Please allow me to respond to Mr*** claims and the desired resolution of $to be reimbursedThe tables in question were originally purchased in May Apparently they sustained some damage in the home and the customer had them sent back to the factory to have the tops refinished in
February for a charge of $plus taxThe tables were dropped off by the customer and requested the refinishing be expedited to accommodate his impending move to ***At that time there was no discussion regarding other pieces in the home, nor a request to custom match the finish to themOnce he arrived in ***, Mr*** felt the tables were to dark and were not a close match to other pieces in his home and returned them to *** Furniture , the closest authorized dealerWe inspected the tables upon their return and found them to be within our color range standard and they were returned back to ***Mr*** refused to accept delivery and for months they sat in the warehouse of *** FurnitureFinally we agreed to split the charge of $to refinish the tables to match an existing piece which was picked up at our expenseThis process is much more labor intensive as a craftsman must custom mix and apply layers to match the existing piecesAs a result it also is more expensiveAll of this has been clearly explained to Mr*** who agreed to the $chargeAs you can see by the email dated May 26,he thought the tables looked terrific and I considered the matter closedWe feel that we have gone above and beyond and at a great expense to accommodate this customer Unfortunately, we cannot honor his request to refund the $ Offered discounts on lamp purchasesIn fact it was my understanding based on earlier emails that our former showroom manager had offered Mr*** a discount for his inconvenience and disappointmentI offered to honor the same discount if the purchase was made through our showroom and either picked up or shipped direct to himHe refused and requested to be allowed to purchase the lamps in ***We do not enforce pricing on any of our Dealers and they are under no obligation to honor a request to provide additional discountsWe do not like any customer to feel they are being treated unfairlyAgain the offer was extended that he could order the lamp through the Albany showroom and we would honor an additional discountAgain, the offer was refusedIf Mr*** wishes to purchase the lamp through Stickley Audi I will be happy to honor the one time additional discount of 45% off Suggested Retail Price I regret that you are receiving this response much later than your requestI only received it in our corporate offices in ***, New York , yesterdayI hope that you will agree that Mr*** perception of what is "fair" is somewhat unreasonable
Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.I had an agreement to pay a certain amount, then I'm forced to pay an extra $to get it done or risk getting the product back unfinishedI was already without the tables for months, I just think I should get the $back.Regards,*** ***
*** Complaint HandlerRevdex.comAmherst, NY 14228Reference: *** *** ***Dear *** ***:We are in receipt of the complaint noted above for our client *** *** *** *** *** *** *** **Here are the facts regarding this situation. • The mattress has been in
the home since September 2014. • The mattress is covered by a manufacturer's written warranty against defects in materials or workmanship for a period of years. • Based upon our service technician's inspection, the mattress is not defective and meets factory specification for body impress ions. • Mattresses are not normally returnable for comfort or preference issues as they cannot be resold. Based upon the above facts, it would be unreasonable to accept a return for a full refund after this period of time and based solely upon a customer's comfort issuesIn the interest of customer satisfaction we have agreed to go above and beyond by offering to: IAccept a return and apply a refund of the amount purchased less a 25% restocking fee towards a store credit. Do a one-time exchange for a new mattress at no cost to our customer. We believe the above resolutions are more than fairand indicate our good faith effort to create a satisfactory outcome for all partiesIf I can be of any assistanceplease do not hesitate to call. Sincerely,*** ***Director of Retail Sales &OperationsL& .J.GStickley Company
This letter is in response to a notification to L & JG Stickley that you have received a complaint from a customer of one of our Dealers, Dau Furniture in Ellisville, MO. Stickley takes a great deal of pride in the furniture we've been producing for more than I 00 years, as well as the quality...
