FR Dining

Initial Business Response /* (1000, 5, 2015/10/13) */
We contacted the manufacturer on August 7th requesting to get the customer a stain number or even a can of stain to help with the situationOur response back from *** at *** *** who makes the set the customer has was this"Sadly,
there is not a stain number that I can give you as the factory buys custom blended stains from their suppliers in gallon drumsShipping a small can of the finish across the ocean is illegal so unfortunately the customer will need to look around for a local cabinet shop or similar wood shop to get that table refinished." The table bought is imported, so the stain is not readily available***, the store manager then relayed this to either *** or her boyfriendI'm sorry I was wrong on the actual substance that damaged the furniture, however this is not the root of the issueWe looked into getting the stain from the manufacturer for the customer, and as you can see from the response that it's not as simple as thatWe offered to help in the best interest of everyoneUnfortunately, we don't have the means to repair furniture as that is not our business, if we could we would love to help outIf you would like to discuss this matter over the phone you can simply call me at XXX-XXX-XXXXI also have a copy of the e-mail from the manufacturer if needed

We have already delivered this table set but had to reorder two piecesThe two replacement pieces should arrive this Friday, *** has already contacted the customer to set her up for a delivery next weekRegional Manager, *** ***, also called the customer and left a message but she has not
returned his call

We called this customer last night. He is upset at the warranty company. We told him we would either fix his footboard or replace it if we cannot fix the glides. He is bringing it in on Monday. We even offered him a credit for the issues he was having and he did not want any
credit just his footboard fixed. He will be taken care of when he comes in on Monday

Please list on Revdex.com that the decision stands not covered under warranty, with that said we have reached out to the customer and have offered to have a company come out and clean the sofa to the best of their abilities in the interest of customer svc

I spoke with Mr*** and he told me his cabin is only a few miles away from the continental divide. Thus, the roads leading there are snow packed and his foot driveway is coved in 2-feet of snow. In order for us to safely make a delivery the roads must be passable and his driveway must be clear Since we missed the last delivery, I will agree to reimburse Mr*** what he paid for the snow removal. However, in the interest of safety, we will have to wait until roads are safe to drive and his driveway is clear to make the swap As soon as conditions permit he contact me directly to make the arrangements to swap out his product. Sincerely, *** *** ***

This matter has been resolved. On July 11th both parties agreed to a credit of $200 in order for the customer to keep the merchandise that she received.
Thanks,
[redacted] Regional Sales Manager
(OE / SM / BE)

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.  [redacted] is great asset to Furniture Row! He  took the time that others wouldn't to listen, and ultimately resolve my problem.  He explained the whys behind what happen and made sure things were done fair and right to not only resolve my problem but retain my future business.  
Sincerely,
[redacted]

Good...

day Ms. [redacted],  I did accept the resolution given by the business because it sounded they were going to really take action and resolve the claim. I would like to get your assistance again in reopening the claim, or if another one has to be made please advise in what process to make. I called a few minutes ago to ask for the manager, since he was the one who called me to let me now that the furniture was going to be replaced. I went yesterday and bought some furniture in a different store near by, so I asked the sales woman if when soemthing is ordered the time it will take, and she mentioned to me that no furniture ever takes more than 7 business day. Now, I called about 10 minutes and spoke to [redacted], and told me [redacted] (Manager) was not in, but if there was something he could help me with. To my suprise they dont have any information on me, or anything, he ([redacted]) checked the system and to my surprise I am not is his system. It is really strange because I boutgh furniture yesterday and that same number given was the same [redacted] could not find. They are not being responsible with agreement. Manager said furniture will take more less three weeks to arrive, and sales woman, who told me no furniture ever takes more to arrive than seven days. It is really upset to have this type of problems when I am indeed waisting more money in purchasing more furniture in what I thought was going to be responsible personnel. I will be returning furniture bought and I will expect for them to respond with actions and not with promises. If this is not done, something else must need to be done.  Please advise in if I need to reopen a different claim, or if the same clain can be reopened? For your always prompt and accurate assistance,    Thank you,    [redacted] ###-###-#### P.s please also let me know if you need the invoices of the furniture bought yesterday, in which my phone number is listed as order numbers, and in which ([redacted]) said there was no record of me or my orders.

Initial Business Response /* (1000, 6, 2015/11/13) */
I spoke with [redacted] and she [redacted] be back from vacation tomorrow. I am planning on going out to her location to adjust or replace the 3 chairs that are not leveling out. We [redacted] get her taken care of and make sure she is satisfied with her...

purchase.

Tell us why here...
We ordered new brackets for the sectional but the manufacturer didn’t send enough. We are going to order a new sectional in for the customer so they will have a brand new set. Order time on the new sectional will be one – two weeks. We will swap out the set when available.

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.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:       That is not a resolution.  Once again it becomes my issue to track down someone who can...

help after the sale. I have made contact with many managers at Oak Express and none have resolved the issue as of yet. Most will not return calls.  I have learned the reason I was stood up on the second delivery attempt.  Turns out the delivery crew that was assigned in your system did not exist despite getting a text msg reminder the night before. That reasoning is rediculous and does nothing for the fact that I traveled 3 hours and had the snow removed from the driveway to facilitate the delivery.  Then I hear a second attempt was made, this time without a night before confirmation. My contact information is on file with my purchase history.
Sincerely,
[redacted]

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.
Sincerely,
[redacted]

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.
Sincerely,
[redacted]

We have decided to take care of the table and replace it seeing he was given wrong information at the time of purchase.  [redacted] has been contacted and a new table placed on order for him.  I will follow up once the table has been delivered

Complaint: [redacted]
I am rejecting this response because:it clearly states on my receipt the it covers all types of accidental stains. Your reference to soiling stain is ridiculous.  All stains are soiled. I paid for stain prtection against my furniture and it is now stained. The manager of furniture row who sold me the plan said he was completely shocked that the claim was denied because there are very clear stains on it. I would like my furniture professionally cleaned or exchanged. 
Sincerely,
[redacted]

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. It is unfortunate that it had to come to me complaining to the Revdex.com to get any help.  That being said the company did rectify the situation to my satisfaction.
Sincerely,
[redacted]

A new stand was delivered on Saturday (12/10/2016) and all went well with the customer.

We have gone over and replaced the chairs for the customer.

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.
The Wichita Falls Manager who contacted me was more than...

understanding and really made an effort to resolve the situation - the Abilene store could learn a thing or two.
Sincerely,
[redacted]