Cadenhead Veterinary Clinic

Initial Business Response / [redacted] (1000, 8, 2016/08/11) */ this customer has been taken care and received an exchange from [redacted] The customer was supposed to cancel this complaint Initial Consumer Rebuttal / [redacted] (2000, 10, 2016/08/12) */ (The consumer indicated he/she ACCEPTED the response from the business.) Apologies for not cancelling this complaint However, Cohen's did NOT take any action to remedy the complaint; expressing wonderment that [redacted] "stepped up to the plate" with their replacement offer, which [redacted] says resulted from my complaint to the [redacted] , [redacted] [redacted]

Hi there,
Please see our attached *** warranty agreementIt Cleary states any damage has to be reported within days, also head/body oils are not covered as this breaks down leatherThe customer's sofa is a mess from miss use and hair/body oil damage
Anything further please let me
know
*** ***
Customer Service Manager

I am rejecting this response because: first of all,since there was no copy of the warranty presented for me to sign at the time of purchase,how can they expect to enforce their policy on someone who does not know the criteria? Secondly,they're post sale warranty states that it doesn't cover damage due to oils in people's hairWhen I asked about this I was told that all people have oils in their hair.they say that everyday use is covered,you just have to sit or lie on your couch without your head touching it! The reason seems to be that that this line of couches are bonded leather, not real leather.they had no idea that this would be an issue at the time these couches were being sold to the public.now no one will go near them because has the same problem.Can you imagine purchasing a warranty on a car and the dealer not providing you with a copy of the coverage to sign? The whole point of that is to hold the seller accountableThis warranty could have been drawn up anytime after they realized there was a problem.that may be what was done here,but it is certainly plausible

Initial Business Response /* (1000, 5, 2016/09/01) */
Hi there, I apologize for the inconvenience this customer is going through but our policy remains the same, no refundsWe get our very small credit from Kingsdown for the mattress but Cohen's gives the customer the full cost of what they paid
for there mattressWe do not allow the credit towards appliances and electronics as these items cost much more to purchase for Cohen'sThe customer will have to keep the credit as a in store credit until he requires something in furniture or bedding***
Initial Consumer Rebuttal /* (3000, 12, 2016/09/13) */
I have been on vacation and hence my delay in writing this reply*** I am certainly NOT happy with their 'stand firm' policy*** ***

Initial Business Response /* (1000, 8, 2016/08/11) */
this customer has been taken care and received an exchange from [redacted]. The customer was supposed to cancel this complaint
Initial Consumer Rebuttal /* (2000, 10, 2016/08/12) */
(The consumer indicated he/she ACCEPTED the response from...

the business.)
Apologies for not cancelling this complaint.
However, Cohen's did NOT take any action to remedy the complaint; expressing wonderment that [redacted] "stepped up to the plate" with their replacement offer, which [redacted] says resulted from my complaint to the [redacted],[redacted].
[redacted]