Pacific Home

Complaint: [redacted] I am rejecting this response because: The way they stated the facts are untrue I did immediately call them once I determined that the couch was ordered wrong She rudely stated that she was right and I either had to wait four months for another couch or take one that had been on the floor already for the same price that both her workers stated was scratched and damaged I had already been without a couch for fours months and had first asked to be refunded which she stated she would not do She did email me after talking very rudely with me after I stated several times that I was being forced to take something I did not order I stated that I did not deserve to be talked to in the manner she was addressing me and that I would get a lawyer and file a complaint with the Revdex.com for the treatment I had received After reading this though their reviews online, it also seems that several other customers have similar feelings that I had in regards to their costumer service I also have the original paperwork for the couch when I went in the first time, which was the time I sat on the couch, and it shows the correct configuration I wanted highlighted This same paper is the one I forwarded that day to their manager The day I ordered the couch they no longer had the couch in the show room that I wanted anf they did ensure to me that they put in the order correctly after I asked them several times to ensure that the daybed was on the side I wanted it to be Sincerely, [redacted]

Ms [redacted] visited the Pacific Home showroom several times and discussed with several different employees the purchase of a floor model [redacted] SectionalDuring a visit to the showroom Ms [redacted] was given a Tear-Sheet by salesperson LK with information regarding the sectional measurements, configuration and options for specific modular pieces availableMs [redacted] returned to the showroom on 9/1/to purchase the sectional however the item was no longer in stock and she chose to custom order the [redacted] Sectional in Grade H fabricMs [redacted] purchased a Custom Order [redacted] Sectional which was requested as a Right Arm Facing (RAF) Daybed with Left Arm Facing (LAF) Grand SofaPlease see the attached sales order documentationAll Custom Orders are Final Sale and non-refundable, therefore details such as fabric options, Color, Configuration, measurements, Estimated Time of Arrival for custom order and delivery are reviewed in detail with the client prior to final purchaseThe standard lead time for all custom order upholstery is 3-months from the purchase dateThe ETA to Honolulu for this custom order # [redacted] was stated as 12/30/Due to stock availability, the same sectional Ms [redacted] custom ordered became available as an in-stock piece and Management approved the fulfillment of the custom order with a stock piece so that Ms [redacted] would not have to wait for her Custom Order which had an ETA to Honolulu of 12/8/Ms [redacted] received delivery of the [redacted] Sectional (Right Arm Facing (RAF) Daybed with Left Arm Facing (LAF) Grand Sofa in Grade H fabric) on 11/24/At the time of delivery she stated to the delivery team that the daybed was on the wrong side and that she had wanted the opposite configurationSince no error was detected (the item being delivered matched the sales order paperwork) the delivery team notified Management that the client was unsatisfiedManagement immediately called Ms [redacted] while the delivery team was still onsite to discuss the issue and understood that although the item being delivered was not incorrect for what was ordered, it was not the configuration that the client wished to haveManagement noted that there were in-stock pieces in the same fabric and desired configuration and offered to swap out the sectional but Ms [redacted] refusedManagement also offered to custom order the desired configuration for Ms [redacted] but she refusedMs [redacted] stated that she intended to retain a lawyer as well as write negative reviews online if she did not get a refund and that she was unsatisfied but would keep the sectional as delivered and signed the delivery paperwork accepting the piece in good conditionUnderstanding that the client remained unsatisfied Management sent Ms [redacted] a follemail the same day of delivery (11/24/17) to again attempt to offer a resolutionPlease see attached email documentation and email as stated below: Aloha ***, I wanted to contact you to let you know that our offer to swap the sofa you ordered for a configuration that suits your needs better standsWe do have a piece that is the alternate configuration to what you ordered and we would happily make the swapPlease let us know if that works for youAlternately we could custom order a new pieceIt is possible that it could come as quickly as your first custom order did (only months and weeks instead of our standard 3-months:) We truly appreciate and value your business and we are certainly here to do what we can to resolve any issueAlso we do see you are registered as a military discount customerFrom one military family to another, thank youWe do thank you for your service Kindest Regards & Happy Holidays, Aloha, pacifichome furnishing your pacific lifestyle Ala Moana Blvd Honolulu, HI Ms [redacted] did not respond to the email and Pacific Home has heard nothing further regarding the client's dissatisfaction until notification of her Revdex.com complaintPacific Home truly wants customers to be satisfied with their shopping experience, customer service, products and purchases and we strive to resolve any issue or complaint in a timely mannerPacific Home believes that the client was offered an appropriate resolution to the issueWe cannot offer to refund a percentage of the purchase price for an item that was delivered as purchased and in new conditionPlease note: The purchase price stated in the client’s complaint ($6310.00) is incorrectThe correct purchase amount was $– please see attached sales order documentationPlease let us know if additional information or documentation is needed to satisfy this complaintMahalo

