Will never buy furniture from Godby again ! Paid for an extended warranty, went to pick furniture up and they didn't think it needed to be tied down in truck, resulting in the loveseat falling out onto the road and being damagedThey would not take any responsibility in the matter and would not let us use the warranty to fix itVery sad to work hard for your money to give to a company like this !
Dear Revdex.com Indy, Addressing the concerns in order:1) Sofa back cushions dipping The items purchased are a pillow back sofa and loveseat Pillow back furniture offer a softer, more comfortable feel than tight
back furniture The trade off for the comfort is that it must be regularly maintained and fluffed As an advantage, one may add dacron fill over and above what the manufacturer provides using the zipper feature on each pillow back to suit their taste Any pillow back furniture will need to be fluffed regularly, or it will take the shape of the person sitting on the item Our technicians determined that continued maintenance what the items required. 2)The fabric was "pilling" Pilling is not a fabric defect Many fabrics, especially the more durable olefin and nylon fabrics "pill" I copied the Ashley fabric warranty from their manufacturer website http://www.ashleyfurniture.com/sitemap/ashleywarranty.aspx It states: Upholstered FabricYear Limited WarrantyAshley Furniture Industries, Incwarrants to you, the original retail purchaser, for a period of one year from the date of purchase, all upholstered fabrics against seam slippage, fraying, and dye transfersThis warranty does not cover tears, flattening of nap, pilling, fading, or shrinking and is not valid when heavy soiling or abuse is evidentThis warranty also does not cover protective finishes, velvets, velvet types, and Orlon, since by their very nature, these fabrics are of soft texture and will crush, shade and mark more readily than most fabrics; these characteristics are in no way to be considered a defectAshley Furniture Industries, Incwill pay, within one year from the date of purchase, reasonable and customary labor rates to repair or replace the defective parts and shipping costs from the retailer to and from Ashley Furniture Industries, Inc., or a repair center designated by the Customer Service Department of Ashley Furniture Industries, Inc., at no charge to the original retail purchaser.We did advise the customer as to how to use a fabric shaver to remove the pilling as needed In summation, the issues concerning the customer are not defects, but rather a maintenance issue to keep the comfort and look of the furniture
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
Regards,
*** ***
I feel that we were taken advantage of, but I did sign the invoice and know that I can't do anything about thisLegally the store is in the right, but the honorable thing for MrGodby to do as far as I am concerned would be to return at least half of the fee
Dear Revdex.com, Godby Home Furnishings did offer fabric protection with a "No Use - No Lose" promotional feature for a short time many years ago Various retail stores similar promotions from time to time, and therefore have their own terms for their own business
Our promotion was very simple and straightforward I am attaching an example of the certificate we issued with every purchase during this promotion Our terms were simply if you do not use the protection plan within the first year of purchase, we would issue an in-store credit We also specified that the Original Certificate issued at the time of the sale be presented for redemption NO EXCEPTIONS We filled out the certificate with pertinent details of customer name, invoice number, amount of Guardsman purchase, and a store manager signature Each customer did get a certificate at the time of the qualifying sale The verbiage Mrs*** quotes in her complaint detailing the terms of the promotion are the terms of another retailer she found on the internet, NOT the terms of Godby Home Furnishings We strive to treat everyone in the same fair and honest manner, and apply our promotions the same to each and every customer While we do not want to have an upset customer, we are firm in adhering to the terms of our promotions equally for everyone The certificate must be presented for redemption Tony ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Regards,
[redacted]
Revdex.com:I have reviewed the response made by the business in reference to complaint ID[redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.I Should have been made aware that the furniture I was buying needed constant "maintenance". I Never would have purchased it! Do you honestly think anyone wants to continually stuff every cushion over and over again and shave their furniture? Your response is laughable!!Regards,[redacted]
Godby Home Furnishings of Noblesville, IN does not honor warranties and has no commitment to customer service. I received a special order chair that was substandard in its craftmanship. The store manager told me that I purchased a low quality chair so that is what I should expect. I paid $500.00 for the chair. He did nothing to resolve the issue except fluff up the chair cushion. He said if I sat on it for a couple months it would straighten out. This is after I personally took the chair back to the store. The store manager also made be stand with the chair in their furniture storage area in front of the large delivery door in subzero weather and wind in order to talk to him. When I asked him if he could close the door, he replied "no." That was the only place we could discuss the chair. I also did not receive the proper pillows with the sofa that I ordered at the same time. I have called repeatedly and talked to the salesman and he keeps saying the pillows are coming and that he will personally deliver the pillows to my home. This has been going on since Jan. 8, 2016 when the items were delivered.
