Waterbeds 'n' Stuff, Inc.

To whom it may concern,Please see attached receipt #***On December 13, 2016, Ms*** special ordered a sleeper sofa #made by Ashley Furniture Although special orders may take up to weeks (see bottom of receipt), Ashley normally is able to provide product in 2-weeks and
the customer was informed of this Originally Ashley had shown the item being available within that time frame As we neared that date, Ashley changed the availability date to January 18, Today I checked their website only to discover that Ashley had changed the availability date again to February 3rd, The customer was informed of the change and was understandably upset I told them I understood and would be more than happy to fully refund their purchase if they did not want to wait for Ashley to get the sofa in stock The customer REFUSED the refund and said they wanted to wait They then told me to call Ashley and "make them" send us the sofa I was unable to make the customer understand that I cannot "make" Ashley send me their sofa Again I told the customer I understand they are upset due to the delay and offered the refund They will not accept the refund As the customer had indicated that they will be sleeping on the sleeper sofa, I offered to loan them a bed to sleep on until it became available They refused that also.At this point, it appears I cannot currently satisfy the customer I am doing everything in my power to get the sofa from Ashley, I have offered a loaner to sleep on, which they refused, and I have offered a full refund, which they have also refused.Sincerely, Mark E***

Due to the item being returned in less than new condition, the manager had told the customer that he would contact customer service concerning the exchange of said itemHe then asked the customer to contact him today, Monday, July 6th
I have authorized the exchange of the item and relayed that
information to the store managerI am however, curious as to why the customer contacted the Revdex.com without giving us an opportunity to review this issue

I must emphasize that ** *** bed is not and has never broke. She contacted us mid summer to explain that her bed was squeaking. We scheduled a service call and even though could find no issue with the bed decided to replace the entire frame and foundation. She contacted our
store again recently and complained that is was squeaking again. The store suggested she contact our service department so the issue could be addressed. She had another individual contact them on her behalf and after speaking with the gentleman for a period of time discussing the possible issues and solutions, the gentleman told our service department that he was pretty handy and thought maybe it just needed tightening. He said he would look at it and call us back if needed. As of the writing of this response we have not heard back from either the gentleman or *** *** and assumed the issue resolved

I reviewed the response made by the business in reference to complaint ID ***, and find the resolution is satisfactory to me