Kane's Furniture Orlando East Location

Kane's Furniture Orlando East Location

September 27, 2005 - Business Reply - From: Email User

Response to Web Posting

Business Reply: September 27, 2005 Response to Web Posting (Kanes’ Furniture Orlando East Location) Subject Company: Kanes Furniture URL: www.complaints.com/directory/2005/august/8/38.htm

Consumer had scheduled delivery on May 27, 2005 in which numerous items were successfully delivered. Unfortunately, 1 side chair was ripped and 1 audio unit was crushed in the corner out of their factory packaging. It was also noted at the time of delivery that the consumer did not receive 1 end & 1 cocktail table but did receive the glass tops. A representative from our Orlando store location contacted the consumer and scheduled a delivery date for the table bases to be delivered on July 29, 2005. Unfortunately, on July 29, 2005 our delivery truck broke down and any undelivered consumer was rescheduled for different delivery days. This consumer was rescheduled for August 1, 2005. On August 1, 2005 the consumer contacted our Corporate Offices informing us that she would not be available to accept the delivery because she was flying out of town and would contact us to reschedule upon her return. During this phone conversation the consumer agreed to accept a discount off the purchase price of the entertainment center to keep it “As Is”. Consumer contacted the Corporate Offices again on August 4, 2005 to advise that she no longer wanted the fabric protection warranty that had been purchased. She also inquired as to the status of the 1 end table & 1 cocktail table. Consumer was advised that the tables were now out of stock and that the shipment was expected to arrive into our Distribution Center within a few days. The consumer decided to void the order rather then to continue to wait. Honoring this request was reasonable however; the consumer still had the glass tops within the home that needed to be returned to complete the credit process. The consumer advised our Corporate Offices that she would be back in town Labor Day weekend and would only be available on September 5, 2005 after 6:00pm. We made special arrangements to accommodate this consumer’s need. A service technician was dispatched to the residence picked up the glass tops and successfully delivered a replacement side chair. Thank you for allowing me the opportunity to state our position regarding this matter.

Kindest Regards,

Shannon L. McCarty

Corporate Customer Service Manager

September 28, 2005 - Consumer Follow-up Message:

I would like a rebuttal published please, as again, Ms. McCarty has not represented the facts: 1. MOST IMPORTANTLY: My delivery was ACTUALLY scheduled for July 29th. Kane's DIDN'T show up! I had to call in. I asked to reschedule for Monday a.m. THEY didn't show up AGAIN. I called in at 10:30 a.m. MANAGER DIEGO APOLOGIZED AGAIN and said he would call me back to reschedule. HE NEVER DID. I SPENT THE TIME AT MY HOME WAITING FOR THEM EVERY TIME A DELIVERY WAS SCHEDULED. 2. Their employee admitted to me that my product was NEVER on any trucks that were broken down. 3. I attempted to cancel ALL transactions with Kane's AFTER I had waited for them numerous times and had been lied to numerous times. I do NOT want to do ANY business with this Company again. 4. Please see the original letter for the ACTUAL facts of the situation. Kane's promised MANY times to order product and deliver, which did not happen until Labor Day. Jeri

August 8, 2005:

Furniture

My Husband and I purchased a vacation home in Florida and purchased several rooms of furniture from Kane's Orlando East Location. Delivery date was set for May 27, 2005. On May 27th, the Delivery person pointed out 2 damaged pieces. He phoned the Store to notify them and told us "they would set up an exchange". The Driver said the Store wanted them to take the pieces back, but "we would be better off with an exchange". Also, 2 tables were missing from our delivery. The glass tops were delivered, but not the tables themselves. When no one from the Store contacted me, I called them.

1. I talked to "Carol/Anthony", who assured me the 4 new pieces would be delivered on July 1st.

2. When no one called me to confirm this delivery, I called the Store again and talked to "James" who told me Carol "forgot" to place the order. He assured me the 4 new pieces would be delivered. His exact words were "trust me". He stated he would follow up with me as well to make sure this was done, which he never did.

3. When no one called me to confirm this delivery, I called the Store again and talked to Jessica. She told me James "forgot" to place the order. She assured me the 4 new pieces could be delivered the next time I was at the house.

4. This delivery was confirmed, but NO ONE SHOWED UP. At 6:00 p.m. I called the Store AGAIN and talked to Jessica. She said "2 trucks broke down", but they would guarantee the furniture would be delivered that night.

5. When NO ONE SHOWED UP that night, I called again and talked to Jessica. I told her I wanted: the 2 pieces cancelled/refunded from my order, all the warranty I purchased cancelled/refunded, an adjustment for both damage pieces. I also asked her to confirm what was SUPPOSED to be delivered. AGAIN, they "forgot" to order one of the damaged pieces.

6. When I didn't hear back from Jessica, I contacted the Store again and asked for the Manager. This time I talked to "Diego" who assured me he would work on this and contact me.

7. When I didn't hear back from Diego, I contacted the Corporate office. They will NOT allow anyone to talk to Management. You can ONLY talk to Customer Service. So, I explained my position to Jeannie in Customer Service.

8. Jeannie left me a message that said that "my tables were back ordered and would be in available for delivery next week"!!! Obviously, there were NO TABLES ON ANY BROKEN DOWN TRUCK.

9. I called Jeannie back and left a message that I wanted 2 pieces cancelled/refunded from my order, all the warranty I purchased cancelled/refunded, an adjustment for both damage pieces.

10. Jeannie just left me a message that she would "void my table order", but I would need to bring the glass tops back to the Store (a 1 hour drive). However, she questioned whether or not I even got those!! She also wants to "talk about an adjustment". This whole thing is ridiculous. I ordered 5 rooms of Furniture from Kane's on May 7th and STILL do not have the issues resolved. Plus, I have been lied to MANY times by MANY people. Finally, I think it is INSULTING that a Customer is NOT ALLOWED to talk to ANYONE in Management. Check their website....there is NO WAY to find a Corporate phone number or email. NEVER BUY FROM KANE'S FURNITURE.....I HAVE LEARNED A BIG LESSON IN CUSTOMER SERVICE. I ordered 4 rooms of Furniture from Ashley and have NO COMPLAINTS....a VERY professional Company. J. Click this link to e-mail the message author: Email User