Please accept this letter as a response to the claim filed by [redacted]. The customer purchased a bedroom set on April 29, 2017, that was delivered on May 5, 2017. Upon delivery it was determined that they bed they were expecting was not on the order. Due to the sales error,...
the bed order that the customer was expecting was updated on May 8, and delivered on May 13, 2017, for the original price and the customer not paying any additional amount. We apologize for the inconvenience that this has caused. Please do not hesitate to contact me at ###-###-####, extension [redacted], or [redacted]m should you have any questions or concerns. Sincerely, Paula R[redacted]
February 12, 2017Re: Complaint [redacted]Dear Ms. [redacted],Please accept this letter as an updated 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. The factory has sent a complete replacement lid for the console and a complete back for the right facing chaise. The customer had requested an additional service for the seat of the chaise a month after the original request which has shipped from the factory. Once t the chaise seat cover arrives Levin will contact the customer to schedule the part installation. These are the service guidelines from the manufacturer. Should the customer wish to use her accidental plan to replace the two items (console and right chaise) Levin will meet that request.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
July 30, 2015Re: Case ID #[redacted]Dear [redacted],Please accept this letter as a response to complaint filed by [redacted]. The customer purchased a special order chaise on December 21, 2014, that was delivered on February 5, 2015. The customer requested...
service on April 20, 2015. A technician inspected the chaise on May 1, 2015 and found that a board needed replaced. Levin has scheduled the pickup of the chaise for restoration in our custom shop on July 30, 2015. We have scheduled the return of the chaise with the customer for August 6, 2015. We apologize for the inconvenience that this has caused and have met the customer’s request for a discountPlease 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 a response to the claim filed by [redacted] and [redacted]. Mr. and Mrs. [redacted] selected a new living room set on May 4, 2014 that was delivered on May 31, 2014.This was a set to replace a previous living room set that was delivered on January 18, 2014, as an...
exception to the warranty. A frame problem was reported on June 2, 2014, and the sofa was replaced. On December 1, 2014, the customer requested service for sinking of their sofa and loveseat. Replacement seats were installed on February 3, 2015. On March 30, 2015, the customer requested service for the seats. The technician ordered replacement seat cores. The report also included that there were scuffs on the right side facing arm scuff not covered by a manufacturer’s warranty. The factory’s warranty includes parts and labor repairs for manufacturer’s defects from one year from date of delivery. On April 20, 2015, Levin spoke with the customer regarding their concerns and offered an extension of the factory warranty by an additional six months as a courtesy to the customer. The parts have arrived from the manufacturer and Levin has left a message for the customer to schedule the pickup for shop repair. Please do not hesitate to contact me at [redacted], extension [redacted], or [redacted] should you have any questions or concerns. Sincerely, 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]. [redacted] purchased a sectional on November 22, 2015, that was delivered on December 4, 2015. The factory’s warranty covers labor...
costs for repairs on manufacturers defects for one year from date of delivery (some parts components may be covered for more than one year, but installation is one year).On January 13, 2016, the customer requested service for their sectional. On January 27, the technician found the right-side facing unit to be torn open and ordered a replacement seat cover. He found the ottoman frame broken. On March 23, 2017, the technician returned with the replacement cover and repaired the ottoman frame. On October 19, 2016, the customer requested service for an open seam and flattening cushions. The technician repaired the seam and added padding to the sectional.On November 29, 2016, the customer reported a hole in the middle of their ottoman. The technician inspected the ottoman and found it to be collapsed from use. Parts were ordered and once in attempts were made to contact the customer to schedule the installation. The service request was closed February 4, 2017.On March 8, 2017, the service order was re-opened. On April 5, 2017, the technician found that the along with the hole on the top of the ottoman, the small tear had been pulled open to a one foot section and the leg was broken on the ottoman. The technician replaced the top cover, repaired the bottom cover. Although the issue was from use, (and not manufacturer’s defects) the repairs were completed. Please do not hesitate to contact me at [redacted] should you have any questions or concerns. Sincerely,Paula R[redacted]
June 25, 2015Re: Case ID # [redacted]Dear Ms. Gasser,Please accept this letter as a response to complaint filed by [redacted]. [redacted] was shopping for a bunkbed and there was the wrong price on the item. Levin’s store manager contacted [redacted] on June 15 to...
