Customer made original purchase that included a sofa, loveseat and protection plan in January In a merchandise exchange was authorized by the business even though it was outside of the year manufacturer’s warranty A claim was recently made with the 3rd party protection plan administrator but denied due to information discrepancy Business authorized a partial store credit + keep the old furniture even though the merchandise has over years of usage by customer Customer accepted the proposal and this claim is resolved
Revdex.com: I have reviewed the response made by the business in reference to complaint ID 10274465, and find that this resolution is satisfactory to me Sincerely, [redacted]
April 14, 2016 Complaint ID # 11232812 Response to Customer’s Complaint: Customer purchased a mattress from our Beaumont, TX retail store on 3/22/2014. Warranty documents were provided to the customer at that time. Customer also declined the offer to purchase one of our mattress protectors which prevent soiling and staining of the mattress. The customer contacted our customer service department to inquire about the warranty for the mattress and notify them that the mattress was sagging. Our representative informed him of the mattress inspection procedure and informed him that the mattress also had to be free of stains and rips. He asked to clarify the information about stains and was told that any stains would have to be removed and the mattress dry before it would be considered for warranty. The customer claims in the complaint that they contacted our customer service department and were told we would contact the customer the day before to let them know what time to expect them. What they were actually told was that we would call the day before to confirm the appointment and time. Two attempts to contact the customer were made on 2/4/16 to confirm an appointment the next day, but there was no answer and the voicemail box was not accepting any new messages. We tried again on 2/8/16, 2/10/16 and 2/11/16 with the same results-no answer and no way to leave a voicemail. An email was also sent in another attempt to contact the customer and it was never responded to, either. In an attempt to service the customer even without confirmation, we sent a service technician to the customer’s home on 2/11/16 on a chance that maybe we could catch him at home so the mattress inspection could be done. He was not at home and we left a door tag informing him of our attempt. When the customer finally called responding to the door tag, he was offered a schedule of any day the next week, but the customer declined to schedule and said he would call back later. We attempted to call the customer again on 2/12/16 and got the same results-no answer and no way to leave a voicemail message. We mailed a letter to him asking him to please respond so we could take care of his inspection. The customer finally cooperated and we performed the inspection. The results were that, while the impression of 2.5 inches qualified it for warranty replacement, the mattress was indeed stained. The customer was informed that he would need to try to clean the mattress before we could go any further. At this point the customer became irate with the customer service lady, using inappropriate language and much profanity. We reiterated that the mattress would have to be cleaned first before a follow-up inspection could be done to qualify it for warranty coverage. In the complaint, the customer states “We have not had any further contact with the company or their customer service department”. The customer chose not to attempt to clean the mattress or contact us back as instructed. In the compliant, the customer claims that “After 6 months the bed had broken down to the point of being unusable. The center of the mattress collapsed to the point it left an indention/impression 6 inches deep in the center of the top of the bed.” There was no attempt made by the customer to contact our service department at this point to give us the opportunity to inspect, repair or replace it. They waited until almost 2 years after the purchase date to contact us. There is no “indention/impression of 6 inches deep” as claimed in the complaint. The mattress was inspected by one of our technicians after they finally chose to contact us almost a year and a half later and an impression of 2.5 inches was discovered. However, the problem is that the mattress is still stained and the customer has not attempted to clean it (to our knowledge). We respect the customer’s desired resolution, but the fact is that the customer has not attempted to cooperate with our warranty process. We encourage the customer to attempt to clean the stains and we will inspect it again and attempt a warranty claim. We will send the customer a letter (attached) informing them of such and even providing some cleaning suggestions. If the cleaning procedure is satisfactory, the warranty refund will be given. Home Furniture Company
Customer made original purchase
that included a sofa, loveseat and protection plan in January 2010.
In 2011 a merchandise exchange was authorized by the business even though it
was outside of the 1 year manufacturer’s warranty. A claim was recently
made with the 3rd party...
protection plan administrator but denied due
to information discrepancy. Business authorized a partial store credit +
keep the old furniture even though the merchandise has over 3.5 years of usage
by customer. Customer accepted the proposal and this claim is resolved.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 10274465, and find that this resolution is satisfactory to me.
