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 Regards, [redacted] Thank you so much for your emailWe did not do a thing to this couch, and did not have a big cat sitting on the sofa Our year old declawed cat died in November and he was so old he couldn't have jumped on couch before he passed if he tried I talked to the manager at [redacted] Furniture and he told me he already gave Unclaimed Furniture a credit for us We also bought a extended warranty that protected all our furniture material [redacted] kept hanging up on me and not letting me finish talking to her I showed her where in the pictures there was issues and [redacted] agreed it was faulty material on their part and offered a credit [redacted] is refusing to give us this credit I have proof of my conversation with [redacted] at [redacted] s He said he never said we could have credit for recliner [redacted] did She has our credit from [redacted] s and refuses to give it to us, or give us our money I have pictures showing the material coming unravelled on all pieces, and the recliner reclines without pulling lever to release recliner The point is we have a extended warranty that shows on the contract besides what [redacted] agreed to do [redacted] at unclaim furniture will not do anything We have sold our home and are moving in month [redacted] [redacted]
this is in response to Mr ***.I spoke to Mr [redacted] couple of times when he called with the complaint and when he called back to give me the serial number so I could order the parts I did tell him we would repair as soon as the parts came in from the factory Unfortunately when I checked on the parts after receiving this complaint, they will be 6-weeks coming in as the factory does not have any and they had to order themAs far as email, I never received any emails to me, sort of looked like it was sent to the sales email address and I do not see those.In speaking with the owner, she has approved that we can exchange the chair or he can reselect a different chair of equal or greater value, no refunds Either reselect or exchange would stay with the original date of purchase of the broken chair of 10-29-and then the [redacted] warranty would then pick up His request for a guarantee on the repaired chair not breaking is not possible as we can't be responsible for how the furniture is used in the customer's home WE have sold this recliner many times and I have not had any problems in the past however anything can happen depending on use and from time to time a manufacture defect can cause issues [redacted] is a reputable furniture company We look forward to getting this completed as soon as possible with the customers decision
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 The recliner was [redacted] it was part of the piece group that [redacted] agree to refund Also there was [redacted] in tax and [redacted] dollar delivery we are going to end up loosing the recliner of [redacted] and pd tax and deliver I am will to settle this for [redacted] credit Please contact me [redacted] The contract shows I pd for a piece set that came from the same fabric and the recliner has the same fabric issues I spoke with manufactureThey said the sent the credit to store already We did not do anything to recliner it has the same fabric issues as the sofa and love seatthey can deduct **if they will deliver new set for free I am willing to repurchase from them, but I do not want to be treated any differently than a regular customer Thank You!Regards, [redacted]
This is in response to Mr *** I did not know of the delayed arrival of parts til the Revdex.com complaint and I checked on the parts for the response Once it goes to Revdex.com, all correspondence will be thru Revdex.com except when you come to the store to reselect a different chair if you want the same chair replaced, then we just need to know that so once the decision is made, and Revdex.com lets us know of the decision, we will be glad to handle either the replace or reselect The purchase date of the recliner was different, it is 12-7-16, so the original purchase date for the chair will be 12-7-16.Once the decision is made to replace or reselect, we will be happy to complete the customer's request the original chair will be picked up at the time of delivery Notations have been made on the customer's original purchase ( Michael [redacted] is the name the sale was under) concerning this and customer needs to make the sales person aware that it is a reselect if it is a replacement, we just need to know so we can order and get in to the store and the customer will be called when it arrives and the delivery can be scheduled at that time
Mr [redacted] purchased on 01/28/on our day layaway policy Mr [redacted] was aware of our layaway plan at time of purchase Our customer service representatives go over the Layaway Policy in detail and have customer read it over and sign it confirming they have read and fully understand the terms of this Agreement I have attached all paperwork along with the Terms of the Layaway We would be glad to give Mr [redacted] more time on the layaway which would extend the day pay periodHowever, as it reads in his signed contract, the Layaway is non-cancellable after layaway exceeds the hour return policy Thank you, [redacted]
