We were able to work with the factory to allow us to return this merchandise. The customer has re-selected new furniture and it is being delivered this Sunday.
I am rejecting this response because: Beck's response after their unprofessional response to my calls from day one sums up my entire situation with Beck's Customer Non-Service Department and their policy to ignore the customer and hope they will go away. Well it worked, I'm going away an unhappy, long time customer and I will not be back. I will also share my bad experience with Beck's every chance I get so no other paying customers experience Beck's deplorable business practices and complete lack of customer service. By the way if you actually read my complaint you would know this was not about comfort and the issue with all 3 of the pieces not working because they weren't plugged in? Nice try Beck's but that is an out and out lie. I know how to plug an electrical appliance into the wall. Aside from the fact that Beck's delivery people were supposed to set the pieces up and make sure they worked before they left my house.That is also in writing and I paid for that delivery so I should expect Beck's would stand by their own people not doing what their contract says they will do so don't quote contracts and fine print to me until you've read your part of the contract Beck's. Give me a break, you know I'll never be back!
This customer was sold a Bonded Leather set. I have attached a copy of the price tag that has the description on it. Additionally our associates are very clear on informing our customers what the cover is. This set is beyond the manufacturers one year warranty which is what we facilitate. The...
"protection plan" that the customer purchased is for accidental damages only. It does not cover manufacture defects or normal wear and tear. We will however, authorize a full refund as an "in store" credit only. [redacted]Executive Vice PresidentBeck's FurnitureCell [redacted]
I am rejecting this response because:
1. I did not use the bed for 5 days, as they claim. I simply kept the bed for 5 days, because it was the Thanksgiving and then the Thanksgiving weekend; there were much better things to do. And hence the delay.
2. They write, I quote "Our 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 purchase". I emailed you a copy of the invoice and that document certainly does not bear my signature. Also, their return policy, is not as clear as they claim. On one hand it says "No merchandise will be authorized for return after 72 hours". And right after that it reads "When merchandise is authorized for RETURN, a manager's signature is required. Thus, it's NOT a matter of a consistent policy, but a manager's subjective decision.
3. As I explained before, not only the return policy (about 72 hours)has not been communicated to me by the manager, at the point of purchase, but the manager himself ([redacted]) personally assured me that if I was unhappy with the product, I would be able to return. Nothing about 72 hour deadline, he just said a 10% of the whole cost would be subtracted. Thus, he failed to disclose.
4. Obviously, this retailer has zero respect not only to the customer (me), but also to Revdex.com (trying to deceive Revdex.com/hiding the truth), and to its employee ([redacted]) - they could have let [redacted] to accept the return, just because his assurance of accepting the return (if needed) and his failure to disclose important return policy information to the customer. They do not care about their employee's image.
This is not a "rip off" This company is a privately owned, Single owner organization. The factory denied the claim as customer damage. The wear was in the armrest only where the hands touch. The factories determine this to be caused by use of product i.e. lotions or the oils in their hands that...
react to the color in the leather and therefore not a factory defect. The "protection plan" that the customer purchased was used as an option to replace the product. That is why there is no refund on the protection plan.
This customer is waiting on two chairs that are currently back-ordered with the manufacturer. We will deliver them as soon as possible andwe will refund the customers delivery fee for the inconvenience.
The "footrest" is actually a stretcher designed to hold the chair legs together, not put your feet on or for children to use to climb into the chairs. This was communicated to the customer. As a courtesy to the customer we replaced the legs and stretchers. As evident by the customers complaint they...
have continued to use the stretchers as a "footrest"causing the chairs to break. We will replace the damaged stretchers again provided the customer pays for the replacement parts. Regarding the bunk bed. We have sold almost 300 of these beds starting in 2013, and have not had any problems with them.This bed is designed for children however, the customer has told us that an adult sleeps on the bottom bed. Even though this could be a factor in the bed rail failing, we have ordered a replacement and will complete the repair as soon as possible. This is not defective merchandise and we will not allow a return after nine months of use.