Sincerely,
[redacted]
Customer made original purchase that included a sofa, loveseat and protection plan in January In a merchandise exchange was authorized by the business even though it was outside of the year manufacturer’s warranty A claim was recently made with the 3rd party protection plan administrator but denied due to information discrepancy Business authorized a partial store credit + keep the old furniture even though the merchandise has over years of usage by customer Customer accepted the proposal and this claim is resolved
Revdex.com: I have reviewed the response made by the business in reference to complaint ID 10274465, and find that this resolution is satisfactory to me Sincerely, [redacted]
Revdex.com Response-[redacted], Beaumont, TX ...
April 14, 2016 Complaint ID # 11232812 Response to Customer’s Complaint: Customer purchased a mattress from our Beaumont, TX retail store on 3/22/2014. Warranty documents were provided to the customer at that time. Customer also declined the offer to purchase one of our mattress protectors which prevent soiling and staining of the mattress. The customer contacted our customer service department to inquire about the warranty for the mattress and notify them that the mattress was sagging. Our representative informed him of the mattress inspection procedure and informed him that the mattress also had to be free of stains and rips. He asked to clarify the information about stains and was told that any stains would have to be removed and the mattress dry before it would be considered for warranty. The customer claims in the complaint that they contacted our customer service department and were told we would contact the customer the day before to let them know what time to expect them. What they were actually told was that we would call the day before to confirm the appointment and time. Two attempts to contact the customer were made on 2/4/16 to confirm an appointment the next day, but there was no answer and the voicemail box was not accepting any new messages. We tried again on 2/8/16, 2/10/16 and 2/11/16 with the same results-no answer and no way to leave a voicemail. An email was also sent in another attempt to contact the customer and it was never responded to, either. In an attempt to service the customer even without confirmation, we sent a service technician to the customer’s home on 2/11/16 on a chance that maybe we could catch him at home so the mattress inspection could be done. He was not at home and we left a door tag informing him of our attempt. When the customer finally called responding to the door tag, he was offered a schedule of any day the next week, but the customer declined to schedule and said he would call back later. We attempted to call the customer again on 2/12/16 and got the same results-no answer and no way to leave a voicemail message. We mailed a letter to him asking him to please respond so we could take care of his inspection. The customer finally cooperated and we performed the inspection. The results were that, while the impression of 2.5 inches qualified it for warranty replacement, the mattress was indeed stained. The customer was informed that he would need to try to clean the mattress before we could go any further. At this point the customer became irate with the customer service lady, using inappropriate language and much profanity. We reiterated that the mattress would have to be cleaned first before a follow-up inspection could be done to qualify it for warranty coverage. In the complaint, the customer states “We have not had any further contact with the company or their customer service department”. The customer chose not to attempt to clean the mattress or contact us back as instructed. In the compliant, the customer claims that “After 6 months the bed had broken down to the point of being unusable. The center of the mattress collapsed to the point it left an indention/impression 6 inches deep in the center of the top of the bed.” There was no attempt made by the customer to contact our service department at this point to give us the opportunity to inspect, repair or replace it. They waited until almost 2 years after the purchase date to contact us. There is no “indention/impression of 6 inches deep” as claimed in the complaint. The mattress was inspected by one of our technicians after they finally chose to contact us almost a year and a half later and an impression of 2.5 inches was discovered. However, the problem is that the mattress is still stained and the customer has not attempted to clean it (to our knowledge). We respect the customer’s desired resolution, but the fact is that the customer has not attempted to cooperate with our warranty process. We encourage the customer to attempt to clean the stains and we will inspect it again and attempt a warranty claim. We will send the customer a letter (attached) informing them of such and even providing some cleaning suggestions. If the cleaning procedure is satisfactory, the warranty refund will be given. Home Furniture Company
Customer made original purchase
that included a sofa, loveseat and protection plan in January 2010.
In 2011 a merchandise exchange was authorized by the business even though it
was outside of the 1 year manufacturer’s warranty. A claim was recently
made with the 3rd party...
protection plan administrator but denied due
to information discrepancy. Business authorized a partial store credit +
keep the old furniture even though the merchandise has over 3.5 years of usage
by customer. Customer accepted the proposal and this claim is resolved.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 10274465, and find that this resolution is satisfactory to me.
Sincerely,
[redacted]