We actually do claim to be the lowest price and that situation rarely if ever happens. We are so sorry if you were given wrong information and even more sorry if you or your family were treated in an unprofessional manner. Please just send us a copy of the invoice for $200 less and free...
delivery and we will gladly refund your down payment and cancel your order. You can email Attention [redacted] <[redacted].com>. I also would love to know if you are heading back to our store so that I could possibly meet you personally and provide you with a gift card that can be used towards any future purchases.
The manufacturer shipped the replacement piece directly to the customer. They will only send us parts for pieces we have photos for and hope this fixes the problem.
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
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]
yes. it has been resolved to my satisfaction.
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.
Regards,
[redacted]
The response is not correct. We wanted delivery from the first day of 2/27/16. The new representative gave us a discount and said free delivery. We were notified upon our second payment that a delivery charge was being added. We accepted this at the time because the representative was new. When I made my last payment we were told 2 days until delivery. This also was not true. We accepted a later delivery date. We did not received our furniture on this date.
My husband went to the store. The manager was ready to refund our delivery fee until she called the main office and they said I had filed a complaint do not communicate with him. Since my last complaint we have found a defect in the recliner part of the couch. Cincinnati Overstock gave us a web site to file a complaint. We had to take pics and send them also. My husband called to make sure the e-mail was received. They told him that website is not working right and gave us a different site . Now we have to redo the whole process. I feel like asking for my delivery fee back is a small price to pay for continued bad customer service. the response from overstock is a total fabrication. My husband explained he has a bad back the day we bought the furniture. Delivery was never turned down on our part. I totally understand everything the representative said. It is not our fault they were not properly trained. Twice we accepted that things were incorrect due to his being a new employee. I have been more than gracious regarding this situation. I expect my delivery fee to be returned and my furniture to be fixed. Thank you for your consideration in this matter.
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.
Hi,
I received the business response and do not agree since [redacted] said that he would help me when we spoke on the phone. However, he will not since I contacted the Revdex.com which is not right. That is the only reason he will not help me. As you can see below from another manager, they would have ordered parts for my couch to be repaired.
Not sure what the next steps are to escalate this.
Thanks,[redacted]
Sent from Yahoo Mail on Android
[redacted]
Thanks [redacted] will not work with me since I contacted the Revdex.com. He said all further communication will have to be through them. I forwarded the communication to the Revdex.com, even though the Revdex.com said that management can still work with me to resolve the issue.
Sent from Yahoo Mail on Android
[redacted]
Update: we spoke about your situation at our weekly manager meeting regarding your product purchased at Cincinnati overstock during their weekend sale. I forwarded your concerns to the owners at Cincinnati overstock and instructed them on ordering replacement parts for repairs outside of the warranty period. It's something we practice for our customer base, given replacement parts are available (I guess Cincinnati wasn't privy to that).
[redacted] should be in touch with you soon.
On Jan 18, 2015, at 10:21 AM, [redacted]> wrote:
Good morning,
I was just checking in on the status if my issue. My couch continues to crack. [redacted] said when looked at my pictures it looked like cat scratches. I was appauled by this comment because I have never owned any pets. I told him he could send an inspectir out at any time to verify his his thoughts are wrong.
Please let me know the status.
Thanks,[redacted]
Sent from Yahoo Mail on Android
[redacted]
Just touching base, got your email. I’ll bring this issue up at our next managers meeting and work on a solution. Thanks for your patience.
Thanks,
[redacted]
On Jan 14, 2015, at 11:54 AM, [redacted]> wrote:
Thanks for taking the time to listen to my concern. Please see the below e-mails and attached pictures.
[redacted]
Sent from Yahoo Mail on Android
[redacted]
I understand that you are not the [redacted]. I asked that this be sent to the [redacted] rep as these were the instructions I was given. This is not from wear and tear, but a defective product. [redacted] - please call me at[redacted] I called customer service this morning and the lady said it is not normal for you to deal with customers directly.
Sent from Yahoo Mail on Android
[redacted]
Thank you for the photos and we apologize for any issue. Let me start by informing you that I am NOT an [redacted] rep. I am the warranty manager for Cincinnati Overstock and in no way work for [redacted]. I am sorry that you are having issues with your sofa, but unfortunately [redacted], the manufacture, only offerers a 1year manufactures warranty, which is what we extend to you. The extended warranty which you were speaking of is not a full extended warranty, but rather an insurance policy for your furniture, which only coverers accidental damage and NOT wear and tear. I would be unable to offer any services on this piece and have that covered under warranty, but I can offer you the possibility of a repair. We have a repair specialist on staff at out Cincinnati location and he may be able to fix this. You would just be responsible for the repair fee, which I can offer you at a lower base rate. If you would like to bring that piece in please let us know so we can collect the fee and schedule you a time to drop of the piece.
[redacted]Cincinnati Overstock
On Sun, Jan 11, 2015 at 10:01 AM, [redacted]>wrote:
To whom it may concern:
My husband and I purchased a couch on February 24, 2013 along with a new mattress set from the [redacted] store. Our invoice number is [redacted] serial #[redacted].
Our couch is not even 2 years old and already deteriorating. So, I called the store we purchased the couch from and they said my couch was out of warranty and I did not have an extended warranty. The couch material on the arm is cracking. The CSR at the local store, now located in Tri-County, told me of a repair kit that I could use to prevent further cracking. I purchased the repair kit and it still continues to crack.
We I spoke to this specific CSR she mentioned an extended warranty. An extended warranty was not offered to me. In fact a mattress protector was offered because they said I needed it for the warranty on the mattress to be valid. If we were offered an extended warranty on the couch, I would have purchased.
However, why as a customer should you have to pay for an additional warranty to ensure your own satisfaction? [redacted] Furniture, who thrives on customer satisfaction, as any company would do because customers keep you in business, should be able to ensure this satisfaction outside the 1 year - because [redacted] stands by their products.
The couch that I previously had was a [redacted], 10 years old, and not deteriorating or failing. The couch I had was in good condition and there was no reason to replace - only that I wanted a new couch and fresh look for our living room. Obviously, I made the wrong decision since my current [redacted] couch is cracking, deteriorating and failing. It looks awful - as you can see from the pictures attached.
I spent my hard earned money for a couch that the sales rep "trusted" and "recommended" that obviously was not the case. The price $298.00 plus tax, plus delivery.