In response to [redacted] : The 3rd party Warranty is thru [redacted] Furniture Services, [redacted] and her plan number is [redacted] This plan was mailed to her on 11-18- It is for accidental stains, spills, punctures, burns, tears, rips that occur by accident and have to be reported within a specific time frame to [redacted] Attached is a copy of that plan with the policy number blacked out because they are specifically numbered and the number on her is listed above As far as the two pieces, she would need to come to store and work with [redacted] or [redacted] only to select merchandise for the two pieces in question totaling up to $ [redacted] Any amount over that amount would be payable by the customer including sales tax, and delivery If the merchandise selections is less than the original amount, there is no refund of the difference The [redacted] can be transferred to the new pieces for the remainder of the years for the amount of $ [redacted] from the original date of purchase of 11-10- If the customer selects higher priced merchandise, the difference in the [redacted] would also be payable by customer There will be no additional warranty from Unclaimed Furniture on the replacement furniture only with the [redacted] protection plan
With special orders being non cancellable and non refundable, we are unable to accept the return of the bed The parts have been received by the customer therefore the bed should be able to be assembled We do not know how long it will take to get parts to customersIt depends on what the parts are and how the factory has to get them, whether they be in house or ordered from their vendor We feel we have taken care of the customer's requests for the parts needed
this is in response to Mr ***.I spoke to Mr *** couple of times when he called with the complaint and when he called back to give me the serial number so I could order the parts I did tell him we would repair as soon as the parts came in from the factory Unfortunately when I
checked on the parts after receiving this complaint, they will be 6-weeks coming in as the factory does not have any and they had to order themAs far as email, I never received any emails to me, sort of looked like it was sent to the sales email address and I do not see those.In speaking with the owner, she has approved that we can exchange the chair or he can reselect a different chair of equal or greater value, no refunds Either reselect or exchange would stay with the original date of purchase of the broken chair of 10-29-and then the *** warranty would then pick up His request for a guarantee on the repaired chair not breaking is not possible as we can't be responsible for how the furniture is used in the customer's home WE have sold this recliner many times and I have not had any problems in the past however anything can happen depending on use and from time to time a manufacture defect can cause issues *** is a reputable furniture company We look forward to getting this completed as soon as possible with the customers decision
This is in response to Mr *** I did not know of the delayed arrival of parts til the Revdex.com complaint and I checked on the parts for the response Once it goes to Revdex.com, all correspondence will be thru Revdex.com except when you come to the store to reselect a different chair if you want the same chair replaced, then we just need to know that so once the decision is made, and Revdex.com lets us know of the decision, we will be glad to handle either the replace or reselect The purchase date of the recliner was different, it is 12-7-16, so the original purchase date for the chair will be 12-7-16.Once the decision is made to replace or reselect, we will be happy to complete the customer's request the original chair will be picked up at the time of delivery Notations have been made on the customer's original purchase ( Michael *** is the name the sale was under) concerning this and customer needs to make the sales person aware that it is a reselect if it is a replacement, we just need to know so we can order and get in to the store and the customer will be called when it arrives and the delivery can be scheduled at that time
I have sent ** *** an email apologizing for any inconvenience he has experienced Due to the large discount he received on his merchandise along with Free Local Delivery, we will not be able to deliver this to *** I have issued ** *** a refund in the full amount of
purchase.Thank you*** ***
This is in response to ID *** I had a message on my voice mail 2-13-from Mrs *** to contact her concerning her furniture On 2-13-I tried to contact Mrs *** back however there was no answer and the voice mail was full so I could not leave a message the customer
called back and I was trying to tell her that the merchandise was purchased from the floor and it was "as is" and there are no warranties thru Unclaimed Furniture this information was on her paperwork and that Mr *** had signed to thatI was not given time to explain about the *** that was purchased before being cut of She then said she could not talk to me any longer, that she was driving and she hung up customer never called back then we received the Revdex.com complaint on 2-28-the original purchase was made 8-26-and delivered 9-2-16.Enclosed are copies of the salesperson's worksheet and the sales order and terms of agreement signed by Mr *** showing that the sales person told them it was AS IS and the terms and conditions was also noted to that effect and signed by Mr *** The customer did buy a accidental policy for the lift chair only if it had something happen to it accidentally and *** will take care of it it does not cover wear and tear We feel the customer was made aware of the AS IS condition of the furniture and should not be complaining since the no repairs or returns was part of that paragragh on Terms and Conditions The furniture they purchased was on the floor and the customer could try out and see the furniture before the purchase The sales person made customer aware that they were getting the furniture from the floor and noted it on their worksheet and then the office noted and had Mr *** sign the Terms and Conditionsand the sales order that he had read and understood the pages he signed
