FR Living

The manager contacted her yesterday We did refund the delivery charge for herThe manager spoke to her about the miscommunication we had on the product The manager let her know that the chair looks like it is on the way to [redacted] from [redacted] and that we could hopefully expect it here in 2-weeks The manager also let her know that the coffee table is backordered until late feb to [redacted] and it should arrive here mid to late march She is satisfied, and we will contact her if there are any updates

We spoke with the customer and giving him a credit on his furniture and refunding his protection plan He chose this option that we gave him and should be all good to close out

Complaint: I am rejecting this response because: I'm very happy that our couch is fixed, but honestly, I would appreciate a sincere apology I don't understand why I only had help getting the couch fixed because I contacted the Revdex.comI began contacting Sofa Mart in OCTOBER and it took until the END OF APRIL to get it repairedI only contacted Great White because [redacted] incorrectly referred me to them for my issueIn addition, Sofa Mart claimed to have attempted the couch and found nothing wrongI feel that I truly wasn't listened to I had described that the hole was caused by what I thought was a spring, but was a random wireThey were going to deliver it back to me with only the whole stitched and I told them NOThat hole was caused by something and I told them they needed to figure out what it wasApparently they found out that it was not a spring, but was a wire, that apparently shouldn't have ever been thereDuring the entire duration of this process, nobody has apologized or admitted that they were in the wrong I was the person that went out of my way to contact them multiple times Also, nobody called to check in after the couch was deliveredI'm so sad because I love our couch and the quality of the product, but I'm so incredibly disappointed with the customer service we have received Sincerely, [redacted]

A refund check will take around 7-day so around weeks The customer was not charged the re-stocking fee.There was a miscommunication from the store The customer has gotten their check

Complaint: [redacted] I am rejecting this response because:While the cleaning did remove most of the stain, there is still some visibleAlso, there hasn't been any attempts to replace the feet on the ottoman or replace the ottoman other than a guy named [redacted] stating that they would Sincerely, [redacted] ***

Tell us why here We are offering this customer replacement furniture

Initial Business Response / [redacted] (1000, 5, 2015/10/07) */ We have scheduled the customer to have a repair technician come out and repair her furnitureI will update the website once this is resolved

[redacted] came in on 05/29/and made one purchase and one special order layaway Invoice # [redacted] was the purchase, for this purchase [redacted] paid with $Cash and on credit card ($959.68) Invoice # [redacted] shows paid off, which was a mistake made by the salesperson [redacted] at the timeThe customer actually only made a down payment of $154.13, 25% of the purchase in order to order the special order chairThe customer paid the $in cashBoth [redacted] as well as [redacted] were present and recall [redacted] going through her change purse and counting out the exact change for the layaway depositAt the end of the night they recognized the mistake that was made and were forced to void invoice [redacted] and correct the invoice with the correct deposit of $therefore showing the remaining balanice of $as it should be The recliner was delivered as an unpaid layaway and at time of delivery there was an issue with the recliner The customer called and at that time we discovered the issue with the unpaid layaway The customer refuses to believe that the layaway has not been paid off, due to their original copy showing $ballance due, [redacted] had never emailed or mailed a copy of the corrected invoice In the customers’ own words they “ remember paying around $500+ in cash and charging the rest”, which is absolutely true however $cash was used in conjunction with her credit card on invoice # [redacted] and the other $was used for her down payment on the layawaySofa Mart has made multiple efforts to explain to [redacted] the details of her remaining balance without successAfter refusing to pay the remainder of her balance ($507.11) we offered to sell [redacted] the recliner that was inadvertently delivered to her home for a total of $(the amount of her down payment) due to the fact that the recliner delivered was in fact damaged upon arrival [redacted] agreed to purchase the damaged recliner for the amount of her down payment, receiving a total discount equal to 75% off [redacted] ’s original down payment of $was used to purchase the damaged recliner for $ Regarding resolution, we contacted [redacted] on Friday Aug 18th and offered to send an outside furniture repair technician to look at her reclinerWe believe that an outside repair technician can likely repair this recliner to original new condition, [redacted] has agreed to have a tech out to her homeWe have contacted [redacted] and they will be contacting the customer to setup an appointment at no cost to the customer Thanks, [redacted] ***

Our regional Tom talked with Mrs [redacted] and has gotten her taken care of She is happy with the resolution Thank you Tom W [redacted] Regional Manager

