FR Living

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

I am coving for the Regional Manager who is normally over this market and I apologize for any misunderstanding. I would like to speak with Ms. [redacted] so we can clear this up resolve this issue. She can contact me directly at ###-###-####. I look forward to speaking with her. Sincerely, [redacted] ###-###-####

Initial Business Response /* (1000, 15, 2015/12/29) */
Customers replacement piece has arrived and she will be taken care of tomorrow. She is satisfied with our resolution.
Initial Consumer Rebuttal /* (2000, 17, 2016/01/03) */
(The consumer indicated he/she ACCEPTED the response from the...

business.)
Sofa Mart came on 12/30/2015 and replaced the defective part.Every thing is working fine now.Thank you for your support and help in resolving this problem.[redacted]

Complaint: [redacted]
I am rejecting this response because:  I was not told the truth about leather and how easily animals can scratch leather. I have had no experiences with leather furniture. No one I know has leather furniture. I believed that leather would hold up as I was told by the salesman.  I do not want to pay over $2000 for furniture that has to constantly be covered in blankets. I have requested an exchange of the leather couches for fabric sofas and to keep the zero interest financing and I will spend the same dollar amount or I want a refund of all of the money I have pd so far and they can have the furniture back.  I feel as if I was misled when purchasing the furniture
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. I feel with the holidays so close I had no other choice but to take the couches. I had family over for thanksgiving and am expecting a house full for Christmas. I thank the Revdex.com for getting with the business, for they got back to me really quick after a complaint was made. Otherwise I'm not sure if they would have ever gotten things solved! Will not be using Sofa Mart ever again! 
Sincerely,
[redacted]

Tell [redacted]Please call [redacted] at [redacted] she will work with you to switch you to a different set.  We will apply the amount you spent on this set towards a different set. Thank You,[redacted] [redacted]...

[redacted]

Tell them they can call the store we will do a one time replacement, they will have to pay for deliverR5

The customer purchased a discontinued item, discontinued items sold below 10% of their retail value do not come with any warranty. The 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.

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]

Tell us why here...Already spoke with [redacted]. He is available next week Monday and Tuesday. Just waiting for contractor to get back to me. Appointment is set for Tuesday 16th. I put a reminder in my planner. We have a contractor scheduled to be out to their home for the repair this upcoming...

Tuesday

Complaint: [redacted]
I am rejecting this response because:  I never received an apology for the way I was treated.  The employee who claims she left me a voice mail apology is lying.  She did in fact call me and leave me two message, but both of those were in regard to delivering the mattress and nothing further.  I am owed an apology and expect it.  Considering she lied about it, maybe if she does it in writing it will make an impact on both her and her employer.  Her behavior was bullying and should not be tolerated.
Sincerely,
[redacted]

As stated in my complaint, the company told us that the chair was leather.  I am seeing that the surface is now peeling and sluffing off.  It appears that the material is some kind of vinyl covered with a false leather look.  They sure fooled us.  We were told it was leather and...

we are requesting a refund for our purchase.  Thank you.

I had the opportunity to speak with this customer.  I explained to him the warranty company is separate from Furniture Row and their policy is the customer much purchase their warranty prior to taking possession of their product.  Thus, since he has had the product in his possession for...

over a year and he did purchase a warranty at the time of his purchase, they will not cover it even if he did purchase it retroactively.         However, as a matter of customer service, I offered to pay to have the customers product repaired this one time at or expense and that offer still stands.   Sincerely, Louie D[redacted]

Tell us why here...
We received and email from you about this issue initially on February 6th and we attempted to contact you then. The items could have been purchased / ordered anytime during the promotion using the sale pricing and financing available even though it may not be displayed in the store. Several things may prevent a store from having items on display ranging from available floor space to manufacturer or shipping delays however the items are always available at the advertised price and financing during the advertised promotion.

Just got off the phone with [redacted].  She has accepted the option of using $500 discount and free delivery.  She is in the process of moving, and will likely close on her new home in early-mid February.  I have given her through March 31, 2017 to come in and take advantage of...

the discount and free delivery.  She understands she will retain posession of her old furniture as well.  She will discuss with her husband this evening but is appreciative of the offer and will use me as point of contact when they come into purchase.

The check for the customer is at the store and waiting for him to come and pick it up.

I tried to contact this customer on February 6th and so did the Manager of this location. I have never heard back from this customer I will follow up with Brent but my assumption is he hasn’t either. The 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 home. We have disclaimers on the adds stating merchandise may not be shown on floor but are still available for order. Again the customer is always allowed to order and we would again not charge a restocking fee once it arrived if they didn’t like it. The item is also out of stock now until late May according to the store. They 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.

I just talked to [redacted], my Asst. manager that was on duty that day. Iris called the lady twice and left voice mails saying that she was sorry and that she would have the delivery crew out at the time that she requested. The lady never called the store back.   When the delivery crew showed up,...

at the time she requested, the lady made them wait outside for 20 minutes before she would answer the door. The guys waited and finally delivered the Mattresses, she was nice to the delivery crew.

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]

Initial Business Response /* (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.