Wolf Furniture Ent., Inc.

I bought several pieces of furniture from Wolf's Furniture store in Frederick MD on February 13, 2017, including a Smith Brothers leather chair for $1,475 (item number 12525358). The total cost for all this furniture was $3545 (Invoice G20147-0). When I bought the leather chair the salesman, Steve Ellis, worked hard with me to pick out the "right" type of leather that would wear well and is the most protected since I made it known that I need a leather chair that I can use on a daily basis and I have cats so I need the most durable and tough type of leather (which he said was Pigmented). Let me also state that over the years I have purchased thousands of dollars worth of furniture from this store and from this salesman. In addition, my sister, niece, and nephew buy all their furniture from this store and salesman so this company has made a LOT of money from me and my family.
The furniture, including the leather chair, was delivered to my condo on April 12, 2017, and within two days I noticed many snags, scratches, tears, etc on this new leather chair. I have owned leather chairs all my adult life and the last chair I had for over 15 years and NEVER had I had this problem with any of my leather pieces. I contacted Wolf's on April 14 (two days after delivery) and spoke with Steve Ellis explaining that the chair must be poorly made and "defective" because the chair has all these scratches, tears, and rips on it within two days, and to make matters worst, the leather and the fabric underneath the leather is so poorly made that any marks on the chair show through to an almost white color fabric. The chair is a dark brown leather but the fabric underneath is a light color so you see these light color marks on the entire chair. Again, I have owned leather chairs all my life and EVERY leather piece I have ever owned has the leather dyed the same color as the fabric underneath so when/if any marks appear on the chair they are not visible. Steve agreed with me that this is not correct and this should not happen and something is wrong with the chair and assured me that Wolf's will take car of this for me.
He instructed me to contact their customer service department, which I did on April 15 (3 days after receiving the chair), and I sent many photos of the defects which showed all the marks and rips with all the white showing and they sent a rep out to my place on April 27. The rep, named Bruce, saw that I have a cat, and immediately said it is no fault of theirs and the cat caused all the marks on the chair and there is nothing they can do for me Mind you, I had the chair just 2 days before all these marks appeared on the chair and within that time frame my cat never went near the chair. In addition, I have had cats all my life and as I stated leather furniture all my life and NEVER had I had this problem with "white" showing through on the leather. I tried to explain to him that my biggest concern was not necessarily the marks (this did bother me and shows just how cheaply made the leather is on this EXPENSIVE chair) but the fact that white shows through on every mark and this is a defect because all leather chairs should and do have the same color leather dye as the fabric dye underneath preventing every mark from showing. As proof, I ordered leather samples from two different stores from their leather chairs (which I have here for proof) and EVERY leather sample from these stores have the same color on the leather and same color on the fabric underneath.
We all know that the oldest and sleaziest trick in the book for unreputable furniture stores is to claim that the furniture is fine and damage was caused by either kids or animals. Shame on you for trying this trick on me as it is so untrue.
I spoke with Steve Ellis on April 29 explaining what Bruce the rep told me and Steve agreed with me and said that is a defect in this chair and for me not to worry about it that Wolf's will take care of this for me and there is no reason that the leather on this chair should rip and scratch so easily and worst yet no reason that the fabric underneath should be a different light color that shows through so easily. Again, Steve assured me he would take care of this for me and Wolf's will resolve this matter to my satisfaction, which honestly only has two viable options; provide me with a leather chair that is made correctly and has same color leather as the fabric underneath, OR refund me fully the money I paid for this defective chair (so I can go to a reputable furniture company and buy their leather chair that has stronger and better made leather on the top layer and same color as the leather on the fabric underneath).
On May 10, 2017, Wolf's calls me to tell me there is nothing they can do and it is all my cat fault for my chairs scratches, rips, and tears. PERIOD! Are you kidding me! After all the years that I and my family have purchased furniture from this store this is the response I get ! I demand a resolution that I can be happy with and get lost is not an option. I will accept one of two resolutions ONLY; either make and deliver to me another leather chair of my choosing made properly with same dye color for the leather and fabric underneath, OR a complete refund of all monies spent on this chair (which was $1474) with a complete credit to my credit card used for this purchase and of course free pick up of this defective chair.

