Don's Tree Service

We apologize for this customer's experienceThe plan that was mailed to the customer details the exact terms of coverageWe will however refund the moeny they paid for their protection planThe refund will be applied to the credit card they used for their purchase

We always deliver every mattress set with the manufacturer's care instructions and warranty informationPart of the care information is the instructions on how to rotate the mattressRegarding two people sleeping closer to each other to avoid developing a ridge down the middle, there is no such
instructionSealy's warranty states that soiled mattresses are not covered under their warranty. In the interest of good business however we will honor this customer's claimThey will receive an email with instructions within the next two days

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
I've been hearing the exact same thing every month for EIGHT YEARS!!! That's times!
Regards,
*** ***

We apologize that this individual is still receiving our mailWe are taking every possible measure to stop it from going to her

While I'm pleased
with how quickly they refunded my money, I must say that I spoke to of their Managers and all of them told me that it is Steinhafel's policy to make refund's in 3-business daysIt's a policy not the bank transaction that takes 3-daysMy situation proves that they lied to the Revdex.comI need this to be known so others that fall into the same situation can be warned of their shady business practicesThey will take your money in real time and then drag their feet if a refund is wanted

The *** manufacturer's warranty states that a body impression in the surface of the mattress has to exceed 1/2"This customer's mattress measured under 1/2" for the depth of the impressionSteinhafels stands behind the manufacturer's warranty and can only have *** approve the return if
its within their guidelinesWe will contact the customer and offer him another inspection to measure againOur first inspection for this issue was on 2/21/

We called this customer on 11/21/ and have her scheduled for Novwith a Steinhafels service technicianThere will be no charges to her on the repairsWe are taking care of herWe apologize for the inconvenience

We apologize for our customer's experience with the Guardsman protection planWe have called this customer and left a message for her inviting her to come to one of our stores to select a different set and return the original oneWe will also give her free delivery on the reselection and pick up
of the old set

We have made two delivery stops to this customer's homeThe first was to deliver her a drawer chest on 11/15/14, and the second was to pick up the drawer chest on 12/6/because she wanted to return it for a refundOn both trips our delivery drivers had this customer sign a damage waiver which we
have every customer sign before our drivers leave the homeThis waiver states very clearly that any damage must be reported while the drivers are still in the customer's homeThe customer has the opportunity at that point to inspect the path of delivery for any damageOn both of our trips to her home this customer signed off on the waiver while our drivers were still in her homeSteinhafels will not be performing any home repairs for this customer because the waiver states; STEINHAFELS WILL NOT BE RESPONSIBLE FOR HOME AND/OR PROPERTY DAMAGE REPORTED AFTER THE DELIVERY TEAM LEAVES THE RESIDENCE, and this customer signed this waiver both times while we were in her homePlease see attached signed documents

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
What is my next route to pursue Steinhafel's POOR BUSINESS PRACTICES in this matter?At our home, we have purchased furniture from them for over years
Regards,
*** ***

This customer purchased a Whalen TV stand that was tagged incorrectly at our *** store. We showed
the Honey Maple on our show room floor, which is what the customer wanted, but the tag was for the
Cherry finish. The day she picked it up was a Saturday,
and our manager says she
had no messages on her phone. However she did talk with her later and found
that we still had stock on the Honey Maple that was clearance priced. It was less money then what she orig paid. As a customer courtesy we also gave her free delivery and had
it scheduled for Saturday 3/delivery.Customer called our manager on Saturday
and left a message, and was not happy that she received a call that the
delivery would have to be rescheduled. Our manager returned her call, apologized
for the inconvenience, and explained that one of our delivery drivers was ill and the truck was going to have to return to our warehouseWe had other customers who were inconvenienced that day as wellAll the customers were called and rescheduled. Her delivery was rescheduled for Sunday 3/We will have our *** manager call her again today and apologize

This is a complaint that we have already responded to on 12/9/We have made two delivery stops
to Ms***'s homeThe first was to deliver her a drawer chest on
11/15/14, and the second was to pick up the drawer chest on 12/6/
because she wanted it returned for a refundOn both trips
our
delivery team presented a delivery damage waiver to Ms***. We
present a damage waiver to every customer to sign before a delivery team
leaves a homeThe waiver states very clearly that any damage must be
reported while the delivery team is still in the customer's homeMs
*** had the opportunity to inspect the path of delivery for any
damageOn both trips to her home she signed off on the waiver while the
drivers were still in her homeThis waiver states; STEINHAFELS
WILL NOT BE RESPONSIBLE FOR HOME AND / OR PROPERTY DAMAGE REPORTED
AFTER THE DELIVERY TEAM LEAVES THE RESIDENCESteinhafels
will not be performing home repairs for Ms*** because she signed
off on the damage waivers on both of our delivery tripsPlease see
attached signed waiver forms

We apologize for the delay in processing this requestWe will be contacting this customer ASAP

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
*** ***
Steinhafels promised to contact us by email within two days after they were contacted by the Revdex.com to rectify the situation with our mattressThat would have been 10/29/We have not heard from them yet and it is 11/04/