products we offer in our own showrooms and authori zed, reputable Dealers such as Dau. The chair in question was delivered on February 26, 2005. The Stickley Limited Lifetime Warranty is very specific about what is covered under the warranty and for what length of time. This warranty coverage covers more than any standard warranty across the furniture industry. For example as explained to Mr. [redacted] a spring unit is generally warrantied for One to Two years. Stickley extends that warranty to five years. Mr. [redacted] has owned and used this chair for ten plus years, more than double the warranty period.We value every Stickley customer, as does Dau Furniture, so we provided Mr. [redacted] with very reasonable options. I emailed Mr. [redacted] with an offer to repair or replace the seat of his chair with charges that quite honestly don' t even cover the cost of the materials and labor. He responded within minutes, declined the offer, and in fact twisted my words. That correspondence is enclosed. I've been in communication with the owners of Dau Furniture and we are in agreement that it is not reasonable for Mr. [redacted] to expect that after such a long period of time his chair would be repaired at no charge. Please feel free to contact me for any additional information. Sincerely, Marcia C[redacted] Director of Customer Service Enclosures: Stickley Limited Lifetime Warranty/Email Correspondence
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. Here, in part,is Stickley's "Generous" offer: I encourage you to consider the following options and hope you agree that the pricing is fair and ultimately retains or increases the value of your chair: Option 1: To replace the entire deck, cushion and spring, re-using your leather $234.*Option 2: To replace both back cushion and seat deck in a new leather of your choice in a Grade 2 leather $647; Grade 3 $666; Grade 4 $686 and Grade 5 $727. As you probably realize the prices offered are a fraction of the true cost of labor and materials which is why this is a One-time offer. Pricing does not include pick-up and delivery charges to Dau or applicable sales tax. *Stickley will promise to use great care in removing and reusing your leather cut can't guarantee it's possible until we've had an opportunity to inspect the condition. A third option is available for roughly half the price of Option 2 and that is to replace the leather on the seat only. Unfortunately, Cedar is discontinued so a replacement option would have to be chosen. I look forward to hearing from you soon and hope we can have your chair back in prime condition to enjoy for another 10 years in the near future. Very sincerely, Marcia A. C[redacted] Director of Customer Service Stickley 315.682.5500, ext. 2370 This hardly seems to fulfill the Stickley Lifetime Promise made in their advertising. Here is what we expected when we bought this chair from Stickley, knowing that we could have bought a similar chair for far less from several other manufacturers, but The Stickley Promise lead us to believe that we were buying a chair with a lifetime Warranty as stated in their advertising, not knowing that buried deep in the fine print on a separate page they had given themselves a loophole. These lines are taken directly from the Stickley website:(http://stickley.com/Support.cfm?SubPgName=TheStickleyWarranty) We believe so strongly in the integrity of our workmanship that we offer you the Stickley Lifetime Promise. We want you to be truly pleased with your Stickley furniture as it becomes an important part of your family for generations to come. We offer a Manufacturer's Limited Lifetime Warranty against defects on all case goods except dining and office chairs. Should the furniture fail structurally at any time during the lifetime of the original owner, because of workmanship or material, we will repair or replace it at our discretion. Stickley offers a Five Year Manufacturer's Limited Warranty against defects on the following: dining chairs, office chairs, finishes, and mechanical devices (clock movements, recliner mechanisms, etc.). Should these items fail within five years of purchase due to manufacturing defects, we will repair or replace it at our discretion. This warranty does not apply to fabric or leather supplied by Stickley or the customer. Warranty does not apply to customer damage, alteration or accident. Seasonal wood movement on solid wood products is normal and is not considered a warranty issue. To view and print the Stickley warranty in its entirety, please click on the icon above. With proper care, and the Stickley Lifetime Promise, you can be assured that your Stickley furniture is destined to become a cherished family heirloom. Our chair is not a dinning chair nor an office chair, so I believe that it should be repaired under the Stickley Lifetime Promise. The Stickley "Generous" offer would have me spending hundreds of additional dollars every ten years or so to keep my warranty. They say that the same chair currently sells for $4995.00. They can have this one back for half of that, or they could send me the broken part and I'll fix it myself. Regards, [redacted]
