Dick's Holiday Amoco

Dear [redacted], In response to complaint [redacted], 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 [redacted] 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. [redacted] at approximate 2:30.   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.   Mr. S[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 possible. When 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 Tues. 7/14.  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 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[redacted]Kittles Furniture & Bassett FurnitureDirector of Customer Service, Ohio614-539-3230Td[redacted]@Kittles.com

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. 
Regards,
[redacted]

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 available. Troy P[redacted]

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 warranty. Regards,Tamera D[redacted]Customer Service DirectorKittle's Furniture