November 1, 2017Re: Complaint [redacted]Dear Ms. [redacted],Please accept this letter as a response to the claim filed by [redacted]. [redacted] and [redacted] purchased a special order three-piece sectional on December 3, 2016, that was delivered on January 26,...
2017. Special order purchases require a 50% deposit that is non-refundable. On March 24, 2017, the customer requested service for the chaise seat core. The part was ordered from the manufacturer and installed on May 26, 2017. Upon installation, the customer had concerns with the other two sections. Replacement seat cores were ordered for the armless and left section. The seat cores were installed on July 14, 2017. The customer had asked about a possible discount, but the discount offered was not acceptable to the customer. A technician took photos of the impressions on the seats to send to the manufacture. The manufacturer’s warranty on the seat cores is for 3 years. The factory authorized replacement cores and Levin also offered to add reinforcement to the frame system to provide an additional support. On October 27, 2017, the customer scheduled a technician visit on November 1, 2017. At today’s visit, Levin agreed to accept a return for a refund for the sectional’s purchase price ($1,890 for the three sectional pieces plus tax of $113.40 for a total $2,003.40). Once the furniture is returned, Levin will process the refund to the bank card used on the original purchase. The customer scheduled the return for November 9, 2017.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
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,
Rose Hess Im sorry but I didn't see any kind of resolution to me having to wait 3 moths for a part! This is how you do business? How do you order the wrong part? and tear apart my chair without checking the part first?? They told me what I already knew which is wait, wait and wait some more while we "try" to get the right part this time. Its apparent Levin furniture doesn't care as they are offering me nothing but their broken chair and poor customer service and even worse repair department. As Levin already knows I have no choice but to wait and wait and wait some more......for hopefully the correct part this time, who knows what I will get this time? That said you better believe I will tell EVERYONE I know to never ever buy from Levin!!!!!!! As this was my first and last purchase from them!!!!!
Please accept this letter as a response to the claim filed by [redacted]. The customer purchased a sectional along with a five-year accidental protection plan through Guardian Protection on September 2013, that was delivered on November 2013. The protection plan covers accidental rips,...
tears or burns from a relatable incident. As this issue was not covered by the protection plan as was listed in the 2015 complaint., as a courtesy, Levin will replace the right chaise item for the customer to fulfill the coverage on this item. Please do not hesitate to contact me at ###-###-####, extension [redacted], or [redacted] should you have any questions or concerns. Sincerely, Paula R[redacted] Director of Customer Service
August 28, 2016Re: Complaint [redacted] Dear Ms. [redacted],Please accept this letter as a response to the claim filed by [redacted]. The customer purchased two special order chairs on April 3, 2016. The customer picked up the chairs from the store on May 6, 2016.The customer...
later came into the store concerned about the fabric, but it was confirmed that the fabric ordered was on their chairs, so they are correct. Unfortunately, special order items are non-returnable as listed in their order copy. Levin offers service on any warranty concerns and will resolve them with a repair. If the customer wishes to have the service arranged, Levin will send a technician to the home to review their condition and take steps to restore them.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 an updated response to the claim filed by [redacted]. The customer purchased a special order reclining sofa and a recliner on April 25, 2014, that was delivered on June 26, 2014. The manufacturer’s warranty is for free repair of manufacturer’s defects for one year from date of delivery (through April 2015). The manufacturer’s warranty for labor had expired April 2015. The manufacturer’s warranty on the metal mechanism and cushions each have replacement parts coverage but the customer would be responsible for installation costs (see the attached manufacturer’s warranty). Leather and fabric components are covered by the manufacturer’s warranty for one year from date of delivery. Although, the factory would not cover the cost of repairs after the warranty period, Levin as a courtesy offered to make this repair at no charge to the customer. 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 27, 2015Re: Case ID # [redacted]Dear Ms. [redacted],Please accept this letter as a response to the complaint filed by [redacted]. The customer purchased a sectional on March 19, 2014, that was delivered on March 29. 2014. The customer also...
