USA Furniture Store

Complaint: [redacted]
I am rejecting this response because: The statements the company has made against us are false. We had never agreed to a shipment date and never signed the deliver slip (as you can see from the deliver slip is it neither mine or my husband's signature). They...

should check with the deliver person as I have no idea how they go about their processes but clearly there is an inefficiency and errors on their part. Additionally, they still have not addressed why the model numbers on the invoice do not match the actual model numbers on the table and chairs in our house. Simply stated this is not the table we purchased. Even the manufacturer is different from the one we agreed on (see attached). 
Regards,
[redacted]

Review: My husband I recently purchased a dining room table and chairs from USA furniture in Kenilworth, NJ. We had met with the sales person, [redacted] (note: they do not give last names) and spoke in detail about the table. We had found a table they had on display and had them put the table extensions in the table so we could see how long the table would be. Upon looking at the price and specs of the table we agreed to purchase the table contingent on us receiving it that Saturday afternoon 11/16/13. The sales person agreed and took our credit card number.

The next day we got a phone call saying they could not deliver on that Saturday and didn’t know when they would be able to deliver. We tried to speak to a manager but were put on hold and constantly ignored when we tried to get any answers. Even though it states on the invoice that we could cancel the order if not delivered by 11/16 and get a full refund – they refused to cancel the order.

Finally, out of the blue, the table was delivered on 11/22. Since we were not alerted to the date or time of deliver we were not home to receive the purchase. A construction worker who was fixing our bathroom at the time was asked to sign for the table.

When my husband and I got home that night, we noticed that the table was not as long as we had seen it in the show room and was missing an extension. We again began our calls to the company and again where ignored.

Finally, we showed up at the store in Kenilworth and asked to talk to the manager. The store manager , [redacted] was extremely aggressive with us and began yelling at us. We were told that the longer table is no longer manufactured and the company who made it went out of business so there was nothing they could do. We then asked if we could return the table and get our money back they told us we could not. When we told them that we were sold the wrong table they offered us a floor sample that was scratched and unable to extend without a struggle. Obviously, we could not see paying over $2,000 for a table that was used, scratched and already damaged.

Additionally, the supplier model #s that they show on the original receipt and the delivery slip do not match the model #’s provided on the table and chairs that were delivered to us. The delivery slip says the model numbers are from a company called [redacted] and the slips on the table and chairs that were delivered are from a company called [redacted] which means we were sold a different table and chairs than what we agreed on.

Unfortunately, the store manager threatened that if we disputed “he would win” and that there was nothing we could do to get our money back or the table we originally purchased.

At this point we just want them to take the table and chairs back and refund our money so we can buy the dining room set we had hoped to in the first place.Desired Settlement: At this point we just want them to take the table and chairs back and refund our money so we can buy the dining room set we had hoped to in the first place.

Consumer

Response:

Review: [redacted]

I am rejecting this response because: The statements the company has made against us are false. We had never agreed to a shipment date and never signed the deliver slip (as you can see from the deliver slip is it neither mine or my husband's signature). They should check with the deliver person as I have no idea how they go about their processes but clearly there is an inefficiency and errors on their part. Additionally, they still have not addressed why the model numbers on the invoice do not match the actual model numbers on the table and chairs in our house. Simply stated this is not the table we purchased. Even the manufacturer is different from the one we agreed on (see attached).

Regards,

Business

Response:

In response to [redacted] current dispute letter to The Revdex.com we hereby present a clear rebuttal to each individual paragraph as follows:

I apologize for having to repeat this fact, but, this table comes with only one~leaf extension — and the manufacturer confirmed this fact. Yet the customer insists that they were told that this table came with two leaf extensions. We would never falsify a table feature as important as a second table leaf. . It is clearly written on the Purchase Contract as (Ped. Ext. Table) not (Ped 2—Ext. Table). The order was not written offering tWo extensions to this table. And this customer was never told that there was an'option for two table leafs. As it does not come with two extensions. [redacted] Furniture did nothing dishonest in this transaction. The complete transaction is totally transparent and supported by documentation.