Since the CSR was not that helpful, I called the corporate number for [redacted] Furniture. The CSR at the corporate office told me I have to call the local store again and send pictures. So, I called again and [redacted] answered the phone and told me to send an e-mail, I have also copied him.
I am hopeful that you can resolve my issue and replace my couch, as the product should not be cracking or failing. I was so excited about my purchases in 2013 I told my sister, who about 3 weeks later bought the same mattress set and bought the same couch and love seat. I also, told others, who went to the Kentucky store and purchased a couch and kids furniture. Now, I am definitely not excited nor recommend any products of the [redacted] Brand.
Please pass this information on to the [redacted] Rep who comes on Tuesday, January 13.
Thanks,
[redacted]
Regards,[redacted]Revdex.com[redacted]Cincinnati Overstock, LLC [redacted]
[redacted] ** [redacted]
Dear [redacted]: This message is regarding complaint ID [redacted] submitted to Revdex.com about your business on 1/14/2015 12:00:00 AM by [redacted] .
Your customer has additional concerns regarding this case. For your convenience, a copy of this information is listed below. We'd appreciate your response within 7 days of the date on this letter, which will be shared with the customer.
In the Revdex.com's experience, responses that help to foster trust in a business:
* Acknowledge customer concerns
* State the facts as you see them and avoid emotion
* Explain the actions you can and can't take to resolve concerns
Please understand that the customer's complaint and your response may be publicly posted on the Revdex.com website (Revdex.com reserves the right to not post in accordance with Revdex.com policy). Please do not include any information that personally identifies your customer. By submitting your response, you are representing that it is a truthful account of your experience with this customer. The Revdex.com may edit the complaint of your response to protect privacy rights and to remove inappropriate language.
If you should have any questions or concerns, please do not hesitate to contact me.
Regards,[redacted] Marketplace Resource Consultant [redacted]
[redacted]
MESSAGE:
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.
Hi,
I received the business response and do not agree since Ben Hayes said that he would help me when we spoke on the phone. However, he will not since I contacted the Revdex.com which is not right. That is the only reason he will not help me. As you can see below from another manager, they would have ordered parts for my couch to be repaired.
Not sure what the next steps are to escalate this.
Thanks,[redacted]
Sent from Yahoo Mail on Android
[redacted]
Thanks [redacted] will not work with me since I contacted the Revdex.com. He said all further communication will have to be through them. I forwarded the communication to the Revdex.com, even though the Revdex.com said that management can still work with me to resolve the issue.
Sent from Yahoo Mail on Android
[redacted]
Update: we spoke about your situation at our weekly manager meeting regarding your product purchased at Cincinnati overstock during their weekend sale. I forwarded your concerns to the owners at Cincinnati overstock and instructed them on ordering replacement parts for repairs outside of the warranty period. It's something we practice for our customer base, given replacement parts are available (I guess Cincinnati wasn't privy to that).
[redacted] should be in touch with you soon.
On Jan 18, 2015, at 10:21 AM, [redacted]> wrote:
Good morning,
I was just checking in on the status if my issue. My couch continues to crack. Ben Hayes said when looked at my pictures it looked like cat scratches. I was appauled by this comment because I have never owned any pets. I told him he could send an inspectir out at any time to verify his his thoughts are wrong.
Please let me know the status.
Thanks,Shirley
Sent from Yahoo Mail on Android
From:"LOW Managers" <[email protected]>Date:Wed, Jan 14, 2015 at 2:06 PMSubject:Re: Ashley Couch
Shirley,
Just touching base, got your email. I’ll bring this issue up at our next managers meeting and work on a solution. Thanks for your patience.
Thanks,
Chris
On Jan 14, 2015, at 11:54 AM, Shirley Burdette <[email protected]> wrote:
Thanks for taking the time to listen to my concern. Please see the below e-mails and attached pictures.
Shirley B.513-374-8593
Sent from Yahoo Mail on Android
From:"Shirley Burdette" <[email protected]>Date:Tue, Jan 13, 2015 at 10:08 AMSubject:Re: Ashley Couch
I understand that you are not the Ashley Rep. I asked that this be sent to the Ashley rep as these were the instructions I was given. This is not from wear and tear, but a defective product. Ben - please call me at513-374-8593. I called customer service this morning and the lady said it is not normal for you to deal with customers directly.
Sent from Yahoo Mail on Android
From:"Cincinnati Overstock" <[email protected]>Date:Tue, Jan 13, 2015 at 9:47 AMSubject:Re: Ashley Couch
Thank you for the photos and we apologize for any issue. Let me start by informing you that I am NOT an Ashley rep. I am the warranty manager for Cincinnati Overstock and in no way work for Ashley. I am sorry that you are having issues with your sofa, but unfortunately Ashley, the manufacture, only offerers a 1year manufactures warranty, which is what we extend to you. The extended warranty which you were speaking of is not a full extended warranty, but rather an insurance policy for your furniture, which only coverers accidental damage and NOT wear and tear. I would be unable to offer any services on this piece and have that covered under warranty, but I can offer you the possibility of a repair. We have a repair specialist on staff at out Cincinnati location and he may be able to fix this. You would just be responsible for the repair fee, which I can offer you at a lower base rate. If you would like to bring that piece in please let us know so we can collect the fee and schedule you a time to drop of the piece.
Elaine ShafferWarranty and Parts Manager
Cincinnati Overstock
On Sun, Jan 11, 2015 at 10:01 AM, Shirley Burdette<[email protected]>wrote:
To whom it may concern:
My husband and I purchased a couch on February 24, 2013 along with a new mattress set from the Springdale store. Our invoice number is 20953, product #6450138, serial #S40299828.
Our couch is not even 2 years old and already deteriorating. So, I called the store we purchased the couch from and they said my couch was out of warranty and I did not have an extended warranty. The couch material on the arm is cracking. The CSR at the local store, now located in Tri-County, told me of a repair kit that I could use to prevent further cracking. I purchased the repair kit and it still continues to crack.
We I spoke to this specific CSR she mentioned an extended warranty. An extended warranty was not offered to me. In fact a mattress protector was offered because they said I needed it for the warranty on the mattress to be valid. If we were offered an extended warranty on the couch, I would have purchased.
However, why as a customer should you have to pay for an additional warranty to ensure your own satisfaction? Ashley Furniture, who thrives on customer satisfaction, as any company would do because customers keep you in business, should be able to ensure this satisfaction outside the 1 year - because Ashley stands by their products.
