]@myRevdex.com.org>---------- Forwarded message ----------From: [redacted] <[redacted]@[redacted].com>Date: Thu, Nov 3, 2016 at 1:22 PMSubject: RE: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #[redacted].To: Revdex.com <[email protected]>I will accept the $127.00 that they think k is appropriate!!! thank you and I would like that refunded to the card I used ASAP!!![redacted]

Thank you for the opportunity to respond to this complaint. On this customer's sales receipt, on the front, just below their name and address, per [redacted] delivery rules, clearly states: THE MERCHANDISE YOU HAVE ORDERED IS ANTICIPATED FOR DELIVERY ON: DELIVERY DATE: 11/19/14 ** ALL...

DELIVERIES ARE DROP OFF IN ROOM OF CHOICE [redacted] NO SET UP OR ASSEMBLY IS INCLUDED ** I have a copy of the receipt in .pdf form if necessary to review. The delivery service (third party contractor) will set up "upholstery", a living room sofa, loveseat, recliner, chair as a courtesy. The customer purchased a futon, which is not in that category. There are times a delivery team will make an offer to assemble furniture not in those categories at a negotiated price with the customer, but that is an agreement between the delivery team and the customer, not Unclaimed Freight. Now it seems that there was a confrontation with the drivers which certainly is unacceptable and honestly if any customer ever felt threatened or scared by delivery personnel, the police definitely should have become involved. I checked with the Store Manager at the Unclaimed Freight and the Assistant Manager and neither remember this situation being presented to them of yelling and screaming in the living room. I also checked with the delivery manager of the third party delivery company, and he also was unaware of an altercation within this customer's home. However, in the interest of doing the right thing from a customer service stand point, I have placed an authorization for a $60 credit on the customer's account. The customer paid by[redacted], so at their convenience, they can stop by the store and ask the cashier to page the Manager, who can look up and refund the credit. Thank you

Review: furniture was purchased and weeks went by and they keep bringing the wrong furniture. no calls are being returned and they keep dodging phone calls.Desired Settlement: either I want my money back or the correct furniture.

Business

Response:

We are in receipt of your letter dated March 17, 2014. Thank you for the opportunity to respond to this consumer’s complaint. This customer did make a purchase from Unclaimed Freight on February 8, 20147 Unfortunately, due to a system/inventory discrepancy this customer was delivered 2 chairs and 2 stools for their dining set instead of 4 stools. Several exchanges where attempted but with the same result, all were chairs instead of stools. Unable to fill the order with stools the customer re-selected a different set on 3/06/14 and received delivery on 3/09/14.

This customer’s shopping experience was less than ideal but I believe the store personnel were professional and accommodating throughout. We definitely can understand their frustration, appreciate their patience and hope we have satisfactorily resolved their claim.

Review: I purchased a furniture set from that place last Saturday and was supposed to have it delivered today. They told I would need to pay the delivery guy buy did not specify if it was cash, money order or check. They have me a 12PM-6PM window on a Saturday where I have so much to do and couldn't even no any of it. I received a call around 2:30 PM from the delivery telling me he was on his way and will be there in 30 minutes and to have cash available for the delivery. Since I have that kind of cash on me I went to the bank to get the money and they showed up 15 minutes later when he told it would take him 30 minutes. My neighbord told them I would be right back and he did not even wait one second. The delivery guy claimed that he called the store and was given the OK to leave and that he called my number and left me a message which was all lies. I saw them leaving my complex as I was getting out of my care. I called him twice and left a message he did not get back to me. I called the store she put on hold for about 15 minutes and didn't even have my information up. By then I called the delivery one more time and he said he's already 30 minutes away and can't come back. I have been sitting on the floor of my new apartment for a week now and they told they would have to reschedule for Wednesday. The delivery guy even admitted that he called the wrong number when he was at my complex and still they can't even have it re-delivered the next day. Now after I told them if it can't be done by tomorrow I need a refund, the manager I spoke with (Veronica) talking about she could waived half of the delivery so my refund would be less than I originally paid.