purchased an accidental fabric damage protection program that covers stains from anything that you eat or drink, as well as accidental rips, tears or burns. Accidents are from a specific incident and reported within 30 days. Makeup would not be covered by the protection program.Levin can meet the request to refund the warranty program cost and the products taken at time of sale. As an alternative option, if the makeup stain is on a removable seat, Levin may be able to obtain a price for the seat cover from the manufacturer. If the customer would emails photos of the makeup stain, we can advise if parts are available in lieu of the protection refund. Photos can be emailed to [redacted]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 will accept the resolution as laid out by Levin for a $200 gift certificate as well as a refund of the $89.99 for the protection plan.Important items to note, however:- When the protection plan was sold to me, I was told it would cover any and all issues with the item - not limited to only accidental incidents. They should consider not misleading customers when they purchase the plan, as was in my case.- Also I would like to point out again that sending a tech out to measure for new cushions was not going to resolve my issue... and it also would have been at my expense. Levin should consider these things before proposing them as "solutions" to unhappy clients. - Last but not least, it is worth mentioning that while Levin has not been helpful in actually remedying the issues with my sofa that I've owned for less than two years, at least the manufacturer of the sofa has been.... who is replacing the cushions FREE OF CHARGE. I had to contact the manufacturer directly since Levin would not accommodate me or do that on my behalf.
Regards, [redacted]
January 10, 2017Re: Complaint [redacted]Dear Ms. [redacted],Please accept this letter as a response to the claim filed by [redacted]. The customer purchased a sectional on October 3, 2015, that was delivered on October 13, 2015. The customer also purchased an accidental...
protection plan for specific incidents (stains from food/beverage, accidental rips, tears, and burns). The factory’s warranty is for repair of manufacturer’s defects. On October 5, 2016, the customer requested service for the cover peeling. A technician inspected the furniture on October 11, 2016. The cup holder for the console was missing and the lid was torn. Some of the cover issues are covered by the manufacturer’s warranty for repair. There is some damage due to a household source. Levin has ordered a replacement console lid and replacement back and seat. The parts have shipped from the manufacturer. Once they arrive Levin will contact the customer to schedule the part installation.Please do not hesitate to contact me at [redacted], extension [redacted] should you have any questions or concerns. Sincerely,Paula R[redacted]Director of Customer Service
December 27, 2015Re: Case ID # [redacted]Dear [redacted],Please accept this letter as a response to the claim filed by [redacted]. [redacted] purchased a bedroom group on December 5, 2014 that was delivered on December 12, 2014.On July 1, 2015, the customer requested service for the...
drawer of his dresser. Parts were ordered from the factory which is located overseas. On September 23, 2015, Levin issued a $50 discount for the delay in receiving the part. On December 3, 2015, the repair technician completed the service on the dresser.We apologize for the delay in part and restoring the dresser drawer. Additionally, Levin has extended the customer’s warranty by an additional six months due to the delay. Please do not hesitate to contact me at [redacted] or [redacted] should you have any questions or concerns.Sincerely,[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]
March 11, 2016Re: Case ID # [redacted]Dear Ms. [redacted],Please accept this letter as a response to complaint filed by [redacted]. On December 31, 2015, the customer ordered a custom special order sofa sectional. Custom orders require a deposit and are manufactured...
specifically for the customer, taking up to 8-12 weeks for production (see attached order copy terms). The custom order arrived in just under nine weeks from the manufacture. On March 3, 2016, Levin scheduled the delivery to the customer. The order was delivered on March 8, 2016.We apologize if there was confusion on the estimated production schedule discussed when the order was placed. As a token of our appreciation, Levin has issued a gift certificate to the customer for a future purchase.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
June 14, 2015Re: Case ID # [redacted]Dear [redacted],Please accept this letter as a response to complaint filed by [redacted]. [redacted] had only made purchases at the Robinson Levin location. A purchase was also made by a different [redacted] at the Greensburg...
