Prospect Florist

[redacted] and I have discussed this and will go and look at the chair that [redacted] has indicated.  Hopefully this will be an acceptable replacement and [redacted] can be comfortable.We are happy that our situation is receiving attention now, however this should have happened a year ago, with the same level of attention.  The delays and runaround that we had to deal with, along with [redacted] having to tolerate terrible squeaking if he wanted to use his chair, are completely unacceptable.From the response from the business:“AFTER MANY MONTHS OF NOT RECEIVING THE REPAIR PART FROM THE MANUFACTURER, [redacted] AUTHORIZED OUR CUSTOMER TO RESELECT A DIFFERENT CHAIR FOR THE VALUE PAID FOR THE ORIGINAL CHAIR.”We want to clarify a few things ourselves:The only reason that anything even progressed each time parts were reordered was because we called to follow up; return calls were not made when promised. The only reason that [redacted] approved the replacement when they did was because we escalated the issue to their upper management.  If this hadn’t happened, I guarantee we would still be waiting for replacement parts.We want our experience documented so that American Furniture Galleries realizes that what we went through is not acceptable:No customer should have to deal with such incredible delays to fix a manufacturer defect, no matter how the item is marked down.  If the manufacturer is not responding, escalate the issue.  The customer should not have to drive this.A store should stand by their product or do whatever they can to make their customer's experience a good one so they will want to come there again.If you promise to return a call on a certain day or at a certain time, you should do it.When calling in to speak to a manager or ask for information, the information should be provided and the customer should not be verbally abused for asking for it. These things are just good business sense.We hope this replacement chair works out and we can finally be done with this situation.Thank you,[redacted] and [redacted]

On April 18th,2015 Mr. [redacted] came into American Furniture Galleries and purchased several items from us which included a 7pc California king bedroom set that was clearly marked “CLEARANCE ITEM.” These items are 50% off their normal price and are sold as is, with no refunds, no returns and no...

exchanges. Mr. [redacted] also purchased a California king mattress set to accompany his bedroom set. His merchandise was delivered on April 19th, 2015 with the exception of a mirror and a nightstand.Mr. [redacted] called us on May 16th, 2015 and claimed that there were Japanese beetles in the bedroom set that he purchased.  I scheduled him for an inspection on May 19th, 2015 to investigate the claim. OnMay 19th, 2015 he called and cancelled the appointment and said he was not going to let us do the inspection until we delivered the items we still owe him. I informed him that the missing items would be delivered on May 30th, 2015 with the exception of a nightstand because Flexsteel had discontinued that specific line. However, we were able to get the Flexsteel representative to help us locate a nightstand. We were promised that the nightstand would be shipped to us, but it would take some time. In the mean time I wanted to start the claim immediately. On May 30th, 2015 he did not let us deliver the items we owe him, and stated he wanted a whole new bedroom set. I explained to him that he had purchased a 50% off CLEARANCE ITEM and that was not possible unless the manufacturer decided that there was indeed a beetle problem. I urged Mr. [redacted] to provide me pictures of the set so I could let the manufacturer (Flexsteel) know so that they could open up a service order for him. Mr. [redacted] provided me the pictures and I forward them to Flexsteel on June 1st, 2015On June 17th, 2015 Flexsteel’s production team determined that there was no beetle infestation or signs of bugs living in the furniture. Our Flexsteel representative explained that the holes in the furniture are purely aesthetic. The process makes the wooden furniture appear to be more aged, rustic, and old-world in nature. It makes the furniture look older by creating holes into the wood in an effort to make the furniture look authentically worn. Flexsteel also provided me a sample board of the specific  collection to show Mr. [redacted]. However when I informed him that same day he was upset and said that we were blowing him off. He claimed we did not have good service and that he wanted either a full refund or his complete set by Monday.  I scheduled him for June 17th, 2015 for his missing mirror and a chest.On August 8th, 2015 Mr. [redacted] sent us a letter demanding stating that he wanted to come in and select another bedroom set and the right mattress set. If we did not cater to his demands he would go to Revdex.com, Labor Board, [redacted], every social media possible, and contact his attorney. He also said that he would contact his family and they would all come to our location to start the process on their own. He stated that we did not want over 100 [redacted] guys parked around our property.On August 16th, 2015 Mr. [redacted] came into our store and was given the option to reselect a new bedroom set but he decided that he would keep his original purchase and wait on the missing nightstand. On August 19th, 2015 Mr. [redacted] emailed me and informed me that his mattress set was coming apart at the tufts and seams and that we had delivered the wrong mattress set to him. He forward photos to his salesman ([redacted]) and provided him a photo of a queen mattress even though he had purchased a California king.I contacted Mr. [redacted] August 20th, 2015 and let him know that I was going to start a claim with [redacted] (the manufacturer of his mattress). I asked him to send me a couple of pictures to determine if the wrong mattress was delivered as the image he showed us was a queen mattress, yet he had ordered a California King. After several attempts to get the pictures, he finally sent them to me on August 25th, 2015 the second set of pictures was the correct size and model number. Mr. [redacted] then stated that the mattress was sagging and he wanted a full refund.  I told him I could set up an inspection but that there could be no stains, all label law tags had to be intact, and that [redacted] did not have a comfort guarantee. I also provided him with a copy of he’s mattress warranty. I scheduled him for an inspection for September 1st, 2015 and that same day he wrote his complaint to the Revdex.com.My technician’s reports were forward to me on 9/4/2015 and I forward to [redacted] Mattress Company and I let Mr. [redacted] know that the technician authorized an exchange of the mattress. We did the exchange of the mattress for him on 9/8/2015.  I have done every step that is possible to let him know the status of his claims and nightstand. I have even offered on one occasion to let him return the bed set but he did not want to pay the difference of an upgrade and decide to keep his original set.On September 11th, 2015 Mr. [redacted] called me and we agreed that he can come in and reselect to another bedroom set of the equal value, but it has been over two weeks and he has not come in.Sincerely, [redacted]American furniture Galleries[redacted]

