Big Sandy Superstore

The General Manager has contacted Ms [redacted] and scheduled a new delivery for herShe was also extended a gift card for her trouble

Notes from our Store Operations Manager in Dublin:I spoke with Mr.? [redacted] The part is supposed to be in on the 15th and he said he was aware that.? I also asked him about the delivery of the dining room set he purchased with the credit for the sofa that took place on the 3rd and he said everything was good with that delivery also

[redacted] has an exchange in our systemThe replacement refrigerator is on backorder until July 13.Dan E [redacted] Big Sandy Superstore

This matter is resolvedMr [redacted] agreed to a refund of $650, plus a gift card for $

I spoke to MrC***, our Customer Service Director and he confirmed what Ms [redacted] ? mentionsIt is apparent that her dog sits on the back cushions of the sofa (clearly evident from the attached photos)The unusual use of the cushions in this way appears to be what is causing the seat cushions to slide forward, which I'm told is what Ms [redacted] is complaining about with the sofaMs [redacted] does have a one-time pet forgiveness policy, included within our Total Care programThat covers stains from urine, etcand includes clawing or bite marksEven though it doesn't include this type of usage issues, MrC [redacted] offered to replace the cushion cores and re-stuff the back cushions, as a courtesyMrC [redacted] was given the impression that did not like thatIf she would like us to provide that courtesy, we will stand behind it, just as we stand behind the manufacturer's warranty and our Total Care coverageUnfortunately, there is no manufacturer defect involved with this situation

The extended warranty company has authorized us to exchange Mr [redacted] ' sectionalHe should have been contacted to arrange his re-selection

According to [redacted] director of stores, he was not rude to Mr***He was very matter of fact, as he was explaining our policy regarding the situationPerhaps that was perceived as rude by Mr***Mr [redacted] also says he did not make any statement about the Revdex.com or Attorney General not being "able to do anything about" the situationMr [redacted] brought up contacting and attorney and Mr [redacted] mentioned that he should be sure to share his copy of his invoice with his attorney, so they could see our policy concerning a restocking fee on any return past days from receipt of the productMr [redacted] is welcome to pick up the product that he returned, or pay a 10% restocking fee, as is our policy, in order to receive the balance of his refund

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below The writer for Big Sandy mentions options at the end of his letter IF the 3rd option is to return the sofa, I will accept that offer I'm not completely certain what the options are as only #and #are listed specifically I do not think we should have to incur a 20% restocking fee as it is a merchandise defect not just that I decided I didn't like the couch Please let us know what option #is and I can make a decision Regards, [redacted] ***

We are making arrangements to refund Mr. ***'s purchase.

Our team has reached out to Mr. [redacted] and scheduled an appointment for tomorrow.

In regards to this matter I purchased the additional insurance for this piece of furniture it indicates that after repairs or service calls the manufacturer can authorize a exchange the timeline once again started in May with a replacement for a cover after months the cover had to be replaced yet again at this time it was brought to the attention of the technician that a cushion was defective at which time he states that it was wear and tear although the other cushions did not look as such after a supervisor visited to assess the problems it was agreed that indeed that it was defective and a new one was ordered in addition to a chaise cushion core now there are cushions on this couch with numerous calls stating that one is on backorder I paid for a cushion to place where the chaise is but was told I only paid for a core one cushion has yet to be replaced and again numerous back and forth calls as to where the parts are botton line is that if the cushions are replaced they need to be all replaced otherwise the uneven wear can not be unexpected the cover has yet another defect that will need to be replaced again brought to their attention on a previous visit but they continue to say that these parts are my responsibility or not covered I will fax a copy of the original insurance and coverage.I do not expect a refund for this but an equivelent exchange would be a resolution to the problem,start fresh sort of concept thank you so much look forward to your response [redacted] ***

[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 [redacted] and find that this resolution is satisfactory to me Regards, [redacted] ***

I have read the compliant, and I do agree that they have been to the house numerous times since my purchase but no one has ever offered me an exchange beforeI see where I would have to pay the 10percent restocking fee, which I disagree with because it’s not my fault that I got bad furnitureHow does the restocking fee work, would I have to pay that up front, added to my bill or what? Are they saying that I can return all my furniture for something new or just my recliners? Since they have never contacted me to offer this I am unsure what this deal entailsI do appreciate the speedy reply, and I don’t mean to sound rude or cause problems,? but money is hard to come by for me and when I purchase something I am in hopes that it will last a long timeThe last furniture that I purchased from Big Sandy Furniture was great, I didn’t have issues til way late in the purchaseI just felt that I shouldn’t be having issues with my purchase from month to month.Sincerely, [redacted] 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.? Regards, [redacted]

I have reached out to our Mattress Merchandiser, as well as the company that is to fulfill the Cruise promotionI will have a solid answer for Ms [redacted] ? on MondayI apologize for the delay and what probably seems as the "run around"I understand the frustration as well as her patience

I was contacted tonight by the business. Kindest Regards, [redacted] 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. Regards, [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , 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, [redacted] my sofa and love seat was purchased under my moms name [redacted] ?

Ms [redacted] would not allow us to attempt to deliver an acceptable sofaShe did accept the gift card offered

[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 [redacted] , and find that this resolution is satisfactory to me Big Sandy refunded my money after contacting the attorney generals office Regards, [redacted] ***

[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 [redacted] , and find that this resolution is satisfactory to me Regards, [redacted]

Ms [redacted] has agreed to allow one of our Supervisory Technicians, Bill B***, come to her home to make the necessary repairsThat appointment is scheduled for February