Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
I
ordered my furniture in February It is now June **They promised me replacement furniture on June ***, and it never cameThat Monday ( June ***), a new manager from the Totowa store assured me he would help and send me new furniture with every single piece replacedI have not heard anything since then or receivedmy NEW furnitureI'm tired of "waiting for you to replace my furniture" that I ordered months ago!!
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***
Sales Order # *** *** The customer’s leather furniture was delivered in The one year warranty for manufacturer defects, such as cracking or peeling of the leather expired after one yearAs a courtesy we offered to send the customer a certificate for 20% off a replacement purchaseThe
customer refused our offer
Per your request, I've attached pictures and a scanned copy of my original lifetime warranty and receipt. Couch photo - This picture shows the material that was delivered to my address when I tried to invoke the warrantyThere are white spots all over the "leather" like materialSeeing this, the technician suggested not having the material installed.Couch 2 photo - Same as aboveCouch photo - This shows what happened to the material that was installed after I invoked the warranty the first timeThis damage happened after weeks of repair, clearly showing that the material was inferior to the material that lasted almost years.Please contact the me with any further questions.Thank you,*** ***
Sales Order # *** *** A service tech was out to the customer’s homeInitially it was thought the issue was incorrect sized legs were causing the problem with chaise / ottoman portion of the sectionalUpon further investigation it was found the floor under the sectional was unevenThe service
company has suggested we order a new chaise seat casing and core to correct a portion of the customer’s service issueA new cushion has been ordered and will be delivered to the customer from the manufacturerUnfortunately we are unable to address the uneven floor issue
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved
because:
[Your Answer Here]
I have received a phone call with an accepted offer of replacing the furniture; however I have yet to receive it and do not wish to close this case until the furniture arrivesUpon receiving the correct furniture, I will then proceed to have this case closed
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***
Sales Order # *** *** * *** The customer has been updated on the status of their service by both ** *** and via emailComponents have been ordered from the manufacturer and are currently being manufacturedUpon arrival via *** the customer should contact our call center to request installation and completion of her service
Sales Order # *** *** Although the customer’s purchase did not include a memory
foam sofa bed mattress I am arranging for one to be delivered to the customer
The service company will also address any concerns the customer has during the
same visit
Sales Order # ** ***We apologize for the unavoidable delay receiving thecustomer’s special order chairbedThe factory was unable to meet their previouslyagreed to timetable for manufacture of special ordersAs requested by thecustomer the order has been cancelled and a full refund was issued to
thecustomer’s credit card
Sales Order # ** ***The customer’s factory warranty expired in and the additionalUpholstery Shield plan purchased by the customer specifically excludes “fading,cracking, or peeling”As a courtesy to the Revdex.com, I will mail the customer arelease to refund the cost of the planUpon return of the
signed release we willprocess a refund for the plan(Copy attached)
Sales order # *** *** * *** Management has authorized an exchange / delivery for the defective reclining loveseatWe apologize for the delayParts ordered for the customer are overdue from the manufacturer causing the delay
Sales order # *** *** / *** A replacement, special order, sofa bed has been ordered from the manufacturerThe local showroom will contact the customer when it becomes available for delivery / exchange
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 and the matter has been resolved
Sincerely,
*** ***
Sales Order # *** *** * ***Authorization has been issued to pick up and refund thecustomer’s furnitureWe apologize for any inconvenience caused this customer
Sales Order # *** ***An independent service company determined that damage found inmultiple areas of both the sofa and the loveseat is not a manufacturer defectand therefore is not covered by the factory warranty(Pictures attached) Althoughit is not covered, as a one time courtesy, Jennifer
Convertibles will order andinstall new replacement components for this customerComponents usually takebetween 6-weeks to arriveThe customer should contact our customer caredepartment upon receipt of the components to arrange for installation
Sales Order # *** ***packages of material components were sent separately via *** in SeptemberOne package was received and signed for by the customer at her homeThe second package was left at the *** central access point for the customer to pick upIt was returned to the factory after the customer failed to pick it up from that local drop pointI have had that 2nd package resent via ***It is out for delivery today.A service request has been sent to the local technician to schedule a date to complete service
Revdex.com:
I have reviewed the response made by the business in
reference to complaint ID# *** and have determined that my complaint has NOT been resolved because:No one has spoken to me personally about the matterI have not received any calls back from any employees from the companyI have only received email responses from *** ***, which he was rude and unhelpfulIn addition, I feel that their reason for not refunding the delivery fee is unacceptableThey are not considering a refund because they "Sell quality furniture at a discounted rate." I have asked for a phone number to contact someone above *** *** and I have not been provided with that information eitherI feel that requesting that I receive a refund for the $delivery fee is not an absurd request after dealing with the situation. Thank you,*** ***
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
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 and the matter has been resolved
Sincerely,
*** ***
Sales Order # *** ***Although the customer’s furniture is out of warranty, as a courtesy, I am ordering the components necessary to service the furniture to factory specsThe component order will take approximately 4-weeks to arrive
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
I
ordered my furniture in February It is now June **They promised me replacement furniture on June ***, and it never cameThat Monday ( June ***), a new manager from the Totowa store assured me he would help and send me new furniture with every single piece replacedI have not heard anything since then or receivedmy NEW furnitureI'm tired of "waiting for you to replace my furniture" that I ordered months ago!!
