Community Media LLC

[redacted] In response to [redacted] , we have already swapped out her mattress set three times, above and beyond what the manufacturer's warranty allows The manufacturer is not covering these swap outs because of the lack of defectsShe did indeed have the correct foundation for her mattressWe offered to again swap out her mattress with an even nicer mattress, but requested she pay the difference in price to the nicer set, as we have already lost money on this entire deal We can not stay in business by losing money, but we are trying to go above and beyond to satisfy Ms *** Ms [redacted] did not want to pay the difference in price but still requested we pick up her mattress set She has an in-store credit for the purchase price until she decides on another mattress set or picks out something else entirelyWe can not offer refunds on mattresses.%

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution would be satisfactory to me I will wait for the business to perform this action sooner rather than later and, if it does, will consider this complaint resolved Regards, [redacted] ***

[redacted] In response to [redacted] , we are very sorry for the inconvenience This is our peak time of year and sometimes messages aren't passed along like they shouldWe had no record of any calls to our Customer Service department which handles problems with merchandiseHowever since receiving this letter, the factory technician has gone out to the customer's house and fixed the furniture for themWe hope this resolves any issuesWe appreciate your businessAny future problems please call customer service directly at [redacted] -- Winner Furniture Dixie Hwy Louisville, KY [redacted] WinnerFurnitureKY.com%

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear belowProvide details of why you are not satisfied with this resolution Please respond here ONLY]
** ,salesman He provided me with incorrect information about the mattress I purchased on credit with *** Finance Company that mattress was a Corsicana Harmony 8610Q Queen Gel MattressThat mattress was not a Firm mattress but, it was suppose to be So ** switch that mattress with a Southerland Queen Firm MattressIt was suppose to be the Firmest Mattress they had I spoke to Southerland IncRepresentative *** at *** when I was into **'s office at Winner Furniture and was informed and so was ** that the mattress needed to be on a difference kind of box spring (metal not wood) and that Southerland would take care of replacing both of the defective mattress which had clasped. I had the second mattress between 2-weeks before it clasped alsoWhile at the store waiting on ** the store owner to come in , I received a call from *** , Winner 's Customer Service Representative on Winner's phone *** told me " they would not give me another mattress only thing I can have is a in-store credit". I have already brought all the furniture I needed from Winner's furniture. I need a mattress set not other furnitureI have tried to talk to the Owner of Winner Furniture, ** several times and have been unsuccessfulI was provided with a Credit Account at *** Finance Company in depth for a mattress set I do not have due to the defectiveness Winner pick up in February and gave me the impression they were going to delivery me the mattress set ** had *** & I go see out to the other Winner store on Preston Highway( now here is another mattress set ,the best they have)I asked the men who picked up the mattress where is my mattress set and they told me to call ***, *** told me to call ** and that is when I was told I needed to pay more money for mattress set and a delivery fee toothey had already pick up their merchandise(mattress set) and we were without anything to sleep on and they didn't careNothing I have done cause the mattress to ClaspedThe only thing I want is for Winner to credit my account at *** Finance Company, the same way Winner was PAID IN FULL on my account from *** Finance Company for the mattress set and the delivery charge totaling $881.24. PLEASE !!!
Regards,
*** ***
&

From: Winner Furniture
Sent: Thursday, November 13, *** 12:PM
*** *** *** ***
In response to Ms *** complaint on her mattress: It has always been store policy and manufacturer's policy that you must have your proof of purchase or receipt in order to obtain
warranty serviceHowever, we were able to obtain authorization from the manufacturer of the mattress to do a warranty exchange even without proof of purchase. As long as the mattress is still in sanitary condition (which voids the warranty) we will be able to exchange her mattress no problem. We apologize for the inconvenience of the mattress issue and hope this solves Ms*** complaint
-
Winner Furniture
Dixie Hwy
Louisville, KY
***
WinnerFurnitureKY.com

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.It is also amazing that now they have a landscaping company that can do the work. Before, I was told no we do not do that at all.  
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]

[redacted]  [redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I contacted the business after received the notice from Revdex.com and the response from the business, and they did verify that we could come in on Tuesday 10/10/17 and pick up the check for our refund since they can not refund us the cash hat we paid with.
Regards,
[redacted]

[redacted]
 
In regards to Mr. [redacted]'s complaint, he purchased this recliner in January 2014.  When he called our customer service department, we set him up with the Ashley Furniture service technician. The technician went to his house, took pictures and...

advised customer service that the damage and wear to the recliner was not a manufacturer's defect, but was caused by hair or hair product or skin product from contacting the material.  We advised the technician to order the necessary parts and repair it anyway, as a courtesy to the customer.  The parts arrived at the customer's house. When the technician attempted to repair the recliner, the customer was not at home for his appointment and has not called back to try to make another appointment.  We are still willing to service the recliner for Mr. [redacted] but he will need to call and schedule an appointment to do so. Please let us know if there is anything else we can help. Thanks!
 