I am rejecting this response because the information is not entirely true.  I did receive a chair in May of 2015 for ONE of the chairs that was cracking.  The chair that Ameridcan furniture sent was defective, therefore another one was sent in place of that chair and the defective chair they picked up.  That was for ONLY one of the chairs.  Now both chairs are tearing badly.  I have conditioned both chairs regularly with the leather conditioner American Furniture had given me.The warranty is for 5 years.  No where on the warranty information does it state that it is only a one time use, it SAYS that it IS a 5 yr warranty.Upon calling the Warranty Care company, they said that American Furniture had put a Service Hold on my account.  I paid for the warranty therefore I should had gotten the warranty.When I called American Furniture, they were very very rude and unprofessional. They would not allow me to speak.  They told me to purchase  2 more chairs and hung up on me. These chairs with warranty totaled up to $1,838.00 and should not be tearing every year like they are.  I have no kids and when we get home from work we sit in them for only 2-3 hours a night.  They should not be tearing up every year, I have only had them less than 2 years.I would like to get a refund for the price of both chairs at this point.

To Revdex.com.We did not know how this was happen . We willing to reimburse to customer $175.00. Customer must come to the store and we will credit it back to the finance company And sign for it.Thank You.

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 work. The 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[redacted]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 unsure. Please let me know if any additional information is needed.

What we can do for this customer is I can refund him for the sectional since that's the issue. Everything else with the furniture is fine there is absolutely nothing wrong with everything else that the customer has. I will be faxing over the original copy with the store policy stating that cancellations or returns will be subject to a minimum 25% restocking charge.

to whom it may concernI spoke with customer and that we would need to perform repairs before we go any further.

Tell us why here... I am not refusing service; however there are steps that I have to follow by.Which I have already discussed with Mr. [redacted] in our first conversation that took place on August 29th of 2016.I have attached a copy of our store policy which tells customers our policy regarding delivery or picked up merchandise. And the steps they need to take in case they see something wrong with their merchandise upon receiving it. I have also attached a picture of the loveseat in question.Also I have attached a copy of Mr. [redacted] Manufactures warranty ([redacted])I have not been given the opportunity to see what I can do about his loves seatAmerican furniture will not do any kind of refund as our store policy states that we need to assign a technician to be assigned to his invoice.I will have to forward that report to [redacted] Furniture his manufacture and see what they recommend based on the technicians report.Please let me know what Tuesday or Wednesday of the week I can send a technician to your home.Between the hours of 9am-1pm or 1pm-6pm.AttachmentsPAGE 1.Store policyPAGE 2 store policyPAGE 3 Loveseat PAGE 4 [redacted] warrantyPAGE 5 [redacted] warrantyPAGE 6 [redacted] warranty

