I am rejecting this response because:
1. 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 cheated intentionally and failed to disclose.
2. 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. 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. Beck's Furniture also did not comply with the Revdex.com's 7 day respond policy because of holidays. It took them 14+ days to respond. Where they punished for the failure to act in timely manners?
We apologize for the inconvenience, there was a mix up in the shop and the sofa was tagged wrong. We did deliver the sofa and finalized the service.As a courtesy we issued a refund in the amount of $100.00 for the inconvenience.
The following is taken from the manufactures website. It lists the material as 100% leather in the areas you sit or touch. Also note that the comment in the document provided by the customer referencing feeling the frame when you sit, is what we entered into our system as the "complaint" given by the customer at the time they called in.We have replaced all the defective leather and more with new factory issued parts. We have asked the customer to come and inspect the merchandise but they refuse.The set is in new condition and waiting to be delivered at the customers convenience.Cover Name: Elemen(52%)Location: Cushions, Inside Backs and ArmsCleaning Code: - NAContents: leather(100%) Cover Name: PVC (Elemen)(48%)Location: Arms and BacksCleaning Code: - NAContents: polyester(31%)pvc(69%)
These are the notes from our system, we contacted the customer on Feb2nd to pay their balance and pick up all of their merchandise. They failed to do so and we unreserved the daybed. Two 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 April. We contacted them on April 19th and let them know the daybed was now available. I 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 it. I apologize it is the color of our order forms. There was not written or implied contract that was broken. We 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#1 KPC CHGD TO KPCC BY RAG ON ALL LINES FOUND. 06-JAN-2015||LM TO PAY BALANCE AND P/U MERCH.... KPCC 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 #5 (SKU #[redacted]) UNRESERVED FROM 00-X15308 BY JTG. 11-FEB-2015||PICKUP DATE CHANGE FROM 30-DEC-2049 TO 14-FEB-2015 BY CMBX. 14-FEB-2015| Customer picked up Sofa and Loveseat. Knew that daybed was backordered.|IVC CNT:1 PU:0 EMP:CMBX APP:LRM SCR:SOM CON:pts/265 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 CUST. LET 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 MAY. PLEASE 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]
I am rejecting this response because:I believe I will still receive another stained item from this company. It has taken them more than three months to attempt to solve this issue. I am no longer taking time out of my schedule to wait around for a delivery guy when there is a high likelihood they will delivery damaged goods.I simply want a full refund for the cost, delivery, and tax that I paid for the couch. $628.16I no longer want to prolong this issue. This whole situation has left me very frustrated. I suffer from anxiety and do not need additional stress during this busy holiday season. Sincerely,Angelina Arrieta
We are rejecting your response for multiple reasons that I will further explain in detail below. After receiving our mattress order incomplete we took the time to contact the business to find out why. While I completely understand that the order was placed into the system incorrectly, this wasn't the primary issue that prompted my complaint. We called Becks after the delivery that day, and my fiance was then hung up on multiple times by your customer service department. Once he asked to speak with a manager he was finally transferred to [redacted] to discuss the issue. We also understand that it is policy to not give out a specific time for delivery, and it may be on the back of the receipt stating that. We were told by a representative of YOUR company that the new delivery would be set for Monday at 5:30pm, and we didn't question that because of the fact that the error was made by YOUR company. We both received a phonecall on Monday at 1:00pm informing us the delivery truck would be at our house in 10 minutes. My fiance took the time to go ahead and call the store to find out what was going on.He spoke with a CSR, and was then transferred to the Delivery Manager. The Delivery Manager informed him that the latest that he could deliver this item was 3:30pm thatday, and that if that didn't work there would have to be a reschedule, which would include a fee. At one point in the conversation a response from the Delivery Manager was made towards my fiance in a very aggressive and challenging way. He was not only disrespectful during this phone call, but lacked all remorse toward the fact that it was HIS company that messed this up for now a second time. Never once apologizing or attempting to actually find a resolution that worked for everyone. I then took the time to call the store because I had adjusted my work schedule that day to adhere to the delivery time that was given to us. Meaning that if we had to indeed reschedule again, I would then be out money because of it. When I called I spoke with a CSR, who then transferred me to the Delivery Manager. When I spoke with him he said that he couldn't deliver it past 3:30pm, but could reschedule for Thursday. Again lacking all ability to present any compassion or remorse toward your customers. I told him this was unacceptable because this was something that was messed up by Becks and has now affected my income. I informed him that something would need to be figured out today, and that this item would need to be delivered today. He placed me on