Boston, Inc.

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.] We want a guarantee that we will be refunded the first time there is an issue. "Beyond your repair" means that we have to schedule time for 8 more visits. We are NOT going to do that again. How can you sleep at night? This is so unethical. You certainly do NOT care about your customers.
Regards,
Debra [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. We have given Revdex.com the adress of [redacted] They are the ones who need to handle this and all customer service will do absolutely nothing. We want our money/replacement and also to be compensated for time wasted being ignored by this issue.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]

I have recieved and will address, thank you

[redacted]Trace Practice ConsultantRevdex.comDear [redacted],Thank you for providing us with this opportunity to address our customer's concerns.I spoke to our customer today.  I explained that we purchase much of our appliance inventory in bulk from the factory, and warehouse them...

until sold, so it is not unheard of for a model to be in inventory, brand new in a box, that might have been manufactured 1-2 years earlier.  Our Samsung appliances carry a one-year warranty, so in the case where a customer's date of purchase is beyond a year from date of manufacturer, we provide the manufacturer with our purchase-order date to establish a true warranty period.The service repair date of 5/14/14 was more than a year from the date of purchase, 9/28/11, so the range would have been outside the one-year warranty period, regardless of it's age at the time of purchase.  I cannot explain why Samsung indicated to our customer that there was a five year warranty on this appliance.  Though our customer has chosen another retailer for her appliance needs, she has asked for an apology letter for our failure to respond to her request for assistance last May, and I will ensure that she gets this.I believe this closes this complaint.

have contacted the customer and she is authorized a reselection of product.

We emailed the customer on 2/12 and she has yet to respond, email was sent by Customer Care Manager [redacted] Thank you

Hello,
Thank you for contacting
Ashley Furniture Industries, Inc. We appreciate that you have notified us
regarding Ms. [redacted]’ concerns. We take these matters seriously and want to
ensure the proper steps are followed so a resolution can be reached in a timely
manner.
Ms....

[redacted] purchased
furniture from an Ashley Furniture HomeStore in Appleton, WI. Ashley Furniture
HomeStores and authorized dealers are independently owned and operated. All decisions
are made by the store that sold the product in question.
I took the liberty of
forwarding the information provided by the Revdex.com to the corporate office for the Appleton
store, along with a request for them to investigate this matter further and
contact Ms. [redacted] to discuss her options.
 
 If you have additional questions or concerns,
please consider contacting the Appleton HomeStore Customer Care department at
###-###-####.
Sincerely,
[redacted]
Ashley
Furniture Industries, Inc.
Consumer
Affairs Representative

[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]

[redacted],Thank you for providing us with this opportunity to respond to our customer's concerns.Our customer contacted our corporate office with this complaint on 2/3/16.  Our Corporate Director of Advertising responded to our customer.  THis response is directly...

below.-----------Dear (customer name),Thanks for taking the time to explain what happened.  It sounds like there is a misunderstanding between what our advertisement was communicating and what our Sales Professional was telling you on the floor.  This is our fault, not yours.  I don't blame you at all for being upset.What the advertisement said was, "Insight Sets starting at $799" which is accurate, the Insight twin size set retails for $799 and we would be able to sell new in the box at that price.  An Insight king set would be more expensive than $799, but that's why the advertisement reads "starting at $799" just as you pointed out in your e-mail below.Having said that, the Sales Professional was also wrong in saying that the King sets were not on sale.  In fact, we're offering our best deal that we've EVER offered on all iComfort mattresses including the king, where you receive no interest financing until as long as 2021, $300 in free furniture with purchase OR an upgrade to the adjustable base for just $99, free local delivery AND a free box spring.  It's an awesome deal, really, I wish it would have been communicated to you at our store.I'm so sorry for the confusion.  It doesn't sound like we're going to be able to earn your business on this purchase from your e-mail below, and I understand your position on that.  At this point, I'm just thankful that you took time out of your day to explain what had happened and why you were frustrated.I hope that my explanation helps to clear up the misunderstanding a little, but rest assured, we will get better at communicating the intention of advertisements to our retail Sales Professionals working at our stores.If, after reading this, there is anything at all that I can do for you personally moving forward, please let me know and I'll do all that I can.  I'm eager to try to help in any way, sincerely.Thanks a lot for your note, and again, I sincerely apologize that we let you down.-------------------Sincerely,

[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 11838087, and find that this resolution is satisfactory to me. 
Regards,
James [redacted]

I reviewed this and the document the customer sent in was that she signed and authorized for a 24 month financing. We cannot do anything about this. If she would attempt to have it refunded, she would have to go thru the finance company that she is paying. Once the customer makes the agreement, the...

finance company pays us and take responsibility.

[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]

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. They were giving ample amount of time to accurately fix the sectional. They have done nothing but given me and my mother the run around with this piece of furniture. No one has contacted us in a month about replacing/ refunding me the money spent.  The customer service reps were rude, the supervisor at customer service were rude, and the manager at the store location has turned his back on this situation. As if it's a waste of his time. We are to be satisfied with the quality of the purchase and customer service provided and both were horrible so far. Now they want to send to corperate since we have contacted Revdex.com when they could have resolved this issue months ago.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]

[redacted]Trade Practice Consultant[redacted]Revdex.comHello [redacted],Thank you for allowing us this opportunity to address our customer's concerns.Our Appleton store manager contacted our customer about her concerns with the sectional.  The sectional is not defective, so there is nothing more we can "repair".  The sectional is a "relaxed" style, and our customer does not like the look of this style.  Our Appleton store manager invited our customer to reselect a different sectional, and she has accepted.  This is completed.
[redacted],  Director of
Customer Experience
Boston, Inc.   dba
Furniture & ApplianceMart, Ashley Furniture HomeStores
2917 Business Park Drive
Stevens Point,
WI     54482
The information contained in
this e-mail may be confidential and is intended solely for the
addressee. Unauthorized access, disclosure, copying, distribution or
other action taken or omitted relying on the contents of this message,
is prohibited and may be unlawful. If you are not the intended
recipient please reply and advise the sender of the erroneous transmission
and immediately delete the message.

Customer had recieved all goods

[redacted]Trace Practice ConsultantRevdex.com Dear [redacted]Thank you for providing us with this opportunity to respond to our customer's concerns.I spoke to our customer on 3/22/16 about these two issues.   I explained that we offer free delivery of any new mattress, but that...

subsequent pickups and/or deliveries of mattresses were subject to our normal delivery fee of $99.95.  This includes mattress exchanges under our Sleep Trial program.  We are not willing to waive this fee.  If our customer wishes to bring the original mattress back to the store and pick up the mattress that she selects as the replacement, there will be no additional fees involved.In the matter of our request for a 20% deposit when using an [redacted] Credit Card, the store incorrectly conveyed that this was an [redacted] Credit Card policy, when it is, in fact, a store policy, which the store can waive when the circumstances merit a waiver.  I have followed up with the salesperson and store manager to correct this misinformation.  Our customer did not pay a 20% deposit on this particular order, as the store had offered her this waiver and she accepted.Our customer asked me for a copy of the 120-Day Sleep Trial.  I am obtaining one from the store and will mail it to her.I reminded our customer that she will continue to qualify for a one-time mattress exchange under the terms of our 120-Day Sleep Trial program until 6/25/16, after which this offer will expire.

[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]

We will review the package that was sent in for issues, [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,
Enrique [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.
As was stated in initial complaint we are not happy with the options the store has available and are not going to purchase something that does not fit our comfort or our home decor. 
Regards,
[redacted]