Good Morning, This customer turned in a warranty claim, and said it was cracking The piece is cracking in the welting, but the neither warranty covers fabric cracking This is all explained in our condition of sales that is on the back side of the sales receipt and [redacted] has it in their papers also After reviewing the pictures the customer sent in, and our tech going out, we determined the welting to be a manufacture defect We are fixing that issue, and Kittle's is covering parts and labor We are also in the process of filing an appeal for the denial from [redacted] You can clearly see the damage done by the window seal in the picture attached to this email This should have been covered by [redacted] as an accidental damage This issue will also be taken care of with parts and labor covered
Good Morning, We are sorry that you are not happy with the [redacted] warranty you purchased Cracking of leather is not covered under any warranty that is out on the market This is all explained in the condition of sales and [redacted] literature you were given at the time of purchase Kittle’s will be happy to refund you the cost of the [redacted] Warranty you purchased Also, If you would like to send us some photos of the damage we can also get the cost of parts, if they are availableTroy P***
Good Afternoon Ms [redacted] ,I have explained to the consumer that we show him receiving an additional 10% off the product he selected, compared to the sale prices being offered that day In addition he also received free deliver for purchasing that specific floor sample Mr [redacted] has agreed to a small price adjustment for the confusion and inconvenience and will keep his furniture with full manufacturer warrantyRegards,Tamera D***Customer Service DirectorKittle's Furniture
Dear [redacted] , In response to complaint [redacted] , posted with your agency on Saturday July 11th, Kittle's delivery management and truck teams take their time commitments to all of our customer's very seriously, but on rare occasions may encounter situations that are beyond their control We train our teams to make every attempt to communicate any and all problems that may arise during the delivery process to their management team and to our customers the very minute a problem presents itself and they realize we may loose the opportunity to complete an exceptional delivery experienceOn Saturday 7/11, this particular team encountered a very difficult and unforeseen delivery situation at the stop prior to the [redacted] deliver resulting in the team quickly falling behind their appointment time of 12:30-2: The team did not realize how much time had been lost until they received the call from Mr [redacted] at approximate 2: Mr [redacted] was understandably upset that he had to initiate the call and was not happy when the delivery team tried to explain and advised him they would do their best to get to his home as soon as possible Due to Mr [redacted] 's level of frustration during his initial call, the delivery team notified their manager Brian S [redacted] about the situation MrS [redacted] immediately and personally contacted the customer to apologize and to try and calm the situation He also dispatched the team to complete the delivery as soon as possibleWhen the truck arrived at the [redacted] residence approximately 3:30, the level of anger displayed by Mr [redacted] towards the delivery team had escalated to extreme verbal abuse and had elevated to a point that the delivery manager felt it best for both the customer and the delivery crew to reschedule the delivery to a different day Kittle's makes thousands of deliveries a year and are not used to this type of extreme response from a consumer, we feel our actions and priority during this particular delivery was to respect and protect our associates and ultimately the customer.The customer then contacted the store and although unhappy with the situation, agreed to reschedule delivery to Tues7/ Since that reschedule, the [redacted] 's have decided to cancel their bedding order and will be receiving a full reimbursement for any money related to the product purchaseKittle's truly regrets this situation, but believes, although an important step in our protocol was missed, both the delivery team and management tried their best to satisfy the consumer during this tough situation We will use this experience as a re-training opportunity and will be meeting with our teams to remind them of the importance of time-frame commitments and the respect for communication that our customers deserve and Kittle's expects Respectfully,Tamera D***Kittles Furniture & Bassett FurnitureDirector of Customer Service, Ohio614-539-3230Td***@Kittles.com
