Eynon Furniture Outlet

This product has been exchanged on 07-20- Our Service Department and Warehouse manager carefully inspected the new piece and particularly for any loose seams It appeared to be the main factor of concern The piece is in perfect condition The seams are fine Our delivery team photographed the condition of the unit upon it's delivery to indicate it arrived in perfect condition We often encourage customers to select a different style or brand of furniture if they are having problems with a particular style The consumer decided to get the same series again [redacted] Note,the particular issue with seams splitting has not been reported by other customers with this series Therefore I do not believe it is a design flaw for the series The [redacted] family purchased our extended [redacted] FURNITURE SERVICES warranty This is a nationwide company If they move and need to make a claim, they can do so online by entering that name They do not need to bring it back for serviceIf they should need any assistance from us in doing so, they can contact our Service Department

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered] Complaint: [redacted] I am rejecting this response because: first of all, I only received a vm from Pam on Tues 11/from the warehouse dept of EFO explaining a day before this all came to pass that guy who was going to come to the store had very limited hours before noon for the day of Wed 12/and that I needed to be there at lunch with my couch cushion before he left the store, 2nd of all when I called Pam back to explain I had to work, she left for the day and I had to leave a vm explaining that I was in meetings all day on wed 12/and that I could not come until Thurs 12/2, you can verify this with my manager if you don't believe meshe called in the am the next morning and left me another vm stating that I could bring a cushion from my couch and leave it at the store for the exchange, but that I would not receive the actual replacement cushion until Monday because the guy was off for the next days???! Really? I have her messages saved to a vm and I will keep these recording for any court proceedingsYou actually want me to bring in my couch cushion and leave it at your store and drop it off so I have no cushion for days until Monday to sit on? Is this customer service to you? are you insane? also, I hope to subpoena the telephone records for EFO to prove they have not been in contact with me as many times as they claim to be, I am not making threats, I am asking for customer service and I requested to return this furniture on the day after it was delivered after I stopped back at the store on the same day of the furniture delivery within hour of the couches being delivered in the condition they were not sold to me in, if they didn't think they could fix the issue fastI was told by salespeople that work in the store and I was told by Gayle the vice president, I could not return the couches, but they would fix the issue fastmonths is fast? and it is going on month #and still nothingI told Gayle I would return these defective or unsatisfactory furniture items back to the store and she said that even if I had a police escort come with me, she said she would not accept the couches back at the store, and so I explained how they lied and sold me a product upgrade that was not installed or meeting the same product samples they have in the store to sit on as a upgrade cushion model and she refuses to believe that I am not being taken advantage of, because her complete lack of cooperation, time and communication with me as well as she fails to understand that I ordered the couch and the love seat and chair with the upgrade cushions because the furniture itself is junkI can buy the same sort of style or set at [redacted] , they refuse to bring up the fact in their customer service rebuttals that I have been more than patient with her and between the run around of trying to find Gayle between her wilkes-barre store and the Dunmore store where I purchased the furniture, and also all the excuses she gave me for being too busy to work on the cushion or concern, is obviously not being mentionedI want the replacement cushions and I want $back in cash or check, I gave $to hold my order at the store and now I am being given the run around againI never used the couches because they are due to be returned or fixed, when you buy or order a product that turns out to be defective or not as described in the sales pitch or store, you obviously do not want to compromise the product by using it, so that is why I explained that this furniture belongs to EFO and I will not pay for it, it must be refunded and/or they must exchange the correct upgraded cushions for all pieces and honor my request for the discount for poor customer satisfactionThe loan company will not pay out and I never bought this furniture in this condition, it was literally dropped off at my house by deplorable looking people who almost broke my door jam trying to get the pieces in my home and also the people who came over 2x to my home to investigate the furniture both agreed with me that their was obvious defect in the fact that a the cushions and the furniture is uncomfortable and not as describedThis is so ridiculous that they continue to give me the run around and on top of it all, now they want to say that because I work upstairs, I have nothing better to do at my job then run downstairs with a couch cushionI am a corporate trainer and I have a schedule which I explained to Pam on a vm, the person who is responsible for being childish and also unprofessional is Gayle the vice presidentShe is full of promises, excuses and now she is saying I am the one who is being unreasonableshe thinks she can walk all over me and she has me confused with a door matStop all this nonsense and give me the satisfaction of my couch and love seat in the condition it was purchased with the upgraded cushions and refund me for my time spent having to explain how poorly you handle your service with customers and the months it has taken for you to get around to finally trying to help mePlease stop harassing me with your volatile comments and try to be someone who pretends to be there for your customers and take responsibility for the mistakes alreadyIf You trying to make this publicity stunt look like I am an it , consumers will read between the lines and think twice before walking into your storesPut yourself in my shoes and ask yourself this, would you be happy with the quality and time it has taken to rectify this matter? Am I being unreasonable for wanting to pay for what was sold to me, or do you expect me to just pay for the fact that I am sitting on merchandise that I never wanted in this conditionYour workers were not bathed, dressed in any type of EFO attire and the truck came to my house in an unmarked vehicle, I looked like a scam from the get go and it seems to not changeI'm not happy and you have obviously not considered your reputation Regards, [redacted] ***

