Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.[Provide details of why you are not satisfied with this resolution.]
Regards,
[redacted] And [redacted]
We did get upset with Alissa because her story started changing from the first time that we spoke. When I first spoke with her she told me what was needed and I provided it to her. She also did not tell me that the sectional would be repaired. What she told me was because it was so new that it would be replaced which we were originally fine with. Then because the lack of communication and her story constantly changing it has become difficult to work with this company. When we didn't get any response then I called Serta who gave me Hughes Furniture number where I spoke with a Jan Hunt in customer service. I was then given the name of Donnie M[redacted], Hughes Furniture area rep. I still did not contact Donnie until after my conversation with Alissa on that Friday evening that we stopped by the store. No we did not yell at her employee because he didn't know anything was going on. We voiced our displeasure with what was happening and we asked him to contact Alissa who we were told earlier by Brittany in the Muncie store that she would make sure Alissa called us back that day. We had not heard from Alissa such the reason we stopped in the store. The employee called and I got on the phone and asked her the status of our sectional. Alissa responded she doesn't know because she has to speak with the owner. I asked her what was taking so long because it had already been 18 days since we reported the issue. She then backed up and said well no I have to call the sales rep. I asked her if that was Donnie M[redacted] and she said yes. Again I asked what is taking so long. She said it takes time. That is when I got upset and told her this was ridiculous and that I had called serta and they gave me Hughes Furniture number to discuss warranty. Jan Hunt from Hughes told me that they respond to any warranty issues within 48 hours. I turned the phone over to my wife because Alissa told me that I was mean. Yes I interrupted her because she kept telling me different stories and I was refuting what she was saying. My wife tried to explain to her what was going on and that we wanted a replacement sectional like we were first told. Given we had the sectional less than 10 days when the issues occured. Alissa started telling my wife she has to wait on the owner. We have asked numerous times to speak with the owner and to this day we cannot speak to him. He either has washed his hands or refuses to try and resolve this issue. Given our dealings with this company and they way they have handled their business as well as their warranties then we want our monies returned so we can purchase elsewhere. To add another note after our conversation with Alissa that Friday night I then called Donnie M[redacted] and left him a voicemail and asked for a return call. He called me back about an hour later and the conclusion of that conversation was that we would get a new sectional or our money refunded. Either way we would hear from them on Monday. We were sent an email that following Monday telling us all they will do is repair the sectional and to let them know when they could pick it up. That is when we decided we wanted the refund and not to deal with them again. We still do not have this resolved and don't want to deal with a business that treats their customers in this manner.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.[Provide details of why you are not satisfied with this resolution.]
Regards,
[redacted] And [redacted]
We did get upset with Alissa because her story started changing from the first time that we spoke. When I first spoke with her she told me what was needed and I provided it to her. She also did not tell me that the sectional would be repaired. What she told me was because it was so new that it would be replaced which we were originally fine with. Then because the lack of communication and her story constantly changing it has become difficult to work with this company. When we didn't get any response then I called Serta who gave me Hughes Furniture number where I spoke with a Jan Hunt in customer service. I was then given the name of Donnie M[redacted], Hughes Furniture area rep. I still did not contact Donnie until after my conversation with Alissa on that Friday evening that we stopped by the store. No we did not yell at her employee because he didn't know anything was going on. We voiced our displeasure with what was happening and we asked him to contact Alissa who we were told earlier by Brittany in the Muncie store that she would make sure Alissa called us back that day. We had not heard from Alissa such the reason we stopped in the store. The employee called and I got on the phone and asked her the status of our sectional. Alissa responded she doesn't know because she has to speak with the owner. I asked her what was taking so long because it had already been 18 days since we reported the issue. She then backed up and said well no I have to call the sales rep. I asked her if that was Donnie M[redacted] and she said yes. Again I asked what is taking so long. She said it takes time. That is when I got upset and told her this was ridiculous and that I had called serta and they gave me Hughes Furniture number to discuss warranty. Jan Hunt from Hughes told me that they respond to any warranty issues within 48 hours. I turned the phone over to my wife because Alissa told me that I was mean. Yes I interrupted her because she kept telling me different stories and I was refuting what she was saying. My wife tried to explain to her what was going on and that we wanted a replacement sectional like we were first told. Given we had the sectional less than 10 days when the issues occured. Alissa started telling my wife she has to wait on the owner. We have asked numerous times to speak with the owner and to this day we cannot speak to him. He either has washed his hands or refuses to try and resolve this issue. Given our dealings with this company and they way they have handled their business as well as their warranties then we want our monies returned so we can purchase elsewhere. To add another note after our conversation with Alissa that Friday night I then called Donnie M[redacted] and left him a voicemail and asked for a return call. He called me back about an hour later and the conclusion of that conversation was that we would get a new sectional or our money refunded. Either way we would hear from them on Monday. We were sent an email that following Monday telling us all they will do is repair the sectional and to let them know when they could pick it up. That is when we decided we wanted the refund and not to deal with them again. We still do not have this resolved and don't want to deal with a business that treats their customers in this manner.