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]First All, Paula is not telling the truth about when I called the corporate office. I called them the day after thanksgiving which was Nov 25, 2016 3 or 4 times, and my very first call was to their 1-844 service number that prompted the calls to corporate. and I was told each time a manager by the name of Dena would be calling me back before 7, Well at 5 I called again and asked for Dana I was put on hold and then she answer saying hello 3 times and hangs up. but no one else had a problem hearing me, I called again and told the operator what happened and she said she would message Dan and have her call me because shes on another call. Now Dana had my info why didn't she call back ? instead she ignored my calls and played the game pretending to answer my calls. and now comes Paula who claim I called on dec 1st about this issue with the furniture, Also she claims in the letter the srvice man found no defects, but the service man was willing to order new parts if I wanted for the recliner but insisted it would be a waste of time, and he also said I should contact Levin and purchase a extended warranty on the frame because those are made out of the cheapest steel made today. Why did Paula leave that out, I feel with the lies and miss truths Levin should stand up and refund my full monies aso I can go elsewhere to purchase real furniture. There is no trust now that a so called service manager has to lie to me and to the Revdex.com, I will provide phone records after I print them out to prove that I call Levin on Friday Nov 25, 2016.
The $130.00 that they are offering is my money anyway. It is the reimbursement of my extended warranty that I've been trying to get back for months now. They keep telling me I can't get the whole amount back. I will never have the opportunity to defile this furniture as it is now an embarrassment and is in my basement where no window light can get to it so that the neon green polyfiber that is oozing through the cheap fabric can't be seen. I don't want it in an 'in store credit' because I will never shop there again. I want my money back in cash!!! In addition I want compensation for this furniture that is not quality and will not last generations as there business card acclaims.
That is not all correct. I was told I cannot use my warranty. Also since the guy has been out there is more issues with the couch. I just want my money back or the 2 pieces that are bad need to be replaced. The couch has a new or bigger issue everyday. I want my money back for the warranty that I cant use. The cup holder was lost that is correct that would be our responsibility. I want to know what they are saying the issues are that we caused. These are defects with the couch and the service man even told me they were. The entire chaise is peeling and ripped. The entire piece needs re upholstered it looks terrible. The piece that is just the cup holder and the storage is not even in our house anymore because it is totally trashed because the rip was getting bigger from everyday use.I either want money back or the bad pieces to be replaced. This couch is just poorly made. I would like to speak to the general manager not just some lady that works in the repair dept. She has not been helpful at all. I also thing waiting 3 months for parts are ridiculous. If I don't get money back or new pieces I will be calling the local news channel and having them do a report on the horrible crappy furniture you sell and the terrible customer service that Levins is given. If you bought a couch for $1900 and it fell apart in less than a year wouldn't you expect the company to replace it???
December 27, 2015Re: Case ID # [redacted]Dear Ms. [redacted],Please accept this letter as an updated response to the complaint filed by [redacted]. The customer purchased a dining set on April 26, 2015 that was delivered on May 5, 2015. There were damage issues and Levin agreed to accept a return for a refund as the customer was moving out of state.There was an error in processing the part of the refund. Levin had processed the refund for the returned chair but not in its entirety. In response to the customer’s payment of $1,071.52, the refund was completed in three transactions:Refund date Refund Amount6/1/2015 $559.796/19/2015 $297.7312/7/2015 $214.00 $1,071.52The total amount paid for the order has been refunded to the customer. We apologize for any confusion in the refunds completed. 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 7, 2016Re: Case ID # [redacted] Dear Ms. [redacted],Please accept this letter as a response to complaint filed by [redacted]. The customer purchased a reclining sectional on June 27, 2015, that was delivered on July 7, 2015. On October 3, 2015, the customer...