We have indeed spoken with Mr. [redacted] on numerous occasions with regard to this claim. We are bound by the warranty procedures of our vendors; in this case Serta Mattress company. Serta requires verification of the claim by Godby personnel or acceptable photographs clearly indicating...
the defect along with proof that the mattress is not stained or abused in any way. For all warranty claims over 90 days from date of delivery, Godby Home Furnishings charges a very nominal trip fee of $25.00 for a technician to go to the customer home and take the necessary photographs to provide to the vendor. Mr. [redacted] has refused to pay the trip fee. We cannot proceed with his claim with Serta until proper documentation and photographs have been obtained.
I am responding to your claim [redacted], Mr. [redacted].Mr. [redacted] did purchase furniture, as well as a furniture protection plan administered by Guardsman, from Godby Home Furnishings in February 2013. It is our understanding that...
Mr. [redacted] called Guardsman to report his claim on April 9, 2015. Guardsman subsequently e-mailed Mr. [redacted] a“Service Request Form” to be completed and returned to Guardsman. Guardsman clearly indicates on the warranty card and the service request form that the completed form must be returned to Guardsman within 30 days of reporting the stain or damage (see attached copy of the warranty card). Mr. [redacted] did not return the required forms until June 3, 2015, outside the specified 30 day timeframe for returning the forms, resulting in a denial of his claim. Upon learning of the claim denial, Mr. [redacted] called our store asking us to intervene on his behalf. We did call our Guardsman representative, but since Mr. [redacted] did not return his claim form within the terms, his claim remains in denial. Their stance is that 30 days is more than enough time to complete and return the forms. In general, Guardsman wants to address the stain or damage issue quickly to prevent stains from setting in, or in the case of a damage – prevent the problem from escalating due to continued use. If a customer does not return the forms in a timely manner in order for Guardsman to address the complaint, the claim is denied per the warranty terms.In summation, Godby Home Furnishings has to abide by the terms of the warranty. We did contact the Guardsman representative on behalf of Mr. [redacted], but ultimately it was Mr. [redacted]’s responsibility to return the forms in a timely manner. Tony B[redacted]Godby Home Furnishings
Our position on warranty claims does not change.
For all warranty claims over 90 days from date of delivery, Godby Home Furnishings charges a very nominal trip fee of
$25.00 for a technician to go to the customer home and take the necessary photographs to provide to the vendor. Mr.
[redacted] has refused to pay the trip fee. We cannot proceed with his claim with Serta until proper documentation and
photographs have been obtained.
font-size: 12pt; mso-fareast-font-family: Garamond; mso-bidi-font-size: 11.0pt;'>I am responding to your letter of October 8, 2014 concerning a complaint from Mr. [redacted], case #[redacted].
Mr. and Mrs. [redacted] ordered several pieces of furniture from our Avon location September 14, 2014. The [redacted] visited our store on several occasions, sitting in various styles of sofas and chairs before making a decision on the furniture they desired. While we display the style of sofa and chair they chose in our showroom, the [redacted] chose a different cover rather than the leather we stock. Their custom furniture pieces arrived in about three weeks. When placing an order, we review our terms of sale with each customer, which includes the written statement appearing on all of our sales invoices: "Special orders and lay-a-ways require a 25% non-refundable deposit". I have included a copy of the sales invoice signed by Mr. [redacted] acknowledging the terms of sale.
