Capital Fire Protection

In regards to ID ***, we followed up with the customer and had a technician take pictures of the issue and measure the depth of the indentationPer manufacturer's specifications and guidelines, the warranty is valid if the indentation is more than 2"The small indentation was less than 2" and
therefore, the warranty was NOT validThis information was conveyed to the customer.Should there be any other questions or concerns in regard to this matter, please contact *** *** ** *** ** ***

Thank you for following up on this issue As stated in our first response, it is stated on our sales order our timeline to report any issues with products and warranty information Upon piof merchandise customers are informed to inspect items received for any defects or damage we may be unaware of and report within days (i.edamage in shipping that is not visible until removed from packaging defect in product, missing•,parts, etc.) Customers do not receive a copy of the pislip, that document is for our records and its purpose is to document that a customer has received their merchandiseThe form is identical to the sales order Dr*** received with the only difference being a line to sign for receipt of goods Dr. *** received all this information stated on sales order at time of purchase.It is the customer's responsibility to review their receipt at time of purchase, and inspect furniture at time of receipt and unfortunately, Dr*** failed to do so within our parametersWhen his mother received his order, she was also given our policy to inspect items and report any issues immediately.In regards to his concerns •with our request for photos -we request customers send images to us whenever a complaint on product is received Upon reviewing his original sales order once his complaint was received it was evident that this issue was reported outside of our day V\fodowCustomers are required to report defects immediately within days of purchase We have established this policy to protect our customers from receiving any defective products, outside of this timeline; it would be unclear whether the product defect was upon receipt or due to customer use Also, vendor information is freely available and it is also posted on our website.We do our best to right any issues with our customers, unfortunately in this case, Dr*** coming to usnearly a month after his purchase, there is nothing more we can offer

In regards to ID [redacted], we followed up with the customer and left a voicemail message to contact the service manager to correct the issue. We are waiting upon the customer's phone call.Should there be any other questions or concerns in regard to this matter, please contact [redacted]...

[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.  No one informed me of the return/ limited warranty policy until I called in to the store to complain.  I did not receive a copy of my final receipt, nor did I come there to pick the furniture up.  My mother claims that when she picked the furniture up, she had to sign a paper stating the furniture was picked up, but she never received a receipt or even a copy of what she had signed.  So NO ONE made me aware of the limited warranty and return policy.  I would have better inspected the furniture when I received it, had I received a copy of their policy and / or been advised.  And I called them 3 weeks after I paid for the furniture to bring my issue to their attention.  I understand that it was after their policy, but they sold me defective merchandise.  And they know they did.  I asked for the manufacturer's contact information, and the Store Manager refused to give it to me.  And who would be okay with buying furniture and then paying to get it fixed after owning it only 3 weeks.  It's clearly a manufacturer defect.   It would be very pricy to have the furniture repaired; I already received a quote.  And why would someone ask me to send them pictures if they had no burden to fix the furniture in the first place?  That made no sense.  And I had to follow up after the pictures were sent days later, because no one from the store did.  And I had to cancel part of my layaway, because again I was ill-informed about the pieces that I ordered being available.  I was told that I could pick up all of my pieces as soon as I paid the balance of my furniture layaway, but that wasn't so.  I was told that my furniture wouldn't be a available for up to 2-3 months, and that it would not be ordered until I paid the balance in full.  This company is not professional, nor do they seem to possess integrity.  And that is disappointing, as I planned on doing way more business with them next year when I purchased my other home.  I understand why their furniture was so reasonably priced- IT'S DEFECTIVE!!!  If someone had made me aware that the furniture was possibly defective, I would have made a better choice not to do business with them.