Harlem Furniture, Orland Park, IL - description of purchase experience

Complaints.com received the following consumer follow-up message on February 25, 2003:

From: Fred L. Nance Jr. [Email User]

RE: Fred Nance Jr. & Harlem Furniture, Posted 2/8/03, # 3

February 25, 2003 Results: On February 22, 2003, Harlem Furniture brought me a new Love Seat. In addition, Harlem Furniture gave me a $100.00 gift receipt to use toward a future purchase. Also, Mr. Mike McGee, who is no longer with Harlem

Furniture, gave me a $100.00 gift certificate when my furniture was initially late. I have $200.00 worth of gift certificates and a supposed "new" piece of furniture, which I originally thought I had purchased. One should never accept what one did not purchase. One should understand how to complain to get results. Positive results can only be achieved through thoughtful negotiation. When one gives respect, one can demand respect. Never give up the fight for justice. You deserve to get what you pay for. Fred L. Nance Jr., M.A.

17239 Evans Avenue

South Holland, Illinois 60473

708-339-6737 or 38 (home)

708-921-1395 (cell phone)

Complaints.com received the following consumer message on February 7, 2003:

From: Fred L. Nance Jr. [Email User] RE: Harlem Furniture, Orland Park, IL - description of purchase experience

I posted two letters to complaints.com, which I cannot locate. I wrote a third letter. I will re-post the three letters and the fourth letter, regarding this issue, mailed to Rainbow/Push Coalition with this email. December 20, 2002 Harlem Furniture

Mr. Bruce Berman, President & CEO

1000-46 Rohlwing Rd.

Lombard, Illinois 60148

Re: 1216214PXCZD Mr. Berman: My name is Fred Nance Jr. On December 16, 2002 I entered into a verbal and preliminary contract with Harlem Furniture, Orland Park store. The verbal contract was the confirmation of your store manager reporting to me that the furniture I wanted to buy was in stock. The preliminary contract was the Harlem Furniture printed agreement, signed by me stating my agreement on this specific choice of furniture, which was supposed to be used to verify approval on financing. On Wednesday, December 18, 2002, I received a call from my salesperson stating I was approved to purchase the furniture my wife and I chose. I went to the store to finalize the agreement. Upon finalization, I was told that the Love Seat/Chaise was not available. Not only was it not available, but also it would have to be ordered and I would have to wait 6 to 8 weeks for delivery. Your manager confirmed by looking on his computer, in front of me, that the merchandise, as he stated, was available on December 16, 2002. I talked to Chris, your assistant manager, on December 18, 2002 about this issue. She told me that while I am waiting for this delivery, I would have to pay for the Love Seat/Chaise in my monthly payment, which starts 30 days after I receive delivery of my other merchandise. I think this is ludicrous. Why would I pay for merchandise I do not have? I discussed this issue with a financial expert who wondered why I was dealing with a company operating in this manner. I told him I honor contracts, and that I thought responsible companies honor contracts also. I hope this would be the discipline of your company, to honor contractual agreements whether they are verbal or written. Most consumers rely on salespeople giving honorable statements and companies honoring the statements of their salespersons since the salesperson represents the company. Delivery is set for December 24, 2002 between 8:00 am and 12:00 pm. Chris and I discussed alternatives. My wife and I thought to buy some tables to go along with the living room furniture. Chris offered a 5% discount on the tables we chose. This was ludicrous. The tables, three in number, cost around $600.00. 5% would not even cover the tax, let alone any decrease in the interest rate and monthly payment. We chose not to buy the tables. On December 20, 2002 I received a call from Ms. Eman at telephone number 630-972-3656 who stated I would not receive my nightstand until December 30, 2002. Is it assumed I can just take time off of work to accommodate last minute discretions with my contract agreement, whether it is verbal or written? What is wrong with your system where the consumer cannot rely on the statements of your salespeople? How can business thrive and continue in this manner? It may be because the consumer has not addressed the issues appropriately. I asked Ms. Eman for your corporate phone number and for the President & CEO’s name. I was tired of this mess. She gave me the phone number to your corporate office, but declined to give me the President & CEO’s name. I stated to her that I wanted to complain about my issues and I needed a corporate manager’s name to put on a written statement. She still declined my request to address my correspondence to you by giving me your name. I called the corporate office, obtained your name, and was told I would receive a call from customer relations. Ms. Joyce called me from corporate relations and reported my nightstand would be delivered on December 24, 2002. Mr. Berman, my wife and I spent a couple of hours in your store deciding to buy the furniture we chose. We chose other packages, but decided not to get them when we found they were not in stock and could not be delivered before Christmas. The living room furniture is for my wife. The bedroom furniture is for my child. These are their Christmas presents. We chose Harlem Furniture to fulfill our dreams of buying this furniture after going to Homemakers and Wickes, in Orland Park. Therefore, it is our hope some agreement can be set, by you, to accommodate this inconvenience. On December 20, 2002 I went back to the store in Orland Park to cancel the mattress we ordered, because we can use the mattress we have and it would lower our monthly payment. My wife thought we could buy the end tables as an exchange. I informed her that the end tables would total $600.00, and that the mattress was at a cost of about $300.00. We could not afford an increase in the monthly payment. Her suggestion was to put the tables in lay-away and pay $20.00 a month to make sure they will still be available. This is her mindset after this fiasco. Please inform me of the alternatives in this situation. I am PhD candidate in Human Services with focus on Social Policy Analysis and Planning. This appears to be a topic for research. In addition, Great American Finance and your contract, which displays a 28.23% Annual Percentage Rate, appears to illustrate an imbalance in understanding to the consumer when actually a consumer is charged 16% interest (as my contract displays). This appears to be an interesting study. I hope to hear from you soon. Respectfully submitted, C.L.I.C.K. Services, NFP

