Warehouse Home Furnishings

Mrs [redacted] answer this question pleaseIf you were so upset over receiving what you call a “floor model”; why did you not contact me the minute this sofa was delivered? Instead you waited for more than days to say a word about being upsetOnly after we delivered the loveseat on May 14th did I hear anything about this matterIn fact I spoke to Mrs [redacted] on the 13th of May to set up delivery of the loveseat on the 14thMrs [redacted] said nothing of her problem with the sofaAgain on May 14th I spoke with her regarding the time of deliveryShe said nothing about a problem with the sofa? Normally if a person has a problem with an item or service they contact the business immediately, or say within a reasonable amount of time; 24-hoursI heard nothingHmmmI wonder why? I have offered a $dollar discount as a “goodwill” gestureLegally, I do not have to do thisClearly as stated in our “policies” pages, if there is a problem after delivery the customer has hours to respondShe took days At this point there are two optionsThe first I send the $“goodwill” gesture to Mrs***By cashing the check it ends this matterSecond option we settle this in a court of lawI will at that time bring forth a countersuit Thank You Best Regards, [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
*** ***
I took your word that it was not a floor modelYou told me you were ordering me a NEW sofa and loveseatUntil the loveseat came to my house without any tags, I put it together that you indeed gave me the sofa on the floor that I did not wantWhen I asked you if you sent me the floor model you did in fact admit that you did and you got extremely defensive about itI made myself very clear that I did not want a floor modelThat is what you gave meYou hung up on me times when I did not raise my voice,, I was patient when you were defensiveYou told me you would order me a NEW couch but it would be on your terms, Then you took that back and offered me the insulting $back
I was clearly trying to troubleshoot why you gave me a product that I did not want in the first placeYou asked me if I wanted the floor model the FIRST day that I looked at the furnitureI said NO I DONT!!! You told me that my couch was INNot that you were giving me the one on the floor
You run a poor businessYour communication with customers is at an all time lowI deserve more then a insulting $offI deserve at least $in returnThat is being generous on MY part

Mrs. [redacted] answer this question please. If you were so upset over receiving what you call a “floor model”; why did you not contact me the minute this sofa was delivered? Instead you waited for more than 12 days to say a word about being upset. Only after we delivered the loveseat on May 14th did I hear anything about this matter. In fact I spoke to Mrs. [redacted] on the 13th of May to set up delivery of the loveseat on the 14th. Mrs. [redacted] said nothing of her problem with the sofa. Again on May 14th I spoke with her regarding the time of delivery. She said nothing about a problem with the sofa? Normally if a person has a problem with an item or service they contact the business immediately, or say within a reasonable amount of time; 24-48 hours. I heard nothing. Hmmm... I wonder why?
 
     I have offered a $25 dollar discount as a “goodwill” gesture. Legally, I do not have to do this. Clearly as stated in our “policies” pages, if there is a problem after delivery the customer has 48 hours to respond. She took 13 days.
 
     At this point there are two options. The first I send the $25 “goodwill” gesture to Mrs. [redacted]. By cashing the check it ends this matter. Second option we settle this in a court of law. I will at that time bring forth a countersuit.
 
Thank You.
 
Best Regards,
 
[redacted]

I am writing in response to ID #[redacted].
On 4/11/2014 I
received a call from Mrs. [redacted]; she was on our internet web site and she
wanting to order a sofa & loveseat, the Knockout Redwood Durablend series.
She also wanted to know if it has a...

