Revdex.comAttn: [redacted] Bryant Woods SouthAmherst, NY 14228In response to the complaint from [redacted] Dear Revdex.com,Customer [redacted] took delivery of three [redacted] pieces (In 11-6-14, One power reclining sofa and two power reclinersOn 2-20-Mrs [redacted] called the store with the complaint that one of her power recliners is lopsided and the bottom of the sides touch the rug when it is put into the reclining positionOur customer service manager, ***, determined that the best and quickest course of action would be to order a newmechanism for the recliner and have it installed, which should resolve the issue [redacted] ordered the mechanism from [redacted] which arrived on 3/17/ [redacted] contacted our independent service technician, ***, whopromptly responded and replaced the mechanism at the [redacted] 's home on 3/19/The new mechanism elevated the recliner off of the burbur rug and the [redacted] s were satisfied with the repairThe [redacted] s shared another concern with the repairman that the reclining ends on the sofa also sat low and rubbed against the rug and they wanted those two end mechanisms replaced as wellMrs [redacted] called the store on 3/and requested that [redacted] order two more mechanisms for the right and left side of the power reclining sof* ordered the mechanisms and they arrived promptly again on 4-On 4- [redacted] 's home and replaced the left and right mechanismsCustomer called on 4/and said they were not satisfied with the service on the sofaThey said the right and left recliners are still lower than thecenter seat, and the bottom of the arms still rubbed on the carpet*** informed the customer that the end recliners will always be slightly lower than the center seat considering they incur the most use, and referred her to our showroom display which has the same characteristic*** told the customer that she would contact the [redacted] representative, [redacted] *and that herself and *** would come to the customer's homeand investigate their issue further [redacted] and [redacted] promptly went to the customers home on 4/(the day after the complaint was made) to take pictures and inspect the reclining sof*, the [redacted] representative,noted that the right and left recliners were slightly compressed from use which is typical of reclining sofas but he could order some fill to offset the compressionThe customer also complained that the sofaends rub on the floor when put into the reclining positionUpon personal inspection neither [redacted] nor *** found this to be sothey felt the pieces skimmed the rug due to the carpet, which was a burber with a thickpadding, and due to the heavy duty frame of the sofa it is more likey to sink into the carpet further than the two wall recliners [redacted] and [redacted] took pictures to send to the factory and informed customer they wouldtake a report back to the factory and get back to them in a few days, After several emails and calls between ***, ***, and [redacted] , they determined there is no defect with this piece but they would raise the mechanisms 1" higher which would give an additional 1/2" clearance from the floor to satisfy the customer and they would order additional fill to raise the height of the reclining seats as wellOn 5/ [redacted] ordered all the necessary parts 1:or customer [redacted] and [redacted] contacted another service representative, Fred, to go to the [redacted] 's home to adjust the height of the reclining ends*** called Mrand Mrs [redacted] to inform them of the progress, they did not answer so she left a voicemail messageOn 5-later that day we recieved the letter from the Revdex.com with a complaint from the [redacted] s without any notice that they were going to contact the Revdex.comWe have done everything they have asked in a timely manner, To reiterate, we have ordered replacement mechanisms for this customer, sent a service technician out twice, had our customer service manager and the [redacted] representative inspect their furniture in person, and were in the process of resolving their issue as they requested, and yet we are now addressing an issue with the Revdex.com which we find unnecessaryWhen we asked Mrs [redacted] why they felt the need to contact the Revdex.com she said it was something her husband felt he had to do to put the Revdex.com on notice, even though we have promptly and fully responded to their every requestIt should be noted that in our years of business we have never had to replace mechanisms for one customer, let alone mechanisms that were fully operational At this time we are waiting for more mechanisms and fill to add to the right and left facing recliners which were ordered on 5/as requested by the customerWe have went above and beyond for this customer, all at our own expenseWe feel the customer service given to the [redacted] s is more than satisfactoryWe have been a [redacted] dealer for over years, and have an extremely reputable family businessIt is a rare occasion that we have to address issues like this through EISBWe have made several attempts to satisfy this customer and are continuing to do so to resolve this issueI am confident the information contained above shows thatThank you, [redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** *** I have attached photo's of the height of our chairs in comparison with the height of the couchCalvin's response has some incorrect informationWe don't have a thick pad under our carpetFrom plywood floor to the top of the carpet is less than 3/4"If the carpet is so thick why do the chairs have so much clearence per the attached pictures? There should have been a disclosure when we purchased the couch that it can only be used on hardwood floorsAs far as *** or *** reporting the sofa wasn't rubbing on the floor is concerned that is totally falseThey both saw the couch rubbing on the floor while reclining and saw the gouges in the carpet the reclining was creatingI warned *** I was not happy with his response and I would be contacting the Revdex.com so they were notified of the situationI am a Cryogenic Technician and have worked on many mechanical items in the pastI didn't appreciate being talked down to by ***I did some investigation myself on this issue and found similar complaints regarding *** on the internet*** replied