Futons Now ,Lifestyles Furniture, Lifestyles Furniture of Davenport, Iowa Futons Now advertising is deceptive. Customer Service was very Bad! They send you junk. Davenport, Iowa

This post is in response to the defamatory comments made about our company by Mr. Christopher Cooper of Chicago, Illinois posted to RipOffReport.com on Sept 22, 2011 in reference to order FNC-223292 which was an order that was website submitted by the customer for an Adirondack Chair Size Futon.

On August 20, 2011 Mr. Cooper ordered through our website himself an Adirondack Chair Size Futon Frame which as advertised fits a 28x54 size futon mattress. Mr. Coopers IP address is on file for the order as it came over our server and wasnt called in. On September 1, 2011 his product was delivered and signed for. Upon opening the frame, Mr. Cooper became distraught and angry immediately calling us quite upset that his 54x75 full size mattress did not fit the frame he was shipped. In trying to explain to Mr. Cooper that he accidentally ordered himself a chair size frame, he was continually unwilling to accept any responsibility whatsoever for the error in ordering and proceeded to explain several times that he was a lawyer and threatened that he would take us and the manufacturer to court over this. We did our best to again explain to Mr. Cooper he simply accidentally ordered himself the wrong size frame through our website and that we would look into finding him a solution.

He argued that we misrepresented the product online. In which we asked him to again look at the page that his product was from and notice that there were in fact different sizes of futons that can be ordered. As it was explained to the gentleman, our company is a specialty futon retailer and as such we offer many sizes of frames. We do list on each product the size of mattress that the frame is made for and this was obviously overlooked by Mr. Cooper when placing his order online. An accidental oversight on his part that resulted in the unfortunate consequence of ordering himself a frame made for a 28x54 mattress.

After getting off of the phone with Mr. Cooper, we contacted Collegiate Furnishings and explained what the customer had done and asked if they had any suggestions. They said that the arms for the futon frames are universal and fit chair, loveseat, full and queen size frame decks. All the customer would need to do to correct his error would be to order a full size frame deck which is the appropriate size for the mattress he owns as it would fit a 54x75 mattress as advertised on our website. After speaking to the owner of our business, it was decided to offer the sale of the full size frame deck to Mr. Cooper at manufacturer cost instead of charging retail in hopes of getting him taken care of.

In contacting Mr. Cooper back a series of emails were sent back and forth between our company representative and Mr. Cooper beginning September 2, 2011 in which the option was offered to help him get his futon frame up and running with the correct size deck. An email back from Mr. Cooper was received on Saturday September 3,2011 that said quote, Thank you for your timely response. I appreciate your effort, but at this point the entire transaction is cost prohibitive (Email on file).  At which point Mr. Cooper then asked to get return authorization for the product and send it back for a refund. When offices reopened from being closed over the weekend an email response was sent on September 6, 2011 to Mr. Cooper that an RMA (Return Authorization Number) would be obtained from the manufacturer so that they would accept the frame back for a credit (Email on file).

Further instructions stated that as soon as Collegiate got back to us we would send an email on how to proceed. Mr. Cooper was never told he couldnt return the product.  It couldnt be canceled since he already had taken delivery of it. He could however return it within 30 days per our posted return policy.

For reasons unknown, Collegiate was slow in getting back to our company with the return information. This manufacturer asks that companies allow 24-48 hours for a response. In the meantime Mr. Cooper went ahead and had contacted UPS to pick back up the boxes and return them to Collegiate on September 9, 2011. Deciding to take that action was in violation of our return policy. Customers are required to write an RMA number on returned boxes provided by the manufacturer in order to receive a timely refund when product is sent back. The manufacturer contacted us back with the return information however, Mr. Cooper emailed us that he had sent his chair frame back at which point there was nothing else for our company to do but contact the manufacturer to alert them to these unmarked packages that would be arriving and to contact us with a credit memo.

Mr. Cooper contacted us on September 22, 2011 at 10:12AM that the chair frame showed as being delivered to Collegiate and requested credit. Our company requested the credit memo from the manufacturer showing the product had been restocked. We emailed back at 1:50PM that same day that a credit was processed per the return policy. Which Mr. Cooper agreed to when he checked the box on our website that asks customers if they agree to the terms and conditions of our website, this also shows up on the electronic invoice and on the link for terms and conditions. Mr. Cooper was provided with a credit less original shipping costs and a 15% restocking fee.

Our company was and has been quite willing to try and work with Mr. Cooper despite the way he initially approached us and threatened us on the phone. His comments in the post that he made here are not reflective of how he behaved towards us nor how we have handled his ordering issue which is supported in all of the documentation that we have on file and would be more than happy to share with any interested parties including information of the original chair order which contradicts the very statements he has made in this post.

It is very unfortunate that Mr. Cooper continues to feel the way he does about his ordering mishap, but we dont appreciate libel against our company and untrue statements by a customer who clearly ordered himself the wrong product and then was reluctant to accept alternative solutions for a situation that wasnt created by our store.