Complaint Review: FurnitureBestPrice.com Town Country And Casual - Hollywood Florida

Since we have only recently been made aware of these negative claims against our company of over a year ago, we are very anxious to provide our side of the story. This claim was filed by our customer (Alan of N. Andover, MA) who claimed the Bedroom AND Dining furniture he ordered from us was entirely defective. That was absolutely not the case and we have documented proof, including photos and written statements by the delivery company. 95% of our orders never have problems, but when they do, our goal is to have all our customers have a positive experience, both in the ordering process, and in any case of damage or defect. We truly do EVERYTHING we can to make any problems right. We worked with Alan's wife for many weeks before she placed her order for Dining & Bedroom furniture. When their furniture was delivered, the delivery company opened the boxes for two nightstands and the customer stated that they looked defective. They refused to have the delivery company even OPEN any other boxes. They simply refused ALL of the rest of it, sight unseen. Since the remainder of the boxes had not been opened in front of the client, we had the delivery company un-box everything and take photos. The owner of the delivery company provided a written statement to us that ALL the remaining furniture was in perfect condition, not a thing wrong with ANY of it. And the only reason his driver had originally written up a statement to the contrary is that the customer asked him to. In fact, the driver's statement reads (in part) that the damages notated on the paperwork at the time of the delivery "were the views of the consumer and that I (delivery driver) do not agree with the consumer on the damages listed." The fact that this customer states that the delivery company agreed with their assessment is not true at all. Everything we sell is brand new direct from the factories, and we have been doing so for 12 years, and our reputation in the industry and with clients (please see the attached testimonials) is impeccable. Our policy states that in case of minor damage (chip or scratch), we would have a furniture repair company go to the customer's home or to the delivery warehouse to repair. In any case of manufacturing defect, we would have the manufacturer replace and in a case of freight damage, the freight company replace items. In this case, we paid to re-freight the two nightstands back to the manufacturer in NC who agreed to replace the items under duress (the factory found all items to be within normal and acceptable standards), and the client still found fault. Our company paid to re-freight and re-deliver the items to the customer's home. We stand by all the lines we sell and follow through for all of our customers, even if it ends up COSTING us money to make things right. In this case, this customers' order ended up actually costing us around $2,000 more than the client paid us (re-packaging, re-freighting, re-delivering and 9 months of accrued storage charges while they were refusing to accept delivery or to even inspect the replacements and deluxing of their furniture in preparation for delivery). The client had asked for a chargeback from American Express who found their disputes to be unfounded and agreed that we had done all we can for this customer. American Express strongly urged the customer to arrange the delivery of their furniture. Finally, Alan DID agree to accept his delivery IF we agreed to take off an additional $1,500.00!!! As stated above, his order had already cost us $2,000.00 more than he paid, and he knew this, so we did not agree to his settlement terms. We did prevail in this dispute based on the facts that we had replaced and repaired items he felt were not acceptable and in the end, Alan and his wife did accept the furniture into their home. As RipOffReport.com never contacted our company for our side of the story and felt it fair to allow one individual to damage our unblemished reputation to the public, we urge anyone considering ordering furniture via the Internet (whether from FurnitureBestPrice.com or any other company) to research a business's record with the Better Business Bureau in the state where they do business (in our case, Florida). Based on the facts as outlined in our rebuttal, that we did handle this customer very professionally and with the utmost integrity, and actually took a substantial financial loss on Alan's order, to insure his ultimate satisfaction, we assure any customer considering placing an order with us, that we will always do the right thing. If you still have any doubts about purchasing your furniture with our company, please call us to discuss your concerns (877-677-1700 ext. 207) or view the testimonials on our website. 