--
Winner Furniture
2530 Dixie Hwy, Louisville, KY 40216
10509 Dixie Hwy, Louisville, KY 40272
7411 Preston Hwy, Louisville, KY 40219
WinnerFurnitureKY.com
"We Sell for Less!"%

Revdex.com:
I have reviewed the response made by the business in reference to [redacted] and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.On are about 1 March 2017 the furniture was delivered to my home of resident.  At the time of delivery we notice that the love seat had a damage on the left arm as you are looking at it.  At that time I Willie Heard brought it the attention of the Winner Furniture Movers that the furniture was damage.  The workers took photos of the damaged furniture and also contacted Winner Furniture HQs in Louisville.  The representative from the HQs told me that someone from Fast Furniture Repair will contact me within a week.  After not hearing from Fast Furniture, my wife Alicia went to Winner Furniture in Radcliff, and complained about the horrible service that we were receiving. That's when she (my wife) was told that Fast Furniture do not contact their customers, that we need to contact them and set up an appointment and my wife was given a phone number to Fast Furniture at that time.  Once we received the number to Fast Furniture I called to set up an appointment date.  They set the appointment date for 1 May 2017, and they NEVER showed up.  So my wife called that night and left a message on voicemail and I was contacted the very next day.  Another appointment was scheduled and the representative actually showed up and decided that the furniture was damaged unrepairable, and a new part needed to be ordered.  The representative contacted Winner Furniture in Louisville  and told them that a new part need to be ordered.  I ask the representative how long would it take for the part to arrive and he said about two weeks and that was approximately a month and  half ago.  My wife went back to the store and inquired about the replacement product, (after not being remembered or about the service that was rendered) and she (my wife) was told that the product was ordered and would be mailed to our place of residence and we would have to contact the store for someone to come and replace the damage part.  At no given time was service refused by myself or my wife.  We would just like for our product that we paid for in good faith to be delivered to us as promised in good faith as a HONORABLE business should.  At the time of purchase we had no problem paying for the furniture in cash as required by Winner Furniture, and now they (Winner Furniture) is having MAJOR ISSUES delivering and withstanding to the Honorable side of what RIGHT look like.  Making up imaginary stories to appease you or me will not get my money back or my furniture replaced.

We are very sorry for the problem [redacted] has had with his order.  Rest assured, we have been working on it since day 1.  A furniture tech visited his home in April and said it could be repaired.  We ordered the part to repair but [redacted] is refusing repairs so we have re-ordered the...

whole piece, as he requested. This sofa is still on order from the manufacturer. As soon as it comes in, we will be swapping it out for him. There is no run around going on, we have done everything he has asked, but we are at the mercy of the manufacturer to (A) Send us product that is not damaged so we can keep our customers happy and (B) send us replacement product as quick as possible so we can swap it out.  Thank you for your patience and we will not stop until you are completely satisfied. Thanks!

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]

[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 [redacted] and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]
  What I still have a problem with is that Winner Furniture and Ashley Furniture is still selling this durablend furniture that cracks, splits and peels IIin a short amount of time. I have some satisfaction but what about the consumers after me who will get ripped off with this garbage furniture.Its immoral and wrong and I wish the selling of this furniture could be stopped and they could suffer a class action and/or penalties.

I'm sorry you're not happy with the protection plan, it is not an insurance policy, but a protection plan that covers against all accidents. They do require you to tell them how it happened, and they will fix it if you tell them ANY reason on why it happened.  They said they gave you 24 hours to "think up" how it may have happened. Please try to come up with a possible reason it could have happened and they would cover it.  All this was noted in the protection plan agreement emailed/mailed to you and is available from them as well if you need another copy. As a one-time courtesy to resolve the problem, we can offer you 25% off a replacement living room suite.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Regards,
[redacted]
 
