Client received delivery on 4/and the delivery driver called in to report a scratch on the side.? Client had to leave the home and was unable to speak with Customer Service at time of delivery.? Customer Service called back on 4/and left a voicemail to discuss the options of either an exchange once item was back in stock (eta early June) or whether to send a technician to attempt repair of the pieceCustomer Service called and left another voicemail to discuss options on 4/28.? Customer Service did not hear back from Client, so they set up an exchange on 5/9.? Item arrived in stock and the Client was emailed the following:? From: [redacted] Sent: Wednesday, June 28, 3:PM To: ' [redacted] Subject: CUSTOMER # [redacted] ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? CUSTOMER # [redacted] ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? Hello, ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? Please call Arhaus Concierge at your next convenience to schedule your delivery.? ? Client emailed Customer Service Rep late last week stating that she wanted 20% off to keep the piece as-is.? This discount has been approved by a Customer Service manager.? Customer Service rep, Ashley W, will reach out to the Client to process the discount.?
We apologize that this customer had to deal with so many problems? in our retrieval of the merchandise.? The customer's refund was processed yesterday, 9/28/
[redacted] from our Concierge department reached out to this guest on 6/12/and left a message to give her a call back.? She called the guest again on 6/13/18, and went over the options of offering her 40% off a new set of chairs [redacted] explained? to the guest that this would be Arhaus' final offer and would be void after 7/31/? The guest? said she wanted more money off of a new set of chairs, her money back, or some sort of voucher from ArhausShe asked if since we are currently offering 40% off during our sale,? what would 40% off do for her.? [redacted] explained to her that the sale going on had nothing to do with what Arhaus was offering her, and that one doesn’t have to do with the other, as they are separate issues/instances.? [redacted] explained what Arhaus is offering is as a courtesy, based on how long she has had these itemsWe do not warrant fabrics, and her chairs are still structurally sound, and have been in her home and use3d for years? After a discussion with the guest, she began to inquire about a few different chairsShe gave [redacted] a list of chairs she was interested in getting made in a dark brown leather.? [redacted] explained to her these chairs will be specially made for her, and there is a process and wait time.? The guest wanted to know the original price, the sales price, and the discounted price of 40% off each set of chairs.? She asked [redacted] to call her back once she had all the informationGuest was last spoken to on 6/13/? [redacted] has been reaching out leaving messages ever since.? She left a message on 6/14/and 6/15/18, and also called today (6/18/18)? and spoke to whom we believe is her husband, in which he stated she was travelling and he would get in contact with her to give me a call.? This has not been resolved at this time, but Arhaus;' response deadline is tomorrow, so we have provided this update
These chairs are years old and have been used during that time.? Contrary to what the customer states, Arhaus offered 40% off of the current sale price, not the original retail price, so it is in addition to, and better pricing, than what we offer daily.? Arhaus? feels that this would fairly compensate the customer especially taking into consideration the use and wear on the chairs.? Arhaus? is still willing to offer the discount, but is not willing to make any further accommodation
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me
? I am rejecting this response because: the response is not satisfactoryIt took them months to even contact me and over the time the couch has further deterioratedThey did say they would refund my money upon receipt but pending condition of the couchThey will not further clarify what that means so there is no guarantee I will receive restitutionI submit the couch is damaged which is the cause of the complaint in the first placeI would need a better assurance that they will refund my moneyThe damage to the couch is from a defect not from wear and tear, damage started months after receiving.They will also give me no warranty that if the movers do damage to my apartment that they will be responsible in a reasonable and sufficient timeframeThey are not reliable and don't want to have another issue with their company.? I feel very bullied and that they in no way stand behind their product but rather continue to take advantage of clients.thank you for your attention.? ?