requested service for a fabric and squeaking issue. The customer cancelled the appointment that was scheduled for October 15. The customer stated he would call back to schedule another appointment. Levin left eight messages and sent two postcards from October 22 through November 14 to schedule another appointment. The customer did schedule an appointment on December 12, where the technician added padding to the section under the knee area where it the padding had torn.The manufacturer offers a one year warranty for defects. If a new warranty concern has developed, Levin can send another technician to inspect the furniture. Levin offers a 7 day return policy that had expired on July 14, 2015.Please do not hesitate to contact me at 800-707-0589, extension 276, or [email protected] should you have any questions or concerns.Sincerely,Paula R[redacted]Director of Customer Service
May 16, 2015Re: Case ID # [redacted]Dear [redacted],Please accept this letter as an updated response to the claim filed by [redacted]. [redacted] purchased a power recliner on August 13, 2013 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 23 for new power components to be installed.Please do not hesitate to contact me at [redacted] should you have any questions or concerns.Sincerely, [redacted] Director of Customer Service
May 21, 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 dining set on March 25,2017, that was delivered on April
8, 2017. The customer wanted to...
refuse
the order upon delivery but the team didn’t take the furniture from the home.
We apologize for the inconvenience that this has caused. Levin has processed the fees charged to the
customer to be refunded in the amount of $499.18 and will appear as a credit on
the following Synchrony statement.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
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 7, 2015Re: Case ID # [redacted]Dear [redacted],Please accept this letter as a response to the claim filed by [redacted] had visited the West Mifflin Levin location to make a purchase. We are unable to identify the product that was listed in the complaint.A phone...
message was left for the customer on August 27, 2015. As we have not received a return call, we have sent an e-mail to the customer today using the e-mail address listed in her correspondence. We hope to assist the customer once we have this additional information.Please do not hesitate to contact me at [redacted] should you have any questions or concerns.Sincerely,Paula R[redacted]Director of Customer Service
March 11, 2016Re: Case ID # [redacted] Dear Ms. [redacted],Please accept this letter as a response to complaint filed by [redacted]. The customer purchased a sectional on March 22, 2015, that was delivered on March 27, 2015. The customer requested service on June 1,...
2015 for a frame problem which was resolved on July 29, 2015. On December 22, 2015, the customer requested service. The technician repaired the frame and ordered a mechanism and a correct handle pull.The pull was received but the other parts that arrived were incorrect.Levin has contacted the customer and offered the option of a discount for the inconvenience and accept repair or a return for credit toward another purchase as this sectional is no longer stocked and cannot be exchanged. 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: The repairman did not replace the cheap broken particle board, he just used 4 screws and a piece of metal to repair it, it still moves, but the cheap material is no good, and that piece of steel is a butcher repair, they called me yesterday and told me the other parts for the recliner was ordered, why didn't they replace the broken board instead of using a band aid repair, And to this date Levin still has not addressed the warranty issues. They are trying to say it's out of labor warranty because the furniture is over a year old, But that defective furniture I have now was delivered in Dec 2015, after I was forced to pay additional monies, therefore the increase in price reflect a full year warranty on the furniture I have now according to the consumer protection agency. But the manager Paula said this repair will be a courtesy call. she wouldn't talk about the warranty. As I stated I want my money returned and they can their low quality southern motion furniture that is made with cheapest material.
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]
December 30, 2016Re: Complaint [redacted]Dear Ms. [redacted],Please accept this letter as an updated 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 and left a message for me. We apologize for the call not being returned previously. The customer advised that the reclining end is not properly working and that a board is broken. Levin scheduled a technician to visit the home on December 21, 2016, to address the concerns with the furniture. The technician added components to lift the furniture higher than the carpeting. The technician also ordered repaired the broken wood in the footrest. A mechanism was bent so a replacement has been ordered from the factory and will be installed once it arrives. 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 8, 2015Re: Case ID # [redacted]Dear [redacted],Please accept this letter as an updated response to the claim filed by [redacted] (with the account name as [redacted]). The customer purchased a queen set of bedding on August 10, 2005 that was delivered on August 26,...
