At this time I will not be able to accept this response because first, there are a few things in this letter from Levin's that are inaccurate and secondly this letter does not address the other issue I have regarding the quality of the dining room tableI have spent over a year dealing with Levin's going back and forth with themI unfortunately can not continue wasting more time dealing directly with themWith regards to the letter, first - the sales date was 1/4/not 1/4/Secondly we have not been informed of any credit that we have received for the missed delivery so I cannot confirm this factWhat I can confirm however is that neither my husband nor I received a call or voicemail on or around March 3rd regarding the fact that our furniture was inThis is a typical interaction that we have had with Levin's, in fact many times in the past I have left numerous voicemails for them to check on the status of the replacement that have gone unansweredFinally, this letter also does not reference any of the challenges we had with regards to the quality of the dining room table that was mentioned in our letterSince we wrote our initial letter on 1.24.16, we have also had to glue parts of the chairs back together that have randomly fallen off
May 19, 2015 Re: Case ID # *** *** *** Dear *** ***, Please accept this letter as a response to the rejection filed by *** *** *** *** purchased a power recliner on August 13, that was delivered on August 20, 2015. The customer also purchased a five year protection warranty for specific accidental damage and extended warranty for the reclining and power components coverage for repairs.On February 24, 2015, the customer requested service. The technician found that the wires for the power components had become caught in the mechanism and were shredded. The technician had disconnected the wires to prevent a safety hazard. The new wiring components were ordered but were sent incorrectly by the manufacturer. The correct parts have arrived and the customer is scheduled for a service appointment on May for new power components to be installed We apologize for any inconvenience for the issue with the parts arriving incorrectly. With concern for our customer’s safety, removing the shredded wires needed to be done to reduce the risk of injury or other loss. As a courtesy to our valued customer, we will also provide a merchandise gift certificate for $as a token of our appreciation.Please do not hesitate to contact me at *** *** *** ** *** should you have any questions or concerns.Sincerely, *** ***Director of Customer Service
Re: Case ID # *** *** *** Dear MsGasser, Please accept this letter as a response to complaint filed by *** ***. The customer purchased a full mattress and full adjustable base on November 28, 2015, that was delivered on December 8, On March 7, 2016, the customer
requested service for the mattress. The mattress was inspected on March 30, and no defects were found Although not defective, Levin has contacted the manufacturer who has agreed to accept the return of the full size mattress for a refund. The mattress return total is $($mattress plus $tax). Once returned, Levin will process the refund on the customer’s bankcard use at point of original purchasePlease do not hesitate to contact me at ***, extension ***, or *** should you have any questions or concernsSincerely, Paula R***Director of Customer Service
Revdex.com:
I have reviewed the response made by Levin's with their last offer. An attorney suggested that I let them try to fix it before taking any additional action. They have returned my money for the fabric protectionI am looking forward to having this overI except the gift certificate and will look for it in the mailI hope they sent someone capable of fixing it
Regards,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me. I wasn't aware that I was to provide a response to Levin's letterI had been waiting to hear from them directlyTheir offer of a gift card would be fineI'm sure we could find something there for the house as some pointThank you for your helpAs the store rep advised, we did purchase a very similar bed elsewhereThe store manager did contact me and I made him directly aware of what happened as wellAs long as they send a gift card as offered in their letter, then I am satisfied that they resolved my issueThank you!*** ***
I wasn't aware that I was to provide a response to Levin's letterI had been waiting to hear from them directlyTheir offer of a gift card would be fineI'm sure we could find something there for the house as some pointThank you for your helpAs the store rep advised, we did purchase a very similar bed elsewhereThe store manager did contact me and I made him directly aware of what happened as wellAs long as they send a gift card as offered in their letter, then I am satisfied that they resolved my issueThank you!-Cheryl HindmanI wasn't aware that I was to provide a response to Levin's letterI had been waiting to hear from them directlyTheir offer of a gift card would be fineI'm sure we could find something there for the house as some pointThank you for your helpAs the store rep advised, we did purchase a very similar bed elsewhereThe store manager did contact me and I made him directly aware of what happened as wellAs long as they send a gift card as offered in their letter, then I am satisfied that they resolved my issueThank you!-Cheryl Hindman
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]
June 14, 2015Re: Case ID # [redacted]Dear [redacted],Please accept this letter as a response to complaint filed by [redacted]. Ms. [redacted] purchased an accent chair on May 31, 2014, that as delivered June 13, 2014. On November 7, 2014, the customer requested service and the...