discuss her experience. [redacted] shared her disappointment with the sales experience and requested that we ensure that the proper tagging is in place. [redacted] had stated that she had purchased a bunkbed at another retailer. Levin apologized for the poor service and offered to assist her in the future. [redacted] thanked the manager for contacting her regarding her complaint.As a courtesy, Levin would like to offer the customer a gift certificate as a token for our appreciation as she has been a Levin customer over the years.Please do not hesitate to contact me at [redacted], extension [redacted], or [redacted] should you have any questions or concerns.Sincerely, [redacted]Director of Customer Service
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 12286566, and find that this resolution is satisfactory to me. They did replace the chase
Regards,
[redacted]
October 31, 2017Re: Complaint [redacted]Dear Ms. [redacted],Please accept this letter as a response to the claim filed by [redacted]. The customer purchased a full size mattress and boxspring set on February 23, 2017, that was delivered on March 1, 2017.On September 22, 2017, the...
customer requested service for her bed. The technician inspected the bedding set on October 25, 2017. The boxspring was found to be defective and Levin has offered to exchange the boxspring. The mattress, however, although had measured with an impression that exceeds 1.5”, is stained. The manufacturer’s warranty is voided if the bedding is found to be stained (see attached warranty under the Mattresses section, limited warranty does not cover, item#2).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 11, 2016Re: Case ID # [redacted] and [redacted] Dear Ms. [redacted],Please accept this letter as a response to complaint filed by [redacted] and [redacted]. On May 5, 2013, [redacted] purchased a reclining sofa and loveseat that was delivered on May 16, 2013. The manufacturer’s warranty...
is for one year from date of delivery which expired May 2014. On February 25, Levin contacted the customer regarding their concerns and discussed the warranty had expired but as a valued customer Levin would offer partial merchandise credit toward a future purchase or partial refund to reduce their initial price paid. The customer asked for additional time to wait until the closest showroom will reopen at the end of March. Levin has met their request and the customer can make their decision on the options within 30 days of the showroom opening.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.
There is a dip in my mattress and it affects my sleep. It's very uncomfortable. I'm frustrated because it seems that no one is listening to me. I understand that the dip has to meet a certain requirement but I sleep in the bed every night and I experience it. I want my money back or I want the mattress replaced. Thank you.
Regards,
[redacted]
May 20, 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 November 28, 2014 that was delivered on December 16, 2014. The customer also purchased the additional...
recline warranty that covers mechanism parts and labor issues for five years from date of delivery.On December 1, 2015, the customer requested service for a broken zipper and issue with the footrest.The parts sent from the manufacturer were incorrect. When the technician visited the home, the customer also needed a new reclining pull cable which was added to the parts order. Levin spoke with the customer on May 11, 2015 with an update. The parts have arrived and the customer is scheduled for an appointment on May 31. We apologize for the delay of parts and for the inconvenience that this has caused. Please do not hesitate to contact me at 8[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]
July 20, 2015 Re: Case ID # [redacted] [redacted] Dear [redacted], Please accept this letter as an updated response to complaint filed by [redacted]. [redacted] purchased a sofa manufactured by Jackson Furniture on February 18, 2013 that the customer had picked up on February 21,...
2015. On February 26, 2013, the customer requested service for his sofa. The sofa was inspected on March 12, 2013. The inspection report stated that the cores had compressed and that two braces had separated on the frame. Levin agreed to accept a return of the sofa and replaced it on March 30, 2013. On July 9, 2013, the customer requested service for his sofa. The inspection report found that the right side seat frame had broken. Although the warranty was for repair, since the customer had experienced issues with the same sofa within a short amount of time, Levin allowed the customer to select another style of sofa. The return authorization was approved on July 23, 2013. Levin Furniture covers one year of labor from date of delivery. The manufacturer covers certain components for additional time frames. Levin can process an order for replacement seat cores (covered for five years) and repair any structural frame issues due to a manufacture’s defect (the manufacture reserves the right to approve and reimburse for repairs, however Levin will cover the labor as an exception for this customer and those will be made at no charge to the customer). Levin will contact the customer to discuss next steps for repair service. After speaking with the customer, another option of a discount instead of repair was offered. The customer had accepted the discount offer. Please do not hesitate to contact me at [redacted], extension [redacted], or pr[redacted]@levinfurniture.com 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.The amount they are claiming due back is incorrect. I was not refunded $773.79 back to my [redacted] debit card because when I spoke to the sales manager he said we were being charged the full amount for an arm chair and delivery fee. My [redacted] credit card was fully refunded the $2000.00 but not my [redacted]. This is my back info from the purchase and refund:1,071.52 DEBIT CARD PURCHASE [redacted]
LEVIN FURNITURE
PITTSBURGH PA06/22 297.73
DEBIT CARD REFUND [redacted]
LEVIN FURNITURE
PITTSBURGH PARegards,
[redacted]
March 11, 2016Re: Case ID # [redacted] and [redacted] Dear Ms. [redacted],Please accept this letter as a response to complaint filed by [redacted]. [redacted] and [redacted] purchased a sofa and recliner on July 3, 2014 that was delivered on July 9, 2014. On February 1,...