I have reached out to the customer to get more information about the broken pieces. I would need pictures and a tech visit to determine if the damage was a manufacture defect or abuse. If it is manufacture defect, and with the other issues, I see no reason why a return is not
possible. As of now, I know we have a tech scheduled for the 13th, and pieces on hold for replacementPlease let me know if the 13th is still good for the inspection. My contact is 317-558-or tp***@kittles.com
I have reached out to *** about this situation. *** has informed me this customer does NOT have to refile any paperwork. She is on their call list and will be presented with additional options. I will also reach out and let her know to expect their call
Good Morning MsPotter,The consumer was contacted immediately upon receipt of original complaint. Extra care was taken to provide her with an acceptable outcome to both customer and Kittle's. Regards,Tamera D***Customer Service Director
Dear Ms***, The customer's credit card(s) were refunded on 8/29/which is the day the purchase was requested to be cancelledThe credit information went to our processing company the same day and sent back to customer's bankWe do not control the timing between banks and when it gets to
their customerKittles stores are not allowed to process direct refunds because the agreement with each consumer is not mirrored from sale to sale, due to the many manufacturers selling requirements and the various methods we allow consumers to utilize for purchasesThis practice allows for better offers and prevents losses to both customer's and KittlesThis customers refund did not take a week to be processed, but again due to the various methods of payments, such as checks and financing,....a week is the average time it takes for the consumer to see refunds reflected on their end or receive reimbursement in the mail...so the one to two weeks, is the standard verbiage our store associates useThis customer should not have any issues with their refundThe day they asked to cancel the order, it was promptly agreed to and the refund was process to their provider the same dayWe apologize for any miscommunication and are certainly not trying to make money by holding refundsRespectfully,Tamera D***Customer Service DirectorKittle's Furniture614-539-3230 ***
Good Morning,I have reviewed Ms***'s complaint and have confirmed that the sectional she purchased came with a 1-year manufacturer warranty on core replacement. The consumer did purchase a "year accidental protection plan", that clearly states, cover's only accidental damages.
The accidental protection plan is not, in any way, an extension of the manufacturers or Kittle's 1-year coverage for warranty issues. We will however, as a one time courtesy, part order replacement cores at no cost to Ms*** and ship direct to her home or she may piat one of our Ohio locations. Our customer service department will contact Ms*** to update her on the details.Respectfully,Tamera D***Kittle's and Bassett FurnitureCustomer Service Director, Ohio
Good Morning, This customer turned in a warranty claim, and said it was cracking. The piece is cracking in the welting, but the neither warranty covers fabric cracking. This is all explained in our condition of sales that is on the back side of the sales receipt and *** has it in
their papers also. After reviewing the pictures the customer sent in, and our tech going out, we determined the welting to be a manufacture defect. We are fixing that issue, and Kittle's is covering parts and labor . We are also in the process of filing an appeal for the denial from ***. You can clearly see the damage done by the window seal in the picture attached to this email. This should have been covered by *** as an accidental damage. This issue will also be taken care of with parts and labor covered
Good Morning, We are sorry that you are not happy with the *** warranty you purchased. Cracking of leather is not covered under any warranty that is out on the market. This is all explained in the condition of sales and *** literature you were given at the time of
purchase. Kittle’s will be happy to refund you the cost of the *** Warranty you purchased Also, If you would like to send us some photos of the damage we can also get the cost of parts, if they are available. Troy P***
Good Afternoon,We regret that the manufacture did not include all the parts needed to assemble this consumer's product, but we regret more our delay in advising the customer once the parts arrived to our warehouse. We will use this situation to better improve these process's going
forward. As of today we have successfully delivered all the items to our customer and have apologized for the delay in product and our lack in communication. The consumer will be receiving a refund of her delivery fee for the inconvenience.Respectfully,Tamera D***Kittle's Customer Service Director***@Kittles.com
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me.