cushion was replaced. Fabric pilling is not a factory defect, but Levin’s tech used a fabric shaver as a courtesy to the customer. The customer contacted the manufacturer who also advised the customer that pilling was not a defect.As a courtesy, Levin has agreed to accept return of the chair for partial credit on another purchase. The customer agreed to this option on June 11, 2015.Please do not hesitate to contact me at [redacted] should you have any questions or concerns.Sincerely,[redacted]Director of Customer Service
June 8, 2016Re: Case ID # [redacted] Dear Ms. [redacted],Please accept this letter as a response to complaint filed by [redacted]. The customer purchased a queen bedding set on February 28, 2011, that was delivered on March 12, 2011. On april 25, 2016, the customer...
requested service to inspect his bedding for defects. The technician inspected the bedding on May 17, 2016, and found no defects as the impression was under 1.5 inches and the sides in normal condition (see attached inspection and manufacturer’s warranty document).Levin offers a free inspection after six months should the customer wish to have another warranty check.Please do not hesitate to contact me at [redacted] should you have any questions or concerns.Sincerely,Paula R[redacted]Director of Customer Service
May 19, 2015 Re: Case ID # [redacted]
Dear [redacted],Please accept this letter as an updated response to the claim filed by [redacted]. Mr. Senjan purchased a Stearns & Foster king set on May 3, 2014, that was delivered on May 8, 2014. On August 14, 2015...
the customer chose to return the mattress under their 120 Day Comfort Guarantee and selected another style of mattress from Grand Legacy. The customer’s new mattress was delivered on August 20, 2014.On February 6, 2015, the customer requested service for their Grand Legacy mattress. On February 17, 2015,a technician inspected the mattress and found no defects.As two of the luxury brand mattresses were not acceptable to the customer, Levin has scheduled a return of their king set on May 28, 2015. Levin will refund using the original method of payment to the customer.Please do not hesitate to contact me at [redacted] should you have any questions or concerns.Sincerely,[redacted] Director of Customer Service
December 11, 2017Re: Complaint [redacted]Dear Ms. [redacted],Please accept this letter as a response to the claim filed by [redacted]. The customer purchased a recliner and reclining sofa on May 16, 2015, that was delivered on May 23, 2015. The manufacturer offers a...
one-year warranty on the cover and labor from date of delivery.The customer had contacted Levin about issues with arm being worn on July 3, 2016. Levin had advised her that it was out of warranty. On October 26, 2017, the customer contacted Levin regarding the wearing of her furniture. Levin left a message on October 26, 2017, for the customer, advising that the furniture being out of warranty since May 2016, but asked the customer to send photos of the furniture so that we could review and determine if parts for her purchase would be available. We did not receive a response or photos from the customer.If the customer could send photos of the concerns, Levin would contact the factory on her behalf to see what options she has for purchase parts and labor fees. Photos can be submitted by visiting LevinFurniture.com and select the Contact Us option at the bottom of the home page.Please do not hesitate to contact me at [redacted] should you have any questions or concerns. Sincerely,Paula R[redacted]Director of Customer Service
February 22, 2017Re: Complaint [redacted]Dear Ms. [redacted],Please accept this letter as a response to the claim filed by [redacted]. The customer purchased a special order power chair on July 19, 2015 that was delivered on September 11, 2015. The customer also purchased an...
