ComplaintsforLouisville Furniture Store

• Initial Complaint

  03/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 2/16/22 my wife and I gave this company a $100 deposit for the purchase of two bedroom chest of drawers. One was in stock and the other had to be ordered. We conducted this transaction with **** *********, one of the owners of Louisville Furniture. She checked with their suppliers and was told that the one chest of drawers would be shipped to their store in two weeks. I called Ms. ********* around 3/6/23 to see where our order stood. Ms. ********* said she would have to check with the supplier and call me back. I never received a return call. So, I called back on March 9th and spoke with her husband who told me he would call me when the dresser arrived but gave me no date of delivery. He also placed the blame of the non delivery on me because it took us three weeks to place an order and one dresser was already sold at the time. The tone of his conversation was not friendly at all. I finally called Mr. ********* today and he has no updated information and he was very unfriendly on the phone accusing me of calling him daily(which was untrue) and when I asked to cancel the order and refund me the 100.00 deposit; he refused to do so and hung up. Due to the nature of the two phone calls with Mr. Dougherty, we do not want to do any further business with him or his store. The only remedy is to be refunded the 100.00 deposit. Hanging up on a customer who is asking legitimate questions is not a good way of doing business or attracting customers.

  Business response

  03/17/2023

  Mr. ****** came into the store over a period of 3 weeks to order 2 chests. The 2 chests were here, in our store, on his original visits. After 3 weeks, from Mr. ******'s first visits, the chests were sold.  Mr. ****** was very indecisive and chose to hold off on his purchase. A few weeks later Mr. ****** returned, with his wife, and decided to purchase the 2 chests. We checked stock on his choice of chests. At that point the factory stated the chests were in stock. We could not give him a definitive date of arrival, therefore took a very minimal deposit of $100. We normally take 50% down  After a week Mr. ****** began calling the store looking for his chests. A call that was taken by Lori was not returned due to the fact that an email was sent to the factory and we were waiting for a response. Meanwhile, Mr. ****** continued to call, not giving us a chance to get a response from the factory. It is impossible for any furniture store to offer an exact arrival date. Shipping and freight lines are extremely inconsistent and we rely on their schedules.

  Mr. ****** called the store, again and requested his $100 be returned. Dan refused and  Mr. ****** became angry. Absolutely no one hung up the phone on Mr. ******, it is just the 2 of us here and we pride ourselves on customer service and reliability.

  We have attached our sales contract. We have a minimum restocking fee of 25% for cancelled orders. At this point Mr. ****** owes us a $349 restocking fee less his $100 deposit. The furniture is here at our store and took 20 business days. In our industry that is lightening fast! We are happy to deliver his chests if he would still like them. We will hold his chests for 20 days.

  Thank you and we hope this clears this matter up.

  We are not Louisville Furniture Company. That is a business that has been gone since 2018. Please do not confuse us. You have incorrect information on your main page as to who we are. We are Louisville Furniture Store (LF Furniture, LLC).
  

  Customer response

  03/20/2023

  
  ********** ********
  
  I am rejecting this response because: 

  My wife and I totally disagree with the company's response.   We were never told that we were getting a deal with the $100 deposit.   A $100 deposit was requested and we were told that the dresser would be in store in two weeks after the lady called their supplier.   I waited 4 weeks before calling on the status of the chests.  The lady told me during that call she would check and would call me back.  I never received a returned phone call and that is when I called back and spoke with her husband.  That is when he began placing the blame on me for taking three weeks to making a decision to purchase the dressers to begin with. 

   

  I called back one last time to check on the exact date of the delivery of the chests.  That is when the gentleman went off on me saying I was calling every day and I should quit.  I explained that was not true and I wanted to know when the dresser would be delivered.   Due to the way I was being talked to; I requested that my deposit be refunded.   The gentleman refused to refund the deposit became irate and hung up on me.  I had no reason to be angry during that call until I was hung up on.

   

  I have never dealt with a merchant who would take a deposit and could never tell you when the merchandise would be delivered.   Originally,  we were told 2 weeks on 2/16/23.  Still no furniture as of this date.

   

  My wife and I are willing to take a polygraph test to verify our version of events.  Hopefully they would too.  All we want is our 100.00 deposit refunded to resolve the issue.  If not, we are prepared to go to court to get this resolved. 

  
  
  Sincerely,
  
  ******* ******

  Business response

  03/27/2023

  The chests were here in 20 business days. Will will reiterate the fact that we have no control over shipping and can only share the travel times we are quoted from the factories. Customer owes us a 25% restocking fee on the chests that are sitting in our warehouse. The total restocking fee is $349 less the $100 deposit. Customer owes Louisville Furniture $249.  The chests are still available, however we can not hold for more than 10 days. 

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