Review: I ordered a dining table, 6 chairs, a buffet table, and a book shelf from Wolf Furniture in [redacted] on 11/3/13. I was charged the required non-refundable payment for the order on 11/3/13 and paid it on my credit card that same month. The sales purchase order stated ~ 6 weeks to deliver order. Wolf Furniture salesman [redacted] wrote down the estimated delivery time of ~ 6 weeks on the sales order that we both signed. I received an update (correction) after waiting 8 weeks (late December) that the order will actually take ~ 12 weeks to deliver. I waited again until late January... still no order or update from Wolf Furniture. I emailed the salesman and he stated that the order would be in on February 5th (give or take a few days for the weather). I again waited... still no order or update on why it was late. I tried emailing the salesman multiple times for an update and received no response. I then called the Wolf Furniture store in [redacted] today (2/20/14) and was informed that the salesman no longer worked at that store. The customer service representative informed me that they did not know when my order would be in for sure (maybe in the next few weeks) and that there was no salesman assigned to my order to track it or provide me updates. The customer service representative was very curt and only seemed concerned with getting me off the phone as soon as possible with no more information then what I had a months ago. I have currently waited over 3 months for on order that was originally sold to me as a 6 week delivery estimate.Desired Settlement: No more delay in waiting for my order to be delivered. Wolf Furniture to provide actual delivery date, maintain it, and deliver the furniture.

Business

Response:

RE: Ticket number [redacted], Customer Complaint

Good afternoon,

I looked into this order and it seems that the merchandise is here. We have contacted the customer, apologized for the frustration, are sending him a gift certificate for $100, and scheduled him for delivery on 2/27/14. The customer placed a Special Order with us on 11/3/13 and was quoted 6-8 weeks as an Estimasted Time of Arrival. We do not manufacture the furniture in house, we order it through the vendor and unfortunately this was back ordered and ordered from over seas via container. The customer was updated on this information a few times with the last one being on 1/20/14. This should be all resolved as of today, 2/21/14.

Please feel free to contact me should you have any further questions or concerns.

Regards,

Wolf Furniture Leesburg

General Manager

###-###-####

Review: Okay I normally don't do this but I am so frustrated!! Before any of you think about buying furniture from WOLF'S FURNITURE listen to this. My husband and I bought ourselves a new bed for our new house. We originally said we would move in when we got our bed. Good thing we didn't wait. We ordered the bed in February, however they didn't put our order in until February 21. Okay...they told us it would take 4-6 weeks to come in. Okay. It was mid March and I hadn't heard any updates so I decided to call. They told me they'd look into it and never responded back. So I called the next week. Same thing - said they'd look into and call me back - nothing. So I posted something on their corporate site. My husband got a call 20 min later saying that our bed was in the warehouse. We had to wait until the warehouse had a full load before it would ship to us. Now it's the beginning - mid April and still have heard NOTHING. I called again. They said that it was coming. Next week still nothing so I called and they said they'd call back. They called [redacted] and told him that actually our bed was never even manufactured! BUT that we would definitely have it by the end of April. April 30th rolls around and I have heard nothing. That evening they call and say it will be here next week. By this point we were fed up so we complained and he said he'd give us free delivery. Wolf's furniture is literally 2 miles from my house. So we get a call today and are so excited thinking our bed is coming. They said "we have your bed now let's schedule a delivery time. Earliest time we have is next Wed. or Sat." ARE YOU JOKING!? I have a call in to the manager now....nothing has been done yet.Desired Settlement: I'm not sure what I want. I have heard bad things about Wolf's ever since I have told people my story and I don't think it is right. I want people to know. I also want my bed and I believe I am due for a discount at least.

Business

Response:

Customer has been contacted and item delivered and installed in their home on 5/10/14 at 12:30pm. Customer has been compensated $100 for the length of time it took to get the product and not being contacted with updates during the wait time. Customer satisfied with this solution, no further action needed at this time.

