Carol House Furniture Inc

See attached files.

Initial softening is to be expected with any new upholstery, and routine maintenance or rotating seat cushions is recommended to provide even wear. There is a warranty against premature or excessive breakdown of the cores. We have ordered new seat cores from [redacted] and can also add stuffing to the back cushions per the customer's preference. [redacted]'s warranty is a repair warranty, so replacement is only offered if the issue cannot be corrected with parts or repair. The parts are still on order, and we can schedule service when they arrive. Carol House has offered additional options to the customer. She may return her sofa for a refund as long as no customer damage is found, but a 10% restocking/usage fee and $50 pick up fee would apply. Another option would be to return the sofa and re-select to anything else in our store with a 5% restock/usage fee. We are currently waiting for a response from the customer in regards to these options.

Any offers of store credit or reselection have been authorized by [redacted], the protection plan company. We do not control these authorizations and I cannot change their offers. Again, the contact at [redacted] that I can refer you to is Talia at talia.athey@[redacted]fs.com in regards to Claim# [redacted].These items are no longer covered under a manufacturer's warranty and we are not able to offer any repairs or replacements. The technician who came out was hired by [redacted], and all offers have come from [redacted]. Carol House is willing to issue the customer a gift certificate in the amount of $150. This is valid for any future purchase at Carol House Furniture, and it will reimburse the customer for the price of what she paid for her protection plan. This is all that Carol House is able to do as far as compensation for the troubles she has had with the protection plan company.I will issue the $150 gift certificate in our system under the customer's account. It will be available to apply to any future purchase here at Carol House.

Our new website does list pricing for available items. However, there is a disclaimer on each page that states, "Prices subject to home office audit & correction". There was a pricing error on this particular bed that listed the complete bed under the pricing and availability of a single...

headboard. This was corrected as soon as it was brought to our attention.The list price for the complete bed is $497. It is a custom order that we do not have available in stock. We only stock the headboard, which is available for $157 plus tax.Due to the pricing error on our website, our store managers have tried to work with the customer to compensate her for the miscommunication. They have offered to custom order the complete bed for $295 instead of the listed price of $497. This is a significant savings, and it would be applied to both beds if the customer wishes to purchase two of them.The customer was not satisfied with this offer. They advised our store manager that they would like to talk to the owner. The manager has advised the customer that our owner is currently out of town at our furniture market and will not be back for one week.The offer is still available if the customer would like to custom order the complete bed for $295 each plus tax. The offer will remain available for 30 days if they would like to proceed. We cannot guarantee this price after that time.

This bedroom set was delivered 11/28/15 and came with a one year manufacturer's warranty for defects. Broken legs and damage to wood furniture are not covered under any warranty because that would be considered damage, not defect. Carol House has a five day policy to report damage once furniture is...

delivered.We have offered for the customer to bring his furniture to our shop at our Maryland Heights location to see if we can fix this for him. We have also given him information for a separate repair company that he can hire to come out to his home.Since the damage and broken legs were not reported until after over a year, these issues are not covered. We are willing to send out one of our technicians at no charge to the customer, but we cannot guarantee that this can be fixed in their home. If the items need to be brought to our shop to be repaired, we would still be willing to do the labor at no charge. However, the customer would be responsible for a $50 delivery charge each way for our drivers to pick up and redeliver. We still cannot guarantee that these issues can be fixed, as there are no longer any parts available for this set.

The items that were purchased came with a one year manufacturer's warranty against defects. Carol House carries out this warranty for the manufacturers.The protection plan that the customer purchased is a 5 year protection plan for customer damage. This is carried out by a separate company called [redacted] Furniture Services. The issues that the customer reported were due to customer damage, not defects within the first year. The claim is being handle appropriately by [redacted].Per a supervisor at [redacted], they have been in contact with the customer and have offered them a cash settlement since they are unable to fix an issue with her chairs. I do not have access to any further details on what they have discussed because they are a separate company. The issues are not something that Carol House is responsible for, and we cannot replace any items without the appropriate authorization from [redacted]. I would like to offer information for the contact at [redacted] in case this needs to be directed to them. I have been in contact with [redacted] at [redacted]fs.com in regards to Claim# [redacted]. There is no further action being taken by Carol House at this time until we receive authorizations from [redacted].

This custom order table and chair set was ordered on February 10th. The customer was quoted 10-12 weeks at the time of purchase. The items were delivered to the customer 12 weeks later on May 5th. Our store policy on custom orders is that they cannot be returned or cancelled. When an exception is...

made to bring back custom-made items, a 20% cancellation fee applies and the money remains on account for reselection only. We have sent photos of the table and chairs to the manufacturer. I have attached a photo also. The factory states that solid wood furniture will have natural variation in the wood grain and how it responds to the stain. The wood used to produce the table top has some planks that take the stain darker. Overall, the chair seats and table top do match the wood sample provided.We have made an exception to allow a return and even refund the customer's money, less the 20% cancellation fee. We have also offered to split the fee to 10% with a reselection to another set. We have recommended a solid "paint" instead of a finish if they do not want to see variation in the wood grain. Additionally, we have offered a $500 Carol House gift certificate towards any future purchase for the customer to keep the set.At this point, the return has been written with the 20% cancellation fee because the customer said they will not keep the set no matter how much money we offer. I have called the customer to schedule our drivers to pick up the set and they hung up on me. The customer has stated that they are disputing the charge on their credit card. We need to schedule the pick up as soon as possible to avoid having unpaid merchandise in the customer's home.