This customer purchased the sectional in Dec of They contacted us in March of stating the backs of the two end pieces had become softWe performed a courtesy service adding foam and fluffing the backsWe had no contact with the customer from that time until September 14, At which
time they requested we take back the nearly year old sectionalWe asked what the problem was and they stated the leather was peelingWe asked if they could send photos and they declined stating the photos would not show the problem.We have explained to five different people who are contacting us on behalf of the customer that we are facilitating the Manufacturers warranty by replacing parts.The customer does not want this and is insisting on us taking it all backWe have repaired the sectional and have tried to set up the delivery of the repaired merchandise however, the customer is refusing to accept delivery. This product is a leather leather-matchWhich means the areas that you sit and touch are 100% leather, the other areas are a bonded product
Revdex.com:
I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to meThey should really change their archaic delivery policy and work on improving customer service and explaining their policy better at time of saleThat is my eason for complaintI dont think they understand how poorly this reflects on their serviceIm happy with my purchase just not the delivery service provided
I appreciate the time that Becks put into resolving this situationMany thanks to them.
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
We apologize for the misunderstandingWe do not condone this type of behaviorOur customer service department will be contacting this customer shortly.The futon is a manufactures discontinued item so we are unable to order a new oneAs requested we will be offering the $credit or pick up
of furniture whichever the customer prefers
See attachment: This is our internal void/refund request, in the upper right hand corner is the receipt from the credit card processing machine with the customers refund reflected on it
We do not offer a comfort guarantee on our productThis is clearly printed on the invoice and the customer signed the invoice stating they understand our policy. There is nothing wrong with this merchandise, the original problem was identified as the unit not being plugged in at time of
delivery. There is nothing further we can do
Hello,I spoke to becks, they are giving me a new couch to replace the one that is broken and has fleasThey said that it will take 2-weeks which is fineThank you for your helpI do still think they need help with customer service, and returning calls. Please let me know if you have any
questions. Thank you,
I am rejecting this response because: I have and read the form from Guardsman and now understand what was coveredBut I do not accept the response when the person who responded was not there at the point of sale and cannot definitively say that the salesman did not promise that such damage that I claimed (seam separation, then further by pet damage) was not coveredI am very disappointed in the quality of product that I received from Beck's and even more disappointed in the customer service, except for *** ***Do not expect my family or friends to be hearing any good accolades about Beck's furniture, especially with product quality and customer service
Revdex.com:
I have reviewed the response made by the business in reference to my concern and I will follow up with you once they have replaced the parts. Sincerely, ***
I am writing in regards to complaint number ***I am writing to let you know that I was able to fix my schedule at work and not miss any wagesI also wanted to let you know we were informed there were no returns on mattressesWe are making the attempt today to reschedule yet another delivery
of the product, as we do not want to fight with the company any longerWe do still want the complaint filed, but the resolution of the problem has changedWe would like this issue to be acknowledged by the company, with plans set in play to prevent it from happening againThe store we went through is the corporate store, and think that they should be handling their business and issues with more respect towards their customers.If you have any other questions or concerns please let me know.Thank you
We have sold over of the table sets in the last two years and have not had a problem with the chairsWe have sold of the beds in the same time frame again without a problem The customers Aunt stated to our customer service manager that two adults are sleeping on the lower bedThis bed is a youth bed and is not intended to be used by adults.The stretchers in the chairs are not designed to take the pressure of pushing down on them. This is obvious customer abuse and we will not refund any moniesWe will order replacement parts provided the customer pays for them
I am rejecting this response because: Nobody from Becks Furniture has ever contacted me, nor have they ever offered me any sort of credit; they are lying about those particular facts. I have contacted Becks over and over again, to no avail and have phone logs to prove it. I purchased an extended warranty for the furniture in question, thus, the item should either be repaired or replaced under the warranty. Becks furniture has completely disregarded all my communications, nobody ever returns any of my telephone calls and nothing has been done to rectify this situation. I have been waiting almost a month for repair or replacement of the damaged item. For god's sake, what does it take to get a manager to take action at that store? NOTHING HAS BEEN DONE AT ALL!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!
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
We have been to the showroom different times since our purchase to look at the floor sample and the floor sample does not sit the same as our sectional. Ours has two cushions that do not rebound and feel like we're sitting in a hole. We would be happy with an exchange for the floor sample with the $discountThank you for your quick response. Please call us to set up a time for delivery.*** ***
***
Our customer did sign the waiver and I have attached a copy for the recordWe are still providingthe wood floor specialist to replace the damaged flooring as a courtesyWe will not be replacing the entire floor
I am trying to look into this and cannot find the customer in our system by either their name, address or phone number can you please see if they have their sales order number or the name and or address that we should have on record for them?
