Concho Supply

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] When the repair person came the second time, he said that the cushion material has shifted, and that was not normal, I still demand that Ruby Gordon or [redacted] adsorb the repair costFor $+ dollars this furniture should not have the appearance of a $sofa etcIf necessary I will pursue legal advise and action if necessary

Thank you for your correspondence on April 25, concerning Mr [redacted] mattress, file number [redacted] Ruby Gordon Inc.’s eighty-year history is built on the concern and devotion to our customer’s satisfaction Mr [redacted] is no exception to our core values As per the terms and conditions of the sale, which was provided to Mr [redacted] , Ruby-Gordon Incdoes provide a one-year warranty for the goods sold under his sales contract, specifically in this case for his mattress by the manufacturer [redacted] The terms state, “That the goods sold will be free from manufacturers defect defined as quality, construction, fit, and finish within the standards and specifications set forth by the manufacturer.” On March 31, 2016, Mr [redacted] ’s mattress was inspected The method for the inspection is based on the procedure set forth by the manufacturer [redacted] Utilizing this procedure, Mr [redacted] ’s mattress was measured to determine if it was defective What was found was that Mr [redacted] ’s mattress had an impression 7/8th of an inch According to the bedding manufacturer [redacted] , the impression on Mr [redacted] ’s mattress is within the specification of a “body impression” If the mattress had an impression greater than inches, the mattress would be defective and subsequently replacedUnfortunately, in this case, Mr [redacted] ’s mattress did not fit within those parametersThis information is present in the manufacturer’s warranty that was on a hang-tag that was attached to Mr [redacted] ’s mattress and can be found on the manufacturer’s website www[redacted] .com Furthermore, during the inspection of Mr [redacted] ’s mattress, staining of the mattress was presentUnder the exclusion section of [redacted] warranty, it states, “Mattresses or foundations displaying stains or soil that reasonably indicates the presence of potentially dangerous bodily fluids, blood borne pathogens or other substances that could cause injury.” Unfortunately, the condition of Mr [redacted] ’s mattress voids the manufacturer’s warranty This information was also present on the manufactures warranty hang-tag and can be found on the manufacturer’s websitewww[redacted] .comSincerely, David E

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 belowSir/Ma'am, In response to Ruby Gordons reply to my complaint I have attached the warranty that I was providedI fail to see anything in the warranty that would have led me to believe that the product I was being sold would not be honored by the retailer, who my check was made out to for payment, in the event of a deficiency under useI do see several times that the manufacturer states that the retailer would be held liable, not the manufacturerThere is nothing present that even mentions the manufacturers basis for refusalEven under those terms, which I wasn't provided before purchase, I have provided a photo of my bed in "resting" position directly over the area in questionYou can clearly see the bottom of the pencil which is parallel with the mattress sits inches below the rest of the bedEven though the "independent" inspector that the retailer hired to perform an inspection stated it was 7/of an inch? I completely agree that a bed with stains would probably not be the best item to returnBut a bed that was in use for less than months, which had a cover on it from minute one of its purchase would not have any stainsI have been looking over my mattress for an hour, trust me the [redacted] taught me how to inspect something, and have yet to find a grain of dirt, let alone a stainI would love to see any photographic evidence the employee of Ruby Gordon has on not only the depth in question, but also to any stainingIt is quite obvious to me that this is an attempt by a retailer, who is held liable by the manufacturer, to not honor it's warranty 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] ***

We understand Ms [redacted] ’s concerns What Ms [redacted] has experienced is a dye lot difference This means that a different shade of the correct color has been produced because of differences in temperature, dyeing time, humidity, and the fabric content (e.gwool, cotton, synthetic) As mentioned in the previous response even different crops of cotton can cause a change in a dye lot In addition, the growing process of cotton (e.gdrought or high amount of rainfall) can affect the dyeing process These are all of the reasons why, all furniture companies inform their consumer’s concerning dye lot differences As noted in the previous response Ms [redacted] inspection of her furniture was based on the possibility of a dye lot difference Furthermore as a company, Ruby-Gordon does sell a considerable amount of custom-made upholstered furniture without similar disputes through your agency However, in the spirit of cooperation, Ruby-Gordon furniture will discount the customer’s purchase by $ However, the furniture will need to be picked up by the customer before December If the furniture is not taken by that date, Ruby-Gordon will begin to assess storage fees to the furniture that we have been storing since April Sincerely, David Edmonds

