Aurora Chimney Cleaning

I am rejecting this response because:
We have lined up someone locally to fix them as the arms still have issues, and FS seems unwilling to do anything on either piece to really address our dissatisfaction.  We have told them to deliver both back to us.  I think it’s telling on their part that they do not sell the guardsman protection on the hand knotted rugs — another issue I uncovered over the weekend when I went back through their receipt.  They sold us guardsman on every other piece, and the non hand-knotted rug, but never highlighted that they don’t cover the hand knotted.  I GUESS WE KNOW WHY!  Absolutely terrible customer service… I hope your company rates them accordingly — on your website they have 4 bad reviews, but your company rates them A or A+.  That shouldn’t be…     Thanks for trying to help…  We’re just forced to eat the money and pay more to have things fixed ourselves.   Kate

Good morning! I have reached out to our customer via email. The following is what was sent to her on 3/20/17: "Mrs. [redacted], Good afternoon! My name is Jaye B**, and I am the Lead Account Manager in Customer Service. We have received the complaint filed with the Revdex.com. I will be handling...

your account going forward, and I look forward to getting this resolved for you quickly. I did speak with Vanessa about the current issues, and wanted to be sure I understood what still needs to be resolved: DESK – per your email below, we need to repair multiple finish damages and a drawer that will not openHUTCH – a new light kit needs to be shipped and installed After speaking with Vanessa, I understand that she was not pushing a tech out until you had the parts for the hutch. I think that is the best – so you are not inconvenienced twice with a tech visit.However, I understand that a work order was already issued prior to getting the part ordered, and the tech has not even acknowledged receipt with either of us. That said, I would prefer to assign this to a different technician once you have the part. Would that be agreeable?As for the $750 compensation you have requested, we cannot meet that amount. We have already provided $435 on this set, plus the expenses for technicians and replacements. I would be happy to discuss a lower amount once we know what our tech can do with what is in the home. Would you agree to wait and be open to discussion then?Please let me know. And do feel free to call or email with any questions. I am more than happy to assist.Have a wonderful day."The attached file is a copy of the email exchange I had with the consumer this morning, to show we are working toward a mutual agreement on a resolution. While we have not resolved the issues yet, we are working toward a mutual solution. I will update you as soon as we have an agreement. Thank you.

I am rejecting this response because:
Though the mattress has been picked up, I have checked with American Express this morning and they have no record of a credit being received from Furnitureland South.  As soon as the credit is received, I will happily close the complaint.  Thank you.

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!I have spoken with Mrs. [redacted] regarding the issues outlined in her complaint. The replacement Copeland "Audrey" extension table has shipped, and we should receive it into our warehouse next week. Mrs. [redacted] understands that I will contact her once here, and then we will coordinate shipment...

to her with our Delivery Team. I have also submitted the necessary paperwork to refund the delivery charges related to her table. Her complaint references an amount of $160.50, but the correct amount is $160.05. Mrs. [redacted] is in agreement with the delivery fee reimbursement. She has accepted the resolution, and will be awaiting contact from the Revdex.com to confirm this.Thank you,Jaye B**

Furnitureland South has reached an agreement with the consumer, [redacted], to do the following:1 - Replace the [redacted] nesting tables2 - Ship a replacement leg and floor glides for the sofa3 - Issue a $100 discount for the misaligned nail head on the sofa The customer responded on 12/11/17 confirming this is an agreeable solution. I will get the replacement table set on order today, 12/12/17. Thank you,Jaye B**

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.