additional repair warranty that offers coverage for 5 years (where the manufacturer’s warranty covers one-year labor repairs). On January 9, 2017, the customer requested service. The technician inspected the power chair to find that the wooden seat box of the recliner was broken. This type of repair required wooden replacements to the frame that could not be completed in the home. Levin had arranged transportation of the chair from the customer’s home and back after the repair was completed at our warehouse shop.The chair was returned to the customer with the repairs completed on February 18, 2016. Repairs were covered by the warranty that the customer purchased. We apologize for the time frame for the repair. Please do not hesitate to contact me at [redacted], extension [redacted], or [redacted] should you have any questions or concerns. Sincerely,Paula R[redacted]Director of Customer Service
August 15, 2015Re: Case ID #[redacted]Dear Ms. Gasser,Please accept this letter as a response to complaint filed by [redacted]. The customer purchased a king Stearns & Foster mattress, pair of boxsprings and mattress protector on November 11, 2005. The mattress, boxsprings and frame were delivered on November 23, 2005. The protector was taken by the customer on the day of purchase.On April 27, 2015 the customer requested service for their mattress for sagging. On April 30, 2015, the bedding was inspected. There were impressions meeting and exceeding the factory guidelines of 1.5” to be considered a defect. However, there were multiple stains on the mattress which according to the factory guidelines void the warranty (see attached). As the customer purchased a mattress protector, should a stain occur on the protector and pass to the mattress, the stain needed to be reported within three days so that remedies could be put in place in an attempt to remove the stain. This information would have been conveyed at point of sale in 2005.Although the factory warranty is void due to the stains, and the stains were not reported by the customer, Levin will accept the return of the mattress only (in the mattress only amount of $1335.72 plus tax) and refund the customer.Please do not hesitate to contact me at [redacted] should you have any questions or concerns. Sincerely, Paula R[redacted] Director of Customer Service
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]
September 21, 2016Re: Complaint [redacted] Dear Ms. [redacted],Please accept this letter as a response to the claim filed by [redacted]. The customer purchased a special order 2-piece sectional that was delivered on March 10, 2016. A service technician had inspected...
the sectional on June 4, 2016. Although it was found not to be defective, the technician added additional seat foam to accommodate the customer’s concern. On June 24, 2016, the customer contacted Levin with her concerns with the seating. As it was determined not defective by the technician on June 4, 2016, Levin offered to bring the custom shop to inspect. Levin offered to inspect again and add additional padding to meet the customer’s preference as it was not determined to be defective on June 4.The customer scheduled the pick-up of her furniture to be sent to our custom shop for August 25, 2016. The customer had then refused to allow the delivery team to bring the furniture to be inspected on the day of pick-up by the delivery team.Please see the attached order copy with the terms of sale. Although not defective, Levin is willing to complete an additional inspection. The customer is not allowing the additional inspection.Please do not hesitate to contact me at [redacted], extension [redacted], or [redacted] should you have any questions or concerns. Sincerely,Paula R[redacted]Director of Customer Service
December 11, 2016Re: Complaint [redacted]Dear Ms. [redacted],Please accept this letter as a response to the claim filed by [redacted]. The customer purchased a reclining sofa and loveseat on October 28, 2015, that was delivered on December 1, 2016. The customer requested...
service on December 30, 2015, for the furniture sitting into the carpeting. The technician inspected the furniture on January 22, 2016, and found no defects and suggested floor coasters to help prevent the furniture from sitting into the carpeting. On December 1, 2016, the customer contacted the corporate office. We apologize for the call not being returned. The customer advised that the reclining end is not properly working and that a board is broken. Levin has scheduled a technician to visit the home on December 21, 2016, to address the concerns with the furniture.Please do not hesitate to contact me at [redacted], extension [redacted], or [redacted] should you have any questions or concerns. Sincerely,Paula R[redacted]Director of Customer Service
March 12, 2018Re: Complaint # [redacted]Dear Ms. [redacted],Please accept this letter as a response to the claim filed by [redacted]. The customer purchased a queen bed, dresser, mirror, chest, two nightstands on February 2, 2013 that was delivered on April 10, 2013. The...
