Prospect Florist

I am rejecting this response because: the dates were not accurate at allI still do not have a night stand and I purchased this bedroom set over months agoWe did agree to allow my wife and I to pick out a different bedroom set of the same value but we did not like any set that they had to offerAlso, if the bedroom set was " clearance" why are there pieces missingThe pieces were all there when we looked at it in the showcase floorAt this pointCompletely exhausted from going back and forth and $10,later still frustratedI am grateful for the mattress exchangeThat's about it

On 6/30/Mrs [redacted] made a purchase of two recliners chair with us Mrs [redacted] did have issues with the chairs and they were replaced under warranty with two brand new chairs on 3/9/and 3/19/ Once chairs are replaced for a brand new set under warranty, the warranty for that item is over We can not keep replacing chairs for Mrs [redacted] every year

We have no problem refunding back our customer a full refundAfter we pick up our merchandiseShe needs to bring in her pink receipt in order to get a full refund

Tell us why hereMrs [redacted] purchased a piece sectional from American Furniture Galleries in Sacramento, ca on June 13th, for the amount of $The sectional that Mrs [redacted] selected was originally $1399, but was on sale for a 37% discount bringing it to $with 8.5% sales tax of $for a total of $915.27.The piece sectional was delivered to Mrs [redacted] on Saturday June 20th of The driver noted that there was a scratch on her chaise so we did an exchange on 06/25/which she signed and verified that everything was to her satisfactionMrs [redacted] was also present when our delivery crew delivered and set up the sectional and we did not receive any call or complaints stating that her merchandise was damaged.On April 22nd, Mrs [redacted] called American Furniture and stated that she was currently in the process of moving to Illinois and had her moving company there with her to load all of her belongingsShe stated that the moving company picked up the sectional and noticed a broken piece of wood and notified her that they would not be responsible if they load it into their truck due to the damageOn April 22nd, Mrs [redacted] called us and demanded that American Furniture go to her residence that day to do an exchange of the sectional as she was moving out that dayWe explained our procedures to Mrs [redacted] that we would need to schedule a technician to go to her home to inspect that damaged piece and forward the report to the manufacture in order to get approval of the exchange/part for repairMrs [redacted] sent us pictures of the damaged piece that same day and they were forward to the manufactureOn June 1st, [redacted] (customer service manager) emailed Mrs [redacted] to notify her that the manufacture was willing to do an exchange of the piece and that they would ship to American Furniture Galleries Warehouse without completing a formal inspection report due to her situationMrs [redacted] called back on June 1st, and stated that it would be ridiculous to ship the piece to California when she was in Illinois; we attempted to explain to the customer that the manufacture was unable to fulfill her request to ship it to her address and do an exchange.On June 8th, [redacted] at American Furniture Galleries emailed Mrs [redacted] and apologized that they were unable to have the piece shipped out to her residence in Illinois and they were trying to do everything we could on our end to find a resolutionMrs [redacted] *as given an option to have the piece shipped to American Furniture Galleries and she could find an alternative way in retrieving it on her end.Since the last conversation on June 8th, Mrs [redacted] has been unhappy and will not cooperate with American Furniture Galleries American Furniture has been very accommodating to Mrs [redacted] given the fact that Mrs [redacted] was in possession of the sectional for almost a year and there had been no reports made of any damages until April 22nd, 2016, as well as the amount of time given by Mrs [redacted] before moving out of state.American Furniture Galleries holds Mrs [redacted] fully responsible for any and all damages accrued during her possession of the sectional and will not issue a refund to MrsKraczHowever, the piece will still be available at American Furniture Galleries Warehouse should Mrs [redacted] decide to retrieve it from our location or find shipping accommodations to her new location However Mrs [redacted] *ill have to give us notification in advanced so we can inform manufacture so they can ship us replacement piece

To Whom It May Concern,I had spoke with customer and also sent a technician out to inspect the furniture and my technician stated all that needs to be done was exchange one of the pieces that is brokenI also had let the customer know that its past three days of furniture and we can not take anything backAlso our customer has had this furniture since 10/19/Our store policy states stock merchandise returned within days must be in it's original condition and packaging to receive a store credit

