I had a clogged basement sewer drain When the service man arrived he complained about have waste water on the floor He was afraid to get his hands dirty and said I needed to call an emergency service to take care of it
THEN HE CHARGED ME A SERVICE FEE AND LEFT !!!!!!!!!!!! NO HELP
DO NOT CALL THEM
In I purchased a Rowe sofa Last week the frame broke to my surprise I have never had this happen to any furniture I have owned before Contacted the store I purchased it through and they took pictures and submitted it to Rowe to have it repaired Well come to find out the only thing they will replace is the partsTheir warranty after yr only covers parts Really? They will not pay for the labor to fix the sofa as well as the shipping of the parts Ridiculous! I can not believe that they will not stand by their product If they do not agree to pay for the labor, they have lost a customer as I will never purchase anything through them again!!!
I have reviewed the response offer 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.
I complained about this piece of furniture earlier than your records show. Whether or not the retailer, [redacted]s, forwarded all of the records to you is not something I can verify. My original complaint was while the furniture was in FULL warranty. Again, I'm not sure why Rowe and [redacted]s cannot seem to get together on this. Ultimately, however, I'm stuck in between two firms who can't seem to figure out a solution to a relatively simple problem.
The Rowe representatives have been rude and unhelpful every time I've tried to contact them. All I'm asking is that they stand by their product. I am not paying to transport a defective piece of furniture. This piece of furniture was defective from the beginning of my use of it. I should not have to pay anything to repair a sofa that was clearly a lemon from Day One. If [redacted]s is not sharing my records with Rowe then the fault should not lie with the customer.
I'm not asking for a lot here. I'm asking for the use of my sofa as advertised. I find it rather shocking that Rowe is unwilling to stand by the quality of their product.
Regards,
[redacted]
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.Appointment is set for next week to have the technician replace the cover, still concerned that the cushion is not the right side, will know more when the cover is replaced.
Regards,
[redacted]
We ordered a Rowe hide abed from a local furniture store in Sc with a velvet fabric. On arrival, Rowe reversed the fabric on the arm by mistake so that the one arm was smooth; the other arm shiny and rough. Our local store contacted [redacted], Sales Rep for our area about our complaint. Note the local store came to our home, took photos and confirmed that the fabric was put on backwards. [redacted] response was that the arms are suppose to be that way!!! $1500 was spent on this couch as we ordered the cloud mattress. Our local store is keeping the flawed couch and we ordered a different couch from another furniture line. We will never order from Rowe. This Rep is a poor representative of this Company and believe me we are telling everyone about it!
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]
Mr. [redacted], I received a letter in the mail from the Revdex.com regarding a complaint you have for a cushion. I am sorry you are having an issue and want to help you resolve this but I need some information from you. I need to know the store you purchased this from,...
who you are dealing with at the store, your style number and/or serial number of the piece.Once I receive this information, I will be glad to help you.Thank you,[redacted]Director Customer ServiceRowe Fine Furniture
Business Response /* (1000, 17, 2014/04/15) */
Thank you for the information. We will be contacting this customer and giving them a refund as there was a mistake on our end with the communication from a new dispatcher at the time. We will reach out to [redacted] and address the refund...
accordingly and mail it to her. If you have any questions, let me know..
I am very sorry you are having issues with your furniture. I did look at the catalog pages that were used for this furniture describing the material and the dimensions and this is what the catalog page said:
Features:
• Rich Pull Up Bi-cast Leather
• Rich Pull Up Bi-cast Leather
• Eco Friendly...
Tapered Wood Legs
Leg Finish: French Roast Leather
Dimensions:
Chair: 35"L x 33"D x 35"H
Sofa: 80"L x 33"D x 35"H
Seat Height: 19"
Seat Depth: 22"
Arm Height: 26"
Width Between Arms: 66"
Ottoman: 26"L x 19"D x 16"H
I show the pieces were listed as Bicast Leather in the materials provided to the dealer.
The Rowe Warranty for any material leather or fabric is for one year and your furniture is out of warranty but in order to try to help you with your furniture, we can send you new back pillow and cushions at no charge excluding shipping charges.
If you would like to order these, please contact us at @[redacted]@Rowefurniture.com.
Thank you,
Rowe Furniture
Customer Service
First of all, I am sorry for the issues that the customer is experiencing and have listed the available options for the out of labor warranty claim.
