Anna's Home Furnishings

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. The store manager, Tysen finally emailed me on 2/4/2016 (the day after I had filed the complaint) to let me know that he has mailed me a check. When I got home from work that day the check was already in my mailbox. I deposited the check right away. In Tysen's email he also asked me to contact him to schedule an appointment to have the defected dresser exchanged. I did not respond because it is not worth the stress or the time for me anymore. I will be working with a reputable furniture company down by Sea-Tac to have the dresser fixed, which I will pay for out of my own pocket.Consumers should be warned about Anna's Furniture in Lynnwood. Thank you so much for your help in getting my issue resolved. -[redacted]

On 11/10/15 [redacted] purchased a 5 piece bedroom set and mattress from us and contracted a third party delivery company (Streamline Furniture Moving and Delivery Service) to have her furniture delivered on 12/1/15.
On 1/8/16 Mrs. [redacted] purchased a dining set, a desk and office...

chair.  She had her pieces delivered the next day.  Apparently there was some miscommunication between Mrs. [redacted] and her salesperson Mark.  She was told that everything was in stock and that she could have her pieces delivered the next day.  The following day when her pieces were delivered, she had noticed that they still had price tags on them and when she called the store she was angry because she did not want to floor models because she said they were used furniture.  Mrs. [redacted] made it sound like everything was “damaged” so she refused the entire delivery.  We told her that we normally sell everything off the showroom floor first if the customer wants it right away and that if she wanted to special order a new set that she would have to wait up to 4 weeks.  She agreed to ordering and we took back the furniture.  So we ordered her all brand new pieces with the exception her office chair since it was discontinued, we refunded her money and sent her a refund check right away.
On 1/9/16 Mrs. [redacted] emailed us pictures of her dresser and mirror and complained that there was a huge gap between the dresser and mirror that she could see "light bleeding through". This gap that she complained about was approximately 1/8th of an inch which is considered normal and within factory tolerance from any manufacturer.  But because the fact that Mrs. [redacted] has a window directly behind where her dresser and mirror are, the lighting shining through her window amplified her issue. As you can see from the attached photo the mirror sits flush with the top of the dresser with virtually no visible gap between her mirror and dresser.  The only way you notice is because of the large amount of light that shines through her furniture.
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On 1/15/16 We emailed Mrs. [redacted] this response:Hi [redacted],Your New order will ship next week. Will call you and setup a delivery for FREE when it comes in. H/E has approved a new top to be replaced for your dresser. When the apart comes in will call to schedule a repair tech to fix the top for you for free. If you have any questions. Feel free to call me or email.
Best Regards,Mark P[redacted]
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On 1/16/16 Mrs. [redacted] sent us another email requesting that the entire dresser be replaced instead of ordering a new top. In her email she complained that the delivery company had to re-center and remount her mirror per her request. After doing so, this left an extra set of drilled screw holes in the back of her dresser.  Mrs. [redacted] did not like the fact that there were extra holes on the backside of her dresser which were not even visible once the dresser is pushed up against the wall.
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On 1/13/16 we emailed Mrs. [redacted] this response:Hi [redacted],I’m so sorry for giving you a bad experience. I’m going to make sure your taken care of. Firstabout this problem with the mirror dresser. I have emailed pictures you have attached to customer service manager for your dresser.Just waiting for a response.About your new order. Winners company has given me that it will be pick up this friday and we will receive it middle of next week.
------------------------------------------------Even though the manufacture agreed to send out a replacement dresser top piece, on 1/19/16 the store went ahead and just ordered the customer a completely new dresser to satisfy the customer’s request.
 Mrs. [redacted]’s dining room set and desk arrived to our store on 1/28/16.  We called her shortly after the store opened to setup delivery.  We knew how urgent this matter was with our customer so we proceeded to call her numerous times throughout the day and left messages and emails to try and contact her.  Up until this point Mrs. [redacted] had never mentioned anything about contacting her via email as her preferred method of communication.  The customer finally called back that afternoon, and started to rant about how poorly we’ve been servicing her and how displeased she was with even the delivery company.  I apologized once again and even found her a different delivery company to use the second time.  She told me to make sure that the new delivery company “doesn’t damage the furniture”.  I had to stop her right there and then explain to her that, I’ve found her another company to use for the delivery because she was upset with the other delivery.  I had to explain to her that I do not have the powers to control what other people do.  I told her that this is a third party company and we have no control over what they do or don’t do and that I’m just providing her with another option.  At this point, I knew that even if we went ahead and had the secondary delivery company deliver her new furniture, Mrs. [redacted] would find something to be unhappy about whether it be with the delivery company’s service or with the new furniture she would receive.  I made the decision right then and there to refund the customer’s money and not to deliver her furniture.  The store issued a refund check# [redacted] in the amount of $1,969.89 and it was dropped in the mail on 2/1/16.  We sent her a final email on 2/4/16 letting her know when the check went out and that she should be receiving it any day.
In order to stop wasting her time and the delivery companies time, we told Mrs. [redacted] that we reserved the right to refuse service to her and that a refund check was in order.  In my 12 years of customer service experience, I know that there are some customers that no matter what you do for them, they just won’t be happy.  Even though we’ve tried to go above and beyond to provide world class service for this customer (our A+ rating with the Revdex.com speaks for itself), it is a fact that you cannot satisfy 100% of your customers and unfortunately for Mrs. [redacted], she’s one of them.