to me "you can"t believe what you read on the internet"The mechanisms through no fault of Calvins are faultyI examined the bottom of the couch and a bolt was missing from the last repairIn addition I have a solution to the problemThe mechanism needs 3/to 1" spacers under them because of their poor designThis would elevate the end pieces and make the couch level and lift it the necessary distance of the floor*** the supposed expert never even flipped the couch over to investigate the issues*** suggested putting coasters on the end of the couch the problem with this is there are support feet under the couchIf we did this the couch would sag in the middle overtimeAt least *** attempted some suggestions to make things betterIn summary the ultimate issue is with the manufactures design not with CalvinsI sent all the pictures to the manufacture and they directed me toward Calvins since we purchase the sofa from themUltimately this is an engineering issue with *** *** has been very helpful and professional through this whole thingUnfortunately we still have a couch with ends that rub on the ground and have a higher center pieceI look forward to working with Fred toward resolving the issueThank you *** *** *** ***
I think there is some confusion with this complaint. I will state again, that the customer believed we should be paying for fraying on her furniture that Is out of warranty. I supplied the cost to replace the fabric and advised her of a service charge.At present, we have contacted her and will send a service rep out to take photos and possibly use a fabric razor to address any pilllng that may be occurring on the fabric as a result of normal use. As a courtesy, we will not charge her a service fee.As far as replacement of parts, all of our vendors provide us with a 1 year warranty for parts and service. After that, it is the responsibility of the customer to pay for any expenses incurred.[redacted] has nothing to do with this request as they only provide fabric protection for stains,cuts, rips, tears, spills, burns & pet fluids excluding feces and vomit.We do have the appointment scheduled for Monday, June 27th and will attempt to advise the customer again how our warranties are presented to our customers at Calvin's.Thank you for your time and consideration.Lori [redacted] Calvin's Furniture [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.Hello,Although Calvin's Furniture did call me, they're only response is that my problem is with [redacted] and they refuse to accept any responsibility for the problem with this furniture. Noting has been resolved and they made zero effort to resolve anything other than to place blame elsewhere. Please see their comments below. "We are replying to our customer's concern regarding her Sam Moore chairs delivered September 17, 2014. She has Issues with fabric fraying and I had attempted to accommodate her by providing an estimate for repairs and the purchase of parts. I explained to her that all of our manufacturers only warrant parts & service for 1 year after delivery. Prior to her calling me, she called the warranty company we use assuming they would assist her. Upon receiving a phone call from her on May 27, 2016 to initiate my service to her, she explained how she was upset with [redacted]. I advised her that they were only a company that handles accidental stains, burns and cuts and not replacement of fabric for wear. Somehow, It seems that the customer may have spoken to someone not affiliated with [redacted] and we are truly sorry that she was treated this way. [redacted] is a separate company and is not owned by Calvin's Furniture. Her true complaint should be with [redacted] and the way she was treated, but again, I was assured that this was not the policy of [redacted] to ask for detailed personal information. If you need further information from us, please let me know how I can assist further .Thank you. Lori C. Avedisian Service Manager"It is very clear from their conversation on the pone and in their comments here, Calvin's does not understand that they are the company that not only sold the furniture, but also the company I purchased the added warranty for an additional cost. It is completely unacceptable to suggest that somehow I spoke with someone not affiliated with [redacted] when I dialed the very number given to me by Calvin's on the purchase/warranty agreement. Furthermore, it is outrageous to think a company can sell a very expensive item claiming to be made of the highest quality and then refuse to stand behind that product when something goes wrong. Calvin's is refusing to understand I did not purchase this product from the manufacture, but rather from them. Blaming the manufacture or saying my problem is with [redacted] when I paid Calvin's for both products is not ok. I did not independently go out and find [redacted] on my own as an extra protection. My added warranty is only through [redacted] because that is the company Calvin's chose to represent them in such matters. My money was paid to Calvin's on the day of purchase and Calvin's only. It is their responsibility to ensure quality of service. I do not claim to be an expert in dealing with [redacted], but I do know that on the day I called they were rude and required a lot of personal information I was not comfortable giving them. For Calvin's to suggest that is somehow my problem to deal with is ridiculous and shows a great lack of respect on their part for customer care. It is true that Calvin's did attempt to offer me a repair cost of over $100, which again goes to prove they do not understand they sold me an additional warranty at an additional price that should cover this issue. Again, I am asking that the chair itself be repaired by Calvin's free of charge due to the fact we paid for an added warranty that is not being honored by Calvin's in any way shape or form or we get a refund for the warranty we paid for to cover these repairs that clearly was a scam at this point. Thank you for your continued help with this matter. Regards,[redacted]
Revdex.comAttn: [redacted]100 Bryant Woods SouthAmherst, NY 14228In response to the complaint from [redacted]
Dear Revdex.com,Customer [redacted] took delivery of three [redacted] pieces (In 11-6-14, One power reclining sofa and two...