hold for a few minutes before someone picked up and said, “This is [redacted]”. That was it, no other introduction. After asking who he actually was, he informed me that he was the Store Manager. I told him the issue that we were having and he apologized for the “miscommunication” withabsolutely no genuine aspect to the apology in the slightest. He placed me on hold to see if there was any “discount” that he could offer. After coming back he informed me that because we took advantage of a promotion in your store, where delivery was free if you spent over $899.00, he could not offer anything. I told him that this situation was unacceptable and that if that were the case we would need to go ahead and return this item. His response was, “Okay, well go ahead and contact our customer service department to set that up because I don't want anymore miscommunication. Thank you”. No sincerity in anything that he said and the attitude of “I don't really care that you're having this issue, so let me pass you off”. I contacted the customer service department and was informed that the store does not accept mattress returns. Convenient. While I understand why mattresses are unable to be returned, do you not think that should have been mentioned to me by the STORE MANAGER? I informed her that I had spoken with [redacted], and she said she would get in contact with him and her manager and get back to me. I never received any call back from any CSR about the return. After speaking with my fiance we decided that it was too much stress and chaos and to just reschedule the delivery. My fiance called and spoke with the Delivery Manager, who then told him that he wouldn't be able to reschedule the delivery until the merchandise was back at the store. Even though when I spoke with him the day prior he was ready to reschedule us. He told my fiance that once it came back though no one would be there to reschedule and that he would call him in the morning to do it. Of course the next day a call was never received for the reschedule. My fiance then called the store again and spoke with [redacted] our salesman, after being hung up on AGAIN by your CSR. He informed us that there would be a $107.00 delivery fee added onto it, and that he would speak with his manager to get that taken off. After he spoke with his manager he took off the fee, and then rescheduled the delivery for Thursday. I requested that his manager give me a call that day to explain to me what happened with everything and why. I received a phone call later that day from your sales manager [redacted]. He graciously apologized for the entire situation with pure sincerity in his voice. He was the FIRST of your employees to actually genuinely apologize for the situation, and come up with a plan to find a solution. He was the FIRST of your employees to listen to my concerns and frustrations, apologize, and come up with a resolution. He informed me he would call me Saturday to make sure that our delivery went well, and to give me the update on the discussions being had with the owner, vp, and other managers about this situation. He was the FIRST of your employees to make an effort to follow through with us. We are rejecting your response to this issue because the service we received was not only disrespectful and unethical, but purely ridiculous. The primary focus of profit based businesses SHOULD be customer satisfaction, and that was vastly lacking with your company. It took us three weeks to receive our entire order that we purchased for over $900.00. We spoke with three different managers with your store, and only ONE presented any sign of customer service or attempt at a resolution that worked for everyone. My fiance was hung up on multiple times by your CSRs, and primarily one named [redacted]. While you can make the excuse that it was the “phone system” this seems to be a WIDELY known issue with your company per Yelp reviews. We were return customers that have spent a decent amount of money, planned to do so in the future, and sent a lot of people your way. It took this one week of pure chaos to keep us from ever stepping foot inside your store again. Between the two of us we have over two decades of customer service background, and are both absolutely appalled at the way we were treated. We were both absolutely appalled that your Delivery Manager had the audacity to challenge my fiance. We will also be telling our story to many people that we know, and urge them to take their business elsewhere. Because of the lack of training, and customer service skills displayed by Becks Furniture you will be losing profit. Our only hope for this situation is that you take the issues that I have listed out, and implement a plan to make sure they DO NOT happen to anyone else. Thank you.
because: There was no waiver with Beck's Furniture. Our floors were in perfect condition upon the delivery drivers delivering our couches. Had the one couch not been faulty already, hence, no leg, the damage to our flooring would not have happened. We are seeking entire replacement of our floors through [redacted] the original installers, and Beck's Furniture will pay the entire bill. We had no damage prior to faulty merchandise being scooted across our brand new wood floors. I want a direct phone number of someone to discuss this further. Was told that their insurance company would have gotten a hold of us. NO ONE has called. Thank you,[redacted]
I am responding to my complaint towards Beck's Furniture.I am not in agreement that Beck's only refund the amount for the bed. I want everything that I paid them. Since I followed through with my part of the agreement of 45 days of which they did not. I want everything that I paid them including the amount paid for the sofas- $1,700.