Complaint: [redacted] I am rejecting this response because:I understand that Pacific Home sells products and those products have warrantiesI also understand the results of the lab reportTherefore, I understand that PH has no legal obligation to help us return, reupholster or exchange our couch.My complaint has nothing to do with PH’s legal obligations or attempting to obtain a new couchIt is in regards to my feeling as a consumerAs a customer of PH, I just want to feel good about spending over $3K for a couchWe love our couch, but we just didn’t expect the fabric to change and start pilling after monthsBased on the photos I submitted, the worst pilling occurs on the sides of the cushions that we DO NOT come in contact withHow is that due to a blanket, person or our small dog? It’s obviously because the cushions rub together and the fabric starts pillingHonestly, if it was isolated to the sides of the cushions where I couldn’t see it I wouldn’t mindWhere is becomes a disappointment is when people come over and ask us what’s wrong with our couchI honestly expected that PH would reject the labs decision, look at our situation realistically and offer to helpAlthough I appreciate the 40% discount, they surely cannot expect us to spend more money on another couch that they or their manufactures may not supportIt made us feel like they would be making money on another transactionI have no idea if that was wholesale pricing or notLike I said to Scott, I don’t know couches or fabric, I just know my current situation.The day I sent the attached email I also submitted a yelp review and the Revdex.com complaintScott called me not after the email, but directly after the Yelp reviewI was excited! Finally, the COO calls me to make things right!! He told me he didn’t want to hear my story and that’s not why he calledHe was extremely condescending and his tone of voice was frustrated and angryScott called to inform me that I didn't understand the agreement I signed when I bought the couchHe also made it very clear that PH did everything they could to submit the claim and it’s not their fault that it was rejectedI said that I understood the process of submitting damage claims, the lab report and I praised his staff’s customer serviceI explained that I was unhappy with the result of the lab report and the pilling couldn’t possibly be our faultHe just kept coming back to his legal obligationI did get upset during our call because he wasn’t calling to helpAll I want is someone to help resolve my issueWhile demeaning me, here are some of the things he said Next time, I should shop at [redacted] I assume that he meant that [redacted] customers aren’t smart or educated about their purchases? On a side note, my sister bought all her [redacted] thereHe didn’t want ignorant customers like me shopping in his storeI shouldn’t talk about things I don’t understandIt’s extortion to submit yelp reviews when I didn’t know what I was talking aboutI don't see it as "extortive." I’m not using violence, intimidation or abuse of authority to get what I wantI knew when I submitted that review I was keeping my current couchI simply wanted others to know my negative experience, so they can make an informed decisionThat’s one purpose of yelp and the Revdex.com, right? He told me that because of my career I would understand “science” and therefore lab reports.What kind of COO and person in general calls its customer and tells them these things? As a consumer, I would like to be happy about the local businesses I choose to buy fromIn the end, I would have hoped that Pacific Home would have provided us with a quality product not because it was their legal obligation, but because they strive to provide great customer serviceI will not work with this company againTherefore, I reject this response by the business to resolve this complaintBecause they rely on their legal obligations and protecting their manufactures over their customers this complaint seems to have no hope of being resolvedThank you.Please note that I choose not to have my legal name included in the online text or attachmentsI really appreciate that you listen to consumer complaints