 
 This business continues with it's deception. Store manager[redacted]) was told several times NOT to contact Mr. [redacted] for any reason due to previous argument. This request was not honored and it was ignored!!! Mr. [redacted] contacted the Customer service and requested that the owner of Winner furniture contact him to discuss the behavior and professionalism of store Manager's actions. Mr. [redacted] was told someone would be contacting him, as of this date, no update or return call from owner. This business not not provided professional  oversight for it's managers or their behavior. Manager is able to act in a manner that  "outrageous" and unprofessional and not be held accountable for their actions and conduct. Manager told other employees a fabricated LIE concerning the incident that occurred between him and Mr. [redacted]. Employee related fabricated story to Mr. [redacted], which was not the truth in order to cover himself from blame.   
Store manager [redacted]) to Mr. [redacted] to his face that the bed was his and would not be fixed. Therefore, Mr. [redacted] told manager to cancel service tech because he was filing a lawsuit and store Manager encouraged Mr. [redacted] to do so and said he would call and cancel service tech. Mr. [redacted] making sure that tech was cancelled, confirmed with tech that he did not want tech to come out due to incident with store manager. Although tech came out after speaking with Mr. [redacted], bed could not be fixed and Mr. [redacted] was indeed sent another bed which was wrong style and brand and much CHEAPER than cost of original bed. Mr. [redacted] called about different price difference of 108.00 and was connected to Store manager at [redacted] Highway location to get information. Store manager said employee who priced bed was wrong in their quote and if wanted another bed, had to pay an additional 97.00 for another bed. The actions of previous store manager and the deception of this company is unethical. Company will say anything to try and get customer out of the way. Owner of store never called and Mr. [redacted] doesn't expect him too. Store managers have no one to answer to and customers who experiences such behavior from manager will only have their complaints tossed to the side and IGNORED. Mr. [redacted] has vowed NEVER to step foot in any WINNER location, refer friends or family to any winner stores due to unprofessional actions of manager. Winner store managers lacks ACCOUNTABILITY!!!!

We have the replacement parts in stock and are waiting on customer to schedule a date with us to install them. Please call [redacted] to schedule.  Do not worry on expiration of warranty. It only matters when you first reported the warranty issue to us. Thanks!

In reviewing this account, I see where an exchange has already occurred and customer is complete.  We are very sorry for any miscommunication on the order, but glad to see it was resolved already.  Sometimes the salesmen will over promise and under-deliver, and we will re-train them on not...

promising things which can't be done. Thank you for letting us know.

Update:  As far as we know Mr. [redacted] is happy with his new bed.    Mr. [redacted] is the one who canceled his first appointment with the manufacturer's service tech.  We spoke with tech and asked if he could please see Mr [redacted] sooner and he said yes.  They got back in touch and the tech went out same day to see Mr [redacted].  Bed was indeed broken so they scheduled to have him swapped out to a different bed he liked.  [redacted] attempted to call Mr. [redacted] a couple times to formally apologize, but was unable to reach him.   [redacted] wanted to make it known he was sorry for the interaction they had and he has received reprimand and training.  We hope Mr [redacted] enjoys his new bed and if there are ever any problems, please contact Customer Service.  Thanks

Revdex.com:
I have reviewed the response made by the business in reference to [redacted] and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[redacted]
Regards,
[redacted] They have not addressed the idea that I am requesting some of my money back or some sort of compensation for THEIR NUMEROUSE mistakes.

We are very sorry about the miss communications on [redacted] order.   We believe there was a misunderstanding on some definitions of words.  By "in stock", the salesman meant it was in stock at the manufacturer's warehouse. We place orders to them daily, and they ship us truckloads...

of merchandise a couple times per week.  Normally merchandise from them arrives within 2 weeks. However, it is back ordered sometimes and takes longer to arrive. That is why all salesmen are supposed to say "Could be 2 weeks, but could be up to 8 weeks", and that is also printed on every sales invoice.  After the order is placed, the manufacturer provides us with an ESTIMATED arrival date. This is still an estimate and is not guaranteed to us, so we can not guarantee a specific arrival date.  On all sales invoices it explains this also, "Availability of merchandise is estimated according to information on hand at the time order is written. [We] can not be responsible for delays in delivery of merchandise occasioned by manufacturer's scheduling, stock on hand, availability of materials, transportation difficulty, or any other cause beyond the control of the seller".  We assure you as soon as the sectional hits OUR property, we will call as soon it does and schedule the delivery.  We are very sorry for the miscommunication, we wish we could have guaranteed dates and that they would come faster, but furniture is very large and bulky and must ship across the country in 18-wheelers, this is with all furniture stores and all furniture manufacturers.  I still show the sectional with an estimated arrival date to our warehouse of 7/21.