Aurora Chimney Cleaning

I am rejecting this response because: Jaye,The contractor *** *** who was scheduled to repair the sofa texted last night to say you had cancelled his work order without explanation. Do I take it that FLS does not intent to repair the bent nailhead and other damage to my sofa? Are you also reneging on repair of the Charles Richard hinge? Before I agree to any discount for damage that occurred to my tables after I had paid for them, I will need to know clearly how you are handling the other damages that occurred to my furniture after I paid in full for these items. Do you need me to restate the details of damages that occurred to my furniture? I'm left just shaking my head that the tables and the sofa and the large cabinet all arrived with significant damage caused by blatant disregard for furniture that no longer belonged to you or through casual disrespect in general. Yes, I am angry and disappointed. And, frankly, I'm not sure I can count on what you bring to me as a solution as previous attempts to work this out with you have failed miserably. I refer you to the email thread below for FLS's loss of credibility with me.***

Mrs*** was directed to the incorrect manager, as I am unable to assist with Delivery schedulesI had emailed to advise her that her concerns were forwarded to the correct manager for resolutionShe did speak with the Delivery Manager, Chris M., on Friday 2/He has arranged for us to pick up the mattress set today, 2/26/18, and return it to our warehouse for a full refundMrs*** has also been advised that the previously mentioned re-stocking fee has been waived, and she will receive a full refund once the items are back in our warehouse. Thank you, Jaye B**Lead AcctMgr.FLS Customer SvcDept

Initial Business Response /* (1000, 6, 2016/05/24) */
Dear Mr***
I would like to take this opportunity to respond to your Revdex.com letter dated May 10,
Per my telephone conversation with Mr*** today, he confirmed the issue in which the original complaint was
filed has been resolvedFLS has issue credit of $for the freight charge
Should you have any further questions, please feel free to contact me directly, via telephone at *** or via e-mail at ***@FuniturelandSouth.com
Sincerely,
Holly G***
Consumer Solutions

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and I accept it

We have submitted the following response and offer to our customer via email:My name is Jaye B**, and I am the Lead Account Manager for Furnitureland South Customer ServiceWe are in receipt of your Revdex.com claim regarding the *** *** chair and ottomanI am so sorry to hear you are having issues,
and would like to assist with a resolution. I understand you are dissatisfied with how the leather chosen has performed over the last yearsI also see that you did file a claim with Guardsman through your protection planI have reviewed the claim and their reportThe claim states: There are stains on the inside of both armsThere are also stains on the top of the ottoman.” Where they ask for details regarding a specific incident that caused these stains, it simply says “unknown”Typically, Guardsman will not cover “unknown” stains per their policyI have attached a sample of their policy, should you need itHowever, they did make an exception on this oneFollowing are the remarks from the tech after two visits regarding the claim: 1. The chair arms do not have stains. The damage is an accumulation of scratches. The consumer has a small dog that is the likely cause. Besides the arms, the inside chair back, seat and front have scratches as well. This is a matching ottoman for the chair in work order ***. The ottoman has a number of small stains from unknown causes. Note that this is aniline leather. I do not believe that these stains can be removed without damage to the aniline color since they appear to be caused by liquids that have penetrated into the leather. Also, the exclusion reported for the chair will likely have a bearing on the ottoman's claim. 2. I was able to remove some of the small stains and dog toenail scratches with isopropanol and aniline scratch remover. The consumer is mostly concerned with the sensitivity of this aniline leather to staining and scratching in the future. Also, the matching chair is in much worse condition. After careful review of the photos provided, we are in agreement that these areas of concern are not related to any defect in the leatherThey are an accumulation of scratches and body oilsTo be sure, we also had *** *** review the photos and issuesThey are in agreement that these pieces have performed normally for pure aniline, unprotected leather. All of that said, we do want to helpWhile I cannot take these items back for a refund, or assist with the expense of re-upholstering them, we can assist you by reducing the price on a new orderWe can provide a 10% reduction on pricing for items in a leather less prone to staining and scratchingPlease let me know if that is agreeable, and I will coordinate this with your Design Consultant, Helen S***