power recliners. On 2-20-15 Mrs. [redacted] called the store with the complaint that one of her power recliners is lopsided and the bottom of the sides touch the rug when it is put into the reclining position. Our customer service manager, [redacted], determined that the best and quickest course of action would be to order a newmechanism for the recliner and have it installed, which should resolve the issue. [redacted] ordered the mechanism from [redacted] which arrived on 3/17/15. [redacted] contacted our independent service technician, [redacted], whopromptly responded and replaced the mechanism at the [redacted]'s home on 3/19/15. The new mechanism elevated the recliner off of the burbur rug and the [redacted]s were satisfied with the repair. The [redacted]s shared another concern with the repairman that the reclining ends on the sofa also sat low and rubbed against the rug and they wanted those two end mechanisms replaced as well. Mrs. [redacted] called the store on 3/25 and requested that [redacted] order two more mechanisms for the right and left side of the power reclining sofa. [redacted] ordered the mechanisms and they arrived promptly again on 4-14. On 4-23 [redacted]'s home and replaced the left and right mechanisms. Customer called on 4/27 and said they were not satisfied with the service on the sofa. They said the right and left recliners are still lower than thecenter seat, and the bottom of the arms still rubbed on the carpet. [redacted] informed the customer that the end recliners will always be slightly lower than the center seat considering they incur the most use, and referred her to our showroom display which has the same characteristic. [redacted] told the customer that she would contact the [redacted] representative, [redacted]. and that herself and [redacted] would come to the customer's homeand investigate their issue further. [redacted] and [redacted] promptly went to the customers home on 4/28 (the day after the complaint was made) to take pictures and inspect the reclining sofa. [redacted], the [redacted] representative,noted that the right and left recliners were slightly compressed from use which is typical of reclining sofas but he could order some fill to offset the compression. The customer also complained that the sofaends rub on the floor when put into the reclining position. Upon personal inspection neither [redacted] nor [redacted] found this to be so. they felt the pieces skimmed the rug due to the carpet, which was a burber with a thickpadding, and due to the heavy duty frame of the sofa it is more likey to sink into the carpet further than the two wall recliners. [redacted] and [redacted] took pictures to send to the factory and informed customer they wouldtake a report back to the factory and get back to them in a few days, After several emails and calls between [redacted], and [redacted], they determined there is no defect with this piece but they would raise the mechanisms 1" higher which would give an additional 1/2" clearance from the floor to satisfy the customer and they would order additional fill to raise the height of the reclining seats as well. On 5/1 [redacted] ordered all the necessary parts 1:or customer [redacted] and [redacted] contacted another service representative, Fred, to go to the [redacted]'s home to adjust the height of the reclining ends. [redacted] called Mr. and Mrs. [redacted] to inform them of the progress, they did not answer so she left a voicemail message. On 5-1 later that day we recieved the letter from the Revdex.com with a complaint from the [redacted]s without any notice that they were going to contact the Revdex.com. We have done everything they have asked in a timely manner, To reiterate, we have ordered 5 replacement mechanisms for this customer, sent a service technician out twice, had our customer service manager and the [redacted] representative inspect their furniture in person, and were in the process of resolving their issue as they requested, and yet we are now addressing an issue with the Revdex.com which we find unnecessary. When we asked Mrs. [redacted] why they felt the need to contact the Revdex.com she said it was something her husband felt he had to do to put the Revdex.com on notice, even though we have promptly and fully responded to their every request. It should be noted that in our 64 years of business we have never had to replace 5 mechanisms for one customer, let alone mechanisms that were fully operational. At this time we are waiting for 2 more mechanisms and fill to add to the right and left facing recliners which were ordered on 5/1 as requested by the customer. We have went above and beyond for this customer, all at our own expense. We feel the customer service given to the [redacted]s is more than satisfactory. We have been a [redacted] dealer for over 60 years, and have an extremely reputable family business. It is a rare occasion that we have to address issues like this through EISB. We have made several attempts to satisfy this customer and are continuing to do so to resolve this issue. I am confident the information contained above shows that. Thank you, [redacted]
Dear [redacted] August 8th, 2015[redacted] ordered a Bradington-Young recliner on June 22nd, 2008. She called our store on October 13, 2008 and said that the recliner was making noise, We contacted customer service and the factory trained service representative, Fred B[redacted] to service [redacted]...
