Pacific Travel Center

Initial Business Response / [redacted] (1000, 5, 2016/03/21) */ The mirror for $ [redacted] was tagged appropriately as an "as is" product due to a small crack in the baseThe mirror next to it was $ [redacted] and tagged appropriately due to its pristine conditionAfter conferring with ownership and the salesperson, we have determined our salesperson erred and offered the pristine mirror for the discounted priceWe are contacting the customer today to have them pick it up Initial Consumer Rebuttal / [redacted] (2000, 7, 2016/03/21) */ (The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response / [redacted] (1000, 5, 2016/09/19) */ Hi, I can't find any purchase records under [redacted] , or the provided phone number Would it be possible for you to reach out and get clarification? Thanks, [redacted] Store Manager Initial Consumer Rebuttal / [redacted] (3000, 7, 2016/09/19) */ (The consumer indicated he/she DID NOT accept the response from the business.) Worldwide furniture transfer our case to [redacted] under case # [redacted] Final Consumer Response / [redacted] (4200, 27, 2016/10/07) */ (The consumer indicated he/she DID NOT accept the response from the business.) [redacted] according to thier coverage plan paragraph cover cracks Final Business Response / [redacted] (4000, 29, 2016/10/07) */ The customer's response indicates their issue is with [redacted] coverage, not Worldwide Further to this: This link illustrates [redacted] coverageThe customer speaks of paragraph 2.0, but this is for full-grain or top-grain leatherThe customer's sectional was bonded leather, which is covered in paragraph Note the exclusion of the phrase "of cracks or peels" which was included in the paragraph for full or top grain leatherExclusions 7.0, section I, also notes the exclusion of coverage for peeling of bonded furniture [redacted] (Note: The flyer in the pdf is personalized for Colder's Furniture, but is the same [redacted] Superior protection plan.) Hopefully,this ends our discussionThe furniture issues are beyond the manufacturer's warranty period and also the scope of their extended protection planI hope the customer finds a satisfactory and economical solution to their problemWe can direct them to the appropriate professionals if they wish

Initial Business Response /* (1000, 5, 2015/08/07) */
Customer has agreed to an offer of acceptable repair in lieu of wait for replacement
Initial Consumer Rebuttal /* (3000, 7, 2015/08/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I would like to wait
until appt on Thursday, *** *** to see if chair can be mended to my satisfaction before I make a final decisionI was told it would take weeks to replace my chair with a new one from manufacturer.They have already tried to repair the leg with no success so I am doubtful this action will be satisfactory
Final Consumer Response /* (2000, 10, 2015/08/17) */
The appointment went well so consider my complaint resolved

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me

We have endeavored to act on behalf of the manufacturer's warranty and the terms and conditions of the sale throughout this process. This was not acceptable to the customer. The customer has been contacted to discuss the representation of interactions with management and,
ultimately, to resolve the issue. We have agreed to work towards a replacement in the interest of customer satisfaction

Initial Business Response /* (1000, 7, 2017/06/30) */
Thank you for the opportunity to respond
Merchandise purchased from Worldwide Furniture carries a warranty provided by the manufacturer, which we facilitateThe manufacturer guarantees the product to be free of manufacturer's defects for
the warranty period and we provide the support and resources to complete the repair
In this instance, customer special ordered this chairSpecial orders are made specifically for that customer from a selection of materials outside what the store carries in it's showroomWe review with the customer that they are non-refundable and that there can be unforeseen delays with special ordersSpecial order products do have the same warranty as our regular products
When the customer contacted us with the problem, they immediately requested reselection, expressing an opinion the fabric was not durable
The customer ordered the chair in fabric of 100% polyester rated at 55,double rubs, an industry term to describe how many times one could expect to sit down, then get up before the fabric breaks downThis is a durable fabric
In the complaint, the customer describes the issue as "picks" and the attached photos seem to support this descriptionIt is important to note that a "pick" would denote some form of catching, puling, or scraping of the fabric, and technically not be covered under warrantyRegardless, the tech report uses the term "wear" and for that reason we approached the manufacturer for warranty serviceWe have ordered new left and right arms for the chair
At the time of the order the manufacturer was out of stock in the fabricOur most recent inquiry was on June 13th, when they responded they expect arrival very soonWe have sent another inquiry to them today and will continue to follow up to resolve in the shortest timeframe possible given the circumstancesWe will keep the customer informed of progress
During this period the customer has full use of the chair
We apologise for any delays
Initial Consumer Rebuttal /* (3000, 9, 2017/07/06) */
(The consumer indicated he/she DID NOT accept the response from the business.)
If the material was so "durable", it should not have picked so easily after only months of purchasing the item and only adults sitting on it My mistake was trusting World Wide Furniture and not checking the furniture when it was delivered
The whole reason I went with this company is because the furniture I had previously was also purchased at the same place and their customer service was exceptionalI cannot say the same for this experience
With a response like this, I can assure you that I WILL NOT purchase again from World Wide Furniture
Thank you for your help
Final Business Response /* (4000, 11, 2017/07/13) */
The replacement chair arms have arrived todayService is contacting the customer to arrange the repair