Regards,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.I purchased a sectional in April from Kittles and purchased the warranty as wellIn September I contacted Kittles regarding the unit needing repair and also wanting the cushions replacedI had an agent sent to repair the wood that had cracked and was asked by customer service agent to email her pictures to confirm the need for "core" replacementAfetr several weeks of not hearing any information I called back and no information I sent an email to customer serviceThen I was told I would becharged per core?? This is not what I was told originallyI filed a concern with Revdex.com and was contacted and told they would get cores ordered would take 6-weeksAbout weeks later received call they were in but I would have to pick up at store which is miles from home and install myself(was told extremely easy) I received vm that they were in 11/went to store to pick up only of were there when I called in was told that that was alll that was ordered after a few calls got the other ordered was told 6-weeks ...againon 12/received call that the cores were inI drove again to get the remaining threeLet me tell you this was EXTREMELY HARD to put inI called back to customer service was placed on permanent holdI sent an email and received no written reponse AT allI received a voicemail and ehen you call the numbers it just hangs up!! I currently have zipper that came off trackand that I cannot zip at all with the cores in !!!!!!!!!I do not desire monetary compensation just would like the cores placed in correctly and zipper repairedI just want my sofa nice and firm and cores in so that I can enjoy my sofa
Regards,
*** ***
01/08/16Good Afternoon Ms***, I am truly surprised to receive this second complaint regarding this consumer's sectional after accepting our original offer shortly after our November 16,response, see below, in which Kittle's agreed to cover the cost of all new replacement seat cores well after the customer's warranty expired. We did make an error in the amount of cores that were originally ordered, but immediately corrected once the error was learned of. We have also provided the customer the phone number to a repair company that would have been happy to install the cores at the customer's expense The cores would have costs the customer well over $for the parts alone, we charged her $dollars for parts and $dollars for the shipping and handling In addition, Ms*** accepted a financial settlement on 11/17/to keep her sectional "as is", given to her by the accidental protection plan company Guardsman. We will contact consumer again to provide her with the outside of warranty service contact information to assist her with her current concerns, but will take no further action as we have gone above and beyond to assist in this matterMonday, November 16, Good Morning,I have reviewed Ms***'s complaint and have confirmed that the sectional she purchased came with a 1-year manufacturer warranty on core replacement. The consumer did purchase a "year accidental protection plan", that clearly states, cover's only accidental damages. The accidental protection plan is not, in any way, an extension of the manufacturers or Kittle's 1-year coverage for warranty issues. We will however, as a one time courtesy, part order replacement cores at no cost to Ms*** and ship direct to her home or she may piat one of our Ohio locations. Our customer service department will contact Ms*** to update her on the details.Respectfully,Tamera D*** Regards,Tamera D***Customer Service DirectorTD***@Kittles.com
Dear *** ***, In response to complaint ***, posted with your agency on Saturday July 11th, 2015. Kittle's delivery management and truck teams take their time commitments to all of our customer's very seriously, but on rare occasions may encounter situations
that are beyond their control. We train our teams to make every attempt to communicate any and all problems that may arise during the delivery process to their management team and to our customers the very minute a problem presents itself and they realize we may loose the opportunity to complete an exceptional delivery experience. On Saturday 7/11, this particular team encountered a very difficult and unforeseen delivery situation at the stop prior to the *** deliver resulting in the team quickly falling behind their appointment time of 12:30-2:30. The team did not realize how much time had been lost until they received the call from Mr*** at approximate 2:30. Mr*** was understandably upset that he had to initiate the call and was not happy when the delivery team tried to explain and advised him they would do their best to get to his home as soon as possible Due to Mr***'s level of frustration during his initial call, the delivery team notified their manager Brian S*** about the situation. MrS*** immediately and personally contacted the customer to apologize and to try and calm the situation. He also dispatched the team to complete the delivery as soon as possibleWhen the truck arrived at the *** residence approximately 3:30, the level of anger displayed by Mr*** towards the delivery team had escalated