We have been working with this customer trying to facilitate the factory warrantyThe factory attempted to correct a problem with one of the armrests, unfortunately they were unsuccessful, so our Master Technicians found the problem and corrected itAs a courtesy we re-webbed and sisled the seats and added new Dacron toppers to the cores of the whole setThe product is in better condition than factory normalStill the customer refuses to accept the loveseatWe are willing to offer the customer a $credit for their inconvenience
I am rejecting this response because: the business is replying the same thing they said the first time We have no proof that they have sold as many beds as they said and there's also no proof that there has been no complaints about these products Beds, even children's beds are supposed to hold enough weight of even the weight of adults sleeping in them, unless posted on the bed that "the item being purchased, is made to only hold so many pounds" then the customer would buy the item based on this information Normally, beds made of wood would hold several hundred pounds of weightI personally have had youth beds where heavy adults slept in them with no problems at all Becks furniture states on the back of their invoice that they only sell high quality products, which to our experience is a statement, and their customer service is also one of the worse anyone could have ever experienced the bed and chairs [redacted] bought are not made of wood, nor there was a sign on the items that they would only hold so much weight on the bed and the chairs should this information would have been provided, [redacted] would have not bought these items; therefore, we are still requesting the refund our moneys and that these products to be removed from his house thank you so much for all the help you can provide Sincerely, [redacted] (for [redacted] )
It was discovered that the mattress the customer purchased was too thick and it contacted the bed frame when the trundle was pulled outAt that time we gave the customer the option of exchanging the mattress for one that was slightly thinner so that is would function correctly.We then were informed that the customer filed a charge back with the credit card company so we canceled the exchange and responded to the charge back with the credit card company.The credit card company has decided in our favor and has refunded the money to our account so we will go forward with offering the exchange again
These are the notes from our system, we contacted the customer on Feb2nd to pay their balance and pick up all of their merchandiseThey failed to do so and we unreserved the daybedTwo weeks later they came in and paid their balance and took receipt of the sofa and loveseat, at which time they were given an ETA on the daybed of the end of March or early AprilWe contacted them on April 19th and let them know the daybed was now availableI have also attached a copy of the back of our sales orders with the paragraph titled "Approximate arrival dates" the image is light but you should be able to read itI apologize it is the color of our order formsThere was not written or implied contract that was brokenWe did everything we could to satisfy this customer and we feel they are being unreasonable in their request CUSTOMER WILL PICK UP NEXT MONTH S 05-JAN-2015||SLSP#KPC CHGD TO KPCC BY RAG ON ALL LINES FOUND 06-JAN-2015||LM TO PAY BALANCE AND P/U MERCHKPCC S 02-FEB-2015|Contacted to pay balance and pick up merchandise.|CUST SAYS THEY BE COMING IN SOMETIME NEXT WEEK TO MAKE PYMT MNS S 07-FEB-2015||LINE #(SKU # [redacted] ) UNRESERVED FROM 00-XBY JTG 11-FEB-2015||PICKUP DATE CHANGE FROM 30-DEC-TO 14-FEB-BY CMBX 14-FEB-2015| Customer picked up Sofa and LoveseatKnew that daybed was backordered.|IVC CNT:PU:EMP:CMBX APP:LRM SCR:SOM CON:pts/ 14-FEB-2015||CUST DECLINED INSPECTION S 14-FEB-2015||KPCC CALLED CUST TO LET KNOW OF ETA BY THE END OF MARCH EARLY S 09-MAR-2015||APRIL CUST MIGHT WANT REFUND ....KKM:) S 16-MAR-2015|SPOKE WITH CUSTLET HIM KNOW ITEMS ARE IN & HE SAID HE WILL S 19-APR-2015|Contacted customer to pick up daybed.|BE IN TO PICK UP END OF APRIL EARLY MAYPLEASE HOLD FOR CUST S 19-APR-2015||HE IS ALREADY UPSET THAT MERCH TOOK SO LONG S 19-APR-2015| I hope this helps, [redacted] Executive Vice PresidentBeck's FurnitureCell [redacted]
This letter is in response to the letter I received from the Revdex.comIt is dated April 25, 2015.As I've stated before on February 04, I went back to Beck's Furniture store after putting a trendal desk on hold in 02-04-amount$51.00.The salesman, [redacted] , informed my granddaughter and myself that I had only purchased 1/a bed! He insisted the bed was sold as two seperate piecesThis created a lot of confusion! After much discussion his manage Travis in for more [redacted] this is not true.I am disabled, Ive had spinal fusions and steel rods in my backinfrase [redacted] the flow was hurting my back cause we please just get the bed? In an effort to save money I was going to being the bed home in my father truck [redacted] told me for $Beck's would deliver the bed and it would come with a year warrantyWe then picked up mattresses and sit up a delivery dateThe delivery went without incident.That night my granddaughter and I discovered he trundel part of the bed would not slide outThe next day we called Becks and they informed me that they would send someone out to assess the problemApproximately four to five days later a man came out and said yes, we did have a problemThere has never been any offer to fix this problem, I have left messages on Beck's answering machineNo one has answered or returned my callsIn their letter they state, they offer to exchange the mattress, this is not trueI am afraid the bed itself has been compromised, it should still be under warrantyThank you for your time, I am suprised Becks dishonesty int his matter.Sincerely, [redacted]
