I am very sorry this has happened. We did get the correct bed delivered to the customer immediately once it was noted the bed was the wrong color. The love seat that was damaged, has been repaired and is sitting in our warehouse. On 6/4/16 the customer called into our inventory...
department which is a "recorded line". The customer was given 2 options over the phone yesterday:#1-We can schedule the delivery of the love seat when it is convenient for her.
#2- She is welcome to pick up the love seat from out warehouse anytime during normal warehouse pick up hours. Pick up hours are:
Tuesday - Saturday = 10am-6pm
It is unfortunate that an item was damaged in transit but we IMMEDIATELY rushed the item back to the manufacture for repair. The repair only took a few days. We have the love seat ready for delivery, but the customer refuses to take receipt of the item. Unfortunately due to our policies... All special orders and custom items are NON - REFUNDABLE. This is very clear in the bottom left hand corner of all of our invoices in which we have a signed copy of the initial purchase order by Amy Grinstead.
Should the customer continue to refuse the delivery of the furniture, they will forfeit any monies paid, as NO REFUNDS are given on special ordered items per the signed policy.
It is our desire to complete the order with the customer. Please reach out to us at ###-###-#### to schedule a time for delivery of the love seat.
I received a call that the fabric I picked out was on backorder. They gave me 2 options. #1- I could come in and choose another fabric and they would rush order the fabric in for me or #2- I could wait for the original fabric I picked out to come back into stock. The inventory department was very helpful. I decided to wait for my original fabric that I picked out. It ended up taking about 2 weeks longer than I originally planned but I have done custom furniture before and understand that there are alot of variable that take place between the time it was purchased and the the time it gets delivered to my door step. The delivery guys were very courteous and good to work with. I paid a third of what I would have expected to pay for customer furniture. Great value and LARGE selection. Very happy with my purchase.
I went into this store looking for a kids bedroom set. They had several items on display but I was very surprise with the amount of product they would let me special order in. My sales rep was very helpful and knowledgeable. I ended up going with a youth bedroom set from a catalog and custom ordered it. They told me it would arrive in 1 to 2 weeks. After about a week I got a call stating that my furniture was in the warehouse and I could either arrange for delivery or pick up. I opted to get the delivery even though originally I did not purchase the delivery. I thought it was very nice that they still gave me the option and that I could pay the $75 delivery fee in cash on delivery. The delivery guys were very kind and respectful. They opened all the boxes and made sure that everything was in good condition and all the pieces were accounted for. It took my husband about an hour to assemble and put the furniture together. I am in love with my little girls bedroom furniture. It is so nice and I love the style and quality of it. This store was a nice surprise for me and I will go back and purchase any further furniture that I need from this store.
This place is FANTASTIC. I went in and was able to purchase a sectional sofa couch. The place is very low key and very comfortable enviroment. Sales people were friendly but NOT OVER bearing. Nice place to buy furniture
I was very pleased with my experience. I went in and did the payment program. The sales staff were very kind and nice. I bought a sofa and a mattress. I was able to get everything delivered the next day and only had to put down $25 out the door for all my furniture. So far I am loving my couch and the mattress has been great for my son. It was a very simple process and easy buying process.
I asked [redacted], the salesperson at the store, if they had 90-days same as cash to purchase a couch. He indicated that they did. We bought a $450 couch and had it delivered. We received an invoice that listed our total due as $525 ($450 + $75 delivery charge).
We later discovered that we had signed a financing contract that marked up the cost of the couch by $80.65 even when we paid it off within 90 days.
Beware of this company. Read the financing contract and be aware of the hidden fees.
After reading the reviews online, I had mixed emotions about going to this store. However I kept seeing really good deals online so I decided to visit the store. I had an amazing experience. I dont know why most of the people dont give them 5 stars. From the time I walked in to the time I left I had outstanding service. The sales people were very kind and helped me with my questions. I ended up purchasing a mattress set and a sectional in which I got to design and choose the colors and fabrics. this is place was very cool and the pricing was very reasonable.
