Thanks for forwarding Mr ***'s concernsWe are sorry he feels the way he doesOur records indicate that Mr *** had a sofa and loveseat delivered on June 25, In Feb he called with a back spring issue on the loveseatWe went to the home to repair the spring and volunteered to add
webbing in hopes to help improve upon the factories design because Mr *** was a large manWe completed this out of warranty work for a modest feeIn Nov/Dec Mr *** called with a broken strut in the back of the sofaHe agreed to have our tech come take a gander for $yesterday, 12/14/Our tech can easily fix for $but Mr *** also wanted our tech to add the same webbing on the sofa as we did on the loveseatNaturally, we can do this but there is a costOur tech does not believe it makes that big of a difference but can do it in about two hours and typically cost about $to do in the homeWe were just at his house yesterday and have not even had a chance to call him today before we got thisOur call was to let him know the above and that we were willing to do it for half price ($150)to help him outWe intend to call him as plannedBut we will not be able to make the redesign on a year old sofa for $Wayside Furniture
Initial Business Response /* (1000, 5, 2015/12/15) */
Thank you for forwarding this informationI am sorry Mr*** has had this issue
Our records show that we ordered a Flexsteel loveseat that is clearly indicated as such and signed for as suchWayside never forces anyone to keep
something they do not want
Unfortunately, the love seat was already produced so our very liberal return policy on special orders was offered to help Mr *** get the sofa he thought he orderedMr***s sales associate Steve went to bat as Mr *** requestedWe offered to reduce the 20% restocking fee to 10%As of yesterday Steve did not hear back from Mr ***Mr*** called our store manager who shared the same information; ie our willingness to indeed help with the costs to switchWe have indeed taken action to help resolve the situationI am happy to hear any other ideas
Sincerely,
John F
Initial Consumer Rebuttal /* (3000, 7, 2015/12/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have moved onI'm tired of dealing with these stubborn people who are too close minded to see the errors of their waysThe job that I trusted them to do is similar to that of a wal-mart cashierI couldn't have been clearer letting Steve know what I wanted to purchaseI was sitting on the couch that I wanted when I said I was going to purchase themThe only thing more I could've done was pick it up and drag it to the computer where he filled the orderI understand everyone makes mistakes, which is why the order should've been gone over with me in detail at the timeI thought a person with as much experience as Steve would've listened to me for the prior hours I was there and filled out the order properlyIt's my mistake for not double checking the order, but this whole thing could've been avoided if the order was filled out properly to begin with, so its obvious that mistakes were made on both endsI don't have a problem admitting my faults where Wayside doesI honestly left the store that night after purchasing everything with complete confidence that everything was rightI went out of my way to tell all my friends, family, and co-workers how good of an initial experienceBut, now after explaining to everyone my new situation, wayside's poor customer service, how their sales manager talk down to his customers, sales manager basically calling me a liar, and their unwillingness to admit mistakes and take action to resolve them, everyone thinks Wayside is a joke and won't ever go to them for furniture
Having worked in customer service, I would never take the stance they took against a customer and never talk to a customer with a condescending mannerIf they would've came into this situation with a positive mindset of working with the customer to rectify the situationTheir stance was to push all the blame onto me and fight with at every turnMost companies would go the extra mile to make a customer happy, like not making them pay a restocking fee on a couch they didn't order or when the customer calls your sales manager, talk to them in a polite, non-confrontational mannerJust goes to show that Wayside is just looking for a sale, and the company is severely lacking a good customer service departmentI have cancelled my order and moving on because I really dont see Wayside changing their stance on this situationI been talking to them on and off for the past week and received the reply to this complaintI still see no willingness to admit that they made a mistake and the minimal amount of effort to rectifying the situationI dont want to be associated with this type of company who has a severe lack of caring and who just take their customers for grantedI will do my best to let anyone planning on buying furniture of Wayside's true colors and urge them to not go thereI urge anyone who reads through this complaint to avoid the headache of doing business with WaysideThere are a hundred different places to buy furniture in the Akron/Canton, Cleveland areas, why would would go to a place that takes it's customers for granted
Final Business Response /* (4000, 9, 2015/12/17) */
We are sorry that our willingness to bend our special order policy was not satisfactory.As Mr*** has indicated he has moved on and taken us up on our offer to refund his money on a special order less a 10% restocking fee.(Our policy is no refunds on special orders and a 20% restocking fee to change an item after it has been shipped)
John F
Initial Business Response /* (1000, 5, 2016/04/25) */
Thanks for forwarding [redacted]'s issue to us. She indeed did point out an error on a particular factory price list conversion. Unfortunately the software did not pick up that many style beds that include a headboard, foot board and rails and...