I am rejecting this response because:
Date Sent: 2/2/10:12:AM I am rejecting this response because: per my note below back to jay this morningJay - I would like FS to acknowledge that the rug we were sold (MB Designs Couture) is in fact colorfast - this was NOT disclosed when we were sold the rug, not ever disclosed on any documentation that accompanied the rugWe have multiple wool, antique and new, hand tied rugs in our house and the same carpet cleaner has cleaned those without issue for years. We are very familiar with the cleaning process required and the swame proper steps were followed with this new oneI stand by my claim that the damage was not caused by the process but by the underlying fact that the rug is colorfast. Had we known that originally, we would have had the rug treated additionally BEFORE using it to ensure the colors wouldn't run when cleaned AND we would have provided that information to the cleaner prior to any cleaning. That is their policy. If I take the rug back, I plan to have it sent to a local longstanding rug store to have it analyzed to prove this. I would prefer not to get to that point. We were sold a very expensive hand tied rug that, had we known was colorfast, we would not have agreed to purchase. For FS to not accept any culpability in this unfortunate situation is not acceptable On the chairs, we have always requested that the leather be changed out. No one has ever presented that option to us with any seriousness. We would like to know the charge for that option as the leather on the chairs was so poorly installed the first time and surely has holes, etc, having it reapplied is not going to be acceptable. Even if there is an additional charge, that is an option we would like to understand prior to making our final decision. Also, if we were to take the credit, we want to be ASSURED that we will receive the COM fabric from those chairs backWe were never given the remnants of the $550/yard COM fabric (not the cheaper one) when the chairs were delivered. We finally got the excess of the cheaper one, but nothing from the expensive one which we found suspect. We surely want whatever is left, be it from the chairs themselves if we opt to take the creditAll in all, this handling of the chairs has been botched in multiple ways and we feel we are due concessions to right the situation. We spent >$110,with your company and really feel like, because you have our money, no one cares any more. If we do not come to what we feel is a fair resolution on these two issues, we will dispute this with further actions. We feel FS is not taking any culpability on either issue, including all of the endless hours my decorator has spent on this ($100/hr not yet charged), or credits outside of business, and that is just not going to be acceptable when on both fronts, there were mistakes made Best regards, Kate

Initial Business Response /* (1000, 10, 2015/08/29) */
Dear Mr***
I would like to take this opportunity to respond to your Revdex.com letter dated August 17,
Mrs*** purchased a United living room group from our floor July Our customer reported concerns
with the sofa June 2015, which the product was still under manufacturer's warrantyA technician was sent to access the issue and reported the problem to be with the seat coresThe cores have collapsed over the period of time
Replacement cores have been orderedThese parts are due to ship from the vendor directly to our customer the middle of SeptemberIn addition to the cores, Mrs*** opt to order replacement casingsThis order will ship late September
We apologize for any inconvenience Mrs*** has experienced with her order and have processed a $allowanceThis refund was processed and credited on August 20th to her Visa card
Please feel free to contact me if you have any further questionsMy contact information is: via telephone at *** or via e-mail at ***@FurniturelandSouth.com
Sincerely,
Holly G***
Consumer Solutions

I am rejecting this response because: I have not received the partFurnitureLand South has informed me that they will submit paperwork for me to start the return process and then give me the refundThis hasn't occurred yet

This response was sent to the customer on 2/2, and again on 2/6:I am simply clarifying what colorfast means, and that the product still has to be cared for properlyWe still stand by the fact that this was consumer-caused, and was cleaned improperlyOur offers remain to dispose of this without a refund, OR to return to youThis is not a performance failure or defect. In regards to the chairs, we are addressing the request to change the leatherThis would have to be done on a new order for new chairsWe advised from the beginning that Classic would not change the leather for fear of damaging your fabricWe can make a concession on custom product and issue a refund on the two originals for the re-stocking fee mentioned belowSince the COM is already applied to these chairs, we would not remove it and send it back to youAnd there was no excess to returnIf that offer is not accepted, we can send these back to you as also stated