The issue was not resolved immediately as they stated. It took over 3 weeks to be corrected which even if it is custom ordered is unsatisfactory. The way I was treated by Elliot the store manager who laughed at me when I told him that his make employee by the name of Nelson raised his voice to me and was rude and condescending towards me upon numerous occasions is very inappropriate. The staff at this store believe treating customers with disrespect and bullying them will get them to do what they want. Elliot even backed his employee up for giving me "an ultimatum." I no longer need this furniture as I was forced to purchase new items as it took so long for my original purchase to be rectified. Also I nor would anyone else want to do business with a company who treats people the way this company does.
I went into this store looking for a set of reclining sofa's. I had seen a similar item at another store that I liked but wanted to see what this store could do. I had seen them advertise that they would beat any price. I ended up getting the same set BUT I also got an ADDITIONAL cupholder console piece and it was $100 cheaper. So I ended up getting more furniture at less money. My furniture arrived and was in great condition. We are very pleased with our purchase and the service that we received. This place is great and my husband loves that he has a place for his drink now.
I visited this store on several occasions. I am very impressed with the selection and the piece arrangement that is available for each style of sofa. I finally got the keys to my new house and so I went in and purcahse a sectional. I was able to pick out the fabrics and design it. The process was very simple. It took 6 weeks for my furniture to arrive which I thought was really good considering other times when I ordered custom furniture it took like 24 weeks. I felt the pricing was very good as well. Overall this was an experience in furniture buying that was very enjoyable.
I spoke with [redacted] on the morning 1/28/16. I let her know that many people were working on the situation behind the scenes and I was very sorry for the miscommunication and that we did not give her more "update" calls. [redacted]...
had 2 major concerns: #1- The original love seat that was damaged on the original delivery had not been returned. #2- There were 2 ottoman's on the order, however they had noticeably different frame heights. She wanted to have 2 matching ottomans at the taller frame height. The love seat was completed in our manufacturing on 1/27/16 and was delivered on 1/28/16 around Noon. We also made a new ottoman with the larger frame height as requested and took it to the customer. Upon arrival it was noticed by the delivery crew that the ottoman was missing nailheads around the bottom. The ottoman was brought back to manufacturing and nailheads were installed. The ottoman was redelivered on 1/28/16 at 3pm, in which it was noted that 4 of the wood feet had about .25inch over hang. The ottoman was returned to manufacturing where the leg placements were redone. A tech redelivered the sofa and also installed several nailheads around 7pm on 1/28/16. We also installed 24 wood feet for the custom onsite in her home. The ottoman that had a smaller frame, we installed similar legs onto it so it would match the rest of the set. We are letting the customer keep the smaller framed ottoman and legs as a courtesy for the inconvenience. The customers full order has been delivered as ordered. We again apologize for any inconveniences that we have caused and we are grateful for your business. We hope you enjoy your furniture for years to come. Thanks,
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
My husband and I went to this store to shop for furniture. I was very impressed with how easy going and polite everyone was. The store had a large showroom with a big selection of sofa's. They also would let you order in items too.. We ended up buying a leather sofa set and some mattress. The place was pretty clean and the price was a sale price. I am enjoying my furniture.
I just moved into my new home and wanted to get some new furniture. I visit this store and found several pieces of furniture that I liked. I was helped by several reps. It was a very low pressure experience. She was very kind and helped me customize a couch. I also special ordered a bedroom set from the catalog. My bedroom set came in before my couch was completed so I elected to have my bedroom set delivered and I would pick up my couch when it came in because I did not want to wait any longer for my bedroom set. I would recommend this place. They were very kind and helpful. From the sales to the delivery guys to the warehouse guys who helped me load. This place was very nice.
The sales associate was so helpful in finding me the right sectional. She did not have the couch I saw online, but showed me the fabric so that I could picture it better. The furniture took longer than estimated to arrive from the manufacture but they kept me upto date and the communication was great. The delivery guys went above and beyond and helped to get my very heavy coffee table where it needed to go in relation to the Sectional. I love the furniture and it was soooo reasonable.