2005. The customer requested service on February 17, 2012, that was found to be defective. The customer selected a different style of mattress on that was exchanged on March 10, 2012.On May 14, 2014, the customer requested service for the replacement mattress. The customer was able to select another style of mattress that was exchanged on May 31, 2014.On October 7, 2014, the customer requested service for the third mattress. The technician’s report from October 11, 2014 found no defects. On March 13, 2015, the customer requested service again for the mattress and the technician’s inspection on March 20, 2015 found no defections.As an accommodation due to three mattress issues, the manufacturer has agreed to accept the return of the mattress set. The return was completed on May 29, 2015, and the refund was processed.Please do not hesitate to contact me at [redacted] should you have any questions or concerns.Sincerely,[redacted]Director of Customer Service
Please accept this letter as a response to the claim filed by [redacted]. The customer purchased a sofa and chair on Jun16, 2016. Upon delivery on June 24, the longer sofa did not fit into the home. As the sofa is not stocked as a shorter sofa, Levin offered the customer an...
option of ordering a stock loveseat to coordinate. The loveseat was delivered on July 13, 2017. Levin offers a 30-day Price Guarantee. The customer had made her initial purchase under our Preferred Partners Plan discount, so the difference on a sale price later offered was not as much as was expected due to the better price at time of original purchase. During the delivery on June 24, the delivery team accidentally damaged a picture frame. Levin had called on June 30, and July 11, offering an after hours number to use to resolve the damage issue. On July 15, Levin was able to speak with the customer regarding her refund due to the damaged picture frame. On July 14, I had called the customer to discuss the other issues of the account but did not hear back from the customer. We are truly sorry for the issues surrounding her purchase. As a token of our appreciation, Levin will be sending the customer a $100 gift certificate that can be used at any Levin location. Please do not hesitate to contact me at ###-###-####, extension [redacted], or [redacted] should you have any questions or concerns. Sincerely, Paula R[redacted]
Re: Revdex.com, claim # [redacted]Dear Ms. [redacted],Please accept this letter as a response to the complaint filed by [redacted]. The customer purchased a sofa, chair and ottoman on October 16, 2017, that was delivered on November 28, 2017. The customer made her inquiries via email to her...
salesperson. She had asked if there was a better sale price on the order. The customer had stated that she thought it was a difference of $84 but then saw it was a difference of $6.35 more off of the order. It was Levin’s understanding that the customer was not concerned about the $6.35 difference. We apologize for the issue and will process the refund for $6.35 sale price.We are sorry to learn of the issues surrounding the delivery and with our staff. We would like to review the issues and would like to have more information on the broken candle holder. If the customer could provide more information on the damaged item and replacement cost, Levin would respond to the concern.We apologize for the inconveniences caused. Please do not hesitate to contact me at ###-###-####, extension [redacted], or [redacted] should you have any questions or concerns.Sincerely,Patda-Paula R[redacted]Director of Customer Service
I'm scheduled for a repair on Thursday Nov. 3rd. My concern Is I am leaving for Florida for 5 months on the 6th if there is any problems with the repairs such as the color not matching and any other problem what do I do? Also what concerns me is where do I go from here if there is a problem when I get back. Will they extend my warranty. This problem can all be resolved if I can reselect. I feel that when they gave me an extended warranty they new there was a problem. I have a copy of the warranty if needed.Thank you [redacted]Sent from my iPad
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.Everything in their response was correct except leaving out details. I spoke with them on the the same day I filed the complaint about sending another person out to my house to actually take more than 5 minutes to look at the couch. There are issues that the first technician did not care to resolve. They said another company would be calling me to schedule an appointment to come evaluate the couch, but I have not received a call from them. I was reassured I would get a call, but Levin again has failed, yet again, to provide the superior customer service they claim to have. They are over looking the fact that the fabric is just coming apart in the middle of two cushions, arm of the couch and the throw pillows. It is very frustrating when a store manager with 30 years of experience says that he feels the fabric is defective, but the customer service team who feels totally different. They are not honoring my request for a second opinion when they said they would have another technician call me. Due to their failures and extending this process, we feel we should be compensated in either the same couch just brand new or taking the old couch back and giving us a refund. I have followed their protocol for beginning a warranty claim, but they have been either unresponsive for a long period of time or cannot explain what is going to happen next. They are an extremely frustrating company to deal with due to not responding to their customers who simply ask for a return phone call. I have requested for managers to and another technician to call me. They cannot be bothered to follow through. I do not trust that the work they will provide will be up to their said quality nor manufacturer standards. Please help me resolve this because Levin's is doing everything in their power not to resolve his matter in a timely fashion. My 1 year warranty is almost up and I feel if they keep dragging this on they will not honor it if it expires while they are dragging their feet.