Initial Business Response /* (1000, 8, 2016/02/02) */
***Revdex.com Note: Please see attached documentation submitted with the response below.***
From: *** G*** (mailto:***@furniturelandsouth.com)
Sent: Tuesday, February 02, 11:AM
To: '***@greensboro.Revdex.com.org'
Subject: ***
#*** RE: Case #***
Dear Mr***,
I would like to take this opportunity to respond to your Revdex.com letter dated January 21,
Furnitureland South apologizes for the issues Mr*** has encountered with filing his warranty claim through GuardsmanAs a courtesy, Furnitureland South has offered to pick up the damaged Cresent city chest to attempt restorationSince FLS is showing good faith to address his concerns, he has agreed to close the Revdex.com disputeYou will find a copy of our correspondence attached
Should you have any further questions or concerns, please feel free to contact me directly, via telephone at *** or via e-mail at ***@FurniturelandSouth.com
Regards,
Holly
Holly G*** Customer Service Account Manager
Office *** Fax ***
Furnitureland South
Riverdale Drive, Jamestown, NC,
Initial Consumer Rebuttal /* (2000, 10, 2016/02/03) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Furnitureland South has agreed to pickup and correct to the best of their ability the damaged furniture that Guardsman and Valspar has failed to repair, despite my having a paid repair agreement with themI accepted and appreciate Furnitureland South's offer and their high level of customer serviceI would suggest that Furnitureland South evaluate their business relationship with a company like Guardsman and parent company Valspar and consider looking for another vendor to provide this serviceThanks especially to Holly G*** for her professionalism and high level of customer service
***

Initial Business Response /* (1000, 6, 2015/06/17) */
Dear Mr***
I would like to take this opportunity to respond to your Revdex.com letter dated June 4,
A claim has been filed with *** *** in regard to the warranty of the fabric selected on the two chairsThe
vendor request an arm cover be returned to them for testingMs*** agreed to this request and the cap has been sent to the King HickoryIt could take up to eight weeks for the test results
FLS is working to resolve the Ms*** concerns and apologize for any inconvenience this may have causedShould you have any further questions, please feel free to contact me directly, via telephone at *** or via e-mail at ***@FurniturelandSouth.com
Sincerely,
*** ***
Consumer Solutions
Initial Consumer Rebuttal /* (3000, 8, 2015/06/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I accept that the company has made an initial reply but not a resolution to the problem, because the issue has not been resolvedThe business is testing material which could take weeks, so I do not know the proposed solution yetI do not want the case closed until a satisfactory solution has been agreed upon
Thank you

Reply sent to consumer today:Mr. [redacted], Good morning! I have reviewed your reply to the Revdex.com. My apologies for not stepping in earlier. However, before I could review the first email it had already been addressed by other management and turned over to sales to assist. The information and responses provided by your Customer Service Representative was approved by management. Truthfully, all that I would have been able to assist with had already been done. Our normal policy is to not issue refunds until the items are in our possession. However, 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 truck. I do apologize if this was still not to your satisfaction regarding going beyond protocol. But it was the best compromise we could provide. At this point, service can no longer assist with the chair issue. A refund was issued to your credit card as indicated below. Sales has advised that samples have been supplied to you, but they have not received any reply at the time of my last correspondence to you. I did ask Sara and her manager to follow up with you again. Please let me know if they have or have not. Regarding the bench, Customer Service did advise that we must work with [redacted] within their claim procedures. We have been trying to get a response from them, and apologize that this has taken so long. In order to satisfy you as our customer, I would be more than happy to replace it. However, please note that this type of wood will have rough areas. That is the nature of the reclaimed wood design. I will order the replacement today. Thank you, Jaye

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and I accept it.I am working with Furniture Land South (FLS) to get an acceptable resolution to this situation.   FLS has assured me they will order the parts that are needed to repair the various wall units,  and that they will send a serviceman here once the parts arrive to install them and to fix the scratches and nicks on the desk.  They have also assured me that I will receive additional financial compensation for the continued problems I have had with this furniture.  Once all the issues are resolved and the financial compensation is received, I will let you know.

Hello!I contacted the customer this morning (9/1/17)advising that the parts have arrived at the vendor warehouse, and will be shipped via UPS overnight/express to her. We will then send our tech to install the parts. The customer has been advised that the parts and repairs are within compliance of...

our contract obligations provided to the customer at the time of purchase. I am awaiting her reply.Thank you.