customer also purchased the accidental damage protection plan serviced by Guardian Protection. This plan covers accidental damage for a single relateable and specific incident.Guardian Protection declined the customer’s claim since they were unable to provide the cause of the accident. Levin in an attempt to assist the customer contacted the manufacturer to see if a replacement top was available. Unfortunately, it was not available and the customer was notified on February 6,2018.As a valued Levin customer, in addition to his protection plan rebate of $259.99 that will be issued after five years from delivery, Levin will send a merchandise certificate in the amount of $200 (the nightstand price was $307) as a token of our appreciation. The $200 certificate would be mailed to the customer via USPS. The protection plan rebate will be emailed to the customer’s Comcast email account listed in this complaint after the five-year anniversary. We apologize for any inconvenience that this has caused.Please do not hesitate to contact me at [redacted], extension [redacted], or [redacted] should you have any questions or concerns. Sincerely,Paula R[redacted]Director of Customer Service
October 21, 2016Re: Complaint [redacted]Dear Ms. [redacted],Please accept this letter as a response to the claim filed by [redacted]. The customer purchased a queen mattress and boxsprings on April 16, 2016, that was delivered on April 20, 2016. On September 24, 2016, the customer requested service for the mattress. The technician inspected the mattress on October 7, 2016, and found no defects. Although not defective, the manufacturer made an exception and the customer will be permitted one reselection if they select from a firmer category. The customer accepted this offer.Please do not hesitate to contact me at [redacted], extension [redacted], or [redacted] should you have any questions or concerns. Sincerely,Paula R[redacted]Director of Customer Service
September 28, 2015 Re: Case ID # [redacted] Dear [redacted],Please accept this letter as a response to complaint filed by [redacted]. The customer purchased a sectional on March 18, 2015, that was delivered on April 15, 2015. Service was requested but since the repair...
failed, Levin has arranged an exchange for the customer. The customer has made a new selection that will be exchanged one it arrives from the manufacturer. We apologize for any inconvenience that this may have caused.Please do not hesitate to contact me at [redacted] should you have any questions or concerns. Sincerely, Paula R[redacted]Director of Customer Service
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.
Regards,
[redacted] They failed to mention the damage that occurred, before the item arrived, in addition to the splintering. Also there was no mention of how horribly unresponsive and rude 2 representatives were before I told them I was contacting the Revdex.com. Finally someone called me back and acted as though their intent was to replace the item from day one. That was NOT the case. RUDE, unknowledgeable and obnoxious customer service is unacceptable. People shouldn't have to fight to have the right thing done!
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me so long as I receive a full refund for the additional amount that was charged to my card of $499.18.
Regards,
[redacted]
At this time I will not be able to accept this response because first, there are a few things in this letter from Levin's that are inaccurate and secondly this letter does not address the other issue I have regarding the quality of the dining room tableI have spent over a year dealing with Levin's going back and forth with themI unfortunately can not continue wasting more time dealing directly with themWith regards to the letter, first - the sales date was 1/4/not 1/4/Secondly we have not been informed of any credit that we have received for the missed delivery so I cannot confirm this factWhat I can confirm however is that neither my husband nor I received a call or voicemail on or around March 3rd regarding the fact that our furniture was inThis is a typical interaction that we have had with Levin's, in fact many times in the past I have left numerous voicemails for them to check on the status of the replacement that have gone unansweredFinally, this letter also does not reference any of the challenges we had with regards to the quality of the dining room table that was mentioned in our letterSince we wrote our initial letter on 1.24.16, we have also had to glue parts of the chairs back together that have randomly fallen off
May 19, 2015 Re: Case ID # *** *** *** Dear *** ***, Please accept this letter as a response to the rejection filed by *** *** *** *** purchased a power recliner on August 13, that was delivered on August 20, 2015. The customer also purchased a five year protection warranty for specific accidental damage and extended warranty for the reclining and power components coverage for repairs.On February 24, 2015, the customer requested service. The technician found that the wires for the power components had become caught in the mechanism and were shredded. The technician had disconnected the wires to prevent a safety hazard. The new wiring components were ordered but were sent incorrectly by the manufacturer. The correct parts have arrived and the customer is scheduled for a service appointment on May for new power components to be installed We apologize for any inconvenience for the issue with the parts arriving incorrectly. With concern for our customer’s safety, removing the shredded wires needed to be done to reduce the risk of injury or other loss. As a courtesy to our valued customer, we will also provide a merchandise gift certificate for $as a token of our appreciation.Please do not hesitate to contact me at *** *** *** ** *** should you have any questions or concerns.Sincerely, *** ***Director of Customer Service
