December 27, 2015Re: Case ID # [redacted]Dear [redacted],Please accept this letter as a response to the complaint filed by [redacted]. The customer purchased a full size mattress and box set on October 4, 2014, that was delivered on October 18, 2014. On October 6, 2015, the...
customer requested service on their bedding set. A technician inspected the mattress and box on October 10, 2015 and found no defects with the mattress but a defect with the box. The box was replaced on October 24, 2015.On November 16, 2015, the customer requested service on the bedding set. A technician inspected the mattress and box on December 12, 2015. On the second inspection, there were no defects found on the mattress. The box was replaced on December 19, 2015.Please do not hesitate to contact me at [redacted] should you have any questions or concerns.Sincerely,Paula R[redacted]Director of Customer Service
November 3, 2016Re: 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 January 13, 2016, that was delivered on February 16, 2016. On February 19, 2016, the customer requested service for marks on the table top. A technician removed a sticky substance from the table top on March 16, 2016.On October 4, 2016, the customer requested service on the table for a raised surface. The technician found areas that been affected by moisture causing finish discoloration and a swell at these areas due to moisture. Moisture from a household source is not covered by the manufacturer’s warranty as a defect.Levin spoke with the customer on October 11, 2016, regarding the inspection report. As a courtesy, Levin is sending another technician for a second opinion. The appointment was scheduled for October 24, 2016.The technician found that one half of the table had more raised areas than the other. As a courtesy, Levin will exchange the table top. Levin also discussed with the customer that the criss-cross top design will have some higher and lower boards as part of the design. The customer’s exchange is scheduled for November 10, 2016.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 sofa, chair and set of tables on November 14, 2015, that was delivered on December 8, 2016. The purchase is covered by a...
one-year factory warranty for the repair of manufacturer’s defects (the warranty is for repair and not for return). The customer also purchased an accidental protection plan on the fabric for stains from food and beverage, rips tears, and burns as described in the program.On July 2, 2016, the customer requested service for the sofa and chair. The service technician removed the staple and ordered parts to restore the sofa. On September 14, the technician was unable to reach the residence as the police closed the road and would not allow traffic to enter. On September 27, the technician found the part was sent incorrectly by the manufacturer. The part has been reordered from the manufacturer. Once the part arrives, the technician will also correct the chair arm and address the fabric concerns.We offer our apologies to Ms. [redacted] for the issues surrounding the service of the furniture. As a token of our appreciation for our valued customer, Levin is offering a Levin gift certificate to the customer for $130. This certificate will be mailed from our office to the customer’s address applicable toward a future purchase at any Levin location on any type of merchandise.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
Please accept this letter as a response to the claim filed by [redacted]. The customer purchased a special order sectional on November 28, 2016, that was delivered on January 10, 2017. On January 24, 2017, the customer requested service for color concerns and squeaking. The...
squeak was repaired but has returned. The customer has agreed to have the furniture brought into our custom shop to determine and resolve the cause of the squeak. This is scheduled for June 30, 3017. We apologize for the inconvenience that this has caused. Levin has processed a discount to the customer’s account as a token of our appreciation and for their patience in resolving the issue. Please do not hesitate to contact me at ###-###-####, extension [redacted], or [redacted] should you have any questions or concerns. Sincerely, Paula R[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 March 12, 2016, that she picked up on March 18, 2016. On October 13, 2017,...
the customer requested service on her mattress set. A technician inspected the mattress set and found it to be defective. Levin notified the customer on October 19, 2019, that the mattress can be returned to the manufacturer due to the defect and that she has full credit that she paid for the mattress toward another mattress of her choosing. If she selects a mattress that exceeds the price that she paid for her mattress, she would be able to arrange payment of that difference in price. The manufacturer’s warranty is for replacement and not a refund (see attached warranty from Grand Legacy).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,
[redacted]
\
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]
lease accept this letter as a response to the claim filed by [redacted]. The customer purchased Serta Mattress Company king mattress and boxsprings, along with a bedroom set, on January 6, 2017, that was delivered on January 14, 2017. On January 15, the day after delivery, Levin...
updated the order to a correct mattress (the wrong one was delivered) which was delivered on January 21, 2017. Serta Mattress Company offers a Comfort Guarantee, where the customer can return the mattress with a fee and select a different mattress. The customer must sleep on the mattress for a minimum of 30 days and the guarantee lasts for up to 120 days. The sales order copy that lists the items purchased also lists the terms 30 nights (30NIGHT) and has a 120-day comfort guarantee ([redacted]). Unfortunately, the manufacture will not accept returns after the 120-day trial period. Levin would be happy to offer a special discount on a new purchase but cannot accept the return of their mattress delivered on January 21, 2017. Please do not hesitate to contact me at ###-###-####, extension [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]
October 9, 2015 Re: Case ID # [redacted] Dear [redacted], Please accept this letter as a response to complaint filed by [redacted]. The customer purchased a sectional on July 24, 2011, that was delivered on August 4, 2011. The manufacturer’s warranty expired on...