Please allow me to respond to Mr*** claims and the desired resolution of $to be reimbursedThe tables in question were originally purchased in May Apparently they sustained some damage in the home and the customer had them sent back to the factory to have the tops refinished in
February for a charge of $plus taxThe tables were dropped off by the customer and requested the refinishing be expedited to accommodate his impending move to ***At that time there was no discussion regarding other pieces in the home, nor a request to custom match the finish to themOnce he arrived in ***, Mr*** felt the tables were to dark and were not a close match to other pieces in his home and returned them to *** Furniture , the closest authorized dealerWe inspected the tables upon their return and found them to be within our color range standard and they were returned back to ***Mr*** refused to accept delivery and for months they sat in the warehouse of *** FurnitureFinally we agreed to split the charge of $to refinish the tables to match an existing piece which was picked up at our expenseThis process is much more labor intensive as a craftsman must custom mix and apply layers to match the existing piecesAs a result it also is more expensiveAll of this has been clearly explained to Mr*** who agreed to the $chargeAs you can see by the email dated May 26,he thought the tables looked terrific and I considered the matter closedWe feel that we have gone above and beyond and at a great expense to accommodate this customer Unfortunately, we cannot honor his request to refund the $ Offered discounts on lamp purchasesIn fact it was my understanding based on earlier emails that our former showroom manager had offered Mr*** a discount for his inconvenience and disappointmentI offered to honor the same discount if the purchase was made through our showroom and either picked up or shipped direct to himHe refused and requested to be allowed to purchase the lamps in ***We do not enforce pricing on any of our Dealers and they are under no obligation to honor a request to provide additional discountsWe do not like any customer to feel they are being treated unfairlyAgain the offer was extended that he could order the lamp through the Albany showroom and we would honor an additional discountAgain, the offer was refusedIf Mr*** wishes to purchase the lamp through Stickley Audi I will be happy to honor the one time additional discount of 45% off Suggested Retail Price I regret that you are receiving this response much later than your requestI only received it in our corporate offices in ***, New York , yesterdayI hope that you will agree that Mr*** perception of what is "fair" is somewhat unreasonable
Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.I had an agreement to pay a certain amount, then I'm forced to pay an extra $to get it done or risk getting the product back unfinishedI was already without the tables for months, I just think I should get the $back.Regards,*** ***
*** Complaint HandlerRevdex.comAmherst, NY 14228Reference: *** *** ***Dear *** ***:We are in receipt of the complaint noted above for our client *** *** *** *** *** *** *** **Here are the facts regarding this situation. • The mattress has been in
the home since September 2014. • The mattress is covered by a manufacturer's written warranty against defects in materials or workmanship for a period of years. • Based upon our service technician's inspection, the mattress is not defective and meets factory specification for body impress ions. • Mattresses are not normally returnable for comfort or preference issues as they cannot be resold. Based upon the above facts, it would be unreasonable to accept a return for a full refund after this period of time and based solely upon a customer's comfort issuesIn the interest of customer satisfaction we have agreed to go above and beyond by offering to: IAccept a return and apply a refund of the amount purchased less a 25% restocking fee towards a store credit. Do a one-time exchange for a new mattress at no cost to our customer. We believe the above resolutions are more than fairand indicate our good faith effort to create a satisfactory outcome for all partiesIf I can be of any assistanceplease do not hesitate to call. Sincerely,*** ***Director of Retail Sales &OperationsL& .J.GStickley Company
This letter is in response to a notification to L & JG Stickley that you have received a complaint from a customer of one of our Dealers, Dau Furniture in Ellisville, MO. Stickley takes a great deal of pride in the furniture we've been producing for more than I 00 years, as well as the quality...