75% of our current ordering volume comes from repeat customers AND referrals. That should speak volumes. TESTIMONIALS We surfed the net looking for furniture for our 3 year-old daughter's room which we could buy at the best price without having to sacrifice service. When we selected several discount furniture dealers and contacted each one, we found not only the best price at FurnitureBestPrice.com, but knowledgeable sales and service people who were courteous and extremely helpful. They followed through on everything from beginning to the final delivery, which was carried out by a team of white glove delivery professionals. We couldn't be happier with your service, and when it comes time to furnish other rooms in our home, you will be hearing from us again. Thank you so much. -- Mrs. M. Levine, Great Neck, NY , Thank you so much for your help in finding the dining room set of our dreams. We can't believe how beautiful the pieces are and how much we saved by buying it through FurnitureBestPrice.com. Great service too! Keep up the good work. -- Mrs. M. Clark, Norwalk, CT This note is to say thank you. We received our furniture yesterday and we have become believers that shopping for furniture this way. Your website is very extensive and we found so much of what we had been looking for without ever leaving home. Compared to our local furniture retailer and other so-called furniture discounters both on and off the web, your prices were absolutely the best. Your people did an excellent job in every aspect. We still have other rooms in our home to furnish and when we are ready we will do so with you. Thanks again. -- Mrs. R. Prince, Canton, Ohio I want to thank you for your excellent service. Everything went without a hitch and the furniture is perfect. I hope to order from you again soon. -- G. Meyer, Chandler, AZ I just received my bed yesterday and my wife and I absolutely LOVE it. Thank you so much for the wonderful experience I had with you and your company. We will definitely be buying from you again. Thanks again, -- David P., Tampa, FL I received my furniture yesterday, it is beautiful - Thanks so much for all of your help. I'll will certainly use your services again. -- M.J. Duke, Pennsylvania The day after your customer service contacted me about the delivery of my furniture, I got a call and it is all being delivered. two weeks early ! Many thanks. I will recommend your company every chance I get. -- E. Morris Georgia You truly are the Best Kept Secret, and I plan to place another order very soon. Everyone should order their furniture with your company. --Sherry in Idaho We absolutely love the entertainment center! It is perfect! I am really impressed with the quality of the piece and appreciate your attentiveness to all our needs. I will definitely recommend you all to others and look forward to doing business with you again. -- Peggy T., Virginia I am happy to report that they delivered the bed last night. I love it, it was exactly what I wanted. I have passed your website to friends so hopefully you will see some new business and I will definitely look to you for future business. Thanks again, -- R. Curry, Colorado I just wanted to send you a couple photos of the new dining room pieces that we ordered from you and the artwork as well. My rooms are really coming together. Thanks again for everything. It was GREAT doing business with you and Furniture Best Price! -- D. Merchant, Maryland I wanted to take a moment to inform you that our china cabinet and arm chairs were delivered this morning. The additions have put a wonderful finishing touch to our dining room collection. From start to finish the experience with Furniture Best Price has been warm and satisfying. I greatly appreciate Jaimie's willingness to "go the extra mile" with the manufacturer prior to ordering to ensure availability of this discontinued line of furniture -- something my local furniture retailers were unwilling to do. Delivery went just as smoothly with Susan Marie's courteous call to complete the financial transaction and the local delivery company, as well as their delivery personnel, paying great attention to detail. The customer friendly service I received from Furniture Best Price certainly dispensed with the trepidation I had in purchasing from an out-of-state furniture company. I can only conclude with a big THANK YOU. -- John H., New Jersey I have ordered from you before and was extremely pleased with every aspect of ordering furniture from your company. Jaimie took GREAT care of me and was so wonderful to work with. I am hoping to work with her again. -- Angie M., Georgia I want to order a dining room set. I was very pleased with our last order. Price and delivery was excellent. -- Roger D. Texas Thank you for all that you have done for me. I received the dining set Friday evening, and I just love it. I plan to let all my friends know about your company. Expect more business from my end. Thanks again, -- Jean T., Houston, TX My home is furnished beautifully (thanks to you and your terrific prices). I will have to take some pictures for you. I wouldn't hesitate to recommend you to anyone. Another one of my co-workers is building a home and can't wait to speak with you. -- Patricia C., Louisiana I just wanted to let you know that we received our furniture yesterday. Everything arrived in great condition and was handled very professionally. We are very pleased with your service and will recommend and use you again. You saved us over $1,000 compared to what we would have paid here locally. Thank you again, -- R. Strayer, Texas