The couch that I previously had was a Broyhill, 10 years old, and not deteriorating or failing. The couch I had was in good condition and there was no reason to replace - only that I wanted a new couch and fresh look for our living room. Obviously, I made the wrong decision since my current Ashley couch is cracking, deteriorating and failing. It looks awful - as you can see from the pictures attached.
I spent my hard earned money for a couch that the sales rep "trusted" and "recommended" that obviously was not the case. The price $298.00 plus tax, plus delivery.
Since the CSR was not that helpful, I called the corporate number for Ashley Furniture. The CSR at the corporate office told me I have to call the local store again and send pictures. So, I called again and Ben Hayes answered the phone and told me to send an e-mail, I have also copied him.
I am hopeful that you can resolve my issue and replace my couch, as the product should not be cracking or failing. I was so excited about my purchases in 2013 I told my sister, who about 3 weeks later bought the same mattress set and bought the same couch and love seat. I also, told others, who went to the Kentucky store and purchased a couch and kids furniture. Now, I am definitely not excited nor recommend any products of the Ashley Brand.
Please pass this information on to the Ashley Rep who comes on Tuesday, January 13.
Thanks,
Shirley Burdette
513-374-8593
Regards,
Shirley Burdette
This
customer came into the [redacted] location to make a purchase on 2/27/2016. According to the notes from the sales person
that day, the customer did not want to have delivery at this time, but may call
back to add it at a later date for a charge of $95.00 plus tax. The customer
received a 4% discount on this ticket. On 3/4/2016, the customer came in and
added delivery and made another payment. On 3/21/2016 all items arrived at the
warehouse and the customer was added to the need to call list so that we could
collect the balance before delivery would be scheduled. On 3/22/2016 customer service left a
voicemail for the customer to inform them they needed to pay their
balance. They came into the store and
paid the balance off that same day. It
was explained at that time that delivery typically makes the calls to schedule
within 2 business days. The information
was sent over to the delivery company on the afternoon of 3/23/2016. His delivery was scheduled for
3/30/2016. The delivery company had an
issue arise and thus resulted in them being pushed back and they informed the customer that delivery would
be towards the end of the delivery window.
The delivery company then called the customer back and apologized that
they would be unable to make it that night but would deliver first thing in the
morning. We do not feel as though the
customer was misinformed, but the information that was given to the customer
may have been difficult to understand and a miscommunication had occurred. The delivery was completed and accepted by
the customer so we are not able to refund the delivery fee.
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.
I have not received any of these "several messages". The last phone call I received from Overstock warehouse was on 8/31/2015 at 10:51 AM. I was tole the delivery company would contact me by the end of that day or early the next morning and they did not. I had left them two messages since then (the second one informing them of my intent to file a complaint) with no return phone call even though their message machine claims they will return the call within 24 hours. The only thing I can think of is that they must be purposefully continuing to call the wrong number as I have left the correct number on their message machine every time and they managed to call the correct number before. Either that or they are lying. As for the delivery company, they did call once and left a message for me on 9/2/2015 between 6 and 9 ppm while I was in class. I called them back on 9/3/2015 at 6:23 PM and left them a message to which I have had no response.
Also, I don't recall being asked to submit pictures. The rep I spoke to on 8/31/2015 mentioned something about it in passing and I thought she was asking me if I had pictures. When she told me the delivery service would send someone out to assess the damage, I assumed that my pictures were not needed. I was never given an email or any other way to submit them.
Regards,
[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.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]
This a complete contradiction of my complaint which the warranty person at Overstock told me. I was told the $53.50 would be refunded if the tech determined it was frame and would be fixed by the tech. There was nothing mentioned the $53.50 would go towards labor as if this was told to me I would not have paid up front for the tech visit. In my last conversation with the warranty person she said my money would be refunded and my couch WOULD NOT be fixed. I have received no refund and my couch is still broken. I must reiterate broken frame money refunded and couch fixed. If there was another problem my money would not be refunded. Manufacturers defect in the wood of the frame determined by the tech. It doesn't get any more factual than that. [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.
The information provided by the business is only half accurate. It scares me that a company like this would make false statements in response to a complaint. In their response they stated they have called me and left “voicemails” – I have never received a single call from anyone at Cincinnati Overstock, even after requesting a call from their GM on multiple occasions – all communications I have had with this business have been initiated by either my wife or myself (and I certainly have never received a voicemail from anyone at this company). Even after filing the complaint with the Revdex.com I sent them an e-mail requesting a call, which was never returned. Through my multiple calls to the business they have provided me various ETA’s and when I disconnect the call each time I am given assurance that the most recent ETA is accurate. In early February when they originally told me my order was going to be delayed I did speak to a woman over the weekend who offered to refund my money, but when I called back later that week that offer was no longer valid without a restocking fee (spoke with someone named ?Summer?). I finally got in touch with the original woman who offered to refund my money and after some negotiation was offered a $100 discount that turned into free delivery- this offer was accepted by me with the understanding that my merchandise would be received mid-March, which is obviously not the case. As this company stated in their response the merchandise will be in their warehouse on 03/30/2016, which means delivery will be scheduled from that point putting my wait time over two months.
Purchasing something valued over $1,500 from a company should be a positive, smooth, and easy experience - this nightmare has been anything but that. I understand that there are things ‘outside of their control’ here – but when I made this purchase I was lead to believe I would have a new sofa sitting in my living room in 2-3 weeks, not 2-3 months… Had this company given me a full disclosure and informed me at the time of purchase, I would have taken my business elsewhere or at least gone into the sale with a firm understanding that this may be an issue. This was never disclosed to me, this is highly unethical and I feel that any future customers they may have (certainly not referrals by me) should be aware of the possibility of significant delays prior to making their purchase and not mislead into believing they will have their merchandise in their general 2-3 week timeframe.
This delay has had a significant impact on my family, as stated previously I have two small children (ages 2 and 3) who are sitting along with my wife and I on lawn furniture in our living room right now. I have devoted countless hours to resolving this issue and I am hopeful that no one in the future will make a purchase from this company and have to suffer the same headache that my family and I have. I want Cincinnati Overstock to make this right and do the right thing.