May 2,
ID *** - *** ***
*** *** purchased the furniture from Unclaimed Furniture in November She purchased a sofa, loveseat and recliner and a bench As you can see on invoice, the furniture was purchased as “ Floor model, as is, all sales final”, as you
can see on each item stated very clearly *** *** signed all documents which show the terms of the contract (copies of the signed sales agreement and delivery ticket attached)
On 1/5/2015, *** *** called in saying she had issues with bench, sofa and loveseat She explained the fabric was not holding up *** ***, customer service manager, informed *** *** that her merchandise was bought Floor model as is, all sales final She explained that we do not send our service tech out on those sales She became irate and demanded we service furniture After speaking with owner *** ***, she agreed to send Service tech out to examine furniture Service tech tightened the leg on bench and looked at sofa and loveseat The fabric had pulls in material which did not appear to be wear and tear Service tech also noted a cat laying on top of sofa and the sofa was covered in cat hair Service tech said the damage was from the cat scratching the furniture
After several phone calls to and from our vendor ***, they agreed to send parts for us to repair the issues, although they could see from pictures of sofa that it was caused by neglect We received parts in, however, *** *** refused to let our service tech repair sofa and loveseat She was demanding new furniture She asked to contact *** directly, which is not protocol However, our sales rep agreed After contacting *** and making several threats to them, they decided to replace the Sofa and loveseat Our sales rep said because we were such a large account they would replace sofa and loveseat We called *** *** to tell her that they were going to replace sofa and loveseat and she explained that she wanted all pieces replaced She then said she was having issues with the recliner which we never heard anything about The owner, *** ***, explained that we did not have approval to replace recliner, only sofa and loveseat *** *** became irate again and began threatening owner that if we did not replace all pieces that she would take us to court and put up billboards stating bad things about our company *** *** explained that *** had told her they would replace all pieces *** called *** directly and *** explained to *** that they only approved the sofa and loveseat *** also informed *** that they would never work personally with the customer again, as that is not protocol It is customary to work through our vendor sales representative *** was experiencing the same language and threats as we had been experiencing from *** *** *** explained that we really had gone above and beyond to try to resolve this matter *** *** has been very difficult to satisfy We are family owned and operated and take pride in our customer service If we did not we would have never gone out on first service call because it was a “Floor Model, As Is, all sales final” At this stage, Unclaimed Furniture is unable to satisfy *** ***
Thank you,
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 The recliner was *** it was part of the piece group that *** agree to refund Also there was *** in tax and ** dollar delivery we are going to end up loosing the recliner of *** and pd tax and deliver I am will to settle this for *** credit Please contact me *** The contract shows I pd for a piece set that came from the same fabric and the recliner has the same fabric issues I spoke with manufactureThey said the sent the credit to store already We did not do anything to recliner it has the same fabric issues as the sofa and love seatthey can deduct **if they will deliver new set for free I am willing to repurchase from them, but I do not want to be treated any differently than a regular customer Thank You!Regards,*** *** *** ***
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. Regards,*** *** *** ***
*** ***
Thank you so much for your emailWe did not do a thing to this couch, and did not have a big cat sitting on the sofa. Our year old declawed cat died in November and he was so old he couldn't have jumped on couch before he passed if he tried I talked to the manager at *** Furniture and he told me he already gave Unclaimed Furniture a credit for us. We also bought a extended warranty that protected all our furniture material. *** kept hanging up on me and not letting me finish talking to her. I showed her where in the pictures there was issues and *** agreed it was faulty material on their part and offered a credit. *** is refusing to give us this credit. I have proof of my conversation with *** at ***s. He said he never said we could have credit for recliner *** did. She has our credit from ***s and refuses to give it to us, or give us our money. I have pictures showing the material coming unravelled on all pieces, and the recliner reclines without pulling lever to release recliner. The point is we have a extended warranty that shows on the contract besides what *** agreed to do. *** at unclaim furniture will not do anything. We have sold our home and are moving in month
