Arhaus did not state that it would refund the customer "pending the condition of the couch." Arhaus will credit the refund upon receipt of the couch. Additionally, Arhaus cannot warrant or guarantee that its delivery personnel will not damage her home. If they do however, Arhaus will address the damage, if and/or when it occurs.
A Manager from our Concierge Department, Carrie D, contacted the Customer today to attempt to resolve the complaint. The Customer was agreeable to having Arhaus re-make the piece. Additionally, it was agreed that a Manager would work with the Customer going forward. The
Customer is satisfied with the resolution at this time
The order was canceled on 6/11/18. Arhaus has contacted its private label credit card provider (*** Bank) to waive/remove any late fees or charges from the Customer's account
In checking with our Concierge department, they report that we tried to reach out to the customer times with no return contact. We called both numbers on file and left messages. After finally speaking to the customer on 5/3/17, we are waiting the photos
Our Customer Service Department sent the Customer an audit of her account. The store made an error when they credited the account - it was debited back because she was not owed that refund. A balance that was on the canceled items went to an order that had a open balance for a
bed. The store manager spoke with her and explained the situation. The Customer verified that she did keep the StLucia bed. It is our understanding that this Customer's issues are resolved and no further adjustments to her account should be necessary
We have taken care of the customers *** 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
In our final response to complaint ID number 12890336, we close our thoughtful consideration by siding with both our sales representative and store policy and proceduresA new vehicle’s limited warranty excludes wear and tear items such as brake pads, periodic tire rotations, scheduled oil changes, air filters, wear and tear on usage of tires, etc Our sales staff are properly trained in accurately representing limited factory warranties, as well as after-market service agreementsWhen signing the necessary documents in our finance department, this consumer would have been offered the opportunity to prepay for ensuing oil changes and tire rotationsThere is no employee of Clawson Honda that would make such outlandish, express promises concerning our manufacturer’s new vehicle limited warrantyUnless Mr*** can provide a signed document by Clawson Honda backing his claims, there’s not much more we can doMr*** has been given a new vehicle manufacturer’s limited warranty booklet and also a copy of his extended service agreementIf he has any additional questions regarding his coverage he can refer to these materials. *** ***Relationship Development Director Clawson Honda
Our Concierge department contacted the Customer on 9/6/17. We have requested that our hub delivery team pithe Customer's merchandise ASAP. We also asked them to contact the Concierge department once they are in the Customer's home so the refund can be processed at that
time.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.I have contacted the store manager per the instructions provided via email from *** *** and am waiting to hear back from the manager regarding an appointment time to order replacement sofa. Thank you for your help with this matter. Kindest regards,*** *
Initial Business Response /* (1000, 12, 2016/05/31) */
We have attempted to contact Mr*** multiple times to resolve his concernsHe has not, to this point, responded to our attempts to make contactWe believe he may have provided an incorrect or changed phone number
Initial Consumer
Rebuttal /* (3000, 15, 2016/05/31) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I received a call from a representative, *** on 5/and advised to text me as my work schedule was a late scheduleHe texted back saying he would contact the next day but never heard back from him after that day
Final Business Response /* (4000, 17, 2016/06/08) */
We are attempting to reach out to Mr*** again to resolve the situation
Final Consumer Response /* (2000, 19, 2016/06/09) */
(The consumer indicated he/she ACCEPTED the response from the business.)
*** reached out to me apologized for the delay and went above and beyond to ensure I was satisfied with the resultsThank you
I am rejecting this response because: at 5:last night I received a voice message from "Dale" saying he was returning my call and they are refunding the shipping I wasn't even expecting a call from "Dale" except for a couple months ago See how they treat their customers It's always after the face and much stress on the customers side. I stick with the total $ If nothing can be done regarding this, I will continue on to a tv station
Our Concierge Manager reached out to the Customer and acknowledged and agreed that the gapping complained of is excessive. This is not characteristic of this collection or the manufacturer. Per the Customer's request, we have entered a return order for the sectional. Our shipper
will contact the customer once they receive the return order paperwork to schedule a pickup date with the Customer. The purchase will be refunded to the Customer's original form of paymentAll restocking fees have been waived. The following alternatives were also offered: If the Customer would consider keeping the sectional as-is, Arhaus will offer a 30% discount ($+ tax). Additionally, Arhaus offered a reselect to a different frame style and the full credit from the original purchase can be transferred to new items. We are awaiting confirmation from the Customer if they are interested in either the discount or reselect options.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 12501208, and find that this resolution is satisfactory to me
I am rejecting this response because:I received an estimate which indicates the repairs will cost nearly $per chair. As I need to have all chairs repaired, total cost amount is $1108. The offer by Arhaus is appreciated but not enough to cover the repair costs. I will be happy with a payment of $per chair.Please see attachments, one of which is a copy of the estimate and the other one indicates the damage through routine residential use
Arhaus did not state that it would refund the customer "pending the condition of the couch." Arhaus will credit the refund upon receipt of the couch. Additionally, Arhaus cannot warrant or guarantee that its delivery personnel will not damage her home. If they do however, Arhaus will address the damage, if and/or when it occurs.
