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On January 5th I had received this complaint via emailWhen I opened the complaint and read it, I immediately contacted all of our current locations to ask which location this customer may have purchased it from, so I can respond accordinglyHowever this customer was not our direct customer, she was infact the customer of a location which we have recently sold, W North AveThe store front still has our name, but in the process of being updated with the new owners business nameI did however wanted to help out in this case because of the fact that the customer purchased it under the impression that she purchased it through our company and our main priority is customer satisfactionAlso because of the fact that I had realized that it was also probably unknown to the new owner as to the procedure with warranty.I contacted the store located on 35th and North Ave to find out as to what had occurred with Ms [redacted] I was informed that on November 12th Ms [redacted] had made a purchase for a dining room table and four chairs, in which she paid in fullHer table was ordered, when it arrived she was scheduled and delivered on November 20th When the employee of the store assembled the table at Ms [redacted] s residence there was a small defect on the edge of the tableIn which Ms [redacted] stated she wanted a new tableThe store stated they picked up the table and ordered her a new oneWhen the new one was delivered Ms [redacted] stated that there was a defect in the same area as the table beforeSince the employee wasn’t aware of the warranty and the procedure to process it, she stated that they can repair it for her if she likesMs [redacted] then had said that she will keep the table if they can give her back some of her moneyThe store and Ms [redacted] agreed that they will return her $for the inconvenience, and that when Ms [redacted] came in to receive the partial refund she will need to sign a receipt stating their agreementHowever the store states that they later received a call from the customer stating that her daughter had contacted the Revdex.com and Fox in regards to the complaintThe store then stated that their previous agreement had been voidThe customers daughter then stated that she will remove her complaint if the store will refund them $instead of $The store refusedAfter the store informed of this situation, I informed them that the customer does have a year warranty and therefore is entitled to a new table through the manufacturer, there are procedures and it does take time but it is something that the customer is entitled toThey then stated they were not aware of it since this was their first scenarioI then told them I will contact Ms [redacted] to resolve the situationI then called Ms [redacted] and introduced myself, and explained to her the fact that the store was under new ownership and were not aware of the steps to take to satisfy her needsHowever I will gladly take care of her warranty issue with the store and manufacturerShe then informed me that she was not interested in keeping the table because she had bought a new oneI told her that I will speak to the new owner in regards to refunding her money after picking up the merchandise from her residenceI called the store and explained to them my conversation with Ms [redacted] and that I recommend them to pick up the merchandise and give her a full refund, after all Ms [redacted] s satisfaction is main priority and she was not at fault for the experience she receivedThey immediately were in agreement and stated they will call her to schedule the pick up of her furniture and then she can come in store and receive refund to her card with which it was purchasedI followed up with the store and they indeed picked up her table on January 8th and refunded her card as well.It was truly a situation that could’ve been avoided and both the store and Ms [redacted] would’ve been happyThe store is now aware as to what to do with situations like these with the manufacturersI explained to them the best I can and also told them that they can always reach out to me for questions and advice and I will gladly helpI have attached the pictures of receipts and delivery/pick up slips.As I mentioned earlier that location was sold and is under new ownership and in transitioning of the name to Worldwide Furniture.Please if you have any questions or concerns please do not hesitate to contact me.Thank you for your time! [redacted] Furniture CompanyRegional Manager

