Grand Home Furnishings

The problem the consumer is having is a wear issueThe protection plan that was purchased covers accidents including cuts, rips, tears, burns, etcWhat happened to the consumers merchandise is not an accident, which is why [redacted] did not cover the claimIn fact, this is not covered by the manufacturer's warranty either as this is a wear issue I have explained to the customer that we can not issue a refund for the protection for several reasons: She has had coverage for almost yearsThere is no way to stop the coverage after this long just like any other "insurance"She has not made a claim that should have been covered and gotten denied (If she had made a legitament complaint and been denied, we would be happy to refund and continue her coverage as it can not be stopped after years) The customer will receive an in-store credit for the amount of the protection plan after years as long as the plan is not used

I have already spoke with this consumer and explained to him that we have paperwork that very clearly explains our bedding return policy (I have attached a copy of all of the paperworkHowever if necessary, we will allow him to reselect (One Time Only) just to rectify the situationThe consumer does understand that if a reselection is made, we will be charging a delivery fee ($99.95) along with our comfort agreement fee ($229.97), which he declined (Explained on the paperwork he signed that the bedding was nonreturnable unless he has a valid warranty claim, which he does not, or if they purchased our Day comfort protection)We did not hide anything from this consumer or any consumer when it comes to this policyWe are very upfront with our consumers about the policies we have in placeWe make every effort to ensure customer satisfaction.I have informed the customer that with our day comfort protection (If purchased, in this case was not purchased), we require the consumer sleep on the new set for a minimum of nights due to initial break in periods and to give the consumer time to adjust to a new sleeping habitWe are actually even going to go above that and allow them to reselect early if needed.We agreed to the following per the phone conversation I had with the customer this afternoon:The consumer will keep the bedding for at least one full week to allow adjustment timeIf they are still not satisfied, we will go above our policy and allow a ONE TIME ONLY reselection of the mattress only as long as the consumer pays for delivery ($99.95) and purchases the comfort protection they originally declined ($229.97: Includes mattress protector, queen pillow, & a pair of queen pillow protectors as a courtesy to the consumer)However, we will not be able to issue a refund to the consumer for any reasonThe consumer is aware that the new selection (If Needed) will be 100% non-returnable for any reason other than a valid warranty claim thru the manufacturerThis will be resolved with the consumer ASAP.Please feel free to give me a call [redacted] or respond to this email if there are any other questions or concerns [redacted] Grand Home FurnishingsBeckley Store Manager

I have spoke with the Store Mgr and she agreed to refund the customer $ Thank you [redacted] Senior Customer Service Rep

I have reviewed the response made by the business in reference to complaint ID [redacted] However, I am aware that the only reason for them TRYING to resolve is because of your involvementNot only did we waste a whole day waiting on an 'early afternoon' delivery, we had to continuously call with no responseDelivery wasn't until after Still not completely satisfied and we still spent more money than originally Regards, [redacted] ***

[redacted] Bedding Warranty states that in order for a mattress to be considered defective it would have a 1& 1/inch depression and free of stains Mr [redacted] Mattress has a stain and and would need to have it cleaned within warranty guidelines and only has 3/inch impressions at this time and not considered defectiveMr [redacted] the store mgr has been in touch with the customer to explain this If in a few months the mattress sinks more and is cleaned according to Warranty we will be glad to have our service tech inspect it again Thank you [redacted] Senior Customer Service Rep Grand HOme Furnishings Corp

Hello,We sent a tech to evaluate Mrand Mrs [redacted] mattress on February 12, to determine if their [redacted] mattress met warranty requirementsPer our report, it had a 3/inch impressionAll mattresses have some comfort impressionsThe standard warranty requirements from almost all manufacturers require a 1/inch impression to be a defectIf Mrand Mrs [redacted] would like us to send another tech out we could do that, and measure againI've checked with my staff, and no one received an email from them in JanuaryIf they would like to contact me directly, they can email me at [redacted] , or call me at [redacted] ***

[A default letter is provided here which indicates your acceptance of the business's offer If you wish, you may update it before sending it.] Revdex.com: I have reviewed the offer made by the business in reference to complaint ID [redacted] , and find that this resolution would be satisfactory to meI will wait for the business to send a tech to measure the mattress as offered and will see the results of the measurementsIf the company does not perform as promised I can get back to you at: [redacted] Regards, [redacted] ***

have spoke to customer and have set service up to go out saturday for the sectional problems
I told customer we would refund delivery charge on original delivery,
also offer % off and use of his coupon and free delivery on a reselect of entertainment center/ fireplace
He is
supposed to call back and let me know about fireplaceSvc to go out Saturday
Thanks
*** ***
Asst mgr
Grand Tanglewood

[A default letter is provided here which indicates your acceptance of the business's offer.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the offer 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 send a tech to measure the mattress as offered and will see the results of the measurements. If the company does not perform as promised I can get back to you at: [redacted]
Regards,
[redacted]

[redacted] Bedding Warranty states that in order for a mattress to be considered defective it would have a 1& 1/2 inch depression and free of stains.   Mr [redacted] Mattress has a stain and and would need to have it cleaned within warranty guidelines and only has 3/4 inch impressions at...

this time and not considered defective. Mr [redacted] the store mgr has been in touch with the customer to explain this. 
If in a few months the mattress sinks more and is cleaned according to Warranty we will be glad to have our service tech inspect it again.
 