center support are not sold individually. In this case it would simply be too top heavy without the rails and foot board..ie a frame alone would not hold it up. We tried to thank [redacted] for bringing this to our attention with a $50 Wayside gift certificate and or an extra 10% off any other purchase.We have not been able to communicate this to her. We are very sorry for the inconvenience and can show her many other styles that are available alone.
Sincerely,
John
Initial Consumer Rebuttal /* (2000, 7, 2016/04/26) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I am rejecting this response because:I will take my $181.00 plus tax and put it towards new furniture that we will be purchasing elsewhere. I'm not interested in purchasing furniture from a store that misleads their customers into spending money on a policy without giving them all the details on that policy. As a customer I should be given in writing exactly what is covered and what isn't. Very disappointed. [redacted]
Thank you for forwarding this information to us. We are sorry the leather furniture has not performed as well as our customer had hoped. Our records indicate that our customer contacted us approximately a year after she had it with wear concerns. Even though no leather manufacturers offer...
leather wear warranties we offered our customer a one time opportunity to re-select or to have it repainted. We never heard back. Then, after another year we were contacted again and were told our customer was ill and unable to come in the year before. naturally getting the factory to help us with two year old furniture on a issue they dont warrant anyway is very difficult. However, in the interest of good will, we are willing to offer our customer a $500 in store credit towards something new and offer that new merchandise at our friends and family pricing making for a great savings opportunity. This offer will expire on 8/31/2016. Should they accept it, please it have them ask for our store manager when they arrive so they can be assured the highest level of service. Thank YouJohn F.
Initial Business Response /* (1000, 5, 2016/01/06) */
Thanks for bringing this to our attention. We feel the above information shows that Wayside went above and beyond on merchandise that was well our of warranty. We are sorry we cannot do more.
Initial Consumer Rebuttal /* (3000, 7,...
2016/01/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I am very dissatisfied with this outcome. Your company WAS paid for a service (repair) and that service was null and void due to the carelessness of the delivery drivers. It is completely unjust. You cannot accept payment for a person's belongings for a repair and then return them in a damaged condition. The warranty DOES NOT MATTER- I paid for the repairs and you ruined my couch.
Final Business Response /* (4000, 9, 2016/01/13) */
[redacted] called disappointed about her three year old furniture that was purchased from our clearance outlet. We asked for pictures to see if there was something we could do to help even though it was well beyond any warranty. The upholstery appeared to be heavily used. The finish on the exposed accent trim was severely peeling and the end tables veneers were severely peeling.
We offered new furniture at friends and family prices or to pick up the furniture and do as good a job as we could trying to touch-up/repair for $99. (Mind you, we charge $85 to pick up and $85 to redeliver and most craftsman charge a min of $75/hr for repair. We picked up, made tremendous improvements to furniture that was in very bad shape and out of warranty and redelivered it for $99..a minimum of a $400 value for $99. Then they called and said we damaged their furniture. We have pictures of the furniture before and after. Rather than argue we agreed to mail them $200 and be done. Basically, we paid them $100 to help them on three year old furniture. We are sorry we cannot do anymore.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Thank you for forwarding [redacted] concern to us. We are sorry for whatever miscommunication there was regarding the accidental stain and damage protection she decided to purchase. The insurance is indeed protection from accidents only, not unknown damage that is discovered.The need to know the...