Complaint: [redacted] I am rejecting this response because refunding the warranty amount does nothing to take care of the problem with the sofasWe were told repeatedly that the warranty covers anything and we purchased with good faith that the information we were given was correct It wasn't correct and now we pay the price This is not good business practice and we believe that standing behind what you state when selling something is of utmost importance to anyone, whether they are past or future consumers Sincerely, [redacted]

We went to the customers home today and cleaned the area for them in good customer service It is cleaned and the management did a follow up phone call with the customer as well

***, I’m sorry to inform you but once again, we only offer a one year warranty on Full Retail Price sofa sleepersAnything on clearance or discontinued does not come with any serviceable warranty, and these are the conditions in which your purchase was madeWe have no notes or anything in writing stating that someone offered you a warranty we don’t even haveI also have not heard from any other previous customer of someone telling them of a warranty that we don’t offerI will gladly get you any parts needed for the repair at our cost, and you may have it fixed as you see fit with a reputable service techwe can even refer one to you if neededSorry for any inconvenience this has caused Thank You, [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 meI feel with the holidays so close I had no other choice but to take the couchesI had family over for thanksgiving and am expecting a house full for ChristmasI thank the Revdex.com for getting with the business, for they got back to me really quick after a complaint was madeOtherwise I'm not sure if they would have ever gotten things solved! Will not be using Sofa Mart ever again! Sincerely, [redacted] ***

Fading is not covered under the warrantee This is wear and tear

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] ***

I talked with *** over the phone He is happy that I've reordered it and that we'll deliver it for free He's aware that the sofa is on a long back order but is happy enough he volunteered to remove the Revdex.com complaint

Initial Business Response / [redacted] (1000, 6, 2015/10/20) */ Oct 20, I spoke this afternoon with Mr [redacted] in regards to his furniture he purchased with usAfter exchanging emails and phone calls we assured him that we would take care of his challenges that he is having with his current furniture setI explained to him his options that were available in reselecting a comperable set in similar price pointHe informed me that he would come in a pick out something different and his earliest conveniance Thank you, [redacted] Initial Consumer Rebuttal / [redacted] (2000, 13, 2015/11/23) */ Sofa Mart agreed to take back the defective units and replace them for store creditRegional manager out of Denver was very helpful, polite, and accommodatingI am satisfied with how Sofa Mart took action to resolve the problem

To whom it may concern, The bent frame on Mr [redacted] sofa is not a warrantable issue therefore cannot be replaced as the customer is requestingManufactures warranty is limited to defects in manufacturing, a steel frame being bent years after taking possession would not be from defect in manufacturing Just as Mr [redacted] has mentioned, Furniture Row has offered and will gladly attempt to repair the frame in question as a courtesy to the customer however it is the customers responsibility to bring this item to the neatest store which is in Daytona Beach FL Mr [redacted] did purchase a year extended warranty as he mentions in his statementThe additional protection purchased is designed to protect upholstered good against single specific incidents of accidental punctures, burns and everyday household stainsThe extended coverage My [redacted] purchased does not include frame damage as this type of damage only occurs from misuseThanks Thanks, Mitch K*** Regional Manager Furniture Row OE / SM

I spoke with [redacted] and I explained that a “LIFE TIME WARRANTY” is not the life time of his life nor mine, but rather the life time expected on the product ( – years) He understands that he is no longer under the warranty, but I am willing to attempt a curtesy repair The purchase was made back in and his furniture is almost years old [redacted] was happy with the fact that we are willing to do this, and understood that we will not be obligated to service the product in the future I am happy to do this one time service to try and repair his seating that is sagging on the left side facing of the sofa, and the pull cord service on the recliner

I tried to contact this customer on February 6th and so did the Manager of this locationI have never heard back from this customer I will follow up with Brent but my assumption is he hasn’t eitherThe customer still would have been able to purchase these items regardless if they were in the store for display or not and they would have been able to use the financing as well We additionally would not have charged a restocking fee if she chose not to keep the set before delivery to her homeWe have disclaimers on the adds stating merchandise may not be shown on floor but are still available for orderAgain the customer is always allowed to order and we would again not charge a restocking fee once it arrived if they didn’t like itThe item is also out of stock now until late May according to the storeThey also informed me she has come in a few times and they have let her know it is out of stock but she could order it at the advertised price