Regards,
[redacted]
We do
apologize for any issues and confusion that may have occurred. When we are
dealing with a warranty claim that is over the 1yr standard warranty we have to
collect a service call fee upfront in order to send a tech to a customer's
home, which is what we did. Our furniture tech has full knowledge of all our manufactures warranties and sends us a full report of the issue once he has been to the
customer's home. Our tech did go out to the customer's home and upon reviewing
the issue he explained to the customer that his warranty would cover the parts,
but not the labor. The customer was given a labor quote and was told that if he
would like the repair completed to let him (the tech) know. The service fee
that was collected was to cover having the technician go out to his home and
any fees NOT covered by his warranty, in this case the labor. Once again we apologize for any issues, our tech is more than happy to return to the
customer’s home to complete the repair, but we would be unable to refund the
service fee at this time.
arial; font-size: small; background-color: rgb(255, 255, 255);">[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it. If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply. Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.]
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 Pending the couch is repaired.
Regards,
[redacted]
The issue I had with Cincinnati Overstock has been resolved.
Thank you,
[redacted]
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]
This is not an issue of parts replacement. You can not replace all of the material on a piece of furniture as that would be more difficult and costly than replacing the entire piece. It is out of warranty and are under no obligation to repair furnutire past the stated manufacture warranty. If the customer would like the name of a repair company and is willing to pay for the cost of the repair, we would be more than glad to ship any parts the manufacturer is willing to supply free of charge.
Thanks
Cincinnati Overstock
Revdex.com[redacted]
[redacted]
[redacted] ** [redacted]
Dear [redacted] :
This message is in regard to your concerns submitted on 1/14/2015 12:00:00 AM against Cincinnati Overstock, LLC. Your complaint was assigned ID [redacted]. We received the business's response to your concerns, and you can find the contents of the message below or attached.
To assist us in bringing this matter to a close, we would like to know your view on the matter.
* Has the company addressed the issues of this dispute?
* If not, why?
* Has the company met the agreement they outlined in their response?
Please submit your thoughts via online system, fax or mail within 7 days.
The text of your complaint may be publicly posted on Revdex.com's web site (Revdex.com reserves the right to not post in accordance with Revdex.com policy). Please do not include any personally identifiable information when you tell us about your problem or in your desired outcome. By submitting your complaint, you are representing that it is a truthful account of your experience with the business. Revdex.com may edit your complaint to protect privacy rights and to remove inappropriate language.
Your complaint will be made part of the company's Revdex.com Business Review. If we don't hear from you, your complaint will be reflected as "resolved." Should you have any questions or further concerns, please do not hesitate to contact us. We would be glad to assist you.
Regards,[redacted] Marketplace Resource Consultant [redacted]
[redacted]
MESSAGE FROM BUSINESS:
This is not an issue of parts replacement. You can not replace all of the material on a piece of furniture as that would be more difficult and costly than replacing the entire piece. It is out of warranty and are under no obligation to repair furnutire past the stated manufacture warranty. If the customer would like the name of a repair company and is willing to pay for the cost of the repair, we would be more than glad to ship any parts the manufacturer is willing to supply free of charge.
Thanks
Cincinnati Overstock
Revdex.com[redacted]Cincinnati Overstock, LLC [redacted]
[redacted] ** [redacted]
Dear [redacted]: This message is regarding complaint ID [redacted] submitted to Revdex.com about your business on 1/14/2015 12:00:00 AM by [redacted] .
Since your customer has not submitted any comments to that response, we will assume that this matter has been resolved and will close this case accordingly. We may reopen this case if your customer contacts us at a later date with additional concerns.
In addition to complaint information, Revdex.com Business Reviews also include basic background information about businesses. This data is used to calculate a letter grade rating for your business. This may be a good time to update your information by visiting us online at Revdex.com.org/cincinnati/join/.
Thank you for your cooperation in this matter and for your support of our self-regulatory goal.
Regards,[redacted] Marketplace Resource Consultant [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.
The story they tell is half truth. I was told within a week they would make the delivery. after 2 full weeks no date was given, no call to arrange a time. My time is worth something and being aggravated and beginning to sense a run around and when I asked to speak with [redacted], no call was made after the initial call to agree to give me a full credit. Had he called or answered my email, we could have resolved it long before now. So with no trust in heir word or follow through how can I give them the final say if it meets their definition of "pristine" condition just so they can give me only $164. XX rather than the $475 we agreed to and that I paid for the poor quality mattress??
If they want to bring a check and pick up the mattress, great that would be acceptable, but to do a "wait and see" situation to see if they follow through is NOT acceptable. I will also accept the replacement mattress we originally agreed to IF THEY CAN give me a date within a week to ten days from the time I give them my [redacted] again, I will accept that as a suitable settlement.
Delivery and or pick-up needs to be on a Tuesday or Thursday as I work from home those days and would be available All day. I live with in 3 to 4 miles of the Springdale location. They were charging me $80.00 to deliver which being that close and a problem I did not create, is enough money for them to rent a truck for an hour and make the effort to accommodate a reasonable time. If I could handle the mattress, I would rent a truck and do it myself and save $60.00
Why after 3 weeks they hadn't called to schedule a delivery is sure strange.
Regards,
[redacted]
The customer was told he could cancel his order up until the time they ship for delivery. After we received them the customer called to cancel the order. We can not return them and have not sold any others like it this year. We informed the customer that we could not keep them....
The customer could sell the items through an online account and we would be willing to coordinate pickup or deliveries for his buyers. We are also willing to store them, at no charge, until his buyers have taken possession. it is also unreasonable to think a company we would order in 6 items of the same thing for a customer and then be expected to keep them all and refund the customer. These items were purchased specifically for the customer.
We apologize for any issues with your delivery and items. We are glad to see that things have been resolved and are very sorry for any inconveniences that this may have caused. We hope that you will give our company a chance in the future.
Terrible, quoted 1-2 weeks for delivery... After 4 they called the day before delivery and told me they sold my dining room table. 3 days before Christmas dinner with my family and now I am without a table. No apology, or offer to replace with another in stock table or anything. Just tough luck for the customer
Customer has been contacted and apologized to by both the manager of the Customer Service department as well as the offending representative. This issue has been reviewed and the customer service agent has met with the General Manager of the company as well as his Customer Service Manager. He has been re-trained in this area and this will no longer be an issue with future customers. This customer has the direct line to our Customer Service Manager and she has been notified to call if there is are any problems whatsoever. She has also been given the information to resolve any issues regarding the blemishes on her items.
