Arena Trailer Sales

The back to the console isn't missingIt is tucked underneath the piece by the manufacturer to facilitate shippingWe have contacted our customer to explainHe found the back tucked underneath just as we indicatedWe are happy that this is issue could be resolved

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, [redacted] ***

Our customer signed the Terms & Conditions contract which stipulates that the customer is responsible to ensure that merchandise fits into the homeIt also states that bedding is not returnableWe do not sell used merchandise especially not bedding; however, I have spoken with our customer and have advised her that if the factory sealed plastic covering is intact with no holes or openings, we will accept the return of the foundationShe may select a different type of foundation that fits up the stairwell or receive a refund She has agreed to send photos of the foundation confirming that the plastic covering is intactI am awaiting the photographs and will most certainly follow up with her upon receipt It will not be possible to sell her the split foundation at the same price as a standard foundationThe customer is responsible for paying the difference

Hello, The order is for CLEARANCE area merchandise It may have several damaged areas, and possibly some restorations, and that is the reason it was in the clearance section Normally we do not deliver clearance area product, but the manager in charge at the time the order was written allowed it to be scheduled for delivery It is clear in our terms and conditions that we do not allow returns on CLEARANCE are merchandise.The backs on this merchandise do come off for shipping purposes, (not because they are broken), and I am sure the delivery team had removed whatever they could to allow for the product to go through doorways, etc They would most definitely have to clip the backs into place.The Customer Service Manager did make a decision to allow a return on this product, and it should have already been scheduled for a return via delivery We cannot replace this merchandise because there is also no available stock The customer can go back into the store and reselect to something else if they wish If they make the purchase before the delivery return, the reselection could be made at no additional delivery fee, as long as it is scheduled for the same delivery day as the return.thank you

Our TV commercial for the mattress sale I believe the customer is referring to is for mattresses "as low as 10% of where they started," and "as low as cnets on the dollar." At no time did the commercial refer to "all" or "every" mattress. I have attached
screen shots of the actual commercial spots. We do have the following disclaimer in the commercial: "Free base with adjustable friendly $minimum queen set, $minimum king set. Not available with Tempur-Pedic & PranaSleep, $minimum purchase for financing and delivery. Free interest if paid in full by September 2020. Next available delivery date. Local delivery area only. See store for details." See store for details, invites our customer to come to the store to be shown the actual items on sale, and to answer any questions pertaining to all aspects of the sale. Our goal is to sell all our product available during the promotion, and we are also trying to make room for renovations to our store. If you have any further questions about this ad, please let us know. If the customer needs further assistance, the store manager can provide answers or show advertised product. Thank you

Hello, We are sorry to hear that there is still a possibly manufacturing odor to the product. A Rep from our customer service department will be in contact within hours to set up a service call. The reason for the call is two fold.
1) to confirm the odor and verify where it is coming from and 2) to inspect the condition of the merchandise and take pictures. A report will then be created and sent to the vendor to request a possible Return Authorization.Thank you

Complaint: ***
I am rejecting this response because:
This is a he EXACT problem The customer service department doesn't handle customer service issues!
Regards,
*** ***

We are sorry *** *** is not happy. We have asked that the company who makes the bedding please assist, and they have agreed to go out and make an inspection, because the vendor rep looked at pictures, and did not see a defect. The inspection will be set up by the representative *** *** of the *** mattress company and ***.thank you

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
I was contacted by corporate office and a return number was given to me to return the merchandise to the Dump in Turnersville between the 8th and 10th of April
***
*** ***

We are very sorry to hear our customer is upset, and they did call Customer Service to report that they discovered mold on one section of the bedding that was delivered months ago. The customer mentioned rain in the complaint and as far as the issue of rain, we did
look up the weather conditions for the delivery area, date and time, and found no rain reported. Customer Service also found that the order was delivered without any issue or complaint from the customer. The bedding was new - freshly removed from the factory wrappings, and was not wet. Because the bedding has been in the home for months, we can not exchange it. We are not sure what happened to cause the mold, but we do know that what was delivered was fresh stock, pulled out of the wrappings at time of delivery.Customer Service Representative contacted the bedding vendor and asked if we could order a complete outside casing. The bedding comes with a removable zip off mattress protector casing that is washable (valued at $250.00) If we can order the casing, we will send it to the customer at no cost to them, and they can also the one that is currently on the mattress. this way they will have two. We would recommend that they remove the casing that is currently on the mattress, and launder it. Our Representative will be following up with the customer as soon as we get the approval to place an order for the casing.Thank you

