FR Living

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: 11255014
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.com. I began contacting Sofa Mart in OCTOBER and it took until the END OF APRIL to get it repaired. I only contacted Great White because [redacted] incorrectly referred me to them for my issue. In addition, Sofa Mart claimed to have attempted the couch and found nothing wrong. I 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 wire. They were going to deliver it back to me with only the whole stitched and I told them NO. That hole was caused by something and I told them they needed to figure out what it was. Apparently they found out that it was not a spring, but was a wire, that apparently shouldn't have ever been there. During 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 delivered. I'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]

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 requesting. Manufactures warranty is limited to defects in manufacturing,      a steel frame being bent 4 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 5 year extended warranty as he mentions in his statement. The additional protection purchased is designed to protect upholstered good against single specific incidents of accidental punctures, burns and everyday household stains. The extended coverage My [redacted] purchased does not include frame damage as this type of damage only occurs from misuse. Thanks      Thanks,    Mitch K[redacted]  Regional Manager  Furniture Row OE / SM

Initial Business Response /[redacted]/
I followed up with the store and our accounting department and we have issued two refund checks for this customer the most recent being last week. The checks were mailed to the store and as of today have not neither has arrived. I have contacted...

the customer and apologized for the error and assured them they [redacted] be taken care of today.

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 that. They 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 /* (1000, 10, 2015/09/09) */
I called [redacted] in hopes to resovle his issue, but I had to leave a voice mail.
[redacted] if you will, please call me at XXX-XXX-XXXX. If I dont hear back from you tonight, I will call again tomorrow.
Thank you!

There is a 1 year warranty for the fading and flatening.  I will get with the customer today and with the store and see how I can help. 
My name is [redacted] I am the Regional Manager for the store, and my number is ###-###-####.  Please call with any questions

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 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]
[redacted]
[redacted]

Tell us why here...
 
We are offering this customer replacement furniture.

Complaint: [redacted]
I am rejecting this response because:  I have not received an email, text, phone call or letter in the mail from Furniture Row requesting photos. It surprised me when I read "they have contacted me".  Their furniture repair man took photos of the furniture and told me he was going to the store and show them the photos. He then called me to say they rejected paying for the scratch repair but they are allowing him to stuff the cushions. I feel their response is just as misleading as the info I received before purchasing the furniture in question. As far as I'm concerned they can get the photos from their repairman. When I first requested a repairman to come out it took over 2 months and a visit to the store to get him to come out. I am not complaining about the repairman, just the time frame in which it took to get him out to my residence.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because: The company advised me this is under warranty. I have the emails advising of this and that they just do not have a local repair tech. Daytona Beach is 6 hours away from me. We do not abuse or misuse our furniture and is well taken care of. I am sorry Furniture row has decided not to uphold their warranty, we will seek legal counsel for small claims court in Pensacola, FL to file. Our attorney has already reviewed their emails and warranty information and advised we do have a case in small claims court.
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 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.

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

Initial Business Response /* (1000, 6, 2015/10/20) */
Oct 20, 2015
I spoke this afternoon with Mr [redacted] in regards to his furniture he purchased with us. After exchanging emails and phone calls we assured him that we would take care of his challenges that he is having with his current...

furniture set. I explained to him his options that were available in reselecting a comperable set in similar price point. He informed me that he would come in a pick out something different and his earliest conveniance.
Thank you, [redacted]
Initial Consumer Rebuttal /* (2000, 13, 2015/11/23) */
Sofa Mart agreed to take back the defective units and replace them for store credit. Regional manager out of Denver was very helpful, polite, and accommodating. I am satisfied with how Sofa Mart took action to resolve the problem.

[redacted]’s has had an exchange on the item. Once 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 paid. After 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 purchase. she 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 merchandise. Due to the customer not living in the local area there are restrictions to the days we deliver to her area. We have an automated system that calls every customer the evening before and informs the customer of their time window. Also, if they don’t answer it will leave them a detailed message. We 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]

Complaint: [redacted]
I am rejecting this response because refunding the warranty amount does nothing to take care of the problem with the sofas. We 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]

I spoke to [redacted] on Tuesday.  We had a swap out of the damaged furniture setup for Wednesday the 23rd of November which happened and complete.  We also gave her the option to do a full refund but she said she needed the furniture for the holidays so she did not want to do the full...

refund.  I gave her a credit of 90 dollars for the delivery she paid for the swap outs and we are just waiting for her credit card to process the credit as we left her a message to give us that.  I offered to refund her care kit if she did not want it but she decided to keep that at this time.

The customer originally purchased this sofa out of clearance section on February 2, 2016. The customer was given a $300.00 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, 2016. Additionally, the customer was refunded their delivery charge.