Venetian Furniture, Inc.

This letter is in response to the complaint filed by Mrs*** ***.Mrs*** purchased a 3-piece sectional from our store July 7, The customer did not purchase a year extended warranty guaranteeing the coverage of most of the problems she will have in the following monthsAt the time
of purchase, we reminded the customer that without the extended warranty, the manufacture will only cover defects from the factory itselfThe furniture was delivered and the customer signed signifying that the merchandise arrived in satisfactory conditionWithin a few months of usage, Mrs*** has reported several problems that is the cause of wear and tearVenetian Furniture was happy to send out a contracted technician to the customer’s home to fix the reported problems that she was having to insure the customer’s contentmentWe noticed that the customer was reporting many damages and decided to ask a contracted technician, what was the best way to resolve this issue and keep the customer happy? Warranties are limited to one year and regulated by manufactures (as stated in paragraph in our company policy contract)Even if we give the customer the name of the manufacture, they would not be able to assist the customer due to the long period of possessionIn 2014, the contracted service technician decided it was best to pick up the piece of the sectional that was having the reported problem and service it in his warehouse to insure everything is working smoothly; including making sure the recliners are working, touching up the worn leather from customer usage, and patch up the stressed stitching that was coming undoneWe delivered the sectional piece back to the customer on April 7, On the delivery slip, the customer has again, inspected the piece being delivered and signed in “satisfactory condition”At no point within the years of usage, did we decline the services to help Mrs***We continued to insure her satisfactory within the first year of ownershipWe reminded the customer that a service charge may apply for additional services on items not under warrantyIf Mrs*** *** was still interested in our services, we would be glad to assist her under company policy rules.Sincerely,Carol ChhoyengCustomer Service Department

This letter is in response to the complaint filed by Mrs*** ***Mrs*** purchased a 6-piece sectional from our store on February 15,Furniture was delivered to their home in Manteca late March in satisfactory condition, and moved in April to Clovis, CAMrs*** stated that within
month of receiving her furniture, the sectional portion started to crack horriblyShe then contacted Venetian Furniture Gallery and was then advised to contact her extended warranty, which is MFSMFS denied her claim so we went ahead and sent out a technicianOur technician went to her home for service on May 12, Once our technician completed the inspection, he determined that in fact the complete cushion causing with seat for the wedge needed to be replacedOn May 28, the part was ordered from the manufacturer, however; part may take time due to product being importedAccording to *** (manufacturer) on August 18, 2015, it may take additional weeks fro the part to come inAs soon as part is received, we will schedule a technician to come out and replace the part for Mrs***Please understand that as much customer service we would like to do, things are not entirely controlled by Venetian Furniture Gallery but we are trying our best to expedite the process and service our customerIn conclusion, Mrs*** *** will hear from us in a few weeks to schedule serviceIn conclusion, Mrs*** *** will hear from us in a few weeks to schedule servicePlease do not hesitate to call us if you may have any further questions ###-###-####.Sincerely*** ***Customer Service Department

I am rejecting this
response because: The business was rude and even when my husband went to finally pick up the parts, because the business refused to deliver them due to their error, they couldn't find the parts and sent him awayThen they delivered themThey made us drive minutes out of our way for this serviceBoth the business and the warranty company were unwilling to provide good customer service, at their errors. I have spent over dollars at this company, on living room and bedroom sets, and planned on buying another bedroom setI will never buy from them againAdriana, the person who responded to the complaint, was very rude and refused to help the situation every time I talked to her