Hello Bertha, Thank you for bringing this complaint to my attentionI have processes in place that attempt to resolve issues like this before they escalate but this one slipped through the cracks I did speak with MrG [redacted] and we had a very candid conversationI listened to his concern, in its entirety, did my best to explain what happened and where we are attempting to make improvements internally The process to cancel his extended services and GAP contracts have already started and should be returned back to his loan within 6-weeksThis will not come in the form of cash to the customer, but directly to his loan, therefore reducing what he owes on the loanI explained this to him as well I look forward to working with [redacted] in the futureAgain, thank you for notifying us and please let me know if there are any additional concerns on your partHappy Holidays! [redacted]
To whom it may concern,In regards to complaint ID# [redacted] We shared with [redacted] that due to her troubles we would be willing to let her return the new Honda and we would give her back her SaturnShe denied that offer and said she wanted to keep her new HondaWe told her we will give her a reimbursement for the Red Alert she agreed to add into the contract for $She agreed to that and received the reimbursement on 10/7/ [redacted] agreed that the issue was resolved on our end and that she was happy with the outcome
In resonse to complaint ID number I was able to make contact with [redacted] today and heard her complaintsThere was definitely some miscommunication when her car deal was madeIt was our understanding that [redacted] would make her next car payment on her trade which was due ten days after her purchaseWe have decided to pay off her remaining balance of $to TD FinancialTD Financial should receive the payoff amount by the middle of next week [redacted] was distraught and we apologize for any grief she subsequently experiencedWe felt that we were thorough in explaining to [redacted] that she would be responsible for making her next payment on her tradeWe have decided to give [redacted] the benefit of doubt in regards to her not fully understanding the separations of obligations as relating to this complaint
I am rejecting this response because: Of course, I am not surprised that Mr [redacted] sided with the salesman; that is his likelihoodJust to touch back on a few things, Mr [redacted] , I believe that the fluid that you mentioned that Clawson Honda topped off was probably the windshield wiper water; I checked and it was full, thank you for thatMr [redacted] , sorry if I missed other "fluid" that was topped off How petty are you to use such a broad term (fluid) and stretching the truthYou made it sounds like Clawson Honda topped off my engine oil, transmission oil, and gas tank At the least you can say is WATER rather than "fluid"The word "fluid" is broad and open to interpretation just like the word "everything" meaning "not everything as a whole", but everything else within a subgroupWater is something we gave to paying customers and even a stranger on the side of the roadAnd for the lug nut, it was returned to the front desk lady because I told her that I didn't need the lug nut and one of the problem that I bought the vehicle in was because there was a dent on one of the lug(bolt) within the front left lug groupEvidently, the mechanic couldn't find itThere are only five lugs and I am not surprised that the Clawson Honda mechanic couldn't find it; that is why the mechanic gave me a lug nut so I can replace it myselfI specifically said that it was the lug bolt not the lug nutMr [redacted] , you failed to conduct a proper investigation and obviously bias against me, the customerAs you mentioned, Mr [redacted] , the warranty doesn't cover wear and tear and I understand that; but obviously, the alignment was not wear and tear because it was covered for up to 12,miles and was not disclosed to me at allI am also would like to remind you that we are not talking about brake pads, brake rotors, tires, oil change, and suchWe are talking about the alignment that was covered for 12,miles that was not disclosed to meLet me ask you this: if I told you that everything will be coveredWould a reasonable person believe that everything means everything? Yes.My proposed solution are: refund me of my extended warranty and calculate a new payment amountFor one reason, I am still within the 36,miles and technically have not use the warranty, yetI was provided with misleading information and persuaded to believe that everything was coveredI can forget about the GAP insuranceI'm sure if Clawson Honda can sell me oxygen insurance, they probably would tooYou can put sharknado insurance on top of that as wellAt this point, I am even willing to return the vehicle back to Clawson Honda and move onMr [redacted] , I am willing to sit down with you in person and discuss a solutionI work Tuesday to Saturday, 2PM-10PMI'm off on Sunday and MondayThank you,***
Our Customer Service notes state that the? "Customer has been contacted by the technician and service has been scheduled for? Friday 9-1-The scheduled date is partly due to the technician's schedule and the Customer's vacation scheduleHe was very appreciative for being contacted so quickly."