When the custom upholstery items arrived, we set delivery for October 7. Approximately two hours after delivery, the [redacted] came into our store indicating that what we delivered was not what they ordered. Mrs. [redacted] stated that she could feel the springs in the chairs when she sat in them, and that she wanted to return the chairs. Our manager verified that we ordered the correct items based on the floor models the [redacted] sat in when making their choice. Our manager stated to Mrs. [redacted] that she did not have to keep the chairs, but that there would be a 25% re-stocking fee as indicated on the sales invoice. Our manager suggested that rather than just returning them, we could send a service technician to their home to determine if there was some type of defect in the chairs. Mrs. [redacted] refused to have someone come and inspect the chairs. ...⇄
Subsequently, Mrs. [redacted] stated she just wanted us to pick up all three special order items, and return them.
Since the [redacted] would not let us inspect the items, we did write up an invoice for the 25°/o restocking fee, which totaled $659.97. Mrs. [redacted] signed the restock invoice, (copy of signed invoice is included) indicating to us that she would rather pay the restock fee rather than have us assess and resolve her issue any other way.
Sincerely,
Tony [redacted]
Operations Manager
Godby Home Furnishings
I certainly apologize for any miscommunication with the [redacted] family. Godby Home Furnishings tries very hard to be fair and consistent with each customer that shops with us. Any of our sales associates would indicate our WOW pricing is no further discounts. We have taken very...
deep discounts on these items, which usually are sold below our cost. While I have no way of knowing the exact conversation, I am confident that Penny would not intentionally mis-state our pricing. I do believe Penny would try to welcome a customer into our store and give a brief overview of our products, as well as a general overview of what our pricing tags mean. It is difficult to review all details at the time a customer enters the store. Many times, a customer just wishes to look around without a sales associate. However, if the customer allows us to discuss their room and their furniture needs, we are able to delve more deeply into specific details about an item. Unfortunately it seems like we did not get that chance during the initial visit.
We are bringing this instance to the forefront of our entire Avon staff so as to avoid any future miscommunication of this nature.
Again, we are willing to go to Serta for Mr. [redacted], but we are only able to do so with appropriate documentation. At this point, it is up to Mr. [redacted] to pay the trip charge for our technician to obtain the required documentation.
Will never buy furniture from Godby again ! Paid for an extended warranty, went to pick furniture up and they didn't think it needed to be tied down in truck, resulting in the loveseat falling out onto the road and being damagedThey would not take any responsibility in the matter and would not let us use the warranty to fix itVery sad to work hard for your money to give to a company like this !
Dear Revdex.com Indy, Addressing the concerns in order:1) Sofa back cushions dipping The items purchased are a pillow back sofa and loveseat Pillow back furniture offer a softer, more comfortable feel than tight
back furniture The trade off for the comfort is that it must be regularly maintained and fluffed As an advantage, one may add dacron fill over and above what the manufacturer provides using the zipper feature on each pillow back to suit their taste Any pillow back furniture will need to be fluffed regularly, or it will take the shape of the person sitting on the item Our technicians determined that continued maintenance what the items required. 2)The fabric was "pilling" Pilling is not a fabric defect Many fabrics, especially the more durable olefin and nylon fabrics "pill" I copied the Ashley fabric warranty from their manufacturer website http://www.ashleyfurniture.com/sitemap/ashleywarranty.aspx It states: Upholstered FabricYear Limited WarrantyAshley Furniture Industries, Incwarrants to you, the original retail purchaser, for a period of one year from the date of purchase, all upholstered fabrics against seam slippage, fraying, and dye transfersThis warranty does not cover tears, flattening of nap, pilling, fading, or shrinking and is not valid when heavy soiling or abuse is evidentThis warranty also does not cover protective finishes, velvets, velvet types, and Orlon, since by their very nature, these fabrics are of soft texture and will crush, shade and mark more readily than most fabrics; these characteristics are in no way to be considered a defectAshley Furniture Industries, Incwill pay, within one year from the date of purchase, reasonable and customary labor rates to repair or replace the defective parts and shipping costs from the retailer to and from Ashley Furniture Industries, Inc., or a repair center designated by the Customer Service Department of Ashley Furniture Industries, Inc., at no charge to the original retail purchaser.We did advise the customer as to how to use a fabric shaver to remove the pilling as needed In summation, the issues concerning the customer are not defects, but rather a maintenance issue to keep the comfort and look of the furniture
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
Regards,
*** ***
I feel that we were taken advantage of, but I did sign the invoice and know that I can't do anything about thisLegally the store is in the right, but the honorable thing for MrGodby to do as far as I am concerned would be to return at least half of the fee