Complaint: ***
I am rejecting this response because: The business simply says it has no recordsHas not offered or made any attempt to contact former employee that has knowledge of the transactionsHas made no sincere effort to acknowledge the issue
Sincerely,
*** ***

Dear Ms***-We have thoroughly and completely gone through all communication with Ms*** in regards to to issue at handUpon contact from Ms*** we did everything in our power to find evidence of the alleged store credit for the client that purchasedThere is no purchase history for
Ms*** and the credit in question is for a purchases made by a Mr*** *** The initial communication from Ms*** was not in regards to a store credit but was a demand for a cash refund of $for a return of a coffee table that may have been purchased by Mr*** in Unfortunately the client has no receipt of purchase, no receipt of return and no documentation that could identify a return or subsequent issue of a store creditThe last purchase made by Mr*** was in and was in the amount of $ We do have a copy of that particular transaction which was provided to us by Ms***The transaction is a deposit transaction (a 50% deposit for a custom order item) There is no item name, item code or item description on the deposit receipt that was providedThis receipt does not identify the purchase or return of a coffee table nor does it identify that a credit for that item exists All store credits are processed at the time of item returnThe system processes the return and the salesperson is asked to identify the mode of returnThe options are credit, cash or refund to credit cardThe transaction between and store return and the issue of a store credit are synonymous and the credit receipt is printed and recorded in the system at that time We do have a master list of all credits processedThere is not a credit or return history for Mr*** or Ms*** in the amount of $or any other amount and unfortunately we were not provided with a return receipt, credit receipt, gift card, or communication stream with anyone in the employ of Pacific Home that could identify the existence of a coffee table return or creditWe would never under any circumstance not honor a credit however for obvious reasons, like any store or business we do require documentation of an item purchase, return and subsequent credit issuedWithout proof of return and proof of mode of return (credit, cash or refund to credit card) we cannot confirm that a credit exists We believe this to be a reasonable, fair and very standard practice of business. All of our clients are of the utmost importance and store protocols in regards to documentation of purchase, return and credit are put in place to protect both the client and the businessIf Mr*** could provide documentation f the credit issued we would be more than happy to honor the credit As an act of good faith in hopes of providing some resolution we did offer Ms*** a very specialized 35% discount off a future purchase of $are moreThis offer was made in September of and we have received no communication from the client sinceWe are truly sorry to hear that the client has filed a complaintWe do believe we did everything possible to identify a solution for this situationPlease don't hesitate to contact us with further questions.Kind Regards,Kami S*Pacific Home Management

The client purchased a custom order slip cover on October 24, 2015. Please see attached receipt of purchase as well as Limited Warranty for this product.  As stated in the warranty information regarding Fabrics – custom fabrics are only warranted by the fabric mill. “FABRICS: Indoor...

Residential, (Only as warranted by the fabric mill) Fabric manufacturers do not guarantee wear ability, quality, colorfastness, shrinkage, wrinkling or stretching of fabrics. While we make every effort to select fabrics that are durable and colorfast, we regret that we are unable to honor adjustments, claims or credits involving these properties. Any adjustments will be at the discretion of said fabric manufacturer. Outdoor Residential Fabrics: (Only as warranted by the fabric mill).” The client notified Pacific Home of an issue with the fabric fading on her custom slipcover on 8/25/16. Pacific Home submitted this warranty claim with photo documentation to the manufacturer on 9/1/16. We received a denial of the claim in writing sighting “Sun Fade” as the reason for the discoloration. The photos submitted by the client confirm that the placement of the sofa in front of a window exposed to direct sunlight. The client was notified of the claim being denied and was contacted by on 10/11. The client was unhappy with the outcome and was contacted by Pacific Homes Customer Service Manager. The client was asked to bring one of the casings in to the store to be inspected by our buyer and claims manager. The item was fully inspected and verified to have fading discoloration on only one side of the fabric which indicates exposure to direct sunlight. There was no defect to the fabric other than discoloration. On 10/21/16 Pacific Home offered a 30% courteously discount to the client if she wished to re-order a new slipcover and offered suggestions for a fade resistant fabric. We did not receive any further communication from Ms. S[redacted] after that. Please review all attached documentation. We are truly sorry for the issue that Ms. S[redacted] incurred with her slipcover and will gladly provide the Revdex.com with any additional information or documentation needed to address this matter. Thank you.