location. An error was made by using the wrong [redacted] account. Levin has updated the accounts and advised [redacted] (of Coraopolis) of the corrections made.We apologize for any inconvenience that this has 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
September 21, 2016Re: Complaint [redacted] Dear Ms. [redacted],Please accept this letter as a response to the claim filed by [redacted]. The customer had expressed interest in purchasing an item from the Magnolia Home Collection. This collection is excluded from...
the offer. Please see the sale invitation copy that states that some exclusions to the offer and to see the store for details.Please do not hesitate to contact me at [redacted] should you have any questions or concerns. Sincerely,Paula R[redacted]Director of Customer Service
July 10, 2016Re: Complaint [redacted] Dear Ms. [redacted],Please accept this letter as a response to the claim filed by [redacted]. Ms. [redacted] purchased a sectional on May 13, 2016, that was delivered on May 19, 2016.On May 31, 2016, the customer requested service for...
the sectional. The inspection report included damage that was caused by a household source and not a manufacturer’s defect. Although not a defect or covered by the accidental damage plan, Levin spoke with the customer on June 20 and advised that Levin would order the parts at no charge, but the customer would be responsible for the labor cost to install the parts. The customer agreed and parts have been ordered. Levin will contact the customer when the parts arrive so that she can pick them up and arrange the labor costs and installation with a technician.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, 2017Re: Complaint [redacted]Dear Ms. [redacted],Please accept this letter as a response to the claim filed by [redacted]. The customer purchased a Serta king set of bedding on sectional on May 30, 2015, that was delivered on June 8, 2015. On November 22, 2016, the...
customer requested service for the mattress. A technician inspected the bedding on December 7, 2017, and found no manufacturer’s defects (see attached inspection report and Serta Warranty). Levin contacted the customer on December 10, 2016, and advised that it was not defective but the customer could request another courtesy inspection in six months.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.
As stated in the letter this issue has been going on since December 2014, as a matter of fact the issues started only a couple of weeks after purchasing the sectional. The batting was moving in the couch and we had to have Lavine come out and Re-stuff it, as well as an odor coming from it that we complained about after the sectional was brought in the house. Then the zipper broke under the foot rest in October 2015. We called to have it repaired, they didn’t come till a couple of months later and then brought the wrong part, meant while the cable that releases the foot rest broke. Now we are in May going on June. Every time we called to ask about when we should expect service, we were told it was the supplier’s fault. Why doesn’t Lavine take ownership of what they sell? Or penalize the supplier for ruining their reputation. Now they want to fix it all after more than 6 Months as if the time it took means nothing? This kind of business is unacceptable. We, nor our family or friend’s will ever buy from Lavine again.
But I guess they don’t care there are lots of gullible people out there to buy…
Regards,
[redacted]
February 7, 2016Re: Case ID # [redacted] Dear Ms. [redacted],Please accept this letter as a response to complaint filed by [redacted]. The customer purchased a sofa, chair and ottoman on June 7, 2014, that was delivered on June 27, 2014. On February 15, 2015, the...
customer requested service for the seats. On March 5, 2015, a technician inspected the furniture and found no defects.On January 8, 2016, the customer requested service for a problem with the frame. Although the factory warranty for labor is for one year from date of delivery and it had expired on June 2015, Levin sent a technician to the home for an inspection at no charge to the customer. On February 3, 2016, the technician found no defects. The frame boards curve as part of the design of the sofa and are secure.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 14, 2017Re: Complaint [redacted]Dear Ms. [redacted],Please accept this letter as a response to the claim filed by [redacted]. The customer purchased three sets of bedding on December 11, 2016, that were delivered on December 21, 2016. The customer’s bedding purchase includes...
the opportunity to return a mattress under the Comfort Guarantee where the customer is responsible for a 20% reselect and a delivery fee if they chose to select another mattress. The Comfort Guarantee is available after 30 nights but before 120 days from date of delivery. These terms are listed on the customer’s sales order copy. The customer also has a factory manufacturer’s warranty for defects. No service requests were processed through our customer service department for an inspection. If the customer would like to have his mattress inspected for defects (must meet or exceed 1.5” to be deemed defective for a replacement.)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.