to extreme verbal abuse and had elevated to a point that the delivery manager felt it best for both the customer and the delivery crew to reschedule the delivery to a different day. Kittle's makes thousands of deliveries a year and are not used to this type of extreme response from a consumer, we feel our actions and priority during this particular delivery was to respect and protect our associates and ultimately the customer.The customer then contacted the store and although unhappy with the situation, agreed to reschedule delivery to Tues7/14. Since that reschedule, the ***'s have decided to cancel their bedding order and will be receiving a full reimbursement for any money related to the product purchase. Kittle's truly regrets this situation, but believes, although an important step in our protocol was missed, both the delivery team and management tried their best to satisfy the consumer during this tough situation. We will use this experience as a re-training opportunity and will be meeting with our teams to remind them of the importance of time-frame commitments and the respect for communication that our customers deserve and Kittle's expects. Respectfully,Tamera D***Kittles Furniture & Bassett FurnitureDirector of Customer Service, Ohio614-539-3230Td***@Kittles.com
Good Afternoon Ms***,I have explained to the consumer that we show him receiving an additional 10% off the product he selected, compared to the sale prices being offered that day. In addition he also received free deliver for purchasing that specific floor sample. Mr
*** has agreed to a small price adjustment for the confusion and inconvenience and will keep his furniture with full manufacturer warranty. Regards,Tamera D***Customer Service DirectorKittle's Furniture
Good Morning,We have reached out to the vendor on this out of warranty product. They have stated repeatedly that no known defects in the material or workmanship of this product has ever been reported. Kittle's has since contacted our customer and the ***'s have agreed to pay a
use fee as part of our merchandise exception offer. The *** will be permitted to return the damaged furniture and use the balance of the original purchase price to reselect new product. We feel we have satisfied the consumer with this offer. Regards,Tamera D***Customer Service DirectorKittle's and Bassett Furniture
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me.
Regards,
*** ***
Good Afternoon,There was some miscommunication with the customer at the store level, which I have resolved. We will be contacting our customer today and will be replacing the customer's mattress with an identical mattress. We will be asking consumer to confirm the comfort level is
correct before we remove the plastic cover from the bedding, just in case there has been a tagging error from the manufacture of the mattress. We will work with the consumer to resolve the complaint as quickly as we can.Regards,Tamera D***Customer Service DirectorKittle's Furniture & Bassett Furniture***
Good Morning, This customer turned in a warranty claim, and said it was cracking The piece is cracking in the welting, but the neither warranty covers fabric cracking This is all explained in our condition of sales that is on the back side of the sales receipt and [redacted] has it in their papers also After reviewing the pictures the customer sent in, and our tech going out, we determined the welting to be a manufacture defect We are fixing that issue, and Kittle's is covering parts and labor We are also in the process of filing an appeal for the denial from [redacted] You can clearly see the damage done by the window seal in the picture attached to this email This should have been covered by [redacted] as an accidental damage This issue will also be taken care of with parts and labor covered
Good Morning, We are sorry that you are not happy with the [redacted] warranty you purchased Cracking of leather is not covered under any warranty that is out on the market This is all explained in the condition of sales and [redacted] literature you were given at the time of purchase Kittle’s will be happy to refund you the cost of the [redacted] Warranty you purchased Also, If you would like to send us some photos of the damage we can also get the cost of parts, if they are availableTroy P***
Good Afternoon Ms [redacted] ,I have explained to the consumer that we show him receiving an additional 10% off the product he selected, compared to the sale prices being offered that day In addition he also received free deliver for purchasing that specific floor sample Mr [redacted] has agreed to a small price adjustment for the confusion and inconvenience and will keep his furniture with full manufacturer warrantyRegards,Tamera D***Customer Service DirectorKittle's Furniture