Review: On Sunday July 14, 2013 I visited the Wolf Furniture in [redacted] PA. I asked for price for a bunk bed collection. I was given a price of $1183 on the back of her business card. I asked 2 times if this was the price for the 3 pieces I was interested in. She said that it was for all 3 pieces and said there was a sale to start Monday July 15, 2013. I returned July 15, 2013 to see the same salesperson and she wrote up the sales agreement with the same information as presented to me the day before. The sales agreement states the 3 pieces that I wanted for $1183, delivery for $99.95, and sales tax. The total of the sales agreement is $1360.30. Before leaving the store I asked our salesperson to verify that this is for the 3 pieces and she said yes. After paying for and signing the agreement my 4 year old daughter and I left the store happy. The next day (July 16, 2013) I received a phone call from our salesperson. She stated that she quoted the wrong price, that the price was for only 1 piece and not the 3 pieces as stated on the agreement. She informed me the price was now $2500.00. I stated I was not paying that and I would no longer be a customer of wolf furniture. The salesperson asked me why I said that and I informed her of our previous negative experience. The salesperson told me she would call me back after talking to a manager. An hour later she called back and said she would lower the price $600 but I still had to pay an additional $600. I told her I wasn't paying more that the quoted price on our sales agreement and she told me if I didn't pay the new amount she was going to cancel the order. I again declined to pay more for what I was already quoted. She told me the order is now cancelled.Desired Settlement: I want the 3 piece bunk bed collection I ordered for the price I was quoted and the sales agreement states. In a nut shell, I want what I ordered a paid for.

Business

Response:

our [redacted] manager confirmed today that we would honor the erroroneous price quoted. regards doug

Consumer

Response:

[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.]

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,

Review: My wife has spinal stenosis and gets some relief from the recliner. The chair stopped working do to inproper installation where the one wire rubbed when the chair operated causing it to short, stopping all movement. When reported to Wolfs ther were mainly concerened about payment for repairs as they indicated it was no longer under warrenty. Repair time is 13 days at least. We feel this is to long and then there is no assurance the repair will be completedDesired Settlement: Have a quicker response for service and complete the repair and a written warrenty.

Business

Response:

I believe that the complaint had been resolved by the time we received the your request. That is why there was no response. Our apology. doug W[redacted]

Consumer

Response:

[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.]

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,

Edward Shank

Mike the service man was excellent. I wish we had been told that there was a "back-up" compartment for the chair, then we would not have had to call for help getting my wife off the floor.

Review: I purchased a loveseat from Wolf Furniture in Leesburg, VA on Dec. 19, 2014. I paid $550 for the loveseat (not counting an additional fabric protection plan that I added). Before coming to Wolf, I checked online to see if they would deliver to my zipcode - 20007 (it's a DC zipcode but right on the Potomac, less than 10 minutes from Northern Virginia). The Wolf Furniture website told me at the time that "Yes, we deliver to your area." (I have a screenshot that would provide proof of this if necessary.) Upon arrival, I was told that delivery would be $69. Upon deciding on a loveseat and getting halfway through the purchase, I was told by a manager of the store that Wolf did NOT deliver to DC at all. I mentioned their website and the manager - in addition to other employees there at the time - seemed puzzled by this. But, he reiterated that Wolf could not deliver to my apartment and that my only options were to pick it up from the store myself or contract with an outside delivery agent. I inquired at the time about the price of contracting an outside delivery agent, explaining that I didn't want to end up paying 1/3 (or higher) of my loveseat price for an outside contract, and the manager, although saying that he did not know what the cost would be, assured me that it should not be much more than Wolf's price of $69. The day after Christmas, I was contacted by my associate who told me that, contrary to what they told me before, they COULD deliver to DC - for $200. Having by then talked to the outside delivery agent, I turned down this offer. I ended up having to pay $150 to the outside delivery agent, plus the $25 transfer fee from Wolf, which means that I paid, in total, $175 for delivery - 30% of my loveseat's purchase price. (In addition, I was told that the "perk" of the $200 price was that it covered 1 year of in-home service for manufacturer's defects - which I was previously told came with the couch, so I do not understand how that "perk" justifies a 3x increase in delivery price.) I am very unhappy with the way this played out - I love my new loveseat, my associate the day of purchase was great, and the outside delivery agent was also great, but I cannot be happy knowing that I paid 30% of my purchase price to ship a couch that I had previously been told WOULD ship to my area for $69 and then would NOT ship to my area at all and then WOULD ship to my area, but only for 3x more money. My fiancee has purchased from Wolf before and has never had any such issues with the company - it was on her recommendation that I purchased this loveseat from the company, but I am left sorely disappointed in what I perceive to be a maelstrom of misrepresented advertising and website glitches that ended up costing me much more money than I was ever intending to spend. I am requesting a partial credit back on my Wolf credit card to reflect the difference in prices.Desired Settlement: I am requesting a $106 credit back on my Wolf credit card that I used to purchase the loveseat. This reflects the difference in prices between what I was initially promised ($69) and what I ended up paying ($175 - $25 to Wolf directly and $150 to an outside delivery agent).