Re: Case ID # *** *** *** Dear MsGasser, Please accept this letter as a response to complaint filed by *** ***. The customer purchased a full mattress and full adjustable base on November 28, 2015, that was delivered on December 8, On March 7, 2016, the customer
requested service for the mattress. The mattress was inspected on March 30, and no defects were found Although not defective, Levin has contacted the manufacturer who has agreed to accept the return of the full size mattress for a refund. The mattress return total is $($mattress plus $tax). Once returned, Levin will process the refund on the customer’s bankcard use at point of original purchasePlease do not hesitate to contact me at ***, extension ***, or *** should you have any questions or concernsSincerely, Paula R***Director of Customer Service
Revdex.com:
I have reviewed the response made by Levin's with their last offer. An attorney suggested that I let them try to fix it before taking any additional action. They have returned my money for the fabric protectionI am looking forward to having this overI except the gift certificate and will look for it in the mailI hope they sent someone capable of fixing it
Regards,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me. I wasn't aware that I was to provide a response to Levin's letterI had been waiting to hear from them directlyTheir offer of a gift card would be fineI'm sure we could find something there for the house as some pointThank you for your helpAs the store rep advised, we did purchase a very similar bed elsewhereThe store manager did contact me and I made him directly aware of what happened as wellAs long as they send a gift card as offered in their letter, then I am satisfied that they resolved my issueThank you!*** ***
I wasn't aware that I was to provide a response to Levin's letterI had been waiting to hear from them directlyTheir offer of a gift card would be fineI'm sure we could find something there for the house as some pointThank you for your helpAs the store rep advised, we did purchase a very similar bed elsewhereThe store manager did contact me and I made him directly aware of what happened as wellAs long as they send a gift card as offered in their letter, then I am satisfied that they resolved my issueThank you!-Cheryl HindmanI wasn't aware that I was to provide a response to Levin's letterI had been waiting to hear from them directlyTheir offer of a gift card would be fineI'm sure we could find something there for the house as some pointThank you for your helpAs the store rep advised, we did purchase a very similar bed elsewhereThe store manager did contact me and I made him directly aware of what happened as wellAs long as they send a gift card as offered in their letter, then I am satisfied that they resolved my issueThank you!-Cheryl Hindman
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]
June 14, 2015Re: Case ID # [redacted]Dear [redacted],Please accept this letter as a response to complaint filed by [redacted]. Ms. [redacted] purchased an accent chair on May 31, 2014, that as delivered June 13, 2014. On November 7, 2014, the customer requested service and the...
cushion was replaced. Fabric pilling is not a factory defect, but Levin’s tech used a fabric shaver as a courtesy to the customer. The customer contacted the manufacturer who also advised the customer that pilling was not a defect.As a courtesy, Levin has agreed to accept return of the chair for partial credit on another purchase. The customer agreed to this option on June 11, 2015.Please do not hesitate to contact me at [redacted] should you have any questions or concerns.Sincerely,[redacted]Director of Customer Service
June 8, 2016Re: Case ID # [redacted] Dear Ms. [redacted],Please accept this letter as a response to complaint filed by [redacted]. The customer purchased a queen bedding set on February 28, 2011, that was delivered on March 12, 2011. On april 25, 2016, the customer...
requested service to inspect his bedding for defects. The technician inspected the bedding on May 17, 2016, and found no defects as the impression was under 1.5 inches and the sides in normal condition (see attached inspection and manufacturer’s warranty document).Levin offers a free inspection after six months should the customer wish to have another warranty check.Please do not hesitate to contact me at [redacted] should you have any questions or concerns.Sincerely,Paula R[redacted]Director of Customer Service
May 19, 2015 Re: Case ID # [redacted]
Dear [redacted],Please accept this letter as an updated response to the claim filed by [redacted]. Mr. Senjan purchased a Stearns & Foster king set on May 3, 2014, that was delivered on May 8, 2014. On August 14, 2015...