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 I reviewed the message from RUBY GORDON FURNITUREHowever I am a CONSUMER NOT a fabric specialistThey stated that the fabric is a "representation" of what it would look like and variances SHOULD be expectedIT is Ruby Gordon's sole responsibility to INFORM a customer that they may not get what they are paying forI was absolutely NOT informed of "VARIANCES"And whether I kept an appointment to come look at the furniture or not wouldn't change the fact that I would not be receiving what I picked out to pay for due to "Variances" There is NO WAY a customer should pick out something and when it arrived be informed of possible VARIANCES 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 [To assist us in bringing this matter to a close, we would like to know your view on the matter.] I have read on credible websites that these beetles eggs can lie dormant for up to several monthsI do not agree with George's understanding of these bugsI am severely disappointed that they refuse to do anything to resolve our issue that in my eyes could affect my daughters healthGeorge is also incorrect about the oustide of my house being sprayed for these bugs, the oustide was sprayed for other bugs and nothing to do with the carpet beetlesI have talked to the technician as well as the owner of the company and would be happy for you to reach out to them Regards, Joe [redacted]

At Rub y-Gordon we take every complaint seriously and realize that advertising and its messaging is one of the most subjective aspects of any small business Every retail venue throughout the landscape advertises percentage off sales consistently every week as their way of expressing valueThis is true from Macys to big box stores and yes, Ruby-Gordon as wellOur product compare at price is derived from a comparison to the manufacturers “list” price as well as shopping of comparative goods in the market Our merchandise is bought through an independent buying group, FMG, that comprises the largest group of retail stores in the country to assure us and our customers the very best value In every print ad we state that the compare at price should be used only as a guide and that the CP price may or may not have resulted in any salesAll of our broadcast advertising messages are produced in Baltimore, Mdby one of the leading advertising agencies in the furniture industry and the same messaging is shared by over other furniture clients throughout the United StatesOur team is proud of the high level of quality products we offer and it has afforded us the confidence and consumer satisfaction through the years that has rewarded us with “the best furniture store in Rochester” award by the D&C consumer poll over years running, as well as the very high rating afforded by the Revdex.com Coupling that with the most responsive product service team has afforded us an A+ reputation we are all proud ofBeing an important member of the Greater Rochester Business community for years with three generations of ownership is no small feat in this day and ageIt is our understanding that Mr [redacted] was comparative shopping online an end table we carried in our store While he never gave us the name of the online retailer, our sales rep explained we would and do “meet” online selling prices, and offered to sell to Mr [redacted] s the table we had in stock for the same price the e-tailer was offering at $ On further discussion, however, he told our representative that wasn’t good enough and he wanted us to sell him the product for half off the price of the unnamed e-tailers “regular” price There is no question that e-commerce is creating challenges for all traditional retail and at Ruby-Gordon we are trying to get into a position to compete on line as well as offer our product and services through the traditional channel At the store level, while we do have added costs, we do bring added value to products through display, inventory, service, market exposure and sales presentationWe would be happy to have Mr [redacted] s reconsider and give us the opportunity our offer to sell him the table in question for his stated online price of $ Thank you for this opportunity to answer your concern