[redacted]. An appointment was set up for October 29th, 2008 after several attempts to work around the customers schedule" yet [redacted] cancelled the appointment. References can be seen with the service report. On June 15, 2015 she called "Calvin's Furniture" not" Calvin's Leather Gallery" and said she needed service. [redacted] felt that she should not have to pay for anytype of service fees, even though the customer had said she had "procrastinated".We would be more than willing to try and get her a mechanism at no charge, possibly, although the piece is, 8 years old. However, Bradington Young, nor Calvin's Leather Gallery can absorb labor charges after 8 years. Please see all the service reports with the many attempts we have made to contact, and service [redacted]. The issues has been that the customer hasn't returned our calls or has not given a decision, and why this issue is still going on. This recliner is out of warranty by 7 years, and [redacted] is NOT willing to pay for any service at all. We have offered to try and obtain a new mechanism at no charge, although the answer from [redacted] was that "She would think about it and let us know."Calvin's has been in business for over 60 years, and has been successful due to our superb quality furniture, and customer service. We do not deal with issues like this normally, and am trying to work with the customer as much as possible to resolve this issue.Sincerely,Nancy C. B[redacted]
Revdex.comAttn: [redacted] Bryant Woods SouthAmherst, NY 14228In response to the complaint from [redacted] Dear Revdex.com,Customer [redacted] took delivery of three [redacted] pieces (In 11-6-14, One power reclining sofa and two power reclinersOn 2-20-Mrs [redacted] called the store with the complaint that one of her power recliners is lopsided and the bottom of the sides touch the rug when it is put into the reclining positionOur customer service manager, ***, determined that the best and quickest course of action would be to order a newmechanism for the recliner and have it installed, which should resolve the issue [redacted] ordered the mechanism from [redacted] which arrived on 3/17/ [redacted] contacted our independent service technician, ***, whopromptly responded and replaced the mechanism at the [redacted] 's home on 3/19/The new mechanism elevated the recliner off of the burbur rug and the [redacted] s were satisfied with the repairThe [redacted] s shared another concern with the repairman that the reclining ends on the sofa also sat low and rubbed against the rug and they wanted those two end mechanisms replaced as wellMrs [redacted] called the store on 3/and requested that [redacted] order two more mechanisms for the right and left side of the power reclining sof
* ordered the mechanisms and they arrived promptly again on 4-On 4- [redacted] 's home and replaced the left and right mechanismsCustomer called on 4/and said they were not satisfied with the service on the sofaThey said the right and left recliners are still lower than thecenter seat, and the bottom of the arms still rubbed on the carpet*** informed the customer that the end recliners will always be slightly lower than the center seat considering they incur the most use, and referred her to our showroom display which has the same characteristic*** told the customer that she would contact the [redacted] representative, [redacted] *and that herself and *** would come to the customer's homeand investigate their issue further [redacted] and [redacted] promptly went to the customers home on 4/(the day after the complaint was made) to take pictures and inspect the reclining sof
*, the [redacted] representative,noted that the right and left recliners were slightly compressed from use which is typical of reclining sofas but he could order some fill to offset the compressionThe customer also complained that the sofaends rub on the floor when put into the reclining positionUpon personal inspection neither [redacted] nor *** found this to be sothey felt the pieces skimmed the rug due to the carpet, which was a burber with a thickpadding, and due to the heavy duty frame of the sofa it is more likey to sink into the carpet further than the two wall recliners [redacted] and [redacted] took pictures to send to the factory and informed customer they wouldtake a report back to the factory and get back to them in a few days, After several emails and calls between ***, ***, and [redacted] , they determined there is no defect with this piece but they would raise the mechanisms 1" higher which would give an additional 1/2" clearance from the floor to satisfy the customer and they would order additional fill to raise the height of