To whom it may concern: Ms [redacted] a bedroom set among other items on March 23rd On April 5th her bedroom set was delivered to her residenceTowards the end of October Ms [redacted] reached out to our in regards to her bedroom set being defective [redacted] from the location on 76th & Mill rd sent out and inspection request on Oct The inspectors went to inspect the bed and concluded that Ms ***'s foot-board was indeed defective and needed one to be replaced, they also stated that her headboard was not defective just improperly set upWe then ordered a new foot-board for Ms [redacted] to be replacedWhen the replacement foot-board arrived we contacted Ms [redacted] to deliverAt the time of delivery she turned away our drivers, screaming at them in profanities stating that she wants a whole new bedShe then called our location on 76th & Mill rd and did the same to our manager at that location [redacted] , Jo, tried to explain to her that the warranty on the bed is not necessarily replacing the bed but just the defective partWith the headboard being miss-assembled it doesn't fall in those guidelines for warranty [redacted] offered to send a gentleman from our store to reassemble the headboard correctly, at that time Ms ***'s husband took the phone and spoke to [redacted] , in which [redacted] stated the same, that the headboard is just miss-assembled and she can have a gentleman from our store reassemble it correctlyAt that time he responded, with "Are saying I sthe bed wrong"?, [redacted] then informed him that she was not aware that it wasn't assembled by our smen but him, which in turn doesn't make us the store responsible for itHowever she will still do an exception and have it reassembled when the foot-board gets exchangedAt which Ms [redacted] refused, stating she wants a whole new bed, and disconnected the callWe didn't receive any communication from Ms [redacted] until two weeks later (around end of Nov) to state that her nightstand was now having the varnish peel [redacted] stated that unfortunately she will not be able to replace it under the warranty guidelines either, because that was an effect from negligent use, not from it being defectiveMs [redacted] then asked for her bed being replaced in which [redacted] reiterated to her what was spoken two weeks prior, we can send her new replacement foot-board, however the headboard just has to be readjusted because of the miss-assemblyMs [redacted] was not satisfied with her response and started screaming profanities to [redacted] and hung up [redacted] has not since had any contact with Ms ***, because Ms [redacted] refuses to accept what we can help her inUnfortunately because of all the profanities and behavior Ms [redacted] has expressed to the drivers and [redacted] we do not have anyone available to reassemble the headboard (we were going to do it out of courtesy)We will gladly redeliver her foot-board that we have had here in our warehouse since beginning of November to replace the one that came defectiveThank you for reaching out to us with this issue, at this time that is all we can doThank you for your timeSincerely, [redacted] ***Furniture Company- [redacted] ATTACHMENTS- are receipt and delivery and inspections slips

On March 24th Ms [redacted] purchase a dining room set from our location on W Lincoln AveAs she stated she chose for the the furniture to be delivered and chose to set up the furniture herselfWhen Ms [redacted] called in regards to her furniture being defective it was over a month later After speaking with the manager she was set up for an inspectionAt the time of inspection [redacted] did inform our customer that it is best if the customer wouldve opted to pay for set up for it would have been done properlyHe informed our customer that the screws were loose as a result of being strippedHe then tightened them the best he could showed her the the table was not off balance and then informed our customer that unfortuantely there is not much that can be done since it is not a manufacturer defectThe best he would be able to do is put some new screws on order for her to replace the damaged onesCustomer had said ok so therefore we were under the understanding that Ms [redacted] was taken care ofHer screws are still on order, part orders often take a little long than regular ordersAs soon as the screws arrive we will contact Ms [redacted] to inform her that they are in and can be picked up at her convenienceWe are sorry that there is not much more we can doSincerely, [redacted]

On March 4th I received via email this complaint from a customerIt took me sometime to locate what location this customer was referring toWe later found out that it was a customer from a location in Brown Deer Rd through our social media pageWe realize why the customer was under the
impression that it was our location hence it has the ***e name however it is under different ownershipThe owner of our company, *** immediately messaged Ms *** to inform her of her confusion and mistake in thinking we are all the ***eHe arranged with her that she will be picked up on Saturday March 5th and taken to the store and will inform the owner, whom *** personally knows, and show him the procedures in refunding her her moneyMs ***'s purchase was a finance and unfortunately the employees there did not know how or even if they could cancel itOn March 5th I, *** the regional manager for our company got in contact with Ms *** to arrange the pick up and to proceed with the refund and cancellationShe informed me she had previous engagements and will call me when she was availableThat evening, at around I left Ms *** a message informing her that I did not hear back from that day and that I will contact her on Monday, I just wanted to make sure she knew we did not forget about herOn Monday Ms *** had left a message on our phone with her house number for contactI contacted Ms *** and made an arrangement to pick her up and bring her to our store to do the procedures neededShe had informed me that she had used her card as a debit and her bank had informed her that it is the ***e as cashI told her that is not a problem the owner *** had okay'd us to refund her cash, just to write a receipt and have Ms *** signature on it so that he will be able to contact the owner of the store located on Brown Deer Rd and get reimbursement for itOn Monday March 7th I, *** picked up Ms *** from her residence and brought her to our location on Fond Du Lac AveI asked the store on Brown Deer Rd to send me a copy of her invoiceI also had Ms ***s copyI then proceeded to fill out the cancellation from to cancel her contract for the finance of her bedroom, and gave her a copy of our invoice stating that she received a cash refund of $for the down payment paid on her debit cardI gave Ms *** her cash refund and then informed her that as a gift the owner *** had informed me that he will be giving her a bed (mattress, box spring, and a frame) as a gift from him to herOver the messages sent between him and her on our social media page he learned so much of her and in a way built a friendly relationship with her and couldn't find it in his heart to know that Ms *** was sleeping on an air mattress for quite some time and knowing how uncomfortable it must beOn the ***e day after I dropped off Ms *** at her residence she received a gift from ***Thank you for your timeGlad we were able to help Ms *** with her situationWe look forward to having Ms *** as one of our valued customers. Sincerely, Senior Regional Manager