It took more than 6 months to resolve this issue. When the tech called to schedule the appointment for the repair he wanted to come out on Thanksgiving day. When he did get here for the service call he didn't have the correct part for the repair. He attempted to do a different kind of repair and we are hopeful it will work. For a year I have not really used the set other than the bed because if something breaks I have no hope of getting it fixed and am now out of warranty. So I have entire $3000 bedroom set that I can't use. Levin is the worst company I have ever dealt with for warranty issues. I should have gone ahead with the purchase from [redacted] that was only $500 more which at this point would have been worth it to avoid the aggravation that accompanied the Levin purchase
Regards,
[redacted]
June 25, 2015Re: Case ID # [redacted]Dear [redacted],Please accept this letter as an updated response to complaint filed by [redacted]. The customer purchased a sofa on May 27, 2013, that was delivered June 28, 2013. The manufacturer’s warranty is from one year from date of delivery. On February 28, 2015, the customer requested service for the sofa. Although the warranty had expired May 27, 2014, Levin offered to send a technician to inspect the sofa at no charge. The customer refused.The customer had also purchased a 5-year accidental fabric protection plan. This protection plan covers an accidental incident that causes a stain (caused by anything that you eat or drink) or accidental rips, tears or burns to the fabric. Only the fabric is covered for these types of accidental damage, (see attached sales order listed as FABRICS3 for 5 year Fabrics Warranty coverage).As a courtesy for our valued customer, Levin will offer the customer a $200 gift certificate toward a future purchase. If the customer would prefer to cancel her warranty protection for 89.99, Levin can cancel the protection coverage and refund the amount to the finance company account.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
November 1, 2017Re: Complaint [redacted]Dear Ms. [redacted],Please accept this letter as a response to the claim filed by [redacted]. [redacted] and [redacted] purchased a special order three-piece sectional on December 3, 2016, that was delivered on January 26,...
2017. Special order purchases require a 50% deposit that is non-refundable. On March 24, 2017, the customer requested service for the chaise seat core. The part was ordered from the manufacturer and installed on May 26, 2017. Upon installation, the customer had concerns with the other two sections. Replacement seat cores were ordered for the armless and left section. The seat cores were installed on July 14, 2017. The customer had asked about a possible discount, but the discount offered was not acceptable to the customer. A technician took photos of the impressions on the seats to send to the manufacture. The manufacturer’s warranty on the seat cores is for 3 years. The factory authorized replacement cores and Levin also offered to add reinforcement to the frame system to provide an additional support. On October 27, 2017, the customer scheduled a technician visit on November 1, 2017. At today’s visit, Levin agreed to accept a return for a refund for the sectional’s purchase price ($1,890 for the three sectional pieces plus tax of $113.40 for a total $2,003.40). Once the furniture is returned, Levin will process the refund to the bank card used on the original purchase. The customer scheduled the return for November 9, 2017.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
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,
Rose Hess Im sorry but I didn't see any kind of resolution to me having to wait 3 moths for a part! This is how you do business? How do you order the wrong part? and tear apart my chair without checking the part first?? They told me what I already knew which is wait, wait and wait some more while we "try" to get the right part this time. Its apparent Levin furniture doesn't care as they are offering me nothing but their broken chair and poor customer service and even worse repair department. As Levin already knows I have no choice but to wait and wait and wait some more......for hopefully the correct part this time, who knows what I will get this time? That said you better believe I will tell EVERYONE I know to never ever buy from Levin!!!!!!! As this was my first and last purchase from them!!!!!
