The customer is told at the point of sale to pick a day that someone over the age of eighteen can be available all dayWe use a computer routing system that does not allow us to enter time framesWe also tell them that they will get a call two days prior to their delivery date with a four hour windowThis is not an opportunity to reschedule, it is simply a courtesy call to let them know the approximate time frame. This customer acknowledged that they received the computer generated phone callThis happens two days prior to their delivery dateAt that point it is too late to reschedule without the re-delivery fee
I am rejecting this response because:Beck's is in denial of the major structural problems that exist with this furniture. They repeatedly state the set has been repaired to factory specifications or better but we are the ones that see and feel the deficiencies. We can no longer continue to debate the facts of their opinion and our reality and plan to take steps towards legal action in this matter
This customer's set is factory normalWe sent a service technician to verify and that was his findingsWe did authorize as a courtesy an opportunity for the customer to exchange the merchandiseThey would however, be subject to a restocking feeThe customer has declined and it has been so long
now that we can no longer allow the set to be exchangedWe closed the service.I have included photos of the sofa
We facilitated the manufacturer' warranty by replacing the mechanismWith regards to the "protection plan" not a "warranty" It is designed to be used in the event of an accidentIt does not cover wear and tear or manufacture defects
We replaced the sleeper mechanism and the product is now
factory normalThe comfort of the bed is not a defect it is factory normalThere is no further warranty issue that has been stated so there is nothing further for us to do
This customer purchased a roll away bed and used it for five daysOur policies are clearly written on the back of our invoices and customers are asked to sign the invoice acknowledging they have read and understand those policies at the point of purchaseI have attached a copy of our invoice back
that has our return policy listed under "Bedding"We cannot allow a return of this product as it is factory and we cannot return bedding unless there is a manufacturer defect
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
I have contacted Citibank Visa Credit Card company and they have confirmed that they have received the refund of $259.75.Thank you for your help and support.George WEvans
This customer was financed through [redacted], they are a third party finance company that works with customers with sub-prime credit. We have only one sales order in our system for this customer with no additional charges. It sounds like she has defaulted on her payment plan with RAC acceptance...
and is dealing with them. We show no communication with her since the delivery of the sale.Unless there is something wrong with the original order as delivered, the customer will have to deal with the finance company not us.
Customers are informed that the ETA is an estimated time of delivery. We do not control the factories and we cannot be certain of a time frame.Furthermore we inform a customer that takes partial delivery on a set that they cannot return the items if the remaining product is delayed. We encourage...
customers to re-select to product that is completely in stock if that is a problem. The final piece of this customers product has been in stock since February 26th. They were informed and have set delivery for March 10th.
This customer purchased the sectional and the 5 yr Protection Plan. They had an incident that broke the frame of the piece in question.They filed a claim with the protection plan company and the...
were originally denied. We intervened on behalf of the customer and were able to help resolve this issue. The piece was repaired and returned to factory specifications on Aug 4th. We called and left a message to set delivery on that day. The customer returned the call on Aug. 8th and the clerical was to have set the delivery for the 15th. Unfortunately the clerical staff failed to commit the change to the order in our system and therefore did not set the order for delivery. When the customer contacted us on the 15th we set delivery for the next available date of the 21rst and forwarded the information to management. After management review we were able to move the delivery forward to the 19th and this delivery was completed without incident.We credited the customer $100.00 for the inconvenience. This issue is resolved no further credits or returns will be authorized.
We apologize for the miss communication and delay. I see in the service notes that we are working with the factory on getting credit authorized. Notes reflect that the customer was contacted on 1-26-18 and informed that the factory has authorized a partial credit, but we are pushing for a...
full refund and that we will contact the customer as soon as we hear back.
This customer has a small stain on the "deck" of the chaise. Not a cushion, the actual black deck that is under the cushion and is never exposed. Our first attempt to exchange unfortunately had a similar stain. We have pulled more new stock and found one that is perfect and are attempting to set...