the reclining seats as wellOn 5/ [redacted] ordered all the necessary parts 1:or customer [redacted] and [redacted] contacted another service representative, Fred, to go to the [redacted] 's home to adjust the height of the reclining ends*** called Mrand Mrs [redacted] to inform them of the progress, they did not answer so she left a voicemail messageOn 5-later that day we recieved the letter from the Revdex.com with a complaint from the [redacted] s without any notice that they were going to contact the Revdex.comWe have done everything they have asked in a timely manner, To reiterate, we have ordered replacement mechanisms for this customer, sent a service technician out twice, had our customer service manager and the [redacted] representative inspect their furniture in person, and were in the process of resolving their issue as they requested, and yet we are now addressing an issue with the Revdex.com which we find unnecessaryWhen we asked Mrs [redacted] why they felt the need to contact the Revdex.com she said it was something her husband felt he had to do to put the Revdex.com on notice, even though we have promptly and fully responded to their every requestIt should be noted that in our years of business we have never had to replace mechanisms for one customer, let alone mechanisms that were fully operational At this time we are waiting for more mechanisms and fill to add to the right and left facing recliners which were ordered on 5/as requested by the customerWe have went above and beyond for this customer, all at our own expenseWe feel the customer service given to the [redacted] s is more than satisfactoryWe have been a [redacted] dealer for over years, and have an extremely reputable family businessIt is a rare occasion that we have to address issues like this through EISBWe have made several attempts to satisfy this customer and are continuing to do so to resolve this issueI am confident the information contained above shows thatThank you, [redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** *** I have attached photo's of the height of our chairs in comparison with the height of the couchCalvin's response has some incorrect informationWe don't have a thick pad under our carpetFrom plywood floor to the top of the carpet is less than 3/4"If the carpet is so thick why do the chairs have so much clearence per the attached pictures? There should have been a disclosure when we purchased the couch that it can only be used on hardwood floorsAs far as *** or *** reporting the sofa wasn't rubbing on the floor is concerned that is totally falseThey both saw the couch rubbing on the floor while reclining and saw the gouges in the carpet the reclining was creatingI warned *** I was not happy with his response and I would be contacting the Revdex.com so they were notified of the situationI am a Cryogenic Technician and have worked on many mechanical items in the pastI didn't appreciate being talked down to by ***I did some investigation myself on this issue and found similar complaints regarding *** on the internet*** replied to me "you can"t believe what you read on the internet"The mechanisms through no fault of Calvins are faultyI examined the bottom of the couch and a bolt was missing from the last repairIn addition I have a solution to the problemThe mechanism needs 3/to 1" spacers under them because of their poor designThis would elevate the end pieces and make the couch level and lift it the necessary distance of the floor*** the supposed expert never even flipped the couch over to investigate the issues*** suggested putting coasters on the end of the couch the problem with this is there are support feet under the couchIf we did this the couch would sag in the middle overtimeAt least *** attempted some suggestions to make things betterIn summary the ultimate issue is with the manufactures design not with CalvinsI sent all the pictures to the manufacture and they directed me toward Calvins since we purchase the sofa from themUltimately this is an engineering issue with *** *** has been very helpful and professional through this whole thingUnfortunately we still have a couch with ends that rub on the ground and have a higher center pieceI look forward to working with Fred toward resolving the issueThank you *** *** *** ***
