Sorry to bother your guys. I do need suggestion about this unhappy shopping experience.
I ordered a set of furniture from the Cohen's Furniture http://www.cohenbrother.com/about_us.htm. The set includes a queen bed, a night stand, a dressor with mirror, a chester and a dinning table with chairs. I paid 200$ as the downpay with U.S bank credit card and the rest 800$ finance from Wells. When the store owner was recording the items on the invoice, I noticed that he only wrote down "Head Board" for the queen bed. I asked him if that means the whole bed, he said yes and then wrote "Queen Bed" next to the "Head Board".
When the furniture was delivered, I found that only the head board was there instead of the whole bed(which should include the head board, foot board and a frame). I called the owner and he insisted that I only orderd the head board, not a whole bed, and I need to pay extra money if I need the bed. Obviously, he does not want to favor the transaction agreement(the invoice) he signed. The furniture is on sale based on the whole set and it does not make sense to buy the head board only not the whole bed. Even the delivery boy admitted that it is ridiculus. I guess the owner first forgot to include the whole bed for shipping and later when I found that, he denied my request because he does not want to pay the shipping cost for the bed.
I asked the U.S Bank credit card for a dispute. At first, they returned the 200$ dollars to my account and asked me for more evidence. I faxed them the invoice soon after, but today I found that they charged me again. The U.S Bank claimed that because I have not returned the rest furniture so they favor the merchant side. I can not return so many stuff by myself now and the Cohen's seems no interest to pick my phone. Other than the return freight, the furniture store claims 25% restock fee. I asked the card service if the dispute will move on including the returning fee after I return the furniture and they keep saying that they can not guarantee anything.
I know it may only cost me like 50$ bucks to buy a frame and foot board. But I am really irritated by the seller's rude attitude and cheating and I saw other similar complaints about the same store online. I am also very disappointed on US.BANK. They can not protect my interest against such an obvious seller cheating case even I use their card for thousands of dollars purchasing every month. I will definitely switch to other credit cards. So should I contact the store again for a return, pay the cost they ask to make the credit card dispute to move on? Or I just can file a complaint to BBB? If you have any experience or suggestion, I really appreciate. Thanks.
you might actually get a better response from the finance section...
after they stop asking for pics...
x8855227
New Member
posted: Nov. 13, 2009 @ 8:16a
Thanks Treasury. I have the invoice listing all the item I ordered, proving I did order a queen bed. The invoice has pre-printed forms and titles but the order item part needs to be filled by hand. It is the store owner wrote down my shopping list. It does not make sense to buy only the head board instead of the whole bed for a set of furniture. It is like to buy the chester without all the drawers.
Hc000, I will try to post this one on the finance section. Thanks.
Always file credit card disputes in writing and mail them to the special address for billing problems because that will obligate the card issuer to act as your collection agent under the Fair Credit Billing Act and require that they correct your bill unless they can prove that your claims are wrong. Actually a written complaint isn't 100% necessary because there are actually three methods of complaint, and only the first one requires written notice (but it's the best method of complaint). Burden of proof is on them to disprove your claim, and they cannot require that you furnish any evidence. Still, provide as much evidence as possible, including the invoice or order showing "Queen Bed" next to "Head Board", the ad showing the offer, and mention how the delivery person thought the lack of the bed was odd. Label the dispute as a "billing error" (that's the best method of complaint, has 60-day time limit from first bill showing the charge), say that you do not "accept" the merchandise, and say you've tried to work in "good faith" with the merchant (does not have time limit but does have $50 minimum and in-state or 100-mile geographic limit, with distance measured between your billing address and phone, mail box, or computer for mail order). Complain before you pay.
If the card issuer is uncooperative, complain to the card company, the Federal Trade Commission, Federal Reserve, or Federal Deposit Insurance Corporation (I have no idea why, but the latter two have responsibility), file complaints at BBB.org (both against Cohen's and US Bank), and the state attorney general. Try to get the local TV consumer reporters involved, and don't hesitate to go to small claims court. I think you could really benefit if you can get a copy of the ad. Also it's bizarre that US bank wants you to return all the furniture and not just the undelivered items in dispute.
Why did you charge only $200 to your credit card and finance the other $800? You have a lot, lot less legal protection on the part not charged to a card, although finance companies are obligated for the quality of services and merchandise (according to a US Supreme Court ruling decades ago about finance companies selling their loans).
mikeres
Senior Member - 1K
posted: Nov. 13, 2009 @ 11:08p
While I sympathize with you, I don't think it's relavent that your order makes no sense without including the bed itself. It seems like the owner is a sleezeball and is trying to screw you. If you dispute this (as you have) or try to take this to court, the owner will say that he deals with strange people all the time and he has no idea why you ordered only the headboard and not the bed. Even if you were to produce and ad that included the bed as part of the sale, he would point to your order slip and say thay you only ordered the headboard and asked that he specify that it was for a queen bed, which is why he added the hand notation. You're going up against and unscrupulous liar and have nothing in writing to support your position. It's too late now, by why didn't you insist that your order slip included all details. Never trust a sales person. If they are reputable they will not hesitate to put everything in writing.
Never bring a knife to a gun fight.
jayK
Senior Member - JayK
posted: Nov. 13, 2009 @ 11:31p
It's not that unusual to order just a headboard without a bed frame. I've done it before...we were replacing our bedroom furniture, we already had a perfectly good bed frame, and we liked the look of the headboard alone without the footboard.
That said, the store owner should have made things right. If your local newspaper or TV news show has a consumer affairs column or segment, I would recommend contacting them.
I'm not so sure US Bank was in the wrong here, since you have a receipt that says "headboard - queen bed", and that's what you got. If the store owner had written "headboard + footboard + bed frame", you probably would have won the dispute.
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