This letter is in response to the complaint filed by Mrs*** ***Mrs*** purchased a 6-piece sectional from our store on February 15,Furniture was delivered to their home in Manteca late March in satisfactory condition, and moved in April to Clovis, CAMrs*** stated that within
month of receiving her furniture, the sectional portion started to crack horriblyShe then contacted Venetian Furniture Gallery and was then advised to contact her extended warranty, which is MFSMFS denied her claim so we went ahead and sent out a technicianOur technician went to her home for service on May 12, Once our technician completed the inspection, he determined that in fact the complete cushion causing with seat for the wedge needed to be replacedOn May 28, the part was ordered from the manufacturer, however; part may take time due to product being importedAccording to *** (manufacturer) on August 18, 2015, it may take additional weeks fro the part to come inAs soon as part is received, we will schedule a technician to come out and replace the part for Mrs***Please understand that as much customer service we would like to do, things are not entirely controlled by Venetian Furniture Gallery but we are trying our best to expedite the process and service our customerIn conclusion, Mrs*** *** will hear from us in a few weeks to schedule serviceIn conclusion, Mrs*** *** will hear from us in a few weeks to schedule servicePlease do not hesitate to call us if you may have any further questions ###-###-####.Sincerely
*** ***
Customer Service Department

Dear *** ***/*** ***: Regarding Complaint #*** Dear Miss*** *** and Miss***, As you already know, all warranties are mandaded by factories*** *** is the biggest ***
manufacture in AmericaAt this time, *** authorizes us to proceed with the repair serviceWe do appoligize for the mishap, at this point we are more than happy to assist you in the gratification of your ***We are the middle man for both the factory and the customer, so please be patient as we proceed in the process of a satisfactory productPlease call us so that we can schedule an appointment for a technician to serve youPlease do not hesitate to call us at ###-###-####, if you may have any questions! Sincerely, *** *** *** ***

We offer warranty to all our customersIt is discussed several times within the purchase; once form the sales associate and again form the office clerks who finalize the paperworkVenetian Furniture includes a brochure of the warranty in every envelope that is given with the receipt and customer invoiceWithout an exception, we remind customers that they have a chance to change their mind and add on the year extended warranty before their merchandise is delivered or picked upThis is simply not something we fail to take notice ofIt is mentioned and recommended habitually.As mentioned previously, warranties are limited to one year and regulated by manufacturesVenetian Furniture will assist the customers in receiving attention in regarding warranty but will not be responsible for the manufactures decisionIn the case of Mrs***, we have contacted the factory each time a problem is reported and the manufacture had denied her reports due to the prime fact that it is not considered a “defect”It was in our courtesy to contact a contracted technician and pay for the extended fees to satisfy Mrs***Giving the customer the manufacture’s contact information will not be of any helpAs a customer from our retail store, the manufacture alone will not be able to help *** without contacting the merchantEach time a claim is reported, the factory needs detailed information; e.gstore merchant numbers, order numbers, order dates, serial numbers and more depending on the severity of the problemIt is a tedious process and we have tried our very best to help Mrs*** for her convenience.Mrs*** ***, again, we truly apologize for the dissatisfaction and we will try our best to assist you promptly under company policy rulesServing our customers is our top priority, please contact our office at (*** *** regarding any questions you may have about this case.Sincerely,*** ***Customer Service Department

Good morning, we were never offered a year warrantyI have a thread of emails and problems started within months of purchaseRegardless, they could have given me manufacturers contact with the ear of purchaseWith all the problems we had within months of purchase Venetian did not do their due diligence in advocating for their customerWe should have had a complete exchange of section since it started falling apart within months of purchaseMy last sectional from *** *** lasted me years with a family of 6. This sectional had only been used by just my husband and I since ate children are all grown and moved out. Thank you

WE RESOLOVED THE ISSUE BY USING THE SECOND WARRANTY COMPANY.IF YOU HAVE ANY OTHER QUESTIONS PLEASE DO NOT HESITATE TO CALL ME ANY TIME.THANK YOU,[redacted]VENETIAN FURNITURE2111MOFFAT BLVD.MANTECA CA 95336[redacted]

I am rejecting this response because:  As you can see from the thread of emails I sent you that I had contacted Venetian and also in emails I complained about them not returning phones calls.  This business is not stating the truth.  They are selling a product that doesn't last 6 months.  A reputable business would have advocated for the customer to just return the entire item.  Never in my life have I ever come across such dishonest people people.   Thank you,[redacted]

I am rejecting this response because:  As you can see from the thread of emails I sent you that I had contacted Venetian and also in emails I complained about them not returning phones calls.  This business is not stating the truth.  They are selling a product that doesn't last 6 months.  A reputable business would have advocated for the customer to just return the entire item.  Never in my life have I ever come across such dishonest people people.  
 