I think there is some confusion with this complaint. I will state again, that the customer believed we should be paying for fraying on her furniture that Is out of warranty. I supplied the cost to replace the fabric and advised her of a service charge.At present, we have contacted her and will send a service rep out to take photos and possibly use a fabric razor to address any pilllng that may be occurring on the fabric as a result of normal use. As a courtesy, we will not charge her a service fee.As far as replacement of parts, all of our vendors provide us with a 1 year warranty for parts and service. After that, it is the responsibility of the customer to pay for any expenses incurred.[redacted] has nothing to do with this request as they only provide fabric protection for stains,cuts, rips, tears, spills, burns & pet fluids excluding feces and vomit.We do have the appointment scheduled for Monday, June 27th and will attempt to advise the customer again how our warranties are presented to our customers at Calvin's.Thank you for your time and consideration.Lori [redacted] Calvin's Furniture [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.Hello,Although Calvin's Furniture did call me, they're only response is that my problem is with [redacted] and they refuse to accept any responsibility for the problem with this furniture. Noting has been resolved and they made zero effort to resolve anything other than to place blame elsewhere. Please see their comments below. "We are replying to our customer's concern regarding her Sam Moore chairs delivered September 17, 2014. She has Issues with fabric fraying and I had attempted to accommodate her by providing an estimate for repairs and the purchase of parts. I explained to her that all of our manufacturers only warrant parts & service for 1 year after delivery. Prior to her calling me, she called the warranty company we use assuming they would assist her. Upon receiving a phone call from her on May 27, 2016 to initiate my service to her, she explained how she was upset with [redacted]. I advised her that they were only a company that handles accidental stains, burns and cuts and not replacement of fabric for wear. Somehow, It seems that the customer may have spoken to someone not affiliated with [redacted] and we are truly sorry that she was treated this way. [redacted] is a separate company and is not owned by Calvin's Furniture. Her true complaint should be with [redacted] and the way she was treated, but again, I was assured that this was not the policy of [redacted] to ask for detailed personal information. If you need further information from us, please let me know how I can assist further .Thank you. Lori C. Avedisian Service Manager"It is very clear from their conversation on the pone and in their comments here, Calvin's does not understand that they are the company that not only sold the furniture, but also the company I purchased the added warranty for an additional cost. It is completely unacceptable to suggest that somehow I spoke with someone not affiliated with [redacted] when I dialed the very number given to me by Calvin's on the purchase/warranty agreement. Furthermore, it is outrageous to think a company can sell a very expensive item claiming to be made of the highest quality and then refuse to stand behind that product when something goes wrong. Calvin's is refusing to understand I did not purchase this product from the manufacture, but rather from them. Blaming the manufacture or saying my problem is with [redacted] when I paid Calvin's for both products is not ok. I did not independently go out and find [redacted] on my own as an extra protection. My added warranty is only through [redacted] because that is the company Calvin's chose to represent them in such matters. My money was paid to Calvin's on the day of purchase and Calvin's only. It is their responsibility to ensure quality of service. I do not claim to be an expert in dealing with [redacted], but I do know that on the day I called they were rude and required a lot of personal information I was not comfortable giving them. For Calvin's to suggest that is somehow my problem to deal with is ridiculous and shows a great lack of respect on their part for customer care. It is true that Calvin's did attempt to offer me a repair cost of over $100, which again goes to prove they do not understand they sold me an additional warranty at an additional price that should cover this issue. Again, I am asking that the chair itself be repaired by Calvin's free of charge due to the fact we paid for an added warranty that is not being honored by Calvin's in any way shape or form or we get a refund for the warranty we paid for to cover these repairs that clearly was a scam at this point. Thank you for your continued help with this matter. Regards,[redacted]
Revdex.comAttn: [redacted]100 Bryant Woods SouthAmherst, NY 14228In response to the complaint from [redacted]
Dear Revdex.com,Customer [redacted] took delivery of three [redacted] pieces (In 11-6-14, One power reclining sofa and two...