This sofa is not leather it is a polyurethane blend. We brought the set in for repairs and it was noted that there was no fading rather it had some sort of residue on it. We cleaned the areas and restored the set to factory normal condition. Once the customer contacted us again we initiated the...
replacement of the seat and back covers per the factory warranty. We will warrant the replaced covers from the date of repair so the customer can be assured that should the new covers fail we will authorize a re-selection.
This customer purchased in December of 2011, she contacted us March 10 of 2016 and scheduled a technician to inspect the mattress on March 30th. On March 29th she called and rescheduled the technician for April 15th. On April 14th she called and rescheduled for April 27th. All of these calls were...
answered and a resolution was attempted. On April 27th she called again to reschedule minutes before the technician was due in the home. This call did not make it to our technician in time. Our records show and the customer acknowledged in a phone call with our customer service manager, that her copy of the report that her son signed, shows our technician was in the home from 10:30 to 10:45.The state of California does not allow us to handle product with bodily fluids on them. Every mattress vendor has a disclaimer on their warranty and we let our customers know at the point of sale and during the customer service call that any stains on a mattress will void the warranty. Furthermore this customer has used the mattress warranty two other times as noted in her statement. Both time she was made aware of the fact that the mattress has to be free of stains.There is nothing further that we can do with this mattress.
We have contacted the customer and apologized for the misunderstanding. We also informed her that we have ordered the feet for the nightstand and will be delivering the foot-board and feet for the nightstand when they arrive.The customer seems satisfied
This customer was delivered the set on the 12th of February in the afternoon. We logged a call on the 13th of February at which time the customer informed us of the problem and that they had modified the rails to effect a repair. We offered to exchange the rails with new ones and the customer...
refused.We were not given an opportunity to correct the problem and therefore will not be refunding the customer the money requested. We will offer the customer a refund in the amount of $100.00 for their inconvenience.
We are sorry to hear this customer is upset, however, it is documented on the invoice that the customer signed acknowledging that they were aware of the policies stated on the back of the invoice. Paragraph 7. is titled "Delivery Information" in this paragraph it states "If you cancel this...
delivery within 48 hours of your delivery date, you will be charged a cancellation fee of $25.00 or up to 10% of the merchandise subtotal, whichever is greater." Our deliveries are set by a computer and there is no way to allow for time frames. This policy is explained at the point of sale.For you information I have verified with our accounting department and this customer was not charged a re-delivery fee. If they have evidence to the contrary we would be glad to look into the situation further.
This letter is in response to the letter I received from the Revdex.com. It is dated April 25, 2015.As I've stated before on February 04, 2015 I went back to Beck's Furniture store after putting a trendal desk on hold in 02-04-15 amount. $51.00.The salesman, [redacted], informed my granddaughter and myself that I had only purchased 1/2 a bed! He insisted the bed was sold as two seperate pieces. This created a lot of confusion! After much discussion his manage Travis in for more [redacted] this is not true.I am disabled, Ive had 10 spinal fusions and 2 steel rods in my back. 2 infrase. [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 $60.00 Beck's would deliver the bed and it would come with a 2 year warranty. We then picked up 2 mattresses and sit up a delivery date. The delivery went without incident.That night my granddaughter and I discovered he trundel part of the bed would not slide out. The next day we called Becks and they informed me that they would send someone out to assess the problem. Approximately four to five days later a man came out and said yes, we did have a problem. There has never been any offer to fix this problem, I have left messages on Beck's answering machine. No one has answered or returned my calls. In their letter they state, they offer to exchange the mattress, this is not true. I am afraid the bed itself has been compromised, it should still be under warranty. Thank you for your time, I am suprised Becks dishonesty int his matter.Sincerely,[redacted]
I am rejecting this response because:The response is the first correspondence since my purchase and an appointment has been set for the 16th. But I still want my...
complaint against this business applied as this could have been addressed and corrected when I first notified them. Due to their non communicating with me until filing this complaint, I've have been inconvenienced, missed work, had to pay for an air mattress due to the first delivery being the wrong bed per the Sales Associate. I have been made feel sexually harassed and if at this point this is outside the scope of this particular complaint, could you please advise who I can pursue my compliant with since Becks does not feel the need to maintain a good customer service practice with their customers.Thank you,[redacted]
I am rejecting this response because:
1. 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 cheated intentionally and failed to disclose.