Thank you,
[redacted]

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.
I still don't agree with the charge of the delivery fees. They should inform consumers of the charge when it comes to their warranty policies upfront, But they did refund me my $59.00.
Sincerely,
[redacted]

This Letter is in response to the complaint filed by Ms [redacted], ID Number listed above. Ms. [redacted] purchased an [redacted] reclining sofa from our store on January 27, 2014. About 2 months after the sofa was delivered to Ms. [redacted]h [redacted], she contacted our office to state that one of the recliners kept getting stuck in the reclining position. We contacted the manufacturer with her claim, and scheduled the customer with a service technician to fix the problem. If Ms. [redacted] is experiencing another problem with her sofa we are more that happy to contact the manufacturer again with her claim, however we must abide by the contract that Ms [redacted] signed (please refer to the attached sales invoice [redacted]). Our store policy states that all sales are considered final at the time the contract is signed, and warranties are regulated not by Venetian Furniture, but by the manufacturer, in this case [redacted] furniture. At this point, [redacted] will not give us the authorization to return this product due to the fact that during their investigation they found this problem to be repairable. Again, we are more than willing to contact the manufacturer for another service authorization, but if this is unacceptable to Ms. [redacted], we are willing to allow her to come into our store and reselect to a different sofa of her choosing. Perhaps she will find that a sofa made by a different manufacturer will better suit her needs. We pride ourselves on serving our customers, and we are more than happy to assist Ms. [redacted] become satisfied with her purchase. Please feel free to contact our office at ###-###-#### with any questions you may have regarding this case.

Revdex.com:
I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.

In regarding to the recent complaint made against us, We take claims of defective products quite seriously, especially any that have the potential to be dangerous. We are, however, a small company without the manpower to perform same-day pick up or repair. While we were unable to divert our...

delivery personnel, we pulled our service technician from his other duties to go and inspect the piece after the clam had been made that the dresser has toppled.  Our service technician inspected the piece the day after the delivery and his report was that the customer’s floor was uneven. When he placed the dresser in a different location, there was no wobble and it was completely stable. This model of dresser has locks in the drawer gliding mechanism to prevent them from falling out; the technician reports that these locks were still fully functional. In short: the product is not defective and we made every effort to aid our customer. What remains in question is the matter of returning the unwanted dresser, which we have decided to permit. If our customer had simply told us from the start that they did not want this dresser, we would not have hesitated to give them only the piece they actually wanted.  After a delivery had been made and a service had been performed, we still needed to schedule another truck to go to the customer’s home to pick up the dresser for return. This process takes time, both to schedule and to perform. We are perfectly willing to work with our customer, and indeed are still in the process of doing so, we simply ask that we are given the time to do our work. At this time, we have picked up the dresser from the customer’s home and credit has been issued. Please do not hesitate to call us at (209) 824-8800 if you may have any question. Again we would like to take this opportunity to thanks Revdex.com for acting as mediation help between Customer and us. Sincerely yours, Office Manager

This letter is in response to the complaint filed by Mr. [redacted] Mr. [redacted] purchased a 5-piece dining set with 2 extra armchairs and a matching china hutch from our store on June 12, 2014. This was an elegant dining set of high quality, and had a distressed look.
Mr. [redacted] picked up...