In regards to the warranty Pacfic Home claimed to have, the colorfast of the material was never commented on prior to this thread. In fact, they never addressed it when I brought a slipcover in for their "inspection". Had I bought a new slipcover with the "secured special 30% off discount" I would still had been out $1,300 for yet another slipcover that they wouldn't uphold any warranty with the discoloration. When purchasing this couch I should have been given information on the company's warranty information in addition, I should have also should have signed a form acknowledging this so called "warranty".

Complaint: [redacted]
I am rejecting this response because:
The way they stated the facts are untrue.  I did immediately call them once I determined that the couch was ordered wrong.  She rudely stated that she was right and I either had to wait four months for another couch or take one that had been on the floor already for the same price that both her workers stated was scratched and damaged.  I had already been without a couch for fours months and had first asked to be refunded which she stated she would not do.  She did email me after talking very rudely with me after I stated several times that I was being forced to take something I did not order.  I stated that I did not deserve to be talked to in the manner she was addressing me and that I would get a lawyer and file a complaint with the Revdex.com for the treatment I had received.  After reading this though their reviews online, it also seems that several other customers have similar feelings that I had in regards to their costumer service.  I also have the original paperwork for the couch when I went in the first time, which was the time I sat on the couch,  and it shows the correct configuration I wanted highlighted .  This same paper is the one I forwarded that day to their manager.  The day I ordered the couch they no longer had the couch in the show room that I wanted anf they did ensure to me that they put in the order correctly after I asked them several times to ensure that the daybed was on the side I wanted it to be.
Sincerely,
[redacted]

The client purchased a custom order sectional in December 2014. Please see attached Limited Warranty for this product.  As stated in the warranty information regarding Fabrics – custom fabrics are only warranted by the fabric [redacted]. “FABRICS: Indoor Residential, (Only as warranted by the fabric...

[redacted]) Fabric [redacted] do not guarantee wearability, quality, colorfastness, shrinkage, wrinkling or stretching of fabrics. While we make every effort to select fabrics that are durable and colorfast, we regret that we are unable to honor adjustments, claims or credits involving these properties. Any adjustments will be at the discretion of said fabric manufacturer. Outdoor Residential Fabrics: (Only as warranted by the fabric [redacted]).” Resolution for customer issues is a top priority for Pacific Home. As an agent for the client not the manufacturer or warrantor of custom made goods, Pacific Home pursued this claim diligently and aggressively for 4 months in hopes of obtaining a positive result (Please see attached email documentation). The customers Toss Pillow Casing was sent to the [redacted] for inspection in April 2016 and then submitted by the [redacted] to an independent blind lab for full inspection. Unfortunately the manufacturer denied this claim based on extensive review of the item and laboratory findings which indicated without doubt that the item was not defective and that the damage came from an outside source (Please see Lab report findings). All claims receive the full attention of our claims department and claims are very rarely denied unless the evidence found during rigorous inspection finds the claim un-warranted. Submission of any claim does not guarantee its approval or specific resolution and our claims process can take up to 6 months to resolve. The manufacturer has been in business 35 years and has approved 99% of all claims submitted by Pacific Home for the past 7 years.  Although the item was not found to be defective Pacific Home did offer in good faith a discount of 40% on a replacement sofa of choice. We regret that the client is not satisfied with this offer. After being told that the claim was denied by the manufacturer Ms. [redacted] sent a threatening email to Pacific Home in which she vowed to defame our business through social media and other means if she did not receive a full replacement of her sofa. We consider this to be an extortive tactic and we will not entertain any further communication or resolution with this client regarding this issue. Ms. [redacted] did receive a phone call directly from the COO of Pacific Home on 7/25/16 to address her complaint and unfortunately Ms. [redacted] was verbally abusive, using profanity, and did not want to entertain any type of resolution other than a full replacement of her purchase. Pacific Home notified Ms. [redacted] in writing that her toss pillow casing is available for pick up at her convenience during our normal business hours. We will gladly provide the Revdex.com with any additional information or documentation needed to address this matter. Thank you.