Business

Response:

This was an unfortunate case of misinformation and complicated schedules between the delivery company, our staff and the customer. We regret the hassle that this has caused them. we will be sending them a letter of apology and a $150 wolf gift certificate. sincerely Doug W[redacted]

Consumer

Response:

[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.]

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 had just filed my complaint when your store manager contacted me regarding this issue, and so I apologize for any duplication this may have caused. Thank you for the certificate, and we look forward to shopping at Wolf's again for our future furniture needs!

Regards,

Review: I have repeatedly requested that my phone number be removed from receiving solicitation messages from Wolf Furniture and [redacted] Wolf.

I do not want these solicitation calls. I've requested this in November 2013 through Wolf Customer Service in [redacted] and again in April 2014 through a personal visit to Wolf Furniture in [redacted].Desired Settlement: Remove my cell phone number from their advertising database. Stop calling me.

Business

Response:

We have provided the customers name to our contractor for removal. we also offer in the first few seconds of the message an opportunity for our consumer to " opt out " of this and any other calls. we regret that this form of invitation was not welcomed by the customer.

Consumer

Response:

[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.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Review: In January 2014, we purchased a new sectional from Wolf Furniture. We specifically requested durable fabric on numerous occasions because we have dogs. We talked about dogs with the sales person, our dogs, her dogs, etc. When selecting fabric for our sectional, the sales person assured us the fabric selected was durable. We received the sectional in February. The fabric selected snags on everything, including the dogs nails, my nails (which aren't very long), my wedding ring, etc. The fabric looks horrible. I called for some type of remediation, and they did not help.Desired Settlement: We want our sectional reupholstered by Wolf Furniture, or monetary compensation to have it reupholstered somewhere else.

Business

Response:

Dear Revdex.com, as you know, issues that involve 1 person saying what another person ' said" are always uncomfortable and inconclusive. The other complication to matters like this is what one person considers to be OK use and wear, differs dramatically to that of another. We see furniture that is 10 years old in homes with regular use by pets that looks as if it is new, and furniture in homes for a few months that appears to be utterly destroyed. The furnishings in question here were evaluated and photos supplied. Our staff , who has no financial interest in anything other than a satisfied client, determined that the areas of wear were clearly caused by pet damage. We are not in a position to challenge the customer about the behavior of their animals on the furnishings, but damage of this type , does not normally appear to be from the animal merely getting up on the furniture. We regret that we cannot satisfy this customer by taking financial responsibility for the type of use that the furnishings are receiving in their home. The product is not defective, and that is what we proudly warrant. We cannot assure and warrant for our customers, issues of personal comfort , nor can we control the; type of use and cleaning habits encountered in each individual home. Regards Doug W[redacted]

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because: Mr. Wolf is only addressing snags caused by our dogs. As explained, the damage due to the sectional

is not due to our dogs alone. My nails, wedding ring, etc. snags the

material. I assure you that I personally

do not jump around on the furniture.

Yes, our dogs get on the couch. They do not scratch or dig, etc. Their

nails are kept short not only to protect our furniture, but also our flooring.