We are aware of the conversation had and we understand the store policy, which is why we called our sales person [redacted] in the first place. He in turn gave us the wrong information and directed us to contact Ultra shield. I can not and will not take another day off to deal with this problem, we can not afford to do so. We paid good money for that furniture and never stopped making the payments regardless of the inadequate service, now the furniture is paid off and we never got what we paid for. We are done spinning our wheels our next step is to contact Kurtis from CBS news, so that everyone in this area will know about the scam being done at your place of business. We want a refund and nothing else to do with American furniture galleries.

I am rejecting this response because:I was not given  an option to receive a store credit to resolve this problem there is no way to say this could not be a manufacturer issue.   A brand new couch or furniture should be solid and sturdy to last longer then two months.  Two months is not an issue of natural normal wear and tear on any piece of furniture.   To say I am not giving the store a chance to fix this issue is very much not correct,  one way to fix the issue would be to offer a store credit ,  I really feel I was not treated with any kind of customer satisfaction or asked what I would like to do in a situation like this.  It would have been nice to have heard a remark of we are sorry this has happened with a product that we stand behind and would you like  a store credit or we can offer to fix the pieces of furniture.   At this point one piece of the furniture was already picked up from home on 5/10/2017 Wednesday in which I was told to give them 5 days to fix it.   And that they would pick up the other piece for repairs when they return the one they have now.   I have not received any messages of the status of the repair or its eta date.   Thank you,[redacted]

American Furniture Galleries has reached out to our customer on 2/13/17. We are prepared to take care of the three areas that show damage on his sofa and loveseat.We are available immediately to resolve his concerns. We await his call to schedule the repair which will take approximately 5 to 7 days....

Please contact us as soon as you are able to arrange this service. We will provide service at no charge. We await your call.

Tell us why here... Mrs. [redacted] purchased a 2 piece sectional from American Furniture Galleries in Sacramento, ca on June 13th, 2015 for the amount of $911.05. The sectional that Mrs. [redacted] selected was originally $1399, but was on sale for a 37% discount bringing it to $843.57 with 8.5% sales...

tax of $71.70 for a total of $915.27.The 2 piece sectional was delivered to Mrs. [redacted] on Saturday June 20th of 2015. The driver noted that there was a scratch on her chaise so we did an exchange on 06/25/2015 which she signed and verified that everything was to her satisfaction. Mrs. [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, 2016 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 belongings. She 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 damage. On April 22nd, 2016 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 day. We 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 repair. Mrs. [redacted] sent us pictures of the damaged piece that same day and they were forward to the manufacture. On June 1st, 2016 [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 situation. Mrs. [redacted] called back on June 1st, 2016 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, 2016 [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 resolution. Mrs. [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, 2016 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 1 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 Mrs. Kracz. However, 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 Have spoken with customer and she's okay that we will be refunding what she had paid for the 5 year protection plan. Unfortunately since its past one year on manufactures warranty the customer would have to go through with the protection plan. Since the 5 year protection...

plan isn't moving forward with our customer we have no problem refunding what she had paid for it.

Hello, I apologize that you felt insulted in our store. Our current ad clearly states that the 30% off with no sales tax only applies to cash prices, and excludes advertised items, manager's specials, clearance items, factory closeouts, floor models, and certain mattress lines. With interest free...

financing, sales tax needs to be paid. As for the tax percentage, I am assuming by the complainant's location, that they went to our South Sacramento store that is often referred to as the "Elk Grove" store, however that store is located in Sacramento city lines, therefore it is subject to 8.5% sales tax not 8% like in Elk Grove. All of our locations aside from Rocklin are 8.5%.Tell us why here...

I am also rejecting this response because if the furniture has manufacture defect, it would appear when the consumer picked it up and set it up at the house and know within a few days. The...

furniture has been sitting at our customers house for about 2 months now. Something like this I don't mind giving our customer store credit for, but our consumer hasn't given us a chance to fix this issue before we could go to that step.