Thank you
[redacted]
Senior Customer Service Rep
Grand HOme Furnishings Corp

The problem the consumer is having is a normal wear issue. The protection plan that was purchased covers accidents including cuts, rips, tears, burns, etc. What happened to the consumers merchandise is not an accident, which is why [redacted] did not cover the claim. In fact, this is not covered by...

the manufacturer's warranty either as this is a normal wear issue.  I have explained to the customer that we can not issue a refund for the protection for several reasons: She has had coverage for almost 3 years. There is no way to stop the coverage after this long just like any other "insurance". She has not made a claim that should have been covered and gotten denied (If she had made a legitament complaint and been denied, we would be happy to refund and continue her coverage as it can not be stopped after 3 years) The customer will receive an in-store credit for the amount of the protection plan after 5 years as long as the plan is not used.

I have reviewed the response offer 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.
Regards,
[redacted]
I talked with someone on the phone today and they suggested that I clean the mattress. as far as the sag is concerned they will do nothing until it reaches 1 and a half inches. I told them that it is uncomfortable to sleep on and they said thats just how it is. so basically if the sag does not reach 1 and a half inches then we are just stuck with it. this is totally unacceptable. they say they want to make you happy. well we are unhappy. can you please help us? all we want is either a new mattress or a refund. thank you

I have already spoke with this consumer and explained to him that we have paperwork that very clearly explains our bedding return policy (I have attached a copy of all of the paperwork. However if necessary, we will allow him to reselect (One Time Only) just to rectify the situation. The consumer...

does understand that if a reselection is made, we will be charging a delivery fee ($99.95) along with our comfort agreement fee ($229.97), which he declined (Explained on the paperwork he signed that the bedding was nonreturnable unless he has a valid warranty claim, which he does not, or if they purchased our 60 Day comfort protection). We did not hide anything from this consumer or any consumer when it comes to this policy. We are very upfront with our consumers about the policies we have in place. We make every effort to ensure customer satisfaction.I have informed the customer that with our 60 day comfort protection (If purchased, in this case was not purchased), we require the consumer sleep on the new set for a minimum of 30 nights due to initial break in periods and to give the consumer time to adjust to a new sleeping habit. We are actually even going to go above that and allow them to reselect early if needed.We agreed to the following per the phone conversation I had with the customer this afternoon:The consumer will keep the bedding for at least one full week to allow adjustment time. If they are still not satisfied, we will go above our policy and allow a ONE TIME ONLY reselection of the mattress only as long as the consumer pays for delivery ($99.95) and purchases the comfort protection they originally declined ($229.97: Includes mattress protector, queen pillow, & a pair of queen pillow protectors as a courtesy to the consumer). However, we will not be able to issue a refund to the consumer for any reason. The consumer is aware that the new selection (If Needed) will be 100% non-returnable for any reason other than a valid warranty claim thru the manufacturer. This will be resolved with the consumer ASAP.Please feel free to give me a call [redacted] or respond to this email if there are any other questions or concerns[redacted]Grand Home FurnishingsBeckley Store Manager

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.
Regards,
[redacted]

I have spoke with the Store Mgr and she agreed to refund the customer $100.00....
 
Thank you
[redacted]
Senior Customer Service Rep

Hello,We sent a tech to evaluate Mr. and Mrs [redacted] mattress on February 12, 2015 to determine if their [redacted] mattress met warranty requirements. Per our report, it had a 3/4 inch impression. All mattresses have some comfort impressions. The standard warranty requirements from almost all...

manufacturers require a 1 1/2 inch impression to be a defect. If Mr. and Mrs [redacted] would like us to send another tech out we could do that, and measure again. I've checked with my staff, and no one received an email from them in January. If they would like to contact me directly, they can email me at [redacted], or call me at [redacted]

I have reviewed the response made by the business in reference to complaint ID [redacted]. However, I am aware that the only reason for them TRYING to resolve is because of your involvement. Not only did we waste a whole day waiting on an 'early afternoon' delivery, we had to continuously call with no response. Delivery wasn't until after 7. Still not completely satisfied and we still spent more money than originally. 
Regards,
[redacted]

Review: Purchased a twin set mattress on July 15, 2016. Was delivered to the home. It was then discovered that there was a $70(ish) delivery fee. This was not disclosed upon purchase.Desired Settlement: Would like to have the delivery fee back and an apology.