On January 5th 2016 I had received this complaint via email. When I opened the complaint and read it, I immediately contacted all of our current locations to ask which location this customer may have purchased it from, so I can respond accordingly. However this customer was not our direct customer,...

she was infact the customer of a location which we have recently sold, 3433 W North Ave. The store front still has our name, but in the process of being updated with the new owners business name. I did however wanted to help out in this case because of the fact that the customer purchased it under the impression that she purchased it through our company and our main priority is customer satisfaction. Also because of the fact that I had realized that it was also probably unknown to the new owner as to the procedure with warranty.I contacted the store located on 35th and North Ave to find out as to what had occurred with Ms [redacted]. I was informed that on November 12th 2015 Ms [redacted] had made a purchase for a dining room table and four chairs, in which she paid in full. Her table was ordered, when it arrived she was scheduled and delivered on November 20th 2015. When the employee of the store assembled the table at Ms [redacted]s residence there was a small defect on the edge of the table. In which Ms [redacted] stated she wanted a new table. The store stated they picked up the table and ordered her a new one. When the new one was delivered Ms [redacted] stated that there was a defect in the same area as the table before. Since the employee wasn’t aware of the warranty and the procedure to process it, she stated that they can repair it for her if she likes. Ms [redacted] then had said that she will keep the table if they can give her back some of her money. The store and Ms [redacted] agreed that they will return her $100 for the inconvenience, and that when Ms [redacted] came in to receive the partial refund she will need to sign a receipt stating their agreement. However the store states that they later received a call from the customer stating that her daughter had contacted the Revdex.com and Fox 6 in regards to the complaint. The store then stated that their previous agreement had been void. The customers daughter then stated that she will remove her complaint if the store will refund them $200 instead of $100. The store refused. After the store informed of this situation, I informed them that the customer does have a year warranty and therefore is entitled to a new table through the manufacturer, there are procedures and it does take time but it is something that the customer is entitled to. They then stated they were not aware of it since this was their first scenario. I then told them I will contact Ms [redacted] to resolve the situation. I then called Ms [redacted] and introduced myself, and explained to her the fact that the store was under new ownership and were not aware of the steps to take to satisfy her needs. However I will gladly take care of her warranty issue with the store and manufacturer. She then informed me that she was not interested in keeping the table because she had bought a new one. I told her that I will speak to the new owner in regards to refunding her money after picking up the merchandise from her residence. I called the store and explained to them my conversation with Ms [redacted] and that I recommend them to pick up the merchandise and give her a full refund, after all Ms [redacted]s satisfaction is main priority and she was not at fault for the experience she received. They immediately were in agreement and stated they will call her to schedule the pick up of her furniture and then she can come in store and receive refund to her card with which it was purchased. I followed up with the store and they indeed picked up her table on January 8th 2016 and refunded her card as well.It was truly a situation that could’ve been avoided and both the store and Ms [redacted] would’ve been happy. The store is now aware as to what to do with situations like these with the manufacturers. I explained to them the best I can and also told them that they can always reach out to me for questions and advice and I will gladly help. I have attached the pictures of receipts and delivery/pick up slips.As I mentioned earlier that location was sold and is under new ownership and in transitioning of the name to Worldwide Furniture.Please if you have any questions or concerns please do not hesitate to contact me.Thank you for your time![redacted] Furniture CompanyRegional Manager

