Hair Essence Design Studio, Ltd.

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that the response would not resolve my complaint For your reference, details of the offer I reviewed appear below Regards, [redacted]

We did review the photos sent to us by Ms*** Stains are not warranted There is no way to determine the origin or cause We do know it was not delivered to the customer with stains As for the customers assertion of rust from the inside, there are many layers of foam and
other comfort materials between the top of the mattress where this stain appears and any metal coils and springs inside the mattress We cannot replace a mattress for an unwarranted issue

The items were delivered over year ago We take careful care when delivering our products to ensure they are delivered free of defect We do not know what caused floor damage in the customer home, especially after an extended period of time We are unable to repair the customer's
floor

Mrs*** originally called in saying her cushion casings were turning a different color Our technician visited the home and determined that there is a color transfer happening We cannot determine the cause of the transfer We did send photos to the vendor, but this issue is
not a manufacturing defect The vendor indicated this is typically caused by clothing dye, or something being laid over the sofa that has an unsteadfast colorWe have ordered new cushion casings and foam cushion cores which we will install upon their arrival Mrs*** did not mention anything about button issues, however we will re-attach any button that has come off when we bring the new casings and cores

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.I have supplied pictures of fabric we ordered off of and what we receivedAs you can see they are not the same no matter what the tags says Terri W*** was dishonest and lied to us after she personally saw the difference in color and weaveCompany over customer again DISGUSTING!!!
Regards,
*** ***

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 2013.    It is our understanding that Mr. [redacted] called...

Guardsman to report his claim on April 9, 2015.  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 30 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 30 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 30 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 use. If 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. [redacted], but ultimately it was Mr. [redacted]’s responsibility to return the forms in a timely manner. Tony B[redacted]Godby Home Furnishings

Dear Revdex.com, Godby Home Furnishings did offer fabric protection with a "No Use - No Lose" promotional feature for a short time many years ago.  Various retail stores similar promotions from time to time, and therefore have their own terms for their own business.  Our...

promotion was very simple and straightforward.  I am attaching an example of the certificate we issued with every purchase during this promotion.  Our terms were simply if you do not use the protection plan within the first year of purchase, we would issue an in-store credit.  We also specified that the Original Certificate issued at the time of the sale be presented for redemption.  NO EXCEPTIONS.  We filled out the certificate with pertinent details of customer name, invoice number, amount of Guardsman purchase, and a store manager signature.  Each customer did get a certificate at the time of the qualifying sale.  The verbiage Mrs. [redacted] quotes in her complaint detailing the terms of the promotion are the terms of another retailer she found on the internet, NOT the terms of Godby Home Furnishings.  We strive to treat everyone in the same fair and honest manner, and apply our promotions the same to each and every customer.  While we do not want to have an upset customer, we are firm in adhering to the terms of our promotions equally for everyone.  The certificate must be presented for redemption.  Tony [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this response/resolution is satisfactory to me.    Even tho their own employee suggested it could be rust. 
Regards,
Mrs.[redacted]

Again, we are willing to go to Serta for Mr. [redacted], but we are only able to do so with appropriate documentation.  At this point, it is up to Mr. [redacted] to pay the trip charge for our technician to obtain the required documentation.

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 associate. However, 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 the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.I am extremely disappointed that Godby would not even make an effort to see if their product (the swivel chair) has caused the damage to our floor.   A visual inspection would verify our complaint.Too bad....I thought Godby's was a quality provider.   But now I know  better and will be sure let my family and friends know what to expect if they shop at Godby's. 
Regards,
[redacted]

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 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.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Regards,
[redacted]

We have exhausted all avenues available to us.  Any differences are considered within manufacturer standards.

With any fabric, there can be subtle shading differences depending on lighting in the home versus lighting in the showroom.  Certain fabrics have a nap that can be brushed creating shading differences. This is the case with this fabric.We did send in our sample to be verified by the...

manufacturer.  They confirmed that the sample customer [redacted] saw in our store was the same as what was produced and sent on the furniture.  Furthermore, during the last visit customer [redacted] made with our sales manager, our sales manager indicated to customer [redacted] that depending on how the fabric was brushed, the shade difference was not such to be called defective.  We did offer to take back the furniture if they were not happy with a 10% re-stock fee, rather than the standard 25%.