Nationwide Furniture Outlet

Revdex.com:
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,
[redacted]
[redacted]As you can see in the pictures attached, the diamonds can not be seen at all from the pictures. The owner is wrongly claiming that it is visible. Please help us get back our money from this company. This is dishonest business practice .

Customer message have been recorded in our system. Like we previously advised since [redacted] was involved by the consignee in the claim resolution, our hands are tied at this point and we will act according to A-Z claim specialist decision as per [redacted] terms and conditions.

Review: Nationwide Furniture Outlet ([redacted].) advertised a sofa sleeper set as Italian Leather. When delivered, there were many tears in the set. Nationwide paid [redacted] of Youngs Upholstery to repair. When the repair man came he said the set was vinyl. I have twenty pictures of the set deteriorating over a course of eight months. I have been in contact with Nationwide ([redacted]) over the course of eight months telling him the set is not leather. It is falling apart. [redacted] sent the pictures to the manufacture who said it is damage done to the set. This is a lie. Even under the cushions is tearing from the seams and the so called leather is deteriorating. I have had leather sofa sets for years lasting 15 years without a tear in the leather. That is why I bought and insisted on leather. It is durable. I have proposed many resolutions and have not received any response from Nationwide. I also asked [redacted] for the owner's name because I want to discuss this matter with him personnelly, but [redacted] refused to respond. Nationwide falsely advertised this set. It is not leather. I want a full refund or the set replaced with a real leather set. I have twenty pictures I can send to show you that this set is not leather. I am very upset as I am not wealthy and I am a single older woman - I feel I have been taken advantage of.Sincerely,[redacted]Desired Settlement: I want either a full refund or a replacement of real leather sofa sleeper and two loveseats.

Business

Response:

Customer [redacted] has purchased a sofa set in May/2012. The set is upholstered with genuine leather seating area and leather match back (as advertised). The furniture got severely damaged in transit (per customer verbal claim, not the paper that was signed) the outer packaging was damaged as well as the content. But customer claimed she was not at home at the time of the delivery and whoever she trusted to sign for it - signed for delivery in perfect condition without indicating any damages on the paperwork. For that reason when we have opened a damage claim with the carrier - it was declined based on the clean delivery paperwork signed by the consignee.

Review: I am writing in regards to a dispute deadbeat seller. You see, I ordered a living room set back in April. We received our furniture on 4/14/2014. The furniture was packed individually and each item was in a very tight fitting fiberglass bag. No damage was seen, so we accepted delivery.When I opened up the bags and placed the furniture in the room, I noticed that all three pieces (sofa, loveseat & chair) had damaged legs. Some didn't touch the floor, while others were crooked. I immediately called the seller to report the damage. The seller requested photos of the damage (which I supplied via email).I spoke to [redacted] who told me they were going to file a claim with the shipper & manufacture. I told [redacted] I didn't want the damaged furniture & requested a return. I was told this was not possible, because it would cost too much to ship back. I requested an exchange. Again, I was told I had to wait until they contacted the shipping company & manufacture. I was told to call back in 3 days. Three days passed and I called the seller to see what was going on. I spoke to [redacted] (who is allegedly the boss). [redacted] told me they didn't hear back from the trucking company or manufacture. I told him I didn't want the damaged furniture and [redacted] told me I wouldn't get a replacement unless the trucking company or manufacture covers the cost of the claim. I was told to call back.

Both me and my wife continued to call to try to get the issue resolved. After a while, [redacted] became hostile. He told my wife he was not going to pay for the damage. [redacted] told her he was waiting to recoup the cost from either the trucking company or manufacture. My wife asked [redacted] why we were involved with this. We are the consumer not the seller. He sold us the furniture, so he had to fix the problem. [redacted] repeated what he said initially, that he was waiting for the trucking company or manufacture to cover the cost. We called the credit company. They didn't help. The furniture is damagedDesired Settlement: The seller can have his furniture back. That has never been an issue. However, the seller don't want to make things right. Seller told credit company they couldn't reach us & that the furniture is not damaged. This is untruthful. I just want the furniture out of my house & have a refund credited to my GE credit card.