incident..how, what, when it happened. Fortunately, as we speak it appears the cover is still available four years later and we offered to order new casings at wholesale prices. PLUS, if it helps, we are happy to match that price in a Wayside gift card to use on new furniture later. But as far as the insurance claim with [redacted] goes, Wayside cannot change the terms of the coverage. If [redacted]h purchases new casings we will send a gift certificate for that amount that can be used on a future purchase. Wayside
Thank you for sharing the information. We are sorry to lose any customer and that our offer of a free gift card in the amount of the parts cost was not helpful.Wayside
Initial Business Response /* (1000, 7, 2015/11/12) */
Thank you for forwarding the information from [redacted]. I am very sorry and embarrassed for how she felt she was treated by one of our managers.
We try very hard to communicate the nature of natural stone to our customers before they...
decide to purchase it. Clearly we failed to do a good job in this case. We treat all of our customers equally in the cases where customers do not like the particular natural character of each individual piece. We try to educate them again on what the product is and often suggest re-selecting to a Formica product that is man made and uniform. Most people prefer the natural stone and once they understand that veining is common and part of the allure, they keep. If they are still not happy, we offer a one time chance to exchange with the one they saw on the floor at our expense. Our 78 years experience has shown that if we open more in the warehouse(if we even have) we end up opening many with no satisfaction and then have open tables in our warehouse and more frustrated customers. Stone is fragile, unique and very expensive to handle.
I am sorry this information was not delivered in a professional manner before she purchased or afterwards. I am happy to hear any suggestions on how we can help further.
Sincerely,
John F.
Initial Consumer Rebuttal /* (3000, 9, 2015/11/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I appreciate your response. I have spoke to other people that have purchased furniture from Wayside and they were equally as surprised as you that I was treated in the way in which I was treated. My conclusion is the disservice I felt and experience is your tenured Manager, Pat. You asked for suggestions, I believe he needs a refresher on customer service. I realize he may be in the protected age group, but because of him, a customer is lost. If ever you would like photos of the item which was brought to me, let me know.
Thank you once again for your response.
Thanks for forwarding Mr ***'s concernsWe are sorry he feels the way he doesOur records indicate that Mr *** had a sofa and loveseat delivered on June 25, In Feb he called with a back spring issue on the loveseatWe went to the home to repair the spring and volunteered to add
webbing in hopes to help improve upon the factories design because Mr *** was a large manWe completed this out of warranty work for a modest feeIn Nov/Dec Mr *** called with a broken strut in the back of the sofaHe agreed to have our tech come take a gander for $yesterday, 12/14/Our tech can easily fix for $but Mr *** also wanted our tech to add the same webbing on the sofa as we did on the loveseatNaturally, we can do this but there is a costOur tech does not believe it makes that big of a difference but can do it in about two hours and typically cost about $to do in the homeWe were just at his house yesterday and have not even had a chance to call him today before we got thisOur call was to let him know the above and that we were willing to do it for half price ($150)to help him outWe intend to call him as plannedBut we will not be able to make the redesign on a year old sofa for $Wayside Furniture
Initial Business Response /* (1000, 5, 2015/12/15) */
Thank you for forwarding this informationI am sorry Mr*** has had this issue
Our records show that we ordered a Flexsteel loveseat that is clearly indicated as such and signed for as suchWayside never forces anyone to keep
something they do not want
Unfortunately, the love seat was already produced so our very liberal return policy on special orders was offered to help Mr *** get the sofa he thought he orderedMr***s sales associate Steve went to bat as Mr *** requestedWe offered to reduce the 20% restocking fee to 10%As of yesterday Steve did not hear back from Mr ***Mr*** called our store manager who shared the same information; ie our willingness to indeed help with the costs to switchWe have indeed taken action to help resolve the situationI am happy to hear any other ideas
Sincerely,
John F