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.
Regards,
[redacted]Dear Revdex.com,Please withdrawl my complaint. I spoke to the company and they apologized and made every effort to get our sofa delivered when it arrived from California.I advised them to add some time on to the estimated delivery time for special orders. We are very happy with how the company conducted itself and the quality of the product. Please notify the company I have withdrawn my complaint and have been satisfied and impressed by their conduct after the fact. [redacted]
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 December 30, 2015, that was delivered January 9.2016. Along with the purchase, the customer...
had the option of a comfort guarantee where after 30 nights and before 120 nights, the customer would be able to return the mattress for one of equal or lesser value with a $99 fee and a new delivery fee (see attached order with the terms of the comfort guarantee time frame and applicable fees). The customer would be responsible for the additional amount due if the selected a more expensive mattress.Although the concern was presented soon after the 120 nights, Levin will still offer the comfort guarantee as listed in the terms of the sale with the applicable fees.Please do not hesitate to contact me at [redacted] should you have any questions or concerns.Sincerely,Paula R[redacted]Director of Customer Service
Hello [redacted], I wanted to give you an update since the last communication on [redacted]. We had contacted the customer again and came to an agreement to accept the return of the furniture.Mr. [redacted] was satisfied with the resolution. I’m not sure if you would want to confirm with him and perhaps update the results to the complaint being closed as resolved? Thanks,Paula
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]First All, Paula is not telling the truth about when I called the corporate office. I called them the day after thanksgiving which was Nov 25, 2016 3 or 4 times, and my very first call was to their 1-844 service number that prompted the calls to corporate. and I was told each time a manager by the name of Dena would be calling me back before 7, Well at 5 I called again and asked for Dana I was put on hold and then she answer saying hello 3 times and hangs up. but no one else had a problem hearing me, I called again and told the operator what happened and she said she would message Dan and have her call me because shes on another call. Now Dana had my info why didn't she call back ? instead she ignored my calls and played the game pretending to answer my calls. and now comes Paula who claim I called on dec 1st about this issue with the furniture, Also she claims in the letter the srvice man found no defects, but the service man was willing to order new parts if I wanted for the recliner but insisted it would be a waste of time, and he also said I should contact Levin and purchase a extended warranty on the frame because those are made out of the cheapest steel made today. Why did Paula leave that out, I feel with the lies and miss truths Levin should stand up and refund my full monies aso I can go elsewhere to purchase real furniture. There is no trust now that a so called service manager has to lie to me and to the Revdex.com, I will provide phone records after I print them out to prove that I call Levin on Friday Nov 25, 2016.
The $130.00 that they are offering is my money anyway. It is the reimbursement of my extended warranty that I've been trying to get back for months now. They keep telling me I can't get the whole amount back. I will never have the opportunity to defile this furniture as it is now an embarrassment and is in my basement where no window light can get to it so that the neon green polyfiber that is oozing through the cheap fabric can't be seen. I don't want it in an 'in store credit' because I will never shop there again. I want my money back in cash!!! In addition I want compensation for this furniture that is not quality and will not last generations as there business card acclaims.
