FR Living

I spoke to [redacted] and he was very reasonable but disappointed in the service from Great WhiteHe has already moved on from our sofa and purchased from someone else to replace the sofa I asked what we could do at this point to try to make it right for him and he asked to have the $fee to be refunded to him which I agreed to do and he still had the original card so the refund has been processed and an email of the invoice sent to [redacted] He was happy that we had called to contact him and that it would he would keep that in mind in the future

Complaint: [redacted] I am rejecting this response because: The dog hairs that he speaks of we’re on the underside of the couch not anywhere on the fabric they did not unveil the plastic that it originally came in the hair on the bottom of the already exposed material via shipping was the only thing they looked at they did not take the cover off and look at any other part of the couch so for him to say the dogs were on the couch is not true anything even through shipping can collect on the bottom exposed material that their dockworker Glanced at it like I say I could respect their answer if they would’ve taken the shipping wrapping off and taking a closer look but they chose not to do thatThey simply did not look under the original wrapping it was shipped in They also would not return my calls while I waited at the dock for over an hour it was me who called them repeatedly because I was put on hold Any customer in my position would be very frustrated Sincerely, [redacted] ***

Initial Business Response / [redacted] (1000, 5, 2015/06/09) */ [redacted] was given a full refundHowever, I would like to have the opportunity to regain his trust and future businessI will reach out to him today to see if there is anything else we can doPlease give him my contact information as well Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/06/10) */ (The consumer indicated he/she DID NOT accept the response from the business.) They did not escalate this issue to their [redacted] like I requestedHe needs to be aware of systemic issues that will affect his future customer basePoor customer service and no visibility into their manufactures production and delivery schedules is a very serious problem that the CEO must be aware of to resolveOtherwise they are just sweeping this under the rug

Tell us why here...They have fixed the couch and delivered this yesterdayThey tried to repair it at first and found nothing wrongThen they found a small hole and fixed that with the springCustomer should be happy nowSince she wrote the Revdex.com, we have been all over it and all complete nowCustomer did have little help at first from the store and great white turned her down but all over it since march 24thPatrick Baldwin is following up today to make sure she is satisfied after the delivery yesterday, thanks

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 meThis information is correct Sincerely, [redacted]

We cannot issue a refund due to the time period You can come in and pick out a new couch and apply your balance to the new one [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 The business stated that the repair is on a couch but in fact it is on a recliner chair Sincerely, [redacted]

The customer purchased a discontinued item, discontinued items sold below 10% of their retail value do not come with any warrantyThe customer bought the product for over 35% off Also, if the customer did have warranty, our sofa sleeper mattress, and its components only have a one year warranty The store tried to help the customer by giving them our trusted local repair tech’s information to get his sofa bed taken care of

Brianna C [redacted] was the manager attempting to assist [redacted] When Mr [redacted] called our store and visited with Brianna he expressed to Brianna that his brother and his son sat on the Furniture very HARD implying “roughhousing” and they were large men that probably broke the Furniture Unfortunately, the warranty on the Furniture Mr [redacted] purchased from Furniture Row does not cover Customer Abuse, which is what caused the breakageOur warranty covers Manufacturer defects, which includes any standard performance features that break due to a shortcomings with materials or construction of the manufacturing processAll that being said, in the Spirit of Customer service we tried to help Mr [redacted] Brianna told Mr [redacted] we would attempt to help him out and Furniture Row would pay for a Repair, but that there were no guarantee’s of what all could be fixed to due the significance of the damage to the itemWe hired a third party company that specializes in Furniture Repair and we paid them to Replace springs in the item that were all compromised, replace plywood framing and rebuild frameword, and also replaced his cushions on his furniture all as a courtesyWe also provided Mr [redacted] with a Loaner piece of Furniture that he could use in his home while we processed his courtesy repair at our storeBased off the situation, our warranty doesn’t cover any of these things and we generally don’t loan furniture to customers eitherAll this was done in an attempt to help Mr [redacted] even though it cost Furniture Row several hundred dollars to do soIt’s unfortunate that this extension of customer service did not gain his satisfactionThere is nothing else Furniture Row can do to help Mr [redacted] going forward with these issues

Most of our product is covered for at least one year against manufacture defects. Additionally, customers have the option to purchase a 5 year protection plan against accidents that happen in a single incident. However, damage caused by pets is not covered by either of these... warranties. That aside, I have authorized a furniture tech to repair the scratches in this customers furniture, at our expense, as a matter of customer service. I will also make sure we order a replacement leg for this customer. If the customer has any additional questions, she can contact me directly.