I apologize for the misunderstanding, we have a technician scheduled for 7-to touch up the floorWe would also like to offer a $credit for the inconvenience
We have spoken with this customer on the day she picked up the merchandiseWe explained to her that since they did not choose to have the merchandise delivered, it is their responsibility to return the productIt cannot remain in their home and that they need to return it todayThe product needs
to be in original packaging and be free of any use or damage. We also gave the customer a $refund for the inconvenience. If they choose to keep the product in their home we will finalize the order
This note is to respond to the furniture storeFirst of all on Feb., 02, 2015, they contacted us to tell us that we could now pick up the furniture from our agreement(contract) that was signed for daysWhereby, my husband, asked them to give us more time to pay these pieces of furniture and they refusedThat is why my husband told them that we would be going on Saturday Feb., 07, 2015, as our distance was of and a 1/hours (miles) and it was a MondayWhereby, we went and they did not have everything so we decided to return on the date, Feb., 14, 2015, that they had gave us for complete delivery at which time the bill would be paid in fullHowever, at the time we returned, it just so happens that the order was not completeThey gave us dates after dates all while my daughter and my son sleep on the floorOn March 9, we went again but before entering the store, we called them and it turns out the order was still not completeThey then went on to give us another date of which the 30th of March Whereby, we called again and it turns out that it would be until AprilThey don't take into consideration the distance, or the time, much less the comfort of my children to restWhereby I respected the contract signed and paid and on the days and they, at the moment of payment and pick up of merchandise, did not comply and I demand all my money returned, $1,including that of the sofas and if you would like check the conversations so you could understand what was discussed over the phone
This customer put a $deposit down on January 5th of On February 2nd we contacted them and told them they needed to pay the balance of the orderOn February 11th we removed one of the items on the sales order for a customer that was paid in full and was ready to take possession of their
merchandiseOn February 14th this customer paid the balance of their order and took receipt of the sofa and loveseatThey were aware that the item that had been removed from their order was back ordered with the factory at that timeOn April 19th we contacted the customer and informed them that their order was in stock and ready for pick upThe customer said that they would be in to pick up in early MayWe have not heard from them since.This customer has had the sofa and loveseat in their possession since February 2nd and we cannot allow them to return the merchandiseWe will void the remaining daybed and refund their money if that is what they would like
A little of two months after delivery this customer contacted us about a staple poking through the edge of the seat coverWe sent a technician out and determined that one of the staples had been installed incorrectly and was now poking outWe facilitated the manufactures warranty and re-stapled
and installed new coversThe customer wasn't happy with the service and wanted new product from the beginning, so once we completed the repairs the customer complained that she wanted a new sofa and love seatWe explained to her that we follow the manufactures warranty and they only authorized the repair of the productThe complaint about the cushions came later and upon inspection it was determined that it is wear and tearThis customer has been informed that they did not purchase a "warranty" we do not sell themThey purchased a "protection plan" that covers accidental damage onlyWe have serviced this customer returning their set to "factory normal" conditionWe have explained our "protection plan" policy, and informed them that we cannot authorize an exchange and refund their money