The buyer DECLINED to purchase an additional warranty that would cover his sectional for 5 years. Please see attached invoice. The invoice in the bottom Left hand corner clearly states our policies and warranties. “Seller makes no warranty beyond any written description itemized on this order. · Such disclaimer does not affect manufacturer warranty, if any.” The standard manufacture warranty for this product is 6 months if no additional warranty is purchased. The customer has stated that the seams on several cushion covers and chaise cover are coming undone. However this sectional was purchased 14 months ago. As of 5/5/16 we offered to replace ALL seat cushion covers & ALL back pillow covers for the customer. We have verified the dye lot of the fabric used on this couch and we will make sure that the NEW cushion covers and pillow covers are made from the same dye lot. Even though the couch is out of warranty period we will provide this service and new product to the customer FREE OF CHARGE. We will not replace the ENTIRE sectional because there is nothing wrong with the frame. We will only replace the items that are defective. If the customer would like to accept our offer of NEW cushion covers & pillow covers, all he needs to do is call us at ###-###-#### and we will get them for him. It can take 5-10 business days for the new covers to be made. Once the covers are received into our warehouse we will call the customer and he is welcome to pick them up at his convenience during pick up hours. Please let us know how you would like to proceed. Amanda W[redacted] PresidentV-Dub Furniture
Due to our policies. ALL CUSTOM FURNITURE IS FINAL SALE.
We have gone above and beyond multiple times to try and correct this problem on the couch. The couch was repaired EVERY time that it was picked up. The last time we even went as far to BUILD NEW PIECES....
In upholstery there are folds on the furniture and seams where the fabric has to be cut and assembled. THIS IS 100% NORMAL. The customer is complaining about something that is 100% NORMAL IN UPHOLSTERED FURNITURE. There is No upholstered furniture that does NOT have SEAMS and does NOT have connection lines. The couch was tested and went through quality control multiple times and none of the complained items manifest any defect. If we cannot see the defect on our end, then we cannot fix it.
The couch was made exactly as it was ordered and we have redone it multiple time to code and the customer is still not satisfied. We sell Millions of dollars of couches and they are all built the same way. We only have 1 way to build couches and if the customer is not happy with it, we do not have an alternative way to build the product. The product is IDENTICAL to the sample model on all of our showrooms and was built the EXACT same way.
Due to the CUSTOM nature of the couch it falls under our "CUSTOM FURNITURE" policy which was signed by the customer and it states "CUSTOM FURNITURE IS NON REFUNDABLE AND HAS NO EXCHANGES- ALL SALES FINAL." On custom furniture All Sales Are Final.
We ALWAYS will try to fix or take care of any problems our customers have-- HENCE the multiple times we went to the customers house and multiple time we reupholstered the set. TheLAST time the furniture was delivered the customer was happy with the set and signed off on it.
We do still have the ottoman -- We have made several attempts to call the customer and arrange for delivery of the ottoman but have not gotten a call back. Please have the customer call our inventory department at ###-###-#### and we will get them set up for a delivery.
At this point we WILL NOT and CAN NOT do anything more on the couch. We cannot control what happens to the couch after we leave it at the customers residence. The last time the couch was dropped, it was upwrapped and set up and the customer inspected it and EVERYTHING WAS GOOD and the customer signed off on the couch.
I went to vdub furniture to buy a couch, the prices were cheap and the customer service was good until it came to the payment, we chose the 90 day payment plan with "no interest" so we put down $100 for the couch leaving us with $450 remaining. When I called the financial company they said I owed $550. They informed me the there is a $40 finance fee which I was not informed at the store but it did say it on the contract but no where does it say I owed an additional $60. I called the vdub store for an explanation and they said it's an additional Finance fee, so I called progressive the financial company back and they said this is not true, I'm going to the store today for my $60 that they robbed!
