Grimebusters

Initial Business Response /* (1000, 5, 2015/09/09) */
In response to the customer's concerns HOM Furniture has exchanged the customer's bed and provided an additional support system at no cost to the customer. The piece was delivered on 5/13/15 and the customer originally called in on 6/29/15,...

which is well outside of HOM's seven day return policy. However at that time we did replace a side rail and the slats. The customer then called in on 8/26/15 because the side rail had again broken. The customer would not allow us to send out a technician to inspect the piece, which is protocol for starting a warranty claim. The warranty is a fix to new warranty, so HOM Furniture is obligated to try to repair the piece before moving forward with an exchange of any sort. On 9/4/15 HOM Furniture exchanged the entire bed and on 9/5/15 we also sent out a delivery team to add reinforcement to the bed, per the customer's request. We have also refunded the customer the price of the extended warranty. Currently HOM has tried to reach out to the customer on 9/8/15 and 9/9/15 and has received no response as of yet.
Initial Consumer Rebuttal /* (2000, 7, 2015/09/10) */
Thank you. A person named Joel has taken care of repairing the bed, and they state the credit will be issued for the service plan. I truly appreciate your help as I was completely unable to get any responses from them whatsoever. Have a great day!

Initial Business Response /* (1000, 5, 2016/01/05) */
The customer returned their bed to us on 12/17/15. As she was within our seven day return policy we issued a merchandise credit for the bed the same day. On 12/21/15 the customer called in because they had not received the credit to their credit...

card yet. Our accounting department immediately reissued the credit to the customer's credit card. When refunding a customer it has to go back to the same card that was used to purchase the piece. On 1/5/16 we spoke with the customer and confirmed that she received her refund.

In response to the customer's complaint we have agreed to have the rug professionally cleaned for the customer. On July 12th the customer purchased a special order indoor/outdoor rug from HOM Furniture and took delivery on August 18th. On August 23rd the customer called our service center indicating...

there were some brown stains on the rug. We proceeded to send a technician out to their home to assess the the issues. The stains could have came from the heavy rain storm we had the weekend prior as rain has many minerals in it which can cause stains. However we were unable to determine the exact cause of the stains. Our service department got the customer in touch with one of our sales managers at the showroom. He had some correspondence with the customer and then there was a lapse in him responding back to the customer. We have since talked with the customer, apologized for the lack of follow up and offered to replace the rug at no charge but per the customer's request, came to the agreement that HOM will have the original rug professionally cleaned for the customer.