I am rejecting this response because: I do not want anymore defected bedroom sets from becks this is my second bed that was defected and the same day the last bed was delivered that same day it also broke and I had to have it fixed I will not except any rails from becks because its just a waste of time and it could be defected I do not want to take that chance again becks furniture has to be defected if this is the 2nd bed set I had to get from them with that being said I need a refund for the balance I had to pay on the bed which is not worth it and also a year warranty incase I have further issue, ive already contacted a lawyer and we're waiting for your responseThank you
We are sorry to hear of the trouble this customer is having with their setThe set was delivered November 7th and the customer contacted us on August 16th of letting us know that they were having issues with the wear of the setThe manufactures
warranty covers one year from the date of purchase so the set is well beyond any warrantyWith nearly three years of use we offered the customer a prorated credit as a courtesy.The protection plan the customer purchased is not a warranty, it is to protect against accidental damageThis does not fall under that category and therefore is not covered
Revdex.com:
I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me"The consumer called to say
that the business came by and picked up the sofa and left documents stating that they will receive a full refundYou can close as resolveThank you for your help! *** ***"
I am rejecting this response because: it shows right on the waiver that there were scratches caused by a missing leg from the couch. That is not our fault. The delivery people should have inspected the couches before setting them down and scooting them around. There were floor protectors provided for under the legs, but this one was missing. After many, many attempts at reaching out to Beck's, my husband did get a call from a flooring specialist that stated "literally just got this thrown in my lap today. 11-3-2017. Vacation started today and will be gone for a week." Supposedly this gentleman will be phoning next week. He stated that he can replace the floor boards that were damaged by Beck's furniture moving men. If that does not happen and the damage is worse or still apparent, or if more damage is caused, will not accept that at all. The consensus that this waiver gives is that any/all damage the furniture people cause then becomes the homeowner(s) responsibility. That's a statement. Beck's furniture delivery men ARE RESPONSIBLE
Due to the misunderstanding we have authorized this customer an exchange of the merchandise
I am rejecting this response because: They still had to come out less than weeks after first correction and repair furniture again
We have been working with this customer trying to facilitate the factory warrantyThe factory attempted to correct a problem with one of the armrests, unfortunately they were unsuccessful, so our Master Technicians found the problem and corrected itAs a courtesy we re-webbed and sisled the seats and added new Dacron toppers to the cores of the whole setThe product is in better condition than factory normalStill the customer refuses to accept the loveseatWe are willing to offer the customer a $credit for their inconvenience
I am rejecting this response because: the business is replying the same thing they said the first time We have no proof that they have sold as many beds as they said and there's also no proof that there has been no complaints about these products Beds, even children's beds are supposed to hold enough weight of even the weight of adults sleeping in them, unless posted on the bed that "the item being purchased, is made to only hold so many pounds" then the customer would buy the item based on this information Normally, beds made of wood would hold several hundred pounds of weightI personally have had youth beds where heavy adults slept in them with no problems at all Becks furniture states on the back of their invoice that they only sell high quality products, which to our experience is a statement, and their customer service is also one of the worse anyone could have ever experienced the bed and chairs [redacted] bought are not made of wood, nor there was a sign on the items that they would only hold so much weight on the bed and the chairs should this information would have been provided, [redacted] would have not bought these items; therefore, we are still requesting the refund our moneys and that these products to be removed from his house thank you so much for all the help you can provide Sincerely, [redacted] (for [redacted] )
It was discovered that the mattress the customer purchased was too thick and it contacted the bed frame when the trundle was pulled outAt that time we gave the customer the option of exchanging the mattress for one that was slightly thinner so that is would function correctly.We then were informed that the customer filed a charge back with the credit card company so we canceled the exchange and responded to the charge back with the credit card company.The credit card company has decided in our favor and has refunded the money to our account so we will go forward with offering the exchange again