Please accept this letter as a response to the claim filed by [redacted]. The customer purchased a sectional along with a five-year accidental protection plan through Guardian Protection on September 2013, that was delivered on November 2013. The protection plan covers accidental rips,...
tears or burns from a relatable incident. As this issue was not covered by the protection plan as was listed in the 2015 complaint., as a courtesy, Levin will replace the right chaise item for the customer to fulfill the coverage on this item. Please do not hesitate to contact me at ###-###-####, extension [redacted], or [redacted] should you have any questions or concerns. Sincerely, Paula R[redacted] Director of Customer Service
August 28, 2016Re: Complaint [redacted] Dear Ms. [redacted],Please accept this letter as a response to the claim filed by [redacted]. The customer purchased two special order chairs on April 3, 2016. The customer picked up the chairs from the store on May 6, 2016.The customer...
later came into the store concerned about the fabric, but it was confirmed that the fabric ordered was on their chairs, so they are correct. Unfortunately, special order items are non-returnable as listed in their order copy. Levin offers service on any warranty concerns and will resolve them with a repair. If the customer wishes to have the service arranged, Levin will send a technician to the home to review their condition and take steps to restore them.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 an updated response to the claim filed by [redacted]. The customer purchased a special order reclining sofa and a recliner on April 25, 2014, that was delivered on June 26, 2014. The manufacturer’s warranty is for free repair of manufacturer’s defects for one year from date of delivery (through April 2015). The manufacturer’s warranty for labor had expired April 2015. The manufacturer’s warranty on the metal mechanism and cushions each have replacement parts coverage but the customer would be responsible for installation costs (see the attached manufacturer’s warranty). Leather and fabric components are covered by the manufacturer’s warranty for one year from date of delivery. Although, the factory would not cover the cost of repairs after the warranty period, Levin as a courtesy offered to make this repair at no charge to the customer. 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 27, 2015Re: Case ID # [redacted]Dear Ms. [redacted],Please accept this letter as a response to the complaint filed by [redacted]. The customer purchased a sectional on March 19, 2014, that was delivered on March 29. 2014. The customer also...
purchased an accidental fabric damage protection program that covers stains from anything that you eat or drink, as well as accidental rips, tears or burns. Accidents are from a specific incident and reported within 30 days. Makeup would not be covered by the protection program.Levin can meet the request to refund the warranty program cost and the products taken at time of sale. As an alternative option, if the makeup stain is on a removable seat, Levin may be able to obtain a price for the seat cover from the manufacturer. If the customer would emails photos of the makeup stain, we can advise if parts are available in lieu of the protection refund. Photos can be emailed to [redacted]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 will accept the resolution as laid out by Levin for a $200 gift certificate as well as a refund of the $89.99 for the protection plan.Important items to note, however:- When the protection plan was sold to me, I was told it would cover any and all issues with the item - not limited to only accidental incidents. They should consider not misleading customers when they purchase the plan, as was in my case.- Also I would like to point out again that sending a tech out to measure for new cushions was not going to resolve my issue... and it also would have been at my expense. Levin should consider these things before proposing them as "solutions" to unhappy clients. - Last but not least, it is worth mentioning that while Levin has not been helpful in actually remedying the issues with my sofa that I've owned for less than two years, at least the manufacturer of the sofa has been.... who is replacing the cushions FREE OF CHARGE. I had to contact the manufacturer directly since Levin would not accommodate me or do that on my behalf.