Review: I was nice enough to give this store a try since it is a local furniture store and now I regret walking into the store. I was never provided with the appropriate customer service. Maybe because they are going out of business? Could be. I told the salesman the reason why I was looking to buy new furniture (there was a recent death in the family and I needed to buy new furniture to replace a set that reminded me of someone in particular) and I also told the salesman what kind of furniture I needed and what my budget was since I am still unemployed. They decided to show me a magazine since they apparently they did not have it in the showroom. However, turns out after waiting two weeks for delivery they brought a completely different set which looked awfully different than in the magazine. They still brought an "L" shaped couch how I requested but with the wrong parts so they weren't even able to set anything up. I needed those couches on that particular day for a major family get together to decide some final details of my passed away family member...sadly it didn't happen. The salesman told me I was able to return or exchange if I was not happy...turns out they have no refunds or cancellation? On the receipt It doesn't say anything about no refund? It clearly says "All merchandise must be PAID in a full by cash on pick up or delivery" ?.. Why did they charge me way before delivery ? In other words, they make you wait two weeks for delivery so you're stuck with the couches and they can happily close the business down. I don't wish Bad karma but that is unacceptable and bad business practice, and the last thing I needed the past few weeks. I will find out who the owner is when my attorney calls and if they're just going "out of business" to change the name I will find out so I can never refer anyone to that store.Desired Settlement: I just need my money. I wish they at least showed me the couches at the showroom before delivering or at least charge a cancellation fee but don't fool customers and make them regret buying from you business. That is just poor business skills. Please.

Review: I purchased a bed set on 4/27/14. I was told that I would get a model from another company with the same quality of the floor model I had seen. I was told that if I did not want the bed set that I would be able to receive a refund. when my bed set was delivered on 5/10/14 the items were not of the same quality that I seen in the store, they had damages to the chest, footboard, and my order wasn't fully delivered. I am still missing mirror that would be attached to my dresser. I refused to sign for the merchandise, and they refused to take it back. The movers had my wife sign when she was entering our home unaware of the situation

I was having with the furniture. I called the store immediately to tell them of my issue and they said that they would look into the situation and call me back. They did not respond so I called again to be told all sales are final and they would not return any items. They said I would receive the mirror next week and a technician would come to either fix or replace damaged items. Which they have not done. I would like to return all items and receive a full refund. They refuse to follow any of their website policies of price match, refund, and customer service. They are not compiling with customer affairs laws of N.J.Desired Settlement: I would like to return all items and receive a full refund , with waived restocking fee due to incomplete delivery of order and delivery of damaged items.