products we offer in our own showrooms and authori zed, reputable Dealers such as Dau. The chair in question was delivered on February 26, 2005. The Stickley Limited Lifetime Warranty is very specific about what is covered under the warranty and for what length of time. This warranty coverage covers more than any standard warranty across the furniture industry. For example as explained to Mr. [redacted] a spring unit is generally warrantied for One to Two years. Stickley extends that warranty to five years. Mr. [redacted] has owned and used this chair for ten plus years, more than double the warranty period.We value every Stickley customer, as does Dau Furniture, so we provided Mr. [redacted] with very reasonable options. I emailed Mr. [redacted] with an offer to repair or replace the seat of his chair with charges that quite honestly don' t even cover the cost of the materials and labor. He responded within minutes, declined the offer, and in fact twisted my words. That correspondence is enclosed. I've been in communication with the owners of Dau Furniture and we are in agreement that it is not reasonable for Mr. [redacted] to expect that after such a long period of time his chair would be repaired at no charge. Please feel free to contact me for any additional information. Sincerely, Marcia C[redacted] Director of Customer Service Enclosures: Stickley Limited Lifetime Warranty/Email Correspondence
We stand behind our original response.Thank you,Tracy [redacted] Retail Customer Service Manager [redacted]
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. Here, in part,is Stickley's "Generous" offer: I encourage you to consider the following options and hope you agree that the pricing is fair and ultimately retains or increases the value of your chair: Option 1: To replace the entire deck, cushion and spring, re-using your leather $234.*Option 2: To replace both back cushion and seat deck in a new leather of your choice in a Grade 2 leather $647; Grade 3 $666; Grade 4 $686 and Grade 5 $727. As you probably realize the prices offered are a fraction of the true cost of labor and materials which is why this is a One-time offer. Pricing does not include pick-up and delivery charges to Dau or applicable sales tax. *Stickley will promise to use great care in removing and reusing your leather cut can't guarantee it's possible until we've had an opportunity to inspect the condition. A third option is available for roughly half the price of Option 2 and that is to replace the leather on the seat only. Unfortunately, Cedar is discontinued so a replacement option would have to be chosen. I look forward to hearing from you soon and hope we can have your chair back in prime condition to enjoy for another 10 years in the near future. Very sincerely, Marcia A. C[redacted] Director of Customer Service Stickley 315.682.5500, ext. 2370 This hardly seems to fulfill the Stickley Lifetime Promise made in their advertising. Here is what we expected when we bought this chair from Stickley, knowing that we could have bought a similar chair for far less from several other manufacturers, but The Stickley Promise lead us to believe that we were buying a chair with a lifetime Warranty as stated in their advertising, not knowing that buried deep in the fine print on a separate page they had given themselves a loophole. These lines are taken directly from the Stickley website:(http://stickley.com/Support.cfm?SubPgName=TheStickleyWarranty) We believe so strongly in the integrity of our workmanship that we offer you the Stickley Lifetime Promise. We want you to be truly pleased with your Stickley furniture as it becomes an important part of your family for generations to come. We offer a Manufacturer's Limited Lifetime Warranty against defects on all case goods except dining and office chairs. Should the furniture fail structurally at any time during the lifetime of the original owner, because of workmanship or material, we will repair or replace it at our discretion. Stickley offers a Five Year Manufacturer's Limited Warranty against defects on the following: dining chairs, office chairs, finishes, and mechanical devices (clock movements, recliner mechanisms, etc.). Should these items fail within five years of purchase due to manufacturing defects, we will repair or replace it at our discretion. This warranty does not apply to fabric or leather supplied by Stickley or the customer. Warranty does not apply to customer damage, alteration or accident. Seasonal wood movement on solid wood products is normal and is not considered a warranty issue. To view and print the Stickley warranty in its entirety, please click on the icon above. With proper care, and the Stickley Lifetime Promise, you can be assured that your Stickley furniture is destined to become a cherished family heirloom. Our chair is not a dinning chair nor an office chair, so I believe that it should be repaired under the Stickley Lifetime Promise. The Stickley "Generous" offer would have me spending hundreds of additional dollars every ten years or so to keep my warranty. They say that the same chair currently sells for $4995.00. They can have this one back for half of that, or they could send me the broken part and I'll fix it myself. Regards, [redacted]