New furnitures came already damaged
- Approximate cost of services:
- $21,000.00
New furnitures came already damaged
couch not real leather and peeled
I’m sorry to learn of your situation. Please call me directly at 995-643-4121. I’m out of the office tomorrow but would like to look into your situation. Or, if you’d like, email me at jfee@scfurniture.com. I can have someone start looking into it for me. While we strive to give accurate delivery dates, we are subject to delays in both the manufacturing and delivery process.
Jim Fee
President
Stoney Creek Furniture
Dear Asif,
Since I have left lengthy responses on other review sites, I will keep this one more concise. I have apologized for any inconvenience our staff and processes have caused, my manager has compensated you with free accent pillows (at your request) and I have offered you a complete refund so that you no longer have to deal with my company. I would assume that, based on this and other reviews, that you do not have faith or trust in my company. I personally am a man of integrity and my company has a 50 year tradition of serving our customers well. As such, I personally prefer to do business with people who trust us and would very much like to provide you with a complete refund, so that you can find a company that you have faith in, to conduct your future business transactions. Please contact me directly and I will expedite your refund.
Sincerely,
Jim Fee
President
Stoney Creek Furniture
Thanks for the great review. Glad you enjoyed your experience with us.
Jim
Shawn, sorry to hear that the sofa seams have split. While I don't know which product you purchased, I could look into it further with more information. Feel free to contact me directly at the store.
You are correct that the protection plan is for stains and scratches, etc. to the leather and that would all be outlined on warranty information. Please keep in mind that the $200 is refunded as a store credit, if you don't have any claims for stains, etc.
We also honour all manufacturer's warrantees and do any repairs, at their direction, if covered. If not covered by warranty, we will arrange to have the item repaired by a leather technician, however, those costs would not be covered.
Again, while I assume our service department passed the information on to the manufacturer for a warranty claim, I would be happy to investigate further for you, if you would like to contact me at the store.
Sincerely,
Jim Fee
Vice President
Stoney Creek Furniture
MyQuay, Thank you for your feedback. I tried to find out what happened but, without your name, I could not look up your specific order. If you would like me to, please contact me at the store.
Without the specifics, I will try to explain our system and speculate on the possible product.
All orders are opened and inspected before delivery, to make sure that they are up to the manufacturers standard. In some cases, damage may occur on the truck. In many cases, when we sell "distressed" , painted, or heavily grained goods, a customer may find a product "not acceptable" for aesthetic reasons, as opposed to structural defects. All merchandise that is returned to our store is inspected for structural integrity,and again, to ensure it is up to a vendors quality standard. If that is not the case, it is sent to our shop for repair and clearance. If, in our opinion, it is up to the manufacturers standard, it is put back into our saleable inventory.
We don't do it in order to "pass it off", but because it is deemed to be up to standard. In your case, trying to find the right chair, you should never have been shown the original chair. Our error, and our staff should have assembled the chair for you. Please accept my apologies for that and for your experience. It is always our goal to have happy and satisfied customers.
If I can be of further assistance to you, or you would like me to look further into your specific order, please contact me directly.
Sincerely,
Jim Fee
Vice President
Stoney Creek Furniture
Darryl, thank you for your feedback and I'm sorry to hear that your experience with us was less than satisfactory. Your comment about "a slow boat from China" is probably quite accurate. While we deal with many domestic suppliers, the reality of today's global economy is that a large percentage of home furnishings are manufactured overseas. We strive to work with the best vendor partners that we can find and are constantly looking at ways to speed up delivery times to our customers. With all vendors, we estimate delivery times based on our historical experience with each vendor. That being said, it is only and estimate and is subject to delays in materials and supplies to the vendor, as well as the realities of global shipping, container and rail car availability, and port strikes and slowdowns (we are currently dealing with that situation on the west coast). All of these things are completely out of our control and we are at their mercy. Again, we want to advise our customers of the most accurate delivery times we can, and we tend to err on the side of caution and quote a week or two longer to be safe. Even doing that, we sometimes have to deal with these delays, and disappoint a customer. We can only guarantee deliveries when we have the product in our warehouse. That is why we keep several million dollars of inventory in our warehouse. Custom orders or out of stock goods definitely have a wait time.
Once again, please accept my apologies for your experience. We want all of our customers to love their experiences with our store.
Sincerely,
Jim Fee
Vice President
Stoney Creek Furniture