his merchandise on July 4th. 2014, and upon arrival, inspected each piece of furniture and then signing paperwork stating that he received his furniture in satisfactory condition, and he proceeded to take his merchandise home with him. Mr. [redacted] and his wife then contacted our office later to state that they received the "wrong table", that the table they received was not the same table that was displayed on our showroom and there were also "scratches" on the table. We took this matter very seriously, and we informed them that
it was impossible for the table to be the wrong one, and stated that we would send a professional Technician to Mr. [redacted]'s home to restore any flaws Mr. [redacted] was concerned about to mint condition state. Mr. [redacted] agreed to have a technician sent to his home, and the service was scheduled July 14, 2014. We sent the Technician all the way to Mr. [redacted]'s home in Union City over an hour away, and upon his arrival, Mr. [redacted] refused to let the Technician enter his home. We let Mr. [redacted] know that everything he was concerned about could be corrected, but Mr. [redacted] would not allow our Technician to complete the job. Mr. [redacted] insisted again that he was concerned that he received the "wrong table" so we invited Mr. [redacted] back to our showroom to check see our showroom to check see that they in fact received the correct items. Mr. Mrs. [redacted] did come back to our store and upon investigating our showroom, admitted they did receive the same set that was displayed on our showroom floor. Mr. and Mrs. [redacted] then insisted on taking our floor sample to exchange with the set at their home. We agreed in order to satisfy this customer, and had Mr. [redacted] sign the paperwork indicating he requested our floor sample, and we scheduled the delivery and exchange for July 27, 2014.
Upon the delivery, Mr. [redacted] refused to accept the merchandise and giving no reasonable explanation, demanded a full refund. We offered to have Mr. [redacted] reselect to another set, and he refused. We let Mr. [redacted] know that we must abide to our store policy that he signed at the time of the sale, and we are willing to allow them to choose another set, but a refund was not possible, and Mr. [redacted] was fully aware of this when he signed the contract(Please refer the the attached sales invoice [redacted]). If this customer truly wants to cancel, then we would be happy to refund him, but as stated in the store policy, we would assess a 25% fee for any and all cancellations. Serving our customers is our top priority, and we feel we have done our best to assist this customer. It has cost our store a lot, and we hope that Mr. [redacted] is able to make a final decision on this matter. Mr. [redacted] is welcome back to our store once his decision is made. Please contact our office at ###-###-#### regarding any questions you may have about this case.

This letter is in regards to the complaint filed by Mr. [redacted], ID number listed above. As stated by Mr. [redacted] we exchanged the mattress out for him two times and also allowed him to upgrade to a mattress of his convenience without any trouble. In which he was satisfied with. This is all allowed...

under warranty but warranty for manufacture's does not include any type of transportation or delivery fee expense. Therefore we must charge this fee to recoup our expenses. Even though $59 dollars does recoup enough for business expenses, it partially helps with delivery expenses like gas and manpower.
As courtesy of our customer service, this time we will refund $59 back to Mr. [redacted], but for future reference we will not be able to help Mr. [redacted] on the delivery fee issues. Please have Mr. [redacted] come into the store with his receipt to get his refund of $59. Again, we would like to take this opportunity to say thank you to Revdex.com, [redacted], and Mr. [redacted] for helping us to resolve this matter.

This letter is in response to the complaint filed by Mrs. [redacted].
Mrs. [redacted] purchased a...

3-piece sectional from our store July 7, 20113. The customer did not purchase a 5 year extended warranty guaranteeing the coverage of most of the problems she will have in the following months. At the time of purchase, we reminded the customer that without the extended warranty, the manufacture will only cover defects from the factory itself. The furniture was delivered and the customer signed signifying that the merchandise arrived in satisfactory condition. Within a few months of usage, Mrs. [redacted] has reported several problems that is the cause of wear and tear. Venetian Furniture was happy to send out a contracted technician to the customer’s home to fix the reported problems that she was having to insure the customer’s contentment. We noticed that the customer was reporting many damages and decided to ask a contracted technician, what was the best way to resolve this issue and keep the customer happy? Warranties are limited to one year and regulated by manufactures (as stated in paragraph 3 in our company policy contract). Even if we give the customer the name of the manufacture, they would not be able to assist the customer due to the long period of possession. In 2014, the contracted service technician decided it was best to pick up the piece of the sectional that was having the reported problem and service it in his warehouse to insure everything is working smoothly; including making sure the recliners are working, touching up the worn leather from customer usage, and patch up the stressed stitching that was coming undone. We delivered the sectional piece back to the customer on April 7, 2014. On the delivery slip, the customer has again, inspected the piece being delivered and signed in “satisfactory condition”. At no point within the years of usage, did we decline the services to help Mrs. [redacted]. We continued to insure her satisfactory within the first year of ownership. We reminded the customer that a service charge may apply for additional services on items not under warranty. If Mrs. [redacted] was still interested in our services, we would be glad to assist her under company policy rules.Sincerely,
Carol Chhoyeng
Customer Service Department