Review: [redacted] torn my walls up and mrrorsup three end tables three bed room set dinet set with eight chairs chest all scared up just torn my brand new house up and they they are to do nothing pleas help me they will not talk to they said your keep that furniture and thats that [redacted] desk lady does all yhe talking for every one in the stor I want money back or come get this furniture or change it it cant fit and I told them and then they said they were going to change it then they change saying they only have to mens thats not my problemi just want justice please all the furniture back I spend 15,that is lot of money .Desired Settlement: TRY TO REASON WITH USA FURNITURE STORE THEY CAME IN TORN UP BRAND NEW WALL I HAVE HOUSE BUILD FROM THE GROUND UP THE TOLD ME THAT IS [redacted] THE SALES MAN IF IT DONT FIT I CAN CHANGE FOR SOMETHING ELSE WELL IT DID FIT AND IM WILLING TOSE OR PERCENT TO CHANGE IT THEY SAD THEY ARE GOING DO NOTHING ,BECAUSE THEY ONLY HAVE TWO WORKING FOR THEM AND THE FURNITURE WAS A BIGG JOB ALL BOUGHT WAS THREE BED ROOM SET DINETTE SET WITH EIGHT CHAIRS AMD TABIE AND THREE END TABLE THAT THEY BROKE IN MY
Business
Response:
We hereby Respond to the Complaint filed by our customer, [redacted] as follows
We are tiie following 'documents for your review supporting our efforts to
resolve this matter according to our store policyPlease find a copy of USA Furniture
Purchase Contract-signed Customer, [redacted], dated 11/03/2013, a copy of USA furniture delivery slip signed by the customer and dated 11/22/2013, a copy of signed serviceOrder No[redacted], and a copy of USA Furniture Store Policy
On November 3., 2013, [redacted] did in fact come to USA Furniture Store with the intention of shopping for and purchasing furniture for a new house she recently purchasedAfter spending several hours in the store, [redacted] agreed to purchase the following:
[redacted] purchased a complete dining room set, consisting of a dining tableside chairs, arm chairs, buffet and china[redacted] also purchased complete bedroom sets (full size bedroom sets) and (one Queen size bedroom set) each with dresser, mirror, two nightstands & chests[redacted] also purchased a cocktail table and two end tables for the living room[redacted] spent a several hours in the store selecting and re-selecting until she was totally satisfied with her purchases
[redacted]’s total purchase was $10,Not $15,as [redacted] allegesPlease see Purchase Order
[redacted] carefully chose each piece of furniture and was delighted with her selectionJust as she did with each piece of furniture, [redacted] meticulously read the Purchase Contract & Store Policy and after agreeing upon a delivery date, signed all the documents accordingly[redacted] was informed that this was informed that tjis was a “special order” meaning that we did not have this merchandise in stockand that our Store Policy states that “All Special Order Sales Are Final”
[redacted] was satisfied with the Purchase Contract the delivery date was confirmed and the order was processedY
However; on delivery of the furniture; as sometimes happens upon opening the hexes, the delivery men discovered ‘that some damage had occurred In shippingThis was noted[redacted] in the Delivery Slip(See Attached Delivery Slip)Wherein wmte in her own handwriting that “Bring mirror broken damage -End Table damage Bring to .customer"The mirror was broken, and an end table was also damaged
We ordered [redacted] a brand new mirror and end table and delivered this merchandise in her an December 11, 2613, please see copy of signed Delivery Slip dated December 11, ~
[redacted] also complained that she received several nicks and scratches on the bed frame during delivery., We have already sent our service technician who has already touched up,‘ repaired and refinished all the nicks and scratches to her satisfactiOnPlease See [redacted]’s signature or-our Service Ticket #[redacted] confirming that the servicehas been completed to her satisfaction
Consumer
Response:
Review: [redacted]
I am rejecting this response because:
OK USA DID SEND A TECH OUT BUT HE DID NOT DO THE JOB CORRECT HES NOT FINNISH IT HE LEFT OUT A SPOT ANT I TOLD THEM WHAT HE DID AND THEY SAID THEY ARE NOT SENDING HE USE ON THE BED AND I WILL BUY IT ALSO WHAT ABOUT MY WALLS THEY SCATCH UP THEY SAID THEY NEVER DID THAT I TOOK PICTURES OF MY BRAND SPANKIN NEW HOUSE BUILD FROM THE GROUND UP NEVER HAD NO ONE INTHERE BUT USA FURNTURE STORE BEEN THERE NO ONE ELSE AND I HAVE VIDEO OF MY HOUSEYOU NO THE LADY [redacted]tHE SEC, SAID GOT PLAN BE WHAT DOES THAT MEAN , MY BRAND NEW WALLS ALL SCRATCH UP BECAUSE THEM NOW THEY WIL NOT GIVE THE NAME OR HAVE THE TECH TO BACK IF THEY AGREE TO MT WALLS CHANGE THE FURNTURE LIKE IT SAID ON THE CONTRACK THIS CAN ALL BE OVER THEY WANT TO ME A HARD TIME WHEN I GAVE THEM 4,CENTS MAKE ME A HAPPY CUSTUMER OR GIVE ME ALL MY MONEY BACK And I will go else were I willing to lose 35% percent that is seven hundred and sevenfive dollars that is lot of money lose just to change the furtureBut fix what you broke first thank you
Regards,
Business
Response:
We hereby reiterate and make a part here of our answer and response dated December 23, 2013, to [redacted] previous complaint
We have-already sent our service technician who has already touched up, repaired and refinished all the nicks and scratches to her satisfactionPlease see [redacted] signature on our Service Ticket #[redacted] confirming that the service has been completed to her satisfactionIf there were nicks and scratches that were not taken care of when the technician was there is the responsibility of the customerThe tech was there to take Care nicks and scratches pointed out to him by the customer that needed refinishing; ‘If she failed to inspect the Furniture while the tech was present, and to show the tech scratches that were not refinished, whose is at fault here
Sure wé can send the tech out again to [redacted] heme, but it will cost her $Service charge
As to [redacted] claim of wall damage, USA Furniture denies that we in anyway responsible for any damge to her walls
Customer satisfaction is our highest priorityWe have met our obligation and responsibilty to this customer, please feel free to contact us
Consumer
Response:
Review: [redacted]
I am rejecting this response because:THIS THE FIRST TIME IM HEARING THAT I HAD GIVE THEM ANY KIND MONEY IN GUARDS THE NICK AND SCRATGHES TO MY FURNITUREWHAT THE TOLD ME IS THEY ARE NOT GOING SEND THE TECH TO DO NOTHING AGAIN NEVER SAID I HAD PAY ANT KIND OF MONEY OH THEY ALSO SAID BECAUSE HE HAS ANOTHER JOB AT ,[redacted] HES TIME IS LIMIT THAT HAS NOTHING TO WITH ME ABOU THAT TECH SCHEULEJUST WANT TO BE TREATED FAI AND SASFIELD, OR MY MONEY BACK THIS BEEN GOING TO LONG SENSE NOVEMBER I NEED TO COMPLETE MY HOUSE, AND AS FOR SCRATHES ON CEIL AND ON THE WALLS THEY ARE THE ONLY ONES BEEN THER MOVING IN FURNITURE BUMPING THE WITH THE FURNITURE LIKE I SAID THIS IS A BRAND NEW HOUSE BUILD FROM THE GROUND UP DONT HAVE NO LITTLE KIDS TO TOUCH ANYTHING IN MYHOUSE SO WHATI REACH UP THERE AND SCRAT THE WALLS AND THE CEILING PLEASE THIS TO MUCNH
Regards,