We do apologize for the inconvenience, the sales associate is relatively new and used the mattress only item number when entering the sale in our computer. We have gone over this with the associate and they are aware of their mistake and how to prevent this from happening in the future.I am not sure what happened with the phones we are still testing our system. Regarding the delivery time frame, we do not have the ability to set specific time frames this is due to the fact that the routes are computer generated. This is explained at the point of sale and also noted on the back of the sales order so I am not sure what more can be done to inform our customers that we cannot set specific delivery time frames.Again we apologize for the inconvenience and will continue to try and resolve these issues.?
I am rejecting this response because:First of all, when I was entering the complaint I didn’t call the company I went to the store and talked to them there. Whatever you entered in the system is false information because it clearly states you can feel the backboard on the couch. When the first time tech came out to take a look why our waist hits the board, there was couple spots where the “leather” peeled. He took a marker filled it in and you couldn’t notice it. If this would be leather it would not peel this fast. We liked becks and though it was a good quality store but ends up the opposite. However, this is not a reliable product! We need our money back. We do not want it back. Talk to the manufacture and return our money! This is not good quality and who knows what type of leather this will be in reality so I will not take the risk of returning this couch because I won’t have a warranty also I don’t want problems like this. The company says one thing and the completely opposite happens. Since they are in “new” condition, sell it to other costumer but we demand our money back! For this crazy price real leather wouldn’t peel this fast. Can you please help us out? Our friends have couches with a 100% leather and theirs is lasting them still for the past 5 years although ours looks like crap. We are decent people, if we paid this much money we would want to good furniture. We paid this much money for couches. Beck’s Furniture gave us so much headaches, stress and problems for the past 6 months. I truly hope we can resolve this problem.
We have received 3 seat covers and one inback and outback for one of the seats. These will be replaced. We are scheduled to be in the customers home on 8/20/2016.
The product in the customers home has the same appearance as our showroom and all of our available inventory. It is a soft loose seat. We do not want to exchange the set in the home for new inventory from stock due to the fact that it will feel the same as the set in the home. We are willing to...
exchange the sectional for the floor model, with a $100.00 discount, as a courtesy with the understanding that we will only do this one time.
The customer is told at the point of sale to pick a day that someone over the age of eighteen can be available all dayWe use a computer routing system that does not allow us to enter time framesWe also tell them that they will get a call two days prior to their delivery date with a four hour windowThis is not an opportunity to reschedule, it is simply a courtesy call to let them know the approximate time frame. This customer acknowledged that they received the computer generated phone callThis happens two days prior to their delivery dateAt that point it is too late to reschedule without the re-delivery fee
I am rejecting this response because:Beck's is in denial of the major structural problems that exist with this furniture. They repeatedly state the set has been repaired to factory specifications or better but we are the ones that see and feel the deficiencies. We can no longer continue to debate the facts of their opinion and our reality and plan to take steps towards legal action in this matter
This customer's set is factory normalWe sent a service technician to verify and that was his findingsWe did authorize as a courtesy an opportunity for the customer to exchange the merchandiseThey would however, be subject to a restocking feeThe customer has declined and it has been so long
now that we can no longer allow the set to be exchangedWe closed the service.I have included photos of the sofa
We have determined that the rails were shipped incorrectly by the manufacturer and have set up and exchange of the rails
We facilitated the manufacturer' warranty by replacing the mechanismWith regards to the "protection plan" not a "warranty" It is designed to be used in the event of an accidentIt does not cover wear and tear or manufacture defects
We replaced the sleeper mechanism and the product is now
factory normalThe comfort of the bed is not a defect it is factory normalThere is no further warranty issue that has been stated so there is nothing further for us to do
This customer purchased a roll away bed and used it for five daysOur policies are clearly written on the back of our invoices and customers are asked to sign the invoice acknowledging they have read and understand those policies at the point of purchaseI have attached a copy of our invoice back
that has our return policy listed under "Bedding"We cannot allow a return of this product as it is factory and we cannot return bedding unless there is a manufacturer defect
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
I have contacted Citibank Visa Credit Card company and they have confirmed that they have received the refund of $259.75.Thank you for your help and support.George WEvans
This customer was financed through [redacted], they are a third party finance company that works with customers with sub-prime credit. We have only one sales order in our system for this customer with no additional charges. It sounds like she has defaulted on her payment plan with RAC acceptance...
and is dealing with them. We show no communication with her since the delivery of the sale.Unless there is something wrong with the original order as delivered, the customer will have to deal with the finance company not us.