Initial Business Response /* (1000, 8, 2015/10/23) */
From: Holly G[redacted]
Sent: Friday, October 23, 2015 12:37 PM
To: '[redacted]@greensboro.Revdex.com.org'
Subject: [redacted] #XXXXXXX Re: Case #XXXXXXXX
Dear Mr. [redacted]
I would like to take this opportunity to respond to your Revdex.com...

letter dated October 9th.
Furnitureland South is unable to honor Mr. [redacted] request to refund the [redacted] warranty fee. The warranty covers single stain incidents that are reported within 5 days. I checked with [redacted] and learned that Mr. [redacted] filed three separate claims in April 2015.
[redacted] denied all three claims since they did not meet the warranty criteria. The chaise was reported to have over all stains, not a single incident but a result of use with over time. The sleeper sofa had an ink stain, which is not covered. The third claim, a sectional, was denied due to reported issue is damage related and not covered. Attached you will find all three claims Mr. [redacted] submitted.
Please feel free to contact me with any questions or concerns at 336.822.3454 or via e-mail at [redacted]@FurniturelandSouth.com.
Sincerely,
Holly G[redacted]
Holly G[redacted] Customer Service Account Manager
Office [redacted] Fax [redacted]
Furnitureland South
[redacted] XXXXX
Initial Consumer Rebuttal /* (3000, 10, 2015/10/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Our salesman never said that we only had 5 days to report a stain. The stains are also not all over, but rather a single spot on each piece of furniture.
Our salesman told us that this was a great protection plan he used all the time every time he got a stain on a piece of furniture or a leg broke on a chair. There was definitely no indication that it was covering our furniture for a limited time. Instead, he said he used his Guardsman for years.
This "guardsman" is a total scam. We would have never bought it if we were told that it was only good for 5 days.
Furthermore, Furnitureland doesn't even seem to feel bad that we had to go through Revdex.com just to get a response! We were completely ignored and lied to every time we tried to contact them over emails and on the phone. We never received responses to emails and we were always promised to receive a call back that never happened.
We are very disappointed as we loved our Furnitureland experience until now. We were very regular customers, taking our family and friends for shopping trips, but will be taking our business elsewhere unless a proper response is received.
Final Business Response /* (4000, 12, 2015/11/06) */
Mr. [redacted]
I wish to respond to your follow up letter dated October 27, 2015.
Sales Manager, Rob H[redacted], has been in directly contact with Mr. [redacted]. FLS has offered a $200.00 refund towards the Guardsman plan and keep the warranty in affect.
Mr. [redacted] is to review this offer and reply back to our office this week. We are awaiting his response.
Should you have any further questions, please feel free to contact me directly, via telephone at [redacted] or via e-mail at [redacted]@FurniturelandSouth.com.
Regards,
Holly G[redacted]

We responded to customer via email:"Good morning! I am in receipt of your message and your complaint filed with the Revdex.com. We have turned this over to sales and delivery management to resolve, and they have been advised to return your call ASAP. Unfortunately refunds and delivery...

scheduling are two areas I am unable to assist with.I reviewed the account, and it seems the mattress sent to you was not what you saw on our floor. Your Design Consultant was to sell those floor models, but pulled stock inventory. The mattress set was the same model, but the design had changed slightly by the vendor. For that we do apologize.The paperwork to pick this up for a refund is currently being processed. Delivery management is working with Accounting and Sales to complete everything now. Once I have updates from all, I will advise."Customer responded today with the attached letter to our owners and multiple managers. We are working to accommodate her regarding scheduling of the pick-ups of her incorrect product, and she has been advised that the refund cannot be generated until they are in our possession.Thank you,Jaye B**

Hello!Thank you for the notification. Our customer contacted Furnitureland South on January 9th, 2018, requesting a refund be issued to his card for the chairs immediately. We worked around the normal protocol to only issue refunds once the items in question are in our possession. A refund was...

issued to his VISA card on January 10th, 2018, per his request. The chairs returned to our warehouse on January 15th, 2018. Our sales team is in contact with the customer to resolve getting the correct chairs on order. Customer Service is pursuing a vendor claim on the bench.Update provided to the customer on January 16th, 2018:Mr. [redacted], Good afternoon. We 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 below. The refund you requested for the chairs was provided to you on January 10th, 2018. It was returned to your VISA card(s) used for the initial purchase. If it has not shown on your statement yet, you will need to contact the card issuer. Sara has confirmed that she is working with you and her manager to resolve getting the correct chairs on order. I am copying her on this correspondence so that she is aware of the pending claim, and that this needs to be addressed quickly. I’m sure she is already on top of it, though. Regarding 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 answer. Please feel free to reach out to me with any questions or concerns going forward. I am more than happy to assist. Thank you, Jaye B**Lead Account Mgr.