Our prior couches lasted 3 dogs over 13 years without one snag, because the material was durable and not defective. Wolf Furniture’s sales person represented to

us that the material was durable.

Clearly, it is not. The material

is a weave. Even the manager, Denise, indicated this type of fabric does not

lend itself to pets. We know that now,

but relied upon Wolf Furniture’s sales person to provide us appropriate items

based upon our request. The sectional

itself is fine, comfortable and acceptable. The upholstery is not. They have

made it clear they do not value customer satisfaction. I do not want a new sectional. I want it

reupholstered or provided with reimbursement for same.

Regards,

Review: I purchased 2 expensive sofas from Wolf's Furniture in Feb 2014. Paid the full amount at time of purchase...over $4k for our Living Room furniture !! They did not have the exact sofa in their showroom, so the salesperson showed me what we purchased. (picture on left) We loved it ! After more than a month delay, we received our brand new sofas in May ( picture on right). [redacted] See any differences ?? A Wolf Furniture service tech was sent out to our home in May and agreed that the sofas are crap and would need to be reordered. Again we wait and wait for our new furniture. Then Wolf's furniture emails me and says they are not going to reorder the sofas since they cant guarantee the craftsmanship. Their solution is to refund my $$ and pickup the crap they delivered. Therefore, I contact [redacted] directly and there response is to send me back to Wolf's for a solution. End of story....after 6 months of waiting for our wonderful new sofa's, we are back looking for furniture again.They sell and sell and sell you on the product and then no one stands behind the product !!Desired Settlement: We want the sofas in the quality that was sold to us in Feb 2014. Wolf's has had my payment (in full) since Feb and has yet to provide the furniture I was sold.

Business

Response:

We certainly regret that we are in this situation with this customer. Our track record through over 70,000 customers annually is that over 97% would not only recommend us to a friend but also buy from us again, so as you can see we take our customer service seriously. It is certainly not in our best interest as a business to refund a customers money when we have special ordered a suit, custom for them. We will not be able to send it back and get a refund from the supplier. Neither us, or the supplier feels that the product is defective, and therefore if we were to reorder the furniture it will quite probably be the same, which is unsatisfactory to the customer. We offered a deduction of $1,000 from the price ( a huge discount from sale price) for the customer to keep the product that is in their home being used, or a refund of the purchase price upon pickup of the product in the same condition it was delivered in. We fell that we are offering a solution of the utmost integrity for what is a consumer preference matter. We do not make the product and therefore cannot assure that another suit will not contain some of the same characteristics that the consumer does not find acceptable. Sincerely Doug W[redacted]

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because Wolf's furniture sent out their very own service technician, and this technician verified the defective quality of the 2 sofa's I received, and advised that 2 new sofa's would be ordered for us. This replacement order was then confirmed with Wolf GM - Laura B[redacted]. Afterwards, Wolf's changed their mind and refused to provide the reordered sofas. I simply wanted the high quality sofas I was assured I would receive at the time of sale by Wolf's. I paid for these 2 sofas, in full, at time of sale, over $2,600 !! Wolf's has held this money since Feb 2014. It is now July 31, 2014 and I have yet to receive my high quality sofa's while Wolf's still has all my money. Wolf's failed to deliver on their sales promise of a high quality sofa at the time of sale and then again on their promise of high quality sofa replacement. This bait and switch tactic is highly unethical and Wolf's must be held accountable on this fiasco !

Regards,

Business

Response:

The customer has replied to us that he will be returning his custom ordered furniture. We will refund his money upon the pickup of the furniture in the condition in which we delivered it. I believe that he and Wolf's consider this unfortunate experience closed. Once again we regret that the customer was not satisfied with the manufacturer characteristics that we have no control over, therefore reordering the same thing for him ( at a large discount that he was demanding) was not in the interest of creating a satisfied customer. sincerely Doug W[redacted]