We have taken care of the customers [redacted] as well as all the dents she was requestingWith respect to her bumper, the customer admitted to us that the damage to her bumper was caused by a previous tow, we informed the customer of the cause of her primary damage and instructed her to contact her insurance company
*** *** Arhaus' Guest Relations Manager, contacted the Customer on July 20, and left a voicemail letting them know that Arhaus will cover this repair. The Customer will be contacted directly by the Technician within the next business days who will make the necessary
repairs.
Carrie D*** our Client Services Manager had a long conversation with this client last week, and suggested she use Mohawk touch up pens to hide scratches and use leather conditioner as well. Arhaus agreed to refund her worry free warranty plan, and MsD*** apologized for
the miscommunication. The client seemed to be satisfied with our response
I am rejecting this response because:We have heavily damaged, which is unusual for a product sold at premium prices, dining set chairs due to use in a residential setting. Arhaus Furniture offered to sell us new chairs as a remedy: they offered up to 40% off retail prices, which is really no compensation as it is routinely offered to general public several times a year under the pretext of SALE. In other words, we have not been offered anything beyond what they offer during sale periods! We are looking to get a no cost-solution and yet being asked to buy new chairs! This is no remedy!
The delivery fee was refunded to the Customer's Archarge (Arhaus private-label credit card) account on 5/31/18. *** ***, the Louisville store manager, offered the customer the additional discount.
I am rejecting this response because: The company indicated they would be providing a full refund of $2,+ I am requesting restitution
for the hardship that Arhaus caused us including advertisement, failure to respond to my requests, the time I wasted on constant calls to the company, being lied to on numerous occasions again misleading me & defending the information about their table on flyers & their website, the interest I had to pay on my card due to their failure to comply with proper customer service, giving away my prior dining set having the expectations that I was getting quality furniture & having to purchase another dining set while still waiting for a resolutionI am requesting the amount promised to me in addition to $1,as restitution.
Client received delivery on 4/and the delivery driver called in to report a scratch on the side.? Client had to leave the home and was unable to speak with Customer Service at time of delivery.? Customer Service called back on 4/and left a voicemail to discuss the options of either an exchange once item was back in stock (eta early June) or whether to send a technician to attempt repair of the pieceCustomer Service called and left another voicemail to discuss options on 4/28.? Customer Service did not hear back from Client, so they set up an exchange on 5/9.? Item arrived in stock and the Client was emailed the following:? From: [redacted] Sent: Wednesday, June 28, 3:PM To: ' [redacted] Subject: CUSTOMER # [redacted] ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? CUSTOMER # [redacted] ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? Hello, ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? Please call Arhaus Concierge at your next convenience to schedule your delivery.? ? Client emailed Customer Service Rep late last week stating that she wanted 20% off to keep the piece as-is.? This discount has been approved by a Customer Service manager.? Customer Service rep, Ashley W, will reach out to the Client to process the discount.?