I have reviewed this complaint and according to our records we were contacted in 2012 and we sent a regional repair technician to make...
the repairs on this sofa. We show no further complaints on this piece until recently. Our warranty is for labor for one year and we did pay the technician for the repairs for the 2012 repairs after the warranty had expired for in home service. We did offer to repair the piece here at the factory at no charge for labor or parts but the consumer would be responsible for transportation to and from the factory. The retailer would need to pickup the furniture and we would pickup and return to them and we would make the repairs at no charge. We also offered the option of sending parts and provided contact information for a regional repair technician but the customer would be responsible for the labor charges of the service technician.
Thank you and if you wish to pursue any of the above options, please have your retailer contact our customer service and reference our case #[redacted].
Dear Ms. [redacted],
Thank you for your recent concern sent through the Revdex.com and we truly apologize for the inconvenience that you were put through. We strive for an excellent patience experience and we appreciate hearing of your experience so that we can continue to...
improve.We researched your situation with our extended business office, [redacted]. They do assist
us with any follow-up or collection of any patient's copays. To address your desired outcome for an
explanation, we did go live with a new registration/billing
system on 6/3/2015 and to alleviate any incorrect balances from being sent to patients we opted to hold all statements until we could verify balances due with insurance explanation of benefits. In your case, we did confirm a balance of $150 was due on your account and did confirm you now have a balance of $0 due.[redacted] verified that they did not receive any of your documentation nor was any forwarded to our office. However at the point of your call, the Representative should've escalated your concern to a Manager so that he/she could've helped you at that moment. They are producing additional education to that Representative as well as their whole team to avoid this from happening
in the future. [redacted] does send out statements on our behalf every 30 days and initiate courtesy calls either by a person or an auto-dialer. [redacted] is continuing to improve on their processes and work with their partners(us/CMC) for a better
experience.If I can be of any assistance in the future or if you require any further explanation or documentation on your account, please do not hesitate to give me a call at [redacted]. Again, thank you for taking the time to share your concern! We are here to serve you and our Community and provide a positive patient experience.
I had a clogged basement sewer drain When the service man arrived he complained about have waste water on the floor He was afraid to get his hands dirty and said I needed to call an emergency service to take care of it
THEN HE CHARGED ME A SERVICE FEE AND LEFT !!!!!!!!!!!! NO HELP
DO NOT CALL THEM
In I purchased a Rowe sofa Last week the frame broke to my surprise I have never had this happen to any furniture I have owned before Contacted the store I purchased it through and they took pictures and submitted it to Rowe to have it repaired Well come to find out the only thing they will replace is the partsTheir warranty after yr only covers parts Really? They will not pay for the labor to fix the sofa as well as the shipping of the parts Ridiculous! I can not believe that they will not stand by their product If they do not agree to pay for the labor, they have lost a customer as I will never purchase anything through them again!!!
See pictures of my Rowe Townsend pieces at http://www.yelp.com/biz/naturwood-home-furnishings-rancho-cordova
I have reviewed the response offer 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.
I complained about this piece of furniture earlier than your records show. Whether or not the retailer, [redacted]s, forwarded all of the records to you is not something I can verify. My original complaint was while the furniture was in FULL warranty. Again, I'm not sure why Rowe and [redacted]s cannot seem to get together on this. Ultimately, however, I'm stuck in between two firms who can't seem to figure out a solution to a relatively simple problem.
The Rowe representatives have been rude and unhelpful every time I've tried to contact them. All I'm asking is that they stand by their product. I am not paying to transport a defective piece of furniture. This piece of furniture was defective from the beginning of my use of it. I should not have to pay anything to repair a sofa that was clearly a lemon from Day One. If [redacted]s is not sharing my records with Rowe then the fault should not lie with the customer.
I'm not asking for a lot here. I'm asking for the use of my sofa as advertised. I find it rather shocking that Rowe is unwilling to stand by the quality of their product.
Regards,
[redacted]
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.Appointment is set for next week to have the technician replace the cover, still concerned that the cushion is not the right side, will know more when the cover is replaced.