We actually do claim to be the lowest price and that situation rarely if ever happens. We are so sorry if you were given wrong information and even more sorry if you or your family were treated in an unprofessional manner. Please just send us a copy of the invoice for $200 less and free...
delivery and we will gladly refund your down payment and cancel your order. You can email Attention [redacted] <[redacted].com>. I also would love to know if you are heading back to our store so that I could possibly meet you personally and provide you with a gift card that can be used towards any future purchases.
Thanks and sorry.
The manufacturer shipped the replacement piece directly to the customer. They will only send us parts for pieces we have photos for and hope this fixes the problem.
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
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]
yes. it has been resolved to my satisfaction.
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.
Regards,
[redacted]
The response is not correct. We wanted delivery from the first day of 2/27/16. The new representative gave us a discount and said free delivery. We were notified upon our second payment that a delivery charge was being added. We accepted this at the time because the representative was new. When I made my last payment we were told 2 days until delivery. This also was not true. We accepted a later delivery date. We did not received our furniture on this date.
My husband went to the store. The manager was ready to refund our delivery fee until she called the main office and they said I had filed a complaint do not communicate with him. Since my last complaint we have found a defect in the recliner part of the couch. Cincinnati Overstock gave us a web site to file a complaint. We had to take pics and send them also. My husband called to make sure the e-mail was received. They told him that website is not working right and gave us a different site . Now we have to redo the whole process. I feel like asking for my delivery fee back is a small price to pay for continued bad customer service. the response from overstock is a total fabrication. My husband explained he has a bad back the day we bought the furniture. Delivery was never turned down on our part. I totally understand everything the representative said. It is not our fault they were not properly trained. Twice we accepted that things were incorrect due to his being a new employee. I have been more than gracious regarding this situation. I expect my delivery fee to be returned and my furniture to be fixed. Thank you for your consideration in this matter.
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.
Hi,
I received the business response and do not agree since [redacted] said that he would help me when we spoke on the phone. However, he will not since I contacted the Revdex.com which is not right. That is the only reason he will not help me. As you can see below from another manager, they would have ordered parts for my couch to be repaired.
Not sure what the next steps are to escalate this.
Thanks,[redacted]
Sent from Yahoo Mail on Android
[redacted]
Thanks [redacted] will not work with me since I contacted the Revdex.com. He said all further communication will have to be through them. I forwarded the communication to the Revdex.com, even though the Revdex.com said that management can still work with me to resolve the issue.
Sent from Yahoo Mail on Android
[redacted]
Update: we spoke about your situation at our weekly manager meeting regarding your product purchased at Cincinnati overstock during their weekend sale. I forwarded your concerns to the owners at Cincinnati overstock and instructed them on ordering replacement parts for repairs outside of the warranty period. It's something we practice for our customer base, given replacement parts are available (I guess Cincinnati wasn't privy to that).
[redacted] should be in touch with you soon.
On Jan 18, 2015, at 10:21 AM, [redacted]> wrote:
Good morning,
I was just checking in on the status if my issue. My couch continues to crack. [redacted] said when looked at my pictures it looked like cat scratches. I was appauled by this comment because I have never owned any pets. I told him he could send an inspectir out at any time to verify his his thoughts are wrong.
Please let me know the status.
Thanks,[redacted]
Sent from Yahoo Mail on Android
[redacted]
Just touching base, got your email. I’ll bring this issue up at our next managers meeting and work on a solution. Thanks for your patience.
Thanks,
[redacted]
On Jan 14, 2015, at 11:54 AM, [redacted]> wrote:
Thanks for taking the time to listen to my concern. Please see the below e-mails and attached pictures.
[redacted]
Sent from Yahoo Mail on Android
[redacted]
I understand that you are not the [redacted]. I asked that this be sent to the [redacted] rep as these were the instructions I was given. This is not from wear and tear, but a defective product. [redacted] - please call me at[redacted] I called customer service this morning and the lady said it is not normal for you to deal with customers directly.
Sent from Yahoo Mail on Android
[redacted]
Thank you for the photos and we apologize for any issue. Let me start by informing you that I am NOT an [redacted] rep. I am the warranty manager for Cincinnati Overstock and in no way work for [redacted]. I am sorry that you are having issues with your sofa, but unfortunately [redacted], the manufacture, only offerers a 1year manufactures warranty, which is what we extend to you. The extended warranty which you were speaking of is not a full extended warranty, but rather an insurance policy for your furniture, which only coverers accidental damage and NOT wear and tear. I would be unable to offer any services on this piece and have that covered under warranty, but I can offer you the possibility of a repair. We have a repair specialist on staff at out Cincinnati location and he may be able to fix this. You would just be responsible for the repair fee, which I can offer you at a lower base rate. If you would like to bring that piece in please let us know so we can collect the fee and schedule you a time to drop of the piece.
[redacted]Cincinnati Overstock
On Sun, Jan 11, 2015 at 10:01 AM, [redacted]>wrote:
To whom it may concern:
My husband and I purchased a couch on February 24, 2013 along with a new mattress set from the [redacted] store. Our invoice number is [redacted] serial #[redacted].
Our couch is not even 2 years old and already deteriorating. So, I called the store we purchased the couch from and they said my couch was out of warranty and I did not have an extended warranty. The couch material on the arm is cracking. The CSR at the local store, now located in Tri-County, told me of a repair kit that I could use to prevent further cracking. I purchased the repair kit and it still continues to crack.
We I spoke to this specific CSR she mentioned an extended warranty. An extended warranty was not offered to me. In fact a mattress protector was offered because they said I needed it for the warranty on the mattress to be valid. If we were offered an extended warranty on the couch, I would have purchased.
However, why as a customer should you have to pay for an additional warranty to ensure your own satisfaction? [redacted] Furniture, who thrives on customer satisfaction, as any company would do because customers keep you in business, should be able to ensure this satisfaction outside the 1 year - because [redacted] stands by their products.
The couch that I previously had was a [redacted], 10 years old, and not deteriorating or failing. The couch I had was in good condition and there was no reason to replace - only that I wanted a new couch and fresh look for our living room. Obviously, I made the wrong decision since my current [redacted] couch is cracking, deteriorating and failing. It looks awful - as you can see from the pictures attached.
I spent my hard earned money for a couch that the sales rep "trusted" and "recommended" that obviously was not the case. The price $298.00 plus tax, plus delivery.