Dear [redacted] , In response to complaint [redacted] , posted with your agency on Saturday July 11th, Kittle's delivery management and truck teams take their time commitments to all of our customer's very seriously, but on rare occasions may encounter situations that are beyond their control We train our teams to make every attempt to communicate any and all problems that may arise during the delivery process to their management team and to our customers the very minute a problem presents itself and they realize we may loose the opportunity to complete an exceptional delivery experienceOn Saturday 7/11, this particular team encountered a very difficult and unforeseen delivery situation at the stop prior to the [redacted] deliver resulting in the team quickly falling behind their appointment time of 12:30-2: The team did not realize how much time had been lost until they received the call from Mr [redacted] at approximate 2: Mr [redacted] was understandably upset that he had to initiate the call and was not happy when the delivery team tried to explain and advised him they would do their best to get to his home as soon as possible Due to Mr [redacted] 's level of frustration during his initial call, the delivery team notified their manager Brian S [redacted] about the situation MrS [redacted] immediately and personally contacted the customer to apologize and to try and calm the situation He also dispatched the team to complete the delivery as soon as possibleWhen the truck arrived at the [redacted] residence approximately 3:30, the level of anger displayed by Mr [redacted] towards the delivery team had escalated to extreme verbal abuse and had elevated to a point that the delivery manager felt it best for both the customer and the delivery crew to reschedule the delivery to a different day Kittle's makes thousands of deliveries a year and are not used to this type of extreme response from a consumer, we feel our actions and priority during this particular delivery was to respect and protect our associates and ultimately the customer.The customer then contacted the store and although unhappy with the situation, agreed to reschedule delivery to Tues7/ Since that reschedule, the [redacted] 's have decided to cancel their bedding order and will be receiving a full reimbursement for any money related to the product purchaseKittle's truly regrets this situation, but believes, although an important step in our protocol was missed, both the delivery team and management tried their best to satisfy the consumer during this tough situation We will use this experience as a re-training opportunity and will be meeting with our teams to remind them of the importance of time-frame commitments and the respect for communication that our customers deserve and Kittle's expects Respectfully,Tamera D***Kittles Furniture & Bassett FurnitureDirector of Customer Service, Ohio614-539-3230Td***@Kittles.com
I have reached out to the customer to get more information about the broken pieces. I would need pictures and a tech visit to determine if the damage was a manufacture defect or abuse. If it is manufacture defect, and with the other issues, I see no reason why a return is not
possible. As of now, I know we have a tech scheduled for the 13th, and pieces on hold for replacementPlease let me know if the 13th is still good for the inspection. My contact is 317-558-or tp***@kittles.com
I have reached out to *** about this situation. *** has informed me this customer does NOT have to refile any paperwork. She is on their call list and will be presented with additional options. I will also reach out and let her know to expect their call
Good Morning MsPotter,The consumer was contacted immediately upon receipt of original complaint. Extra care was taken to provide her with an acceptable outcome to both customer and Kittle's. Regards,Tamera D***Customer Service Director
Dear Ms***, The customer's credit card(s) were refunded on 8/29/which is the day the purchase was requested to be cancelledThe credit information went to our processing company the same day and sent back to customer's bankWe do not control the timing between banks and when it gets to
their customerKittles stores are not allowed to process direct refunds because the agreement with each consumer is not mirrored from sale to sale, due to the many manufacturers selling requirements and the various methods we allow consumers to utilize for purchasesThis practice allows for better offers and prevents losses to both customer's and KittlesThis customers refund did not take a week to be processed, but again due to the various methods of payments, such as checks and financing,....a week is the average time it takes for the consumer to see refunds reflected on their end or receive reimbursement in the mail...so the one to two weeks, is the standard verbiage our store associates useThis customer should not have any issues with their refundThe day they asked to cancel the order, it was promptly agreed to and the refund was process to their provider the same dayWe apologize for any miscommunication and are certainly not trying to make money by holding refundsRespectfully,Tamera D***Customer Service DirectorKittle's Furniture614-539-3230 ***
Good Morning,I have reviewed Ms***'s complaint and have confirmed that the sectional she purchased came with a 1-year manufacturer warranty on core replacement. The consumer did purchase a "year accidental protection plan", that clearly states, cover's only accidental damages.