2015, the customer requested service for a mechanism problem and color loss. The mechanism was replaced and the leather was touched up on the headrest.The manufacturer offers a one year warranty on leather. The leather warranty on the purchase expired July 2015. I have attempted to reach the customer by phone and left a message, along with an email requesting photographs of the affected area. If they are able to forward photographs of the issue, I will forward them to the factory for their review for the customer since it is out of their warranty period.Please do not hesitate to contact me at [redacted], extension [redacted], or [redacted] should you have any questions or concerns.Sincerely,[redacted]Director of Customer Service March 14, 2016Re: Case ID # [redacted] and [redacted] Dear Ms. [redacted],Please accept this letter as an updated response to complaint filed by [redacted]. [redacted] and [redacted] purchased a sofa and recliner on July 3, 2014 that was delivered on July 9, 2014. On February 1, 2015, the customer requested service for a mechanism problem and color loss. The mechanism was replaced and the leather was touched up on the headrest.The manufacturer offers a one year warranty on leather. The leather warranty on the purchase expired July 2015. I have attempted to reach the customer by phone and left a message, along with an email requesting photographs of the affected area. Mrs. [redacted] was able to forward a photograph of the leather issue. Levin Furniture forwarded it to the factory for review and we have arranged an exchange of the sofa. I spoke with Mrs. [redacted] and scheduled the exchange for Saturday, March 19, 2016.Please do not hesitate to contact me at [redacted], extension [redacted], or [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 dining set on March 26,2017, that was delivered on March 30, 2017. Upon delivery the team reported a splintered area that...
could be remedied by a craftsman to the home. Levin processed a service request for a home visit. On March 31, the customer contacted Levin and requested a replacement and the exchange was entered. The replacement was delivered to the customer on April 5, 2017Please do not hesitate to contact me at [redacted] should you have any questions or concerns. Sincerely,Paula R[redacted]Director of Customer Service
May 20, 2016Re: Case ID # [redacted]Dear Ms. [redacted],Please accept this letter as an updated response to complaint filed by [redacted]. The customer (under the account for [redacted]) purchased a seven piece sectional on December 26, 2014, that was delivered on February 18, 2015. On December 20, 2015, the customer reported a problem with the seat covers and cores needed service. On January 14, 2016, the technician inspected the furniture and ordered parts for the sectional. The parts were ordered from the manufacturer. We spoke with the customer and came to an agreement for partial credit toward another selection. The return authorization has been processed.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 7, 2015Re: Case ID # [redacted]Dear [redacted],Please accept this letter as a response to the claim filed by [redacted]. [redacted] purchased a chair, and another chair with matching ottoman on February 22, 2014 that was delivered on February 27, 2014. The...