August 4, 2012, and the accidental protection program only covers accidents. Although there is no coverage for the customer’s concerns, Levin contacted the customer and offered a merchandise certificate to the customer toward a future purchase and the customer accepted.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 [redacted],Please accept this letter as a response to the complaint filed by [redacted]. The customer purchased a full size mattress and box set on October 4, 2014, that was delivered on October 18, 2014. On October 6, 2015, the...
customer requested service on their bedding set. A technician inspected the mattress and box on October 10, 2015 and found no defects with the mattress but a defect with the box. The box was replaced on October 24, 2015.On November 16, 2015, the customer requested service on the bedding set. A technician inspected the mattress and box on December 12, 2015. On the second inspection, there were no defects found on the mattress. The box was replaced on December 19, 2015.Please do not hesitate to contact me at [redacted] should you have any questions or concerns.Sincerely,Paula R[redacted]Director of Customer Service
November 3, 2016Re: 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 January 13, 2016, that was delivered on February 16, 2016. On February 19, 2016, the customer requested service for marks on the table top. A technician removed a sticky substance from the table top on March 16, 2016.On October 4, 2016, the customer requested service on the table for a raised surface. The technician found areas that been affected by moisture causing finish discoloration and a swell at these areas due to moisture. Moisture from a household source is not covered by the manufacturer’s warranty as a defect.Levin spoke with the customer on October 11, 2016, regarding the inspection report. As a courtesy, Levin is sending another technician for a second opinion. The appointment was scheduled for October 24, 2016.The technician found that one half of the table had more raised areas than the other. As a courtesy, Levin will exchange the table top. Levin also discussed with the customer that the criss-cross top design will have some higher and lower boards as part of the design. The customer’s exchange is scheduled for November 10, 2016.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 sofa, chair and set of tables on November 14, 2015, that was delivered on December 8, 2016. The purchase is covered by a...
one-year factory warranty for the repair of manufacturer’s defects (the warranty is for repair and not for return). The customer also purchased an accidental protection plan on the fabric for stains from food and beverage, rips tears, and burns as described in the program.On July 2, 2016, the customer requested service for the sofa and chair. The service technician removed the staple and ordered parts to restore the sofa. On September 14, the technician was unable to reach the residence as the police closed the road and would not allow traffic to enter. On September 27, the technician found the part was sent incorrectly by the manufacturer. The part has been reordered from the manufacturer. Once the part arrives, the technician will also correct the chair arm and address the fabric concerns.We offer our apologies to Ms. [redacted] for the issues surrounding the service of the furniture. As a token of our appreciation for our valued customer, Levin is offering a Levin gift certificate to the customer for $130. This certificate will be mailed from our office to the customer’s address applicable toward a future purchase at any Levin location on any type of merchandise.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
Please accept this letter as a response to the claim filed by [redacted]. The customer purchased a special order sectional on November 28, 2016, that was delivered on January 10, 2017. On January 24, 2017, the customer requested service for color concerns and squeaking. The...
squeak was repaired but has returned. The customer has agreed to have the furniture brought into our custom shop to determine and resolve the cause of the squeak. This is scheduled for June 30, 3017. We apologize for the inconvenience that this has caused. Levin has processed a discount to the customer’s account as a token of our appreciation and for their patience in resolving the issue. Please do not hesitate to contact me at ###-###-####, extension [redacted], or [redacted] should you have any questions or concerns. Sincerely, Paula R[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 March 12, 2016, that she picked up on March 18, 2016. On October 13, 2017,...
the customer requested service on her mattress set. A technician inspected the mattress set and found it to be defective. Levin notified the customer on October 19, 2019, that the mattress can be returned to the manufacturer due to the defect and that she has full credit that she paid for the mattress toward another mattress of her choosing. If she selects a mattress that exceeds the price that she paid for her mattress, she would be able to arrange payment of that difference in price. The manufacturer’s warranty is for replacement and not a refund (see attached warranty from Grand Legacy).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 regret that it took so long for them to respond to our complaint but I guess any response is better than nothing.
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]
\
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]
lease accept this letter as a response to the claim filed by [redacted]. The customer purchased Serta Mattress Company king mattress and boxsprings, along with a bedroom set, on January 6, 2017, that was delivered on January 14, 2017. On January 15, the day after delivery, Levin...
updated the order to a correct mattress (the wrong one was delivered) which was delivered on January 21, 2017. Serta Mattress Company offers a Comfort Guarantee, where the customer can return the mattress with a fee and select a different mattress. The customer must sleep on the mattress for a minimum of 30 days and the guarantee lasts for up to 120 days. The sales order copy that lists the items purchased also lists the terms 30 nights (30NIGHT) and has a 120-day comfort guarantee ([redacted]). Unfortunately, the manufacture will not accept returns after the 120-day trial period. Levin would be happy to offer a special discount on a new purchase but cannot accept the return of their mattress delivered on January 21, 2017. Please do not hesitate to contact me at ###-###-####, extension [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]
October 9, 2015 Re: Case ID # [redacted] Dear [redacted], Please accept this letter as a response to complaint filed by [redacted]. The customer purchased a sectional on July 24, 2011, that was delivered on August 4, 2011. The manufacturer’s warranty expired on...
August 4, 2012, and the accidental protection program only covers accidents. Although there is no coverage for the customer’s concerns, Levin contacted the customer and offered a merchandise certificate to the customer toward a future purchase and the customer accepted.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