Complaint Returned 1 ottoman too big wheel fell off while loading owner wont credit my visa he called me a liar said i abused it. i had it less than 48 hours.
1/26/2013 6:00 pm Purchased 1 Storage Ottoman w matching pillows for $599.00 from Furniture Depot and Warehouse Co. Sales Rep ****. AK XXXXX is the account number. Charged $637.94 on Visa. The ottoman did not fit in my living room so I called the store on Monday 1/28/13 and spoke with **** and he said if I have it back by 8:00pm that night I could return it. During my loading into the truck the wheel fell off. I showed the ower ****** and ******* the damage and they stated they would not have repaired that in their shop and agreed this looked damaged BUT NEVER blamed me at that time. I asked ******* if she could credit my Visa and she stated I could have a store credit. I said that would be ok and I would look for another piece of furniture and walked through the store. I felt VERY pressured into another purchase. I did not find anything and said I would be back. I asked again if I could get my VISA credited and ******* stated "that would take ten days". The owner ****** said to me I was a liar and she did not state that and that is not their policy and that he is the only one that credits accounts. I then spoke to her and she denied and said maybe we misunderstood eachother. The worst part of this is that an owner yelled at me and called me a liar several times and stated I abused the furniture and that it looks like I used it as a trampoline. I told him that I was offended and couldn't believe I was being talked to in this manor and I was a returning customer. He told me that he would send the piece back to the manufacturer after so much customer abuse and that if they fixed it at no charge he would call me back. I was so upset at that time after 20 minutes of this conversation I can't even recall if he ever stated he would credit my account. At this point I do not believe he will ship it back and I do not trust him. When I turned the furniture over in the presence of my daughter and her boyfriend it was SO OBVIOUS I was sold a damanged piece of furniture. The wood was sheared underneath the lining that looked restapled. When I told ****** this he again called me a liar and said I did it. I am in shock. I do not have the furniture and I cannot get my money back.
Desired Settlement All I want is my Visa credited at $637.94.
Business' Initial Response please see attached document*
Re-typed by BBB representative:
"02/07/2013 XX:XX XXXXXXXXXX Mr. ****** E. ****** Furniture Depot & Warehouse Company 3656 State Rd. Cuyahoga Fans, OH XXXXX XXX-XXX-XXXX February 7, 2013 Better Business Bureau of Akron 222 West Market Street Akron, OH XXXXX FURNITURE DEPOT PAGE 01
RE: Response to Case# XXXXXXXX: Ms. ****** ******
When Ms. ****** received her ottoman and pair of pillows, she signed our pick-up slip which clearly states that the merchandise she received was carefully examined and in good order. There are three employees here that will testify to the good condition when the items were taken by the customer.
When the customer called on Monday she said it was too big for her room. She never said it was destroyed. She was informed that we would take it back for a store due bill. Of course we assumed it was in the same condition as when it left.
When the customer returned the ottoman the underneath of it was destroyed. One corner of the frame was splintered and the caster had broken out. Another caster was loose on the verge of falling out. The remaining two casters were bent beyond repair. These casters are made of solid steel rods. I can't imagine the force it would take to bend solid steel and shatter the wood frame. It must have been dropped from a distance or used as a trampoline.
In spite of the damages I accepted this piece back based on the customer reselecting other merchandise. The profit from the reselection would probably not cover the cost of the repair, but it would help.
Now that the customer has rejected our offers, The Furniture Depot retracts all offers made to her. She can come and pick up her ottoman and pillows anytime.
This customer severely damaged this ottoman and now wants us to take it back. This is unacceptable.
I would suggest that the customer go to court if she wants to pursue this matter further, We would welcome offering the testimony of our staff and offering the evidence of abuse to this piece of furniture. Thank you for your attention to this matter.
****** E. ****** "
Business' Final Response (The consumer indicated he/she ACCEPTED the response from the business.) What a total waste of my time! My word against thiers. How can I possibly take this any further?
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*Furniture Depot & Warehouse Company is in this range.
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