2. 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. 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. Beck's Furniture also did not comply with the Revdex.com's 7 day respond policy because of holidays. It took them 14+ days to respond. Where they punished for the failure to act in timely manners?
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 inconvenience, there was a mix up in the shop and the sofa was tagged wrong. We did deliver the sofa and finalized the service.As a courtesy we issued a refund in the amount of $100.00 for the inconvenience.
The following is taken from the manufactures website. It lists the material as 100% leather in the areas you sit or touch. Also note that the comment in the document provided by the customer referencing feeling the frame when you sit, is what we entered into our system as the "complaint" given by the customer at the time they called in.We have replaced all the defective leather and more with new factory issued parts. We have asked the customer to come and inspect the merchandise but they refuse.The set is in new condition and waiting to be delivered at the customers convenience.Cover Name: Elemen(52%)Location: Cushions, Inside Backs and ArmsCleaning Code: - NAContents: leather(100%) Cover Name: PVC (Elemen)(48%)Location: Arms and BacksCleaning Code: - NAContents: polyester(31%)pvc(69%)
These are the notes from our system, we contacted the customer on Feb2nd to pay their balance and pick up all of their merchandise. They failed to do so and we unreserved the daybed. Two 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 April. We contacted them on April 19th and let them know the daybed was now available. I 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 it. I apologize it is the color of our order forms. There was not written or implied contract that was broken. We 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#1 KPC CHGD TO KPCC BY RAG ON ALL LINES FOUND. 06-JAN-2015||LM TO PAY BALANCE AND P/U MERCH.... KPCC 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 #5 (SKU #[redacted]) UNRESERVED FROM 00-X15308 BY JTG. 11-FEB-2015||PICKUP DATE CHANGE FROM 30-DEC-2049 TO 14-FEB-2015 BY CMBX. 14-FEB-2015| Customer picked up Sofa and Loveseat. Knew that daybed was backordered.|IVC CNT:1 PU:0 EMP:CMBX APP:LRM SCR:SOM CON:pts/265 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 CUST. LET 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 MAY. PLEASE 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]
I am rejecting this response because:I believe I will still receive another stained item from this company. It has taken them more than three months to attempt to solve this issue. I am no longer taking time out of my schedule to wait around for a delivery guy when there is a high likelihood they will delivery damaged goods.I simply want a full refund for the cost, delivery, and tax that I paid for the couch. $628.16I no longer want to prolong this issue. This whole situation has left me very frustrated. I suffer from anxiety and do not need additional stress during this busy holiday season. Sincerely,Angelina Arrieta
We are rejecting your response for multiple reasons that I will further explain in detail below. After receiving our mattress order incomplete we took the time to contact the business to find out why. While I completely understand that the order was placed into the system incorrectly, this wasn't the primary issue that prompted my complaint. We called Becks after the delivery that day, and my fiance was then hung up on multiple times by your customer service department. Once he asked to speak with a manager he was finally transferred to [redacted] to discuss the issue. We also understand that it is policy to not give out a specific time for delivery, and it may be on the back of the receipt stating that. We were told by a representative of YOUR company that the new delivery would be set for Monday at 5:30pm, and we didn't question that because of the fact that the error was made by YOUR company. We both received a phonecall on Monday at 1:00pm informing us the delivery truck would be at our house in 10 minutes. My fiance took the time to go ahead and call the store to find out what was going on.He spoke with a CSR, and was then transferred to the Delivery Manager. The Delivery Manager informed him that the latest that he could deliver this item was 3:30pm thatday, and that if that didn't work there would have to be a reschedule, which would include a fee. At one point in the conversation a response from the Delivery Manager was made towards my fiance in a very aggressive and challenging way. He was not only disrespectful during this phone call, but lacked all remorse toward the fact that it was HIS company that messed this up for now a second time. Never once apologizing or attempting to actually find a resolution that worked for everyone. I then took the time to call the store because I had adjusted my work schedule that day to adhere to the delivery time that was given to us. Meaning that if we had to indeed reschedule again, I would then be out money because of it. When I called I spoke with a CSR, who then transferred me to the Delivery Manager. When I spoke with him he said that he couldn't deliver it past 3:30pm, but could reschedule for Thursday. Again lacking all ability to present any compassion or remorse toward your customers. I told him this was unacceptable because this was something that was messed up by Becks and has now affected my income. I informed him that something would need to be figured out today, and that this item would need to be delivered today. He placed me on hold for a few minutes before someone picked up and said, “This is [redacted]”. That was it, no other introduction. After asking who he actually was, he informed me that he was the Store Manager. I told him