Johnny's Mattress & Furniture Superstore

In response to the complaint filed by [redacted] concerning her adjustable base.  Ms. [redacted] had an issue with the performance of her adjustable base made by [redacted].  [redacted]'s manufacturer's warranty states that they handle any service or warranty issues directly with the customer and that...

we are not permitted to service their product.  Doing so would void the warranty as we are not certified technicians for said product.  I did dispatch one of my employees to Ms. [redacted]'s residence to see to see if this problem was in how she had the base plugged in, batteries in the remote, etc.  There were no issues while my employee was there but we referred her to the number in her warranty information to get a technician from [redacted] to service the base.  At that point, I heard nothing more from Ms. [redacted] about this situation so the assumption was that it was resolved satsifactorily by the manufacturer.  On 12-14-16, I received a call from Ms. [redacted]'s chiropractor informing me the situation was not resolved.  I called [redacted] myself and they advised they use a third party company for service and they would see what was going on with her problem.  I received an email today, 12-16-16, stating that the replacement parts were being shipped via FedEx and a technician would be scheduled at Ms. [redacted]'s convenience to replace the parts.  I did not receive any notice on the complaints to due our company switching email accounts and inadvertantly missing this as a contact to inform of said switch. I would like to reiterate that this is a manufacturer's warranty and is always stated as Such at the time of purchase.  While we do not offer the warranty directly and via [redacted]'s guidelines are not allowed to service their product, we did make every attempt to resolve the issue for Ms. [redacted].  I even called and emailed the company immediately to gain resolution as soon as being informed the issue was still ongoing.  Had I been notified previously, this issue would not have continued for the length of time it had.  I went above and beyond our responsibility with what we are required/permitted to do with this manufacturer.  I spoke to Ms. [redacted] on 12-14-16 and again today to advise her of what steps I have taken and where the situation currently stands.  While she is still not satisfied with [redacted], she stated that she was appreciative of our efforts here at Johnny's Mattress & Furniture.  As we have done more than what we promised and what is required of us, it is my feeling, as well as Ms. [redacted]'s from her discussion with me, that this is a complaint against [redacted] Manufacturing and not our store.

Initial Business Response /* (1000, 9, 2015/12/30) */
Mr. [redacted] entered into a legal contract on Dec. 21, 2015 to purchase a recliner. After 2 hours of him demanding a better price, we gave him a substantial discount. The recliner was $529, free delivery to Galion plus tax for a total of...

$567.35. The competition was $499 plus $79.99 delivery plus tax for a total of $620.97, making us $53.62 cheaper, which disputes his statement that we were more expensive. He waited a week to inform us of his desire to cancel. It is stated clearly on his signed copy of his contract the cancellation policy. As per advice from the State Attorney General, we have also posted it three times on the front of the sales counter. We had multiple opportunities to sell the recliner that week but turned them down because we had a contract with Mr. [redacted].
I informed him I would send him a refund within the thirty day period that the policy states. I had intended to fully refund his deposit but due to the fact that we will now have to go through an examination from the Revdex.com and the State Attorney General, I am living up to the exact wording of the return policy that states there will be a 25% restocking/processing fee. He will receive a check by January 28, 2016 as stated in our return policy. On a side note, Mr. [redacted] started screaming at me, calling me a liar, in a busy showroom. Other customers later stated he "acted like a jerk". He also needs to explain to his daughter what a legal contract is and when you renege on your word, there are consequences. Yes, I invited him to not come back. He wasted 2 hours of our time, we lost sales and then a week later, disrupted my business and other customers and now he wants to blame us for following the terms of the contract?
Initial Consumer Rebuttal /* (3000, 11, 2016/01/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
1st, There was no legal contract. Only a receipt.
2nd. It is illegal per the Attorney General to charge a re stocking fee when the merchandise never left his showroom floor.
3rd. It doesn't matter what his price was nor what the competitors price was. I did purchase the entire set on line and it was less expensive elsewhere but that doesn't matter.
Finally, if he is going to threaten me or my 6 year old daughter that will be the last straw. The State Attorney General as well as Loretta Finch(US Attorney General) will be contacting him shortly.
I will be filing suit against him and his employee if this is not resolved. $300 refund. No less.
I have email documentation from his employee harassing me. These emails will hold up in court but I'm willing to drop the entire suit if the total amount is refunded within 7 days. If not please advise this business and the so called owner that I will continue with the lawsuit.
Final Consumer Response /* (4200, 15, 2016/01/06) */
(The consumer indicated he/she DID NOT accept the response from the business.)
There is no evidence to support these accusations. Secondly it's called freedom of speech. If I want to file derogatory complaints against this said company with Revdex.com, State Attorney General, US Attorney General, and Consumer Affairs, friends and family, I have that right. At no given point did I go into any other showroom and complain about this company. My purchase was done online, not that it has any bearing on this situation.
Finally, it doesn't matter if this chair was on his truck scheduled for delivery,(which it was not,Still sitting on his showroom when I arrived), it was never in my possession at any given time to this so called policy on the back of his receipt is deemed invalid. If his receipt states his policy on items still in his possession and or in customers possession, only then would this be valid and we would not be having this conversation.
If this business feels that 25%$67.25 is worth going through the court system and he has that much money to spend on his attorney that's fine. A good business owner in my opinion would just say lets make a customer happy so there is no negativity.
I'm happy to settle this matter like an adult. Send me my $300 back ASAP. This will close the case with the Revdex.com. No further action will be taken with Revdex.com

