FR Living

***, Thanks again for your replyWe have full confidence that the delivery crew can and will be glad to exchange your furniture for youThe store is in position and is trying diligently to work with you under any circumstanceWe are sorry you have had issues with your previous set, which is again why we are willing to exchange for a totally different item to satisfy your original purchase even though it is not under manufacturers warranty Our policy on this is exchange only after taking possession, we hope you understandPlease contact the local store for any further questionsThank you so much, and have a wonderful day Sincerely, *** ***

I have put in for her to be taken off the mailing list. This may take a week or but it will stop. Judy

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,
*** ***

The store manager has contacted the customer and spoke to her husbandThe customer stated they spoke to someone he believes in December and the chair is broken and they haven’t heard anything else from usThe manager has scheduled for the repair technician to go out and inspect the
customers chair so we can get it repaired for themWe believe the customer spoke to a former employee and it was never scheduled with the repair technician to be repaired like they had informed the customer it would and should have beenThe only notes we had were when the former employee updated the customers contact information in December

We offered the customer a couple options and he chose the one that worked best for him, which was a 50% refund to keep the sectional as-is. He has since received the refund and we parted amicably

Miss *** told me that in all honestly both her and her husband are very busy individuals working at the hospital. She would much rather have a discount for her purchase instead of having contractors in her home, boarding her dog, dust all over the home, etc. We gave her a
discount and put notes in the body of the invoice stating why we offered the discount. She is completely happy with us for taking care of it

We have contacted the customer and resolved his concernsWe have apologized for the time it has taken to get him his pillows. The pillows were scheduled for delivery this weekend but he preferred that they be fed ex to him. Our manager has completed this Thursday March 29th. We
have compensated him on his off ( debit card) for his challenges with his delivery and replacement pieces he has received

The customer was looking at a small S&D piece in Sofa Mart and had asked for Clayton since that is who sent the reminder postcard on his reward points. Clay informed the customer that they had expired and that he would get the points opened back up for him but it might be a few days since
this was being done on a Friday. Clay later called the customer to let him know the points had indeed been opened back up but he would need to wait until around the 23rd of December for them since that is when the rewards company has their “cycle”. The customer thanked Clay and said he would be back in around then to use the points. We left the customer a message this morning to see if there was a miscommunication, we haven’t heard back from them yet

As a courtesy, Sofa Mart is willing to refund the customer the full amount that was paid for the Great White Bottling protection planThe wear and tear the customer is experiencing is not covered under Great White Bottling's program as this coverage is limited to accidental damage that can be identified in a specific incidentThe manufacturers warranty is limited to manufacturing defects and also does not apply to the type of wear and tear identified by the independent contractorWe apologize for any inconvenience to the customer but cannot be responsible for damages caused by improper care and maintenance. Regards, *** *** Regional Mgr, Sofa Mart

Complaint: ***
I am rejecting this response because: I was never contacted, no one in store told me anything about ordering at advertised price or no restocking feeAll they ever told me was it was on back order n that it was supposed to be sent to that locationI even went online looking to order that way and it has always said certain items were only available in storeAt this point do not waste any more of my time with the less than desirable customer service and implications that I am lying about the service I've receivedI will never recommend this store and will be sure to warn everyone bout the service to expect.
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,
*** ***

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,
*** ***

Complaint: ***
I am rejecting this response because:This is not true nor is it accurateWe ordered a brand new setNothing was on clearance or "as is"! This makes me even more upset with this companyAnd to make it worse the new piece that was sent is also damaged so now a for a second time we need to get this problem fixedThe only thing that was going on was a sale for Presidents' Day. I was happy with the product and final service until reading their response I'm very very disappointed!
Sincerely,
*** ***

The following has been done to help the customer and the issues of their love seat. Timeline of recent service issues 2/19/Customer called and set up service request due to bad seat support in love seat2/21/changed address for service pick up 3/18/Customer called to let us know
that the sofa is now having the same issueThey had not been using it at all until we took the loveseat for serviceNow that it is being used it has the same problem3/23/Repair on loveseat completed by *** ***3/29/spoke with customer, we will be repairing and reinforcing the furniture to make it as good as expectedLet them know that I need to obtain quotes for this service from different vendors, and one of them will be making an appointment with them4/11/Customer called, upset that no one has set an appointment for serviceWe contacted *** *** and asked them to make appointment and get it done4/18/*** *** set appointment with customer for 5/2/

Complaint: ***
I am rejecting this response because I feel that we were given incorrect information regarding the warranty coverage and what to expect with white leather In response to the technician report, we were told the only way to get warranty companies to approve your claim was to work the system and that they know exactly how not to pay on a claim He referenced that his wife now handles all claims for anything like this because she knows how to work the system All of this should never even come into play because we were told after questioning the white leather's possible problems that any stain or discoloration would be fully covered and that we shouldn't worry If we hadn't been given information to the contrary we would never have considered white leather or a protection plan and now both are useless It concerns me that the average consumer does not get "the whole story" when making a major purchase We feel that we were taken advantage of and encouraged to go forward with an expensive protection plan for our "peace of mind" We are not having peace of mind through this process We warn future customers of Sofa Mart, BUYER BEWARE The store is more concerned with making added dealer profit by selling customers an ineffective and expensive warrantyDo not believe everything you are told from them as you are being "sold"
Sincerely,
*** ***

Tell us why hereI called *** on Nov 6th to apologize for the multiple issues. I offered them a $refund or $store credit. They chose the refund and it was credited to her account that same day.Her final delivery was on November 8th. I called her November 9th to make
sure everything went okay and she confirmed that it did.*** was friendly throughout this process, just understandably frustrated

Went out on 8/23/to fixed the customers chair. The customer was happy with all the work

Initial Business Response /* (1000, 5, 2015/06/23) */
I am incredibly sorry for the lack of communication regarding ** ***'s repair
He made a purchase from Sofa Mart in February of and has a year warrantyOur repair technicians are contract workers and we have no control over their
scheduleThis sleeper bed is warrantied and it will be repaired in a timely manner as per the warranty
Initial Consumer Rebuttal /* (3000, 7, 2015/06/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
It still is not repairedThey sent delivery driver out to fix itHe had no clue how to do soHe had me call store to tell them that he could not fix itHe was in an official sofa mart truckRepresentative at sofa mart tools me that he didn't know why they sent the delivery guyHe then told me they have an excellent service guy and he would call me to set up an appointmentThe service man set up an appointment for Wednesday at He never showed upI again had to initiate contact to see if he was comingI was informed he didn't write it down in the right placeThis again made us wait around and waste our timeHe has rescheduled for SaturdayWhile Sofa Mart argues the work is contracted out they have a responsibility to ensure the contacted companies live up to the highest quality that they claim they provide to customers
Final Business Response /* (4000, 9, 2015/07/11) */
Our contract repair technician has verified that he completed ** ***'s repair on June 27th
We apologize that the repair was not completed upon the initial scheduling
Sincerely,
*** *** ***
Final Consumer Response /* (2000, 12, 2015/07/15) */

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 *** 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,
*** ***

We have agreed to switch both pieces in question and delivering out to them when they come in, he agreed to thisThey are due in end to mid April