That is not all correct. I was told I cannot use my warranty. Also since the guy has been out there is more issues with the couch. I just want my money back or the 2 pieces that are bad need to be replaced. The couch has a new or bigger issue everyday. I want my money back for the warranty that I cant use. The cup holder was lost that is correct that would be our responsibility. I want to know what they are saying the issues are that we caused. These are defects with the couch and the service man even told me they were. The entire chaise is peeling and ripped. The entire piece needs re upholstered it looks terrible. The piece that is just the cup holder and the storage is not even in our house anymore because it is totally trashed because the rip was getting bigger from everyday use.I either want money back or the bad pieces to be replaced. This couch is just poorly made. I would like to speak to the general manager not just some lady that works in the repair dept. She has not been helpful at all. I also thing waiting 3 months for parts are ridiculous. If I don't get money back or new pieces I will be calling the local news channel and having them do a report on the horrible crappy furniture you sell and the terrible customer service that Levins is given. If you bought a couch for $1900 and it fell apart in less than a year wouldn't you expect the company to replace it???
December 27, 2015Re: Case ID # [redacted]Dear Ms. [redacted],Please accept this letter as an updated response to the complaint filed by [redacted]. The customer purchased a dining set on April 26, 2015 that was delivered on May 5, 2015. There were damage issues and Levin agreed to accept a return for a refund as the customer was moving out of state.There was an error in processing the part of the refund. Levin had processed the refund for the returned chair but not in its entirety. In response to the customer’s payment of $1,071.52, the refund was completed in three transactions:Refund date Refund Amount6/1/2015 $559.796/19/2015 $297.7312/7/2015 $214.00 $1,071.52The total amount paid for the order has been refunded to the customer. We apologize for any confusion in the refunds completed. 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 7, 2016Re: Case ID # [redacted] Dear Ms. [redacted],Please accept this letter as a response to complaint filed by [redacted]. The customer purchased a reclining sectional on June 27, 2015, that was delivered on July 7, 2015. On October 3, 2015, the customer...
requested service for a fabric and squeaking issue. The customer cancelled the appointment that was scheduled for October 15. The customer stated he would call back to schedule another appointment. Levin left eight messages and sent two postcards from October 22 through November 14 to schedule another appointment. The customer did schedule an appointment on December 12, where the technician added padding to the section under the knee area where it the padding had torn.The manufacturer offers a one year warranty for defects. If a new warranty concern has developed, Levin can send another technician to inspect the furniture. Levin offers a 7 day return policy that had expired on July 14, 2015.Please do not hesitate to contact me at 800-707-0589, extension 276, or [email protected] should you have any questions or concerns.Sincerely,Paula R[redacted]Director of Customer Service
May 16, 2015Re: Case ID # [redacted]Dear [redacted],Please accept this letter as an updated response to the claim filed by [redacted]. [redacted] purchased a power recliner on August 13, 2013 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 23 for new power components to be installed.Please do not hesitate to contact me at [redacted] should you have any questions or concerns.Sincerely, [redacted] Director of Customer Service
May 21, 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 dining set on March 25,2017, that was delivered on April
8, 2017. The customer wanted to...
refuse
the order upon delivery but the team didn’t take the furniture from the home.
We apologize for the inconvenience that this has caused. Levin has processed the fees charged to the
customer to be refunded in the amount of $499.18 and will appear as a credit on
the following Synchrony statement.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
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 7, 2015Re: Case ID # [redacted]Dear [redacted],Please accept this letter as a response to the claim filed by [redacted] had visited the West Mifflin Levin location to make a purchase. We are unable to identify the product that was listed in the complaint.A phone...
message was left for the customer on August 27, 2015. As we have not received a return call, we have sent an e-mail to the customer today using the e-mail address listed in her correspondence. We hope to assist the customer once we have this additional information.Please do not hesitate to contact me at [redacted] should you have any questions or concerns.Sincerely,Paula R[redacted]Director of Customer Service
March 11, 2016Re: Case ID # [redacted] Dear Ms. [redacted],Please accept this letter as a response to complaint filed by [redacted]. The customer purchased a sectional on March 22, 2015, that was delivered on March 27, 2015. The customer requested service on June 1,...