I am rejecting this response because: this is the second bed set that is defected and im scared of getting another defected bed set I will be contacting my lawyer on this matter
I am rejecting this response because: We have sent the photos and we are being bounced around. I will mark this as resolved at the time that our table is fixed. There is no accidental damage, and we have been given the run around until we raised it yup the chain of command. Very unprofessional.
In reply to you email below, I am able to send these pictures to you just now, and I apologize for not sending them any sooner. The reason for this delay was because my nice [redacted] and her husband have been very ill over the holidays and I have been receiving chemo therapy for several months now for a cancer that I am fighting. Today seems a better day for me to take care of this issue.On your email below you stated that Becks furniture replied stating that the customer is using the stretchers to climb up the chairs. As you can see the chairs are very tall and one need to have a foot rest to seat on them. There was no miss use of the chairs on the customer side. Apparently, these chairs are made of such a cheap material that can’t handle even a foot rest weight. This situation wouldn’t have happened if they bought a chairs made of wood; these chairs seems to have been made of a pressed cardboard as you can see on the pictures below. The replacement chair also broke within a few of days use and they want to replace them only if payment is received, but my niece and her husband wouldn’t do such expense for another few days of use again.The bed frame, as you can see on the picture below, has been ripped apart, which indicates the material used is not wood as they stated it is. My niece only weighs 140 pounds and this wouldn’t have happened if the bed was made of wood. They are seeking reimbursement of their funds and the return of these very cheaply made products. Their statement on the back of the invoice states that they only provide quality products to their customers, which is not a true statement.My niece and her husband are a new couple starting a new life, and when they needed to furnish their apartment, they thought they would do better to buy a brand new furniture rather than a used one, using their hard earned money, which now they don’t have to replace them with another furniture. I told them that they would have been better off if they bought the furniture made of real wood at a garage sale or [redacted]I would like to request from you the reopening of this case in consideration of the conditions stated above, and would appreciate you cooperation in helping us get their money back and the return of these products.Thank you so much for all the help you can provide in this situation. If you have any question, would you please call me at the number below? My niece [redacted] and her husband do not speak English, that’s the reason why I am helping them take care of this issueYours truly,[redacted]Aunt of [redacted] and Samuel Aquino[redacted]
We corrected the problem in a reasonable amount of time and refunded the customer $85.72 for the inconvenience. We feel we have taken care of this customer in a reasonable manner and while we apologize for the inconvenience there is nothing further we can do.
Per the customers request, we refunded the balance due of $863.95 to her finance account. If the customers balance due to the finance company is less than $863.95, the finance company will issue a check to the customer for the the balance. This was confirmed with the customer prior to refunding her account.
We have facilitated the factory warranty, there is nothing structurally wrong with the set. We have given the customer a $200.00 credit for the inconvenience, a complete refund is unreasonable.
I believe this has been resolved. According to our reports we serviced the recliner installing a new glide. We have a hardwood floor waiver that customers sign stating they are responsible for protecting their floors when placing furniture directly on it. As a courtesy we sent a technician to...
perform a touch up of the floor. The customer is happy.
Revdex.com:
I have reviewed the response made by the business in reference to my concern, and find that this resolution will be satisfactory once the job of fixing the floor is actually completed Professionally and correctly. I look forward to Becks technician fixing the damage as scheduled. Thanks
We have sold hundreds of these sets over the past several years with no problems. We tried to correct the problem however the customer refused to allow us to exchange the defective rails.We will not refund the money requested.
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 weight. I 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 false 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 out. At 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.
We called and left a message on April 25th that we had authorized an exchange. Our records show that we have not received a call back. The credit is still open and available.Our customer service department will reach out to this customer today to try and schedule the reselection.
We have been working with this customer trying to facilitate the factory warranty. The factory attempted to correct a problem with one of the armrests, unfortunately they were unsuccessful, so our Master Technicians found the problem and corrected it. As a courtesy we re-webbed and sisled the seats...
and added new Dacron toppers to the cores of the whole set. The product is in better condition than factory normal. Still the customer refuses to accept the loveseat. We are willing to offer the customer a $200.00 credit for their inconvenience.
