Feed Service, Inc.

To Whom it May Concern, I have spoken with the customer about her concerns and have addressed them accordingly. The customer will be in contact with me about the rug directly. Thank You, *** Service M*** Pilgrim Furniture
& Mattress City *** ** ***

Good Afternoon, This customer issue has been resolved. An exchange was done on 9/20/and a refund of the difference was given to the customer. Thank you, ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me*** from Pilgrim City contacted me, and has offered to take the rug back, and give us a different one We will be going this weekend to pick one out The mirror issue hasn't yet been resolvedThe new mirror was delivered the beginning of September, but this one was damagedA technician came out to see if it could be repaired, but said it couldn't, so another one has been ordered again*** and *** have been very helpful in trying to get this resolvedThe manager that was so rude and didn't seem to care at all about everything that has been happening is no longer working thereI feel confident that *** and *** will help get everything taken care of
Sincerely,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and find that this resolution is satisfactory to me
Sincerely,
*** ***

To Whom It May Concern: The customer purchased her *** set from Pilgrim Furniture on 9/4/and Pilgrim offers a standard year warranty on the merchandise for manufacturer issues. At the time of purchase the customer choose to buy
an extended warranty through Protection 1st to cover accidental damages. The last time the customer was in contact with Pilgrim Furniture, before now, was 5/16/13. The customer is now out of their warranty and needs to work with Protection 1st to resolve the issues. The customer did this, and Protection 1St ordered new pull handles for the customer. These were sent to out to customer on 6/25/15, UPS tracking # ***. This was for claim #***. Thank you, *** *** Pilgrim Furniture & Mattress City Service Manager

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me so long as the return is for the full amount paid to include taxes paid and the purchased protection plan on all six chairs, dining room table, hutch, matching coffee table, and matching end table.
Sincerely,
*** ***

From: *** *** Sent: Tuesday, May 01, 2:PMTo: ***Subject: [SPAM?] Respond to a Complaint Form ***
Complaint ID#: ***Company Name: Pilgrim Furniture CityCompany Contact Name:
Michael A***Company Contact Phone: ###-###-####Company Contact Email: ***Consumer's Name: *** * ***Revdex.com Staff Member (if you know): *** ***Complaint Information: Good Afternoon, My name is Justin S*** and I'm one of the Store Managers at Pilgrim Furniture & Mattress CityI spoke to the service manager who spoke directly with *** ***If the customer was still located in the State of *** where our business is located we would be more than happy to assist and help with the warranty directlyHowever because the customer has relocated out of state and we don't have any location out of state where they have relocated the only course of action they have is to go directly through the manufacturerOur service manager provided the contact information that was given directly by the representative who handled that particular line of bedding in our store which was ###-###-#### and their operating hours are Monday through Friday 8am-5pm*** *** will still be covered under the manufacturers warranty which will be honored by *** directlyWe pride ourselves in the customer service we provide and we always help our customers find a resolution to any problem but the obstacle in this situation is they are no longer in state and were given the information to go directly through the manufacturerIf I can be of any other assistance please don't hesitate to reach out to me directly at the store located in *** ** at ###-###-#### ext: *** Thank you very much for helping resolve this misunderstanding, have a great day!! Kind Regards, Justin S*** Store Manager Pilgrim Furniture & Mattress City ###-###-#### Ext: ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***

From: S*** *** *** Sent: Tuesday, August 29, 6:PM *** *** *** *** Subject: Re: You have a New Message from Revdex.com Serving Connecticut Regarding Complaint *** Pilgrims response to my initial claim: To Whom it May Concern: Pilgrim Furniture has reviewed the complaint and contacted the consumer, Shannon Conway, directly. Pilgrim sent a technician at no charge to inspect the sectional in question. Upon inspection our technician, who has over years of experience, found that damages done to the sectional was from customer abuse. The damage was extensive and done over an extended period of time. As a courtesy Pilgrim offered to do a best effort repair, sew and clean the 2pce sectional from which the consumer paid $for. The consumer denied this service. This set is far outside the one year warranty from manufacture defects that Pilgrim offers. The customer is unhappy with the extended warranty company which is a separate entity from Pilgrim Furniture. I explained to the consumer that she would have to speak directly with the company, Protection First to discuss her concerns. Thank you, *** ** Service Manager My response to the above comments: Good day, In response to *** comments regarding my complaint, I was contacted by *** who, on the phone, mentioned that this is in fact not the first complaint she has received regarding this type of situation and assured that they would be sending out their top technician to look at my sectionalThis technician did come to our home and agreed that there was extensive damage to the sofa and made notes on exactly what needed to be repairedWhere and how the technician and *** seem to think that the damage to our sofa is due to "customer abuse", I am not entirely sure and I would like for someone to elaborate and show me how myself and my husband sitting on a sectional could have caused this much damage. Of course the damage is over a period of time, as I have stated before, I have waited MONTHS for it to be fixed, so of course the initial damage is going to be worseOver the course of 17months the initial rip naturally got worse because no one has come to fix it! After years of ownership, a couch should not rip, so this is a quality issuePilgrim trains their sales people to sell a warranty through Protection First so Pilgrim has some responsibility when there are issuesI was told by *** that the warranty company will only repair the right side of the sectional - with no valid explanation, because that makes no sense, no where in the warranty agreement does it state that only a portion will be repaired, and if that is the case then Pilgrim has to take ownership for the lack of quality! As a correction to the above purchase price stated by ***, with the receipt in front of me, In 2013, we paid $for this sectional, excluding the $for the warranty and an additional $for a dining room table. As I mentioned to *** on the phone, I did not find her solution acceptable and asked that the operations manager call me personally, there was no mention of me "denying" anythingShe said she couldn't guarantee that the Operations Manager would call me but would try, I have yet to hear back from anyone at PilgrimThe customer service is shocking. A company selling a warranty to their customers for furniture that should last well beyond years, they need to take responsibilityI have contacted the warranty company too and they tell me to contact Pilgrim, I have Pilgrim saying I need to contact the warranty company, its ridiculousThe warranty company is not separate from Pilgrim when Pilgrim is selling their services to their customersI paid for a warranty sold to me by a Pilgrim salesman, and I expect this sectional to be fixedI have sent numerous pictures of the damage, so between Pilgrim and Protection First, someone needs to figure out how this is going to be resolved. Best, ***