the issue that we were having and he apologized for the “miscommunication” withabsolutely no genuine aspect to the apology in the slightest. He placed me on hold to see if there was any “discount” that he could offer. After coming back he informed me that because we took advantage of a promotion in your store, where delivery was free if you spent over $899.00, he could not offer anything. I told him that this situation was unacceptable and that if that were the case we would need to go ahead and return this item. His response was, “Okay, well go ahead and contact our customer service department to set that up because I don't want anymore miscommunication. Thank you”. No sincerity in anything that he said and the attitude of “I don't really care that you're having this issue, so let me pass you off”. I contacted the customer service department and was informed that the store does not accept mattress returns. Convenient. While I understand why mattresses are unable to be returned, do you not think that should have been mentioned to me by the STORE MANAGER? I informed her that I had spoken with [redacted], and she said she would get in contact with him and her manager and get back to me. I never received any call back from any CSR about the return. After speaking with my fiance we decided that it was too much stress and chaos and to just reschedule the delivery. My fiance called and spoke with the Delivery Manager, who then told him that he wouldn't be able to reschedule the delivery until the merchandise was back at the store. Even though when I spoke with him the day prior he was ready to reschedule us. He told my fiance that once it came back though no one would be there to reschedule and that he would call him in the morning to do it. Of course the next day a call was never received for the reschedule. My fiance then called the store again and spoke with [redacted] our salesman, after being hung up on AGAIN by your CSR. He informed us that there would be a $107.00 delivery fee added onto it, and that he would speak with his manager to get that taken off. After he spoke with his manager he took off the fee, and then rescheduled the delivery for Thursday. I requested that his manager give me a call that day to explain to me what happened with everything and why. I received a phone call later that day from your sales manager [redacted]. He graciously apologized for the entire situation with pure sincerity in his voice. He was the FIRST of your employees to actually genuinely apologize for the situation, and come up with a plan to find a solution. He was the FIRST of your employees to listen to my concerns and frustrations, apologize, and come up with a resolution. He informed me he would call me Saturday to make sure that our delivery went well, and to give me the update on the discussions being had with the owner, vp, and other managers about this situation. He was the FIRST of your employees to make an effort to follow through with us. We are rejecting your response to this issue because the service we received was not only disrespectful and unethical, but purely ridiculous. The primary focus of profit based businesses SHOULD be customer satisfaction, and that was vastly lacking with your company. It took us three weeks to receive our entire order that we purchased for over $900.00. We spoke with three different managers with your store, and only ONE presented any sign of customer service or attempt at a resolution that worked for everyone. My fiance was hung up on multiple times by your CSRs, and primarily one named [redacted]. While you can make the excuse that it was the “phone system” this seems to be a WIDELY known issue with your company per Yelp reviews. We were return customers that have spent a decent amount of money, planned to do so in the future, and sent a lot of people your way. It took this one week of pure chaos to keep us from ever stepping foot inside your store again. Between the two of us we have over two decades of customer service background, and are both absolutely appalled at the way we were treated. We were both absolutely appalled that your Delivery Manager had the audacity to challenge my fiance. We will also be telling our story to many people that we know, and urge them to take their business elsewhere. Because of the lack of training, and customer service skills displayed by Becks Furniture you will be losing profit. Our only hope for this situation is that you take the issues that I have listed out, and implement a plan to make sure they DO NOT happen to anyone else. Thank you.
I am rejecting this response...
because: There was no waiver with Beck's Furniture. Our floors were in perfect condition upon the delivery drivers delivering our couches. Had the one couch not been faulty already, hence, no leg, the damage to our flooring would not have happened. We are seeking entire replacement of our floors through [redacted] the original installers, and Beck's Furniture will pay the entire bill. We had no damage prior to faulty merchandise being scooted across our brand new wood floors. I want a direct phone number of someone to discuss this further. Was told that their insurance company would have gotten a hold of us. NO ONE has called. Thank you,[redacted]
I am responding to my complaint towards Beck's Furniture.I am not in agreement that Beck's only refund the amount for the bed. I want everything that I paid them. Since I followed through with my part of the agreement of 45 days of which they did not. I want everything that I paid them including the amount paid for the sofas- $1,700.
I am rejecting this response because there was no apology on the horrible customer service that I received from the sales manager [redacted].
I am rejecting this response because: They still had to come out less than 2 weeks after first correction and repair furniture again.
