E & S Mattress Discounters

From: [redacted] < [redacted] >Date: Thu, Sep 17, at 1:PMSubject: [redacted] To: [redacted] Dear Revdex.com, We at E & S feel that we go out of our way to make all of our customers happy We are known in the community for our excellent customer service, and we pride ourselves in that When Mrs [redacted] first came in to see us about furniture, she said she was looking for something inexpensive for an extra bedroom We at that time took her to a set that we had on promotion The particular color she preferred was a lighter color, but we did not at the time have that set in a box The only pieces we had left were the display pieces on the floor We offered Mrs [redacted] at that time a discount on those pieces because they were our last ones She agreed on the pieces and the price She also inquired about are return policy, which we stated at the time, we did not do refundsWe have our no refund policy on our walls and our invoices After we delivered her set and set it up for her she called to the store and stated that after looking at it again, she really would rather have better pieces We ultimately agreed to replace the pieces because we informed her that we wanted her to be happyWe also at that time explained to her that we would not have another shipment in for another 4-weeks, which she agreed to wait for We allowed her to hold on and use the furniture until we got our new shipment in Mrs [redacted] called us every week, sometimes multiple times a week, asking us about the furniture which we would inform her was not in yet On one of the conversations we told her we had another set that was a little lighter in color and asked if she would like us to bring it out instead She agreed, the only thing with that set was there was a little damage on the the corner of the headboard, nothing extreme at all We even agreed to switch it out the headboard when our next shipment came in She said ok Not much later she called again and then said she changed her mind and wanted a refund She also stated that wanted the money to spend on something else I feel that we have gone above and beyond to make Mrs [redacted] happy In the original sale, she agreed upon the display pieces, but we sent out brand new one's instead We also made multiple trips at this point, and allowed her to use our furniture until the new pieces came in We do not feel like she is being fair at all We do not like knowing that any customers have left here unhappy, but we also know that sometimes you can't make everyone happySincerely, E & S Mattress and Furniture, [redacted]

Hi, My name is [redacted] , I am the manager that responded to this claim originally This is the second time we have responded to this claim from Mrs [redacted] and the Revdex.com We have in no way Stolen from Mrs [redacted] , and what she is stating is not true.We offered to resolve the situation, but she is unwilling to allow us to do that Credit Card company ruled in E & S's favor Our company would really like to get this resolved if she would allow us to, but she is not Thanks so much [redacted] E & S Mattress Discounters

Hi, My name is [redacted], I am the manager  that responded to this claim originally.  This is the second time we have responded to this claim from Mrs.  [redacted] and the Revdex.com.  We have in no way Stolen from Mrs.  [redacted], and what she is stating is not true.We...

offered to resolve the situation, but she is unwilling to allow us to do that.  Credit Card company ruled in E & S's favor.  Our company would really like to get this resolved if she would allow us to, but she is not.  Thanks so much[redacted]E & S Mattress Discounters

From: [redacted]
font-family: arial, sans-serif;"> <[redacted]>Date: Thu, Sep 17, 2015 at 1:09 PMSubject: [redacted]To: [redacted]
Dear Revdex.com,
We at E & S feel that we go out of our way to make all of our customers happy.  We are known in the community for our excellent customer service, and we pride ourselves in that.  When Mrs. [redacted] first came in to see us about furniture, she said she was looking for something inexpensive for an extra bedroom.  We at that time took her to a set that we had on promotion.  The particular color she preferred was a lighter color, but we did not at the time have that set in a box.  The only pieces we had left were the display pieces on the floor.   We offered Mrs. [redacted] at that time a discount on those pieces because they were our last ones.  She agreed on the pieces and the price.  She also inquired about are return policy, which we stated at the time, we did not do refunds. We have our no refund policy on our walls and our invoices.   
After we delivered her set and set it up for her she called to the store and stated that after looking at it again, she really would rather have better pieces.  We ultimately agreed to replace the pieces because we informed her that we wanted her to be happy. We also at that time explained to her that we would not have another shipment in for another 4-6 weeks, which she agreed to wait for.  We allowed her to hold on and use the furniture until we got our new shipment in.  
Mrs [redacted] called us every week, sometimes multiple times a week, asking us about the furniture which we would inform her was not in yet.  On one of the conversations we told her we had another set that was a little lighter in color and asked if she would like us to bring it out instead.  She agreed, the only thing with that set was there was a little damage on the the corner of the headboard, nothing extreme at all.  We even agreed to switch it out the headboard when our next shipment came in.  She said ok.  Not much later she called again and then said she changed her mind and wanted a refund.  She also stated that wanted the money to spend on something else.  
I feel that we have gone above and beyond to make Mrs. [redacted] happy.  In the original sale, she agreed upon the display pieces, but we sent out brand new one's instead.  We also made multiple trips at this point, and allowed her to use our furniture until the new pieces came in.  We do not feel like she is being fair at all.  We do not like knowing that any customers have left here unhappy, but we also know that sometimes you can't make everyone happy.
Sincerely,
E & S Mattress and Furniture,
[redacted]