2015 for a frame problem which was resolved on July 29, 2015. On December 22, 2015, the customer requested service. The technician repaired the frame and ordered a mechanism and a correct handle pull.The pull was received but the other parts that arrived were incorrect.Levin has contacted the customer and offered the option of a discount for the inconvenience and accept repair or a return for credit toward another purchase as this sectional is no longer stocked and cannot be exchanged. 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: The repairman did not replace the cheap broken particle board, he just used 4 screws and a piece of metal to repair it, it still moves, but the cheap material is no good, and that piece of steel is a butcher repair, they called me yesterday and told me the other parts for the recliner was ordered, why didn't they replace the broken board instead of using a band aid repair, And to this date Levin still has not addressed the warranty issues. They are trying to say it's out of labor warranty because the furniture is over a year old, But that defective furniture I have now was delivered in Dec 2015, after I was forced to pay additional monies, therefore the increase in price reflect a full year warranty on the furniture I have now according to the consumer protection agency. But the manager Paula said this repair will be a courtesy call. she wouldn't talk about the warranty. As I stated I want my money returned and they can their low quality southern motion furniture that is made with cheapest material.
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]
December 30, 2016Re: Complaint [redacted]Dear Ms. [redacted],Please accept this letter as an updated 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 and left a message for me. We apologize for the call not being returned previously. The customer advised that the reclining end is not properly working and that a board is broken. Levin scheduled a technician to visit the home on December 21, 2016, to address the concerns with the furniture. The technician added components to lift the furniture higher than the carpeting. The technician also ordered repaired the broken wood in the footrest. A mechanism was bent so a replacement has been ordered from the factory and will be installed once it arrives. 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 8, 2015Re: Case ID # [redacted]Dear [redacted],Please accept this letter as an updated response to the claim filed by [redacted] (with the account name as [redacted]). The customer purchased a queen set of bedding on August 10, 2005 that was delivered on August 26,...
2005. The customer requested service on February 17, 2012, that was found to be defective. The customer selected a different style of mattress on that was exchanged on March 10, 2012.On May 14, 2014, the customer requested service for the replacement mattress. The customer was able to select another style of mattress that was exchanged on May 31, 2014.On October 7, 2014, the customer requested service for the third mattress. The technician’s report from October 11, 2014 found no defects. On March 13, 2015, the customer requested service again for the mattress and the technician’s inspection on March 20, 2015 found no defections.As an accommodation due to three mattress issues, the manufacturer has agreed to accept the return of the mattress set. The return was completed on May 29, 2015, and the refund was processed.Please do not hesitate to contact me at [redacted] should you have any questions or concerns.Sincerely,[redacted]Director of Customer Service
Please accept this letter as a response to the claim filed by [redacted]. The customer purchased a sofa and chair on Jun16, 2016. Upon delivery on June 24, the longer sofa did not fit into the home. As the sofa is not stocked as a shorter sofa, Levin offered the customer an...
option of ordering a stock loveseat to coordinate. The loveseat was delivered on July 13, 2017. Levin offers a 30-day Price Guarantee. The customer had made her initial purchase under our Preferred Partners Plan discount, so the difference on a sale price later offered was not as much as was expected due to the better price at time of original purchase. During the delivery on June 24, the delivery team accidentally damaged a picture frame. Levin had called on June 30, and July 11, offering an after hours number to use to resolve the damage issue. On July 15, Levin was able to speak with the customer regarding her refund due to the damaged picture frame. On July 14, I had called the customer to discuss the other issues of the account but did not hear back from the customer. We are truly sorry for the issues surrounding her purchase. As a token of our appreciation, Levin will be sending the customer a $100 gift certificate that can be used at any Levin location. Please do not hesitate to contact me at ###-###-####, extension [redacted], or [redacted] should you have any questions or concerns. Sincerely, Paula R[redacted]
Re: Revdex.com, claim # [redacted]Dear Ms. [redacted],Please accept this letter as a response to the complaint filed by [redacted]. The customer purchased a sofa, chair and ottoman on October 16, 2017, that was delivered on November 28, 2017. The customer made her inquiries via email to her...