We were able to work with the factory to allow us to return this merchandise. The customer has re-selected new furniture and it is being delivered this Sunday.
I am rejecting this response because: Beck's response after their unprofessional response to my calls from day one sums up my entire situation with Beck's Customer Non-Service Department and their policy to ignore the customer and hope they will go away. Well it worked, I'm going away an unhappy, long time customer and I will not be back. I will also share my bad experience with Beck's every chance I get so no other paying customers experience Beck's deplorable business practices and complete lack of customer service. By the way if you actually read my complaint you would know this was not about comfort and the issue with all 3 of the pieces not working because they weren't plugged in? Nice try Beck's but that is an out and out lie. I know how to plug an electrical appliance into the wall. Aside from the fact that Beck's delivery people were supposed to set the pieces up and make sure they worked before they left my house.That is also in writing and I paid for that delivery so I should expect Beck's would stand by their own people not doing what their contract says they will do so don't quote contracts and fine print to me until you've read your part of the contract Beck's. Give me a break, you know I'll never be back!
This customer was sold a Bonded Leather set. I have attached a copy of the price tag that has the description on it. Additionally our associates are very clear on informing our customers what the cover is. This set is beyond the manufacturers one year warranty which is what we facilitate. The...
"protection plan" that the customer purchased is for accidental damages only. It does not cover manufacture defects or normal wear and tear. We will however, authorize a full refund as an "in store" credit only. [redacted]Executive Vice PresidentBeck's FurnitureCell [redacted]
I am rejecting this response because:
1. I did not use the bed for 5 days, as they claim. I simply kept the bed for 5 days, because it was the Thanksgiving and then the Thanksgiving weekend; there were much better things to do. And hence the delay.
2. They write, I quote "Our 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 purchase". I emailed you a copy of the invoice and that document certainly does not bear my signature. Also, their return policy, is not as clear as they claim. On one hand it says "No merchandise will be authorized for return after 72 hours". And right after that it reads "When merchandise is authorized for RETURN, a manager's signature is required. Thus, it's NOT a matter of a consistent policy, but a manager's subjective decision.
3. As I explained before, not only the return policy (about 72 hours)has not been communicated to me by the manager, at the point of purchase, but the manager himself ([redacted]) personally assured me that if I was unhappy with the product, I would be able to return. Nothing about 72 hour deadline, he just said a 10% of the whole cost would be subtracted. Thus, he failed to disclose.
4. Obviously, this retailer has zero respect not only to the customer (me), but also to Revdex.com (trying to deceive Revdex.com/hiding the truth), and to its employee ([redacted]) - they could have let [redacted] to accept the return, just because his assurance of accepting the return (if needed) and his failure to disclose important return policy information to the customer. They do not care about their employee's image.
This is not a "rip off" This company is a privately owned, Single owner organization. The factory denied the claim as customer damage. The wear was in the armrest only where the hands touch. The factories determine this to be caused by use of product i.e. lotions or the oils in their hands that...
react to the color in the leather and therefore not a factory defect. The "protection plan" that the customer purchased was used as an option to replace the product. That is why there is no refund on the protection plan.
This customer is waiting on two chairs that are currently back-ordered with the manufacturer. We will deliver them as soon as possible andwe will refund the customers delivery fee for the inconvenience.
The "footrest" is actually a stretcher designed to hold the chair legs together, not put your feet on or for children to use to climb into the chairs. This was communicated to the customer. As a courtesy to the customer we replaced the legs and stretchers. As evident by the customers complaint they...
have continued to use the stretchers as a "footrest"causing the chairs to break. We will replace the damaged stretchers again provided the customer pays for the replacement parts. Regarding the bunk bed. We have sold almost 300 of these beds starting in 2013, and have not had any problems with them.This bed is designed for children however, the customer has told us that an adult sleeps on the bottom bed. Even though this could be a factor in the bed rail failing, we have ordered a replacement and will complete the repair as soon as possible. This is not defective merchandise and we will not allow a return after nine months of use.