Initial Business Response /* (1000, 7, 2016/10/17) */
Dear Ms. [redacted],
I would like to take this opportunity to respond to your Revdex.com letter dated October 11, 2016.
Furnitureland South sales manager, Laurie M[redacted], has reached out to Ms. [redacted] via e-mail. Ms. M[redacted] will...

continue to follow up with Ms. [redacted] to get more details of her experience with our company so we can address them accordingly.
Should you have any questions, 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

Initial Business Response /* (1000, 7, 2016/02/23) */
From: Holly G[redacted] (mailto:hollyg[redacted]@furniturelandsouth.com)
Sent: Tuesday, February 23, 2016 10:23 AM
To: '[redacted]@greensboro.Revdex.com.org'
Subject: [redacted] RE: Case #[redacted]
Dear Mr. [redacted],
I would like to take this opportunity...

to respond to the Revdex.com letter dated February 9, 2016.
Ms. [redacted] placed her order with FLS on November 7, 2015 of a Dovetail bedroom group. She was provide the average lead time of six to eight weeks. Unfortunately later we learned the bed is on back order. The bed has a March shipping date to FLS. It 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 $391.06 and free delivery, which she accepted. Attached 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 product. I 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, 27282
Initial Consumer Rebuttal /* (3000, 13, 2016/03/15) */
From: [redacted]
Sent: Tuesday, March 15, 2016 1:43 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 satisfied. Certainly 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 me. I 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 it. FLS is working on getting it fixed now. Basically I am once again without a bed due to people at FLS not doing their jobs responsibly. I would have understood if the delivery person had let me know before leaving but since he did not I am not. I will let you know as soon as this is resolved.
Sincerely,
[redacted]
Final Business Response /* (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 reselect. The new order for [redacted] was placed on February 29th and delivered to Dr. [redacted] on March 21st. The 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 15 business days. Upon 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

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 with. I have spoken with [redacted], and they want to make this right for you. They would like to send their own...

guys over to your house to pick this up and get it back to their facility for correction. They are in Asheboro, and would have it for 2-3 days. They would even bring it directly back to you. Would you agree to that? If not, we can proceed with the refund you have requested. Thanks! Jaye

The offer below was presented to our customer, Mrs. [redacted], on 02/02/17:Mrs. [redacted], Good morning. We have received your letter of complaint through the Revdex.com. I am very sorry that these issues have yet to be resolved. In a previous reply to you, I had referred to the...

Jaipur rug and that was incorrect. We do have your MWB Designs 250 RYL Blue Couture Rug in our facility. After reviewing the claim and history, we still stand by our previous decision. This rug was not properly cleaned. It is hand-knotted and requires a specialized cleaning – usually not done in the home. That said, we cannot be held responsible for damages caused by a pet and/or cleaning company. We will be happy to dispose of this rug for you, or return it to you. However, we will not provide a refund. Regarding the chairs, they have been restored to 100% vendor quality. These are COM, so we do not typically allow returns on custom product. However, we are willing to make a concession in this case. We can offer the following options: *Return these chairs to you as they are currently – original leather + COM*Issue a credit, minus a 33% re-stocking fee, and have sales assist you with ordering new chairs. If this option is chosen, we will not refund any expense for the COM. Please let us know how you wish to proceed regarding both issues. I will then process any necessary paperwork and notify the correct parties to assist. Thank you, Jaye B** | Lead Account Manager  Office 336.822.3456 | Fax 336.822.3096 Furnitureland South 5635 Riverdale Drive, Jamestown, NC, 27282

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!I have responded to our customer, [redacted], confirming that our position remains the same regarding the Wesley Hall chairs and ottomans. The items were in her home for more than 1 year before fading was reported, but she said it started 6-8 months after delivery. Delivery to the customer...

was 10/19/15, and she filed the claim with us on 1/5/17. This is well beyond the 1-year warranty time frame. As a courtesy, we did have a technician assess the items in her home. He confirmed he could not restore the color, and the fading was a result of UV exposure - not a defect. This is not covered by the vendor as part of any warranty, nor is it covered under her Guardsman Protection Plan. I have attached a copy of the following:1 - My aforementioned reply to the customer dated 3/29/20172 - 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, etc.. It does note that aniline leathers are more likely to fade, and finished leathers are not.)3 - A copy of her contract with FLS outlining our policies and warranties4 - 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!