the customer chose to return the mattress under their 120 Day Comfort Guarantee and selected another style of mattress from Grand Legacy. The customer’s new mattress was delivered on August 20, 2014.On February 6, 2015, the customer requested service for their Grand Legacy mattress. On February 17, 2015,a technician inspected the mattress and found no defects.As two of the luxury brand mattresses were not acceptable to the customer, Levin has scheduled a return of their king set on May 28, 2015. Levin will refund using the original method of payment to the customer.Please do not hesitate to contact me at [redacted] should you have any questions or concerns.Sincerely,[redacted] Director of Customer Service
December 11, 2017Re: Complaint [redacted]Dear Ms. [redacted],Please accept this letter as a response to the claim filed by [redacted]. The customer purchased a recliner and reclining sofa on May 16, 2015, that was delivered on May 23, 2015. The manufacturer offers a...
one-year warranty on the cover and labor from date of delivery.The customer had contacted Levin about issues with arm being worn on July 3, 2016. Levin had advised her that it was out of warranty. On October 26, 2017, the customer contacted Levin regarding the wearing of her furniture. Levin left a message on October 26, 2017, for the customer, advising that the furniture being out of warranty since May 2016, but asked the customer to send photos of the furniture so that we could review and determine if parts for her purchase would be available. We did not receive a response or photos from the customer.If the customer could send photos of the concerns, Levin would contact the factory on her behalf to see what options she has for purchase parts and labor fees. Photos can be submitted by visiting LevinFurniture.com and select the Contact Us option at the bottom of the home page.Please do not hesitate to contact me at [redacted] should you have any questions or concerns. Sincerely,Paula R[redacted]Director of Customer Service
February 22, 2017Re: Complaint [redacted]Dear Ms. [redacted],Please accept this letter as a response to the claim filed by [redacted]. The customer purchased a special order power chair on July 19, 2015 that was delivered on September 11, 2015. The customer also purchased an...
additional repair warranty that offers coverage for 5 years (where the manufacturer’s warranty covers one-year labor repairs). On January 9, 2017, the customer requested service. The technician inspected the power chair to find that the wooden seat box of the recliner was broken. This type of repair required wooden replacements to the frame that could not be completed in the home. Levin had arranged transportation of the chair from the customer’s home and back after the repair was completed at our warehouse shop.The chair was returned to the customer with the repairs completed on February 18, 2016. Repairs were covered by the warranty that the customer purchased. We apologize for the time frame for the repair. Please do not hesitate to contact me at [redacted], extension [redacted], or [redacted] should you have any questions or concerns. Sincerely,Paula R[redacted]Director of Customer Service
August 15, 2015Re: Case ID #[redacted]Dear Ms. Gasser,Please accept this letter as a response to complaint filed by [redacted]. The customer purchased a king Stearns & Foster mattress, pair of boxsprings and mattress protector on November 11, 2005. The mattress, boxsprings and frame were delivered on November 23, 2005. The protector was taken by the customer on the day of purchase.On April 27, 2015 the customer requested service for their mattress for sagging. On April 30, 2015, the bedding was inspected. There were impressions meeting and exceeding the factory guidelines of 1.5” to be considered a defect. However, there were multiple stains on the mattress which according to the factory guidelines void the warranty (see attached). As the customer purchased a mattress protector, should a stain occur on the protector and pass to the mattress, the stain needed to be reported within three days so that remedies could be put in place in an attempt to remove the stain. This information would have been conveyed at point of sale in 2005.Although the factory warranty is void due to the stains, and the stains were not reported by the customer, Levin will accept the return of the mattress only (in the mattress only amount of $1335.72 plus tax) and refund the customer.Please do not hesitate to contact me at [redacted] should you have any questions or concerns. Sincerely, Paula R[redacted] Director of Customer Service
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]
September 21, 2016Re: Complaint [redacted] Dear Ms. [redacted],Please accept this letter as a response to the claim filed by [redacted]. The customer purchased a special order 2-piece sectional that was delivered on March 10, 2016. A service technician had inspected...