[redacted] and [redacted] were in on Sunday 3/and placed the order for the twin extra long adjustable bases, (King size) At the time they knew that we had to order the product - that it was not in stock.The average ETA from this vendor is approximately weeks and this was put on the sales order in the upper right cornerPlease let us know if you would like a copy of the original written Invoice It lists arrival as an ETA and also indicates it is merely an estimate.The order was place with the Factory and the third party freight company picked the shipment up from the factory on the 14th.This was all normalThe region was then hit with the "Stella" Blizzard that put Pennsylvania and other states in a "State of Emergency"This stopped all shipping for a number of daysAnd held this order upDue to EFO's "Outlet" pricing, the policy is that "All Sales Are Final"This is posted throughout the showroom.It is also written on the sales order and we address it at the time of the purchase [redacted] signed the front page of the agreement where it says that ALL SALES ARE FINALNO RETURNS or REFUNDS, and then again signed the back of the agreement where the Terms and Conditions of the Sale are fully disclosed.In addition, the salesperson circled ALL SALES ARE FINAL on their invoice.The order was processed and shipped accordingly, we just could not control the weather factor whichhas held it up shortlyThis is why it is at ETAEFO has no desire to mislead any customer about arrival dates We try to give a fair estimate according to our experience with each company But we don’t estimate times with the anticipation of extreme weather conditions, This product has arrived in our warehouse in Pittston and we are happy to schedule a date for our customer to pick it up as planned in Wilkes Barre

Mr [redacted] gives the impression that we are ignoring his situation and him This is totally false On Nov 11, our Service Department left him a message on his phone stating we have ordered high density foam cushion as a trial piece I had discussed this option with him a few days prior to that I told him it would take at least weeks for it to arrive There was no reason for us to call to say" it's not here yet" It arrived in days, which was yesterday, Nov 28th (that's with holiday days included)Today, (the next day after it arrived), Our Service Department called him (Nov 29th) with hope he can bring in his seat cushion to our Dunmore store tomorrow (Nov 30th) where we can replace the foam with the new one He would be able to pick it up when he leaves workwe are trying to make special arrangements so he can have the new foam as soon as possible He works just upstairs from our Dunmore store so there is no extra travel time required on his partAnd before this, we have been to his home twice, plus had numerous conversations and updates with him by phone Please notethis is not something damaged that needs to be fixed This is a comfort issue and we had go back and forth with England, the manufacturer seeking direction and wait for their response Then seek advice when they said the set is functioning properly I state this because he feels we are not handling this quick enough I did go over this process to him trying to explain it In addition, my Service Tech and assistant went to his home earlier this month and afterwards they stopped at the Dunmore store to check the floor model versus his set When they arrived, he was already there complaining that Service is not helping him My Service Tech heard him and told the Manager they just came from his house!!My apologies to Mr [redacted] but we are not "Miracle Workers" who can make everything perfect just by sitting, inspecting and taking pictures We need to report everything back to the manufacturer Therefore his statement of "No Communication" is incorrect but he continues to say this to us and to you In response to his inability to use the furniture during this time frame, allow me to state that I have told him and encouraged him to use the furniture I stated that we are replacing the foams inside the seats This has no effect on his using his furniture I have told him this personally, several times.Mr [redacted] appears to give the impression we are so unprofessional that we dropped off furniture that is awful and he is left on his own to deal with this terrible situation Also that we employ awful delivery men and evidently we are all inefficient at our jobs Sorry you feel that way, sir.This is a beautiful living room set that he special ordered as a sleeper sofa, loveseat and matching reclining chair All in beautiful condition except that he feels the seat cushions are softer than he expected And upon our inspection and the confirmation from England, the pieces are supporting a person properly You do not "sink" but the seat compresses as the person sits on it As England stated to me, "you don't want to feel like you are sitting on bleachers".Although Mr [redacted] threatens all kinds of punitive action upon us, we are trying to accommodate him in the timeliest manner we can And, I am sorry "several holidays" have passed, as he stated in his rejection letter I only am aware of Thanksgiving holiday It's unfortunate you would not allow your guests to enjoy your new furniture You might find out they think it's very comfortableGail A B [redacted] , VPres, EFO Furniture Outlets