The customer service sucks, she caught an attitude after I told her the delivery told me she was the one that gave him to OK to leave without even making sure he called the right number.Desired Settlement: It it can not be delivered by tomorrow or Monday the latest after 6PM I would like to have my full refund and no I am not going to your store that's 45 minutes away.

Thank you

Business

Response:

Thank you for the opportunity to respond to this issue. The customer has indicated to us on 11/9 that they have disputed the charge with their credit card company, so the established procedures with the credit card company has begun. Although the delivery service did not hang around or turn back to satisfy our customer after not being home to accept the delivery as there are other deliveries that need to be accomplished and the next day was already fully booked. [redacted] is a considerable distance from the majority of our deliveries and unfortunately the customer's request to re-delivery so quickly could not be accommodated.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

I was home all day waiting for the delivery, the only reason I left my house was because the delivery guy called me and told to have cash ready for the delivery. No one told me that it was cash only. I told him I was going to get money from the bank and then he TOLD ME it would take him 30 minutes to get to my place. I went to the bank and they came about 15 minutes after we hung up. He did not wait for me, my neighbor even told him that I would be right back. He did not bother calling me and dint wait one minute. The store didn't even call me neither. It was a bunch of lies and going back and forth, had me on hold for over 30 minutes. I used a different phone and kept calling them no replies until it was too late for them to come back. I saw the white truck leaving my complex and he was ignoring my calls the whole time

HORRIBLE CUSTOMER SERVICE.

Regards,

Review: I recently visited the aforementioned store and purchased a twin mattress and box spring for my son and paid 220$, I am currently in the process of a divorce and moving with my children. I have misplaced my receipt,and they have misplaced their pick ticket with my information on it, they only have written invoices, no records are kept electronically, but I have an electronic copy of the transaction on my bank statement that I brought to them the next day and they said no that I still couldn't have my purchase. I asked to speak with a manager, and they told me one was not available, nor would they contact him for me, that I would have to wait until tomorrow to contact him, but even if he does find the record, that the warehouse wouldn't be open and I would have to come back for the 5th time (to pick up my sons bed). What can be done about this? they are putting an addition on their store and I don't even understand how they bring in income, other than ripping people off. The customer service agent said there was nothing that I could do about it, so I have lost 220$ and my sons bed.Desired Settlement: I feel for the trouble this is causing me, the trips it takes to go back day after day now for three days, and I will be going back tomorrow to speak with the manager(maybe)- I would like my money back and my mattress set delivered to me- I don't have any more time to waste on them

Business

Response:

August 14, 2014This letter is in response to Revdex.com Complaint ID: [redacted] concerning [redacted].[redacted] had put some merchandise on layaway with out store located in [redacted], VA on July 12, 2014 with a deposit amount of $220.00. On Monday, August 4th, she changed her initial merchandise to a twin mattress and box spring set totally $220.00 and attempted to pick up her merchandise from our warehouse at 5:00 pm however, she did not have the sales ticket needed for this transaction. She did have a copy of her bank statement showing the transaction but we cannot release merchandise without an invoice showing what merchandise was purchased. Of Tuesday, August 5th, [redacted] did talk to the store manager. The store manager looked for a final sale invoice not realizing it was not a completed sale but a changed layaway transaction. [redacted] came back to the store on Wednesday, August 6th and spoke to the salesperson that conducted the layaway change and located the invoice for her. Unfortunately the warehouse is closed on Wednesdays and [redacted] was not able to pick up her merchandise. [redacted] returned to the warehouse on Thursday, August 7th and received her merchandise.We feel that in not releasing the merchandise without the proper paperwork our company protected [redacted]'s purchase and did not release it anyone but the authorized purchaser. We apologize for the confusion on the invoice ticket however we feel since [redacted] has received the merchandise she purchased that this matter has been totally and satisfactorily resolved.HOWARD *. A[redacted]