National Furniture refuses to refund deposit


This information was formerly on http://www.canadawebpages.com/NationalFurniture/NationalFurniture.htm and associated pages, but that website that no longer exists.

Phil Wynn, the founder and owner of National Furniture parlayed his profits many years ago to go into the landlord business and was the original owner of the 103 and 105 West Lodge Avenue buildings, now owned and run by his three sons.

Complaints like this one, and much worse on broken promises and keeping depoits without delivering the purchased goods, have been shown over the years on CityNews' Silverman Helps segments.

Here is what was on that old site that we managed to have saved before the site went down.



Do you have a similar grievance with National Furniture Store?

National Furniture 2000 Ltd.
1650 Dundas Street East
Mississauga, Ont.
L4X 1L5
905-275-2002

From beginning to end.

There are some companies that are a pleasure to deal with. They demonstrate a genuine desire to help customers find the right product, fulfilling their needs, doing it at a great price while providing the highest possible customer satisfaction. It's a winning formula.

Unfortunately not all companies are the same, sometimes customers have the misfortune of learning a store's true nature through personal experience, what follows is the writer's experience when making a purchase at National Furniture in Mississauga.

Needing immediate delivery I purchased a bed and nite table from existing floor stock (part of a 4-piece bedroom suite) at National Furniture in Mississauga,

The store accepted my deposit, provided an invoice and invited me to call when ready to arrange delivery.

When attempting to make the delivery arrangements and final payment, I was REFUSED delivery.

The reason - the colour of the furniture was no longer available from the manufacturer. The store was not willing to order a replacement bed and table to complete their floor stock suite, for fear the colour would not match.

Therefore the store refused delivery of my purchase choosing to force me to wait 4-6 weeks for  "special order" stock. They did offer a loaner unit.

I could not wait for weeks and did not wish to endure installing and then removing a loaner unit. Such as request exclusively serves the stores' interests while their obligation is to serve my interest.

Since they reneged on completing the sale I demanded my deposit back and this was REFUSED.

To date, one year later, National Furniture refuses to provide return of my deposit. They have not provided any goods or services, no credit note, and no intention to return the deposit.

The lesson that is clear is that National Furniture of Mississauga, its owner Phil Wynn, and partner Jeff S. Heffer display contempt for their customers.

The informal definition of "crooked" is dishonesty, fraudulent and unscrupulous. I will leave it to you to decide if their business practices fit this definition.




Letter of complaint to National Furniture

AUGUST 25

This letter was then delivered by hand on Sunday August 25th and faxed on the 27th.

I wanted proof they received my letter.

Since they failed to phone I sent another fax to get Phil Wynn's attention.

Getting Phil's attention: August 27, 2002


National Furniture 2000 Ltd.
1650 Dundas Street East
Mississauga, Ontario L4X 1L5


Attention: Mr. Phil Wynn

Invoice CM114158

Dear Mr. Wynn

With a requirement for near-immediate delivery, on August 13, 2002, I purchased a "display" bed and nite table ("floor stock" is clearly noted on the invoice), part of an existing display bedroom suite.

I placed a deposit of $160.00 on August 13, and when arranging delivery and payment of the balance on August 20 was REFUSED delivery.

Delivery was refused because the bed and nite table colour had been discontinued by the manufacturer and National Furniture did not want to break up the existing floor display set.

I was informed that National Furniture could special order same with an expected delivery of Sept. 6. Since your staff further informed me that new furniture takes 4-6 weeks and Aug. 20 through Sept. 6 leaves only 2 weeks to fulfill a "special order" I have no confidence in the delivery date.

National Furniture suggested they could provide a loaner, and this too is unacceptable.

The solutions offered by your company only serve the interests of National Furniture and not

Your company chooses to ignore a simple fact. I was offered "display product" and accepted. You refused delivery. I am now demanding the immediate return of my deposit.

On August 24th I went to the store to initiate the return of my deposit, which was summarily refused by the store manager, Larry. I was asked to speak to you.

When a store consistently demonstrates contempt for their customers - refusing to fulfill an agreed-to contract because it determined, after the fact, that it was not in the store's interest to do so, refusing to return a deposit, deliberately creating obstacles to returning a deposit, it sinks to the lowest depths of wholesale dishonesty.

My telephone number is XXX-XXX-XXXX. If I do not hear from you by Wednesday August 28th I will proceed to small claims court.


Yours

Rob


cc. Better Business Bureau (by fax: 519-570-0072)

(customers address and telephone deliberately blanked for public viewing)


National Furniture Mississauga Invoice




Letter to the Better Business Bureau about National Furniture

The following was submitted to the Better Business Bureau on September 1, 2002.


Better Business Bureau Submission (Sept. 1, 2002)

Needing immediate delivery I purchased on August 13th, a bed and nite table from existing floor stock (part of a 4-piece bedroom suite) at National Furniture in Mississauga.

The store accepted my deposit, provided an invoice and invited me to call when ready to arrange delivery.

My invoice is clearly marked "FLOOR MODEL".

When attempting to make the delivery arrangements and final payment on August 20th, I was REFUSED delivery.

The reason - the colour of the furniture was no longer available from the manufacturer. The store was not willing to order a bed and table to complete their floor stock suite, for fear the colour would not match.

Therefore the store refused delivery of my FLOOR MODEL purchase choosing to force me to wait 4-6 weeks for "special order" stock. They did offer a loaner unit.

I could not wait for weeks and did not wish to endure installing and then removing a loaner unit.

Since they reneged on completing the sale I demanded my deposit back and this was refused.

I discussed my deposit with the store manager (Larry) who suggested contacting the owner Phil Wynn. I left a message for Phil who failed to call me back. I sent Phil Wynn 2 faxes before he called back.

Phil reviewed the situation, and said the store was being quite reasonable. They didn't want to break up the existing floor bedroom suite and if they ordered a replacement it likely wouldn't match the colour of the existing suite.

That the store would special order a bed and table for me and provide me with a loaner.

I explained to Phil that I needed the bed and table right away and couldn't wait.

I also explained that it was not up to me to accommodate the interests of National Furniture. They were supposed to take care of me.

We didn't see eye to eye, words got a little strong where I finally asked what the bottom line was - were they going to return my deposit?

Phil said no.




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