Our interest was to see if it was working when tech left her homeIt was not In case it was something quicklly adjusted, we held off on offering to exchange The technician informed us and then we were ready to exchange it We will contact to give her choice to exchange for the same style or reselectdays are given to make a new choice if reselect is chosen An exchange only requires OK from our customer to EFO's Service Department [redacted] M-F , 7:00am to 2:45pm and we will schedule it.Thank you

This is my second complaint: electric recliner purchased on 5/14/March chair stopped working so I call EFO , they said I had to call service deptService deptsaid someone would get in touch with me with in hrs., which did not happenFinally someone got in touch with my husband to set up an appointA part had to be orderedAbout 4to weeks later he finally showed up with partThere was much confusion between the store and repair person regarding where the part was sentIn calling EFO they implied it was no longer there problem, but the service deptproblem, indicating they don't stand behind the product they sell, after soldSomeone finally came out, chair still not workinglast week we heard from someone saying the tech had sent in his report and the part was being orderedToday, 6/8/17, I get a call saying the part had to be ordered, apparently they couldn't order the part with the same information and asked if I wanted them to order itI said EFO will soon be having the chair sitting in front of their front doorShe said the part would be ordered.TranslateDesired Resolution / OutcomeDesired Resolution: RefundRefundselectDesired Outcome: I just wanted to get it fixed before, but at this point now I would like a refundI have been without my chair since March and the run around I feel I am getting is no longer acceptableI believe they should fix my chair AND refund the money for the chairI know you say: Revdex.com cannot pursue requests in exchange for frustration or aggravation, etc., but REALLY, almost months since broken chair reported! Someone needs to take responsibility!

October 30, 2017Dear [redacted] ***,Our Bedding Buyer resolved this situation with the [redacted] residence.He inspected the adjustable bed and successfully corrected the wires.The bed is working, properly and we have been infurmcd that nur customer is satis?ed.We are grateful for their patience.Sincerely, Gail BVP