This sofa is not leather it is a polyurethane blend. We brought the set in for repairs and it was noted that there was no fading rather it had some sort of residue on it. We cleaned the areas and restored the set to factory normal condition. Once the customer contacted us again we initiated the...
replacement of the seat and back covers per the factory warranty. We will warrant the replaced covers from the date of repair so the customer can be assured that should the new covers fail we will authorize a re-selection.
I am rejecting this response because:the damage was on both arm rests,not just hand area...
This customer purchased in December of 2011, she contacted us March 10 of 2016 and scheduled a technician to inspect the mattress on March 30th. On March 29th she called and rescheduled the technician for April 15th. On April 14th she called and rescheduled for April 27th. All of these calls were...
answered and a resolution was attempted. On April 27th she called again to reschedule minutes before the technician was due in the home. This call did not make it to our technician in time. Our records show and the customer acknowledged in a phone call with our customer service manager, that her copy of the report that her son signed, shows our technician was in the home from 10:30 to 10:45.The state of California does not allow us to handle product with bodily fluids on them. Every mattress vendor has a disclaimer on their warranty and we let our customers know at the point of sale and during the customer service call that any stains on a mattress will void the warranty. Furthermore this customer has used the mattress warranty two other times as noted in her statement. Both time she was made aware of the fact that the mattress has to be free of stains.There is nothing further that we can do with this mattress.
We have contacted the customer and apologized for the misunderstanding. We also informed her that we have ordered the feet for the nightstand and will be delivering the foot-board and feet for the nightstand when they arrive.The customer seems satisfied
Due to the misunderstanding we have authorized this customer an exchange of the merchandise.
This customer was delivered the set on the 12th of February in the afternoon. We logged a call on the 13th of February at which time the customer informed us of the problem and that they had modified the rails to effect a repair. We offered to exchange the rails with new ones and the customer...
refused.We were not given an opportunity to correct the problem and therefore will not be refunding the customer the money requested. We will offer the customer a refund in the amount of $100.00 for their inconvenience.
We are sorry to hear this customer is upset, however, it is documented on the invoice that the customer signed acknowledging that they were aware of the policies stated on the back of the invoice. Paragraph 7. is titled "Delivery Information" in this paragraph it states "If you cancel this...
delivery within 48 hours of your delivery date, you will be charged a cancellation fee of $25.00 or up to 10% of the merchandise subtotal, whichever is greater." Our deliveries are set by a computer and there is no way to allow for time frames. This policy is explained at the point of sale.For you information I have verified with our accounting department and this customer was not charged a re-delivery fee. If they have evidence to the contrary we would be glad to look into the situation further.
This letter is in response to the letter I received from the Revdex.com. It is dated April 25, 2015.As I've stated before on February 04, 2015 I went back to Beck's Furniture store after putting a trendal desk on hold in 02-04-15 amount. $51.00.The salesman, [redacted], informed my granddaughter and myself that I had only purchased 1/2 a bed! He insisted the bed was sold as two seperate pieces. This created a lot of confusion! After much discussion his manage Travis in for more [redacted] this is not true.I am disabled, Ive had 10 spinal fusions and 2 steel rods in my back. 2 infrase. [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 $60.00 Beck's would deliver the bed and it would come with a 2 year warranty. We then picked up 2 mattresses and sit up a delivery date. The delivery went without incident.That night my granddaughter and I discovered he trundel part of the bed would not slide out. The next day we called Becks and they informed me that they would send someone out to assess the problem. Approximately four to five days later a man came out and said yes, we did have a problem. There has never been any offer to fix this problem, I have left messages on Beck's answering machine. No one has answered or returned my calls. In their letter they state, they offer to exchange the mattress, this is not true. I am afraid the bed itself has been compromised, it should still be under warranty. Thank you for your time, I am suprised Becks dishonesty int his matter.Sincerely,[redacted]
I am rejecting this response because:The response is the first correspondence since my purchase and an appointment has been set for the 16th. But I still want my...
complaint against this business applied as this could have been addressed and corrected when I first notified them. Due to their non communicating with me until filing this complaint, I've have been inconvenienced, missed work, had to pay for an air mattress due to the first delivery being the wrong bed per the Sales Associate. I have been made feel sexually harassed and if at this point this is outside the scope of this particular complaint, could you please advise who I can pursue my compliant with since Becks does not feel the need to maintain a good customer service practice with their customers.Thank you,[redacted]