Complaint: [redacted]I am rejecting this response because:I understand that Pacific Home sells products and those products have warranties. I also understand the results of the lab report. Therefore, I understand that PH has no legal obligation to help us return, reupholster or exchange our couch.My complaint has nothing to do with PH’s legal obligations or attempting to obtain a new couch. It is in regards to my feeling as a consumer. As a customer of PH, I just want to feel good about spending over $3K for a couch. We love our couch, but we just didn’t expect the fabric to change and start pilling after 4 months. Based on the photos I submitted, the worst pilling occurs on the sides of the cushions that we DO NOT come in contact with. How is that due to a blanket, person or our small dog? It’s obviously because the cushions rub together and the fabric starts pilling. Honestly, if it was isolated to the sides of the cushions where I couldn’t see it I wouldn’t mind. Where is becomes a disappointment is when people come over and ask us what’s wrong with our couch. I honestly expected that PH would reject the labs decision, look at our situation realistically and offer to help. Although I appreciate the 40% discount, they surely cannot expect us to spend more money on another couch that they or their manufactures may not support. It made us feel like they would be making money on another transaction. I have no idea if that was wholesale pricing or not. Like I said to Scott, I don’t know couches or fabric, I just know my current situation.The day I sent the attached email I also submitted a yelp review and the Revdex.com complaint. Scott called me not after the email, but directly after the Yelp review. I was excited! Finally, the COO calls me to make things right!! He told me he didn’t want to hear my story and that’s not why he called. He was extremely condescending and his tone of voice was frustrated and angry. Scott called to inform me that I didn't understand the agreement I signed when I bought the couch. He also made it very clear that PH did everything they could to submit the claim and it’s not their fault that it was rejected. I said that I understood the process of submitting damage claims, the lab report and I praised his staff’s customer service. I explained that I was unhappy with the result of the lab report and the pilling couldn’t possibly be our fault. He just kept coming back to his legal obligation. I did get upset during our call because he wasn’t calling to help. All I want is someone to help resolve my issue. While demeaning me, here are some of the things he said…1.  Next time, I should shop at [redacted]. I assume that he meant that [redacted] customers aren’t smart or educated about their purchases? On a side note, my sister bought all her [redacted] there. 2. He didn’t want ignorant customers like me shopping in his store. 3. I shouldn’t talk about things I don’t understand. 4. It’s extortion to submit yelp reviews when I didn’t know what I was talking about. I don't see it as "extortive." I’m not using violence, intimidation or abuse of authority to get what I want. I knew when I submitted that review I was keeping my current couch. I simply wanted others to know my negative experience, so they can make an informed decision. That’s one purpose of yelp and the Revdex.com, right? 5. He told me that because of my career I would understand “science” and therefore lab reports.What kind of COO and person in general calls its customer and tells them these things? As a consumer, I would like to be happy about the local businesses I choose to buy from. In the end, I would have hoped that Pacific Home would have provided us with a quality product not because it was their legal obligation, but because they strive to provide great customer service. I will not work with this company again. Therefore, I reject this response by the business to resolve this complaint. Because they rely on their legal obligations and protecting their manufactures over their customers this complaint seems to have no hope of being resolved. Thank you.Please note that I choose not to have my legal name included in the online text or attachments. I really appreciate that you listen to consumer complaints.