I am rejecting this response because: I feel this company should stand behind the furniture they sell. After 4 attempts by the warranty company to contact this store with no response, it took me filing this complaint to get a response. They are now willing to fix 2 issues on my couch but that just isn't good enough. There are so many flaws from poor workmanship that need to be addressed. While I know [redacted] is just doing his job, he is only doing so because I filed with the Revdex.com. He should have addressed this issue 2 months ago when I filed a claim with the warranty company....isn't this why warranties are sold to customers??!! What good is a $200 warranty if they do not respond to a claim! [redacted] refuses to give me a district manager or anyone above him information to talk to someone that has some authority to provide true customer service. [redacted]'s only response is that I have had the couch for over a year, while this is true, I do not believe a $1700 couch should be falling apart as bad as this one is from just sitting on it. I could understand if I had young children that jumped on it daily but ours is just occasionally sat on. Every piece of our 5 seater sectional has an issue but one. Buyer beware is what I have learned by dealing with this business!

Tell us why here... Complaint #[redacted] Mr. [redacted] made a purchase at American Furniture Galleries on November 19th, 2016And merchandise was delivered on December 6th, 2016 upon delivery merchandise was signed off in good condition by the customer. However the next day we received a call stating...

that the table needed to be exchanged due to a crack on the table that was noticed we scheduled for an exchange of the table which was done on December 11th, 2016 and was also signed it was received in good condition by the customer.After that Mr. [redacted] called on February 8th, 2017 and said there was scratches all over his table top and a f3 chairs with problems we then put in a claim for his order and he was contacted by our service company and was scheduled for February 22nd, 2017 and a technician would forward the report to the manufacture to see if it something that is covered under manufactures warranty.We received the manufactures report and it was determined that we needed to bring in table top and 3 chairs in for repair. May 4th, 2017 the table and 3 chairs were taken back to the warehouse for repair, however they refused to sign the paperwork.The furniture usually takes 5-10 business days for repair and then will be returned to Mr. [redacted].I have attached all supporting documentsPage1. Original purchase receiptPage2. Exchange of table with customer signaturePage3. Pick up for repair.Page4. Store policy

Tell us why here... On January 11th, 2014 Mrs. [redacted] purchased a living set for the total retail price of $5485.00. Mrs. [redacted] was given an additional discount of $985.00. This put her new total at $4500.00.Mrs. [redacted] delivery was January 13th of 2014 and shows that everything was received and...

there was no damage. Also our store policies were it states that stock merchandise can be returned within 3 days to receive credit or replacement. (Located at the bottom of the receipt) I have been working at American Furniture Galleries for 2 years in the customer service department and have never had any contact with Mrs. [redacted], neither are there any notes on her account that she received damaged furniture or that a service call was made.On August 29th, 2016 was the 1st time Mr. [redacted] contacted me and explained the process he went thru with Ultra shield (the extended warranty company)  Mr. [redacted] forwarded me emails he had with ultra-shield where  they told him his claim is not covered but they would send someone to attempt the repairs as a courtesy. I have no access to ultra-shields records as we are a separate company for the record I’m not refusing a service. I scheduled Mr. [redacted] for September 6th 2016 from 1-6 pm. On August 29th 2016, Mr. [redacted] sent me an email requesting me to cancel his inspection two days after we scheduled this appointment. I responded to his email and informed Mr. [redacted] that in order for me to help him I need to perform an inspection. I cancelled his inspection per Mr. [redacted] request and offered to set him up for a different day and time he has yet to contact me to reschedule an inspection to have better knowledge of the problem and better assist them. I have attached the following document Page 1 Original sales orderPage 2 Delivery confirmation signature and no notes written down that received damaged.Page 3 Customer service appointmentPage 4 Mr. [redacted] request to cancel servicePage 5 [redacted] response to cancel servicePage 6 Mr. [redacted] responsePage 7 [redacted] offer to reschedule service.

We at American Furniture Galleries agree that having the same problem with the recliner loveseat three times is too much. We have notified Ms. [redacted] to reselect a different piece of furniture with accident protection from our store at her convenience. She will have the full amount she paid to use...

for reselection. As a courtesy we will also deliver new item and take back old one at no additional fee. She plans to come in on the weekend 7/2/16.

We have no problem refunding back our customer a full refund. After we pick up our merchandise. She needs to bring in her pink receipt in order to get a full refund.