Allow me
to apologize for the frustration experienced at our
company
Due to the
personal use of furniture, it is important for us to get authorization
from a
manufacturer or an inspection before taking back furniture
To start,
I need to explain our policy regarding ** ***'s situation** *** has a copy of her invoice and it was explained to her about
our No Refunds Policy. She also signed below this statement on the front of the invoice
NextWhen she
purchased her furniture, she had the option of picking up
the
furniture or paying $plus tax which equals $for delivery
If she
paid for delivery, the fee covers year of in-home repair service
As a pick
up, the item still has it’s warranty but items have to be brought
back for
repairs or for replacements by the consumer.
Or the
consumer can pay travel fees for the technician to come to the home to inspect
and
service or
replace as needed.. I state all this
to help ** *** understand our process
In this
situation, we authorized an exchange without going to the home as OK'd by *** Furniture
** ***
preferred to have the new one delivered so we charged $90.10,
payable to
the driver
The exchange was never completed because she
said the new set had the same
Issues and she did not pay the COD fee.
Our
service technician has now gone to the home, took pictures and reported the
issues
Although
we are willing to let her select something different, I first need to address
the
Conditions
for exchange and her options:
1)
A new seat cushion ordered from the
manufacturer can replace the one that is too longThis would return her set to the standards acceptable to the manufacturer2)
I inspected this style on the showroom
floor in *** and
the gaps
(spaces) she reported between the back pillows is the same on ***’s set
The gaps
were also on the new set they were delivering to her home and the reason for her complaint
That is the way it’s produced at the factory.
Unfortunately, we can’t correct what meets factory standards for the
design.
But I am
welcoming her to go back to the *** *** store and look at
the one
she originally saw. If it is more
acceptable to her, we can give her that one
3)
She can select something different. However if she chooses to reselect, we must be notified through her correspondence
with the Revdex.com in order to close this case or contact our service department ###-###-####.
Instruction would then be sent to the *** *** store
Pick up of her original set needs to be done within days of that date
4)
In order for us to take back her set, it
must be clean and free of animal hair
I
understand that pets and children can make things dirty but in order for us to
ship it
back to the manufacturer, it needs to be clean
The manufacturer does not expect it to appear perfect, but it has to be relatively clean,
including
Under the
seats when they are removed
4)
** ***’s last option is to keep the set
currently in her home. If she likes the
style,
and is
willing to accept a new seat ordered by our service department for the
cushion
discussed in #1), we can order it and no exchange is needed. Our service
department
would contact her to pick up the new cushion when it arrives.
There is
no charge for warranty issues unless a service technician needs to come to her
home. (unless she pays a flat travel fee that
covers until her year warranty expires.)
5)
If she decides to exchange or reselect, we
can pick up the original set the same day she schedules
it’s delivery, or if
she chooses to pick it up, we will schedule a
date for our delivery truck to bring her
set back PRIOR to taking her new set
so it can be inspected and approved
Again, a Pick- Up of the new set is free, a Delivery fee is charged if she wants us to
deliver it
Note** *** never paid the $she referred to in her letter.
In conclusion, if ** *** has any questions how to proceed, she can contact the store with questions or our
Service Department. They will explain anything that is unclearSincerely,
*** * ***
EFO Furniture Outlet

After receiving my complaint I was contacted by management of EFO and am satisfied that my issue has been resolved with the replacement furnitureI thank you for your assistanceMy complaint number is on the subject lineThank you*** ** *** *** ***White Haven, Pa

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meIt has been a week since I was informed from the business directly with the same message that they would authorize the refund and I have yet to hear back from them.Regards,
*** ***

Mr *** selected a living room set shown on our Dunmore floor. An upgrade option is
availableto add coils in the foam seat cushions for the sofa and loveseatThe Recliner he selected did not offer this optionThe upgrade makes these pieces a special order purchaseIn addition, he wanted the sofa made as a sleeper sofaThat is also a special order optionMr *** “did” order this with the expectation of a more firm seat cushionHe was not satisfied with the coil inserted seats We inspected the foam seats on his set and confirmed that he “did” get the coil seats upgradeAfter conversation with the maufacturer, they clarified the purpose of their particular coil seating and why the coils feel different in Mr ***'s cushions compared to a sample chair with the same coil system at our store I explained this to Mr *** and he acknowledged that the type of fabric around the cushion can affect how quickly air pushes out of the seat when sat uponthus a more firm seat feel comes with a very tight weaved fabric compared to a quicker release of air in the foam, (foam compressing more quickly), thus a “softer” feel, with a looser weaved fabricI addition, their coils are inserted for better resiliency of the seats to stay looking like new rather than flattening With this being said, let me state there is no defect in the product purchasedIt is performing properly according to the manufacturer and is exactly what was ordered and paid for according to his invoice Now, even though England Furniture produced the entire set correctly, I am aware Mr *** was expecting it to feel differentI have ordered higher density foam cushion core which EFO must pay for. When it arrives, we will contact Mr *** and the foam will be replacedIf he likes it better, we will order and pay for the remaining sofa and loveseat cores in this higher density.
We are not charging Mr *** the $fee we must pay in order to get these coresBut I won't purchase them without his approval
There is no other option available to satisfy him
In conclusion, I am stating that EFO has not used any “gimmicks” or deception as Mr *** has statedAnd we are addressing his concern in the most reasonable wayThe steps required all take timeIt is done like an investigationWe find out if there is an errorIf no error, we find out what the manufacturer suggestsBut it's back and forth with photos, inspections, emails, phone calls etc
In conclusion, EFO wants our customers happy with their purchase