It is understandable why Mr [redacted] would disagree with my response The situation is alarming in certain ways and seeking understanding on why this occurred can be tasking and frustrating Furthermore, Mr [redacted] stated that the larvae were only found in the furniture It would be assumption that the furniture was the source of the problemHowever, according to the University of Florida, the common carpet beetle is found worldwideIn the United States, it is most readily found in the north The insect has the ability to fly so they enter the home through doors or open windows They can even be accidentally transported into a home on items they are attracted to such as flowersIt is suspected the certain scents and odors attract the carpet beetle into homes However, the eggs do not have a true period of dormancy According to Penn State University, the carpet beetle eggs normally hatches in six to eleven days in warm weather, but may require an additional five to sixteen days under cooler conditions Furthermore, the eggs are predominately laid during the spring into summer months, primarily in May to JuneThe insect will lay its eggs in protected locations, which includes baseboards, furnace systems, clothing, and furniture This would explain why the carpet beetles were found in the furniture in his home It provided the greatest protection to the eggs Being a concerned parent it is understandable as well why Mr [redacted] is worried over his daughter’s health However, carpet beetles do not bite humans However, they can cause a bumpy, itchy, rash that is sometimes mistaken for bed bug bitesThis is due to prolonged contact with the hair fibers on the body of carpet beetle larvaeAirborne fibers from carpet beetles can also cause respiratory tract and eye irritationHowever, it often takes years for most people to become sensitized to these fibers I will have to disagree with Mr [redacted] ’s statement that the outside of the home was not sprayed with the intention of repelling carpet beetlesThe invoice that Mr [redacted] provided from the exterminators work clearly states carpet beetles as being one of the reasons of why the outdoors was sprayed Attached is the work order of the technician and one can clearly see that carpet beetles is listed among the insects that the spraying done outdoors was to repelFurthermore, Mr [redacted] ’s furniture came in on a shipment with multiple pieces of furniture As mentioned in the previous response, there were no other reports of pests of any kind reported by a consumer who has received their furniture This includes the time before Mr [redacted] ’s receiving his furniture and after Furthermore, Ruby-Gordon Furniture has a preventive program in place for pests, which is strictly followed to protect our customers as well the expensive investment of our inventorySincerely, [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 [To assist us in bringing this matter to a close, we would like to know your view on the matter.] Regards, [redacted]

It is understandable why Mr [redacted] is disappointed with his situation with Ruby-Gordon Home We share in his disappointment as well When Mr [redacted] purchased the bedding on January 12, 2018, the bedding that he purchased was already on order Based on information obtained from the factory Ruby-Gordon Home was told that the bedding would arrive on the next delivery to the companyUsing this information, Mr [redacted] ’s salesperson assured him that the mattresses would be available for the delivery date of January 27, However, the manufacturer did not ship the mattress It is understandable why Mr [redacted] would have thought he was lied to by Ruby-Gordon Home; however, he was only presented with information that was given to the company from the manufacturer At no time did Ruby-Gordon Home attempt to deceive Mr [redacted] In addition, it would not benefit the company to deceive Mr [redacted] because the results would only greater expenditures to correct the situation Aware of the circumstance that Mr [redacted] needed the missing mattress and foundations for his children, Ruby-Gordon Home offered a loaner mattress and foundations Ruby-Gordon Home did this, even though we were completely aware that we would not be able to sell these items after their use thus taking an additional loss, it was done for the children as well to correct a wrong that Ruby-Gordon Home could not control A new mattress and two foundations were taken from inventory, and sent to Mr [redacted] ’s home on January 27, During the delivery on January 27, Mr [redacted] refused the two foundations stating that they made the beds too high for his children He contacted Ruby-Gordon Home and requested bunkie boards in place of the foundations These were ordered for Mr [redacted] because they are not stocked by Ruby-Gordon HomeAs for Mr [redacted] ’s request for free delivery, this was already provided to him on January 26, In addition, MrW [redacted] provided Mr [redacted] with a price reduction on his order for his inconvenience, which Mr [redacted] accepted these terms on January If Mr [redacted] insists on full reimbursement for the bed, Ruby-Gordon Home will have no other option but to pick up the mattress and reimburse Mr [redacted] for the purchase Furthermore, the purchase of the custom order sectional was under the terms and conditions that the sectional could not be cancelled for any reason Once again, Mr [redacted] had already agreed to a price reduction on January for his inconvenience therefore we are unable to grant his request for additional monies off the sale

We at Ruby Gordon are deeply concerned on all the complaints that are mentioned by the [redacted] I Have spoken to Mr [redacted] and have come to a resolution to their problem with their product this is a learning experience for our growing company and will always strive for customer satisfaction