Regards, [redacted]
January 10, 2017Re: Complaint [redacted]Dear Ms. [redacted],Please accept this letter as a response to the claim filed by [redacted]. The customer purchased a sectional on October 3, 2015, that was delivered on October 13, 2015. The customer also purchased an accidental...
protection plan for specific incidents (stains from food/beverage, accidental rips, tears, and burns). The factory’s warranty is for repair of manufacturer’s defects. On October 5, 2016, the customer requested service for the cover peeling. A technician inspected the furniture on October 11, 2016. The cup holder for the console was missing and the lid was torn. Some of the cover issues are covered by the manufacturer’s warranty for repair. There is some damage due to a household source. Levin has ordered a replacement console lid and replacement back and seat. The parts have shipped from the manufacturer. Once they arrive Levin will contact the customer to schedule the part installation.Please do not hesitate to contact me at [redacted], extension [redacted] should you have any questions or concerns. Sincerely,Paula R[redacted]Director of Customer Service
December 27, 2015Re: Case ID # [redacted]Dear [redacted],Please accept this letter as a response to the claim filed by [redacted]. [redacted] purchased a bedroom group on December 5, 2014 that was delivered on December 12, 2014.On July 1, 2015, the customer requested service for the...
drawer of his dresser. Parts were ordered from the factory which is located overseas. On September 23, 2015, Levin issued a $50 discount for the delay in receiving the part. On December 3, 2015, the repair technician completed the service on the dresser.We apologize for the delay in part and restoring the dresser drawer. Additionally, Levin has extended the customer’s warranty by an additional six months due to the delay. Please do not hesitate to contact me at [redacted] or [redacted] should you have any questions or concerns.Sincerely,[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]
March 11, 2016Re: Case ID # [redacted]Dear Ms. [redacted],Please accept this letter as a response to complaint filed by [redacted]. On December 31, 2015, the customer ordered a custom special order sofa sectional. Custom orders require a deposit and are manufactured...
specifically for the customer, taking up to 8-12 weeks for production (see attached order copy terms). The custom order arrived in just under nine weeks from the manufacture. On March 3, 2016, Levin scheduled the delivery to the customer. The order was delivered on March 8, 2016.We apologize if there was confusion on the estimated production schedule discussed when the order was placed. As a token of our appreciation, Levin has issued a gift certificate to the customer for a future purchase.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
June 14, 2015Re: Case ID # [redacted]Dear [redacted],Please accept this letter as a response to complaint filed by [redacted]. [redacted] had only made purchases at the Robinson Levin location. A purchase was also made by a different [redacted] at the Greensburg...
location. An error was made by using the wrong [redacted] account. Levin has updated the accounts and advised [redacted] (of Coraopolis) of the corrections made.We apologize for any inconvenience that this has 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
September 21, 2016Re: Complaint [redacted] Dear Ms. [redacted],Please accept this letter as a response to the claim filed by [redacted]. The customer had expressed interest in purchasing an item from the Magnolia Home Collection. This collection is excluded from...
the offer. Please see the sale invitation copy that states that some exclusions to the offer and to see the store for details.Please do not hesitate to contact me at [redacted] should you have any questions or concerns. Sincerely,Paula R[redacted]Director of Customer Service
July 10, 2016Re: Complaint [redacted] Dear Ms. [redacted],Please accept this letter as a response to the claim filed by [redacted]. Ms. [redacted] purchased a sectional on May 13, 2016, that was delivered on May 19, 2016.On May 31, 2016, the customer requested service for...
the sectional. The inspection report included damage that was caused by a household source and not a manufacturer’s defect. Although not a defect or covered by the accidental damage plan, Levin spoke with the customer on June 20 and advised that Levin would order the parts at no charge, but the customer would be responsible for the labor cost to install the parts. The customer agreed and parts have been ordered. Levin will contact the customer when the parts arrive so that she can pick them up and arrange the labor costs and installation with a technician.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, 2017Re: Complaint [redacted]Dear Ms. [redacted],Please accept this letter as a response to the claim filed by [redacted]. The customer purchased a Serta king set of bedding on sectional on May 30, 2015, that was delivered on June 8, 2015. On November 22, 2016, the...
customer requested service for the mattress. A technician inspected the bedding on December 7, 2017, and found no manufacturer’s defects (see attached inspection report and Serta Warranty). Levin contacted the customer on December 10, 2016, and advised that it was not defective but the customer could request another courtesy inspection in six months.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.
