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]
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 It is our understanding that Mr [redacted] called Guardsman to report his claim on April 9, 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 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 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 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 useIf 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***, but ultimately it was Mr***’s responsibility to return the forms in a timely mannerTony B [redacted] Godby Home Furnishings
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 days from date of delivery, Godby Home Furnishings charges a very nominal trip fee of $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
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 expectI paid $for the chairHe did nothing to resolve the issue except fluff up the chair cushionHe said if I sat on it for a couple months it would straighten outThis is after I personally took the chair back to the storeThe 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 himWhen I asked him if he could close the door, he replied "no." That was the only place we could discuss the chairI 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 homeThis has been going on since Jan8, when the items were delivered
I am responding to your letter of October 8, concerning a complaint from Mr [redacted] , case # [redacted] Mrand Mrs [redacted] ordered several pieces of furniture from our Avon location September 14, The [redacted] visited our store on several occasions, sitting in various styles of sofas and chairs before making a decision on the furniture they desiredWhile we display the style of sofa and chair they chose in our showroom, the [redacted] chose a different cover rather than the leather we stockTheir custom furniture pieces arrived in about three weeksWhen 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 Approximately two hours after delivery, the [redacted] came into our store indicating that what we delivered was not what they orderedMrs [redacted] stated that she could feel the springs in the chairs when she sat in them, and that she wanted to return the chairsOur manager verified that we ordered the correct items based on the floor models the [redacted] sat in when making their choiceOur 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 invoiceOur 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 chairsMrs [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 $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
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.
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 associateHowever, 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
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]
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 It is our understanding that Mr [redacted] called Guardsman to report his claim on April 9, 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 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 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 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 useIf 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***, but ultimately it was Mr***’s responsibility to return the forms in a timely mannerTony B [redacted] Godby Home Furnishings
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 days from date of delivery, Godby Home Furnishings charges a very nominal trip fee of $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
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 expectI paid $for the chairHe did nothing to resolve the issue except fluff up the chair cushionHe said if I sat on it for a couple months it would straighten outThis is after I personally took the chair back to the storeThe 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 himWhen I asked him if he could close the door, he replied "no." That was the only place we could discuss the chairI 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 homeThis has been going on since Jan8, when the items were delivered
I am responding to your letter of October 8, concerning a complaint from Mr [redacted] , case # [redacted] Mrand Mrs [redacted] ordered several pieces of furniture from our Avon location September 14, The [redacted] visited our store on several occasions, sitting in various styles of sofas and chairs before making a decision on the furniture they desiredWhile we display the style of sofa and chair they chose in our showroom, the [redacted] chose a different cover rather than the leather we stockTheir custom furniture pieces arrived in about three weeksWhen 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 Approximately two hours after delivery, the [redacted] came into our store indicating that what we delivered was not what they orderedMrs [redacted] stated that she could feel the springs in the chairs when she sat in them, and that she wanted to return the chairsOur manager verified that we ordered the correct items based on the floor models the [redacted] sat in when making their choiceOur 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 invoiceOur 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 chairsMrs [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 $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
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.
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 associateHowever, 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