Mr *** selected a living room set shown on our Dunmore floor. An upgrade option is availableto add coils in the foam seat cushions for the sofa and loveseatThe Recliner he selected did not offer this optionThe upgrade makes these pieces a special order purchase
In addition, he wanted the sofa made as a sleeper sofaThat is also a special order option.Mr *** “did” order this with the expectation of a more firm seat cushionHe was not satisfied with the coil inserted seatsWe inspected the foam seats on his set and confirmed that he “did” get the coil seats upgrade.After conversation with the maufacturer, they clarified the purpose of their particular coil seating and why the coils feel different in Mr ***'s cushions compared to a sample chair with the same coil system at our storeI explained this to Mr *** and he acknowledged that the type of fabric around the cushion can affect how quickly air pushes out of the seat when sat uponthus a more firm seat feel comes with a very tight weaved fabric compared to a quicker release of air in the foam, (foam compressing more quickly), thus a “softer” feel, with a looser weaved fabricI addition, their coils are inserted for better resiliency of the seats to stay looking like new rather than flatteningWith this being said, let me state there is no defect in the product purchasedIt is performing properly according to the manufacturer and is exactly what was ordered and paid for according to his invoiceNow, even though England Furniture produced the entire set correctly, I am aware Mr *** was expecting it to feel different.I have ordered higher density foam cushion core which EFO must pay for. When it arrives, we will contact Mr *** and the foam will be replacedIf he likes it better, we will order and pay for the remaining sofa and loveseat cores in this higher density. We are not charging Mr *** the $fee we must pay in order to get these coresBut I won't purchase them without his approvalThere is no other option available to satisfy himIn conclusion, I am stating that EFO has not used any “gimmicks” or deception as Mr *** has stated.And we are addressing his concern in the most reasonable wayThe steps required all take timeIt is done like an investigationWe find out if there is an errorIf no error, we find out what the manufacturer suggestsBut it's back and forth with photos, inspections, emails, phone calls etc... In conclusion, EFO wants our customers happy with their purchase

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because: I believe the offer from EFO is incorrect in that my request was for 25% of the loveseat/chaise purchase price of $or full refund for the return of all merchandise I am uncertain as to EFO's $price quote calculation, as I am referring to my receipt of $EFO is also mistaken in their reply, as the cushion was not made of bonded leather and the in stock loveseat/chaise configuration on the EFO showroom had the exact fabric, reversible (replacement) cushion available the day my husband picked up the corrected cushionWhen *** took my husband to the floor model and discovered this he became very angered and defensive, stating "How was I supposed to know?" Also at no time did my husband refuse a $check from *** *** gave my husband a copy of the letter *** was going to mail us and then asked him to leave his store stating "I know what kind of people you are, I changed my mind I'm not giving you anything." This said in front of store customersI understand EFO may feel that 25% of the purchase price is excessive for a loveseat cushion that we eventually received, however that includes the lengthy, unorganized, unprofessional manner in which business was handled, toward me on several occasions over the telephone, by EFO employees to the unfair treatment my husband received from ***, the owner of EFO, while in his storeI feel this is quite a small price to payMay I add that I am saddened by the fact that to date, EFO has not addressed nor apologized for the actions of their employees and/or owner
Regards,
*** ***