As stated in the letter this issue has been going on since December 2014, as a matter of fact the issues started only a couple of weeks after purchasing the sectional. The batting was moving in the couch and we had to have Lavine come out and Re-stuff it, as well as an odor coming from it that we complained about after the sectional was brought in the house. Then the zipper broke under the foot rest in October 2015. We called to have it repaired, they didn’t come till a couple of months later and then brought the wrong part, meant while the cable that releases the foot rest broke. Now we are in May going on June. Every time we called to ask about when we should expect service, we were told it was the supplier’s fault. Why doesn’t Lavine take ownership of what they sell? Or penalize the supplier for ruining their reputation. Now they want to fix it all after more than 6 Months as if the time it took means nothing? This kind of business is unacceptable. We, nor our family or friend’s will ever buy from Lavine again.
But I guess they don’t care there are lots of gullible people out there to buy…
Regards,
[redacted]
February 7, 2016Re: Case ID # [redacted] Dear Ms. [redacted],Please accept this letter as a response to complaint filed by [redacted]. The customer purchased a sofa, chair and ottoman on June 7, 2014, that was delivered on June 27, 2014. On February 15, 2015, the...
customer requested service for the seats. On March 5, 2015, a technician inspected the furniture and found no defects.On January 8, 2016, the customer requested service for a problem with the frame. Although the factory warranty for labor is for one year from date of delivery and it had expired on June 2015, Levin sent a technician to the home for an inspection at no charge to the customer. On February 3, 2016, the technician found no defects. The frame boards curve as part of the design of the sofa and are secure.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 14, 2017Re: Complaint [redacted]Dear Ms. [redacted],Please accept this letter as a response to the claim filed by [redacted]. The customer purchased three sets of bedding on December 11, 2016, that were delivered on December 21, 2016. The customer’s bedding purchase includes...
the opportunity to return a mattress under the Comfort Guarantee where the customer is responsible for a 20% reselect and a delivery fee if they chose to select another mattress. The Comfort Guarantee is available after 30 nights but before 120 days from date of delivery. These terms are listed on the customer’s sales order copy. The customer also has a factory manufacturer’s warranty for defects. No service requests were processed through our customer service department for an inspection. If the customer would like to have his mattress inspected for defects (must meet or exceed 1.5” to be deemed defective for a replacement.)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.
It took more than 6 months to resolve this issue. When the tech called to schedule the appointment for the repair he wanted to come out on Thanksgiving day. When he did get here for the service call he didn't have the correct part for the repair. He attempted to do a different kind of repair and we are hopeful it will work. For a year I have not really used the set other than the bed because if something breaks I have no hope of getting it fixed and am now out of warranty. So I have entire $3000 bedroom set that I can't use. Levin is the worst company I have ever dealt with for warranty issues. I should have gone ahead with the purchase from [redacted] that was only $500 more which at this point would have been worth it to avoid the aggravation that accompanied the Levin purchase
Regards,
[redacted]
June 25, 2015Re: Case ID # [redacted]Dear [redacted],Please accept this letter as an updated response to complaint filed by [redacted]. The customer purchased a sofa on May 27, 2013, that was delivered June 28, 2013. The manufacturer’s warranty is from one year from date of delivery. On February 28, 2015, the customer requested service for the sofa. Although the warranty had expired May 27, 2014, Levin offered to send a technician to inspect the sofa at no charge. The customer refused.The customer had also purchased a 5-year accidental fabric protection plan. This protection plan covers an accidental incident that causes a stain (caused by anything that you eat or drink) or accidental rips, tears or burns to the fabric. Only the fabric is covered for these types of accidental damage, (see attached sales order listed as FABRICS3 for 5 year Fabrics Warranty coverage).As a courtesy for our valued customer, Levin will offer the customer a $200 gift certificate toward a future purchase. If the customer would prefer to cancel her warranty protection for 89.99, Levin can cancel the protection coverage and refund the amount to the finance company account.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