Review: On our first visit August 17, 2013 in [redacted] - we worked with [redacted]. I asked about the free design service [redacted] offered multiple times and she never picked up on the hint. We explained it was an odd shaped room and we were completely re-doing it from floor to ceiling. My husband and I laughed on the way home thinking that that free design service was only offered to those spending a lot of money. On August 18, 2013 my husband and I went back to [redacted] location and purchased a sofa, two chairs, and a love seat with 8 - 10 week delivery from [redacted]. On October 1st I was contacted to arrange delivery with me and I told [redacted] that it did not suit as we were having new flooring installed on October 29th and we still needed to paint and everything. She seemed a bit put out, but okay. We scheduled for Friday, November 1 - I had to reschedule to due floor installation and we made arrangements for November 15th. November 15th the guys came to deliver about 1:30pm. Chairs came first - no problem, then came loveseat - no problem. They came back in empty handed. Did I order the sofa in another color? No... it too should have been red. They supposedly talked to [redacted] however when I called her shortly after 5, she didn't know what I was talking about. She called around 7:30 that evening promising a call Saturday with response. She did not call. I called her Monday because I wanted an answer to what I was told was a labeling error in the warehouse and she said the soonest she could have it delivered was the day after Thanksgiving. I told her that was not acceptable She checked with her manager, called me back and told me it was not a mistagging issue in the warehouse but that it would need to be re-ordered. At that point, I was calm and said fine - I would appreciate an additional discount (she told me no but offered loaner furniture - just I wanted for the holidays! and I said no thank you. ) I asked to please order a loveseat and sofa together to ensure that there is no dye-lot variation as is frequently seem in shades of red. She said that was a good idea and she was going to tell her manager. That was Monday, November 18, 2013. Fully 2 months ago and more. I have heard NOTHING from anyone at [redacted] except, I do receive a bill every month - which I do pay so that my credit is not affected and so that if I ever do get the furniture I have ordered... it is already paid for. It is amazing how many people empathize with me in my situation with [redacted] Furniture. I will be contacting the Revdex.com to lodge a complaint with them. This is ridiculous.Desired Settlement: I would like to receive the new loveseat and sofa as well as an additional discount - at the very least.

Business

Response:

I regret that we did not close the loop with you on this. Our sales associate is out due to a family member in hospice, that caused us to drop the ball. our manager spoke to the customer several weeks ago. customer happy. furniture is now delivered...we offered a discount, plus a gift certificate on a future order and sent them to dinner at a restaurant of their choice. we consider this unfortunate event closed successfully. for the record, the customer rescheduled several times due to " painting and other projects that kept them from accepting scheduled deliveries. " and that added to the delays, not all wolfs delay in getting this finished. sincerely [redacted]

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because we did not reschedule due to painting and other projects. The furniture came in 4 weeks ahead of schedule and we did not want EARLY delivery due to painting and other projects. The furniture then sat in [redacted] warehouse for 6 more weeks in the wrong color scheme and was never discovered until the time of delivery. Truck was even loaded at the warehouse and driven 3 hours without verifiying the accuracy of the ordered items.

Delivery has finally commenced - delivery guys were wonderful and Wolf did discount the furniture and provide gift certificate (nice gestures by the way!) but the response from the business is not an accurate description of the events and should not be published as written.

Regards,

Review: On October 9,2013 we took delivery of a chair and ottoman purchased from Wolf Furniture at [redacted], PA. While attempting to carry the chair into our house by himself, the delivery driver scratched the legs of the chair and our entry doorway. When leaving, the driver ignored our warnings to stay off our lawn, and the edges of our driveway when backing out the delivery vehicle. Without using a spotter he attempted to back the huge truck out our driveway by himself, and as a result backed into a tree, and ran the truck off the edges of our driveway sinking deeply into the soil at multiple locations on our property.

The delivery seemed peculiar, because phone calls to our home regarding the delivery did not come from Wolf Furniture, but a delivery service that called itself, [redacted], Ph: ###-###-####. Also, the driver of the delivery truck appeared to be the sole person making the delivery. We never saw another person. The driver carried the furniture into our home by himself. When he attempted to bring the larger piece through our 3-foot wide front door, he was unable to maneuver it through, and as a result he dropped the piece against the frame of the door. We later discovered he had scratched several of the legs of the chair, and the paint on the outside of the door frame. This has resulted in a service call, yet to be completed, but scheduled for October 25th. When we asked if he had an assistant, the driver replied that his helper was in the back of the truck, and could not assist because he had a "headache".