The accidental protection plan is not, in any way, an extension of the manufacturers or Kittle's 1-year coverage for warranty issues. We will however, as a one time courtesy, part order replacement cores at no cost to Ms*** and ship direct to her home or she may piat one of our Ohio locations. Our customer service department will contact Ms*** to update her on the details.Respectfully,Tamera D***Kittle's and Bassett FurnitureCustomer Service Director, Ohio
Good Morning, This customer turned in a warranty claim, and said it was cracking. The piece is cracking in the welting, but the neither warranty covers fabric cracking. This is all explained in our condition of sales that is on the back side of the sales receipt and *** has it in
their papers also. After reviewing the pictures the customer sent in, and our tech going out, we determined the welting to be a manufacture defect. We are fixing that issue, and Kittle's is covering parts and labor . We are also in the process of filing an appeal for the denial from ***. You can clearly see the damage done by the window seal in the picture attached to this email. This should have been covered by *** as an accidental damage. This issue will also be taken care of with parts and labor covered
Good Morning, We are sorry that you are not happy with the *** warranty you purchased. Cracking of leather is not covered under any warranty that is out on the market. This is all explained in the condition of sales and *** literature you were given at the time of
purchase. Kittle’s will be happy to refund you the cost of the *** Warranty you purchased Also, If you would like to send us some photos of the damage we can also get the cost of parts, if they are available. Troy P***
Good Afternoon,We regret that the manufacture did not include all the parts needed to assemble this consumer's product, but we regret more our delay in advising the customer once the parts arrived to our warehouse. We will use this situation to better improve these process's going
forward. As of today we have successfully delivered all the items to our customer and have apologized for the delay in product and our lack in communication. The consumer will be receiving a refund of her delivery fee for the inconvenience.Respectfully,Tamera D***Kittle's Customer Service Director***@Kittles.com
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me.
Regards,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.I purchased a sectional in April from Kittles and purchased the warranty as wellIn September I contacted Kittles regarding the unit needing repair and also wanting the cushions replacedI had an agent sent to repair the wood that had cracked and was asked by customer service agent to email her pictures to confirm the need for "core" replacementAfetr several weeks of not hearing any information I called back and no information I sent an email to customer serviceThen I was told I would becharged per core?? This is not what I was told originallyI filed a concern with Revdex.com and was contacted and told they would get cores ordered would take 6-weeksAbout weeks later received call they were in but I would have to pick up at store which is miles from home and install myself(was told extremely easy) I received vm that they were in 11/went to store to pick up only of were there when I called in was told that that was alll that was ordered after a few calls got the other ordered was told 6-weeks ...againon 12/received call that the cores were inI drove again to get the remaining threeLet me tell you this was EXTREMELY HARD to put inI called back to customer service was placed on permanent holdI sent an email and received no written reponse AT allI received a voicemail and ehen you call the numbers it just hangs up!! I currently have zipper that came off trackand that I cannot zip at all with the cores in !!!!!!!!!I do not desire monetary compensation just would like the cores placed in correctly and zipper repairedI just want my sofa nice and firm and cores in so that I can enjoy my sofa
Regards,
*** ***
01/08/16Good Afternoon Ms***, I am truly surprised to receive this second complaint regarding this consumer's sectional after accepting our original offer shortly after our November 16,response, see below, in which Kittle's agreed to cover the cost of all new replacement seat cores well after the customer's warranty expired. We did make an error in the amount of cores that were originally ordered, but immediately corrected once the error was learned of. We have also provided the customer the phone number to a repair company that would have been happy to install the cores at the customer's expense The cores would have costs the customer well over $for the parts alone, we charged her $dollars for parts and $dollars for the shipping and handling In addition, Ms*** accepted a financial settlement on 11/17/to keep her sectional "as is", given to her by the accidental protection plan company Guardsman. We will contact consumer again to provide her with the outside of warranty service contact information to assist her with her current concerns, but will take no further action as we have gone above and beyond to assist in this matterMonday, November 16, Good Morning,I have reviewed Ms***'s complaint and have confirmed that the sectional she purchased came with a 1-year manufacturer warranty on core replacement. The consumer did purchase a "year accidental protection plan", that clearly states, cover's only accidental damages. The accidental protection plan is not, in any way, an extension of the manufacturers or Kittle's 1-year coverage for warranty issues. We will however, as a one time courtesy, part order replacement cores at no cost to Ms*** and ship direct to her home or she may piat one of our Ohio locations. Our customer service department will contact Ms*** to update her on the details.Respectfully,Tamera D*** Regards,Tamera D***Customer Service DirectorTD***@Kittles.com