I am rejecting this response because:The parking lot doesn't offer a plug in to test the couch to make sure it works, so I had no way of testing power recliners to make sure they workThe tag did not state that power cords were missing &/or the recliner was missing parts District Manager [redacted] contacted my father today & my father told him the above statement & [redacted] agreed I spoke with [redacted] from Acceptance Now & she stated Shawn, manager of Am***an Furniture Galleries spoke with [redacted] and Shawn would like to help me with my power cords I informed [redacted] that I would send her the same photos I sent [redacted] of the model numbers I have inside my power reclining love seat [redacted] stated she will show them to [redacted] & Shawn & see if his issue can be resolved I asked [redacted] what my options would be if the recliner did not work after this [redacted] stated she is unsurePlease let me know if any additional information is needed

We are in the process of handling this matter with the customer at the moment We have already notified Mrs [redacted] that the item is our of stock from the manufacture until mid January Once the item lands in our ware house, we will deliver to her and refund her the cost of the item for any inconvenience

Mr [redacted] purchased a piece sectional on October 12th, with our financing program, RAC ACCEPTANCE which is located inside our storeThe total amount of the purchase was $which was financed through RAC under a purchase rental lease agreementMr [redacted] paid $in cash to American Furniture Galleries to cover the cost of the warranty as the warranty cost cannot be financedMr [redacted] called American Furniture Galleries on January 26th, and stated that he was experiencing an issue with his sectionalWe sent out a technician to do an inspection on February 2nd, and his findings were that the laf (left arm facing) has a cut on the seat cushion, a scratch on the front foot rest and also armless missing rubber for handleThe technician had taken pictures of the sectional using his cell phone We sent the information and pictures to the manufacturer and they came to the decision to provide us parts in order to repair the sectionalUnfortunately, the pictures provided by our technicians were unclear and the warranty department requested new pictures so they can order the correct piecesI’ve tried to contact Mr [redacted] multiple times and have been unsuccessful.On February 15th, our RAC representative, [redacted] , updated Mr [redacted] on issue and resolution decision since we had been unable to get in contact with either of themOn March 16th, we attempted to contacted Mrand Mrs [redacted] but the number that we had on file was temporarily out serviceOn April 6th, we again attempted to contact Mrand Mrs [redacted] but the number was still temporarily out of service.On May 29th, [redacted] (RAC representative) called Mrs [redacted] and notified her that we requested updated pictures and provided her with our emailOn May 31st, [redacted] (RAC representative) called and spoke to Mrs [redacted] and informed her that the manufacturer needs pictures in order to ship out the required parts On June 6th, [redacted] (RAC representative) called and spoke to Mr [redacted] and informed him that we still need the pictures and provided him with the email address again because he stated he did not have itMr [redacted] stated that he would pass this information along to his wifeMrs [redacted] called [redacted] (RAC representative) back that day and stated that she would not take any sort of pictures of the sectionalMrs [redacted] stated she didn’t need to take any pictures because the technician had already done that [redacted] advised Mrs [redacted] that without the requested pictures the manufacturer would not send out the partsMrs [redacted] stated that she did not care and that she wanted a complete refund of the sectional instead [redacted] let Mrs [redacted] know that she could not issue a refund of what she had paidMrs [redacted] then requested a corporate number for American Furniture Galleries [redacted] let Mrs [redacted] know that she only had the stores location number, Mrs [redacted] stated she would attempt to find a corporate number on Google and that if she could not locate one she would give [redacted] a call back.Since that last call on June 6th, we have not received any pictures nor have we had any further contact with Mrand Mrs [redacted] We are trying everything in our power on our end to order the parts and repair the sectional, but unfortunately Mrand Mrs [redacted] are not being cooperativeClaim Number #

Mrs [redacted] , Made a purchase on June 14th, At American Furniture Galleries of a queen mattress set and mattress protection planThis was delivered on June 16th, Mrs [redacted] called and reported that she was having issues with her mattress so we set her up for an inspectionThe inspection took place on March 29th, were the tech saw that the mattress is leaning to the side but also discovered that the mattress has a stain on the centerUnder [redacted] Manufacture Warranty when a mattress has a stain it voids the warrantyOn March 29th, we advised Mrs [redacted] of the technician’s findings and she was not happyWe advised her that she did purchase a mattress pad and she would have to file a claim with Guardian the mattress pad companyThey cover her mattress for 10yrAs per Mrs [redacted] s request to replace her mattress I cannot do that because the manufactures warranty is voidI have attached the followingCopy of her invoiceCopy of the inspectionCopy of [redacted] Warranty CoverageCopy of her mattress protector 10yr plan

