Mr*** purchased a sofa and recliner on 5/28/from our storeOn 11/27/we received a call for service on the reclinerHe said the recliner didn't seem to have enough padding in the seat cushion
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On 12/6/the owner, *** *** and the serviceman, *** *** went to the residence to inspect the chairAlthough they did not find anything wrong, they did add more padding to the seat to accommodate the customer
Another call came in, and on 1/29/they made a second call to his homeThis time after inspecting the chair, they could not determine that it was anything other than the specification of *** productionNo defects were found*** does warrant defective parts; however, if there is no defect a new part will be exactly the same as the one on this chair
When they tried to explain this to him, Mr*** became very angry and irate and ordered the men out of his house
We understand that he is disabled and has health problems, but we have tried to satisfy him - including two house calls at no charge
We cannot build a custom chair for him, and we simply cannot repair a chair that is not broken
Sincerely,
*** ** ***, co-owner
Saxony House Furniture
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
The Customer Service Representative needed to reschedule the appointment to Monday February 23, 2014 due to health reasons.
On Monday, 2/24/2014 he arrived around 11:30am an looked at the chair and cushion area, there he found an issues within the cushion and is ordering a new one from [redacted] to replace this one. He feels that the foam insert was no help and that the cushion just from feel alone as well as sitting comfort was wrong. I am currently awaiting for [redacted], where I understand may take a period of time to match the fabric to the rest of the furniture.
Being that the chair as just hit its 9 month old, this will not be an issue, as [redacted] guarantees it for a period of one year. I feel I am going through a lot of unnecessary steps and time, and this could have all been corrected on the first visit if not for the involvement of the gentlemen interfering with the original tech's work in the first place.
Regards,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Regards,
[redacted]
Mr*** purchased a sofa and recliner on 5/28/from our storeOn 11/27/we received a call for service on the reclinerHe said the recliner didn't seem to have enough padding in the seat cushion
/>
On 12/6/the owner, *** *** and the serviceman, *** *** went to the residence to inspect the chairAlthough they did not find anything wrong, they did add more padding to the seat to accommodate the customer
Another call came in, and on 1/29/they made a second call to his homeThis time after inspecting the chair, they could not determine that it was anything other than the specification of *** productionNo defects were found*** does warrant defective parts; however, if there is no defect a new part will be exactly the same as the one on this chair
When they tried to explain this to him, Mr*** became very angry and irate and ordered the men out of his house
We understand that he is disabled and has health problems, but we have tried to satisfy him - including two house calls at no charge
We cannot build a custom chair for him, and we simply cannot repair a chair that is not broken
Sincerely,
*** ** ***, co-owner
Saxony House Furniture
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
The Customer Service Representative needed to reschedule the appointment to Monday February 23, 2014 due to health reasons.
On Monday, 2/24/2014 he arrived around 11:30am an looked at the chair and cushion area, there he found an issues within the cushion and is ordering a new one from [redacted] to replace this one. He feels that the foam insert was no help and that the cushion just from feel alone as well as sitting comfort was wrong. I am currently awaiting for [redacted], where I understand may take a period of time to match the fabric to the rest of the furniture.
Being that the chair as just hit its 9 month old, this will not be an issue, as [redacted] guarantees it for a period of one year. I feel I am going through a lot of unnecessary steps and time, and this could have all been corrected on the first visit if not for the involvement of the gentlemen interfering with the original tech's work in the first place.
Regards,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Regards,
[redacted]