*** *** ***
In response to ID ***The purchase of *** *** was made on 2-28-and delivered 3-22-The delivery was made and signed as complete and in good condition by the person left responsible for accepting the delivery.(copy attached) No notations were noted of any problems
Customer should have called immediately after noticing the defectInstead the customer put the furniture in storage for months and did not call us until December to complain of the ottoman being defective Customer became upset when I was questioning her of the issues and the fact it had been in storage , had anything been stored on top of the ottoman, was it in a climate control environmentShe hung up on me while I trying to get information to further evaluate the problem I did call customer back and call went to voice mail and I tried to explain that I could not help her if she did not co-operate Ms*** did call me back and I arranged to have our Service technician check her ottoman At no time have we said we were ordering a new ottoman It has always been ordering parts to rebuild the ottoman I ordered the parts on January 2, when the plant reopened from the holidays I have called and received updates from the factory when the customer called to inquire and would call the customer back with response I have had dates give to me from the factory that did not pan out however they give the dates that the suppliers give them to get the parts to send to us however they can change Yes, some dates have changed and been later that originally told however we are at the mercy of the factory when ordering parts or furniture Some parts even come from overseas.The part has arrived as of 3-7-and I have notified the service technician of the arrival and he will contact the customer with in 2-business days to schedule an appointment to put the parts on the ottoman I do apologize that the parts have taken so long and yes longer than however we are taking care of the issue as soon as possible in repairing the ottoman Considering the furniture was placed in storage without notification of defects until months later, we are doing the best we can in handling the problem
In response to *** ***:
First, *** never agreed to credit for the recliner as the recliner was never in the conversation until she was told about the sofa and loveseat credit then the recliner was brought into conversation We have gone over and beyond with *** *** because with the way the furniture was purchased, it was Floor Model AS IS and therefore no additional warranty from Unclaimed Furniture *** only told us of the credit for the sofa and loveseat as those were the only pieces that were in question with the pictures, to the parts and when customer called the factory, only the sofa and loveseat were ever mentioned It was not until we told her of the credit of the sofa and loveseat that the recliner was even mentioned to us.
Unclaimed Furniture will only do as we stated previously on 5-9-and feel that we have taken customer service above and beyond what would have happened with any other customer
In response to their response on the websiteI will be requesting a full refund and returning the itemsWith their opinion of being a unreasonable request, my opinion of their customer service is not acceptable at allThere isn't ANY company that should allow a paying customer to go weeks
without the correct parts for their itemYes, I was aware of it being a special order and the time frame of it being sent but I was not aware of the EXTRA time it took to get the correct parts to my houseThe first replacement parts came within days, the parts I received yesterday were ordered days agoUnacceptable again
In response to *** ***:
The 3rd party Warranty is thru *** Furniture Services, *** and her plan number is *** *** This plan was mailed to her on 11-18- It is for accidental stains, spills, punctures, burns, tears, rips that occur by accident and have to be reported within a specific time frame to *** Attached is a copy of that plan with the policy number blacked out because they are specifically numbered and the number on her is listed above
As far as the two pieces, she would need to come to store and work with *** or *** only to select merchandise for the two pieces in question totaling up to $*** Any amount over that amount would be payable by the customer including sales tax, and delivery If the merchandise selections is less than the original amount, there is no refund of the difference The *** can be transferred to the new pieces for the remainder of the years for the amount of $*** from the original date of purchase of 11-10- If the customer selects higher priced merchandise, the difference in the *** would also be payable by customer There will be no additional warranty from Unclaimed Furniture on the replacement furniture only with the *** protection plan
Mr *** *** purchased on 01/28/on our day layaway policy Mr*** was aware of our layaway plan at time of purchase Our customer service representatives go over the Layaway Policy in detail and have customer read it over and sign it confirming they have read and fully
understand the terms of this Agreement I have attached all paperwork along with the Terms of the Layaway We would be glad to give Mr*** more time on the layaway which would extend the day pay periodHowever, as it reads in his signed contract, the Layaway is non-cancellable after layaway exceeds the hour return policy Thank you,*** ***