We apologize that this customer had to deal with so many problems? in our retrieval of the merchandise.? The customer's refund was processed yesterday, 9/28/
? I am rejecting this response because:? I did not accept an exchangeI want a complete refund
[redacted] from our Concierge department reached out to this guest on 6/12/and left a message to give her a call back.? She called the guest again on 6/13/18, and went over the options of offering her 40% off a new set of chairs [redacted] explained? to the guest that this would be Arhaus' final offer and would be void after 7/31/? The guest? said she wanted more money off of a new set of chairs, her money back, or some sort of voucher from ArhausShe asked if since we are currently offering 40% off during our sale,? what would 40% off do for her.? [redacted] explained to her that the sale going on had nothing to do with what Arhaus was offering her, and that one doesn’t have to do with the other, as they are separate issues/instances.? [redacted] explained what Arhaus is offering is as a courtesy, based on how long she has had these itemsWe do not warrant fabrics, and her chairs are still structurally sound, and have been in her home and use3d for years? After a discussion with the guest, she began to inquire about a few different chairsShe gave [redacted] a list of chairs she was interested in getting made in a dark brown leather.? [redacted] explained to her these chairs will be specially made for her, and there is a process and wait time.? The guest wanted to know the original price, the sales price, and the discounted price of 40% off each set of chairs.? She asked [redacted] to call her back once she had all the informationGuest was last spoken to on 6/13/? [redacted] has been reaching out leaving messages ever since.? She left a message on 6/14/and 6/15/18, and also called today (6/18/18)? and spoke to whom we believe is her husband, in which he stated she was travelling and he would get in contact with her to give me a call.? This has not been resolved at this time, but Arhaus;' response deadline is tomorrow, so we have provided this update
These chairs are years old and have been used during that time.? Contrary to what the customer states, Arhaus offered 40% off of the current sale price, not the original retail price, so it is in addition to, and better pricing, than what we offer daily.? Arhaus? feels that this would fairly compensate the customer especially taking into consideration the use and wear on the chairs.? Arhaus? is still willing to offer the discount, but is not willing to make any further accommodation
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me
? I am rejecting this response because: the response is not satisfactoryIt took them months to even contact me and over the time the couch has further deterioratedThey did say they would refund my money upon receipt but pending condition of the couchThey will not further clarify what that means so there is no guarantee I will receive restitutionI submit the couch is damaged which is the cause of the complaint in the first placeI would need a better assurance that they will refund my moneyThe damage to the couch is from a defect not from wear and tear, damage started months after receiving.They will also give me no warranty that if the movers do damage to my apartment that they will be responsible in a reasonable and sufficient timeframeThey are not reliable and don't want to have another issue with their company.? I feel very bullied and that they in no way stand behind their product but rather continue to take advantage of clients.thank you for your attention.? ?
Hello Bertha, Thank you for bringing this complaint to my attentionI have processes in place that attempt to resolve issues like this before they escalate but this one slipped through the cracks I did speak with MrG [redacted] and we had a very candid conversationI listened to his concern, in its entirety, did my best to explain what happened and where we are attempting to make improvements internally The process to cancel his extended services and GAP contracts have already started and should be returned back to his loan within 6-weeksThis will not come in the form of cash to the customer, but directly to his loan, therefore reducing what he owes on the loanI explained this to him as well I look forward to working with [redacted] in the futureAgain, thank you for notifying us and please let me know if there are any additional concerns on your partHappy Holidays! [redacted]
To whom it may concern,In regards to complaint ID# [redacted] We shared with [redacted] that due to her troubles we would be willing to let her return the new Honda and we would give her back her SaturnShe denied that offer and said she wanted to keep her new HondaWe told her we will give her a reimbursement for the Red Alert she agreed to add into the contract for $She agreed to that and received the reimbursement on 10/7/ [redacted] agreed that the issue was resolved on our end and that she was happy with the outcome
In resonse to complaint ID number I was able to make contact with [redacted] today and heard her complaintsThere was definitely some miscommunication when her car deal was madeIt was our understanding that [redacted] would make her next car payment on her trade which was due ten days after her purchaseWe have decided to pay off her remaining balance of $to TD FinancialTD Financial should receive the payoff amount by the middle of next week [redacted] was distraught and we apologize for any grief she subsequently experiencedWe felt that we were thorough in explaining to [redacted] that she would be responsible for making her next payment on her tradeWe have decided to give [redacted] the benefit of doubt in regards to her not fully understanding the separations of obligations as relating to this complaint