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***
Sales Order # *** *** The customer’s leather furniture was delivered in The one year warranty for manufacturer defects, such as cracking or peeling of the leather expired after one yearAs a courtesy we offered to send the customer a certificate for 20% off a replacement purchaseThe
customer refused our offer
Per your request, I've attached pictures and a scanned copy of my original lifetime warranty and receipt. Couch photo - This picture shows the material that was delivered to my address when I tried to invoke the warrantyThere are white spots all over the "leather" like materialSeeing this, the technician suggested not having the material installed.Couch 2 photo - Same as aboveCouch photo - This shows what happened to the material that was installed after I invoked the warranty the first timeThis damage happened after weeks of repair, clearly showing that the material was inferior to the material that lasted almost years.Please contact the me with any further questions.Thank you,*** ***
Sales Order # *** *** A service tech was out to the customer’s homeInitially it was thought the issue was incorrect sized legs were causing the problem with chaise / ottoman portion of the sectionalUpon further investigation it was found the floor under the sectional was unevenThe service
company has suggested we order a new chaise seat casing and core to correct a portion of the customer’s service issueA new cushion has been ordered and will be delivered to the customer from the manufacturerUnfortunately we are unable to address the uneven floor issue
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved
because:
[Your Answer Here]
I have received a phone call with an accepted offer of replacing the furniture; however I have yet to receive it and do not wish to close this case until the furniture arrivesUpon receiving the correct furniture, I will then proceed to have this case closed
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***
Sales Order # *** *** * *** The customer has been updated on the status of their service by both ** *** and via emailComponents have been ordered from the manufacturer and are currently being manufacturedUpon arrival via *** the customer should contact our call center to request installation and completion of her service
Sales Order # *** *** Although the customer’s purchase did not include a memory
foam sofa bed mattress I am arranging for one to be delivered to the customer
The service company will also address any concerns the customer has during the
same visit
Sales Order # ** ***We apologize for the unavoidable delay receiving thecustomer’s special order chairbedThe factory was unable to meet their previouslyagreed to timetable for manufacture of special ordersAs requested by thecustomer the order has been cancelled and a full refund was issued to
thecustomer’s credit card
Sales Order # ** ***The customer’s factory warranty expired in and the additionalUpholstery Shield plan purchased by the customer specifically excludes “fading,cracking, or peeling”As a courtesy to the Revdex.com, I will mail the customer arelease to refund the cost of the planUpon return of the
signed release we willprocess a refund for the plan(Copy attached)
Sales order # *** *** * *** Management has authorized an exchange / delivery for the defective reclining loveseatWe apologize for the delayParts ordered for the customer are overdue from the manufacturer causing the delay
Sales order # *** *** / *** A replacement, special order, sofa bed has been ordered from the manufacturerThe local showroom will contact the customer when it becomes available for delivery / exchange
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 and the matter has been resolved
Sincerely,
*** ***
Sales Order # *** *** * ***Authorization has been issued to pick up and refund thecustomer’s furnitureWe apologize for any inconvenience caused this customer
Sales Order # *** ***An independent service company determined that damage found inmultiple areas of both the sofa and the loveseat is not a manufacturer defectand therefore is not covered by the factory warranty(Pictures attached) Althoughit is not covered, as a one time courtesy, Jennifer
Convertibles will order andinstall new replacement components for this customerComponents usually takebetween 6-weeks to arriveThe customer should contact our customer caredepartment upon receipt of the components to arrange for installation
Sales Order # *** ***packages of material components were sent separately via *** in SeptemberOne package was received and signed for by the customer at her homeThe second package was left at the *** central access point for the customer to pick upIt was returned to the factory after the customer failed to pick it up from that local drop pointI have had that 2nd package resent via ***It is out for delivery today.A service request has been sent to the local technician to schedule a date to complete service
Revdex.com:
I have reviewed the response made by the business in
reference to complaint ID# *** and have determined that my complaint has NOT been resolved because:No one has spoken to me personally about the matterI have not received any calls back from any employees from the companyI have only received email responses from *** ***, which he was rude and unhelpfulIn addition, I feel that their reason for not refunding the delivery fee is unacceptableThey are not considering a refund because they "Sell quality furniture at a discounted rate." I have asked for a phone number to contact someone above *** *** and I have not been provided with that information eitherI feel that requesting that I receive a refund for the $delivery fee is not an absurd request after dealing with the situation. Thank you,*** ***
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***
Sales Order # *** *** The customer was contacted and the matter has been closed by mutual agreement
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 and the matter has been resolved
Sincerely,
*** ***
Sales Order # *** *** The customer’s order has been cancelled and fully refunded
Sales Order # *** ***Although the customer’s furniture is out of warranty, as a courtesy, I am ordering the components necessary to service the furniture to factory specsThe component order will take approximately 4-weeks to arrive