Since the CSR was not that helpful, I called the corporate number for [redacted] Furniture. The CSR at the corporate office told me I have to call the local store again and send pictures. So, I called again and [redacted] answered the phone and told me to send an e-mail, I have also copied him.
I am hopeful that you can resolve my issue and replace my couch, as the product should not be cracking or failing. I was so excited about my purchases in 2013 I told my sister, who about 3 weeks later bought the same mattress set and bought the same couch and love seat. I also, told others, who went to the Kentucky store and purchased a couch and kids furniture. Now, I am definitely not excited nor recommend any products of the [redacted] Brand.
Please pass this information on to the [redacted] Rep who comes on Tuesday, January 13.
Thanks,
[redacted]
Regards,[redacted]Revdex.com[redacted]Cincinnati Overstock, LLC [redacted]
[redacted] ** [redacted]
Dear [redacted]: This message is regarding complaint ID [redacted] submitted to Revdex.com about your business on 1/14/2015 12:00:00 AM by [redacted] .
Your customer has additional concerns regarding this case. For your convenience, a copy of this information is listed below. We'd appreciate your response within 7 days of the date on this letter, which will be shared with the customer.
In the Revdex.com's experience, responses that help to foster trust in a business:
* Acknowledge customer concerns
* State the facts as you see them and avoid emotion
* Explain the actions you can and can't take to resolve concerns
Please understand that the customer's complaint and your response may be publicly posted on the Revdex.com website (Revdex.com reserves the right to not post in accordance with Revdex.com policy). Please do not include any information that personally identifies your customer. By submitting your response, you are representing that it is a truthful account of your experience with this customer. The Revdex.com may edit the complaint of your response to protect privacy rights and to remove inappropriate language.
If you should have any questions or concerns, please do not hesitate to contact me.
Regards,[redacted] Marketplace Resource Consultant [redacted]
[redacted]
MESSAGE:
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.
Hi,
I received the business response and do not agree since Ben Hayes said that he would help me when we spoke on the phone. However, he will not since I contacted the Revdex.com which is not right. That is the only reason he will not help me. As you can see below from another manager, they would have ordered parts for my couch to be repaired.
Not sure what the next steps are to escalate this.
Thanks,[redacted]
Sent from Yahoo Mail on Android
[redacted]
Thanks [redacted] will not work with me since I contacted the Revdex.com. He said all further communication will have to be through them. I forwarded the communication to the Revdex.com, even though the Revdex.com said that management can still work with me to resolve the issue.
Sent from Yahoo Mail on Android
[redacted]
Update: we spoke about your situation at our weekly manager meeting regarding your product purchased at Cincinnati overstock during their weekend sale. I forwarded your concerns to the owners at Cincinnati overstock and instructed them on ordering replacement parts for repairs outside of the warranty period. It's something we practice for our customer base, given replacement parts are available (I guess Cincinnati wasn't privy to that).
[redacted] should be in touch with you soon.
On Jan 18, 2015, at 10:21 AM, [redacted]> wrote:
Good morning,
I was just checking in on the status if my issue. My couch continues to crack. Ben Hayes said when looked at my pictures it looked like cat scratches. I was appauled by this comment because I have never owned any pets. I told him he could send an inspectir out at any time to verify his his thoughts are wrong.
Please let me know the status.
Thanks,Shirley
Sent from Yahoo Mail on Android
From:"LOW Managers" <[email protected]>Date:Wed, Jan 14, 2015 at 2:06 PMSubject:Re: Ashley Couch
Shirley,
Just touching base, got your email. I’ll bring this issue up at our next managers meeting and work on a solution. Thanks for your patience.
Thanks,
Chris
On Jan 14, 2015, at 11:54 AM, Shirley Burdette <[email protected]> wrote:
Thanks for taking the time to listen to my concern. Please see the below e-mails and attached pictures.
Shirley B.513-374-8593
Sent from Yahoo Mail on Android
From:"Shirley Burdette" <[email protected]>Date:Tue, Jan 13, 2015 at 10:08 AMSubject:Re: Ashley Couch
I understand that you are not the Ashley Rep. I asked that this be sent to the Ashley rep as these were the instructions I was given. This is not from wear and tear, but a defective product. Ben - please call me at513-374-8593. I called customer service this morning and the lady said it is not normal for you to deal with customers directly.
Sent from Yahoo Mail on Android
From:"Cincinnati Overstock" <[email protected]>Date:Tue, Jan 13, 2015 at 9:47 AMSubject:Re: Ashley Couch
Thank you for the photos and we apologize for any issue. Let me start by informing you that I am NOT an Ashley rep. I am the warranty manager for Cincinnati Overstock and in no way work for Ashley. I am sorry that you are having issues with your sofa, but unfortunately Ashley, the manufacture, only offerers a 1year manufactures warranty, which is what we extend to you. The extended warranty which you were speaking of is not a full extended warranty, but rather an insurance policy for your furniture, which only coverers accidental damage and NOT wear and tear. I would be unable to offer any services on this piece and have that covered under warranty, but I can offer you the possibility of a repair. We have a repair specialist on staff at out Cincinnati location and he may be able to fix this. You would just be responsible for the repair fee, which I can offer you at a lower base rate. If you would like to bring that piece in please let us know so we can collect the fee and schedule you a time to drop of the piece.
Elaine ShafferWarranty and Parts Manager
Cincinnati Overstock
On Sun, Jan 11, 2015 at 10:01 AM, Shirley Burdette<[email protected]>wrote:
To whom it may concern:
My husband and I purchased a couch on February 24, 2013 along with a new mattress set from the Springdale store. Our invoice number is 20953, product #6450138, serial #S40299828.
Our couch is not even 2 years old and already deteriorating. So, I called the store we purchased the couch from and they said my couch was out of warranty and I did not have an extended warranty. The couch material on the arm is cracking. The CSR at the local store, now located in Tri-County, told me of a repair kit that I could use to prevent further cracking. I purchased the repair kit and it still continues to crack.
We I spoke to this specific CSR she mentioned an extended warranty. An extended warranty was not offered to me. In fact a mattress protector was offered because they said I needed it for the warranty on the mattress to be valid. If we were offered an extended warranty on the couch, I would have purchased.
However, why as a customer should you have to pay for an additional warranty to ensure your own satisfaction? Ashley Furniture, who thrives on customer satisfaction, as any company would do because customers keep you in business, should be able to ensure this satisfaction outside the 1 year - because Ashley stands by their products.