Hello, This order is still showing open, waiting for on arrival goods. A message has been sent to the store manager and sales person requesting they contact this customer. Since the merchandise is not in stock, the customer may request to cancel the order without penalty or
fees. Our Customer Service department does try to answer customer questions, but typically we handle after care issues such as assisting with protection plan claims, scheduling a service technician, and ordering parts for furniture that is already in the home. Our Customer Service department does not schedule open orders or work procurement. thank you

[A default letter is
provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and found that my complaint was unsubstantiated and would like it removed completely Business contacted me and helped me find the piece that I thought was missing, Everything is resolved
Regards,
*** ***

Hello, We apologize for the delays, and will be happy to refund the delivery charge. A manager has called and left a message, and will also assist in scheduling the chairs.Thank you

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me as long as what has been stated to be trueThe defective part did break at end of October so stating almost two months to receive a response of the middle of February for an ETA is trueWhen the actual processing of the part request took place I can only take their word for itSince then until this previous weekend I still didn't have an ETA after inquiring several times with all my requestsHopefully, the company follows through and I receive the part at the end of the week as told to me by representative Linda who just contacted todayThank you for your help in resolving my issue and communicating with the companyAll of my conversations, inquiries and requests were ignored until now

Complaint: [redacted]
I am rejecting this response because: The Dump is still trying to blow smoke and dance around the fact! The fact I am referring to is that they never told me literally or notified me legally that, if you loose the mattress tag, it voids the sales agreement. I was notified after the sale, but never before the final sale. If I was notified before the sale was final, my wife would have never cut the tag off because she would have been fare warned of the penalties! I believe that the Dump has a legal and moral responsibility, to notify the customers of anything that is relevant to voiding a sales agreement before the sale is final, not after the fact!!    
Regards,
[redacted]

Hello,   We are very sure that the product that was delivered is a floor sample sofa that the customer selected and inspected.   However,   we will be glad to contact her again today.  A manager will call her and ask for photos.  We can submit the photos to...

our buying department to be sure that the item is a sofa.  It was the last one of that style that we had in the company.We will also match the photos to our photos that are taken on the delivery dock.thank you.

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]

The back to the console isn't missing. It is tucked underneath the piece by the manufacturer to facilitate shipping. We have contacted our customer to explain. He found the back tucked underneath just as we indicated. We are happy that this is issue could be resolved.

Hello, The order is for CLEARANCE area merchandise.  It may have several damaged areas, and possibly some restorations,  and that is the reason it was in the clearance section.   Normally we do not deliver clearance area product, but the manager in charge at the time...

the order was written allowed it to be scheduled for delivery.   It is clear in our terms and conditions that we do not allow returns on CLEARANCE are merchandise.The backs on this merchandise do come off for shipping purposes, (not because they are broken), and I am sure the delivery team had removed whatever they could to allow for the product to go through doorways, etc.  They would most definitely have to clip the backs into place.The Customer Service Manager did make a decision to allow a return on this product, and it should have already been scheduled for a return via delivery.  We cannot replace this merchandise because there is also no available stock.  The customer can go back into the store and reselect to something else if they wish.   If they make the purchase before the delivery return, the reselection could be made at no additional delivery fee, as long as it is scheduled for the same delivery day as the return.thank you.

I'm not sure why Mr. [redacted] said he has been waiting for months, as our records show that we received a call to report a problem,  just last month, on 11/2/15, for the sofa purchased on [redacted] delivered 12/5/2014.     We have an open service file [redacted], and did...

get pictures that were sent to our local uphl. technician, who said to order the parts.   (We do not have any stock on this style, so we would be unable to get a part from a current piece or do an exchange.)A part order was placed with the vendor, as this merchandise was still in the one year vendor warranty.   po#[redacted] confirmed on 11/4/15-  from [redacted]- Service Manager from [redacted] Industries group, and they send the parts on a container.   Next container has estimated time of arrival for Feb. 2016.Good news is that we had another container come in already, and our local parts coordinator had ordered extra parts, and one of them just happens to be this same needed part!    Mr. [redacted] should be receiving a call shortly from the parts coordinator to confirm the parts, and then his service rep from The dump customer service will call to set up a courtesy service appointment to install. thank you.