Initial Business Response /* (1000, 8, 2015/08/24) */
I appreciate the feedback that the customer service in the store was positiveAs a furniture retailer, our job is to uphold and facilitate the manufacturer's warrantyWe do not, nor do manufacturers allow for monetary compensation for
additional visits to honour warranty commitmentsAfter reading the complaint and reviewing our documentation, I believe we have upheld the manufacturer's warranty as well as have acted in good faith with regard to the customerWhen the dresser and chest were not deemed satisfactory, we replacedWhen there were problems with the replacement chest, we attempted repairWhen this was not satisfactory, we ordered a replacement due to not having one in stockI would also note that the customer has had use of the pieces throughout this processWe spoke with the customer on *** **th and scheduled the exchange for *** **thWhen we called to give the delivery window the day before, we were advised by the customer to suspend the deliveryWe remain ready to complete the exchange at the customer's convenience and hope to resolve this issue in short order
Initial Consumer Rebuttal /* (3000, 10, 2015/08/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
My biggest concern is that this transaction will continue on indefinitelySince the furniture is already assembled before delivery; are we able to inspect the furniture before it is delivered? This will save everyone time to ensure the furniture is working properly before delivery, and also confirm if it is/is not being damaged upon deliveryWe would like our next delivery to be our last interaction for this transaction
Where it appears out time has little value during this transaction; we just really want to minimize wasting any more of it
Final Business Response /* (4000, 12, 2015/09/02) */
We can certainly arrange for the piece to be viewed at the warehouse to ensure it is acceptablePlease note if this is agreeable and we can contact for a suitable time
Final Consumer Response /* (2000, 14, 2015/09/07) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Alright,
We will come by Saturday after 2pm; will that work?

Initial Business Response /* (***, 8, 2016/01/29) */
The customer made a deposit on a dining set and sectional on *** The full purchase price was *** To date, the customer has paid a total of* towards the original amountA system error allowed delivery of the product
without payment in fullWe would be happy to review the customer's payments against the original amount owing in order to assure the customer they would not be overcharged
Initial Consumer Rebuttal /* (3000, 10, 2016/01/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
It wasn't a system error that allowed delivery, your sales person told me that the dinning set was paid in full, then you had another system problem that showed the wrong amount left owingAgain I asked the person who took my payment about the amount and was told that the amount showing was what I owedI have an invoice that says I owe a balanceYou have system issues that is giving wrong invoices and now months after I have the products I'm being told that I still owe almost *** for a mistake that is with your systemI had told the *** who took my payment that it wasn't right and she checked the computer and ensured me that indeed the amount showing was all that was left owing on my purchaseThis is really bad service to have more then one staff person confirm amounts and then the system says yes you owe nothing further and then all of a sudden you do
Final Business Response /* (4000, 12, 2016/02/05) */
We disagree with the assertion that the customer is paying almost $*** for a system mistakeThe customer owes $*** because they have paid $*** against the contractually agreed upon amount of $*** at the time of purchaseWe apologize for any incorrect information generated by the system and passed on to the customer, but it does not change the fact that the agreed upon amount has not been paid
We fully appreciate the customer may be inconvenienced by this situation and, as such, have voiced an offer to reduce the amounts by $*** on their purchases, $*** after taxesThis leaves a balance of $***We feel this should more than make up for any inconvenience, and the customer would now be paying $*** less than they originally agreed to pay for the merchandise
We would welcome the opportunity to show the customer the payment history vsthe total amount and they are welcome to compare this to their records
Final Consumer Response /* (4200, 14, 2016/02/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Honestly, this is pointlessYour system and employees made the mistake, I informed them of the mistake when I was thereThey ensured me even though I told them that the amount wasn't correct that yes the system and their manual calculations were right
At this point, I guess it doesn't matter, it's either I pay or you send me to collections***
How you can disagree with me saying that I am paying almost *** for a system mistake is beyond me*** is almost ***I know what I paid, I told your people the amount wasn't right but I was assured that it was, twice.*** the services that I got from your company are far from satisfactory and ***
Then I was told by another one of your people that there was no one to make a complaint to about the whole situation*** *** I have an invoice saying that I owe you nothing and that my account is paid