Initial Consumer Rebuttal /* (3000, 7, 2015/12/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have moved onI'm tired of dealing with these stubborn people who are too close minded to see the errors of their waysThe job that I trusted them to do is similar to that of a wal-mart cashierI couldn't have been clearer letting Steve know what I wanted to purchaseI was sitting on the couch that I wanted when I said I was going to purchase themThe only thing more I could've done was pick it up and drag it to the computer where he filled the orderI understand everyone makes mistakes, which is why the order should've been gone over with me in detail at the timeI thought a person with as much experience as Steve would've listened to me for the prior hours I was there and filled out the order properlyIt's my mistake for not double checking the order, but this whole thing could've been avoided if the order was filled out properly to begin with, so its obvious that mistakes were made on both endsI don't have a problem admitting my faults where Wayside doesI honestly left the store that night after purchasing everything with complete confidence that everything was rightI went out of my way to tell all my friends, family, and co-workers how good of an initial experienceBut, now after explaining to everyone my new situation, wayside's poor customer service, how their sales manager talk down to his customers, sales manager basically calling me a liar, and their unwillingness to admit mistakes and take action to resolve them, everyone thinks Wayside is a joke and won't ever go to them for furniture
Having worked in customer service, I would never take the stance they took against a customer and never talk to a customer with a condescending mannerIf they would've came into this situation with a positive mindset of working with the customer to rectify the situationTheir stance was to push all the blame onto me and fight with at every turnMost companies would go the extra mile to make a customer happy, like not making them pay a restocking fee on a couch they didn't order or when the customer calls your sales manager, talk to them in a polite, non-confrontational mannerJust goes to show that Wayside is just looking for a sale, and the company is severely lacking a good customer service departmentI have cancelled my order and moving on because I really dont see Wayside changing their stance on this situationI been talking to them on and off for the past week and received the reply to this complaintI still see no willingness to admit that they made a mistake and the minimal amount of effort to rectifying the situationI dont want to be associated with this type of company who has a severe lack of caring and who just take their customers for grantedI will do my best to let anyone planning on buying furniture of Wayside's true colors and urge them to not go thereI urge anyone who reads through this complaint to avoid the headache of doing business with WaysideThere are a hundred different places to buy furniture in the Akron/Canton, Cleveland areas, why would would go to a place that takes it's customers for granted
Final Business Response /* (4000, 9, 2015/12/17) */
We are sorry that our willingness to bend our special order policy was not satisfactory.As Mr*** has indicated he has moved on and taken us up on our offer to refund his money on a special order less a 10% restocking fee.(Our policy is no refunds on special orders and a 20% restocking fee to change an item after it has been shipped)
John F
Initial Business Response /* (1000, 5, 2016/04/25) */
Thanks for forwarding [redacted]'s issue to us. She indeed did point out an error on a particular factory price list conversion. Unfortunately the software did not pick up that many style beds that include a headboard, foot board and rails and...
center support are not sold individually. In this case it would simply be too top heavy without the rails and foot board..ie a frame alone would not hold it up. We tried to thank [redacted] for bringing this to our attention with a $50 Wayside gift certificate and or an extra 10% off any other purchase.We have not been able to communicate this to her. We are very sorry for the inconvenience and can show her many other styles that are available alone.
Sincerely,
John
Initial Consumer Rebuttal /* (2000, 7, 2016/04/26) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I am rejecting this response because:I will take my $181.00 plus tax and put it towards new furniture that we will be purchasing elsewhere. I'm not interested in purchasing furniture from a store that misleads their customers into spending money on a policy without giving them all the details on that policy. As a customer I should be given in writing exactly what is covered and what isn't. Very disappointed. [redacted]
Thank you for forwarding this information to us. We are sorry the leather furniture has not performed as well as our customer had hoped. Our records indicate that our customer contacted us approximately a year after she had it with wear concerns. Even though no leather manufacturers offer...
leather wear warranties we offered our customer a one time opportunity to re-select or to have it repainted. We never heard back. Then, after another year we were contacted again and were told our customer was ill and unable to come in the year before. naturally getting the factory to help us with two year old furniture on a issue they dont warrant anyway is very difficult. However, in the interest of good will, we are willing to offer our customer a $500 in store credit towards something new and offer that new merchandise at our friends and family pricing making for a great savings opportunity. This offer will expire on 8/31/2016. Should they accept it, please it have them ask for our store manager when they arrive so they can be assured the highest level of service. Thank YouJohn F.