These are the notes from our system, we contacted the customer on Feb2nd to pay their balance and pick up all of their merchandiseThey failed to do so and we unreserved the daybedTwo weeks later they came in and paid their balance and took receipt of the sofa and loveseat, at which time they were given an ETA on the daybed of the end of March or early AprilWe contacted them on April 19th and let them know the daybed was now availableI have also attached a copy of the back of our sales orders with the paragraph titled "Approximate arrival dates" the image is light but you should be able to read itI apologize it is the color of our order formsThere was not written or implied contract that was brokenWe did everything we could to satisfy this customer and we feel they are being unreasonable in their request CUSTOMER WILL PICK UP NEXT MONTH S 05-JAN-2015||SLSP#KPC CHGD TO KPCC BY RAG ON ALL LINES FOUND 06-JAN-2015||LM TO PAY BALANCE AND P/U MERCHKPCC S 02-FEB-2015|Contacted to pay balance and pick up merchandise.|CUST SAYS THEY BE COMING IN SOMETIME NEXT WEEK TO MAKE PYMT MNS S 07-FEB-2015||LINE #(SKU # [redacted] ) UNRESERVED FROM 00-XBY JTG 11-FEB-2015||PICKUP DATE CHANGE FROM 30-DEC-TO 14-FEB-BY CMBX 14-FEB-2015| Customer picked up Sofa and LoveseatKnew that daybed was backordered.|IVC CNT:PU:EMP:CMBX APP:LRM SCR:SOM CON:pts/ 14-FEB-2015||CUST DECLINED INSPECTION S 14-FEB-2015||KPCC CALLED CUST TO LET KNOW OF ETA BY THE END OF MARCH EARLY S 09-MAR-2015||APRIL CUST MIGHT WANT REFUND ....KKM:) S 16-MAR-2015|SPOKE WITH CUSTLET HIM KNOW ITEMS ARE IN & HE SAID HE WILL S 19-APR-2015|Contacted customer to pick up daybed.|BE IN TO PICK UP END OF APRIL EARLY MAYPLEASE HOLD FOR CUST S 19-APR-2015||HE IS ALREADY UPSET THAT MERCH TOOK SO LONG S 19-APR-2015| I hope this helps, [redacted] Executive Vice PresidentBeck's FurnitureCell [redacted]
This letter is in response to the letter I received from the Revdex.comIt is dated April 25, 2015.As I've stated before on February 04, I went back to Beck's Furniture store after putting a trendal desk on hold in 02-04-amount$51.00.The salesman, [redacted] , informed my granddaughter and myself that I had only purchased 1/a bed! He insisted the bed was sold as two seperate piecesThis created a lot of confusion! After much discussion his manage Travis in for more [redacted] this is not true.I am disabled, Ive had spinal fusions and steel rods in my backinfrase [redacted] the flow was hurting my back cause we please just get the bed? In an effort to save money I was going to being the bed home in my father truck [redacted] told me for $Beck's would deliver the bed and it would come with a year warrantyWe then picked up mattresses and sit up a delivery dateThe delivery went without incident.That night my granddaughter and I discovered he trundel part of the bed would not slide outThe next day we called Becks and they informed me that they would send someone out to assess the problemApproximately four to five days later a man came out and said yes, we did have a problemThere has never been any offer to fix this problem, I have left messages on Beck's answering machineNo one has answered or returned my callsIn their letter they state, they offer to exchange the mattress, this is not trueI am afraid the bed itself has been compromised, it should still be under warrantyThank you for your time, I am suprised Becks dishonesty int his matter.Sincerely, [redacted]
I apologize for the misunderstanding, we have a technician scheduled for 7-to touch up the floorWe would also like to offer a $credit for the inconvenience
We have spoken with this customer on the day she picked up the merchandiseWe explained to her that since they did not choose to have the merchandise delivered, it is their responsibility to return the productIt cannot remain in their home and that they need to return it todayThe product needs
to be in original packaging and be free of any use or damage. We also gave the customer a $refund for the inconvenience. If they choose to keep the product in their home we will finalize the order
This note is to respond to the furniture storeFirst of all on Feb., 02, 2015, they contacted us to tell us that we could now pick up the furniture from our agreement(contract) that was signed for daysWhereby, my husband, asked them to give us more time to pay these pieces of furniture and they refusedThat is why my husband told them that we would be going on Saturday Feb., 07, 2015, as our distance was of and a 1/hours (miles) and it was a MondayWhereby, we went and they did not have everything so we decided to return on the date, Feb., 14, 2015, that they had gave us for complete delivery at which time the bill would be paid in fullHowever, at the time we returned, it just so happens that the order was not completeThey gave us dates after dates all while my daughter and my son sleep on the floorOn March 9, we went again but before entering the store, we called them and it turns out the order was still not completeThey then went on to give us another date of which the 30th of March Whereby, we called again and it turns out that it would be until AprilThey don't take into consideration the distance, or the time, much less the comfort of my children to restWhereby I respected the contract signed and paid and on the days and they, at the moment of payment and pick up of merchandise, did not comply and I demand all my money returned, $1,including that of the sofas and if you would like check the conversations so you could understand what was discussed over the phone