the sectional on June 4, 2016. Although it was found not to be defective, the technician added additional seat foam to accommodate the customer’s concern. On June 24, 2016, the customer contacted Levin with her concerns with the seating. As it was determined not defective by the technician on June 4, 2016, Levin offered to bring the custom shop to inspect. Levin offered to inspect again and add additional padding to meet the customer’s preference as it was not determined to be defective on June 4.The customer scheduled the pick-up of her furniture to be sent to our custom shop for August 25, 2016. The customer had then refused to allow the delivery team to bring the furniture to be inspected on the day of pick-up by the delivery team.Please see the attached order copy with the terms of sale. Although not defective, Levin is willing to complete an additional inspection. The customer is not allowing the additional inspection.Please do not hesitate to contact me at [redacted], extension [redacted], or [redacted] should you have any questions or concerns. Sincerely,Paula R[redacted]Director of Customer Service
December 11, 2016Re: Complaint [redacted]Dear Ms. [redacted],Please accept this letter as a response to the claim filed by [redacted]. The customer purchased a reclining sofa and loveseat on October 28, 2015, that was delivered on December 1, 2016. The customer requested...
service on December 30, 2015, for the furniture sitting into the carpeting. The technician inspected the furniture on January 22, 2016, and found no defects and suggested floor coasters to help prevent the furniture from sitting into the carpeting. On December 1, 2016, the customer contacted the corporate office. We apologize for the call not being returned. The customer advised that the reclining end is not properly working and that a board is broken. Levin has scheduled a technician to visit the home on December 21, 2016, to address the concerns with the furniture.Please do not hesitate to contact me at [redacted], extension [redacted], or [redacted] should you have any questions or concerns. Sincerely,Paula R[redacted]Director of Customer Service
March 12, 2018Re: Complaint # [redacted]Dear Ms. [redacted],Please accept this letter as a response to the claim filed by [redacted]. The customer purchased a queen bed, dresser, mirror, chest, two nightstands on February 2, 2013 that was delivered on April 10, 2013. The...
customer also purchased the accidental damage protection plan serviced by Guardian Protection. This plan covers accidental damage for a single relateable and specific incident.Guardian Protection declined the customer’s claim since they were unable to provide the cause of the accident. Levin in an attempt to assist the customer contacted the manufacturer to see if a replacement top was available. Unfortunately, it was not available and the customer was notified on February 6,2018.As a valued Levin customer, in addition to his protection plan rebate of $259.99 that will be issued after five years from delivery, Levin will send a merchandise certificate in the amount of $200 (the nightstand price was $307) as a token of our appreciation. The $200 certificate would be mailed to the customer via USPS. The protection plan rebate will be emailed to the customer’s Comcast email account listed in this complaint after the five-year anniversary. We apologize for any inconvenience that this has caused.Please do not hesitate to contact me at [redacted], extension [redacted], or [redacted] should you have any questions or concerns. Sincerely,Paula R[redacted]Director of Customer Service
October 21, 2016Re: Complaint [redacted]Dear Ms. [redacted],Please accept this letter as a response to the claim filed by [redacted]. The customer purchased a queen mattress and boxsprings on April 16, 2016, that was delivered on April 20, 2016. On September 24, 2016, the customer requested service for the mattress. The technician inspected the mattress on October 7, 2016, and found no defects. Although not defective, the manufacturer made an exception and the customer will be permitted one reselection if they select from a firmer category. The customer accepted this offer.Please do not hesitate to contact me at [redacted], extension [redacted], or [redacted] should you have any questions or concerns. Sincerely,Paula R[redacted]Director of Customer Service
September 28, 2015 Re: Case ID # [redacted] Dear [redacted],Please accept this letter as a response to complaint filed by [redacted]. The customer purchased a sectional on March 18, 2015, that was delivered on April 15, 2015. Service was requested but since the repair...
failed, Levin has arranged an exchange for the customer. The customer has made a new selection that will be exchanged one it arrives from the manufacturer. We apologize for any inconvenience that this may have caused.Please do not hesitate to contact me at [redacted] should you have any questions or concerns. Sincerely, Paula R[redacted]Director of Customer Service
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.
Regards,
[redacted] They failed to mention the damage that occurred, before the item arrived, in addition to the splintering. Also there was no mention of how horribly unresponsive and rude 2 representatives were before I told them I was contacting the Revdex.com. Finally someone called me back and acted as though their intent was to replace the item from day one. That was NOT the case. RUDE, unknowledgeable and obnoxious customer service is unacceptable. People shouldn't have to fight to have the right thing done!
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me so long as I receive a full refund for the additional amount that was charged to my card of $499.18.
Regards,
[redacted]