Before leaving our home, following delivery of the furniture, the driver was told not to attempt to turn the vehicle in our driveway, not to attempt to turn on our lawn, and to stay away from the edges of the driveway. We explained to the driver there was not enough room to turn the huge truck in our driveway, and in addition, hard rains just days before had saturated the soil in our yard, particularly the fill dirt we had added along the entire edge of the driveway weeks before, and the large truck would sink if he drove it off the edge. The driver ignored our warnings, and without using a spotter, attempted to turn this gigantic truck around in our yard. He backed this heavy delivery vehicle over the edge of our driveway sinking in several inches, and continued backing into one of our pine trees breaking off several large limbs. Realizing he hadn't enough room to turn, he pulled forward, and again without using a spotter, attempted to back the huge truck out our driveway by himself. He ran the truck off the edge of our driveway in several locations, sinking in over six inches near the road, creating multiple long deep ruts in the dirt along the edge, and trampling the grass that was now well established.

After seeing what happened we immediately called the number given us by the delivery service (see above). We explained what happened to the person that answered, and he said the drivers are always told to use a spotter to avoid just such occurrences. He told us that someone would be contacting us regarding the problem. No one ever did, and several attempts at calling the number the two days after the delivery (October 10th and 11th) were never answered, and there was no voicemail to leave messages. After waiting till October 11th to be contacted by the delivery service we called Wolf Furniture on that day, at the store were we made the purchase (###-###-####). Speaking to our sales lady, [redacted], about both the damage to the furniture, (and some issues with the material), and the damage done by the delivery truck, she set up to have a repairman contact us to schedule a time to come to our home and look at the issues with the furniture. She also gave us the number of the person to contact who would handle the problems created by the delivery truck and careless driver. We called the lady, Heather Jenkins, at the number provided by our salesperson, ###-###-####, and left detailed messages on three separate occasions (October 11th, October 16th, and October 18th) that contained both a home and cell number to contact us. We have yet to be contacted. We filed a complaint on the Wolf Furniture Web site, (http://www.wolffurniture.com/ContactUs.aspx), on October 21st, stating our issues. We were contacted by e-mail reply the following day (see below), but have heard nothing since.

"Thank you for your inquiry. We will respond as quickly as possible. Feel free to call if you need immediate assistance."

We want Wolf Furniture to fully fund the costs to have an independent landscape contractor, a business which we mutually agree upon, repair the areas of our lawn that were damaged by the delivery truck. We want all of the damaged areas filled, graded, reseeded, and covered to prevent erosion until the grass can take hold in the coming Spring. We spent considerable vacation and weekend time, money for fill dirt, seed, fertilizer, straw, and erosion mats, and performed all of the work ourselves, to grade and seed the edges along our driveway. This was a condition of the warranty provided by the contractor who repaved and sealed our driveway. The primary person who performed the driveway landscape work is the man of the house, but he had surgery October 1st, and is under strict doctor's orders to limit all movements but those necessary for meals and using the bathroom. He is not yet allowed to drive, and will be severely limited as to any form of exercise until late in December of this year. As a result we can not do this work again ourselves.Desired Settlement: We want Wolf Furniture to fully fund the costs to have an independent landscape contractor, a business which we mutually agree upon, repair the areas of our lawn that were damaged by the delivery truck. We want all of the damaged areas filled, graded, reseeded, and covered to prevent erosion until the grass can take hold in the coming Spring

Business

Response:

On 10/25/2013 I Received this complaint in reverence to the yard damage. I contacted the customer immediatly upon receiving this complaint. I apologized to the customer for the damage to the property. The customer explained what had happened and what he felt like his needs were. I offered **. [redacted] the opportunity to find his own contractor and get and estimate for me to take care of the damage. Below you will see **. [redacted] responded and with in the next few days we should have the estimate in hand to settle the complaint and repai the yard.

[redacted],