Dear *** ***, In response to complaint ***, posted with your agency on Saturday July 11th, 2015. Kittle's delivery management and truck teams take their time commitments to all of our customer's very seriously, but on rare occasions may encounter situations
that are beyond their control. We train our teams to make every attempt to communicate any and all problems that may arise during the delivery process to their management team and to our customers the very minute a problem presents itself and they realize we may loose the opportunity to complete an exceptional delivery experience. On Saturday 7/11, this particular team encountered a very difficult and unforeseen delivery situation at the stop prior to the *** deliver resulting in the team quickly falling behind their appointment time of 12:30-2:30. The team did not realize how much time had been lost until they received the call from Mr*** at approximate 2:30. Mr*** was understandably upset that he had to initiate the call and was not happy when the delivery team tried to explain and advised him they would do their best to get to his home as soon as possible Due to Mr***'s level of frustration during his initial call, the delivery team notified their manager Brian S*** about the situation. MrS*** immediately and personally contacted the customer to apologize and to try and calm the situation. He also dispatched the team to complete the delivery as soon as possibleWhen the truck arrived at the *** residence approximately 3:30, the level of anger displayed by Mr*** towards the delivery team had escalated to extreme verbal abuse and had elevated to a point that the delivery manager felt it best for both the customer and the delivery crew to reschedule the delivery to a different day. Kittle's makes thousands of deliveries a year and are not used to this type of extreme response from a consumer, we feel our actions and priority during this particular delivery was to respect and protect our associates and ultimately the customer.The customer then contacted the store and although unhappy with the situation, agreed to reschedule delivery to Tues7/14. Since that reschedule, the ***'s have decided to cancel their bedding order and will be receiving a full reimbursement for any money related to the product purchase. Kittle's truly regrets this situation, but believes, although an important step in our protocol was missed, both the delivery team and management tried their best to satisfy the consumer during this tough situation. We will use this experience as a re-training opportunity and will be meeting with our teams to remind them of the importance of time-frame commitments and the respect for communication that our customers deserve and Kittle's expects. Respectfully,Tamera D***Kittles Furniture & Bassett FurnitureDirector of Customer Service, Ohio614-539-3230Td***@Kittles.com
Good Afternoon Ms***,I have explained to the consumer that we show him receiving an additional 10% off the product he selected, compared to the sale prices being offered that day. In addition he also received free deliver for purchasing that specific floor sample. Mr
*** has agreed to a small price adjustment for the confusion and inconvenience and will keep his furniture with full manufacturer warranty. Regards,Tamera D***Customer Service DirectorKittle's Furniture
Good Morning,We have reached out to the vendor on this out of warranty product. They have stated repeatedly that no known defects in the material or workmanship of this product has ever been reported. Kittle's has since contacted our customer and the ***'s have agreed to pay a
use fee as part of our merchandise exception offer. The *** will be permitted to return the damaged furniture and use the balance of the original purchase price to reselect new product. We feel we have satisfied the consumer with this offer. Regards,Tamera D***Customer Service DirectorKittle's and Bassett Furniture
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me.
Regards,
*** ***
Good Afternoon,There was some miscommunication with the customer at the store level, which I have resolved. We will be contacting our customer today and will be replacing the customer's mattress with an identical mattress. We will be asking consumer to confirm the comfort level is
correct before we remove the plastic cover from the bedding, just in case there has been a tagging error from the manufacture of the mattress. We will work with the consumer to resolve the complaint as quickly as we can.Regards,Tamera D***Customer Service DirectorKittle's Furniture & Bassett Furniture***