salesperson. She had asked if there was a better sale price on the order. The customer had stated that she thought it was a difference of $84 but then saw it was a difference of $6.35 more off of the order. It was Levin’s understanding that the customer was not concerned about the $6.35 difference. We apologize for the issue and will process the refund for $6.35 sale price.We are sorry to learn of the issues surrounding the delivery and with our staff. We would like to review the issues and would like to have more information on the broken candle holder. If the customer could provide more information on the damaged item and replacement cost, Levin would respond to the concern.We apologize for the inconveniences caused. Please do not hesitate to contact me at ###-###-####, extension [redacted], or [redacted] should you have any questions or concerns.Sincerely,Patda-Paula R[redacted]Director of Customer Service
I'm scheduled for a repair on Thursday Nov. 3rd. My concern Is I am leaving for Florida for 5 months on the 6th if there is any problems with the repairs such as the color not matching and any other problem what do I do? Also what concerns me is where do I go from here if there is a problem when I get back. Will they extend my warranty. This problem can all be resolved if I can reselect. I feel that when they gave me an extended warranty they new there was a problem. I have a copy of the warranty if needed.Thank you [redacted]Sent from my iPad
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.Everything in their response was correct except leaving out details. I spoke with them on the the same day I filed the complaint about sending another person out to my house to actually take more than 5 minutes to look at the couch. There are issues that the first technician did not care to resolve. They said another company would be calling me to schedule an appointment to come evaluate the couch, but I have not received a call from them. I was reassured I would get a call, but Levin again has failed, yet again, to provide the superior customer service they claim to have. They are over looking the fact that the fabric is just coming apart in the middle of two cushions, arm of the couch and the throw pillows. It is very frustrating when a store manager with 30 years of experience says that he feels the fabric is defective, but the customer service team who feels totally different. They are not honoring my request for a second opinion when they said they would have another technician call me. Due to their failures and extending this process, we feel we should be compensated in either the same couch just brand new or taking the old couch back and giving us a refund. I have followed their protocol for beginning a warranty claim, but they have been either unresponsive for a long period of time or cannot explain what is going to happen next. They are an extremely frustrating company to deal with due to not responding to their customers who simply ask for a return phone call. I have requested for managers to and another technician to call me. They cannot be bothered to follow through. I do not trust that the work they will provide will be up to their said quality nor manufacturer standards. Please help me resolve this because Levin's is doing everything in their power not to resolve his matter in a timely fashion. My 1 year warranty is almost up and I feel if they keep dragging this on they will not honor it if it expires while they are dragging their feet.
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.
Regards,
[redacted]Dear Revdex.com,Please withdrawl my complaint. I spoke to the company and they apologized and made every effort to get our sofa delivered when it arrived from California.I advised them to add some time on to the estimated delivery time for special orders. We are very happy with how the company conducted itself and the quality of the product. Please notify the company I have withdrawn my complaint and have been satisfied and impressed by their conduct after the fact. [redacted]
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 December 30, 2015, that was delivered January 9.2016. Along with the purchase, the customer...
had the option of a comfort guarantee where after 30 nights and before 120 nights, the customer would be able to return the mattress for one of equal or lesser value with a $99 fee and a new delivery fee (see attached order with the terms of the comfort guarantee time frame and applicable fees). The customer would be responsible for the additional amount due if the selected a more expensive mattress.Although the concern was presented soon after the 120 nights, Levin will still offer the comfort guarantee as listed in the terms of the sale with the applicable fees.Please do not hesitate to contact me at [redacted] should you have any questions or concerns.Sincerely,Paula R[redacted]Director of Customer Service
Hello [redacted], I wanted to give you an update since the last communication on [redacted]. We had contacted the customer again and came to an agreement to accept the return of the furniture.Mr. [redacted] was satisfied with the resolution. I’m not sure if you would want to confirm with him and perhaps update the results to the complaint being closed as resolved? Thanks,Paula