My apologies to ** *** *** for the repair delays Our company contracted a Professional repair service company in March There was a confusion by EFO's Service Department with the system EFO was updated that someone inspected the chair and parts were needed to
complete it Pam in EFO service unknowingly ordered the required parts for ** ***'s chair and they were sent to our EFO warehouse in Pittston, Pa They should have been shipped directly to ** ***'s home and the Service company would contact her to see if she received them The Service repair company was waiting for EFO to give them authorization to order the parts while EFO had already ordered them Then we had to make arrangements with the Professional company where and when we can have the parts sent to our Dunmore store for his pick up As for phone call confusions, again, my apology I have informed the *** *** *** *** that calls/emails should be directed to EFO's Service Department because our showroom personnel are not fully trained nor are they able to address ongoing repair issues unless they are specifically updated They usually have to refer people to EFO's Service Department which is not at the store location.In addition, we were informed by both the Service company and ** *** that a repair date had not been set due to conflicts between the technician and her A date has been set for Wednesday May 24th The technician still needs to pick up the part in our Dunmore store and then proceed to her home I know this is not the problem of our customers but I hope that a better understanding of the circumstance will help pardon us for some of it Our intention at EFO Furniture is to elevate our service with outside help and modern technology But with all new systems, there are a few glitches As I recently visited my Doctor's office, they were changing computer technology to better assist patients but during the transition, things were a bit confusing and slow for them as they admitted I thank you for your purchase and I hope that this new unit corrects your chair so it is fully functional again.SincerelyGail A B***, VPres.EFO Furniture Outlets

** ***,We are proud of our years of providing great value in furniture and mattresses to over 100,customers in NE and Central Paand are A+ rated with the Revdex.comOur record stands for itself, but that doesn't mean we do not make mistakesHaving to re-route and
re-schedule truckloads of furniture because of a record breaking snow storm has been daunting and our personnel has been working overtime to catch upAgain, I apologize that your delivery wasn't re-scheduled in a timely mannerAll the personnel in Bloomsburg are new since we just opened weeks prior, and it was missedTherefore, I am approving the refund of the delivery fee as per your Revdex.com demandWe will contact you this week to get your card number to process the refundThank you

..
[redacted] is the Guardian of [redacted]. ...

The bedroom was selected by her and her son
Brandon, but [redacted] of Northeastern Pa submitted payment for the furniture.
Upon arriving at their home, our delivery men discovered the
path upstairs to the bedroom had ,many personal items on the stairs and the
designated room still had pieces of another bedroom set there.  As per our
invoice terms, we must have reasonable, accessible pathway to deliver
furniture.
 Our delivery team
contacted the store and the warehouse to get direction what to do.  We do not normally move the customer’s
furniture into other rooms unless requested in advance. with applicable fees applied.
Upon learning further details, the Manager of the Warehouse
authorized them to remove whatever pieces from the room as needed and clear the
stairway to complete the delivery. 
By this time [redacted] wanted to cancel the sale and be
refunded, even when they offered to move everything but she was already very
upset. 
Joe, the President of EFO spoke to her without any
resolution so he contacted
[redacted], the [redacted] caseworker.
[redacted] tried to reconcile the situation
but [redacted] hung up on him.  We
informed him of our cancellation policy which is printed on the front and back
of our invoices.  It stated that all
sales are final.  No refunds or
exchanges. 
However we did
refund the money minus a 10% restocking fee plus the cost of the delivery.  [redacted] was informed of this as well during one of the calls she made to us. 
 [redacted]
stated  that our men would not deliver
the products and that’s why she cancelled. 
The gentleman with the “back problem” has worked for us many years.  He has insurance and delivers furniture
daily.  No other incidence was
reported  that day of difficulty with
delivering.  The other gentleman she
states was on the phone the whole time was speaking to people from our company
trying to report the situation and get direction..
I certainly understand that she was extremely unhappy and
handled it accordingly.
In closing, we returned the money to the account minus our
fees.  Our business thrives because we
sell and deliver furniture to our customers. 
What good is it to load all the furniture into the truck, send 2 men to
a customer’s home, and then tell the customer we can’t give it to them?  We want to complete the delivery and go on
to the next. 
We certainly don’t want to bring it back and put it all away
in the warehouse racks again.  And we
also don’t want our customers so angry that they threaten and demean every
person who answers the phone throughout that day.
Our delivery men acted appropriately by contacting someone .  They couldn't safely and
properly deliver it without breaking company rules.
We feel that the delivery situation was unexpected and the employees being called were unaware it was for an [redacted]
residence.  (only a name and address
appears on paperwork and in the computer unless they read payment
information).  Once the situation was
understood, we offered further assistance. 
We certainly apologize to [redacted] that he did not
get his furniture. 
 