customer also purchased an accidental protection program through Guardian Protection for accidental stains from anything you eat or drink, as well as accidental rips, tears, or burns for five years from date of delivery. The factory warranty covers manufacturer’s defects for one year from date of delivery.The only record on the delivery from February 27, 2014 was that it was signed for and accepted without issues.There are no other requests for service on the account. Although it appears that the issue was not accidental from the information provided in the complaint (not falling under the accidental coverage) and the factory warranty expired February 2015, Levin will offer to send a tech at no charge to attempt to improve the wood area that is scratched. As the chair has been in the home for 18 months, we will do our best to improve it.This one-time courtesy visit will be at no charge to the customer.If the customer would prefer to cancel the accidental damage coverage, a refund for the coverage is an option that we can offer.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 18, 2016Re: Case ID # [redacted] and [redacted] Dear Ms. [redacted],Please accept this letter as an updated response to complaint filed by [redacted] and [redacted]. On January 4, 2015, (this has been corrected from the original response of January 4, 2016 which was a typing error) the customer purchased a dining set along with a matching custom order sofa table. On February 7, 2015, the customer requested service for the custom order sofa table. The bottom board was cracked so a part was ordered. The factory had shipped the incorrect part twice. As this was a custom order item, it was not in stock at Levin and a replacement was ordered from the factory in September. The replacement arrived in January but the inspection team found it to be defective so a new replacement sofa table was ordered. Levin processed a discount for the customer for the missed delivery. The discount is in our system and typically is processed when the final delivery is completed. Levin will contact the customer to obtain the bankcard number to process the discount and offer possible delivery dates. Levin will also increase the discount from $50 to$100 for the extended problem. Additionally, Levin can offer to send a technician come to the home to service any warranty issues with the chairs and touch up the wood finish. As the table has arrived, we can offer a delivery date to the customer to schedule the exchange. The notes on the order list a left message on March 3, 2015 in the afternoon. We apologize if there was a technical issue with the message sent and as well as the conversation at point of sale regarding the care for the 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 18, 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 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 customer requested service on August 18, 2014, for the seat cushion and lose staples on the sofa. On August 28, 2014, the technician adjusted the seat, removed the staples and also lubricated the recliner to allow it to operate more smoothly for the customer. On September 18, 2014, the customer requested service for the sofa. On September 24, 2014, a technician corrected the seat cushion by adding dacron fill to the sofa. On April 20, 2015, the customer requested service for the sofa padding. Levin reviewed the manufacturer’s warranty for free repairs within the first year from date of delivery. On June 26, 2015, the technician added padding to complete the service request. On September 1, 2015, the customer requested service for something poking on the outside back. The technician found an object of the customer’s that had become lodged in the back and removed it. The technician added padding to meet the customer’s request and completed the service on September 30, 2015.On June 23, 2016, the customer requested service. Although out of the one-year manufacturer’s warranty for repair, Levin agreed to service again at no charge to the customer. The parts have shipped from the manufacturer and the technician will be contacting the customer to schedule an appointment for service.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
Please accept this letter as a response to the claim filed by [redacted]. The customer purchased a bedroom set on April 29, 2017, that was delivered on May 5, 2017. Upon delivery it was determined that they bed they were expecting was not on the order. Due to the sales error,...
the bed order that the customer was expecting was updated on May 8, and delivered on May 13, 2017, for the original price and the customer not paying any additional amount. We apologize for the inconvenience that this has caused. Please do not hesitate to contact me at ###-###-####, extension [redacted], or [redacted]m should you have any questions or concerns. Sincerely, Paula R[redacted]
February 12, 2017Re: Complaint [redacted]Dear Ms. [redacted],Please accept this letter as an updated 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. The factory has sent a complete replacement lid for the console and a complete back for the right facing chaise. The customer had requested an additional service for the seat of the chaise a month after the original request which has shipped from the factory. Once t the chaise seat cover arrives Levin will contact the customer to schedule the part installation. These are the service guidelines from the manufacturer. Should the customer wish to use her accidental plan to replace the two items (console and right chaise) Levin will meet that request.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
July 30, 2015Re: Case ID #[redacted]Dear [redacted],Please accept this letter as a response to complaint filed by [redacted]. The customer purchased a special order chaise on December 21, 2014, that was delivered on February 5, 2015. The customer requested...
service on April 20, 2015. A technician inspected the chaise on May 1, 2015 and found that a board needed replaced. Levin has scheduled the pickup of the chaise for restoration in our custom shop on July 30, 2015. We have scheduled the return of the chaise with the customer for August 6, 2015. We apologize for the inconvenience that this has caused and have met the customer’s request for a discountPlease 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 a response to the claim filed by [redacted] and [redacted]. Mr. and Mrs. [redacted] selected a new living room set on May 4, 2014 that was delivered on May 31, 2014.This was a set to replace a previous living room set that was delivered on January 18, 2014, as an...