Initial Business Response /* (1000, 5, 2016/09/19) */
Hi,
I can't find any purchase records under ***, or the provided phone number
Would it be possible for you to reach out and get clarification?
Thanks,
***
Store Manager
Initial Consumer
Rebuttal /* (3000, 7, 2016/09/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Worldwide furniture transfer our case to *** under case # ***
Final Consumer Response /* (4200, 27, 2016/10/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
*** according to thier coverage plan paragraph cover cracks
Final Business Response /* (4000, 29, 2016/10/07) */
The customer's response indicates their issue is with *** coverage, not Worldwide
Further to this:
This link illustrates *** coverageThe customer speaks of paragraph 2.0, but this is for full-grain or top-grain leatherThe customer's sectional was bonded leather, which is covered in paragraph Note the exclusion of the phrase "of cracks or peels" which was included in the paragraph for full or top grain leatherExclusions 7.0, section I, also notes the exclusion of coverage for peeling of bonded furniture
***
(Note: The flyer in the pdf is personalized for Colder's Furniture, but is the same *** Superior protection plan.)
Hopefully,this ends our discussionThe furniture issues are beyond the manufacturer's warranty period and also the scope of their extended protection planI hope the customer finds a satisfactory and economical solution to their problemWe can direct them to the appropriate professionals if they wish

Initial Business Response /* (1000, 5, 2016/03/21) */
The mirror for $** was tagged appropriately as an "as is" product due to a small crack in the baseThe mirror next to it was $*** and tagged appropriately due to its pristine conditionAfter conferring with ownership and the salesperson, we
have determined our salesperson erred and offered the pristine mirror for the discounted priceWe are contacting the customer today to have them pick it up
Initial Consumer Rebuttal /* (2000, 7, 2016/03/21) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 5, 2016/08/24) */
Thank you for the opportunity to respond.
Before commenting on my interaction with the customer, I would like to give some background pertaining to these issues.
I agree with the customer when she says the salesman "suggested" a time of...

arrival for her chairs. Customers are informed that we do not have definite times of arrival for product not in stock. We review policies with the customer at the time of purchase and have them sign off, signifying acceptance of this. Our invoice states " Due to unforeseen delays from our suppliers, or other factors beyond our control, arrival dates on Custom Orders and items that are not in stock are estimates only." Also noted on the invoice are "All sales are final upon delivery or pickup from the warehouse." and "All sales are subject to final approval by an authorized company official." These are all clearly stated on the invoice and signed off by the customer.
Regarding the 25% off promotion, the 25% is calculated from the regular (original) price and this is stated in our flyer and on in store signage. Flyers and signage also state "No price adjustments or price protection." I can provide copies should you require.
At the time of the customer's original purchase, because the chairs were not in stock, she was offered a second delivery at no charge so that she could enjoy her in stock pieces without having to wait for everything in one later delivery.
As stated, the customer came into the store during a 25% off promotion seeking price protection. We agreed to adjust her pricing even though we were under no obligation to do so. Because delivery of her first pieces was imminent, our POS system would not allow us into the invoice and necessitated manual calculations. At this point I should note that during this interaction, my desk employee described the customer as difficult and complaining about the amount of time needed to do the adjustments. After her departure, it was quickly discovered the customer was given too large of a refund, not because it was calculated off of the sale price, simply because it was miscalculated manually.
The account was now showing with a balance and the customer was contacted to make up the balance so as not to interfere with delivery timelines. At this time, for her trouble, the customer was given an additional credit equal to the original delivery charge ($[redacted] including taxes) to make up for this error.
I am unsure of the specifics of the customer's first two claims of not being called back, although I will say when we receive an customer inquiry our purchaser emails the manufacturer for an update and we pass on the information contained in those responses. The 8/19 call from the customer was on a Friday and we had an email with her update Monday.
When the customer came in 8/22 she asked to speak with me. After telling me her story, she brought up returning the table and cancelling the chair order as well. I told her that she was unable to return a product she had already accepted delivery of but that I would certainly attempt to call the product representative to try and find when her chairs would arrive. I was unaware the purchaser had already gotten this info and forwarded this to my office manager. I left to contact the rep, unsuccessfully, and returned to the customer with some information I could find in the system regarding her purchase orders. The customer expressed her complaint about us having her money for a product she didn't have. I offered to refund all but a 10% deposit on the chair balance and that she could pay the balance when they were in and ready to be delivered. At this point, the office manager interjected and informed us that she had the inquiry information and that the chairs were projected to arrive the following day. The customer then asked for a promise to refund her table and chairs if it was not in the warehouse the following day. I responded "no". The customer left claiming I would be dealing with someone else regarding this. She voiced her disapproval with a salesperson when exiting the store.
To this point, we have covered 2 separate delivery charges and processed refunds on her original sale, even when we were not obligated to do so. I agree we made an error in processing this transaction, but we did refund one of the above mentioned delivery charges aa a show of good faith for this error.
I would like to respond to the[redacted] comment and say that, for our part, this has been a very challenging interaction to deal with. I feel that this accusation is a result of not giving the customer what they have demanded, rather than my actions.
Her chairs have arrived and are ready to deliver to her, booked for Friday. We feel that with the previous concessions, delivery of her product should end this issue.
Initial Consumer Rebuttal /* (2000, 7, 2016/08/25) */
(The consumer indicated he/she ACCEPTED the response from the business.)