Business

Response:

The customer have received his furniture in perfect packaging and condition he signed for at the delivery. Upon assembling the sofas (attaching the feet) the customer had contacted us claiming that 2 out of 3 pieces (not all 3 as he claimed now) have feet that are not perfectly aligned with the ground and hence do not touch it all the way. During the phone conversation customer advised several times that he is not interested in addressing the presumable issue in form of a repair or a replacement as per terms of sale he signed upon purchasing due to the fact that his wife dislikes the set. He insisted that he wants us to pick up this set and send him another one his wife may like better. Due to the fact that customer request fully contradicted our terms of sale as well as the fact that the packaging from the set was discarded by the customer we had advised that we will not be able to perform a replacement with a different set and requested the images of the defect to proceed with the claim. Customer have sent us the images that showed a very minor fully easily repairable by leg adjustment defect. Although existence of which was quite questionable as well due to the fact that the picture was taken as a strange angle (attached) not making clear if it is the sofa or customer floor defect. Upon opening the claim, the manufacturer had requested more images from us as the ones provided by the customer where once again not clear. When we sent this request to the customer - he refused to comply claiming that he is not interested in fixing the issue with this set, but wants a different set instead because his wife dislikes the level of comfort of this set. When we advised that it will not be possible - the customer completely stopped communicating with us, ignored multiple E-mails and phone messages and a week later we have received a charge back from his credit card providing bank. We had presented our case to the bank with the full facts disclosure and it was decided in our favor, although most banks favor customers except the extremely unreasonable customer demand cases like that one.Due to the fact that we, as a business, made multiple attempt for a reasonable resolution of the customer claim as well as all the facts listed above we would like Revdex.com to close this case.

Consumer

Response:

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,

Business

Response:

Customer did not provide any explanation. We understand he is dissatisfied, but cannot offer what customer is considering satisfactory as it is not a reasonable demand. Please close the complaint.

Consumer

Response:

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.AThe legs of the furniture cannot be removed. They are part of the frame. Attached to the legs is silver feet, these were pre-installed. If you look at the photo the seller sent, you will see the legs of the furniture cannot be removed w/o ripping the leather. The silver feet of the sofa are not the issue here. The legs of the sofa are. And the legs (which look like a long board) are crooked. I had 30 days by law to obtain a refund or replacement. The seller did not comply with the law & ran out the 30 days. I should not have to pay for damaged furniture. I don't need to argue, I want to be treated respectfully. I tried to work things out with the seller previously, and he refused. As you can clearly see from his response, the seller rather argue than try to resolve the issue.I want a refund. The furniture was damaged upon arrival. The legs of the furniture were pre-installed and can't be removed. The seller already knows this. I still have the original packaging material and I would like the seller to take the furniture back & refund my money.

Regards,

Business

Response:

We will be happy to proceed with the claim and will do everything reasonably possible for it's successful resolution as soon as the customer will start cooperating with the normal claim procedure and not rely on a third party to simply refund his funds without reason after using the furniture for 4 months. We cannot guarantee though that the manufacturer will consider this claim at this point since we are outside any reasonable time period for claim submission and customer refused to cooperate on time. But we will still do everything possible from our end to persuade the manufacturer to grant the claim with a repair or replacement as per our terms of sale customer signed upon purchasing.

Review: I ordered a chair and sofa set(Poundex F7017 & 7018 Burgundy Tufted Leatherette Adjustable Sofa Set) from this vendor through [redacted]. The delivery was delayed by several weeks so [redacted] offered me $50 in compensation, but only after I removed the negative feedback about the poor shipping. The chair turned out to be damaged. I was communicating with an [redacted] customer service on a different issue and mentioned the damage. [redacted] insisted that I submit a claim. Many emails later [redacted] agreed to replace the damaged chair in this email: "On Wednesday, April 15, 2015 6:08 PM, NY Furniture Outlets Inc. - [redacted] Marketplace wrote: No need, [redacted], we will be sending you a new chair.[redacted]"Three weeks passed and I began writing emails asking about the chair replacement. The emails went unanswered so I submitted an [redacted] A-Z warranty claim. I did receive the following email after the claim was submitted:"1 of Poundex F7017 & 7018 Burgundy Tufted Leatherette Adjustable Sofa Set [ASIN: [redacted]] ------------- Begin message -------------Hello [redacted],The chair has been on back order for a few weeks now and we were just notified of the arrival of new stock by the manufacturer. The chair would be ready to ship out early next week, but since a A-z claim has been opened this will slow the process as now we will need to coordinate with [redacted] as per their policy.Thank you,New York Furniture Outlets"Now the vendor is reneging on replacing the chair. They want to stick me with the damaged furniture with no compensation.Desired Settlement: I want the vendor to ship a replacement chair per their original warranty resolution.