I am rejecting this response because: this is the second bed set that is defected and im scared of getting another defected bed set I will be contacting my lawyer on this matter
I am rejecting this response because: We have sent the photos and we are being bounced around. I will mark this as resolved at the time that our table is fixed. There is no accidental damage, and we have been given the run around until we raised it yup the chain of command. Very unprofessional.
In reply to you email below, I am able to send these pictures to you just now, and I apologize for not sending them any sooner. The reason for this delay was because my nice [redacted] and her husband have been very ill over the holidays and I have been receiving chemo therapy for several months now for a cancer that I am fighting. Today seems a better day for me to take care of this issue.On your email below you stated that Becks furniture replied stating that the customer is using the stretchers to climb up the chairs. As you can see the chairs are very tall and one need to have a foot rest to seat on them. There was no miss use of the chairs on the customer side. Apparently, these chairs are made of such a cheap material that can’t handle even a foot rest weight. This situation wouldn’t have happened if they bought a chairs made of wood; these chairs seems to have been made of a pressed cardboard as you can see on the pictures below. The replacement chair also broke within a few of days use and they want to replace them only if payment is received, but my niece and her husband wouldn’t do such expense for another few days of use again.The bed frame, as you can see on the picture below, has been ripped apart, which indicates the material used is not wood as they stated it is. My niece only weighs 140 pounds and this wouldn’t have happened if the bed was made of wood. They are seeking reimbursement of their funds and the return of these very cheaply made products. Their statement on the back of the invoice states that they only provide quality products to their customers, which is not a true statement.My niece and her husband are a new couple starting a new life, and when they needed to furnish their apartment, they thought they would do better to buy a brand new furniture rather than a used one, using their hard earned money, which now they don’t have to replace them with another furniture. I told them that they would have been better off if they bought the furniture made of real wood at a garage sale or [redacted]I would like to request from you the reopening of this case in consideration of the conditions stated above, and would appreciate you cooperation in helping us get their money back and the return of these products.Thank you so much for all the help you can provide in this situation. If you have any question, would you please call me at the number below? My niece [redacted] and her husband do not speak English, that’s the reason why I am helping them take care of this issueYours truly,[redacted]Aunt of [redacted] and Samuel Aquino[redacted]
We corrected the problem in a reasonable amount of time and refunded the customer $85.72 for the inconvenience. We feel we have taken care of this customer in a reasonable manner and while we apologize for the inconvenience there is nothing further we can do.
Per the customers request, we refunded the balance due of $863.95 to her finance account. If the customers balance due to the finance company is less than $863.95, the finance company will issue a check to the customer for the the balance. This was confirmed with the customer prior to refunding her account.
We have facilitated the factory warranty, there is nothing structurally wrong with the set. We have given the customer a $200.00 credit for the inconvenience, a complete refund is unreasonable.
I believe this has been resolved. According to our reports we serviced the recliner installing a new glide. We have a hardwood floor waiver that customers sign stating they are responsible for protecting their floors when placing furniture directly on it. As a courtesy we sent a technician to...
perform a touch up of the floor. The customer is happy.
Revdex.com:
I have reviewed the response made by the business in reference to my concern, and find that this resolution will be satisfactory once the job of fixing the floor is actually completed Professionally and correctly. I look forward to Becks technician fixing the damage as scheduled. Thanks
We have sold hundreds of these sets over the past several years with no problems. We tried to correct the problem however the customer refused to allow us to exchange the defective rails.We will not refund the money requested.
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 weight. I 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 false 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 out. At 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.
We called and left a message on April 25th that we had authorized an exchange. Our records show that we have not received a call back. The credit is still open and available.Our customer service department will reach out to this customer today to try and schedule the reselection.
We have been working with this customer trying to facilitate the factory warranty. The factory attempted to correct a problem with one of the armrests, unfortunately they were unsuccessful, so our Master Technicians found the problem and corrected it. As a courtesy we re-webbed and sisled the seats...
and added new Dacron toppers to the cores of the whole set. The product is in better condition than factory normal. Still the customer refuses to accept the loveseat. We are willing to offer the customer a $200.00 credit for their inconvenience.