Review: I bought a Bedroom set along with some other items on June 2013 from this store, recently out of no where while I & my wife sleeping one side of the bed fall off. we find out that the rails has splits apart. I called the store the next morning which happened to be Saturday and explain to who I spoke with the issue, he said he will look into that and call me back in an hour ... he never called so I called back and spoke with someone else who has no idea about my issue and I had to explain it again ... same thing as the 1st one he didn't care but at least he told me that this issue will need the customer service to handle and he will will let them know on Monday and they will call me ..... again no one calls ... so I called Monday and I spoke with the customer service lady works there called Miss * and I explain to her again what the issue is and I explain to her the situation that I & my wife are sleeping on the floor.... she asked me to send her pictures showing the damage which I did and per my request she replaied back so I know they got the pictures and I waited to hear from them

week passed and I didn't hear from them so I called again and I this time I had to remind her with the issue ( she forgot it ), and the same answer every time I hear give me couple of days and I will get everything fixed.

2 days passed I didn't hear from them I called again then she told me she will send to the manufacture of the bedroom that email I send them week ago and lets wait again (i don't know why they didn't send it before !! ) ... I told I will be calling back on Monday to check

called again next Monday and all she said to me ( the manufacture didn't response ) to her Messages or emails !!!

I asked her to give me their info so I can contact them .... she refuse !! she told me give them 2 more days

today I called her and same response ..no hear from the manufacture .. I fed up and I told her that this issue must be resolved ASAP she call me nasty and hang up twiceDesired Settlement: I wish I can return that bedroom and have my money back

Apologize from Customer Service Rep Called Miss * for calling me nasty and hang up the phone twice