I am rejecting this response because: Of course, I am not surprised that Mr [redacted] sided with the salesman; that is his likelihoodJust to touch back on a few things, Mr [redacted] , I believe that the fluid that you mentioned that Clawson Honda topped off was probably the windshield wiper water; I checked and it was full, thank you for thatMr [redacted] , sorry if I missed other "fluid" that was topped off How petty are you to use such a broad term (fluid) and stretching the truthYou made it sounds like Clawson Honda topped off my engine oil, transmission oil, and gas tank At the least you can say is WATER rather than "fluid"The word "fluid" is broad and open to interpretation just like the word "everything" meaning "not everything as a whole", but everything else within a subgroupWater is something we gave to paying customers and even a stranger on the side of the roadAnd for the lug nut, it was returned to the front desk lady because I told her that I didn't need the lug nut and one of the problem that I bought the vehicle in was because there was a dent on one of the lug(bolt) within the front left lug groupEvidently, the mechanic couldn't find itThere are only five lugs and I am not surprised that the Clawson Honda mechanic couldn't find it; that is why the mechanic gave me a lug nut so I can replace it myselfI specifically said that it was the lug bolt not the lug nutMr [redacted] , you failed to conduct a proper investigation and obviously bias against me, the customerAs you mentioned, Mr [redacted] , the warranty doesn't cover wear and tear and I understand that; but obviously, the alignment was not wear and tear because it was covered for up to 12,miles and was not disclosed to me at allI am also would like to remind you that we are not talking about brake pads, brake rotors, tires, oil change, and suchWe are talking about the alignment that was covered for 12,miles that was not disclosed to meLet me ask you this: if I told you that everything will be coveredWould a reasonable person believe that everything means everything? Yes.My proposed solution are: refund me of my extended warranty and calculate a new payment amountFor one reason, I am still within the 36,miles and technically have not use the warranty, yetI was provided with misleading information and persuaded to believe that everything was coveredI can forget about the GAP insuranceI'm sure if Clawson Honda can sell me oxygen insurance, they probably would tooYou can put sharknado insurance on top of that as wellAt this point, I am even willing to return the vehicle back to Clawson Honda and move onMr [redacted] , I am willing to sit down with you in person and discuss a solutionI work Tuesday to Saturday, 2PM-10PMI'm off on Sunday and MondayThank you,***
Our Customer Service notes state that the? "Customer has been contacted by the technician and service has been scheduled for? Friday 9-1-The scheduled date is partly due to the technician's schedule and the Customer's vacation scheduleHe was very appreciative for being contacted so quickly."
We have taken care of the customers [redacted] as well as all the dents she was requestingWith respect to her bumper, the customer admitted to us that the damage to her bumper was caused by a previous tow, we informed the customer of the cause of her primary damage and instructed her to contact her insurance company
Arhaus sent out a technician to the Customer's home on 4/21/17. The chair was assembled correctly and the problem fixed
*** *** Arhaus' Guest Relations Manager, contacted the Customer on July 20, and left a voicemail letting them know that Arhaus will cover this repair. The Customer will be contacted directly by the Technician within the next business days who will make the necessary
repairs.
Carrie D*** our Client Services Manager had a long conversation with this client last week, and suggested she use Mohawk touch up pens to hide scratches and use leather conditioner as well. Arhaus agreed to refund her worry free warranty plan, and MsD*** apologized for
the miscommunication. The client seemed to be satisfied with our response
I am rejecting this response because:We have heavily damaged, which is unusual for a product sold at premium prices, dining set chairs due to use in a residential setting. Arhaus Furniture offered to sell us new chairs as a remedy: they offered up to 40% off retail prices, which is really no compensation as it is routinely offered to general public several times a year under the pretext of SALE. In other words, we have not been offered anything beyond what they offer during sale periods! We are looking to get a no cost-solution and yet being asked to buy new chairs! This is no remedy!
The delivery fee was refunded to the Customer's Archarge (Arhaus private-label credit card) account on 5/31/18. *** ***, the Louisville store manager, offered the customer the additional discount.
I am rejecting this response because: The company indicated they would be providing a full refund of $2,+ I am requesting restitution
for the hardship that Arhaus caused us including advertisement, failure to respond to my requests, the time I wasted on constant calls to the company, being lied to on numerous occasions again misleading me & defending the information about their table on flyers & their website, the interest I had to pay on my card due to their failure to comply with proper customer service, giving away my prior dining set having the expectations that I was getting quality furniture & having to purchase another dining set while still waiting for a resolutionI am requesting the amount promised to me in addition to $1,as restitution.
The Customer's requested refund had been processed