Big Sandy Superstore

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it
If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.]
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.
Regards,
*** ***

I can assure Ms*** that we do not purchase "seconds"The seam separation is a manufacturer's defect and we will replace those cushion covers/fabric, as needed, per the manufacturer's warrantyIn regards to the cushions that are out-of-line, appear higher than others, etc., there does not seem to be a manufacturer's defect with thoseWith an unattached seat cushion, the cushions will move about (forward, top-to-bottom) and will need straightened occasionallyAttached cushions are less likely to appear less uniformThese cushions are not attached cushionsIn addition, the serpentine shape of the front rail makes the movement appear more dramatic at timesAs I mentioned, this is not a manufacturer's defectIn fact, Ms*** photo that she took from our showroom demonstrates the very same issueThat would emphasize that this is normalIt results from someone sitting on the sofaWhen they get up, the cushions may need a little straightening

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
*** *** Although I have received a phone call, I was given no date or plan to actually fix my furniture

Ms*** accepted a discount and service on the current issue.Our service team will be contacting her tomorrow to schedule

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.
Regards,
*** ***

Our technician made the complimentary inspection yesterday for Ms***She did not want to pay for the repairAccording to the tech, Ms*** was going to reach out to *** about the matter, trying to get the repair covered

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
*** ***

Our Director of Stores, Brian C*** is going to reach out to Ms*** personally about this matter

While we apologize for the inconvenience, Ms***'s request for "half off" is not reasonableWe made a mistakeA wedge was mislabeled by our warehouseWe corrected that matter as quickly and efficiently as we couldHer delivery is now complete, including her two end tables

Here are the notes from our Store Operations Manager in ***:They have a table that was approved through the manufacturer for an exchange for the finish peeling off on 5-We keyed up the exchange and let her know we have to order it because it isn't a stock pieceWe let her know it would take
to weeks to come inI just pulled up the order and looks like the PO is coming much sooner and is already showing for 5-I'll ask buyers to confirm that's a good date and let the customer know

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it If you and the business have
reached an agreement and compliance is set for a future date, we trust the business will comply Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.]
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 as long as the correct couch is delivered within the next business days
Regards,
*** ***

RevDex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.The company had no concern for our furniture, nor did they do a good job communicating the status of the order to usI took time away from my work and family to handle this ordeal, costing me money essentiallyI don't need 50% off, but a percentage of the order should be discounted for experiencing this type of customer service
Regards,
*** ***

Ms*** has been taken care ofShe received a 10% discount to keep the sofa as it is

Our course of action will be dependent on the upcoming scheduled inspection by our technicianIf the mattress is still stained (as it was on the first visit), the manufacturer's warranty will be void, per their warranty guidelinesOnce we complete the next inspection, we can better define what we can or cannot do, based on the manufacturer's warranty

Our customer service team was attempting to call Ms*** the first week of July, to no avail, with no voicemail availableOnce we could not reach her via phone, we reached out via emailMs*** replied via email on the 21stWe are working on a resolution for her today, including looking
into the possibility, if we can get some cooperation from the manufacturer, of being able to exchange the productI am in hopes of being able to report back with the resolution, no later than tomorrow

We have continued to provide repair service to Ms***, according to the product's warrantyMs*** is refusing to allow us to service the product

Our customer service team was attempting to call Ms*** the first week of July, to no avail, with no voicemail availableOnce we could not reach her via phone, we reached out via emailMs*** replied via email on the 21stWe are working on a resolution for her today, including looking
into the possibility, if we can get some cooperation from the manufacturer, of being able to exchange the productI am in hopes of being able to report back with the resolution, no later than tomorrow

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending
it If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.]
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.
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below. I do not agreeI remember clearly what I was toldWhy would I make it up? I'm not aware of any offers given for over a decade; the store wad new to the area at the timeAnd, unfortunately for me, the only person that could corroborate my story is not with usI was not given the enclosed paperwork at the time of sale or this wouldn't be an issueIt was a verbal offer.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
Sorry that is a lieThey called us and said they did not have the part yet again and had to reschedule until the 14thI still dont want this case closedSince our compliant they have rescheduled our service call now three timesEvery time they set an appointment they cancel stating they dont have the partThe same thing they did on our couchthey dont have the part because they dont make the love seat anymorethis is the last time I will try after the 14th I want my money backthis is crazy
Regards,
*** ***