Western Heritage Furniture

I have reviewed the response made by the business in reference to complaint ID [redacted], and agree with everything said except for one thing, which concerns my dealings with [redacted].  After conversing with that business's representative, [redacted], by telephone I offered to cover part of the extra shipping cost incurred by him due to the erroneous initial price he quoted me.  He mailed me a check for $110, which was half the amount I paid [redacted], yesterday and I intend to deposit it today.  Barring any further issues with the check, this resolution has been resolved to my satisfaction.  Let me reiterate at this point that Western Heritage Furniture makes a quality product and I am very happy with my desk.  At this point I consider this complaint resolved.

Regards,

Ms. [redacted] purchased a desk from [redacted], LLC. in Jerome, Arizona.  The desk was manufactured by Western Heritage Furniture, and was purchased by [redacted] for resale several years ago.  [redacted] has not been an active Western Heritage Furniture account for a few years, but we...

remain on friendly terms and occasionally ship items for them.  This was the capacity that WHF was acting in the case of Ms. [redacted]. 

[redacted] had called and asked for a quote to crate and ship the desk to a residence.  We quoted them, and they got the sale.  WHF promptly picked up the desk and crated it.  There was no shipping information given at the time of pickup (to who and where it was going), which did cause a delay in getting the desk sent out.  When I first received a message from Ms. [redacted], we promptly contacted [redacted] for the information, arranged for a pickup the next day, and called Ms. [redacted] to let her know that it would arrive at her home in 5 days (the call was made on a Wednesday afternoon, and she was advised that it would arrive on Monday).

Ms. [redacted] was satisfied with this, and I advised her to make sure she had some help.  When we ship furniture to a residence, we make sure that the customer knows that the item will come crated, and that the driver will only drop the crate off at the curb.  She then explained that she had a broken arm, and no help available to her.  Despite the fact that she was not my customer, and all of the arrangements and paperwork had already been made, I offered to help find a company in her area that would receive, unpack, inspect, and deliver the desk into her home.  The desk is quite large, and I felt bad that this had not been arranged at the time of sale by [redacted].  I made several calls until I found a company that would receive and deliver the desk to her home the same day that it would arrive.  I rewrote all of the paperwork and received a new shipping quote for significantly less than the original.  Shipping to a business is always less than shipping to a residence. 

I called Ms. [redacted] back in the morning when all of the arrangements were made.  I explained that she should pay the movers out of pocket, and that I would bill [redacted] the lesser amount, and that they should refund the difference.  In the end, she would end up paying the same amount.   This was agreeable to her, and so it was set.

I received a call from her a few weeks later asking about her refund.  I let her know that I had not received the bill from the shipment, and therefore had not billed [redacted] yet.  I also advised her that because her financial transaction was with [redacted], she would need to be in contact with them about the refund.  When the bill arrived a few days later, we promptly billed [redacted], for $230 less than the original quote.  Ms. [redacted] was looking for $220 back on the freight, so this seemed like it should not be a problem for [redacted] to adjust her freight charges. 

I received another call from her two weeks later.  She was upset at not having received her refund.  I tried to explain to her that her financial transaction was not with WHF, but with [redacted], and they are the ones who would have to issue her a refund.  I was transparent with her in all regards of this situation, probably to a fault.  I told her that the best I could do was call the owner of [redacted] and ask him to call her about this situation.  I immediately called the owner of [redacted], explained the situation, reminded him of the difference in the freight billing, and the fact that if a customer requires white glove delivery, that needs to be arranged by [redacted] at the time of sale.  He said that he would call her, and that is the last I had heard of anything until I received a Revdex.com complaint against Western Heritage Furniture in regards to this situation.

[redacted] initially did not want to refund her the money, but has now sent her a check/given her a credit for $220.

WHF hopes that Ms. [redacted] is happy with this situation, and that she enjoys her desk for many years to come.