To whom it may concern, Ruby-Gordon Furniture, as a retailer, is always concerned for its customers and attempts to resolve all problems in the best interest of its customers In addition, Ruby-Gordon understands why Ms [redacted] is discouraged with her particular situation and sympathizes with her feelings Ms [redacted] received the delivery of her sectional at her home on March 25, Upon delivery, it was found that the wedge section of her sectional could not be attached to the adjoining piece Ruby-Gordon Furniture spoke with Ms [redacted] on 3/27/when she informed the company’s service department of the situation she was facing and how the delivery personnel attempted to connect this piece but was unable to do so The feature that Ms [redacted] complaint is based on is offered by the manufacturer to allow making her sectional into a single piece versus several pieces and keeps all of the pieces within place This feature does not affect the seating or the overall functionality of the piece A technician came to Ms [redacted] ’s home on April 3, 2017, and examined the unit It was determined that the tee-nut holding the connector pin was loose causing the issueBecause the connector is simply loose, it would not be considered a manufacturer defect The technician explained to Ms [redacted] what was wrong with the unit, and offered to complete the repair at that time Unfortunately, Ms [redacted] refused service After finding out Ms [redacted] refused to have her connector pin fixed, Ruby-Gordon called Ms [redacted] to explain the situation In addition, Ruby-Gordon spoke to the manufacturer who stated the manufacturer would stand behind their product; however, because the repair was a minor one it would not warrant a new wedge Like all manufacturers from any sector, they do reserve the right to repair or replace which is determined by the complexity of the problem and whether the problem is considered a defect Once again, Ruby-Gordon Furniture understands Ms [redacted] ’s view with the situation; however, the solution to her problem would be repairing the unitSincerely, David E [redacted] Ruby-Gordon Furniture

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
I ABSOLUTELY was not informed of DYE LOT DIFFERENCESAs this would not be a matter now because if I would have been informed I could have EASILY chosen a fabric with this in mindThat is a lieNo one informed me of thatIt seems as I need to take other legal steps to get a refund or store creditSo I will do so.
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
The item in question was not the only item we were looking at, or that shows fault in this explanation. The item he describes, the coffee table, is made by Ashley. Ashley sells this table with an MSRP of $on their own website, and a sale price of $239.https://www.ashleyfurniturehomestore.com/p/hatsuko-coffee-table/t864-9/You can then see that Ruby Gordon is selling the same table on their site with a compare, or as he states Retail suggested price of $and then a HUGE sale price of $299.http://www.rubygordon.com/item/hatsuko-rectangular-lift-top-cocktail-table/...⇄ other furniture store in town we went to afterwards, when we asked about this, said, yes that is what Ruby Gordon does all the time.I could go on and on about the fraud in the advertising across brands and types of furniture.Trish Yearwood dresser....Compare at a retail of $with a huge sale of $http://www.rubygordon.com/item/trisha-yearwood-home-dresser-and-mirror-set/6801...⇄ Trisha Yearwood Dresser Retail $1,on sale $http://www.walkersfurniture.com/item.aspx?itemid=-1982090413&itemnum=920-650+DR...⇄ I continue to randomly pick items and show that this "50% off Compare at" is a complete fraud and falsely luring customers to their store. They are the only ones in Rochester that seem to be doing this that we have found, and we have visited almost every storeRegards, Thomas ***

I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
I would love to see the data that drove you to present these numbers as a true value and not a crooked way to hoodwink unknowing buyers. Otherwise I would request that the Revdex.com pull your status and request you remove the Revdex.com sticker from your entryway window. Or of course you could just start using the same techniques as the other furniture stores in town
Regards,
*** ***

