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Wood You Furniture

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Reviews Wood You Furniture

Wood You Furniture Reviews (4)

Company's response below:
First off I would like to set a few things correctThe truth is
always somewhere in the middleEveryone's perception is typically
skewed to their
interpretations of how they view the issueI have
always taken pride in being a fair business manI have owned Wood You
Furniture stores since and have been able to find simple common
grounds with customers once there is an issue
Dealing specifically with this complaint - she purchased a special
order bed and a custom built headboard from different manufacturers
and if Revdex.com would allow me to post pictures with this rebuttal I have
them showing the color sample she selected up beside the items that
were finishedAnyone interested can email me at *** and
I will gladly email you the pictures (including the consumer who filed
this complaint) to show how the color is spot on the color she
selected
After it arrived I spent $dollars to have the bed professionally
retrofitted out so the bed fit like a glove on the headboardSo her
complaint that the bed doesn't fit just is not accurate (I also have
pictures of this)
Secondly, as for the finishWe are a unfinished store and when a
customer buys a Custom Bed and then puts a Custom Finish on it is a
final saleEven if we bent over backwards and "returned" the item it
would have to be in a resaleable conditionI did see this item, as I
inspect all custom finished jobs prior to the consumer being called to
pick up their item and there was not damage on the top as was there
when it was returned I also have pictures of the damage on the
top of the bed in case anyone would like to see the damage it
was not in resaleable condition, unfortunately
So there are main issues it can not be returned:
1) It is a Custom Built Headboard
2) Being an unfinished store it already had a custom finish from a
company that is not my corporation
3) There was considerable damage on the top of the headboard when they
brought it back to us
With these main issues I do not feel it is fair to ask a small
retailer to eat costs due to a consumer not being happy with the color
that we did blend with the color she selectedI work hard to please
each and every customer I come in contact withObviously this
consumer has no insight what we can and cannot controlThe delays she
had on the Headboard was due to a manufacturing issue and all the info
we gave here was accurate according to the manufacturerWe can only
go by what they tell us and we did stay on top of the manufacturer to
track her order to the best of our abilityI do see, as a consumer
myself, how it can be viewed but that just simply was not the case
As I had my last conversation with this consumer she was unwilling to
accept any responsibility in her choices and only wanted her money
backDue to the aforementioned main issues it just was not a fair
request to ask a small retailer to eat a huge loss due to choices she
had made personally It is unfortunate, Wood You Furniture has a
year reputation (feel free to ask around, you'll be surprised at how
many of your family and friends have our furniture in their homes) of
going out of their way to earn consumer's businessAre we perfect?
Absolutely not! Will I put my customer service against anyone in the
country? Absolutely! I tried offering multiple options but she was
busy talking over me and not even really sure she heard meAfter
mentioning she was reporting us to the Revdex.com I then politely let her
know that was her right and then I apologized for the unfortunate
issue and that we could not come to some form of solution
The one main thing that bugged me the most of this complaint is her
stating I said that "was her problem" that just did not happen
I do not talk to consumers in that manner even when we disagreeMy
character and the reputation of Wood You Furniture is more important
to me than the almighty dollar and I'll leave it at that
One thing she is accurate about is that we are unwilling to return the
item for the main points spoke of earlierUnfortunate but her
demands are just unreasonable and she was unwilling to budge to any
form of compromiseIt is important to know; I neither own nor do I
profit one cent off finishing jobsHe is a separate company and she
has / had the right to take it anywhere she liked to get it finished
It did have a "newly finished" smell to it as all newly finished items
do - that subsidizes within a short period of timeThank you for
taking the time to read both sides of the story Have a blessed
day
Regards,
*** *
Wood You Furniture - *** ***