Final Business Response /* (4000, 17, 2016/01/07) */
Mr. [redacted] will receive his refund check within the allotted 30 day period for $166.25. The restocking fee is 25% of the purchase price. This is what we have said all along would happen. I also find it rather curious that Mr. [redacted], as a local business owner, would go online to purchase his furniture when there are so many LOCAL businesses he can deal with, whether mine or 12 others that carry furniture.
So much for his supporting local business. When he goes out in the public, he should be aware he is representing his business also. He has made a spectacle of himself with his actions. I personally heard from one of the people he tore my business down in front of. I will now exercise my right to suggest people buy their baked goods online and not from his store. Just for the record--his recliner WAS loaded on the truck and on the way to be delivered (free) when he called to cancel the delivery. When he came into the store, they were at that very moment returning it to the exact location that he purchased it--beside the matching sofa and loveseat!

Sauder, who manufactured the table,  has a five year warranty which we indicated in our original response.  If the product is defective, they will supply the parts at no charge to correct it.  The customer needs to call them and order the parts!! The second table was in perfect condition when she received it-it actually was the one on the floor that she requested in her original complaint and had it not been perfect, she would have refused it upon delivery. She claims she never saw the "no assembly available" so we assembled it for FREE.  The table had a cracked leg so we delivered her another for FREE.  The customer is demanding more services for free when all she has to do is order the parts.  There is nothing else we can do for her if she won't take our advise. Since she doesn't agree with Sauders' warranty process, she wants to go to social media and bad mouth a business that has gone above and beyond to make this customer happy.

I am rejecting this response because:I was told 4 to 6 weeks!I only starting calling after the 6 week mark!!!I only called once a week, NEVER2 to 3 times a week!Maybe twice the one week I was told about the fabric being ordered!!!!The actual complaint should be against the company making the furniture and I told Shawn this also!!!!This us VERY upsetting NO matter what!!!

Initial Business Response /* (1000, 5, 2015/08/14) */
The factory rep has been to the customer's house twice and repaired the sofa. Before we received notice from the Revdex.com the rep texted her to let her know that the reclining mechanism would be replaced. The part has been ordered and the customer...

will be contacted when the part arrives and we will schedule a date to install it.
Initial Consumer Rebuttal /* (3000, 7, 2015/08/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Until this unit is repaired without fail or replaced completely I don't accept this response. We've heard them twice before already. I was texted the afternoon of the day I filed this complaint by Chris the Rep. Again, until this is completely resolved it's not acceptable.
Final Business Response /* (4000, 9, 2015/08/21) */
First off, the warranty is with the manufacturer, not us. We simply do not understand why we are reported to the Revdex.com when new have nothing to do with the warranty, the FACTORY issues the warranty! Regardless, we have offered to obtain the part, call the customer when it is in and replace the defective part at her convenience. That is what the customer originally asked for in her complaint and that's what will happen.

Initial Business Response /* (1000, 5, 2015/04/24) */
The customer called on March 24, 2015 and said that the fabric on the two reclining seats of the sofa she purchased was balling up in little beads. It was only where they sit. I told her that we would contact [redacted] and find out what they want...

done. [redacted] told me that they would pick up the sofa on our next delivery and access the problem. They said that they would probably reupholster it. The customer came back into the store a couple of days later before I had the chance to call her and asked if we heard anything. I told her that [redacted] was going to pick it up and take care of the problem. She stated that she did not want the same fabric put back on. I told her that she could pick another fabric out if that was the case. The only reason that we have not picked up the sofa is that [redacted] had not set a delivery date with us and there was no reason to take a perfectly good working sofa out of her home until we knew when they were coming. [redacted] has scheduled a delivery to our [redacted] location the week of April 27th. We were going to call her and let her know that we would pick it up on Monday April 27th and take it to [redacted]. At NO TIME did she say that she wanted a refund. This is a manufacturers warranty and we need to be given time to take care of it. She is more than welcome to come out and choose a different fabric. We can only do what the manufacturer will allow us to do during the warranty period. We have full intentions of taking care of the problem that she has stated with the fabric.
Initial Consumer Rebuttal /* (2000, 7, 2015/04/28) */
(The consumer indicated he/she ACCEPTED the response from the business.)
My sofa was picked up on April 27th 2015, I was only told one day ahead of time when.... they would pick it up. I did go and pick out a different fabic for it to be reupholster. I do hope I don't have to go all summer without a sofa!

I am rejecting this response because:
I don't care for their stories the boy's who delivered table told me it had just been put together  also I was never given any paper work to know who to contact...... I did look it up on internet and left word about what happened and left a poor review of the product and those who sold and put it together and delivered it......   guess it's now just a he said she said story  and only I will lose out.  but I sure  have  contacted this company a number of times with complaints from  date of delivery about this junk item.