Becker Furniture World

Final Consumer Response /* (2000, 7, 2015/10/12) */
We were contacted by a manager of the Northtown Becker Furniture World on October 9. We returned the mattress on October 10 and received a full refund. They are working on their procedures.

Our third party warranty company, Montage, uses their guidelines for determining if a claim is justified or not. We will reach out to them to obtain a copy of the report and see why the claim is denied. from the report we can determine what parts are needed and if they are still available for the...

repair. BFW will try to obtain the parts if we can and get them to the consumer.Refunding the cost of the protection plan in the form of a check is not something that we would do. It is set up for a consumer to purchase the plan with an assurance that if they need the coverage they have it but if they do not use the coverage, they can get the purchase price back in a gift card at the store.We will work to see what we can do to assist in a resolution for the consumer.

We are currently working with Mr. [redacted] to get a resolution. Jake, our Service Operations Manager, will continue to reach out and get a resolution that works for everyone. Updates to follow.

Initial Business Response /* (1000, 5, 2015/05/04) */
I agree with Ms. [redacted]. If we didn't do our job right and get the product to her in good condition, we should not try to get paid for it. We will refund the delivery fee, I will make sure the paperwork is taken care of and a copy of the refund...

is sent to her.
We apologize for the issues, it should have been resolved quickly.
Initial Consumer Rebuttal /* (2000, 7, 2015/05/05) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I do and thank you for your understanding. You have a beautiful store and the policy that I was being told over and over was just not matching. I do hope that his is both fees and tax.
thank you!

We have reached out to the consumer and offered a resolution that she accepted. This case will be resolved to her satisfaction.

I apologize for the situation and for what you have experienced so far. That is not how we want you feeling after making a purchase from us. When the new product is unwrapped and ready for use, it does have "new" or different odors, but they should not be overpowering to the point you cannot...

use the furniture. We will be issuing an exchange for your items like was originally agreed to. Reena or Tasha will be following up to make sure the paperwork gets done and a time is scheduled with you.Thank you for your purchase and for your understanding here, we want you to be satisfied with your experience.