I am rejecting this response because: As I most certainly explained clearly to both Revdex.com and Venetian Furniture, having the furniture repaired at this point is a very small part of what I am seeking. My basic complaint is that I have decided that because of the fact the furniture has broke down already twice in the first three months of having it and the available customer service for repair is unaccepable, I want to return the furniture for a full refund. Note: Since I purchased this $1900.00 item I have by far been sitting on a broken piece of furniture more than I have enjoyed a piece in good working order.  Which brings us to fact that Venetian Furnitures no refund policy has no legal merritt. Each time I call them requesting a refund, they give me a different reason as to why they will not refund my money. Also, their purchase contract does not conatin any language that stipulates a reason I can not be refunded. The bottom line is this furniture is not a quality investment. It is not reasonable to expect me to live with a piece of furniture that is constantly going to be broken down and needing repairs. I want a full refund. I'm asking the Revdex.com to inform me of my legal rights and possible recourse for the ridiculous practices of Venetian Furniture. Any further information or statements needed from me, please contact me.
Thank you,
[redacted]

We offer warranty to all our customers. It is discussed several times within the purchase; once form the sales associate and again form the office clerks who finalize the paperwork. Venetian Furniture includes a brochure of the warranty in every envelope that is given with the receipt and customer invoice. Without an exception, we remind customers that they have a chance to change their mind and add on the 5 year extended warranty before their merchandise is delivered or picked up. This is simply not something we fail to take notice of. It is mentioned and recommended habitually.
As mentioned previously, warranties are limited to one year and regulated by manufactures. Venetian Furniture will assist the customers in receiving attention in regarding warranty but will not be responsible for the manufactures decision. In the case of Mrs. [redacted], we have contacted the factory each time a problem is reported and the manufacture had denied her reports due to the prime fact that it is not considered a “defect”. It was in our courtesy to contact a contracted technician and pay for the extended fees to satisfy Mrs. [redacted]. Giving the customer the manufacture’s contact information will not be of any help. As a customer from our retail store, the manufacture alone will not be able to help [redacted] without contacting the merchant. Each time a claim is reported, the factory needs detailed information; e.g. store merchant numbers, order numbers, order dates, serial numbers and more depending on the severity of the problem. It is a tedious process and we have tried our very best to help Mrs. [redacted] for her convenience.
Mrs. [redacted], again, we truly apologize for the dissatisfaction and we will try our best to assist you promptly under company policy rules. Serving our customers is our top priority, please contact our office at ([redacted] regarding any questions you may have about this case.
Sincerely,
[redacted]
Customer Service Department

In regarding to the recent complaint made against us, We take claims of defective products quite seriously, especially any that have the potential to be dangerous. We are, however, a small company without the manpower to perform same-day pick up or repair. While we were unable to divert our delivery...

personnel, we pulled our service technician from his other duties to go and inspect the piece after the clam had been made that the dresser has toppled.  Our service technician inspected the piece the day after the delivery and his report was that the customer’s floor was uneven. When he placed the dresser in a different location, there was no wobble and it was completely stable. This model of dresser has locks in the drawer gliding mechanism to prevent them from falling out; the technician reports that these locks were still fully functional. In short: the product is not defective and we made every effort to aid our customer. What remains in question is the matter of returning the unwanted dresser, which we have decided to permit. If our customer had simply told us from the start that they did not want this dresser, we would not have hesitated to give them only the piece they actually wanted.  After a delivery had been made and a service had been performed, we still needed to schedule another truck to go to the customer’s home to pick up the dresser for return. This process takes time, both to schedule and to perform. We are perfectly willing to work with our customer, and indeed are still in the process of doing so, we simply ask that we are given the time to do our work. At this time, we have picked up the dresser from the customer’s home and credit has been issued. Please do not hesitate to call us at (209) 824-8800 if you may have any question. Again we would like to take this opportunity to thanks Revdex.com for acting as mediation help between Customer and us. Sincerely yours, Office Manager