I am very sorry this has happened. We did get the correct bed delivered to the customer immediately once it was noted the bed was the wrong color. The love seat that was damaged, has been repaired and is sitting in our warehouse. On 6/4/16 the customer called into our inventory...
department which is a "recorded line". The customer was given 2 options over the phone yesterday:#1-We can schedule the delivery of the love seat when it is convenient for her.
#2- She is welcome to pick up the love seat from out warehouse anytime during normal warehouse pick up hours. Pick up hours are:
Tuesday - Saturday = 10am-6pm
It is unfortunate that an item was damaged in transit but we IMMEDIATELY rushed the item back to the manufacture for repair. The repair only took a few days. We have the love seat ready for delivery, but the customer refuses to take receipt of the item. Unfortunately due to our policies... All special orders and custom items are NON - REFUNDABLE. This is very clear in the bottom left hand corner of all of our invoices in which we have a signed copy of the initial purchase order by Amy Grinstead.
Should the customer continue to refuse the delivery of the furniture, they will forfeit any monies paid, as NO REFUNDS are given on special ordered items per the signed policy.
It is our desire to complete the order with the customer. Please reach out to us at ###-###-#### to schedule a time for delivery of the love seat.
Thanks,
V-Dub Furniture
I received a call that the fabric I picked out was on backorder. They gave me 2 options. #1- I could come in and choose another fabric and they would rush order the fabric in for me or #2- I could wait for the original fabric I picked out to come back into stock. The inventory department was very helpful. I decided to wait for my original fabric that I picked out. It ended up taking about 2 weeks longer than I originally planned but I have done custom furniture before and understand that there are alot of variable that take place between the time it was purchased and the the time it gets delivered to my door step. The delivery guys were very courteous and good to work with. I paid a third of what I would have expected to pay for customer furniture. Great value and LARGE selection. Very happy with my purchase.
I went into this store looking for a kids bedroom set. They had several items on display but I was very surprise with the amount of product they would let me special order in. My sales rep was very helpful and knowledgeable. I ended up going with a youth bedroom set from a catalog and custom ordered it. They told me it would arrive in 1 to 2 weeks. After about a week I got a call stating that my furniture was in the warehouse and I could either arrange for delivery or pick up. I opted to get the delivery even though originally I did not purchase the delivery. I thought it was very nice that they still gave me the option and that I could pay the $75 delivery fee in cash on delivery. The delivery guys were very kind and respectful. They opened all the boxes and made sure that everything was in good condition and all the pieces were accounted for. It took my husband about an hour to assemble and put the furniture together. I am in love with my little girls bedroom furniture. It is so nice and I love the style and quality of it. This store was a nice surprise for me and I will go back and purchase any further furniture that I need from this store.
This place is FANTASTIC. I went in and was able to purchase a sectional sofa couch. The place is very low key and very comfortable enviroment. Sales people were friendly but NOT OVER bearing. Nice place to buy furniture
I was very pleased with my experience. I went in and did the payment program. The sales staff were very kind and nice. I bought a sofa and a mattress. I was able to get everything delivered the next day and only had to put down $25 out the door for all my furniture. So far I am loving my couch and the mattress has been great for my son. It was a very simple process and easy buying process.
I asked [redacted], the salesperson at the store, if they had 90-days same as cash to purchase a couch. He indicated that they did. We bought a $450 couch and had it delivered. We received an invoice that listed our total due as $525 ($450 + $75 delivery charge).
We later discovered that we had signed a financing contract that marked up the cost of the couch by $80.65 even when we paid it off within 90 days.
Beware of this company. Read the financing contract and be aware of the hidden fees.
After reading the reviews online, I had mixed emotions about going to this store. However I kept seeing really good deals online so I decided to visit the store. I had an amazing experience. I dont know why most of the people dont give them 5 stars. From the time I walked in to the time I left I had outstanding service. The sales people were very kind and helped me with my questions. I ended up purchasing a mattress set and a sectional in which I got to design and choose the colors and fabrics. this is place was very cool and the pricing was very reasonable.