To whom it may concern, Ruby-Gordon Furniture, as a retailer, is always concerned for its customers and attempts to resolve all problems in the best interest for all of the parties involved. In addition, Ruby-Gordon understands why Ms*** is disappointed with her
particular situation and sympathizes with her. However, some of the confusion that was mentioned in Ms***’s statement concerning not ordering merchandise that is on her current sales orders is based on items that were added when she revisited Ruby-Gordon Furniture Ms*** came to Ruby Gordon Furniture on June 4, 2016. Her original purchase was for three special order bar stools on one invoice and a king size mattress , foundations, bed frame, mattress pad and a set of sheets on a second The total of the first order was $with the tax where she deposited $and the second order with tax came to $with another deposit of $273.00. These deposits allowed Ruby-Gordon to order the special order merchandise and/or hold stock merchandise for her. Ms*** did apply another $to the second order on June 11, Ms*** returned to the store on June 18, and purchased additional items on her first purchase. These additional purchases were a special order armchair, sofa, occasional chair, rug, swivel chair, and pillows In addition, she purchased several items that the company stocks, which were a desk, floor lamp, and a side chair. With these additions, Ms*** put an additional $down Once again, the additional money allowed Ruby- Gordon to purchase the additional special order items on the behalf of Ms*** and hold the stock one merchandise guaranteeing she would receive them upon time of delivery Ms*** returned a third time on June 25, 2016, purchasing a special order king headboard at a total of $966.43, leaving and additional $down, which was required to order the headboard on her behalf. This would bring the total amount that Ms*** had paid Ruby-Gordon Furniture $2887.00. Ms*** has not paid any additional monies to her orders since June According to the Terms and Conditions of all three of these sales, any special order merchandise, merchandise made to a customer’s specifications and not normally stocked by Ruby-Gordon, are not subject to cancellation However, Ms*** did contact her sales person asking if the sofa could be cancelled, which Ruby-Gordon made a onetime exception. The sofa was cancelled on Ms*** behalf on June 27, Throughout and 2017, Ruby-Gordon has attempted to contact Ms*** on a monthly basis concerning additional payments and/or schedule the delivery of the items that she purchased. Most of these contacts have gone unanswered or have had a reason on why Ms*** could not take delivery of her merchandise at that time. In order to resolve this amicably, Ruby- Gordon Furniture is willing to cancel all items on all three orders that are not considered special order merchandise for Ms***. This would bring the current total amount of merchandise without tax from $to $4599.27. The monies applied to all of the stock items, holding the merchandise for her until she took delivery, will be applied to all of the special order merchandise, which has been waiting to be delivered to her home for nearly a year This would lower Ms***’s current balance from $to $2186.06, lowering her balance over $Sincerely, David E***

Unfortunately, Mr***’s warranty did not attach to his response letter; therefore, I will provide both the warranty for *** mattresses and the terms and conditions of the sale. As mentioned in the previous letter terms and conditions of sale provide to Mr***, Ruby-Gordon Incdoes provide a one-year warranty of goods sold under his sales contract for his mattress by the manufacturer ***. The terms state that the goods sold will be free from manufacturers defect defined as quality, construction, fit, and finish within the standards and specifications set forth by the manufacturer. This information was provided to Mr*** during the saleI have also included a picture of Mr***’s law tag on his mattress. According to that tag the warranty code for his mattress is “A”. As one can see from the warranty from ***, a body impression is 1.5” or less. Unfortunately, Mr***’s picture does not accurately show that. If one looks at the ruler used, the measurement is metric providing us a measurement in centimeters The measurement would have to be over centimeters to be larger than 1.5”Furthermore, a longer straight edge is used to not only find the most depressed area over the surface of the mattress, but to aid in providing an accurate measurement which is taken at a degree angle of the ruler so there is no issue concerning the actual depth of the depression. I have attached a picture of the measurement of Mr***’s inspection As one can see, it does not reach the depth necessary to be considered a manufacturers defectSincerely, David E

