Aurora Chimney Cleaning

I am rejecting this response because: The mattress is raised on top much higher than 5/in Clearly visible lump in the centerI would like to have it messured again and explained to me A mattress is under warranty for ten yearsIt is absolutely defective

I do apologize, as I failed to include that Furnitureland South will reimburse any shipping expenses related to the replacement of the damaged hingeThank you!

Final Consumer Response / [redacted] (2000, 6, 2016/09/02) */ MrM [redacted] contacted me and has resolved the problemThey are replacing the item The case is closed Thank you, [redacted]

Reply sent to consumer today:Mr [redacted] , Good morning! I have reviewed your reply to the Revdex.comMy apologies for not stepping in earlierHowever, before I could review the first email it had already been addressed by other management and turned over to sales to assistThe information and responses provided by your Customer Service Representative was approved by managementTruthfully, all that I would have been able to assist with had already been doneOur policy is to not issue refunds until the items are in our possessionHowever, we made an exception to the policy by having drivers make an unscheduled stop to pick these up while in the area, and processed the refund once we confirmed they had the chairs on their truckI do apologize if this was still not to your satisfaction regarding going beyond protocolBut it was the best compromise we could provideAt this point, service can no longer assist with the chair issueA refund was issued to your credit card as indicated belowSales has advised that samples have been supplied to you, but they have not received any reply at the time of my last correspondence to youI did ask Sara and her manager to follow up with you againPlease let me know if they have or have notRegarding the bench, Customer Service did advise that we must work with [redacted] within their claim proceduresWe have been trying to get a response from them, and apologize that this has taken so longIn order to satisfy you as our customer, I would be more than happy to replace itHowever, please note that this type of wood will have rough areasThat is the nature of the reclaimed wood designI will order the replacement todayThank you, Jaye

I am rejecting this response because: the writer of the letter is the customer service manager and was on all of my emails and this is only the first time that she is stepping in....she had previously left entirely to the regular customer service rep who has consistently provided canned responses to our concerns and complaints.Her statements are not true, and they are fully aware that this is that case (there are many emails to this effect) They made NO exception to their protocol, I was continually given a scripted response that, per company protocol, a refund wouyld only be given once they mad the furniture in their possession, and they did not credit us until they picked it up This was not furniture that we "received", we were merely "storing it", as an accommodation to the drivers, befause we were their first delivery and it would be in their way all dayit was also damaged beyond repair (it was an upholstered chair with exposed wooden arms, one of which was broken in half, such that you could have slid sheets of paper between the broken halves) - so it was garbage Instead Furnitureland held our funds hostage (full price for broken furniture - they have pictures) until they picked the pieces up It is also not true that the correct chairs will be ordered, as we were sole chairs that the manufacturer refuses to produce - the order was not possible from the start No chairs are on order it is not only disingenuous, it is blatantly untruthful to say that they worked around their protocol we accommodated them, by storing their merchandises and were made to wait for a refund until they made it by to pick it up - no good deed goes unpunished As to the bench - we ordered them from Furnitureland and are not privy to their "claim" with the manufacturer and are not being kept apprised as to its status we want it replaced immediately - it is unsafe for its intended purpose (i.e., sitting upon) we want it replaced immediately, and are unconcerned with claims between our merchant and its suppliers

Initial Business Response / [redacted] (1000, 7, 2016/04/25) */ Dear Mr [redacted] , I would like to take this opportunity to respond to your Revdex.com letter dated April 11, Furnitureland South agrees with Mr***'s request for replacement piecesA new table top and footboard are schedule for delivery April 28thA replacement china deck is also still on order and expected to arrive at FLS late MayUpon receiving we will contact our client to schedule the exchange of that piece We apologize for any inconvenience this may have causedShould you have any questions or concerns, please feel free to contact me directly, via telephone at [redacted] or via e-mail at [redacted] @FurniturelandSouth.com Sincerely, Holly G [redacted] Consumer Solutions

I have been in communication with this customer this week regarding the table issue mentioned in her complaintBelow is the email response and offer sent to her on 12/6/We are awaiting her reply [redacted] , I have reviewed this with sales and my director, and we cannot sell the ones from the floorI am so very sorry for the misunderstanding and any errant communication on my partAgain, I knew they were not available but am usually able to get items released for dire circumstances [redacted] is a unique gallery, though, and Paige and I simply could not make it happenThat said, I can offer the following options: – We can continue with the replacement of the glass top, and repair the base, and provide a $discount for the inconvenience – We can pick up the table you currently have for a full refund, and provide a store coupon/voucher to use toward the purchase of a new tablePaige surely could assist with finding a suitable alternative in our OutletPlease consider these and let me know you wish to proceedThank you! Jaye B**

