Furniture Marketplace

We apologize for the long delay getting this taken care of for Mrs [redacted] Despite our repeated attempts with the factory, they have not come up with a satisfactory response to take care of the customer's chair problem We have been in contact many times with the factory to try to resolve this, but they have been less than forthcoming That being said, we still need to take care of the customer's issue, so we will order the customer a new chair and take back the other one as the customer requested.We will call her when the new leather chair arrives and exchange it for her free of charge.Thanks

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,
*** ***

Initial Business Response /* (1000, 5, 2015/08/29) */
We acknowledge receipt of this customer's concern and intend to do all we can to come to a satisfactory resolution to this
Because of their house fire and in an attempt to meet this customer's needs we did make two separate free deliveries
to their home (we normally have a delivery fee) AND already exchanged one of their mattresses, within Serta's warranty guidelines at no charge
The customer originally came to us with this second issue a few months after using the setThe customer said it was too hard, although they did try the display mattress we had, on the floor, before buyingWe informed the customer that Serta does not have a comfort guarantee so we cannot exchange the mattress or give a refund because it is "too hard"Even so, we did send our employee out to ascertain if there were any warranty issues, but there were noneThe customer then mentioned concern about the mattress being over one year oldThe customer has never mentioned anything to us about an allergy issueIt is possible that the set was in our warehouse over a year as we do stock mattresses, but it was completely sealed in the factory wrap which we have confidence inIt is practice in our industry to stock product for convenient delivery to our customersWe never have nor never will sell used mattressesWe then did contact Serta and asked what could be done for our customer and Serta offered a $rebate to the customer, which we doubled and offered the consumer a $refundThe consumer stated they would consider the offer and get back to us, and that is the last we heard from them until this Revdex.com complaint arrived
We will contact the consumer directly and work with them to come up with an agreeable solutionIn our opinion, we believe we have been working diligently on this customer's issues, making free deliveries, exchanging one mattress set already, making service calls at no charge, as well as contacting Serta to enlist additional manufacturers assistance on our customers behalf

We apologize for the long delay getting this taken care of for Mrs. [redacted].  Despite our repeated attempts with the factory, they have not come up with a satisfactory response to take care of the customer's chair problem.  We have been in contact many times with the factory to try to...

resolve this, but they have been less than forthcoming.  That being said, we still need to take care of the customer's issue, so we will order the customer a new chair and take back the other one as the customer requested.We will call her when the new leather chair arrives and exchange it for her free of charge.Thanks