Complaints

• Initial Complaint

  11/12/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  When paying for a bedroom set, they ask to give payment and ID. (ID is to prevent fraud) All paperwork is in my name. I left my ID in the car. We used my girlfriend’s ID as its a joint bank account. My gf and I thought they were just verifying the name matched the debit card but the boss took my GFs ID and debit card and left. My gf got uncomfortable because she did not know where this stranger went. They did not inform us that IDs were put through a system, copied, and they wrote our debit card info on paper. I gave them my ID and card and My gf asked to have her id/card back and they stalled. She asked again for her things/ her info to not be on file. They shredded a copy of her ID but we know they still ran her info without her consent. After we got home my gf wanted to cover herself in case of a data breach. She called the store 1 time. She spoke to ******* and asked for a letter stating none of her info is in their system. ******* said ***** would call back. ***** called back stating ******* left no info on why a call was needed. My gf asked about the copy of id. ***** said my gfs name was not on the order so she will not speak to her. ***** refused to give my gf or me her supervisor or owner contact info. Said it was store policy. ***** asked if we wanted a refund on our card to come in person. At NO time did ***** state on speakerphone that my gf was not allowed in the store. We went there and my gf said “so how does the owner thank people when you get your refund?” ***** responded “okay you’re here by trespassing so I’m going to need you to exit immediately in ******* county”. (This store is in ******** City) My gf left after getting car keys from me. ***** proceeds to tell me her brother (or some family member) is a Sheriff at ******* County and he will come down to arrest anyone. In the end my gf asked questions pertaining to the store. She was not acting aggressive. She was trying to protect her info. We felt ***** was threatening and intimidating us.

  Business response

  11/22/2024

  Spw customer and worked through some things that ended up being a trainable event on communication. The customer has moved forward with their purchase and was very thankful for the call along with the great attention that was given by her sales rep. The customer is satisfied

  Customer response

  11/28/2024

  I have reviewed the response made by the business in reference to complaint ID ********, and want to state that we are satisfied with how the director resolved this matter. He listened and addressed our concerns, provided information in detail, was patient with us as it was a lengthy issue, and remained professional and understanding throughout the process. We did proceed with the purchase and the director made it very easy on us. We communicated to the director that the salesperson went above and beyond in customer service so we had no issues with her, it was solely the manager of the store. The director also took care of revoking the verbal trespass order that the manager of the store location put in place. He emailed the letter, one copy revoking the trespass, and stated via phone call he will be mailing a notarized letter of it as well. We really appreciate the customer service and follow up the director put into this.  Regards, ***** ******

• Initial Complaint

  03/17/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I purchased multiple pieces of furniture on 1/3/22 and 1/7/22 with delivery package. A delivery was made 2/23/22. One of the pieces was never removed from the truck, I was told it wouldn't fit through the door. I returned to the store to re select a new piece and was told it will fit through the door but I'd have to re order it and wait several months for a new one. After insisting on better customer service than this and sending in photos and measurements to the store and warehouse managers I was assured the piece would fit and it was re delivered on 3/17/22. The piece did not fit and the movers broke a light fixture. I've notified the store and warehouse and sent pictures again. I still do not have my furniture. All I am asking is a full refund for the pieces that I still don't have.

  Business response

  03/18/2022

  we will be giving a full refund for both sales

  Customer response

  03/18/2022

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved. Regards, ********* *******

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