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*** 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 *** in the futureAgain, thank you for notifying us and please let me know if there are any additional concerns on your partHappy Holidays! *** ***
I am rejecting this response because:
Their response of "we will handle this immediately" is vague and doesn't explain any solutionClawson has to be more specific on how they'll handle it instead of sending a statement like thatIt makes me feel like
it has to be on their terms instead of caring for the customer's needsI'm pretty sure that they have my contact number but if it' otherwise they could contact me at ###-###-#### but Bertha, you have been really good in assisting me and I thank you for thatBut let Clawson know I am not satisfied with their response as of this moment but could change depending on how Clawson responds backAll I want is to cancel the first automotive warranty and their gap insurance and have my written notice to cancel both within days as stated by California AB
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.
The customer paid $1,for the chair. And although an error was made when entering the customer's order, the customer has already been given a refund. Her delivery fee of $was credited back to her yesterday (11/28/16). As an additional accommodation, Arhaus is willing
credit her an additional $369. If that is acceptable to the customer, we will process the credit immediately. (the total of the two credits would be $528.43)
The chairs purchased by the Customer were bought over years ago. At the time of the Customer's purchase, and as is the case today, fabric, leather, and material are not warranted by Arhaus. This is because these items are susceptible fading, discoloration, scratching, peeling,
and customer use (and potential abuse), and overall wear and tear. Although not warranted, Arhaus is willing to make an accommodation to the Customer and offer $per chair, or $
Unfortunately, the table finish originally ordered by the Customer has been discontinued, so the customer is being offered the following options - a replacement Kensington table in a finish Arhaus currently carries; a reselect of the Customer's choosing; or potentially a cash settlement.
The matter is currently being worked on with the Customer by our Concierge department and our Worry Free warranty partner. Although not yet resolved, Arhaus wanted to timely respond to the complaint and will supplement its response upon resolution.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meI sincerely appreciate that this is the first true explanation of why I have not received my furnitureI appreciate that you have waived my delivery and the 5% discountPlease apply directly to my Arhaus credit card. I at least now have a date in mind of October 24thI'm not sure why the store could not have been this helpful. *** ***
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."
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: *** *** Sent: Wednesday, June 28, 3:PM To: '*** Subject: CUSTOMER # *** CUSTOMER # *** 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/
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
To whom it may concern,In regards to complaint ID# ***We shared with *** 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/*** agreed that the issue was resolved on our end and that she was happy with the outcome
In regards to Revdex.com complaint number, I was able to make contact with Mr*** *** this afternoon at 12:pm Customer explained that he was upset because he was told by our service department that he was responsible to pay for wear and tear itemsHe was under the impression
that when he purchased a new vehicle “everything” would be covered, including wear and tear itemsI conveyed to Mr*** that we would not be refunding his service chargeHe did admit that a maintenance package was presented to him in financeI pointed out that we offer these protection packages, for a fee, because the initial factory warranties do not cover wear and tear itemsHe declined to pay for this package in financeAt the time of his most recent visit, our service department, as a courtesy, provided a free multi-point inspection and topped off his fluid levelsWe also, free of charge, provided a new lug nut to vehicle’s front left wheelThe customer didn’t like my decision to not reimburse him for his tire rotation and alignmentHe commented several times that our dealership is stereotypical of the way most dealerships operateHe also accused our salesman of lying about what the factory warranty coversOur dealership does not make assertions as to coverage of factory or aftermarket service agreements
I am rejecting this response because:
Of course, I am not surprised that Mr*** sided with the salesman; that is his likelihoodJust to touch back on a few things, Mr***, 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***, 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***, you failed to conduct a proper investigation and obviously bias against me, the customer. As you mentioned, Mr***, 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 me. Let 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 well. At this point, I am even willing to return the vehicle back to Clawson Honda and move on. Mr***, 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 Monday. Thank you,***
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*** 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 *** in the futureAgain, thank you for notifying us and please let me know if there are any additional concerns on your partHappy Holidays! *** ***
I am rejecting this response because:
Their response of "we will handle this immediately" is vague and doesn't explain any solutionClawson has to be more specific on how they'll handle it instead of sending a statement like thatIt makes me feel like
it has to be on their terms instead of caring for the customer's needsI'm pretty sure that they have my contact number but if it' otherwise they could contact me at ###-###-#### but Bertha, you have been really good in assisting me and I thank you for thatBut let Clawson know I am not satisfied with their response as of this moment but could change depending on how Clawson responds backAll I want is to cancel the first automotive warranty and their gap insurance and have my written notice to cancel both within days as stated by California AB
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.