Fred L. Nance Jr., M.A.

17239 Evans Avenue

South Holland, Illinois 60473

708-339-6737 February 3, 2003 Harlem Furniture

Mr. Bruce Berman, President & CEO

1000-46 Rohlwing Rd.

Lombard, Illinois 60148

Re: 1216214PXCZD Mr. Berman: On December 20, 2002 I wrote a letter to you about the treatment I received during the purchase of furniture from Harlem Furniture. This is a follow-up letter. On December 24, 2002 I received my furniture, minus the chair complained of in the first letter. According to my home phone bill I called Harlem Furniture’s distribution center at 630-972-3656 on December 24, 2002, and on January 4, 2003 at 630-739-4700. Regarding thehe phone number 630-739-4700 ext. 301, I spoke to Mr. Mike McGee who is no longer in Harlem Furniture’s employ. The conversations I had with Mr. McGee were about the delivery of my Chair, which I complained of having to pay for yet I did not have it; and the Love Seat I purchased, supposedly new, which had a lengthy soiled mark of a black dirt-like substance along the left arm (left arm being the arm of the Love Seat when one is sitting in the Love Seat). I have lobbied many days on the phone with Mr. McGee regarding these issues, and finally with Ms. Dale Kelton. Ms. Kelton took on the this task after the exit of Mr. McGee from Harlem Furniture. Ms. Kelton scheduled a furniture cleaning service, which Harlem Furniture contracts with, to come out and clean the arm of the Love Seat. I was not pleased with having bought new furniture that had to be cleaned. I adamantly expressed my dislike with this procedure to Ms. Kelton. The representative of the furniture cleaning company came out to the house on February 1, 2003. He told me that he could not get the stain out, and that the Love Seat should be replaced. He also gave his professional opinion about the condition of the furniture, which was, to say the least, “how could someone sell you some furniture with a stain like this and not know it was there.” He told my wife she would be surprised of how many calls he gets to clean “new” furniture from various companies; and that, where the furniture is stored, in these warehouses, are dirty. On February 3, 2003 I called and left a message with Ms. Kelton’s voice mail stating I wanted my Love Seat replaced with new furniture. Ms. Kelton called me at approximately 5:45 pm stating Harlem Furniture will replace the arm of the Love Seat. I told her I bought “new” furniture and I should receive “new” furniture. In addition, I told her I did not want to have the arm of the Love Seat replaced, but I wanted “new” furniture as I thought I bought. Ms. Kelton stated that the parts manager Ms. Sue Dittmer suggested Harlem Furniture replace the arm and not give me a “new” Love Seat. Ms. Kelton stated that this was a matter of company policy and replacing the arm of the Love Seat was a courtesy. From the beginning, I informed Mr. Mike McGee I was a PhD candidate in Human Services with a focus on Social Policy Analysis and Planning. With this study, comes research in the field of policy. From informed sources in the sale of furniture, I believe furniture that is to be cleaned by a furniture cleaning service contracted with a furniture company, such as Harlem Furniture, is solely for furniture that has been in the home for some time. This service is not generally structured for cleaning “new” furniture purchased as “new” furniture. I informed Ms. Kelton that I would exhaust all remedies to achieve the purchase “new” furniture as I agreed too from Harlem Furniture. I informed Ms. Kelton that if I could not get my purchase of “new” furniture, I wanted Harlem Furniture to come and get their furniture and refund my money. Ms. Kelton stated that Harlem Furniture is never going to take the furniture back, and that she was documenting this statement I made, as I told her I was doing. In addition, I am attaching this letter and the letter from December 20, 2002 to Harlem Furniture’s website, complaints. com, and BigClassAction.com. I would hope to hear from you, Sir, regarding my plight in this situation. I thought I was getting some relief dealing with Mr. McGee. He was very professional and sounded sincere in addressing my needs. When he was on the issue of my furniture, he suggested Harlem Furniture may want to attempt to clean the furniture, but if the stain was determined uncleanable, Harlem Furniture would replace the soiled furniture with “new” furniture as I purchased. He never said anything about having the arm of my Love Seat taken off and replaced. By the way, how is that done? It sounds ludicrous. Respectfully submitted,