exception to the warranty. A frame problem was reported on June 2, 2014, and the sofa was replaced. On December 1, 2014, the customer requested service for sinking of their sofa and loveseat. Replacement seats were installed on February 3, 2015. On March 30, 2015, the customer requested service for the seats. The technician ordered replacement seat cores. The report also included that there were scuffs on the right side facing arm scuff not covered by a manufacturer’s warranty. The factory’s warranty includes parts and labor repairs for manufacturer’s defects from one year from date of delivery. On April 20, 2015, Levin spoke with the customer regarding their concerns and offered an extension of the factory warranty by an additional six months as a courtesy to the customer. The parts have arrived from the manufacturer and Levin has left a message for the customer to schedule the pickup for shop repair. Please do not hesitate to contact me at [redacted], extension [redacted], or [redacted] should you have any questions or concerns. Sincerely, 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]. [redacted] purchased a sectional on November 22, 2015, that was delivered on December 4, 2015. The factory’s warranty covers labor...
costs for repairs on manufacturers defects for one year from date of delivery (some parts components may be covered for more than one year, but installation is one year).On January 13, 2016, the customer requested service for their sectional. On January 27, the technician found the right-side facing unit to be torn open and ordered a replacement seat cover. He found the ottoman frame broken. On March 23, 2017, the technician returned with the replacement cover and repaired the ottoman frame. On October 19, 2016, the customer requested service for an open seam and flattening cushions. The technician repaired the seam and added padding to the sectional.On November 29, 2016, the customer reported a hole in the middle of their ottoman. The technician inspected the ottoman and found it to be collapsed from use. Parts were ordered and once in attempts were made to contact the customer to schedule the installation. The service request was closed February 4, 2017.On March 8, 2017, the service order was re-opened. On April 5, 2017, the technician found that the along with the hole on the top of the ottoman, the small tear had been pulled open to a one foot section and the leg was broken on the ottoman. The technician replaced the top cover, repaired the bottom cover. Although the issue was from use, (and not manufacturer’s defects) the repairs were completed. Please do not hesitate to contact me at [redacted] should you have any questions or concerns. Sincerely,Paula R[redacted]
June 25, 2015Re: Case ID # [redacted]Dear Ms. Gasser,Please accept this letter as a response to complaint filed by [redacted]. [redacted] was shopping for a bunkbed and there was the wrong price on the item. Levin’s store manager contacted [redacted] on June 15 to...
discuss her experience. [redacted] shared her disappointment with the sales experience and requested that we ensure that the proper tagging is in place. [redacted] had stated that she had purchased a bunkbed at another retailer. Levin apologized for the poor service and offered to assist her in the future. [redacted] thanked the manager for contacting her regarding her complaint.As a courtesy, Levin would like to offer the customer a gift certificate as a token for our appreciation as she has been a Levin customer over the years.Please do not hesitate to contact me at [redacted], extension [redacted], or [redacted] should you have any questions or concerns.Sincerely, [redacted]Director of Customer Service
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 12286566, and find that this resolution is satisfactory to me. They did replace the chase
Regards,
[redacted]
October 31, 2017Re: Complaint [redacted]Dear Ms. [redacted],Please accept this letter as a response to the claim filed by [redacted]. The customer purchased a full size mattress and boxspring set on February 23, 2017, that was delivered on March 1, 2017.On September 22, 2017, the...
customer requested service for her bed. The technician inspected the bedding set on October 25, 2017. The boxspring was found to be defective and Levin has offered to exchange the boxspring. The mattress, however, although had measured with an impression that exceeds 1.5”, is stained. The manufacturer’s warranty is voided if the bedding is found to be stained (see attached warranty under the Mattresses section, limited warranty does not cover, item#2).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 11, 2016Re: Case ID # [redacted] and [redacted] Dear Ms. [redacted],Please accept this letter as a response to complaint filed by [redacted] and [redacted]. On May 5, 2013, [redacted] purchased a reclining sofa and loveseat that was delivered on May 16, 2013. The manufacturer’s warranty...
is for one year from date of delivery which expired May 2014. On February 25, Levin contacted the customer regarding their concerns and discussed the warranty had expired but as a valued customer Levin would offer partial merchandise credit toward a future purchase or partial refund to reduce their initial price paid. The customer asked for additional time to wait until the closest showroom will reopen at the end of March. Levin has met their request and the customer can make their decision on the options within 30 days of the showroom opening.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.
There is a dip in my mattress and it affects my sleep. It's very uncomfortable. I'm frustrated because it seems that no one is listening to me. I understand that the dip has to meet a certain requirement but I sleep in the bed every night and I experience it. I want my money back or I want the mattress replaced. Thank you.