To whom it may concern: Ms. [redacted] a bedroom set among other items on March 23rd 2016. On April 5th 2016 her bedroom set was delivered to her residence. Towards the end of October Ms. [redacted] reached out to our in regards to her bedroom set being defective. [redacted] from the location on 76th...

& Mill rd sent out and inspection request on Oct 26 2016. The inspectors went to inspect the bed and concluded that Ms [redacted]'s foot-board was indeed defective and needed one to be replaced, they also stated that her headboard was not defective just improperly set up. We then ordered a new foot-board for Ms. [redacted] to be replaced. When the replacement foot-board arrived we contacted Ms [redacted] to deliver. At the time of delivery she turned away our drivers, screaming at them in profanities stating that she wants a whole new bed. She then called our location on 76th & Mill rd and did the same to our manager at that location. [redacted], Jo, tried to explain to her that the warranty on the bed is not necessarily replacing the bed but just the defective part. With the headboard being miss-assembled it doesn't fall in those guidelines for warranty. [redacted] offered to send a gentleman from our store to reassemble the headboard correctly, at that time Ms [redacted]'s husband took the phone and spoke to [redacted], in which [redacted] stated the same, that the headboard is just miss-assembled and she can have a gentleman from our store reassemble it correctly. At that time he responded, with "Are saying I set-up the bed wrong"?, [redacted] then informed him that she was not aware that it wasn't assembled by our set-up men but him, which in turn doesn't make us the store responsible for it. However she will still do an exception and have it reassembled when the foot-board gets exchanged. At which Ms. [redacted] refused, stating she wants a whole new bed, and disconnected the call. We didn't receive any communication from Ms [redacted] until two weeks later (around end of Nov) to state that her nightstand was now having the varnish peel. [redacted] stated that unfortunately she will not be able to replace it under the warranty guidelines either, because that was an effect from negligent use, not from it being defective. Ms [redacted] then asked for her bed being replaced in which [redacted] reiterated to her what was spoken two weeks prior, we can send her new replacement foot-board, however the headboard just has to be readjusted because of the miss-assembly. Ms [redacted] was not satisfied with her response and started screaming profanities to [redacted] and hung up. [redacted] has not since had any contact with Ms [redacted], because Ms [redacted] refuses to accept what we can help her in. Unfortunately because of all the profanities and behavior Ms [redacted] has expressed to the drivers and [redacted] we do not have anyone available to reassemble the headboard (we were going to do it out of courtesy). We will gladly redeliver her foot-board that we have had here in our warehouse since beginning of November to replace the one that came defective. Thank you for reaching out to us with this issue, at this time that is all we can do. Thank you for your time. Sincerely, [redacted]Furniture Company- [redacted]ATTACHMENTS- are receipt and delivery and inspections slips.

On March 24th Ms. [redacted] purchase a dining room set from our location on 2641 W Lincoln Ave. As she stated she chose for the the furniture to be delivered and chose to set up the furniture herself. When Ms [redacted] called in regards to her furniture being defective it was over a month later....

After speaking with the manager she was set up for an inspection. At the time of inspection [redacted] did inform our customer that it is best if the customer wouldve opted to pay for set up for it would have been done properly. He informed our customer that the screws  were loose as a result of being stripped. He then tightened them the best he could showed her the the table was not off balance and then informed our customer that unfortuantely there is not much that can be done since it is not a manufacturer defect. The best he would be able to do is put some new screws on order for her to replace the damaged ones. Customer had said ok so therefore we were under the understanding that Ms [redacted] was taken care of. Her screws are still on order, part orders often take a little long than regular orders. As soon as the screws arrive we will contact Ms. [redacted] to inform her that they are in and can be picked up at her convenience. We are sorry that there is not much more we can do. Sincerely, [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.]
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]