Business

Response:

To whom it may concern,When the customer received his merchandise he removed his negative feedback on [redacted] in regards with the delayed delivery and accepted a $50 partial refund for the inconvenience. Additionally, he claimed that both himself and his spouse had thoroughly inspected the merchandise at the time of the delivery and did not report any damages to the corner of the chair. Then, 2 months later, customer started claiming that the chair arrived damaged to begin with and he just "did not want to report it". Based on his claim customer asked us to replace the chair in full on our expense threatening to open A-Z claim when we asked why it was not reported within reasonable time as common sense and [redacted] policy dictated. Here is the quote from Mr. [redacted] message: "I'm through playing email ping pong. I'm going through the [redacted] A to Z warranty and get my chair replaced. I buy absolutely everything through [redacted] and they treat me like a valued customer."The chair was clearly damaged by the customer after 2 months of use and he is simply abusing [redacted] A-Z claim policy to make our company pay for it. We will act in accordance with [redacted] pending claim resolution decision as since the customer have involved them - it is out of our hands at this point.

Consumer

Response:

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.His response is total fabrication. Please review his other Revdex.com responses to recipients of damaged furniture, he always blames the customer. He also claims that I had the chair for 2 months before I made the claim and that is a lie. The furniture arrived on March 18 and [redacted] notified the [redacted] on April 15th that I had received a damaged chair. What he calls "2 months" is actually less than one month. He has already accepted responsibility for the damage and has promised me a new chair in two different emails.

Here is the rest of the email he pasted in his response, this is the first time he promised me a new chair:_____________No need, [redacted], we will be sending you a new chair.

Review: I purchased a bedroom set from this company online on 8/16/14. They delivered the set without the bed Sept 1st week. And I when I contacted them they said they made a mistake and delivered the bed to the wrong address and the supplier will deliver them the bed on 9/26/2014 and they will deliver the bed immediately once they receive it. As of today 10/7/2014 they didnt deliver the bed neither updated me on the status of the delivery. I contacted them again and their response is :

[redacted] sent this message to oguz [redacted] (pinkdesigndeals).

Your registered name is included to show this message originated from [redacted]. Learn more.

The seller offered another solution

Hi pinkdesigndeals,

The seller has responded to you and offered another solution to solve this issue.

Seller's message:

"Hello [redacted] We had submitted a status update pertaining to the bed with the manufacturer asking if it had arrived as scheduled. The manufacturer informed us that the eta for arrival of the bed has been pushed back to 10/26/2014. We can forward this email from them to you if you would like for proof. This of course was a surprise for us to find out as the manufacturer ensured us that the bed was set to arrive on the original date of 9/26/2014. We do apologize for this delay with the shipment of the bed, but ultimately you must understand that we have no control over the arrival of the bed from the manufacturer as we are fully depending on them to provide it on the given date since it is coming from their factory. We will continue to request updates from the manufacturer regarding the arrival of the bed and upon it's arrival will have it shipped out. we have notified the manufacturer that no other delays will be acceptable. Thank you, Nationwide Furniture"

This url shows the sale[redacted]Desired Settlement: I want the seller to deliver the bed this week

and I want them give me a credit for the delay

I want an apology from the seller for their irresponsible irrespectful actions

Business

Response:

Mr[redacted] had placed a purchase with us through our [redacted] store for a bedroom set on 8/16/2014. We shipped his items out with a third party carrier and he received his items on 9/11/2014. Mr. [redacted] notified us that upon delivery the bed he had purchased that goes along with the remaining pieces was missing. We notified him that we would look into the matter and get back to him right away. After gathering the necessary information it was determined that the shipment had been mislabeled at the time of pickup processing.