Complaint: [redacted] I paid $799 for this recliner and within 8 months the foot of the recline if either fading or rubbing against itself, that is not normal wear. I feel customer service is very poor, manager and... district manager treated my husband and myself as if they didn't care, we had spent our money there and now they refuse to stand behind their merchandise. I also feel if it was normal wear and tear other parts of the sectional would also have this defect. Again when you spend over $3000.00 for a sectional and one piece has a problem in less that 8 months, this should be repaired or replaced. I am rejecting this response because: Sincerely, [redacted]

Initial Business Response / [redacted] (1000, 10, 2015/05/14) */ The only invoices that we have for this customer are from April of for a youth dollhouse bed on invoice XXXXXOn invoice XXXXX the customer was credited $in an agreement to keep the damages furniture that they receivedToday we contacted the customer and they asked us to remove their number from out calling listThe woman on the phone verified that she was in fact [redacted] and we let her know that we calling from [redacted] to help with resolution of the Revdex.com claim filedThe customer once again demanded her number be removed and that we not contact her and hung upAccording to our records from this customer has been taken care ofNobody within the store has any record nor do we have any notes on file to show any recent contact or purchase this customer has madeIf there is any other purchases made with [redacted] please let us know and we would be more than happy to assistthank you

The customers desired resolution is to RepairWe will repair it and we will waive the $pick up charge to perform the repair so our delivery service will pick up the furniture and return it as well [redacted] ’s furniture does come with a warranty towards repair and we are happy to service that warranty Our store will contact [redacted] to try and get her on the delivery schedule so we can initiate the repair of her furniture [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]

Complaint: [redacted] I am rejecting this response because: The company advised me this is under warrantyI have the emails advising of this and that they just do not have a local repair techDaytona Beach is hours away from meWe do not abuse or misuse our furniture and is well taken care ofI am sorry Furniture row has decided not to uphold their warranty, we will seek legal counsel for small claims court in Pensacola, FL to fileOur attorney has already reviewed their emails and warranty information and advised we do have a case in small claims court Sincerely, [redacted] ***

Final Consumer Response / [redacted] (2000, 6, 2015/07/17) */ 25% refund on loveseats received and sofa's finally arrived this weekHOWEVER - they do not conduct business they way they say they will and they lie to the customers and do not communicateWill not do business with them again Closing complaint

[redacted] ***’s has had an exchange on the itemOnce problems arose from the replacement piece we offered her a credit to keep the set as is, we offered to replace the current piece with a replacement of the same piece, we also offered her to re-select to something completely different for full credit of what she has paidAfter the original purchase and exchange she was offered a credit for her inconvenience So when re-selecting she thought she would get credit for what she originally paid, however there were credits issued back to her from the original purchaseshe expects to have a credit greater than what she has paid, unfortunately no company does this [redacted] is getting the entire amount she has spent on this transaction toward re-selecting new merchandiseDue to the customer not living in the local area there are restrictions to the days we deliver to her areaWe have an automated system that calls every customer the evening before and informs the customer of their time windowAlso, if they don’t answer it will leave them a detailed messageWe are willing to work with the customer on this exchange, however we have made good on our product each time there has been an issue with the product Thank you, [redacted]

The customer originally purchased this sofa out of clearance section on February 2, The customer was given a $discount with the understanding the piece was purchased, “as is”After the customer told the store they were not satisfied with their purchase the damaged piece was replaced with band new product on February 26, Additionally, the customer was refunded their delivery charge

Initial Business Response / [redacted] (1000, 5, 2015/08/24) */ The offer we had at the time [redacted] purchased was for the [redacted] but the customer was to buy the furniture as well as the table set. I contacted [redacted] and offed to issue a discount so he can purchase the [redacted] and he was very satisfied... with that. We appreciate [redacted] buisness and I look forward to helping him with the additional sofa he is planning on purchasing.

Complaint: ***
I am rejecting this response because: I will not accept any responses until my chair is repaired and would appreciate some type of compensation for what I have experienced thus far As of today we are waiting for a repairman to stop by next week to look at the chair No repairs are shceduled yet
Sincerely,
*** ***