Furniture Plus

I am saddened to hear of the complaint by Mr***We have, as Mr [redacted] stated, replaced his cushions four timesThe first two times we replaced the cushions with the same cushion cores that the factory supplies to all of these sofasThese particular cushion cores are special in the fact they are built with a spring core, much like a little mattressThe purpose of which is to provide a more comfortable and durable seating surfaceThe initial times we replaced them, the manner in which they were sat in would also create a ripple that would appear in the cushionAfter the first two sets of cushion cores were not satisfactory to Mr***, we then purchased solid foam cushion cores for Mr[redacted] at our expenseThese cushion cores come with a year warranty from the manufacturerThis set of cushion cores were also unsatisfactory to Mr***Lastly, in a final attempt to satisfy Mr***, we purchased a high density foam from a foam supplier to end the complaint of sinking in the cushionsThese too, were not satisfactory as they are too now too hardWe, at Furniture Plus have gone to great lengths and additional expense in making every effort to try to satisfy Mr***I am sorry they don't like the sofa they purchased and I am willing to replace the cushion cores with the original ones, one last time, in a final attempt to satisfy Mr***Thank you for your time and considerationRegards, Stephen Caro, owner

I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Revdex.com spoke to consumer and the following was relayed: The business has stated that they are ordering a set of the original cushions and they should be expected in the next 7-daysThe consumer has agreed to try again and see if this helps, but if not she will call to reopen and revisit complaintConsumer stated that there is a year warranty on the cushions and she does expect business to uphold that, and consumer does believe the issue with the couch is not a cushion issue, but a design flaw Regards, [redacted] ***

From: *** ***Date: Mon, Oct 3, at 1:PMSubject: Complaint ID ***To: ***@myRevdex.com.orgCc: *** *** *** ***, As a follow up to our phone conversation on 10/03/concerning my complaint number ID ***Please be advised that I have received a full refund check of $on 10/03/and would like to release/remove my complaint and consider it to be satisfied. Thank you for your assistance in this matter. *** ***

September 19, 2016Revdex.com serving Metro Washington DC and Eastern Pennsylvania K Street NW Washington DC 20005-3404Re: Complaint ID #***Dear Revdex.com,We are writing in response to the complaint ID referenced aboveWe have reviewed the Customer Experience statement providedAs I
understand the issue, the consumer contacted our call center on more than one occasion requesting a refundAt this time we are expediting the refundrequest.It is disheartening to hear that the communication of the consumers request was not addressed in a more reasonable timeframeWe want you to know the consumer concerns were heard, and we are taking steps to improve our communication with our patients.Again, thank you for reaching out to us with the concernsPlease be assured that we are committed to providing responsible, reliable, quality care for our patients and community.Kim C

I am saddened to hear of the complaint by Mr. [redacted]. We have, as Mr. [redacted] stated, replaced his cushions four times. The first two times we replaced the cushions with the same cushion cores that the factory supplies to all of these sofas. These particular cushion cores are special in the fact they...

are built with a spring core, much like a little mattress. The purpose of which is to provide a more comfortable and durable seating surface. The initial times we replaced them, the manner in which they were sat in would also create a ripple that would appear in the cushion. After the first two sets of cushion cores were not satisfactory to Mr. [redacted], we then purchased solid foam cushion cores for Mr.[redacted] at our expense. These cushion cores come with a 10 year warranty from the manufacturer. This set of cushion cores were also unsatisfactory to Mr. [redacted]. Lastly, in a final attempt to satisfy Mr. [redacted], we purchased a high density foam from a foam supplier to end the complaint of sinking in the cushions. These too, were not satisfactory as they are too now too hard. We, at Furniture Plus have gone to great lengths and additional expense in making every effort to try to satisfy Mr. [redacted]. I am sorry they don't like the sofa they purchased and I am willing to replace the cushion cores with the original ones, one last time, in a final attempt to satisfy Mr. [redacted]. Thank you for your time and consideration. Regards, Stephen Caro, owner

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.  Revdex.com spoke to consumer and the following was relayed: The business has stated that they are ordering a set of the original cushions and they should be expected in the next 7-10 days. The consumer has agreed to try again and see if this helps, but if not she will call to reopen and revisit complaint. Consumer stated that there is a 10 year warranty on the cushions and she does expect business to uphold that, and consumer does believe the issue with the couch is not a cushion issue, but a design flaw.
Regards, 
[redacted]