FR Living

We have decided to error on the side of the customer and replace the Sofa *** ***
*** *** ***
*** *** *** *** ***

Initial Business Response /* (1000, 5, 2015/07/31) */
I spoke with *** ***, we have re-ordered the correct merchandise and will give some sort of credit once the correct product arrives
Initial Consumer Rebuttal /* (3000, 7, 2015/08/13) */
(The consumer indicated he/she DID NOT accept the
response from the business.)
I will be satisfied once I receive my couch and actual compensationI have received a phone call from very nice guy that has reassured me that I will receive compensation, but it was someone who was covering for that locations regional managerI was never contacted by the regional manager for that locationAlso, the manager, ***, that I originally dealt with called my mother this last monday, august trying to set up a time to deliver my table that was delayed in delivery originally, but had been delivered over a week beforeOne, I dont know why he contacted my mother because I am the one who purchased the furniture, and two, it just shows me the lack of communication this place hasI almost want to give up on this whole purchase, it has been disappointing and stressful
Final Consumer Response /* (4200, 16, 2015/09/24) */
It's September and I haven't received any phone calls or information regarding my replacement piece for my sectionalI made the purchase on May 27, 2015, received the wrong sectional piece because of ordering error on July 20th, and was told 6-weeksIts been over months and still have no pieceI decided to call and see what the hold up was and the person who answered told me that the piece was still going to be another 1-weeksI feel that I have been patient enough waiting months for my complete order, but I am starting to get very upset that the company has taken this long to do itI do not understand why it has taken this long, no one has given me a good explanation
Final Business Response /* (4000, 18, 2015/10/06) */
This product was delivered last Wednesday, *** *** was given a Monetary Accommodation for her Inconvenience

We called the customer and apologized the product they originally purchased was discontinued by the manufacturer and is no longer available We offered a full refund or a few options to upgrade at our expense Thank you,

The customer was not misled. Leather furniture is stronger and more durable than fabric product. However, as with all natural materials, leather will show signs of wear as it is used How long it lasts, and how well it wears, depends on how it is used and cared for. That being said, we have contacted the customer and asked them to send us photos of her furniture. As a matter of customer service, we will consider a onetime swap of her furniture. We will make that determination once we review the photos. We are waiting on a response from the customer

Initial Business Response /* (1000, 5, 2015/07/14) */
We apologize for the confusion
The store manager has since been asked to take care of this under manufacturer warranty** *** has been contacted by said manager to exchange her furniture if so desired

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,
*** ***

Tell us why here...Great white denied her claimShe hadn't even let the store analyze the issue as of the complaintWe were able to do that and it was a manufacturer defectWe have put in for a replacement of the furnitureIt has been ordered and will be exchanged once it arrives

*** did speak with you and has agreed to replace the piece in question, the staff will call you when it comes in

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 now
Customer 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

Tell us why here
This gentleman is all setWe explained to him that his mfgwarranty is based on his original date of purchaseThis was miscommunication to him originally and he was left believe that there was no warranty on the replacement productThanks, *** *** Regional Manager Oak
Express / Sofa Mart

We have contacted the customer and let them know that we will do one last swap to replace their furnitureWe explained that this would be the last swap based on their warrantyThe customer is satisfied with this solution *** *** *** *** ***

I met with the
manager today, ***, in colorado springs He was very nice to my wife and I We worked together and agreed to a deal to replace the couches He stated that other customers had problems with the color changing and the padding from that manufacturer We made a replacement selection of couches, the replacement furniture is scheduled to be delivered within the next days

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,
*** ***

We have spoken to the customer and they are not happy with the sofa set that they currently have in place at their home. We gave the customer today the option to reselect to another set or to refund them their money back how they paid originally. *** ***
informed my manager that he will return to our store this Saturday August 20th to reselect his furniture. If he is unable to find something we will refund the amount he paid. Thanks, ***

Initial Business Response /* (1000, 10, 2015/10/06) */
Unfortunately, the manufacturer couldn't build the product and get the pieces to our distribution center as they had promisedThey continually updated different receiving dates and failed each timeWe offered *** *** a refund if he wanted
it and we offered him our display piece until his arrivedNeither option would work for himWe did get the piece in for him and he picked it up today, 10/6/Again, we apologize for the inconvenience and the problems that these folks have experienced, but, are happy that he is taken care of

Complaint: ***
I am rejecting this response because I find it unacceptable I was told I had a two year warranty by the STORE MANAGER! I sense we are at an impass, and that is fine A dissatisfied customer generates more advertising than a satisfied one any day, it's a known fact!
Sincerely,
*** ***

We will approve a in store credit towards new product, the customer will have to pay the difference if moreOur warranty is a standard year warranty against workmanship on manufacture defectsWe also offer an extended warranty for accidental damage thru a 2nd party company for 5yrs for an
additional cost based on the purchased price Thank you *** ***

I went to her home and the actual sofa was manufactured smaller than it should have been.  The cushions did not fit correctly for that reason.  I went ahead and honored a compensation on the order for her troubles as well as ordered a Sofa for her.  I also contacted [redacted] so he...

can ask for our credit from the manufacture.   Her and her husband were pleased with someone coming out to see it for themselves, and getting it resolved.   [redacted]  [redacted]