The issue was not resolved immediately as they stated. It took over 3 weeks to be corrected which even if it is custom ordered is unsatisfactory. The way I was treated by Elliot the store manager who laughed at me when I told him that his make employee by the name of Nelson raised his voice to me and was rude and condescending towards me upon numerous occasions is very inappropriate. The staff at this store believe treating customers with disrespect and bullying them will get them to do what they want. Elliot even backed his employee up for giving me "an ultimatum." I no longer need this furniture as I was forced to purchase new items as it took so long for my original purchase to be rectified. Also I nor would anyone else want to do business with a company who treats people the way this company does.
I went into this store looking for a set of reclining sofa's. I had seen a similar item at another store that I liked but wanted to see what this store could do. I had seen them advertise that they would beat any price. I ended up getting the same set BUT I also got an ADDITIONAL cupholder console piece and it was $100 cheaper. So I ended up getting more furniture at less money. My furniture arrived and was in great condition. We are very pleased with our purchase and the service that we received. This place is great and my husband loves that he has a place for his drink now.
I visited this store on several occasions. I am very impressed with the selection and the piece arrangement that is available for each style of sofa. I finally got the keys to my new house and so I went in and purcahse a sectional. I was able to pick out the fabrics and design it. The process was very simple. It took 6 weeks for my furniture to arrive which I thought was really good considering other times when I ordered custom furniture it took like 24 weeks. I felt the pricing was very good as well. Overall this was an experience in furniture buying that was very enjoyable.
I spoke with [redacted] on the morning 1/28/16. I let her know that many people were working on the situation behind the scenes and I was very sorry for the miscommunication and that we did not give her more "update" calls. [redacted]...
had 2 major concerns: #1- The original love seat that was damaged on the original delivery had not been returned. #2- There were 2 ottoman's on the order, however they had noticeably different frame heights. She wanted to have 2 matching ottomans at the taller frame height. The love seat was completed in our manufacturing on 1/27/16 and was delivered on 1/28/16 around Noon. We also made a new ottoman with the larger frame height as requested and took it to the customer. Upon arrival it was noticed by the delivery crew that the ottoman was missing nailheads around the bottom. The ottoman was brought back to manufacturing and nailheads were installed. The ottoman was redelivered on 1/28/16 at 3pm, in which it was noted that 4 of the wood feet had about .25inch over hang. The ottoman was returned to manufacturing where the leg placements were redone. A tech redelivered the sofa and also installed several nailheads around 7pm on 1/28/16. We also installed 24 wood feet for the custom onsite in her home. The ottoman that had a smaller frame, we installed similar legs onto it so it would match the rest of the set. We are letting the customer keep the smaller framed ottoman and legs as a courtesy for the inconvenience. The customers full order has been delivered as ordered. We again apologize for any inconveniences that we have caused and we are grateful for your business. We hope you enjoy your furniture for years to come. Thanks,
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Regards,
My husband and I went to this store to shop for furniture. I was very impressed with how easy going and polite everyone was. The store had a large showroom with a big selection of sofa's. They also would let you order in items too.. We ended up buying a leather sofa set and some mattress. The place was pretty clean and the price was a sale price. I am enjoying my furniture.
I just moved into my new home and wanted to get some new furniture. I visit this store and found several pieces of furniture that I liked. I was helped by several reps. It was a very low pressure experience. She was very kind and helped me customize a couch. I also special ordered a bedroom set from the catalog. My bedroom set came in before my couch was completed so I elected to have my bedroom set delivered and I would pick up my couch when it came in because I did not want to wait any longer for my bedroom set. I would recommend this place. They were very kind and helpful. From the sales to the delivery guys to the warehouse guys who helped me load. This place was very nice.
The sales associate was so helpful in finding me the right sectional. She did not have the couch I saw online, but showed me the fabric so that I could picture it better. The furniture took longer than estimated to arrive from the manufacture but they kept me upto date and the communication was great. The delivery guys went above and beyond and helped to get my very heavy coffee table where it needed to go in relation to the Sectional. I love the furniture and it was soooo reasonable.