Although [redacted] may still want the full amount returned
to the account, we feel that we should be compensated for our intent to fulfill
the contract.
If you should request further information, please contact me
or [redacted] at [redacted] who handles his case.
Thank you,
Gail * B[redacted]
EFO Furniture Outlet

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because: 
First, I have a copy of the attached letter that **. [redacted] gave to my husband after a requested phone call from **. [redacted] was not received the previous day, as agreed upon.  
Second,  I do not dispute that the letter and **. [redacted]'s initial response to this complaint apologized for the "inconvenience" of the wrong sized cushion.  
It is also correct that **. [redacted] nor I were present for the conversations that took place between my husband and **.[redacted]. However, if what my husband stated to me was any sort of apology from **. [redacted] himself, it was a very sad attempt, as **. [redacted] was unconcerned, defensive and just downright rude on both occasions.  
As I explained in my initial complaint and previous response, **. [redacted] nor **. [redacted] have ever even addressed, let alone apologized for, the unprofessionalism and rudeness experienced by myself as well as my husband, by EFO's employees mainly manager, [redacted] and the owner himself, **. [redacted].  
Let me also clear up the fact that my husband was given a copy of the above referenced letter by **. [redacted] in **. [redacted]' office and it was not until my husband asked him to sign the letter stating we did not receive the $50check, as stated in the letter, that he told him to leave the office, where he then led my husband to the showroom floor to an employee stating "Is the person you said was rude to your wife on the phone?" humiliated him, and then told him to get out of his store stating he wasn't giving him anything.  
Might I add that he said to my husband upon leaving EFO, "don't even bother getting a lawyer it will cost you more than it is worth and I have an A+ rating with the Revdex.com."  This is the reason I feel the complaint should go on!  
Returning a defective product and receiving a new one doesn't fully reflect what the customer paid for. Eventually fixing what the retailer failed to do the first time and mistreating the customer does not honor the customer.  $77 is insulting.
Truthfully, I am having hard time enjoying this couch. 
My request stands at 25% of $839 or return of merchandise for full refund.
 
Regards,
[redacted]

This product has been exchanged on 07-20-16.  Our Service Department and Warehouse manager carefully inspected the new piece and particularly for any loose seams.  It appeared to be the main factor of concern.  The piece is in perfect condition.  The seams are fine.  Our...

delivery team photographed the condition of the unit upon it's delivery to indicate it arrived in perfect condition.  We often encourage customers to select a different style or brand of furniture if they are having problems with a particular style.  The consumer decided to get the same series again.      ** Note,.. the particular issue with seams splitting has not been reported by other customers with this series.  Therefore I do not believe it is a design flaw for the series.  The [redacted] family purchased our extended [redacted] FURNITURE SERVICES warranty.  This is a nationwide company.  If they move and need to make a claim, they can do so online by entering that name.  They do not need to bring it back for service. If they should need any assistance from us in doing so, they can contact our Service Department.

Our customer purchased a living room set with sofa, loveseat, tables and lamps.on April 5, 2016Upon delivery of the furniture, April 12, 2016 the sofa was damaged while on the truck.  It was returned back to our warehouse.  We had no more inventory to re-delliver so there would be a...

delay to order a replacement part.Ms [redacted] asked if she can reselect a different set.  We authorized it.  Since that time, they have come back and made a new selection.  It is scheduled for delivery on May 10.There are no additional delivery fees.If there is any difference between the original purchase price and a higher price new set, the consumer will be responsible for the difference.It is our expectation that everything will go well.  We appreciate their purchasing from us.Any further questions can be directed to me at this email or ###-###-####

Our interest was to see if it was working when tech left her home. It was not.  In case it was something quicklly adjusted, we held off on offering to exchange.    The technician informed us and then we were ready to exchange it We will contact to give her choice to exchange for the same style or reselect. 30 days are given to make a new choice if reselect is chosen.  An exchange only requires OK from our customer to EFO's Service Department  [redacted] M-F , 7:00am to 2:45pm   and we will schedule it.Thank you.