Dear Revdex.com, Godby Home Furnishings did offer fabric protection with a "No Use - No Lose" promotional feature for a short time many years ago Various retail stores similar promotions from time to time, and therefore have their own terms for their own business
Our promotion was very simple and straightforward I am attaching an example of the certificate we issued with every purchase during this promotion Our terms were simply if you do not use the protection plan within the first year of purchase, we would issue an in-store credit We also specified that the Original Certificate issued at the time of the sale be presented for redemption NO EXCEPTIONS We filled out the certificate with pertinent details of customer name, invoice number, amount of Guardsman purchase, and a store manager signature Each customer did get a certificate at the time of the qualifying sale The verbiage Mrs*** quotes in her complaint detailing the terms of the promotion are the terms of another retailer she found on the internet, NOT the terms of Godby Home Furnishings We strive to treat everyone in the same fair and honest manner, and apply our promotions the same to each and every customer While we do not want to have an upset customer, we are firm in adhering to the terms of our promotions equally for everyone The certificate must be presented for redemption Tony ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Regards,
[redacted]
Revdex.com:I have reviewed the response made by the business in reference to complaint ID[redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.I Should have been made aware that the furniture I was buying needed constant "maintenance". I Never would have purchased it! Do you honestly think anyone wants to continually stuff every cushion over and over again and shave their furniture? Your response is laughable!!Regards,[redacted]
Godby Home Furnishings of Noblesville, IN does not honor warranties and has no commitment to customer service. I received a special order chair that was substandard in its craftmanship. The store manager told me that I purchased a low quality chair so that is what I should expect. I paid $500.00 for the chair. He did nothing to resolve the issue except fluff up the chair cushion. He said if I sat on it for a couple months it would straighten out. This is after I personally took the chair back to the store. The store manager also made be stand with the chair in their furniture storage area in front of the large delivery door in subzero weather and wind in order to talk to him. When I asked him if he could close the door, he replied "no." That was the only place we could discuss the chair. I also did not receive the proper pillows with the sofa that I ordered at the same time. I have called repeatedly and talked to the salesman and he keeps saying the pillows are coming and that he will personally deliver the pillows to my home. This has been going on since Jan. 8, 2016 when the items were delivered.
We have indeed spoken with Mr. [redacted] on numerous occasions with regard to this claim. We are bound by the warranty procedures of our vendors; in this case Serta Mattress company. Serta requires verification of the claim by Godby personnel or acceptable photographs clearly indicating...
the defect along with proof that the mattress is not stained or abused in any way. For all warranty claims over 90 days from date of delivery, Godby Home Furnishings charges a very nominal trip fee of $25.00 for a technician to go to the customer home and take the necessary photographs to provide to the vendor. Mr. [redacted] has refused to pay the trip fee. We cannot proceed with his claim with Serta until proper documentation and photographs have been obtained.
I am responding to your claim [redacted], Mr. [redacted].Mr. [redacted] did purchase furniture, as well as a furniture protection plan administered by Guardsman, from Godby Home Furnishings in February 2013. It is our understanding that...
Mr. [redacted] called Guardsman to report his claim on April 9, 2015. Guardsman subsequently e-mailed Mr. [redacted] a“Service Request Form” to be completed and returned to Guardsman. Guardsman clearly indicates on the warranty card and the service request form that the completed form must be returned to Guardsman within 30 days of reporting the stain or damage (see attached copy of the warranty card). Mr. [redacted] did not return the required forms until June 3, 2015, outside the specified 30 day timeframe for returning the forms, resulting in a denial of his claim. Upon learning of the claim denial, Mr. [redacted] called our store asking us to intervene on his behalf. We did call our Guardsman representative, but since Mr. [redacted] did not return his claim form within the terms, his claim remains in denial. Their stance is that 30 days is more than enough time to complete and return the forms. In general, Guardsman wants to address the stain or damage issue quickly to prevent stains from setting in, or in the case of a damage – prevent the problem from escalating due to continued use. If a customer does not return the forms in a timely manner in order for Guardsman to address the complaint, the claim is denied per the warranty terms.In summation, Godby Home Furnishings has to abide by the terms of the warranty. We did contact the Guardsman representative on behalf of Mr. [redacted], but ultimately it was Mr. [redacted]’s responsibility to return the forms in a timely manner. Tony B[redacted]Godby Home Furnishings
Our position on warranty claims does not change.
