Ikasa Furniture & Mattress

From: *** *** ** *** ** *** *** Sent: Friday, February 23, 3:PM To: *** Subject: **Re: *** *** ** *** ? To Whom it may concern,? ? Attached is a copy of this customers sales receipt, in which
she received delivery on 1.6.18, upon that delivery customer did receive the incorrect size slats, which was a manufactured issue(bed was sent with the incorrect size in box) We ordered new slats and returned to this customers house on Customer signed off on that form which you will see attached, we have not heard anything from this customer to dateIssue was resolved on 1.16.18.?

From: [redacted] Sent: Friday, February 23, 2018 3:24 PM To: [redacted] Subject: **Re: [redacted]   To Whom it may concern,    Attached is a copy of this customers sales receipt, in which...

she received delivery on 1.6.18, upon that delivery customer did receive the incorrect size slats, which was a manufactured issue. (bed was sent with the incorrect size in box) We ordered new slats and returned to this customers house on 1.16.18. Customer signed off on that form which you will see attached, we have not heard anything from this customer to date. Issue was resolved on 1.16.18.

Complaint: [redacted]
I am rejecting this response because: I have already come back to the warehouse to get the replacement parts! when I got there they gave me the wrong part and told me they would order me the parts I am missing. They said they would call me THAT day to confirm the order for replacement parts.. I have never received a call nor parts I need... 
Sincerely,
[redacted]

We are reviewing the issue and will contact the customer to try and resolve.

The beds are on order through the manufacturer, Acme Furniture.  They are expected to arrive sometime within the next 10-14 days. If the customer no longer wants we need to know right away because this is a special order item and would need to be cancelled. If the customer chooses to not accept...

the items, they would be given a store credit in the amount that they paid. Per company policy, there are no refunds on layaway orders unless the item has been discontinued. These items are not discontinued.

Ikasa Furniture...

Mattress                                    ...⇄ />                April 23, 2015
[redacted]
[redacted] 
 
 
  To [redacted],
I’m sending this letter in regards to [redacted] a
warranty Revdex.com complaint; we have been in full contact with this customer from
day one with her complaint. Customer purchased a full 5year warranty with
Ikasa, the warranty as she was explained is for replacement parts and if an
item is unrepairable we will exchange it, it would be prorated from when the
purchase was made and how long of  warranty the customer has remaining. And if
approved the customer will receive that amount in store credit towards a new
set.  Our warranty is not for refunds as
she is requesting. In this customers case her issue is normal wear and tear,
which will happen in time as the set is being utilized customer also did
provide us with a few pictures, but in the pictures provided the set doesn’t
show any issue. Attached is a copy of the customers signed slip that customer
also has a copy of that states we provide no refunds and if approved will only
receive store credit. I do hope this information does help the situation, if
not you can reach me @ [redacted] my name is [redacted] my hours are between
10:30 – 6:00 Monday – Friday.
 
Thank you
[redacted]

The headboard was on back order through the manufacturer. It arrived today and the customer should be receiving the delivery on Saturday.

We are looking into the situation.

We have ordered the parts from the manufacturer. They have arrived. They are available for pickup.

We are looking into the incident.

Complaint: [redacted]
I am rejecting this response because:  They did not have the product available for order when I was ready to pay off the balance, and they told me that the could not special order this product, so I went ahead and ordered the furniture elsewhere.  And besides they never informed me that they found a way to special order the furniture, that is not how you do business.
Sincerely,
[redacted]

Complaint: [redacted]
I am reject from  this response because: we were specifcally told by Ms. [redacted] and I quote"unfortunately the manufacturer has dropped the product, but I will check with my manager to see if I can special order the I can special order the items".  I called her back two days later she told me her manager said they can't special order the items.  The last conversation we had was that she would check with some guy about a refund, we have never had a conversation since then.  On Wednesday April 22, 2014, I  got a message from Ms. [redacted] on my answering machine stating that the beds are in, to come in and pay off the balance and arrange for delivery.   I called back and someome pick up the phone and hung up, I tried again but no one answered.  I am truly appalled by the lies they told.  I am  not comfortable doing any kind of business with them anymore, because they have proven themselves to be deceptive on so many counts. The only dealings I want with them is to have my money back.
Sincerely,
Rozella Fyffe

We apologize for the inconvenience. Below you will find the email address for our customer service manager. She will be able to assist you with whatever you need. 
 
[redacted]
 
Email is the best way to contact her.

We sincerely apologize for the delay. This particular item is on back order and has been since the middle of January. After contacting the manufacturer, they have informed us that there is still a 2-3 week wait for the item. 
 
The customer, if he would like, is able to...

go down to our Springfield showroom and take a look at our floor model. If he is interested we will deliver that item to him at no cost. This is not usually something we do, but are willing, to help the customer out.

The customer will be receiving a new headboard to replace the one that is damaged. We have contacted the customer to make her aware of this. As soon as the piece arrives, we will schedule the exchange.

A refund request for this customer has been submitted to upper management. We are awaiting response.

We have the merchandise in stock and ready for delivery or pickup. We do not provide refunds on layaways as per company policy. See attached document for policy regarding layaways. This is on our check out desk for all customers to see. The customer is able to pay off the remaining balance and have the merchandise picked up or delivered or they can use the amount paid on their layaway in the form of store credit.

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.
Sincerely,
[redacted]

A refund request has been submitted to upper management. We are awaiting response.

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.
Sincerely,
[redacted]