OUR CUSTOMERS' COMPLAINT HAS COME TO MY ATTENTION AND I'D LIKE TO CLARIFY THE SITUATION AS BEST AS POSSIBLEJUST SO OUR CUSTOMER KNOWS - I DID FIND A SIMILAR QUALITY POWER LEATHER ROCKER RECLINER CHAIR IN DARK GRAY FOR THEM TO SEE AND CHOOSE IF THEY LIKE IT. OUR CUSTOMER
PURCHASED AN ITEM THAT WAS CLOSED OUT BY THE MANUFACTURERIT WAS REDUCED IN PRICE BY 65% AND SOLD WITHOUT WARRANTIES FOR CLOSED OUT ITEMSWE HAD ONE NEW ONE IN OUR INVENTORY AND TO PROTECT IT FROM ACCIDENTS OR INCIDENTS OUR CUSTOMER PURCHASED A YEAR PROTECTION PLAN FROM *** ***PAYMENT WAS MADE ON INVOICE FOR PWR LEATHER RECLINER CHAIR $734.65, YR PROTECTION $129.00, NO DELIVERY FEE AS CHAIR WAS PICKED UP AT OUR WAREHOUSE, 8% TAX $= TOTAL PAID $932.74. AFTER MANY MONTHS OF NOT RECEIVING THE REPAIR PART FROM THE MANUFACTURER, *** *** AUTHORIZED OUR CUSTOMER TO RESELECT A DIFFERENT CHAIR FOR THE VALUE PAID FOR THE ORIGINAL CHAIRTHAT AMOUNT IS $THEY DO NOT COVER TAX OR DELIVERY. ONCE A RESELECTION IS MADE THAT ENDS THE PROTECTION PLAN ON THAT ITEMCUSTOMER IS RESPONSIBLE FOR ANY EXPENSES PAST THE $THEY DID RESELECT AND I DID MY BEST TO COVER THE COSTS UNDER THE $734.65. WE DID HAVE A BIG MISTAKE WITH THE RESELECTED ITEMI AM SO SORRY WE BROGHT OUT THE WRONG COLOR CHAIRSO IT WAS TAKEN BACK I CONTINUED TO TRY TO FIND A SIMILAR CHAIR TO THE ORIGINAL WITH FEATURES THAT ARE IMPORTANT TO OUR CUSTOMERI BELIEVE I FOUND IT! AFTER THE POWER LEATHER ROCKER RECLINER CHAIR WAS TRANSFERRED TO OUR RANCHO CORDOVA STORE I LEFT MESSAGES ON BOTH MR& MRS***'S PHONES SO THEY CAN SEE THE QUALITY AND IF IT SUITS MR***'S NEEDSIT IS STILL HERE AND I WELCOME THEM TO COME IN AT THEIR CONVENIENCE AND SEE ITI AM SORRY FOR THE SITUATION AND WANT TO HELP THEM FIND WHAT THEY NEED

I am rejecting this response because: when I called on April 22, as this was the first time we moved the sectional away from the wall because we had movers and a semi outfront our home to move us to gurney IllinoisThis was the first time that of course we would've been aware of the back all brokenI called immediately to American Gallery furniture store to ask them to come and look at itThey had refused and we only are five minutes away from the storeWith the rare situation I would've thought they would've sent someone to look at it but failed to do soWe did not hear for five weeks after I had to make the first to town calling the store asking what the solution isOnce I been speaking with *** back-and-forth and sending pictures of the damage *** said that the manufacture was in MinnesotaThey offered to send the new piece of sectional from there to California and make me pay for the The shipping and send the old broken piece backI said that would not make any sense as they could just send it to the customer in Illinois from Minnesota and pick up the old one Why would the manufacture send a piece to their warehouse when that is not where it needs to goTo replace it means to send it to the customer not to a warehouse! I feel that after that many weeks of not hearing anything and finally having conversation with *** there has been no common sense to get the item to the customerWhat good would it do to send it to a warehouse in California as I don't even live there anymore? Again the only reason I feel I had conversation is because I had to initiate the call after five weeks to see what the solution was to my broken couchWe had spent over $with this company! It would cost more to ship it then the item class to begin with and I don't feel that is our or my responsibility I expect a refund back for the cost of the sectional immediately. Thanks*** * *** ***