For all warranty claims over 90 days from date of delivery, Godby Home Furnishings charges a very nominal trip fee of
$25.00 for a technician to go to the customer home and take the necessary photographs to provide to the vendor. Mr.
[redacted] has refused to pay the trip fee. We cannot proceed with his claim with Serta until proper documentation and
photographs have been obtained.
font-size: 12pt; mso-fareast-font-family: Garamond; mso-bidi-font-size: 11.0pt;'>I am responding to your letter of October 8, 2014 concerning a complaint from Mr. [redacted], case #[redacted].
Mr. and Mrs. [redacted] ordered several pieces of furniture from our Avon location September 14, 2014. The [redacted] visited our store on several occasions, sitting in various styles of sofas and chairs before making a decision on the furniture they desired. While we display the style of sofa and chair they chose in our showroom, the [redacted] chose a different cover rather than the leather we stock. Their custom furniture pieces arrived in about three weeks. When placing an order, we review our terms of sale with each customer, which includes the written statement appearing on all of our sales invoices: "Special orders and lay-a-ways require a 25% non-refundable deposit". I have included a copy of the sales invoice signed by Mr. [redacted] acknowledging the terms of sale.
When the custom upholstery items arrived, we set delivery for October 7. Approximately two hours after delivery, the [redacted] came into our store indicating that what we delivered was not what they ordered. Mrs. [redacted] stated that she could feel the springs in the chairs when she sat in them, and that she wanted to return the chairs. Our manager verified that we ordered the correct items based on the floor models the [redacted] sat in when making their choice. Our manager stated to Mrs. [redacted] that she did not have to keep the chairs, but that there would be a 25% re-stocking fee as indicated on the sales invoice. Our manager suggested that rather than just returning them, we could send a service technician to their home to determine if there was some type of defect in the chairs. Mrs. [redacted] refused to have someone come and inspect the chairs.
...⇄
Subsequently, Mrs. [redacted] stated she just wanted us to pick up all three special order items, and return them.
Since the [redacted] would not let us inspect the items, we did write up an invoice for the 25°/o restocking fee, which totaled $659.97. Mrs. [redacted] signed the restock invoice, (copy of signed invoice is included) indicating to us that she would rather pay the restock fee rather than have us assess and resolve her issue any other way.
Sincerely,
Tony [redacted]
Operations Manager
Godby Home Furnishings
I certainly apologize for any miscommunication with the [redacted] family. Godby Home Furnishings tries very hard to be fair and consistent with each customer that shops with us. Any of our sales associates would indicate our WOW pricing is no further discounts. We have taken very...
deep discounts on these items, which usually are sold below our cost. While I have no way of knowing the exact conversation, I am confident that Penny would not intentionally mis-state our pricing. I do believe Penny would try to welcome a customer into our store and give a brief overview of our products, as well as a general overview of what our pricing tags mean. It is difficult to review all details at the time a customer enters the store. Many times, a customer just wishes to look around without a sales associate. However, if the customer allows us to discuss their room and their furniture needs, we are able to delve more deeply into specific details about an item. Unfortunately it seems like we did not get that chance during the initial visit.
We are bringing this instance to the forefront of our entire Avon staff so as to avoid any future miscommunication of this nature.
Again, we are willing to go to Serta for Mr. [redacted], but we are only able to do so with appropriate documentation. At this point, it is up to Mr. [redacted] to pay the trip charge for our technician to obtain the required documentation.