I am rejecting this response because: This particular reply explains why the service technician's house visit was cancelled; it does not resolve the problems with my furniture

Hello!Furnitureland South issued the refund to AMEX on 2/The total amount refunded is 939.46.Thank you,Jaye B**

After reviewing the response from our consumer, FLS stands behind our decision and offerThe chairs were ordered in the leather chosen by the consumer, and all information was provided to her at that time - including what Guardsman would cover, and how the protection plan worked (dry coverage / application meaning nothing is sprayed on the leather)I have provided the necessary information to the consumer advising why we do not apply anything, how this leather reacts to sunlight vsother leathersAccording to the provided contract, we do not allow returns of product that have been affected by misuseWe were willing to have a tech attempt repair if possible, as a courtesy due to her being such a good customer over the yearsHowever, he could not restore the colorOur offer to sell new ones at employee pricing is well outside of our offerings to customersWe do not wish to replace these with the same leather, as it will have the same issue unless she places them elsewhere in the room.Thank you!

Initial Business Response / [redacted] (1000, 7, 2016/02/23) */ From: Holly G [redacted] (mailto:hollyg***@furniturelandsouth.com) Sent: Tuesday, February 23, 10:AM To: ' [redacted] @greensboro.Revdex.com.org' Subject: [redacted] # [redacted] RE: Case # [redacted] Dear Mr [redacted] , I would like to take this opportunity to respond to the Revdex.com letter dated February 9, Ms [redacted] placed her order with FLS on November 7, of a Dovetail bedroom groupShe was provide the average lead time of six to eight weeksUnfortunately later we learned the bed is on back orderThe bed has a March shipping date to FLSIt was agreed we would split ship the dresser and two night stands Since receiving your inquiry, FLS has reached out to Ms [redacted] offering to cancel her order for a full refund or accept the delay with an extended discount of $and free delivery, which she acceptedAttached you will find our e-mail correspondence of this agreement Our delivery staff has been in contact with Ms [redacted] to schedule delivery of the available productI apologize for any inconvenience that Ms [redacted] has experienced with her order and hope that we can bring closure to this issue soon Should you have any further questions or concerns, please feel free to contact me directly, via telephone at [redacted] or via e-mail at [redacted] @FurniturelandSouth.com Sincerely, Holly G [redacted] Consumer Solutions Holly G [redacted] Customer Service Account Manager Office [redacted] Fax [redacted] Furnitureland South [redacted] , Jamestown, NC, Initial Consumer Rebuttal / [redacted] (3000, 13, 2016/03/15) */ From: [redacted] Sent: Tuesday, March 15, 1:PM To: Revdex.com Subject: Re: Revdex.com Complaint Case# [redacted] (Ref# [redacted] ) Dear Mr [redacted] , I'm sorry for the delayed response; I should have emailed that I wanted to wait until the furniture ws delivered to say that I am satisfiedCertainly FLS did work hard to make things right for me, but unfortunately when the bed was delivered today, the delivery men made a mistake with the installation which they didn't mention to meI discovered it as soon as they left and the man who brought the furniture said he'd noticed but "thought it was just decorative," which apparently means he didn't need to tell me about it or try to fix itFLS is working on getting it fixed nowBasically I am once again without a bed due to people at FLS not doing their jobs responsiblyI would have understood if the delivery person had let me know before leaving but since he did not I am notI will let you know as soon as this is resolved Sincerely, [redacted] Final Business Response / [redacted] (4000, 15, 2016/03/22) */ Dear Mr [redacted] I wanted to provide you with an update of Dr [redacted] 's case After responding to your original inquiry that Dr [redacted] accepted FLS' offer of an extended discount for the delays of her Dovetail order, she then decided to reselectThe new order for [redacted] was placed on February 29th and delivered to Dr [redacted] on March 21stThe drivers were unable to assemble the bed due to a manufacturer issue A replacement bed has been ordered and estimated to arrive at FLS within the next business daysUpon receiving we will reach out to Dr [redacted] for delivery arrangements We apologize for any inconvenience this has caused Regards, Holly G [redacted] Consumer Solutions

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and I accept it.I have confirmed with American Express today that they have received a credit issued from Furnitureland South and therefore consider this matter closed Thank you for your support and assistance

Hello!I have responded to our customer, [redacted] ***, confirming that our position remains the same regarding the Wesley Hall chairs and ottomansThe items were in her home for more than year before fading was reported, but she said it started 6-months after deliveryDelivery to the customer was 10/19/15, and she filed the claim with us on 1/5/This is well beyond the 1-year warranty time frameAs a courtesy, we did have a technician assess the items in her homeHe confirmed he could not restore the color, and the fading was a result of UV exposure - not a defectThis is not covered by the vendor as part of any warranty, nor is it covered under her Guardsman Protection PlanI have attached a copy of the following:- My aforementioned reply to the customer dated 3/29/- The "Leather 101" link she referred to in her "statement of problems" (Note that she stated the link does not mention anything about sun damage, UV fading, etcIt does note that aniline leathers are more likely to fade, and finished leathers are not.)- A copy of her contract with FLS outlining our policies and warranties- A sample of the Guardsman Protection Plan she refers to(The actual plan is sent to the consumer from Guardsman, and I do not have her actual plan.) Thank you!

