GOURMETRICA

This is the information I received from the asst store mgr todayThanks [redacted] Good aftternoon ***, Just giving you an update on [redacted] *** [redacted] went out to her home today on the damaged to her home He said that service is going to go out and stain her steps for her She knows her table top on her exchange is on backorder it should be in this month and will wait [redacted] also told her we would do a $gift card I have processed the gift card for her and will send it to her in the mail According to [redacted] she was satisfied with all of that, plus she wants a matching bench to go with her table and I have already ordered that and it will be in the same time as the table topIf you need anything else from us on this just let me know Thank you,

We have already spoken with this customer and take no responsibility for thisWe have had no reports of bed bugs in our Warehouses or Trucks and our bedding is shipped in plastic from the manufacture

Our service tech went to Mr***'s and inspected his bedding and determined it had only a dip of [redacted] Warranty says it has to be one and a half inch to be considered defectiveThis is [redacted] Warranty Not Grand's [redacted] will not replace it at this timeWe will be happy to recheck it in the future if Mr [redacted] feels like it has sank or dipped to the inch and a half requirement by the bedding company Service Report belowPage of 302/09/08:41:- *** - Manually entered comments .75" DIP // NO STAINS// SLATS ONLY, NO CENTER SUPPORT//02/09/08:41:- *** - Service Order closed

I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution would be satisfactory to me I will wait for the business to perform this action and, if it does, will consider this complaint resolved I also know that of the beds I have had from Grand, the defects do not immediately appearI hope that this 4th bed is 100% satisfactoryTime will tell Regards, [redacted]

We sincerely apologize for the delay in the shipments to fill Ms [redacted] order and for the damages does to her walls once the furniture was delivered We will be more than happy to refund the $The Store Manager will be in touch with Ms [redacted] to take care of this

I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution would be satisfactory to me I will wait for the business to perform this action and, if it does, will consider this complaint resolved Thank you for honoring the warranty Regards, [redacted] ***

We apologize for the delay in getting the parts but this is not uncommonWe do have the connectors now and service has been notified to contact the customer to schedule a day to come out and take care of this. We will let you know when it is completeAs far as talking to higher management I
understand that the customer did speak with our Vice President of Customer Service on Friday 10/about this issue

I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved
Regards,
*** ***

The Vice President of Customer Service has agreed to the $disputed amount the store will process a credit for this amount

We exchanged the customers chair today 6/if there is any other concerns let us know

Our records show this Sofa was returned and we have given the customer a refund on their *** 9/9/

I have reviewed the response offer 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 have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved
Regards,
***
***

I have
reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me. I spoke with a very nice employee from Grand Home Furnishings customer service last week about my complaintShe was very apologetic about my experience with the storeShe was going to credit my account for the damage to my walls and a exit sign in the hallway.After speaking with her I will probably return to the store for future purchasesThey seem to care about their customers.resolution was :$ difference between 1st set of furniture and 2nd set that was delivered.$ no sales tax per the store ( no sales tax weekend)$ no delivery chargeSincerely,*** ***

I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.Mr*** did come to my home today, was very kind, and hopefully this will resolve the matter After months, I was glad to hear that the problems will be taken care of shortly
Regards,
*** ***

I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved
Regards,
*** ***

After review of this request we find that the bedding did not meet the requirements from the manufacture of and half inch impression to be considered defectiveThis is why the claim was deniedHowever the customer did admit her dog threw up on the mattress which resulted in the stain and the
manufacture says this voids the WarrantyThe customer did not purchase the Mattress cover we sell which has the Warranty to protect from stains like thisBecause Grand is in the business to satisfy our customers we will go out of our policy to make this one time replacement of this MattressThe Store Manager will be in touch with Ms *** within the next day or so

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait...

for the business to perform this action and, if it does, will consider this complaint resolved.
I also know that of the 4 beds I have had from Grand, the defects do not immediately appear. I hope that this 4th bed is 100% satisfactory. Time will tell.
Regards,
[redacted]

The Mgr [redacted] will been in touch with this customer to work out a solution to her problem. We do apologize for any misunderstanding regarding her warranty.

Our service tech went to Mr. [redacted]'s and inspected his bedding and determined it had only a dip of .75. [redacted] Warranty says it has to be one and a half inch to be considered defective. This is [redacted] Warranty Not Grand's.  [redacted] will not replace it at this time. We will be happy to recheck...

it in the future if Mr. [redacted] feels like it has sank or dipped to the inch and a half requirement by the bedding company. 
 
Service Report below.... Page 3 of 302/09/16 08:41:43 - [redacted]  - Manually entered comments .75" DIP // NO STAINS// SLATS ONLY, NO CENTER               SUPPORT//02/09/16 08:41:51 - [redacted]  - Service Order closed.