Homeliving Furniture Dispute

My name is Mrs. L. Elsis. I am the Manager of the Customer Service Department for Home Living Furniture. I have been working with Mrs. Hammerschmidt in an effort to resolve these issues since March 20, 2017. As per my agreement with her detailed in the numerous emails sent to her, I have ordered and received a replacement buffet for her. We are currently working on building a load to her area to do the exchange and she has been informed of this.

I have asked her to hire a furniture repair tech to address and repair the issue with the hardware on the door china and to forward the estimate to us as we will pay for this repair. She has yet to do so.

We have acted in good faith and we continue to do so. I have attached copies of my email chain to her, the telephone log and one rather lengthy email that clearly outlines and answers all of her statements.

Our facility is in Howell New Jersey, she is in Lancaster Pennsylvania. Her replacement buffet has been transferred to our long haul delivery service and we are currently waiting for the truck to be filled and dispatched to her area. I cannot guaranty a delivery date of June 12, 2017 as the delivery date is dependant upon the science of logistics. She has been made aware of this by me via email.

We have offered all of these solutions in writing.

I am available from Monday through Friday from 9 am until 6 pm Eastern time. I can be reached at 732 901 5522 ext 104 or via my direct email address lelsis@homelivingfurniture.com Please feel free to contact me at any time.

Thank you

Mrs. L. Elsis your message here

One day after I was told to contact the trucking department, and the same day I filed this claim, they call me, leave a message, and text me that the server will be delivered on June 9, I will post if/when the server is in my possession and what condition it arrives in.

This morning some trucking company called and said they would be here tomorrow, Tuesday. Anyone there willing to confirm a date for removal of damaged server and delivery of new undamaged server?

As far as my information goes, we are delivering to you on June 9th. No one from my firm or my logistics department has called you to change that date.

LisaJo Elsis
Manager
Home Living Furniture

The telephone number that placed the call to me this morning was 908-310-3919. I just tried to call it and got a recording that they were unavailable. The phone belongs to Susan L******, Bernardsville, NJ. The gentleman that made the call this morning said I was delivery three and they would call me when they were on their way from the second delivery. Can anyone tell me why anyone should trust Home Living Furniture. Where does the truth begin or end. Tomorrow is Tuesday only time will tell......then I'll tell.

Mrs Hammerschmidt:

After reading your correspondence on this web site regarding a delivery date for today, I did a great deal of "digging" to find out what exactly was going on. Apparently, in an effort to get this exchange done as quickly as possible for you one of the long haul team members investigated the possibility of using a third party delivery service. That service is the bernardsville, NJ number that called you. This was done without my knowledge. As I have explained to you before, logistics is a different division from the one I manage. That being said, you will be receiving delivery on Friday, June 09, 2017. Our team will be delivering the replacement buffet to you, not a third party. You will receive a call from Stephanie on Thrusday evening between the hours of 4 and 6 pm. She will give your your delivery/exchange time frame .

I find your remarks concerning whether or not anyone should trust Home Living Furniture to be rather insulting. We have acted in good faith from the beginning of this situation. We have been honest and above board with you every step of the way. I have emailed you or called you during each step of the process, often waiting 4 or 5 weeks for a response from you. Each call is recorded and each email has been documented. We are still waiting for the requested repair estimate for the needed repair for the hardware on the china cabinet. Please send it to me at your earliest possible convenience. We have been asking for this estimate since March 31, 2017.

I am available Monday through Friday from 9 am until 6 pm eastern time. You have my Home Living email address from all of the emails I sent to you concerning these issues. Please feel free to contact me at any time during the business day if I can be of any further service.

Very truly yours

LisaJo Elsis
Manager
Home Living Furniture

Mrs. Hammerschmidt:

According to the exchange/delivery ticket that I reveiwed this morning, bearing your signature, the exchange of the buffet was successfully completed on Friday, June 09, 2017. As of this morning, Monday, June 12, 2017, we are still waiting for the repair estimate for the hardware on the door china.

This issues has been fully resolved, just as I assured you it would be from the first day that we spoke.

