ComplaintsforE.F.O Outlet

• Initial Complaint

  07/02/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  We had this on layaway making payments and my husband lost his job.We were in contact with the store manager **** and he kept telling us that the couch was going nowhere that he understood because he was in the same situation. Now they want us pick it up rent a truck, or a 160.00  delivery fee or they will just drop it in our driveway whether we are here or not

  Business response

  07/21/2023

  In order to reply to ***************** complaint, I must address the actual situation and her statements here.  Consumer's purchase was made March 5, 2022.  The sale for the chaise sofa totaled $571.34.   The invoice was written up as a customer pick up.  As a pick up, there are no fees added for us handling and we do not deliver it.  

  Since that date, they have made 2 additional payments in 2022 and none in 2023.  The balance remains $300.00 for this item.  The last payment was in August, 2022.     The store Manager, ******************* they were having some financial issues so he did not follow the normal policies which does not allow layaways to go on indefinately.                       

    Yet, in January, this year, 2023, ************* called in and asked to purchase a rocker recliner.  $50.00 was put on this new purchase.   Since Jan 2023, no further payments on either item has been made.   Please open the attachment enclosed showing the back of our invoice with terms, which I highlighted pertinent info about payments on layaways.   As a courtesey, **** allowed them to take much longer to pay but apparently, there has been very little interest by the consumer to pay in full either of these items.  It has been 11 months since any payment was made on the original purchase.                                                                            Very recently they called with  interest in having us deliver the sofa (from March 2022 sale).  **** said there is a delivery fee additional if you want delivery. .  We have 3 tiers of delivery... The least expensive is our Economy delivery which costs for the sofa .. $ $39.95 + 2.40 tax.     For this price, we will put the furniture in the closest dry area near your home.  Probably a patio or a garage or your driveway.  We do not place it inside your home.  This delivery is scheduled with our consumer and we expect them to be home because we call the day prior with a time frame.  So I must state that we never "just drojp it off"  without regards to the consumer's knowledge.  Also, the amount they say **** quoted of $160.00 is questionable.

  Our highest delivery fee is our White Glove Delivery which takes the item into the room of choice.  For the sofa, it is $125.95 + $7.56 tax.   And if they have both items paid in full and delivered at the SAME time, the delivery fees remain as listed here.  However, if we must come on separate occasions, separate delivery fees would incur.                                                                        Since receiving this complaint, **** and I have spoken.  I have send an email from EFO Furniture to the consumer's email address listed with the BBB.     It goes into more detail as to the payments made and the options going forward.     At this point neither the store nor I have heard back.                                                                                                                                              In addition, both **** the Manager and through that email, we have stated that ALL SALES ARE FINAL which they signed in agreement to on the front of their invoice.  I have attached the original written invoice for the Sofa purchase on March 2022.  The other invoice would reflect tha same                                                                                                                                                              In closing, I would state that our business practices have gone above and beyond our normal policies in order to help them get the furniture they would like and to have extended time to pay it.  EFO gives the option of picking the items up yourself for free or to pay a delivery fee with respect to 3 levels to choose.  Also, we do not refund money but offer in-store credit if required. 

  Sincerely

  ***********************, VP 

   EFO Furniture Outlets

  Customer response

  07/24/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  
  Regards,
  
  *********************
  

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