Initial Business Response /* (1000, 5, 2016/01/06) */
Thanks for bringing this to our attention. We feel the above information shows that Wayside went above and beyond on merchandise that was well our of warranty. We are sorry we cannot do more.
Initial Consumer Rebuttal /* (3000, 7,...
2016/01/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I am very dissatisfied with this outcome. Your company WAS paid for a service (repair) and that service was null and void due to the carelessness of the delivery drivers. It is completely unjust. You cannot accept payment for a person's belongings for a repair and then return them in a damaged condition. The warranty DOES NOT MATTER- I paid for the repairs and you ruined my couch.
Final Business Response /* (4000, 9, 2016/01/13) */
[redacted] called disappointed about her three year old furniture that was purchased from our clearance outlet. We asked for pictures to see if there was something we could do to help even though it was well beyond any warranty. The upholstery appeared to be heavily used. The finish on the exposed accent trim was severely peeling and the end tables veneers were severely peeling.
We offered new furniture at friends and family prices or to pick up the furniture and do as good a job as we could trying to touch-up/repair for $99. (Mind you, we charge $85 to pick up and $85 to redeliver and most craftsman charge a min of $75/hr for repair. We picked up, made tremendous improvements to furniture that was in very bad shape and out of warranty and redelivered it for $99..a minimum of a $400 value for $99. Then they called and said we damaged their furniture. We have pictures of the furniture before and after. Rather than argue we agreed to mail them $200 and be done. Basically, we paid them $100 to help them on three year old furniture. We are sorry we cannot do anymore.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Thank you for forwarding [redacted] concern to us. We are sorry for whatever miscommunication there was regarding the accidental stain and damage protection she decided to purchase. The insurance is indeed protection from accidents only, not unknown damage that is discovered.The need to know the...
incident..how, what, when it happened. Fortunately, as we speak it appears the cover is still available four years later and we offered to order new casings at wholesale prices. PLUS, if it helps, we are happy to match that price in a Wayside gift card to use on new furniture later. But as far as the insurance claim with [redacted] goes, Wayside cannot change the terms of the coverage. If [redacted]h purchases new casings we will send a gift certificate for that amount that can be used on a future purchase. Wayside
Thank you for sharing the information. We are sorry to lose any customer and that our offer of a free gift card in the amount of the parts cost was not helpful.Wayside
Initial Business Response /* (1000, 7, 2015/11/12) */
Thank you for forwarding the information from [redacted]. I am very sorry and embarrassed for how she felt she was treated by one of our managers.
We try very hard to communicate the nature of natural stone to our customers before they...
decide to purchase it. Clearly we failed to do a good job in this case. We treat all of our customers equally in the cases where customers do not like the particular natural character of each individual piece. We try to educate them again on what the product is and often suggest re-selecting to a Formica product that is man made and uniform. Most people prefer the natural stone and once they understand that veining is common and part of the allure, they keep. If they are still not happy, we offer a one time chance to exchange with the one they saw on the floor at our expense. Our 78 years experience has shown that if we open more in the warehouse(if we even have) we end up opening many with no satisfaction and then have open tables in our warehouse and more frustrated customers. Stone is fragile, unique and very expensive to handle.
I am sorry this information was not delivered in a professional manner before she purchased or afterwards. I am happy to hear any suggestions on how we can help further.
Sincerely,
John F.
Initial Consumer Rebuttal /* (3000, 9, 2015/11/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I appreciate your response. I have spoke to other people that have purchased furniture from Wayside and they were equally as surprised as you that I was treated in the way in which I was treated. My conclusion is the disservice I felt and experience is your tenured Manager, Pat. You asked for suggestions, I believe he needs a refresher on customer service. I realize he may be in the protected age group, but because of him, a customer is lost. If ever you would like photos of the item which was brought to me, let me know.
Thank you once again for your response.