The couch that I previously had was a Broyhill, 10 years old, and not deteriorating or failing. The couch I had was in good condition and there was no reason to replace - only that I wanted a new couch and fresh look for our living room. Obviously, I made the wrong decision since my current Ashley couch is cracking, deteriorating and failing. It looks awful - as you can see from the pictures attached.
I spent my hard earned money for a couch that the sales rep "trusted" and "recommended" that obviously was not the case. The price $298.00 plus tax, plus delivery.
Since the CSR was not that helpful, I called the corporate number for Ashley Furniture. The CSR at the corporate office told me I have to call the local store again and send pictures. So, I called again and Ben Hayes answered the phone and told me to send an e-mail, I have also copied him.
I am hopeful that you can resolve my issue and replace my couch, as the product should not be cracking or failing. I was so excited about my purchases in 2013 I told my sister, who about 3 weeks later bought the same mattress set and bought the same couch and love seat. I also, told others, who went to the Kentucky store and purchased a couch and kids furniture. Now, I am definitely not excited nor recommend any products of the Ashley Brand.
Please pass this information on to the Ashley Rep who comes on Tuesday, January 13.
Thanks,
Shirley Burdette
513-374-8593
Regards,
Shirley Burdette
This
customer came into the [redacted] location to make a purchase on 2/27/2016. According to the notes from the sales person
that day, the customer did not want to have delivery at this time, but may call
back to add it at a later date for a charge of $95.00 plus tax. The customer
received a 4% discount on this ticket. On 3/4/2016, the customer came in and
added delivery and made another payment. On 3/21/2016 all items arrived at the
warehouse and the customer was added to the need to call list so that we could
collect the balance before delivery would be scheduled. On 3/22/2016 customer service left a
voicemail for the customer to inform them they needed to pay their
balance. They came into the store and
paid the balance off that same day. It
was explained at that time that delivery typically makes the calls to schedule
within 2 business days. The information
was sent over to the delivery company on the afternoon of 3/23/2016. His delivery was scheduled for
3/30/2016. The delivery company had an
issue arise and thus resulted in them being pushed back and they informed the customer that delivery would
be towards the end of the delivery window.
The delivery company then called the customer back and apologized that
they would be unable to make it that night but would deliver first thing in the
morning. We do not feel as though the
customer was misinformed, but the information that was given to the customer
may have been difficult to understand and a miscommunication had occurred. The delivery was completed and accepted by
the customer so we are not able to refund the delivery fee.
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.
I have not received any of these "several messages". The last phone call I received from Overstock warehouse was on 8/31/2015 at 10:51 AM. I was tole the delivery company would contact me by the end of that day or early the next morning and they did not. I had left them two messages since then (the second one informing them of my intent to file a complaint) with no return phone call even though their message machine claims they will return the call within 24 hours. The only thing I can think of is that they must be purposefully continuing to call the wrong number as I have left the correct number on their message machine every time and they managed to call the correct number before. Either that or they are lying. As for the delivery company, they did call once and left a message for me on 9/2/2015 between 6 and 9 ppm while I was in class. I called them back on 9/3/2015 at 6:23 PM and left them a message to which I have had no response.
Also, I don't recall being asked to submit pictures. The rep I spoke to on 8/31/2015 mentioned something about it in passing and I thought she was asking me if I had pictures. When she told me the delivery service would send someone out to assess the damage, I assumed that my pictures were not needed. I was never given an email or any other way to submit them.
Regards,
[redacted]
As of today, the complaint has been resolved.
Thank you,
[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.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]
This a complete contradiction of my complaint which the warranty person at Overstock told me. I was told the $53.50 would be refunded if the tech determined it was frame and would be fixed by the tech. There was nothing mentioned the $53.50 would go towards labor as if this was told to me I would not have paid up front for the tech visit. In my last conversation with the warranty person she said my money would be refunded and my couch WOULD NOT be fixed. I have received no refund and my couch is still broken. I must reiterate broken frame money refunded and couch fixed. If there was another problem my money would not be refunded. Manufacturers defect in the wood of the frame determined by the tech. It doesn't get any more factual than that. [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.
The information provided by the business is only half accurate. It scares me that a company like this would make false statements in response to a complaint. In their response they stated they have called me and left “voicemails” – I have never received a single call from anyone at Cincinnati Overstock, even after requesting a call from their GM on multiple occasions – all communications I have had with this business have been initiated by either my wife or myself (and I certainly have never received a voicemail from anyone at this company). Even after filing the complaint with the Revdex.com I sent them an e-mail requesting a call, which was never returned. Through my multiple calls to the business they have provided me various ETA’s and when I disconnect the call each time I am given assurance that the most recent ETA is accurate. In early February when they originally told me my order was going to be delayed I did speak to a woman over the weekend who offered to refund my money, but when I called back later that week that offer was no longer valid without a restocking fee (spoke with someone named ?Summer?). I finally got in touch with the original woman who offered to refund my money and after some negotiation was offered a $100 discount that turned into free delivery- this offer was accepted by me with the understanding that my merchandise would be received mid-March, which is obviously not the case. As this company stated in their response the merchandise will be in their warehouse on 03/30/2016, which means delivery will be scheduled from that point putting my wait time over two months.
Purchasing something valued over $1,500 from a company should be a positive, smooth, and easy experience - this nightmare has been anything but that. I understand that there are things ‘outside of their control’ here – but when I made this purchase I was lead to believe I would have a new sofa sitting in my living room in 2-3 weeks, not 2-3 months… Had this company given me a full disclosure and informed me at the time of purchase, I would have taken my business elsewhere or at least gone into the sale with a firm understanding that this may be an issue. This was never disclosed to me, this is highly unethical and I feel that any future customers they may have (certainly not referrals by me) should be aware of the possibility of significant delays prior to making their purchase and not mislead into believing they will have their merchandise in their general 2-3 week timeframe.
This delay has had a significant impact on my family, as stated previously I have two small children (ages 2 and 3) who are sitting along with my wife and I on lawn furniture in our living room right now. I have devoted countless hours to resolving this issue and I am hopeful that no one in the future will make a purchase from this company and have to suffer the same headache that my family and I have. I want Cincinnati Overstock to make this right and do the right thing.