Complaint: ***
I am rejecting this response because:
The customer should never assume responsibility for the service, (good or bad), that was givenWe paid upfront, (the only option given), for the bed and headboard and were promised that they would check to make sure that the bed and headboard would fit before any further action was taken like stainingAgain us, the customers are not responsible for them not carrying through with their part of the dealWe asked for Wood You to resolve the issue of the bed not fitting the headboard, seeing as this was their responsibility in the first place, and this issue was resolved after long months of no further contact between us and Wood YouConcerning the issue with there being "considerable damage" on top of the headboard, we never complained to there being damage done to the top of the headboard because there was no damage done to the top of the headboard when it was in our possession.
Concerning the stain we asked for the color to be a dark black/brown color and we left color samples for them to utilizeThe last time we went there they said that they did not have the color samples anymore, even asking us to once again describe the color we wanted, a dark black/brown colorSo for them to say that they now have the samples and that "the color is spot on", which it never was, is somewhat absurdWe did not contract the person who would do the stain but we knew that it was a separate company that worked for them and that we were promised on paying that the stain and finish would be done correctlySo again it is not the customers responsibility for the sub par work done by the stainer contracted by Wood You as we never had any direct contact with this stainerOur responsibility was only to select the correct stain, a dark black/brown, and to pay in full and upfront, again the only option givenWood You's responsibility is to make sure that they would contact this stainer and get the job done correctly, even if it is a separate company, they are still under contract with Wood You and therefore represents Wood You.
Yes of course we as customers could have taken the bed and headboard elsewhere, (and we should have), but when you are promised that the color would match, and that everything would be up to par to which we have asked of course we are going to go ahead and pay to have them stain the bed and headboardIf their part of the deal was met, staining and finishing it correctly, why, we would have no terms on which to complainBut unfortunately Wood You did not meet the set expectations and due to the fact that we had already paid for the stain on those set expectations we have every reason to ask for it to be done correctly or for our money back
Of course, to gain everyone's perspective on this matter and solve our complaint, you would first have to obviously gain everyone's perspective, but due to an employer of Wood You Furniture being fired "because she was promising things to customers that Wood You would not be able to meet" as told by another employer when we questioned why she was no longer there, the overall perspective on this matter is missing informationIt was with this woman that we first met when entering the store and it was also with her that we selected the bed and headboard from their catalog, gave the original color samples to, and described how we wanted the bed and headboard stained and finishedShe promised us these services and we in turn paid for these services to be done correctly on the terms that we were promisedAs an employer, her and her actions are the responsibility of Wood You Furniture and therefore represents Wood You FurnitureAgain we as customers are not responsible for her promising things that Wood You could not follow through with and therefore we are not the one to be blamed in resolving this matter
Another reason for why we reject this response and are continuing to ask for a refund is that as said by Mr***, "My character and reputation of Wood You Furniture is more important to me than the almighty dollar...", so for him to truly state this comment he would have to assume responsibility for the issues that occurred including the time frame in which the bed was to be done, which was not met, the finish which was not properly done and the stain which did not match the samples and was below the promised and set expectationsOnly after Wood You Furniture resolves this matter by refunding us would he be able to state that "My character and reputation of Wood You Furniture is more important to me than the almighty dollar...", because currently as presented by our testimony, his response and by this rejection of his response the "almighty dollar" is evidently more important than the supposed "character and reputation of Wood You Furniture."
Regards,
*** ***

Complaint: ***
I am rejecting this response because:
We do not wish to take the bed back to our home in it's current condition because not all the issues with the bed have been resolved yetAgain we paid in full, upfront for the bed, headboard, and stain asking that they check to make sure the headboard and bed fit, finish all the manufacturer's pinholes, buff, stain, and clear all interior cabinet surfaces and exterior trim, and get that dark brown/black stain that we promised that they could get done correctlyWe paid in complete faith and trust that they would have the responsibility and expertise to complete these simple tasks, especially for a company that supposedly does this everydayEven Wood You Furniture, confident in their service promised that we could bring the bed and headboard back if we encountered any problems. Unfortunately we did encounter a "few" major problemsBeing that the bed and headboard did not fit, that the finish, buff, stain, and clear were done incorrectly (pinholes showed, cabinet and trim surfaces were rough and uncleared, finger prints in what clear there was, and the stain not even being close to the color we specified), and that the bed was missing it's support legs, (something that we or Wood You Furniture was not aware of until we complained about the bed sagging), we had to bring the bed and headboard back to the storeThey have put the bed and headboard together, all of the other equally important issues have still gone on with out resolveWe also stress that there was no damage done to the top of headboard, (as Wood You Furniture continuously brings up), or as a matter of fact, no damage whatsoever done to the bed or headboardThe only damage that was done to the top of the headboard when we brought the bed and headboard back to their warehouse was fingerprints being visible in the clear (something that would have occurred when the bed was being stained and cleared)Revdex.com can take this as the truth because, fortunately, unlike some people in the world, me and my family believe in having responsibility and admitting to our actionsWe do ask and fully support that Wood You Furniture give away the bed, but only after they fully reimburse our hard-earned money. My son has still been sleeping on a mattress on the floor so we need this issue to be resolved promptly
Thank You for your concern and God Bless,
*** ***

There is always more than one way to resolve the issue. Unfortunately, this consumer only wants one option and that just isn't available for reasons I stated in the previous response.
 
The employee in question was not fired, she had a great opportunity elsewhere for better pay and moved on with my blessing. 
 
It is an unfortunate situation and I will leave it at that. I'm not going to dignify the character digs from this consumer by defending who I am. I know what Wood You Furniture stands for and 35 yrs of great business practice to back me up. Unfortunately sometimes you meet individuals who just can't see the whole picture and compromise.
 
With that said Revdex.com print, post what you like. She has till the end of April 2014 to pick up her bed, or I can deliver it free of charge to her at her convenience - after that it will be donated to a boys home we support. I can not keep this item in the back indefinitely.
 
For those that wish to see the pictures of the bed and the staining job as well as the damage when brought back feel free to contact me [redacted]..... Other than that I will not be responding again as this situation will only become banter back and forth with no resolution other than a full refund and that is not an option due to the reasons I mentioned in my first response.
 
Regards,
[redacted]
Wood You Furniture

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