I provided our customer with options outlined in the email below today, 4/16/18:Hello, Mrs [redacted] I am emailing in regards to the [redacted] sectional you continue to have issues withI have spoken with [redacted] , and they want to make this right for youThey would like to send their own guys over to your house to pick this up and get it back to their facility for correctionThey are in Asheboro, and would have it for 2-daysThey would even bring it directly back to youWould you agree to that? If not, we can proceed with the refund you have requestedThanks! Jaye

I am rejecting this response because: This actually is not an offer This is a copy of an email Furnitureland South sent where they are telling me that they sent this to another department to be handled If this is handled and they pick up the bed and provide a refund, which is what I requested, then I would be happy to accept the offer Until that is done, this isn't actually an offer Sincerely [redacted]

Hello!Thank you for the notificationOur customer contacted Furnitureland South on January 9th, 2018, requesting a refund be issued to his card for the chairs immediatelyWe worked around the protocol to only issue refunds once the items in question are in our possessionA refund was issued to his VISA card on January 10th, 2018, per his requestThe chairs returned to our warehouse on January 15th, Our sales team is in contact with the customer to resolve getting the correct chairs on orderCustomer Service is pursuing a vendor claim on the bench.Update provided to the customer on January 16th, 2018:Mr [redacted] , Good afternoonWe are in receipt of your complaint filed with the Revdex.com on January 9th, 2018, regarding the chairs and bench discussed in the email chain belowThe refund you requested for the chairs was provided to you on January 10th, It was returned to your VISA card(s) used for the initial purchaseIf it has not shown on your statement yet, you will need to contact the card issuerSara has confirmed that she is working with you and her manager to resolve getting the correct chairs on orderI am copying her on this correspondence so that she is aware of the pending claim, and that this needs to be addressed quicklyI’m sure she is already on top of it, thoughRegarding the bench, we do have a claim pending with [redacted] I have requested an update from them, and will be in touch once I have an answerPlease feel free to reach out to me with any questions or concerns going forwardI am more than happy to assistThank you, Jaye B**Lead Account Mgr

I have contacted the customer with updates and resolutionCopy of email to customer is below.Jaye B.Hello, Mr***. I hope this finds you doing wellMy name is Jaye B**, and I am the Lead Account Manager for Furnitureland South Customer ServiceI am reaching out regarding a complaint you
recently filed with the Revdex.comI wanted to see what I could do to get this back on track for you! I did review the complaint, and am so very sorry to hear it took so long to figure out and resolve the problemI also reviewed the delivery scheduling issues with management over that department*** has reported that they now have you scheduled on May 23rd, between 7-10AMThey are to call you 24-48hrs ahead to confirm a timePlease let me know if they have not confirmed this with you. As I do recognize this has been quite an inconvenience for you, I would like to extend a $discount on the bedThat would at least cover the tax paid on the bedPlease let me know if this is agreeable, and I will submit the paperworkPlease feel free to reach out to me with any questions or concernsI am always happy to assist. Thank you, Jaye B**

I am rejecting this response because: Jaye, could you please include any associated replacement cost (and/or) shipping for broken Charles Richard cabinet hinge? Thank you, ***

As promised, here are photos of the chairs after the vendor repaired the area of concernThe only “flaw” was a missed seam in the tufted area on the top, back of one chairWe sent both back to make sure they were perfect and matchedThe back leather is vendor-suppliedThe fabric is all customer supplied (COM)She wishes to change the leather portion on both, but Classic Leather has advised doing so would damage her fabricThere is no way to tear these down for re-upholstering without compromising her very expensive fabricThat is why we have made the concession to put these in our showroom/stock for a 33% “re-stocking fee” and have her order new chairs in the new coverings Jaye

The part mentioned in Mrs***' respond will not be supplied, as we are picking up her items for a full refundI have submitted the paperwork necessary to pick this upOur Delivery Department will be contacting her to schedule at timePer our policy, once the items are in our possession we will issue the monetary refund she has requested.Thank you!