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 Regards, [redacted] Thank you so much for your emailWe did not do a thing to this couch, and did not have a big cat sitting on the sofa Our year old declawed cat died in November and he was so old he couldn't have jumped on couch before he passed if he tried I talked to the manager at [redacted] Furniture and he told me he already gave Unclaimed Furniture a credit for us We also bought a extended warranty that protected all our furniture material [redacted] kept hanging up on me and not letting me finish talking to her I showed her where in the pictures there was issues and [redacted] agreed it was faulty material on their part and offered a credit [redacted] is refusing to give us this credit I have proof of my conversation with [redacted] at [redacted] s He said he never said we could have credit for recliner [redacted] did She has our credit from [redacted] s and refuses to give it to us, or give us our money I have pictures showing the material coming unravelled on all pieces, and the recliner reclines without pulling lever to release recliner The point is we have a extended warranty that shows on the contract besides what [redacted] agreed to do [redacted] at unclaim furniture will not do anything We have sold our home and are moving in month [redacted] [redacted]
this is in response to Mr ***.I spoke to Mr [redacted] couple of times when he called with the complaint and when he called back to give me the serial number so I could order the parts I did tell him we would repair as soon as the parts came in from the factory Unfortunately when I checked on the parts after receiving this complaint, they will be 6-weeks coming in as the factory does not have any and they had to order themAs far as email, I never received any emails to me, sort of looked like it was sent to the sales email address and I do not see those.In speaking with the owner, she has approved that we can exchange the chair or he can reselect a different chair of equal or greater value, no refunds Either reselect or exchange would stay with the original date of purchase of the broken chair of 10-29-and then the [redacted] warranty would then pick up His request for a guarantee on the repaired chair not breaking is not possible as we can't be responsible for how the furniture is used in the customer's home WE have sold this recliner many times and I have not had any problems in the past however anything can happen depending on use and from time to time a manufacture defect can cause issues [redacted] is a reputable furniture company We look forward to getting this completed as soon as possible with the customers decision
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 The recliner was [redacted] it was part of the piece group that [redacted] agree to refund Also there was [redacted] in tax and [redacted] dollar delivery we are going to end up loosing the recliner of [redacted] and pd tax and deliver I am will to settle this for [redacted] credit Please contact me [redacted] The contract shows I pd for a piece set that came from the same fabric and the recliner has the same fabric issues I spoke with manufactureThey said the sent the credit to store already We did not do anything to recliner it has the same fabric issues as the sofa and love seatthey can deduct **if they will deliver new set for free I am willing to repurchase from them, but I do not want to be treated any differently than a regular customer Thank You!Regards, [redacted]
This is in response to Mr *** I did not know of the delayed arrival of parts til the Revdex.com complaint and I checked on the parts for the response Once it goes to Revdex.com, all correspondence will be thru Revdex.com except when you come to the store to reselect a different chair if you want the same chair replaced, then we just need to know that so once the decision is made, and Revdex.com lets us know of the decision, we will be glad to handle either the replace or reselect The purchase date of the recliner was different, it is 12-7-16, so the original purchase date for the chair will be 12-7-16.Once the decision is made to replace or reselect, we will be happy to complete the customer's request the original chair will be picked up at the time of delivery Notations have been made on the customer's original purchase ( Michael [redacted] is the name the sale was under) concerning this and customer needs to make the sales person aware that it is a reselect if it is a replacement, we just need to know so we can order and get in to the store and the customer will be called when it arrives and the delivery can be scheduled at that time
Mr [redacted] purchased on 01/28/on our day layaway policy Mr [redacted] was aware of our layaway plan at time of purchase Our customer service representatives go over the Layaway Policy in detail and have customer read it over and sign it confirming they have read and fully understand the terms of this Agreement I have attached all paperwork along with the Terms of the Layaway We would be glad to give Mr [redacted] more time on the layaway which would extend the day pay periodHowever, as it reads in his signed contract, the Layaway is non-cancellable after layaway exceeds the hour return policy Thank you, [redacted]