We at Pilgrim Furniture have attempted to resolve the issues with the furniture on multiple attemptsWe cannot provide this customer a product that is up to their expectationsWe will issue a pickup of the furniture and apply a full refund on the returned items.Thank You.Nick
S*Operations Manager

Complaint: [redacted]
I am rejecting this response because: It has been 6 months and I am still waiting for [redacted] to come to my home. They said they "Migh"t come out Aug 3rd.  They willl confirm the day before. They claim they had been waiting for Pilgrim to call when the parts came in. When the warranty was sold to me by Pilgram I was promised" Everything" was covered for 5 years? ~ Guess he was a great salesman......................................................I feel they should have taken some responsability since they have a dept. that deals with wararranty and they sold it to me. 
Sincerely,
[redacted]

To Whom it May Concern,       We have reviewed the customer's Statement of the Problem.  Pilgrim will be happy to assist the customer with the issues they are having with the extended warranty company.  Pilgrim has spoken with the customer and we...

have ordered new cushion cores and casing that have the odor.  These parts will arrive at our Southington Pilgrim location in about 4 weeks, the customer is aware of this and has plans to pick them up here once they arrive in.  Alison K.

To Whom it May Concern:      Pilgrim Furniture has reviewed the complaint and contacted the consumer, [redacted], directly.  Pilgrim sent a technician at no charge to inspect the sectional in question.  Upon inspection our technician, who has over 20 years of...

experience, found that damages done to the sectional was from customer abuse.  The damage was extensive and done over an extended period of time.  As a courtesy Pilgrim offered to do a best effort repair, sew and clean the 2pce sectional from 2013 which the consumer paid $2231.16 for.  The consumer denied this service.  This set is far outside the normal one year warranty from manufacture defects that Pilgrim offers.      The customer is unhappy with the extended warranty company which is a separate entity from Pilgrim Furniture.  I explained to the consumer that she would have to speak directly with the company, Protection First to discuss her concerns.   Thank you, [redacted]  Service Manager

Good Afternoon,     A service technician  has been scheduled to go to customer [redacted] home for Thursday. 6/11/15.  We will further discuss his furniture once the technician does the service.     Thank you,    [redacted]

To Whom it May Concern,       The consumer, [redacted], has been contacted by Pilgrim Furniture to resolve his issue.  He purchased a Futura Sofa that was waiting for parts to arrive in from over seas to correct the issue he has. Unfortunately these parts are...

shipped on containers and can take an extended period of time to arrive in.  Now that the parts have arrived a service was scheduled for Sat 9/12/15, a day that Mr. [redacted] says is good for him, to correct the issue that he is having.  Pilgrim Furniture believes this will correct any concerns Mr. [redacted] has.   Sincerely,    Alison K[redacted]  Customer Service Manager   Pilgrim Furniture & Mattress City

To Whom it May Concern,      Pilgrim Furniture & Mattress City has tried assisting this customer as best as we possibly can.  The customer is several years out of her warranty with Pilgrim Furniture & Mattress City.  The customer purchased the extended warranty in case of accidental damages and it should be up the extended warranty [redacted], to resolve her issue at this time.   Thank you,    [redacted] Pilgrim Furniture & Mattress City Service Manager

I have already contacted the customer, we will be sending out a service technician to evaluate the damaged furniture.

To Whom it May Concern,    Pilgrim Furniture & Mattress City is working on resolving the customer's current issues.  We have reordered a brand new chair and have made special delivery accommodations for the new chair.  The customer did speak with [redacted], the Operations...

Manager, about the situation and was confident in their discussion that the issue would be resolved.  Pilgrim Furniture & Mattress City strives to assist all of our customers as quickly as we can.  The chair is currently on back order, which the customer is aware of, when this chair arrives in it will be thoroughly inspected.   Thank you,[redacted]Pilgrim Furniture & Mattress City Service Manager

Complaint: [redacted]
I am rejecting this response because: The issued started the 1st few months of purchase from Pilgarm. I felt as though they constantly put a band aid on the issue untill the warrantee kicked in.  Which I had purchased from Pilgram. I have heard from [redacted] today and they are claiming it willl now be July 28th or longer.( going on 6 months) They also said they were waiting for parts from Pilgram had. Again, this issue began the first year of Pilgram purchase, I knew something was wrong with both couches from the begining but, everytime they promised, this will be the last time. That is the only reason I hung in. Also, I had lost so many days of work and time. It is very fustrating. At this point I am working with a girl who's name is [redacted], she deals with their warrantee [redacted]. And I am hopeful they can handle this. I  only want what is promised iwithin reasonable timing. We are now going on years.......................................now that warrantee will soon run out.
Sincerely,
[redacted]