This was resolved, the account was brought current on November 3,
A Manager from our Concierge Department, Carrie D, contacted the Customer today to attempt to resolve the complaint. The Customer was agreeable to having Arhaus re-make the piece. Additionally, it was agreed that a Manager would work with the Customer going forward. The
Customer is satisfied with the resolution at this time
The order was canceled on 6/11/18. Arhaus has contacted its private label credit card provider (*** Bank) to waive/remove any late fees or charges from the Customer's account
In checking with our Concierge department, they report that we tried to reach out to the customer times with no return contact. We called both numbers on file and left messages. After finally speaking to the customer on 5/3/17, we are waiting the photos
Our Customer Service Department sent the Customer an audit of her account. The store made an error when they credited the account - it was debited back because she was not owed that refund. A balance that was on the canceled items went to an order that had a open balance for a
bed. The store manager spoke with her and explained the situation. The Customer verified that she did keep the StLucia bed. It is our understanding that this Customer's issues are resolved and no further adjustments to her account should be necessary
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
We have taken care of the customers *** 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
In our final response to complaint ID number 12890336, we close our thoughtful consideration by siding with both our sales representative and store policy and proceduresA new vehicle’s limited warranty excludes wear and tear items such as brake pads, periodic tire rotations, scheduled oil changes, air filters, wear and tear on usage of tires, etc Our sales staff are properly trained in accurately representing limited factory warranties, as well as after-market service agreementsWhen signing the necessary documents in our finance department, this consumer would have been offered the opportunity to prepay for ensuing oil changes and tire rotationsThere is no employee of Clawson Honda that would make such outlandish, express promises concerning our manufacturer’s new vehicle limited warrantyUnless Mr*** can provide a signed document by Clawson Honda backing his claims, there’s not much more we can doMr*** has been given a new vehicle manufacturer’s limited warranty booklet and also a copy of his extended service agreementIf he has any additional questions regarding his coverage he can refer to these materials. *** ***Relationship Development Director Clawson Honda
The return was processed on 11/and money refunded back to the Customer's Visa on the same day
The Customer has been offered an opportunity to re-select merchandise
Our Concierge department contacted the Customer on 9/6/17. We have requested that our hub delivery team pithe Customer's merchandise ASAP. We also asked them to contact the Concierge department once they are in the Customer's home so the refund can be processed at that
time.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.I have contacted the store manager per the instructions provided via email from *** *** and am waiting to hear back from the manager regarding an appointment time to order replacement sofa. Thank you for your help with this matter. Kindest regards,*** *
Initial Business Response /* (1000, 12, 2016/05/31) */
We have attempted to contact Mr*** multiple times to resolve his concernsHe has not, to this point, responded to our attempts to make contactWe believe he may have provided an incorrect or changed phone number
Initial Consumer
Rebuttal /* (3000, 15, 2016/05/31) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I received a call from a representative, *** on 5/and advised to text me as my work schedule was a late scheduleHe texted back saying he would contact the next day but never heard back from him after that day
Final Business Response /* (4000, 17, 2016/06/08) */
We are attempting to reach out to Mr*** again to resolve the situation
Final Consumer Response /* (2000, 19, 2016/06/09) */
(The consumer indicated he/she ACCEPTED the response from the business.)
*** reached out to me apologized for the delay and went above and beyond to ensure I was satisfied with the resultsThank you
I am rejecting this response because: at 5:last night I received a voice message from "Dale" saying he was returning my call and they are refunding the shipping I wasn't even expecting a call from "Dale" except for a couple months ago See how they treat their customers It's always after the face and much stress on the customers side. I stick with the total $ If nothing can be done regarding this, I will continue on to a tv station
I am rejecting this response because: I did not accept an exchangeI want a complete refund
Our Concierge Manager reached out to the Customer and acknowledged and agreed that the gapping complained of is excessive. This is not characteristic of this collection or the manufacturer. Per the Customer's request, we have entered a return order for the sectional. Our shipper
will contact the customer once they receive the return order paperwork to schedule a pickup date with the Customer. The purchase will be refunded to the Customer's original form of paymentAll restocking fees have been waived. The following alternatives were also offered: If the Customer would consider keeping the sectional as-is, Arhaus will offer a 30% discount ($+ tax). Additionally, Arhaus offered a reselect to a different frame style and the full credit from the original purchase can be transferred to new items. We are awaiting confirmation from the Customer if they are interested in either the discount or reselect options.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 12501208, and find that this resolution is satisfactory to me
Comenity Bank (Arhaus' private credit card company) has agreed to remove 1/of the fees - $
I am rejecting this response because:I received an estimate which indicates the repairs will cost nearly $per chair. As I need to have all chairs repaired, total cost amount is $1108. The offer by Arhaus is appreciated but not enough to cover the repair costs. I will be happy with a payment of $per chair.Please see attachments, one of which is a copy of the estimate and the other one indicates the damage through routine residential use