August 24, Ruby-Gordon Furniture as a leading furniture retailer in the Rochester area since has always seen their customers as an asset to their business. This is why the company has cultivated relationships with their customers for generations. In
order to do this, the company has always seen things from the customer side instead of purely a corporate standpoint. This has enabled the company to provide a service to its customers that tends to go beyond not only the manufacturer’s warranty on products but also the company’s own terms and conditions of sales. Mr***’ situation is not an exception to those circumstances Mr*** initially contacted the company on February 1, 2016, concerning how one of the seats in his loveseat felt as if it was sagging. Ruby-Gordon sent a service technician to the home to determine if the seat was sagging and if it was a manufacturer’s defect. The technician arrived to the customer’s home on February 11, 2016. By this time, Mr*** stated that the sofa was having the same issue as the loveseat. What the technician determined was that the ***’ were experiencing what is called a TV corner. This terminology is used when a customer tends to sit in particular seat on a regular basis in order so interact with a focal point in the room like a television. This causes the seat to wear at a more rapid rate than the other seats in a piece of upholstery. As Mr*** mentioned in his letter, when he seat in the opposite seats he felt a clear difference between the two, a clear indicator of a TV corner According to the manufacturer ***, the reclining sofa and loveseat experienced wear and tear. The warranty states *** advises the customer that because of use some softening of the cushions can occur. This should not be confused with loss of resilience due to defects in construction of materials Although the technician confirmed that this was a situation of usage, Ruby-Gordon in seeing the situation from the customer’s point a view, and in the interest of the customer being satisfied and happy with their purchase, decided to repair the units although technically nothing was wrong with the pieces. This was explained to the customer by the technician as well as the company. Although Ruby-Gordon furniture was no longer doing business on a regular basis with the manufacturer, the company ordered the *** parts. Since these units are made overseas the customer was informed that parts would take some time to arrive. Throughout multiple conversations the following months, it was easy to understand that the *** were frustrated with the wait. Ruby-Gordon was frustrated as well and was continuously urging the manufacturer to speed up the process to have the parts sent to the company. The *** then began to state that they wanted to receive new furniture and their extended warranty should help warrant that request. It was explained to the customer that the extended warranty did not cover such problems or situations; it was for accidental damage to the leather of the units and did not cover cushioning. In addition, the extended warranty company reserved the right with a warranty claim to replace parts and repair rather than just replace all of the pieces. The *** then demanded that the only course of action was to have Ruby-Gordon replace the pieces. It was explained that according to Ruby-Gordon’s terms and conditions of sales, which the customer agreed to, that as a company we reserved the right to repair and that the customer would allow several attempts of doing so. Furthermore, the Mr*** was reminded from the technicians visit that technically nothing was wrong with their furniture. However, even though it was considered wear and tear, the company would repair the units so the *** would be happy with their purchase. Furthermore, the company would not abandon the ***’ request; it was unfortunate that the parts were taking longer than the shipping/anticipated time from the manufacturer In order to receive the parts from the manufacturer sooner, Ruby-Gordon agreed that the parts could be shipped to another retailer’s location; otherwise, they would be held up indefinitely. Because the manufacturer ships parts and products by ship, it would still take a considerable amount of time to receive the parts. However, the manufacturer did state the parts should arrive to the United States at some point in June 2016. This time the parts arrived within the period given, and after passing through customs, they were shipped to a competitive retailer as arranged several months before. Once the parts arrived to the other store, personnel from Ruby-Gordon drove miles to retrieve the *** parts. The parts were then inspected only to find that the order was incomplete and the ***’ repair could not be scheduled. The manufacturer was contacted immediately, the situation explained, and a request given to have the remaining parts shipped by air even if it was not cost effective. In the conversation that I had with the ***, on August 11, 2016, the circumstances were explained in full with the customer. Our conversation ranged from the explanation for the wait and the shipping issues, the correct parts being received, to wear and tear, how Ruby-Gordon was never going to not take of this situation, and our apologies. It was explained that the repairs that they were receiving would exceed the manufacturer’s specification for the production of the unit, how it would not be done in an assembly line fashion, and by a technician with over years of experience who would be paying singular attention to the *** repairs. The *** however refused the units to be repaired and stated the only way that they would be satisfied would be with new pieces. I explained the aspects of the TV corner situation and that even with new pieces; the probability that this circumstance would repeat itself was great. However, understanding how the repairs would be completed and what would be done that it would be in the *** best interest to have the repairs done for the longevity of the piece. Unfortunately, the *** again refused the repairs and stated that the only way they would be satisfied would be with new units It is understandable why the *** are frustrated with this situation, and we can sympathize even though we are a company, because we experienced the same frustration with the manufacturer throughout this process from items not shipping when told when they would, to extended delays, and finally the wrong parts being sent. In addition, Ruby-Gordon looks at each customer as “family and friends” increasing the stress of wanting our “family and friends” satisfied and happy with their furniture. In addition, although the *** have refused repairs, which goes against the terms and conditions of the sale that they agreed to; Ruby-Gordon again, in the sole interest of satisfying the ***, will agree to allow them to return their furniture for store credit towards a future purchase Sincerely, David E