power recliners. On 2-20-15 Mrs. [redacted] called the store with the complaint that one of her power recliners is lopsided and the bottom of the sides touch the rug when it is put into the reclining position. Our customer service manager, [redacted], determined that the best and quickest course of action would be to order a newmechanism for the recliner and have it installed, which should resolve the issue. [redacted] ordered the mechanism from [redacted] which arrived on 3/17/15. [redacted] contacted our independent service technician, [redacted], whopromptly responded and replaced the mechanism at the [redacted]'s home on 3/19/15. The new mechanism elevated the recliner off of the burbur rug and the [redacted]s were satisfied with the repair. The [redacted]s shared another concern with the repairman that the reclining ends on the sofa also sat low and rubbed against the rug and they wanted those two end mechanisms replaced as well. Mrs. [redacted] called the store on 3/25 and requested that [redacted] order two more mechanisms for the right and left side of the power reclining sofa. [redacted] ordered the mechanisms and they arrived promptly again on 4-14. On 4-23 [redacted]'s home and replaced the left and right mechanisms. Customer called on 4/27 and said they were not satisfied with the service on the sofa. They said the right and left recliners are still lower than thecenter seat, and the bottom of the arms still rubbed on the carpet. [redacted] informed the customer that the end recliners will always be slightly lower than the center seat considering they incur the most use, and referred her to our showroom display which has the same characteristic. [redacted] told the customer that she would contact the [redacted] representative, [redacted]. and that herself and [redacted] would come to the customer's homeand investigate their issue further. [redacted] and [redacted] promptly went to the customers home on 4/28 (the day after the complaint was made) to take pictures and inspect the reclining sofa. [redacted], the [redacted] representative,noted that the right and left recliners were slightly compressed from use which is typical of reclining sofas but he could order some fill to offset the compression. The customer also complained that the sofaends rub on the floor when put into the reclining position. Upon personal inspection neither [redacted] nor [redacted] found this to be so. they felt the pieces skimmed the rug due to the carpet, which was a burber with a thickpadding, and due to the heavy duty frame of the sofa it is more likey to sink into the carpet further than the two wall recliners. [redacted] and [redacted] took pictures to send to the factory and informed customer they wouldtake a report back to the factory and get back to them in a few days, After several emails and calls between [redacted], and [redacted], they determined there is no defect with this piece but they would raise the mechanisms 1" higher which would give an additional 1/2" clearance from the floor to satisfy the customer and they would order additional fill to raise the height of the reclining seats as well. On 5/1 [redacted] ordered all the necessary parts 1:or customer [redacted] and [redacted] contacted another service representative, Fred, to go to the [redacted]'s home to adjust the height of the reclining ends. [redacted] called Mr. and Mrs. [redacted] to inform them of the progress, they did not answer so she left a voicemail message. On 5-1 later that day we recieved the letter from the Revdex.com with a complaint from the [redacted]s without any notice that they were going to contact the Revdex.com. We have done everything they have asked in a timely manner, To reiterate, we have ordered 5 replacement mechanisms for this customer, sent a service technician out twice, had our customer service manager and the [redacted] representative inspect their furniture in person, and were in the process of resolving their issue as they requested, and yet we are now addressing an issue with the Revdex.com which we find unnecessary. When we asked Mrs. [redacted] why they felt the need to contact the Revdex.com she said it was something her husband felt he had to do to put the Revdex.com on notice, even though we have promptly and fully responded to their every request. It should be noted that in our 64 years of business we have never had to replace 5 mechanisms for one customer, let alone mechanisms that were fully operational. At this time we are waiting for 2 more mechanisms and fill to add to the right and left facing recliners which were ordered on 5/1 as requested by the customer. We have went above and beyond for this customer, all at our own expense. We feel the customer service given to the [redacted]s is more than satisfactory. We have been a [redacted] dealer for over 60 years, and have an extremely reputable family business. It is a rare occasion that we have to address issues like this through EISB. We have made several attempts to satisfy this customer and are continuing to do so to resolve this issue. I am confident the information contained above shows that. Thank you, [redacted]
Dear [redacted] August 8th, 2015[redacted] ordered a Bradington-Young recliner on June 22nd, 2008. She called our store on October 13, 2008 and said that the recliner was making noise, We contacted customer service and the factory trained service representative, Fred B[redacted] to service [redacted]...
[redacted]. An appointment was set up for October 29th, 2008 after several attempts to work around the customers schedule" yet [redacted] cancelled the appointment. References can be seen with the service report. On June 15, 2015 she called "Calvin's Furniture" not" Calvin's Leather Gallery" and said she needed service. [redacted] felt that she should not have to pay for anytype of service fees, even though the customer had said she had "procrastinated".We would be more than willing to try and get her a mechanism at no charge, possibly, although the piece is, 8 years old. However, Bradington Young, nor Calvin's Leather Gallery can absorb labor charges after 8 years. Please see all the service reports with the many attempts we have made to contact, and service [redacted]. The issues has been that the customer hasn't returned our calls or has not given a decision, and why this issue is still going on. This recliner is out of warranty by 7 years, and [redacted] is NOT willing to pay for any service at all. We have offered to try and obtain a new mechanism at no charge, although the answer from [redacted] was that "She would think about it and let us know."Calvin's has been in business for over 60 years, and has been successful due to our superb quality furniture, and customer service. We do not deal with issues like this normally, and am trying to work with the customer as much as possible to resolve this issue.Sincerely,Nancy C. B[redacted]