Ms. [redacted] visited the Pacific Home showroom several times and discussed with several different employees the purchase of a floor model [redacted] Sectional. During a visit to the showroom Ms. [redacted] was given a Tear-Sheet by salesperson LK with information regarding the sectional measurements,...

configuration and options for specific modular pieces available. Ms. [redacted] returned to the showroom on 9/1/17 to purchase the sectional however the item was no longer in stock and she chose to custom order the [redacted] Sectional in Grade H fabric. Ms. [redacted] purchased a Custom Order [redacted] Sectional which was requested as a Right Arm Facing (RAF) Daybed with Left Arm Facing (LAF) Grand Sofa. Please see the attached sales order documentation. All Custom Orders are Final Sale and non-refundable, therefore details such as fabric options, Color, Configuration, measurements, Estimated Time of Arrival for custom order and delivery are reviewed in detail with the client prior to final purchase. The standard lead time for all custom order upholstery is 3-4 months from the purchase date. The ETA to Honolulu for this custom order #[redacted] was stated as 12/30/17. Due to stock availability, the same sectional Ms. [redacted] custom ordered became available as an in-stock piece and Management approved the fulfillment of the custom order with a stock piece so that Ms. [redacted] would not have to wait for her Custom Order which had an ETA to Honolulu of 12/8/17. Ms. [redacted] received delivery of the [redacted] Sectional (Right Arm Facing (RAF) Daybed with Left Arm Facing (LAF) Grand Sofa in Grade H fabric) on 11/24/17. At the time of delivery she stated to the delivery team that the daybed was on the wrong side and that she had wanted the opposite configuration. Since no error was detected (the item being delivered matched the sales order paperwork) the delivery team notified Management that the client was unsatisfied. Management immediately called Ms. [redacted] while the delivery team was still onsite to discuss the issue and understood that although the item being delivered was not incorrect for what was ordered, it was not the configuration that the client wished to have. Management noted that there were in-stock pieces in the same fabric and desired configuration and offered to swap out the sectional but Ms. [redacted] refused. Management also offered to custom order the desired configuration for Ms. [redacted] but she refused. Ms. [redacted] stated that she intended to retain a lawyer as well as write negative reviews online if she did not get a refund and that she was unsatisfied but would keep the sectional as delivered and signed the delivery paperwork accepting the piece in good condition. Understanding that the client remained unsatisfied Management sent Ms. [redacted] a follow-up email the same day of delivery (11/24/17) to again attempt to offer a resolution. Please see attached email documentation and email as stated below: Aloha [redacted],   I wanted to contact you to let you know that our offer to swap the sofa you ordered for a configuration that suits your needs better stands. We do have a piece that is the alternate configuration to what you ordered and we would happily make the swap. Please let us know if that works for you. Alternately we could custom order a new piece. It is possible that it could come as quickly as your first custom order did (only 2 months and 3 weeks instead of our standard 3-4 months:) We truly appreciate and value your business and we are certainly here to do what we can to resolve any issue. Also we do see you are registered as a military discount customer. From one military family to another, thank you. We do thank you for your service.   Kindest Regards & Happy Holidays,   Aloha,   pacifichome furnishing your pacific lifestyle 744 Ala Moana Blvd.  Honolulu, HI 96813    Ms. [redacted] did not respond to the email and Pacific Home has heard nothing further regarding the client's dissatisfaction until notification of her Revdex.com complaint. Pacific Home truly wants customers to be satisfied with their shopping experience, customer service, products and purchases and we strive to resolve any issue or complaint in a timely manner. Pacific Home believes that the client was offered an appropriate resolution to the issue. We cannot offer to refund a percentage of the purchase price for an item that was delivered as purchased and in new condition. Please note: The purchase price stated in the client’s complaint ($6310.00) is incorrect. The correct purchase amount was $5442.93 – please see attached sales order documentation. Please let us know if additional information or documentation is needed to satisfy this complaint. Mahalo.