We have contacted the Manufacturer on behalf of the customer asking them to allow the customer to exchange this sectional. We are waiting for the response.
Consumer states that the business has contacted him directly. They have came to his home to pick up the sectional and offered a store credit towards a future purchase. Consumer accepted offer and considers the matter resolved.
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, although it did take approximately one month before action was taken and several, several phone calls by me to the company.
I am rejecting this response because: [redacted],I was on the phone when they called. All they did was leave a message asking me to call them to schedule the drop off the chaise platform. Ignoring all of my other requests. I called Consumer Affairs and they haven't assigned a rep to my case yet. So possibly they might be able to get some of my money back or reprimand them in some way. I'd like Beck's to ship the chaise platform to me. I am not waiting around for delivery. The chase is probably 3'x3' or less. It's not large, so it can be shipped. If the replacement is defective, they can come and pick it up. I have several birthdays, including my own, plus Christmas to prepare for, so I have very limited time this month. They haven't compromised at all, so this is my final offer. I'm personally done with their absolute disregard for any common courtesy or customer service. They are losing a customer and possibly ensuring a lawsuit from me. I appreciate your help with all of this.Regards,[redacted]
Although our customers sign a hardwood floor waiver, that outlines the customers responsibility to protect their floors from damage,we have authorized a local company specializing in replacing hardwood floors to reach out to this customer to resolve the issue.
We contacted your company Mid-March asking for a technician to come out and inspect our couch because when we sit down our spinal area hits the backboards. I never said the couch is soft. The guy came out and put a piece of foam saying that now our backs won’t hit the boards. We have a paper proving that he made comments claiming you can feel the frame’s backboard. I don’t know where you got that FALSE information about our couch set being soft. When it is noted in the paper clearly. In early September we contacted customer service the second time stating that our couches are peeling although they didn’t ask for evidence. They told us a technician will come out and take a look. A technician came out and he took pictures of the couch. We have a video when it started peeling. Four months later the couch got even worse. I demand your company to take it back because it is not real leather. Real leather doesn’t get messed up as fast such as ours did. We are refusing to take it back because we don’t want to have this problem again. You are saying where you sit and touch is real leather although that can’t be true because it started peeling where we sit. When we got the couches those were the same exact words we were told. We paid so much money for that couch knowing that they will last for at least couple years, however they turned out being awful. We spent all our holidays for almost 2 months without couches sitting on the floor with 5 minor children. When we are gathering in the evening the whole family sits on the uncomfortable floor. We are not satisfied with your service. We have some proof of evidence attachments.
This customer purchased the "Protection Plan" and was given a policy brochure. I have attached a copy of these brochures for your reference. As you can see under the title "What Is Not Covered," and in the section titled "Improper Maintenance, Care or Misuse." line item number five states:...
"Stains or damage caused by animals, except pet bodily fluid stains. However, repetitive bodily fluid stains are considered preventable occurrences and will not be eligible for service."This exception is very common among protection plan providers and our staff are very aware of the necessity to explain the difference between a protection plan and a warranty. This was explained at the point of sale and is further explained in the customers copy of their policy as shown in the attachment. Unfortunately there is nothing we can do to further assist this customer.
I am rejecting this response because: I see the same response from Beck s furniture which am not satisfied as they show no concern regarding the complaint and I definitely not want to return a used item. They said it was an old issue but they did not respond by email for a month which made me complaint to Revdex.com. Am expecting a compensation for a product which does not meet the requirements and made me to and fro with phone calls and follow up.
We were able to convince the factory to assist this customer, we exchanged their merchandise on the 16th of February. Thank you for your help in resolving this matter,
We are open for delivery seven days a week so weekends are an option if the customer is not available during the week. We cannot ship the merchandise via common carrier due to the fact that we cannot assume liability in the event that merchandise is lost,stolen or damaged.We have left several messages and are waiting to hear back so that we can set up the delivery.