Consumer states: While it did take time for the company to contact us, they were able to resolve the issues we were having
This customer put a $deposit down on January 5th of On February 2nd we contacted them and told them they needed to pay the balance of the orderOn February 11th we removed one of the items on the sales order for a customer that was paid in full and was ready to take possession of their
merchandiseOn February 14th this customer paid the balance of their order and took receipt of the sofa and loveseatThey were aware that the item that had been removed from their order was back ordered with the factory at that timeOn April 19th we contacted the customer and informed them that their order was in stock and ready for pick upThe customer said that they would be in to pick up in early MayWe have not heard from them since.This customer has had the sofa and loveseat in their possession since February 2nd and we cannot allow them to return the merchandiseWe will void the remaining daybed and refund their money if that is what they would like
A little of two months after delivery this customer contacted us about a staple poking through the edge of the seat coverWe sent a technician out and determined that one of the staples had been installed incorrectly and was now poking outWe facilitated the manufactures warranty and re-stapled
and installed new coversThe customer wasn't happy with the service and wanted new product from the beginning, so once we completed the repairs the customer complained that she wanted a new sofa and love seatWe explained to her that we follow the manufactures warranty and they only authorized the repair of the productThe complaint about the cushions came later and upon inspection it was determined that it is wear and tearThis customer has been informed that they did not purchase a "warranty" we do not sell themThey purchased a "protection plan" that covers accidental damage onlyWe have serviced this customer returning their set to "factory normal" conditionWe have explained our "protection plan" policy, and informed them that we cannot authorize an exchange and refund their money
I am rejecting this response because: I do not want anymore defected bedroom sets from becks this is my second bed that was defected and the same day the last bed was delivered that same day it also broke and I had to have it fixed I will not except any rails from becks because its just a waste of time and it could be defected I do not want to take that chance again becks furniture has to be defected if this is the 2nd bed set I had to get from them with that being said I need a refund for the balance I had to pay on the bed which is not worth it and also a year warranty incase I have further issue, ive already contacted a lawyer and we're waiting for your responseThank you
We are sorry to hear of the trouble this customer is having with their setThe set was delivered November 7th and the customer contacted us on August 16th of letting us know that they were having issues with the wear of the setThe manufactures
warranty covers one year from the date of purchase so the set is well beyond any warrantyWith nearly three years of use we offered the customer a prorated credit as a courtesy.The protection plan the customer purchased is not a warranty, it is to protect against accidental damageThis does not fall under that category and therefore is not covered
We were very sorry to hear about this and have contacted the customer and set her up for delivery today
Hello I'm writing to notify you that the issue Was resolved to my satisfaction
Ok so you want a copy of the warranty?
Revdex.com:
I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me"The consumer called to say
that the business came by and picked up the sofa and left documents stating that they will receive a full refundYou can close as resolveThank you for your help! *** ***"
I am rejecting this response because: it shows right on the waiver that there were scratches caused by a missing leg from the couch. That is not our fault. The delivery people should have inspected the couches before setting them down and scooting them around. There were floor protectors provided for under the legs, but this one was missing. After many, many attempts at reaching out to Beck's, my husband did get a call from a flooring specialist that stated "literally just got this thrown in my lap today. 11-3-2017. Vacation started today and will be gone for a week." Supposedly this gentleman will be phoning next week. He stated that he can replace the floor boards that were damaged by Beck's furniture moving men. If that does not happen and the damage is worse or still apparent, or if more damage is caused, will not accept that at all. The consensus that this waiver gives is that any/all damage the furniture people cause then becomes the homeowner(s) responsibility. That's a statement. Beck's furniture delivery men ARE RESPONSIBLE