Fred Nance Jr., M.A.

17239 Evans Avenue

South Holland, Illinois 60473

708-339-6737 (home)

708-921-1395 (cell) cc: www.complaints.com

www.BigClassAction.com February 6, 2003 Harlem Furniture

Mr. Bruce Berman, President & CEO

1000-46 Rohlwing Rd.

Lombard, Illinois 60148

Re: 1216214PXCZD

Mr. Berman: On Tuesday, February 4, 2003 at approximately 10:10 am I received a call at my home from Ms. Karen Thompson, customer service manager for Harlem Furniture. She called me from telephone number 630-972-3655. The number she left for me to call back and ask for her was 630-739-4700 ext. 279. I spoke to Ms. Thompson on February 5, 2003 at approximately 3:20 pm. I called her from work. Ms. Thompson conveyed to me that Ms. Dale Kelton requested she give me a call. Ms. Thompson stated that she had my letter, which I attached to Harlem Furniture’s website, and that she was calling to confirm my acceptance of the replacement arm for my Love Seat. She stated that Ms. Kelton told her I accepted Harlem Furniture’s offer to replace the arm on my furniture. I asked my Ms. Thompson is she had gotten my letter from the website. She responded yes. I told Ms. Thompson my letter clearly outlines the events and what I wanted, which was “new” furniture as I purchased. I told Ms. Thompson that I did not accept the offer. In addition, I don’t know why Ms. Kelton would tell Ms. Thompson I accepted the offer to replace the arm on my “new” furniture. Ms. Thompson told me she was only authorized to offer the replacement arm. Ms. Thompson told me she would fax or contact her corporate regarding my denial for the replacement of the arm on my “new” furniture. In addition, I requested the office give me something in writing answering my letter(s) stating they were offering to replace the arm of my “new” furniture. Ms. Thompson assured me I would receive documentation from Harlem Furniture stating their offer of replacement of the arm to my “new” furniture. I informed Ms. Thompson I would write a summary of our conversation, attaching it to their website and forwarding a hard copy to their President & CEO; and so it is done. Therefore, I respectfully request a representative call me who can facilitate my needs. I hope to hear from that representative soon. Respectfully submitted,

Fred L. Nance Jr., M.A.

17239 Evans Avenue

South Holland, Illinois 60473 cc: www.complaints.com

708-339-6737 www.BigClassAction.com February 7, 2003 Mr. Jesse Jackson Sr.

Rainbow/Push Coalition

LaSalle Street Bureau

208 So. LaSalle St., Suite 1277

Chicago, Illinois 60601 Re: Harlem Furniture Dear Sir: My name is Fred L. Nance Jr. My wife, Darlene Nance, and I are members of Rainbow/Push Coalition. My uncle, Otha Nance, is a well-respected member and organizer of Rainbow/Push Coalition. Mr. Otha Nance has been with the Rainbow/Push Coalition for many years. My family is suffering a tremendous injustice with Harlem Furniture. I am attaching three letters I have written to Harlem Furniture regarding our plight. These letters are to inform you of the plight that may be suffered by many people. The injustices suffered are being minimized and exploited. It is my hope you contact my uncle, as I will, and express my need to spread this information to the public at-large making sure that injustices like ours is never allowed to happen to others. My uncle lives on the Westside of Chicago. Respectfully submitted,

Fred L. Nance Jr., M.A.

17239 Evans Avenue

South Holland, Illinois 60473-3436

708-339-6737 (home)

708-921-1395 (cell) cc: Mr. Bruce Berman, President & CEO

Fred L. Nance Jr., M.A.

17239 Evans Avenue

South Holland, Illinois 60473

708-339-6737 or 38 (home)

708-921-1395 (cell phone)