In response to [redacted] : The 3rd party Warranty is thru [redacted] Furniture Services, [redacted] and her plan number is [redacted] This plan was mailed to her on 11-18- It is for accidental stains, spills, punctures, burns, tears, rips that occur by accident and have to be reported within a specific time frame to [redacted] Attached is a copy of that plan with the policy number blacked out because they are specifically numbered and the number on her is listed above As far as the two pieces, she would need to come to store and work with [redacted] or [redacted] only to select merchandise for the two pieces in question totaling up to $ [redacted] Any amount over that amount would be payable by the customer including sales tax, and delivery If the merchandise selections is less than the original amount, there is no refund of the difference The [redacted] can be transferred to the new pieces for the remainder of the years for the amount of $ [redacted] from the original date of purchase of 11-10- If the customer selects higher priced merchandise, the difference in the [redacted] would also be payable by customer There will be no additional warranty from Unclaimed Furniture on the replacement furniture only with the [redacted] protection plan
With special orders being non cancellable and non refundable, we are unable to accept the return of the bed The parts have been received by the customer therefore the bed should be able to be assembled We do not know how long it will take to get parts to customersIt depends on what the parts are and how the factory has to get them, whether they be in house or ordered from their vendor We feel we have taken care of the customer's requests for the parts needed
this is in response to Mr ***.I spoke to Mr *** couple of times when he called with the complaint and when he called back to give me the serial number so I could order the parts I did tell him we would repair as soon as the parts came in from the factory Unfortunately when I
checked on the parts after receiving this complaint, they will be 6-weeks coming in as the factory does not have any and they had to order themAs far as email, I never received any emails to me, sort of looked like it was sent to the sales email address and I do not see those.In speaking with the owner, she has approved that we can exchange the chair or he can reselect a different chair of equal or greater value, no refunds Either reselect or exchange would stay with the original date of purchase of the broken chair of 10-29-and then the *** warranty would then pick up His request for a guarantee on the repaired chair not breaking is not possible as we can't be responsible for how the furniture is used in the customer's home WE have sold this recliner many times and I have not had any problems in the past however anything can happen depending on use and from time to time a manufacture defect can cause issues *** is a reputable furniture company We look forward to getting this completed as soon as possible with the customers decision
*** and *** *** are delivered and completed
Thanks for everything and hopefully she is a closed book
thanks again
This is in response to Mr *** I did not know of the delayed arrival of parts til the Revdex.com complaint and I checked on the parts for the response Once it goes to Revdex.com, all correspondence will be thru Revdex.com except when you come to the store to reselect a different chair if you want the same chair replaced, then we just need to know that so once the decision is made, and Revdex.com lets us know of the decision, we will be glad to handle either the replace or reselect The purchase date of the recliner was different, it is 12-7-16, so the original purchase date for the chair will be 12-7-16.Once the decision is made to replace or reselect, we will be happy to complete the customer's request the original chair will be picked up at the time of delivery Notations have been made on the customer's original purchase ( Michael *** is the name the sale was under) concerning this and customer needs to make the sales person aware that it is a reselect if it is a replacement, we just need to know so we can order and get in to the store and the customer will be called when it arrives and the delivery can be scheduled at that time
I have sent ** *** an email apologizing for any inconvenience he has experienced Due to the large discount he received on his merchandise along with Free Local Delivery, we will not be able to deliver this to *** I have issued ** *** a refund in the full amount of
purchase.Thank you*** ***
This is in response to ID *** I had a message on my voice mail 2-13-from Mrs *** to contact her concerning her furniture On 2-13-I tried to contact Mrs *** back however there was no answer and the voice mail was full so I could not leave a message the customer
called back and I was trying to tell her that the merchandise was purchased from the floor and it was "as is" and there are no warranties thru Unclaimed Furniture this information was on her paperwork and that Mr *** had signed to thatI was not given time to explain about the *** that was purchased before being cut of She then said she could not talk to me any longer, that she was driving and she hung up customer never called back then we received the Revdex.com complaint on 2-28-the original purchase was made 8-26-and delivered 9-2-16.Enclosed are copies of the salesperson's worksheet and the sales order and terms of agreement signed by Mr *** showing that the sales person told them it was AS IS and the terms and conditions was also noted to that effect and signed by Mr *** The customer did buy a accidental policy for the lift chair only if it had something happen to it accidentally and *** will take care of it it does not cover wear and tear We feel the customer was made aware of the AS IS condition of the furniture and should not be complaining since the no repairs or returns was part of that paragragh on Terms and Conditions The furniture they purchased was on the floor and the customer could try out and see the furniture before the purchase The sales person made customer aware that they were getting the furniture from the floor and noted it on their worksheet and then the office noted and had Mr *** sign the Terms and Conditionsand the sales order that he had read and understood the pages he signed