Business

Response:

Ms [redacted] signed for all fees on her invoice including the delivery fee. We do offer free delivery on bedding purchases of $598.00 or more her purchase of $398.94 did not qualify.

Consumer

Response:

I have reviewed the response offer 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.

Regards,

Review: On 7/01/2016 I purschased a ventura sofa, loveseat and 2 chairs. I was told it would be 2-3 weeks out on some of the items and I agreed that was ok. After about 4 weeks with no furniture and sitting on a patio chair and floor I contacted the [redacted] store to see if they would deliver at least one available piece to sit on. They delivered but the-one piece of furniture would not (sofa ) make it through the house.The bottom of the sofa linning was ripped and the furniture was damaged. The delivery people messed up the just painted walls and even tearing down the lighted exit sign in the condo hallway.I returned to the store and picked out another set that the salesman thought would fit. It also was on back order.My 2 orders were placed before the 4th of July sale.After numerous trips to the store and by phone there were 3 revised dates on the orders. I contacted the customer service with little or no sympathy. They stated it was the manufacture fault and I said it was Grands fault because their buyer should have ample stock of sale items and its Grands responsibility to pick dependable suppliers.I am 61 years old and my family and myself have ordered from Grand since the original store. I have never had a experience like this. On 08/05/2016 going on two months I finally got my furniture which I asked to come in original factory paper to avoid rubbing against newely painted walls and this was totally ignored and walls had to be repainted again. I was charged approx:$ 300.00 more for the new set. I think the $300.00 should be removed from my bill to compensate for all the time, damage to my walls and exit light in hallway. Neighbors noticed parts laying in yard and furniture scattered in the truck as if it had not been tied down.I have such fond memories as a child going to Grand Piano and I would like to continue to do business again but this is unacceptable business practices.They only good thing was the salesman and customer service in the [redacted] store not the corporate office.I dont buy furniture every day and this should have been a happy experience !What if this had been you ? I hope its not all about how much we spend but that it is the loyalty of the customer coming back again and again.

sincerley,

Business

Response:

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 $300.00. The Store Manager will be in touch with Ms [redacted] to take care of this.

Consumer

Response:

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 spoke with a very nice employee from Grand Home Furnishings customer service last week about my complaint. She was very apologetic about my experience with the store. She 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 purchases. They seem to care about their customers.resolution was :$ 300.00 difference between 1st set of furniture and 2nd set that was delivered.$ 75.28 no sales tax per the store ( no sales tax weekend)$ 79.95 no delivery chargeSincerely,[redacted]

Review: Mr. [redacted] and Mr. [redacted],

I want to thank you in advance for taking the time to read my complaint. On July 9th 2016, I placed an order ([redacted]) for multiple pieces of furniture at the [redacted] Grand Home Furnishings location. I had previously visited the [redacted] location, as that is where I am moving to, but I currently live closer to [redacted] and was told all of the prices in each store are the same.

While placing the order and through research on your website, I was aware of the “Lowest Price Guarantee” which states,

“In the unlikely event you should find an identical item in stock at any other stocking retail store in our trading area (100 mile radius) for less than Grand’s price within 30 days of your purchase, Grand will refund 110% of the difference…”

I did find an identical item in stock at multiple stocking retail stores within 100 miles of your trading area based on my purchase location ([redacted], VA). Nowhere on the website nor during the purchase of the furniture was it stated that shipping is to be included in the price. The guarantee specifically states, “an identical item in stock at any other stocking retail store in our trading area,” which I was able to satisfy.

I have spoken to a manager at the [redacted] store as well as a VP of the region, who both stated shipping must be factored in. Had I known this, I would not have had the shipment sent to my [redacted] address, and instead had it sent to my [redacted] address. Additionally, I could have purchased the items in [redacted], and then looked for lower prices in the area there. However, none of this was made aware to me during my purchase, and in my current situation, it negates the Grand Difference’s “Lowest Price Guarantee.”

Sincerely,

[redacted]Desired Settlement: While I would most desire the guarantee to be honored as it is written with my order, I would also like it to be stated both on the website and when describing the guarantee in person that it is not just the furniture price that will be taken into account as it currently states, but that shipping must also be factored in.

Business

Response:

The Vice President of Customer Service has agreed to the $300 disputed amount the store will process a credit for this amount.

Consumer

Response:

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.

Regards,