Community Media LLC

We are very sorry for the problems [redacted] is having with his sofa.  Even though this situation is not covered under the manufacturer's warranty, we are willing to offer a replacement sofa. Mr Johnson can receive the same sofa or a different sofa. We would recommend a fabric sofa or...

top-grain leather.  If it's more than his original purchase price, please pay the difference only and we will get it swapped out.  Thanks

We are very sorry you have received conflicting information after your received your order.  The fact is, your pieces have already been re-ordered as you were promised and we are waiting for them to arrive from the manufacturer.  As soon as they arrive to our Distribution Center, you will...

be called for an appointment and we will exchange. Again, sorry for all the mixup, we are implementing new procedures in the Customer Service department to track future issues and correct them before customers are given conflicting information. We appreciate your patronage and look forward to serving you better next time!

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.
[yes I am aware they gave me 24 hours to ask how it happened. However I had already asked my kids if they knew how it happened. They didn't. So your saying you want me lie about how it happened so they will cover it. They will cover the splits and the spot on the middle cushion. However they won't cover the peeling of the leather or the cracks that are there. So I am still left with those issues. 25% discount won't get me a new couch.
Regards,
[redacted]

Hi Ms. [redacted]We're very sorry about the issues you've had with your living room set.  After researching your service orders, I see where the technician visited your home previously, put in a parts order, and we're waiting for all parts to come in before the service tech comes back out to your...

house to restore the cushions.  Most parts do come within a couple weeks, but it is not guaranteed. Ashley factory does not inform anyone of stock status on parts or an ETA.  I followed up with Ashley and they assure me all parts will be in soon.  We will have you set up an appointment as soon as all parts are in.  We assure you will get you taken care of, we are sorry for any missed calls or voicemails. We will review policies to insure all calls are returned more promptly. Thanks

[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 should. We had no record of any calls to...

our Customer Service department which handles problems with merchandise. However since receiving this letter, the factory technician has gone out to the customer's house and fixed the furniture for them. We hope this resolves any issues. We appreciate your business. Any future problems please call customer service directly at[redacted]. 
 
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Winner Furniture
2530 Dixie Hwy
Louisville, KY 40216
[redacted]
WinnerFurnitureKY.com%

[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 will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]

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]
 
 
Business manager [redacted]) stated "The bed is yours!!" Meaning that the bed would not be fixed or serviced due to previous argument. Manager said he would CANCEL service tech order because HE was angry, therefore there was nothing left to discuss or talk about at this pint!! Company wants customer to wait SEVEN days before bed can be inspected which is completely unacceptable!! This business has been negligent in so many ways. Bed is NOT new and was off the showroom floor, bolts and screws are missing. Delivery guys put screws in wrong, loose, etc. I had no problem with bed being serviced, but for an individual to WAIT seven days is completely ridiculous.

We're very sorry about the mixup on the recliner model number.   The new one has been ordered, but [redacted] makes all items custom to order, so it always takes 6-8 weeks to receive, since it is custom made for you.  If we had this exact item in stock we would of course deliver it out...

right away.  I tracked it and it does show it will be delivered to our warehouse approximately 8/3, once it hits our docks we will call immediately and schedule a delivery appointment. In the mean time, if you'd like to select a different recliner that we have in stock, we can switch the order and get it out to you right away. Please let anyone else at customer service or the store if you'd like to switch to a different recliner in stock. We truly appreciate your business and regret the mixup on the model #.

Hi, we have been in touch with Ms [redacted] and resolved her complaint. We are delivering a new sofa for free as soon as it comes in. Thanks!

We have since spoken to the [redacted]'s since this response came through, we have an exchange scheduled for Friday with them on the chest.  We are not happy either with the manufacturer for sending us a damaged chest twice in a row. This one will be thoroughly inspected before leaving the warehouse. We are also attempting to obtain a credit from the manufacturer for the old chest so they can keep it for free, or a steep discount, for the troubles.