Regards,
[redacted]
May 20, 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 November 28, 2014 that was delivered on December 16, 2014. The customer also purchased the additional...
recline warranty that covers mechanism parts and labor issues for five years from date of delivery.On December 1, 2015, the customer requested service for a broken zipper and issue with the footrest.The parts sent from the manufacturer were incorrect. When the technician visited the home, the customer also needed a new reclining pull cable which was added to the parts order. Levin spoke with the customer on May 11, 2015 with an update. The parts have arrived and the customer is scheduled for an appointment on May 31. We apologize for the delay of parts and for the inconvenience that this has caused. Please do not hesitate to contact me at 8[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]
July 20, 2015 Re: Case ID # [redacted] [redacted] Dear [redacted], Please accept this letter as an updated response to complaint filed by [redacted]. [redacted] purchased a sofa manufactured by Jackson Furniture on February 18, 2013 that the customer had picked up on February 21,...
2015. On February 26, 2013, the customer requested service for his sofa. The sofa was inspected on March 12, 2013. The inspection report stated that the cores had compressed and that two braces had separated on the frame. Levin agreed to accept a return of the sofa and replaced it on March 30, 2013. On July 9, 2013, the customer requested service for his sofa. The inspection report found that the right side seat frame had broken. Although the warranty was for repair, since the customer had experienced issues with the same sofa within a short amount of time, Levin allowed the customer to select another style of sofa. The return authorization was approved on July 23, 2013. Levin Furniture covers one year of labor from date of delivery. The manufacturer covers certain components for additional time frames. Levin can process an order for replacement seat cores (covered for five years) and repair any structural frame issues due to a manufacture’s defect (the manufacture reserves the right to approve and reimburse for repairs, however Levin will cover the labor as an exception for this customer and those will be made at no charge to the customer). Levin will contact the customer to discuss next steps for repair service. After speaking with the customer, another option of a discount instead of repair was offered. The customer had accepted the discount offer. Please do not hesitate to contact me at [redacted], extension [redacted], or pr[redacted]@levinfurniture.com 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.The amount they are claiming due back is incorrect. I was not refunded $773.79 back to my [redacted] debit card because when I spoke to the sales manager he said we were being charged the full amount for an arm chair and delivery fee. My [redacted] credit card was fully refunded the $2000.00 but not my [redacted]. This is my back info from the purchase and refund:1,071.52 DEBIT CARD PURCHASE [redacted]
LEVIN FURNITURE
PITTSBURGH PA06/22 297.73
DEBIT CARD REFUND [redacted]
LEVIN FURNITURE
PITTSBURGH PARegards,
[redacted]
March 11, 2016Re: Case ID # [redacted] and [redacted] Dear Ms. [redacted],Please accept this letter as a response to complaint filed by [redacted]. [redacted] and [redacted] purchased a sofa and recliner on July 3, 2014 that was delivered on July 9, 2014. On February 1,...
2015, the customer requested service for a mechanism problem and color loss. The mechanism was replaced and the leather was touched up on the headrest.The manufacturer offers a one year warranty on leather. The leather warranty on the purchase expired July 2015. I have attempted to reach the customer by phone and left a message, along with an email requesting photographs of the affected area. If they are able to forward photographs of the issue, I will forward them to the factory for their review for the customer since it is out of their warranty period.Please do not hesitate to contact me at [redacted], extension [redacted], or [redacted] should you have any questions or concerns.Sincerely,[redacted]Director of Customer Service March 14, 2016Re: Case ID # [redacted] and [redacted] Dear Ms. [redacted],Please accept this letter as an updated response to complaint filed by [redacted]. [redacted] and [redacted] purchased a sofa and recliner on July 3, 2014 that was delivered on July 9, 2014. On February 1, 2015, the customer requested service for a mechanism problem and color loss. The mechanism was replaced and the leather was touched up on the headrest.The manufacturer offers a one year warranty on leather. The leather warranty on the purchase expired July 2015. I have attempted to reach the customer by phone and left a message, along with an email requesting photographs of the affected area. Mrs. [redacted] was able to forward a photograph of the leather issue. Levin Furniture forwarded it to the factory for review and we have arranged an exchange of the sofa. I spoke with Mrs. [redacted] and scheduled the exchange for Saturday, March 19, 2016.Please do not hesitate to contact me at [redacted], extension [redacted], or [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 dining set on March 26,2017, that was delivered on March 30, 2017. Upon delivery the team reported a splintered area that...