matching Recliner. I looked it up and it
did have a matching recliner available. She ordered the Knockout Redwood
Durablend sofa & loveseat over the phone by credit card (receipt attached).
She called back awhile later and added the matching recliner to the order (receipt
attached). I stated I would call her to arrange delivery when all pieces were
in. Mrs. [redacted] stated she had to sell her current furniture in the meantime.
On April 23rd
2014, Mrs [redacted] physically came into my store and cancelled her original order
for the “Knockout Redwood Durablend sofa, loveseat & recliner. (receipts
attached). She stated her husband didn’t want her to spend that much money. So,
she switched her order to the Robinsway Durablend sofa & loveseat (receipt
attached). I did not have loveseat in stock. The loveseat availability was
showing Sunday May 11th. My truck delivers to my store on Tuesday,
May 13th. I said we could deliver both pieces on the 14th
of May. Mrs. [redacted] stated it was not a problem.
On the week of
April 28th I received a call from Mrs. [redacted] asking when her
furniture would be delivered as she sold her furniture and needed something to
sit on. I stated I could bring the sofa but the loveseat wasn’t in until the 13th.
She said “bring the sofa”.  I had the
sofa on the floor which is a Brand New, fully warranted item. The main selling
point for my small business is that the customer can pick up or arrange
delivery of our “new” furniture same day if they want, as long as I have it in
stock at my location. I have operated this way since I started in October of
2012.
As per Mrs.
[redacted]’s customer notes in the computer, her sofa was delivered on May 1st
2014. I did not hear from or have any contact with Mrs. [redacted] until May 13th
when I called to inform her loveseat was in and we could deliver Wednesday, May
14th. I received no indication from her on this call she was unhappy
with her sofa which she was using all this time.  On May 14th  I called Mrs. [redacted] to inform her we would
deliver her loveseat between 11am-12 noon. She said she would not be there; but
we could set the sofa inside the living room. We did delivery the loveseat
approximately 11:30 am.
We were on our
next delivery about an hour later and I received a call from Mrs. [redacted] on my
cell phone. She asked if the sofa which was delivered the 1st of May
was the sofa I had in stock as it had a price tag attached. I said “yes”, “remember
you called and said you sold your other furniture?” Also, that you needed
something to sit on? I stated I could bring the sofa but loveseat would not be
available for delivery until the 14th. Mrs. [redacted] then proceeded to
tell me that she didn’t want a “used” sofa. I stated it was a Brand New sofa,
with a full warranty. She proceeded to tell me over and over how this was not
right etc… I apologized many times and said I would call her when I returned to
the store. She began to speak about getting a lawyer to sue me and so on. I
said “go ahead” and hung up the phone as I was in the middle of a delivery. She
then called me 3 times more immediately after this. I did not answer as I
needed to finish the current delivery.
I returned to my
store about 40 minutes later. I received a call as I walked in the door from
Mrs. [redacted]. I spoke with her and she again told me over and over again how she
felt she was “scammed” and I needed to make this right. I asked why she did not
contact me to complain when the sofa was delivered on May 1st ? I
got no response to that question. I stated she received Brand New, fully
factory warranted; sofa & loveseat just as ordered. She kept stating I
needed to do something to “take care of this”. I asked her what she was implying?
I asked do you want me to pay you or something? She said “yes”, I said “you
know what? I’ll give you a $25 (dollar) discount just to make you feel happy.”
She stated $25(dollars) was an insult! She wanted more than that!” I asked her
again if she wanted the $25(dollars) or not, she said “yes, send it then”. That
was on May 14th, as per our corporate policy it takes a minimum of
10 days for a check to be issued. Frankly, I feel like I am being extorted; but
I will issue the $25(dollar) check as I agreed to do.
If you have any
more questions or concerns; please feel free to contact me. I will issue the
check and consider this matter closed unless I hear otherwise; at which time I
will turn this matter over to our legal team.
Thank You.
Best Regards,
[redacted]
DBA: Warehouse Home Furnishings
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted] was not polite to me when I confronted him about this issue. In fact, he hung up on me and raised his voice several times. That's why I called back. I wanted to resolve this issue. I kept asking him if this is how he treats his customers. He clearly does not have his facts straight!!
I told him several times that I wanted a new model, not one off the floor. He said he was ordering me a new couch and loveseat!! If I would have known that this was a floor model, I would not have taken it. If this is how he scams his costumers......and delivers poor customer service, then he will be out of business shortly. I have been in customer service for many years! Never have I treated a customer the way how he treated me. Nor, have I lied to them about a product that they wanted and gave them something that they did not want.
This couch was a floor model that I did not want!!!!!!! He was not up front and honest with me about it. He said that my couch was in that he ordered!~ How did I end up with a floor model??? He said he would not take it back cause me and me family have been sitting on it. I told him that this is how I felt about his customers sitting on it. I deserve a discount or the new couch that I ordered.