Customers are informed that the ETA is an estimated time of delivery. We do not control the factories and we cannot be certain of a time frame.Furthermore we inform a customer that takes partial delivery on a set that they cannot return the items if the remaining product is delayed. We encourage...
customers to re-select to product that is completely in stock if that is a problem. The final piece of this customers product has been in stock since February 26th. They were informed and have set delivery for March 10th.
This customer purchased the sectional and the 5 yr Protection Plan. They had an incident that broke the frame of the piece in question.They filed a claim with the protection plan company and the...
were originally denied. We intervened on behalf of the customer and were able to help resolve this issue. The piece was repaired and returned to factory specifications on Aug 4th. We called and left a message to set delivery on that day. The customer returned the call on Aug. 8th and the clerical was to have set the delivery for the 15th. Unfortunately the clerical staff failed to commit the change to the order in our system and therefore did not set the order for delivery. When the customer contacted us on the 15th we set delivery for the next available date of the 21rst and forwarded the information to management. After management review we were able to move the delivery forward to the 19th and this delivery was completed without incident.We credited the customer $100.00 for the inconvenience. This issue is resolved no further credits or returns will be authorized.
We apologize for the miss communication and delay. I see in the service notes that we are working with the factory on getting credit authorized. Notes reflect that the customer was contacted on 1-26-18 and informed that the factory has authorized a partial credit, but we are pushing for a...
full refund and that we will contact the customer as soon as we hear back.
This customer has a small stain on the "deck" of the chaise. Not a cushion, the actual black deck that is under the cushion and is never exposed. Our first attempt to exchange unfortunately had a similar stain. We have pulled more new stock and found one that is perfect and are attempting to set...
delivery on it now.
We do apologize for the inconvenience, the sales associate is relatively new and used the mattress only item number when entering the sale in our computer. We have gone over this with the associate and they are aware of their mistake and how to prevent this from happening in the future.I am not sure what happened with the phones we are still testing our system. Regarding the delivery time frame, we do not have the ability to set specific time frames this is due to the fact that the routes are computer generated. This is explained at the point of sale and also noted on the back of the sales order so I am not sure what more can be done to inform our customers that we cannot set specific delivery time frames.Again we apologize for the inconvenience and will continue to try and resolve these issues.?
I am rejecting this response because:First of all, when I was entering the complaint I didn’t call the company I went to the store and talked to them there. Whatever you entered in the system is false information because it clearly states you can feel the backboard on the couch. When the first time tech came out to take a look why our waist hits the board, there was couple spots where the “leather” peeled. He took a marker filled it in and you couldn’t notice it. If this would be leather it would not peel this fast. We liked becks and though it was a good quality store but ends up the opposite. However, this is not a reliable product! We need our money back. We do not want it back. Talk to the manufacture and return our money! This is not good quality and who knows what type of leather this will be in reality so I will not take the risk of returning this couch because I won’t have a warranty also I don’t want problems like this. The company says one thing and the completely opposite happens. Since they are in “new” condition, sell it to other costumer but we demand our money back! For this crazy price real leather wouldn’t peel this fast. Can you please help us out? Our friends have couches with a 100% leather and theirs is lasting them still for the past 5 years although ours looks like crap. We are decent people, if we paid this much money we would want to good furniture. We paid this much money for couches. Beck’s Furniture gave us so much headaches, stress and problems for the past 6 months. I truly hope we can resolve this problem.
We have received 3 seat covers and one inback and outback for one of the seats. These will be replaced. We are scheduled to be in the customers home on 8/20/2016.
I have attached the original front of our invoice with the customers signature. As I stated we cannot refund and allow return of bedding.
We have resolved the issue with this customer.
The product in the customers home has the same appearance as our showroom and all of our available inventory. It is a soft loose seat. We do not want to exchange the set in the home for new inventory from stock due to the fact that it will feel the same as the set in the home. We are willing to...
exchange the sectional for the floor model, with a $100.00 discount, as a courtesy with the understanding that we will only do this one time.
This customer was already processed for a refund of her delivery fee and a new unit was delivered on December 27, 2015.
The customer has been authorized a re-selection and the product is scheduled to be picked up tomorrow.