As agreed with the Customer, the table and chairs were picked up on 2/15/and a refund of $1,has been processed on the customer's Discover card
The customer paid $1,for the chair. And although an error was made when entering the customer's order, the customer has already been given a refund. Her delivery fee of $was credited back to her yesterday (11/28/16). As an additional accommodation, Arhaus is willing
credit her an additional $369. If that is acceptable to the customer, we will process the credit immediately. (the total of the two credits would be $528.43)
The chairs purchased by the Customer were bought over years ago. At the time of the Customer's purchase, and as is the case today, fabric, leather, and material are not warranted by Arhaus. This is because these items are susceptible fading, discoloration, scratching, peeling,
and customer use (and potential abuse), and overall wear and tear. Although not warranted, Arhaus is willing to make an accommodation to the Customer and offer $per chair, or $
Unfortunately, the table finish originally ordered by the Customer has been discontinued, so the customer is being offered the following options - a replacement Kensington table in a finish Arhaus currently carries; a reselect of the Customer's choosing; or potentially a cash settlement.
The matter is currently being worked on with the Customer by our Concierge department and our Worry Free warranty partner. Although not yet resolved, Arhaus wanted to timely respond to the complaint and will supplement its response upon resolution.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meI sincerely appreciate that this is the first true explanation of why I have not received my furnitureI appreciate that you have waived my delivery and the 5% discountPlease apply directly to my Arhaus credit card. I at least now have a date in mind of October 24thI'm not sure why the store could not have been this helpful. *** ***
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."
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: *** *** Sent: Wednesday, June 28, 3:PM To: '*** Subject: CUSTOMER # *** CUSTOMER # *** 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/
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
To whom it may concern,In regards to complaint ID# ***We shared with *** 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/*** agreed that the issue was resolved on our end and that she was happy with the outcome
A new Gift Card has been issued and is being sent today to the Customer at the address in the Revdex.com complaint
In regards to Revdex.com complaint number, I was able to make contact with Mr*** *** this afternoon at 12:pm Customer explained that he was upset because he was told by our service department that he was responsible to pay for wear and tear itemsHe was under the impression
that when he purchased a new vehicle “everything” would be covered, including wear and tear itemsI conveyed to Mr*** that we would not be refunding his service chargeHe did admit that a maintenance package was presented to him in financeI pointed out that we offer these protection packages, for a fee, because the initial factory warranties do not cover wear and tear itemsHe declined to pay for this package in financeAt the time of his most recent visit, our service department, as a courtesy, provided a free multi-point inspection and topped off his fluid levelsWe also, free of charge, provided a new lug nut to vehicle’s front left wheelThe customer didn’t like my decision to not reimburse him for his tire rotation and alignmentHe commented several times that our dealership is stereotypical of the way most dealerships operateHe also accused our salesman of lying about what the factory warranty coversOur dealership does not make assertions as to coverage of factory or aftermarket service agreements
I am rejecting this response because:
Of course, I am not surprised that Mr*** sided with the salesman; that is his likelihoodJust to touch back on a few things, Mr***, 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***, 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***, you failed to conduct a proper investigation and obviously bias against me, the customer. As you mentioned, Mr***, 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 me. Let 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 well. At this point, I am even willing to return the vehicle back to Clawson Honda and move on. Mr***, 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 Monday. Thank you,***