Greg Grimes Construction

NoI know what I was promisedI have witnesses who were with me at the time of purchaseWho will attest to what was told to usIf this salesman was so fabulous let him tell me what he saidI want what I was told I was receivingI have also been in contact with another customer who purchased their furniture at the same time and were told the policy covered everything which theirs does not eitherSo obviously this is an issue with the salespersonI'd like to speak with this salesmanI know what I was promisedI work in sales and sell insurance policiesHad I ever made a mistake like this I would be paying for it out of my own pocket

Customer came in not happy about the quality of the set they purchased The salesperson had told them the wrong material the set was made from This was a new salesperson not familiar with our product line I do not believe the salesperson lied on purpose We gave the customers options to fix the problem First was a full in store credit, minus the delivery charge, to use and re-select a new set they would be happy with Second was a refund minus a 25% restocking fee since the customer had the furniture for a month This was all done between the customer and our special event manager.The customer and I have spoken since and we have come to a mutal agreement on how to fix the situation The customer is picking out a new sofa and getting a partial refund back to the credit card There will be no additional delivery charge, or restocking fee We are also giving the customer a $dollar discount on the new sofa above the full credit back for the old furniture We have come to this agreement after this complaint was filed, but before the complaint reached me and I was able to respond on my end We are set to do the exchange and refund on 8/27/

Hello Revdex.com, Please close complaint  #[redacted] against Slumberland of [redacted].   We were able to exchange the Non-leather furniture for Authentic Leather furniture.  Please let me know if you need any additional details. Regards, [redacted]

We have no control over how long it takes Furniture Care to call you back.  It is the holiday season, perhaps that is part of the delay.  We also never said you had to pay for cleaning, the cleaning will be paid for by us.  If you would like your furniture cleaned that is fine, we will arrange it.  Past that we have nothing else we are able to offer.

The salesperson in question was our number 1 salesperson in Furniture Care.  He went through extensive training with Furniture Care on how to present the features of the plans.  I have listened to this person present Furniture Care countless times and have never heard it described as a...

full coverage plan that covers everything.  The customer was given a small brochure with her original receipt that listed the basics of the policy at the time of purchase almost 3 years ago.  The customer is telling us she misplaced this original receipt and can not find it.  All customers that purchase Furniture Care are mailed a letter from Furniture Care listing details for the specific policy they purchased and the policy number within a month of the delivery date, which the customer is saying she does not have either.  It is the responsibility of the customer to keep track of these and read them.  I have spoken to the technician and while this stain does not qualify for a full replacement I know he was willing to attempt to clean the sofa to the best of his ability, but he is in no way able to guarantee it will come fully clean.

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
As long as it is clean it is acceptable. 
Regards,
[redacted]

Customer came in not happy about the quality of the set they purchased.  The salesperson had told them the wrong material the set was made from.  This was a new salesperson not familiar with our product line.  I do not believe the salesperson lied on purpose.  We gave the...

customers 2 options to fix the problem.  First was a full in store credit, minus the delivery charge, to use and re-select a new set they would be happy with.  Second was a refund minus a 25% restocking fee since the customer had the furniture for a month.  This was all done between the customer and our special event manager.The customer and I have spoken since and we have come to a mutal agreement on how to fix the situation.  The customer is picking out a new sofa and getting a partial refund back to the credit card.  There will be no additional delivery charge, or restocking fee.  We are also giving the customer a $75 dollar discount on the new sofa above the full credit back for the old furniture.  We have come to this agreement after this complaint was filed, but before the complaint reached me and I was able to respond on my end.  We are set to do the exchange and refund on 8/27/15.

No. I know what I was promised. I have 2 witnesses who were with me at the time of purchase. Who will attest to what was told to us. If this salesman was so fabulous let him tell me what he said. I want what I was told I was receiving. I have also been in contact with another customer who purchased their furniture at the same time and were told the policy covered everything which theirs does not either. So obviously this is an issue with the salesperson. I'd like to speak with this salesman. I know what I was promised. I work in sales and sell insurance policies. Had I ever made a mistake like this I would be paying for it out of my own pocket.