China Towne Furniture

To whom it may concern,We have received recent correspondence from the manufacturer and [redacted] that the parts required were received to the client's home and he will receive immediate service from the technician assigned to the claimWe, as the retailer, empathize with this customer's situation We had ordered the parts we were told were required to resolve the issue and are somewhat at the mercy of the manufacturer to provide product in a timely manner and correctlyWhen we were alerted the parts shipped incorrectly from the manufacturer, we approached the client to apologize and attempt to accommodate his frustrations monetarilyParts were reordered, and again we were awaiting shipment from the manufacturerWe hope that parts recently received will rectify the original concern with Mr [redacted] furnitureOur office will be following up with the client to ensure repairs were made in a timely manner and to his satisfactionShould this not result in a successful repair, we plan to amend this client with replacement/compensation at their discretion Sincerely,Katie [redacted] Client Services Manager ( [redacted] ***China Towne Furniture & Mattress

Revdex.com spoke with the consumer who advise she is no longer in possession of the couch, as it was picked up on June 14, at this time she wants a full refund The company has the merchandise and the consumer has nothing including being without her money The company does not carry any other structured couches which the consumer can use Please refund my credit card in full

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, [redacted]

To whom it may concern,We have received recent correspondence from the manufacturer and [redacted] that the parts required were received to the client's home and he will receive immediate service from the technician assigned to the claim. We, as the retailer, empathize with this customer's situation....

We had ordered the parts we were told were required to resolve the issue and are somewhat at the mercy of the manufacturer to provide product in a timely manner and correctly. When we were alerted the parts shipped incorrectly from the manufacturer, we approached the client to apologize and attempt to accommodate his frustrations monetarily. Parts were reordered, and again we were awaiting shipment from the manufacturer. We hope that parts recently received will rectify the original concern with Mr. [redacted] furniture. Our office will be following up with the client to ensure repairs were made in a timely manner and to his satisfaction. Should this not result in a successful repair, we plan to amend this client with replacement/compensation at their discretion.  Sincerely,Katie [redacted]Client Services Manager ([redacted]China Towne Furniture & Mattress

Revdex.com spoke with the consumer who advise she is no longer in possession of the couch, as it was picked up on June 14, 2015 at this time she wants a full refund.  The company has the merchandise and the consumer has nothing including being without her money.  The company does not carry any other structured couches which the consumer can use.  Please refund my credit card in full.

As the Service Manager for China Towne Furniture and Mattress, here is a detailed timeline of the services we have provided [redacted] which extend beyond the average upholding of the Manufacturer's warranty. Please see our attached forms which help support the timeline.[redacted]...

purchased his bed on 9/18/12 and did not purchase the extra protection warranty. The bed came with a 1-year manufacturer warranty. The customer called on 10/14/13, one month past the manufacturer's warranty and said that the bed was not supporting the mattress sufficiently. Since this was out of warranty we agreed to service it at our own cost. The customer stated he thought that plywood would solve the issue and wanted it serviced that way. We told him we did not think that would work and did not want to repair it that way. He stated he wanted it done that way because it would work so we repaired it his way. On 8/28/15 [redacted] called again stating the footboard cracked in half and he wanted the bed replaced. I told him since it was out of warranty I would have to contact the manufacturer and asked him to send me photos. I called the manufacturer and found out they went out of business. I called [redacted] back and said that we could not do anything because it was out of warranty and the manufacturer was no longer in business. He proceeded to say that it was not constructed adequately and it needed to be replaced. In the end we offered [redacted] 25% off a purchase of a new bed and free delivery of the new bed. We also offered to pick up and dispose of thebroken bed which in not something we would normally do. As you can see we went above and beyond the Manufacturer's warranty to help [redacted] and offered him a discount and free delivery on a new bed. [redacted] emailed me on 9/30/15 and stated that he would allow this complaint to be closed, but indicated he was not satisfied with the resolution.Thank you,Lauren

As the Service Manager for China Towne Furniture and Mattress, here is a detailed timeline of the services we have provided [redacted] which extend beyond the average upholding of the Manufacturer's warranty. Also, see attached company forms that support the timeline...

below.Mr. K[redacted] inspected [redacted]'s Sofa on 12/16/14, that same day we authorized [redacted] for a reselection. I let [redacted] know she would have the full amount she paid for the Sofa including the tax for an in-store reselect. [redacted] wanted a refund and China Towne said we would give her a refund but we would need the sofa back and she stated that she could not give us the sofa back because they would not have anything to sit on. I told her if she wanted to keep the sofa they would have to come select a new sofa and we would take the old sofa when we delivered the new one to her. This way she would have something to sit on. After the initial conversation she dealt with Richard, our Sales Manager for the exchange. Our policy is credits are open for one month from the date it is issued. We extended it for [redacted] for 5 months because her husband was in the hospital. After the 5th month we closed the credit. [redacted] was upset about this so we sent her a letter saying we would give her one month to make a decision. Originally they could have special ordered a Sofa that they wanted but because this was open for so long and we had a deadline with the manufacturer for this credit we told her she had to pick something in stock. China Towne did tell her we could not give her a refund because she had been using the sofa for 7 months. We gave her 2 options. Please see the letter that was sent below:June 2,2015[redacted]
[redacted]
[redacted]China Towne Furniture & Mattress2302 Milton AveSolvay NY 13209Dear Mr. and [redacted],We understand that you have had a concern with your Natuzzi Sofa. You notified us of an issue with your Sofa on 10/22/14. We scheduled you with Mark from Furniture King. After he inspected the Sofa we issuedan exchange on 12/16/14. After one month you stated you needed an extension on the exchange because it was hard for you to come into the area. After several months we closed the exchange on 5/15/15. After speaking with the manufacturer and to you we have come up with 2 options. 1.) We will re-open the exchange for 30 days. You have until 7/3/15 to reselect from an in-stock sofa or the exchange will be permanently closed. 1/ you do not wish to reselect to another sofa within 30 days you may go with the second option.2.) You can have a store credit for the amount you paid for the sofa with no expiration date. 1/ you decide to go with this option we will need to pick up the sofa from your residence by 6/14/15. If we do not hear anything by 7/2/15 we will be closing the exchange.We understand that this time of year can be very busy and we certainly do not want to distract you from your already busy schedule. Should you need our assistance please give me a call. We want to take care of you and your purchase with us, please help us to do so.Sincerely,Lauren C[redacted]China Towne Furniture & MattressPhone: ###-###-####, Extension 3**[email protected] receiving the letter, [redacted] decided to go with option 2. We gave her a full credit in the amount she paid for the sofa and tax on the sofa. She did have concerns about the credit and wanted me to write her a statement with the guidelines for the credit. Please see below: Dear Mr. and [redacted],We will pick up the Natuzzi [redacted] Sofa on 6/14/15. Once we have taken the sofa you will receive an in-store credit in the amount of $1,631.25 and a one-time free delivery with the use of that credit. In the event that anything should happen you can pass that credit on to your son, [redacted]. If you have any questions or concerns please contact me. Thank you,Jay Y[redacted]Owner of China Towne Furniture & MattressAs you can see we went above and beyond the Manufacturer's warranty to help [redacted] in their reselection. Thank you,Lauren

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]