I have been in communication with this customer this week regarding the table issue mentioned in her complaint. Below is the email response and offer sent to her on 12/6/17. We are awaiting her reply. [redacted], I have reviewed this with sales and my director, and we cannot sell the ones from...

the floor. I am so very sorry for the misunderstanding and any errant communication on my part. Again, 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 happen. That said, I can offer the following options: 1 – We can continue with the replacement of the glass top, and repair the base, and provide a $200 discount for the inconvenience 2 – 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 table. Paige surely could assist with finding a suitable alternative in our Outlet. Please consider these and let me know you wish to proceed. Thank you! Jaye B**

I am rejecting this response because:
1. The customer service I have received has been sub par since first contacting FLS on January 5th.  I was consistently told someone will get back to me and then they don't.  I would then have to initiate another email to check on the status.  It has been almost 3 months now and I still have gotten nowhere.2. FLS is refusing to accept responsibility in the matter.  The FLS consultants have a fiduciary duty to their clients to advise them when making furniture/fabric/leather/color selections what will and will not work based on the conditions,colors,floor plan, space etc...when photos and floor plans are provided. That is after all why we use professionals and why I contacted my consultant again to work with her for the 3rd time. They have the knowledge and experience to know what will work well in your space and what you need to stay away from.  If I was to choose an indoor fabric for an outdoor couch I am sure she would  advise against that.My chairs did not fade, they have changed color.  I should have been advised by my consultant against my selection in that type of leather/color due to it's sensitivity to UV light and the volume of windows in the room.  I should have been at least warned of the potential problems so I could have had a choice and then I could have made an informed decision.  Instead we were sold the chairs and we were sold a protection plan that did not protect them from apparently it's biggest threat.  3.The whole sales tactic of the Guardsman is very misleading.  At the time of purchase we were told it was a "Dry Application" now to hear it is a "Dry Process"  it sounds like there is nothing applied  to the furniture to protect it. However, when you are purchasing the the plan you are led to believe they are applying something to the furniture to protect it.4. I was told by customer service that because I am a great customer and you really want me to be happy you were going to take care of restoring the color to my chairs.  Now you are reneging the offer telling me I have to purchase new chairs.  That is not acceptable.  That is bad business.

Hello!Furnitureland South issued the refund to AMEX on 2/28. The total amount refunded is 939.46.Thank you,Jaye B**

I am rejecting this response because:
The mattress is raised on top much higher than 5/8 in.  Clearly visible lump in the center. I would like to have it messured again and explained to me.  A mattress is under warranty for ten years. It is absolutely defective

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 day. it 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 10 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.

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

After reviewing the response from our consumer, FLS stands behind our decision and offer. The 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 vs. other leathers. According to the provided contract, we do not allow returns of product that have been affected by misuse. We were willing to have a tech attempt repair if possible, as a courtesy due to her being such a good customer over the years. However, he could not restore the color. Our offer to sell new ones at employee pricing is well outside of our normal offerings to customers. We 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!

I have been in contact with the customer regarding the repairs. The technician misunderstood when we asked him to hold off on scheduling. We are trying to get some parts in for the customer first. He apparently thought we were cancelling for replacements. The customer has been advised of the misunderstanding, and we are working toward a solution of all issues. Thanks!Jaye B**

Initial Business Response /* (1000, 6, 2016/11/19) */
I would like to take this opportunity to respond to your Revdex.com inquiry dated November 8, 2016.
Furnitureland South agreed to honor Ms.[redacted] request for a full refund of the Aria group purchased. However, Ms. [redacted] decided...

she would accept our offer of a loaner sofa to use until her replacement arrived. We made arrangements for this exchange and have since received Ms.[redacted] new sofa. This exchange will take placed Wednesday, November 23rd.
Providing there are no further issues upon the delivery, this should complete Ms.[redacted] order. We apologize for any inconvenience Ms. [redacted] encountered with her order.
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

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