Revdex.com:
I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to meI feel like the business was dishonest because it wasn't when loading the truckThey called me before delivery by at least hours to say it was out of stockThey have made the delivery after the complaint was filed

I recently have talked to *** ***, and explained that I would need the invoice number before we go out and do inspectionsShe also agreed that she would call me back with an invoice number so we can set up arrangements*** never called me back and I am trying my best to work with her on this problem and fix itI also never stated that I would come out there personally, my inspectors would do that and reports would come back to meThen we would go from there

I am sorry this has been a difficult process to take care of her loveseatAs of 11/10/I have been in touch with VIPCARE verifying replacement parts required to repair the LAF Seat on the Recliner Loveseat w/ConsoleI am sorry Ms*** was not notified by VIPCARE or meThe order is
in process and takes to weeks as it is an upholstered item that is coming from overseasSince this has been a long process I have asked the manufacturer for special handling to expedite orderI will keep Ms*** informed about order progress and call her when it arrives at my warehouseUsually the process is quicker and smoother for providing repair partsWe are working to improve communication so this does not happen in future

The furniture is made naturally like thatShe even came into the store to verify that with her salesmanAlso the customer understands this is a clearance merchandise and ALL SALES IS FINALNO WARRANTYNO EXCHANGESNO REFUNDS

I am rejecting this response because: The bottom line of this while situation is that things have gone wrong from the beginningI left the store and had to come back because they didn't make a copy of my I.D. They came hours earlier than they were supposed to and were very rude to my wife when setting the couch up, she asked them to put it in a specific place and they refusedAs stated earlier, there was no evidence of the any type of packaging that the couch came out ofWhen I noticed the staples and screws poking out( a horrible attempt at repairing the already broken couch) that's when I started making the calls and sending emailsWe had to follow up multiple times as stated earlierWhen the inspector came out, he also came hours before he was supposed to and we got the same "now or never" response after stating the time that they were actually supposed to show upI don't believe we were delivered a new couch, the business has been very difficult to deal with and when bringing up the Revdex.com my wife was basically laughed atEvery time we would call, we were treated with disrespect and attitudeAt first we just wanted them to deliver us a brand new couch, now after all of this I want nothing to do with this business and just want to return the couch and refund our moneyI'm not happy with the service or the product and this is a more than reasonable requestThank you-*** ***

Mrs***,Purchased a Cal king mattress set and rec sofas and rec loveseat from our tent sale.Which she purchased with our financing program RAC ACCEPTANCE which is located inside our store.The total amount of the purchase was $which was financed thru our RAC under a rental lease
agreement.In that Particular sale we put all furniture outside in parking lot and mark the prices downWe also tell our customers thattheir is no WARRANTIES, NO RETURNS, NO EXCHANGES AND NO REFUNDS.Mrs*** was aware of this and she inspected the merchandise before she purchased, And was advised by *** RAC manager that it was a final sale We stamp all invoices for this sale adequately as you can see I have attached her invoice and it was stamped with clearance items. *** RAC manager did a follow up call with Mrs*** on 05/15/were she was asked if everything she purchased was to her satisfaction and she responded yes.( I have also attached the call log).I am the customer service manager and I have never received a call from Mrs***.If their is any other information or questions please contact me. Sincerely, ***

To Whom It May Concern, We American Furniture Galleries would like to explain that a fabric sectional is very different from a leather sectionalIf we had deliver wrong to the customer they would have known
right awayIt should not have taken the customer years to know the differencesIf anything were to happened within one year we will stand by our warrantyAnything after one year the warranty company will take careIf the warranty (Ultra Shield) refuse to take care of the customer we will step in and take careUltra Shield did not refuse services for customer they inspected their sectional and explained that it was not leather but fabricCustomer contacted American Furniture because they wanted a brand new leather sectional. We cannot exchange out a brand new leather sectional for customer when they’ve already used it for yearsWe American Furniture Galleries do not sell used furnitureWe sell new furniture onlyThat is why we have a day return for store credit for re-select if the customer changed their mindThere is nothing we can do after yearsThank you Sincerely, Store Manager: *** ***

Revdex.com:
I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me
I did meet with *** and we found a different set of furninture and completed the exchange this weekend

The manufacture is giving us an estimated time of when we will receive merchandiseAs of right now we will be expecting first or second week of AprilWe do not have any control of thatPlease we do apologize for your inconvenienceI also gave the customer option to reselect a different merchandise that we may have in stock