No one in this company has ever mislead you. No one in this organization was ever dishonest with you. You called us asking for pricing on a list of items. Our sales associate provided you with the information you requested and you placed the order. We did not solicit this sale. When you called making inquiry about the buffet, we contacted the manufacturer and were told that at that time there were a very limited number of these items available in the US. This information was conveyed to you. You decided to place the order. When it was delivered and you inspected it, you called to let me know that the hardware on the item was damaged. You very kindly sent me a video detailing the issues. I contacted the factory to find out if repair was possible, and if it were not, to order a replacement item. By that time, additional stock had come in to the manufacturer. I emailed you and called you to advise you that the buffet was available. You never responded to my attempts to reach you. In fact, instead of returning my call or answering my email, you chose to contact me via this public site . I will admit that I have no idea why you chose this avenue of communication, as I am available Monday through Friday from 9 am until 6 pm Eastern time.

Our obligation to you, with the exception of the needed repair to the hardware on your door china is concluded. We have and we will continue to act in good faith as we are a very reputable company who values the relationships that we painstakingly build and maintain with our customer base. I await the needed repair estimate from you.

Very truly yours,

LisaJo Elsis
Manager
Customer Service Department
Home Living Furniture
lelsis@homelivingfurniture.com

Friday a brand new beautiful server was delivered. The difference was immeasurable. It looked like I purchased a used server and it was replaced with a beautiful new one. Where was that server when my first order was being shipped. I am absolutely positive that this matter never would have got to this point of rectification if I had not gone public with the situation. You continue dragging into this matter the amount of time it took me to reply to you. You were very aware from the first time I CALLED YOU that I was going in for an ankle replacement. The day I arrived home is when I found a text from The Furniture Doctor that he could not shorten the base of the table because it was not made of wood but a plastic composition. Need I say that I was completely shocked, and heavily medicated.It took days for me to put everything together and get the server taken care of and have the Furniture Doctor make me a new table base. So, unless you have any thing additional you want to regurgitate about this purchase, I verify my new server has arrived. And when the Furniture Doctor delivers my table base he will give me the statement for repairing the problems with the other two purchases. I will add that I am still in a wheel chair unable to walk and your delivery man told me they took the server off the truck but they were not bringing it in, I must go outside and inspect it. The second delivery man told him something in another language and pointed to my wheelchair, he then said ok we will bring it on the porch and you look and I just sat there till they brought it in the house for me to inspect and take pictures.
I have no control of the Furniture Doctors time for the delivery, therefore I must leave an open date for your receipt of the repair bill. Payment of the repairs will constitute my closing of this claim.

Mrs. Hammerschmidt:

Please forward the estimate of repairing the hardware on the door china as soon as possible, as we would also like to have minor issues involved in this delivery concluded as quickly as possible

In reference to the reason why you chose to discuss this issue publicly, you also felt it necessary to dispute the charges for these items prior to your receiving them. When I asked why you would do this, you told me that you felt it was the only way you would receive prompt delivery. I explained to you that this was not necessary on your part as we are a reputable company. It was not necessary for you to take this issue public either as the replacement buffet had been ordered for you within 2 days of our initial conversation. Several of our conversations took place prior to your ankle surgery. In fact, you and I had a coversation concerning these issues the morning prior to your going to the hospital.

As to your questioning why the first buffet could not have been as perfect as the replacement, well I wish I had an answer for you. Your only complaint was that the hardware, specifically the bar that the door slides on was scratched up. There were no other issues with this item. As the hardware was not a replaceable item, we immediately ordered you a new one. I cannot speak for the quality control department of the manufacturer. I am sure it comes down to simple human error. Keep in mind that we willingly and immediately addressed all of your issues. Perhaps, in the world in which we live today, companies that care about forming lasting relationships with their customers are few and far between, but we are one of those rare companies. Customer service and satisfaction is a priority for our company.

We all hope you feel better quickly. Have a pleasant evening.

Thank you

LisaJo Elsis
Manager
Home Living Furniture

I have requested an extension to the completion time. The furniture doctor has been here and could not solve the problem using the method the manufacturer suggested. He is coming back in late August with felt padding to stop the rattle and proper materials for the scratches/unfinished areas. Thank you, Shirl

Write your messaTo whom it may concern:

In reference to Claim 3993820-254682, this issue remains open ONLY because we are STILL waiting for the customer, Mrs. Shari Hammerschmidt, to send us the bill for the minor repairs needed to her door china. We have been asking for this bill since MARCH 2017. This claim should absolutely NOT be made public as it makes claims against us that are completely false. I have attached a letter that was sent to Mrs Hammerschmidt on April 12, 2017 addressing all of her issues. We have acted and continue to act in good faith . These allegations are completely false and this must stop. Please advise

LisaJo Elsis
Customer Service Manager
Home Living Furniture
732 901 5522
lelsis@homelivingfurniture.com
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