Here is the message we provided Mr. [redacted] explaining to him what had happened:

"The bed from your order was originally on it's own pallet which was unfortunately mislabeled at the time of processing for your order prior to shipment. Being mislabeled, the bed was delivered to another customer by accident which resulted in you not receiving it. The customer that did receive the bed opened the packaging thinking it was his order only to find out that it was not. We had arranged with the carrier to pick the bed back up from the incorrect customer. Unfortunately during the transit time back to the carriers terminal the bed sustained heavy damages since the packaging was already open from the wrong customer. Currently we are out of stock on the Vero beds in king size as the one for your order was our last one in stock. The next batch of beds are set to arrive on 9/26/2014. Once the new beds arrive we will have one shipped out to you as fast as humanly possible. We do apologize for the inconvenience and any frustration that it has caused"

Since the bed Mr. [redacted] purchased was damaged during transit after retrieval from delivery to the wrong address we had to order a new bed from the manufacturer. At the time the manufacturer was out of stock of those beds and were set to arrive on 9/26/2014 and upon arrival we would have it shipped out to him as soon as possible. Mr. [redacted] had agreed to wait for the bed to arrive. On 9/26/2014 we submitted a request to the manufacturer to confirm the arrival of the bed and they had notfied us that everything was on track. We waited for confirmation from the manufacturer that the bed was ready for shipment.

On 10/7/2014 Mr. [redacted] messaged us asking for a update regarding the bed shipment. We contacted the manufacturer once again asking if the bed was ready for shipment. The response we received from the manufacturer was that the bed did not make it on this container and was pushed back for arrival until 10/26/2014. We messaged Mr. [redacted] and notified him of the situation.

Here is that message:

"Hello [redacted] We had submitted a status update pertaining to the bed with the manufacturer asking if it had arrived as scheduled. The manufacturer informed us that the eta for arrival of the bed has been pushed back to 10/26/2014. We can forward this email from them to you if you would like for proof. This of course was a surprise for us to find out as the manufacturer ensured us that the bed was set to arrive on the original date of 9/26/2014. We do apologize for this delay with the shipment of the bed, but ultimately you must understand that we have no control over the arrival of the bed from the manufacturer as we are fully depending on them to provide it on the given date since it is coming from their factory. We will continue to request updates from the manufacturer regarding the arrival of the bed and upon it's arrival will have it shipped out. we have notified the manufacturer that no other delays will be acceptable. Thank you, Nationwide Furniture"

The response we received from Mr. [redacted] was the following:

"This is ridiculous! How is it that my problem that you don't know where to buy from I want the bed this week"

At this point Mr. [redacted] had escalated his case with [redacted] and requested a final solution.

We messaged Mr. [redacted] one last time in an attempt to offer an alternative of returning the merchandise for a full refund if he did not want to continue to wait.

Here is that message:

"We understand that you do not want to wait for the bed to arrive on 10/26/2014, but please do understand that the bed you purchased is sold by one manufacturer only and they are currently out of stock. We are fully dependent on the manufacturer for the arrival of the bed and are more then happy to have it sent out to you upon it's arrival. We have no control over the fact that the manufacturer has pushed back the eta for arrival on the bed and since they are the only manufacturer of the bed our only option is to wait.

If a refund is an alternative you would prefer then we can of course issue this. To do so though we would need the items that you have received sent back to us and upon conformation of delivery back to our warehouse we will issue the refund."

We are willing to supply the bed that Mr. [redacted] purchased once it arrives in from the manufacturer, but he does not seem to want to wait any longer. The arrival of the bed is fully dependent of the manufacturer and is something we have no control over. Alternatively Mr. [redacted] can return the merchandise he has received and upon arrival we will issue a full refund.

Consumer

Response: