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Blackberry Patchworks, ltd.

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Reviews Blackberry Patchworks, ltd.

Blackberry Patchworks, ltd. Reviews (1)

Initial Business Response /* (1000, 13, 2015/10/01) */
Contact Name and Title: David *** VP of Operati
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@hotmail.com
Mrs *** began calling me when she was rejected by a third party product protection company *** *** *** I told her
during our phone conversations that I would do everything I could to help herHe claim was rejected by *** *** *** due to abuseI tried different times to talk with different executives from *** to help Mrs *** Two of the times I was told that *** was waiting for a return phone call from herMrs *** then began to call me almost everyday and each time I would tell her to please call *** because there was nothing I could do until she talked with them
Her complaint should be filed with *** *** *** *** and not with meAll warranties with products are between the consumer and the manufacturerAs a family owned store I always try and help as much as I can, but with her demands and constant calling it was hard to keep upI understand her frustration, but it was deemed that the stains that were on the mattress were from multiple times and in multiple areas and were of foreign substance that was not coveredBelow is the letter that *** sent herI also have photos of the mattress that are in question
06/30/
*** ***
*** W *** ***
Springfield, MO
Dear *** ***:
Following a thorough review of your claim, we regret to inform you that we are unable to service the
reported problem for the following reason:
The information provided to us indicates that your Covered Product has a level of soiling or damage that is
not a result of accidental damage or handling, but rather is at a level that has built up over timeThe terms
and conditions of your protection plan exclude this type of problem
Please refer to your protection plan Agreement terms and conditions for additional information on the
coverage and exclusions of your plan
If you have any questions about this decision, please contact the service center at the number listed below
Please have the Claim ID listed below available for referenceWe can also provide you with a referral to a
professional service technician in your area who may be able to assist you with correcting this problem
Sincerely,
Customer Service Center
X-XXX-XXX-XXXX
Claim ID: CBXXXXXXX
Customer Service Center *** *** *** *** *** Milbank, SD
I always hate to see a customer angry and I spent over hours calling people and trying to get her helpI experienced her frustrations on many occasions and I feel terrible that I can't help herThe last thing I want to to lose her as a customer, but I am sure that decision has already been madeAny other furniture company would have simply told her sorry, but I fought for her and I called on her behalf times
Initial Consumer Rebuttal /* (3000, 15, 2015/10/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I feel like the entire issue has been pushed under the rug because as I stated earlier I would have not purchased the bed if he told me that it would not have been covered with the mattress protectorBefore I purchased the mattress, David informed me that with the protector they would replace the mattress and he's never had an issue with the company beforeThis is why I feel like I was mislead that he should have not guaranteed me this information before I purchased itAlso during the conversations he told he would get this fixed as he GUARANTEEDIf he was not sure he could do it then it should have never been said soAlthough he did state and sounded very professional to me over the phone that he would get it fixed behind close doors when he didn't realize I was still on the phone line he talked incredibly negative and unprofessional to another employee about meNo where do I see that he has addressed his unprofessionalism because I called the business multiple timesI'm sure it could be annoying, however he should look at it from my perspective that I specifically asked about the protector, paid about $1,for the bed and now I have horrible stains that should have been protectedAs far as the mattress company it should not be their responsibility if the company guaranteed me the bed would be replaced and David specifically stating he would get it fixedI find it hard to believe that he could not get in touch with his "guy" at the MFS company when he has never had an issue with them before as he stated when I purchased the mattressThere should be no reason for this company to ignore my calls and avoid the issue for so many monthsI feel as a customer that has done business with this company many years and referred multiple people to his establishment, has lied to me and treated me very unprofessional because he didn't want to deal with the situationI do not accept their response because they should be responsible for replacing my bed due to the promises made before I purchased it
Final Business Response /* (4000, 17, 2015/10/19) */
As I stated previously the protection plan in question in through a 3rd partyI have no direc
t control over if a customer gets approved or notAfter Mrs *** was rejected I told her I would do everything in my power to try and get it approvedI have forwarded an email with pictures and all the extra information that *** *** *** sent to me
If she puts the new mattress pad on that was provided it should be a fully functional bed with some stains on itIt in now way should affect the way the memory foam works
I feel bad about the situation, but I have no control over a customer not following the rules with a Protection Plan companyI ended up talking with the President of the company about this and he said the denial was finalI have never had a customer get a second tech to come out for an opinionThere were people who went to look at the mattress and the second time she didn't allow the tech to try and clean itOnly to take photos
If there this anything else please let me know, I can provide you the information
Here is the full log and photos of the bedI called times to try and help her
Final Consumer Response /* (4200, 19, 2015/10/30) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This still does not resolve my problem nor does this resolve my issue on how you (Hometown Furniture) has treated me as repeat customerYes David said he would do everything he could to help me and yet when I tried to reach out to him I was able to hear him talk very rude about me as a customer to his employeeNo where in this report do I see it addressed or an apology on how he treated me as a customer and the way he pretended to be so helpful yet later on in the week he was very rude and inappropriateI did put the mattress protector on correctly as HE told me to do which was to keep it on and not take it off and if it occurred any stains that it would be replacedOnce again I would have never purchased the bed if he did not guarantee me that informationHe knew I was concerned about it before I purchased it and that is why I proceeded with the sale because of the information he provided me which was incorrect! I never refused any tech to not clean my bed, the first tech said they could not clean it because it was a memory foam and that it would cause more damageWhen the second tech came out I relayed the information as customer service informed me to from the previous techThis information that he is stating in this post is incorrect because the documentation from the company can be obtained which I spoke with both techs and both could only take picturesOnce again my main concern is with this company taking advantage of people like me on a limited budget wanting a quality bed but ending up empty promises and a very bad taste in my mouth from the hurtful and rude words he spoke about me in an unprofessional manner

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