could be remedied by a craftsman to the home. Levin processed a service request for a home visit. On March 31, the customer contacted Levin and requested a replacement and the exchange was entered. The replacement was delivered to the customer on April 5, 2017Please do not hesitate to contact me at [redacted] should you have any questions or concerns. Sincerely,Paula R[redacted]Director of Customer Service
May 20, 2016Re: Case ID # [redacted]Dear Ms. [redacted],Please accept this letter as an updated response to complaint filed by [redacted]. The customer (under the account for [redacted]) purchased a seven piece sectional on December 26, 2014, that was delivered on February 18, 2015. On December 20, 2015, the customer reported a problem with the seat covers and cores needed service. On January 14, 2016, the technician inspected the furniture and ordered parts for the sectional. The parts were ordered from the manufacturer. We spoke with the customer and came to an agreement for partial credit toward another selection. The return authorization has been processed.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 7, 2015Re: Case ID # [redacted]Dear [redacted],Please accept this letter as a response to the claim filed by [redacted]. [redacted] purchased a chair, and another chair with matching ottoman on February 22, 2014 that was delivered on February 27, 2014. The...
customer also purchased an accidental protection program through Guardian Protection for accidental stains from anything you eat or drink, as well as accidental rips, tears, or burns for five years from date of delivery. The factory warranty covers manufacturer’s defects for one year from date of delivery.The only record on the delivery from February 27, 2014 was that it was signed for and accepted without issues.There are no other requests for service on the account. Although it appears that the issue was not accidental from the information provided in the complaint (not falling under the accidental coverage) and the factory warranty expired February 2015, Levin will offer to send a tech at no charge to attempt to improve the wood area that is scratched. As the chair has been in the home for 18 months, we will do our best to improve it.This one-time courtesy visit will be at no charge to the customer.If the customer would prefer to cancel the accidental damage coverage, a refund for the coverage is an option that we can offer.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 18, 2016Re: Case ID # [redacted] and [redacted] Dear Ms. [redacted],Please accept this letter as an updated response to complaint filed by [redacted] and [redacted]. On January 4, 2015, (this has been corrected from the original response of January 4, 2016 which was a typing error) the customer purchased a dining set along with a matching custom order sofa table. On February 7, 2015, the customer requested service for the custom order sofa table. The bottom board was cracked so a part was ordered. The factory had shipped the incorrect part twice. As this was a custom order item, it was not in stock at Levin and a replacement was ordered from the factory in September. The replacement arrived in January but the inspection team found it to be defective so a new replacement sofa table was ordered. Levin processed a discount for the customer for the missed delivery. The discount is in our system and typically is processed when the final delivery is completed. Levin will contact the customer to obtain the bankcard number to process the discount and offer possible delivery dates. Levin will also increase the discount from $50 to$100 for the extended problem. Additionally, Levin can offer to send a technician come to the home to service any warranty issues with the chairs and touch up the wood finish. As the table has arrived, we can offer a delivery date to the customer to schedule the exchange. The notes on the order list a left message on March 3, 2015 in the afternoon. We apologize if there was a technical issue with the message sent and as well as the conversation at point of sale regarding the care for the 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 18, 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 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 customer requested service on August 18, 2014, for the seat cushion and lose staples on the sofa. On August 28, 2014, the technician adjusted the seat, removed the staples and also lubricated the recliner to allow it to operate more smoothly for the customer. On September 18, 2014, the customer requested service for the sofa. On September 24, 2014, a technician corrected the seat cushion by adding dacron fill to the sofa. On April 20, 2015, the customer requested service for the sofa padding. Levin reviewed the manufacturer’s warranty for free repairs within the first year from date of delivery. On June 26, 2015, the technician added padding to complete the service request. On September 1, 2015, the customer requested service for something poking on the outside back. The technician found an object of the customer’s that had become lodged in the back and removed it. The technician added padding to meet the customer’s request and completed the service on September 30, 2015.On June 23, 2016, the customer requested service. Although out of the one-year manufacturer’s warranty for repair, Levin agreed to service again at no charge to the customer. The parts have shipped from the manufacturer and the technician will be contacting the customer to schedule an appointment for service.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