Regards,
[redacted]
We do
apologize for any issues and confusion that may have occurred. When we are
dealing with a warranty claim that is over the 1yr standard warranty we have to
collect a service call fee upfront in order to send a tech to a customer's
home, which is what we did. Our furniture tech has full knowledge of all our manufactures warranties and sends us a full report of the issue once he has been to the
customer's home. Our tech did go out to the customer's home and upon reviewing
the issue he explained to the customer that his warranty would cover the parts,
but not the labor. The customer was given a labor quote and was told that if he
would like the repair completed to let him (the tech) know. The service fee
that was collected was to cover having the technician go out to his home and
any fees NOT covered by his warranty, in this case the labor. Once again we apologize for any issues, our tech is more than happy to return to the
customer’s home to complete the repair, but we would be unable to refund the
service fee at this time.
arial; font-size: small; background-color: rgb(255, 255, 255);">[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it. If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply. Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.]
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 Pending the couch is repaired.
Regards,
[redacted]
The issue I had with Cincinnati Overstock has been resolved.
Thank you,
[redacted]
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]
This is not an issue of parts replacement. You can not replace all of the material on a piece of furniture as that would be more difficult and costly than replacing the entire piece. It is out of warranty and are under no obligation to repair furnutire past the stated manufacture warranty. If the customer would like the name of a repair company and is willing to pay for the cost of the repair, we would be more than glad to ship any parts the manufacturer is willing to supply free of charge.
Thanks
Cincinnati Overstock
Revdex.com[redacted]
[redacted]
[redacted] ** [redacted]
Dear [redacted] :
This message is in regard to your concerns submitted on 1/14/2015 12:00:00 AM against Cincinnati Overstock, LLC. Your complaint was assigned ID [redacted]. We received the business's response to your concerns, and you can find the contents of the message below or attached.
To assist us in bringing this matter to a close, we would like to know your view on the matter.
* Has the company addressed the issues of this dispute?
* If not, why?
* Has the company met the agreement they outlined in their response?
Please submit your thoughts via online system, fax or mail within 7 days.
The text of your complaint may be publicly posted on Revdex.com's web site (Revdex.com reserves the right to not post in accordance with Revdex.com policy). Please do not include any personally identifiable information when you tell us about your problem or in your desired outcome. By submitting your complaint, you are representing that it is a truthful account of your experience with the business. Revdex.com may edit your complaint to protect privacy rights and to remove inappropriate language.
Your complaint will be made part of the company's Revdex.com Business Review. If we don't hear from you, your complaint will be reflected as "resolved." Should you have any questions or further concerns, please do not hesitate to contact us. We would be glad to assist you.
Regards,[redacted] Marketplace Resource Consultant [redacted]
[redacted]
MESSAGE FROM BUSINESS:
This is not an issue of parts replacement. You can not replace all of the material on a piece of furniture as that would be more difficult and costly than replacing the entire piece. It is out of warranty and are under no obligation to repair furnutire past the stated manufacture warranty. If the customer would like the name of a repair company and is willing to pay for the cost of the repair, we would be more than glad to ship any parts the manufacturer is willing to supply free of charge.
Thanks
Cincinnati Overstock
Revdex.com[redacted]Cincinnati Overstock, LLC [redacted]
[redacted] ** [redacted]
Dear [redacted]: This message is regarding complaint ID [redacted] submitted to Revdex.com about your business on 1/14/2015 12:00:00 AM by [redacted] .
Since your customer has not submitted any comments to that response, we will assume that this matter has been resolved and will close this case accordingly. We may reopen this case if your customer contacts us at a later date with additional concerns.
In addition to complaint information, Revdex.com Business Reviews also include basic background information about businesses. This data is used to calculate a letter grade rating for your business. This may be a good time to update your information by visiting us online at Revdex.com.org/cincinnati/join/.
Thank you for your cooperation in this matter and for your support of our self-regulatory goal.
Regards,[redacted] Marketplace Resource Consultant [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.
The story they tell is half truth. I was told within a week they would make the delivery. after 2 full weeks no date was given, no call to arrange a time. My time is worth something and being aggravated and beginning to sense a run around and when I asked to speak with [redacted], no call was made after the initial call to agree to give me a full credit. Had he called or answered my email, we could have resolved it long before now. So with no trust in heir word or follow through how can I give them the final say if it meets their definition of "pristine" condition just so they can give me only $164. XX rather than the $475 we agreed to and that I paid for the poor quality mattress??
If they want to bring a check and pick up the mattress, great that would be acceptable, but to do a "wait and see" situation to see if they follow through is NOT acceptable. I will also accept the replacement mattress we originally agreed to IF THEY CAN give me a date within a week to ten days from the time I give them my [redacted] again, I will accept that as a suitable settlement.
Delivery and or pick-up needs to be on a Tuesday or Thursday as I work from home those days and would be available All day. I live with in 3 to 4 miles of the Springdale location. They were charging me $80.00 to deliver which being that close and a problem I did not create, is enough money for them to rent a truck for an hour and make the effort to accommodate a reasonable time. If I could handle the mattress, I would rent a truck and do it myself and save $60.00
Why after 3 weeks they hadn't called to schedule a delivery is sure strange.
Regards,
[redacted]
The GM responded to this customer and did replace his mattress at our expense.
The customer was told he could cancel his order up until the time they ship for delivery. After we received them the customer called to cancel the order. We can not return them and have not sold any others like it this year. We informed the customer that we could not keep them....
The customer could sell the items through an online account and we would be willing to coordinate pickup or deliveries for his buyers. We are also willing to store them, at no charge, until his buyers have taken possession. it is also unreasonable to think a company we would order in 6 items of the same thing for a customer and then be expected to keep them all and refund the customer. These items were purchased specifically for the customer.
We apologize for any issues with your delivery and items. We are glad to see that things have been resolved and are very sorry for any inconveniences that this may have caused. We hope that you will give our company a chance in the future.
Terrible, quoted 1-2 weeks for delivery... After 4 they called the day before delivery and told me they sold my dining room table. 3 days before Christmas dinner with my family and now I am without a table. No apology, or offer to replace with another in stock table or anything. Just tough luck for the customer
Customer has been contacted and apologized to by both the manager of the Customer Service department as well as the offending representative. This issue has been reviewed and the customer service agent has met with the General Manager of the company as well as his Customer Service Manager. He has been re-trained in this area and this will no longer be an issue with future customers. This customer has the direct line to our Customer Service Manager and she has been notified to call if there is are any problems whatsoever. She has also been given the information to resolve any issues regarding the blemishes on her items.