The buyer DECLINED to purchase an additional warranty that would cover his sectional for 5 years. Please see attached invoice. The invoice in the bottom Left hand corner clearly states our policies and warranties. “Seller makes no warranty beyond any written description itemized on this order. · Such disclaimer does not affect manufacturer warranty, if any.” The standard manufacture warranty for this product is 6 months if no additional warranty is purchased. The customer has stated that the seams on several cushion covers and chaise cover are coming undone. However this sectional was purchased 14 months ago. As of 5/5/16 we offered to replace ALL seat cushion covers & ALL back pillow covers for the customer. We have verified the dye lot of the fabric used on this couch and we will make sure that the NEW cushion covers and pillow covers are made from the same dye lot. Even though the couch is out of warranty period we will provide this service and new product to the customer FREE OF CHARGE. We will not replace the ENTIRE sectional because there is nothing wrong with the frame. We will only replace the items that are defective. If the customer would like to accept our offer of NEW cushion covers & pillow covers, all he needs to do is call us at ###-###-#### and we will get them for him. It can take 5-10 business days for the new covers to be made. Once the covers are received into our warehouse we will call the customer and he is welcome to pick them up at his convenience during pick up hours. Please let us know how you would like to proceed. Amanda W[redacted] PresidentV-Dub Furniture
Due to our policies. ALL CUSTOM FURNITURE IS FINAL SALE.
We have gone above and beyond multiple times to try and correct this problem on the couch. The couch was repaired EVERY time that it was picked up. The last time we even went as far to BUILD NEW PIECES....
In upholstery there are folds on the furniture and seams where the fabric has to be cut and assembled. THIS IS 100% NORMAL. The customer is complaining about something that is 100% NORMAL IN UPHOLSTERED FURNITURE. There is No upholstered furniture that does NOT have SEAMS and does NOT have connection lines. The couch was tested and went through quality control multiple times and none of the complained items manifest any defect. If we cannot see the defect on our end, then we cannot fix it.
The couch was made exactly as it was ordered and we have redone it multiple time to code and the customer is still not satisfied. We sell Millions of dollars of couches and they are all built the same way. We only have 1 way to build couches and if the customer is not happy with it, we do not have an alternative way to build the product. The product is IDENTICAL to the sample model on all of our showrooms and was built the EXACT same way.
Due to the CUSTOM nature of the couch it falls under our "CUSTOM FURNITURE" policy which was signed by the customer and it states "CUSTOM FURNITURE IS NON REFUNDABLE AND HAS NO EXCHANGES- ALL SALES FINAL." On custom furniture All Sales Are Final.
We ALWAYS will try to fix or take care of any problems our customers have-- HENCE the multiple times we went to the customers house and multiple time we reupholstered the set. TheLAST time the furniture was delivered the customer was happy with the set and signed off on it.
We do still have the ottoman -- We have made several attempts to call the customer and arrange for delivery of the ottoman but have not gotten a call back. Please have the customer call our inventory department at ###-###-#### and we will get them set up for a delivery.
At this point we WILL NOT and CAN NOT do anything more on the couch. We cannot control what happens to the couch after we leave it at the customers residence. The last time the couch was dropped, it was upwrapped and set up and the customer inspected it and EVERYTHING WAS GOOD and the customer signed off on the couch.
I went to vdub furniture to buy a couch, the prices were cheap and the customer service was good until it came to the payment, we chose the 90 day payment plan with "no interest" so we put down $100 for the couch leaving us with $450 remaining. When I called the financial company they said I owed $550. They informed me the there is a $40 finance fee which I was not informed at the store but it did say it on the contract but no where does it say I owed an additional $60. I called the vdub store for an explanation and they said it's an additional Finance fee, so I called progressive the financial company back and they said this is not true, I'm going to the store today for my $60 that they robbed!