May 2,
ID *** - *** ***
*** *** purchased the furniture from Unclaimed Furniture in November She purchased a sofa, loveseat and recliner and a bench As you can see on invoice, the furniture was purchased as “ Floor model, as is, all sales final”, as you
can see on each item stated very clearly *** *** signed all documents which show the terms of the contract (copies of the signed sales agreement and delivery ticket attached)
On 1/5/2015, *** *** called in saying she had issues with bench, sofa and loveseat She explained the fabric was not holding up *** ***, customer service manager, informed *** *** that her merchandise was bought Floor model as is, all sales final She explained that we do not send our service tech out on those sales She became irate and demanded we service furniture After speaking with owner *** ***, she agreed to send Service tech out to examine furniture Service tech tightened the leg on bench and looked at sofa and loveseat The fabric had pulls in material which did not appear to be wear and tear Service tech also noted a cat laying on top of sofa and the sofa was covered in cat hair Service tech said the damage was from the cat scratching the furniture
After several phone calls to and from our vendor ***, they agreed to send parts for us to repair the issues, although they could see from pictures of sofa that it was caused by neglect We received parts in, however, *** *** refused to let our service tech repair sofa and loveseat She was demanding new furniture She asked to contact *** directly, which is not protocol However, our sales rep agreed After contacting *** and making several threats to them, they decided to replace the Sofa and loveseat Our sales rep said because we were such a large account they would replace sofa and loveseat We called *** *** to tell her that they were going to replace sofa and loveseat and she explained that she wanted all pieces replaced She then said she was having issues with the recliner which we never heard anything about The owner, *** ***, explained that we did not have approval to replace recliner, only sofa and loveseat *** *** became irate again and began threatening owner that if we did not replace all pieces that she would take us to court and put up billboards stating bad things about our company *** *** explained that *** had told her they would replace all pieces *** called *** directly and *** explained to *** that they only approved the sofa and loveseat *** also informed *** that they would never work personally with the customer again, as that is not protocol It is customary to work through our vendor sales representative *** was experiencing the same language and threats as we had been experiencing from *** *** *** explained that we really had gone above and beyond to try to resolve this matter *** *** has been very difficult to satisfy We are family owned and operated and take pride in our customer service If we did not we would have never gone out on first service call because it was a “Floor Model, As Is, all sales final” At this stage, Unclaimed Furniture is unable to satisfy *** ***
Thank you,
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 The recliner was *** it was part of the piece group that *** agree to refund Also there was *** in tax and ** dollar delivery we are going to end up loosing the recliner of *** and pd tax and deliver I am will to settle this for *** credit Please contact me *** The contract shows I pd for a piece set that came from the same fabric and the recliner has the same fabric issues I spoke with manufactureThey said the sent the credit to store already We did not do anything to recliner it has the same fabric issues as the sofa and love seatthey can deduct **if they will deliver new set for free I am willing to repurchase from them, but I do not want to be treated any differently than a regular customer Thank You!Regards,*** *** *** ***
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. Regards,*** *** *** ***
*** ***
Thank you so much for your emailWe did not do a thing to this couch, and did not have a big cat sitting on the sofa. Our year old declawed cat died in November and he was so old he couldn't have jumped on couch before he passed if he tried I talked to the manager at *** Furniture and he told me he already gave Unclaimed Furniture a credit for us. We also bought a extended warranty that protected all our furniture material. *** kept hanging up on me and not letting me finish talking to her. I showed her where in the pictures there was issues and *** agreed it was faulty material on their part and offered a credit. *** is refusing to give us this credit. I have proof of my conversation with *** at ***s. He said he never said we could have credit for recliner *** did. She has our credit from ***s and refuses to give it to us, or give us our money. I have pictures showing the material coming unravelled on all pieces, and the recliner reclines without pulling lever to release recliner. The point is we have a extended warranty that shows on the contract besides what *** agreed to do. *** at unclaim furniture will not do anything. We have sold our home and are moving in month