Regards,
[redacted]
We ordered a Rowe hide abed from a local furniture store in Sc with a velvet fabric. On arrival, Rowe reversed the fabric on the arm by mistake so that the one arm was smooth; the other arm shiny and rough. Our local store contacted [redacted], Sales Rep for our area about our complaint. Note the local store came to our home, took photos and confirmed that the fabric was put on backwards. [redacted] response was that the arms are suppose to be that way!!! $1500 was spent on this couch as we ordered the cloud mattress. Our local store is keeping the flawed couch and we ordered a different couch from another furniture line. We will never order from Rowe. This Rep is a poor representative of this Company and believe me we are telling everyone about it!
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]
Mr. [redacted], I received a letter in the mail from the Revdex.com regarding a complaint you have for a cushion. I am sorry you are having an issue and want to help you resolve this but I need some information from you. I need to know the store you purchased this from,...
who you are dealing with at the store, your style number and/or serial number of the piece.Once I receive this information, I will be glad to help you.Thank you,[redacted]Director Customer ServiceRowe Fine Furniture
Business Response /* (1000, 17, 2014/04/15) */
Thank you for the information. We will be contacting this customer and giving them a refund as there was a mistake on our end with the communication from a new dispatcher at the time. We will reach out to [redacted] and address the refund...
accordingly and mail it to her. If you have any questions, let me know..
I am very sorry you are having issues with your furniture. I did look at the catalog pages that were used for this furniture describing the material and the dimensions and this is what the catalog page said:
Features:
• Rich Pull Up Bi-cast Leather
• Rich Pull Up Bi-cast Leather
• Eco Friendly...
Tapered Wood Legs
Leg Finish: French Roast Leather
Dimensions:
Chair: 35"L x 33"D x 35"H
Sofa: 80"L x 33"D x 35"H
Seat Height: 19"
Seat Depth: 22"
Arm Height: 26"
Width Between Arms: 66"
Ottoman: 26"L x 19"D x 16"H
I show the pieces were listed as Bicast Leather in the materials provided to the dealer.
The Rowe Warranty for any material leather or fabric is for one year and your furniture is out of warranty but in order to try to help you with your furniture, we can send you new back pillow and cushions at no charge excluding shipping charges.
If you would like to order these, please contact us at @[redacted]@Rowefurniture.com.
Thank you,
Rowe Furniture
Customer Service
First of all, I am sorry for the issues that the customer is experiencing and have listed the available options for the out of labor warranty claim.
I have reviewed this complaint and according to our records we were contacted in 2012 and we sent a regional repair technician to make...
the repairs on this sofa. We show no further complaints on this piece until recently. Our warranty is for labor for one year and we did pay the technician for the repairs for the 2012 repairs after the warranty had expired for in home service. We did offer to repair the piece here at the factory at no charge for labor or parts but the consumer would be responsible for transportation to and from the factory. The retailer would need to pickup the furniture and we would pickup and return to them and we would make the repairs at no charge. We also offered the option of sending parts and provided contact information for a regional repair technician but the customer would be responsible for the labor charges of the service technician.
Thank you and if you wish to pursue any of the above options, please have your retailer contact our customer service and reference our case #[redacted].
Dear Ms. [redacted],
Thank you for your recent concern sent through the Revdex.com and we truly apologize for the inconvenience that you were put through. We strive for an excellent patience experience and we appreciate hearing of your experience so that we can continue to...
improve.We researched your situation with our extended business office, [redacted]. They do assist
us with any follow-up or collection of any patient's copays. To address your desired outcome for an
explanation, we did go live with a new registration/billing
system on 6/3/2015 and to alleviate any incorrect balances from being sent to patients we opted to hold all statements until we could verify balances due with insurance explanation of benefits. In your case, we did confirm a balance of $150 was due on your account and did confirm you now have a balance of $0 due.[redacted] verified that they did not receive any of your documentation nor was any forwarded to our office. However at the point of your call, the Representative should've escalated your concern to a Manager so that he/she could've helped you at that moment. They are producing additional education to that Representative as well as their whole team to avoid this from happening
in the future. [redacted] does send out statements on our behalf every 30 days and initiate courtesy calls either by a person or an auto-dialer. [redacted] is continuing to improve on their processes and work with their partners(us/CMC) for a better
experience.If I can be of any assistance in the future or if you require any further explanation or documentation on your account, please do not hesitate to give me a call at [redacted]. Again, thank you for taking the time to share your concern! We are here to serve you and our Community and provide a positive patient experience.