We have contacted the Manufacturer on behalf of the customer asking them to allow the customer to exchange this sectional. We are waiting for the response.
Consumer states that the business has contacted him directly. They have came to his home to pick up the sectional and offered a store credit towards a future purchase. Consumer accepted offer and considers the matter resolved.
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, although it did take approximately one month before action was taken and several, several phone calls by me to the company.
I am rejecting this response because: [redacted],I was on the phone when they called. All they did was leave a message asking me to call them to schedule the drop off the chaise platform. Ignoring all of my other requests. I called Consumer Affairs and they haven't assigned a rep to my case yet. So possibly they might be able to get some of my money back or reprimand them in some way. I'd like Beck's to ship the chaise platform to me. I am not waiting around for delivery. The chase is probably 3'x3' or less. It's not large, so it can be shipped. If the replacement is defective, they can come and pick it up. I have several birthdays, including my own, plus Christmas to prepare for, so I have very limited time this month. They haven't compromised at all, so this is my final offer. I'm personally done with their absolute disregard for any common courtesy or customer service. They are losing a customer and possibly ensuring a lawsuit from me. I appreciate your help with all of this.Regards,[redacted]
Although our customers sign a hardwood floor waiver, that outlines the customers responsibility to protect their floors from damage,we have authorized a local company specializing in replacing hardwood floors to reach out to this customer to resolve the issue.
We contacted your company Mid-March asking for a technician to come out and inspect our couch because when we sit down our spinal area hits the backboards. I never said the couch is soft. The guy came out and put a piece of foam saying that now our backs won’t hit the boards. We have a paper proving that he made comments claiming you can feel the frame’s backboard. I don’t know where you got that FALSE information about our couch set being soft. When it is noted in the paper clearly. In early September we contacted customer service the second time stating that our couches are peeling although they didn’t ask for evidence. They told us a technician will come out and take a look. A technician came out and he took pictures of the couch. We have a video when it started peeling. Four months later the couch got even worse. I demand your company to take it back because it is not real leather. Real leather doesn’t get messed up as fast such as ours did. We are refusing to take it back because we don’t want to have this problem again. You are saying where you sit and touch is real leather although that can’t be true because it started peeling where we sit. When we got the couches those were the same exact words we were told. We paid so much money for that couch knowing that they will last for at least couple years, however they turned out being awful. We spent all our holidays for almost 2 months without couches sitting on the floor with 5 minor children. When we are gathering in the evening the whole family sits on the uncomfortable floor. We are not satisfied with your service. We have some proof of evidence attachments.
This customer purchased the "Protection Plan" and was given a policy brochure. I have attached a copy of these brochures for your reference. As you can see under the title "What Is Not Covered," and in the section titled "Improper Maintenance, Care or Misuse." line item number five states:...
"Stains or damage caused by animals, except pet bodily fluid stains. However, repetitive bodily fluid stains are considered preventable occurrences and will not be eligible for service."This exception is very common among protection plan providers and our staff are very aware of the necessity to explain the difference between a protection plan and a warranty. This was explained at the point of sale and is further explained in the customers copy of their policy as shown in the attachment. Unfortunately there is nothing we can do to further assist this customer.
I am rejecting this response because: I see the same response from Beck s furniture which am not satisfied as they show no concern regarding the complaint and I definitely not want to return a used item. They said it was an old issue but they did not respond by email for a month which made me complaint to Revdex.com. Am expecting a compensation for a product which does not meet the requirements and made me to and fro with phone calls and follow up.
We were able to convince the factory to assist this customer, we exchanged their merchandise on the 16th of February. Thank you for your help in resolving this matter,
We are open for delivery seven days a week so weekends are an option if the customer is not available during the week. We cannot ship the merchandise via common carrier due to the fact that we cannot assume liability in the event that merchandise is lost,stolen or damaged.We have left several messages and are waiting to hear back so that we can set up the delivery.
Nothing further to say until after the technician's inspection.