Response:Repairs have been made at no charge to the consumer while under warranty. After the warranty period ended, [redacted] offered the dealer a 50% credit to help satisfy the consumer. Please keep in mind that the warranty is between the customer and the manufacturer, Winner Furniture has been...

actively working to assist customer with an amicable resolution.Sent on: 2/13/2016 10:55:48 AMSent by: 98.103.150.202

We are very sorry for all the confusion on the sleeper sofa mattress. We have already spoken to Ms. [redacted] before receiving this and believe we have made her happy.  We have ordered a memory foam sleeper mattress from a different sofa and are giving it to her.  We are reprimanding the...

salesmen who misled Ms [redacted], whether intentionally or not, and providing remedial training so they better understand the sleeper sofa product lines. This will fix any future problems as well. Our goal is 100% customer satisfaction and we will do what it takes to make every sale right.  Thanks!

We are very sorry for the problems you're having with the furniture.  The manufacturer provides a one-year warranty on the fabric against defects. It is past that warranty period from the manufacturer.  The [redacted] Protection plan is for 5 years and covers accidents/stains/tears/rips. We...

are reaching out to [redacted] to see why they are not covering some of this. We will do the best we can to try to make the customer happy, even though this is out of the warranty period.

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]

We are very sorry about the complications the [redacted]'s have had with their order.  As of this time we have resolved all issues except their chest. Unfortunately the manufacturer has sent it to us damaged, a replacement one is on order.  We hate that we have no control over when merchandise...

arrives to us, we do not manufacture it, and they give us best estimates of when it will arrive, but it is never guaranteed. We pass along the information we receive from the manufacturers, but can not control the merchandise until it arrives on our warehouse docks.  We hope the [redacted]'s will forgive us and give us another chance someday, we will offer an extended discount.  We have also replaced our warehouse and delivery team with an experienced 3rd party logistics company which will drastically improve deliveries for all customers. We are not happy until all of our customers are happy, it is our #1 goal.

Hi there, we researched this protection plan.  We found that it was indeed already switched to a leather protection plan and is fully in place.  However the protection plan company advised us that this customer's problem is not covered under the plan, which is peeling of the leather....

We have responded privately to this customer's concerns. We offered to inspect his bed sooner after calling the manufacturer's service tech ourselves and explaining his urgency. Customer said he does not want any more assistance. Our customer service department exists solely to help customers with...

any issues and help facilitate manufacturer warranty, but we need to see pictures or inspect in person before being able to take the next step in repair or replacement. More than happy to take care of everyone, but please understand we can't switch someone's furniture out to something totally different without seeing the damaged pieces first. The manufacturer's warranty requires that the service tech inspect first and see if it can be repaired. Please call our customer service department with any other issues.  Store manager is more than willing to apologize. Thank you.

We are very sorry for the misunderstanding on the purchase price.  We beat any competitors price if it can be verified. The refund was processed the same day, but does take a few business days to process, today would be business day #1 so please give it 2 more days.

[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 defects. She did indeed have the correct foundation for her mattress. We 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 [redacted].  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 entirely. We can not offer refunds on mattresses.%3

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.Firing the delivery guys does not solve for the lies told to us by the sales people.  The upfront deceptive sales tactics misled us into believing that a product could be delivered with in a certain time frame. Now, weeks later, they delivered a dresser that was damaged.  And as you can see from the voicemail received from [redacted] it was supposed to have been delivered first thing Monday morning. But it wasn't until after I called them at 4:30pm that they said they would deliver it. I told him it was raining and [redacted] said that's ok, it's in a box so it'll be protected. When it was delivered to my house it was not in a box and it was visibly damaged with an effort to cover it up. Why on earth would I ever want to give this company and more of my money in the future?!?!?  I would like a refund for this 3rd dresser that is on order. Saying sorry isn't going to cut it. Would like a refund on the current furniture purchased. 
Regards,
[redacted]