This customer has spoken to our customer service manager on the 9th of March and has agreed to a technician to come out and inspect the damage on the 26th of MarchShe was offered the 17th but chose the 26th so that her husband could be home
We believe the problems are caused by accidental
damage based on the photos sent by the customer, however, our technician will be better able to determine the cause once on siteShould this be accidental damage we will intercede on behalf of the customer with protection plan company and get the product taken care of
Should it be determined that it is a manufactures defect we will facilitate the manufacture's warranty
We exchanged this customers chair on the November 24thI don't see any further issues with this customer in our files
This customer purchased the sectional in Dec of They contacted us in March of stating the backs of the two end pieces had become softWe performed a courtesy service adding foam and fluffing the backsWe had no contact with the customer from that time until September 14, At which
time they requested we take back the nearly year old sectionalWe asked what the problem was and they stated the leather was peelingWe asked if they could send photos and they declined stating the photos would not show the problem.We have explained to five different people who are contacting us on behalf of the customer that we are facilitating the Manufacturers warranty by replacing parts.The customer does not want this and is insisting on us taking it all backWe have repaired the sectional and have tried to set up the delivery of the repaired merchandise however, the customer is refusing to accept delivery. This product is a leather leather-matchWhich means the areas that you sit and touch are 100% leather, the other areas are a bonded product
Revdex.com:
I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to meThey should really change their archaic delivery policy and work on improving customer service and explaining their policy better at time of saleThat is my eason for complaintI dont think they understand how poorly this reflects on their serviceIm happy with my purchase just not the delivery service provided
I appreciate the time that Becks put into resolving this situationMany thanks to them.
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
We apologize for the misunderstandingWe do not condone this type of behaviorOur customer service department will be contacting this customer shortly.The futon is a manufactures discontinued item so we are unable to order a new oneAs requested we will be offering the $credit or pick up
of furniture whichever the customer prefers
See attachment: This is our internal void/refund request, in the upper right hand corner is the receipt from the credit card processing machine with the customers refund reflected on it
We do not offer a comfort guarantee on our productThis is clearly printed on the invoice and the customer signed the invoice stating they understand our policy. There is nothing wrong with this merchandise, the original problem was identified as the unit not being plugged in at time of
delivery. There is nothing further we can do
We have decided to exchange this product for the customerOur service department will be contacting her shortly
We issued a credit for the $to keep the original item
Hello,I spoke to becks, they are giving me a new couch to replace the one that is broken and has fleasThey said that it will take 2-weeks which is fineThank you for your helpI do still think they need help with customer service, and returning calls. Please let me know if you have any
questions. Thank you,
I am rejecting this response because: I have and read the form from Guardsman and now understand what was coveredBut I do not accept the response when the person who responded was not there at the point of sale and cannot definitively say that the salesman did not promise that such damage that I claimed (seam separation, then further by pet damage) was not coveredI am very disappointed in the quality of product that I received from Beck's and even more disappointed in the customer service, except for *** ***Do not expect my family or friends to be hearing any good accolades about Beck's furniture, especially with product quality and customer service
Revdex.com:
I have reviewed the response made by the business in reference to my concern and I will follow up with you once they have replaced the parts. Sincerely, ***
I am writing in regards to complaint number ***I am writing to let you know that I was able to fix my schedule at work and not miss any wagesI also wanted to let you know we were informed there were no returns on mattressesWe are making the attempt today to reschedule yet another delivery
of the product, as we do not want to fight with the company any longerWe do still want the complaint filed, but the resolution of the problem has changedWe would like this issue to be acknowledged by the company, with plans set in play to prevent it from happening againThe store we went through is the corporate store, and think that they should be handling their business and issues with more respect towards their customers.If you have any other questions or concerns please let me know.Thank you
We refunded this customer the $dollar delivery fee and corrected her merchandiseThere is nothing further that we are going to do
We have sold over of the table sets in the last two years and have not had a problem with the chairsWe have sold of the beds in the same time frame again without a problem The customers Aunt stated to our customer service manager that two adults are sleeping on the lower bedThis bed is a youth bed and is not intended to be used by adults.The stretchers in the chairs are not designed to take the pressure of pushing down on them. This is obvious customer abuse and we will not refund any moniesWe will order replacement parts provided the customer pays for them
I am rejecting this response because: Nobody from Becks Furniture has ever contacted me, nor have they ever offered me any sort of credit; they are lying about those particular facts. I have contacted Becks over and over again, to no avail and have phone logs to prove it. I purchased an extended warranty for the furniture in question, thus, the item should either be repaired or replaced under the warranty. Becks furniture has completely disregarded all my communications, nobody ever returns any of my telephone calls and nothing has been done to rectify this situation. I have been waiting almost a month for repair or replacement of the damaged item. For god's sake, what does it take to get a manager to take action at that store? NOTHING HAS BEEN DONE AT ALL!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!
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
We have been to the showroom different times since our purchase to look at the floor sample and the floor sample does not sit the same as our sectional. Ours has two cushions that do not rebound and feel like we're sitting in a hole. We would be happy with an exchange for the floor sample with the $discountThank you for your quick response. Please call us to set up a time for delivery.*** ***
***
Our customer did sign the waiver and I have attached a copy for the recordWe are still providingthe wood floor specialist to replace the damaged flooring as a courtesyWe will not be replacing the entire floor
I am trying to look into this and cannot find the customer in our system by either their name, address or phone number can you please see if they have their sales order number or the name and or address that we should have on record for them?
This customer has spoken to our customer service manager on the 9th of March and has agreed to a technician to come out and inspect the damage on the 26th of MarchShe was offered the 17th but chose the 26th so that her husband could be home
We believe the problems are caused by accidental
damage based on the photos sent by the customer, however, our technician will be better able to determine the cause once on siteShould this be accidental damage we will intercede on behalf of the customer with protection plan company and get the product taken care of
Should it be determined that it is a manufactures defect we will facilitate the manufacture's warranty