*** *** ***
In response to ID ***The purchase of *** *** was made on 2-28-and delivered 3-22-The delivery was made and signed as complete and in good condition by the person left responsible for accepting the delivery.(copy attached) No notations were noted of any problems
Customer should have called immediately after noticing the defectInstead the customer put the furniture in storage for months and did not call us until December to complain of the ottoman being defective Customer became upset when I was questioning her of the issues and the fact it had been in storage , had anything been stored on top of the ottoman, was it in a climate control environmentShe hung up on me while I trying to get information to further evaluate the problem I did call customer back and call went to voice mail and I tried to explain that I could not help her if she did not co-operate Ms*** did call me back and I arranged to have our Service technician check her ottoman At no time have we said we were ordering a new ottoman It has always been ordering parts to rebuild the ottoman I ordered the parts on January 2, when the plant reopened from the holidays I have called and received updates from the factory when the customer called to inquire and would call the customer back with response I have had dates give to me from the factory that did not pan out however they give the dates that the suppliers give them to get the parts to send to us however they can change Yes, some dates have changed and been later that originally told however we are at the mercy of the factory when ordering parts or furniture Some parts even come from overseas.The part has arrived as of 3-7-and I have notified the service technician of the arrival and he will contact the customer with in 2-business days to schedule an appointment to put the parts on the ottoman I do apologize that the parts have taken so long and yes longer than however we are taking care of the issue as soon as possible in repairing the ottoman Considering the furniture was placed in storage without notification of defects until months later, we are doing the best we can in handling the problem
In response to *** ***:
First, *** never agreed to credit for the recliner as the recliner was never in the conversation until she was told about the sofa and loveseat credit then the recliner was brought into conversation We have gone over and beyond with *** *** because with the way the furniture was purchased, it was Floor Model AS IS and therefore no additional warranty from Unclaimed Furniture *** only told us of the credit for the sofa and loveseat as those were the only pieces that were in question with the pictures, to the parts and when customer called the factory, only the sofa and loveseat were ever mentioned It was not until we told her of the credit of the sofa and loveseat that the recliner was even mentioned to us.
Unclaimed Furniture will only do as we stated previously on 5-9-and feel that we have taken customer service above and beyond what would have happened with any other customer
In response to their response on the websiteI will be requesting a full refund and returning the itemsWith their opinion of being a unreasonable request, my opinion of their customer service is not acceptable at allThere isn't ANY company that should allow a paying customer to go weeks
without the correct parts for their itemYes, I was aware of it being a special order and the time frame of it being sent but I was not aware of the EXTRA time it took to get the correct parts to my houseThe first replacement parts came within days, the parts I received yesterday were ordered days agoUnacceptable again
In response to *** ***:
The 3rd party Warranty is thru *** Furniture Services, *** and her plan number is *** *** This plan was mailed to her on 11-18- It is for accidental stains, spills, punctures, burns, tears, rips that occur by accident and have to be reported within a specific time frame to *** Attached is a copy of that plan with the policy number blacked out because they are specifically numbered and the number on her is listed above
As far as the two pieces, she would need to come to store and work with *** or *** only to select merchandise for the two pieces in question totaling up to $*** Any amount over that amount would be payable by the customer including sales tax, and delivery If the merchandise selections is less than the original amount, there is no refund of the difference The *** can be transferred to the new pieces for the remainder of the years for the amount of $*** from the original date of purchase of 11-10- If the customer selects higher priced merchandise, the difference in the *** would also be payable by customer There will be no additional warranty from Unclaimed Furniture on the replacement furniture only with the *** protection plan
Mr *** *** purchased on 01/28/on our day layaway policy Mr*** was aware of our layaway plan at time of purchase Our customer service representatives go over the Layaway Policy in detail and have customer read it over and sign it confirming they have read and fully
understand the terms of this Agreement I have attached all paperwork along with the Terms of the Layaway We would be glad to give Mr*** more time on the layaway which would extend the day pay periodHowever, as it reads in his signed contract, the Layaway is non-cancellable after layaway exceeds the hour return policy Thank you,*** ***